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Lynne Butler Complaint re Digital River Ireland Ltd (AVG’s Payment Company)
The above company appears to be used by AVG to process payments and refunds. On 13 Nov I asked for a refund. On 18 Nov I received an email from AVG saying the process had started , that it had been passed onto their payment company and I would get a confirmation email from DRI, which never came.
On 25 Nov I sent an email asking why the refund was taking so much time. On 26 Nov they emailed me saying they were escalating my case to a higher level team to sort it out. On 28 Nov I sent 2 emails but received no reply so on 29 Nov I rang AVG Customer Services and he told me he could see it was being investigated because an error had been made when processing my refund but all he could do was put in a request to prioritise the matter. I sent another email that same day but received no reply. On 30 Nov I sent an email saying I was going to Fair Trading over the matter. Two hours later PayPal notified me that the refund had been deposited in my account. I have not received any emails from DRI to apologise or explain the delay.
Apart from the extreme frustration I am feeling over the time and energy I have spent chasing up MY MONEY I am wondering if DRI is delaying other people’s refunds longer than necessary too, in order to make money from the money that should have been refunded to customers in a timely fashion?.
Has anyone had a similar experience to mine?
On 25 Nov I sent an email asking why the refund was taking so much time. On 26 Nov they emailed me saying they were escalating my case to a higher level team to sort it out. On 28 Nov I sent 2 emails but received no reply so on 29 Nov I rang AVG Customer Services and he told me he could see it was being investigated because an error had been made when processing my refund but all he could do was put in a request to prioritise the matter. I sent another email that same day but received no reply. On 30 Nov I sent an email saying I was going to Fair Trading over the matter. Two hours later PayPal notified me that the refund had been deposited in my account. I have not received any emails from DRI to apologise or explain the delay.
Apart from the extreme frustration I am feeling over the time and energy I have spent chasing up MY MONEY I am wondering if DRI is delaying other people’s refunds longer than necessary too, in order to make money from the money that should have been refunded to customers in a timely fashion?.
Has anyone had a similar experience to mine?
Please accept my apologies for the delay in responding to your emails and I certainly understand the inconvenience this may have caused to you. I have checked your refund request details and found that the automatic refund which was initiated on 18th Nov has failed. This is the reason that you did not receive the confirmation from Digital River.
Your case was escalated to our higher level refund team who had to create a manual refund request to credit you with the refund.
Appreciate your understanding and patience in this matter.
Thank you for your reply but if what you say is true, can you answer one question for me?
You saw how many emails I sent asking for help to find out what the problem was. Apart from the first reply saying that it was being sent on to a higher level team, NOBODY ever answered one of my emails. I would like to know why informing me about what had happened was not seen as a priority as it would have stopped me feeling so frustrated and angry. I look forward to hearing your answer.
I can understand your frustration.
I see that our Senior Team was investigating the issue with our Payment Partner and hence needed to be sure that you get your Refund as soon as possible.
I can understand how you feel, as I would feel the same in your position.
I thank you for providing us the valuable Feedback. I've passed it on to the Concerned Team. Please feel free to contact us for any further assistance with AVG.
Feel free to contact us if you need any assistance with AVG.
Have a nice day!!!