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:11/18/2025

  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.

  On Nov 12, 2025, CCleaner (Cleverbridge, **** took $44.95 from my checking ********** subscription was good until Dec.12, 2025. I did not authorize them to take the money out of my bank account.I have sent 3 requests to their customer support:******************************************************************************************* asking them to refund the money to my bank account.They have not responded to any of my emails. 

  

  Business Response

  Date: 11/21/2025

  Dear *****,

  Thank you for reaching out and sharing your experience. We sincerely apologize for the delay and understand how frustrating this situation must be.

  Please note that Piriform handles support and all refund requests in-house, including billing concerns. To ensure uninterrupted access to your premium features, your account is billed 30 days in advance of your current subscription expiry.

  We have issued a full refund for the $44.95 charge, which may take 57 business days to appear in your bank account. You will also receive an email confirmation shortly, which you can keep for your records. Your subscription has been deactivated as well, to prevent any further automatic renewals.

  Additionally, we have forwarded your feedback regarding response delays to our sales team to help improve their processes. We truly appreciate your patience and understanding, and we hope this resolves your concern.

  Kind regards,
  

  ****
  cleverbridge Customer Support

  Customer Answer

  Date: 11/24/2025

   
  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:11/17/2025

  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 Saturday 11/8/25 I went online to purchase a Parallels/Cleverbridge software subscription through the ********* website. I decided I did not need the software and submitted an email request to support (Ticket #*******) to cancel my subscription and refund the purchase on the following day. I have attached the full email exchange over several days with support regarding my attempt to obtain a refund. I received an initial response to the support Ticket request from Roshi A (***************************************************************) denying the refund because, this subscription was active at the time, it renewed as scheduled However, the sole reason I initiated the purchase on 11/8/25 was because I did not have an active subscription.I exchanged several emails with support culminating in a time zone argument denying a refund, as per your time zone (EST), the auto-renewal was reinstated on November 8th, 2025, at 7:20PM, and the renewal was processed on November 8th, 7:50PM.This interaction has led me to submit a complaint to the BBB since we now seem to be at an impasse debating the effect of time zones on the ordering process. As I understand it, during the process of purchasing a subscription, Parallels automatically activated the auto renew option and then processed the purchase so that they would be able to deny a refund. However, when I initiated the online purchase, I did not have an active subscription and auto renewal was not active. I do not want the software, and I am just asking Parallels to honor their 30-day money-back guarantee and refund the $106.24 purchase. 

  

  Business Response

  Date: 11/28/2025

  Dear *****,

  Thank you for sharing your experience and for providing detailed information. We completely understand how frustrating this situation must be and sincerely apologize for the confusion and inconvenience it has caused.

  We have escalated your case to Parallels again, as we are unable to process a refund without their approval. We have requested that they respond within 2 business days to ensure this is resolved as quickly as possible.
  In the meantime, if you have any questions or need further assistance, please do not hesitate to reach out to our support team: ***************************************************
  

  We will also follow up with you immediately once we receive a reply from Parallels.

  Thank you very much for your patience and understandingwe truly appreciate it.

  Warm regards,

  
  *******************start="926" data-end="929"> Cleverbridge Customer Support

  

  Business Response

  Date: 11/28/2025

  Dear *****,

  Thank you for sharing your experience and for providing detailed information. We completely understand how frustrating this situation must be and sincerely apologize for the confusion and inconvenience it has caused.

  We have escalated your case to Parallels again, as we are unable to process a refund without their approval. We have requested that they respond within 2 business days to ensure this is resolved as quickly as possible.
  In the meantime, if you have any questions or need further assistance, please do not hesitate to reach out to our support team: ***************************************************
  

  We will also follow up with you immediately once we receive a reply from Parallels.

  Thank you very much for your patience and understandingwe truly appreciate it.

  Warm regards,

  
  *******************start="926" data-end="929"> Cleverbridge Customer Support

  Customer Answer

  Date: 12/02/2025

   
  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:11/16/2025

  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.

