Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a known website run by REMOVED. They prey on vulnerable people. During a mental health crisis last year, I became extremely alarmed about my cyber security. I got in touch with an agent who upsold me on $300 worth of products that I didn't need which did nothing to improve my security concerns. After receiving this software that did not work as intended, I asked for a refund last December and they refused. I asked them instead to cancel all of my subscriptions. This happened over the phone, their online chat service did not work. They confirmed the cancellation on the phone but didn't follow up with me via email. I was charged $39.95 for one of the subscriptions that I cancelled last year at 12:48 am REMOVEDyesterday morning, one year after my initial purchase. When calling to explain the mistake and ask for a refund, they refused and told me to contact my credit card company. I again asked them to cancel all my subscriptions. They sent an email cancelling the service I was billed for yesterday morning. I asked to speak to a supervisor, they promised to have one call back but never followed up. Today I saw more services listed on my original invoice that were not cancelled so I had to follow up again. They told me I was signed up for two additional subscriptions that they then sent cancellation emails for. This company is not to be trusted and impossible to deal with. I never received an invoice for one of the services that was cancelled today, order #REMOVEDfrom US Tech Support. They take advantage of people who are susceptible to fear mongering and constantly upsell unnecessary services. They rely on recurring subscriptions that will go unnoticed so they can continually make money off of these people.

  

  Business Response

  Date: 12/01/2025

  Hello REMOVED, 
  
  Im very sorry to hear about the billing frustrations. Your interaction clearly fell short of the level of service we strive for, and I appreciate you bringing it to my attention.
  
  Ive requested that the support team process the refund you asked for, and Ill also be reviewing the details of your case to understand where our service can improve. 
  
  Please do not hesitate to contact me directly at REMOVEDif you need more assistance or would like to share more. I'm always happy to help!
  
  Best,
  REMOVED.
  Reputation Manager

• Initial Complaint

  Date:11/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October REMOVED, I was trying to renew a Spyware program I was already using on my computer. I called the number provided and got US Tech Support and was told the two were connected. After putting on two different programs, iolo Support and MyCleanID Support, I was told we were done. The cost for three years for both was $180.78. I tried the new programs for two weeks and did not like them. I called back on October 30, 2025 and told them I wanted to cancel the order and wanted my payment refunded. I was told that since there was nothing wrong with the programs that I could on receive a 50% refund!!!.. I have received two credits, one for $64.44 and another for $25.94. You ususally receive a 100% refund within the first 30 days and I canceled within 15 days. There two programs have been uninstalled. I was willing to give the new programs a try but as I said I did not like them and how they made my computer work...Obviously, US Tech Support is NOT a business I want to do business with and will NEVER recommend to anyone. I would appreciate a FULL refund!! Techs I talked to - install REMOVED(female) and rufund REMOVED.

  

  Business Response

  Date: 11/17/2025

  Hello REMOVED,
  
  I'm very sorry to hear about your experience, and I appreciate you taking the time to explain exactly what happened. You should never feel pressured to keep software you dont want. I understand your frustration and I appreciate your patience while I looked into your case. 
  
  I have instructed the support team to issue you the requested refund amount. Please allow a few business days for that to be reflected back into your account. If you ever have problems in the future, please contact me directly at REMOVEDand I will assist you personally. Again, I'm sorry for your troubles.
  
  Best,
  REMOVED. 
  Reputation Manager

  Customer Answer

  Date: 11/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVEDAnn REMOVED

• Initial Complaint

  Date:08/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few weeks ago I tried to call US tech support with an issue- their phone number ng Then I decided to cancel my account I tried calling in order to cancel my account and monthly recurring billing. I decided I would just pay as needed, which is an option they offer.I tried repeatedly over many days to call them. Their phone number is no good. After five days of calling multiple times a day to cancel. Feel that this company has gone out of business or is not operating in a professional manner since they no longer offer support services or have working phone # I did not want to do this but I could think of no other way to cancel than to stop-payment on my monthly cc charge. I totally wanted to call them and tell them But was 100% unable to do so. So now at least I am no longer paying for a service I am unable to cancel. Finally they have made contact with me by email to let me know I'm not paying But I'm still 100% unable to cancel Legitimate businesses do not behave in this manner. I want to report them for being unreasonable in order to get either tech support services or to speak to someone to cancel.Please advise

  

  Business Response

  Date: 08/20/2025

  REMOVED
  REMOVED
  
  Date: 8/20/25
  
  Complaint ID: REMOVED
  E-mail: REMOVED
  
  Dear Ms. REMOVED
  
  Thank you for contacting us through the Better Business Bureau. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. 
  
