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:10/01/2024

  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.

  Originally called **** company to have an upgrade to System Mechanic. I received an email from them for $14.95 pre upgrade price. They actually charged me $19.95, this was mentioned early on the the Chat session. During the interaction with their tech support through a Chat session, they started selling the US Support. They said I would receive a discount for service $369.00 I agreed but no license information was ever mentioned. Like they keep half of the payment no mater what.They scheduled a tech to call within 2 to 4 hours that never called. I got tired of waiting after 6 hours after scheduled time and decided to cancel the service on the same day at the time I called them. They would only refund half of the $369.00 purchase price and they had done nothing to service my computer.I told them I wanted a full refund as they have done nothing to warrant the $369.00 payment. They were so apologetic but their main interest was to keep as much of the original payment as possible. They only refunded $184.00 of the original $369.00 payment. It is obvious they have had problems in the past with their business structure, and I am sure they have plenty of attorneys on the payroll to fight whatever disgruntled sales they have come back their way.This company is build on a SCAM and should be shut down by the *** and/or FTC in which, I have listed a complaint.

  

  Business Response

  Date: 10/10/2024

  Greg Davis
  9170 S Egret Ct
  Gilroy, CA 95020
  
  Date: 10/10/24
  
  Complaint ID: 22364243
  E-mail: [email protected]
  
  Dear Mr. Davis,
  
  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 September
  28, 2024, you accepted an offer for 2 years of USTechSupport LiveTech Support
  for 1 Computer and 1 Mobile Device at the discounted price of $369.00.  The $19.95 billed on September 26th was the monthly automatic renewal fee for iolo LiveTech 24/7 Technical Support
  service that had been purchased in August.  The iolo LiveTech 24/7 was cancelled when the 2-year offer was accepted.
  
   Also on September 28th, your USTechSupport
  LiveTech Support subscription was cancelled. We regret that you decided to
  cancel your service because you did not receive a callback from a technician
  within the timeframe you were told.  While we do make every effort to ensure our technicians are able to
  resolve each ticket in a timely fashion, there are times when we do have a
  higher-than-average turnaround time; we understand how frustrating this can
  be.   
  
  Our advertised guidelines for a refund
  within 30 days of initial purchase (installation) applies to our software
  programs not to 24/7 Live Support services. A 50% refund of $184.50 was issued
  at the time of your cancellation as an exception since the refund guidelines
  for LiveTech Support state if there is an open ticket for additional support
  still pending longer than 10 days a partial refund can be issued.  
  
  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 the terms of your purchase, an additional refund
  of $184.50 has been issued.  Please allow
  3-5 business days for the funds to post.
  
  Your USTechSupport LiveTech Support
  Service for 1 Computer and 1 Mobile Device remains cancelled, nothing further
  will be billed.  If you need further
  assistance, please contact Customer Service toll free at?(801) 523-6766.?
  
  Sincerely,
  
  Morgan
  M.
  Contact
  Center Operations Director
  

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22364243, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Greg Davis

• Initial Complaint

  Date:09/26/2024

  Type:Product 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 purchased a service from a Real Drfense on 27 August 2021 at a promotional rate. On October 27, 2022, I canceled this service, believing the cancellation to be effective immediately. However, I recently discovered that the company continued to bill me through ****** without my knowledge or consent.Upon realizing this ongoing charge, I promptly contacted both ************ and ****** to request a refund for the unauthorized ********. Both parties denied my refund request, citing information that was apparently shared between them but not disclosed to **** have not logged into or utilized the service since the original purchase date, as I believed it to be canceled. The company's failure to honor my cancellation request and their continued billing without proper notification constitutes a breach of trust and potentially deceptive business practices.I am seeking a full refund for all charges incurred after my cancellation date of October 27, 2022, as well as a formal explanation for why my cancellation was not processed as requested.

  

  Business Response

  Date: 10/10/2024

  Sandra Cooper
  1983 Oakwell
  Farms Pkwy APT 603
  San Antonio, TX
  78218
  
  Date; 10/8/24
  
  Complaint ID:
  22263237
  E-mail: [email protected]
  
  Dear Ms.
  Cooper,
  
  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 make every
  effort to be forthcoming regarding our promotions and offers for our iolo
  System Mechanic software.  The majority of the System
  Mechanic software offers renew annually unless you contact customer service to
  cancel before the scheduled renewal date. Information regarding the terms of any offer (including auto renewal)
  is provided in the online shopping cart prior to any personal information being
  entered.  These terms are also included
  in your order confirmation email.  The terms of your
  initial purchase state that “Monthly and annual subscription fees are not
  refundable.”
  
