Hello Clive,
We realize the situation and will assist further on this matter.
You can actually click on reply to the email that we send from here which is the exact process to communicate with us via email.
We have sent an email from this ticket and please do click on reply and send us the attachments as requested earlier by Dinesh.
Once we receive those details, we will escalate this to senior team and assist further regarding your refund request.
Thank you.
The topic reference above refers to my previous complaint regarding paypal taking money from my account (on AVG behalf) for two products I no longer have and my attempts to get a refund for these
charges. I have received a response from Dinash at AVG support but despite several attempts
keep getting my replies rejected under no reply or other systems. As I can no other way of contacting AVG by email, I have pasted your original reply and my response below. I have had to leave the
AVG confirmations out as I can see no way of attaching them via this system. I trust you can help this time as otherwise I will have no choice but to take the whole nightmare process (which started on 1 Mat to he Financial Ombudsman and will have to include AVG as well as paypal in my complaint
Clive Inwood
From: Clive Inwood <(email address removed)>
To: Dinesh Krishnan <(email address removed)>
CC: service <(email address removed)>
Sent: Thu, 20 Jun 2019 14:14
Subject: Re: AVG Customer Care - Request #08791379 [ ref:_f00Db0Z3Sf._5000N1qQNvi:ref ]
Hello Dinesh.
I am coming to the end of my tether on this one (primarily due to pay pal) therefore I do not think it my duty
to go to pay pal when the money has presumably gone to your account and you are the people that can releasethe funds
Pay pal have refused the claims below and have just sent out a computer generated document claiming they ha ve not seen any supporting documents even though I have sent them twice as attachments
paypal details removed)
Consequently as they have not been in touch with you, I will give you a quick summary along with supporting attachments.
(details removed)
1 May received notification from pay pal (without the statutory 15 days notice from anybody)
that £99.99 would be taken out of my account -
I immediately cancelled with AVG (see attached confirmation) and raised the dispute with pay pal
Despite this the money was taken out of my account on 3 June. The case was refused. I then
appealed including a confirmation from AVG on 16 May that my cover had expired and a follow up
on 23 May (see attached 2). I still received the same computer generated refusal from pay pal.
You appeared to think I still was still using internet security, the email flyer (attached 3) should confirm
that it is not so.
()
Despite my asking pay pal not to take any further payment from my account they took £34.99 for
AVG tune up which I had not had for a long time. I again tried to use the resolution process with the
same frustrating computer generated refusal. You asked for a windows screenshot to confirm the notices
advising me that I no longer have cover. I could not do that as they are pop ups and I am not sure when
they will come. However you will see from the email flyers, one of which is from today (attached 4 and) 5 that I no longer have
access to 'tune up'
I trust you will agree that I have paid out the money and have nothing to show for it and I would be grateful if you could
get in touch with pay pal to sort this out as this should not be my problem and I have copied my note to their support team accordingly. My next option would be to go to the financial ombudsman. I think I have a case.)
Thanks for your help
Clive Inwood.
-----Original Message-----
From: (email address removed)
Sent: Tue, 18 Jun 2019 13:31
Subject: AVG Customer Care - Request #08791379 [ ref:_00Db0Z3Sf._5000N1qQNvi:ref ]
Hello Clive,
In line to our conversation in Community forum, we've sent you this email.
You've raised a dispute for orders # 61719325200 (AVG PC TuneUp - £34.99) & 61138493200 (AVG Internet Security - £99.99) on 5/18/19 & 5/15/19.
However, we see that the renewal has happened on 5/15/19 & 5/1/19.
Upon checking our records, we see that you're suggested to check this with PayPal through the refund request #08718315 that was created on 6/4/2019.
The reason being, when the orders are disputed, we'll not be able to either process or refund the order. If you prefer us to initiate the refund from our end, you need to reach PayPal & request them to drop the dispute. Once it is done, reach us with the screenshot of the confirmation email from them stating the same.
We also see that AVG TuneUp awaits renewal. As we're uncertain about the exact program that says 'you're not protected', please share us the screenshot of it.
Thank you for your understanding in advance!
Best regards,
Dinesh Krishnan
AVG Customer Care
Hello Clive,
We realize the situation and will assist further on this matter.
You can actually click on reply to the email that we send from here which is the exact process to communicate with us via email.
We have sent an email from this ticket and please do click on reply and send us the attachments as requested earlier by Dinesh.
Once we receive those details, we will escalate this to senior team and assist further regarding your refund request.
Thank you.