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:10/02/2024

  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 was charged twice for the same product (CCleaner Professional 1 Year, 1 home PC Professional subscription, billed annually) on September 29th because the first time I attempted to pay, I received an error message saying There was an issue processing your payment. Please try again later. and I assumed that meant that the first payment did not go through. When I checked my pending charges the next day and received two receipts, I filed a ticket with their billing department requesting a refund of one of the charges (September 30th). Today is October 2nd and I have yet to receive a response and my bank has processed both payments, which are both set to be annual charges, even though I only have one computer and, therefore, do not need two subscriptions. I paid $15.14 per subscription and would like a full refund of one of them, please.

  

  Business Response

  Date: 10/04/2024

  Hi ****,

  Thank you for taking the time to provide us with your feedback. Cleverbridge works with software companies and provides payment and billing services. We have received your request for a refund and the refund process has begun.  Youre going to receive a separate email from our system that will contain your refund status. I am sorry for the delay in our response. We will be refunding reference 480600208, leaving the active order as reference 480600166.

  Please feel free to reach out to us if you have any questions at: *********************************************

  Thank you!

  ******

  Customer Answer

  Date: 10/05/2024

   
  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:08/28/2024

  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.

  What product did I buy from you? What is CleverBridge? You billed me $59.95 2 days ago. For what? If I go to your website and try to find what it is that I might have bought from you, I cannot find any that applies to me. CleverBridge may be your company but what is your product?

  

  Business Response

  Date: 08/30/2024

  Hi ******,

  I'm sorry for any confusion but I believe I can explain.

  yearly subscription to CCleaner Professional Plus for 3 PCs that automatically renewed on 25-Aug-24 . Your Professional Plus subscription order ********* started on 24-Sep-23 and has renewed automatically for $59.95.
  
  To ensure your premium features continue without interruption, your account was billed 30 days in advance of your current subscription expiry.
  
  We sent you an email confirming your renewal to the address on file, ************************* , which had your receipt and order information. Just in case you didnt receive it, youll also find the same information HERE.
  
  We try hard to make sure the renewal process is as clear as possible, so we take several steps to make sure customers know that they have signed up for a recurring subscription.
  
  -Its stated in the shopping cart before you place your order.
  
  -Theres a reminder shown on the last page of the checkout process, and customers have to confirm that they know theyre purchasing a subscription before they complete their order.
  
  -When we send your order confirmation email, it states You are subscribed to a multiple payment product and lets you know when its going to renew.
  
  -We give you an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  
  If you want help cancelling your subscription or if you didnt want to renew and would like to request a refund, please consult one of our articles to explore our self-service options:
  
  -How can I cancel my subscription??
  -How can I receive a refund??
  
  Alternatively, please let us know and well be happy to assist you with your subscription cancellation or refund request.
  
  ?I hope this clears up any confusion, and thanks for contacting Cleverbridge!

  Kind regards,

  ****

  Customer Service

• Initial Complaint

  Date:08/13/2024

  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.

  Date of transaction )*/13?2024 Unauthorized transaction from my bank account.Company name: ********************** ************************ GmbH)I canceled this subscription a year ago. And did not renew it.The date of the original original subscription was 08/13/2023 The new renewal date is 08/13/2024 which I did not authorize because I had previously canceled the subscription.The reference number they gave me was: ********* The name of the software was Parallels Desktop for Mac Pro Purchase price (which was deducted from my account) was $131.09 I have filled out their complaint forms but it just sends me in a circle to do it again and again.Please help I'm on a limited income

  

  Business Response

  Date: 08/15/2024

  Dear *****,

  Thank you for reaching out and providing the details of your concern. I apologize for the inconvenience this has caused

  After reviewing your account, it appears that the subscription for Parallels Desktop for Mac Pro was still active. You had two separate subscriptions: one for the Standard edition and one for the Pro edition. We had only received a cancellation request for the Standard edition.