  
  Our records reflect that you purchased a
  1-year license for the System Mechanic Standard software on August 27, 2022,
  with an annual auto renewal at the regular prices of $49.95.  This offer also included a one-month free trial of iolo LiveTech 24/7
  Technical Support which would automatically renew monthly at a cost of $19.99
  plus any applicable sales tax if not cancelled prior to the renewal date.
  
  On September 27th, and
  October 27, 2022, your LiveTech 24/7 Technical Support subscription
  renewed as scheduled for a total monthly fee of $21.55.  Also, on October 27th your
  LiveTech Support was cancelled per your request, as confirmed under the product
  listing in the email screenshot you included with this complaint.  There have been no additional renewal fees
  charged for the LiveTech 24/7 Technical Support subscription since October 2022.  Your System Mechanic software 1- year license
  remained active since you only requested cancellation of the monthly LiveTech
  Support service. 
  
  On August 27, 2023, the annual renewal
  of your System Mechanic Standard license was processed as scheduled for the
  regular price of $49.95. 
  
  Since we did not receive a cancelation
  request prior to the August 27, 2024 annual renewal date, your System Mechanic
  Standard license was again renewed as scheduled for the regular price of
  $49.95.   Also, on August 27, 2024, your
  System Mechanic Standard license was cancelled per your request.  
  
  On September 4,
  2024, your
  financial institution reversed the payment of $49.95 for the recent annual
  renewal fee. This chargeback created a credit for the August 27th charge.  The payment reversal was not contested which allows
  the $49.95 chargeback credit to stand as a refund.  
  
  Your System Mechanic Standard license
  remains cancelled since August 27, 2024; the LiveTech 24/7 Technical Support has remained
  cancelled since October 2022.
  
  If you need
  further assistance, please contact Customer Service toll free at?(801) 523-6766.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director
  
  
  
  

• Initial Complaint

  Date:04/02/2024

  Type:Customer Service 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 pay monthlly and they say the call my cell phone and they don't. they use excuses and won't provide me the service i pay for. they will not reimburse my my funds as they do not even help fix your computer. they are a total scam they also try to sell you a bigger program on every contact when i tell them not to

  

  Business Response

  Date: 04/04/2024

  *****************************
  CO *****
  Daytime Phone: **************
  
  
  Date: 4/4/2024
  
  
  Complaint ID: ********
  Email: ******************
  
  
  Dear Ms. ******
  
  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 indicate that you originally purchased USTechSupport LiveTech for 1 Computer and 1 Mobile Device for a monthly fee of $19.95 on August 19, 2019.  *********** has been renewed each month since as scheduled, until March 19, 2024.
  
  We regret to learn of your dissatisfaction with our service, and truly appreciate your input about both the quality of service provided as well as your customer experience when calling us.  While we do make every effort to ensure our technicians are able to resolve each ticket in a timely fashion, there are times when we do have a higher-than-average turnaround time;we understand how frustrating this can be.
  
  As a gesture of goodwill refunds totaling $59.85 for monthly fees charged since January 19, 2024, have been issued.  Please allow 3 5 business days for the funds to be posted. 
  
  Your USTechSupport LiveTech subscription has now been cancelled.  You will see no additional renewal fees unless you choose to place a new order in the future.
  
  If you need further assistance, please contact **************** toll free at?*************.?
  
  Sincerely,?? 
  
  ****************? 
  Contact Center Operations?Director
  
  
  
  

• Initial Complaint

  Date:03/05/2024

  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 4/27/23, I subscribed to this service, which included a 30-day money back guarantee. I cancelled the service on 5/25/23, and was told I would receive a full refund. I subsequently called several times to inquire about the refund and was told each time that they would investigate and call me back. No one ever did. Today, 3/5/24 (after calling 3 times in a row, being put on lengthy holds and then disconnected), I was finally able to speak to a supervisor namedo ****, who informed me that because I had never specifically requested a refund (untrue), none could be provided as "it [had] been too many months."

  

  Business Response

  Date: 03/11/2024

  ***************************
  2666 PO Box
  Hollywood, ** 90078
  
  __________________________________________________________________________
  March 11, 2024
  Complaint ID: ********
  E-mail: ****************
  
  Dear ****************,
  
  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 indicate that on April 28,2023, you purchased, a 1-year System Mechanic Ultimate Defense 1 Year Whole Home License and ********************** LiveTech for 1 Computer and 1 Mobile Device for a total cost of $179.00 each of which would auto-renew annually at the that price plus any applicable sales tax unless you contact customer service to cancel prior to the renewal date.
  
  On May 25,2023, your System ***************** license was cancelled per your request.  We regret any miscommunication initially regarding a refund request.  Although the 30-day MBG has expired as a courtesy, a refund of $179.00 has been issued.  Please allow 3 5 business days for the credits to post.
  