  We sincerely apologize for any difficulty you had when attempting to contact us.   Our website offers options to contact us via phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Your USTechSupport LiveTech for 1 Computer and 1 Mobile Device subscription was cancelled as of August 13th.   There will be no additional monthly charges. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  If you need further assistance, please contact REMOVEDat?REMOVED.?
  
  Sincerely,
  
  REMOVED.
  Contact Center Operations Director

  Customer Answer

  Date: 08/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/17/2025, advised that I did not have a valid subscription for technical support every time I call for support. I have a valid subscription thru 10/15/2025 as per the email sent to me from US Tech support dated May 13 , 2025 and ticket no. REMOVED. They can not get their records straight. Talked to supervisors, accounting department, customer service, and esclation team with promises that It will be sorted out, but it never is.

  

  Business Response

  Date: 08/05/2025

  REMOVED
  REMOVED
  REMOVED
  
  Date: 8/5/25
  Complaint REMOVED
  E-mail: REMOVED
  
  Dear REMOVED,
  Thank you for contacting us through the Better Business Bureau. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We do apologize for the frustration you have been experiencing when you call customer service for technical REMOVED.   There has been a notation on your account since May that any request for technical support will be honored until October 15, 2025, when your System Mechanic Ultimate Defense license expires, although the last automatic renewal of your LiveTech 24/7 Support Service subscription was cancelled November 17, 2024, and the charge refunded.  The confusion is happening because when your account is first accessed by customer service or our technicians the last subscription transaction correctly reflects the November cancellation and refund of the LiveTech 24/7 service.
  
  We are working on a resolution to make the notations about honoring your technical support request more quickly accessible.  In the meantime, we recommend that when you call provide the ticket number REMOVEDand ask the team member you are speaking with to please review the notes tied to order ID REMOVED. 
  
  We appreciate your business and your patience while we determine the best solution that will work within our system setup.
  
  Sincerely,
  
  REMOVED.
  Contact Center Operations Director

• Initial Complaint

  Date:05/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I discovered a charge on my credit card from REMOVED(a subsidiary of USTech Support) and I filed a fraudulent charge report with my credit card company (One Card). I have spent the past couple of months going back and forth with my credit card company and this outfit and have gotten no where. This is a fraudulent charge. I did not make it, do not need their service, and I have never heard of this company.

  

  Business Response

  Date: 06/02/2025

  REMOVED
  REMOVED
  Apt. 144
  REMOVED35758
  
  Date: 5/21/25
  
  Complaint ID: REMOVED
  Emails: REMOVED;REMOVED
  
  Dear Ms. REMOVED
  
  Thank you for the opportunity to respond. We regret that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.  Our records do not reflect any calls received from the phone number provided with these orders (or this complaint), nor any other contact received directly from you in reference to your account.
  
  As stated in our previous response to your first complaint (#REMOVED) filed April 23, 2025, in February, 7 different software licenses were purchased (including MyCleanID) using your billing information and the REMOVEDemail address.  Six of those were refunded on March 3rd due to a system alert. The chargeback

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this for my mother REMOVED. My name is REMOVED. My mother is 87 years old. Yes, she signed up for their service, but she did not need it. Nor did she understand what she was signing up for. When she called for support today because she got a spam text on her phone they tried to sell her another service.They are preying on senior citizens! When she did request support previously, they needed me to be present. If I need to be here to help them help her, what does she need them for? No support from them has been done as of this time. She has paid them $499.95, $99.00, $419.00 & $54.95 for $1072.90 total. I would not expect a 100% refund, but she's gotten 0 service from them, and nothing is set up because they do not understand that they are dealing with a someone who is 87 years old & who's mental capacity is not what it used to be. She is not a stupid woman but can't do things like she used to. It happens to REMOVEDprey on senior citizens. They should be more cognizant of who they are dealing with & stop trying to sell her or me services.I've been on hold with them trying to get this resolved now for 30 minutes & counting & they keep trying to talk about their service when they do get on the phone.