  Bank account was promised my card hold to be released within 2 weeks it's past that or now extended for little explanation on what caused it obviously I have a grim idea which charge it is but obviously can't do anything about it as I signed up for company above see info as said to prevent fraud account sign up on my bank account statement safe secure & no risk or so they claim now as I'm butthurt I'm likely going to be forced to be reissued a card right after I waited almost three weeks so another week & a half yep so guess I'm obviously waiting over a month now until my card & purchases are free to be used before a coerced recommended & planned family getaway the following Monday after next week & we have to leave earlier for it! 

  

  Business Response

  Date: 11/21/2025

  Dear *****,

  Thank you for sharing your feedback. We appreciate you taking the time to let us know about your experience.

  Please note that cleverbridge acts as the merchant of record for various software manufacturers. We facilitate orders and process payments for purchases placed through our webshop.

  We can confirm that you have an active subscription for CCleaner Professional, which automatically renewed on 29-Oct-25 at 7:38 PM.

  The license information and license file have been re-delivered to you. For your convenience, you can also access this information here:

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

  If you require technical support, we recommend reaching out directly to Piriform, the software manufacturer, via their official support channels:

  -Online FAQs: ********************************;   
  -Online contact form: ********************************; (The online contact form can be found at the end of each article) 
  
  We understand the frustration caused by delays and appreciate your patience. Please let us know if there is anything further, we can assist you with regarding your subscription.
  Kind regards,

  ****

  Cleverbridge Customer Support

• Initial Complaint

  Date:11/13/2025

  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 July 20, 2025, I purchased the wrong product, WinZip Ultimate Pro. I have spent 6 months trying to get a refund, for purchase order attached here for $75.72. The product I was trying to renew was WinZip Pdf Pro which I did purchase 3 days later for $81.18 on July 23, 2025, first purchased in 2024. I never used Ultimate Pro because it was not the right product. I have called and called and been directed to the Cleverbridge website which I have used over and over to request a refund. This is highway robbery! Cleverbridge answered by email with a generic response but never addressed the refund. They like a lot of companies are not staffed to help customers. But they don't have a problem taking your money! I simply want my $75.72 back. It will never happen again! Because you did not respond with a refund is the reason I had to turn to the BBB for help. 

  

  Business Response

  Date: 11/21/2025

  Dear ***,

  Thank you for taking the time to share your experience with us. We completely understand how frustrating this has been, and we are truly sorry for the delay and the inconvenience caused by the missing refund and the double charge.

  Please know that WinZip handles support and all refund requests in-house, and any tickets raised with us are forwarded directly to their team. After carefully reviewing the forwarded emails, we were able to locate your original refund request. To make things right, we have now issued a full refund of $75.72, which may take 57 business days to appear in your account.

  Your subscription has also been cancelled, and you will shortly receive a confirmation email at the Gmail address used for your purchase.

  We genuinely appreciate your patience throughout this process, and we completely understand the frustration youve experienced. Should you have any further questions or need assistance, please dont hesitate to reach outwe are here to help and ensure everything is resolved to your satisfaction.

  Thank you again for bringing this to our attention, and we hope this resolves the matter for you.

  Warm regards,
  

  ****
  cleverbridge Customer Support

  Customer Answer

  Date: 11/24/2025

   
  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:11/11/2025

  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.

  Cleverbridge is the payment, billing company for ********, a company which has become notorious for making it very difficult to impossible to cancel an ongoing subscription to their product "CCLEANER". When you go to their website with your license number, they tell you, "Enter your Cleverbridge number", which of course, no one has. They have canceled their ******** presence over the vast number of complaints. They are non-responsive and in fact, have NO means to contact them. They talk of a chat service which is non-existent. ******* and the Internet are a fire with complaints about ********'s sharp practice and theft of subscription money. 

  

  Business Response

  Date: 11/21/2025

  Dear ******,

  Thank you for taking the time to share your feedback with us. Im truly sorry for the frustration and inconvenience you experienced while trying to cancel your CCleaner subscription. I completely understand how discouraging it must have been to encounter the chatbot loop without a straightforward way to cancel.

  Piriform manages their customer support directly, but we take your experience seriously. We have already forwarded your feedback regarding the missing cancellation option and the chatbot issues to our Sales team, who will work with ******** to improve the process for future customers.

  In the meantime, Ive personally confirmed that your subscription was cancelled on November 18, 2025, and it will not renew again. You should have received a confirmation emailplease keep it for your records.

