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:02/20/2023

  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.

  Purchased a subscription renewal of CorelDraw early this morning. Did not purchase anything after the renewal, nor 24 hours before the renewal. Within 2 hours of the Clever bridge-assisted purchase, the card number had been stolen, and false charges attempted.Security in place at time of purchase included VPN, anti-virus, anti-malware, wired connection, firewall, all ***. I have since shut down the card and destroyed it.As an e-commerce handler, Cleverbridge needs to look at updating security. I hope this reaches the correct people and that measures are tightened. I would love to see enforced 2FA on sites they handle as part of the service contract.Thank you.

  

  Business Response

  Date: 02/21/2023

  cleverbridge addresses information security with highest priority. We at Cleverbridge maintain compliance with *** DSS (Payment ************************************* to ensure payment card data security and provide a secure ecommerce environment for our customers. The *** DSS standard specifies requirements for network architecture, software development, security management and other critical proactive measures to ensure the safety of payment card transactions. On an annual basis, a Qualified Security Assessor thoroughly examines the processes within Cleverbridge to make sure we adhere to the strict *** regulations.
  
  When confirming an order, we reveal only the last four digits of customer credit card numbers. Of course, we transmit the entire credit card number to the appropriate payment processor during order processing. Due to the requirements of the *** DSS, this transfer is secured using TLS. 
  
  cleverbridge treats personal data of employees, customers, clients, affiliates and other interested parties with the utmost care and confidentiality in accordance with the ****************** Privacy Regulation)and other local and/or international laws.

• Initial Complaint

  Date:02/01/2023

  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.

  I can't believe that this company is rated A+ They are horrible scammers & will continue to charge you well beyond the date they should. They obviously have their hands all over the Internet because many pages that look legitimate or Cleverbridge. If you have time try to complain everywhere you can. I'm a lawyer in *********** may be able to file a small claims case. I'll be back with the info if I can get t** done.

  

  Business Response

  Date: 02/02/2023

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment, billing and subscription support.  Occasionally people have subscriptions with different software companies with billing provided by us.  Sometimes customers have multiple subscriptions for the same company.
  
  In this case ****************** - has made three separate purchases with three different subscriptions. Initially on 3/8/2020 cleverbridge REF# ######## - and has renewed annually since then. This subscription is still active and will bill again in March 2023.  A second subscription was started on 8/15/2021 and renewed in 2022.  The 2022 order was refunded on 8/19/2022 cancelling that subscription. A 3rd subscription was purchased and started on 12/28/2021 and did renew this year on 12/21/2022. This subscription is also still active.  We will reach out to ****************** to see if she would like the currently active subscriptions cancelled.
  
  It appears the product purchased was the same in all three subscriptions although the software provider has updated the version numbers, so ****************** may not realize she started multiple subscriptions.
  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18963112
  
  I am rejecting this response because:  Cleverbridge says that I placed three seperate orders. I placed one. I will be looking at all of the detail on my credit cards so I can catch them right away. My credit card will no longer accept Cleverbridge charges so now they bill under EASE US TODO. I placed one order in **** and ended up fighting with them for months last year. I'd suggest that you find out who is doing the billing for any software you buy.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/06/2023

  I have been able to provide ****************** of the detailed purchases she had made, and three different subscriptions that had been started by her.  I did offer to call her to further explain why she may have ended up with different subscriptions, however she declined my offer. She had also provided information by email, and I found she also had a subscription with another provider as well as us at cleverbridge.  I did cancel the active subscriptions we had, and refunded the most recent renewal for her.

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18963112
  
      I am rejecting this response because:  The gentleman at Cleverbridge has emailed me. I didn't speak with him on the phone because I need everything in writing (I'm a lawyer. I've learned from experience.) Many of the dates & true subscriptions he gives are wrong. The 1st subscription was 3/8/2020 and the 2nd began on 12/29/20. (see attached.) The 2nd one was fraudulent. I lost money due to 3 months that overlapped.  I immediately tried to correct the problem, but it was impossible. Cleverbridge had no customer service nor any way to stop subscriptions. For months I tried to fix this. On August 15th, Cleverbridge charged me $99.17 on 8/16/2021. I'm shocked to see it.

      New subscriptions (honest or not) have always billed at $33.02. This charge is $99.17. (Of course this is the billing for 3 subscriptions all in one charge.) Cleverbridge is still charging. I have purchased nothing but the original 3/8/2020 order. After all of the trouble I had with Cleverbridge does it really make sense that I'd purchase two more subscriptions? I bought the same piece of software, nothing else.

