Hi Ruth,
We understand your frustration.
Let me clarify this for you.
We could see that you have contacted us on Dec 2nd regarding the AVG Secure VPN. Our concerned tech did resolve the issue through remote session, who was a senior technician (T2).
Further, you had a conversation with our Supervisor on Dec 4th which eventually led to the remote session again. Our tech did make sure you had no infections or Virus and he has also informed you about the Web email component.
You contacted us again on Dec 4th for the fourth time. We have informed you about the subscription details and merged your subscription into AVG Ultimate.
We are sorry about the last conversation you had with the phone support. Please accept our apologies for the inconvenience caused.
Please give us a last chance to resolve the issue once for all.
We have offered our additional support through email. Please check for the email and connect back to us as soon as possible.
Thank you for understanding.
I could write a book on how my issue with my VPN being turned off was handled. One "tech" kept flipping up various AVG pages…never seen them before…he ended up hanging up on me. Ditto "tech" #2 only this time while he was "helping me" My ENTIRE GMAIL was deleted. (FYI…I work at home on phone and gmail.) I also hate to wrangle and verbally spar with anyone. I am a peaceful person.
I was told someone would be with me in 15 minutes. Not. then 45 minutes. Not. Then…I kid you not…48 hours…perhaps it was a pre holiday rush.
You might want to mention to your Customer Service Representatives/Supervisor…when I got the energy the next day…whatever she was… that THEY ARE NOT the final arbitrator of an issue. If they couldn't take me any further, not solve the problem, there are always other recourses.
However, you took $60 from my account (after I was rendered sorely damaged from no emails…in my business. I want last months back…refund…I keep getting … Your VPN has been turned back on. It doesn't take a genius to know what that means. One time it came up VPN off …you know, the red one…I tried to put it to on…no luck. Could not turn it on.
I have spoken to tech support today and asked that they send me an email verifying I talked to them and would receive my money back within 3-5 days. Oh, my VPN WAS NOT ON when we talked. My privacy has SERIOUSLY been invaded,…by bank account was hacked, by credit account was hacked, and I lost, as I mentioned, my emails…business and personal. I speak with my bank almost daily and there are still attempts against my account.
If I do not get this in my bank account by the sixth, Riggs Abney attorneys in OKC will be in touch with you. I have them on retainer and they are not fond of any one or company taking advantage of a 71 year old, single woman.
Please refund my money within 5 days…the count starts tomorrow which means by the 6th of January. Oh, and cancel my service. I expect an email to that effect.
Ruth Elizabeth Cook
12601 N. Pennsylvania Ave. 326
Oklahoma City,
Please refund these charges on my bank account.
$6.99 12/6/2020
$59.99
$39.99
Thank you.
Ruth Elizabeth Cook
cr8tvldre@gmail.com
918.924.0912
Hi Ruth,
We understand your frustration.
Let me clarify this for you.
We could see that you have contacted us on Dec 2nd regarding the AVG Secure VPN. Our concerned tech did resolve the issue through remote session, who was a senior technician (T2).
Further, you had a conversation with our Supervisor on Dec 4th which eventually led to the remote session again. Our tech did make sure you had no infections or Virus and he has also informed you about the Web email component.
You contacted us again on Dec 4th for the fourth time. We have informed you about the subscription details and merged your subscription into AVG Ultimate.
We are sorry about the last conversation you had with the phone support. Please accept our apologies for the inconvenience caused.
Please give us a last chance to resolve the issue once for all.
We have offered our additional support through email. Please check for the email and connect back to us as soon as possible.
Thank you for understanding.