  If there is anything else you need or any way I can assist further, please dont hesitate to reach out. Im here to help.

  Warm regards,

  ****

  Cleverbridge Support

  Customer Answer

  Date: 11/27/2025

   
  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:11/10/2025

  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.

  On 8/22/2025 I paid for two licenses for Parallels software on behalf of my employer for $474.69. We are a non-profit K-8 school district so we should not have been charged tax, but we were. This was actually remedied quickly and we received a refund for $24.75 on 8/27/25. Everything appeared to be fine until last week when the end user reported that the license was saying it was expired. I eached out to Cleverbridge support (the company that handles these subscriptions) and have been getting the run around ever since. They keep telling me they are "looking into it" but nothing is happening. I sent them all the documents that easily prove that the software was paid for, with their OWN reference numbers. This should take a few minutes maximum, and yet, almost a week later, my users still do not have access to the software that we really need for accessing security footage. Cleverbridge insisted that I asked for a refund but they are horribly confused. What happened is that a couple of days before, our credit card was denied for some reason. However, that was resolved and the transaction on 8/22/2025 went through. Also, I suspect they think the tax refund was a refund for the entirety of transaction. However, I would argue that any reputable company should have absolutely no problem verifying all of this information. It is actually qite scary and concerning tht I have provided our credit card details to a company that seems to have great difficulty managing their transactions. Lastly, it seems that whomever I am wokring with must be on the other side of the planet, because I have to wait at least twelve hours every time I respond to one of their emails, which would be fine if their correspondence provided any useful information. However, as I said before, all I am getting is that they are "looking into it"...for almost a week. My ticket number is Parallels #*******

  

  Business Response

  Date: 11/21/2025

  Dear ******,

  Thank you for your detailed feedback, and I sincerely apologize for the confusion and frustration youve experienced. Id like to clarify the situation and address your concerns.

  Cleverbridge processes orders and payments on behalf of various software manufacturers, including Parallels. However, technical support for their products, including license management, lies entirely with the manufacturer. While we have access to payment and order information, we do not have access to product details or license portals. Because we work with a wide variety of manufacturers, we rely on their dedicated support teams to provide technical expertise and resolve product-specific issues.

  Regarding your order, a tax refund of $24.75 was issued on August 27, 2025. This refund was applied correctly and should not have impacted your license. Following your outreach on November 7, 2025, regarding the expired license, we promptly forwarded your inquiry to Parallels, as our team is unable to handle technical support requests for their software. At that time, you were informed by one of your customer support agents that your inquiry had been forwarded for resolution.

  We are sorry to hear that Parallels was unable to resolve your issue. To clarify, at no point did Cleverbridge indicate that we were looking into the technical problem. Any refund issued related to your license was processed directly by Parallels, not by Cleverbridge.

  We take your feedback seriously and continually strive to improve our processes, particularly around clear communication and ensuring inquiries are directed to the correct team. We appreciate your patience and understanding as we work with manufacturers to resolve issues like this.

  Thank you again for bringing this to our attention. If you have further questions about your payment or order, please dont hesitate to contact us.

  
  Best regards,

  
  ****
  Cleverbridge Support

• Initial Complaint

  Date:11/09/2025

  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 have attempted to cancel my account at least two times and Im still getting charged.

  

  Business Response

  Date: 11/11/2025

  Dear ****,

  Thank you very much for your feedback. I sincerely apologize for the unexpected charge and any inconvenience it may have caused.

  Im happy to confirm that your refund has been successfully processed today, November 11, 2025. You should have received a separate email from our system containing your official credit note, but Ive also attached it here for your convenience.
  Everything on our side has been completed, though please allow five to seven business days for the funds to appear in your account.

  Additionally, your subscription has been cancelled, so you wont be charged again. The subscription was still active at the time of renewal, and it appears a different email address (**********@*********) was used for your purchase, which may have caused some confusion.

  We appreciate your patience and your feedback, which helps us improve our service. Please dont hesitate to reach out if theres anything else we can assist you with.

  Warm regards,
  

  ****
  Customer *********************start="1210" data-end="1213">Cleverbridge

• Initial Complaint

  Date:11/05/2025

  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.

