Report: #624877

Complaint Review:

  • Submitted: Mon, July 19, 2010
  • Updated: Thu, September 23, 2010
  • Reported By: Guilda77 — Nashville Tennessee U.S.A.
    Karlsruhe, Germany 5734
    United States of America Panda Security Automatic Renewal cannot be cancelled , Internet

*UPDATE Employee: asknet customer service

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When I first purchased the software several years ago, I was given the option to automatically renew. I told them that I would renew manually, which worked. The next year, they had me on the list for automatic renewal and that I could OPT OUT. Every attempt to do so failed.

After Panda Security failed to contain a virus that other software stopped easily, I had to completely restore my computer. I emailed the company and said that I wanted to cancel my subscription and did not want to renew. I was told that I had contacted the wrong department. I tried contacting every department in the company and no one would cancel the renewal.

They charged my credit card, but my CC company gave me a refund because I sent documentation showing that I had requested the cancellation. I told them that had not downloaded the software. In fact, I removed the old version of the software and purchased software from a different company.

I received a letter today stating that I had downloaded the software. They included a lot showing that I had started a session. It is very interesting because the date that they claim I downloaded the software, coincides with the date that my computer was destroyed by a trojan virus. A download started on my computer spontaeously displaying a screen that claimed my computer was in danger and I needed to purchase new virus software. I recognized the attack right away and I unplugged my cable, but not quickly enough. I did not click the link on the screen. Panda had been removed from my computer for three weeks. I was using a different software. That software was not able to clean the trojan and when I tried to restore my computer it failed. That attack occured July 6th, which is the same day that Asknet claims I downloaded their software.

While I cannot prove the attack came from them, it is very coincidental that it occured the same day that my computer was destroyed by a spontaneous download. I had to purchase a new computer. I am not trying to figure out if I will ever be able to stop the renewals. I have changed my card, but because I gave them the number in the first place and they have the ability to manufacture a fake sessions or attacking my computer, I do not know how much money they will be able to take from me. I have no way of proving that I did not download the software. They have the ability to create logs of sessions that never happened.

I felt compelled to tell others of of the circumstances. Please do not give this company any of your information.

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#1 UPDATE Employee

asknet customer service

AUTHOR: AsknetRep - (USA)

The company asknet is a service provider which is responsible for the online purchasing process for several software producers. 

asknet is a third party billing support for Panda Security, therefore all cancellations/refund requests should be addressed to Panda Security.

asknet customer service will be glad to assist you in contacting Panda Security in order to solve this matter.

You can contact us at:

Please note that our customer service department will never ask you for your full credit card number, for security reasons but we will need the following information:

the exact amount

the debit date

your name

  the email address you generally use for online orders

Alternatively you can reach our payment department by phone:

Mo - Fr from 9 am to 6 pm CET:

Europe: Tel. + 49 (0) 721 96458 6492, Fax: + 49 (0) 721 96458 8003

 US / North America: Tel.: 415-449-5700, or 1-877-873-1459

Mo - Fr 6.00 a.m. PST - 6.00 p.m. PST

If your credit card was charged twice but you placed only one order, please provide the following information:

your customer number

 your order number

the exact amount

the date of the debit

the email address you generally use for online orders

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