Hi Michael,
We're glad to clarify this for you.
Upon checking our records, we see that you've raised a refund request & the concerned team has initiated the refund process. An email confirming the same has been sent to you.
Regarding the previous incident which you had in October, didn't include the cancellation of subscription.
We could see that you've reached us via chat on Oct, 7 & have inquired about the price increase.
If you've reached us by using a different email address, help us with the case number (if any).
AVG confirmed by email my successful completion of their protocol to unsubscribe weeks ago (mid October), nevertheless Digital River has today (November 5) billed my credit card for auto renewal. Is this lack of communication between AVG and Digital River about AVG current subscribers due to inefficiency or is it something else?
Your question displays Avast's continued inability to comprehend/accept what has already been said, particularly my repeated statement that AVG sent a confirmation of cancellation to me using the only email address in use (yes, the one to which you refer) on 15 Oct (copies previously displayed to you) 5 weeks ahead of expiry (20 Nov) and 3 weeks ahead of scheduled auto-pay (5 Nov) , but I was still billed on 5 Nov. This leads you to ask for information that has already been given. I have already spent considerable time and effort trying to help unravel AVG's apparent confusion in its billing department, therefore, I am not prepared to "keep us (i.e. you) posted" any further with AVG/Digital River's evident failings. My subscription is cancelled, the software has been removed ahead of its expiry, my custom has gone to another provider, my bank will deal with any credit card dispute that may develop if the refund is not received as promised by AVG.
I repeat, this exchange can stop now - my original question "Is this lack of communication between AVG and Digital River about AVG current subscribers due to inefficiency or is it something else?" has been answered to my satisfaction.
This isn't the experience we want you to have, Mike. Please accept our apologies for the inconvenience caused.
As this isn't the usual behavior, we'll check this with the concerned team & they'll investigate further. Thank you for your valuable time spent in notifying this to us. Once again, we apologize for the inconvenience.
The emails from AVG copied in my last message confirm AVG cancelled my subscription on 15 October 2019; I note you make no comment on this information. The cancellation date (5 November) you quote is when remedial action was taken by AVG following my complaint. My subscription is not due to expire until 20 November 2019, so the cancellation confirmed by AVG (see copies in last message) was more than 5 weeks ahead of expiry and 3 weeks ahead of scheduled renewal payment on 5 November. Therefore your repetition of the protocol mantra ("In order to avoid auto deduction of charge, the auto renewal service should be cancelled before 3 days to the expiry of the current subscription."), as though the customer has not followed correct procedure, as an explanation for AVG charging unsubscribed clients, is inappropriate; it merely reinforces my earlier statement that "AVG seems unable/unwilling to acknowledge AVG/Digital River has made a mistake."
This last reply from Avast convinces me that this particular exchange is a publicity white wash exercise and, I repeat, it can stop now - my original question "Is this lack of communication between AVG and Digital River about AVG current subscribers due to inefficiency or is it something else?" has been answered to my satisfaction.
Thanks for your quick response and confirmation that the refund process I had to initiate is taking place. All communication with AVG has been via this address, so your records should have the confirmation from AVG of my unsubscription on Oct 15 under this email address. Yes, there was a chat on Oct 7, because AVG increased the price greatly, but did not say what was being bought. When I got this information, I cancelled. You say this cancellation last month didn't include cancellation of my subscription. I find it bewildering, indeed unacceptable trading practice, that AVG/Digital River can believe that a customer unsubscribing from AVG prododucts would still wish to pay further subscriptions for a product they are no longer using - surely cancellation of payments should be linked directly to confirmed unsubcription?
Mike, you have actually cancelled the auto renewal for AVG Internet Security license on 5th November 2019 which is the date on which you have been charged for renewal.
In order to avoid auto deduction of charge, the auto renewal service should be cancelled before 3 days to the expiry of the current subscription.
Hi Michael,
We're glad to clarify this for you.
Upon checking our records, we see that you've raised a refund request & the concerned team has initiated the refund process. An email confirming the same has been sent to you.
Regarding the previous incident which you had in October, didn't include the cancellation of subscription.
We could see that you've reached us via chat on Oct, 7 & have inquired about the price increase.
If you've reached us by using a different email address, help us with the case number (if any).