Complaints
This profile includes complaints for RealDefense LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 170 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/28/2025
Type: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 6/27/2025, I purchased a 1 year subscription to iolo System Mechanic Standard 1-year. I was told to call a phone number to activate it. The man who I spoke with tried to upsell the product a premium one, which I declined. I was offered a trial of 24/7 tech support for a month free, and ***** monthly after. I declined it and stated I did not need or want this service. I repeatedly stated this to the very aggressive customer service person. A month later, I am billed for a service I REPEATEDLY DECLINED, I emphatically stated I only wanted the System Mechanic, to evaluate, before I committed to anything else. I called, and at first I was given an excuse to not refund me. I made it clear I would dispute this fee with my credit card company, and they would absolutely refund me, because not only did I not authorize this fee, I emphatically declined the service. Only at that point was the refund given. I am NOT happy with my paid product. It is absolute nagware, it pops-up repeatedly to remind me to run it, disrupting what I'm doing, freezing up my PC/browser. I would think that being a program I PAID for, I wouldn't be nagged, but no, you have to pay for the premium version for that, or so I was told. You lost a customer, I told the agent I will be cancelling my renewal of System Mechanic as well, because I absolutely HATE IT. I could handle it popping up ONCE a day, but multiple times is completely unacceptable. This is NOT the way to encourage customers to upgrade, well, at least not me. I dislike upselling, nagware, etc. While I am getting the refund, because I threatened to report the disputed amount with my credit card, I should never have had a program I specifically said I did not want, forced upon me. It's a sneaky tactic iolo uses, and then they give some bs about it being included, and having to cancel before the free trial is up. But I declined the free trial from the get go. If I was told I had no choice, I would have canceled System mechanic then.
Business Response
Date: 08/04/2025
***** ******
59 ******* Dr *************** DE 19720
Date: 8/4/25
Complaint ID: ********
E-mail: ***************************
Dear Ms. *******
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.
Our records reflect that you took advantage of a special online offer of 1-year iolo System Mechanic Standard license on June 27th. This offer was 50% off the regular price and included a one-month promotional free trial of our LiveTech 24/7 technical support service, which would renew monthly at the cost of $19.95 if not cancelled prior to the 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.
A review of your call that same day reflects that you were offered an upgrade to our System Mechanic Ultimate Defense but when you declined the offer the customer service agent reviewed benefits of the offer you had already purchased; including an explanation of the Live Tech 24/7 subscription, encouraging you to take advantage of that technical support service when needed since it was a part of your initial purchase. No additional products, services or upgrades were added to your account. We regret if you found the System Mechanic Standard with LiveTech trial offer you purchased online unclear in any way and sincerely apologize for any miscommunication or misunderstanding that occurred when you called.
On July 27th the Live Tech 24/7 support service renewed as scheduled for $19.95. That same day the Live Tech 24/7 subscription was cancelled, and a refund was issued as an exception to our advertised terms of the offer which states monthly and annual subscription fees are not refundable.
Rest assured the Live Tech 24/7 subscription remains cancelled; you will see no additional monthly fees for this technical support service. But please be advised that your iolo System Mechanic Standard license remains active and will be renewed automatically on May 23, 2026, at the current regular price if not cancelled before that date by contacting customer service.
If you need further assistance or have additional questions,please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 08/04/2025
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.Only because I pushed the issue and emphatically stated I had zero interest or need for the support service. Had I not, I would have been stuck with a fee I never authorized, for a service clearly stated upfront, I was not interested in, and was never informed that it was forced on me as part of the product I paid for. There also was no "shopping cart", I responded to a pop-up offer through my Super Anti Spyware Free Edition, and the download link was there, with the phone number after to contact customer service to activate. It was only after I called that I got the upsell offer and told of the 24/7 tech support, which I immediately declined. But I will be cancelling the System Mechanic Standard as I am very dissatisfied with the program, as I stated previously, is it absolute nagware that pops-up repeatedly throughout the day, freezing my PC. I probably won't even wait the year, as I hate it that much, and seriously regret ever purchasing it. You've lost a potential customer because your business practices are deceptive. I don't do business with entities I consider dishonest and unethical. I noticed you didn't address my complaint regarding the program I did pay for. That tells me I am making the right choice, and this complaint serves as a warning to others.
