On March 6, I tried twice to order $122.21 of AVG Internet Security and Computer Tune-up services, plus add-ons. I provided my personal information and VISA number. Twice I received messages that "due to technical difficulties your order was not received, but your card will not be charged."
They may not have received my order (the numerous AVG support staff to whom I talked could find NO RECORD of any transaction), yet they did take my money. When I checked my VISA account online that same day, it showed $122.21 pending to AVG Technologies. A bank employee said I could not just cancel it, but must wait up to eight days to discover whether they followed through with the merchant sales process. This they did by March 8, when the money was posted that AVG Technolgies now had my $122.21 in their possession. Still no services and no record!
I spent hours on the phone and email trying to get some resolution for this issue. FINALLY, I spoke to a customer support rep named Roderick Albert Cachero—the ONLY person with AVG who even acted as though he cared to help me, including the USA PR person, who won't return my email or voice mail messages. (By the way, there are phone numbers for the USA offices on the AVG website,
But their "gatekeeper" system will not let an ordinary person call and talk to any human there unless you know that person's extension number. I tried punching in random numbers until I finally reached a man, who would not give me his name or title and insisted he didn't know ANYONE who could help me. He told me to call the customer support number, and was totally unconcerned when I replied that I'd called them repeatedly to no avail.
Okay, when I finally talked to Albert Cachero, he told me he'd send me an email and I should reply by sending (again) a copy of the VISA transaction showing that AVG took my $122.21. I did this, and received a reply from [email protected] asking me to verify the order number they had, which I did by reply, so they could process my refund. I made it clear in my answer that I only want a refund—I no longer want AVG services and would not take them FREE. I only want my money back now!
Instead, today I got an "auto" email (to which I cannot reply) telling me to download the services THAT I NO LONGER WANT!!! I am not going to download them, don't want them, want my money! These people just don't give a damn about customers! Obviously!
I filed a complaint with the Federal Trade Commission accusing them of Internet fraud, which is what I consider it to be. I also filed a dispute resolution claim with my VISA bank requesting they get my money back from AVG.
Now, $122.21 may not seem like a lot of money for me to be so upset about, but I'm a disabled senior citizen who relies a lot on the Internet and my computer. I dislike being mistreated and cheated by a big corporation, and, as I've said repeatedly to AVG staff, I don't want their products or services. I want my money back so I can purchase Internet security and tune-up software and service from a reputable provider. Is that too much to ask?
I warn anyone who even thinks about trying the AVG 30-day trial software and then seeing that "Order Now" box& DON'T trust that online order form and don't give them your credit card number!
0 comments