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:03/12/2024

  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.

  After I cancelled a renewal with my software company I was still charged, for two years, by Cleverbridge. My Discover card refused my complaint because they said that I was in an automatic renewal contract. Cleverbridge owes me $550. They also stole from a card that I never gave them (that still shocks me. It's happened to so many people.) I posted something like this a few days ago but BBB is supposed to list these in order of date filed & I don't see mine. I spoke with a lawyer *********** said that this new cart system is illegal. I see that people using it are already getting ripped off. Cleverbridge is betting that you forget to cancel after that year goes by. Even then they break those rules. There are also just plain illegalities. They are crimes. Every state and D.C. have consumer protection laws. I can't afford a lawyer and I'm not up for small claims court. I guess I will call the ** Attorney General. My lawyer-friend told me that the only way to stop a crime like this is to ask the software company, (who you plan to purchase from or have purchased from), who they've hired to take care of their financial end. I just found something today & I asked that question. They said ************************** said goodbye (Ease US Todo.) Just try to get in that habit. Complain everywhere online. Tell your friends. I know that BBB may not like this kind of complaint, but they need to be there for the *************** always alert people to scams. I can't believe they'd let thieves get away with this. I did find an office in *******. You might want to send them a letter about your experience. (They have a nice webpage.)

  

  Business Response

  Date: 03/14/2024

  Hi ****,
  

  Cleverbridge is an e-commerce company providing payment and billing support to many software and cloud service providers.

  I'm glad you reached out because I would like to help and provide as much information about this unknown charge as possible. Our customer service team is ready to assist you with the charge location and a possible refund. 

  I realize how distressing it can be to find an unknown charge on your account, and I would like to apologize for any inconvenience this may have caused. 
  
  Unfortunately, I haven't been able to find any orders in our system based on your name or email address
  
  Please could you provide us with the following data so that we can try to locate the charge:
  
  Exact amount that you see (including currency)
  Date of charge
  Last 4 digits of the card that was charged
  Alternative email addresses that the charge might be associated with
  The PayPal Invoice ID (if this is a charge that you are seeing in your PayPal account)

  If there's any other information you could provide such as the names of anyone else who has access to your card, that would be extremely helpful. If you have an unknown debit charge, please could you provide us with your IBAN. Even a screenshot of your statement (with any sensitive information obscured please) could help us to locate this charge for you.
  
  You can reach our customer support team here: 
  
  ***************************************************
  
  You can also easily use our Purchase Lookup page  to find all the orders you made via Cleverbridge. 
  
  ******************************************************************************************
  
  Simply enter your e-mail address and the list will be sent to you.Just make sure to check your email's junk/spam folder in case you don't find it in the inbox.
  
  I appreciate your patience and cooperation. We're looking forward to getting to the bottom of this and helping you in any other way we can.
  
  Please let us know if there's anything else we can do for you, and thanks for contacting Cleverbridge!

  Best regards,

  ****

  Customer Service 

   

  
  

• Initial Complaint

  Date:03/12/2024

  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 fraudulently charged my CC for a purchase that I didnt make. My CC was in my possession at all times. I purchased a 2 year subscription to their security software for my laptop in November 2022. Its called Malwarebytes Premium. On March 10, 2024 I noticed a charge on my CC for $63.80 from them for a new 2 year subscription and a cancellation of the subscription that I still had 8 months left on before the renewal date in November 2024. I didnt make any changes to my account with them and I had not even used my laptop in several weeks. No one has access to my device or CC but my account with them has always been set to auto renew. I have contacted them 3 times providing them with the receipt from my purchase in November 2022 advising them that they made a mistake. I have also provided them with a screenshot of their product on my computer that I purchased in 2022, showing the renewal date of Nov 2024. Still no response. There have not been any changes made to the product that I purchased in 2022 showing on my laptop and they need to fix their mistake.

  

  Business Response

  Date: 03/14/2024

  Hello *****,

  I've noticed your Malwarebytes subscription started on 25-Nov-17 and is due for renewal on November 25, 2024.

  However, apart from this order, I couldn't locate any recent charges or orders associated with your name or email address in our system. The credit card statement doesn't indicate Cleverbridge. Are you certain that we charged your card?

  I apologize for any inconvenience this *** have caused regarding the unknown charge. It's possible your transaction was processed by another e-commerce provider rather than Cleverbridge. I recommend checking your billing records or any confirmation emails you *** have received to confirm who processed the charge.

