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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Digital River, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Digital River, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 230 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

230 complaints closed with BBB in last 3 years | 54 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 47
Billing/Collection Issues 8
Delivery Issues 4
Guarantee/Warranty Issues 18
Problems with Product/Service 153
Total Closed Complaints 230

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Digital River, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 6
Total Customer Reviews 7

Additional Information

BBB file opened: December 29, 2000 Business started: 02/01/1994 Business started locally: 02/01/1994
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
http://www.sos.state.mn.us
Phone Number: (651) 296-2803

Type of Entity

Corporation

Business Management
Curt Baisden, Senior Customer Service Manager David Dobson, CEO
Contact Information
Principal: Curt Baisden, Senior Customer Service Manager
Customer Contact: Louisa Crudden, Owner/Manager
Business Category

Internet Shopping Internet Marketing Services Payment Processing Service

Alternate Business Names
Digibuy Dr My Commerce Inc DVD-CLONER.COM Element5 Emetrix Filebasket FreeMerchant Gamezone Infocon Orbit Qwerks Reg Soft.Com RegNet & Set Systems Regnow ShareIt! Inc. Swreg.com WinZip
Products & Services

According to the information provided by Digital River, Inc., this company is a provider of global e-commerce solutions for software and consumer technology.


Customer Review Rating plus BBB Rating Summary

Digital River, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 10380 Bren Rd W

    Minnetonka, MN 55343

  • 9625 W 76th St Ste 150

    Eden Prairie, MN 55344

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchase a software download and the software does not work properly. After a month of them telling me to try different things to try and make it work, it still does not work. When I asked for a refund, their response was that I could exchange it for another product, and when I told them that another product was not the software that I needed, and that I need a refund so I can purchase the software that I need, which is for a specific purpose, I have not heard from them since, and that was June 6, 2016. So now, they are completely ignoring me.

Desired Settlement: I would be willing to give them one more chance to give me the solution for the software to work as promised. If that is not possible, which I don't believe it is, I would like a full refund, as their offer of a different software does not fill the need for which I purchased the software to begin with.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding their request to be removed from an automatic renewal distribution list.  The complaint states that the customer attempted to decline future auto-renewals of the subscription that they purchased yet they still receive auto-renewal notifications annually.  As such, the customer is requesting that she be removed from the auto-renewal email distribution list. 

 

By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The subscription’s publisher handles technical support for this product. 

 

Per the customer’s request, DR customer service has turned off any future auto-renewals with regard to this product. As for the program on the customer's computer, if it is still installed it will likely let the customer know when it's going to expire, unfortunately we have no control over this. Please contact the subscription provider’s customer service department to ensure that all future renewal notifications are discontinued.   

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes that the product that he purchased was defective.  As such, the customer is requesting a full refund.

 

By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product. 

 

DR does not handle the customer support of the product purchased, therefore we are unable to speak with regard to the customer’s experience with software support. We have, however, processed a full refund for the order on June 27, 2016 and the customer can expect to see that reflected on their account now.

 

If this dispute or the customer’s concerns persist please contact the publisher’s Customer Support Team at: support@anymp4.com.

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

7/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased EaseUS Data Recovery Wizard Professional 10.2 Downloaded the trial and then wanted buy the upgrade. I have had problems activating and after telling them to do something now and give me the activation code; they gave me a code but after entering it - comes up invalid. Now in order to get the correct code they want me to buy the full program, which would be over a $100.00. I do not intend to do this. If this is a scam they will give me my money back.

Desired Settlement: If this isn't a reliable company or software I want a refund.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes she purchased defective software.  As such, the customer is requesting a full refund for the amount charged to her credit card.

 

By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product. 

 

Per the customer’s request, DR customer service issued the customer a full refund on July 6, 2016.  This credit should appear in the customer’s account within 3-5 business days.

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc. 

7/7/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ordered pchonesoft.com software never got it , asked for refund never got it !see attached invoice share*it! "My Account" for: ******* ******** Customer Care Center Customer Care Center User ID: **************@verizon.net powered by Language: English Deutsch Français Español Português Italiano Nederlands Svenska Norsk Dansk suomi Polski ceština Malaieza Magyar Türkçe e??????? ??????? ??? ???? ???? ??? Româna You are here: My Account > Details Details [Order overview] [Account Information] [Logout] More information on your order here. Magicfeatures - Features Upgrade Plugin for magicJack [#*********] Reference number: ********* Order date: 23-JUN-2016 Number of licenses: 1 Licensed to: ******* ******** Billing address: **************@verizon.net [Change e-mail address] ******* ******** *** ****** ***** ** chesapeake, Virginia 23320 USA Delivery address: **************@verizon.net [Change e-mail address] ******* ******** *** ****** ***** ** chesapeake, Virginia 23320 USA Payment type: Credit Card Payment status: Payment received Payment received Invoice/Order confirmation: Display documents Terms and Conditions: Display document Delivery type: E-mail Delivery status (for electronic shipment): The shipping status of this product is not/not yet available. Technical Support: Contact the product's publisher Do you have any questions or comments? Please contact us. Our customer service team can respond to your inquiries in English, German, French, Spanish, Portuguese, Dutch and Italian. To view documents, you need Adobe© Reader©, which can be downloaded free of charge from Adobe. To view several documents, you may need a program that can unzip files.

Desired Settlement: 19.95 refund

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes that he had delivery issues with regard to software that was purchased.  As such, the customer is requesting a full refund for the amount charged to their account.

 

By way of reference, DR provides outsourced ecommerce reselling services to software manufacturers and developers to assist them in selling their product on the internet.  The software’s publisher handles technical support for this product. 

 

Per the customer’s request, DR customer service issued the customer a full refund on July 5, 2016.  This credit should appeared in the customer’s account within 2-5 business days.

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

7/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Trend Micro internet protection software several years ago. I'm no longer using the service; however, each year I receive an email from Digital River regarding an automatic subscription renewal. It's a yearly inconvenience, so I would like to be removed from their email distribution list. When I spoke with a Digital Rivers representative, she assured me that I would not be charged; however, she made no assurances that I would not continue to receive auto renewal notices each year.

Desired Settlement: I do not plan to renew my subscription in the future and do not wish to receive any further reminders.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding their request to be removed from an automatic renewal distribution list.  The complaint states that the customer attempted to decline future auto-renewals of the subscription that they purchased yet they still receive auto-renewal notifications annually.  As such, the customer is requesting that she be removed from the auto-renewal email distribution list. 

 

By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The subscription’s publisher handles technical support for this product. 

 

Per the customer’s request, DR customer service has turned off any future auto-renewals with regard to this product. As for the program on the customer's computer, if it is still installed it will likely let the customer know when it's going to expire, unfortunately we have no control over this. Please contact the subscription provider’s customer service department to ensure that all future renewal notifications are discontinued.  

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

Consumer Response:  Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11508138.  This resolution seems satisfactory to me. 

6/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased Stellar Phoenix Recovery for Quick Books through your company and I have been trying to get a refund, the soft wear ruined my lap top with a virus, and completely shut down and erased my Quick book data of over 15 years! I'm pissed and just want my money back.

Desired Settlement: I would like the $249.00 paid through my pay pal account returned as soon as possible

Business Response:

We are very sorry to hear about the experience that customer ******* Brockman had with their purchase of Stellar Phoenix Recovery for Quick Books and today our Customer Service team located her Order Number ********* and processed a refund in our system.  We ask that Ms. ******** please allow 3-5 business days for this refund to reflect on her account.

Russell *******, Paralegal

6/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered an HTC Vive on 8 April 2016, received a confirmation that it had shipped/billed overnight air on 12 May 2016 and my order status on their website changed to "complete". Product never arrived and and provided tracking information shows no activity. Attempted to contact customer service via online on 13 May after the delivery window was missed, online chat was non-functional and could not connect after several attempts. Sent an email to customer service the morning of 16 May asking for help, no response was ever received. Called customer service on 17 May and was told that if I left my information they would investigate and get back to me, no response was ever received. Emailed customer service again on 18 May, no response was ever received. Called customer service for a final time late in the day on 18 May and refused to provide information and wait for a response, was transferred to a supervisor who refused to do anything other then take my information and submit a ticket. I was assured by supervisor that per company policy that the original phone call I made must receive a response by 48 hours and confirmed the the time/date in there system of when exactly that ticket was 48 hours old. Time/date that was confirmed to me was 1310 EST, 19 May 2016, which was nearly a week ago today, no response was ever received. Order number: *********** Ticket Number: *****************

Desired Settlement: I want the product I was charged for and an explanation as to why after two weeks of trying to contact customer service I haven't received so much as a response acknowledging there's an issue with the shipment.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes that the product that he purchased was not delivered.  As such, the customer is requesting a full refund.

 

By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product. 

 

Seeing as this complaint is in regards to a HTC product that the customer purchased through the HTC Shop, DR must re-direct this complaint to the HTC Customer Support Team as they handle their own shipments and customer service support. Please reach out to the HTC Customer Support Team with this dispute, please contact them at: URL: http://store.digitalriver.com/store/htcus/help; Email: onlinestorecs@htc.com; Phone: ###-###-####

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

Consumer Response:

 I am rejecting this response because:

I am not asking, nor did I ever ask, for a refund. I am asking for the product that was paid for to be shipped. 

Not only do I believe the statement made regarding HTC's customer service to be false based on the hours I've spent dealing with customer service (calling the phone number on HTC's web portal versus calling the number on Digital River's web portal has me talking to the same people, all their webforms are identical as well), but that is entirely irrelevant. Digital River was the company with which the order was placed and payment tendered, my purchase order confirmation indicates that " DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store."

Digital River is a reseller that operates the digital storefront, took the order, and received payment (can confirm with bank records that payment was tendered directly to "Digital River Inc"), their own order confirmation states that they are the ones responsible for the order. The details of their contractual relationship with HTC are an internal matter that has no bearing on their responsibility to provide the product/service that I paid them for.  

DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store.
DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store.
DR GlobalTech. is the authorized reseller and merchant of the products and services offered within this store.

Business Response:

The vendor in this matter is HTC Corp. and they have their store set up such that Digital River does not handled their customer service; they handle it directly.  The contact information is the same on both of their sites, because it is all directing the customer to speak with HTC directly.  All of our Digital River agents are trained to follow those settings, such that we cannot assist with HTC orders and the customer is required to work directly with the client.  We apologize for this unfortunate situation but because of the way that HTC has set up its store this complaint should be directed toward HTC, as Digital River has no visibility regarding product shipment or HTC’s policies in that regard. To the extent that HTC has provided the customer with a full refund, that may be the best that they are able to do in this matter.

Russell Simmons

Paralegal

Digital River, Inc.

6/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I placed 3 orders on their website believing an advertisement that I would get 12 with no interest in my purchase and got only 6

Desired Settlement: I want my 12 months interest free

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund. 

 

By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product. 

 

DR requires additional information from the customer in order for DR to locate the corresponding order to issue a refund.  Please provide DR with the order number of the product to be refunded and/or confirm the email address used to place the order and the date and full total of each order and DR customer service will assist.

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Widerruf Rechnung mit der Bestellnummer: *********** von "Avast SecureLine" auf Grund einer mir unverständlichen Doppelbestellung. Ich verwende "Avast SecureLine" nur einmalig mit der Bestellnummer:***********.

5/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I downloaded the I-Recovery program to attempt a data recovery from an external hard drive. The program seemed to run fine and it never reported any bad sectors. The program however seemed to be taking a long time so at 1/4 of the completion I stopped the program and then took the drive to a data recovery specialist. The specialist reported that they were able to see only 3/4 of the hard drive. It was determined that the Irecovery program wasn't recovering anything but actually ruining the data it had claimed to save.

Desired Settlement: The program was a try before I buy and the company made claims that it could recover data which proved to be false. I would like a payment of $1,000 to cover the cost of data recovery and pain and suffering for the destruction of data.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes that the software purchased was defective.  As such, the customer is requesting a full refund.

 

By way of reference, DR provides outsourced e-commerce reselling services to software manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product. 

 

DR does not create the I-Recovery software and only handles one of the online stores where this item can be purchased.  Furthermore, DR does not handle the shareware or try before you buy software for the company that this software was purchased from and therefore cannot assist with this claim.  DR suggests that the customer file this complaint against the creator of the software, as no order was placed through DR’s system.

 

DR apologizes for any inconvenience experienced by the customer.

 

Sincerely,

Digital River, Inc.

5/16/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 5-4-16 Ordered Video Converter for the Mac. They charged my credit card, then sent a download link. Download was an EXE file for Windows, we have no Windows computers. USELESS. Looked up their phone number and get someone who doesn't speak English telling me I'm in the billing department, and transfers me to terminal hold. Called back, now get someone in the Philippines who can't speak English, explain the problem, she basically says "Tough, I can't help you." Then I discover hundreds if not thousands of negative reviews and comments on this company. I also could not find a physical presence in Texas, yet they collect sales tax. This entire experience simply smells bad, you don't get what you ordered, you can't get English speaking people for assistance, and when you explain the problem, they stonewall you. At this point, I do not trust them to send the right software, I simply want a refund and be done with this company.

Desired Settlement: Refund before I call the bank card to shut it down.

Business Response:

Digital River, Inc.  ("DR") is in receipt of a complaint from a customer regarding the customer’s request for a refund.  The complaint states that the customer believes that the product that he purchased was defective.  As such, the customer is requesting a full refund for the amount charged to his credit card.

By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet.  The software’s publisher handles technical support for this product. 

Per the customer’s request, DR customer service issued the customer a full refund on May 5, 2016.  This credit should appear in the customer’s account within 5-7 business days.

DR apologizes for any inconvenience experienced by the customer.

Sincerely,

Digital River, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

5/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased software that didn't work on my system. Cannot get company to respond for refund. - Purchased Software "Tom Clancy's The Division" 03/03/2016. Order number ***********. - Got access to try software on it's release date 08/03/2016. The software wouldn't function on my machine. After I put in a full day of trying to self help with assistance from the community forums to no effect, I put in a support ticket #******** 08/03/2016, to date I still have had no response from support. - I tried to initiate a live chat with the support staff: I waited over five hours for one to connect. Finally I got a message that said please hold on while I read your question, at which point they promptly terminated the call and asked me to rejoin the queue. -I initiated a request for refund 09/03/2016 ticket number ********, which auto generated a response promising a response within 48 hours. as of end of day 15/03/2016 I have had no response regarding my return or support for the product. -I seek a refund of the purchase. Should be straightforward, but the company patently ignores customers.

Desired Settlement: If the company fully refunds the $89.59 transaction in a timely fashion, I will be satisfied and not request compensation for interest or the fourteen plus hours of labour I've had to invest in this transaction trying to illicit a response.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate the response.

4/7/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: my commerce is vender for Lavasoft ad-aware co.i paid Lavasoft 27.00 on 01/12/2016 for ad-aware pro security. on 03/27/2016 mycommerce charged me $28.89 for same thing order # *******-****** which I never downloaded.mycommerce used my old e-mail address **********@comcast.net to send me this download. Lavasoft says this order is not in their database so mycommerce must refund my money. my commerce says Lavasoft is at fault.i don't remember ever giving mycommerce my debit card number or doing any business with them. all I want is my money back and my name and card number erased from their database

Desired Settlement: refund my money. $28.89

4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent product back for refund. Postal service shows product was signed for on 2/2, but I have not received a refund, despite emails to/from company. On Jan 28 company sent an email per my request for their refund procedures, which I did, sending the product back via mail requiring a signature receipt. Product was signed for on 2/2/16 by H HP. I emailed the company on 2/13 asking why I hadn't received my refund and that I had confirmation it was received. The company responded on 2/15 and said I would receive a refund within 5-7 business days. On 3/2 I emailed them again that I had NOT received the refund still. On 3/4 the company sent an email indicating the refund amount and order #, but I have yet to receive a refund.

Desired Settlement: a refund of $80.43 in my bank account with 5-7 business days of settlement of this case file.

Business Response: Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer has requested a refund on several occasions but has yet to be refunded. As such, the customer is requesting a full refund.

By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.

DR requires additional information from the customer in order for DR to locate the corresponding order to issue a refund. Please provide DR with the order number of the product to be refunded and DR customer service will assist.

DR apologizes for any inconvenience experienced by the customer.

Sincerely,
Digital River, Inc.

Business Response:

It looks like the product was checked in at the warehouse and refunded on March 4th. I just initiated the refund for the shipping charges” – DR customer service

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

3/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/18/2016 I purchased a license for OPrint Software since the 30 day trial had expired. I was not able to validate the License key they provided and requested support on 3/18 with no response to date. On 3/22 I called and spoke to their customer support which was not able to resolve the issue. I was then transferred to Angelique C in Customer Service who submitted for a refund and stated I would see it on my account in approximately 2 days since she had to refer it to their Vendor. Since that date I have received no response nor any credit. I am beginning to believe that OPrint does not exist and this company is possibly fraudulent.

Desired Settlement: I am seeking a full refund of $20.99 for the product

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ****

3/29/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased Windows Password Recovery Tool on March 6th. Software did not work despite almost ten attempts. Repeated error messages. Requested refund four times by email to service center under website condition of: Full Money Back Guarantee during first 30 days. Refund was denied. Product_Or_Service: Windows Professional Recovery Tool Order_Number: ***********

Desired Settlement: DesiredSettlementID: Refund I would like refund per website guarantee.

Business Response: Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer has requested a refund on several occasions but has yet to be refunded. As such, the customer is requesting a full refund.

By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product.

Per the customer's request, DR customer service issued the customer a full refund on March 15, 2016.

DR apologizes for any inconvenience experienced by the customer.

Sincerely,
Digital River, Inc.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

3/24/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to avast anti-virus program in 2015. I did not select auto-renewal feature. I was auto-billed in 2016, but did not want this product. I ordered Avast anti-virus software in 2015, but did NOT select auto-renewal option. Jan. 24th, 2016, my credit card was auto-billed 49.99 for renewal I did not authorize. We were in the process of moving and I did not catch it within the 30 day cancellation period. I called digital river to cancel and get a refund, but was told I could not because of the 30 day clause. When I called, the auto-renewal feature had already been terminated by digital river, therefore they knew I didn't request it, but still no refund. The product was Avast Premier 1 PC, order ID is XXXXXXXXXXX, price was 49.99 for a 1 yr. subscription, was auto-billed to my AK. Airlines credit card by Avast Software Customer Service again without my consent.

Desired Settlement: the refund of 49.99 back to my credit card

Business Response: Initial Business Response /* (1000, 5, 2016/03/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer believes he declined to auto-renew a software program and was still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year he did not intend to renew. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. DR customer service has located the customer's order. However because the customer has disputed the order, the customer's bank has already pulled back the funds. Therefore, DR no longer has the customer's funds. If the customer would like DR to process a refund, they will first have to request that their bank drop the dispute and unfreeze the funds. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/03/24) */

3/22/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Digital River, Inc. charged me for no reason. Charge appeared on my credit card though I never requested Digital for any goods or services. Fraud. Digital River, Inc. charged me for no reason. Charge appeared on my credit card though I never requested Digital for any goods or services. Fraudulent activity because of unauthorized charge.

Desired Settlement: Refund of $29.99

Business Response: Initial Business Response /* (1000, 5, 2016/03/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes he was charged for a product he did not purchase. As such, the customer is requesting a full refund for the amount charged to his credit card. By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. Per the customer's request, DR customer service issued the customer a full refund on March 18, 2016. This credit should appear in the customer's account within 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/03/22) */

3/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Unable to lodge request for refund of automatic renewal of contract for Avast antivirus In Feb 2015 I ordered Avast antivirus download. The download was unable to complete because of a program I have on my computer not allowing it. I tried to contact Avast but was shuffled around and I finally gave up. Then the contract was automatically renewed in Feb this year. Now I am still unable to load it or contact anyone to cancel charge on my credit card. I have called 4 different telephone numbers. The only live person I am able to get is tech support who gave me a billing department number but the phone gives a busy signal and I can't get through to it.

Desired Settlement: Reverse charge on my credit card.

Business Response: Initial Business Response /* (1000, 5, 2016/03/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer attempted to decline auto-renewal of a software program and was still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year she did not intend to renew. By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. Per the customer's request, DR customer service issued the customer a full refund on March 9, 2016. DR customer service has also turned off any future auto-renewals in regards to this order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */

3/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased DVD maker/burner for my laptop from this company's web site because Windows 10 had referred me. I purchased DVD maker/burner for my laptop from this company's web site because Windows 10 had referred me. However, it didn't work. I contacted support and didn't get it resolved. I called the toll free number and learned that it was in the Philippines. I was told that they didn't have an office in the USA. I was told that maybe I could get a refund.

Desired Settlement: I want a refund from the company. And that they stop defrauding Americans, in fact all people.

Business Response: Initial Business Response /* (1000, 5, 2016/03/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes that the product that he purchased was defective. As such, the customer is requesting a full refund for the amount charged to his credit card. By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. Per the customer's request, DR customer service issued the customer a full refund on March 15, 2016. This credit should appear in the customer's account within 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */

3/21/2016 Problems with Product/Service | Read Complaint Details
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Complaint: DLLescort software defective. Request for refund made on2/24/16. No refund provided. Vendor refuses to communicate. **************************************************************************** Always include your reference number, REF #XXXXXXXXX, in the subject line of any messages you send to Share-it **************************************************************************** Dear Mr./Mrs. ******* *******, Thank you for your message. You would like a refund for the following product(s): #1 DLLEscort - 5 Computers & 1 Year & ALL-IN-ONE - xingpeng wang We will review your request together with the publisher. We will inform you within the next 3 business days or as soon as we have clarified the situation. Thank you in advance for your patience. **************************************************************************** CUSTOMER SERVICE Answers to the most frequently asked questions / Contact: http://ccc.shareit.com/ccc/?languageid=1&pid=XXXXXXXXX Your order data: https://ccc.shareit.com/ccc/my_account.html?languageid=1&pid=XXXXXXXXX General terms and conditions of business: http://www.shareit.com/termsconditions.html?p=XXXXXXXXXXXXXadXXXXXc55 Sincerely, Your Share-it team _____________________________________________________________________ Digital River GmbH, Scheidtweilerstr. 4, D-XXXXX Cologne, Germany Managing Director: James ******** Registered Office: Cologne / HRB XXXXX / District court of Cologne _____________________________________________________________________

Desired Settlement: Refund $49.99 to Paypal account of ******* *******

Business Response: Initial Business Response /* (1000, 5, 2016/03/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund. The complaint states that the customer believes he purchased defective software. As such, the customer is requesting a full refund for the amount charged to his credit card. By way of reference, DR provides outsourced e-commerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. Per the customer's request, DR customer service issued the customer a full refund on March 8, 2016. This credit should have appeared in the customer's account within 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/03/21) */

3/9/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I seek fast and complete processing of my refund I purchased a Flipbuilder software (Flip PDF Professional for Mac) from MyCommerce which is a Digital River company last Feb 7, 2016 but decided to request a refund (and avail of their 30-day money back guarantee) on Feb 28, 2016 since the product is lacking features that i need. The payment was made through my debit card. I submitted tickets to Flipbuilder and MyCommerce on Feb 28. Flipbuilder through a customer support rep named Alice **** responded on Feb 29 and informed me that she had processed the refund of my order ******************** The problem is it has been 6 days and nobody from MyCommerce has responded to my tickets, one last Feb 28 and one earlier today March 6 and I haven't received my refund. I would like to receive my refund ASAP please.

Desired Settlement: Fast and complete processing of my refund amounting to $194.35

Business Response: Final Consumer Response /* (2000, 5, 2016/03/09) */ Good day, I would like to make an update with regards to the issue i submitted to Better Business Bureau last March 6 against MyCommerce (Digital River). MyCommerce contacted me through Facebook last March 8 and informed that they have processed my refund last Feb 28. Also, I have received my refund and it was dated March 2 in my bank transaction so the delay is only 4 days and not 6. I am happy to confirm that this complaint has been resolved. Thank you for your help and more power.

3/3/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Partial refund on backordered product On 18-Feb I order one product from Samsung.com store (Order #XXXXXXXXXXX) processed through Digital River. On 19-Feb I received an email from Samsung saying that the product was backordered. I called them and I was told that the product would be available soon. On 26-Feb I called Samsung again for an estimate and I was told that the product was again backordered, so I canceled my order. Now Digital River has issued me PARTIAL refund on a product that was never delivered and, actually, a product that would NOT be delivered according to Samsung customer service. Total Payment: $457.42 Refund Issued: $444.59 Disputed: $12.83

Desired Settlement: Full refund of $457.42.

Business Response: Final Consumer Response /* (2000, 6, 2016/03/03) */ Please close this case as the company has agreed with a full refund. Thank you.

2/23/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Digital River was supposed to deliver a GDATA product. They neglected to deliver the license code (serial #). The proposed resolution to the problem of their failure to deliver the license code is that I am supposed to call a toll phone number or email GDATA to cancel the order and reorder the product. Email correspondence is very slow with GDATA and it is not GDATA's fault. I have spent too much time figuring out that they left this number out of the product delivery email.

Desired Settlement: I want them to deliver the license code to me by email or phone.

Business Response: Initial Business Response /* (1000, 5, 2016/02/20) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding their request for provision of a product license code that was not received by the customer via the product delivery email upon purchase. As such, the customer is requesting provision of the delivery code he did not receive upon purchasing the product. Per the customer's request, DR located the customer's order and confirmed that due to an error in DR's system, no license code was attached to the original order. DR Customer Service representatives are currently working to have this corrected and will contact the customer as soon as the customer license key is available. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2016/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Digital River was very nice and offered a course of action but was very unwilling to DO anything. It took a lot of discussion to get them to actually help a little bit. It was their mistake and I expect reputable companies to help rectify their mistakes more than this one did.

2/19/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Vendor made unauthorized charge to credit card claiming subscription renewal service. Service was not authorized. Retention of card not authorized. In 2015 I purchased a one-year multi-device subscription from the vendor. The subscription entitled me to software updates and services for security software, the software download itself is available publicly. The purchased license key unlocks additional features. A few days ago I received a notification that the subscription was up for renewal and I logged into the service and declined it, confused in as much as when I placed the order I indicated I did not wish to participate in the auto renewal program. I did not authorize retention of billing information either. I received email confirmation that the renewal service was canceled. Today, I see a charge from the vendor in the amount of 74.93. In a call placed to the vendor to dispute the charge, unintelligible customer service agents failed to complete the refund insisting that I had placed the order and that I must agree to terms and conditions to return it, these terms stipulate that I destroy intellectual property not in my possession. I have neither downloaded or accessed the fraudulent renewal product. I insisted that my financial information be purged from their systems as afforded by law, to which the agent stalled insisting that no refund could be made (on a purchase I didn't authorize, for product and service I did not receive, and attempt to extort legal liability and affirmation for destruction of said service that I did not receive). When I asked to speak to a supervisor, the line went silent. The call was still connected for several minutes. Repeated attempts to speak with the other end were met with silence. RMA no. XXXXXXXXX

Desired Settlement: Immediate refund of stolen funds and the ability to recover any fees or other financial liabilities that may result from the unauthorized transaction including but not limited to card replacement, non sufficient funds, bank fees, legal fees, processing fees and credit card fees that may result from business' hostage holding of unauthorized funds. Business indicates on their website that refunds could be processed on the order page, when accessed all I could was view the invoice. Additionally, no mention of additional terms and conditions for refunds are mentioned. I find this entire process extortion... retention of billing information, apparently automatic entry into auto renewal, non-compliance of renewal cancellation requests, failure to remove billing information as requested, failure to post additional refund terms prior to purchase, and stonewalling claimants effort at recompense.

Business Response: Initial Business Response /* (1000, 6, 2016/02/13) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's request for a refund of a product. The complaint states that the customer believes he declined to auto-renew a software program and was still charged for another year of the subscription. As such, the customer is requesting a full refund for the purchase price for the year he did not intend to renew. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. As such, DR cannot comment on the issues or correspondence referenced in this complaint. Per the customer's request, DR customer service issued the customer a full refund on February 4, 2016. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 8, 2016/02/19) */

2/19/2016 Advertising/Sales Issues | Read Complaint Details
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Complaint: Fraudulent charges made on debit card and credit card. This company made 10 transactions of 104.00, 1 transaction of 52.00 and 1 of 5.20 on my debit card (bank account). They made 3 charges of 104.00 on my credit card account. The charges on my bank account dropped off, but the charges on my credit card went through. Several days later after my credit card company opened up a fraud investigation they credited the money back to my account. Both information from my cards was obtained illegally. A week later, they did the same to my mother's bank account. 7 transactions of 104.00 cleared but were then credited back. Her card information was obtained illegally as well. All charges came from this business address. The company name the charges originated was from DRI*NCSOFT CORP. Police reports as well as affidavits for the FTC were filed.

Desired Settlement: This company needs to be investigated for making fraudulent charges and consumers need to be warned. They either stole mine and my mothers card information online or from stores we shop at.

Business Response: Initial Business Response /* (1000, 5, 2016/02/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's concern over alleged fraudulent activity. The complaint states that the customer believes her and her mother were the victims of a fraudulent scheme. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. As such, DR is investigating these alleged fraudulent charges due to the fact that DR was a victim of the fraud as well. DR has reversed the transactions as quickly as possible and will continue to investigate this issue further. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/16/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Unwanted Political Abuse Receiving unwanted, unsolicited, unwelcome political(20)abuse from a DIGITALRIVER (NET-XX-XXX-XXX-X-X) ISP customer, who uses multiple email names with "@*******.org" to my email: "*******@myfairpoint.net" As of 1/23/16 have sent 20 abuse reports to "abuse@digitalriver.com" to no avail!

Desired Settlement: Stop the abuse

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's receipt of unwanted emails. The complaint states that the customer believes the customer has continued to receive unwanted political emails, despite repeated attempts to stop the emails. The customer requests the emails stop permanently. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service records indicate that these emails were through Blue Hornet, an email marketing software solution company which was previously owned by Digital River. We have provided them the information for your complaint to have your information removed. Please be aware that abuse@digitalriver.com is not a valid email address. If you have any further issues with these emails, we recommend that you work with Blue Hornet directly. Their contact information can be found through their corporate website: http://www.bluehornet.com/contact-us/ DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Whether the abuse emails emanated from Blue Hornet or Digitalriver is irrelevant, the fact is, every email was forwarded through the ISP "Digitalriver" which makes it incumbent on Digitalriver to abide by there own TOU (Terms of Use) See below: No-Spam Policy. DRT will not tolerate the sending of Spam. Client and its Advertisers and Affiliates must fully comply at all times with DRT's Spam policies located at HYPERLINK "http://www.directtrack.com/spam_policy.pdf" http://www.directtrack.com/spam_policy.pdf . Client must immediately terminate any Advertiser or Affiliate found to be in violation of this policy by either Client or DRT. Client will be in violation of this policy if Client sends unsolicited mailings using any portion or feature of the DRT Service, or if Client allows its Advertisers or Affiliates to send unsolicited mailings. Violation of this policy is terms for immediate termination and DRT's refusal of future use of the DRT Service. There shall be no exceptions to this clause. Digitalriver was the final ISP and therefore: need to take responsibility with assurances that they "Digitalriver" have taken appropriate action against the sender of the e-mail per their TOU!

2/11/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased antivirus software from Avast on order XXXXXXXXXX on 10/27/15. the license. When clicking on the link received error "page not found" I called their customer service number to resolve but with no help to down load the liecense. so I ask for a refund. They gave me an URL to file a form for refund. That too did not work. ERROR message. "No page found.) I called back, (spoke with a different person, and after explain all the events up to this, was promised an email with a link that would help. That email never came. In the mean time I have receive assistant from my Federal Credit Union, asking form them to deny the charge. Since the charge had already processed, they ask Avast for the refund, and gave me the temporary credit. I was able to cancel that credit card and was issued a new one since I was concerned about fraud. Avast sent email on 1/8/16, stating they would refund the charge to the credit card. I notified the Credit union working on the case, since that credit card was no longer valid. on 2/5/16 I have received through mail to the credit union from Avast that they will not refund. I will also follow up with Credit union to further work for me with Avast. This has been a nightmare.

Desired Settlement: I want $ 59.99 refund sent via wire to my credit union.

Business Response: Final Consumer Response /* (2000, 6, 2016/02/11) */ I was refunded the $59.99 on Feb 10,2016. I consider this closed. Thanks you for your help BBB.

2/2/2016 Problems with Product/Service | Read Complaint Details
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Complaint: While on vacation in June last year, I purchased a security program for1 month for my laptop computer, which I need because I do financial transactions with this laptop. The program was from Avast, through Digital River, and had an auto-renew option which was supposed to be easily cancellable. However, since I got back home in July, I have tried every month to cancel the auto-renew without success. Each time I go to the website and enter my order number, I get a message that my order number is invalid. There is no phone number I can go to to clear up this problem and cancel, and thus I keep getting renewed monthly. I finally found a website where I could email Avast about the problem, but I never got any replies from them. A web forum says this is because it is run by DR. I got a phone # for DR from the forum, but was advised that they would not answer; that was correct. I waited for many minutes and finally had to hang up because the call is not a toll-free number and charges do apply. My order number was XXXXXXXXXXX. Product_Or_Service: Laptop computer security progr Order_Number: XXXXXXXXXXX Account_Number: XXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund of auto-renewal charges since July 2015 and discontinuance of further auto-renewal on my order.

Business Response: Initial Business Response /* (1000, 5, 2016/02/01) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and the subsequent attempted cancellations of such product. The complaint states that the customer believes the customer attempted to cancel the auto-renewal of the product on four separate occasions, without success. As such, the customer requests a refund of the auto-renewal charges since July 2015 and discontinuance of further auto-renewals. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the following monthly orders, made on the following dates: 10-11-2015 1-6-2016 12-6-2015 11-6-2015 DR customer service has processed a refund for these charges, and the customer can expect to see this reflected on their account within the next 3-5 business days. If there are any other charges in question, please let us know the dates and amounts so that we may attempt to locate them in our system. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */ This matter has now been satisfactorily resolved with Avast. The contracted service has been cancelled, and the months that were charged that, during which time I was unable to get the service cancelled, have been arranged to be refunded. Very satisfied with results. Thank you for your help. - T. E. *******

1/20/2016 Problems with Product/Service | Read Complaint Details
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Complaint: WILL NOT HONOR PURCHASE AND HAVE NOT RECEIVED MONEY BACK MADE AN ONLINE TV PURCHASE,MONEY CAME OUT OF PAYPAL ACCOUNT.3 DAYS LATER THEY SAID THE PRICE WAS AN ERROR AND WILL NOT HONOR PURCHASE. TOOK 3 MORE DAYS TO TALK TO SOMEONE,WONT HONOR IT AND SAID IT WILL TAKE 30 DAYS TO GET MY MONEY BACK IN ACCOUNT. THEY SAID IT WAS ALREADY REFUNDED AND PAYPAL WAS THE PROBLEM. TALKED TO PAYPAL, THEY NEVER RECEIVED A REFUND AND ARE FILING A CLAIM. VERY RUDE AND VERY BAD BUSINESS PRACTICES. I JUST WANTED THE TV, I SOLD MINE AFTER I BOUGHT THE NEW ONE, AND NOW THE WONT HONOR IT OR GIVE ME MY MONEY BACK

Desired Settlement: MY MONEY BACK OR THE TV..I PREFER THE TV

Business Response: Initial Business Response /* (1000, 5, 2016/01/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an online product. The complaint states that the customer believes there was an error with the product price, and that the price would not be honored, and only a refund would be processed. As such, the customer requests a refund, or the preferably, the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer's order with the information provided. DR customer services asks the customer to please provide an order number and/or the email address that was used when placing the order, so that DR customer service may attempt to locate the order in the system and assist with this issue. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) business requested an order number which i can provide Final Consumer Response /* (3000, 9, 2016/01/19) */ business requested an order number which i can provide order number that the company requires is XXXXXXXXXXX,and payment was made via paypal under the email **********@aol.com..please forward this information to the company as they requested thank you Final Business Response /* (4000, 11, 2016/01/20) */ Digital River, Inc. ("DR") is in receipt of additional correspondence to a complaint from a customer regarding the customer's purchase of an online product. The complaint states that the customer believes there was an error with the product price, and that the price would not be honored, and only a refund would be processed. As such, the customer requests a refund, or the preferably, the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. After reviewing the order information provided by the customer, it was determined that the order was for the purchase of a Samsung product. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Samsung Electronics America can assist with this request. The customer is advised to contact Samsung with the information provided below. Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/ Customer Services Phone: ************ Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Product was not suitable for my computer and ask for refund and not response. I purchased Avast Premier antivirus program for my computer and when it was downloaded my computer shut down. I called support and they told me that it was probably due to a virus and that I would need a cleanup to get rid of it and that would be $ 119.00 to $ 179.00. I told them that I had recently had a cleanup through Windstream which is the company that I pay for tech support. They said that Windstream must have missed something. I refused to purchase anything else from them. I ask about a refund and they told me that I would have to file a ticket on line. I have done this twice and have not heard one word from them although they say on their website that if you are not satisfied within 30 days you can get a refund with no questions asked. My order #XXXXXXXXXX. ticket #'s filed for refund XXXXXX and XXXXXX.

Desired Settlement: Refund for $ 42.79

Business Response: Initial Business Response /* (1000, 5, 2016/01/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and a refund has been processed. The customer can expect to see this reflected in their account in the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2016/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response because they are giving me the refund that I requested.

1/15/2016 Problems with Product/Service | Read Complaint Details
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Complaint: Taking advantage of blind people using JAWS screen reader Today Digital River charged my credit card with absolutely no warning causing my credit card to be cancelled. I am legally blind and use JAWS screen reading software on a computer that was provided to me from the Department of Rehabilitation. After causing my credit card to be cancelled, Digital River then sent me an email claiming that I had signed up for their service last year and authorized them to continue to charge my credit card. Please note that I am currently on SSDI and could not afford Spy Hunter last year, nor can I afford to pay for Spy Hunter software again. My computer has not even worked properly for over a year and I am currently waiting for the Department of Rehabilitation to get me a new computer. I am currently volunteering at the Vista Center for the Blind and Visually Impaired and know for a fact the Digital River has stolen lots of money from people with disabilities like myself and has no plan to fix their system. I caught them this time charging my credit card before notifying me and that is what I would consider criminal activity. I caught them committing a crime and they did not get the $39.99 they tried steal from me this time. All they managed to do is cause me financial hardship. I am now going to have to contact everyone what was charging my credit card with valid charges like my health insurance and make sure they get paid in time. I am going to have to pay someone to be my eyes and who is going to reimburse me?

Desired Settlement: I want a refund for any and all charges that were made in the past from Digital River without my direct knowledge. I also want to get reimbursed for my time to resolve my credit card issues they caused.

Business Response: Initial Business Response /* (1000, 5, 2016/01/13) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product was an unauthorized charge to the customer's account, and as such the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and DR customer service records indicate that a refund was processed on 1/5/16. The customer can expect to see this reflected in their account in the next 3-5 business days. Unfortunately, DR is unable to reimburse the customer for time spent on the issue. DR customer service has further indicated that the auto renewal for the product has been cancelled, and therefore will not renew again in the future. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My credit card was canceled because of their malicious software charge. They have absolutely no right to charge my credit card without notifying me first. I did not receive any mail or phone call or even an email before they charge my credit card. If my credit card company had not canceled my credit card they would've gotten away with charging my card and I would've paid the bill without even knowing about the charge. Final Consumer Response /* (2000, 8, 2016/01/15) */

1/4/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I made a purchase through samsung Was told refund was approved. digtal river refuses to refund me for 10 days. even though i have confirmation number placed a order through samsung. i called back and cancelled. I was given a confirmation number. Told that because i used paypal i will be refunded within 24-48 hours. it has been 72 hours i contact digital river they tell me that they do not refund people for 10 days. THat is their policy. which is unacceptable. paypal , my credit card and samsung can't do anything about it. so they are holding my money hostage as if they don't have it to give me back.

Desired Settlement: i want my money refunded to me today or tomorrow. as it is christmas and i need MY MONEY back so i can use MY MONEY... not allow them to collect intereset on my money or pay their bills

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product, and the attempted cancellation of such product. As such, the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Samsung Electronics America can assist with this request. Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/ Customer Services Phone: ************ Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) A cancellation was taken by samsung on the 16th. They told me 24 48 hours. When i spoke to them on the 20Th they said it was in digital rivers hands. i called them and they blew me off with the same answer they provided. called samsung back and again stated they do not handle money that is why they use digital river. I feel digital river is responsible. today the 23rd i still have not recieved a refund.. Final Business Response /* (4000, 9, 2015/12/30) */ Digital River, Inc. ("DR") is in receipt of a counter complaint from a customer regarding the customer's purchase of a product and subsequent cancellation of such product. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Again, DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. DR has contacted Samsung on behalf of the customer, and has escalated this complaint to Samsung customer service. Samsung customer service will be in contact with the customer to assist in resolving the issue, as only Samsung Electronics America can assist with this request. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/21/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought pre-release software from UbiSoft Store under Digital River. Expectation that it would run on my system. It will not. Refund refused. I owned a previous software title, Just Cause 2, that ran well on my system. I ordered a new title, Just Cause 3 on November 18, 2015 under the expectation that the new title would run as well. There was nothing in the offer that would lead me to believe that it would not run. On December 1, 2015 the software was officially released for use. It would not run at all on my PC. I tried turning all advanced features off, running it with higher operating system priority, running it as PC administrator, updating to the latest video drivers, tried every combination of video features and resolutions. It stutters, it staggers, it freezes, it runs so slowly that I cannot use it at all. Checking the Internet showed that this is a major problem for many people who ordered the software, and also that there is no known solution short of a very expensive new PC and graphics card purchase. I have contact UbiSoft Support many times explaining this. UbiSoft is under the control of DR globalTech, Inc., or Digital River headquartered in Minnesota. I have received nothing but a refusal to refund my money. I cannot use the product, and I had no way to know that the product would be entirely useless when ordering it. I was asked to settle by accepting a software title that is of no interest to me, and I refused and restated that I am interested only in a refund. The Support representative asked for some system diagnostic files, told me that my system is insufficient to run the title, and proceeded from there to indicate that it is all my tough luck. I am currently doing whatever I need to do, including broadcasting my anger and dissatisfaction to anyone on various social media who might have purchased from or potentially order from the company. My requirement is simple: I was sold something that I cannot use, through no fault of my own, and I want a full refund. The details of the purchase are below: ********* ***** Your Order and Billing Information: Order Number: XXXXXXXXXX Order Date: November 18, 2015 Product Name: Just Cause 3 Platform: PC Qty Ordered: 1 Amount: $53.99 Billing Address ********* ***** ** ******** **** ****** ** XXXXX XXXXXXXXXX **************@comcast.net

Desired Settlement: I want a complete refund for this purchase with no further repercussions (for example, refusing to let me access the online game environment for the games I have or will purchase).

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a Ubisoft product. The complaint states that the customer believes the product did not function as advertised, and as such the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR does not handle customer service for Ubisoft. Only Ubisoft can assist with this request. DR customer service directs the customer to work directly with Ubisoft to pursue a refund. North America (English): +X (XXX) XXX-XXXX Hours (EST): 9am - 9pm EST Mon - Fri DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The web site for Ubisoft, https://www.ubisoft.com/en-US/, contains a Uplayshop link that calls shop.ubi.com Text on shop.ubi.com states "DR globalTech Inc. is the authorized reseller and merchant of the products and services offered within this store." Further text on the web site states: "About Digital River globalTech, Inc. DR globalTech, Inc., a Digital River Company, provides on-demand e-commerce and marketing services designed for consumer technology manufacturers. Our solution is flexible enough to create a customized offering to meet the specific needs of the hard goods marketplace, including world class e-commerce capabilities, sophisticated catalog and pricing management, robust international services, proven e-marketing technologies and turnkey fulfillment through all major distributors. In addition, our e-commerce solution is designed to help companies maximize online revenues as well as reduce the costs and risks of running an e-commerce operation. Founded in 1994, Digital River is headquartered in Minneapolis, Minnesota..." Further text on the web site states: "THESE TERMS OF SALE ("TERMS") CONSITUTE A BINDING LEGAL CONTRACT BETWEEN (A) US, DR GLOBALTECH, INC., WITH OFFICES AT XXXXX **** **** ***** *********** ** XXXXX, THE SELLER (WITH REFERENCES TO "US", "WE", OR "OUR" BEING CONSTRUED ACCORDINGLY), AND (B) YOU, THE PURCHASER (WITH REFERENCES TO "YOU" OR "YOUR" BEING CONSTRUED ACCORDINGLY). THESE TERMS APPLY TO ALL OFFERS, SALES AND PURCHASES OF THIRD PARTY PRODUCTS (INCLUDING, WITHOUT LIMITATION, HARDWARE, SOFTWARE, LICENSE RIGHTS, AND SERVICE USE RIGHTS RESOLD BY US) ("PRODUCTS") OR ACCESS RIGHTS TO SERVICES WE DIRECTLY PROVIDE (INCLUDING, WITHOUT LIMITATION, EXTENDED DOWNLOAD SERVICE OR REGISTRATION BACKUP SERVICE) ("DR SERVICES"), WHICH OCCUR EITHER (A) THROUGH THE ONLINE STORE ON WHICH WE POST THESE TERMS, OR (B) THROUGH ANY OTHER MEANS THROUGH WHICH WE ENGAGE IN THE SALE OF PRODUCTS AND DR SERVICES, SUCH AS BUT NOT LIMITED TO ORDERS BY PHONE (THE WEBSITE AND SUCH OTHER MEANS, A "DR COMMERCE SOLUTION"). BY ORDERING ANY PRODUCT OR DR SERVICE THROUGH A DR COMMERCE SOLUTION OR BY VISITING THIS ONLINE STORE, YOU SIGNIFY YOUR ACCEPTANCE OF THIS AGREEMENT." The payment information from my bank: Post date: 11/19/2015 Amount: -57.36 Type: Other payment Description: PAYPAL DES:INST XFER ID:DR INC USD INDN:***** AND ********** CO ************* WEB DR globalTech Inc., Digital River, is the seller of the product, as the above language makes clear. I went to that site to purchase the offered software, I entered payment information into that site, the language above creates a seller/purchaser relationship. Payment should be refunded from this seller. This seller should not be allowed to redirect to an uncooperative and financially unable to refund Customer Service group. Final Business Response /* (4000, 9, 2015/12/21) */ Digital River, Inc. ("DR") is in receipt of a counter complaint from a customer regarding the customer's purchase of a Ubisoft product. The complaint states that the customer believes the product did not function as advertised, and as such, the customer requests a refund. The complaint further states that the customer believes DR is the seller of the product, and therefore the refund should be provided directly by DR. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Again, DR does not handle any customer service for Ubisoft. However, DR has refunded the customer order, and the customer should expect to see this reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorised charge I bought a software product from digital river last year on 16.11.2014. On 11.11.2015 I got charged euros 29.99 ($32) for the renewal of the software. I did not recall having requested an automatic renewal but I went back to digital river to return the product and request a refund. I have sent them 5 emails requesting a refund but I have been ignored so far. I just want a refund for a product that I don't want and I have not received. The charge was done through PayPal (Transaction ID: XXXXXXXXPXXXXXXXX ) I think digital river invoice ID is: XXXXXXXXXXX kind regards Almudena

Desired Settlement: I just want a refund for the Euros 29.99 that were charged without my authorisation

Business Response: Final Consumer Response /* (2000, 5, 2015/12/01) */ Hi I finally got a refund from digital river last Friday, so I would like to close the case I appreciate you took time to follow up Kind regards Almudena

11/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Their website states free data recovery software. I downloaded the software to my server it scanned the drive I was having issues with. I then clicked fix drive and it requires you to buy it. I bought it since I was desperate to get the files on the drive. After purchasing it I got the serial number and entered it. I tried to do a raw to ntfs fix this is one function of the software I purchased. The drive was still inaccessible. Another part of the software is data recovery. Their software only saw my drive as a 1.45 TB drive it is indeed a 6 TB drive so any files it found on it was useless. Their software is useless and misleading. Its a scam their site claims free then when you go to actually fix it, you have to buy it and then it doesn't even end up working. I have contacted support 3 times requesting a refund with no luck. Product_Or_Service: M3 Data Recovery Professional for Windows Order_Number: **************

Desired Settlement: DesiredSettlementID: Refund I would like a full refund of $190.19

Business Response: Initial Business Response /* (1000, 5, 2015/11/16) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such, the customer requests a refund in the amount of $190.19. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and DR customer service records indicate that a refund was processed on 11/13/15. The customer can expect to see this reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I AM FURIOUS!!! I logged into my Paypal account to see that there was an unauthorized payment made to AVAST when all I used was their free services!!! I'm not even sure how they got my information to just STEAL money out of my bank account! I hope to goodness that I get my money back! I need that money to pay bills and take care of things and they just took it without any consent!!!