  My subscription for CCleaner Professional was auto renewed and my credit card was billed $49.56 on October 24, 2025. Both the renewal email I received from Cleverbridge and the CCleaner website states auto-renewals can be fully refunded if cancelled within 30 days. I went to the ********* app on November 4, 2025, and cancelled my subscription, and received a confirmation email. I then went to ******** customer support website, clicked the contact us link and entered the information stating I wanted a refund, under the terms of their service, as I was cancelling within 30 days of the auto-renewal. A virtual chatbot confirmed I wanted a refund and notified me that it would connect me to an agent and that could take up to 30 minutes. I waited over two hours and was never connected to an agent, even when I sent a follow-up question.I then tried to receive my refund by going to the Cleverbridge customer support site and filling out the Refund Request form provided there, and entered all the pertinent information, and selected the unwanted auto renewal choice for why I wanted a refund.Though the Cleverbridge site states once it receives the form it will send an email to confirm I want to proceed with the refund, the email I received merely directed me back to the CCCleaner customer support website (the same site I had already spent over two hours waiting to be connected to an agent). As the notice on the BBB website states that we should call ************** for any refund requests before filing a complaint, I called that number, which just has a message informing me to go to the Cleverbridge customer support page. I have already been to that page, have already filled out the refund request, and have already been referred back to the CCleaner support page. However, I tried once again and waited for an agent to respond to my chat. It has now been over an hour and a half and I have still not been connected with an agent.I would like a full refund. 

  

  Business Response

  Date: 11/11/2025

  Hi *****,
  
  Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and inconvenience you encountered while trying to get support and request your refund. We completely understand how upsetting it must have been to spend so much time trying to connect with an agent without success.

  Please know that Piriform now handles all customer support in-house and manages all inquiries directly. We truly regret that this transition caused delays and confusion in your case.

  We have issued a full refund for your order today. You will receive a confirmation email at your Yahoo address within the next hour for your records. I have also attached it for your convenience. Please allow 57 business days for the refund to appear in your account.

  Your subscription has also been cancelled, so no further charges will occur.

  We genuinely appreciate your patience and feedback. Your experience highlights areas where we need to improve, and we are committed to making the support process smoother for all our customers.

  Thank you again for bringing this to our attention, and we hope to restore your confidence in our service.

  Warm regards,

  Nina 
  Cleverbridge Customer Support

  Customer Answer

  Date: 11/12/2025

   
  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.

  Thank you so much! 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/05/2025

  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.

  The transaction was on 11/03/2025. Cleverbridge billed my credit card for renewal of software they sell. I had purchased their software a year earlier and they were seeking to renew my subscription. My subscription anniversary date was not until the 11/292025, but they sought an early renewal. I did not choose to renew, but they forwarded a billing to my credit card. I immediately cancelled the renewal with them, but they refused via email, even though my subscription was not up as yet. I tried 4 times to complain and request a refund through their website. Their website asked for details, which I supplied. Their virtual agent correctly listed my complaint, but noted a backlog of complaints, and never got back with me. I believe they just put me in an endless loop and hope I give up my request. 

  

  Business Response

  Date: 11/11/2025

  Hi *******,  

  Thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience you encountered while trying to resolve your refund request. We completely understand how upsetting it must have been to feel caught in an endless loop without a response.

  Please know that Piriform now handles all customer support in-house and manages all inquiries directly. We regret that the previous process caused delays and confusion in your case.

  The refund has been returned to your account via your bank on November 7, 2025. You should see the funds reflected in your account shortly, depending on your banks processing times.

  Your subscription has also been cancelled, so you will not be charged again.

  We will also share your feedback with our sales team and Piriform to help ensure faster response times and improve our support processes going forward.

  We truly appreciate your patience and for bringing this to our attention. Your feedback helps us provide a smoother experience for all our customers in the future.

  Warm regards,

  ****
  Cleverbridge Customer Support 

  Customer Answer

  Date: 11/12/2025

   
  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:10/23/2025

  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.

  Cleverbridge automatically renewed my subscription for a computer program, "cc cleaner." The invoice had a website to go to cancel the renewal. I went to the website and entered the required information and was put in a chat line to speak to an agent. I was told that an agent would be with me within about 5 minutes. I waited on line for more than 40 minutes but no agent ever picked up. This is the only way to request cancellation.