     I appreciate the offer to cancel all subscriptions that are still being billed. Thank you.  Cleverbridge has been quick to send $21.99 to reimburse me. However, now I'm shocked to find that Cleverbridge charged me $99.17. I feel stupid. I had one legitimate subscription. I'm done. I've put in as much effort as I can. I have better things to do. This gets me too angry.

   

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

• Initial Complaint

  Date:01/30/2023

  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.

  1/20/23 and 1/24/23 $54.99 each. Somehow charged credit card twice on a recurring bases. This is a scam!! I have never heard of this company EVER! (until I went to this BBB Site).How did they even get the card number, all cards are in my possession.How did they come up with the security code that is usually needed from the credit card companies. My credit card has fraud protection, this becomes a hassle because now you need a new card with a new account number. You now have to deal with getting this new number to different companies you have an ACH or automatic payments with,( fortunately I don't have any).This is THEFT / FRAUD! This need to be dealt with by the *******************

  

  Business Response

  Date: 02/02/2023

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment, billing and subscription support. With the information provided by the customer I was unable to find a purchase in our system.  However, in most cases it is not truly fraud, but a family member, co-worker, etc. that has made a purchase perhaps using a different name. The customer can reach out to our customer support team and we will be glad to look further into the charge. We can be reached at ******************************************

• Initial Complaint

  Date:01/14/2023

  Type:Delivery 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 ordered CorelDraw Graphics Suite through this company. Received an order number, and download instructions. Product will not load. The charge is pending on the company card. I attempted to contact them through every way provided with no response. The website does not let you cancel/****************. The company gives hours they are open, but do not answer. I can not open the receipt/order document in order to attach it to this. I believe this company to be a scam and my company has requested an investigation into this matter.

  

  Business Response

  Date: 02/02/2023

  ************** Made Three separate purchases for CorelDraw Graphics Suite REF# ********* on 1/13/2023, REF# ********* on 1/14/2023  ************** was able to contact us, and was refunded for both orders. REF# ********* on 1/15/2023, REF# ********* was refunded on 1/25/2023.  ************** made a third purchase on 1/25/2023 which we assume is installed and working correctly as she has not reached out to us again, and the complaint was prior to the final purchase and refund of the original orders.

• Initial Complaint

  Date:11/02/2022

  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.

  The date is today. 11-02-2022. I just saw a charge come across my PayPal account from 2 companies I've never heard of. The first one is Cleverbridge ***************** and the second is the supposed company I've made a purchase from, AOMEI. They say I ordered FoneTool Professional (Yearly / 5 PCs). I did not. Ref#********* for $29.95 on an annual subscription. I already have an annual contract with another company and it's been in place for years. I intend to report this to PayPal next along with a password change. I went to the Cleverbridge website where they provided a refund link that was not user friendly. I filled out what I could and received the following email response:Your purchases Reference no: ********* All details on this order Date: 10/3/2022 Status: Paid Total: $29.95 Client: AOMEI Product nameQty.FoneTool Professional (Yearly / 5 PCs)1 Reference no: ******** All details on this order Date: 11/7/2012 Status: Paid Total: $29.95 Client: WinZip Product nameQty.WinZip 17 Standard EditionThe World's #1 Compression Software1 Sincerely,Cleverbridge Customer Support ********************** GmbH ***************************************************************** ********************* *************************, *************************, *************************** ****************** ******* Registry court: HRB ****** - Local Court of ******* This was their response to a request for refund. Nowhere do they tell me how to do that. (Endless loop)I have no recollection of the winzip order in 2012 and I'm not sure how they piggy-backed off of it even if I did order winzip. I did not sign up for a subscription. This group is a SCAM from what I can see. I want a full refund and to end any and all subscriptions now!

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18348303
  
  I am rejecting this response because: No resolution
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/04/2022

  Cleverbridge had refunded the software order placed by ***************** on November 2, 2022.  ***************** contacted Cleverbridge directly to request a refund.
  
  

• Initial Complaint

  Date:10/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Cleverbridge/McAfee Home Use Program saying they have charged a payment to my credit card for my subscription. I tried emailing them at the stated email, and it was returned as undeliverable. I tried calling the number on the email and after an hour, was told they could not find my account. Even though I have the reference number and invoice number from the email. I do not want to renew this subscription and set up my McAfee account as NOT automatic renewal.

