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:04/15/2025

  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,
  
  **** ******

• Initial Complaint

  Date:02/27/2025

  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 2/26/2025 I was charged $64.94 by ****PARALLELS. This charge is something I was not informed about prior to it occurring and is a mistake. I do not use the software any longer. I opened a case, sent a follow-up to this case when the email they said I should receive never arrived, and I have heard nothing from this vendor. In my attempts to contact the vendor at the phone number identified as "how to request a refund" I am met with a recording and no ability to talk to anyone at this vendor. So at this point I am getting no assistance from the vendor. I seek a refund and it seems to me this vendor is choosing not to inform me nor respond to my requests for assistance.

• Initial Complaint

  Date:02/27/2025

  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.

  I am extremely frustrated to find that despite canceling my CyberGhost VPN subscription back in 2021, I have been continuously charged. This is unacceptable, and I demand an immediate refund for the charges made after my ***************** are the details of the charges I am referring to:Date: 2/27/2025 | Amount Paid: $47.88 Date: 2/27/2024 | Amount Paid: $47.88 Date: 2/27/2023 | Amount Paid: $47.88 Date: 2/27/2022 | Amount Paid: $47.88 Date: 2/27/2021 | Amount Paid: $47.88 Total Amount Charged: $239.40 I have made numerous attempts to contact your customer service with no resolution, and your phone lines are conveniently out of order. This situation is completely unacceptable, and I am now demanding a full refund of $239.40 for the charges that should not have been applied to my account.This needs to be resolved immediately by cancelling my subscription and issuing the refund.

  

  Business Response

  Date: 03/10/2025

  Dear ****,

  Thank you for your feedback, and we sincerely apologize for the inconvenience caused by the repeated charges.

  Upon reviewing your account, we found that your subscription is still active, and the most recent charge has already been refunded. However, we do not have any record of a cancellation request on file. To proceed with refunds for the previous charges, we kindly ask you to provide proof of cancellation.

  Please send it to us via this link: ***************************************************.

  Once we receive this information, we will be happy to assist you further and process the necessary refunds.

  We apologize again for the inconvenience caused and are here to help with any additional questions.

  
  Best regards,

  
  ****
  Cleverbridge Customer Support

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22996460
  
  I am rejecting this response because:

  I put in a request to have account cancelled but all you guys did was refund the last time you billed me. You guys purposely make it difficult for people to cancel their account because you want to be able to continue charging them year after year. Incredibly deceptive business practices. This is unacceptable.

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

  

  Business Response

  Date: 03/14/2025

  Hi ****,

  Thank you so much for sharing the screenshotI really appreciate it!

  I want to sincerely apologize for any confusion or frustration this may have caused. Your subscription has now been fully canceled, and the incorrect charge has been reimbursed. The reason you were charged was that the cancellation happened after the payment had already been processed, but please rest assured that no further charges will occur.

  For your peace of mind, Ive reattached the refund confirmation for your reference. If you have any questions or need anything else, please dont hesitate to reach outIm happy to help!

  Again, Im really sorry for the inconvenience and I truly appreciate your patience. 

  Best,

  Nina 

  Cleverbridge Customer Support 

  Customer Answer

  Date: 03/14/2025

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

• Initial Complaint

  Date:02/20/2025

  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.

  ***** also known as Cleverbridge is a company that offers virus protection software to its clients. They have you sign up for a free trial. The system did not suit our needs. We emailed to cancel, found a number online to cancel as doing so online required a code we did not have. After talking to someone and being promised that they would terminate, they charged charging the account. After several calls and attempts to cancel and promises made from them to cancel, thy attempted charging me 8 total times. They trying sometimes more than once a day. I had to disable my card. My bank is worried about this company and nothing I can do can make it stop and this is disrupting to my business account. I have had to shift money over as soon as it comes in to protect it from them. I feel helpless because they are relentless, they will not cancel me, they keep trying to take money and we tried cancelling even before the trial was over. Buyers Beware!

  

  Business Response

  Date: 02/24/2025

  Hi *******,
  
  Thank you for sharing your feedback. We sincerely apologize for the unexpected charge attempts and any inconvenience this may have caused.
  
  Cleverbridge is an e-commerce platform that handles payment processing and billing for various software and cloud service providers, including *****. We have taken the necessary steps to remove your payment details and any other relevant information from our system. You will not be charged again, nor will you receive any further emails from Cleverbridge.
  
  We appreciate your understanding and are here if you have any further concerns.
  
  Best regards,

  
  ****
  Cleverbridge Support Team

• Initial Complaint

  Date:02/14/2025

  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 1/18/25 I was charged $24.95 for a CCleaner Professional up grade to my computer. The up grade did not work and I am still getting messages to up grade my C Cleaner.. I would like a full refund and don*t want to do business with this company anymore!

  

  Business Response

  Date: 02/21/2025

  Dear *******,

  Thank you for your feedback, and I sincerely apologize for the technical issues you experienced. I completely understand how frustrating that must have been.

  Please rest assured that we have processed a full refund to your account today, and no further charges will occur.

  For your convenience, Ive attached the refund confirmation for your records. If you have any questions or need further assistance, please dont hesitate to reach outwere happy to help!

  You can contact our customer service team here: ***************************************************

  Best regards,

  
  ****
  Cleverbridge Customer Support

  Customer Answer

  Date: 02/21/2025

   
  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:02/13/2025

  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 canceled this product and this company still deducted ***** from my account. 

  

  Business Response

  Date: 02/21/2025

  Dear ******,

  Thank you for reaching out and sharing your feedback. We sincerely apologize for any inconvenience this may have caused.

  Our records show that the cancellation was processed after the renewal charge had already gone through. However, we issued a full refund back to your **** on February 13, 2025.  No further charges will occur, and you should already see the funds back in your account.

  For your convenience, Ive attached the refund confirmation again for your records. If you have any questions or need further assistance, please dont hesitate to reach outwere happy to help!

  You can reach our **************** team here: ***************************************************

  Best regards,
  

  ****

  Cleverbridge Customer Support 

   

  Customer Answer

  Date: 02/21/2025

   
  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,
  
  ****** *******