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:06/25/2025

  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 three pending subscription renewals for Parallels Desktop for Mac Pro Edition that are processed through Cleverbridge. I'm unable, through either website, to cancel these subscriptions. Links to "cancel" or to "manage my subscription" go to pages that don't load or aren't what they claim they will be. My subscription says I have access to live chat, but a chat bot sent me to the same blank links. I can certainly protest the charges with my bank, but I'd rather just cancel and not have to go through the hassle for each subscription. The renewal dates are 7/18/25, 7/20/25 and 7/20/25. It's clear that these companies have no intention of letting anyone cancel without a battle. However, updating my credit card information would be VERY easy. What a surprise.

  

  Business Response

  Date: 07/17/2025

  Hi ****,

  Thank you for reaching out, and I truly apologize for the frustration youve experienced while trying to cancel your subscriptions.

  Ive reviewed your account and can confirm that all three Parallels Desktop for Mac Pro Edition subscriptions have been deactivated prior to any charges. You will not be billed on the upcoming renewal dates of July 18 and July 20, 2025.

  You should have received a cancellation confirmation email for each subscription sent to the email address used for the purchase. If you havent received them, please feel free to contact us here:

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

  We also sincerely apologize for the technical issues you encountered while trying to manage your subscriptions. In many cases, this happens when the email address used for the purchase differs from the one used to sign inin your case, it looks like the purchase was made using **************** which may have caused the mismatch.

  We understand how frustrating this experience can be and genuinely appreciate your patience. Your feedback has been noted and will be shared with our internal teams so we can continue improving the process.

  If you have any other questions or need assistance, dont hesitate to reach outwere here to help.

  Best regards,
  

  ****
  Cleverbridge Customer Support

• Initial Complaint

  Date:06/25/2025

  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.

  I cancelled my Parallels subscription over two years ago and just got invoiced again. I tried to contact parallels but no longer have login credentials -- dead end. I wish to have a refund and have my account ************************************** Inc.paypal-inc@cleverbri...*************** Transaction dateJun 23, 2025,Order ID503836099 Parallels Desktop fo...Qty: 1 Product ID: ******$***** Subtotal$69.99 Total$69.99 USD

  

  Business Response

  Date: 07/17/2025

  Hi ***,

  Thank you for providing your feedback.

  The subscription in question was actually not under your name but under *** *****, and it was still active which is why it renewed.

  Im happy to confirm that your refund has been processed successfully today, July 17, 2025. A separate email has been sent to the email address used for the purchase, and it will include your official credit note. If you dont see it within the next few hours, please check your spam or junk folder just in case.

  Just so you know, everything is taken care of on our end, but it can take five to seven business days for the refund to appear in your account.

  Lastly, your subscription has been cancelled, so you wont have to worry about any future charges.

  Please let us know if theres anything else we can help with, and thanks again for contacting Cleverbridge!

  Best regards,

  ****

  Cleverbridge Customer Service 

• Initial Complaint

  Date:06/23/2025

  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.

  I received an email yesterday, 22 June 2025, advising me that a software subscription charge was made. This was for a utility called CCleaner, billed through Cleverbridge. This software nearly rendered my computer unusable, so I had uninstalled it after purchasing it a year ago and using it one time. I do not recall and have no record of any agreement to auto-renew this subscription, so it came as a surprise.The invoice did not have a phone number to call, and the website link forced me only to an online form that would not work, so I could not contact them. The phone number listed here on BBB merely routes you to that same defective website. There is no way to contact a human. The answering service claim that you can request a refund online is not correct, as I found no way to do this after several attempts. I was charged $42.75 yesterday for software that I've not used since first use a year ago and did not explicitly agree to pay for automatically annually. I would like that amount refunded.

  

  Business Response

  Date: 07/17/2025

  Hi *****,

  Thank you for reaching out, and I'm truly sorry for the frustration this situation has caused you.

  I understand how concerning it is to be charged unexpectedly, especially for software you no longer use. After reviewing your case, I can confirm that your subscription to CCleaner Professional was set to automatically renew, and the renewal took place on June 22, 2025.

  To try to make the renewal process as transparent as possible, we include several notices throughout the purchase and post-purchase process:

  -The shopping cart and final checkout page both indicate that the subscription is recurring.

  -Your original order confirmation email states, You are subscribed to a multiple payment product, with the next renewal date clearly listed.

  -We also include a cancellation link in the delivery email sent right after purchase.

  That said, I completely understand your frustration with not being able to reach someone directly or submit your request easily through the form. Thats not the experience we want for our customers, and I appreciate you bringing it to our attention.

  Im happy to let you know that weve processed a full refund for the $42.75 charge as of today, July 17, 2025. You should receive a separate email shortly with your official credit note. If it doesnt arrive in your inbox, please check your spam or junk folder just in case.
  The subscription has also been cancelled, so you will not be charged again in the future.

  Again, I apologize for the inconvenience and confusion this caused. If you have any further questions or concerns, dont hesitate to reach outwe're here to help.