  

  Business Response

  Date: 11/04/2022

  As the payment processor of McAfee, cleverbridge's role is to ensure that the funds submitted by ******************************* are delivered to our partner and that the McAfee license is delivered to *******************. Once this exchange is carried out, the monies are in possession of McAfee and the product is in possession of ******************************** 
  
  At this point, cleverbridge has processed ************************** refund in the full amount of $118.80 back to her **** account ending in ****. The funds should appear back in ************************** account within 5-7 business days from the date the refunds were issued. When the refund was issued, ******************* was immediately notified via email at ****************. 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18319684
  
  I am rejecting this response because: I appreciate you refunding my credit card but you said the payment was for a customer named *******************. This is not me. So I am concerned that someone may be using my credit card number. I need this clarified or looked into as fraud. I would appreciate someone calling me at ************ so we can discuss this.

  I am also concerned about future charges since this account is not one of the two accounts i have had in the past: one for my computer, one for my son's computer. So I want to make sure this account is closed for sure and again, I would like to how another person, not me, is using my credit card.

  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/15/2022

  cleverbridge has processed ************************** refund in the full amount of $118.80 back to her **** account ending in ****. The funds should appear back in ************************** account within 5-7 business days from the date the refunds were issued. When the refund was issued, ******************************* was immediately notified via email at ****************.   Proof of refund can be found through the following link by clicking on 'Refund confirmation':

  https://www.mcafeehup.com/1641/p/362085951-xk90Hv5dZ2LdHL4iuBVf

   

   

• Initial Complaint

  Date:10/21/2022

  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 was sent an e-mail 2 weeks ago about my subscription renewing which was no big deal. They included a hyper link specifically for the purpose of canceling this subscription yet when you click on the link the only option your given is to alter the payment method, nothing about canceling their services. So I went to their website and submitted a request to cancel this subscription, and two weeks later not only do I get another e-mail saying their going to bill me in a few days to renew the subscription I get ZERO acknowledgement of the fact that I requested to cancel. It wasn't until I went through the hassle of calling their "customer service" that I was finally able to accomplish canceling this service. If they are not going to allow you to cancel the subscription via e-mail or customer service ticket then perhaps they shouldn't be able to advertise as such and just tell you to call CS to do so and save people the time and money.

  

  Business Response

  Date: 11/04/2022

  cleverbridge had canceled the BitTorrent (Ad-Free) software subscription when being contacted by ******************* on October 21, 2022.  All previous contacts as described were not with Cleverbridge. 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18295101
  
  I am rejecting this response because:it is correct they did finally cancel the subscription to once I called and requested them to do so.  However the claim that other attempts to contact them was not with cleverbridge are false as I was responding to and requesting them to do so from within the email sent to me from cleverbridge.   ************ is clearly shady in their operations and rely on individuals not following through with cancellations or as in my case completely disregarding the request to do so. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/15/2022

  Cleverbridge stands by its previous comments.   Cleverbridge had canceled the BitTorrent (Ad-Free) software subscription when being contacted by ******************* on October 21, 2022.   

• Initial Complaint

  Date:08/26/2022

  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.

  This company keeps signing me up for a subscription service I NEVER requested and they charge my credit card without my permission. It is a SCAM and they are using my information without authorization after skimming it from a department store purchase. Reference #*********. They charged my AmEx card without permission and signed me up for a subscription on 8/26/2022 for $43.54. This is the second time this year they have run this scam and the second time I have had to file a complaint.

  

  Business Response

  Date: 08/31/2022

  cleverbridge has refunded the order for *********************** as of August 30, 2022.

  
  Malwarebytes is the software publisher.  cleverbridge is the e-commerce partner to Malwarebytes and assists in processing orders and payments.

  
  On August 26, 2022, cleverbridge processed a Malwarebytes Premium software yearly subscription order for ************************  The yearly subscription was never canceled prior to the renewal date.  *********************** never contacted cleverbridge directly and requested a refund.

  
  As the payment processor of Malwarebytes, cleverbridge's role is to ensure that the funds submitted by *********************** are delivered to our partner Malwarebytes and that the Malwarebytes Premium renewal from Malwarebytes is delivered to ***********************. Once this exchange is carried out, the monies are in possession of Malwarebytes and the renewal software product is in possession of ************************ 
  
  
  
  
  https://store.malwarebytes.com/342/p/346377709-KEyiFJiJreu4gkJGpaLH
  
  Hopefully, this has clarified all the events leading up to this complaint. We also hope that the issued refund remedies any inconvenience this ordeal may have caused.  
  
  If there are any further questions or concerns, please contact us through one of our contact methods listed on our website through the link below: 
  
  https://support.cleverbridge.com/hc/en-us

  
  If there are any questions for Malwarebytes you may contact them at: 
  
  http://www.malwarebytes.com/support/
  
  
  Sincerely, 
  
  
  

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17781496
  
  I am rejecting this response because: I never signed up for the subscription service in the first place. This company fraudulently takes people's credit cards and without their permission signs them up for a subscription service. And then they wait to see if they notice or complain that they have been billed. This is a scam credit card fraud and the numerous BBB complaints confirm it. I will also file a complaint with the State Attorneys General. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/19/2022

  cleverbridge stands by its claim and has refunded the order for *********************** as of August 30, 2022.
  