Desired Settlement: I just want the money back that you took from me!!!!

Business Response: Initial Business Response /* (1000, 5, 2015/11/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the customer did not purchase the product, and therefore requests their money back. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records indicate the charge was an automatic renewal from the customer's purchase of a product in 2014. DR customer service indicates the customer has already disputed the charge, so DR is unable to process a refund for this order. By disputing the charge, the bank has already taken the customer's money back, and we are therefore unable to process a refund that the order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/16/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought iTunes Recovery for Mac thru their website and the link they gave didn't recognise my log in details. Emailed them many times but no reply. After purchasing the program, they emailed me a receipt with log in details. I downloaded the program within 14 days (as stated in their receipt) and logged in with the license name and code provided by them. A pop up window prompted that the registration name is wrong. I have emailed them at least 5 times over the past three weeks and no one has replied. Details of invoice as follows: Order ID: ************** Billing Information: ****** *** ************************ Singapore, , XXXXXX SG *******@gmail.com iTunes Recovery for Mac 1 @ 63.00 SGD each This data recovery tool can retrieve lost iOS data by extracting iTunes backup. Your license name is: ****** *** Your license code is: ********************* PRODUCT SUPPORT INFORMATION - 0 If you require support with your product(s), 0 can help you with your questions. Please contact 0 at *******@softtote.com. DOWNLOAD INFORMATION - You have 14 days to download before the links expire The product may be downloaded from: Click here PLEASE NOTE: Please remember this charge will appear on your bill from "DRI*iTunes Recovery fo". Tax Total: 0.00 SGD Manual Processing Surcharge: 0.00 SGD Order Total: 63.00 SGD Receipt Above pricing includes any shipping & handling. To look up your order or to contact customer service, please go to http://goto.mycommerce.com/faq?l=en_us Sincerely, The MyCommerce Team

Desired Settlement: If they can't resolve the registration details for me, I wish to seek for a refund. And I will, at the same time, contact my bank and report that the purchase was a fraud. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and DR customer service records indicate that the order has been refunded. The customer should see this reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) WIth the technical glitches, I was still unable to use the program, hence, I asked for a refund and they agree.

11/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I thought I was purchasing Mcafee Total Protection directly from Mcafee. Was a different company. Not able to download product. Misrepresented. I was led to believe that I was purchasing Mcafee Total Protection directly from Mcafee. When the product would not download I called Mcafee support line only to find out that Digitalriver.com is a sister-company and they are having problems with people being able to download the product. A internet search has revealed that other people have had the same issue and were never given their money back. I have been scammed. I want a refund. YOUR ORDER AND BILLING INFORMATION Order Number: XXXXXXXXXX Order Date: October 29, 2015 I would like a refund for $45.00

Desired Settlement: I want a refund for my money $45.00. This program does not download.

Business Response: Initial Business Response /* (1000, 5, 2015/11/05) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such, the customer requests a refund in the amount of $45.00. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's October 29, 2015 order, and a refund for that order has been processed. The customer should see this reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/11/16) */

10/26/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Claims to have sold me a McAfee subscription. It will not download and sends me in circles when I try to resolve the issue. Will not allow Cancel. Claims to have sold me a McAfee subscription. It will not download and sends me in circles when I try to resolve the issue. Will not allow Cancelation. 10/08/2015 I paid $48.25 after sales tax and received NOTHING.

Desired Settlement: I want my money back.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and as such the customer did not receive the software product download. The customer, therefore, requests a refund in the amount of $48.25, which the complaint states the customer believes is the purchase price plus tax. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and DR customer service records indicate that the order has already been cancelled and that no funds were ever collected from the customer. DR customer service specifies that any charge visible to the customer is likely a preauthorization, which will automatically drop off the customer's account in the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Received the wrong product. I purchases a new phone as a part of a package deal. However, the wrong case was sent. Dear ***** *******, Thank you for contacting the BlackBerry online store. We totally understand how frustrating this is. Although, this might not appease what you feel right now, we still want to apologize for the inconvenience this has caused you. We have again checked the ticket we have previously created and it shows that our higher department is already trying their best to have your issue resolved as soon as possible. Please give us a few more time to close your case. Rest assured that you will be contacted via email once your replacement order has been made. Your patience and understanding regarding this matter is greatly appreciated. Sincerely, Jolly ***** ** BlackBerry online store Customer Service ****************@digitalriver.com Email ID: XXXXXXXX Original Message Follows: From: "*******. *******" <**************@gmail.com> To: Blackberry EN CS <****************@digitalriver.com> Subject: Re: Blackberry Order Inquiry on Order Number XXXXXXXXXXX (KMMXXXXXXXXV4096L0KM) Date: September 13, 2015 9:47:40 AM CST This has been going for three weeks now. CONFIDENTIALITY NOTICE: This electronic message is intended to be viewed only by the individual or entity to whom it is addressed. It may contain information that is privileged, confidential and exempt from disclosure under applicable law. Any dissemination, distribution or copying of this communication is strictly prohibited without our prior permission. If the reader of this message is not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, or if you have received this communication in error, please notify me immediately by return e-mail and delete the original message and any copies of it from your computer. This message is intended for use only by original recipients. Information contained in this message may be based on information from confidential sources, and in some instances may not be independently verified. Such intelligence is provided "as is", for risk awareness and informational purposes, but no guarantee is made as to the completeness or veracity of all such data. It may not be construed as legal advice, and *******. ******* may not be held in any way liable for its use. On Sat, Sep 12, 2015 at 8:28 PM, Blackberry EN CS <****************@digitalriver.com> wrote: Dear ***** *******, Thank you for contacting the BlackBerry online store. We are sorry if you have yet to receive an update regarding the re-placement of your Passport ******* Flip Case - Black. Your request was already forwarded directly to our higher department and they are also in contact with Blackberry directly for further assistance. Your case has been escalated and is being treated with a high priority. We will continue to keep you updated until a resolution has been achieved. If you do not receive an email from us, please check your junk or spam mail filters. Your patience and understanding regarding this matter is greatly appreciated. Sincerely, Jolly ***** ** BlackBerry online store Customer Service ****************@digitalriver.com Email ID: XXXXXXXX Original Message Follows: From: "*******. *******" <**************@gmail.com> To: Blackberry EN CS <****************@digitalriver.com> Subject: Re: Blackberry Order Inquiry on Order Number XXXXXXXXXXX (KMMXXXXXXXXVXXXXXL0KM) Date: September 12, 2015 12:48:15 AM CST Jessica I did not place the case in the cart the system did when I purchased the bundle. I had no input with regard to which case was added. ***** CONFIDENTIALITY NOTICE: This electronic message is intended to be viewed only by the individual or entity to whom it is addressed. It may contain information that is privileged, confidential and exempt from disclosure under applicable law. Any dissemination, distribution or copying of this communication is strictly prohibited without our prior permission. If the reader of this message is

Desired Settlement: Send me the correct case

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the purchase of a product. The complaint states that the customer believes they received the wrong product. As such, the customer requests a replacement product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service reached out to the reseller, Blackberry, and Blackberry has opted to take ownership of this issue. Blackberry customer services has been in contact with the customer to assist in correcting the issue. Blackberry customer service has arranged for a replacement order, and the customer should be receiving a confirmation email shortly. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Software didn't work On Sept 10th I purchased a software for 20.75 and attempted to download and it didn't work so I tried again and it still didn't work but I was charged another 20.75 . The order # is uXXXXXXXXXX it was charged to my check card I contacted seller by e mail and they give instructions on how to install I told them I have already done that several times and for a refund I haven't heard from them that is why I am filing this complaint

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised. The complaint also states that the customer believes an additional product was subsequently purchased due to the first product's malfunction. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and a refund on the order has been processed. The customer can expect to see the full amount refunded to their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I received an unauthorized charge of $42.39 on my debit card from DRI*Avast Minnetonka. I received an unauthorized charge of $42.39 on my Mastercard on 9/14/15 from DRI*Avast Minnetonka. I have not purchased Avast in several years, and when I did, it was on a different card entirely. I do not know how they got my new card number, or why they charged me out of the blue. I use the FREE versions of Avast on two very old computers that are rarely used. I would just like a refund please.

Desired Settlement: I would just like the $42.39 refunded to my Mastercard.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a charge to the customer's credit card. The complaint states that the customer believes there was an unauthorized charge placed to the customer's credit card totaling $42.39, and therefore, the customer has requested a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located an order matching the customer's information, and a refund has been processed. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */

9/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I bought a case for my new Blackberry Z30 that did not fit and was defective. I returned it in July per their instructions. They have the product based on the tracking number confirmation. I have called them 4 times to date and each time they tell me it is being processed and it will take 2-3 business days to be deposited into my account. It is now dragging on 2 months. Product_Or_Service: Z30 Flip Case leather White Order_Number: *********** Account_Number: *********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund my money into my account with interest.

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised, and that the customer has been unable to obtain a refund. As such, the customer requests a refund to their account, with interest. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and DR customer service records indicate that a refund was processed on September 16, 2015. The customer can expect to see $49.04 reflected in their account within the next 3-5 business days. DR cannot process a refund with interest, and can only refund the price of the product. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */

9/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Last year on line I purchased an anti-virus program. After I went to the process of downloading the app, I could never get it to work. This was August or September 2014. After several months and it wasn't work, I call supposedly an agent of Kaspersky and informed not to renew the program. I noticed on my September bank statement that they had deducted $53.61 out of my account. I went on the internet this company Guru-Kaspersky took over the e-mail in search for the Kaspersky e-mail , they informed me that the Kaspersky anti-virus was not working on my computer and they could get me my money back from the renewal if I paid them $100. dollars. I have sent Kaspersky and e-mail letting know I no longer wanted the service and to please reimburse me of the $53.61 that was on September 11, 2015 and I haven't received an e-mail of reply. The password they sent me won't allow me to get the original paperwork. Product_Or_Service: Kaspersky Anti-virus protection Order_Number: ***********

Desired Settlement: DesiredSettlementID: Refund Reimbursement- to put my $53.61 back into my account. The renewal date was August 29, 2015 and the withdrawal was on September the 1st, 2015.

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and additionally that the customer believes they requested the cancellation of their auto renewal for the product. The complaint further states that the customer believes a charge was made to their account after the auto renewal was cancelled, and that the customer has been unable to obtain a refund. As such, the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and a refund has been processed. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 9, 2015/09/28) */

9/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I ordered a game from a company serviced by Digital River. They charged me 4 times for the game and so far have only corrected one charge. I ordered Final Fantasy XIV from the square enix online store which is administered by digital river. they delivered the product i ordered but charged me for it 4 times (4 separate charges of 19.99). They refunded one charge. They require a verification code to process a purchase (sent via text message in my case) so i have no idea how ONE verified purchase turned into FOUR charges on my card. In researching this I have found copious amounts of complaints regarding this company doing this same thing to others. There really needs to be something done about them.

Desired Settlement: I just want the money back for the bogus charges. I paid for one copy of the game...not four.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a video game product. The complaint states that the customer believes the order was processed incorrectly, by way of four separate charges of $19.99 for a single product. The complaint also states that the customer believes that one charge has already been refunded. As such, the customer requests a refund for the charges not yet refunded. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the order(s) matching the details provided by the customer. DR customer service asks the customer to provide the order numbers and/or the email address used when placing the single order, so that DR may further assist the customer in locating the disputed charges in our system, in order to process a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/23/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: i ordered a product that is not working it does not download properly says partitions missing I have asked for a refund spoke to there customer representitves and I have not been able to get a resolve they have even sent me a CDROM version after being told that my pc does not have a CDROM they have only offered me products to the value which I do not wish for I paid by pay pal so should be easy to refund and I have sent the CDROM back

Desired Settlement: full refund off original product price

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised and that the customer has been unable to obtain a refund. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and a refund has been processed. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 6, 2015/09/23) */ I got a full refund from company off my complaint this case can be closed

9/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: company is selling a computer fix as tuneup360 with a 30 day money back warranty the problem is their product is not what they they and i am requesting money back with no response from the company the only way to communicate with them is by email i have sent 3 emails with no response I am requesting to refund my credit card Product_Or_Service: Tuneup360 Order_Number: UXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund refund to my credit card

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and that the customer has been unable to obtain a refund. As such, the customer requests a refund to the customer's credit card. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and pursuant to DR customer service records, a refund was processed. The customer can expect to see these funds reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */

9/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This product is not working. I deleted .jpg files from a memory card. Immediately removed card from camera so no other data was written to it. I download the trial software. It said I could preview the file before recovering. No preview was available. I had to make the purchase first. Files were corrupt or missing. I would not have purchased this had I been able to see that it did not recover my files. I asked for my money back the same day: August 23rd and I said this "On 8/23/2015 7:03 AM, ******* ***** wrote: I would like a refund. I downloaded and used this product today and I am not satisfied. I feel it cost too much for this product and it did not recover my files." The email I received was unclear and difficult to read. It felt like it was translated electronically. I sent another email today with more detailed information.

Desired Settlement: I just want my money back.

Business Response: Initial Business Response /* (1000, 5, 2015/09/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised, and that the customer has been unable to obtain a refund. As such, the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on August 22, 2015, and a refund has been processed. The customer can expect to see these funds reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */

8/31/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Purchased software key online, activation did not work and couldn't use software. Purchased the key to EaseUS Data Recovery Wizard Professional 9.0 online at 5:15 pm on 8/11 for $74.85. Tried the activation process and received the message "Activation Failed. You may be a victim of software counterfeiting. Please contact technical support via email." I tried to call customer support for MyCommerce, the website the payment processed through, at 5:25 pm on 8/11 and spoke to Mau to report the issue and they could not give any technical support and gave me the tech support e-mail. I tried to activate again after disabling my firewall and still did not work. I called MyCommerce again at 6:00 pm on 8/11 and they sent a request for refund to EaseUS. I received and e-mail from EaseUS technical support at 1:53 am on 8/12 the my activation code is normal and to disable my firewall and anti-virus and try again which still did not work. They requested a screenshot of the error for further analysis if it did not work. I also received an e-mail at 2:10 am to try an offline activation which I tried as well. In that e-mail they stated "We are so sorry for the inconvenience this has caused. In your case, please use the offline activation method have another try, if you still could not activate it, then we will issue you the refund." I e-mailed back with a screenshot at 7:25 pm on 8/12 with screenshot and reporting that neither method worked again requesting a refund. I the received an e-mail at 1:15 am 8/13 requesting to remote into my computer, I replied I was not comfortable allowing remote access to my computer. They replied back offering a half refund since they claimed they didn't have enough chances of technical support despite earlier promising a refund if the offline activation did not work. I have replied back waiting for a refund. The Order ID was: ***************

Desired Settlement: Full refund as was promised after the attempt of offline activation did not work and requested multiple times.

Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a data recovery software product. The complaint states that the customer believes the product did not function as advertised and that the customer has been unable to obtain a refund. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order, and pursuant to DR customer services records, a refund was processed on August 17, 2015. The customer can expect to see these funds reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received my refund.

8/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized charge on my credit card 7/23/15problem dateI called DRI*AVAST SOFTWARE ************* (the phone number on my credit card statement) to discuss with them the payment to this company that I did not authorize. Initial charge from them shows transaction date of 6/11/15. The rep. "*******" told me that she could not find the order, nor the charge (on their end) and even asked me my credit card number, which I gave to her.....she stated she did not see any charges made to this credit card from their company!! I spoke with her for 19 minutes, verbalizing my objections to this charge that I DID NOT AUTHORIZE! I asked her where/who I should call then to check into this charge....she didn't give me an answer. I did then call my credit card company that the charge was made on. They told me they needed to start a fraud claim that may take up to 60 days to get it reversed, that they were "not able to get this one reversed". I am upset with the DRI*AVAST charge and that "*******" actually told me, after I gave her my credit card number, that "there was no charge made to this credit card; no order"....then how is it on my statement??? I am very very upset, as #1I did not purchase anytime; therefore #2no Model Number/ #3no order number/#4no Account Number. Please help resolve!!!

Desired Settlement: the cost/charge put on my credit card--$52.74

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a charge to the customer's credit card. The complaint states that the customer believes there was an unauthorized charge placed to the customer's credit card totaling $52.74. As such, the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate a charge with the information provided. DR customer service has reached out to the customer asking for a copy of their statement in an effort to further assist in locating the order/charge and processing a refund. DR customer service asks that the customer provide further information. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/08/06) */ I did not yet send them a copy of my statement as I do not know how to do that through the computer. I will communicate this to them and send them a copy in the mail. Thank you Final Business Response /* (4000, 9, 2015/08/13) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding a charge to the customer's credit card. The original complaint states that the customer believes there was an unauthorized charge placed to the customer's credit card totaling $52.74, and therefore, the customer has requested a refund. DR customer service had been unable to locate a charge with the information provided. DR customer service has reached out to the customer asking for a copy of their statement in an effort to further assist in locating the order/charge. The counter-complaint states that the customer has not sent a copy of the statement via the computer, but would follow up with DR as well as send a copy of the statement in the mail. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service is waiting for the customer's statement to arrive in the mail, as indicated by the customer in the counter-complaint, and will proceed accordingly when the statement arrives. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This company is blasted all over the internet with several complaints over a period of several years scamming people and fraudulently charging credit cards with sales of supposedly ordered software. When contacted they can't seem to find out who you are except if you stupidly give them your credit card info again. The charges keep appearing and the only alternative and solution given to consumers is to have to go through the imposition of canceling their credit card and having to wait for a new one to be issued. I have done this already only for them to somehow obtain my new information. WHY CAN'T SOMEONE DO SOMETHING ABOUT THESE COMPANIES!!!!!!! Product_Or_Service: Did not purchase anything!!!!!

Desired Settlement: DesiredSettlementID: Other (requires explanation) I of course would somehow like my money back for something I never ordered! However I see the stories of how no matter what avenue people have tried nothing ever gets done and they never get refunded and the charges keep coming unless they cancel their credit card and get a another one. How many times is a person supposed to have to put up with this nonsense. But better yet, these companies need to be put out of commission. Why can't that happen with all the complaints! Thank you.

Business Response: Initial Business Response /* (1000, 6, 2015/08/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the customer did not purchase the product, but rather, was the target of a scam. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate any orders in our system with the information provided. DR customer service has reached out to the customer, through separate correspondence, to assist the customer in locating the order/charge. If the customer is unwilling or unable to provide additional information to aid in locating the charge, DR will be unable to process the requested refund. Therefore, DR customer service asks that the customer contact DR, so that DR may further attempt to locate the the charge/order, as well as to cancel any automatic renewals. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 8, 2015/08/12) */ I spoke in detail with some young woman at this business in order to resolve this before I took the matter to you. I have not used this software in over five years plus, maybe more. They claim to have sold me a renewal AND IT IS STILL NOT ON MY COMPUTER! I had to have my credit card cancelled three years ago and receive a new one. Now I am finding myself in the same situation again. The only solution the representative would give me is for me to give her my credit card number again. I am not stupid. I am not giving them my credit card information again. To apply this charge to my account they had to have my number and also they would not take the reference/transaction number on my statement to try and track this transaction. I gave them all the email addresses I have had in the past ten years and for some reason they could not match me to one single one. And this is the same complaint consumers are stating on the internet. They give them the same song and dance. Please, please go on the internet and research this company for yourself! So I don't know what other information that I could give them that would help them. I still state that I do not understand when consumers have been complaining and trying to take action against these people with no success since as far back as 2012 that these people are still getting away with this! And not because the consumers are ordering it but because somehow they get our information and just charge us. That is how they are making their money. With people like me that are reaching out for someone to help them but getting nowhere and our hands are tied. I see no alternative except to cancel my card and start again because some scam artist has the information and know how to scam people out of their hard earned money and mine is. I am a single person trying to pay a mortgage and bills and working two jobs to do survive and now I've got to give some scam artist $40.00 of my hard earned money FOR NOTHING!!!!!!! I will call the number but I will give them NO PERSONAL INFORMATION. THEY ALREADY HAVE ENOUGH TO CHEAT ME!!! I thank you for your response but I feel I have gotten no satisfaction or justice. Doreen ********** Final Business Response /* (4000, 10, 2015/08/17) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the customer did not purchase the product, but rather, was the target of a scam. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The customer has refused to provide any additional information to DR customer service. Without further information, DR customer service is unable to locate the order/charge in question, and therefore, we are unable to process a refund. While DR understands that the customer does not want to provide any further information, this unfortunately means there is nothing further DR can do, and the customer will have to work with their bank to resolve the issue. DR cannot process a refund for an order we are unable to locate in our system. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The application purchased was advertised incorrectly and required a purchase of 3 items and did not resolve as advertised. Purchased ORDER NUMBER: UXXXXXXXXXX which was the Windows Password Recovery Tool Standard and upon download it stated that I must also download the Ultimate version to complete. I then purchased ORDER NUMBER: UXXXXXXXXXX which was the Windows Password Recovery Tool Ultimate. I received another message that I also needed to download a special version. I then purchased ORDER NUMBER: UXXXXXXXXXX which was the Windows Password Recovery Tool Ultimate (WinPE 3.0 Version). All these purchases and I still get the same system cannot be found error. No luck in getting help from customer service. This is very misleading for the consumer.

Desired Settlement: I would like a full refund as I have uninstalled all the files from my computer.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of three software products. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located all three of the customer's orders, and DR has processed a refund for the full amount for each, pursuant to the customer's request. The customer can expect to see these refunds reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */ I have only received two of the three refunds; thus, please do not close. Can you contact them to see why only two refunds? Regards, ******* Final Business Response /* (4000, 10, 2015/08/13) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of three software products. The counter-complaint states that the customer believes one of the three refunds has not yet been received by the customer. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order number where the refund was not completely processed. This has now been corrected and the customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I was sold a defective product online which did not perform as advertised by Digetal River who refuses to refund the money I paid. Digital River Inc (DRI) EASUS website advertised for sale a product DRI*EASEUS Data Recovery Wizard that would recover lost data on my computer hard disk drive. I purchased the software for $69.95 on the good faith that it would perform as described. When I discovered that the software did not work as described (rather its result was files that contained either corrupted or empty) I had to obtain another product which did in fact recover the said data intact. I notified DRI*EASEUS of the problem and they requested more information about the problem. Via email to DRI*EASEUS I included a detailed description of the problem (please see attachments for review) after which I did not receive a response from DRI*EASEUS

Desired Settlement: I am seeking a refund of $69.95 which I paid to DRI*EASEUS for the defective data recovery software.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer's order with the information provided and asks that the customer provide further information, specifically the order number. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

7/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased a dvd-cloner software from this company and it will not work. I have tried to contact them repeatedly and get no response. I purchased a dvd-cloner software from this company and it will not work. I have tried to contact them repeatedly and get no response except for an automatic e-mail. I want a full refund asap.

Desired Settlement: I want a full refund asap.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the product purchased did not work as advertised, and therefore the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and DR has processed the refund, pursuant to the customer's request. The customer can expect to see this refund reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

7/23/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I requested a refund from the company that I approved payment to from Paypal. In emails with them they claimed to have no record of my purchases. I attempted to make a purchase for gems in the online game Guild Wars 2. I authorized a payment to Digital Rivers for $20 for 1600 gems. I received a message that my transaction could not be completed, to wait and try again later. I waited, saw no gems credited to my account and no charge to Paypal. I made a second purchase. This time I received a message that the purchase went through. After a few minutes, I realized both purchases went through. The only reason I made the second purchase was because I was told the first purchased was not approved. I want a refund from the company I authorized Paypal to pay. Emails from Digital Rivers claim that my transactions can not be found in their records. I forwarded them the information from Paypal and they still claim not to be able to find the transactions. Merchant DigitalRiver US Inc ****************@digitalriver.com XXX-XXX-XXXX Instructions to merchant You haven't entered any instructions. Rack up the rewards. When you shop with PayPal, you can still earn credit card rewards, points, and miles as usual. Merchant DigitalRiver US Inc ****************@digitalriver.com XXX-XXX-XXXX Description Unit price Qty Amount DRI*ARENA order SIRGDAEE $20.00 USD 1 $20.00 USD Subtotal $20.00 USD Total $20.00 USD Payment $20.00 USD Payment sent to ****************@digitalriver.com This is the information in my email from Paypal regarding the first purchase. It clearly states that DigitalRiver US Inc was the merchant. This is from the receipt for the purchase: Order number: ******** Order date: 07/18/2015 Payment form: PayPal The last line in the email states: "Digital River Inc. is authorized reseller and merchant of the products and services offered within this store" There is no excuse for them not having my purchase info or for denying my refund.

Desired Settlement: I would like the $20 charged to my account refunded as the second transaction was only made after being told the first transaction failed.

Business Response: Final Consumer Response /* (2000, 6, 2015/07/23) */ I received a refund from DigitalRivers, Inc. today. I consider this matter resolved. Thank you.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Did not receive software license after purchase thru Digital River/Dr. MyCommerce. I downloaded software from Wondershare and paid MyCommerce, a Digital River company who discounted the product. Since I already have the software all they need to do is supply the license information so I can register the product and use the full version. MyCommerce did not deliver the license information after I made the payment via paypal. I attempted to find my order and the site said they could not find it. I sent an email to ************@mycommerce.com and it showed up in my own inbox. There is no way to contact these people and I believe they are unscrupulous, perhaps even fraudulent. The software license should have been delivered immediately after payment was received. I want a full refund. Also, they charged tax on the sale even though they are supposedly in Minnesota and I live in New York. They do not have a presence in New York.

Desired Settlement: I want a full refund.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they did not receive the product. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service will need to verify that any refund issued is for the correct order. DR customer service asks that the customer provide the order number or the name of the product purchased so that the exact order may be located. Once the order can be located, DR would be happy to refund the customer's order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The product key was sent via email.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On July 06 2015 I purchased Card Data Recovery I could not run the software as the message kept popping out that the registration key is not valid. On July 06, 2015 I purchased Download Protection Card Data Recovery for Windows,Order ID: 3CTNFLU-AAERW3.I was charged $42 CDN on my Visa. From the first attempt I had problem downloading the software as I kept getting the info that the code given by the company in the mail is not valid. I immediately contacted the customer service, and followed given instruction but still could not log in. After not being able use the software I asked the company for refund. Till July 16-th every day e-mails were exchanged, and the company stubbornly refused to reversed the charges. I did not use the software, it was never downloaded to my computer due to some problems with the registration code the company provided.

Desired Settlement: I ask for the refund of $42 CDN

Business Response: Final Consumer Response /* (2000, 5, 2015/07/20) */ Received chat from consumer 7/20/2015 CASE#: ******** 3 days ago ****************** Message: After filing the complain with you today Digital River sent me an e-mail stating that they refund the money to my Visa account. So as of now I consider the case solved. Thank you for your involvement. Filing the complain with you was enough for the company to reverse the charges.

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: THERE WAS AN UNAUTHORIZED CHARGE TO MY ACCOUNT, WHICH STILL HAS NOT BEEN REVERSED. IT'S BEEN OVER TWO WEEKS. On May 18,2015, there was an unauthorized charge placed on my checking account. The company is Kaspersky Lab(part of Digital River). Originally, I spoke to a representative who could not locate where the charge originated. I sent a screen shot of the charge, because there was no information, not even an account number. After about a week or so of going back and forth, a different representative contacted me that they located the charge, and it was an error,and they would refund my money. That was almost two (2) weeks ago. I still haven't received my refund. The amount is $106.95. This originated back in May 18,2015. The order number they issued to me is:XXXXXXXXXXX. They admitted the error. I should have received my refund a long time ago.

Desired Settlement: I would like my account refunded in the amount of $106.95, which is the unauthorized amount charged to my account in error.

Business Response: Initial Business Response /* (1000, 5, 2015/06/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a charge to the customer's account. The complaint states that the customer believes there was an unauthorized charge placed to the customer's banking account in the amount of $106.95. The complaint also states that the customer has provided a screen shot of the order, but believes they have been unable to obtain a refund for this amount. As such, the customer is requesting a refund for the full amount. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate any charge made to the customer in the amount of $106.95. Per DR customer service records, the order number the customer has provided was in the amount of $129.95 and charged on May 2, 2015. This charged was refunded for the full amount on June 2, 2015. DR customer service has not been able to locate any screen shots from the email address provided by the customer. DR customer service requests that the customer provide the email address from which these exchanges were sent, as well as the email address to which the customer sent the previous correspondence so that DR customer service may locate the screenshots in question. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The charge on my account was may 18,2015 not may 2. It was for $106.95. I sent a screen shot from my home email address. since this is public information I will not supply it here. I do not want it given to the public. DR has given so many excuses. They even sent an email with an account number and a bunch of information to show to my bank. supposedly it was linked to this charge. It was supposedly refunded using the account given. The bank could not locate any of the information given. The bank also put in paperwork for a fraudulent transaction. I am hoping this will be taken care of ASAP. It's already been over a month. Final Consumer Response /* (3000, 11, 2015/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The amount charged to my account was $106.95, not $129.95. It was placed on May 18,2015,not May 2,2015. The $129.95 is a totally different account, that is still in use. That is not the account I want refunded. I already sent a screen shot on May 18, 2015, and then again on May25, 2015, along with my email address. It was received and replied back by ****** ** ********* *** online store customer service. Email Id:XXXXXXXX. I will not give out any account numbers, or any other personal information on this site. There should be enough information in the emails I sent directly to the company to fix this issue. Final Business Response /* (4000, 13, 2015/07/13) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding a charge to the customer's account. The complaint states that the customer believes there was an unauthorized charge placed to the customer's banking account in the amount of $106.95. The complaint also states that the customer has provided a screen shot of the order, but believes they have been unable to obtain a refund for this order. As such, the customer is requesting a refund for the full amount. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's email containing a screenshot, however, there is not enough information contained in the screenshot for DR to locate a charge in the amount of $106.95. Per DR customer service records, the order number the customer has provided was in the amount of $129.95, charged on May 2, 2015, and refunded for the full amount on June 2, 2015. DR customer service will need additional information from the customer in order to further assist. DR customer service has unsuccessfully attempted to contact the customer via telephone. DR customer service followed up with an email to the customer containing a phone number for the customer to call, in an effort to better assist in resolving the issue. If the customer can provide the necessary information to DR customer service, DR can attempt to locate the charge in question. If the customer cannot provide the account information, if DR cannot locate the charge, or if DR does not hear back from the customer, DR can do nothing but advise the customer to dispute the charges with their bank. DR cannot refund an order/charge unless it can be located in DR's system. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/22/2015 Problems with Product/Service
6/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I purchased sofeware online from "My Commerce A Digital River Company" to recover deleted photos from my LG G2 cell phone and the product I purchased did not work (order ID: ************** - for $34.24 via mastercard) on my LG G2 cell phone. Two of their support tech's agreed with me that the product I purchased and downloaded will NOT work on my phone but refuse to refund the purchase price of $34.24 but want me to purchase more software even tho they have a 45 day refund policy (please speak with IRA at XXX-XXX-XXXX regarding him submitting the complaint, waiting 2 days and "if" nothing happens contact him again so he resubmit the complaint and wait 2 more days to see if they will accept it). To this date I've been getting no where with them online for ten days and I have contacted mastercard in the hope of a refund but I still want to make you aware of this company's practices. If you need or want copies of all the emails just let me know and I will be more than happy to copy & paste them for you. Order_Number: **************

Desired Settlement: DesiredSettlementID: Refund Just refund my credit card $34.24 for the product that I purchased that did not work.

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product refund. The complaint states that the product purchased did not work as advertised, and therefore the customer requests a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, a refund was processed pursuant to the customer's request. The customer can expect to see this refund reflected in their account with then next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, ** *********** ***** Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I agree with the refund of $34.24 which is all I ever wanted for a product that didn't work.

6/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Failed to issue refund after receiving returned merchandise Failed to issue refund after receiving returned merchandise. Return Request Details: Order ID: XXXXXXXXXXX Order Date: April 23, 2015 Return Reference Number: XXXXXXXXX Product shipped back to DR Canada warehouse, tracking number confirmed by customer service numerous times. So far it's been over a week no refund authorization email received by email. Called customer service at least 5 times, issue is not getting resolved. Will NEVER deal with Digital River again!

Desired Settlement: Full refund

Business Response: Initial Business Response /* (1000, 5, 2015/06/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product refund. The complaint states that the customer believes they have been unable to obtain a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, a refund was processed for the customer's order on June 9th, 2015. The customer can expect to see this refund reflected in their account with then next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, ** *********** ***** Digital River, Inc. Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: They guaranteed for the money back for not passing the exam. I filed the refund request and no reply. There is a chat online. There is nobody available. Product_Or_Service: Order - UXXXXXXXXXX? Order_Number: Order - UXXXXXXXXXX? Account_Number: Pass-Guaranteed.com

Desired Settlement: DesiredSettlementID: Refund Total of Order: USD 59.25 Immediate refund of $59.25.

Business Response: Initial Business Response /* (1000, 8, 2015/06/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the customer was guaranteed money back, and thereby filed a refund request. The customer also states that they have been unable to obtain such a refund. As such, the customer is requesting a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service has located the customer's order and DR has processed the refund, pursuant to the customer's request. The customer can expect to see this refund reflected in their account with then next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, ** *********** ***** Digital River, Inc. Initial Consumer Rebuttal /* (2000, 10, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/8/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Tried to take off a device from Mi-tracker website, and it deleted my entire key, tried to put back on now I HAVE NO KEY SO I HAVE WASTED MONEY WANT ANOTHER KEY!!!!! I DIDN'T PAY TO HAVE MY KEY TAKEN AWAY JUST TO TRY TO REMOVE A DEVICE

Desired Settlement: I WOULD LIKE ANOTHER KEY ASAP FOR THE MI-TRACKER SOFTWARE I ORDERED AND MY ORDER NUMBER WAS 3CNZXF7-A4A55L and email is *************@yahoo.com it says it was sent from this email *************@digitalriver.com

Business Response: Initial Business Response /* (1000, 5, 2015/05/13) */ This person has the wrong MyCommerce. They need mycommerce.com (a digital river company) . We are mycommerce.net (private company in Santa Monica) Final Business Response /* (1000, 16, 2015/05/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the product did not function as advertised. The customer believes that their key was deleted and therefore has been unable to use their product. As such, the customer requests a new key. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has requested a new key for the customer. The key was given to the customer through their provided email. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: After repeated tries to request a refund, I am now being told that it's too late to request a refund. While looking for a Networked Attached Storage, I decided to purchase a Western Digital NAS drive. It was claimed to be compatible with Mac. After 24 solid man hours of trying to get the NAS drive to work properly with the Macs in my home, I decided that it wasn't going to work and would have to get a different product. I went to the Western Digital support site to request an RMA number (run by Digital Rivers). After 4 failed attempts to request an RMA (the website kept telling me to choose which product I wanted to return and refused proceed, even with the product selected) I was finally able to send the request off. I sent that request over 2 weeks ago. The submission page stated that my request would be processed in the order that it was received. it should not take TWO WEEKS to send an RMA number. I went to go call today about the issue and learned that the phone number that I can call is only open during the hours in which I'm at school. I tried logging into the site to email the support directly. I was told that I had to log in, it failed. I tried requesting a new password (thinking that might be the issue) and I couldn't get a new password. I decided to try and register the account again (thinking that maybe there was something wrong with my account). Nope, I could reregister the account because it "Already exists in the system" and I should use the "Forgot Password" request. Since I couldn't use the "Forgot Password" request, I was stuck in an endless loop of not being able to get the support email or any support for that matter. I'm tired of trying to get a broken website to work so I can get the already PROMISED RMA number from Digital Rivers. My order number is: XXXXXXXXXXX My order date is: March 30, 2015 The product that I ordered was a My Cloud EX2 6TB. Yes I'm aware that the "30 day" window has passed, but I started this process 14 DAYS AGO!! I sent the request for the RMA on Friday April 17, 2015. That was well within the allotted time to request the RMA to receive the refund.

Desired Settlement: To resolve this issue, I just want the RMA number sent to me so that I can mail the product back and get my full refund (as promised in the return policy on the Western Digital Store site, run by Digital Rivers) for a product that doesn't work as claimed with my computers. I look forward to getting this issue resolved quickly.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the product did not function as advertised and that the customer was unable to obtain any resolution or refund. As such the customer requests a refund for the full purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service would be happy to provide a refund and has sent the customer RMA instructions via email so that a refund may be processed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I downloaded software I purchased from Mycommerce for android recovery. After repeated attempts, the software didn't work. Request 4 refund ignored. I downloaded software I purchased from Mycommerce for android recovery. After repeated attempts, the software didn't work. Request 4 refund ignored. I bought android recovery for phone repair. I attempted to download, per the instructions rec'd on email, about 5 times. I also tried the "pro" download as recommended. None of these worked. I contacted support about 8 times to request a refund. They have ignored my request.

Desired Settlement: I would like my original refund amount of $44.90 plus $120 (8 emails x $15 each) for time spent pursuing this matter to request the refund and to try and download the non working product ($34). Total $198.90. I would also like a formal apology from mycommerce for treating me discourteously, ignoring my requests, and failure to honor the agreement as in the original purchase terms.

Business Response: Initial Business Response /* (1000, 5, 2015/05/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the product did not function as advertised and that the customer was unable to obtain any resolution or refund. As such the customer requests a refund for the full purchase price and additional money for time spent. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer or their order with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, the order number, email address, and product name. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Digital river does not issue refunds of any kind despite their representations. I was told I would receive a refund in 7 business days. I followed their instructions and shipped the product back to them using their shipping label. I waited two weeks to check to see if the refund was issued as it was an extra week outside of their information of 7 days. I have not received a refund. I called the company on 4/27/15 to inquire. I have been told they don't know why and that they have to investigate. This is odd as I have proof of delivery, and they say they see that the item was delivered.

Desired Settlement: I am seeking a full refund for purchase

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a product. The complaint states that the customer that they have been unable to obtain a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer or their order with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, the order number, email address, and product name. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Returned defective product, which I paid import duties on. They sent me a replacement but didn't mark it as such and I was charged customs again. I purchased a "Battle Ram" product from Matty Collector (Digital River) and because I live in Canada I was charged import duties by Canada Customs. The product was defective and the company agreed to replace it. They gave me this Ticket number: XXXXXX. The replacement was shipped to me free of charge, however, when they sent it to me they failed to mark it as a replacement product and instead listed it as having a value of $110.00. This labeling resulted in me being charged import duties a second time in the amount of $26.70. This was the fault of the seller for mislabeling their replacement product, and not the fault of Canada Customs. I have been trying to get the $26.70 refunded to me by the company for over a month now. I first notified them of the problem on March 26, 2015. I sent them through copes of the documentation including the Customs invoice, the paid receipt, and the import document that they filled out incorrectly that was attached to the parcel. Since then they have been playing a game indicating that they have not received the documentation I send them. I have now sent it 4 times, and every time they write me back saying they have no record of the documents being sent. I last emailed them on April 22nd, once again including the documents they requested showing proof of their error and proof of payment and I have received no response. I indicated I would be making a complaint if they didn't respond and here I am making good on my promise to complain. What bothers me the most is the abysmal customer relations where they are simply playing stupid about supposedly not receiving the documentation. They reply to the exact email that the documents were attached to, and blatantly lie saying "we have reviewed each e-mail you have sent this year and we are unable to locate any attachments. In order for us to assist you further in this matter we need a copy of the customs invoice for this order. Please rely to this e-mail with the attachment referenced in your previous e-mails so we can escalate this case accordingly." Truly unbelievable!

Desired Settlement: I am seeking reimbursement for the additional $26.70 I paid in import duties on a replacement product for a defective product that should never have been charged to me. The only reason I was charged a second time for import duties on a replacement product was because the seller failed to mark the replacement as a replacement. This was their mistake, not Canada Custom's mistake, and therefore the company is responsible for reimbursing me this charge.

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes upon receipt of a replacement product the customer had to pay additional import duties. As such, the customer requests a full refund for the additional import duties that were charged. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has requested that the customer send a copy of the bill from customs. The customer has stated that they have provided the bill twice, however DR customer service is unable to locate this bill. DR customer service asks that the customer provide the customs bill through the BBB website. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attached the bill on 5 separate occasions in emails to Digital River. Each time they suggest non-receipt. I attach it here as requested in the hopes that this will finally be resolved. I last emailed them with the documentation on May 1st and again received no reply. Again I am seeking reimbursement for the additional $26.70 that I paid in import duties on this replacement product. Sincerely, ***** ******** Final Business Response /* (4000, 9, 2015/05/14) */ Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes upon receipt of a replacement product the customer had to pay additional import duties. As such, the customer requests a full refund for the additional import duties that were charged. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has still been unable to locate any of the emails containing the bill. However, DR customer service is able to view the customs bill through the BBB website now that the customer has posted such bill to this complaint. As such, DR customer service has processed a refund for the customs bill. The customer can expect to see this reflected in their account within the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/4/2015 Problems with Product/Service | Read Complaint Details
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Complaint: product nor working. asked for refund i purchased a program called FS Tramp an external navigation program for FSX. this product worked two days then a .dll shut down my fsx from that program had to unintall it to get FSX working again. paid by CC asked for refund. i was told to wait a fe days for makes of fstramo to approve my refund. i was told it was approved to wait 5-7 days for refund. i did. i called back they said to wait 24-48 hours more. i still have not recieved a refund and its been past 48 hours.

Desired Settlement: i just want my $36 back for a program that failed

Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per DR customer service records a refund was issued on April 18, 2015 for the full purchase price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/4/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was charged $135.00 for a product that I never ordered or receive . My bank statement showed DRI*Enterprise Architect Minnetonka M . For $135.0 . their phone number is XXX-XXX-XXXX

Desired Settlement: I want $135.00 refundedbecause I never placed this order with them and it was wrongfully charged to me.

Business Response: Initial Business Response /* (1000, 7, 2015/04/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding charges made to their account. The complaint states that the customer believes they were incorrectly charged by DR. As such, the customer requests a refund for the charge. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer's order with the information provided and asks that the customer contact DR customer service to provide a credit card number. If the customer is uncomfortable providing DR customer service with a credit card number, then DR can assist the customer in disputing the charges through the customer's bank. At this time DR cannot take any action on this order, as the order cannot be located. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 9, 2015/04/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called them before with my credit card number and they did locate the order. And the address was not mine. I was informed by whomever I spoke to at Dr that I would have my refund in 5 to 7 day . Today is day 7 and no refund yet. I feel like I am getting the runaround. My bank basically told me to call Dr and straighten it out myself, which I am trying to do. Final Consumer Response /* (3000, 12, 2015/04/23) */ I never got my refund like I was promised. No action is happening. Disgusted with this whole situation. I had to close out my credit card because I was afraid this would happen again. Final Business Response /* (4000, 15, 2015/04/23) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding charges made to their account. The complaint states that the customer believes they were incorrectly charged by DR. As such, the customer requests a refund for the charge. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service cannot locate the customer's order with the information provided in this complaint and therefore cannot locate the prior phone conversation. BBB DR customer service asks that the customer contact DR customer service department via phone once more and have them create a follow-up form ticket number for the customer and put the order information on that ticket so that the DR customer service responding to this BBB can locate the order see what information the customer is referring to. Unfortunately DR cannot assist further until the charge can be located. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Received a used Blackberry Passport though I paid for a new one Hello, I ordered a Blackberry Passport mobile from Shopblackberry.com website and it was full filled by Digital River Inc. I ordered the item on Fri, 04/03/2015 and received it today Wednesday 04/08/2015. Here are few things about the mobile I just received. 1) The box was double taped. The original tap in the box was cut open with a knife and it was replaced with a new one. 2) The box is beat up so bad it looks as if it stayed in the warehouse for years. I currently own a blackberry z30 which i got before a year and the box condition is 100 times better than the one I received. 3) When I opened the box, it had a lot of dust on the phone 4) The factory screen gaurds installed at the back of the cover which covers the sim and memory card panel had a lot of dust accumulated on it. 5) The sides of the phones have few smudges which looks like the phone had a cover before 6)The screen gaurd at the back of the phone has been removed and resticked which is clearly visible because of the way it is sticked. It also has some smudges. 7) The camera screen gaurd has a lot of scratches and I haven't checked if its on the camera or just on the top of the cover only as I dont want to remove the screen gaurd 8) The charger which came with the mobile had a lot of dust. It is clearly a used phone which is being sold by shopblackberry the manufacturer of the phone as a new one. Selling a used item as a new item is illigal. Though I paid the full price of a new item, I got a used one and it is really disappointing. I have also wasted hours calling to shopblackberry/discover and spend time taking photos etc. I want a new phone with all its original packing and contents as that is what I paid for. Order No: XXXXXXXXXXX Thanks, ******

Desired Settlement: I want a brand new phone which is unopened and without any issues. I will send back this one after receiving the new phone as this is the only phone I have currently. I am not willing to place another order and go through all the hassles again. Also, I have seen a lot of complaints of blackberry sending used devices to customers in Amazon, crackberry etc. Is blackberry concerned about the customer at all? What kind of investigation is blackberry doing about this? I wont close this case until I get the answer for this.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the purchase of a product. The complaint states that the customer believes they received a used product. As such, the customer requests a new product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service reached out to the reseller, Blackberry and Blackberry has opted to take ownership of this issue. Blackberry customer service will reach out to the customer to assist in correcting the issue. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Attempted to purchase Mcafee anti-virus software thru Digital River which was uninstallable. Promised $44 refund never received. Many attempts The Mcafee antivirus software I purchased thru Digital River (unaware I was not purchasing thru Mcaffee) was uninstallable after many attempts by myself and with assistance via India, where customer reps attempted to sell $300 tech packages. SO ANNOYING!. Mcafee was uninstallable. Customer Service (after great hassle) sent me notification of refund for $44.99, which after several weeks has never appeared in my bank account. Order #XXXXXXXXXXX. Any recourses turn out to be dead ends.

Desired Settlement: Just want my $44.99 refunded NOW. I will never do business with Digital River or Mcafee again.

Business Response: Initial Business Response /* (1000, 5, 2015/03/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per DR customer service records a refund was issued to the customer's Paypal account on February 18, 2015 for the full purchase price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: One or two of these may be legit, but the rest are unknown to me and I have no idea as to what they are. There are numerous charges listed only as DRI, and on one day two charges for the same amount. I have tried to cancel the software but they keep coming over the last year.

Desired Settlement: I would like the last charge on 1/9/2015 corrected, and any others for items I did not purchase also corrected, but I have no idea what these items are, so cannot verify whether or not these are legitimate.