Sincerely,
***** ******Initial Complaint
Date:07/21/2025
Type: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 business scammed me by going in circles when I would ask for my Money back. I was on line to do a different purchase and they switched me to theirs. I thought I could explain it, but they kept going in circles and no refund. I have now told BBB so this will not happen to anyone else. Its not a lot of money, but someone else could get scammed like me, and it is not right.Business Response
Date: 08/04/2025
****** *****
******************
Date: 8/3/25
Complaint ID: ********
E-mail: ***************************
Dear Ms. ******
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 miscommunication when you contacted us about the unintentional purchase of a System Mechanic Ultimate Defense 1 year license with ********************** LiveTech 24/7 Technical Support. We make every effort to be forthcoming regarding our promotions and offers for Real Defense via our website. We regret if you found the offer unclear and any frustration this experience may have caused.
The license and technical support subscription were both cancelled on July 14th per your request. The $33.95 cost was refunded via a payment reversal (chargeback).
We appreciate your feedback as we strive to provide only the highest quality products and service. Your System Mechanic Ultimate Defense Software and Live Tech subscription remain cancelled,?and nothing further will be billed to you.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:07/11/2025
Type: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 keep receiving notifications on my computer that i have registry issues and they say that they want to charge me ***** to fix this is coming from a company called iolo affiliated with ** i had ********* support check my computers and said there were no issues with my computer when this company is telling me i have 37 different issues with my computer i am receiving these notifications 10 times a day and cannot stop it this has been going on for the past month i investigated further and found the company name is real defense i called them and they said they cannot do anything about it its not there department no accountability from anyone how do i solve this annoyanceBusiness Response
Date: 07/16/2025
****** *******
***********************************************************************************
Date: 7/16/25
Complaint ID: ********
E-mail: *******************************
Dear Mr. ********************* 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.
Unfortunately, we have been unable to locate an account or any past orders in your name with the information provided in this complaint. That is why our customer service team was unable to assist you.
There could be several reasons for the notifications, one possibility is that they are tied to a possible phishing or scam attempt from a third-party not associated with iolo,Real Defense or HP.
If you have access to a technical support service (you mentioned using ********* Support) we recommend contacting them to see if the source of the notifications can been identified and blocked.
We appreciate your understanding in this matter.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:07/09/2025
Type: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.
On June 10th I received an email reminding me that my software subscription would be renewed automatically for $38.83 (US). On the 12th I received an email that said my subscription was renewed for $89.20 (**). On June 17th I called the company regarding this discrepancy. The first call was passed up the chain several times, until it was ignored. I called again, and rather than try to help, the person I spoke with tried to justify the difference, or attempted to offer me another "deal" that would have involved a three year term and more money. It took a bit of talking on my part, but they agreed to cancel the previous order, and proceeded to place a new order for a price I agreed to. I was told they would reimburse the previous charges, but that it would take 5 to 7 business days before it showed on my statement. It has now been 17 full days and I have not received the refund. My issues with this company are many: firstly, they outright lied about billing amounts. Secondly, I have not been reimbursed the initial charges. Rather than my money working for me, it remains with the company and is working for them. Thirdly, I am out a substantial amount for contacting them by phone. Please note that had they honoured the initial renewal agreement there would have been no reason for me to contact them....instead, 2 phone calls (to a contact number I mistakenly believed was toll-free) totalling almost an hour has meant an additional cost of $78.38 in long-distance charges. I have emails and credit card statements from a number of previous years that show the company operating in good faith and delivering as advertised/promised. The grief of attempting to renew this year has led me to believe the company is now working a scam and is only interested in taking as much money as possible from those who have previously been loyal customers.Business Response
Date: 07/16/2025
***** *****
******** AB T2A 7X2
Date: 7/14/25
Complaint ID: ********
E-mail: *************************** /*******************************
Dear Mr. ******
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 any misunderstanding regarding the renewal fees for your System Mechanic Ultimate Defense Whole Home license. Our advertised policy and terms do state that System Mechanic Ultimate Defense will auto renew at the then current price. We do often email current customers discounted offers prior to the renewal date which include a link to take advantage of the discounted offer.
