Unable to contact AVG Support – refund request for unused subscriptions

AVG Subscription
1

I am assisting my 90-year-old father with his AVG account.

We recently discovered that he had accumulated numerous AVG subscriptions which he did not fully understand, including overlapping products and several subscriptions that AVG currently shows as being used on 0 devices.

We would like AVG to review his account and historical activation records and consider refunds for subscriptions that were never used, as well as any duplicate or overlapping subscriptions.

Unfortunately, the AVG support/contact system keeps sending us around in a loop and never provides a working way to contact an agent. We also tried emailing support@help.avg.com, but the message was rejected because no support ticket already existed.

Could an AVG representative please contact us privately at the email address registered to the AVG account, so that we can provide the order details and screenshots?

For privacy reasons I do not want to post account, payment or identifying information publicly.

Thank you.

2

Hi @SeniorCitizen,
Please connect with the support team via the AVG Help Centre.
https://support.avg.com/
If you have any issues please message me back.

3

Hi Laurence,

Thank you for replying. Unfortunately, the reason I posted here is precisely because the AVG Help Centre/contact process repeatedly sends us around in a loop without giving us a workable way to contact a support agent.

This is not simply a request for help cancelling a subscription. I am asking AVG to manually review my 90-year-old father’s account and consider refunds because the purchase history shows a very unusual pattern of multiple overlapping and concurrent subscriptions which he clearly did not understand.

For example:

  • He purchased AVG Internet Security repeatedly, including as part of an Internet Security + TuneUp package in March 2026, then another Internet Security subscription on 2 June, and yet another on 12 June.

  • He purchased multiple Driver Updater and BreachGuard subscriptions on the same day — 14 March 2026, in several separate transactions.

  • He also had overlapping TuneUp, Secure Browser, VPN, AntiTrack and other AVG products.

  • The account history shows numerous paid AVG orders overlapping in time.

  • Most importantly, AVG’s own subscription pages showed several paid subscriptions as being used on 0 devices.

This is a 90-year-old customer who did not understand that he was accumulating multiple concurrent AVG subscriptions, and in several cases apparently did not use what he had paid for.

We are therefore asking AVG to review the historical activation/device-use records and provide refunds for subscriptions that were never used, as well as duplicate or unnecessarily overlapping subscriptions.

We appreciate that some of these purchases may fall outside AVG’s standard refund period. We are therefore specifically asking AVG to exercise discretion and deal graciously with an elderly customer, taking into account his age, lack of understanding of the subscriptions he was accumulating, and the evidence of non-use and overlap.

Could you please arrange for an AVG support representative to contact us privately at the email address registered to the AVG account?

I would prefer not to post order numbers, payment details, account information or screenshots containing identifying information publicly.

Thank you.

4

Hi @SeniorCitizen,
I have sent you a DM for more details on this, so I can advise you further.

5

Hi Laurence,

I am following up again as it has now been five days since you said you had sent me a DM and would assist further. We have still not received a substantive resolution.

I appreciate that personal account details should be handled privately, but I think it is important to put the scale of the issue on record.

My father is 90 years old and is also dealing with a serious advanced illness. He clearly did not understand the number of AVG subscriptions he was accumulating.

Our review of his AVG account found at least:

  • 14 paid AVG orders

  • Approximately 19 paid product subscriptions/licences within those orders

  • At least 9 subscriptions showing 0 devices in use when we reviewed the account

  • 5 paid purchases of AVG Internet Security

  • 4 Driver Updater purchases, including 3 separate purchases on the same day — 14 March 2026

  • 3 BreachGuard purchases, all on 14 March 2026

  • Approximately 4 TuneUp / PC TuneUp purchases

  • Repeated overlapping purchases of Secure Browser and other AVG products

One particularly clear example is AVG Internet Security. My father already had AVG Internet Security, then bought it again as part of a package in March 2026, bought another copy on 2 June 2026, and then bought yet another copy on 12 June 2026.

This is not simply a customer asking to cancel one subscription outside the normal refund period. It is the account of a 90-year-old customer who repeatedly accumulated concurrent and redundant AVG products, while numerous paid subscriptions were showing no device usage at all.

We have therefore asked AVG to review the historical activation and device-use records and exercise discretion regarding refunds for unused, duplicate and overlapping subscriptions.

We are not claiming that “0 devices” necessarily proves that every one of those licences was never used historically - that is precisely why we are asking AVG to check its own activation records.

Given my father’s age, health circumstances and the extraordinary subscription history visible in AVG’s own records, we are asking AVG to handle this graciously and as a vulnerable-customer case, rather than simply applying the standard refund window mechanically.

I can provide evidence of his age and circumstances privately if genuinely required, but I do not believe sensitive personal or medical documentation should have to be posted publicly in order to obtain a substantive response.

Could you please confirm publicly that this has now been referred to an appropriate person for review, and arrange for a substantive written response privately?

Thank you.