  

  Malwarebytes is the software publisher.  cleverbridge is the e-commerce partner to Malwarebytes and assists in processing orders and payments.  *********************** never contacted cleverbridge directly and requested a refund.
  
  
  At this point, cleverbridge has fully processed ******************* refund in the full amount of $43.54 back to her **************** ending in ****. The funds should appear back in *************************** account within 5-7 business days from the date the refunds were issued. When the refund was issued, *********************** was immediately notified via email at *********************. 
  
  Proof of this refund can be referenced on the following web page by clicking on Refund confirmation: 
  
  https://store.malwarebytes.com/342/p/346377709-KEyiFJiJreu4gkJGpaLH

  If there are any further questions or concerns, please contact us through one of our contact methods listed on our website through the link below: 
  
  https://support.cleverbridge.com/hc/en-us
  
  If there are any questions for Malwarebytes you may contact them at: 
  
  http://www.malwarebytes.com/support/
  

• Initial Complaint

  Date:08/13/2022

  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.

  cleverbridge, Inc. offers software called MacKeeper, advertised as being able to "speed up your Mac". They promised that I could try the software for free for 30 days and that if I don't like the software, I can get a refund. I am well within the 30 day evaluation period. The software did NOT speed up my Mac, but instead slowed it down. I haven't installed any other software for over 3 months. There is no other activity on my computer that would have caused this slowdown. MacKeeper is the ONLY software change I've made on my computer recently. On top of this, I can get the same service with C*** Cleaner for less money. I've evaluated this software for about a week and have decided I am not satisfied with it's performance. I tried speaking with them thru two different phone numbers they provided, one in their initial email response, which provided my transation number with verification code. That number was in Spanish only. I called another number that was on a receipt they emailed me. A person answered and transferred me to billing, which rang and rang for over 1.5 minutes with no answer. I tried talking with them over their web page's chat feature. The 'person' on the other end only gave me more feature information about the software, indicating it was only a robot.Clearly, Cleverbridge, Inc. is not interested in keeping their word on the trial offer and feel they can keep my money or make me wait for 120 days for the dispute to be handled by my bank. Having to go thru dispute processes thru my bank and thru BBB is a complete failure on the part of Cleverbridge, Inc. I doubt I will be willing to download any paid "computer maintenance" software in the future. Too many cheats! I'll stick to open source and just forget about paid software. I won't even try C*** Cleaner b/c I now doubt it will work either. This really *****.

  

  Business Response

  Date: 08/17/2022

  cleverbridge has refunded the order for ********************* as of August 15, 2022.

   

  Clario Tech is the software publisher.  cleverbridge is the e-commerce partner to Clario Tech and does not make any software.

  On August 5, 2022, cleverbridge processed a ***************** Plan software order for *********************. As ********************* indicated, he was on a trial software. The charge occurred only if the subscription was never canceled prior to the end of the trial period. 

  As the payment processor of Clario Tech, cleverbridge's role is to ensure that the funds submitted by ********************* are delivered to our partner Clario Tech and that the ***************** Plan software from Clario Tech is delivered to *********************. Once this exchange is carried out, the monies are in possession of Clario Tech and the product is in possession of ********************** 

  
  cleverbridge was notified on August 13, 2022 by the Better Business Bureau of case #******** and immediately refunded the ***************** Plan order for **********************  As indicated, ********************* also filed a dispute with his credit card issuer.  cleverbridge never received any contact or refund request from ********************** 
  
  At this point, cleverbridge has processed *********************** refund in the full amount of $57.60 back to his **** account ending in ****. The funds should appear back in ************************* account within 5-7 business days from the date the refunds were issued. When the refund was issued, ********************* was immediately notified via email at ************************************. 
  
  Proof of this refund can be referenced on the following web page by clicking on Refund confirmation: 
  
  https://store.mackeeper.com/767/p/348354703-bCt1wvOhVWs5gB67BNb1

  
  Hopefully, this has clarified all the events leading up to this complaint. We also hope that the issued refund remedies any inconvenience this ordeal may have caused.  
  
  If there are any further questions or concerns, please contact us through one of our contact methods listed on our website through the link below: 
  
  https://support.cleverbridge.com/hc/en-us

  If there are any questions for Clario Tech you may contact them at: 
  
  E-Mail: ********************* 
  
  
  Sincerely, 
  
  
  cleverbridge Customer Support