Business Response: Initial Business Response /* (1000, 5, 2015/03/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding charges made to their account. The complaint states that the customer believes they were incorrectly charged by DR. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer's charges with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, for each charge the customer should provide the descriptors on their statements, the amounts that were charged and the dates the charges were processed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/03/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2/2/2014 dri spyhunter category hobbies 43.29 2/2/2014 second identical charge, same category and price 1/9/2015 DRI avast category recreation 75.75 3/25/2014 Dri Spyhunter minneto category recreation 75.75 8/10/2014 dri spyhunter minneto category recreation 43.29 1/14/2014 dri avast software category computer 37.88 2/8/2014 dri spyhunter category hobbies 32.46 Final Business Response /* (4000, 12, 2015/04/06) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of several products. The complaint states that the customer is unsure as to what product were purchased. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Digital River has located the follow order placed by the customer: Two identical purchases were made for the same product on Feb. 2nd, 2014 titled dri spyhunter for $43.29, by Enigma Software Group USA, SpyHunter Renewal March 25th, 2014 titled Dri Spyhunter minneto fir $75.75, by Enigma Software Group USA, LLC , SpyHunter & RegHunter Aug. 10th, 2014 titled dri spyhunter minneto, for $43.29 by Enigma Software Group USA, SpyHunter Renewal Jan. 14th, 2014 titled dri avast software, for $37.88, by Avast, avast! Pro Antivirus - 1 PC, 1 Year Feb. 8th, 2014 titled dri spyhunter, for $32.46, by Enigma Software Group USA, LLC, RegHunter Renewal Digital River has no record of a January 1st, 2015 purchase for $75.75. If the customer checks the amount and date, customer service may be able to verify the purchase. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Trend Micro Order # XXXXXXXXXXX, they gave Ref # X-X-XXXXXXXXX Return # XXXXXXXXX. they said :update but never refund On 11/18/14 Trend Micro was unauthorized renewal subscription order # XXXXXXXXXXX, cost $35.95. I called to cancel this subscription on 11/28/14. They gave me a reference # X-X-XXXXXXXXX and Return # XXXXXXXXX and call this # X-XXX-XXX-XXXX. I called this # the operator said: access code required when you call this number. I saked Trend Micro to help me. They did not. I called X-XXX-XXX-XXXX, they did not help me but they should update? since 1/1/15 until now. I should help from BBB.

Desired Settlement: I need a refund $35.95.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and subsequent automatic renewal of such product. The customer states in the complaint that they have been unable to obtain a refund. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer. However, there is a dispute for this order, which prevents DR customer service from taking any action with the funds. DR customer service requests that the customer clear this dispute so that a full refund may be processed for this order. Please notify DR via the BBB or by calling our customer service once this dispute has been dropped. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/04/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) DR customer service had to take an action to refund money $35.95 to me, DR did not need me to clear this dispute. This is the prolong time and DR plays this for so long since January 2015. ** *** ** Final Business Response /* (4000, 9, 2015/04/15) */ Digital River ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product and subsequent automatic renewal of such product. The customer states in the complaint that they have been unable to obtain a refund. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Unfortunately, there is a dispute for this order with the customer's bank. When a dispute is issued to the bank by the customer the bank removes the funds from DR's possession. This prevents DR customer service from refunding the funds. DR customer service requests that the customer work with their bank to clear this dispute so that a full refund may be processed for this order. Please notify DR via the BBB or by calling our customer service once this dispute has been dropped. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 11, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not know what the customer's bank is, how i can remove my dispute from the bank to clear this dispute. The DR always create a headache for the customer. That is why i need to refund my money.

4/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a software program called LoanAmortizer Professional Edition 2615LAPro. They didn't provide the required code to unlock the software. I purchased a software program called LoanAmortizer Professional Edition 2615LAPro. It was required to send them a License Key and they in turn would provide a code to unlock the software. I provided this code many many times by email and fax to no avail. I never received the unlock code. I requested a refund from their website and have not heard from them. Paid by Paypal. Order Number: UXXXXXXXXXX Sold by: SWREG Inc. XXXXX **** **** **** ********** *** XXXXX US Registration ID: XX-XXXXXXX Sold to: Name: ******** ****** Street: XXXXX ****** **** 210 City: ******* State/Province: ** Zip/Postal code: XXXXX Country: United States Telephone: XXX-XXX-XXXX Email: ********@earthlink.net Payment Method: PayPal Product Code Name 2615LAPro LoanAmortizer Professional Edition Download link imbedded in emailed receipt Single User US $39.95 1 US $39.95 Total US $39.95 Tax (7.75%) US $3.10 Grand Total US $43.05

Desired Settlement: Refund the amount of Grand Total US $43.05

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service has issued a refund for the full amount. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am seeking a refund of $34.55 for a software product I purchased on 3/13/2015 from a mycommerce vendor, tdmore. Order ******************* vendor sold me a dvd converter program which I can no longer use, due to the fact that the vendors website is down leaving me without customer support and it is no longer possible to re-install the product.The vendors facebook page has also vanished. I was promised a 30 day money back guarantee if not satisfied. I WANT MY MONEY BACK! I expect mycommerce to do the responsible thing, have some accountability for its vendor and arrange to have me refunded for a product I can no longer use due to no fault of my own. Product_Or_Service: dvd converter Order_Number: **************

Desired Settlement: DesiredSettlementID: Refund Since this complaint was lodged within the 30 period I was given to request a refund, I expect mycommerce to make good and return my money!

Business Response: Initial Business Response /* (4000, 8, 2015/04/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product can longer be used. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has processed a refund for the full amount. The customer can expect this amount to be reflected in their account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 6, 2015/03/30) */ I would settle for the option of being able to store the software on an external drive for continued use if that option exist in lieu of refund. If product can be used independently without having to use TDMORE website to re-install if/when my computer goes down. If this is not possible, then a refund is required-since I as a customer cannot rely on TDMORE to maintain their website and keep it up when it becomes necessary to re-install the product and it cant be done by any other means. It is my desire to keep the software-but only if I can use it without having to rely on TDMORE to continue to use it! TDMORE cant seem to keep their website active and I don't want to have to go through this for something I spent money for.

4/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Digital River processed an unauthorized transaction on my credit card for a company called Enigma Software Grp. They claimed it was an automatic renewal that I had signed up for but my software had expired and I had not authorized any automatic renewal for any company, ever. When I first contacted Digital River they were unable to find any account for me under my name, email address, or the credit card that they billed. I contacted my bank, reported fraud, and had my card canceled and reissued. I called digital river back to get their address so I could report them to the BBB and they then found my account and issued the refund. I had to become very angry and show this in my tone of voice before I could get their address. They also had to have me call a different phone number to get the address (XXX-XXX-XXXX). The funds are currently on hold and have not been removed from my account. If they have issued the refund, I don't think they will be removing the funds but I need to call my bank back again to find out if this is a correct assumption. Now I have to wait 5 - 10 days for my new credit card to arrive in the mail because my bank is out of state. Product_Or_Service: *** ****** Order_Number: stXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) They can still remove the money from my account until 3/24/2015. I would like the money to be left in my account since it is only a hold and the money has not been removed at this time. This was a fraudulent charge threw Digital River from Enigma Software Group.

Business Response: Initial Business Response /* (1000, 5, 2015/03/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of that product. The complaint states that the customer believes they did not authorize the renewal. As such, the customer requests a full refund for the purchase price of the automatic renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service processed a refund for the full amount of the auto renewal price on March, 20, 2015. The customer can expect to see this reflected in their account within the next 3-5 business days. Additionally, DR customer service has turned off the auto renewal function so that there will be no future charges for this product. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: DR and BB conspired against customers to bait and switch by listing the Blackberry Q10 for $299 with a $100 disc while the device was sold out. DR and BB offered a promotion during xmas of $299 for a Q10 with a $100 discount when returning a previous BB device. BB and DR placed this promo knowing the Q10 was sold out. They did this to drive sale of the BB passport as customers would go to the site, see the Q10 was sold out and have no choice but to pay more for the Passport. Clear case of Bait and Switch. Even worse - they emailed me every two weeks to state the q10 was in stock and to offer the Q10 for sale at $299 however the phone was never in stock and only the new Passport or Classic were available. This is against the law in Canada. Many other customers have complained online in regards to this and I want my phone (Q10) or a new Passport or Classic for $299 as the Q10 was offered or I'm looking into Small Claims Court. DR has been jerking me around now since Jan "investigating" the issue when they well know they pulled an illegal tatic and are now trying to save themselves from the hardships. Being a long time customer of BB and previously working for Rogers - I thought I'd be a long time customer but now I am thinking of switching to Android - at least they wont lie to me about sales and promos.

Desired Settlement: I want either a Q10, Passport or a Classic for $299. Other than that I want a full refund of the difference in pricing for a Passport compared to a Q10.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's attempted purchase of a product at a discounted price. The complaint states that the customer believes the product was not provided at the promised price because it was out of stock. As such, the customer requests that the product be offered to them at the discounted price or a refund for the difference in price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Promotional prices are offered at Black Berry's sole discretion and they typically do not price match promotions running outside of the time frame when an order is placed and completed. However, DR customer service has obtained approval from Black Berry to offer the customer the Classic for $299.00. DR customer service is currently working to have a purchase link set up specifically for the customer to use to place the order at this price. This link will be emailed to the customer as soon as it has been created. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Two unauthorized charges of $43.29 each were made to my debit card. Dispute with bank was filed, credit applied. One credit was reversed. Two unauthorised charges of 43.29 each were made to my debit card on 12-19-14. I made a dispute with the bank, canceleed the card, and the account credited 86.58 on 12-14-14. One 43.29 credit was reversed on 2-24-15 by the dispute company. I am complaining about that unauthorized charge on 12-19-14. Order #XXXXXXXXXX Guild Wars 2. The email given on the receipt is ***************@yahoo.com (which is NOTHING like may email.) If two exact charges were made the same day, why was only one authorized? I did NOT make these charges,contrary to company info, my computer ID was not used to make these charges, and I am curious as to who ******* ****** is.

Desired Settlement: Since I immediately cancelled my debit card when I saw these charges so a credit cannot be issued, I want to be issued a refund of $43.29 for charges that I did NOT make.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the charges that were made to the customer's card. The customer believes that these charges were incorrectly taken out of the customer's account. As such, the customer requests a refund for the charge. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Arenanet. Per DR's contract with Arenanet, DR is contractually prohibited from handling any of Arenanet's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Arenanet can assist with this request. Customer URL: http://support.guildwars2.com DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a customer service issue with the company (Arenanet)that Digital River Inc contracts with. By virtue of their own job description, DRI "...to assist them in selling their products on the internet." DRI is the company that accessed our account without authorization and took the money from our account, not Arenanet. DRI is the company that needs to reverse the charges because we never received a product from Arenanet, so it is NOT a customer service problem with them. It is a customer service problem with DRI that fraudulently provided the funds to Arenanet. Therefore, DRI is reponsible for the unauthorized charges. Final Business Response /* (4000, 9, 2015/03/24) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding charges that were made to the customer's card. The customer believes that these charges were incorrectly taken out of the customer's account. As such, the customer requests a refund for the charge. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Arenanet. Per DR's contract with Arenanet, DR is contractually prohibited from handling any of Arenanet's customer issues. Therefore, DR cannot provide any customer assistance such as a refund or any kind of repatriation of funds to the customer. Only Arenanet can assist with this request. Customer URL: http://support.guildwars2.com DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Transaction cancelled by Digital River and Autodesk but my money still are pending in account.Please, sort this out ASAP!!!ORDER N-XXXXXXXXXX CHAT LOG with Autodesk Representative: You: Order N- XXXXXXXXXX ***: This is also called a floating license. ***: Thank you. ***: One moment please. You: Thanks fot the info ***: You're welcome. ***: Can you please verify the email address and the billing name on the order? You: ****@hillsnet.co.uk You: Hillsnet Ltd ***: Thanks for the information. ***: Upon checking... ***: The order was cancelled before any processing occurred. ***: Nothing will show on the credit card and nothing will be shipped. You: ? ***: Your order is not completed because it was cancelled. You: whatis the reason? You: I did not cancelled ***: My apologies however we are unable to provide the exact reason why it was cancelled by the accounting department. You: I still do not see my money in the account You: *** I contact you You: over the phone ***: The authorization has already been reversed last 2/20/15. ***: I'm sorry but we don't have access to phone lines in Online Sales chat support. You: I mean to give me phone to your accounts dep ***: I suggest to contact customer service instead. ***: You can call them at XX XXXXXXXXXX. You: thank you ***: You're welcome. ***: Do you have any other concerns? ***: We have not heard from you for some time. Do you wish to continue to chat? ***: Hello! I am an Autodesk Customer Representative. How can I help you today? ***: Since we have not heard from you for some time, we will now end this chat. ***: Please feel free to chat with us again if we can be of further assistance. ***: Have a nice day. AS YOU CAN SEE TRANSACTION HAS BEEN REVERSED ON XX-XX-XXXX . As of today 26.02. I still have not received my money back. Please, contact your PAYMENT PARTNERS TO RELEASE THIS AMOUNT ASAP.!!! Im really fed up back and forth between my bank and Digital River! This is not acceptable. In next 24 hours I need my money!!

Desired Settlement: I need the amount OF £17423.78 to be released ASAP

Business Response: Initial Business Response /* (1000, 7, 2015/03/09) */ Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that the order was cancelled and also believes that they were still subsequently charged. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records indicate that the customer's bank account only reflects a preauthorization charge, meaning their bank has set the money aside in anticipation of a charge. Unfortunately, DR customer service has no control over that process and the customer must contact their bank and inquire with them to remedy the preauthorization charge. If the bank requires information from DR customer service to remove it, please have the customer reply with what information is specifically required so that it may be provided. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a product that was advertised as having a 100% money back guarantee if didn't work on my system.It didn't work, but they won't issue refund. I ordered a product called Windows Password Recovery after being locked out of my new laptop computer. It was advertised as being able to bypass the password screen, and would be able to reset my password without having to wipe out or reset my computer to factory settings. It said that it would work on all versions of Windows 8, and that if the product didn't work, they would issue a 100% refund. I got the download on 2/14/15, and it didn't work. I took it to a computer specialist, consulted w/ Microsoft & Toshiba, and they all told me that the new version of Windows 8 would not allow you to boot from a flash drive without first entering the password, which made this tool useless. I contcted SWREG on 2/15 for the first time, and requested a refund. THey didn't respond, so I sent 3 more emails. After 2 weeks I was CC'd on an email from someone within SWREG to another department, asking them to please help me. Still no response from them. I finally had to have my computer reset to factory settings in order to use it. Today, 2/26, I finally got an emal from SWREG sayig that they wouldn't issue a refund, but I would have to try another product that would work on Windows 8. It is too late, as I no longer need the product- after 2 weeks I had to reset my computer. Also, the version I paid for said it was for Windows 8, so no excuse for it not working. They do not provide a contact number to speak with anyone, and they do not respond to email, so not sure how to obtain my refund. Also, they sent a backup disc for the product I bought, and it was shattered into several pieces. Not that it worked for me anyway, but still very unprofessional that they send broken products. Still no response from these people, and I did tell them that my next step was to file a complaint with the BBB, so to please contact me in order to avoid that.

Desired Settlement: I want the full 31.75 refunded back to my credit card, as was promised at the time of purchase.

Business Response: Initial Business Response /* (1000, 5, 2015/03/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased software did not work. On February 7th 2015, purchased a download version of a password recovery software online through **************** order Id is: ************** which is under My Commerce a Digital River Company. Software did not work for the version I had,for job purposes I needed to fix my computer immediately so same night emailed the customer service and they sent a link to download, the link was not working either, emailed them again they did not respond, so i got my computer fixed through a different source. Their website advertise moneyback garanteed service ,however i have emailed them several times to get my money back, and their customer service keep sending links to fix my computer. They r not refunding my money.

Desired Settlement: I am asking for a refund since their software didnt work for the version I have and they advertise money back if it doesnt work.

Business Response: Initial Business Response /* (1000, 5, 2015/03/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Subsequent to multiple attempts to cancel my auto-renewal, it remains not cancelled! I had made several attempts to cancel the so-called "auto-renewal" (i.e. going through the website, sending an email, telephone calls). Not only does the company have outdated information on file, but that computer is no longer in use. This company should be ashamed of themselves. This has renewed since 2010, totaling $181.91. I have attempted to cancel with my credit card and paypal, and contacting BBB is mmy last straw.

Desired Settlement: $181.91 and NOT FURTHER UNAUTHORIZED CHARGES

Business Response: Initial Business Response /* (1000, 5, 2015/03/08) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's automatic renewal of a product. The complaint states that the customer has attempted to cancel the auto renewal but the customer believes they have been unable to do so. As such, the customer requests a full refund for the purchase price of the auto renewal and a refund for those charges. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer's order with the information provided. Please have the customer provide further information regarding their order such as, merchant name, dates of transactions, and product. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered I an item on December 9th, 2014. Have not received item as of yet, 02/10/15 An order was placed on December 9th, 2014 for three products. Two weeks go by and a call is made in order to know the status of the items and I was told my order was back ordered. Another two weeks go by and I make a phone call, to HTC which I am then transferred to Digital River Inc. where I am told my item is being processed. During the third call in order to know the status of my merchandise, I am told the item is still processing after a month and a half of placing the order. The 8th call was made today, 02/10/2015 and I am told my order is still processing. I would like the items I paid for. Money was taken out of my account for products I never received. I just want what I paid for or the option of being able to choose a different item.

Desired Settlement: I am seeking the option of being able to choose other items to compensate for never receiving what I paid for.

Business Response: Initial Business Response /* (1000, 5, 2015/02/20) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they did not receive the product. As such, the customer requests the item for the option of choosing other items. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records show that the item is on backorder. DR cannot swap out products; however, if the customer no longer wishes to receive the product, then the customer will need to cancel such item for a refund and place a new order. Unfortunately, DR customer service does not have the ability to obtain an estimated delivery time when items are on backorder. If the customer wishes to cancel this order a refund can be processed and the customer may make a new purchase. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Software company sells software with 30-day guarantee policy. Software does not work. Refund request is made, the company does not provide refund. DRI Windows Recovery sells software to help unlock Windows account passwords. I paid for 2 pieces of software, orders UXXXXXXXXXX, UXXXXXXXXXX. Tried both pieces of software and neither would unlock the Windows account. I immediately requested a refund, as promised, via their website. The refund process involved filling out a form that was auto sent to a "support" address. Someone named *********** sends a response that has another link to download more software. I do not need more software. I need refund. This company sells software that does not work in 100% of Windows applications. I am a Senior Design Engineer with experience in such areas. I was able to solve my original problem with a Free software download. ************************************* Company Link: http://www.lostwindowspassword.com/support/support.htm Refund Link: http://www.cardquery.com ***************************** These sites are part of the Digital River Software Commerce Network in: DR MyCommerce, Inc. XXXXX **** **** **** ********** , ** XXXXX US ******************************* I have found multiple complaints against DRI Windows Password ** the internet. I have saved email correspondence with the "*******@lostwindowspassword.com" refund request. ******************************** The Operating System was a test case used on a Department of Defense, DoD, Windows 7 Professional Image. The software could not "crack" the account as promised. Therefore the Software Vendor must honor their 30-day guarantee. ******************************* The original order was placed on November 05, 2014. Refund request was made on the same date. No refund was made. I contacted my Credit Card company and filed a dispute. The Software Company rejected the dispute in January 2015, on the grounds that it was not a Fraudulent Purchase. The Purchase was made but the Software was promised to work or 30-day guarantee refund. The software did not work. The Credit Card company placed the REBILL back on my card statement on February 06, 2015 for the amount of $69.90 ***************************** $69.90 is not a lot of money. However, the Software Vendor advertised the 30-day guarantee on all their products so this is false advertising. ****************************** Software Purchased through link: Website: http://www.lostwindowspassword.com/ Whois Lookup on Domain: http://whois.domaintools.com/lostwindowspassword.com ***************************** Customer Service for Company link: https://www.cardquery.com/ Whois Lookup on Domain: http://whois.domaintools.com/cardquery.com ****************************** These companies operate across multiple states and hide behind domains and hundreds of DNS addresses. It is impossible to find a person to speak to. A perfect example of an Internet Software Scam.

Desired Settlement: Please reimburse my credit card for the $69.90 for orders: UXXXXXXXXXX UXXXXXXXXXX This software did not work as promised.

Business Response: Initial Business Response /* (1000, 5, 2015/02/26) */ Digital River ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of software products. The complaint states that the customer believes that the product did not function as advertised. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service has issued a refund on both orders. The customer can expect to see this reflected in their account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Item was billed on 12/10/2014 Item was refused on 12/26/2014 upon arrival. Package never left the USPS mail man's arms. They have refused to refund. Item was billed on 12/10/2014 Item was refused on 12/26/2014 upon arrival. Package never left the USPS mail man's arms. They have refused to refund. I've contacted then numerous times and I keep getting the runaround. I've been told y USPS the package arrived and Digital River is telling me It has not. I'm sorry but it does not take a month to receive a package I received in less that 10 days. This is not the first time they have commited this act of not refunding moneyor replacing items.

Desired Settlement: I want a full refund in the amount of 103.69. Period. No exceptions or my credit card company and my lawyer will be involved.

Business Response: Initial Business Response /* (1000, 5, 2015/02/03) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they refused the product upon delivery and that they have been unable to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records show that a refund was issued on January 27th, 2015. However, on February 2nd, 2015, customer service records show that the customer issued a dispute for the full amount of the order via the customer's credit card. This caused an excessive refund of $90.00 to be posted back to the customer's card. In order for DR customer service to further assist the customer, the customer must reverse the dispute. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been a recurring issue with Digital River. I have purchased items that were not delivered in the past. When contacting Digital River regarding this, I'm told they will not refund or reship my item. As for the complaint put through on my cc, I had no choice but to do that as they refused to refund my money in a timely manner. Until Digital River supplies me with the figures I have paid for and not received in the past I will not drop my cc claim. Final Business Response /* (4000, 12, 2015/02/26) */ Digital River ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they did not receive the product. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer. Per customer service records the dispute has been reversed by the customer and a refund has been processed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I had cancelled Order Number: XXXXXXXXXX but still ended up receiving the item. I had cancelled Order Number: XXXXXXXXXX but still ended up receiving the item. After receipt, I asked HTC for a return number. I did receive an RMA number (HTC RMA# XXXXXXXXX) and returned the item with the number but have not received a refund of $687.94.

Desired Settlement: Please issue a refund of $687.94.

Business Response: Initial Business Response /* (1000, 5, 2015/02/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and attempted cancellation of such product. The complaint states that the customer believes they tried to cancel the order but still received the product. As such, the customer requests a full refund for the purchase price of the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service's initial attempted cancellation was delayed due to the charge being disputed with the bank. Since, the dispute has been dropped and a refund was issued on February 9th, 2015 for the full purchase price. Please allow 3-5 business days for this to reflect on the customer's account DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had a charge show up on my bank account today in the amount of $39.99 to supposedly renew my Avast account. This was not authorized. One year ago I requested internet security software from avast for the price of $9.99. Today, a year later I had a charge show up on my paypal account that is linked to my checking account for $39.99 for a supposed renewal that Avast is saying I asked for. I did not. I feel the practice of this automatic charge on a person's account is shady business and should be looked into. It seems illegal to me. I am saddened by this as now my bank account is overdrawn and I have to pay all kinds of bounced fees and charges that I can not afford. I never authorized this and if they tricked me into some small print trickery then I think this should be investigated further. How many people are they doing this to?

Desired Settlement: I want this charge of $39.99 reversed immediately and for this practice of automatic renewal at a huge inflationary price (from 9.99 to 39.99) should cease and desist to all future customers.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of that product. The complaint states that the customer believes they did not approve of the renewal. As such, the customer requests a full refund for the purchase price of the automatic renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services records show that a refund was issued on January 22, 2015 for the full renewal price. The customer can expect to see this reflected in their account in the next 3-5 business days. Additionally, DR customer service has cancelled the automatic renewal subscription for this product so that the customer will not be charged again. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Duplicate credit card charges. On 12/31/14 I received an email that my subscription for Kaspersky anti virus was going to expire. I spoke with person to give an updated credit card. On 1/18/15 Digital River charged my old credit card twice without authorization. After many emails they did credit 1 charge, but they are trying to find the 3rd party credit card processor. We have started the process of disputing with our financial co. All we get in response from Kaspersky Digital River they are working on it. How can a company not know who the 3rd party processor is.

Desired Settlement: I want them to credit my credit card. In reality this company received payment 3 times.

2/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Returned a set of headphones and after several phone calls I have yet to receive a refund. November 29th 2014 I ordered one set of headphones (RS160) from the Sennheiser website totaling $124.95 and funds were drafted from my Paypal account. The order number was XXXXXXXXXXX. Received the headphones, not satisfied with the product and phoned Sennheiser as to how to proceed in returning the product. I was sent an email with instructions on how/ where to return along with an RA# XXXXXXXXX. The email also explained that a refund would be issued within 5-7 business days once the product is received. I packaged headphones and sent via UPS 12/22/2014 with tracking number ******XXXXXXXXXXXX. The package was delivered to Digital River 12/30/2014 and signed for by ******** After 3 phone calls to #X-XXX-XXX-XXXX I have yet to receive my refund for $124.95 and it has been almost one month since the product was received by their warehouse. I keep being told their customer service that they will send a priority email to the "warehouse" for my refund. On 1/26/2015 I spoke with ***** (employee #XXXXXXX) who in turn spoke with someone from the "warehouse" and I was told my Paypal account would be credited $124.95 in 24-48 hours. Well, that has not happened and I want my refund ASAP.

Desired Settlement: I only want what is mine which is $124.95 refunded to my Paypal account.

2/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They deducted money from our bank account that we did not authorize. I am an Avast software customer and our account was about to expire. Due to financial problems, we were unable to renew our subscription. I notified Avast of this and our account was setup to "disable" the automatic deduction. The agreement was, our subscription would be suspended and we would have to renew our subscription manually if we wanted to continue their services. On January 23rd, the Digital River company took money out of our bank account to renew our subscription. We spoke with a couple of people from their company and they told us "it wasn't their job" to give us our money back. We have since spoken with others, all telling us the same thing: "it's not my job". We are continuing to get the run around. Our bank account is now over $60 overdrawn because of the deduction of money taken out without our authorization. We have left messages and sent several emails, but the company isn't responding.

Desired Settlement: We just want our money ($39.99) back.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of that product. The complaint states that the customer believes they did not authorize the renewal. As such, the customer requests a full refund for the purchase price of the automatic renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service has processed a refund for the full amount of the auto renewal price. The customer can expect to see this reflected in their account within the next 3-5 business days. Additionally, DR customer service has turned off the auto renewal function so that there will be no future charges for this product. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I cancelled my auto-renew subscription a day after I was billed on Jan 11, 2015. I have not seen refund as promised. After contacting Digital River regarding my wish to cancel Avast Anti-Virus security product on Jan 12, I was directed by Digital corporation to Avast technical support site to file cancellation ticket. I complied with their response. I was charged $49.99 auto-renewal fee. I told Digital River representative that I no longer wished to have this agreement and instead I need a refund. I was told that my service will auto-expire on Jan 16 after cancellation request is submitted. I have not been contacted by Avast regarding refund with any sort of confirmation the my cancellation order has been processed. I have cancelled auto renewal order with PayPal. I am stating for the record that Avast is involved in deceitful and harmful business practices and does not honor refunds. Moreover, Digital River is also involved in deceitful business practices and they should be compelled to honor customers complaints.

Desired Settlement: I want my 49.99 back and an apology from Digital River, Inc

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of that product. The complaint states that the customer believes they cancelled such auto renewal and that the customer was still charged for the auto renewal. As such, the customer requests a full refund for the purchase price of the automatic renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has issued a refund for the full renewal price. The customer can expect to see this reflected in their account in the next 3-5 business days. Additionally, DR customer service has cancelled the automatic renewal subscription for this product so that the customer will not be charged again. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ORDERED TV CANCELLED SAME DAY AS INITIAL ORDER, 1 DEC 2014. ATTEMPTED TO CALL MULTIPLE TIMES!!! TV NEVER DELIVERED; AS SHIPPING AIRBILL SHOWS. ON 1 DEC INADVERTENTLY ORDERED TV FROM SAMSONG. ATTEMPTED TO CANCELL IMMEDIATELY AFTER I RECOGNIZED WHAT HAD HAPPENED. THEY WOULD NEVER ANSWER THE PHONE, SO HAD TO CANCELL BY EMAIL. HAVE EMAIL FROM SAMSUNG(******@*******************) ACKNOWLEDING CANCELLATION, AND,COPY OF AGS HOUSE AIRWAY BILL#***XXXXXXX CONFIRMING NON-DELIVERY.

Desired Settlement: STOP BILLING MY CREDIT CARD; READ YOUR OWN AIRBILL SHOWING NON-DELIVERY

Business Response: Initial Business Response /* (1000, 5, 2015/01/21) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and subsequent cancellation of such product. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Samsung Electronics America can assist with this request. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they can't handle refund, then also should not handle charge, so drop it. Looks to me like dodging their responsibility. DR is the one who started this whole thing by falsely alleging the product was delivered whereas their own reference to AGS delivery shows this is not so. Also, the billing entity is GR. Final Business Response /* (4000, 9, 2015/01/28) */ Digital River, Inc. ("DR") is in receipt of a counter- complaint from a customer regarding the customer's purchase of a product and subsequent cancellation of such product. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung's customer service. Therefore, DR cannot provide customer service assistance (refund, replacement product, etc.) to the customer. Only Samsung Electronics America can assist with this request. Customer Service URL: ************************************************************ Customer Services Phone: XXX-XXX-XXXX Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/27/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Refused any kind of help in regards to my issue of wanting a refund Time 11:49 pmXXXX-XX-XX I wanted to try Final Fantasy a realm reborn, So i noticed they advertised a collectors edition for $44.99 CAD. So i go through and make the order. had nothing come through. no email confirmation nothing. So i checked order history on https://store.na.square-enix.com and realized that the order number was hidden in white text on a white background making it invisible, only found it because my mouse accidently highlighted everything on the screen, so i called the support number on the contact support from Phone: XXX-XXX-XXXX at about 12:05 am 2015-01-10 in regards to the issue, agent stated that it could take up to 72 hours for the order to process. Advised agent that i wanted to cancel the order due to the fact i should not have to wait 72 hours to access digital download product. agent stated there was nothing she could do, she said to call back in a few hours. Time 4:05 am 2015-01-10 called back to cancel order , calling Phone: XXX-XXX-XXXX off the support page, was speaking with the same agent i had before. agent was not aware that i knew i was speaking to the same person. I called because they took $54.81 CAD out of my credit card, and no confirmation at this point either. advised agent that i was not thrilled about this, and with this much nuance that i no longer had interest in the product. agent stated that she could not cancel the order. advised agent that on their website it states that i can cancel at any time. as quoted off their website " Returns and Cancellations What is your refund policy? The Square-Enix, Inc. store by Digital River offers a 30-day money back guarantee for unopened products and for same-item exchanges of defective products. " As well as " How do I cancel my order? You can submit a request to cancel your order on the same day the order was placed (unless your product is on backorder). Please note that your request may not be able to be approved because your order has already been shipped. Click here to submit a request to cancel your order. If your order cannot be cancelled, you will get an email notification when the order is shipped. You can also look up your order to view the shipping status of your order. " At this point i advised agent that she was stating was contradictory to the statements on their webpage, agent just kept saying she could not do anything . asked to speak to a supervisor , agent refused to transfer me to anyone else. Asked agent if she was working in an unsupervised office - agent stated she was. frustrated with the lack of customer support - terminated the call to relax. Called the DR company back at Phone: XXX-XXX-XXXX. was speaking with the same agent i have been all night. advised agent that i was recording the call, advised agent that i was not interested in her aht / transfer rate at her call center , that i needed to speak to a supervisor because she was unwilling to assist me in cancelling my order. agent told me that i have to wait for this nonexistent order that i get no notifications about over a 5 hour period at this point. she was more focused on not cancelling the order that was not processed yet. agents name she stated was *** . I have wasted more time on dealing with this than i would have liked . and refusal of help on all fronts. Digital download games - you pay you play right away, I was not ordering something to have it delivered to my house. its instant download. this has been more frustrating thing ive dealt with in my life. I will never have dealings with this company after seeing other peoples interactions wtih them Order Details Order Number: XXXXXXXXXX Order Date: 1/9/XXXX - XX:XX pm XXXX-XX-XX Billing Address: ****** ******** 12 warbeck place Toronto, ON m3r 3c3 CA Paid with a visa debit card linked to my bank account. Item ordered FINAL FANTASY XIV: A Realm Reborn Collector's Edition PC DOWNLOAD Price: $44.99

Desired Settlement: I want my refund of $54.81 CAD as well as reimbursement for time wasted waiting for this product. ive spent an hour tonight dealing with the same person. and will be at least a few hours of time i want reimbursed for having to cancel a product i should of had right from the get go in the first place. So 2 hours total. Its not right , or fair that a company will do this to its clients, new ones even at that. marketing you should at least adhere to trying to keep new clients instead of driving them furious with bad customer support and poor services that dont seem to exist.

Business Response: Initial Business Response /* (1000, 6, 2015/01/16) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they did not receive the product and that the customer has been unable to obtain a refund. As such, the customer requests a full refund and compensation for time spent while contacting customer service. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on January 9th, 2015. DR customer service has processed a refund for the full amount of the customer's order. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/19/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They charge me twice for the same purchase. I made a purchase of Microsoft Office Mac, a software program, through their website in August, 2013. The charge showed up as Digital River. I was supposed to get a number to use to download the software, but the email with that number never arrived. 3 weeks later, I ordered it again. This time, the number was sent and I was able to download the program. But when I called Digital River to get reimbursed, they sent me to Microsoft. When I contacted Microsoft, they said they couldn't help me because I don't have an account with them. I provided all of my information when I purchased the product (both times). Digital River took the money and 2 identical charges appear on my credit card statement. Since it was software (as opposed to a thing like a phone or a computer), it only needed to be downloaded once. There is no reason for the same customer to purchase it more than once. The 2 companies keep sending me back and forth and no one will help me. Now, too much time has passed for American Express to challenge the charge on my behalf. I have the proof that it happened in the form of 2 receipts. Neither company will even admit a relationship with the other.

Desired Settlement: I paid $166.55 twice. I should only have been charged once. I want a refund of $166.55.

Business Response: Initial Business Response /* (1000, 5, 2015/01/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product twice. The complaint states that the customer's first purchase of the software product did not function. The customer states that they subsequently purchased the software product a second time successfully. The customer believes they have not been able to obtain a refund for the first purchase and as such are requesting such a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Microsoft, DR does not handle customer service for technical support or refunds. As such, the customer must reach out to Microsoft and work with them directly to obtain a refund. URL: http://microsoftstore.com/contact_us Phone: X-XXX-XXX-XXXX DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Microsoft does not acknowledge the sale of this product to me. If I had purchased it directly from them, I would have had to set up an account. Since I don't have such an account (I did not need to set up an account, because Digital River processed the payment), I don't exist in their system and they cannot help me. They insist that I may only seek a refund from Digital River, as Digital River was the entity that received my payments - both of them. My credit card account shows no transaction with Microsoft, only with Digital River. Final Consumer Response /* (3000, 9, 2015/01/08) */ Additional comment to Digital River response: I ONLY HAVE PRIVITY OF CONTRACT WITH DIGITAL RIVER. Further, it is not that the first product was defective. I never received the product that I paid for at all. I was paying for the download of some software and the information (a code) that I was supposed to receive on payment of the fee was never sent to me. Therefore, Digital River did not provide me with a working download - or did not provide Microsoft with the information they required to provide me with the download. Accordingly, I paid a second time to get the download for the first time. My entire transaction was with Digital River. I am not privy to whatever their relationship is with Microsoft. I am happy to supply copies of the relevant sections of my American Express bill to prove that I made the payments to Digital River only and that I have made no payments to Microsoft. I only have privity of contract with Digital River. If they would like to bring Microsoft into the conversation, that's fine. But someone has to refund the $166.55 that I paid for which I received nothing. Final Business Response /* (4000, 15, 2015/01/19) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they did not receive the product. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Microsoft. Per DR's contract with Microsoft, DR is contractually prohibited from handling any of Microsoft's customer service. Therefore, DR cannot provide customer service assistance (replacement product, refund, etc.) to the customer. Only Microsoft can assist with this request. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Online purchase of wall bracket for Samsung TV. Digital River, Inc. is company responsible for failing to deliver wall bracket. Through Samsung's website, on November 29, 2014, I purchased a wall bracket (Part: WMN4277SH/ZA) for my 75-inch Samsung TV. See: http://www.samsung.com/us/video/tvs-accessories/WMN4277SH/ZA. Digital River, Inc. handles business and customer service relating to Samsung's online sales. This purchase was confirmed via email from Samsung on the same date. (Order Number: **********). At the time of purchase, Samsung's website stated price included the following: "with Free Shipping Ships in 3 to 5 business days." During checkout, Samsung's website again confirmed (highlighted, in red font): "Ships in 3 to 5 business days." On December 9, 2014, when I did not receive delivery of the wall bracket or any further information about my order from Samsung, I became concerned. I tried to check the status of my order using Samsung's website that supposedly allows customers to view order status, get shipping tracking numbers, and/or view the shipping status. However, all I could find was a copy of my invoice. None of the shipping information was available via Samsung's website. Again, by this time, I should have received delivery of the wall bracket. Thereafter, I called Samsung's customer service (1-855-726-8721). Through this contact with Samsung's customer service, which actually took several phone calls and online chat sessions, I was finally informed my wall bracket was on "backorder" and Samsung was not expecting more stock until the end of December. It was admitted to me, however, that just because Samsung was supposed to receive more stock at the end of December did not necessarily mean that my order for one (1) wall bracket would be fulfilled at that time; the customer service representative had no way to determine when my specific order for a wall bracket would be satisfied ... if ever. My options from Samsung's customer service were to either wait patiently (maybe forever), or I could cancel my order. Upon hearing this news, on December 9, 2014, I took an additional step of contacting Samsung's Office of the President via email to let them know of my problem and that Samsung's customer service was not resolving that issue. At first, it looked as though the Office of the President was working to find a way around the backorder situation. The president's representative emailed me back on December 15, 2014, stating: "We are also checking to see if there is any other means in getting the wall bracket for your unit as it is appearing to be on back order. I understand your urgency in your request for the part. I will follow up with you within 24 business hours to advise of the status." But, on December 18, 2014, the same president's representative emailed me and said: "The wall mount is still on backorder and the estimated restock has changed to 12/20." No further information about my order was provided. I responded by requesting a specific delivery timeframe from Samsung, on a date and time certain, when I could expect to receive the wall bracket. Today is now December 22, 2014, so four (4) more days have passed, I have still not received my wall bracket, the "estimated restock" date provided by Samsung's customer service (12/09/14) and the Office of the President (12/18/14) has gone by now without any update or word from Samsung as to shipping me a wall bracket, and I received zero response to my written demand for a specific delivery timeframe. As of December 22, 2014 at 7:30 p.m. (CST), using the Samsung website's, there is still no shipping information related to my purchase, despite my order being made nearly a month ago now.

Desired Settlement: For a remedy, I am requesting the wall bracket I purchased be shipped to me immediately (and ideally that I get it before Christmas, December 25, 2014), even if Digital River, Inc. is required to obtain this product from some third-party and arrange overnight shipping at an additional costs. I know that delivery before Christmas for products purchased by close of business tomorrow is possible because, for example, Apple customers are being offered free shipping and items purchased online by that deadline through the Apple Store are still guaranteed to be received before Christmas. Besides, Samsung's website continues to maintain that customers can receive the product within "3 to 5 business days." In addition, I've spent more than two (2) days time troubleshooting this matter, culminating with this BBB complaint. This time includes, but is not limited to, contacting Samsung, writing emails to customer service, correspondences with Samsung's Office of the President, researching Samsung's website, researching the corporate connection between Samsung and Digital River, Inc., and now drafting this complaint. I should not have had to go through any of this trouble or this process. In my line of work, my hourly billable rate is generally $175-225 per hour. As a concession for my trouble, I would appreciate reimbursement for a quarter (1/4) of one days worth of work; in other words, two (2) hours of my time. Two hours, billed at my lowest billing rate, would total $350.00. I would be agreeable to reducing this amount by the cost of the wall bracket itself and by whatever expenses are incurred in shipping fees to expedite the delivery. This seems a small penance for, Digital River, Inc., a publicly company with a $761,430,000 market cap. My complaint and sought remedy is merely a drop in the bucket. An apology and a promise to ship the wall bracket once Samsung's backorder issue is resolved, however, will not be sufficient to resolve this dispute.

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they did not receive the product. As such, the customer requests that their item be delivered to the customer overnight, as well as a refund for the cost of the product and overnight shipping. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only Samsung Electronics can assist with this request. Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/ Customer Services Phone: XXX-XXX-XXXX Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Digital River Inc.'s response to my complaint is a lie: "Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only Samsung Electronics can assist with this request." Digital River Inc.'s contract on Samsung's website states: "THESE TERMS OF SALE ("TERMS") CONSITUTE A BINDING LEGAL CONTRACT BETWEEN (A) US, DR GLOBALTECH, INC., WITH OFFICES AT XXXXX BREN ROAD WEST, MINNETONKA, MN XXXXX, THE SELLER (WITH REFERENCES TO "US", "WE", OR "OUR" BEING CONSTRUED ACCORDINGLY), AND (B) YOU, THE PURCHASER (WITH REFERENCES TO "YOU" OR "YOUR" BEING CONSTRUED ACCORDINGLY). THESE TERMS APPLY TO ALL OFFERS, SALES AND PURCHASES OF THIRD PARTY PRODUCTS (INCLUDING, WITHOUT LIMITATION, HARDWARE, SOFTWARE, LICENSE RIGHTS, AND SERVICE USE RIGHTS RESOLD BY US) ("PRODUCTS") OR ACCESS RIGHTS TO SERVICES WE DIRECTLY PROVIDE (INCLUDING, WITHOUT LIMITATION, EXTENDED DOWNLOAD SERVICE OR REGISTRATION BACKUP SERVICE) ("DR SERVICES"), WHICH OCCUR EITHER (A) THROUGH THE ONLINE STORE ON WHICH WE POST THESE TERMS, OR (B) THROUGH ANY OTHER MEANS THROUGH WHICH WE ENGAGE IN THE SALE OF PRODUCTS AND DR SERVICES, SUCH AS BUT NOT LIMITED TO ORDERS BY PHONE (THE WEBSITE AND SUCH OTHER MEANS, A "DR COMMERCE SOLUTION"). BY ORDERING ANY PRODUCT OR DR SERVICE THROUGH A DR COMMERCE SOLUTION OR BY VISITING THIS ONLINE STORE, YOU SIGNIFY YOUR ACCEPTANCE OF THIS AGREEMENT." Digital River Inc. is the "Seller" referred to above as "us", "we", or "our" with offices located at "XXXXX BREN ROAD WEST, MINNETONKA, MN XXXXX," and therefore they are the correct party to complain against to the BBB. https://shop.us.samsung.com/store?Action=DisplayPage&Locale=en_US&SiteID=samsung&id=ThreePgCheckoutShoppingCartPage. ("E-commerce services are provided by DR globalTech Inc., a Samsung Electronics America, Inc. e-commerce reseller."). Digital River Inc.'s contract indicates it is the party responsible for delivery of products: "DELIVERY 4.1 We will use all commercially reasonable efforts to deliver Products in a timely manner. ... Delivery timescales/dates specified on the DR Commerce Solution, in any order acknowledgement or elsewhere are estimates only." Digital River tries to contract around its delivery deadline obligationthe Samsung wall bracket price advertised by the website (and confirmed multiple times during purchase and afterwards) came "with Free Shipping Ships within 3 to 5 business days"by claiming that merely constituted "estimates only." But there is no doubt it was the party responsible for delivery of my order. After my BBB complaint and with no response from Samsung, I called customer service and requested my order be cancelled because, as of December 19 and again on December 22, Samsung still could not confirm whether a shipment of wall brackets had arrived and/or when I could expect my item to be delivered. But I was told I could not cancel my order or refuse delivery; I was going to have to wait until the wall bracket was delivered and then return it to get my money back! On December 23, I received Samsung's "shipping confirmation" e-mail. However, the e-mail indicated it was being sent by standard delivery and would take another week to arrive: "Estimated Delivery: Standard - Within 5-7 business days." In other words, Digital River Inc. used the same delivery method and timeframe I was promised when I originally purchased the item on November 29. I finally received delivery of the wall bracket on December 29, 2014. Just to point out how ridiculous Digital River Inc.'s month-long dilatory shipping was, I purchased an item online from the Apple Store on December 22, 2014 at 4:45 p.m., and I received delivery of the item on December 23, 2014 at 3:20 p.m. This less-than-24-hour shipping was not an additional service or something special, it is just the way Apple does business. Most businesses selling products online include their return policy and instructions for making returns with their packaging. Digital River Inc. provides no return instructions, however, and requires customers to contact their customer service to initiate a return. On December 30, I called customer service to begin the return process. The emailed instructions to return the wall bracket show an address of "XXXXX Bren Road W, Minnetonka, MN XXXXX," and say: "Thank you for ordering from Samsung Electronics America. At your request, a return has been initiated. Your request to return items ordered will expire in 30 days. You must follow the instructions below before your request expires. We cannot issue a refund before these instructions are followed. Each product must be received at the following address in order for us to process your refund: Samsung Store Returns Attn: RMA#XXXXXXXXX XXXXX Bren Road W Minnetonka, MN XXXXX Once the product is received, your refund should appear within 5-7 business days. Product: WMN4277SH/ZA Quantity: 1 Return Request Details: Order Number: XXXXXXXXXX Order Date: November 29, 2014 Return Reference Number: XXXXXXXXX Reply Due By: January 29, 2015" I tried taking my return to FedEx. FedEx's computer system did not recognize the RMA or address in the return instructions. FedEx explained that if I shipped the item to this address, then I would have to pay for it because there was no "established FedEx account or RMA" associated with that emailed shipping information. FedEx also advised that ordinarily companies provide a return label to go on the box or container, and that sellers will cover the cost of return shipping especially when the purchaser is dissatisfied. I considered these more red flags. I contacted Samsung customer service again to see whether they would provide me with a return label and cover the return shipping costs. On January 9, after my phone call with customer service, I received e-mail from FedEx stating that Digital River Inc. was sending me the following: "Digital River has provided 1 shipping label for your convenience. Print your label by 01/24/2015. Shipment summary Ship to: Digital River Item description: WMN4277SH/ZA Return merchandise authorization (RMA): RMA#XXXXXXXXX For shipment questions or expired label access call XXXXXXXXXX. Recipient details Samsung Returns Digital River XXXXX Bren Road West Minnetonka, MN XXXXX US XXXXXXXXXX" Although I finally got the return label and return shipping costs covered, it took investigation with FedEx, and two more customer service phone calls to get that accomplished (plus begging and groveling!). Digital River Inc. could and should have canceled my order before it was shipped. Digital River is the recipient address, "XXXXX Bren Road West, Minnetonka, MN XXXXX," in the January 9th email, and the recipient address in Samsung's return instructions in the December 30th email. And again, this is the address set forth in Digital River Inc.'s contract (quoted above). The Shipment summary on the January 9th email says the return is going to "Digital River" and "for shipment questions or expired label access call XXXXXXXXXX." Currently, that number is answered by automated system and all incoming calls begin: "Thank you for calling the online stores' customer service, powered by Digital River." It is unacceptable for Digital River Inc. to falsely claim it has no connection with customer service and delivery for Samsung. Digital River Inc. offered me a hollow apology, but if it were truly sorry for "any inconvenience experienced by the customer" then it should try to make the situation right, not try to dodge responsibility in BBB complaints with some lie. What is worse, Digital River Inc. has taken this we-do-not-handling-customer-service-and-delivery-for-Samsung position in response to other BBB complaints from Samsung customers. See, e.g., (1) 06/17/2014 Guarantee / Warranty Issues ("We used DRI to order a Samsung TV and have it shipped and delivered to Aledo Tx. We ordered it in DEc. and it was delivered in May.Does not work"); (2) 01/02/2014 Billing / Collection Issues ("my credit card was charged even though I tried to cancel order. I did not yet get any notification for delivery but card was alredy charged."). I want my $199.99 back. That was paid for wall bracket to be delivered on or before December 9 (not December 29). I want that reimbursed immediately, not some time after "the product is received, your refund should appear within 5-7 business days." I want compensation, for the time I've spent dealing with this nonsense, for (1/2) of one days worth of work, or $700.00. Final Business Response /* (4000, 9, 2015/01/16) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they have not been able to obtain a refund. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR only provides online payment processing services for Samsung Electronics America. Per DR's contract with Samsung Electronics America, DR is contractually prohibited from handling any of Samsung Electronics America's customer service. Therefore, DR cannot provide customer service assistance (replacement product, refund, etc.) to the customer. Only Samsung Electronics America can assist with this request. Customer Service URL: http://www.samsung.com/us/support/contact Customer Services Phone: XXX-XXX-XXXX Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I requested a refund the night I purchased this (December 23, 2014). I did not use the software. I have requested this via email five times. I purchased this software on December 23, 2014. I ended up purchasing 3 versions in an attempt to solve my problem. The software did not work. Later that evening I found a different physical solution to my problem. I did not use the software. I requested a refund on the day that I purchased it. This company has repeatedly tried to get me to accept something else. I do not want anything else I want my money back. Now, for the last few days I have heard nothing from them.