  

  Business Response

  Date: 03/12/2025

  REMOVED
  REMOVED
  REMOVED
  
  Complaint REMOVED
  E-mail: REMOVED
  
  Date: 3/12/25
  
  Dear Ms. REMOVEDyou for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret if you found your contact with our customer service team frustrating. We will relay the information from your experience in order to improve our customer service going forward.
  
  Our records show you were able to resolve your mothers account through customer service on March 6, 2025. Refunds were issued for $499.95 for USTechSupport LiveTech for 3 Computers and 3 Mobile Devices; $99 for iolo System Mechanic Ultimate Defense 3-years; $419 for USTechSupport LiveTech for 1 Computer and 1 Mobile Device;and $19.95 for USTechSupport LiveTech for 1 Computer and 1 Mobile Device.
  
  In regard to additional offers, those are based on account history and reason for the call, our agents may be offered other available products or services. We want to make sure our customers are aware of current offers and additional products that might better meet their needs. We understand while attempting to resolve your mothers account issues, this was not the best choice from our agents.
  
  Ms. Burgessaccount is now closed, and nothing further will be billed to you. If you need further assistance, please contact US Tech Support REMOVEDtoll free at REMOVED.
  
  
  Sincerely,
  
  REMOVED.
  Contact Center Operations Director

• Initial Complaint

  Date:01/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Found an item on my REMOVEDdid not authorize. Its called CBD US Tech Support REMOVEDUS charge 20.95Canadian charge REMOVEDDecember 25, December 26 do not understand this charge and its going to be reoccurring. Thank you, REMOVED.

  

  Business Response

  Date: 01/23/2025

  REMOVED
  REMOVED, ON N0K 1N0
  
  Date: 1/22/2025
  Complaint ID: REMOVED
  E-mail: REMOVED
  Dear Mr. REMOVED

  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.

  Our records reflect that on December 25, 2023, you purchased a special promotional offer for a System Mechanic Ultimate Defense 1 Year Whole Home License and a year of REMOVEDLiveTech Support Service for 1 Computer and 1 Mobile Device for a total of $179.00 USD.  Each included automatic renewal unless you contact customer service to cancel.  At the end of the first year the USTechSupport REMOVEDwould revert to a monthly auto renewal for the regular price of $19.95 USD (plus any applicable sales tax) billed each month.  The System Mechanic Ultimate Defense would renew annually at the regular price of $79.95.

  On August 10, 2024, you account reflects that you purchased an additional year of System Mechanic Ultimate Defense for $19.95.  This extended the original renewal date from December 25, 2024, until 2026.

  On December 25, 2024, your USTechSupport REMOVEDrenewed as scheduled for $19.95 since we had not received a cancellation request. 

  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit; in exception to the terms of your purchase which state that monthly and annual subscription fees are not refundable, a refund of $20.95 USD has been issued.
  The USTechSupport REMOVEDis now canceled. 

  Your System Mechanic Ultimate Defense remains active with an automatic renewal date of December 25, 2026 unless you contact customer service to cancel before the scheduled renewal.  If you need further assistance, please contact US Tech Support REMOVEDtoll free at REMOVED.
  
  Sincerely,
  REMOVED.
  Contact Center Operations Director
  us why here...

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22840115
  
  I am rejecting this response because:

  in REMOVED, this is called negative billing and it is illegal

  please cancel these automatic renewals were nowhere to be found when accepting these one year promotional for additional security what time was added

  I repeat I do not want this. Cancel immediately.

  Thank you REMOVED

   I  watched and did not sign on line email or ask any conversation about auto billing

  I always paid this bill when necessary to increase my days of security

  this Tech Support addition as I said  certainly shows confusion after a year
  

  I will contact my credit card company in REMOVEDand have them investigate as fraud their sign  up procedures 

   

   

  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/06/2025

  REMOVED
  REMOVED, ON N0K 1N0
  
  Date: 1/22/2025
  Rebuttal Complaint ID: REMOVED
  E-mail: REMOVED
  
  REMOVED
  
  Thank you for the opportunity to respond.
  