The new System Mechanic Ultimate Defense 1 Year Whole Home license your purchased for $31.98 USD will automatically renew in ******************************************************************************* change the subscription prior to the renewal date.
A refund of $84.95 USD has been issued for the renewal fee billed on June 12th. We regret to learn that the initial refund request was not processed correctly resulting in the delay and would like to apologize for any frustration that may have resulted.
Rest assured, your experience has been reviewed and will be used to improve our service going forward.
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:06/06/2025
Type: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 signed up the software for one year, one time payment, $15.88. A choice was given with a monthly service charge of $19.95 or without a monthly service charge, I chose without a monthly service charge. RealDefense LLC (Iolo) charged me $19.95 for April and $19.95 for May. I contacted them on 5/31/2025, eastern time, they cancelled the monthly subscription, but they told me I cannot be refunded for the April and ************ protocols. I was told I chose the monthly subscription, I did not, someone else at the company did. RealDefense LLC (Iolo) charged me unauthorized $90.26 on 2/25/2025 for their service, that was refunded. I want a refund for April and May, and no more monthly charges.Business Response
Date: 06/13/2025
Stella Tarnawski
Dorchester, MA 02125
Date: 6/10/25
Complaint ID: 23409228
E-mail: [email protected]
Dear Ms. Tarnawski,
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 March 31, 2025,
you purchased a discounted promotional offer for an iolo System Mechanic
Ultimate Defense 1-year software license which included a one-month
promotional free trial of our LiveTech service for $14.95. This
discounted offer does not include an option to opt out of the LiveTech monthly
service at the time of purchase. Customers must contact customer service to
cancel it prior to the monthly renewal date. This information is stated on the website in the shopping cart before
any personal information is entered.
More specifically the offer details you
purchased stated: “System Mechanic Ultimate Defense automatically renews
yearly at the price of $84.95 or the then-current price. If you do not cancel
LiveTech 24/7 Technical Support before the end of the free month, it will
automatically renew monthly at the price of $19.95 or the then-current price.
Your credit card will be charged on the renewal date for monthly subscriptions
and up to 35 days prior to the renewal date for annual subscriptions. You may
cancel prior to the applicable renewal date by calling us at +1 (808) 207-3783
(Powered by USTechSupport) or via online chat, email or contact form. By
placing this order, you agree to the Terms and Conditions.” We
regret if you found the terms of the offer unclear in any way.
Since we did not receive a request to cancel,
your LiveTech 24/7 Technical Support service was automatically renewed
as scheduled at a cost of $19.95 on April 30th and May 31st.
On June 1, 2025, your LiveTech 24/7
Technical Support service was cancelled stopping any additional monthly renewal
fees. No refund was issued per the terms
& conditions of your purchase which state that monthly and annual subscription fees are not
refundable.
On June 6, 2025, the $19.95 May 31st renewal fee was refunded via a chargeback due to your PayPal dispute.
You referred to a charge of $90.26 that was posted
on February 27, 2025. That charge was
the annual renewal fee for your iolo System Mechanic Ultimate Defense
1-year license that you had initially purchased March 24, 2024; a discounted
promotional offer that include automatic annual renewal. This was an authorized
charge per the terms of your purchase. You
contacted us on February 28th to cancel the renewal. Since your request was received prior to the
expiration of the initial license on March 24th a refund was issued.
Although the
April and May charges of $19.95 are valid renewal fees for the reasons listed
above, as a gesture of goodwill a refund of $19.95 for the April fee has now
been issued. Please allow 3- 5 days for
the funds to post.
Your LiveTech
24/7 Technical Support service remains cancelled, but your iolo System
Mechanic Ultimate Defense 1-year license remains active and will be
automatically renewed on February 27, 2026 (up to 35 days prior to the
renewal date) if not cancelled before that date. If you need further assistance, please contact Customer
Service toll free at?(801) 857-2368 or via our Live
Chat Support at iolo.com.????
Sincerely,
Morgan M.