Desired Settlement: I want a refund of $47.95.

Business Response: Initial Business Response /* (1000, 5, 2015/01/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that they purchased three version of the same software. The complaint further states that the customer did not use the software and requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located two orders matching the customer's description and has issued a full refund for those orders. The customer can expect to see this reflected in their account within the next 3-5- business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Pre-ordered Blackberry Classic on 12/15/14. Item was never delivered and returned by FedEx. Digital River confirmed but refused my request to refund. I purchased a Blackberry Classic from the Blackberry website on December 15th 2014 and paid in full via PayPal. The transaction as well as the fulfillment was handled by Digital River. The item was shipped on December 18th via FedEx but never arrived and was returned by the shipper on December 23rd. On December 24th I called Digital River, they verified the item was being shipped back to them but declined to process a refund. They stated that they would when the item would arrived back in their warehouse on December 27th. On December 29th I called to follow up and they said the item was still in transit and again declined to process a refund. On December 31st I emailed they customer service department requesting again a refund. Today I received a reply stating that the item is located in Jacksonville, FL in route to their warehouse and they again declined to issue a refund. After 17 days since I made full payment I have neither Blackberry nor my money. Digital River reason for declining to issue a refund is a fallacy.

Desired Settlement: That Digital River immediately issues a full refund in the amount of $480.43.

Business Response: Initial Business Response /* (1000, 5, 2015/01/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer never received their product and that it was returned to the warehouse by FedEx. The complaint also states that the customer has been unable to obtain a refund. As such, the customer requests a full refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Digital River, does not process refunds for products until such products are received by the warehouse. However, because of the unusual delay in the shipment back to the warehouse, DR customer service has issued a full refund. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is misleading and not fully accurate. Digital River remained completely adamant about issuing a refund throughout the whole issue; the only reason they did is because I had paid via PayPal which guarantees 100% buyer protection in cases of seller wrongdoing. I simultaneously filed a complain with PayPal along with BBB and PayPal reached a conclusion sooner and sided with me forcing Digital River to issue an immediate refund. Therefore I respectfully request that this complaint is make public to reflect Digital River business practices. Thank you. ***** *****

1/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Order held for accounting department. No were on the website where order was placed was this stated. I would have purchased from steam. My order number would not come up on the search on the website findmyorder.com that is maintained by digital river. I placed my order, and was told by the company tech support for the game purchased that the purchase would take an hour to process. I attempted to enter my order number # XXXXXXXXXX into the findmyorder.com website and was stated on the website it could not find my order. No number for customer support was able to be found on the website in any location visable. I had to get the customer service number from google. XXXXXXXXXXX. I called this number and provided the order number listed above. I was told my order was on hold for 72 hours and I may get an email in shorter time if they fraud department decides to release the order. I stated to the person that was on the phone with me that no were on the site was the information he had just provided. I went and looked. The agent told me good point and stated that this was not something that could be fixed while on the phone. I asked to be transfered to the fraud department, I was told they do not have a contact number. I was also told that they do not have an email or any other contact information. I was provided an email address to complain to, but i get a bounce from the email server stating its not a real address or that its not correct. I was upset because one, I paid using a Verified Paypal account with my address verfied also. Account with paypal is over 10 years old. Money was taken from paypal, and no longer in my possession. and Two, I was told I was right and that it was not going to change. I would love help to work this out.

Desired Settlement: I want the game I ordered and anything that comes with the order I purchased as soon as possible. I would also like an apology of some kind for being treated this way.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that their order was placed on hold and not fully processed. As such, the customer requests that their order be processed fully so that the customer may receive their product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. According to DR customer service records the customer's order was placed on hold by DR's fraud system. When an order is held by the fraud system, the order must be reviewed by the fraud team before it can be released for processing. This often takes up to 72 hours. Occasionally, legitimate orders are caught by the system. When this occurs the orders are released within the 72 hours after they have been reviewed. Per DR customer service records the customer's order is now complete and a confirmation email has been sent to the customer for the order. No further action is required. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered SAP training video (boe315), said will email lgoin in 5 biz days. Never happened. Trying to get refund, has no way to contact them. Their Email conformation with dates, price, order number etc: ORDER INFORMATION: Order Number: XXXXXXXXXX Order Date: September 11, 2014 BILLING INFORMATION: Name: *** **** Address Line 1: 1502 ****** **** st Address Line 2, if any: Apartment/Suite, if any: City, State/Province, Postal Code: HOUSTON TX XXXXX Phone: XXXXXXXXXX Email Address: *******@gmail.com SHIPPING INFORMATION: Address Line 1: 1502 ****** **** st Address Line 2, if any: Apartment/Suite, if any: City, State, Postal Code: HOUSTON TX XXXXX Country: US Phone: XXXXXXXXXX PRODUCT INFORMATION: Product SKU: BOE315 Product Name: BusinessObjects Enterprise XI 3.0 - Administration and Security Qty Ordered: 1 Amount: $195.00 Shipment Tracking Numbers: Additional Product Information: BusinessObjects Enterprise XI 3.0 - Administration and Security - Thank you for purchasing E-Learning: SAP BusinessObjects Enterprise XI 3.0: Administration and Security- Basic Processes & Foundation (BOE315). You will receive access instructions within 4-5 business days after receipt of full payment, an email will be sent to you from *******************@dexler.com with your login information.

Desired Settlement: Please refund, and they should pay for my time wasted trying to contact them and SAP, and the extreme frustrations dealing or even thinking about this!

Business Response: Initial Business Response /* (1000, 5, 2014/12/26) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they never received the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR records, DR customer service submitted a refund request to software's publisher and is currently awaiting a response. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a bad business when this company just takes the money and not offering your phone number or any other way of contact after selling the product. Simply give the contact/link to SAP CS in the receipt and let them turn the customer away by saying it's not SAP's business to deal with the problem has been an incredible bad source of frustration and time waster. Why do you want to hide your contacts and bounces all the reply Emails as a business? Seriously, please stop this BS business if you are not willing to support your sell! I will warn anybody I know to stay away from this scam(Digital River, Inc.), and please help others by doing the same. Final Business Response /* (4000, 9, 2015/01/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they never received the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, a refund has been approved by Business Objects and processed on December 20, 2014. The customer should see this reflected in their account. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Ordered item on-line. Order approved & paid for. Co. cancelled order & wants new order - same item more money. Co. will not refund money. I bought a desk top Apple computer 10-21-2014. The computer has no built in mechanism to play a DVD. A separate device that connects to the computer is needed. I found a MACGO BLURAY PLAYER on line from SWREG, Inc. Advertised price was $39.95. I completed billing info. & order was approved on 10-29-2014 Order number UXXXXXXXXXX. I received an Email from SWREG on 11-5-14 that the order was approved. Then I received an Email from SWREG about 11-4 or 5 that the order was not complete & new billing info. was needed for the same product at $59.95 - new Order #UXXXXXXXXXX. I emailed SWREG to cancel both orders & to cancel the credit card transaction. I callers Digital River/SWREG 11-19-14 & told ****, then ********* about this - She said I must download software for the player. I told her this is not acceptable - that I did not order software, I ordered a bluray player. ********* emailed the vender for a refund to me, and emailed me a copy. She also requested the vender to reply to me. As of 12-9-2014 no refund has been made to my account. As of 12-15-2014 no DVD player has been sent to me or received by me. I have not received any correspondence from SWREG/Digital River regarding matter. This matter appears to me to be a scam where you order a product, the order is approved and paid for ($39.95)-then you are expected to pay more for the same item ($59.95) plus a download service for $11.95. I believe Federal law states that a product ordered and paid for must be shipped within 30 days or a refund must be given. Parties involved appear to be: SWREG Digital River, Inc. XXXXX **** **** ***** *********** ** XXXXX-XXXX; SWREG Inc. XXXXX **** **** ***** *********** ** XXXXX-XXXX; DR MyCommerce, Inc. XXXXX **** **** ***** *********** ** XXXXX-XXXX.

Desired Settlement: Refund of my $39.95.

Business Response: Initial Business Response /* (1000, 5, 2014/12/26) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they received a request for additional charge for the same product. The customer also believes they cancelled the order but did not receive a refund. As such, they request a refund for the product's purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the payment for the product's purchase price is in chargeback status. DR customer service would be happy to issue a refund for the remaining amount; however; DR is not able to do so because the funds are in chargeback status. When funds are put into chargeback status, they become frozen and DR customer service cannot do anything with those funds. Only the customer has the ability to remove these funds from chargeback status. DR customer service asks that the customer remove the chargeback status so that DR is able to process a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you BBB, Minnesota and North Dakota for your help with this matter. During this process of contacting you, my bank did credit my account with the $39.95, after I told them of my being billed for a product that I did not receive. The bank was very efficient and handled the matter in a timely manner through a "chargeback" procedure. The company (Digital River, Inc.) does not state in their response to you that the advertised product I ordered was approved and paid for - then the order was cancelled by that company with a request that I order the same product again for an additional $20.00 more. Appears to be very bad business practice. I will never do business with Digital River, Inc. again. thank you again for your help.

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have two pending transactions of $597.72 each, total $1195.44 on my PayPal Credit account that won't fall off (since 11/24/14). I have two pending transactions of $597.72 each, total $1195.44 on my PayPal Credit account that won't fall off (since 11/24/14). I tried to buy a phone and case from ShopBlackberry.com, which is run by Digital River. I put the order through twice because the order didn't go through the first time, so I put it through a second time and it didn't go through the second time either. Spoke with PayPal and they can't remove the charges. Digital River keeps saying it will fall off, but won't say when. Can you please get them to cancel out these charges for something I never even got to buy? It's tying up my available credit in my PayPal account (#XXXXXXXXXXXXXXXX) so I can't use my account. Please help.

Desired Settlement: I just want those charges taken off my PayPal account. PayPal says their hands are tied because Digital River won't act. I also want a courtesy credit from Digital River for use on the ShopBlackberry website for my troubles.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's attempted purchase of a product. The customer believes that they attempted to purchase a product twice but that it did not go through the first or the second time. The customer also believes that PayPal cannot remove the charges on the customer's account. As such, the customer requests the two charges to be taken off of their PayPal account. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records show that DR did not receive these funds from PayPal. Therefore, DR is not able to refund anything. If PayPal requires information from DR to remove the charges, DR customer services asks that the customer communicate what information PayPal needs so that DR may provide any such information to the customer and PayPal to remove the charges. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's a nonsensical response. DR applied the hold, and they have to remove it. PayPal has already spoken, there is nothing that can be done from their side. It just sounds like DR doesn't know how to remove the hold. I may have to contact my Secretary of State. Final Business Response /* (4000, 9, 2014/12/23) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's attempted purchase of a product. The customer believes that they attempted to purchase a product twice but that it did not go through the first or the second time. The customer also believes that PayPal cannot remove the charges on the customer's account. As such, the customer requests the two charges to be taken off of their PayPal account. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service records still show that DR does not have these funds in its possession. Therefore, DR does not have the ability to hold or release the funds. DR customer service asks that the customer speak with PayPal to determine specifically what information PayPal needs from DR to release the hold. DR customer service is not able to reach out to PayPal regarding the customer's account, as DR is not the account holder. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased 3 TVs 12/1/14. Confirm via online chat all in stock. Order confirmed, but never shipped. Called 12/7 back ordered,12/10 still not shipped Purchased 3 Samsung TV on 12/1/14 and confirmed before I purchased via online chat with ****** that all were in stock. He said "they are on the web". I said "I see that too, but are they in stock"? He said "If it is on the web then it is in stock". So placed order and receive two emails confirming order. Email indicated would receive another email when shipped. 12/8 still no "ship email". Called customer service and spoke with ******* on 12/8 and was told all 3 are back ordered. I said they were in stock when I ordered. She said the warehouse was out of stock. I asked how can they be listed as in stock when I ordered but there not be any now? She said they are only "out of stock" when company quits making TV! Asked when they expect to ship, she said they don't know. Asked if will receive by Christmas, said she doesn't know. Asked for a number for warehouse, she didn't have one. She did not give a single alternative. No indication as to when anything will be available. Checked web today (12/10/14) for two of the TVs and it still says in stock ships in 1 to 3 business days! I still have no ship email so no resolution. False advertising. Of course prices are significantly higher everywhere now. Just want my TVs by Christmas. Reasonable request when purchased December 1 with a promise to ship in 1 to 3 business days.

Desired Settlement: I want all three TVs purchased to be shipped and arrive by Christmas!!

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised upon delivery. As such, the customer requests a replacement product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only Samsung Electronics can assist with this request. Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/ Customer Services Phone: XXX-XXX-XXXX Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Digital River, Inc. did not respond to the correct request. My complaint has nothing to do with product function upon receipt as stated above because I have yet to receive any of the 3 TVs. Guess they have as much trouble keeping their complaints straight as they have keeping track of inventory!! My complaint is that three TVs were purchased on 12/1/14 and I confirmed through their online chat that they were in stock before completing the purchase. I was very specific about the products in stock having to ask repeated questions. Obviously they were not as they did not ship. Calls on 12/8 and 12/14 provided no information regarding when they would be in stock for shipment. On the second call, *********** informed me that the online chat doesn't have knowledge of stocking inventory and I should have called the sales number. How is the customer suppose to know that the online chat "how can I help" doesn't work??? She also said that the warehouse quit sending updates to customer service two weeks ago so they don't know any status of products. Very unprofessional business with no real information for the customer. Since then, 2 of the TVs have actually shipped but the third still has not even shipped as of 12/17/14. That's 17 days after order! Sure hope they work when I finally receive them! Final Business Response /* (4000, 9, 2014/12/26) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of Samsung products. The complaint states that the customer believes that they have not received the products. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Samsung Electronics, DR does not handle customer service or the delivery of products for Samsung Electronics. Only Samsung Electronics can assist with this request. As previously stated, we do not handle the customer service for Samsung. As such, we have no option to see when the products will or will not ship out, nor do we have access to the warehouse. The customer will have to work with Samsung directly one this request, we are unable to assist because we do not have the ability or access. Customer Service URL: http://www.samsung.com/us/support/contact-customer-services/ Customer Services Phone: ************ Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My purchase from the Square-Enix, Inc. Online Store managed by Digital River has not been shipped in a timely manner. Customer service is unhelpful. On 6/8/14 I placed order #XXXXXXXXXXX for two items (THEATRHYTHM FINAL FANTASY CURTAIN CALL COLLECTOR'S EDITION 3DS and KINGDOM HEARTS HD 2.5 ReMIX LIMITED EDITION PS3). I paid for the order using Paypal and the funds of $109.98 were taken out on 6/8/14. This order was a pre-order for items that released 9/16/14 and 12/2/14 respectively. When I placed my order I was told the items would not ship until after the last item was released on 12/2/14. Before 9/16/14 I sent a follow up email asking them to guarantee the item released on 9/16/14 would be safely held until both items could ship on 12/2/14. They said the item would be held until both could be shipped on 12/2/14. I then patiently wait until 12/2/14 so both my items can be shipped. I received no notification about my order shipping that day so on 12/3/14 I contacted customer service. They told me the KINGDOM HEARTS HD 2.5 ReMIX LIMITED EDITION PS3 item that was just released the previous day was on backorder and my items wouldn't ship until that item was back in stock. Immediately I find this to be alarming. I had pre-ordered this item back in June, how could it be out of stock? The whole point of pre-ordering is to guarantee your reservation of the product prior to the release. I was told to wait a few days for the product to come back in stock and then my order would ship. Fine. I would wait. After a few days I decided to check their online store and noticed the item was in stock and available for purchase on their website (http://store.na.square-enix.com/store/sqenixus/en_US/pd/ThemeID.XXXXXXXX/productID.XXXXXXXXX#.VIiGTovF9Zv). I still had not received any notification about my item shipping and once again contacted customer service. They again told me the item was on backorder and would ship once it was in stock. I inform them that the item was indeed in stock on their website. The person put me on hold to go look and came back and said yes it was in stock, but that I would just need to wait for the backorder status on my order to change. I was then escalated to a manager who told me the item was in stock and he would have to file a ticket to get this resolved and get my order shipped. He said I would receive a response within 3 business days. I waited 3 business days without hearing any notification of my order being shipped or any response to the ticket the manager filed. I again called customer support and was told the same information about the item being on backorder. This time I was escalated to a supervisor named "***". She said she would escalate my ticket again to a higher priority and that I would definitely be getting a response within 3 business days (even though that's what they said last time). This was 2 business days and I have not received any response. This item has been out for over a week now. It is not on backorder on their site and is not out of stock through any other competitive retailer (BestBuy, Amazon, Walmart, Target, etc.). The point being it is not a rare item that has quickly sold out, it is plentifully available. I need these items before Christmas, which is fast approaching. I was told both when placing the order and again in September that these items would be shipped on 12/2/14. Now there is no time frame when my order will ship and the reason for the delay is due to the item being on backorder even though it isn't on backorder and is readily available. Customer service has been entirely unhelpful. They have been rude and show no sympathy or empathy toward me or to the mistake their company has made. No one has provided any actual resolution to this issue, they just push it off, tell me to wait, and then never respond. Also, they have held onto my $109.98 since June, but have yet to provide me with any product.

Desired Settlement: I would like to receive these items before Christmas in whatever manner possible. I have been told by everyone that I have spoken to that it is only the KINGDOM HEARTS HD 2.5 ReMIX LIMITED EDITION PS3 that is in "backorder" which is causing my order not to ship. If that is the case, send me the THEATRHYTHM FINAL FANTASY CURTAIN CALL COLLECTOR'S EDITION 3DS now and send the KINGDOM HEARTS HD 2.5 ReMIX LIMITED EDITION PS3 in the future. Or send me THEATRHYTHM FINAL FANTASY CURTAIN CALL COLLECTOR'S EDITION 3DS, cancel KINGDOM HEARTS HD 2.5 ReMIX LIMITED EDITION PS3, and refund me the amount for that item ($39.99). Or do the right thing, realize your mistake, and send me both of the items I ordered. Regardless of whatever you decide, I fully expect to receive the THEATRHYTHM FINAL FANTASY CURTAIN CALL COLLECTOR'S EDITION 3DS item. This item was exclusive to your store and is no longer available for purchase. I was told in June, September, and several times in December that the item I had reserved is available. If for some reason it turns out I was lied to about this as well I would fully expect to be compensated so I can buy the item another way. Currently this item is trending at $110.00 on Ebay. As far as KINGDOM HEARTS HD 2.5 ReMIX LIMITED EDITION PS3 goes, as I have stated in the complaint it is available at other competitive retailers. If you are unable to provide me with this product I will gladly take my business for this particular item elsewhere. Also, I would also appreciate to be compensated for the 2 hours I have spent on the phone with your customer service thus far. That is 120 minutes worth of cellphone usage that I have to pay for as well as 120 minutes of my life that I won't be getting back. Also, I will probably be talking to your customer support for another hour tomorrow because three business days will have passed ******* any update or notification about my order.

Business Response: Initial Business Response /* (1000, 5, 2014/12/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and have still not received the product. As such, the customer requests that this order be shipped and that they be compensated for 120 minutes of their time. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records show that the product was shipped on December 10th, 2014. Per DR customer service records, a shipping confirmation email was sent to the customer with the shipping number on December 10th, 2014. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased the wrong software and was told to contact Customer Service to get a refund. They do not have a telephone number for contact so you have to submit a ticket to request refund by email. I have sent 4 emails in the past three weeks to no avail.

Desired Settlement: DesiredSettlementID: Refund Refund all charges applied to credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/12/01) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they purchased the wrong software and were instructed to obtain a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the customer with the information provided and asks that the customer provide further information regard the customer's complaint. Specifically, the order number, email address, and product name. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I spoke with 5 employe from Filipinos because all numbers listed online they work automatically. No response , no contact (just a email )no product please a online order for software- no downloads,no password , no response

Desired Settlement: I open dispute in Pay Pal

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they have spoken with DR employees and the customer believes their issues have not been resolved. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services asks that the customer provide further information regard the customer's complaint. Specifically, what is the order information including order number, email address, and product name. Also, please provide what problem the customer encountered with the product, i.e., not received or did not function properly. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Charge me on 11.03.14 Spoken with 7 employee By this moment no response, no action , no product No matter what they say -stay away from this company I personally don't like some body to treat me ,this way Today is 11.19 2014 don't accept any apologizes Final Business Response /* (4000, 12, 2014/12/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a software product. The complaint states that the customer believes they have spoken with DR employees and the customer believes their issues have not been resolved. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer services asks that the customer provide further information regard the customer's complaint. Specifically, what is the order information including order number, email address, and product name. Also, what problem the customer encountered with the product, i.e., not received or did not function properly. DR customer service is unable take any action for the customer if they do not have the information necessary to locate the order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 14, 2014/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid 40.70 $ for your product on November 6 2014. You ask me for my issue today December 02 2014. By this moment no response and any product from Digital River. I don't need anything from you any more- just my money back. Thank you

12/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Incorrect over-billing, mis-representation of service,failure to resolve technical issues, inappropriate behaviour by telephone support. Purchased an Avast Premier anti-virus online from the company website. 24 hrs later contacted support number advertised on the website. Requested refund that I was entitled to as my computer had become extra slow and no issues were resolved. Was told that my problem is not the anti-virus but my computer as it had been infected. They connected remotely to my computer and said that they will be able to fix all the issues and guaranteed that my laptop would be back to normal. Was offered Avast Total support for 1 year at $179.99 I accepted. They took my credit card details and initially charged $143.99. Then charged $179.99 I brought this to their attention and they said the first charge was a mistake and they had already refunded this and that I would get an e-mail in 15 minutes confirming the refund. 24 hours and several phone calls later, this confirmation has still not arrived. They then connected me to their technical support agent to resolve the problems. After 2-3 hours of remote connection, he signed off sending a note saying .... "Hello This is Andres from Avast Total Support. I wanted to inform you that the computer is up and running, and the troubleshooting has been performed successfully. Please, feel free to start testing and using your computer as you usually do. Not only all the reported issues have been fixed. For any further questions, you can always reach our Technical Support Line at (XXX) XXX-XXXX and we will be more than glad to assist you. Thank you for contacting Avast Total Support I tested the laptop and none of the problems had been resolved. I contacted them again. Got another agent in tech. support and went through the same routine and then he signed off after a few hours with this note ...""Thank you for choosing Avast! Total Support for your computer and technology support needs. It was my pleasure to assist you. This message is to notify you that I have concluded service on your computer today. Our session will end now. Thank you again for your business. We're here to help with all your computer and technology needs." I removed any remaining junk and cleaned out the browsers I removed 4 viruses As soon as I disconnect from your computer a survey will appear on your screen to rate the level of satisfaction for the service that was provided today, it will be greatly appreciated if you take the time, where 10 is the highest score and 1 the lowest." I tested again and again, NONE of the problems were resolved. Telephoned them several times trying to speak to a supervisor. Was told that they did not have any supervisors. On two occasions the phone was hung up as they could not or would not want to resolve my issues. Have not been able to get back to them as the wait times on the phones are more than 35 minutes. Have sent a complaint through their system Ticket ID NRX-XXX-XXXXX. Late last night managed to speak to them, they said that they should not have offered or sold the Total Support service to me as I am based in the UAE. The person who sold this service knew that I am based in the UAE as we spoke about the time difference and weather. It is mentioned in the sales invoice. I was categorically told that the tech support would be able to resolve all my problems. After close to 5 hours of remote connection on my laptop, they did not solve any of the problems I had advised them about. I have spent over 3 hours on the phone from an international location. I was not told at the time of this offer that this service is non-refundable. I have as yet not received the confirmation on the refund of $143.99 The technical problems exist. I have been sold a service under false pretence, being told categorically that they could resolve all my problems. Unfortunately I am not in good health and the stress that this has caused me is worsening the situation.

Desired Settlement: Refund of $29.99 for the initial Avast Premier purchased online. Refund of $143.99 for the incorrect billing of the Total Support service. Refund of $179.99 for the Total Avast Support service package as none of the technical problems I raised have been resolved. Cancellation of all future automatic payments or renewals associated with the Avast Premier and the Total support. I wish I could cost for my time, telephone cost and the emotional stress this has caused. Initially by the fact that it is one of the most impolite things to have the phone hung up on you, not once but twice, when you are a paid up client and you need assistance. Also because I have no idea about how the details of my credit card are being used. Also because I was sold a service under false promises and guarantees. On top of all of this the technical issues with the computer are still unresolved.

Business Response: Initial Business Response /* (1000, 5, 2014/12/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of several products. The complaint states that the customer believes the products and services did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase prices. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the two November 24th, 2014 purchases and has issued a refund for the full purchase price of those two orders totaling to $143.99 and $179.99. The customer can expect to see this reflected in their account within the next 3-5 business days. Unfortunately, DR customer service cannot locate an "initial Avast Premier" purchase totaling to $29.99 and is therefore not able to issue a refund. If the customer is able to provide confirmation of this order or an order number, DR customer service would be happy to look further into such order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the response however, please find attached the invoice for the original purchase of the Avast which they could not find the order number for. Please note that the refund for the $143.99 has been initiated by the company but still not credited my account. Please note that the efforts of the BBB are appreciated.

12/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Item not shipped within a reasonable timeframe. Company not providing any update. I purchased a Blackberry Passport off shopblackberry.com (Canada) on Nov 23, 2014. It is now Nov 28, 2014 and I have not received any email regarding when the item will ship or if it has been shipped yet. I emailed ****************@digitalriver.com and got a reply on Nov 27, 2014 by: **** O. BlackBerry online store Customer Service ****************@digitalriver.com Email ID: XXXXXXXX Email states "We show that your order has already been processed by our shipping department." I called today Nov 28 for an update and was advised that the item has not been processed yet nor shipped. There are no timelines available as to when the item will ship. I questioned why customers are charged for ONLY "Expedited Shipping" but the handling process by Digital River is not Expedited. Customer should not be paying for Expedited Shipping if the company can't get the product available for immediate shipping. Reason for this complaint is I am getting the runaround as to when I can expect the product. The website does not state any timeline either so I am not sure if I will be waiting months before getting the device.

Desired Settlement: Digital River failed to process my order for shipping within a reasonable time, I believe they should not charge me for shipping. I am requesting a refund for shipping charges unless they can promise me the device within a reasonable timeframe.

Business Response: Initial Business Response /* (1000, 5, 2014/12/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and have still not received the product. As such, the customer requests a refund for the shipping cost. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service records show that the product was shipped on November 11th, 2014. The shipping method on the order specifies the shipment method used once the product is shipped, however, there is no guarantee that the product will ship out immediately. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the item after an unreasonable timeframe. Still not happy with the fact that I got two different answers when I called in and emailed for support. I got the runaround. Company(Digital River) like this impacts BlackBerry in a negative way as a terrible experience with ordering a BlackBerry device

12/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have purchased a navigation update from http://bmwnav.net. The product is defective and the seller will not honor their 100% cust. sat. guarantee. I have recently purchased a navigation update from http://bmwnav.net. The product is defective and the seller will not honor their 100% customer satisfaction guarantee. Additionally, the product caused $230 worth of damage to my vehicle. The product was purchased on Oct XX XXXX. Sold by: SWREG Inc. XXXXX **** **** **** ********** *** XXXXX US Registration ID: XX-XXXXXXX XXXXXX-NAVI0001US 2014 BMW Navigation Updates (FREE future updates Total US $54.99 Tax (7%) US $3.85 Grand Total US $58.84 The issue was reported November 5, 2014. The product I received is defective and created issues with the entire I-drive system of my 2004 BMW 745LI. Due to the software update provided, the navigation system (possibly the entire computer) continually reboots or performs some operation that appears to be a restart making the system unusable and often blank (not recognizing a CD/initializing). The defective software also causes issue with any audio device (entertainment system). The sound constantly cuts out and restarts. Only some speakers are working at various times. I cannot adjust the sound settings which greatly reduces sound quality and experience. The problem also affects telephone calls preventing me from having a conversation using the car speakers/microphone. I requested a refund of the product and compensation for the damage to my system. The repair to my system is $230. This repair is a software update to the latest OEM version. The seller is refusing to communicate with me and will not refund me for the product. I have mailed the product back and have signature confirmation that it was received. Lastly, the seller has been incredibly rude. The last statements made in an email are as follows: "u need to buy original nav discs from BMW only... for your **** old system" "ok, the just go to bmw and fix your junk nav system, you updated the system at your own risk... please do not put it on our showlders!!! this is common issue with 10 year old cars" If the seller has this opinion, they should not offer a product for this system and offer a 100% satisfaction guarantee.

Desired Settlement: I requested a refund of the product ($58.84) and compensation for the damage to my system. The repair to my system is $230. This repair is a software update to the latest OEM version.

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Software company: LionSea Software, Receipt company: My Commerce = Need to complain both(All conversation was thru email)10/28/14 Purchased Samsung Tablet Recovery Pro and found the software didn't detect my tablet10/29/14 Suggested other product but only to get same result not to detect it11/1/14 Asked refund to My Commerce(Name on the receipt) and agreed to refund with the link for processing but not working11/5/14 Told them the link was not working and they promised to create a ticket once my order ID and register number11/6/14 After my order ID and register number sent, they have stopped corresponding with me Product_Or_Service: Samsung Tablet Recovery Pro Order_Number: **************

Desired Settlement: DesiredSettlementID: Refund I just want my money back as they agreed and promised, that's it!!

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This company spews lies over and over, as told to call back for sale price to be honored, it was not This company was running a special and the website failed (quantity on sale must have been a scam). When i called them they told me they were upgrading the system and that if i called back in 3 hours the would take care of me and honor the sale price. I am here with a complaint so they clearly lied and did not honor the price. From my research this "sale" was B.S. No one was able to make this purchase at the sale price. They kept recomending to other retailers where i would stuck paying full price.

Desired Settlement: I want them to honor the sale price like i was promised.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's inability to receive a sale price for a product. The complaint states that the customer believes they were offered a sale price but have been unable to obtain such price for the product. As such, the customer requests that the sale price be applied for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR operates and maintains thousands of online stores. The customer must reply with the store in question as well as the product in question so that DR customer service may assist the customer with this request. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased item listed as in stock through site, my card was charged and the item was not delivered. Im told product is/was not even in stock. Fraud. I purchased an item through the company website because the site indicated the product was "in stock" and cancelled an order from another site for the same product based upon Digital River's in stock representation. My credit card was charged even though the product was never delivered. Im being told by the Digital Rivr representatives who barely speak English in some other country that the product is not in stock and was not in stock when I made the purchase. This shady false representation of stock in order to induce customers to purchase should be punished, and the company should be forced to ship the items immediately (even if it has to procure the items from competitors to do so). In other words I wish to pursue the remedy of specific performance.

Desired Settlement: The company should be forced to ship the items that it represented were in stock immediately (even if it has to procure the items from competitors to do so). In other words, I wish to pursue the remedy of specific performance.

Business Response: Initial Business Response /* (1000, 7, 2014/10/22) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they ordered an item, which was out of stock and subsequently have not received their product. As such, the customer requests that the product be delivered to them. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate any orders with the information provided by the customer. DR asks that the customer provide further information regarding this order, including: the original order number and email address under which the order was placed. Once the order can be located, DR would be happy to refund the customer for the renewal price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/28/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Online book order still in processing after one month period. RUDE CUSTOMER SERVICE I placed an order thru the HarperColins web site on Sept 17, 2014. I check status for two weeks and then ordered another set of book, all totaled around $50. I called HarperCollins to be informed Digitalriver is in charge of this website. I clarify with Digitalriver customer rep that petHrpercollins policy, once orderedonline , you could not cancel order. The first rep was rude to say the less.

Desired Settlement: I just want this order canceled, and a refund.

Business Response: Initial Business Response /* (1000, 5, 2014/10/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that they experienced significant delays in receiving their order and they believe they still have not received the product. The complaint also states that the customer believes they attempted to cancel their order but were unable to do so. As such, they request the DR cancel the order and issue a refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on September 17th, 2014. DR has submitted a cancellation request on this order. It is not guaranteed that the cancellation will be processed before the product is shipped. DR customer service must wait to process a refund until it either receives confirmation that the order has been effectively cancelled, or if the product has already shipped, customer service will need to wait until the product is returned to the warehouse. DR customer Service records indicate that an email with return instructions has already been sent to the customer. Upon confirmation, DR customer service will issue a full refund to the customer. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This company has been withdrawing from my paypal account since 2009. For services I didn't request. It's been renewing without my knowledge. This company has been withdrawing from my account since 2009 for a trend antiviral. I called this morning after a charge was placed on PayPal for 36.21. On a new credit card no less. They told me I was paying this from 2009 . I haven had a computer since 2008. I use an I pad. I was apparently on automatic renewal I never even requested. I would never do that. I live on a fixed income. I am not the only person they do this too. Please beware

Desired Settlement: i would like a refund for every yr you took money out of my pay pal account . I didn't authorize this payment . This is 200.00

Business Response: Initial Business Response /* (1000, 6, 2014/10/23) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's automatic renewals of that product. The complaint states that the customer believes they did not approve of the renewals. As such, the customer requests a full refund for the purchase price of all automatic renewals. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the renewal orders. DR customer service has cancelled the automatic renewal subscription for this product so that the customer will not be charged again. DR customer service has also submitted a refund for all automatic renewals. Due to the age of the charges, DR customer service may not be able to refund the older charges with the customer's information on file. To make sure that all automatic renewals have been refunded DR customer service is working with the refund department to determine whether or not they require additional bank details to process the refund manually. If such additional information is required, DR customer service will reach out to the customer to obtain such information. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Product doesn't work. Links are fake. It's a scam. Downloaded product and gave receipt from company. Payed via PayPal. However product doesn't work. Registration doesn't work. Download is only a read me file not actual product. the links are fake and don't work.

Desired Settlement: I just want a refund as this is clearly a scam.

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a full refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on September 29th, 2014 and has processed a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The above stated company has failed to return my refund in accordance with their guarantee on a product that I purchased from their company. On August 25th 2014, I ordered a password reset product from the above stated company by the name of Anmosoft Windows Password Reset,product #******* order#uXXXXXXXXXX. I downloaded and istalled the program and tried to use it per instructions. Needless to say the program failed to reset my password. I kept getting the prompt wrong password key. I tried to use this program several times to no avail. I then tried to contact the company to request a refund. I got no answer regarding my request. I have attempted to contact this company 8 times without a response to my request request. The only response that I have received is a question asking what the is the problem, in which I explained exactly what I am telling you and that I purchased another program that worked perfectly the first time that I tried it, and that I am requesting a refund as stated in their guarantee. I have received no other communication from them. The product in question was purchased on my credit card in the amount of 24.90.

Desired Settlement: I am only seeking the return of my 24.90.

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on August 25th, 2014 and has processed a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Refund received is $11.16 short. Attempts to get information from Customer Service are in vain. Info on credit card charges are not transparent. On 8/20, I was charged $158.22 for a Kensington Keyfolio Exact for iPad Air (product #KXXXXXUS), order #XXXXXXXXXX. It was my understanding that this amount of $158.22 was for the $129.99 product + shipping + tax, however NO DETAIL OF THESE AMOUNTS WAS EVER PROVIDED BY THE COMPANY. The product I received was defective as the "CAPS LOCK" button was not attached to keyboard. Initially, upon calling Customer Service, I was told I could not return the product because it had been opened. Really? I didn't order a product that was defective! Unfortunately, communication with Customer Service was somewhat hindered by the fact that it was clear that English was not their native language. Finally, because my son needed the case for school and time was of the essence, it was decided that I would purchase a NEW case and then return the defective one for a refund as soon as the new one arrived. On 8/26, I was charged $141.36 for a new case (order #XXXXXXXXXX), for which I was told this was the $129.99 cost of the product + tax. Again, NO DETAIL OF THESE AMOUNTS WERE PROVIDED TO ME BY THE COMPANY. I was assured by the representative that my refund would be for the full $141.36. On 9/09, I personally paid $11.39 to ship the defective product back via USPS, as Digital River provided return instructions but NO PREPAID LABEL, etc. On 9/18, I received an email indicating that I would receive a refund of $130.20. Attempts with Customer Service to reconcile the difference between the $130.20 refund pending amount, and the $141.36 amount charged for the "replacement product" (which I was told was the cost of the product + tax) are in vain. It's bad enough that I had to pay $11.39 to ship back a defective product. But to have my refund less than the full amount is very frustrating! I believe the company's lack of transparency in what they are charging, by not providing a line-by-line accounting summary of what is being charged (i.e. product amount, tax amount, shipping charges), only serves to complicate and confuse matters. I am lucky that the amount of money Digital River has shorted me is so minimal, as I'm speculating I will never be fully reimbursed for the defective product I returned. BUT I WANT EVERYONE TO BE WARNED THAT DIGITAL RIVER IS NOT A GOOD COMPANY TO PURCHASE PRODUCTS FROM. THE CUSTOMER SERVICE IS EXTREMELY POOR, AND ITS BUSINESS PRACTICE OF NOT BEING COMPLETELY TRANSPARENT WITH THE AMOUNTS BEING CHARGED TO YOUR CREDIT CARD IS QUESTIONABLE AT THE VERY LEAST. I WILL NEVER PURCHASE ANYTHING FROM THE COMPANY AGAIN. THOSE WHO CHOOSE TO DO SO, YOU HAVE BEEN WARNED!

Desired Settlement: $11.16, which represents the amount of the refund I have been shorted.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a full refund. As such, the customer requests a full refund for the remaining amount. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has issued a refund for the remaining amount. The customer can expect to see this reflected in their account within the next 5-7 business days. If the customer would like to see a breakdown of their order the customer's email confirmation has a link to the invoice, which lists the pricing breakdown for the order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: They sent me Windows file I can't use because I have a MAC, and refuse to refund my money. I already purchased the video converter program. I don't need anything else. Refund my $88, and I'll be satisfied. Dixon Photography/Writing, LLC www.patrickdixon.net On Sep 8, 2014, at 7:33 PM, *******@4videosoft.com wrote: Dear customer: Thanks for your letter. I am very sorry for the problem brought to you. As for your problem, I had spoken to our manager again and again; he finally agreed to change a product for you for free. But before that, the registration code of 4Videosoft Media Toolkit Ultimate will be logged off, which means you are not allowed to use 4Videosoft Media Toolkit Ultimate any more. You can choose any one of the products whose price is not higher than the price of the product you purchased before. We will provide it for you free. You can choose your needed product. If you accept that, please reply to me. I will apply for purchase link and send it to you. Again, I apologize to you for the problem brought to you on behalf of our team. 4Videosoft Support Team On 2014/9/5 13:03, ******* ***** wrote: I did try before I bought, and the video converter program I tried worked fine. Silly me to assume the toolkit, which includes the program I tried, would work as well. I am disputing the charges on my credit card (you sold me a product I cannot use, and won't refund the money, which is, from my point of view, robbery), and I am posting this letter on all social media: Videophile friends: I urge you to boycott the company 4videosoft.com, a vendor for Digital River. I was looking for a Mac version of a video converter to translate DVDs I've created from old family videos to editable files, and after downloading a demo app from this company that worked fine, went to purchase and before I did, I found what looked like a great deal: a "toolkit" of several programs plus the one I wanted, for not very much more. I paid for it ($88), and downloaded it off the web. When I went to open it, ALL the programs were bundled in an "exe" (Windows) file, thus were unusable by my machine - a Mac. I contacted them immediately, and have had no success convincing them to refund my money, even though i can't use the files. No customer service at all. So, therefore, this post. I do not recommend this company. Stay away. You are, in my opinion, a disreputable company, and your customer service is awful. I will never do business with you again. I am telling everyone I know to avoid your products like they would Ebola. On Sep 4, 2014, at 7:15 PM, "*******@4videosoft.com" <*******@4videosoft.com> wrote: Dear customerïïï��ï��ïï��ï�� Thank you for your purchase firstly. For your refund request, we couldn't refund as below: 1. Our product adopts 'try-before-buy', so before purchasing customer should have tried our product. 2. Before checking out, all information of purchased product will be shown clearly in the shopping cart. 3. Our product is virtual software, once we sent we can't get back the registration code. We hope you can understand us. And as for your problem, We're sorry that we have not MAC versions for 4Videosoft Media Toolkit, but we have we can provide you the all relevant products with 50% discount. 4Videosoft DVD Ripper Platinum, 4Videosoft Video Converter Platinum, 4Videosoft DVD Creator, 4Videosoft DVD Copy, 4Videosoft iPhone Transfer Platinum which are MAC versions, For your situation, we'd like to offer you 50% discount for the (Mac version). If you really need this version, please contact us here anytime. We will send you the 50% off coupon code ASAP. You can choose your needed one, we will give you 50% discount. Have a nice day. Best regards! 4videosoft Support Team On 2014/9/5 0:22, ******* ***** wrote: The product I purchased was an exe file which I cannot use. I want a refund. I have a Mac.i was misled because the toolkit contains att least one Mac program (video converter), also I wrongly assumed the toolkit was Mac compatible.

Desired Settlement: A full refund of my $88.31.

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes the product did not function as advertised. The complaint also states that the customer believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. A refund for the full purchased price has been issued. The customer can expect to see this reflected in their account within the next 3-5 days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have emailed this company to request a refund for purchase of online software that I was unsatisfied with. After hearing back from this company by email, I was asked to give a reason for requesting a refund. I gave a reason in response. However, instead of being notified that the company would give me a refund, they have continued to waste my time with additional questions to lengthen the time frame for being able to give me a refund. Product_Or_Service: XXXXXX-***** Order_Number: UXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I am requesting a refund for the product purchased through this company. Date purchased online: Fri Sep 05 2014. Order Number: UXXXXXXXXXX. Product code: XXXXXX******. Total charge: US $75.72

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has issued a refund for the full purchase price. The customer can expect to see this reflected in their account within the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: They continually charge me for a product I discontinued over a year ago, claiming its because of an 'automatic renewal' that they have not undone. Every 6 month DigitalRiver charges my credit card for 2 products for discontinued products, and they will not cease. They make it very difficult to locate contact info. When you finally locate a contact they claim they will correct the 'automatic renewal', but do not. Order Number: STXXXXXXXX Order Date: 9/7/2014 Order Method: Web Store Grand Total: $39.99 and Order Number: STXXXXXXXX Order Date: 9/7/2014 Order Method: Web Store Grand Total: $29.99

Desired Settlement: Besides refunding my money, I want them to come up with clearly marked complaint/refund procedure a person can actually find on their home page. This is a predatory company that, once it has your credit info, with their 'automatic renewal', will continue to charge for products and/or services that are not wanted and have been previously cancelled. They make it extremely difficult to locate any contact information THAT THEY WILL RESPOND TO. DigitalRiver is a predatory company which picks out people that cannot go thru the lengthy process to locate their contact info and/or are unable to follow up.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and subsequent automatic renewals of that product. The complaint states that the customer believes they did not approve of the renewals. As such, the customer requests a full refund for the purchase price of the automatic renewals. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the renewal orders and has issued a full refund for those orders. The customer can expect to see this reflected in their account in the next 5-7 business days. Additionally, DR customer service has cancelled the automatic renewal subscription for this product so that the customer will not be charged again. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a Blackberry phone on August 12 through Digital River. However, Digital river didn't sent my order and didn't refund my money yet. I ordered a cell phone, Blackberry Q10 White, through www.blackberry.com on August 12. I payed extra fee for Two-day shipping. One day later, Blackberry initiated the shipment for my order through Fedex and I got the tracking number, which is ************ (Fedex). Then, on the tracking page, Fedex said I will get the delivery on August 14, as I payed for two-day shipping. However, I didn't get my order on August 14 and on my tracking status, my estimated delivery date changed to N/A. So, I contacted Fedex and Fedex said "Only the package label was generated by the shipper. The package is not showing being shipped to Fedex." Thus, I contacted Blackberry and Blackberry said they need to open investigation and they said that I will get contacted in 2-3 business days with updated shipping information . However, even after 2-3 business days, I still didn't get any information from Blackberry. So, I contacted them again and they ask me to wait more 2-3 business days for resolution. So I waited for additional days and then today, they ask me to wait more. I was so annoyed. I payed for 2 day shipping, but I have waited for 10 days and I still even don't know where is my package. Now, I know that this waiting is for indefinite period and I feel like I don't want to wait anymore. Therefore, I asked them to cancel my order but they said, for them, my order shows as started to shipped. It is technically shipped, so I can't cancel my order. What is this? I waited for them to solve this problem. I gave them time and they did nothing. Its already September and I payed for my order and two day shipping on August 12. They didn't send me my order and they don't even refund my money. They don't have any responsibility. They are just holding my money. Every time I call the customer service, they just say they will do investigation and they will let me know. However, they never sent me any response about the investigation. Then, I call them again and they say they will do investigation again. I never got my order. Fedex said they didn't get the package from Digital river. Then, it's your fault and you need to refund my money immediately. I payed for my order and you didn't send me my order and then you need to refund. Its been almost one month. I am so mad right now and sick of waiting for endless investigation and digital river's non-response. Please don't say that you need to investigate again. Because, you guys always just say that and actually don't do anything and just hold my money. Just refund my money as soon as possible. I waited for way too long. Its SEPTEMBER!!!!! Everything was their fault for 100% and I am a customer who gave time to them.

Desired Settlement: I just want them to cancel my order and refund my money immediately. They didn't send my package and they said they will do investigation since August 15 and they didn't do anything until today, September 1st. Its their fault that they lost their package and then they need to refund my money, coz I payed for order and two day shipping and I got nothing yet. I just want them to refund my money right now. Please just refund my money as soon as possible. I payed for you, and you guys didn't do anything. You guys said that you will do investigation and send email to me. But you never did it. And you guys are the one who supposed to send my order and that is why you got money from me. But, you didn't send my order for 4 weeks and you ignore my cancel request. Just cancel my order and refund my money right now. Its been more than 4 weeks since you got my money and didn't send my order and ignore my all the complaints.

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and have still not received the product. The complaint also states that the customer believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per customer service records the product was shipped on August 12th, 2014 but an incorrect tracking number was received from the warehouse. DR customer service has still not been able to obtain the correct tracking number from the warehouse. As such, DR customer service has issued a refund for the customer's order. The customer can expect to see this refund reflected in their account in the next 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I would like to file a complaint regarding a business that automatically charged our agency credit card $106.25, without proper notification of renewal (Digital River). I received one email notice on July 28, automatically renewing a subscription for ************************** with Premium Service Plan Renewal - 1 year, and stating the email was 'proof of purchase'. In the one email I received, there was no mention of a 30 day period in which to cancel the account, before the credit card associated with the account was charged. *****'s credit card was automatically charged $106.25. Please find a copy of the email I received, attached (**************************). *********** Technical Support was called on September 2, 2014, to cancel the account and I was told our agency would be charged because the call came more than 30 days beyond the time I received the email on July 28, 2014, a full 36 days prior to my phone call. Standard business contracts read "30 business days". The phone call I placed this morning to cancel the account and receive a refund was less than 30 business days. When I called to cancel the account, I was told the cancellation came after the 30 days noted in the contract. However, the renewal contract did not specify a 30 renewal notice period. ******************************* asked for a refund of $106.25 to our credit card. ***************, customer support, turned OFF the auto renewal, but insisted on charging our agency the full $106.25, with no refund. Since there was no 30 day notice in the renewal contract, this violates the laws of the State of Minnesota. In addition, the procedure of automatically charging credit cards without proper renewal notices (one email), appears to violate best business practices. Is automatically charging credit cards, without proper notification fraudulent activity?

