I have been a loyal customer for over 10 years, admittedly a foc user to begin with but when I became self employed I thought it necessary to buy an internet security subscription which I purchased in 2013 - which was for a single computer (renew every 2 years) this was auto-renewed automatically until June 2016 when I upgraded it to a 'multi (10) device' subscription - so I could use on 3 devices. I was told that this was a simple upgrade and believed this to be the case. However, and totally accept I should have realised before now, but the single computer subscription was not merged as promised by AVG to the multi-device subscription - AVG set up the 2nd subscription alongside the original one. Now paying for 2 separate auto-renew subscriptions. Once a year an automatic subscription came through on email and I did not stop it. I forgot the policy was 2 yearly renew, so seeing an email yearly did not ring out an alarm bell!! I thought the renewals were for my 'believed to be one subscription for a multi-device policy'.
I only realised there was a problem, when checking my account, after a friend told me about a similar instance they had experienced, and was shocked I too was subject to an AVG administrative error when upgrading subscriptions. I am out of pocket £160 for a policy I believed had been cancelled - and have effectively paid for a single computer subscription which should have been cancelled in 2016 and which will run out March 2021!! AVG have now, as of Nov 2019, merged the 2 subscriptions (what they said they were going to do in 2016) and have transferred the 16 months balance of the single computer subscription to the remaining multidevice subscription.
However I am extremely concerned that customers are being duped in this manner. 3 years of this subscription has still been paid for and AVG are refusing to refund the money or supply the unwanted time to my existing subscription due to their 30 day refund policy. I think this is grossly unfair and terrible business practice as they did not perform the original upgrade request/order correctly. I wonder how many other customers out there are being miss-sold in this manner. And should the customer pay for AVG's administrative mistakes?
Very disappointed customer. Would be interested in advise on how to reach a fair outcome…
Hi Lockley,
We understand the situation.
You are a loyal customer to AVG.
From our records, we could see that the AVG Internet Security under your account has been merged and it is valid till Oct 26, 2021. It was due to the multiple subscription which you had in your account.
Please accept our apologies for the difficulty you faced.
We can also assure you that we have not processed any unauthorized payments from your card or account.
Information about your subscription, including instructions on how to unsubscribe from future renewals, are included in all order confirmation emails. We also send a notice by email before the charge takes place (except for monthly subscriptions). When your subscription is extended, we send an additional order confirmation email.This also contained information on how to unsubscribe.
We do have a 30day refund policy, if the customers are unaware of the subscription. We also recommend the customers to keep track of their accounts.
We will make sure that our customers don't face this scenario in the future.
Thank you for understanding.
Hi Lockley,
We understand the situation.
You are a loyal customer to AVG.
From our records, we could see that the AVG Internet Security under your account has been merged and it is valid till Oct 26, 2021. It was due to the multiple subscription which you had in your account.
Please accept our apologies for the difficulty you faced.
We can also assure you that we have not processed any unauthorized payments from your card or account.
Information about your subscription, including instructions on how to unsubscribe from future renewals, are included in all order confirmation emails. We also send a notice by email before the charge takes place (except for monthly subscriptions). When your subscription is extended, we send an additional order confirmation email.This also contained information on how to unsubscribe.
We do have a 30day refund policy, if the customers are unaware of the subscription. We also recommend the customers to keep track of their accounts.
We will make sure that our customers don't face this scenario in the future.
Thank you for understanding.