Thank you, Alan and Yamuna.
I have done what you suggest at least a dozen times since January, Yamuna. I get Customer Care email feedback but no technical feedback. Customer Care advise me to keep updating my antivirus tool and wait. That hasn't worked at all. The threat might disappear briefly but it comes straight back again. This is why I am seeking alternative ways of trying to get this threat removed because there is NO technical feedback or effective results.
If either of you know of an official Complaints address I can write to (email, preferably, but postal if not email), I would be grateful to receive it. I do not particularly want to get anyone in trouble. I just want to resolve a threat that has been on my phone for FOUR MONTHS and is still unhandled.
Best Wishes,
Hugh
I have a malware threat that has been occurring on my phone for over four months now on a very regular basis. In the last month, it has shown as present on my phone in my daily antivirus scans 75 to 80 percent of that time. When I press the 'more info' button on the threat page, the virus is described as vicious malware which will take my personal details and also monitor my keyboard taps to get my passwords. As you can imagine, that would be a dangerous threat to have on your phone.
I have asked AVG to sort it out on over 30 occasions since January this year and, during that period, I have usually received no technical feedback at all. On those occasions I have received a response (very, very few), there has been no indication they can diagnose or properly fix this threat in such a way that it is permanently removed. All I have been told is to keep updating my antivirus tool and wait for it to go away. This does not handle the problem. It comes back within days. It is on my phone currently and, in April, showed up daily on my antivirus scans 3 weeks out of 4.
This is a complaint about the AVG Tech department but it is also a request for help from those in the Support Community who may have come across this threat themselves.
It is not a false positive because, as stated above, the malware is described in full detail when the 'more info' button is used.
Hugh Jones
Hello Hugh,
We are sorry for the inconvenience caused.
We request you to contact our AVG Mobile Support team using the below steps:
Please click on this link: https://support.avg.com/support_contact_form?l=&retUrl=support_sales .
Select the option as "YES" and the operating system as "ANDROID"
Fill in the details and click on the option "answer via email"
Once your request is submitted you will be getting the prompt answer via email from our mobile team.
Thank you.
Hello Hugh,
We are sorry for the inconvenience caused.
We request you to contact our AVG Mobile Support team using the below steps:
Please click on this link: https://support.avg.com/support_contact_form?l=&retUrl=support_sales .
Select the option as "YES" and the operating system as "ANDROID"
Fill in the details and click on the option "answer via email"
Once your request is submitted you will be getting the prompt answer via email from our mobile team.
Thank you.
Hugh, Please note that this Community deals mainly with the technical queries regarding AVG Windows products. AVG Android support is provided through email only.
AVG Guru
Hello Hugh,
We really understand your concern and we apologize for the inconvenience, your case number has been escalated to our senior Mobile support team who would analyze and get back to you through email with the resolution. Please wait until you get email from our senior support team, your patience is very much appreciated.
Please, feel free to let us know if you require any further assistance. Thank you.