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of the product. The complaint states that the customer believes they did not approve of the renewal. As such, the customer requests a full refund for the purchase price of the automatic renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the renewal order and has issued a full refund for that order. The customer can expect to see this reflected in their account in the next 3-5- business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/19/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: ORDERED ******* DATA RECOVERY SOFTWARE BUT IT DOES NOT WORK, SIMPLY LOCKS UP MY COMPUTER & WILL NOT RESTORE ANY LOST DATA! ORDERED THIS PRODUCT THAT DOES NOT WORK! THE SOFTWARE DOES NOT RECOVER ANY DATA FROM MY HARD DRIVE! Business Name: DigitalRiver US Inc (The recipient of this payment is Verified) Email: ****************@digitalriver.com Total amount: -$99.00 USD Fee amount: $0.00 USD Net amount: -$99.00 USD Item amount: $99.00 USD Sales Tax: $0.00 USD Shipping: $0.00 USD Handling: $0.00 USD Quantity: 1 Order Description: DRI******** order XXXXXXXXXXX Invoice ID: XXXXXXXXXXX Date: Sep 8, 2014 Time: 21:09:40 PDT Status: Completed Shipping Address: No Address Provided Contact Telephone: XXX-XXX-XXXX Business Contact Information Customer Service URL: http://www.digitalriver.com Customer Service Email: ****************@digitalriver.com Customer Service Phone: XXX-XXX-XXXX Funding Type: Credit Card Funding Source: $99.00 USD - Visa Debit Card XXXX-XXXX-XXXX-**** This credit card transaction will appear on your bill as "PAYPAL *DR INC USD SEAG".

Desired Settlement: I WANT A REFUND FOR MY ORDER! PRODUCTS DOES NOT WORK! Business Name: DigitalRiver US Inc (The recipient of this payment is Verified) Email: ****************@digitalriver.com Total amount: -$99.00 USD Fee amount: $0.00 USD Net amount: -$99.00 USD Item amount: $99.00 USD Sales Tax: $0.00 USD Shipping: $0.00 USD Handling: $0.00 USD Quantity: 1 Order Description: DRI******** order XXXXXXXXXXX Invoice ID: XXXXXXXXXXX Date: Sep 8, 2014 Time: 21:09:40 PDT Status: Completed Shipping Address: No Address Provided Contact Telephone: XXX-XXX-XXXX Business Contact Information Customer Service URL: http://www.digitalriver.com Customer Service Email: ****************@digitalriver.com Customer Service Phone: XXX-XXX-XXXX Funding Type: Credit Card Funding Source: $99.00 USD - Visa Debit Card XXXX-XXXX-XXXX-**** This credit card transaction will appear on your bill as "PAYPAL *DR INC USD SEAG".

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes the product did not function as advertised. The complaint also states that the customer believes they have been unable to obtain a refund for the product. As such, the customer requests a refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their product on the internet. Per DR's contract with *******, DR does not handle any of *******'s technical support and therefore has no information about any customer contacts regarding this order. As such, DR customer service has opted to issue a refund for the purchase price. The customer can expect to see this reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: ordered a video conversion product online on or around 7/30/14; have been waiting for "keycode" to enable the product ever since. refund req'd XXXXXX 7/30/14 placed order # UXXXXXXXXXX $29.95 paypal sold by Digital River/swreg inc. XXXXX **** **** **** ********** ** XXXXX

Desired Settlement: full refund $29.95

Business Response: Initial Business Response /* (1000, 7, 2014/09/08) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised. As such, the customer requests a full refund for the purchase price of both orders. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order and has issued a full refund for the order. The customer can expect to see this reflected in their account in the next 3-5- business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased the following product and it will not work Stellar Phoenix PDF Repair V1.0-EN-SOHO When I contacted Stellar Information Technology Pvt Ltd the logos say My Commerce a digital river company and the invoice says Stellar Data Recovery. here is my request and their NON answer which hey repeat every time i submit my request. Shame on you. I have bought a lot of stuff through Digital River but never again will that happen unless you do the right thing here. Thanks for your prompt responses. ****** Original Message From: Support Tech2 mailto:*******@stellarinfo.com Sent: Thursday, September 04, XXXX X:XX AM To: ************** Subject: RE: Stellar Technical Support ref:_00D90HfSr._XXXXXVPrtq:ref Hi, Thank you for writing to Stellar Technical Support. We regret to inform you that we cannot consider your refund request as according to our refund policy,

Desired Settlement: This company has a reputation for takinng your maney, providing software that don't work and then denying a refund. Amazon website has several examples I find out after the fact. I have never had any problem with digital river but this outfit selling under their name is arrogant and deceitful in my opinion It would be nice if I can prevent some other person from getting stiffed. AND I want my $49 back

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Digital River ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the product did not function as advertised. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the order using the information the customer provided. DR asks that the customer provide the order number so that the order may be located. Once the order can be located, DR would be happy to refund the customer for the purchase price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) DR is dancing around the issue I believe. However Stellar Recovery had a miraculous change of heart and refunded the full amount of the purchase. While I think Digital River is dodging the issue I am okay with closing the case because I accomplished my mission of getting my money back. So thanks to all involved. And a special thank you to the BBB for making this happen. ****** ****

9/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Failure to file in refund to the escalation department which is delaying the refund process I have been waiting over 2 weeks to return a product. I purchased a BB Q10 cell phone online at the Blackberry store on Aug 7.However, as soon as I checked my order, I found out I have entered the quantity wrong. So I sent in the cancellation request 3 times and called to confirm cancellation. However, Digital River customer service personnel replied "we cannot check your order from the payment department so you'll need to wait 72 hours." so I waited. Next morning, I got my parcel with 2 quantities of Q10 (even before DR emailed me my tracking number). When they told me on 7th over the phone, they said they'll mail my two phones in separate parcels, so I just need to receive one parcel and reject the other one. Unfortunately, Fedex sent them in one box and I couldn't reject one phone separately. As soon as I called to file a refund, they said my order is still under the process of payment so cannot do refund yet (when I got my parcel already). After they found out my product has been received, they said they'll take care of the refund process and ask me to wait for 72 hours on refund confirmation email and instruction. On Aug 9th, I received an email from DG on how they've received my request for refund and will send me detailed instruction on how to do the refund. Didn't receive any follow-up emails, therefore, I called for further instruction. First, they gave me a return address (Minnetonka location) over the phone. I was going to mail the parcel, but then realized I didn't receive a return slip yet. So I called again to confirm that issue. Another representative gave me an instruction to send in the parcel to Indianapolis location, which could've been a big trouble if I mailed my parcel already and I was told that I will receive return slip within 72 hours. I waited another 4 days but didn't hear anything, so I called this morning, Aug 18 (9 days have passed since my refund request) to check on the return process, and was told that they have not process my request to the escalating department(?) and therefore I must wait another 72 hours. They keep tell me to wait 72 hours, 72 hours, 72 hours which lead to nowhere, causing a lot of stress and consuming a lot of time on my side when they're the one who FORGOT to take care of a customer's request. Simply saying "we don't know what happened but your request did not go through."

Desired Settlement: I want DR to send me a return slip ASAP so that I can send the parcel in and receive return payment ASAP. I sent in cancellation request prior to shipment, however, they ignored that first request and mailed my order without checking. They told me they'd pack the parcel separately so that I can reject one parcel right on the spot, however, they failed to keep their promise. I requested a return address and they provided me a wrong address in the first place, which is negligence of responsibilities. Lastly, they have failed to send in a customer's request due to carelessness to the next department and still ask the customer to wait another 72 hours.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two product. The complaint states that the customer believes that they incorrectly ordered two of the same product and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price of the second product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has sent the customer an elabel to the email address in which the customer provided to purchase the products. Once the product is sent and the warehouse has received the product, a refund for the second product will be processed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Any company which uses DRI to process payments, I receive "Payment authorization failed" when attempting to make purchases. This issue has been going on for years for me. Every company I go through that uses DRI sugh as Electronic Arts, En Masse Entertainment, and Arenanet, when I attempt to make any purchase whatsoever, I get the error "Payment authorization failed". I have attempted to contact DRI multiple times over the years and their customer support is, well, not a customer support at all, they tell me there's absolutely nothing they can do, as they do not have a consumer support system in place. The issue is the fact that there is absolutely no reason they should be blocking my transactions, yet no matter what the payment source, be it Paypal, my debit card, or any credit card I own from an organization. I have never been able to process payments that go through them, and they refuse to help resolve this issue directly. They tell me to go through the companies I am purchasing the products for, which makes absolutely no sense when the problem lies with them, it's futile having to contact support for every single company when I would like to buy a game, so they can make a special case, just to allow me to purchase a product through them, because they decided to choose DRI as their their party payment processor. I don't understand how this company could have an A+ with the sheer lack of customer support, and willingness to resolve issues that are so prevalent, all you have to do is google for "Payment authorization failed" with or without Digital River in the search bar, and you will find hundreds of people, at least, that experience this same issue, and that the companies that use DRI are having to shoulder the burden of dealing with the customer support and resolution for this, because DRI refuses to take care of it themselves, like a proper company should. Though I expect DRI to never actually resolve this issue like they should, if you want to continue to stay in business for the long future, you need to straighten this out, because issues like this will alienate playerbase quicker than you'd ever see coming, and that will push developers, over time, to move away from a company as frowned upon as this.

Desired Settlement: No settlement requested, the problem is that they REFUSE to process transactions to take my money...

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's ability to purchase products. The complaint states that the customer believes they have not been able to process payments for products from certain companies. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for the companies mentioned in the customer's complaint, DR does not handle their customer service. Due to DR's contractual obligations with these companies, DR is not able to directly assist any customer. DR recommends that the customer contact the company in which they are trying to make a purchase from directly for any payment errors they may be receiving. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased software through them and they are unable to provide the activation code so the software cannot be used. On August 19th 2014 I purchased the software however the receipt does not include the activation code. I called them and was told they cannot help me I must contact the software company but they will email them and have them contact me. The software company has no record of this transaction so I have software that cannot be used. I paid through paypal. The software is macpaw clean my PC paid $19.52

Desired Settlement: Refund my payment through paypal and I will purchase the software direct from macpaw

8/19/2014 Delivery Issues | Read Complaint Details
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Complaint: Unauthorized change in Contract. Prematurely Renewed Subscription and caused my Bank Account to incur unnecessary Charge due to error. On 6-24-12 I purchased a Kaspersky/Digital River Internet Security Subscription with a Written Guarantee that the Subscription will end 6-24-14, and NOT 6-19-14, for the price of $108.76, which was paid through my Checking Account. On 6-19-14, "FIVE Days before my Legal Expiration Date" the Company Debited my Account without Authorization for $173.69, a significant Higher Price than I was assured the Renewal would be". The "Premature Unauthorized Act" on the part of the Company caused my Account to become Overdrawn and I was Charged an Insufficient Charge Fee of $35.00. Adding Insult to Injury, the Company Blocked my Protection at 12:04 a.m. on the 20th, leaving my System Vulnerable to Attack and all my Personal Info Exposed to Hackers. I spoke to a ***** ***** ****** ***** *** ****, ***** and *** about all the Problems the Company's action has caused me to endure and all I received was "the Royal Runaround". The Company "outright Refused to restore my Protection for the remaining Five I have paid for "repeatedly" and this caused Several problems with my being able to use my Computer, and then several times within an hour from the time I was Blocked their program would interrupt the use of my Computer by repeatedly sending an annoying sound and a message telling me that my Computer's Date Base cannot be updated and has been Blocked from Protection. I tried to download a 30-Day Trial until my Legal Expiration Date as I was told to do by the Company, but the JOKE was on me because "I was BLOCKED from Downloading the Trial Version.??? I was forced to endure some rather SHADY business practices from the Company that caused several problems with my Computer and Bank Account. I believe that in light of their actions they should be held accountable for the $35.00 Unjustifiable Charge as a result of their Premature actions. Therefore, I am now due "Credit for the FIVE days I was deprived of being able to use the Protection which is a Breach of the Contract and the $35.00 Charge for for the "Premature Renewal". There was 560 Complaints against the Company for deplorable things done to other Customers and there should not have been such a significant amount if they would improve their business practices. I was told to call Tech Support and it was known by the Company that the Department was already closed.?? And when I did call at the proper business hours I was told "that nothing can be done by that Department that I would have to call the Sales Department.??? Royal Runaround. This went on for Several Hours.

Desired Settlement: Pro-rated amount entitled to for Blocking my Protection and depriving me use of FIVE Days I had already Paid for, and for Prematurely Charging my Account which resulted in a $35.00 Fee from my Bank.

Business Response: Initial Business Response /* (1000, 5, 2014/06/27) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of an anti-virus software product. The complaint states that the customer believes the software subscription was cut five days short. The customer also believes that there was an unauthorized renewal charge, which the customer believes lead to a bank fee charged to them for insufficient funds. As such, the customer requests a prorated rate for the remaining five days and requests a reimbursement for the fee the bank charged them. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the order with the information provided by the customer. DR customer services asks that the customer provide the email address used on their order and their order number so that the order may be located to further assist. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just acknowledgment of receipt of my Complaint does not resolve the matter. On 7-1-14 at around 2:38 p.m. I spoke with a ******** a represen-tative of the Company, and was assured that the matter would be amicably resolved via at least one of the Insufficient Funds Charges from my Bank would be reimbursed and that I would receive an email with a link from him that would allow me to renew my subscription for the product at the Original purchase price of $108.67 and not the amount charged in Error charge - $173.69, but to date I have not received the action assured that would take place to allow the matter to be considered resolved.Until I receive what I was assured I would, I cannot consider the matter to be resolved. Final Business Response /* (4000, 9, 2014/07/14) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's renewal of an anti-virus software product. The complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bank. As such, the customer requests this full refund and replacement. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. With the additional information the customer provided, DR customer service located the customer's order. A link to replace the customer's product at the correct price was sent on July 7, 2014 at the discounted price. In order to refund the bank fees DR customer service asks that the customer provide the order number of their replacement product. Upon receipt of this new order number, DR customer service will be able to refund the $35.00 in over draft fees to the customer by taking it off of their new order's purchase price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Business Response /* (1000, 20, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's renewal of an anti-virus software product. The complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bank. As such, the customer requests this full refund and replacement. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service is waiting for the customer to place the new order at the correct price. In order to refund the bank fees DR customer service asks that the customer provide the order number of their replacement product. Upon receipt of this new order number, DR customer service will be able to refund the $35.00 in over draft fees to the customer by taking it off of their new order's purchase price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Consumer Response /* (3000, 22, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) In initially speaking with the Company's Representative ******* ****** about the matter, I was "assured that I would receive a Refund of the Bank Overdraft Charge ($35.00) I was force to incur due to the Company's Premature Renewal on 6-19-14", but now ******* has decided at the last minute to change the condition in which I would receive the Refund. It's as if I and my Refund are being held captive until I Renew Subscription with the Company and to just ignore having been treated so Unprofessionally by its employees. I "did not agree with the NEW Term as to how my Refund would be submitted to me". Therefore, I want the Original Agreement Upheld and not be forced to rush to do business with a Company whose interest is truly not Satisfying the Customer. At this point I am not certain if I will renew or not considering how poorly I have already been treated by DR/*********. "My Five Remaining Days of Coverage was Never restored nor did I receive any compensation for them either", and now I am presently being "bombarded with interference whenever I use my Computer with different messages from the Company all day and night and it has also been indicated that the Data Base Update is experiencing difficulty due to my allegedly having the program illegally, when in actuality the Key to the program is Locked by the Company and even interfered with my being able to download the Thirty Day Trial. The Company knew with the Key Block on the Account "that I would not be able to download the Thirty Day Free Trial, yet it instructed me to do so on several different occasions" and then keep sending me messages that the Trial Period has Ended (??) - I was prevented from taking advantage of the offer so how could the period End??? I am still at the stage of considering if I want to continue to do business with the Company as I have since "2009" or not, but it should not have any affect on my Refund being forwarded to me as Originally Agreed. Business Response /* (4000, 24, 2014/08/08) */ Digital River, Inc. ("DR") is in receipt of a third counter-complaint from a customer regarding the customer's renewal of an anti-virus software product. The complaint states that the customer believes that they did not receive a replacement product and that they customer did not receive a refund for the fees charged to them by their bank. As such, the customer requests this full refund and replacement. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service is waiting for the customer to place the new order at the correct price. In order to refund the bank fees the customer needs to place a new order because DR's system is unable to refund more than the amount that the order was originally charged for. Because the original order has already been refunded, DR customer service cannot process a refund for more than that original amount. Upon receipt of a new order number, DR customer service will be able to refund the $35.00 in over draft fees to the customer by taking it off of their new order's purchase price. DR customer service does not have an alternative way to refund the charges from the customer's bank. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Auto renewal on product I haven`t had in years. This is listed on bank statement as 8496 Dri*TrendMicro Orderfind.Co MN in the amount of $71.95 I used Trend Micro antivirus software years ago. It has been so long that I have no account number or dates on this account. I tried last year to get this annual charge discontinued, but they said that isn`t possible without an account number. My response was if they are able to charge me for this service that I no longer have, they must have enough information to remove from their auto renewal list.

Desired Settlement: What I want is to have this annual renewal charge discontinued. Truthfully, I hadn`t paid attention that this amount was being withdrawn from my account before last year. It wasn`t an issue while I was still working. Now it is. I would like a refund for $143.90 for the two years of charges of $71.95/yr. Thank you for your time.

Business Response: Initial Business Response /* (1000, 7, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer believes they have not been using the software product and that they were unaware of the recurring charges. As such, the customer requests a refund for the automatic renewals for the past two years. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate any orders with the information provided by the customer. DR asks that the customer provide further information regarding this order, including: the original order number and email address under which the order was placed. Once the order can be located, DR would be happy to refund the customer for the renewal price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 9, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I haven't used this product in so long I don't have either the original order number or remember the email address I was using at the time. However you are able to charge this auto renewal amount, I have no idea. I regret not realizing this $71.95 was coming out of our account for years. If you have enough information on my former account to continue charging this amount, then it must be possible to stop doing so. I ask that you refund $143.90 to me for the two years I have been aggravated by this matter. Thank you. Final Business Response /* (4000, 11, 2014/08/07) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer believes they have not been using the software product and that they were unaware of the recurring charges. As such, the customer requests a refund for the automatic renewals for the past two years. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate any orders with the information provided by the customer. Because the customer cannot locate the email address used to make the purchase or order number associated with the purchase, DR customer service asks that the customer provide the credit card number used to make the original purchase. This can be obtained from your credit card company. DR asks that the customer DOES NOT paste the credit card number in their response here. Instead reply with the phone number where DR customer service may call the customer to obtain this information. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/18/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Digitalriver inc. accessed my paypal account and removed $39.99 without my permission. They say I gave them permission a year ago. I did not. I dont know these people. I want a my funds returned and have set up security to make sure this doesn't happen again. No one has permission to enter my account without my permission ever.

Desired Settlement: DesiredSettlementID: Refund Full refund

Business Response: Initial Business Response /* (1000, 5, 2014/08/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding charges to the customer's Paypal account. The complaint states that the customer believes that their Paypal account was incorrectly charged. As such, the customer requests a refund for this charge and assurance that the charge does not reoccur. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the charge made on July 22nd, 2014. This charge was for an automatic renewal of a software product. At the time the original order was placed the customer did not turn off the automatic renewal function and were subsequently charged this year. DR customer service has turned off the auto-renewal function for this service. Because the auto-renewal function has been turned off, the customer will no longer be charged for this service. DR customer service would be happy to issue a refund for the renewal charge; however, the order is currently in chargeback status, taking the funds out of DR's control. Therefore, the customer will need to clear this status with their bank before DR customer service is able to issue a refund. Please notify DR when the status is cleared so that the refund may be processed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/13/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Pressure to purchase engineering support and after 3 attempts to use it, the "engineers" did not fix anything. Fixed using free malware bytes program I called up for help with my product on 7/16/14, and the first representative pressured me to purchase engineering support. I declined, instead asking questions and looking for other solutions to the problem. He was unhelpful without something to try and sell me. I called back and got somebody else, who was much nicer. That person did convince me to get engineering support. The first engineer I had, ****** was awful. She kept saying she was all finished, and then I'd find more malware very easily (files and folders I was unfamiliar with last edited on the day of the attack). I kindly asked her to return to her work and complete the job. I had to leave the apartment, when I returned the computer had been restarted and it seemed finished. I decided to check it further in the morning. Come morning, it was immediately clear the computer was still infected. I opened firefox and got massive moving ads floating across the page. I called the company and a different engineer looked at it. He was not receptive to my suggestions and actually dared to say something was not malware, despite it not existing on my computer before the attack, being created/modified on the day of the attack and the folder name spelled with upper and lower-case letters inappropriately. When his "work" had concluded, I downloaded malware bytes just to see if there was anything, and I found a lot of infections still. Avast's service did absolutely nothing but waste my time and money. They refused to give me back my money because of something called a "best effort" contract. Total scam.

Desired Settlement: I want a full refund of the engineering service. Their service was never wanted, I was pressured. From there, I was treated poorly on the phone and if left to their own devices, would have logged far less service time had I not been on top of them forcing them to honor their agreement (which they never did).

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of engineering support services. The complaint states that the customer believes the services did not remedy the problems. As such, the customer requests a full refund for the purchase price of those services. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR does not provide engineering support services and cannot comment on the agents and representatives actions. DR customer service is unable to determine the correct order in which the customer is requesting a refund for with the information provided. DR customer service asks that the customer provide more details regarding their purchase so that DR customer service may locate the correct order and process a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issues: 1. Avast's program that I subscribe to failed to block a malware attack, did alert me to its presence, but said everything was fine. I quickly realize this was not the case and called Avast for support. 2. I was initially pressured to purchase a service with a software engineer, and then eventually was convinced I needed it after calling back to get a different representative. 3. I was sold time with these software engineers (you can hear that multiple times if you listen to the conversation recordings). These "engineers" dismissed my questions throughout their service, indicating more than anything a lack of knowledge. They seemed like people that are just trained to run a remote access front end. 3a. Sidenote: That remote access front end software was left on my computer following the service. 4. The service I received was inept, lazy, rude at times, and wholly ineffective. Malware Bytes found active malware on my computer the next day. 5. One representative asked me for the password ** my computer and also made comments throughout the conversation pertaining to programs (games) he saw on my computer. To me these are both violations of my privacy and at the very least - extremely unprofessional on his part (if conversations are recorded, these are all on record). 5a. Sidenote: This was before I realized this was an outsourced service. I am even more insecure about my internet security now given the given context and the fact that these people on my computer had access to my professional documents for as long as they needed to do anything they wanted). Again, he asked for my password and the conversations logs will indicate he was interested in more than just what he was being paid to be interested in. 6. I asked for a refund the day of and they explained the contract was "best effort". Below is a copy of the invoice. Order Date: 7/16/2014 Order reference number: XXXXXXXXXXX Billing Address: **** ******* XXX-XX XXth *** *** ** ******** ** XXXXX US Quantity Product Name Price Extended Price 1 avast! Total Support - 1 PC, 1 Year Platform:Other Other $179.99 $179.99 Total $179.99 Tax $15.97 Total $195.96 I still want a full refund, Avast scammed me big time. Final Business Response /* (4000, 9, 2014/08/13) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of engineering support services. The complaint states that the customer believes the services did not remedy the problems. As such, the customer requests a full refund for the purchase price of those services. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR does not provide engineering support services and cannot comment on the agents and representatives actions. DR customer service has located the customer's order and has issued a refund for the purchase price of the services. The customer can expect to see this reflected in their account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is suppose to give me my refund back. The story change like a scam every time, and I still don't have my refund. It has been four months. I purchased a produce from an online service company. I decided that I didn't want that product, and I want my refund back. I was informed that Digital River or SWREG will provide me the refund. I requested for the refund, and they told me that they will get it to me as soon as possible. They requested for some information, and I provided it to them. This was went as long as the middle of April to now July where I still have not received the refund. They send me different emails saying different things to my response instead of a straight forward answer. Different random responses are stated just to ignore the fact that I want my refund. The responses come off like it is a complete scam. They tell me that they will provide me the refund one way, and then they turn-around and tell me that they are going to send it another way. It has been just continuous back and forth response by email without me actually having the refund. Purchase amount is 800 for Order No.UXXXXXXXXXX . Requested to send bank information to Customer Service, ***** *** ** Replied by email to ***** *** ** with information, and then I was told that they were going to send it through U.S mail in 4-6 weeks. Then I was told that they were going to check to see what they have done or what they were doing, if they have started the refund process, or if they were figuring out if they were processing it or not. No one has contacted back yet.

Desired Settlement: Refund in the amount of 800 through electronic transfer or processing.

Business Response: Initial Business Response /* (1000, 6, 2014/07/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they no longer wanted the product. The complaint also states that she has been unable to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order. Since DR cannot process the refund through a Paypal account and because the customer would not provide their bank details to process the refund via a wire transfer, DR customer service has processed the refund by check. The check refund began processing on July 8th, 2014. Check refunds may take up to 6-8 weeks to process. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 8, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept because they already informed me that it will be 5-7 business days after they received my bank account information that they have. I replied back by email with bank information requested as an attachment to email:****@swreg.com. I also sent it through there other site www.cardquery.com. It was also sent by fax to the fax number that they provided to me by email:****@swreg.com. I don't understand what their problem is. I just want my money back as stated initially. They received my money within 24 hours for the product. I no longer have the product, so I expect to have my refund immediately. Final Business Response /* (4000, 11, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they no longer wanted the product. The complaint also states that she has been unable to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The customer would not provide their bank details to DR customer service to process the refund via a wire transfer. If the customer had provided DR customer service with this information, the customer would have received their refund within 5-7 business days. However, DR cannot provide the refund within the 5-7 business days when refunding by a check. The check refund began processing on July 8th, 2014. Check refunds may take up to 6-8 weeks to process. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Consumer Response /* (3000, 17, 2014/08/06) */ I have received the check, and it is not cashable. This has cause my account to be overdrawn. They cancelled the check, and this situation that was suppose to be resolved is not. Business Response /* (4000, 20, 2014/08/13) */ Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they did not receive a complete refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service issued a check refund; however, upon its arrival, the customer's bank informed DR customer service that they were unable to cash it. To correct this issue, the check was stopped and DR customer service attempted again to process the refund via a wire transfer. Unfortunately, the bank details did not work. The customer's bank has since informed DR customer service that the check could be cashed; however, the check had already been stopped. DR customer service has now issued a new check for to refund the customer's order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ten (10) days after the order was placed, the item is still not shipped, and the company cannot provide information about when it will be shipped. 7/20/2014: my order was placed on 7/20/2014. Order number is XXXXXXXXXX. 7/23/2014: I inquired about the status, and received email saying the estimated restocking date is 7/23. 7/24/2014: I called again, and was told the company did not know when my item will be shipped. I was also told they will generate a ticket for my order, and I shall receive an email about this ticket within 3 days, which never happened. 7/27/2014: I inquired about the status again, and received email saying the estimated restocking date is 7/27. 7/28/2014: after my communication with the company, I received an email saying the estimated restocking date is 7/28. I called again, and was told there will be another ticket generated for this order, for which I do not know if true or not. 7/29/2014: Being so frustrated with the company, I decided to cancel the order. I tried the online system AND phone call. Both times I was told that my order could not be cancelled with the following information: "We show that your order is currently in process for shipment thus no changes can be made. You will be receiving a shipping notification email shortly. If you do not wish to receive the shipment and you would like a refund, you may refuse delivery." Even after I told the customer service that a USPS delivery (just like a first class mail) cannot be refused multiple times, I was still provided with the same instruction. I requested my phone call to be transferred to the shipping department, and the customer service said they do not have such a department.

Desired Settlement: The settlement I request is simple and easy: stop the shipment

Business Response: Initial Business Response /* (1000, 5, 2014/08/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not ship correctly, and was delayed. As such, the customer requests a full refund for the order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on July 20th, 2014. DR customer service records indicate that the customer's product was temporarily out of stock causing the shipment of the order to be delayed. The product was not restocked until July 28th, 2014 and therefore could not be shipped to the customer before that date. DR customer service records show the customer later tried to cancel this order but was unable to do so because it had already been shipped by the warehouse. If the customer would like a refund for the order, they will need to return the product. A refund will be issued by DR customer service once the product is received by the warehouse. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I finally received the item - 17 days after the order was placed. If you look at the shipping information for this order, you will find that the item was not shipping until August 1st. That is four days after the July 28 restocked date stated by the business's response. It was especially frustrating every time I checked with DR customer service, I was told the restocking date would be the SAME DAY as the inquiry was made: 7/23 7/24 7/27 7/28 Why so?

8/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: IT ALL STARTED A YEAR WHEN I DOIWNLOADED A COPY OF THE PROGRAMME DVD CREATOR. WHEN I CAME TO USE THIS PROGRAMME AND LOAD IN THE RREGISTERKEY IT DID NOT WORK. SO I COMPLAINED ABOUT IT TO SWREG THINKING THAT THEY COULD SORT IT OUT BUT HEARRD NOTHING, I TRIED AFEW TIMES, BUT HEARD NOTHING. SO AFTER A WHILE I GAVE UP AND PUT IT DOWN TO ANOTHER INTERNET RIPOFF. BUT A YEAR LATER I SAW FROM MY EMAILS THAT THEY HAD BILLED ME AGAIN FOR ANTHER COPY OF THE SAME PROGRAMME, SO THINKING MAYBE THEY HAD GOT THEIR ACT TOGETHER I DOWNLOADED THE PROGRAMME, AFTER ALL I HAD PAID FOR IT, AND NOT BE EXPECTED THE VERY SAME THING HAPPENED AGAIN. THE REGISTER KEY NUMBERS DID NOT WORK. I TRIED DIFFERENT WAYS WAYS WITH THE RISTER KEYS BUT NOTHING WIORKED. BUT THE ANNOYING POINT IS THAT I DID NOT GIVE THEM PERMISSION TO HOLD ONTO MY CREDITCARD NUMBER SO THEY COULD USE IT A YEAR LATER. THATS NOT RIGHT. SO YET AGAIN I END UP WITH SOFTWARE WHERE THE REGISTER KEY DOES NOT WORK AND I AM OUT OFF POCKET BY 16. SO WITH LAST YEAR THATS 32. Product_Or_Service: DVD CREATOR Order_Number: UXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I WOULD LIKE TO BE REFUNDED THE MONEY THAT I SPENT, THAT WAS 32

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product and a subsequent automatic renewal of the product. The complaint states that the customer believes the product did not function as advertised either time. As such, the customer requests a full refund for the purchase price of both orders. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the orders and has issued a full refund for both orders. The customer can expect to see this reflected in their account in the next 3-5- business days. DR customer service has also cancelled the automatic renewal to assure that these charges do not reoccur. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Never got the order that I paid for. I placed an order on 2/10 for two items. I was informed that since one of the items was a pre-order, that the order would not ship until the other item was released, which was to be March 31st. In May I still had not received my order and e-mailed the company to find out the reason. They replied and informed me that they were looking into the issue and that they would get back to me. It is now July and I do not have my merchandise nor have I heard anything from the company. This level of customer service is absurd. I should not have to wait over 5 months to receive product that I have paid for in good faith. order#: XXXXXXXXXX payment method: paypal purchase date: 2/10/14 purchase price: 112.59 Product SKU: XXXXXXXXXXXXX Product SKU: XXXXX Email date: 5/24/14 ticket ID: XXXXXX Person in email: **** ** Email ID: XXXXXXXX

Desired Settlement: I want my money back. I no longer want the products that I had placed an order for. I should not have to wait over 6 months to get what I paid for.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two products. The complaint states that the customer believes the products did not ship correctly, and was delayed. As such, the customer requests a full refund for both products. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on February 10th, 2014. DR customer service records show that the two products have been shipped by the warehouse. If the customer would still like a refund for his order, he will need to refuse its delivery, or send it back if already accepted. A refund will be issued by DR customer service once the products are received by the warehouse. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to return the items, but I want a return label. To be honest I do not trust this vendor. I want the items to be able to be tracked, so they can not claim they never got the package.

8/5/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Digital River tried to sell refurbished product as new. Upon contacting Digital River by email and on phone, they are delaying the full refund. I ordered a new BlackBerry *10 (Unlocked) - White with order #: XXXXXXXXXX on July 15, 2014. The order arrived on July 19, 2014. However, inside the package was an opened-and-resealed box of the BlackBerry *10. I did not break the second layer of tapes, which were placed on top of the original ones that sealed the *10 box when it came out of the factory. On July 20, 2014, I contacted customer service via email to request a replacement of the order and requested shipping label to send back the refurbished *10. ******* ** from Digital River responded by offering a full refund and asking me to place a new order. I placed the 2nd order on July 21, 2014 and requested the full refund. It was then, ******* ** asked me to ship the refurbished *10 back at my own expense and refund pending on them receiving the refurbished *10. When I call Digital River over the phone the next day (July 22, 2014), I spoke to *** and **** *** asked me to break the seal (the 2nd layer of tapes that seal the *10 box) before sending it back to Digital River. I did not do so. *** told me that it will take three business days before management in Digital River, Inc. can approve sending me the return label via email, and they won't refund my order until they acknowledge the fraudulent product's return.

Desired Settlement: I want Digital River, Inc. to send me a NEW BlackBerry *10 (Unlocked) - White as specified in my order. Since I've been tricked to place a 2nd order, I want the first order be fully refunded immediately. Digital River should also send the return label for the refurbished phone as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they received a refurbished product. The complaint also states that they have been unable to obtain a refund and second order as a replacement. As such, the customer requests a full refund for the purchase price and a replacement product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order. Per DR customer service records the customer's second order for replacement has already been sent to the customer. One the first product is returned, DR will process the refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

7/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought an item in 2010 Order # was deactivated alleging that an automatic request for refund was generated in 2010 with no proof of refund or request I called XXX-XXX-XXXX after (4) years of unanswered emails made to *******@esellarate.net at *******@enosis.net about my Order # which was necessary to activate the software that was purchased to be installed. Once or twice a year I sent an email but never receieved any response. I finally found a telephone number which sent me to a support center in the phillapines where I spoke with **** #XXXXXXX - she told me at least (5) different stories. First she said a refund request was made by me in April 2010 and they credited me back to my card on April 8/9th 2010. When I asked her for a copy of the email in which I allegedly requested a refunmd she couldnt find one. Second she said that in May of 2011 I requested the refund, which was made 1 year prior in April 201 - when I questioned how I could have made a refund request one year after it occurred she could not answer. Third, she stated That the refund request was made back to my checking account when I told her I didnt purchase it waith a check she yet again changed; Fourth **** stated that a refund was made back to my credit card in mid April 2-010, when I notified her that the credit card I mad the purchase with in March 2010, had been replaced with a new one by April 1, 2010 she said they couldnt have credited the funds to an account without a working credit card number; When I asked for a copy of the transaction record to prove that the made a credit she could not provide it. When I asked for the billing information they allegedly returned the funds to she could not provide it. When I asked for copies of proof of a refund request she could not provide it. I then spoke to a supervisor by the name of *********** #XXXXX, who then told me several other tales: First he said that the bank had ainitiated a refund request when I asked for a copy of the banks request for a refund he could not provide it. When I asked for a copy of the transaction record, confirmation of refund request, and billing information none of that information could he provide. I was repeatedly told that if I wanted to use the software I would have to re-order and pay a fee a second time for the software I purchased in 2010 and still own. This is a scam that they seem to run every few months to get consumers to repurchase what they have originally purchased a second tiome this making software which is to permanently owned a subscription based software in which they make the same buyer repeatedly purchase the same software by deactivating the Order # then alleging that refunds were made , that nevere were. Personal Information ****** ****** ** *** *** *** ***** ** XXXXX ****** ****** XXXXXXXXXX ******@mail.com Order Information Order Number: STXXXXXXXX Order Date: 3/20/2010 Order Method: Within Application Grand Total: $45.00 Order Item Details PanCanvasProWin32 SKUXXXXXXXXXX 1 @ $45.00 each REGISTRATION INFORMATION Serial Number Name: ****** ******

Desired Settlement: I want an active ORder number to use the software I lawfully purchased Personal Information ****** ****** ** *** *** *** ***** ** XXXXX ****** ****** XXXXXXXXXX ******@mail.com Order Information Order Number: STXXXXXXXX Order Date: 3/20/2010 Order Method: Within Application Grand Total: $45.00 Order Item Details PanCanvasProWin32 SKUXXXXXXXXXX 1 @ $45.00 each REGISTRATION INFORMATION Serial Number Name: ****** ******

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order. Per DR customer service records the order was refunded back to the customer's VISA card that was originally charged on April 8th, 2010 for $45.00. If the customer is unable to locate the refund, DR customer service requests the specific information the customer's bank needs from DR customer service to help the bank locate the refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I repeatedly requested that the company provide copies of the standard business records they are required to keep detailing the date the credit was allegedly made, the account # to which a credit was allegedly posted, the email correspondenmce they allegedly sent both stating that a credit would be issued, and that a credit was allegedly made; the email requesting that a credit be issued. Since I never requested a credit be issued, why would they ever make a credit? They could provide absolutely no confirmation that a credit request was ever made. And no information to support which name/account they actual made a credit to. They could not possibly have made a credit to the card in which a purchase was made, since that card was actually inactive at the time they allegedly made a credit. Moreso they could not provide any supportive documentation that any alleged credit they tried to issue went through and was confirmed. Final Business Response /* (4000, 9, 2014/07/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to obtain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records the order was refunded back to the customer's VISA card that was originally charged on April 8th, 2010 for $45.00. DR customer service is unable to provide the specific account number the refund was issued to because those numbers are encrypted for the customer's protection. The customer needs to provide the transaction ID, date, and amount to their bank, and if the bank is unable to locate the refund, the customer must ask the bank what information it needs in order to locate this refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased service to remove malware and viruses from my computer and they did not remove them. Failed to send receipt for payment after multiple calls Purchased service to remove malware and viruses from my computer on the 6th of the month and they did not remove them. Also they were supposed to send me an email with the reciept for tax purposes for my company within 48 hours and did not. I finally opened a claim with paypal on the 16th of the month after calling every day and having them promise me they were going to send the email right over and did not. Very unprofessional and did not deliver anything that was promised with this $299 payment for malware removal and 2 years of support. Never called me back as they said they were going to.

Desired Settlement: I need to be refunded for the $299 that I paid for the services that were never completed.

Business Response: Initial Business Response /* (1000, 5, 2014/06/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they did not receive receipt of payment or the product itself. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the order with the information provided by the customer. DR asks that the customer provide the email address used on their order and their order number so that the order may be located to further assist. Once the order can be located, DR would be happy to refund the customer for the renewal price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided all information and they were still refusing to refund me. I spent countless hours and I have never received such horrible customer service. All they had to do was cancel the payment and they refused. Final Business Response /* (4000, 9, 2014/07/07) */ ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they did not receive receipt of payment or the product itself. As such, the customer requests a refund for purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate the order, as DR has not been able to find any order information using the customer's name and email address. DR asks that the customer provide the order number so that the order may be located. Once the order can be located, DR would be happy to refund the customer for the renewal price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 11, 2014/07/15) */ I did contact them and gave them the order number. The order number is uXXXXXXXXXX.

7/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have been waiting almost 3 months for a refund on a returned product. I purchased a BB Q10 cell phone online at the Blackberry store on May 6th. The online transaction for this product is managed by Digital River. I was not satisfied with the product and was given instructions on how to return the product on May 14th. I returned the product via the U.S. Postal Service to the address provided with all components (I have pictures) on May 14th. I followed all instructions and should have received a refund within 5-7 business days. According to the U.S. Postal Service the package arrived on May 16th at 9:23 AM. (Less than two days after I shipped it). I have called Digital River several times regarding the returned item. Each of the initial conversations ended because they had no record of receiving the product, had no direct phone number to the warehouse, had no way of verifying that the package was received. Apparently their inventory verification is dependent on the customer proving that the Digital River warehouse received the package. I am convinced that I have spent more time on this than they have. I am glad that my local Post Office took the time to assist me with verifying that the delivery was completed, the package did arrive 2 days after it was mailed.

Desired Settlement: The payment was made via a Walmart Prepaid Card. This transaction is the only reason I got the card and it is the only purchase that has been made with the card. I have been charged $3 per month for May, June, and July waiting for my refund. I want the full purchase price refund applied to this card within the next 5-7 business days. And the $6 bucks for the carrying charge of the prepaid card would not hurt either.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer was not satisfied with the product and believes that they returned the product to receive a refund. The complaint also states that the customer believes that they did not receive a refund for the product when it was returned. As such, the customer requests a full refund for the purchase price of the product as well as to be paid for the fees charged to him by his Wal-mart credit card. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per DR customer service records the item has been received by the warehouse and a refund for the purchase price has been issued to the customer. The customer can expect to see this reflected in his account in the next 3-5 business days. Unfortunately, DR is not able to refund the fees from the Wal-mart prepaid debit card. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

7/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Unauthorized Charge and Digital River will not correct the problem I tried to place order number ************* 3 years ago in April, 2011. The order failed several times and I emailed and called with complaints. I finally gave up and sent the company several emails saying I wished to cancel the transaction and that I would never do business with them again. Which I didn't. No charge ever appeared on my credit card from Digital River and I did not receive the software I wanted. 3 years later, out of the blue, I received an email with the same order number giving me a download location and a key for that software. I certainly did not order again and did not want the software 3 years late! I contacted Digital River as well as the software company and my bank, telling all of them that I did not make this purchase and asking for a refund. The software company has told me they do not have the money and that I must deal with Digital River. The bank finally provided me with details of the transaction but also said I have to straighten this out with Digital River. I have emailed Digital River several times about this and they keep saying they cannot find my charge and that they need more information. I have provided everything they asked for except the credit card number, as I would not email that. I even copied my credit card statement (redacting the account number) and emailed it to them, as they said they needed proof that I had paid. They continue to say they cannot find the order, despite the fact that I can find the order with their online system myself! And, the expiration date of my card that was listed on the online order was June, 2013, so the card had expired! This was a fraudulent use of the credit card. I did not give them permission to charge my card and was not doing any business with them at all since the aborted attempt in 2011. I would like to charge them for my time and for mental anguish! This has taken wa-a-a-y too much of my time and I refuse to do anything that will cost me more (such as faxing them, as they suggested, or making copies of things and mailing to them.) Here is the information: Order number: ************* Transaction Date: 4-10-2014 Credit card: VISA Credit Card Number: XXXX XXXX XXXX XXXX (note: I have since changed my number to another to avoid any more weird fraudulent charges from Digital River) Cardholder name: (me) ******* S *** Address: **** E ********* ** ******* ** XXXXX Payment amount: $37.46

Desired Settlement: I want my money back, in full. I also want an apology for all of my time that has been wasted dealing with this. I want the company to get their act together and learn to bill correctly (but I know THAT won't happen.) I want them to make sure they no longer have my information in their system and a guarantee that they won't charge my credit card again. Charging it 3 years after I gave them the number is TOTALLY unacceptable, especially after I cancelled the order.

Business Response: Initial Business Response /* (1000, 7, 2014/06/26) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they did not receive a complete refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service was unable to issue a refund via a wire transfer due to the age of the order. DR customer service has reached out to the customer to issue the refund via a physical check. Checks may take up to 6-8 weeks to process. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 9, 2014/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dispute what the business says. I did NOT place an order. Digital River fraudulently used my credit card for an order 3 years after I provided my credit card information. This is NOT a product refund, this is a refund because they FRAUDULENTLY used my credit card number for a transaction I never approved. They SAY they are issuing a refund check but I have received nothing. Until I receive a full refund and have it in my hand, I still have a problem with the company. In addition, they have made no effort to compensate me for the HOURS of time I have spent trying to resolve this issue and the change of credit card number I have had to have done TWICE. An email apology will not do it. I want a personal letter from the president or CEO of the company apologizing for the FRAUDULENT use of my card and promising that they will delete my credit card information from their system. Final Business Response /* (4000, 11, 2014/07/07) */ Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they did not receive a complete refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service was unable to issue a refund via a wire transfer due to the age of the order. DR customer service has reached out to the customer to issue the refund via a physical check. The check is currently processing, however, checks may take up to 6-8 weeks to process. DR is unable to compensate the customer for their time. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

7/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Spent 137 dollars, two items not in stock, been waiting an entire month and they wont ship my in-stock items unless I cancel my other items. My order, XXXXXXXXXX, paid with a Visa debit card on March 19, 2014, contained the following items: Final Fantasy X / X2 HD Collector's Edition PS3 1 $79.99 FINAL FANTASY X WALL SCROLL YUNA 1 $23.99 FINAL FANTASY X-2 WALL SCROLL 1 $23.99 Subtotal: $127.97 Shipping: $0.00 USPS (5-7 business days) Tax: $9.32 Total: $137.29 I ordered a game and two supplemental products as seen above; the game is in stock, while the other two items are on backorder. This $137.29 is money that is being kept hostage from my account because of the broken supply chain, and I, thecustomer, am paying the price because of this. The original order confirmation email I received said that in-stock items would ship in 1-2 days. I do have in-stock items which still haven't shipped one month later. In addition, my shipping is 5-7 business days. What if I had paid for an expedited shipping option? Would that money be lost and I'd be waiting for months as well? I contacted the company for weeks to make a simple request; send my game out in its own separate shipment, then, when you have the rest of my order in-stock, send the remainder. I've had previous, negative experiences with other companies and fulfillment services, all of which have been resolved quickly and efficiently, even resulting in full refunds in some cases. This company's customer service personnel made a suggestion to me to cancel my back-ordered products as their solution. With this "solution" I would have 1) lost one month of my time; 2) lost buying power equal to $137.29 during that month; 3) lost sanity dealing with the customer service channels during that month; 4) lost my free shipping perk for spending over $100 at the store; and 5) pay additional shipping charges if I want to reorder the remaining back-ordered products. My lease at my current apartment will be expiring at the end of the month, and I have strong concerns that at this rate, the company won't resolve my claim, or fix your supply chain in time, and may incorrectly ship it to my old address. I do not have a future address, so I cannot preemptively reorder. This also draws up the concern that I may not have my backordered items ship to the correct location. I've felt nothing but disappointment and disrespect from your company, I hope that you can refer me to the correct personnel or personally help me resolve my issue.

Desired Settlement: Refund all my money for the grief you've caused me. Ship my in-stock items with upgraded next-day shipping for free. Ship my back-ordered products with free, next day shipping as soon as they are in stock. Fix your supply chain. Improve your "customer service" channels

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a three products. The customer believes they experienced shipping delays as two of the products were on backorder, which did not allow any of the items to ship. As such, the customer wishes to receive the two backordered products separately so that the other product may be shipped. Additionally, the customer requests a full refund for all three products and expedited shipping on all of them. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. In speaking with the warehouse, DR customer service has confirmed that the backordered items are out of stock. As such they have cancelled the two backordered products off of the customer's order to allow the remaining product to ship. DR customer service has issued a full refund so the customer will receive the remaining product for free. This refund will be processed once the product is shipped. DR customer services has also expedited the shipping on the product so the customer can receive it as soon as possible. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, you at the BBB are my heroes. I was losing my sanity dealing with this abysmal company for over one month. I cannot express gratitude enough, and I only hope that you never need to deal with Digital River after my case is closed. Regarding the response, I'm mostly happy with the response, however there is one part that isn't true. (Below) The company, Digital River, said in the response "DR customer service has issued a full refund so the customer will receive the remaining product for free. This refund will be processed once the product is shipped. DR customer services has also expedited the shipping on the product so the customer can receive it as soon as possible." However, in reality, I received a refund in the amount of $34.33. This is hardly the value of the product and not the "full refund" described in the title. Thank you so much again. I could never have gotten this far without you. I'm still livid that I lost 40 days of my life dealing with this, when they could have just checked with the warehouse a month ago, but I'm happy your service were here for people like me.