Contact
Center Operations DirectorInitial Complaint
Date:06/05/2025
Type: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 just received the renewal email 24 hours before renewal on a weekend when they were supposed to give me 5 days notice of the renewal. I was billed and immediately found the email saying that they billed me. I originally ordered this July of 2024 for a year so it shouldn't be due until July. They billed me early and I lost the month I originally paid. **************** was worthless saying too bad we got your money no refunds. I will do a chargeback on my credit card for this fraud.Business Response
Date: 06/13/2025
Kevin Teter
Ashland, PA 17921
Date: 6/10/25
Complaint ID: 23403433
E-mail: [email protected]
Dear Mr. Teter,
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 any confusion
regarding the annual renewal of your iolo System Mechanic Ultimate Defense
license. The terms of your purchase do
state: “Your credit card will be charged on the renewal date for monthly
subscriptions and up to 35 days prior to the renewal date for annual
subscriptions.”
Our records
reflect that when you contacted us on June 1st a refund of $90.05
was issued for the renewal fee that had just been charge. Per your request the renewal of your System
Mechanic Ultimate Defense license was cancelled.
Your iolo System
Mechanic Ultimate Defense Software autorenewal remains cancelled,?and nothing further will be billed to you. If
you need further assistance, please contact Customer Service toll free at?(801) 523-6766 or via our Live
Chat Support at iolo.com.????
Sincerely,
Morgan M.
Contact
Center Operations DirectorInitial Complaint
Date:06/05/2025
Type: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 was sold an id protection plan by a fast-talking salesman. he assured me that i could cancel and get a full refund if i did so within 30 days. now they refuse to refund my money.Business Response
Date: 06/13/2025
******* *****
*************************************************************************
Date: 6/11/25
Complaint **: ********
E-mail: **************************
Dear Mr. ******
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.
On May 21, 2025, our records reflect you contacted us for technical support and at that time was offered and accepted a 3-year subscription for ******************************************** at the discounted price of $499.95. The terms & conditions of your purchase state: Refunds for purchases of standalone Software (not provided as part of a Service) will be granted only to users who contact RealDefense within thirty days of purchase. Since you purchased the ** protection service not a standalone software program the 30-day guarantee does not apply. We apologize that you were misinformed when purchasing this subscription.
On May 29, 2025, your ******************************************** was cancelled per your request.
While we strive to stay within advertised guidelines for consistency, we also try to resolve each incident based on its own merit. As an exception and gesture of goodwill a refund of $499.95 for the ******************************************** has been issued. Please allow 3 5 business days for the funds to post.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 06/19/2025
Complaint: 23403309
I am rejecting this response because: this is deceptive and deceitful practice and i reject your response!
Sincerely,
******* *****Business Response
Date: 07/02/2025
******* *****
**************************************************************************
Date: 7/1/25
Rebuttal Complaint ID: ********
E-mail: **************************
Dear Mr. ******
Thank you for the opportunity to respond.
We apologize for any miscommunication or misunderstanding when you were offered and agreed to the purchase of the ******************************************** (3-year pkg) in May. Our website does state that you may be offered other products and services when you call us.
As stated in our previous response the charge of $499.95 was refunded on June 11th. Your ******************************************** remains cancelled per your request, and at this time, we consider this matter answered and closed.
Sincerely,
****** *.
************** Operations DirectorCustomer Answer
Date: 07/14/2025
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:05/19/2025
Type: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.
Originally signed up for their product and subsequently canceled before it renewed. I was billed several times after cancelling, even after speaking with someone from this company. One year later, they charge me more than double the amount of the original service charge. Several emails later they still havent credited me. This company is ran by **** artists that hope you dont check your credit card statement.Business Response
Date: 06/02/2025
**** ********
*****************************************************
Complaint ID: ********
E-mail: ***************************
Dear Mr. *********
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 March *******, you purchased a special promotional offer of our iolo System Mechanic Standard software 1-year license for the discounted price of $24.95 with automatic annual renewal of the software at the regular price if not cancelled prior to the renewal date. The offer included a one-month free trial of ******** 24/7 ************************* which would auto renew monthly at the regular price of $19.95 unless cancelled. Information about the terms of an offer are always provided in the online shopping cart before any personal information is entered. By placing your order your agreed to the Terms & Conditions of the offer. We regret if you found the terms of your purchase unclear.
On April 30, 2024, your LiveTech 24/7 ************************* was renewed as scheduled for $19.95 since we did not receive a cancellation request prior to the renewal date. The LiveTech 24/7 service subscription was also cancelled per your request on April 30th when you contacted us about the billing. Your System Standard Mechanic license remained active.