  I have now canceled the remaining subscription and issued a full refund for the recent transaction. You will receive a confirmation of the refund, including your credit note, shortly.  Please allow 5-7 business days for the refund to reflect in your account.

  We apologize for any confusion and inconvenience this has caused, especially given your limited income. If you have any further questions or need additional assistance, please let us know.

  
  Kind regards,

  Nina 

  Customer Service 

• Initial Complaint

  Date:08/05/2024

  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.

  Nitro uses Cleverbridge as their payment and ordering source. I purchased Nitro Pro several days ago and have sent several messages to obtain my activation code. I have contacted ***** and found their customer support to be nonexistent. I have contacted Cleverbridge and found their customer support to be nonexistent. The only thing that has been done is my purchase has been taken out of my account..

  

  Business Response

  Date: 08/08/2024

  
  Hi *****,

  Im really sorry to hear youve had trouble getting your product up and running. I know how frustrating that can be and I want to help make this right for you.

  It sounds like creating an account is the first step to start using Nitro. As soon as you reached out to us on August 6th, we forwarded your issue to the manufacturer to get you the help you need.

  Heres how to set up your Nitro account:

  - Look for an email from "Team Nitro" with the subject "Activate Your Nitro Account."
  - Click on "Set up account" in the email to create your password and activate your account.
  - Youll be redirected to the Nitro Admin portal, where you can access your products.

  If you dont see the activation email, it might be hiding in your spam folder. 

  If things still arent working, wed be more than happy to process a refund for you. Just let us know, and well take care of everything.

  Again, Im really sorry for the inconvenience and we appreciate your patience and understanding. Please dont hesitate to reach out if theres anything else we can do for you.

  Best regards,

  ****

  Customer Service

• Initial Complaint

  Date:07/31/2024

  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.

  Cleverbridge (Reference Number: *********) illegally charged my credit card today for CCleaner Professional renewal but my subscription does not expire till Aug 28 2024 so I should not have been charged till then. Copy/paste: Your subscription for "CCleaner Professional" started on 8/28/2023. The next payment is due on 8/28/2024.Also, I did NOT agree to renew this subscription and CANCELLED the subscription online (docx previously uploaded). The company has not replied to my emails and webmail refund requests and you can not reach a live person when you call ?**************? (phone# listed on credit card charge). This company should be fined and black listed!

  

  Business Response

  Date: 08/05/2024

  Hi ****,

  Thank you for sharing your feedback. Were always looking to improve our customer service, so your input is appreciated.

  I wanted to let you know that since Piriform has taken customer support in-house, all your emails have been forwarded directly to their team. You should have received this information in your ticket.

  Regarding your CCleaner Professional subscription (order *********), it began on August 28, 2023, and was renewed automatically on July 29, 2024. To ensure uninterrupted access to your premium features, your account was billed 30 days in advance of the subscriptions expiry.

  Im pleased to confirm that your refund was processed successfully on August 1, 2024, at 5:31 PM. You should have received a separate email with your official credit note. If you havent seen it, please check your spam or junk folder.
  Please note that it can take up to five to seven business days for the funds to appear in your account. Ive attached the refund information for your convenience. 

  If you have any further questions or need additional assistance, feel free to reach out. Thank you for contacting Cleverbridge, and please let us know if you would like to discuss the automatic renewal refund further.
  

  Kind regards,

   

  ****

  Customer Service 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22073869
  
  I am rejecting this response because my subscription renewal/next payment date was August 28, 2024 NOT July 29, 2024 and I had already cancelled the subscription on July 29- 1 month before it was to expire. I sent numerous emails, and webmails to request a refund but there was no response (YES, I CHECKED MY SPAM FOLDER).

  That's a triple whammy: 1. Billed 1 month before subscription expired with no notice or authorization 2. Subscription was cancelled 1 month prior to expiration, but still billed  3. No response to emails/webmails and not possible to speak to anyone or even leave a voice message when I called the 800 ph#.  CCleaner should be instructed to stop their unauthorized, fraudulent billing 1 month in advance of subscription expiration stopped!