  We make every effort to be forthcoming regarding our promotions and offers for our System MechanicUltimate Defense software.  All of our special promotionally discounted System Mechanic Ultimate Defense and USTech Support LiveTech Support Service offers include automatic renewal unless you contact customer service to cancel prior to the renewal date.  Our System Mechanic Ultimate Defense software includes an annual renewal.  Normally the LiveTech Support Service is offered as a monthly subscription that automatically renews for $19.95 USD each month, an annual total of $239.40 (plus any applicable tax).  Our records reflect you took advantage of a special offer for a prepaid 12 months of LiveTech Support Service for $142.02 (a 60% discount) with a monthly auto renewal at the $19.95 rate beginning at the end of the prepaid period.
  
  Information regarding the terms of any offer (including auto renewal) is clearly stated in the online shopping cart prior to any personal information being entered and before the order is finalized.  These terms are also included in your order confirmation email.   By submitting your order, you agreed to the terms and conditions of the purchase and provided your authorization of future charges associated with automatic renewals of the service/software purchased.  We regret if you found the offer unclear in any way.
  
  As stated in our previous response, the December 25th charge of $20.95 USD for the LiveTech Support Service renewal was refunded, and that subscription cancelled.
  
  As of February 5, 2025, your System Mechanic Ultimate Defense has also been cancelled and therefore will not be renewed.   You will see no additional charges unless you choose to may a purchase in the future.
  
  If you need further assistance, please contact US Tech Support REMOVEDtoll free at REMOVED.
  
  Sincerely,
  
  REMOVED.
  REMOVEDOperations Director

  Customer Answer

  Date: 02/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  there software wasnt working when they let me go and they said to call back if i had problems and i did and then this guy got smart with me and said my computer was to slow after the other tech went threw my pc when the was connected to it and deleted alot of my software out of my computer so now i dont have that software anymore and never got theres to work and want to know how much is my refund and some kind of proof of getting refund thanks REMOVED

  

  Business Response

  Date: 01/21/2025

  REMOVED
  REMOVED
  
  Date: 1/17/25
  
  Complaint ID: REMOVED
  E-mail: REMOVED/ REMOVED
  
  Dear Mr. REMOVED
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Our records reflect that you purchased our MyCleanID Software 1 Year License for 1 PC for $19.99 (plus applicable sales tax) on January 10, 2025.  When you contacted us on January 11th, this subscription was cancelled and a refund of $21.49 was issued.  We ask that you allow 5 7 business days for the funds to post.
  
  Also on January 11, 2025, GetMyDrivers Software 1 Year License was purchased for $19.95.  From the information included in this complaint it appears this software may have been used to update some of the drivers on your computer to improve communication between your computers operating system and hardware.
  
  Please be advised that a review of your account reflects that you have the following software licenses still active with automatic annual renewal scheduled on the dates noted.  These licenses will automatically renew at the regular price per the terms of your purchase unless you contact customer service to cancel before the renewal date.
  
  SUPERAntiSpyware PRO 3PCs 1Year   -   renews September 7, 2025.
  MyCleanID Software 3 Year License for 1 PC   -   renews September 7, 2027.
  iolo System Mechanic Ultimate Defense 1-year   -   renews November 14, 2026.
  GetMyDrivers Software 1 Year License for 1 PC   -   renews January 11, 2026.
  
  If you need further assistance, please contact REMOVEDvia our Live Chat REMOVEDat REMOVEDor call REMOVED. 
  