On February 24, 2025, per the terms of your initial purchase which states: Your credit card will be charged on the renewal date for monthly subscriptions and up to 35 days prior to the renewal date for annual subscriptions, your System Mechanic Standard license was renewed for the regular price of $54.95.
On February 26, 2025, we received notification from ****** of your dispute of the $54.95 payment. Your System Standard Mechanic auto renewal was cancelled at that time.
We received and accepted a chargeback (payment reversal) from ****** of the $54.95 on March 31, 2025. Please check with ****** to confirm the payment reversal/credit.
If you need further assistance, please contact **************** toll free at?**************.?
Sincerely,
****** *.
Contact Center Operations DirectorInitial Complaint
Date:04/30/2025
Type: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 March 12, 2025, I was charged $44.95 for a 1-year subscription of a SuperAntiSpyware Pro program to end in 2026. I contacted the RealDefense by phone and email to complain that I had attempted to get automatic renewal option changed on multiple occasions in the year prior, but with no success because I would be sent to salespeople who tried to 'upsell' me on a new version. I specifically indicated that I did not want the extension and a refund. I contacted RealDefense again this past week via email and received this reply: "Last month 3/12/2025 your Super anti spyware pro renewed for 1 year for the amount of $44.95 and however this has been cancelled and chargeback has been processed . As a I can see in your account , this is flagged as charged back already." To date I have a product that keeps telling me my subscription has expired and it is not working. Therefore, I expected that a refund was forthcoming. I want this to end. I want to end any further contact with RealDefense and a refund.Business Response
Date: 05/06/2025
***** *******
*******************************************************************
Date: 5/6/25
Complaint ID: ********
E-mail: *****************************************
Dear Mr. ********************* 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 because your auto renew for the SuperAntiSpyware Pro software purchased in 2024 was not cancelled. The license was renew at the current regular price of $39.95 (plus $3.20 sales tax) on March 12,2025. When you contacted us your SuperAntiSpyware was canceled but we were unable to issue a refund at that time because you had disputed the charge with PayPal. On March 14, 2025, ****** notified us of a chargeback for that $48.55 payment (a payment reversal). That is what the chargeback the email referenced.
Please contact ****** to confirm the result of your dispute and the chargeback that was posted. The payment reversal should have refunded the charge.
Your account remains closed, and nothing further will be billed to you. If you need further assistance, please contact **************** toll free at ************.
Sincerely,
****** *.
Contact Center Operations DirectorCustomer Answer
Date: 05/16/2025
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:04/26/2025
Type: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 noticed a fraudulent charge from My Clean ID on my credit card dated the 28th of February on the 3rd of March and filed a fraud complaint with my credit card company that same day. We have gone back and forth between this company and my credit card company for several weeks and now they are refusing to refund the $39.94 fraudulently charge to my account.Business Response
Date: 05/02/2025
******** F ****
******************
Apt. 144
******** ** 35758
Date: 5/2/25
Complaint ***********
Emails: ************************** *********************;************************
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 reflect that?on?February 27, 2025, orders for 7 different software licenses were purchased (including MyCleanID) using your billing information and the ********************* email address. Six of those were refunded on March 3rd due to a system alert. The chargeback (payment reversal issued due to your dispute) for the ********* purchase caused a refund attempt to fail on March 14. Due to the chargeback all of the software licenses were inactivated on March 15, 2025.
Please be advised that 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. Because there was no notations on the account of possible unauthorized purchases the dispute of the $39.94 MyCleanID software purchase was automatically contested with your financial institution and terms of purchase were provided. Since the previous attempt to refund this charge on March 14th failed due to the dispute a request for a refund check in the amount of $39.94 has be forwarded to our accounting department. The check will be mailed to your address noted on this response. Please allow 4 -6 weeks for the check to arrive.
For your information, your account reflects 6 new software purchases placed online May 2, 2025, using your billing information, the ************************ email address, and a different credit card than use previously for the February orders. If you did not place these orders please contact our **************** team toll free at?************** as soon as possible so the subscriptions can be stopped, your account documented,and refunds issued.?
Sincerely,
****** *.
Contact Center Operations Director
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