Hi John,
I understand your confusion. Let me explain it to you.
On 2018-01-17, you placed two different Orders for the AVG TuneUp-Unlimited and AVG Internet Security. We've successfully started the Refund process for the first order i.e AVG TuneUp-Unlimited, however, there was an issue while processing the Refund for the second order i.e AVG Internet Security and hence the case was escalated to the Senior Team.
Avinish, I look forward to refund in my bank accountof £127.18. I am sorry that you will not refund the other earlier amounts also due to misselling. Please play back your telephone recording of my conversation with your AVG lady rep on the 17th January and you will see that I am correct. I made it absolutely clear that it was for my Apple mac high sierra PC and laptop. We were on the phone for at least 20 minutes in the early evening and I have transcipt of part of this… In addition you need to speak with Jeyam Thilagerr of custopmer care who says he cannot process this refund and is passing it on to someone else. What is going on John Sherman
Hello, John.
I understand this must be upsetting. Please try keep whole conversation in one question/thread to speed up resolution.
I see from your previous contact history that you contacted our sales support team on 17th Jan 2018 for help to renew & upgrade AVG Internet Security and renew AVG PC TuneUp. Our representatives did not ask you about which device are you purchasing AVG because you are an existing customer. We are a company that contribute towards people's information security in this digital world and we would never charge our customers unnecessarily.
However, it was unfortunate what has happened with you and, we have started refund for both orders paid on 17th Jan 2018. You will receive an email confirmation regarding this. About the refund request for orders paid in 2016, we regret to inform that we can not process it. As per our refund policy, we can process refund only if you request it within 30 days from the date of purchase.
John,
I appreciate your patience so far. Our senior refund team has initiated a refund for the amount £71.19 and soon you will receive the confirmation email. The money will be credited soon within 7 business days.
Alok, Thank you for your prompt reply over this matter and I welcome the hopefully quick refund of £127.18 back into my Bank account. I really feel upset and aggrieved over this mis selling of products ( unnecessarily as it now turns out to be ) to an 85 years computer novice. I feel that I have been led up the garden path — so to speak-- by your sales people because I was keen to protect my Apple mac from viruses etc only now to be disillusioned. by your revelation that only the Free downloads are available. In the circumstances it would seem only right and proper for AVG to refund also the following payments I have made prior to this renewal. ie re 17 Jan 2016 £45.89 and £69.99 paid to AVG on 28 July 2016. A further total sum of £115.88 making a total refund of £243.06. This will settle hopefully the matter of AVG mis selling me these products. I will then not take the matter any further. John Sherman
Good morning Today is 13th February.
I have this morning received an e-mail from AVG Customer Services regarding the refund of the Tune-up product of £55.99 . I agree the amount which is shown on a credit note and I assume that this amount will be paid into the account I paid it from ??
However, no mention has been made as to the refund of £71.19 in respect of the Internet Security product which was m is sold to me but in any case I cancelled. and don't want. Please advise position as I intend to take further action. John Sherman
Alok,
Alok I note your comments. I still cannot understand why you are unable ,at present, to refund me the £71.19. Surely having given you notice that I want my money returned to my Bank account as I have been mis sold the poroducts and also told AVG I don't want them , in any case you are still delaying the payments. I have given you notice within your guarantee period and am within my Consumer rights to cancel these products ( for whatever reason ) I still want action today and no further delays. You have not really given a reason why the delay in the refund of the Internet security product but you have, so you tell me , agreed refund of Tune-up of £55.99 . Why is the senior team involved. ? Doesn't make sense to me . John Sherman
John,
I appreciate your patience so far. Our senior refund team has initiated a refund for the amount £71.19 and soon you will receive the confirmation email. The money will be credited soon within 7 business days.
John,
The refund for AVG PC TuneUp Unlimited has been successfully processed and you will receive it within 7 business days. The issue was with AVG Internet Security - Unlimited order. Originally, it was AVG Internet Security (2 computers) license you purchased. We upgraded it to Unlimited devices version in order to install it along with AVG TuneUp - Unlimited (which has identical activation procedure).
Since this was a free upgrade done from our end, there was an issue processing refund for it. So, we have escalated your concern to higher level. We will get back to you via email with further information as soon as we hear from them.
Please accept our sincere apologies once again regarding the miscommunication happened.
BHUvaneswari, Thnks for the further explanation,however I haven't heard anything more from AVG about refunding the 2 amounts totalling £127.18 I think that I have been extremely understanding in the circumstances but I am now very stressed at the delay and excuses and not willing to wait any longer and have run out of patience. My next step is the Financial Ombudsman and to block the payment with my credit card. Company. Unless these amounts are processed today that is the action I will be taking. Avg has been holding my funds since 17th January and my request for a refund and cancellation of the 2 products has been going on now for at least a week.I find your attitude most unprofessional. John Sherman
Avinash, I am getting confusing messages. In your reply above you say refund of £127.18 has been succesfully processed and I will receive it within 7 days. However, in your second paragraph you say you have escalated my concern to a higher level. I have no idea as to what this means other than further delays. I want my refund made immediately. Surely this is a simple matter . I was mis sold your products and I am within my consumer rights to receive my money back. Please arrange for this matter to be resolved immediately,otherwise I will have to take further legal action. John Sherman
Hi Alok, Is there any information re refund of AVG Internet Security ref 704 - 0593628 £71.19 which I paid for on 17th January . You told me on 11th Feb that you had submitted a request for refund for this product and the Tune-up product . I have received the £55.99 for the Tune-up but I have heard nothing more re the Internet security. Please can you let me know what is going on. John Sherman
Other user John sherman posting (https://support.avg.com/answers?id=9060N000000U6PNQA0).
AVG Guru
Good morning Today is 13th February.
I have this morning received an e-mail from AVG Customer Services regarding the refund of the Tune-up product of £55.99 . I agree the amount which is shown on a credit note and I assume that this amount will be paid into the account I paid it from ??
However, no mention has been made as to the refund of £71.19 in respect of the Internet Security product which was m is sold to me but in any case I cancelled. and don't want. Please advise position as I intend to take further action. John Sherman
John,
I am very sorry for such destabilizing encounters you have been faced with. Your case is in progress, I would request you to give us some time to process the refund from our end. I am sure you will receive the full amount which you have paid recently.
13th February,
Hi I am pleased to report that I have received the £55.99 ( Tune-up product ) into my Bank account However, I have heard nothing further from you regarding the Internet Security refund of £71.19 In accordance with the EU distance selling regulations and my Consumer rights I require this refund to be made without further delay. Please respond immediately John Sherman
Hello, John.
I understand this must be upsetting. Please try keep whole conversation in one question/thread to speed up resolution.
I see from your previous contact history that you contacted our sales support team on 17th Jan 2018 for help to renew & upgrade AVG Internet Security and renew AVG PC TuneUp. Our representatives did not ask you about which device are you purchasing AVG because you are an existing customer. We are a company that contribute towards people's information security in this digital world and we would never charge our customers unnecessarily.
However, it was unfortunate what has happened with you and, we have started refund for both orders paid on 17th Jan 2018. You will receive an email confirmation regarding this. About the refund request for orders paid in 2016, we regret to inform that we can not process it. As per our refund policy, we can process refund only if you request it within 30 days from the date of purchase.
Hello John,
I apologize for any inconvenience caused. We have already refunded a amount of GBP 55.99 and we have escalated your case to our senior team to process a refund of GBP 71.19. They are working on your request. We will contact you soon via email with the refund confirmation of GBP 71.19 soon. Do not worry about it, we are here to help you and we will surely help you to receive your full refund. We need your patience in this matter.
Best regards,
Alok.