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:02/27/2025

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

• Initial Complaint

  Date:01/29/2025

  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 made a request for a refund for my Solidworks Subscription a few days after I made the purchase. I filled out the necessary form on Cleverbridge's website. I received a confirmation email from them that my Refund was granted and that I had to wait 5-7 days for it to come through. I am basically still waiting. I have reached out again and still waiting on a response. 

  

  Business Response

  Date: 02/04/2025

  Dear *****,

  We sincerely apologize for any inconvenience youve experienced. Your feedback is incredibly valuable to us, and we truly appreciate you taking the time to share your concerns.

  We forwarded your inquiry to our payment processor on January 30, 2025. They confirmed today that your refund has been successfully processed. Here is the transaction number (ARN number) for your reference:

  05372014294442812810199

  We recommend reaching out to your bank or credit card company with this transaction number to check the status of your credit.

  Were glad youve already been in touch with our payment team, and well be happy to investigate further if needed.

  If you have any additional questions, please dont hesitate to reach out. We truly appreciate your patience and the opportunity to assist you.

  Best regards,

  ****
  Cleverbridge Customer Support

• Initial Complaint

  Date:01/21/2025

  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 paid $69.99 to the company Parallels for a product that would "upgrade" a subscription to a lifetime. However, the activation instructions only mentioned that my free trial could not be upgraded AFTER I bought the product. I would think this is a non issue as there is a refund request reason for incorrect item purchased. However, right when I send the refund request and check on it, the status says solved, which cancels out my refund request right as I send it to avoid paying me, in addition to not receiving the promised response from them in 24 hours or less. I would say for that reason they are not only not following their refund guidelines, they are not contacting me back, they are preventing getting a refund, and are avoiding resolving the situation.

  

  Business Response

  Date: 01/27/2025

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

  Thank you for your feedback, and I sincerely apologize for the frustration and inconvenience youve experienced.

  Parallels handles support and refund processing on their end, and I can confirm that your previous requests have been forwarded to them directly. However, to expedite the resolution, we have now processed a refund on your behalf.
  You will receive a confirmation shortly, and the refunded amount will be reimbursed to your Apple Pay account within 35 business days.

  We appreciate your patience and understanding, and we regret any inconvenience caused. Please dont hesitate to reach out if you have any additional questions or need further assistance.

  Best regards,

  ****

  Cleverbridge Customer Service 

• Initial Complaint

  Date:01/02/2025

  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.

  11/28/2024 we purchased a mobile unlocking tool easeUS mobiunlock for *****. Invoice number is BKD-***********. This was a monthly subscription that did not work so we cancelled the subscription the same day and requested a refund immediately. On 12/28 they charged us $66.92 from our ****** after we had cancelled and requested a refund one month prior and have not heard from them. They also made it a bundle adding two extra products we never ordered in addition to the product that did not work and was cancelled. This invoice number is BKD-***********.

  

  Business Response

  Date: 01/06/2025

  Dear ****,

  Thank you for your feedback, and we sincerely apologize for the inconvenience you've experienced.

  Weve checked our records, and we received your first request regarding the cancellation and refund on January 2nd. You raised another request on December 21st, but since you found a solution in our ************ the request was auto-closed. We apologize for any inconvenience this may have caused. Your refund was processed on January 2nd, 2025, and you should have received an email confirming this. I have attached the refund information again for your convenience. Your subscription has been cancelled and will not be renewed.

  We understand the frustration this situation may have caused and truly appreciate your patience. If you have any further questions or concerns, please dont hesitate to reach out.

  Thank you for contacting us, and we apologize again for any inconvenience caused.

  Best regards,

  
  ****

  Cleverbridge Support Team

• Initial Complaint

  Date:12/14/2024

  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.

  I have attempted unsuccessfully to cancel my subscription to ********************************* Suite, having repeatedly walked through their confusing and circular fake cancellation process online, keeps dumping me back to same place with no resolution and no options to call a human to ask in person. The company is lying to me when it sends a link to cancel but that link takes me to dead end every time.

  

  Business Response

  Date: 12/16/2024

  Hi ******,

  Thank you for sharing your feedback with us, and I sincerely apologize for the inconvenience youve experienced while trying to cancel your subscription. I understand how frustrating this situation must have been for you.
  

  Ive routed your concern about the cancelation link to our technical team and they will investigate the issue to ensure the process is working as intended.

  In the meantime, Ive gone ahead and deactivated your subscriptions for WinZip Driver Updater and *********************** Suite, so you will not be billed again. Youll also receive separate cancellation confirmation emails from our system for your records.
  

  If you have any further concerns or questions, please dont hesitate to let us know.
  

  Best regards,

  
  ****
  Cleverbridge Support Team

  Customer Answer

  Date: 12/16/2024

   
  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:12/14/2024

  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.

  I ordered t software program called Nexus 5 and I cannot install it I am getting 403 forbidden errors. Please ask the company to contact me at ************ or at email msk730@zoominternet. Thanks. 

  

  Business Response

  Date: 12/16/2024

  Hi ****,

  Thank you for sharing your feedback with us. Im sorry to hear about the issues youre experiencing with your Nexus5 product. Im glad you reached out, as I can help guide you toward expert assistance.

  The Technical Support team at ****, our partner and the developer of the software, is best equipped to help with activation issues. Ive already forwarded your request to them, but I recommend reaching out to them directly for the fastest response

  Heres how you can contact them.

  Ticket system (account required): ************************ (click on "Submit a ticket" for the login prompt)
  New account setup: ***********************
  Sign-in issues: ***********************

  Their team will respond within two business days. If you dont hear back after that time (and have checked your spam/junk folder), please let us know so we can explore alternative solutions for you.

  Thank you for reaching out to Cleverbridge, and I hope your issue is resolved quickly! Wishing you a great day.

  Best regards,

  
  ****
  Cleverbridge Support Team

  Customer Answer

  Date: 12/16/2024

   
  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,
  
  **** *****