7/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have been charged for an additional Trend Micro software. I already have an account. I have been told I would recive a refund and have not to date. On April 14 2014 my debit card had a charge for $89.82. I notified my financial instituion and did a disputed transaction. Once I was able to determine it was from my internet protection software I checked my account. It showed I have two accounts and the charge was for an auto-renew. When the bank came back and said because it was an auto-renew they would not refund the charges. I then contacted the company. On June 10, 2014 I spoke via chat with ******** ********* chat session ID, XXXXXXXXX. He directed me to another number. I was told to contact and they would refund. I called XXX-XXX-XXXX option 2 and spoke with ******* who said that I would not get a refund calling this number that I needed to contact customer service. I spoke with a young man who's name was **** at 7:39am. **** advised me that I needed to contact Digital River at XXX-XXX-XXXX. I was given a case number XXXXXXXXXXX and told that they would be able to make sure I was credited. I called Digital River and spoke with ****** who advised me that a refund would be issued and to check my junk mail for an email with in the next 3 to 5 days. I waited and no email was ever set. By this time I was getting upset. I called Digital River on June 26, 2014 at 10:15am and spoke with ***********. ***** advised me that he could see my dispute and told me that on May 7, 2014 8:33pm that my bank refused to accept the reversal. He said that the bank needs to drop the dispute status on my old debit card which showed in their system as a fraud charge. He asked me to call my bank and explain advising them what to do. I work for the bank where my debit card was charged. I called and spoke with ***** ***** in our Loss Prevention Department at Associated Bank. I explained to ***** what ***** had told me. She said there has been NO ATTEMPT for a reversal on my account. She said what he told me is not accuarte and that they have my $89.62 because my bank had given them the funds. Needless to say I am not very happy with this organization. I have been doing business with them for nearly a decade and have never had any problems what so ever. I made one more call back to Digital River and spoke with ******* She assured me I would be getting a refund for $89.62 and that I need to check my email and junk email for a communication from them and I could expect a refund within the next 5 to 7 days. All I want is the refund that was due to me. ***** at my bank advised that I send a letter to the BBB. I am not sure if you can help me but I would appriciate anything you can do on my behalf. This has been a journey of wasted time for me. Respectfully, **** ******

Desired Settlement: I am seeking the refund I have been told I will be getting for $89.62. I would also like confirmation that the other account has been canceled. I have been told it was. With the account I currently use I advised them to take me off of any automatic renewal. I was assured I was but at this point I do not believe much of what I have been told. Thank you.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Order software from an individual doing business from Germany. The invoice claims that the sofware was going to be delivered within 48 hors. The product was never received and I tried to contact the publisher of the program and he never respond to my emails. Also the person doing business in Germany is call Digital River GmbH Scheidtweilerstr. X XXXXX Cologne Germany. Please contact me if there is a chance of getting a refund from this company

Desired Settlement: Refun of my money

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes they never received the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has not been able to locate the order with the information provided by the customer. DR customer service requests that the customer provide additional information used to place the order such as order number, date of transaction, email used to place the order, and the amount that the customer was charged. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received an invoice from Customer Service. It reads as follows; Share-it Digital River, Inc XXXXX **** **** **** ********** ** XXXXX USA Invoice for order #XXXXXXXXX dated 10-Jun-2014 Seller of the product: Digital River GmbH Scheidtweilerstr. 4 XXXXX Cologne Germany Tax ID Number (Germany) ************* VAT-ID: DEXXXXXXXXX Total charge to my card 69.95 dollars. I have also contacted the publisher without no luck. Publisher is ProSoft Apps owner **** ******* This individual has not have the courtesy to reply to my numerous email I have send. I just want my money back. Final Business Response /* (4000, 9, 2014/06/27) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer has tried to obtain a refund but has been unable to receive one. As such, the customer requests a refund for their purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and has reached out to the publisher to see if they will respond and agree to process a refund. If DR customer service does not hear back from the publisher within two days, DR customer service will issue the refund for the customer. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I paid for overnight delivery, and they shipped it via carrier pigeon (apparently). I bought a new phone from a company which used Digital River to manage shipping. I paid for overnight delivery and have not received my phone, a week later. I also contacted them and they say it's due for delivery in a couple days, and that I should refuse delivery. It's a bit hard when they shipped via SmartPost (FedEx + USPS) and FedEx no longer claims responsibility. I was billed for a service (overnight shipping) I never received and the company is refusing to refund my order.

Desired Settlement: I would like the complete purchase price of the phone immediately refunded to me: $222.23. And since this company send me something very late, they should be responsible for standing in line at the local USPS to pick up the device - not have me ship it back to them since I no longer can refuse delivery.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not ship correctly, and that his product was delayed. As such, the customer requests a full refund for product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on June 4, 2014. To correct this issue DR customer service has sent the customer an e-label to return the product free of charge. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) A refund is fine, but I would like the company to address why are taking payment for overnight shipping, yet not supplying that service to customers. I would also like to know why my online invoice was $222.23 (after $100 coupon) yet according to the received invoice, $304.04, for which shipping was just $5.04. If that's the case, shouldn't my online invoice have been $204.04? Please specify: 1. The shipping I selected and total charge online. 2. The charge you made to my credit card. 3. The shipping charge you have in your system and method of shipping. 4. Why any discrepancy exists. I have checked online and several others are complaining that you're charging for a service you are not providing. Final Business Response /* (4000, 13, 2014/06/25) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not arrive on time and that they were incorrectly charged. As such, the customer requests an explanation of why they were charged incorrectly. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has since corrected the shipping option and it will not affect future customers. DR customer service does not have a copy of the physical invoice the customer received with their shipping, only the correct invoice attached to the customer's order. DR apologizes for any printing error that may have occurred on the customer's physical invoice. The customer may access the correct invoice from their confirmation email, which has been resent. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 11, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just really want you to address my original questions. And if your charging me $8.69 for shipping, why does that vary from the physical invoice I received? I appreciate that overnight shipping should not have been an option, but is was (still is?) and you have failed to answer my aforementioned questions.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They send unsolicited product emails despite repeated requests to stop. Company sends emails for products approximately every two weeks. On each email there is an "unsubscribe" link. I have used this link multiple times in an attempt to be removed from their sales list. The link does nothing and the company continues to send unsolicited emails for products that I do not want.

Desired Settlement: I want my email address removed from their sales/email listing. I want the unsolicited emails to stop.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's receipt of product emails. The complaint states that the customer believes that they have been incorrectly receiving promotional product emails. As such, the customer requests that they be removed from these email listings. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has issued a request to have the customer removed from all mailing lists. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Business Response /* (4000, 14, 2014/06/26) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's receipt of product emails. The complaint states that the customer believes that they have been not been removed from an email list sending promotional products. As such, the customer requests that they be removed from these email listings. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has verified that the customer has been removed from all mailing lists. Should the customer continue to receive these emails, DR customer service requests that the customer provide a copy of one or two of the emails so that DR customer service can troubleshoot the issue. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/26/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered the Nvidia Jetson TK1 board which came non functioning. I notified the company of broken product 2 days after receiving it. Refused refund I received the product on 5/12/2014 on 5/14/2014 I notified Nvidia product was not working and that I wanted a refund they forwarded me to different departments for weeks before getting me to someone who finally who waited to respond until after the 30 day windows. I have included the history of my request for a refund to that person showing i have been requesting it long before the 30 day windows however they don't respond they just send a formulaic message saying the 30 days is up. I notified them in 2 days and they forward me between people and then wait until after the 30 day windows to respond. They are scamming me and not honoring their guarentee.

Desired Settlement: I want a full refund for the broken product that was sent to me which is $235.97 USD

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and that the customer has not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order. DR customer service has issued a refund for the purchase price. The customer can expect to see this reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/24/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Company will not send refund for product that is out of stock and which has been already paid for. On Feb. 6th I Pre-ordered a video game and a plush doll from Square Enix online store which is run by Digital River for them. The complete total was $114.43 which was paid through Paypal. The Paypal transaction ID is 6RPXXXXXNHXXXXXXX. The money was taken immediately. The order number is XXXXXXXXXX. The doll was in stock and suppose to ship when the game came out in May. I received a package from them with the game in May, but no plush. After contacting their customer service department, they said the doll was now sold out and they didn't have an estimate to when it would be back in stock. I then requested a refund for the plush which they said would not be a problem. This was on May 26th. On June 2nd I still did not see a refund and contacted them again to see what was happening. The next day they said that they were cancelling it and that my credit card wouldn't be charged. I replied that I didn't use a credit card, it was Paypal, and that it had already been paid for. I told them that I should be receiving a refund for the plush which was $24.99 plus the tax for it. They emailed me back on June 4th saying they forwarded my case to a "Customer Care Specialist" who would review my case and get back to me in 24 to 72 hours to see how to proceed. No one contacted me at all. On June 9th I contacted them again saying no one contacted me and I hadn't received anything. On June 10th they emailed me back saying they had processed the refund on June 4th 2:47:22 PM and that I should see it in my Paypal account in 5-7 business days. On June 13th I still didn't see any refund. I contacted Paypal and they said that no payment or refund of any kind was ever sent by them. The support ticket number Digital River gave me is XXXXXX and every time I emailed them a different person has responded back. I will email them again today, June 13th telling them I still did not receive a refund and that I have reported them to the BBB.

Desired Settlement: I am looking for a complete refund of the $24.99 PLUS the tax for that $24.99, which would come out to $27.24.

Business Response: Final Consumer Response /* (3000, 6, 2014/06/17) */ I just received a full refund today, June 16th, to my Paypal account. I haven't heard anything else from them. Since I have gotten my money back, you can now close this case. Thank you for your help.

6/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We used DRI to order a Samsung TV and have it shipped and delivered to Aledo Tx. We ordered it in DEc. and it was delivered in May.Does not work We ordered from DRI a 60"Samsung TV on 11/24/2013. The order no.XXXXXXXXXX. We paid by American Express in the name of ****** ******. Payment amount was $974.24 which included shipping, delivery and set up. It was delivered on April 25th by Associated Global Delivery and set up. When the cable was hooked to it, it did not work. Samsung serviceman came and said that it looked like it was damaged in shipping however the box was not damaged nor did the TV looked damaged except when it was turned on there was a starburst look on the inside of the screen. DRI was no help and said that I would have to deal with Samsung, however, the payment was made to DRI billed to American Express on Dec. 5th,2013. DRI was advertised to be a Samsung Electronics American online store so we assumed that they had a relationship with Samsung. Since DRI got our payment then they should be the one to handle the complaint. We did not damage the TV because the shipper unpacked it himself and everything appeared normal until it was turned on. We attempted to contact Samsung but got the runaround even though they have a 1 yrs. warranty on the TV. Either DRI should have to deal with Samsung since they had it shipped or deal with the shipper since they delivered it and installed it. This should not be our problem. It should be the problem of DRI since they received the money and represented themselves as a Samsung Direct Dealer. We want a new TV shipped to Aledo Texas at the address we requested or else a refund of our money. The shipping address is **** ******* *** ***** ***** XXXXX. Please let us know something before we have to take action. My son is an attorney and we will file a lawsuit against all parties involved and will contact the Consumer Protection AGency through the La. Attorney/s General's Office. All we want is for the TV to be replaced and you can tell them they can pick up the broken one. The TV's model no. is FHXXXX XX" 1080p 240

Desired Settlement: All that we want is for DRI to ship another TV with the same specs as the one that we paid them for. If has a relationship with Samsung then they can have someone ship another TV to Aledo Texas and we will be satisfied otherwise we will take action from our attorney general's office of the office of comsumer protection agency. DRI got the money so they should settle the claim. I have read many complaints about DRI online from others and also many complaints about Samsung's service and warranty claims. If you could settle this we would greatly appreciate it. It is the fair thing for DRI to do since we trusted them to make things right.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they did not function as advertised upon delivery. As such, the customer requests a replacement product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Unfortunately, DR does not handle customer service for Samsung Electronics America. Customer Service URL: http://www.samsung.com/us/support/contact Customer Services Phone: XXX-XXX-XXXX Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) DR advertises that they are a Samsung direct dealer. We never talked to Samsung since we were misled by DR advertising that they sell Samsung direct. DR got the money that we sent therefore they should resolve any issues that the customer has. We had no direct contact with the manufacturer and were not aware that they were reselling manufacturer's products. DR got the money therefore they should resolve the problem. I assume that DR arranged for the shipping and the set up.I am not satisfied with DR's response since they were the recipient of our money via American Express.Our payment from Am. Express went to DRI not to Samsung. They advertise as an online Samsung broker. They say "Samsung Electronics America online store" This is either false advertising or a mis-statement on their part. It is very misleading to the customer. I expect the broker who gets paid to perform a service would back that service that they perform. I will report them to the consumer products safety administration and to the La. Att. General's office for false advertising. DRI has many complaints from it's customers as anyone can read online. I would like for this to be posted on your website so that no one else get beat out of $1000.00. This is not the end of this complaint.Thank you for your assistance but their response is unsatisfactory and I am not satisfied. Final Business Response /* (4000, 9, 2014/06/16) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised upon delivery. As such, the customer requests a replacement product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Although DR processes online payments for Samsung Electronics America, DR does not handle customer service or the delivery of products for Samsung Electronics America. Therefore, DR cannot provide the replacement product requested. Only Samsung Electronics America can assist with this request. Customer Service URL: http://www.samsung.com/us/support/contact Customer Services Phone: XXX-XXX-XXXX Hours: 9AM-9PM, 7 days/week DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The policy of saving a digital copy purchase fails to be noticed. I purchased a FFXI Seekers of Adoulin expansion pack on March 27 2013 and when I activated my account my expansion is not there. My characters are held hostage in an area where I cannot access and unable to enjoy the product I paid for. They cannot escalate my complain and while they are doing whatever I don't know what, my game meter is running and I am losing progress every day and hour that I cannot take back. The order number is XXXXXXXXXXX for $29.99. They are making me wait while I lose progress. This is an unfair business practice and not stated in their terms and services. I cannot download the product that I paid for. I simply wanted to get what is mine and what I paid for. Fair is fair and it is not right to put my whole account on a grinding halt, because they are not prepared for this. As I look unto BBB they have over 500 complaints against them with other concerns and fail delivery. This is their error of ways and they should have fixed it then and there. It looks like this problem has happened before and they have done nothing to improve their service and focus their attention towards this issue. How would they like it if their business is closed based on the length of the damage that I am unable to log on and access my account? Business is business and fair is fair. At least when this happened to some stores, they are able to fix the issue right then and there, because they have business integrity.

Desired Settlement: I already lost progression, because of their inability to adapt and address this issue that happened in the past. I lost interest and trust with this business and I am not going to do business with them again. It would be faster if they just send me a refund, so I could have fixed the issue right then and there.

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and has not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on March 27, 2013. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in her account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/06/02) */ I have not received the refund yet. My concern is that my debit card expired last November and I have a new one right now. Final Business Response /* (4000, 9, 2014/06/11) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product did not function as advertised and has not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on March 27, 2013. DR customer service records show that a refund was issued on May 28, 2014 for $29.99. The customer should provide this information to their bank to confirm its receipt. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On two occasions this company failed to deliver products I ordered and paid for, and then took more than a week to refund my order's cost. My order was not fulfilled as ordered. The company was slow to respond, blamed me for the non-delivery and then kept me for far too long on hold, passing me to numerous people before any resolution. On several occasions of calling, they simply hung up. Worst customer service and ordering I have experienced.

Desired Settlement: I would expect a full refund, but a more applicable response would be a free product... this is because on both occasions of ordering the same product, and paying for faster delivery, they failed on both. And they also failed to explain why, only to say that it would take a minimum of 72 hours more..

Business Response: Initial Business Response /* (1000, 5, 2014/06/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two products. The complaint states that the customer believes the products did not ship correctly, and that his refund for the first order was delayed. As such, the customer requests a full refund for his second order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the first order placed on May 19th, 2014. DR customer service records indicate that the customer received a refund for the product not received with this order. DR customer services located the second order placed on Mary 21st, 2014. DR customer service records show the customer later tried to cancel this order, but it had already been shipped by the warehouse. If the customer would like a refund for his second order, he will need to refuse its delivery, or return it if already accepted. A refund will be issued by DR customer service once the product is received by the warehouse. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Pre-order an item in February. Card was stolen and replaced, now Digital River refuses to let me change the payment method, tell me to cancel order. I pre-ordered an item on http://store.na.square-enix.com/store/sqenixus/DisplayHomePage, which is handled by Digital River, back in Feb 5, 2014. The order number is #XXXXXXXXXX. The payment amount for this order is $100.03 in total. I used my Visa Debit Card for the order, the card ended with 7283. Recently, me debit card was stolen so the bank issued me a new card, therefore the old card that I used on that order doesn't work anymore. I have been contacting Digital River since May 04, 2014. I called and emailed Digital River to assist me with changing the payment method to my new card, however the reps on both phone and email refused to do it because the system doesn't let them to. They told me to cancel the order and order it again, but the item is out of stock and is not available to pre-order anymore. I asked them what would happen if my payment doesn't process when the item comes out, one answers me that my ordered would be canceled, while the rest didn't know an answer to give me. I am not complaining about the representatives in this case, they are just doing with what the company gives them. I am complaining how poorly Digital River handles this. The company is called an online commerce system, yet they can't do a simple thing as changing a payment method for an item that hasn't even come out yet. Here is the mission statement and value of Digital River: Our mission: We drive client growth through our global commerce expertise. Our values: Respect, integrity, customer centricity, innovation, global perspective and accountability. Unless my eyes are deceiving me, some of the company's values are customer centricity and innovation. Refuse to help a customer to change his payment method on the order, and tell the customer to cancel the order is not customer centricity. A system that doesn't let their employees change the customer payment method is not innovation, it is a far step-back. Therefore, Digital River is not acting according to their own values.

Desired Settlement: I want Digital River to assist me with changing the payment method for my order. I will not accept "impossible", "no", or "cancel my order" for an answer.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's preorder of a product. The complaint states that the customer believes their billing information has since changed. The customer also believes that DR has been unable to update their billing information on their order without cancelling the order. As such, the customer requests that their billing information be updated without cancelling their order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. DR customer service is unable to change billing information once an order has been processed, as it is encrypted. However, per DR customer service records the order has already shipped. If the customer no longer wants the product they will need to refuse the package upon delivery. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Business Response /* (2000, 12, 2014/06/05) */ I am the one who filed this complaint. Sorry for the late response. I did received the order from Digital River, and thanks to my bank for letting it through. However, my point still stand, Digital River has an outdated system that is inconvenient for the customers, and did not let the customer change the payment method for an item that is not even out yet is not innovation and customer's focus.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a product which would not download so I requested assistance several times with no response. I want a refund but cannot get help. The order is #UXXXXXXXXXX. The company is sending out downloads that do not work and to make matters work they have no telephone number to get on-line assistance or anything. The company sent another download after my first request for assistance but it had the same error message attached. I paid with my credit card so the charge has been processed but I have yet to get a refund because the product never worked as promised.

Desired Settlement: I would like a refund for the download I purchased. If the company does not offer on-line or telephone assistance I am afraid they will continue to send keycodes that do not work and so on. I would rather not deal with anymore.

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and has not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order. DR customer service records indicate that a refund was processed on May 15, 2014. The customer can expect to see this reflected in their account 5-7 business days from that date. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

6/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased a domain name and hosting services from Hostzilla in May of 2012 and was double billed for the service. I requested a refund of the over payment and it was processed just fine. A year later, I decided not to renew the service and requested that the hosting be canceled, and that the domain name not be renewed. I requested a refund on 05/02/2013 and again on 05/08/2013 which was well within the time frame that they gave to request the refund. I was again billed for $214.80 even though I had requested to cancel before the day the renewal was to take place. I submitted the request through their ticket system, (which by the way, is the only way to contact them. There are no support phone numbers listed on their site, or anywhere else.) The representative responded to my ticket by telling me why it would be a good idea not to cancel. It was a long form letter that they send out to everybody who wants to cancel. They said that because I didn't respond to this letter, they assumed that I wanted to keep the domain and services and the 15 days expired where no refund was possible. I wrote back again requesting the refund and it never came. I have looked through my records on Paypal and in my bank account and do not see a refund. This year, I again was billed for $214.80 for a service that I did not have and a domain name that I did not own. This time they informed me that I needed to go to my PayPal account and cancel the auto payment to them. They never mentioned this to me last year and so, not knowing that, the money was sent to them and they gladly received it, even though I no longer was using their services. I asked them to refund the money from last year along with the money from this year, and they said it was far too late to request a refund for last year. They did process this years though. I have reminded them that I did request the refund last year within the 15 day window, and that they should have paid me back at that time. They stalled until the time had run out. Product_Or_Service: Traffic Hosting - Commission Web Hosting Order_Number: XXXXX Account_Number: marketingprogramsand

Desired Settlement: DesiredSettlementID: Refund I am requesting a refund of $214.80 for services that have not been provided.

Business Response: Initial Business Response /* (1000, 5, 2014/05/22) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's Auto-renewal of a domain name and hosting services. The customer believes that they tried to cancel the renewal several times but was unable to do so. As such, the customer requests a refund for the renewal price from the past two years in which it renewed. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has not been able to locate the order with the information provided by the customer. DR customer service requests that the customer provide the email address that was used to place the order and the exact descriptor on the customer's credit card statement for the charge, so customer service may attempt to locate the order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/27/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I preordered an item from a website that uses Digital River and even though the item has since been released. All attempts to cancel have failed. I preordered an item and even though the item has been released for over a month, I have not received the item. The item was supposed to be released on March 13, 2014. The original item was ordered on December 20, 2013 with a total of $114.43. I paid through paypal on that date. Order #XXXXXXXXXX. I have tried cancelling the item online as well as over the phone, but their customer service representatives have not been helpful. I've called on three separate occasions to cancel the item so I could receive a refund at the very least, but each time, the representative would tell me they would forward it to the right department and I would receive an E-Mail detailing the situation. Every single time I would not receive anything back from them and each representative would say that there was no ticket sent out about my problem. On the website end, I see that I have a "previous cancellation request" but nothing ever comes to fruition on the matter. I have already paid for the item through paypal when it was still a preorder, but Digital River has not processed the cancellation of the item.

Desired Settlement: I would like the $114.43 that I prepaid for the item. I have since made another order, one that contained some of the identical items, and that order has already shipped, but this order has been in limbo for over a month (since the item was released).

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that the product was backordered and because of this they believe that they did not receive the product. The complaint also states that the customer believes they attempted to cancel their order but were unable to do so. As such, the customer requests that DR cancel the order and issue a refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per DR customer service records this order is currently on backorder. As such DR customer service has cancelled this order and has issued a full refund for this product. The customer can expect to see this reflected in their account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Digital River has said they tried to refund the money, but keeps insisting that the refund fails. When calling Digital River, the Returns department keep saying that there is a dispute that is open on the order. I've contacted both Digital River as well as Paypal and Paypal has said that the dispute has already closed. I even set up a three way conference with the two companies and myself and tried to work out other ways to refund my money, but Digital River refuses to use my E-Mail to send me my refund through Paypal and says that they cannot return my money that way. Instead, Digital River keeps saying the refund fails without trying to refund me any other way. I've already tried calling them multiple times, each time saying that whatever they have tried in the past has failed and that I am just frustrated being on the phone with them for more than a few hours combined now with no solution on their end. At this point, I would even be happy for some form of store credit just to get this problem solved and over with. I am just not sure what to do at this point because Digital River is not budging on how they handle refunds, if they are trying to at all. Final Business Response /* (4000, 9, 2014/05/23) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes they tried to obtain a refund but have been unable to do so. As such, they request a refund for the product's purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the amount charged for the product is in chargeback status. DR customer service would be happy to issue a refund for this amount; however, DR is not able to do so because the funds are in chargeback status. When funds are put into chargeback status, they become frozen and DR customer service cannot do anything with those funds. Only the customer has the ability to remove these fund from chargeback status. DR customer service asks that the customer remove the chargeback status so that we are able to process a refund. If the customer believes the funds have been removed from chargeback status they will need to demonstrate this to use by providing a signed letter on company letterhead from their bank stating that all chargebacks and disputes have been reversed on this order, as DR customer service records indicate otherwise. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered from Microsoft a DVD, and was billed DRI Software for the DVD. I received an email saying it was shipped on May 9, 2014, In the email was included a USPS tracking number. The number was bogus, not even close to usual USPS numbers. I tried calling Microsoft customer service but they said they did not think it shipped. even with the email I had gotten, no one can give me a definitive answer as to why I was billed, receive a confirmation email to its being shipped, and I never received it, and cannot track the shipment.

Desired Settlement: I want the DVD, period. If it is no longer being produced, since it was for Microsoft Home office and business 2010, then I want a refund.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a product from this reseller. My money was taken but I was never able to download product and got no response from vendor. I ordered keykey monitoring software from MyCommerce, the reseller. After I paid for the software, I tried to download and couldn't. I tried numerous times, but kept getting a dialogue box stating there was no such website. I emailed Keykey Monitor at both addresses-sales and support-and got no response. For several days I emailed them. I emailed MyCommerce. They emailed the vendor, Keykey Monitor, copied me...and still I have gotten no response. They did, however, get my money. This complaint is for MyCommerce AND Keykey Monitor..though I have no physical address for Keykey Monitor. Only the website-KeykeyMonitor.com

Desired Settlement: I just want my money back

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and has not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on April 30th, 2014. DR customer service records indicate that a refund was issued for the full purchase price on May 13th, 2014. The customer can expect to see this reflected in their account 3-5 business days from that date. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Digital River does not offer a viable way to claim their money back guarantee. On May 7, I made an online purchase of Avast Grimefighter software via Digital River. Order number is XXXXXXXXXXX. Payment by Visa credit card. The software does not work. I began trying to process a refund the same day. Avast refers me to Digital River. Digital River refers me to Avast. I would like Digital River to honor their 30 day moneyback guarantee and refund thw $19.99 charge.

Desired Settlement: Refund the %19.99 charge to my Visa Credit Card. Apologize for not offering any way to claim their money back guarantee.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the software product did not function as advertised and the customer believes they have not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on May 7th, 2014. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Failed to ship product Failed to give refund I ordered a Blackberry phone through shopblackberry.com in April 12th. On the website, it was posted that the device is back-ordered, so I called in to check if I can either change color or cancel the order, because I am leaving the country soon. The person answered my call told me that the phone is not backordered, and It will be shipped in 24-48 hours. Waited 3 days and called back to check the status. The customer representative told me that processing team is having issue, so I will get contact in 24-72 hours. It's been 12days since I ordered my phone. and I am no longer staying in United States, so I wish to cancel my order. But the customer representative is keep saying that They cannot do anything and they cannot transfer me to processing team and give their number. Please cancel my order #XXXXXXXXXX I can not trust Digital River anymore.

Desired Settlement: I want my order to be cancelled and want full refund since nothing was shipped and processed.

Business Response: Initial Business Response /* (1000, 5, 2014/05/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes they experienced shipping delays and no longer wanted their product. The complaint also states that the customer believes they attempted to cancel their order but were unable to do so. As such, they request a refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per DR customer services records this order has not shipped as it is on backorder. Therefore, no charge has been issued to the customer. DR customer service has cancelled the order so the customer will neither be charged nor sent the product. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Digital River failed to process refund after over a month. The request was done minutes after the purchase. After immediately requesting a refund after noticing the download was not for our platform, I received an email indicating the refund was being processed. It also stated I need to wait 5 to 7 days, which is a policy without merits in this day and age. No refund after month. After calling they are asking me to fill out a form again. Don't they have computers? They run WEB store fronts. Great way to generate interest using other people's money. By apologizing on the phone a hundred times but declining to resolve the issue right then and there, it becomes clear that customer service does not exist at Digital River.

Desired Settlement: Immediate refund. Some kind of penalty would be nice, even if it goes to a charity. Without a penalty they will continue to act this way.

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they requested a refund shortly after the product had been purchased. However, the customer also believes that this refund has not yet been processed. As such, the customer requests a full refund for the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order. Per DR customer service records a refund is already being processed for this product. The customer can expect to see this reflected in their account in 5-7 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

5/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sold me an addon to freeantvirus $23on 4/14. Wouldn't load on mysystem. Called tech says need $119 service.Still didn't help.New tech 4/16 uninstalls. 4/14 Grime fighter addon won't load. Tech says need Service $119 and all will be okay.... Transaction #*********** Visa. Still doesn't work, now browser doesn't work..3 days on phone with different techs.NO ONE CALLS BACK. 4/16 NEW TECH says can't be done on my equipment. Uninsatlls ADD on. Digital will only credit the software $23 charge. Says Imust pay the $119 charge. THIS IS FRAUD . Told digital customer service they were responsible for misrepresntation and negligent techs. CUST serv Supervisor won't tell his name or connect me to a manager . SAY I MUST PAY THE $119 CHARGE .

Desired Settlement: Total cost of their error $23.00 plus 119.00 Sevice,which was their error not mine.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an anti-virus software product. The complaint states that the customer believes that they were not able to install the software onto their computer. Additionally, the complaint states that the customer was charged for tech support, which they believe did not help with the installation. As such, the customer requests a refund for the purchase price of the product and for the tech support service fee. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service was able to locate the order for the product and the tech support service. A refund for the tech support service has been issued and the customer can expect to see this reflected in their account within the next 3-5 business days. However, DR customer services records show that the product purchase amount is in dispute. As such, customer service is unable to issue a refund. Please lift the dispute so that DR may process the refund for the purchase price of the product. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) They know how much they charged me. $128.39 for the tech service. $21.39 for the grime fighter software Pls.Issue the 21.39 credit to paypal The $128.39 Visa has been received ... Final Business Response /* (4000, 20, 2014/05/01) */ Digital River, Inc. ("DR") is in receipt of a second counter-complaint from a customer regarding the customer's purchase of a software product and tech service. The complaint states that the customer believes they were only refunded for the tech service payment, but they believe they were not refunded for the software itself. As such, they request a refund for the product's purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the remaining payment for the software product's purchase price is in chargeback status. DR customer service would be happy to issue a refund for the remaining amount. However; DR is not able to do so because of the chargeback status. When funds are put into chargeback, they become frozen and DR customer service cannot do anything with those funds. Only the customer has the ability to remove the chargeback status. DR customer service asks that the customer remove the chargeback status so that DR is able to process a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 15, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know what the **** they are talking about. This is their mess. Chargeback or any other stupid excuse for not paying the #21.39 THEY ARE TOTALLY RESPONSIBLE AND NEED TO DO WHATEVER NECESSARY.

5/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Retyped from handwritten form: I'm sorry the sheet I'm enclosing has so many scribbles on it. I didn't realize I'd have to be sending it to you. Notice the phone #************ I spoke to 3 different men ****, ********** & ********** of course I'm not sure if they are their real names. It's a receipt for this lifetime security that I purchased. They made several phone calls to me saying they needed more money because there were hackers trying to get on my computer since they had my credit card # even after I said no they were trying to debit my credit card for $900.00. I immediately called and cancelled the card and the woman told me it was just closed in time. They still continued calling me saying they didn't try. I saw them debiting my account with my own eyes. I told them that they in face were the hackers. I told them I was going to report them and they finally stopped calling. I\\'m not sure if anything can be done but I hope you can close them down. Thank you so much *************** ************** Middletown, MY 10940

Desired Settlement: see attached file

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that the software was never installed, further it states that the customer believes the product and charges were fraudulently made. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The phone calls referenced in this complaint were not placed by DR, but by a software developer utilizing these ecommerce services. DR customer service issued a refund for the original order on April 15, 2014. The customer can expect to see this reflected in their account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Sold a product that cannot be downloaded successfully. I ordered an ebook study guide for the praxis test on April 1st, 2014. After several failed attempts to download the file, I contacted the customer service department. I ended up calling them almost everyday for 2 weeks trying to get the file to download. A couple of them even tried to email me the file but it never arrived. When the file was downloaded, it would get about 5.5 MG out of 15 MG downloaded and would quit. The error message says it it cannot be downloaded and cannot be repaired. One person I talked to said they would write up a repair ticket and I would get a refund. It never showed up. Several CSR tried to download and open the file as well, and they said they got the same error. On April 14th, I talked to a supervisor named ***, asking for my money back, and she said it was non-refundable. I said I only want the product. She also tried to email it to me as an attachment and it would not go through. I asked if there was any resolution and she said there was not.

Desired Settlement: $22.95 what I paid for the product.

Business Response: Initial Business Response /* (1000, 5, 2014/04/16) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an ebook. The complaint states that the customer believes the ebook did not function as intended. As such, the customer requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to determine which order is to be refunded with the information provided by the customer. DR asks that the customer provide further information regarding this order, including: the original order number and name of the ebook purchased. Once the order can be located, DR would be happy to refund the customer for the purchase price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Slow in processing order Complicated return procedure Slow refund process on returned product I placed an order on pogoplug.com with order number XXXXXXXXXX. The order was handled by Digital River. They didn't process the order until I called them to cancel the order 10 days later. Right after my cancellation call, they shipped my order. And then i refused the package and the package was returned to their warehouse. I called them 3 times already to get the refund and so far they are still instigating.

Desired Settlement: full refund including shipping fee.

Business Response: Initial Business Response /* (1000, 5, 2014/04/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes he requested to cancel his order because of a shipping delay. The customer believes he was informed that his order would be cancelled if the product was refused and returned to the warehouse. The customer states that they have refused the product and they believe it has been returned to the warehouse, but no refund has been issued. As such, the customer requests a refund for the full amount. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records the product has in fact returned to the warehouse. DR customer service issued a refund for the purchase price on April 10, 2014 and a refund for shipping was issued on April 14, 2014. The customer can expect to see this reflected in their account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Preordered game from them. Contacted them and was advised that preordered game was backorder and will not allow me to cancel despite not having game I preordered Final Fantasy XIV from them and one of the things you get is a code for early access. I hadn't received it yet and early access starts tomorrow so I contacted the company. They got back to me and said that the codes hadn't gone out yet and so I may not have received it. That was understandable. But later in the email they stated that the item was not available at this time. So I called in and they did verify the item is on a backorder and they have no stock. I requested a cancel. The representative stated that he would put in a cancel request after we were off the phone. I waited and called back to verify that it had been put in. I spoke with the representative '******' who said she didn't see one had been entered and she would enter a request but was unable to guarantee they could cancel the order. The item in question is on backorder and they have no stock. They have not charged my credit card and they have not shipped. It has not been prepared to be shipped because they do not have the product. I have requested for three different customer service representatives to cancel this order because I have purchased it else where at a store that did have stock of this limited edition item. None of them have put in a request to cancel. I have put in about four requests online to cancel the order and have not received a response. I don't even know if the emailed ones are being received by the company because when I click submit it takes me to a blank screen. My order number is XXXXXXXXXX. I did not get the first representatives name but the second was **** and the third was ******. The representative that contacted me through email that stated my items were on backorder was named *******

Desired Settlement: All I want is for this order, that you do not have the stock to fill any way, be cancelled and to get an email showing a cancellation confirmation.

Business Response: Initial Business Response /* (1000, 7, 2014/04/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes he requested to cancel his order, as it was on backorder. The customer believes he was informed that his order could not be cancelled. As such, the customer wishes to cancel the order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and cannot cancel it because it has already shipped and has already been fully processed. In order to obtain a refund for this order, the customer must refuse delivery of the package and product must return to the warehouse before the refund can be processed. Please allow for 1-2 business days for FedEx to update the shipping progress once the order returns to the warehouse. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Initial Consumer Rebuttal /* (3000, 11, 2014/04/15) */ I received a charge on my credit card today for $106.98. I got an email asking for my name and email address to get a return label. They have my full name and email and I had to reply with this info but still no return tag. This company has now caused me to have an over draft and I need them to take the charge off and give me a return label for this item. If no answer before tomorrow I will be dropping this off at fed ex and telling them I refuse the package. I need this company to step up and fix their error. I received this email today: Add star Square-Enix US CS <****************@digitalriver.com> Fri, Apr 11, 2014 at 7:12 AM To: **** <***********@gmail.com> Reply Reply to all Forward Print Delete Show original Dear **** *******, Thank you for contacting the Square Enix online store. We apologize for the inconvenience this issue has caused. Unfortunately, the product that you ordered is still out of stock. Although we do not have an estimated arrival date, we are working to obtain more stock as soon as possible. As soon as we receive your product, it will be promptly shipped and you will receive a notification via email. Rest assured that we will not charge your card until the product ships. Your patience is greatly appreciated. Sincerely, ********* ** Square Enix online store Customer Service ****************@digitalriver.com Email ID: XXXXXXXX I replied again for them to cancel. This rep was the first one that actually did their job and I received a cancellation request. Also note in that email it states the item is backordered. Then I get this email: Add star ****************@digitalriver.com <****************@digitalriver.com> Fri, Apr 11, 2014 at 11:51 AM To: ***********@gmail.com Reply Reply to all Forward Print Delete Show original Dear **** *******, Thank you for ordering from Square-Enix, Inc. on March 1, 2014. The following product(s) have shipped. If you paid by credit card, your credit card has now been charged. Product SKU: XXXXX Product Name: FINAL FANTASY(r) XIV: A Realm RebornTM Collector's Edition (PS4) Qty Shipped: 1 Tracking Number: XXXXXXXXXXXX Shipment and Billing Details: Order Number: XXXXXXXXXX Order Date: March 1, 2014 Tracking URL: If you have questions about your order, please visit: store.na.square-enix.com/orders Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message. Sincerely, Square-Enix, Inc. Customer Service store.na.square-enix.com/orders I removed my address but can provide the email in full if I need to. This was after 5+ reps told me over the phone and through email that this item was backordered. That's why I purchased it from another company. I got this email next: Dear **** *******, Thank you for ordering from Square-Enix, Inc. At your request, a return has been initiated. Your request to return items ordered will expire in 30 days. You must follow the instructions below before your request expires. We cannot issue a refund before these instructions are followed. Each product must be received at its correct corresponding address in order for us to process your refund. In the event that you are returning multiple products, you may be required to send items to different addresses. Products being returned to the same address may be shipped together. Please note that ONLY UNOPENED PRODUCTS are eligible for a refund. Open products will not be refunded and will not be sent back to you. Please read carefully to ensure that each product is returned to the correct location. Once the product is received, your refund should appear within 5-7 business days. Return Request Details: Order Number: XXXXXXXXXX Order Date: March 1, 2014 Reply Due By: May 11, 2014 Products to Return: Product: FINAL FANTASY(r) XIV: A Realm RebornTM Collector's Edition (PS4) Quantity: 1 DSS Returns Processing RMA # *** **** ***** **** ***** MN XXXXX US If you have questions about your order, please visit http://store.na.square-enix.com/store/sqenixus/help Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message. Sincerely, Square-Enix, Inc. Customer Service http://store.na.square-enix.com/store/sqenixus/help I will not be home to refuse this item. Because I was told it was not in stock repeatedly I did not expect a delivery on this date. I am willing to return this to them. But I want a return label because I should not have to pay because no one at that company did their job. Final Business Response /* (4000, 16, 2014/04/22) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes the product was returned to the warehouse, as instructed, but believes that they have not received a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the product in the warehouse and has issued a refund for the full amount. The customer can expect to see this reflected in their account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (4200, 14, 2014/04/21) */ I hadn't heard back from the company about getting a return label so I went ahead and sent the item back. I sent it FedEx just like it was sent to me. The tracking number was: XXXXXXXXXXXX They received it on Thursday but still have not heard anything from them about receiving it back or giving me my refund. The package was not opened and everything was sent back as I received it. It should not take this long to hear back about a refund because of their mistake. I need information on my refund ASAP.

4/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a digital PIN that doesnt work. This was over 2 weeks ago. Have asked for a refund but they dont respond to any of my requests. Billing Information: *** ****** jr ** ***** ***** ********* ** XXXXX United States XXX-XXX-XXXX ********@yahoo.com Purchased: voucher 1 @ USD 15.00 each KEYCODE(S): **************** PRODUCT SUPPORT INFORMATION - evoucherit.com Customer Service If you require support with your product, evoucherit.com can help you with your questions. Please contact evoucherit.com at support@evoucherit.com . Registration Backup Service 1 @ USD 5.95 each PRODUCT SUPPORT INFORMATION - SWREG Customer Service Tax Total: USD 1.47 Manual Processing Surcharge: USD 0.00 Total of Order: USD 22.42 Purchased March 15 2014

Desired Settlement: full refund of 22.42

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer experienced technical difficulties with the product. As such, the customer requests a full refund of the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed by the customer on March 15, 2014. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action. DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order. Please notify us via the BBB or by calling our customer service once this dispute has been dropped. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Terrible costumer service and cancel orders without permission. I order a copy of Drakengard 3 Collectors Edition from Digital River through the Square Enix store back in February of 2014. My card had yet to be charged which was fine since the product wasn't set to come out until 5/2/2014. As the months went by I got a new bank card since mine was set to expire this month (4/14) not wanting the order to be canceled because there was only 5,000 of them made I contacted the company and they kept telling me it was my banks problem. They had all the wrong information now since I had moved so the billing address was different, expiration date, and security code. My bank couldn't promise me that it was going to go through. They promised to investigate what they could do for me, but what followed was a string of the same answers. Finally having enough I explained how displeased I was and they even suggested that I cancel the order. I told them I don't want it canceled because I don't want to go somewhere else and pay 3x as much for the same product. The next morning I received not one, not two, but three emails saying my order had been canceled. I did not consent to this! I called them and they kept telling me there was nothing they could do and told me to reorder it, I explained to them I can't do that since there was only 5,000 copies made and I ordered mine early in order to secure that I would get it. I was still met with "nothing we can do" even though I HAD NOT ASKED for it to be canceled. I'm frustrated and displeased with this type of service that they would think that is okay to cancel someone's order when they didn't ask for it to be canceled.

Desired Settlement: I want my order back. It was canceled without my permission! The caused me to lose an important order. I don't want the excuse of they can't give it to me they can get it off ebay for all I care I just want the product that I ordered back.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I did not receive my shipment after over one month and after canceling the order, nothing has been refunded to me. On February 9, 2014, I purchased a product from Square Enix for preorder through DigitalRiver. Free shipping was advertised for orders over $100, so I bought a small item, taking the grand total to $112.85 with tax ($104.98 subtotal). This order was supposed to ship early so that I would receive it on release date. The very next day, I received an email stating that the second item that I ordered was on backorder and that my entire order would ship once it was available. After waiting for over one month for my shipment with no update, I returned to the DigitalRiver site on March 16, where I canceled the second item, hoping that the main item that I wanted would then ship. After one week, the cancelation had not even been acknowledged, so on March 22, I canceled the entire order. I also promptly filed a dispute on PayPal and demanded a refund. It is now March 25 and not only has the cancelation not been acknowledged, but they have no responded to my PayPal dispute. This company is sitting on over $100 of mine and I have nothing to show for it. I am still demanding that I am refunded and I will never do business through this company again. Reading other submissions on the BBB, I see others who probably ordered the same product who are in this same situation. That is not right.

Desired Settlement: I want the $112.85 credited back to my PayPal account so that I may then transfer it to my bank account. The order is pending cancelation; this is not a product that I wish to receive anymore.

Business Response: Initial Business Response /* (1000, 6, 2014/03/27) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they have not received their orders by the promised delivery date. The customer beleives that he tried to cancel one order because the product was on backorder, but has been unable to do so. As such, the customer requests a refund for both products. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed by the customer on February 9th, 2014. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action. DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Consumer Response /* (4200, 13, 2014/04/04) */ After closing the PayPal dispute one week ago, I have not received a refund nor any information as to when this will happen. I would like communication from DigitalRiver as to when I will be credited the full amount of my purchase. Business Response /* (4000, 15, 2014/04/09) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer has closed their dispute with PayPal but has not yet received a refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service was not aware that the dispute had been closed until it appeared in their system on April 8, 2014. DR customer service has now issued a refund for the full amount. The customer can expect to see this back in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/8/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Purchased product from company did not need the product or use the download and website said 30 money back guarantee and they will not refund. On 3/17/14 I made a purchase on passwordrecovery.com website for a password recovery download as I thought the password I was using on my computer was incorrect. The transaction was processed on my debit card from SWREG INC. for the amount of $24.90. I did not need the product as I found out later that day it was a harddrive issue that had a virus and I had to buy and install a new harddrive. I went online and saw on the front page of the website it said 30 day money back guarantee. I went to the contact section and was only able to contact them by email. I sent them an email requesting a refund and on 3/19/14 I got an email response from them that they are not going to refund it and sent me a copy of the return poicy and stated that I should of contacted them first for support. For one it never said or prompted at checkout to read the return policy before submitting the order and two the only way to contact them is by email and it took two days for a response which some people may not have time for. I also feel insulted as they think I have no idea what I am doing on a computer and that I need to call them for them to try and figure it out and possibly charge me more money for something I do not need. I wrote them back again requesting their official business name and address that I was wanting to file a complaint regarding false advertisement on 3/24/14 and have not yet receivied a response from this company. I have the receipt of purchase as well as the corresponding emails between me and the company as well as a saved screenshot on passwordrecoverys website showing 30 day money back guarantee. I have never felt more disrespected and insulted from an online company before and will never do business with this company again due to this as well as not refer people to use this company.

Desired Settlement: I am requesting my $24.90 that was billed from SWREG Inc. for the passwordrecovery.com website on 3/17/14,Order Number: #UXXXXXXXXXX, who they are billed from for not using and being dissasified with their product and customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer was not satisfied with this software and would like to take advantage of a 30 Day Money Back Guarantee. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service issued the customer a full refund on March 28, 2014. This credit should be reflected in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Hello, I've paid 99.90 SFR for 2 years of AVAST and have received as of yet nothing. Montant : CHF 99.90 Numéro de référence : DRXXXXXXXXXX Informations sur votre commande et la facturation : Numéro de commande : XXXXXXXXXXX Date de commande : 10. mars 2014 This is the second time that I've tried to buy the Avast software and paid with my credit card via the Avast online sales. For the past several years I've never had any problems ordering from DigitalRiver.

Desired Settlement: Wish very much to have the Avast software which has always been very satisfying.

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes that she did not receive the software product she has tried paying for numerous times. As such, the customer requests that she receive her software product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located one order placed by this customer. Per DR records, the product is waiting to be paid for by Wire Transfer. If the customer believes she has already paid for the product or that she has paid for the product twice, she may provide a copy of her bank statement demonstrating this payment. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: DR charges and ships me an order than I canceled 25 days ago! I made an online order on Feb 28. A few hours after the order I get a notification that one of the items was on back order so I canceled it the SAME day. On March 3 I get an email asking me to confirm the cancellation and I did immediately. On March 20th I get an email saying they tried to cancel the order but couldn't and the order has been shipped and I've been charged. Who can't stop a canceled order in 25 days!? It's now March 24. I called my credit card company to dispute the charges. I called DR to get my return label and a refund. I was told that I will not get a refund until they get the order back and that I may not get a return label because they only give those out when they make a mistake or the box was damaged. I will need to wait a few more days for their decision. I only have 30 days to return an order! I was also told that I should have refused the package. I told her I wasn't home. She told me I had a shipping number and I should have called the USPS to deny the delivery. I told her they shouldn't have shipped an order 25 days after it was canceled and that THEY should have called the USPS. At this point, I'm not returning this order until I get my refund either through DR or the credit card dispute. If I return first then I have zero faith that I will get my refund on time and/or in the full amount.

Desired Settlement: I want a shipping label mailed to my house. I want a full refund before I return the order. If I send the package back before then I have zero faith that DR will give me a full refund within the seven days they claim.