  Sincerely,
  
  REMOVED.
  Contact Center Operations Director

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Convinced me to buy an expensive program for my computer. I did out of fear. I cancelled everything on 11/09/24. Which was within 30 day timeframe. I was still billed for the charges. I filed a dispute with my credit card company. Theyve notified me that the company said they have a no refund policy. I an an elderly, widow with a limited income. They used scare tactics to convince me I needed this extra protection. This was a 3 year plan and I cancelled it in less than 30 days

  

  Business Response

  Date: 01/24/2025

  REMOVED
  Winamac, IN 46996
  
  Date: 1/21/25
  
  Complaint REMOVED
  E-mail: REMOVED 
  
  Dear Ms. REMOVEDyou for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you have been a customer since 2022 and purchased our REMOVEDand MyCleanID Software 3 Year License on October 17, 2024.  You were billed for these two services at the time of purchase. We apologize if you were treated less than professionally by any member of our staff. It is not our intent to cause overdue concern or fear when discussing the value and increasing need for identity protection services.  We want our customers to be aware of the products and services we have available that might best fit their needs.
  
  When you contacted us on November 9, 2024, your stated you wanted to stop any more charges, so all of your active licenses and subscriptions (REMOVED, MyCleanID Software 3 Year License and iolo LiveTech REMOVEDwere canceled per your request.  This cancelled any future scheduled automatic renewals and fees.
  
  On December REMOVED, due to your dispute, your financial institution reversed the payment of $499.95 for the REMOVED, $64.17 for MyCleanID Software 3 Year License and $19.95 for the iolo LiveTech REMOVED(the regular monthly renewal fee that had billed as scheduled on November 5th).  The credits created by the payment reversals were removed on December 7th when the dispute was settled in our favor because documentation was provided showing the terms of your purchase.   The terms of purchase state Refunds for purchases of standalone Software (not provided as part of a service such as REMOVEDand LiveTech Support) will be granted only to users who contact Real Defense within thirty days of purchase.  Monthly and annual subscription fees are not refundable.   Therefore, technically the only purchase that qualifies for a refund is MyCleanID Software 3 Year License with cost of $64.17.
  
  While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.  As a gesture of goodwill and in exception to our advertised policy, refunds of $64.17 and $499.95 for the MyCleanID Software and REMOVEDhave been issued.  Because of the dispute we are unable to issue the refunds to your credit card so a check will be issued for the refunds.  We will need your full address to send the check and noticed that you did not include a complete address with your initial order or this complaint.   Please forward this information to the Better Business Bureau of REMOVED, REMOVEDin the form of a Rebuttal to your complaint #REMOVED.  Once we receive the complete address a check will be issued and mailed to you. Thank you for your understanding in this matter.
  
  Your software license and service subscriptions remain cancelled.  You will see no future charges.  Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Sincerely,
  
  REMOVED.
  Contact Center Operations Director

  Customer Answer

  Date: 02/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  

  my address is:                                               REMOVED,                             REMOVEDrem; -webkit-text-size-adjust: 100%;">Winamac IN 46996 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted customer REMOVEDto cancel this service and was directed to uninstall the product 12/5/2024 over chat with an agent. I was billed again 12/31/24 and have been unable to reach customer service so I disputed with my credit card company

  

  Business Response

  Date: 01/11/2025

  REMOVED
  REMOVED
  
  Date: 1/7/2025
  
  Complaint ID: REMOVED
  E-mail: REMOVED
  
  Dear Mr. REMOVEDyou for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you initially purchased a special promotional offer on March 31, 2024, for $19.95 MyCleanPC Software 1 Year License with automatic annual renewal.  The offer included a free one-month trial of MyCleanPC Live Tech Technical Support which would renew monthly for $19.95 if not cancelled prior to the renewal date.
  
  On December REMOVED, your MyCleanPC Software 1 Year License was cancelled per your request, stopping the annual renewal, but the REMOVEDservice was not cancelled and remained active.  It renewed as scheduled for $19.95 on December 31, 2024.  We regret if there was any miscommunication regarding what was cancelled and what remained active.
  
  On January 3, 2025, your credit card reversed the December payment of $19.95 for the MyCleanPC LiveTech renewal. This chargeback created a credit (refund) of $19.95 in your favor.   The REMOVEDwas cancelled at this time.  You will see no additional auto renewals or charges.
  
  If you need further assistance, please contact REMOVEDtoll free at?REMOVED.
  
  Sincerely,
  
  REMOVED.
  Contact Center Operations Director