Hi Roslyn,
We understand your concern as Covid 19 is a global crisis.
As requested, we've initiated the refund & an email confirming the same has been sent to you.
Please accept our apologies for the inconvenience caused by the reply that you've got for the refund request.
Since, you've not mentioned the reason (pandemic) in the other request, the concerned team didn't have a chance to help you.
For further queries, feel free to write back to us.
I'm writing on behalf of my 74 yr old mother who wasn't able to get help from her adult children for computer support during Covid-19. I am appalled at the lack of compassion shown by AVG during this time.
My mother didn't know to check the junk or spam folders, and they have a default setting to delete after 30 days, so there is no way of back tracking to find these notifications.
Mum was on auto payment, however 2 months in to her initial subscription started April 21st 2019, mum's computer crashed and she had to purchase a new one that came with an alternative anti virus. Hence AVG, out of sight out of mind. So she has already paid for a year whilst only utilizing 2 months.
Moving on, she noted $109.99 taken via Paypal, on April 6th 2020 which confused her, as her subscription should have been due on the 12 month anniversary of April 21st 2020. AVG sent email confirmation of the successful renewal, to which my mum went online and navigated the best she could to cancel the subscription on the 7th April 2020, receiving an email from AVG in large font saying SORRY TO SEE YOU GO, and don't worry you can still use this subscription up to the expiry date (which she assumed would be for the remaining 14 days).
WHY IS THE PAYMENT TAKEN OUT 14 DAYS BEFORE ITS DUE?
WHY DO REMINDER AVG EMAILS GO TO SPAM/JUNK BUT ALL OTHER EMAILS GO TO HER INBOX?
Mum tried contacting PayPal, following up on her failed refund, assuming that it was a Paypal issue.
By the time family members were legally able to visit elderly family members, and mum could get us to look into it, I was able to see the fine print that mum has missed due to poor eyesight and assisted her in contacting AVG for the refund.
"We regret to inform you that we are unable to process a refund or offer a prorated refund.
According to our refund policy, you are entitled to a refund within 30 days of the date your payment was processed. Unfortunately, in your case, this timeframe has been surpassed.
Date of your payment: 6.4.2020
We received your enquiry: 14.6.2020
The Subscription for this order is turned off so you will not be charged for future automatic extensions of this order."
Covid caused huge delays with Customer Service support via phone which is an imperative channel for older customers, and she was legally unable to reach out to her regular support network.
SURELY, there is some level of compassion and flexibility that can be extended to senior customers during a pandemic???
Hi Roslyn,
We understand your concern as Covid 19 is a global crisis.
As requested, we've initiated the refund & an email confirming the same has been sent to you.
Please accept our apologies for the inconvenience caused by the reply that you've got for the refund request.
Since, you've not mentioned the reason (pandemic) in the other request, the concerned team didn't have a chance to help you.
For further queries, feel free to write back to us.