On March 6, 2012, 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 firstname.lastname@example.org
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 d**n 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! EDitor's Suggestions on how to get your money back! HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:
Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.
According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.
If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.
Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!DO NOT TAKE NO FOR AN ANSWER!
Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.
And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.
Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.
If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.CHARGES TO YOUR CREDIT CARD
If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.
Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.
And good luck Let us know how you do!
ED Magedson Founder
Author of www.ripoffrevenge.com
PO Box 310, Tempe, Arizona 85280