Business Response: Initial Business Response /* (1000, 5, 2014/03/26) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes he cancelled his order because it was on backorder. The customer believes he was informed that his order could not be cancelled. As such, the customer wishes to receive a refund for the order and a shipping label so that he may return the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order and cannot cancel the order as it has already been fully processed. An elabel was shipped to the customer on March 25, 2014 so that he may return the product. In order to obtain a refund for this order, the product must be shipped back to the warehouse before the refund can be processed. Additionally, if the customer has disputed the charge with his credit card company/paypal, the customer will need to drop that dispute in order for DR customer service to be able to process a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

4/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Incorrect product was shipped. Upon letting the company know, they promised a full refund and free shipping for the new product. They lied. I made a purchase of "Final Fantasy XIII - Lightning Returns" from the online store. Although I put the Playstation 3 version of the Collectors Edition in my cart, somehow it was processed with the Xbox 360 version. As I did not see this in time, I assumed I would just get the Xbox 360 version and that would be fine. Upon arrival in the mail, I noticed I received the Playstation 3 version of the game, but the bonus codes I received were only for the Xbox 360 version. I asked about just getting the Playstation 3 version of the online code, but was told I could not have that, and would need to return the Playstation 3 version and re-purchase an Xbox 360 version. Due to the added time, I requested 2 things a guaranteed refund of the purchase pricing plus shipping on my original order (since the wrong item was shipped), and free shipping for the new order. Both of these were promised to me by a supervisor, and she stated that it would be noted in my "account" in case there were any issues. After 3 weeks, I finally received a refund, but the shipping was not included with that refund. I proceeded to contact them again, and was told by the representative on the phone that no notes were made in the account, and since I made the purchase online, they were not responsible for the shipping charges, even though they were the ones who sent the wrong item. So, in the end, I do not have my game, cannot purchase a new one unless I'm willing to pay for shipping AGAIN, and run the chance of getting the wrong game again. $10, and about 6-7 weeks of my time wasted in dealing with this situation, and in the end, the company decides to blame me, the customer, instead of dealing with the issue they created. This makes absolutely no sense at all. The information for my order is as follows: Original Purchase Date: 2/7/2014 Order Number: XXXXXXXXXX Payment Method: PayPal Original Claim Date: 2/16/2014

Desired Settlement: Shipping charge that was not refunded: $10.38

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The customer believes that he received the incorrect product. The customer states that he tried to obtain a refund for the product and free shipping for the correct product, but has been unable to obtain free shipping for the correct product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed by the customer on February 7th, 2014 and has processed a refund for the shipping amount. The customer can expect to see this reflected in his account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Three fraudulent charges placed on my card by an address in a different country. Digital River would not cancel charges. Three charges appeared on my account on 03/08/14. They were all placed by the same person purchasing software in the amounts of: $14.13, $14.13 and $18.87. I called Digital River and found this was a call center in the Phillipines. I explained the charges were not made by me and they said they could not help me. They gave me the three order numbers and told me I would have to email the software company called Avast and provided an email address. I called back again for a supervisor and was told there was no one in that position. I sent the email and got an automatic response. On the folowwing Monday I was able to locate a phone number for Avast and was told that Digital River was actually their billing company. I called Digital River back to explain this and that I wanted my card number blocked and the funds credited immediatelt. Someone named Brian said he would do this but I have not yet seen a credit to my account. I would appreciate some assistance to collect my money. Thank you.

Desired Settlement: I want the total amount charged to my card refunded. The amount is $47.13.

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's belief that there were fraudulent charges the customer's card. The customer believes that three transactions were processed on her card to purchase a software subscription, which the customer believes she did not place. Additionally, the customer believes she has not been able to secure a refund for these funds. As such, the customer requests that the charges she believes were fraudulent be refunded to her account. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has not been provided with enough information to locate these charges, nor have they been able to get ahold of the customer via the phone number provided in customer service records. DR customer service requests that the customer provide a phone number and the best time of the day that the customer may be reached. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Pre-ordered two items on 01/21/2014, have not received either. DigitalRiver refuses to help. I pre-ordered two games on 01/21/2014, Lightning Returns: Final Fantasy XIII Collector's Edition (FF13-3) and Final Fantasy X/X-2 Collector's Edition (FFX/2). FF13-3 was released on 02/11/2014 and I did not receive my pre-order. I contacted support and was told that since both games were on the same order, they would not be shipped until the release date of FFX/2 on 03/18/2014. Today I received an email stating that my PRE-ORDERED FFX/2 was on backorder and I would receive a follow-up when it was back in stock and shipped. As a result, my order of FF13-3 is ALSO delayed until further notice. DigitalRiver refused to help me, saying I could cancel and reorder to get FF13-3, which is not acceptable since I with their reputation I fully expect that it will be out of stock if I do so. As much as I am unhappy with the fact that I could not get FF13-3 on-time, I understand the order logistics. What is NOT acceptable is to be told that I will not be getting my pre-ordered product on release day. If a business is accepting pre-orders, they ought to only accept so many as they are certain they will get stock for. Or at the very least do like Amazon and allow the pre-order with the understanding that it may not be available on time. There was NO SUCH DISCLAIMER on the order page when I ordered, and THERE IS NO SUCH DISCLAIMER on the page RIGHT NOW where DigitalRiver is STILL accepting pre-orders.

Desired Settlement: I want DigitalRiver to honor the delivery commitment they made when I pre-ordered the products. I want the products delivered, ON TIME, with no additional hassle.

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they have not received their products by the promised delivery date and that one product was on backorder. As such, the customer requests that both products be delivered immediately. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, neither of the products were placed on backorder. Customer service records show that both products were shipped out on March 12, 2014. Please allow 7-14 business days for delivery. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased online software and wouldnt download I purchased software fromt hsi compnay and it didnt download. I then realized that the adress was the same as MY COMMERCE which I purchased software from earlier in the day that also did not download. This is a real scam. I have sent so many emails and responded to their emails. They keep giving me the run around. I justw ant my monies back from both companies

Desired Settlement: I want my money back from SWREG for 70.06

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this software did not function as expected. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the customer has since disputed this charge, which has removed the funds from DR's control. Unfortunately, DR is not able to issue a refund while an order is in dispute status. As such, the customer should clear the dispute status so DR can process the refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 7, 2014/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) yes, I have opended a dispute and now a claim withe Paypal. I just want my money refunded as this link and all the others they keep sending me do not work. Thank you

3/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company did not deliver the product I ordered on the date specified, then cancelled my order without consent. The order number is Order ********** In December I pre-ordered a collectors edition of Final Fantasy XIII Lighting Returns from Square-Enix online store that is maintained by digital river. I was told that it would ship early for release date delivery of February 11. Upon checking out there was a notice to add $20.00 more to cart to receive free shipping so I added Final Fantasy X and X2 HD. The release date for Final Fantasy XIII: lightning returns came and I did not receive the game. I emailed to ask what happened and was told that the game would ship in March when the other game I had purchased to fulfill the shipping requirements was released. I said that was not what was advertised, and asked how I could go about cancel my order. ***** with digital River customer service cancelled my order without confirmation. Since this time there has been emailing back and forth where I explain the process over and over to new people who seem confused. The most associate from digital River, *****, recently explained how I could cancel the order that ***** already cancelled.

Desired Settlement: I want the game that I had preordered which they cancelled without my consent. I also want the offer they extending to the people who did not receive their pre-order shipments on time. Here is a link to the offer. http://na.square-enix.com/us/blog/square-enix-online-store-notice

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two products. The customer believes the second product on his order was cancelled without his consent. As such, the customer requests that the cancelled order be fulfilled. The customer also requests that a promotion be applied to his order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on January 7, 2014. Per DR customer service records, this promotion cannot be applied to the customer's order. The promotion is available to customers who purchased the products on February 7th or 8th because of an error caused by the seller. DR customer service is verifying if there are available copies of the customer's cancelled product left for purchase. If so, DR customer service will reach out to the customer and offer him the ability to purchase the product with free shipping. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cancelled services on 02/15/2014 and was told would be refunded within 1 wk, called said unable to refund the cc on file no refund as of 03/07/2014 Agreed to services on 01/23/2014 and received virus on computer, called ********** on 02/15/2014 inregards to issue and was unable to help with virus. I told him at that time I wanted to speak to manager and request refund which at that point talked to a manager said the credit card I used at time of purchase would be refunded within 1 week. Being patience I called again on 03/04/2014 requesting to speak to manager and at that time they told me they were unable to refund the credit card that I orginally gave them and did I have another of course refusing to give them another credit card number they asked me to get onto my computer and they would walk me through the process of getting a refund through Western Union. Unfortunately I did and then they proceeded to tell me I needed to get a conformatin number from they then go to Western Union, deposit $162.00 and then I would receive another number and then I would be refunded, refused to agree to that then they basically told me I was out of luck. I also failed to mention not only did I have to take my computed to have virus's removed after the call on 02/15/2014 I also had to take it in on 03/05/2014 for virus to be removed. I explained to the ********** on the call on 03/04/2014 just send me a check and I that would be fine and was told the only way to receive the refund is through Western Union and you are not agreeing to depositing the 162.00 and then refund. Common knowlegde I told him that if I did that not only would I be out the orginial cost of services but another $162.00. The only thing I'm requesting is a refund.

Desired Settlement: I'm only requesting the refund due to me in the amount of $162.00. I have the receipt number made on 01/23/2014 **************.

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's cancelled subscription. The customer believes that she cancelled her subscription and was told that she would be refunded for the subscription amount. The customer states that she has had trouble securing this refund and has been unable to do so. As such, the customer requests receipt of the refund that was promised to her. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on January 23, 2014. DR customer service has issued a refund and the customer can expect to see this reflected in her account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Have not received a product that was guaranteed to arrive Feb 11, 2014. On January 24, 2014 I placed an order through Square-Enix store for Lightning Returns Collectors Edition and Final Fantasy X/X-2 Collectors Edition order # . When I placed my order the website stated that Lightning Returns had a guaranteed delivery date of Feb 11th and Final Fantasy X/X-2 had a guaranteed delivery date of March 18th. I had no notification or warning that if I placed the order together that I would have to wait until March 18th to receive both. On Feb 14th I went online to find out where my order was since I never received a confirmation email saying it was shipped. I found out that other people received an email prior to Feb 11th release date telling them that they had to cancel the Final Fantasy X/X-2 order before their other game would ship. I never received an email stating that. I then went into my account and cancelled the Final Fantasy X/X-2 order and called DRI to make sure I would still receive my Lightning Returns CE since it was now marked as sold out and they told me to contact Square-Enix support (When I contacted Square-Enix Support they sent this email: Thank you for contacting SQUARE ENIX support, Thank you for your contact today. We apologize, while the product you are referring to is indeed a SQUARE ENIX product, the store that handles those issues has their own support system in place to assist with these types of problems. To reach the support site for the SQUARE ENIX GAME STORE/E-STORE, please visit http://www.findmyorder.com and log in. If you require additional assistance with your order please contact Digital River directly via phone at **************. Thank you for contacting the SQUARE ENIX Support Center. ___________ For additional assistance with this issue, you can reply to this email directly. For assistance with a new issue, please visit the SQUARE ENIX Support Center at http://support.na.square-enix.com.) They also ensured me that it would ship and I would receive it and said they put in a complaint for me since I never received an email stating that I would have to wait until March 18th. On Feb 28th I called DRI to find out why it states that my package was enroute to SAN FRANCISCO,CA as the last description with a date of Feb 22. They told me I have to wait 1-2 weeks. When I told them that I was not satisfied with this response and want more detailed information since it had an original delivery guaranteed by Feb 11, the customer rep put me on hold. He came back 2 minutes later and told me I now have to wait 7 to 14 business days to contact DRI again. I am upset because I am charged full price for my order that was originally supposed to be delivered by Feb 11th and have now paid for a game that I do not have and no one can tell me why it has been enroute to SAN FRANCISCO,CA for 6 days from Richmond, CA. I do not believe that I should have to pay full price and keep getting told to contact other businesses that tell me to contact DRI or to continue to wait to see if my game comes in.

Desired Settlement: I am requesting at least a partial refund since I was never notified that I would have to cancel a part of my order to get my game shipped. I also am requesting a partial refund on the basis that I have not received it yet and keep getting run around in circles when contacting customer service.

Business Response: Initial Business Response /* (1000, 6, 2014/03/07) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a two products. The customer believes he experienced shipping delays because one of the products had a later release date, which did not allow either of the products to ship before that date. The customer believes he has since cancelled the second product and believes he has not received the first product. As such, the customer is requesting a partial refund because he was not notified of the delayed shipping caused by the release date. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the customer's order placed on January 24, 2014. Per DR customer service records, the product first is in the delivery process while the second was sucessfully cancelled by the customer. DR customer service has issued a onetime satisfaction refund of $10 on the order. This credit should appear in the customer's account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/17/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I purchased Personal Architect software online at www.personalarchitect.com. Downloaded it with no problem. But, the software is incompatible with Windows 7. The other suspicious problem is that, Personal Architect software has a lock on it, so that it cannot be uninstalled. That makes me very suspicious. Maybe the reason it cannot be uninstalled (with a lock) is that it probably has a virus that starts to work, and the virus prevents deletion (continuing) the attack on the System. Product_Or_Service: Personal Architect Software Order_Number: ***********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Revoke the license of the Personal Architect software developers and the website from selling any more of this vicious software !!!!! Plus, having Digital River, Inc. refund my payment.

Business Response: Initial Business Response /* (1000, 5, 2014/03/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this software is incompatible with his computer system. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service issued the customer a full refund on March 3, 2014. This credit should appear in the customer's account within 3 - 5 business days. DR can confirm that there are no viruses contained in the software. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Contracted with -syscare247.com- for computer maintenance and upkeep on 10/24/2013. Never registered on my control panel for use. $374.49 refund??? Billing was paid to My Commerce in the amount of $374.49 Please refund. I had to have another care system take over and do the service ignored by systemcare247.com

Desired Settlement: Refund of the original payment for the neglect on the part of syscare247.com. trying to reach them through your company netted no help. Please give this immediate attention since once again this is costing me, at age 82, a like amount and that dosen't come easy. Thank you in advance for any consideration you give to my request. ***************

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product for computer maintenance and upkeep. The complaint states that the customer believes the software product did not function as advertised and has not been able to use the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on October 24, 2013. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in her account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for 5-7 shipping via USPS, actually got 7-14 days shipping from obsure company. I ordered a product via the Square-Enix online store, they use Digital River to process orders and ship the product, I specifically picked standard 5-7 day shipping via USPS, It has now been 8 days and I am unable to ship the package via their site or via the USPS site so I contacted their customer support, I talked to a customer service rep who refused to let me talk and when I asked about why I couldn't track the package she told me that they didn't ship it via USPS with 5-7 day shipping but through an obscure shipping company that I've never even heard of and that the shipping would be 7-14 days. This is false advertising and I'm not going to pay for an item and shipping for it that they won't even honor nor ship through. I want my cost refunded and have this company fined.

Desired Settlement: I want my money back for this complete order and to keep the product due to the fact that I paid for shipping through one company with one time frame and it was shipped through another company with a time frame that was literally over double the original shipping time that I paid for which is false advertising.

Business Response: Initial Business Response /* (1000, 5, 2014/02/26) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that they did not receive their product in the timeframe nor shipping company that they had selected and paid for. As such, the customer requests a full refund for the product and shipping costs. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the customer's order had been assigned to the incorrect tracking number and was consequently delayed. DR customer service has issued a refund for the full amount. The customer can expect to see this reflected in his account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

3/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: False delivery advertising Digital River runs the shipping for Square Enix in the United States. I have filed and closed a separate complaint about Square Enix regarding this matter. This company claimed, through Square Enix's online store, that International Shipping is 5-10 business days when you select Canada. At the time of this complaint they still claim that delivery time. If you select any other country, they claim that delivery time. My item was released for delivery on Feb 4th, 2014. It is now Feb 26th and I have not received my product. I contacted this company twice via phone. On the first call I was told 5-10 business days, that was on the 14th and I didn't receive the product. The next call I was told that it would be 4-6 weeks. Not what was offered on the webpage. I also received 3 emails from this company when I reached out to their email support. To clarify I received 3 different emails when I had only sent 1 initially. Meaning 3 different people contacted me about a single email and I got different answers from them. The first email was from support member ********* with the email ID of ********. He stated 4 weeks. I assume the ticket reference number was in the subject line of the email, that reference number for this email was *********************. The second email was from ******* with the email ID of ********. He stated that Delivery time varies depending on the local courier. USPS ships to the country and then the package is delivered per local delivery standards. The shipment does not have a tracking number associated with it. Please keep checking your mailboxes and filters for any updates or notifications. This emails reference number was *********************. The third and final email was from ******** with an email ID of ********. This person claimed that I would only have to wait 2-3 weeks. The reference for this email was *********************. This is where I give up. I get 3 different answers from 3 different people about one single email. This doesn't make any practical sense.

Desired Settlement: Fix your mistakes and change your business practices. I shouldn't get several emails from different support reps regarding a single email. Fix the online store, you manage it and those dates are all wrong and you admit it yet you falsely advertise shipping dates.

Business Response: Initial Business Response /* (1000, 5, 2014/03/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a product. The complaint states that the customer believes that their product was not delivered in the timeframe that was promised. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's admission in the complaint, their order issues have been addressed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 7, 2014/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Getting 3 different answers isn't it being addressed. Your company CHARGES customers for 1-3 day delivery knowing FULL WELL that it will never reach the customer in the intended time. This is blatant false advertising. The online store literally says that you deliver an additional $30.99 for INTERNATIONAL express which is 1-3 business days, $31.99 for INTERNATIONAL economy which is 3-5 business days and no extra charge for INTERNATIONAL post which is 5-10 business days. Those rates don't even make sense, but that's what you advertise. The key here is that you state INTERNATIONAL. You can't advertise 1-3 day INTERNATIONAL shipping and then tell everyone that it takes 4-6 weeks, that's false advertising and fraudulent business practices. I don't believe my product was not delivered in the time frame that was promised. It wasn't delivered in the time frame it was promised. I was promised 5-10 business days. I got it over 3 weeks after the fact.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Pre-ordered merchandise two months in advance that still hasn't been shipped out. I pre-ordered a product through an online shop that Digital River is responsible for. I made this order, order number ***********, on December 15,2013 with a release date of February 11,2014. In this order I had two items in the order one which would be released almost 2 weeks prior to the other item, product sku 91418 and *************. The total purchase price was $114.43 I understood that my shipment would not be shipped until both items were released and available. The problem that I have is one of the items suddenly became out of stock but I was never informed of this and when you look up the product on that website it shows no information about it being on back order or out of stock like other merchandise does. They have a very difficult site to navigate just to find how to contact them for customer support and they don't give you any useful information when they contact you back. I sent in 4 total customer service requests asking for more information about my order and I finally got one response that finally told me that one of my items was on back order. I was told that I could cancel the back ordered item and the rest of my order would go through. I cancelled that back ordered item on February 13, 2014 and 1 week later my order status hasn't changed. In fact my cancel process hasn't even gone through yet. It was only on my last customer e-mail support that I was finally given a number to call someone directly and when I finally talked to someone, I gained no new information other than please wait for the cancel process to go through within this week and that I would receive two e-mails, one for the cancel confirmation and the other for the shipment confirmation. I do not know what the current purchase total is now that I have cancelled one of the items because the order has not been updated. I only know that now I do not qualify for their free shipping so my order will be $89.99 plus tax and shipping. It has been 9 days since I was supposed to originally receive this order and 7 days since I cancelled one of the items in the order and I have yet to receive any kind of confirmation from Digital River.

Desired Settlement: Shipping fee waived and overnight delivery of said product immediately.

Business Response: Initial Business Response /* (1000, 8, 2014/03/03) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a two products. The customer believes he experienced shipping delays because one of the products was on backorder, which did not allow either of the products to ship. The customer also believes he has not been able to cancel the backordered product to allow the other product to ship and that he has incurred additional charges for shipping because of this. As such, the customer wishes to cancel the backordered item and requests a refund for any additional shipping charges. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has cancelled the backordered product and is shipping the other product as soon as possible. Per DR customer service records, there are no shipping charges on this order to refund. DR apologizes for any inconvenience experienced by the customer.

3/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Digital River did not mention that before I pre-ordered two items that the ship date would be for the item that comes out later. I ordered two products from the Square-Enix online store which is handled by Digital River. The order number is ********** I placed a pre-order for two products one (Final Fantasy XIII Lightning Returns CE PS3) which had a release date of Feb. 11th 2014 and the other (Final Fantasy X-X2 Remix CE PS3) with a release date of March 18th 2014. Digital River failed to tell me that the items would all ship on the release date of 3/18/2014. This item was supposed to be a birthday gift and now it will not come in time. If I knew that Digital River would ship them in March I would have made two separate orders.

Desired Settlement: I would like to still receive the items because they are limited solely to the Square-Enix online store but I will not pay separate shipping for both orders and I want Final Fantasy XIII Lightning Returns expedited to me free of shipping charges.

Business Response: Initial Business Response /* (1000, 7, 2014/02/24) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that they were not informed that the items would ship on the last product's release date. As such, the customer requests that the orders receive expedited shipping free of additional charges. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the order for the two products was never completed. Please provide an order number from a completed order, or place and complete an order through the online store. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 9, 2014/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The products were ordered and I received the order number and submitted payment and billing information. What I do not understand is why DR did not process the order. Final Business Response /* (4000, 11, 2014/03/03) */ Digital River, Inc. ("DR") is receipt of a counter-complaint from a customer regarding the customer's pre-order of two products. The complaint states that the customer believes that their orders have not been processed. As such, the customer requests that the orders be processed. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the order for the two products was not completed and payment has not been submitted. If the customer believes they have been charged for the products, they must provide a copy of their bank account statement showing that they have been charged so that DR customer service may locate the payment and further assist with this order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/26/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Bought BitDefender Antivirus online. After downloading it, the key code given was invalid. Bought BitDefender Antivirus online from Digital River and paid with PayPal. After downloading the product, the key code given was invalid. I then tried to look up the order number through BitDefender and was again told that the order number did not exist. Attempts to contact Digital River were not successful. Requested full refund through PayPal.

Desired Settlement: Refund of $19.99

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes the key code he received to activate this software was invalid. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed on February 20, 2014. DR customer service has issued a full refund for the purchase price. The customer can expect to see this reflected in his account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Digital River's general business practices should not be allowed. The company's customer service is rude and not knowledgeable. I pre-ordered a product that the website advertises will ship early for release date delivery. The website also advertises free shipping for orders over $100 dollars, so I added another product to the order. The original order was placed on December 11, 2013 (Order # **********). It was not until February 3, 2014 that I was informed that the second product on my order was on back order. The notification did not state when it would be off back order nor did they make any mention that my other product would not ship until the back-ordered product was in stock. That is misleading your consumer and is generally a horrible business practice, especially if you're an Internet retailer. So a product that I had pre-ordered for early shipping for release date delivery was now going to be held for months until another product was back in stock. I went into their online system, which is confusing at best, to cancel the back-ordered product so that the pre-ordered item would ship. I put in a cancellation request, and contacted customer service via email several times, none of which were ever responded to. I contacted Digital River through their customer service phone # and the first representative I spoke to told me that she saw the cancellation request for my back-ordered item but could not promise that it would be cancelled because my order was being fulfilled. But then she told me that my order would not be shipped because there is an item on back order. How does that make any sense? So I called back a day later to see if they had an update on whether or not the back-ordered item was cancelled so that the item that I pre-ordered for release date delivery will ship and they still cannot confirm it. So I requested that the entire order be cancelled so I can place a new order with just the in-stock item so that I can receive it on release date. This is where Digital River is a fraudulent company: they would NOT let me cancel the order. The representative was rude, telling me that the order was being fulfilled, yet she could not tell me when it was shipping, or if it will ship at all because there is another product on the order that is currently on back-order. So you're telling me that I can't cancel an order because one of the items on it isn't in stock, but nor will my order ship until that item gets back in stock. How is that even legal? I have never dealt with any online Internet retailer that could not cancel an order that hasn't been shipped. If I don't have a tracking #, then I should be able to cancel the order. Even worse, the company itself can't even verify when something is being shipped or whether or not something is being cancelled. How is this even acceptable? If you do a quick search on the Internet, there are thousands of complaints on Digital River and their policies and customer service. Digital River should NOT be in business, nor should they be allowed to conduct business.

Desired Settlement: I just simply want the product that I pre-ordered for delivery. I can't get a shipping notification, even though other customers that have pre-ordered the title have received shipping notifications. I can't get a customer representative to tell me whether or not the order will be shipped, nor can they cancel it. I don't want the order cancelled, I just want the one product on it to ship and the back-ordered item taken off the order. I don't want to have to wait for months for the back-ordered item to get back in stock just to receive my other item. The fact that I can't even cancel the entire order to place a new one with just the in-stock item is unbelievable. How is it possible that Digital River can conduct business like this?

2/7/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Hello, I purchase the PHR/SPHR Audio CDs that is advertised on www.phrsphrtraining.com. On their webpage it specially explained the content of the CDs and how their service can assist my preparation to take the PHR Exam. I purchased the CDs on January 1, 2014 and received them on January 4th. However, when I listened to the content of the material, it does not support what they advertised on their website. In addition, the material that is on the CDs does not prepare me for the PHR/SPHR exam. I have taken the exam before and the content is not what I expected it to be and therefore feel that it is false advertisement. I contact the customer service a number of times, they advertise their number on the webpage,*************; however the phone just rings and eventually hangs up on you. Ive contacted the customer service email address several times, that is on the website but has not received a response. All I needed is instructions on what I need to do and where to return the CDs. I feel that Ive been robbed. It is very poor customer service and does not live up to their advertisement. Product_Or_Service: PHR/SPHR Training Audio CD

Desired Settlement: DesiredSettlementID: Refund I just want to return the CD's and receive my money. Although, their customer service is very poor and I hope this doesn't happen to anyone else.

Business Response: Initial Business Response /* (1000, 5, 2014/01/26) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an audio CD. The complaint states that the customer believes that the audio CD did not function as advertised. As such, the customer requests a full refund for the purchase price of the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the publisher has not been contacted by the customer requesting a refund. DR customer service has requested the publisher to issue a full refund for the purchase price. DR requests that the customer allow the publisher two days to issue the refund. If a second request for a refund is not fulfilled, DR customer service is happy to issue the customer a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

2/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Canceled a subscrpition with SpyHunter back in Oct 2013. They refunded my fees back on 11/1/2013. Problem is they went into my account 12/17/2013 and deducted for the fees again (45 days later)12/17/2013 Debit Card Transaction DRI*SPYHUNTER ************ MN 12/16$43.29 Have been talking and emailing Customer service rep (Ma. ***********. and *******.). have sent them copies of bank statement. They claim they have no sign of a deduction or that they paid me back on Oct 30, 2013 for the deduction they took on Dec 17,2013. How can you pay something back, forty five days before you took it? I have had to close out my checking account because of the fraud this company is pulling. target and this company both have taken unauthorized charges against the account.

Desired Settlement: DesiredSettlementID: Refund Pay back of $43.29Guarantee they will not hack into my checking account again and stop all future deductionSettlement for the harresment they have caused because of me having to close out my account

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer believes he cancelled his subscription to the software product after being charged for the auto-renewal in October of 2013. He was refunded for these October charges but believes he was then charged in December of 2013 again for the renewal of the product and has not been able to attain a refund for this renewal. As such, the customer requests a refund for the renewal price and confirmation that these future renewals have been cancelled. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the December 2013 charge with the information provided by the customer. DR customer service has issued a refund on this order and has turned off the auto-renewal function for this service. The customer can expect to see this reflected in their account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 7, 2014/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Want to be assured that they will not hack back into my account and keep withdrawing funds. They said they did it, back in October and as the above request states, they failed to follow through and took funds from my account without my approval Business Response /* (4000, 17, 2014/01/29) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer does not want to publisher to be able to access his account and impose additional charges. As such, the customer requests confirmation that any future charges will not be taken from his account again. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has turned off the auto-renewal function for this service. Because the auto-renewal function has been turned off and the subscription has been cancelled, the customer will no longer be charged for this service. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Consumer Response /* (3000, 19, 2014/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still have not refunded the $43.29 that they removed from mu account. Want a check sent to me. Was promised that back in the earlier message and was told it would take 3-4 days. It has now been 10 days and the refund has not been made. Why? Thank you for all that you have done Business Response /* (4000, 21, 2014/02/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product and the automatic renewals of this product. The complaint states that the customer believes the software product and renewals were not refunded, as stated in DR's previous response. As such, the customer requests that a full refund for the purchase price be fulfilled. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the first April order was refunded on January 31, 2014; the second April order was refunded on January 31, 2014; and the December order was refunded on January 17, 2014. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Business Response /* (2000, 23, 2014/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Maybe the "check is in the mail". I have never received any of the refunds that the company has claimed that they have sent as of today, Febuary 4th. Everyone at the BBB have been wonderful and should not be wasting their time on this any more. I greatly appreciate the time that you have spent on helping me attempt to resolve the issue. Maybe in time I will receive the checks. Thank You

1/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Requesting refund for online software that fails to work properly Jan 14, 2014 - purchased "Roxio Easy Video & Convert 5" online (downloaded software) from DigitalRiver US Inc using my PayPal account for $31.86. Customer Number: ************, Order Number:**********. The software produces an error when attempting to use and does not function. I requested technical support and was given a set of steps, which did not resolve the problem. I requested a refund and was sent to a website that also failed to work.

Desired Settlement: I want the company to credit my PayPal account for the full amount ($31.86)

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this software did not function as expected. The customer requested a refund from the publisher but has yet to receive the refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the customer has requested a refund through the publisher. This refund qas issued on January 23, 2014 by the publisher and is currently processing. Please allow 6-9 business days for this to be reflected in the customer's account. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Using the MattyCollector site run by Digital River, promised delivery of my products by 12/25, they never came and now they have cancelled entirely. In good faith I ordered a multiple quantity of a product, adhering to the posted limits, from Digital River's MattyCollector site. The site promises that once you have gotten your confirmation the items are reserved for you. It also promised holiday delivery for orders placed by the 15th of December - mine was ordered on 12/2, which should have allowed plenty of time. When the order did not ship, I contacted them multiple times by phone and was told my order was in process. Finally it became clear it would not make it for holiday delivery, which I could live with - I just wanted the product that my card had been authorized for and that I held the confirmation for. Finally after getting no help by phone I sent an email on 12/30. On 12/31 I received an email erroneously stating that I requested the order be cancelled. I did no such thing. I replied and got a second email saying that my order was cancelled because the product was no longer available. This is completely unacceptable as other people who ordered the same product received it - they should not be taking greater quantity of orders than they have to send. Their computers have a knowledge of how many of a product they have, and should not allow additional to be sold if that is the case. They also made absolutely no effort to communicate with me any issue even though they had weeks to do so, my order sat in "processing status" for nearly a month and it was not until my email that they even seemed to know it existed even though it was confirmed and guaranteed for shipment by 12/25. If I had not emailed them and gone by what I was told on the phone, I am sure the order would still be sitting there "processing".

Desired Settlement: I would like the product I ordered to be shipped to me in accordance with my original order confirmation.

Business Response: Initial Business Response /* (1000, 6, 2014/01/15) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's purchase of a cellular phone. The complaint states that the customer believes he was promised items and delivery by 12/25/2013 but that his order was wrongfully cancelled because the items were out of stock. As such the customer requests that their order be re-processed. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the warehouse managing the products cancelled the customer's order due to a lack of inventory and the customer was never charged for the products. Unfortunately, DR customer service is not able to re-process the order as the customer was never charged for the items and the warehouse no longer has this item in their inventory. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: After having sent an order via Shopblackberry, Digit River refuses to refund my order. I ordered a Blackberry Z10 as part of a after-Thanksgiving promotion via Shopblackberry, which is run by Digital River. I requested a refund during the return period, sent the phone back but Digital River refuses to refund me because they can't get confirmation from BrightStar that the phone has been received even though BrightStar has had the phone for weeks. Digital River would rather punish customers instead of making their processes better. Other companies make it easy to do returns and get your money back but since Digital River doesn't stock the products they make you wait several business days to get notification from BrightStar but if BrightStar doesn't get back to them, there is nothing they are willing to do in order to assist you. They file a "ticket" and tell you that it will take 3 business days and offer no support or assistance after that. No one I've spoken to was willing to do anything except repeat over and over again about how they are following the process even though I've done what I needed to do as a customer to get my money back. A customer should be held hostage because the company taking the order and the company fulfilling them don't have adequate communication.

Desired Settlement: I only want two things; a refund and to never deal with Digital River again. This process has made sure that if something says that it will be fulfilled by Digital River that I avoid it at all costs.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's purchase of a mobile device. The complaint states that the customer has returned the item but has not been able to attain a refund. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, a refund was issued on January 13, 2014. The customer can expect to see this reflected in their account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Blackberry will not honor a promotion they were running even though I am eligible for the promotion. Blackberry was running a special for any people who purchaced a z10 or q10 smartphone. I purchasd a z10 so I quallified for their promotion. The promo was good for a $120 coupon to use on their site. I ordered and used the promo code on their site during the time it was valid. I promptly got an email confirming my order. Later that night I got another email stating that my products were on back order and would be shipped as they became availiable. After three days of not hearing anything I emailed them and got a reply back that they had canceled my order due to lack of stock, even though their website showed the items in stock, and in spite of the email saying my procucts would be shipped when availiable. I emailed them again several times and only got a run around until they refered me to another support email. I have emailed them three times and given them a week to respond, but have heard nothing back except the canned responces saying that they will get back to me within 24 hours, which they have not. The last email I sent was over a day ago, so that window has passed again. The order number for their records is **********

Desired Settlement: I want them to honor my order and ship me what their site and email promised me.

Business Response: Initial Business Response /* (1000, 7, 2014/01/02) */ This complaint is not related to BlackBerry. BlackBerry does not sell devices directly to end users. The customers complaint is with the online website called ShopBlackBerry which is owned and operated by Digital River. I have forwarded Mr. ******'s complaint to Digital River and they will work with the customer to resolve the issue. Final Business Response /* (1000, 17, 2014/01/13) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of an item through a promotional code. The complaint states that the item was out of stock, as such Blackberry cancelled the customer's order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service found that the promotional code used to purchase this order was distributed by accident. Consequently, the order was cancelled, as the code was not supposed to be released by Blackberry. Since the cancellation of the customer's order, Blackberry has decided to fulfill the orders through another distributor. This distributor is not associated with DR. For further assistance with receiving the products from this order, the customer can contact the following email address: ******************@maritz.com DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I bought and paid for DVD cloner Gold on 1/9/2014. They have not issued a refund as of yet. They keep trying to make me jump through hoops to get it I bought and paid for DVD cloner Gold on 1/9/2014. Their website did not state that this program was a windows only program. I found out when they sent me the download link. They keep trying to make me jump through hoops to get it. IE: Email correspondence; ticket support correspondence. Below is a sample from one of their last Email they sent me. We will honor the 30 days money back guarantee. To arrange a refund, please complete the following steps. Please don't get us wrong. We need to issue refund in Ticket system. 1 I have submitted your order to our refund system, which will take 3 days to confirm the refund. 2 Then we will send your a Refund Form within 3 days by the Ticket. 3 Please complete the Refund Form and fax back or email to us within 10 days. A credit will be processed to you within 5-15 business days after we receive your Refund Form. I tried to call their support numbers and I get some foreigner who said all refunds have to be done via their website or by email. I was provided with both and have been getting the run around since.

Desired Settlement: I am just looking for a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a DVD cloner product. The complaint states that the customer believes the DVD product did not function as advertised. As such, the customer requests a full refund for the purchase price of the product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order and has issued the customer a full refund on January 17th, 2014. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased the Winzip software from the winzip website the beginning of 2013, and on the beginning of 2014 I got charged a second time with out my authority a sum of $59.90. I kindly asked for my money back and haven't got a reply. I just want my money back, I did not authorize the payment for 2014 I talked to my bank and all they could do was cancel my card but the money still went to winzip. It's unprofessional to charge someone card with out their authority, and I'm a little upset that they did this and are getting away with it. Also I am currently unemployed with no benefits about to be homeless, I really need every bit of money I have to survive or I'm on the streets. Product_Or_Service: winzip registry and driver updater Order_Number: unknown Account_Number: unknown

Desired Settlement: DesiredSettlementID: Refund I would just like my money refunded and the company penalized or scolded for doing this to people.

Business Response: Initial Business Response /* (1000, 5, 2014/01/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer believes he did not approve the automatic renewal for this product. As such, the customer requests a refund for the renewal price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has been unable to locate any orders with the information provided by the customer. DR asks that the customer provide further information regarding this order, including: the original order number and email address under which the order was placed. Once the order can be located, DR would be happy to refund the customer for the renewal price. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted the company several times to get a refund on software that was purchased. I returned the software with tracking sent through USPS. I have contacted the company several times to get a full refund and I was given an RMA# and sent the item back to the address that was provided. They have received the item just after Christmas 2013. I was told once received it would take 7-10 business day to get my full refund and it has been more than 10 days and no refund.

Desired Settlement: I expect a full refund of the purchase price plus the cost to ship the item to me and back to them.

Business Response: Initial Business Response /* (1000, 6, 2014/01/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer returned the product to obtain a refund. The customer believes that she has not received the refund. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service records show that the order was refunded for the purchase price on January 9th, 2014. DR is happy to refund the original shipping cost; however, the shipping cost for sending the product back cannot be refunded because the charge did not go through DR. The customer can expect to see the original shipping cost reflected in their account in the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: After downloading/installing product it popped a window that stated it was not compatible with my laptop when its advertised it is. Requested refund. Customer order ID: ************** *********************) Purchase Price Paid: $43.19 (Paid by PayPal acct) License code: ****************************** Product called RegNow advertised by DR MyCommerce supported by Digital River Company did not work. The Product on the website (www.registry-scan.org) states it would correct registry issues/drivers and speed up my Acer Laptop series. After purchasing the product and installing it - it not allow popped a window stating it is NOT compatible with my laptop but referred me to a website where I could find supported drivers that I could not access. The software did NOTHING to correct my laptop as it advertises and when I sent two emails to the support technical team - no one responded. I requested a refund but have yet to hear back from them. In addition, this software caused such havoc on my laptop that it froze up and I had to take it into the local Geek shop to correct my operating system as this software caused it to crash. The website advertises it will 1) speed up my system (which it froze it), 2) it would correct and update all drivers (which it did not correct even one driver or registry) 3) Took me to another website where prior to linking to that website I was advised I could locate the drivers I needed (but that screen came up blank and no drivers to be found) 4) States technical support is provided (but have yet to hear back via email or phone from anyone representing this company support team). Not only did the website say for my Acer series it would correct it but it was NOT even compatible which on the website states entirely the opposite and there is now Myware affiliated with it. Have sent two emails requesting refund as my purchase was made through PayPal. I also filed a transaction dispute with them as well in an effort to collect my refund. I have emails to this company to support my statements if that will help you.

Desired Settlement: I am seeking a full refund since the product created havoc on my system. And, I had to take it into the professionals to have it corrected, I no longer need the technical assistance (not that anyone from the company responded). In addition, the product was sold to me under false pretense and false advertisement as it did not do what the website states. Requesting full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this software did not function as expected. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR customer service records, the customer placed the order into chargeback status on January 7th, 2014. Unfortunately, DR is not able to issue a refund while it is in chargeback status because this status removes the funds from DR's control. As such, if the customer would like DR to issue a refund, the customer must drop the chargebacks status so that it may be processed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/7/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I had Digital River which went by the name Avast when I purchased it. I haven'r had it for a year and they got a company names atlanticpaypal to go into my Ohio pay pal and with drew 42.89. I told them on the 17th of Dec I didn't want it anymore the girl said fine it will be canceled. Yesterday Dec. 18,2013 there was 42.89 taken out of my checking account. I just want them to refund my money. Product_Or_Service: software Order_Number: ***********

Desired Settlement: DesiredSettlementID: Refund I just want the money put back in my bank account

Business Response: Initial Business Response /* (1000, 5, 2013/12/23) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer tried to cancel the automatic renewal for this product but was still charged for the renewal. As such, the customer requests confirmation that these future renewals have been cancelled and a refund for the 2013 renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. As such, DR cannot comment on the technical issues experienced by the customer. DR customer service has located the auto-renewal order from 2013 and has turned off the auto-renewal function for this service. Additionally, DR customer service has refunded the customer for the renewal price. The customer can expect to see this reflected in their account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: 100% money back guarantee for the first 90 days of your purchase. Purchased two products that did not perform as described.OK This is getting bad. It's been a month since I requested a full refund.I want answers!Thank you,******************************@msn.comFrom:support (support@lostwindowspassword.com)Sent:Sun 12/15/13 10:28 PMTo: MyCommerce Order Support (ordersupport@mycommerce.com)Cc: ********** (********@msn.com)Dear Customer, We are sorry that our program doesn't meet your expectation. As a software vendor who have more than 23,000,000 satisfied customers around the world, we are dedicated to satisfied every customer here. If the previous email has made you unhappy, please accept my sincere apologies. For your case, we agree to send other tool to you freely for compensation. You can choose any tool you like in our official website. Here is our official website link: www.tenorshare.comYou can choose any one you like, and i will send that to you freely. More than that, you can enjoy life-time upgrade of it. Wish this resolution is acceptable for you! Hope to hear from you soon________________________________________Your Sincerely,AinslieWindows Password Key Supportwww.lostwindowspassword.com--------------------------------------------------------------------------------From: ********@msn.comTo: support@windowspasswordreset.netSubject: RE: Standard and Deluxe versionsDate: Tue, 19 Nov 2013 22:03:16 -0500It has been 7 days. I haven't heard any replies. I am NOT satisfied.I do not want anything from your website, I have a 90 day money back guarantee. I want to be refunded ALL of the money for the two products I purchased. Neither of them worked. don't forget to refund the $3.95 for both of the download protection also. The total should be $57.80Order ID: *******-B4FJJX --Windows Password Reset ProfessionalOrder ID: ************** --Windows Password Reset StandardMyCommerce Banner Dear **********,Thank you for your recent purchase! You will find important information about your purchase and delivery below. Order ID: *******-B4FJJX Billing Information ***************************York, SC, ***************@msn.com Windows Password Reset Professional 1 @ $29.95 USD each PRODUCT SUPPORT INFORMATION - passwordsoft If you require support with your product(s), passwordsoft can help you with your questions. Please contact passwordsoft at support@lostwindowspassword.com. Download Information - You have 14 days to download before the links expire The product may be downloaded from: Click here Download Protection 1 @ $3.95 USD each Thank you for your purchase of the Extended Download Service. If you need to download your software at a later date please visit our order lookup at https://admin.mycommerce.com/app/cs/lookup. Please note you will need your order ID listed below or the last five digits of your credit card. Support E-Mail: orders@mycommerce.com PLEASE NOTE: Please remember this charge will appear on your bill from "DRI*Windows Password R". Tax Total: $0.00 USD Manual Processing Surcharge: $0.00 USD Order Total: $33.90 USD Above pricing includes any shipping & handling.To look up your order or to contact customer service, please go to http://www.mycommerce.com/faq?l=en_us Sincerely,The MyCommerce Team (c) MyCommerce - All rights reserved Privacy Statement Dear **********,Thank you for your recent purchase! You will find important information about your purchase and delivery below. Order ID: ************** Billing Information ***************************York, SC, ***************@msn.com Windows Password Reset Standard 1 @ $19.95 USD each PRODUCT SUPPORT INFORMATION - passwordsoft If you require support with your product(s), passwordsoft can help you with your questions. Please contact passwordsoft at support@lostwindowspassword.com. Download Information - You have 14 days to download before the links expire The product may be downloaded from: Click here Download Protection 1 @ $3.95 USD each Thank you for your purchase of the Extended Download Service. If you need to download your software at a later date please visit our order lookup at https://admin.mycommerce.com/app/cs/lookup. Please note you will need your order ID listed below or the last five digits of your credit card. Support E-Mail: orders@mycommerce.com PLEASE NOTE: Please remember this charge will appear on your bill from "DRI*Windows Password R". Tax Total: $0.00 USD Manual Processing Surcharge: $0.00 USD Order Total: $23.90 USD Above pricing includes any shipping & handling. Product_Or_Service: Order ID: *******-B4FJJX --Windows Password Reset Order_Number: Order ID: *******-B4

Desired Settlement: DesiredSettlementID: Refund I have a 90 day money back guarantee. I want to be refunded ALL of the money for the two products I purchased. Neither of them worked. don't forget to refund the $3.95 for both of the download protection also. The total should be $57.80

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of two software products. The complaint states that the customer believes the software products do not function as advertised. As such, the customer requests a full refund for the purchase price of both products. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service issued the customer a full refund for the two products on December 17, 2013. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

1/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: my credit card was charged even though I tried to cancel order. I did not yet get any notification for delivery but card was alredy charged. I put order on 11/28/2013 to buy 60" tv from Samsung. Site promissed 2..3 budiness days white glove delivery. I did not had any communication from the merchant and status on web site was - order received. I called them up to cancel order. Order was not shipped yet, but customer service representative told me that order could not be canceled. The only way to cancel is to refuse the shipment. I still was not contacted by Samsung, but my credit card was alredy charged for $1306.49. TV model is *********.

Desired Settlement: I need money credited back to credit card.

Business Response: Initial Business Response /* (1000, 5, 2013/12/12) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a Television from Samsung. The customer has cancelled the order and requests a refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their product on the internet. Per DR's contract with Samsung, DR does not handle any of Samsung's customer service issues. As such, the customer will need to work directly with Samsung to secure a refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered Microsoft Office for 9.95 on 10/13 through my employer's website. They are stalling me on my request for a refund. Through my employer's website, I ordered Microsoft Office Professional for 9.95. We are given corporate deals. I installed it and attempted to activate it. Microsoft didn't honor the product key that came with it, stating it's invalid. I contacted Microsoft first and they promptly told me to contact Digital River, the supplier I bought it from. I contacted them repeatedly in Nov and in Dec, and the response was "try again." Though it isn't a lot, I feel they are stalling to avoid refunding me anything. It's a small amount; I don't understand why they are making a refund difficult to come by.

Desired Settlement: I'd just like a refund to my card.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this software does not function as advertised. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service issued the customer a full refund on December 9, 2013. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I do not have a subscription with Digital River I do not have a subscription with Digital River. They keep emailing me saying I owe them $29.95 for a subscription to "Company: ***********". I have no idea what this is. When I looked up the company a large number of sites and reviewers said to absolutely not do business with this company. I believe they are a scam, but I need confirmation.

Desired Settlement: I do not want to be charged for something I did not purchase.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding a subscription order placed on November 30, 2012. The complaint states that the customer believes she did not order this subscription. As such, the customer requests confirmation that this subscription has been cancelled and that she stops receiving notifications regarding this order. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service cancelled the subscription and all future renewals. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: 11/30 I called Avast for help with my computer which was not working properly and I believed it to be infected. Was told I needed to pay $179 to "clean" my PC, and $59 for the antivirus softwear. I paid via debit card Capital One. The transaction has gone thru but I'm disputing it. On 12/1 I had a problem with my Adobe Flash Player, called the Adobe service number, was told I needed to remove the Avast softwear and another antivirus I had on my PC at the time, Mcafee. The computer is working fine now. I called Avast Support today and spoke with a lady there who told me I would receive no refund even though I had used the softwear only 24 hours, simply because it had been "used". Product_Or_Service: Avast antivirus softwear

Desired Settlement: DesiredSettlementID: Refund I'd like the full amount back, but any amount beats nothing. We're talking $235 of my money for 24 hours service.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the purchase of an antivirus software product and a computer "cleaning" service. The complaint states that this product was only used for one day. As such, the customer requests a full refund for the purchase price fo the two products. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service records indicate that a refund was issued for the antivirus software product on December 6, 2013. Additionally, a refund for the cleaning service has been issued. The customer can expect to see this reflected on their account within 3-5 days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Digital River said that they would refund original funds but replaced product for more money and less features! Purchased software did not work and they have no technical support for live or chat review. I tried using the technical email but continued to get canned answers that did not repair the software. I got a refund for the original software but replacing it cost me more and with less features! All of this while expressing my extreme discontent over the phone with a manager.