  Best regards,

  Nina 
  Cleverbridge Customer Support

• Initial Complaint

  Date:05/13/2025

  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 did not want to renew my CC cleaner and it wasn't to be renewed until 6/10/2025 anyway but they went ahead and took the money out of the bank on 5/13/2025 anyway ..tried to get my credit card info out of the account and it refuses me to do so so i need to get a new card ..they have no right to renew a month early or to renew without my consent ..

  

  Business Response

  Date: 05/22/2025

  Dear *********,

  Thank you so much for sharing your feedback, and please accept our heartfelt apologies for the unexpected charge. I completely understand how frustrating that must have been, and I truly appreciate you bringing it to our attention.

  To clarify:

  Your CCleaner Professional Plus subscription began on June 12, 2024 at 6:01 PM and automatically renewed on May 13, 2025 at 4:37 PM.

  Our system processes renewals 30 days before the subscriptions expiry to ensure uninterrupted access to premium features.

  Im happy to let you know that your refund was successfully processed on May 19, 2025. You should have received a separate email with your official credit noteif it hasnt appeared yet, please check your spam or junk folder. For your convenience, Ive reattached the confirmation to this message.

  All is taken care of on our end, but please allow 57 business days for the funds to appear in your account, depending on your bank. Your subscription has also been cancelled, so you wont see any further charges.

  Again, Im so sorry for the inconvenience, and thank you for giving us the chance to make things right. If theres anything else we can do for you, please dont hesitate to reach out.

  Wishing you a wonderful day!

  Warm regards,

  ****
  Cleverbridge Customer Support

• Initial Complaint

  Date:04/27/2025

  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 04/10 I received an email stating my renewal is 05/27 so I did nothing as I don't have the money right now. Today, 04/27 I received an email stating I was charged $59.95 for my renewal. I just woke up so there's no way I could have done this. As stated before, I'm not in any position to renew also I have a month left to decide. This is an unauthorized charge and this company is notorious for making problems with payments. This is predatory actions on a consumer and I wish to file a complaint to ensure this doesn't happen again.

  

  Business Response

  Date: 04/30/2025

  Dear ****,

  Thank you for your feedback, and we sincerely apologize for any confusion or frustration caused by the recent renewal charge.

  To clarify, your subscription has been set to automatic renewal and billing since your original purchase on May 27, 2023. ******** subscriptions are renewed 30 days prior to the expiration date to ensure uninterrupted service and protection. This renewal schedule was communicated at the time of purchase and reconfirmed following your first renewal on April 27, 2024.

  We understand that unexpected charges can be frustrating. Although this renewal followed our standard process and was in line with the terms agreed to at purchaseand no request to cancel or modify the renewal settings was receivedwe still want to make things right. Therefore, your subscription has been fully cancelled, and a full refund was issued on April 27, 2025, following your contact with our team. You will not be charged again moving forward.

  If you have any further questions or need assistance, please dont hesitate to reach out.

  Best regards,

  ****

  Cleverbridge Customer Support 

  Customer Answer

  Date: 05/01/2025

   
  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:04/15/2025

  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.

  This was cancelled via a telephone conversation per their records. They informed us 4 years ago that this would be stopped and resolved. Come to find out they were still charging us for something they said was cancelled. I am furious and have been trying to call them for 6 hours straight. No answer. Just hanging up. This is unacceptable. They profusely apologized to me years ago but did nothing. I want all my money refunded asap.

  

  Business Response

  Date: 04/22/2025

  Hi *******,

  Thank you for your feedback, and Im truly sorry for the frustration this charge has caused.

  After carefully reviewing your case, we werent able to locate any cancellation request in our records. At Cleverbridge, were committed to providing excellent customer service, and were able to offer the best support when inquiries are handled via email.

  Our *********** offers a wide range of resources, including FAQs, step-by-step guides, and detailed information on how to manage your purchases. You can also look up orders by email, request a refund, or find out who to contact for technical support. Please visit the following link:

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

  Please note that Cleverbridge has not provided phone support for several years, so it's unlikely that the conversation you mentioned was with us. Its possible you may have been in contact with Parallels directly.

  To request a refund, we recommend reaching out to Parallels through one of the following methods:
  

  Online Contact Form (sign-in required):
  ******************************************
  Live Chat or ***********************start="1374" data-end="1377">**************************************

  Your subscription has already been deactivated, so there will be no further charges going forward. We completely understand how unexpected charges can be frustrating, and were here to support you however we can. If you have any additional questions or need help with the refund process, feel free to reach out.

  Wishing you all the best,
  

  ****

  Cleverbridge Customer Support 

• Initial Complaint

  Date:04/10/2025

  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.

  ****! Predatory practices with annual subscriptions that charge the consumer a week or more before the date the subscription is supposed to renew. Do we not have legislation that protects consumers from such practices? There needs to be a 48 hour window for consumers to get a refund if they're charged all of a sudden from an annual subscription. It's too easy to avoid. *************** and its parent company Cleverbridge.

  

  Business Response

  Date: 04/22/2025

  Dear ***********,

  Thank you for taking the time to share your feedback.

