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Mike DascombeMike Dascombe 

Charged despite being unsubscribed

AVG confirmed by email my successful completion of their protocol to unsubscribe weeks ago (mid October), nevertheless Digital River has today (November 5) billed my credit card for auto renewal. Is this lack of communication between AVG and Digital River about AVG current subscribers due to inefficiency or is it something else?
Best Answer chosen by Mike Dascombe
Sarath PriyanSarath Priyan (Sitel)
Michael,

I apologize on behalf of my colleague for not commenting on subscription cancellation notification email.

May I know how did you raise the request? Did you click on unsubscribe button from AVG MyAccount page?

Did you receive the above email to this mi********mbe@gmail.com?

Keep us posted!

All Answers

Dinesh KrishnanDinesh Krishnan (Foundever)
Hi Michael,

We're glad to clarify this for you.
Upon checking our records, we see that you've raised a refund request & the concerned team has initiated the refund process. An email confirming the same has been sent to you.
Regarding the previous incident which you had in October, didn't include the cancellation of subscription.
We could see that you've reached us via chat on Oct, 7 & have inquired about the price increase.
If you've reached us by using a different email address, help us with the case number (if any).
Mike DascombeMike Dascombe
Thanks for your quick response and confirmation that  the refund process I had to initiate is taking place. All communication with AVG has been via this address, so your records should have the confirmation from AVG of my unsubscription on Oct 15 under this email address. Yes, there was a chat on Oct 7, because AVG increased the price greatly, but did not say what was being bought. When I got this information, I cancelled. You say this cancellation last month didn't include cancellation of my subscription. I find it bewildering, indeed unacceptable trading practice, that AVG/Digital River can believe that a customer unsubscribing from AVG prododucts would still wish to pay further subscriptions for a product they are no longer using - surely cancellation of payments should be linked directly to confirmed unsubcription?
Santhosh PannerselvamSanthosh Pannerselvam (AVG)
Mike, we understand your concern.

We are unable to find any contact on October 15 regarding the cancellation.

We can 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.

However, your refund request will be processed as soon as possible.

Your patience is appreciated.
Mike DascombeMike Dascombe
You say: "We are unable to find any contact on October 15 regarding the cancellation."
I have already said only this email address has been used, and that your records should show the cancellation communications sent to me from AVG on 15 Oct. Given your records appear incomplete, the AVG emails to me dated 15 Oct are copied here:

First :AVG Subscription cancellation request
Inboxx
AVG <notification@mails.avg.com> 15 Oct 2019, 15:28
to me
Dear Customer
We have received a request to cancel Your Subscription.
For security reasons, please confirm your email address by clicking on the following link (or copy and paste it into your Internet browser):
https://www.avg.com/en-gb/subscription-cancel?P=jyigsGG0f2xv5oHGqsKaujPukGUfeZD6szYs9NrtdMyG%2FSQ%2F%2FrDU6YzP6E4oEuc8c%2BcjAU4FWJSjhOWwANnAXA%3D%3D
Please note this will only prevent your subscription from continuing after the initial subscription period - it will not provide a refund for your current subscription, and you will retain access to the product you purchased for the remainder of your current subscription period.
If you do not wish to cancel Your Subscription, please disregard this email.
Thank you for being an AVG customer.
Best regards,
Customer Services
AVG Technologies
www.avg.com
Please note that this email was sent from an outbound-only email address. If you have any further questions regarding the subject matter of this email, please click on the link below to submit a new service request,
https://support.avg.com/

Second email dated 15 Oct:
AVG Subscription cancellation confirmation
Inboxx
AVG <notification@mails.avg.com> Tue, 15 Oct, 15:28
to me
Dear Customer
Your Subscription has been cancelled.
Thank you for being an AVG customer.
Best regards,
Customer Services
AVG Technologies
www.avg.com
Please note that this email was sent from an outbound-only email address. If you have any further questions regarding the subject matter of this email, please click on the link below to submit a new service request,
https://support.avg.com

These emails from AVG on 15 Oct confirm the cancellation of my subscription - to stop future purchases from AVG - was made last month in accordance with the protocol you reiterate needlessly here.
Thank you for your responses, but this discussion can stop here as AVG seems unable/unwilling to acknowledge AVG/Digital River has made a mistake. I wait to see if my money is refunded. Bye.
Balasubramanian SBalasubramanian S (Avast) 
Mike, you have actually cancelled the auto renewal for AVG Internet Security license on 5th November 2019 which is the date on which you have been charged for renewal.
In order to avoid auto deduction of charge, the auto renewal service should be cancelled before 3 days to the expiry of the current subscription.
Mike DascombeMike Dascombe
The emails from AVG copied in my last message confirm AVG cancelled my subscription on 15 October 2019; I note you make no comment on this information. The cancellation date (5 November) you quote is when remedial action was taken by AVG following my complaint. My subscription is not due to expire until  20 November 2019, so the cancellation confirmed by AVG (see copies in last message) was more than 5 weeks ahead of expiry and 3 weeks ahead of scheduled renewal payment on 5 November. Therefore your repetition of the protocol mantra ("In order to avoid auto deduction of charge, the auto renewal service should be cancelled before 3 days to the expiry of the current subscription."), as though the customer has not followed correct procedure, as an explanation for AVG charging unsubscribed clients, is inappropriate; it merely reinforces my earlier statement that "AVG seems unable/unwilling to acknowledge AVG/Digital River has made a mistake."
This last reply from Avast convinces me that this particular exchange is a publicity white wash exercise and, I repeat, it can stop now - my original question "Is this lack of communication between AVG and Digital River about AVG current subscribers due to inefficiency or is it something else?" has been answered to my satisfaction.

 
Sarath PriyanSarath Priyan (Sitel)
Michael,

I apologize on behalf of my colleague for not commenting on subscription cancellation notification email.

May I know how did you raise the request? Did you click on unsubscribe button from AVG MyAccount page?

Did you receive the above email to this mi********mbe@gmail.com?

Keep us posted!
This was selected as the best answer
Mike DascombeMike Dascombe
Your question displays Avast's continued inability to comprehend/accept what has already been said, particularly my repeated statement that AVG sent a confirmation of cancellation to me using the only email address in use (yes, the one to which you refer) on 15 Oct (copies previously displayed to you) 5 weeks ahead of expiry (20 Nov) and 3 weeks ahead of scheduled auto-pay (5 Nov) , but I was still billed on 5 Nov. This leads you to ask for information that has already been given. I have already spent considerable time and effort trying to help unravel AVG's apparent confusion in its billing department, therefore, I am not prepared to "keep us (i.e. you) posted" any further with AVG/Digital River's evident failings. My subscription is cancelled, the software has been removed ahead of its expiry, my custom has gone to another provider, my bank will deal with any credit card dispute that may develop if the refund is not received as promised by AVG.
I repeat, this exchange can stop now - my original question "Is this lack of communication between AVG and Digital River about AVG current subscribers due to inefficiency or is it something else?" has been answered to my satisfaction.
Dinesh KrishnanDinesh Krishnan (Foundever)
This isn't the experience we want you to have, Mike. Please accept our apologies for the inconvenience caused.
As this isn't the usual behavior, we'll check this with the concerned team & they'll investigate further. Thank you for your valuable time spent in notifying this to us. Once again, we apologize for the inconvenience. 
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