What is the status of my subscription

Hi Juan.
We'll be glad to clarify your subscription details.
To begin with, I'd recommend you not to post the order numbers on this public forum.
I see that you have sent an email to our Spanish customer care team (using a different email address jxxx1@jet.es) requesting refund for the duplicate order. I'm glad to inform that they have initiated the refund process and sent you an email confirming the same. Please check your inbox and spam box as well.
We regret to hear that you were not aware that you have agreed to automatic renewal of AVG PC TuneUp (1 computer) license and bought a new license.
If you are still being notified that your subscription is going to expire, please let me know if it is via email or a warning on AVG PC TuneUp user interface on your PC.
Thank you for replying, Juan.
As it is not advised to share subscription details in the post, we have send an email requesting the more information. Please check your inbox/spam and revert to the email.
I do not understand what the current status of my subscription is.

- On 16/11 I receive an email indicating that my subscription expires in 15 days.
That same day I proceed to the renewal payment ... and I receive another email confirming the payment and indicating that my order number is 162839xxxxx That same day I proceed to activate it using the password sent to me.

- On 24/11 I receive another email indicating that my subscription expires in 7 days.
That same day I ERRONEOUSLY proceed to the payment of the renewal, for not having taken into account that it had already been paid previously... and I receive another email confirming the payment and indicating that my NEW order number is 163888xxxxx. I have not activated this new shipment

Both orders have been charged to my credit card for an amount of € 31.40 each
A few days ago I reported this anomaly through the web, asking for instructions on how to proceed to cancel the second order and the corresponding charge on my card, but so far I have not received any response
However, today I receive a new email stating that automatic billing has been stopped (order no. 163888xxxxx) ( the second one ) although, however, I can continue to use its functions until the end of your current subscription period , on November 24, 2020.
I do not want this second subscription that is wrongly renewed, but what I want is for it to be canceled and the amount of € 31.49 charged twice reimbursed.
I have made the mistake of renewing the same subscription twice, but this has been motivated by an error of you since if on 16/11 I am told that my subscription expires in 15 days and on the same day I do the renewal and the payment of the same .... it does not make sense that on 24/11 I will be notified again that the subscription will expire in 7 days when it was already renewed and paid.

I wait for your answer
Thanks
Juan Jose Gomez Prieto

 

Hi Juan.
We'll be glad to clarify your subscription details.
To begin with, I'd recommend you not to post the order numbers on this public forum.
I see that you have sent an email to our Spanish customer care team (using a different email address jxxx1@jet.es) requesting refund for the duplicate order. I'm glad to inform that they have initiated the refund process and sent you an email confirming the same. Please check your inbox and spam box as well.
We regret to hear that you were not aware that you have agreed to automatic renewal of AVG PC TuneUp (1 computer) license and bought a new license.
If you are still being notified that your subscription is going to expire, please let me know if it is via email or a warning on AVG PC TuneUp user interface on your PC.