Desired Settlement: In addition to the $99.00 credit for return of the original purchase I would like a $50.00 refund (check to me) to bring the replacement in line with the previous product and not cost me additional money out of my pocket.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a computer software product. The customer believes that the first product did function as intended and subsequently acquired a refund and purchased a replacement product. The customer believes that the cost to replace the original product was more expensive and requests a refund for the additional money spent in acquiring the Add-ons to use the replacement product. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their product on the internet. DR customer service has located both the original order and the replacement order. DR customer service has confirmed that the codes for the Add-ons from the original product are compatible and will properly function with the replacement product. In addition, customer service has resent the confirmation email containing the proper codes for the replacement product. Per DR customer service records, the customer has received all of the correct products. If the codes no longer function properly, DR customer service is happy to provide replacement codes. If the customer wishes to refund the order, DR customer service is able to issue the refund at the customer's request. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 7, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The first product (purchase 1) did work for about a week than, suddenly "locked up" and I could not use at all. Then, I rebooted my computer and I could not open the product at all! I submitted several requests for help to their technical department. Answers were received within 24 hours but none of them allowed me to open the product (the answers appeared to be canned and not personalized). So, I called the sales department since DR has no phone or chat available for technical support (that I am aware of). Sales said that they would refund in full Purchase 1 and sell me a second download and 2 discs (purchase 2). Purchase 2 was more expensive than purchase 1 and I received less product than purchase 1. Purchase 2 did NOT work either and presented the same "can not open" issue! So, I contacted Best Buy Geek Squad and they managed to get purchase 2 to work OK. DR's technical support is virtually non-existent and if the Geek Squad would not have been able to fixt the problem, I would be stuck with 2 products that do not work. DR offered nothing in return for all of this frustration and I ended up paying more than I had intended from purchase 1. Not a very friendly company and not customer-oriented!

12/17/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: They provide no way online to cancel a service contract for a pc that I no longer have. I answered prompts on their phone system & got a busy signal. Either Digital River or *********** is at fault. I do not know which one. The problem is they charged me for service on a pc that I no longer have. I tried to cancel it on their website to no avail. I then called and after a number of prompts got transferred to a line with a busy signal. Below I have cut and pasted the email they send me today. I also called Visa and they submitted the charge to them today. Dear **************, Your *********** Titanium Maximum Security - 1yr membership has been automatically renewed. Please note that your credit card statement will show DRI************ as the merchant for this purchase. Your Order and Billing Information: Customer Number: *********** Renewal Order Number: *********** Original Order Number: ********** Renewal Date: November 27, 2013 Billing Address: ************** ****************** Weston CT 06883 ************ **********@optonline.net Subtotal: $71.95 Tax: $0.72 Total: $72.67 If you have questions about your order, please visit: www.findmyorder.com Please note: This email message was sent from a notification-only address that cannot accept incoming email. Please do not reply to this message. Sincerely, *********** OEM Customer Service findmyorder.com

Desired Settlement: I got rid of the computer in question about six months ago. I had no luck in contacting them to cancel, so I resigned my self to wasting the $36 that I had paid for coverage I did not use. Now they have charged me another $72 for service that I cannot possibly use. I would ask for them to send me $98. Equally as importantly, I would ask them to provide their customers with an easy way to cancel their subscriptions. Computers do not last forever!!!

Business Response: Initial Business Response /* (1000, 5, 2013/12/05) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of a software product. The complaint states that the customer believes he is unable to cancel the automatic renewal for this product as he is longer using the computer containing the software. As such, the customer requests confirmation that these future renewals have been cancelled and a refund for the previous renewal. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The software's publisher handles technical support for this product. As such, DR cannot comment on the technical issues experienced by the customer. DR customer service has located the auto-renewal order placed on November 27, 2013. DR customer service has turned off the auto-renewal function for this service and has refunded the customer for the renewal price. The customer can expect to see this reflected in their account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Store didn't honor their promotion, arbitrarily cancelled part of my order and now claims that their "refund policy" is that they are not permitted. This complaint regards items purchased from the Capcom Store, an online shopping business run by Digital River. This is a brief summary of the order information for the items I am complaining about. A short description of my problem follows. Order Number: *********** Order Date: October 8, 2013 Site ID: capcomus Site Name: Capcom Entertainment, Inc. Shopper Name: ******** Bijos Order Summary: Product SKU: 39001 Product Name: Monster Hunter 3 Ultimate Wii U Qty Ordered: 1 Amount: $19.99 Shipment Tracking Numbers: Product SKU: NA Product Name: Nintendo Wii Classic Controller Pro Qty Ordered: 1 Amount: $0.00 Shipment Tracking Numbers: I placed the order on October 8th, and received shipping confirmation only on November 5th. No tracking information was provided. Not only it took almost a month for my order to be shipped, but one of the items was canceled for no reason whatsoever just a few hours before shipping, leaving me no time to contact Customer Service about said cancelation. The item in question is the "Nintendo Wii Classic Controller Pro", which was supposed to be a free bonus for buying "Monster Hunter 3 Ultimate Wii U" (SKU: 39001). That's the only reason why I have purchased the game. The items are being shipped to Brazil, where I live, so it can take up to 3 months for them to finally be delivered (or more, as there is no mention of the shipping method used, not there is tracking information, which wasn't fully disclosed before proceeding with the checkout process). I will probably have to pay taxes for this order, which can range from 60 to 100% over its total amount, plus shipping. Simply returning that item after such a long time would never make up for my financial losses, especially because there is no way to recover what is going to be paid for taxes. Requesting that the remaining item would be shipped would also not be worth it, for the exact same reasons (long delivery times, expensive shipping fees and import taxes). Because of that, I contacted the store requesting a partial refund, since my order was incomplete. An integral part of it was cancelled without my knowledge or authorization (again, they sent an e-mail a few hours before shipping, from a completely different address, blacklisted from the Gmail servers, that ended up in the Spam folder). Like previously stated, I would not have purchased those items if I knew, beforehand, that I would not receive both of them, especially when one of them was supposed to be free. Much to my dismay, I received a reply from one Jacqueline A., of Capcom Online Store Customer Service department, claiming that "all products that are ordered through the Capcom Online Store are ineligible for a refund" (her exact words). She also posted a link to a page containing their absurd refund policy, which you can find here: http://shop.capcom.com/store/capcomus/en_US/DisplayReturnAndCancellationsPage . This is preposterous and unacceptable. I paid for an item that I am not going to receive, at the company's fault, and now they claim to practice an illegal customer policy. I demand a partial refund of my incomplete order, for the item that was shipped without its free counterpart and the shipping costs associated with it, a value of $23.83. I expect a fast solution to this case. I appreciate your time and attention to this matter and look forward to receiving my refund. Sincerely, ********

Desired Settlement: I demand a partial refund of my incomplete order, for the item that was shipped without its free counterpart and the shipping costs associated with it, a value of $23.83.

Business Response: Initial Business Response /* (1000, 5, 2013/11/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a video game which included an offer of a free controller. The complaint states that the customer is unhappy that this promotional product, which was not in stock, did not ship with the video game. As such, the customer requests a partial refund for this purchase. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Unfortunately, the free controller associated with this order was not in stock. However, the video game has shipped at a discounted shipping price. DR is unable to guarantee that a promotional item, such as the referenced controller, will be in stock at the time of a specific order. If the customer would like to refuse delivery of this game, DR customer service is happy to provide him a full refund for the purchase price. DR will await the customer's response. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 7, 2013/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) A so-called company that provides e-commerce reselling services cannot offer something which they do not have. It doesn't matter if the item in question was in stock or not at the time of purchase. The fact is that Digital River is not honoring a promotion that was clearly being divulged on their website. The item (singular, as in one SKU) was listed as the game plus a free controller. It's just like when you're in the supermarket and there's a product bundled with another, free item, alongside the regular single ones. You can choose to buy whichever you want, but if you pick the bundle, you're entitled to it. The cashier is not allowed to break it up, and you pay for both items, at a discounted rate. Also, the game wasn't shipped at a "discounted price", as alleged by DR. I simply paid for shipping for two items (the game plus a controller), and only one of them was shipped. If they had charged me for shipping for both items, we would have an even worse situation here. DR's refund policy is absolutely illegal, as a company cannot deny a refund if the item you bought is either: a) not of acceptable quality; b) does not match the description; or c) does not match the sample or demonstration model shown to you. The item that I bought does not match the description (game plus controller), therefore, I'm entitled to a refund. Lastly, I cannot simply refuse delivery of the game or return it for the reasons already mentioned in my original complaint. I still demand a partial refund of my incomplete order, for the item that was shipped without its free counterpart and the shipping costs associated with it, a value of $23.83. I expect a fast and fair solution to my case. Sincerely, ******** Final Business Response /* (4000, 9, 2013/12/05) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a video game which included an offer of a free controller. Unfortunately, the free controller associated with this order was not in stock. However, the video game was shipped to the customer per his order. DR is unable to guarantee that a promotional item, such this a free controller, will be in stock at the time of a specific order. As such, DR customer service has issued a full refund in the amount of $23.83. The customer can expect to see this reflected in his account in 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: BLOCKING CONSUMER CANCELLATION REQUEST DIGITAL RIVER IS THE USA SELLER FOR WONDERSHARE AN HK CHINA FIRM. THE PRODUCT DID NOT WORK ON TRY ONE AND WOULD NOT OPEN ON TRY TWO. THE FIRM ASK THAT YOU USE A TIME CONSUMING PROCESS TO SEE IF THE CUSTOMER CAN FIGURE OUT EXACTLY WHAT IS WRONG AND THEN GIVE THE COMPANY FEEDBACK TO IMPROVE THE PRODUCT DIVERSELY. FOREIGN TRADE ACT THE IT TIME COST THREE TIMES THE DEFUNCT PRODUCT. The time to discover that it was Digital River cost money. The misleading contact information was in font 16 and the Digital River was FONT 8. At beat it was misleading and blocking to the customers need to communicate. Order number ***********. Digital River had been sanctioned before and I am asking that they be sanctioned. If you cant get them to change maybe VISA can. Copied VISA.

Desired Settlement: $300.00 for my time and refund the order.

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the purchase of a software product. The complaint states that the customer experienced technical difficulties with the product. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service records indicate that a refund request was sent to the software's publisher on November 1, 2013. However, no response has yet been received. Per the customer's request, DR customer service has processed a full refund for this order on November 5, 2013. The customer can expect to see this reflected on their account within 3-5 days. Unfortunately DR is unable to pay the customer for their time. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: This company sent me software with an incorrect registration number and they refused to correct it. Instead they sent me to a link with an incorrect Tech support email address. Repeated efforts to get them to give me the headquarters to contact were ignored. I have letters to share with you as they pulled this scam on another person.

Desired Settlement: I want my refund!

11/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased Order ID ************** on September 30, 2013. Product was never received. Merchant was unresponsive (two e-mails sent for follow up on order). Product_Or_Service: Get it on CD! (15184-3) Order_Number: **************

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like an explanation as to why my account was charged but my merchandise was not delivered. I have requested a reversal of my order payment from my banker

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the purchase of a software product made September 30, 2013. The complaint states that the customer believes his product was not delivered as expected. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The product for this order is sent directly by the publisher, and DR has no control over this. Per the customer's request, DR customer service has processed a full refund for this order on November 5, 2013. The customer can expect to see this reflected on their account within 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I had my pre-order of the game Battlefield 4 (PC) refunded by EA and the terms of the refund weren't respected by DigitalRiver US inc I bought a pre-order for the game Battlefield 4 on April 24, 2013 through origin for the final amount of 62.99 USD paid through paypal express (order number = ***********). On October 7, I asked for a refund through EA customer service and it was accepted by agent *********** It was agreed with Mr. ******** that the whole refund had to be sent to my paypal account instead of the prepaid card I used back in April to buy the game. I told that agent multiple times to do so and he said to me that the refund would follow my request. However, on October 8, I received an email from paypal saying I received a refund from DigitalRiver US Inc. (Refund number/ CPGREFUND:**********) Problem is the refund was sent to the prepaid card instead of my paypal account as it was agreed. DigitalRiver sent 62.34$ CAD to my prepaid card finishing in **** and 0.94$ CAD to my paypal account. I then contacted EA customer service again (This time agent *********) which said to me that she couldn't do anything for me as DigitalRiver are the ones dealing with the payments and refunds and that therefore I had to deal with them for not honoring the refund that was agreed with the first agent. The money has to be sent to my paypal account since I no longer have in possession the said visa prepaid card and therefore couldn't touch any of the refund which I already pointed out to the first EA customer service agent which agreed to do as above considering my problem.

Desired Settlement: Send the 62.34$ CAD that you accidently sent to the visa prepaid card finishing by **** to my paypal account (******************@hotmail.ca) like it was agreed in the first place.

Business Response: Initial Business Response /* (1000, 5, 2013/11/15) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's pre-order of a video game. The complaint states that the customer believes his refund for this pre-order was processed incorrectly. As such, the customer requests this refund be re-processed and sent to a different account. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR apologizes for the confusion, however refunds can only be processed to the original account from which they were charged. DR customer service records show that this order was refunded on October 8, 2013 to the prepaid card used in the transaction. As such, DR is unable to issue a second refund to another account. If the refund was sent to a different account then the customer wishes, he will need to work with Paypal and the credit card to correct this. DR is unable to assist with this process. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased defective software from kvisoft.com that Digital River handled the online transaction. Neither company will refund the purchase price. I purchased defective software from kvisoft.com that Digital River handled the online transaction. I bought the software on 5/31 but my marketing partner did not realize the problems existed until 7/2. Neither company will refund the purchase price. The software does not do what we expected it to do. We have over 10 hours of time invested in trying to learn your product, but it does not fulfill out needs. Just for your reference, here are a few bugs. 1. Links do not work with the Chrome browser. 2. Each time I add a link and change the link color, the custom color does not stay when I add it and I have to do it over again for each link. 3. I get an out of range error when adding some links. 4. Some links show when I publish and some links don't. 5. Some links show several times in the same location. 6. Some links show very fuzzy. 7. Links do not show at all in the mobile versions on iPhone. Transaction Details Express Checkout Payment Sent (Unique Transaction ID #*****************) ________________________________________ Business Name: RegNow (The recipient of this payment is Verified) Email: payments@regnow.com ________________________________________ Total amount: -$277.00 USD Fee amount: $0.00 USD Net amount: -$277.00 USD ________________________________________ Item amount: $277.00 USD Sales Tax: $0.00 USD Shipping: $0.00 USD Handling: $0.00 USD Quantity: 1 ________________________________________ Order Description: DRI*FlipBook Maker Pro order ************** Invoice ID: ************** Date: May 31, 2013 Time: 09:54:26 PDT Status: Completed ________________________________________ Shipping Address: *********** **************** Tampa, FL 33607 United States Confirmed ________________________________________ Contact Telephone: ************ ________________________________________ Business Contact Information Customer Service Email: payments@regnow.com ________________________________________ Funding Type: PayPal Funds Funding Source: $277.00 USD - PayPal Account ________________________________________ Description: RegNow See settlement box below for email thread showing problem progression and requesting refund: From: support@kvisoft.com mailto:support@kvisoft.com Sent: Tuesday, July 30, 2013 11:36 PM To: ***********; ********* *** Hi, Thank you for your cooperation. We offer 30 days refund. Your order was placed on May 31, 2013, and it is beyond 30 days, so refund is not available, sorry. Our newest version has fixed some bugs, please download and install this official full version from http://www.kvisoft.com/download/fbm/fbm-pro-full.exe Any question, please email us. Sincerely, ***** From: *********** Date: 2013-07-30 22:27 To: '********* ***'; 'support' Subject: RE: E: Re: added Links not working, read on chrome? Google Chrome stop opening a new window by links on flash My order ID is **************. From: ********* *** mailto:*************@gmail.com Sent: Tuesday, July 30, 2013 2:39 AM To: support Subject: Re: E: Re: added Links not working, read on chrome? Google Chrome stop opening a new window by links on flash Alan, Please respond with your order number. Thank you, ********* On Jul 29, 2013, at 11:26 PM, "support@kvisoft.com" wrote: Hi, Sorry for any inconvenience. Could you please tell us your order number? Any question, please email us. Sincerely, ***** From: ********* *** Date: 2013-07-30 10:50 To: support; 10hours@followupthen.com CC: ***********; support@synertegic.com Subject: Re: E: Re: added Links not working, read on chrome? Google Chrome stop opening a new window by links on flash *****, We are still waiting for our refund. Please issue the refund or we'll have to issue a complaint to the Better Business Bureau. Thank you, ********* Email thread continued in box below.

Desired Settlement: On July 9, 2013 at 8:21:06 PM, support@kvisoft.com (support@kvisoft.com) wrote: Hi, Sorry for any inconvenience. Could you please tell us what are those bugs? Please list them with details. By the way, did you update to our latest version 3.6.9? Any question, please email us. Sincerely, ***** From: ********* *** Date: 2013-07-09 13:46 To: 10hours@followupthen.com; support Subject: Re: Re: E: Re: added Links not working, read on chrome? Google Chrome stop opening a new window by links on flash Hello, We are experiencing many bugs with your software and would like a refund. How do we go about getting a refund? Thank you, ********* On July 2, 2013 at 10:59:42 PM, support@kvisoft.com (support@kvisoft.com) wrote: Hi, Thank you for your understanding. We are trying best to fix links issue on Chrome. There should be no problem to open links on mobile devices, please have a try to upload flipbook to website, then visit its URL by browser on your mobile. Any question, please email us. Sincerely, ***** ********* *** 2013-07-03 11:40 Re: E: Re: added Links not working, read on chrome? Google Chrome stop opening a new window by links on flash *****, Thanks for your response. We'll have to direct our members to use Firefox and IE on the desktop platform, but how about on the mobile platform? On the iPhone, the default browser is Safari. Firefox can be used on the Android platform. Do you have plans on fixing your viewer for the Chrome platform or is this not something you have in development? Thank you, ********* On Jul 2, 2013, at 8:27 PM, "support@kvisoft.com" wrote: Hi, Thank you for your cooperation. Sorry for any inconvenience. We tested your flipbook, added links can work on firefox and IE, but not Chrome. Since Google Chrome stop opening a new window by links on flash. Other similar software also has this problem which seems not easy to fix in a short time. To use our software more easily, you can refer to our help document attached in this program. It's under help menu on upper right. Any question, please email us. Sincerely, ***** ********* *** 2013-07-03 08:22 support 1hour@followupthen.com; *********** Re: E: Re: added Links not working, read on chrome? *****, I've attached an export of the PDF that I'm trying to create the links in. Look at page 10 and click the www.google.com link. As you can see it does not work. Thank you, *********

Business Response: Initial Business Response /* (1000, 9, 2013/11/07) */ Digital River, Inc. ("DR") is receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this software did not function as expected. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per DR records, the customer has since disputed this charge, which has removed the funds from DR's control. Unfortunately, DR is not able to issue a refund while an order is in dispute status. As such, the customer may either request the funds from the disputing institution, or clear the dispute status so DR can process his refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. ******************

11/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Company never provided product as ordered. No download information. Ping ponged between macfee and digital river. No one is accountable. Company didn't / couldn't / wouldn't provide the software that I ordered. Ping Ponged between two companies - despite ordering on the official website. Getting a refund took hours ad was an ordeal

Desired Settlement: Refund / cancel my order. Provide the refund in a timely manner. Not 7-10 business days.

Business Response: Initial Business Response /* (1000, 5, 2013/11/07) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's attempted purchase of an anti-virus software product. The complaint states that the customer has not received a download link for this product. As such, the customer continues to request a full refund for the purchase price. Per the customer's request a full refund has been issued and is currently processing. This credit should appear in the customer's account within 5 - 7 business days. This process cannot be sped up, as the bank needs this time to process the refund. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I purchased a product online for immediate internet download and never received an unlock code. I haven't received any response to email inquiry. On Friday Sept 27 I purchased product code ********* and paid 39.95 via pay pal. My order number is ***********. I received a confirmation email but the instructions for obtaining a download of the software weren't clear and requiring that I follow a series of prompts to get an unlock code. I have attempted this from their email link numerous times. I have also tried to email the company directly from the website I was on and have not gotten a response. I have tried *******@consultcommerce.com.

Desired Settlement: Refund of $39.95. I needed the product the day I ordered and have already purchased a different software.

Business Response: Initial Business Response /* (1000, 5, 2013/11/01) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes she never received the download link for the product. As such, the customer requests a full refund of the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service has processed a full refund for the purchase price on October 31, 2013. The customer can expect to see this refund reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: They advertised an item bundle in stock. I placed an order and a week later received an email that I would only get half the product at full price. On the www.capcom.com store site they advertised Monster Hunter 3 Ultimate+Classic Controller Pro for $19.99+Shipping. I contacted them originally to get my order combined with an existing order that still had not shipped to get a discount on the shipping charge. I was told not to cancel the orders and re-submit them and they would adjust the shipping. A week later (today) I receive an email that they did not have any stock for the Classic Controller Pro and that they would not receive anymore stock so they would have to cancel my controller. They are happily going to send the game at FULL price+Full Shipping even though there is half the items from the advertised price. They also mentioned in the email the change would automatically be made unless I proactively cancelled the order, which seems even worse in the event that someone didn't get the email they are left with half the product at full price unknowingly. Order #*********** In my mind, they listed a bundled item (as available for shipping nonetheless) at a specific price so they should honor the bundle. If they are adjusting the price then anyone who ordered the item should have some sort of a price adjustment. They should also adjust their outrageous ($8) shipping since it's only 1 item rather than 2. I contacted support and was told they would be happy to cancel my order but they would not make any price adjustment despite shipping half the product. This is not only false advertisement it's extremely poor support to think you can ship half an order and charge full price. Also waiting for a week expecting to get this game caused me to pass up the game at the same price in store because I already had the order placed with a controller. BUYER BEWARE DIGITAL RIVER RUN STORES (e.g.-CAPCOM!!!!!)ARE EXTREMELY SHADY!!!!

Desired Settlement: If the items listed in the bundle I purchased are changed AFTER I submitted an order SHOWING it was in stock it makes sense that the price is also adjusted. I'm seeking some sort of price adjustment on the controller since it will not be included. That was listed in the sale as a bundled item. Shipping half the listed product at full price and full shipping is absurd.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of two products. The products were arranged to ship together to reduce the shipping price, but subsequently one product was out of stock and the order for that product was cancelled. The complaint states that the customer believes he was overcharged on shipping for the existing order. As such, the customer requests a refund for the additional shipping costs. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service issued the customer a full refund for the shipping fee. This refund will be a separate transaction. The order will charge for the full amount and then the customer will receive a refund for the shipping amount. If the customer wishes to cancel the order instead, there will be no refund as nothing will be charged. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Final Consumer Response /* (3000, 7, 2013/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response has absolutely nothing to do with the complaint and when I called they did inform me that they would reduce the shipping to the actual cost it would be if I placed a single order. The complaint filed with the BBB has nothing to do with that. The compliant is in regards to the item of Monster Hunter 3 Ultimate AND a Wii classic controller Pro which was sold together (both items)for $19.99+shipping for a total of $28. They item showed in stock and available when I placed my order. A after I contacted them to combine this order with a completely different order to reduce the overall shipping costs they had to escalate the request and were willing to charge the correct shipping (same cost if I would have placed a single order with all items). There was no discount just adjusted the shipping to the prorated price of all items under a single order rather than the increased cost that two separate orders would cost. A week later I received an email that they were not sending the controller that was included in the bundle cause it was no longer available and they would not be getting any further items. The email also stated that unless I responded they would ship the one item for the exact same price I would have paid for BOTH items. In other words, they advertised a game and a game controller for $19.99 and they auto cancelled the controller but were still going to charge the same price. After speaking to others in a gaming forum I have learned that everyone received this email and thus I now believe this is a classic bait and switch. They showed a product that included a game and a controller for a price if $19.99 and took out one of the items and still charged the same amount. Bait and switch since this is not an isolated incident and others also had this happen some likely do t realize it as they still haven't shipped the item. My complaint is that they advertised a game AND a game controller yet they sent an email saying they were cancelling the game controller and would only send the game at the EXACT same price they advertised both items. Further they would ship the one item at the same price unless the consumer contacted them. That is a clear bait and switch if there ever was one. The price of the item should be lowered as the contents of the item were switched and the only acknowledgement was an email that actually went to Spam. The bait was advertising an item, as in stock, that included both a game and a game controller to sale the items. The switch is they switched the game and game controller for only the game (cancelled the bundled controller) after taking orders for several days. The cost, or partial cost, if the Wii Classic Controller Pro should be deducted from the cost. Also, despite already receiving one adjustment on shipping, the shipping was still properly calculated and adjusted according to all items being on a single order (no discount was applied, just adjusted to what it would have been if both orders were cancelled and submitted as a single order-which they requested I not do). Since they are shipping less product the shipping should be adjusted again to reflect ine less item (larger item at that). If you advertise single thing that includes a game and a controller and cancel the controller the price should clearly be adjusted. Especially when no one on the gaming forum that placed an order is going to actually receive the actual product that was listed in stock! Final Business Response /* (4000, 12, 2013/11/11) */ Digital River, Inc. ("DR") is in receipt of a counter-complaint from a customer regarding the customer's purchase of a video game which included an offer of a free controller. Unfortunately, the free controller associated with this order was not in stock. However, the video game was shipped to the customer per his order. DR is unable to guarantee that a promotional item, such this a free controller, will be in stock at the time of a specific order. If the customer would like to return this game, DR customer service is happy to provide him a full refund for the purchase price. DR will await the customer's response. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/5/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I received a receipt by email for uSeesoft DVD Creator (********).The receipt showed my PayPal account was charged $33.95. My PayPal accout also show the charge of $33.95. My Order ID is *******-******.I have sent many emails requesting the License Code for this product. Without the license code I cannot use the product. I have received not responses. I did file a claim through PayPal. The vendor has not answered PayPal.If I receive a License No. so I can use the product, I will consider the matter resolved. Product_Or_Service: uSeesoft DVD Creator (********) Order_Number: *******-******

Desired Settlement: DesiredSettlementID: Replacement If I receive a License No. so I can use the product, I will consider the matter resolved.

Business Response: Initial Business Response /* (1000, 6, 2013/10/25) */ Digital River, Inc. ("DR") is in receipt of complaint from a customer regarding the customer's purchase of a DVD software product. The complaint states that the customer believes he has not received the license code and cannot access the purchased product. As such, the customer requests a copy of the license code or a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The complaint states that the customer has received no response from software's publisher. Due to the issues that the customer has experienced and the lack of communication from the publisher, DR customer service issued the customer a full refund on October 21, 2013. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: We purchased software to recover an iPod backup back in June. We received order confirmation on the 26th and had proceeded to download it. The program seemed to be working for a while. I went on a trip and my mom watched the program for me. We had a power outage and she had to restart the computer and the software to continue. The program had not worked since then. When I came back I tried to restart the program, I had the program sent to me multiple times and it did not work once, I emailed the support emails and was receiving help. The people continued to push the program on me once I requested a refund and would not give us our refund. We continued to email them over and over and they continued to push the program on us telling us we should try it again. We said we had no desire to try it and just wanted a refund. They would not provide our refund and continued to push the program on us and told us to try it again. They also offered replacement programs to avoid giving us our refund. In the end they stopped replying or kept pushing the program on us. My mom told them we'd report them to the Better Business Bureau because we still wanted our refund and they stopped replying. They continued to avoid giving us the refund and avoid contact until the day the refund would expire. We'd like to receive our refund for the program. Product_Or_Service: Itunes Backup Password Recovery Standard Order_Number: ***********

Desired Settlement: DesiredSettlementID: Refund The program was $49.95, we'd like to receive that amount for our refund or at least $50.

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a data backup software product. The complaint states that the customer experienced technical difficulties with the product. As such, the customer requests a full refund of the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. The complaint states that the customer has been unable to procure a refund from software's publisher. Per the customer's request, DR customer service has processed a full refund for the purchase price on October 22, 2013. The customer can expect to see this refund reflected in their account within the next 3-5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/29/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Hello,I sent a check for $1000 to SWReg Inc. the latter part of August, 2013 to pay for software. SWReg Inc. cashed my check and never gave me the link for the software. The software merchant was never notified of my purchase and he has no record of it. SWReg admits this and will not refund my money. I have submitted a support ticket which they will not respond to. I emailed them about this and they ask for my check info (ie. routing and account numbers) over and over as a stall tactic. They seem to have no inclination to send the refund.thanks,***** Product_Or_Service: Commission King Software Order_Number: *********** Account_Number: DR **********

Desired Settlement: DesiredSettlementID: Refund I would like $1000 refunded to my account, of which they have ALL the information they need to send the refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a sales-related software product. The complaint states that the customer believes this order was processed incorrectly and that she has yet to receive her product. As such, the customer requests a full refund for the purchase price. Per DR customer service records, this order was processed, with payment made by check. Refunds for orders paid by check are processed by wire transfer as this is the quickest way to return funds to the customer. In order to process a wire transfer, DR requires specific information, which has been requested from the customer. DR records indicate the customer provided most of the requested information on October 10, 2013. However, the Checkdigit provided has 4 digits. Checkdigits only have one digit and are not the check number. In order to complete the refund, DR requests the customer to speak with their bank and request the proper Checkdigit for their account. If the customer is not comfortable with this, she may provide a physical address, which a check can be sent to. Please be aware, however, that physical checks take six to eight weeks to process. DR requests that the customer provide this information so that a refund may be processed for this order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I bought GetFLV, requested a refund a week later - no response a month later. On August 19, I purchased GetFLV from the company website using Paypal's Bill Me Later service in order to have offline access to my online classes. The software failed to do so - leaving crucial parts of the video off the recording it produced. On August 27th, I sent an email requesting a refund to the sales email on the web page - it was returned. I found a different email address and re-sent it that same day. On September 8th, I sent another email to a third address since I hadn't received a response. On September 13th, I requested a refund through Bill Me Later. I received a carbon copy of an email to the support department from MyCommerce (I guess the agency that handled the transaction) requesting that they respond to the refund request. They had a different email address for me (my first initial and last name were on it), but the order number was the same. I still haven't received a reply from them - not even a "we can't find the order under the email address provided" type message. They state a 30 day money back guarantee on their website "GetFLV.net" and while I first asked for it a week after purchase, it's now been a month with no communication.

Desired Settlement: I want the refund of the $159.95 I paid for the software sent back to my Bill Me Later account.

Business Response: Initial Business Response /* (1000, 6, 2013/10/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer experienced technical difficulties with the product. As such, the customer requests a full refund of the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed by the customer on August 19, 2013. DR is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action. DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/15/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On 9/5/13, I was refunded $240.30 from an internet purchase made on 4/14/08 with my Visa Check Card and it was never applied to my checking account. On April 14, 2008, I made a software purchase (Order Number: *********) from the company SWREG, Inc. (parent company, Digital River, Inc. of Minnetonka, MN) via my Visa Check Card number at the time ending in ****** (which has since changed) for the amount of $240.30 US. https://usd.swreg.org/cgi-bin/r.cgi?o=*********&x=00480b223f080b9ddb72 The original ******** bank statement for the originally linked checking account no. ending in ***** shows this transaction as Bank reference number **********. On September 5, 2013, SWREG, Inc. issued back a refund of the same amount of $240.30 US to the same original Visa Check Card number ending in ******. SWREG, Inc. has confirmed that the refund transaction was accepted on the Visa Check Card but I have not received any refunded amount to my linked ******** checking account no. ending in *****. Both SWREG, Inc. Customer Service Agents,***************** and ********, stated to allow 5-7 business days for the refund to be processed. No refunded amount has shown up yet well after 5-7 business days. When inquiring about the refund to ******** Bank, Customer Care Representative, ************, stated the following: "Your ******** Check Card transactions are processed based on your account. Please be aware that ******** Check Card refunds or credit transactions are processed manually by merchants. These transactions will appear in your account activity when the merchant actually submits the transaction to ******** for processing. These credit transactions will not appear as "pending" online. Your merchant may take up to 30 business days to process the actual refund. If you have any questions or concerns, our Card Services Department may be reached at **************. " Ms. ****** states 30 business days, but SWREG, Inc. stated that they have already submitted this refund which should have been received by this September 17, 2013 (5-7 business days) from ******** Bank. I no longer have the original Visa Check Card no. that was used in the initial online purchase transaction. For some reason ******** Bank does not retain the old Visa Check Card account numbers that have been linked to the account.

Desired Settlement: I would like for both Better Business Bureau business parties, ******** Bank and Digital River, Inc. to intermediate via BBB and identify exactly what happened to the refunded amount of $240.30 which was issued on 9/5/2013 back to the inactive Visa Check Card ending with ****** that was once (as of 4/14/2008) linked to ******** Bank Checking Account no. ending in *****. Then I would like for the whole refunded amount of $240.30 to be deposited within my ******** Bank Checking account no. ending in ***** within 3 business days.

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ Digital River, Inc. ("DR") is in receipt of a complaint from regarding the customer's refund of a software product. The complaint states that the customer believes he has not yet received proof of the correct processing of the refund involved. As such, the customer requests further information relating to this refund. Below are the details for the refund for the above-referenced order: Order Number: ********* Date: 9/5/13 Transaction ID: ********** Amount: $240.30 USD DR may only process an electronic refund to an account associated with the original order, which is the case with the refund processed on September 5, 2013. DR is unable to contact the bank on the customer's behalf, or process an additional refund. DR asks that the customer provide this information to his bank in an effort to locate the refund. If the bank is unable to locate the refund using this information, DR requests that the customer confirm exactly what information they need to do so. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

10/3/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Business processed address incorrectly; refuses to correct and send product. Made no attempts to communicate clerical error. On 5/23/13 I placed an order with Digital River Inc. for a retail boxed software FINAL FANTASY'(r) XIV: A Realm Reborn' Collector's Edition for PC with several other items included. Although I input the address correctly, an error removed the street address from both my billing and delivery addresses. Although I was charged, the shipped package was mailed with an incomplete address and was never delivered to me. No attempt was ever made to notify me of this error. I contacted Digital River upon reviewing the shipment tracking information, however they repeatedly refused to adjust the address or interrupt the package delivery and repeatedly recommended I contact the shipping service myself. This shipping service (USPS) will only allow the sender to make changes to the delivery order, in this case Digital River. I informed Digital River of this repeatedly but they continuously refused to take action. The package went on return to Digital River, who refused to resend the item for postage and also refused to sell me an additional copy of the same product at the original price. The product is no longer available at other retailers and has now quadrupled in retail value. Digital River would not inform me when the product would again be available for purchase and my understanding is it will not be made available to me as a consumer again.

Desired Settlement: Because the software ordered is both unique and in limited availability, I wish to have my original package shipped to me (delivery confirmation # **********************) or be given the opportunity to purchase the original software against in addition to receiving any refund.

10/1/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I do not remember purchasing anything ever and nothing recently from them yet found a bank charge on my account from them two days ago. This company should be prosecuted. They are no more honorable than a criminal hacker who uses people's personal information to gain access to their credit cards and bank accounts and charge them for products or services they never purchased.

Desired Settlement: I am seeking reversal of the $59.95 charge and an additional credit to my account in the amount of $59.95 as a punitive action against their criminal business practices. It should really be a law that every time an online vendor charges a person's credit card or bank account, they should send an invoice to the person's email letting them know what it is that the person purchased, how much it was, the date of purchase and who it was purchased from. That this company doesn't do that exemplifies that it acts in bad faith and has probably fraudulently charged many others bank and credit card accounts without them ever finding out. I have submitted a complaint with my bank and expect to see a reversal of this charge regardless of what action Digital River takes.

Business Response: Initial Business Response /* (1000, 5, 2013/09/20) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's renewal of an anti-virus software product. The complaint states that the customer believes that he did not authorize this renewal. As such, the customer requests a full refund for the renewal price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service issued the customer a full refund on September 14, 2013. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/30/2013 Advertising/Sales Issues
9/27/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered software from Digital River online. Money was transferred to them, no product was delivered. On June 6 2012 I ordered a software package online from Nuance titled Omnipage 18. Nuance orders are apparently fulfilled by Digital River. I paid via PayPal. Nothing came so I checked the order status and found it was listed as "cancelled". I checked my PayPal account and found that no money had been transferred so on June 27 I placed the order again. This time payment was verified by PayPal and I received a receipt for the payment from PayPal. To date nothing has arrived. Repeated messages to Digital River have not resolved this issue. I have furnished to them the order number: *********** and a copy of the receipt from PayPal. This should be sufficient information for them to either ship the Nuance software or issue a refund. They have done neither.

Desired Settlement: Please ship the software.

Business Response: Initial Business Response /* (1000, 7, 2013/09/25) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer believes this order was not fulfilled correctly. As such, the customer requests delivery of this software or a full refund of the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR customer service has located the order placed by the customer on June 6, 2013. Unfortunately, DR is unable to complete the order as initially requested, but is happy to provide the customer a full refund for the purchase price. However, there is a dispute for this order registered with PayPal which prevents DR customer service from taking that action. DR customer service requests that the customer clear this dispute with PayPal so that a full refund may be processed for this order. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I get "Payment Authorization Failed" everytime I try to purchase anything from any company who uses Digital River to process payments. This message pops up anytime I use any of my credit cards or PayPal account with any company who uses DR to process payments: "Payment Authorization Failed". All of my accounts are in good standing, with most having upwards of $25k of available credit. I use Paypal everyday, and orders go through without a hitch all over the world. Tonight I tried to purchase some toys from Mattycollector.com and was once again stopped by the "Payment Authorization Failed" message.

Desired Settlement: Please unblock my account so I can give people/businesses my money.

Business Response: Business' Initial Response /* (1000, 8, 2013/08/09) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's inability to initiate transactions that use DR systems. The complaint states that the customer believes his information has been incorrectly flagged as fraudulent within DR systems. As such, the customer requests for these flags to be removed from his account. Per DR customer service, there are no records of this customer contacting DR in relation to this issue. Per the customer's request, this customer's account has been cleared, and the customer should no longer have issues placing orders due to DR's systems. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased Final Fantasy A Realm Reborn, and was not provided the product key. I had placed an order for a digital copy of "Final Fantasy: A Realm Reborn" on 8/24/13, and did not receive the product key. I contacted their customer service that night via email, and once again on 8/25/13 in the morning and received no response. After which, I attempted to check the status of my order online only to receive a prompt that indicated my order number was no longer valid despite the charge on my credit card. I called their customer service line at around 11am est on 8/25/13 and was told that there was nothing they could do and to call back in a few hours as they were undergoing maintenance (their site indicated that maintenance started at 7am CDT and would end four hours later...) After much thought I decided I wanted to cancel my order so I called when maintenance should have been over as stated on their site (around 12:55 pm) They looked up the order, apologized and said that they were still not going to do anything and told me to call back in another four hours. I said that I wanted to cancel my order because this was bad business - and it's down right suspicious that they keep telling me to call back in four hours...Why? So that they close and I won't be able to get a hold of anyone?....They even refused to cancel my order upon my request and I still have no product. This really blows because I wanted the early access I paid for as well, and that's time I can never get back! It also stinks because I feel very ripped off paying for something only to get nothing. In my mind it is only logical that if you can take an order and charge someone for it, then you can most certainly cancel it.

Desired Settlement: I would really like my order to be canceled, and to have my credit card refunded. Sadly, there isn't much can be done about the time wasted and the inconvenience this has caused me.

9/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I placed and order for software which was verified on August 19, 2013. Order nor sent and cancelled on 8/26. Order then sent on 8/27. Order #******* placed 8/19/2013 Site states 2-3 business day turnaround Called customer service on 8/26/2013 spoke with customer service rep #******(*****). He was no help so I cancelled the order. Received email on 8/27/2013 that order was shipped and JourneyEd charged my account.

Desired Settlement: I want this charge removed - the order was cancelled prior to shipment and the company sent it anyway.

9/6/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Victim of Consumer Fraud and Breach of Financial Contract terms listed under their Term of Sales listed on their website. I purchased the Digital Product Final Fantasy 7 from the Square-Enix online store that is outsourced to Digital River on August 31st, 2012. I recently purchased a new computer and wanting to use my product I had purchased by downloading is again for use. When I had went to Digital River's website Findmyorder.com and followed is instructions, it stated that it could not find my order and also that my order number and password were incorrect. I went through the retive my pass word option to get it emailed to me the email confirmed the order but the email portion where the password was suppose to be was blank. I contacted several times to Digital River email support for info on how to correct this issue and they kept emailing me default premade responses that did not help correct any of the issues. I finally decided to contact their customer service number and the Representative that I spoke to informed me that the link unto my product to be able to download had expired. I had asked the Rep what did that mean expired, she stated that the product is only available to download for only 30 days. So I asked if I still owned my product and she stated I did but she would have to extend my download link to my product for another 30 days. I clearly asked her why again is my product not available to download anytime since I read their Term of Sales agreement I had to comply with and no where does it state that product are only available for 30 days and/or access to the product within that time. She then transfered me to a person who claimed to be a supervisor in which stated the same statement and told me that for the time being until they can reset my password that I had no access to my purchased product. Then I continued to state that since they accepted my funds and per their Term of Sales in which they were violating that I did not have access to my purchased product once the 30 days had expired. I also have preordered another product from Digital River through the outsourced website of Square Enix in which I have a fear the same form of fraud sould occur again but with this new product. The order number for the product is *********** placed on August 31st of 2012, their terms of sale agreement in which does not state anything about 30 days only access to any purchased product can be read here: https://store.na.square-enix.com/store/defaults/en_US/DisplayDRTermsAndConditionsPage/eCommerceProvider.Digital+River+Inc.#

Desired Settlement: I would like the company Digital River to create a permanant access to all purchased materials through their website. I would like 24/7 access to my product anytime I would like to use it. I want Digital River to completely disclose their business practices clearly and boldly to show no form of misrepresentation of their products or 3rd party products purchased on their website by full disclosure of Terms of Use and sales information on digital downloads.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/23) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a computer game. The complaint states that the customer believes he no longer has download access for the computer game he purchased last year. As such, the customer requests access to this download and clarification of the policies surrounding extended downloads. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service contacted the customer by email and provided the password necessary to access to this past order. The computer game purchased by the customer was made available for download through August 19, 2013. DR does not currently offer full-time download access to games purchased in the past. It is recommended that the customer create a back-up of this game. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want a refund of my purchase for $149.99. Request continually being denied. I was called on July 12, 2013, and told that the repesentative was from microsoft windows. He claimed that my computer needed to be fixed with protection from them for $149.99 for two years. The product was Gold (43074-2) and the order ID # is **************. Sales rep was very hard to understand. Each time they call back, they claim they need money in return for money or try to offer anything but a refund. We have reset our computer to before the date of purchase. The phone calls are harassing and they call at all hours of the day, including 5:30 in the morning.

Desired Settlement: A $149.99 credit without continual harassment phone calls.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer experienced technical and other communication issues with the software and its publisher. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR was not involved in the discussions referenced in this complaint. The customer will need to resolve these issues with the software's publisher directly. Per the customer's request, DR customer service provided the customer a full refund for $149.99 on August 1, 2013. This credit should have appeared in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SUBJECT: Refund from SWREG Inc. SWREG inc. agreed to giving me a refund for the service I purchased from them on March 21. This service was paid for with a credit card. The service was not acceptable and I requested a refund. They stated it would take about five Weeks for the refund to be processed. When they called me about the refund of the $124.65, the method of payment was not satisfactory to me. They wanted me to set up an account with Western Union or Pay Pal and they would send me $500.00 from which I was to take my refund and send the balance of the money to an address in India. After much discussion with them about this method of payment not being acceptable and questioning them about crediting my credit card with the refund, they said they could not send it to my credit card because they were locked out. l did not understand Why this was the case and requested they send me a refund in a check. Because l did not accept their method of payment, they 'put a lock on my computer' and I could not use it. I had to take my computer to Best Buy to get it unlocked. Best Buy said they were unable to unlock it and needed to put in a new hard drive which they did at the total Cost 'for service and merchandise with taxes of $202.19. Yesterday, July 24, 2013, they called me back with the same deal but would refund 5500.00 to my credit card. I gave them a credit card number and they debited my account for $500.00 and $542.00. My credit card company called me about the transaction because there was no money in that account for them (SWREG Inc.) to receive. I gave them that account because I was afraid they were going to do what they did. They called me back and said they had made an error and that it was after 7pm and Western Union was closed. They were to call me back at CST today (Thursday, July 25, 2013) to continue with the transaction. They did not call me back at that time and I was not available after 10am. Meantime, last night they fixed my computer in such a way that I not use it. I have Microsoft XP on my computer and they set it where I would have to put in a password to open up my computer. I do not know `the password that is required, consequently, I cannot presently use my computer for a second time. I don't know how they can do this. I do not owe them any money but they owe me. They also need to pay me for the money i had to spend unnecessarily to fix my computer that was not broken until they locked me out. We concluded communication about last night and they were to call me back at 8:30am his morning. I told them (SWREG inc.) that I would not be available after 10am today. They did not call me at the designated time. They also fixed my computer where I could not use it by putting a password on the software Microsoft XP. This has prevented me from being able to use my computer. I am writing this letter on someone elses computer.

Desired Settlement: I would appreciate some assistance with this company and some serous information on them being able to lock down my computer. I did nor solicit services but they came onto me by telling me I had a number of programs that were running and were causing problems with my computer. i trusted them because they were connected with Microsoft Whom l had had a contract with for Servicing my computer.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a software product. The complaint states that the customer experienced technical and other communication issues with the software and its publisher. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. DR was not involved in the discussions between the software publisher and the customer, which are referenced in this complaint. Per DR records, the only DR order for this customer occurred on March 21, 2013, in the amount of $124.66. This order is currently in chargeback status with the customer's bank. DR is happy to provide the customer a refund for this order, but cannot process a refund until the chargeback is removed. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc.

8/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased and installed Anmosoft Windows Password Reset Professional. Software didn't list accounts per instructions. Emailed company 4x of issue. Per the product instructions, if users receive a blank screen they should send Anmosoft the computer brand, OS, and motherboard model. The information below was sent to Anmosoft/SWReg Digital River multiple times without any response. Order Number: U5577367701 Product Name: Anmosoft Windows Password Reset Professional Windows Version: Windows 8 PC Brand: HP Motherboard Model: Ladybird-B My Problem: I was able to create reset disk/USB flash drive. I reboot into UEFI Application, then into Windows Reset Password. I can start the software, but there are no Windows OS listed in Windows system box.

Desired Settlement: I want my refund for a program that doesn't work and has no support.

8/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a digital copy of Final Fantasy for pc advertised as being exclusive only to find out a year later it wasn't I bought a "Exclusive" meaning "One" source, Final Fantasy 7 digital download from the Square Enix website last August 2012, on July 4th 2013 they re-released the same game on the steam gaming network and refused customers steam keys, as they false advertised by saying the game was Exclusive to only the SE store when it clearly wasn't, I believe that it's illegal and all customers are entitled to a full refund or a steam key as many people have requested, had we known the game wasn't exclusive to the SE store and that it was going to be released in other outlets greenmangaming.com/gamersgate.com etc, many of us wouldn't had bought it this is shady business, the game should have been advertised as "Semi-Exclusive" if it was later going to be released on a different source, I say shame on you Digital River and hope you do the right thing because you and square enix have made alot of people mad

Desired Settlement: Refund Or Steam Key

Business Response: Business' Initial Response /* (1000, 6, 2013/08/11) */ Digital River, Inc. ("DR") is in receipt of a complaint from a customer regarding the customer's purchase of a video game. The complaint states that the customer was unhappy with the later release of the same game from a different outlet. As such, the customer requests a full refund for the purchase price. By way of reference, DR provides outsourced ecommerce reselling services to product manufacturers and developers to assist them in selling their products on the internet. Per the customer's request, DR customer service provided the customer a full refund for $5.99 on August 3, 2013. This credit should appear in the customer's account within 3 - 5 business days. DR apologizes for any inconvenience experienced by the customer. Sincerely, Digital River, Inc. Consumer's Final Response /* (-5, 5, 2013/08/03) */ this report is silly.


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7 Customer Reviews on Digital River, Inc.
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