  If you need further assistance, please contact **************** toll free at?*************.?
  
  Sincerely,?? 
  
  ****************? 
  Contact Center Operations?Director
  
  
  
  

  Customer Answer

  Date: 03/11/2024

   
  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,
  
  ***************************

• Initial Complaint

  Date:02/23/2024

  Type:Customer Service 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 did not know when buying this service that it does not include hardware support. Their not clear on their page when signing up for the service that its only software support for computer issues. Since my issue was a hardware issue with my pc I wasted a lot of money from a computer they wont service because I found that out after purchasing the service not before.

  

  Business Response

  Date: 02/29/2024

  *******************************
  *********, ** 92058
  
  Date: 2/28/2024
  
  Complaint ID: ********
  Email: ***********************
  
  
  Dear **********************,
  
  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 you purchased a 1-year license for our *************************/7 **************** for 1 Computer and 1 Mobile Device on February 9, 2024, for a total cost of $358.00.   We make every effort to be forthcoming regarding our promotions and offers for our USTechSupport LiveTech.  We regret if you found the offer unclear in any way and that the services included did not meet your needs.
  
  The terms of the offer states: Refunds for purchases of standalone Software (not provided as part of a Service) will be granted only to users who contact RealDefense/USTechSupport within thirty days of purchase   Monthly and annual subscription fees are not refundable.  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 the terms of your purchase a refund of $358.00 has been issued and your USTechSupport 24/7 **************** cancelled.   We ask that you allow 3 -5 business days for the refund to post.
  
  If you have additional questions, contact **************** toll free at?**************
  
  Sincerely,?? 
  
  
  ****************? 
  Contact Center Operations?Director

• Initial Complaint

  Date:02/21/2024

  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.

  FYI Scam request.

  

  Business Response

  Date: 02/23/2024

  *************************
  *********************************
  *****,** *****
  Date: 02/23/24
  
  Complaint **: ********
  **************************
  
  Dear ****,
  
  We appreciate the time you have taken to let us know about your experience.
  
  Unfortunately, we are unable to locate an account for you using your name, phone number, or email address as provided.?
  
  We regret if you have received an email from someone advising they are us; however, as stated above,we are unable to locate any accounts for you with the provided information. It appears you received a phishing email that was not sent from our company.
  
  Just as you have reviewed our BBB profile and contacted us to inquire about a subscription using your information, we hope others do as well in order to keep themselves safe:never give out personal information to anyone you don't trust, whether in response to an email, a pop-up, or a website you've linked to from an email or web page;USTech Support will also never ask our customers to download something to cancel any accounts they may have with us.
  
  We hope this information has been helpful and appreciate the time you have taken to provide your feedback about your experience. If you need further assistance, please contact US Tech Support **************** toll free at **************.?
  
  Sincerely,
  
  ****************? 
  Contact Center Operations?Director

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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.

  Today, November 27, 2023, I purchased a 3year ********* (ID ******************* for $359.00 and and a one year ********* Software Program for $19.99 + tax, which was installed. Since that time I have not received emails including purchase confirmation and payment confirmation and have read all the reviews and realized that what the sales person ******** May claimed is false. When I called the number I couldn't get through to a representative and through chat I was told it would take 2-4 hours for a tech rep to get back to me.

  

  Business Response

  Date: 12/06/2023

  ***********************
  *********, ** 02472
  
  Date 12/05/2023
  
  
  Complaint ID: ********
  Email:  ********************
  
  Dear ****************,
  
  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 indicate that on April 8, 2022, you purchased our iolo System Mechanic Professional 1-year license.  On November 25, 2023, you upgraded the 1-year license to our iolo System Mechanic Ultimate Defense which included Technical Support with Dark Web Scan at a promotionally discounted total cost of $10.57. This license would be automatically renewed April 8, ****, for the regular price plus any applicable sales tax unless you contact customer service to cancel. 
  
  On November 27, 2023, you also purchased, as you stated, ********* *************************** for a cost of $359.00 and a ********* Software 1 Year License for 1 PC for a cost of $21.24 (including $1.25 MA Sales Tax). 
  
  We regret to learn that after reviewing your issue our technical support confirmed that the system was unable to deliver order confirmation and activation emails to the address provided with your order.   At that time a request for a refund was submitted.  We would like to apologize for any confusion or inconvenience which resulted.
  
  On November 28, 2023, refunds of $359.00 and $21.24 were issued.  Please allow 5 7 business days for the funds to post to your account.
  
  Your iolo System Mechanic Ultimate Defense license is still active and scheduled to renew April 8, ****, at the regular price of $79.95 (plus any applicable taxes) unless you contact customer service to cancel prior to the renewal date.
  