  Weve already responded to your Trustpilot review, but Id like to follow up here as well for clarity. Your renewal for Parallels Desktop for Mac Pro Edition Upgrade (1 Year) subscription was canceled and fully refunded on 05-Apr-2025.
  Please note that the upcoming renewal date was communicated to you at the time of your original purchase on 05-Apr-2024 at 4:21 AM.

  You should have already received the refund to your account. For your convenience, Ive included the refund confirmation again below for your reference.

  If theres anything else we can help with, dont hesitate to reach out. We're here to help!
  

  Best regards,
  

  ****

  Cleverbridge Customer Support 

   

  Customer Answer

  Date: 04/22/2025

   
  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:04/05/2025

  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.

  I received a charge of $79.95 in March of this year for a subscription service that was closed in 2021. I have not received a charge since the subscription was canceled. When I attempted to contact them via their telephone number, it referred me back to their website. I've used their search tool to figure out if there was an order I didn't remember, but it only showed me the account that was canceled in 2021. They purposefully make it difficult to obtain information and request refunds to prevent people from canceling services.I have made an attempt to request a refund but don't have a reference number other than what is included in the attached document. I disputed this with my card company, but whatever information Cleverbridge provided to my card company regarding the dispute shows a purchase, but I have not been provided this information.

  

  Business Response

  Date: 04/07/2025

  Dear *****,

  Thank you for reaching out, and Im really sorry to hear about the confusion and frustration this charge has caused. I completely understand how concerning it is to see a charge you werent expecting, especially when the subscription was canceled back in 2021. Id like to help get this resolved as quickly as possible.

  We strive to offer excellent customer service, and were best able to provide the highest quality of support when we focus our efforts on email. Id love to assist in tracking down this charge and getting you the answers you need.
  

  Unfortunately, I havent been able to locate any recent charges or orders in our system under your name or the email address you mentioned after 2021.

  To investigate further, could you please send us a bit more information to help us pinpoint the charge?
  

  Heres what would be most helpful:
  - The exact amount charged (including the currency)
  - The date of the charge
  - The last 4 digits of the card that was charged
  - Any alternative email addresses the charge could be linked to
  - A ****** Invoice ID if ****** was used
  - A screenshot of the charge from your statement (please block out any sensitive information)
  - If relevant, the **** (for direct debit) or the name of anyone else who may have access to the card

  You can send this information to us via BBB or through a ticket from our ************

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

  Once we have these details, well do everything we can to get to the bottom of this for you.

  Again, I truly apologize for any inconvenience this has caused and thank you for your patience. We're here to help!

  Warm regards,

  
  ****
  Cleverbridge Customer Support Team
  

  Customer Answer

  Date: 04/07/2025

   
  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:03/28/2025

  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.

  It won't let me cancel my account or verify my account was cancelled and I can't contact anyone to ensure it has and I am not going to get charged an autorenewal for a product I don't want. They have no way to contact them for a quick response.

  

  Business Response

  Date: 04/01/2025

  Hi *****,

  Thank you for sharing your feedback with us. We completely understand your concerns, and we apologize for any frustration caused.

  Im happy to inform you that we have located your CCleaner subscription and have deactivated the automatic renewal for your account. You should have received a confirmation email at ************************ confirming the cancellation.
  We also want to assure you that we offer 24/7 support, and our team is always here to help. You can reach us quickly by submitting a ticket, and we guarantee a response within 24 hours. For future inquiries, you can visit our help center to submit a ticket at:

  ********************************************************;

  If you have any further questions or need assistance, please dont hesitate to reach out.

  
  Best regards,

  
  ****
  Cleverbridge Support Team

• Initial Complaint

  Date:03/04/2025

  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 ccleaner charged an unauthorized charge, not authorized. cancelled when notified. they charged anyway. Invoice reference #BKD73652519398. Cannot get a hold of them by phone or email? they need to credit my card. And, do not know how they got the charge through because they did not have correct expiration? Another question to solve.

  

  Business Response

  Date: 03/10/2025

  Hi ****,

  Thank you for reaching out, and I apologize for the inconvenience caused by the unauthorized charge.

  Im happy to confirm that your refund for Invoice reference #BKD73652519398 was processed successfully on March 4, 2025. You should have already received a separate email with your official credit note. If you dont see it, please check your spam or junk folder.
  Please note that while everything has been taken care of on our end, it may take up to five to seven business days for the refund to appear in your account.
  Additionally, your subscription has been canceled, and you will not be charged again in the future.

  Regarding the issue with the expiration date, if you extended your card through your credit card institute, its possible that the card remained active even though the expiration date had changed, and the charge may have gone through despite the incorrect expiration.
  

  If theres any further information you would like to share about the situation or if you need any more assistance, please feel free to reach out.

  Thank you for contacting Cleverbridge, and please dont hesitate to let us know if you need anything else.

  Best regards,

  
  ****
  Cleverbridge Customer Support

  Customer Answer

  Date: 03/10/2025

   
  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,
  
  **** ******