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:04/23/2023

  Type:Customer Service 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.

  2 years ago I subscribed to Surfshark. I used that service for a year then decided not to renew. I cancelled my subscription. Creditbridge did not bill me for the 2022 year. Today 04/23/2023, Creditbridge submitted an invoice to my PayPal a/c in the amount of $71.74 and PayPal paid it. I have tried to fight via PayPal without success so have closed that A/C. For a company supposedly involved in cyber security I find this act uncontainable. I require the immediate refund of that money together with assurance that I will not be bothered again.

  

  Business Response

  Date: 05/01/2023

  Hi *******,

  I am delighted to inform you that your refund has been processed and completed successfully on April 24, 2023. A system-generated email with your official credit note has been sent to you separately. If it has not reached your inbox yet, please check your spam or junk folder.
  
  Please note that we have taken care of everything on our end, but it may take up to five to seven business days for the funds to be credited back to your account.
  
  Feel free to reach out to us if you require any further assistance.

  -******

  Customer Answer

  Date: 05/03/2023

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

• Initial Complaint

  Date:04/20/2023

  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.

  Cleverbridge falsely billed my PayPal for a transaction that never occurred. They never provided a billing statement and they have no customer support system for assistance with false charges from their system. I confirmed on their website that they do not offer any of the services they claim to offer over the phone and they have taken down their customer support line and page.

  

  Business Response

  Date: 04/25/2023

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

  I am sorry for any frustration. I have reviewed the information you have kindly provided. I was able to locate the charge for $31.75 made via PayPal. We are happy to get this resolved directly with you and ask that you contact our team at: ********************************************* to to ensure we have all the correct details to start the cancellation process for you. 

  Thank you!

  ******

• Initial Complaint

  Date:04/15/2023

  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.

  I have been a NitroPro user since 2015. ** Dec 2019, I received a marketing offer to purchase the upgrade license to Nitro Sign, which I immediately did. The verbiage on the NitroSign purchase receipt states: "Nitro Productivity Suite - Upgrade The Nitro Pro you know and love, plus unlimited eSignatures and online PDF productivity with Nitro Cloud, now available in one solution." I have never used the NitroSign feature until I attempted to on Dec 22, 2022. By that time, Cleverbridge had turned this feature into an annual subscription. I purchased a single license use, just like my NitroPro PDF license. On January 9, 2023, I received confirmation that the NitroSign feature had been restored to my account. On January 17, 2023, I received this message: "Our Product team is still evaluating the future of Nitro Sign. For now, your Nitro Sign license is valid and you are welcome to use the service." On April 14, 2023, I needed to have a document signed by a customer of mine and yet again, the Nitro Sign feature IS NOT tied to my account or license for Nitro Pro. After spending hours trying to send a trouble ticket through the company's website, I can't get one through. I have had it. This company needs to: 1. Honor the original license purchased and give me what I paid for. I have followed all of their instructions, uninstalling, reinstalling, deactivating, and reactivating. I am out of activations. I JUST NEED THIS SOFTWARE PACKAGE TO WORK, AND WORK NOW AND FOREVER AS LONG AS I OWN THIS LICENSE!A second issue with this company, is when logging into their system to try and use this service, their website ALWAYS ASKS ME FOR A BUSINESS EMAIL address. I have used Hotmail as my business email for the last 15 years. I DO NOT WANT TO REGISTER any other email address to my account. My coworker who I referred to ******** and NitroSign is using his corporate email address and has no issues with using the NitroSign feature. Cleverbridge needs to fix this issue.

  

  Business Response

  Date: 04/21/2023

  Hi *******,

  We apologize for the difficulties you have encountered with your Nitro Pro software. Nitro's technical support experts are the most competent team to resolve your issue. We are delighted to escalate the issue to their team on your behalf, but we would kindly request that you contact ** through our support center so that we can proceed with the necessary actions. Our support can be reached at: ***************************************************;

  Thank you!

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19940387
  
  I am rejecting this response because: this is at least the second time I have worked with Cleverbridge tech support to resolve this issue. They only "fix" the issue temporarily and then I have to go through this insanely time consuming process that takes weeks and months to get the product I paid for to work. I want to keep this BBB case open until they resolve this once and for all.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/01/2023

  Hi *******,

  We do apologize for any inconvenience. I am writing to help with understanding that our company does not offer technical support services for this product. However, we did see in our records that ********** your message to the correct team with Nitro Software to best assist you with any issues you may be experiencing.
  
  Please let ** know if there is anything else we can assist you with.

  ******

• Initial Complaint

  Date:04/06/2023

  Type:Order 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.

  Cannot reactivate software Purchased on 3/24/23 RE: ********* Price: ****** Email correspondence with no help

  

  Business Response

  Date: 04/21/2023

  Hi *****,

  We would like to follow up regarding your technical issue that you have reported to our support team on March 27th. We would like to kindly inform you that we have replied to your message to ensure that all information is answered in one place. We apologize for any inconvenience this may have caused you, and we are more than willing to assist you in the best way we can. However after reviewing your concern, we suggest that the most appropriate course of action is to contact the software maker, 3DS for proper assistance. Please reply to our message that you should receive shortly with any  further questions concerning your DraftSight activation challenges.