  Please contact **************** toll free at?************** if you have additional questions.? 
  
  Sincerely,?? 
  
  
  ****************? 
  Contact Center Operations?Director
  

• Initial Complaint

  Date:08/29/2023

  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.

  When this company was "Advanced Tech Support" I bought a life time subscription for Panda internet security $500.00 and the ***** malware protection for $100. Now the company is operating under a new name "US Tech Support" and they refuse to honor the lifetime subscription and said I had to buy their new anti virus software since they don't sell Panda anymore. What this company should do is install what ever new virus protection they are selling on my PC for free because that's what I paid a lifetime subscription for.

  

  Business Response

  Date: 09/15/2023

  ***********************
  *******, ** 27661
  
  Date:09/07/2023
  
  Complaint ID: ********
  E-mail: *********************
  
  Dear ****************,
  
  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 regret that we are unable to assist you with the Panda Internet Security and POCMRI Malware Protection software you purchased previously through Advanced Tech Support. Our acquisition of Advanced Tech Support did not include the software nor the customer base of any prior purchase agreements.
  
  We will reach out to you through your email with some options for the services we do offer.
  
  If you need further assistance, please contact **************** toll free at?**************.? 
  
  Sincerely,?? 
  
  
  ****************? 
  Contact Center Operations?Director

• Initial Complaint

  Date:07/08/2023

  Type:Product 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.

  Icomplaint against iolo Technologies same company as USTechSupport I tried to extend my license to use their product **************** at ***** a year I was billed in addition for their product Technical Support at ***** a year contract number ******* None of their phone number are connected The contract number ******* does not appear in my account so I cannot cancel it trough their website

  

  Business Response

  Date: 07/19/2023

  *************************
  256 **********
  Flat 56
  *******, **********
  
  7/11/23
  
  Complaint ID: ********
  ******************
  
  Dear ******************,
  
  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 indicate that on July 8, 2023, you purchased a 1-year license for our iolo System Mechanic Ultimate Defense, including a one-month promotional free trial of our LiveTech service,for a total cost of $19.99 (reflecting the $59.96 discount from the coupon code you applied). Although your confirmation email provided the pre-discount total cost for your purchase, only $19.99 was charged to the provided payment card;we regret any confusion which resulted.
  
  As requested, your services are now cancelled. As an additional gesture of goodwill, a full refund has also been issued for your July 8th purchase. Please be advised that our toll-free **************** number is **************, however there may be restrictions with international phone carriers.
  
  If you need further assistance,please contact **************** via our Live Chat ******************** at iolo.com.????
  
  
  
  Sincerely,??
  
  ****************??
  Contact Center Operations?Director

• Initial Complaint

  Date:06/22/2023

  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.

  I searched on ****** for a good company to fix my computer and it looked like this one got good reviews so I went to their website and it says Free everywhere but then it also says for the full version you have to pay $19.99 for a year which I was happy to do. Now a month later I see another charge on my credit card for $19.95 for Live Tech support which I never new anything about until I go back to the website and WAY at the bottom of the page in a long paragraph of fine print in unclear language it mentions this. I dont know how this can be allowed and legal? This is obviously a way to scam people out of another $20 or more if you dont catch it right away. The guy I chatted with on their website was happy to cancel my subscription but would not refund my first month fee, however now that I check some other review websites I find replies from this company to other complaints like mine in which they offer a full refund! Why the double standard? People shouldnt have to complain to a third party to get a refund. I would like other buyers to be aware of this before they buy from this company rather than afterwards they should make this additional monthly fee clear in normal print at the top of their webpage.

  

  Business Response

  Date: 07/05/2023

  *********************************
  *********************************************************
  
  Date: 07/05/2023
  
  Complaint ID: ********
  E-mail: ******************
  
  Dear **************************,
  
  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 indicate that on May 15, 2023, you purchased a 1-year license for our ********* Software at a total cost of $21.61; this purchase included a promotional one-month free trial of our ********* ***************** which would renew monthly at the end of the trial period until cancelled.
  
  On June 15, 2023, your **************** was renewed at the regular monthly price of $19.95.
  
  We regret to learn you were not satisfied with our services. Our records indicate that per your request on June 21, 2023, your LiveTech subscription was cancelled. A full refund of $19.95 for your LiveTech renewal was issued on June 26, 2023, as a courtesy in exception to the terms of your purchase which state that Monthly and annual subscription fees are not refundable. While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit.
  
  Your ********* LiveTech remains cancelled,?and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at?**************.? 
  
  Sincerely,?? 
  
  
  Morgan M.? 
  Contact Center Operations?Director
  

  Customer Answer

  Date: 07/05/2023

   
  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,
  
  *********************************