  Furthermore, a complimentary 1 year subscription extension is kindly requested for all my time, effort and frustration/disappointments.

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

  

  Business Response

  Date: 08/09/2024

  Hi ****,

  I hope youre doing well.

  As previously mentioned, to ensure your premium features continue without interruption, your account was billed 30 days in advance of your current subscription expiry. You were notified of this early charge via email on June 20, 2024( please refer to attachment) 

  Im sorry for any inconvenience caused by this unexpected charge.

  The order has been refunded, and if youd like to discuss compensation for the time and frustration this may have caused, please reach out directly to Piriform at:

  E-Mail: ********************

  Online Contact Form: ***************************

  Cleverbridge provides payment and billing support for various software and cloud service providers. Decisions regarding discounts, free products, or compensation are handled by the manufacturer.

  Thank you for your understanding, and please let us know if theres anything else we can assist with.

  Kind regards,

  ****

  Customer service 

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22073869
  
  I am rejecting this response because no compensation was offered and no response to emails requesting same (********************).  Again, requesting 1 year comp subscription which is not too much to ask considering all the time, effort, energy and frustration this ordeal has caused me.

  The attached invoice for my active CCleaner subscription clearly states it expires Aug 28, 2024 with no notice billing would be 1 month before that and email stating that was never received! Furthermore, I cancelled the subscription  8am July 30, 2024 as per Reference #*********: Subscription canceled!  Despite that and numerous emails/webmails, there was no refund provided UNTIL I filed this BBB Complaint.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has auto deducted 3 payments in the past 4 months from my PAYPAL account totaling $207.52 that i never agreed to or let along talked to anyone. When I call the number provided, i get a message about checking my email when i have nothing in my email regarding these transactions. On March 13th 2024 in the amount of $85.15 On April 22nd 2024 in the amount of $69.17 On June 4th 2024 in the amount of $53.20 You would think they would have better record keeping of what they are charging someone. Seems like a scam to me.

  

  Business Response

  Date: 07/01/2024

  Hi ******,

  We appreciate you bringing this matter to our attention. After reviewing the information, we located your orders based on the name provided on this review. We have multiple subscriptions to CCleaner, and the charges are a result of the renewal of active subscriptions.
  
  Two subscriptions were processed: one was originally ordered on April 1, 2021, with automatic annual renewals. As of June 30, 2024, this subscription has been cancelled, and a refund of $53.20 has been issued to your PayPal account. A refund confirmation was sent to ********************.
  
  The second subscription started on April 11, 2022, and was a two-year subscription that last renewed on March 13, 2024, for $85.15. This subscription has been cancelled, and a request for a refund has been initiated. However, due to the software maker's 30-day refund policy, we are unable to process a refund without their approval.
  
  The third subscription was placed on April 22, 2024, and as of June 30, a request for a full refund was started. If approved, you will be contacted directly by CCleaner. This process may take up to three business days.
  
  You will receive an email confirmation shortly with the cancellation details.

  Thank you for your patience and understanding!

  -***********;

• Initial Complaint

  Date:06/27/2024

  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.

  1st.) Cleverbridge **** renewed (billed me for $161.61 on May 31 2024) for a service of which I did not ask nor wanted to my Bank. Transition ID: 4KA8665238393640B I ask them for a refund immediately of which they said they would ***** me a full refund of $161.61.Now they are saying they forwarded the funds to my 53 Bank on June/01/2024 hence; my bank knows nothing about this refund. Then they say the funds might be at my PAYPAL account (so I checked with them, they know nothing also). Ater several email exchanges... nothing has been resolved and Im still out $161.61.In fact: Now they wont even answer any of my emails!!

  

  Business Response

  Date: 06/27/2024

  Hi ******,

  Thank you for providing all the attachments. Based on what you have sent confirms our records that the refund was issued from Cleverbridge to your PayPal account. The funds from PayPal are then sent to your connected bank account. Please note that we would not have records of the funds moving from your PayPal to your bank. I would recommend contacting PayPal directly to confirm the date in which the funds were to be received by your bank. Our records show the refund was issued June 1, 2024. It can take up to 2 business days to arrive to PayPal. Please find the attached refund confirmation from our end. 