  Thank you.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19903305
  
  I am rejecting this response because:
   This is not resolved at this point.  I have received two responses letting me know I would be receiving a call helping me resolve this issue.  To date I have not had that call.
   
  I have included the latest email thread for your use.  I am absolutely frustrated.  I have had their software for a few years and this seems to be the norm..
   
  Thanks
   
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2023

  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.

  Feb 2023 An unaurherized charge to a pay pall account that was cancelled last year for the same auto renew fraud Paypal and cleaverbridge were both informed last year their permissiion to auto charge were denied and the charges appeared again this yeat TECH THEFT BECAUSE THEY CAN

  

  Business Response

  Date: 04/12/2023

  Hi ****,

  We are happy to assist you with your request. We have located your order for CCleaner Professional which was setup on an automatic renewal and charged on February 13, 2023. We have taken the steps to request a refund on your behalf with the software maker, Piriform. You will receive and email within the next 2-3 business days regarding your request. If you for any reason do not receive a message please check your junk or spam and reach out to us via our help center and we are glad to follow up on the refund. Our *********** details are: *********************************************.

• Initial Complaint

  Date:03/26/2023

  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.

  Purchased a Pro License for CCleaner on 03/20/23 and after running the program, it installed a driver that caused 2 out of my 3 monitors to stop working. I spent several hours troubleshooting this issue CCleaner caused. I contacted support later that same day. The only way to contact support was through their useless website which was a series of drop down boxes that weren't relevant but once I completed the form the website said I would receive a response within 24 hours. I did not receive a response for 3 days and only after sending several follow up messages. In the meantime, I also called the CCleaner toll free number to ask for help. The person who answered my initial call said I would receive a call back within 24 hours. I asked if I could have a reference number for my phone call (because I was really feeling blown off) and he said my phone number would be the reference number. I never received a call back. I called back several days later to now cancel my subscription as I was within the first 30 days that offered a money back guarantee. The person who answered my call said I could only cancel by going through the ccleaner/support websitewhich brought me right back to square one. After nearly a week of sporadic contact, CCleaner finally cancelled my license...but are refusing to provide me with a refund. The only thing more worthless than the CCleaner program is the support staff they employ. Tech issues are frustrating but whats unforgivable is a company actively ignoring a customer to the point of debating on filing a full on fraud report to their bank because not only did the company not deliver a product they promised but have gone out of their way to frustrate me at every turn I needed assistance. I dont care if this program turns out to be the greatest online protection program in the world, I want nothing more to do with them from now until eternity. Stay away from these malicious con artists and their scammy software.

  

  Business Response

  Date: 03/27/2023

  I do see Mr. ******* did place an order for CCleaner Professional on 3/20/2023. However this complaint appears to be about the product and service from the actual software manufacturer, not cleverbridge.  Cleverbridge had no contact with *****************. I do see the software manufacturer cancelled his subscription and refunded his order REF# 388985515 on 3/26/2023, which went back to his credit card. It generally takes 5-7 business days to see the credit depending on the bank. 

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I SUBSCRIBED TO WINZIP ONE **** AGO. TOWARD THE END OF THE **** 2022, I RECEIVED THE FIRST OF A SERIES OF NOTIFICATIONS FROM ****** ADVISING ME THAT MY SUBSCRIPTION WOULD AUTOMATICALLY BE RENEWED AND CHARGED TO THE **** CARD ON RECORD. I RESPONDED TO AT LEAST TWO SUCH NOTIFICATIONS THAT I WANTED TO CANCEL MY SUBSCRIPTION, DUE TO THE **** THAT I HAD NO USE FOR IT AFTER ALL IN CONDUCTING MY BUSINESS. MY EMAIL REPLIES WERE NOT ANSWERED, AND THIS MORNING, MY ONLINE **** ACCOUNT SHOWED AN UNAUTHORIZED DEBIT OF $32.42 FROM CBI CLEARBRIDGE **** I EMAILED CBI CLEARBRIDGE *** THIS MORNING AND ADVISED THAT I HAD NOT AUTHORIZED RENEWAL OF MY WINZIP SUBSCRIPTION. I THEN IMMEDIATELY RECEIVED AN ANSWER FROM CBI: "IF you would like to cancel your subscription, please click the link below. Please note that a cancelation stops future renewal charges, but does not result in a refund of your order". PLEASE BE ADVISED OF HOW WIN ZIP AND ASSOCIATES CONDUCT BUSINESS AND HELP ME GET MY MONEY BACK. ****************************

  

  Business Response

  Date: 02/27/2023

  It appears by the messaging the response the customer received was from our automated system when he cancelled the subscription through the order confirmation email or our help center.  Many customers simply want to cancel the automatic subscription but not get a refund on the product.
  
  Im happy to confirm that a refund has been processed successfully today, February 27, 2023 for the unwanted renewal. The customer is going to receive a separate email from our system that will contain the official credit note. If he doesn't see it within the next few hours, please check a spam or junk folder.
  

• 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 ******************************************