  Thank you for your understanding. 

  Best,

  Ashley 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21912351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/01/2024

  Hi ******,

  Thanks for reaching out. We are sorry for the inconvenience.

  As your statement indicates, the refund has been processed through PayPal and sent back to your credit card issuer.

  Kindly check with your credit card issuer. If they cannot locate the money or the refund transaction either, please send us a copy of the conversation and we will involve our finance department.
  

  Best regards,

  ****

  Customer Support 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21912351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/02/2024

  Hi ******,

  You have provided the same documents for the third time now.

  Your own attachment shows that you received the money back in your PayPal account (see attachment). The screenshot from your PayPal account clearly states that Cleverbridge refunded the amount, which you received in your PayPal account, and then PayPal sent it to your Mastercard.

  Did you read your own statement? Because you are inquiring about a charge that you already received, and you sent us the proof of it.

  Best regards,

  *********;

• Initial Complaint

  Date:06/19/2024

  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.

  On 6/19/2024 I was automatically renewed to a software that I haven't used in quite some time, without my consent. The same thing happened a year ago with the same software. I was issued a refund at the time, but the auto-renewal was still not removed.

  

  Business Response

  Date: 06/20/2024

  Hi ******,

  Thank you for your feedback. I do apologize for the inconvenience that this has caused you. I have reviewed your order and can confirm that ****** has issued a refund as of June 20th.

  Youre going to receive a separate email from our system that will contain your official credit note. If you don't see it within the next few hours, please check your spam or junk folder if you have one.
  
  Just so you know, everything is taken care of but it can take up to five to seven business days to get the money back in your account.
  
  Lastly, your subscription has been cancelled, so you won't have to worry about being charged again.
  
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

  Best!

  ******

• Initial Complaint

  Date:05/24/2024

  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.

  On May 22 I was charged for a not approved subscription renewal with a company I hadn't bought software with in over 5 years. This also occurred in 2022 when I did further research. The amount was for $103.02 and I did not ask for a renewal on this software let alone years YEARS later. I did not utilize this payment method as well and they are utilizing my PayPal to direct debit me. I have attached the transaction in PayPal and would like to understand where they felt this was appropriate to charge me for software that wasn't authorized to renew.

  

  Business Response

  Date: 05/24/2024

  Hi ******.

  Thank you for taking the time to provide us with your feedback. Cleverbridge works with software companies and provides payment and billing services. We have received your request for a refund via your PayPal dispute and the refund process has begun.  Youre going to receive a separate email from our system that will contain your refund status. Please allow 2-3 business days for this update to reflect on your account.

  Have a great day!

  Best,

  ******

• Initial Complaint

  Date:05/22/2024

  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.

  Every year, CleverBridge sends a notice to me (I am 91 years old in assisted living) that they are renewing my WinZip subscription and they charge my credit card.My kids have asked them two years in a row not to send me email and I received another notice again today saying they were going to charge my credit card.I am unable to cancel and they only allow me to cancel the subscription AFTER they charge the card and make me and my kids request a refund.I am 91 years old and this seems like they are targeting me because I am old.

  

  Business Response

  Date: 05/23/2024

  Hi ******,

  Thank you for reaching out to us. I am sorry for any inconvenience. I have cancelled all our active subscriptions to WinZip. You will receive your last email regarding your subscription today confirming the full cancellation. You will not be billed or charged. Based on our notes, your children only requested to cancel February. No further action is required.

  Have a great day!

  -***********;

  Customer Answer

  Date: 05/23/2024

   
  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. I do dispute your assertion that my children only requested to cancel February when you know, for a fact, that is not true and part of your fraudulent scheme to take money from senior citizens.
  
  Sincerely,
  
  *************************