  If you're certain the charge was through Cleverbridge, could you please provide additional information that might help us locate your order? This could include a screenshot of a statement (with confidential information removed) or an alternate email address that *** have been used. We're here to assist you in any way we can.

  Feel free to contact our **************** team at:

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

  Thank you for your cooperation.

  Best regards,

  ****

  **************** 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21424660
  
  I am rejecting this response because:

  I received an email from your company on March 11, 2024 telling me that my current subscription had been deactivated and replaced with a new one. As of yesterday when I turned on my laptop, the security software had been changed to an upgraded version and the privacy software had been deactivated in an effort to force me to purchase the higher priced version. I did not request nor did I make these changes. Please see additional attachments.

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

  

  Business Response

  Date: 03/15/2024

  Hi *****,
  
  If you received an email from Cleverbridge, kindly attach it here so that we can locate the order and check for a refund. All the screenshots you attached show that the subscription you have with Cleverbridge is canceled and we could not locate the charge you are referring to
  
  If you received an email from Malwarebytes, please note that you are contacting Cleverbridge not Malwarebytes. 
  
  You can reach out to Malwarebytes at 
  
  ************************.

  Thank you for your cooperation.

  Best regards,

  Nin 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21424660
  
  I am rejecting this response because:
  
  I cant attach the email that I received on March 11th 2024. This system is not accepting it. Is there another way that I can send it to you? I have also sent the email from 3/11/24 to Malwarebytes customer support team, ticket #Malwarebytes Support ticket *******, and they have verified that this is from their distributor, Cleverbridge, so I am at a loss as to why you have no record of it. Yes, I would like to have my funds returned because I did not authorize this transaction. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/18/2024

  Hi *****,

  Thank you for your message. I have reached out to you in a separate email that you will receive shortly so we can help get to the bottom of this charge. 

  Please reply to that message directly and we can assist you.

  Thanks,

  ******

  Customer Answer

  Date: 03/18/2024

  Complaint: 21424660
  
  I am rejecting this response because: This is what I see in my account tab, in addition to the updated subscription that I did not purchase. Why would I when the product is showing a renewal date of November 2024?? Also, someone FINALLY picked up the phone at the number listed with the charge on my CC. She said that this was an automatic renewal from you and that they are just the billing company. #1 product I had on laptop since 11/2022
  
  Sincerely,
  
  ************************;  

  

  Business Response

  Date: 03/18/2024

  Hi *****,

  Thank you for replying to me message via our support channel. As discussed. The charge you have from March 11th was not processed by Cleverbridge. I can confirm the last charge for Malwarebytes is dated November 24, 2023 from Cleverbridge. If you compare the charge from March 11th to November 24, 2023 you can confirm that March 11th shows 2COCOM*MALW vs. Cleverbridge charge will show CBI*Malwarebytes. 

  In order to receive your refund from the company that charged you, please contact 2checkout. You can also contact your card issuer to assist you with contact details for the billing company. I can assure you we have not charged you on March 11th and therefore are unable to refund money that we did not receive. 

  Please contact 2checkout aka ******** as soon as possible to expedite your refund.

  Order lookup: **********************************************
  Contact: ********************************************************

  Thank you for your understanding!

  ******
   

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21424660
  
  I am rejecting this response because:

  This is BS! The email I received was from Cleverbridge informing me of an updated subscription that I DID NOT ORDER, DID NOT AUTHORIZE, AND DID NOT ACTIVATE!! This company is playing a bait and switch game and I WILL NOT have them charging me for something I did not order! Everyone wants to pass the buck. Cleverbridge, ***************************** Support and now this 2Com company! This is FRAUD and you will be hearing from my attorney 

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

  

  Business Response

  Date: 03/20/2024

  Hi *****,
  

  Thanks for reaching out .

  I would like to provide clarification on the email you received from cleverbridge on March 10, 2024.

  The update is that your subscription has been canceled online, ensuring that it will not renew again in the future.

   Regarding the charge you mentioned ,it has been processed by a competitor of ours, 2Checkout. Therefore, if you have any inquiries specifically about this charge, we kindly advise you to contact them directly for further assistance: ******************************

  I understand that this may have caused some confusion, and I apologize for any inconvenience it may have caused. Rest assured, the subscription for Malwarebytes Premium processed through cleverbridge has been canceled, meaning you will not be billed by us again.
  
  Thank you for your understanding and patience in this matter.
  

  Best regards,

  ****

  Customer Service 

• Initial Complaint

  Date:03/11/2024

  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.

  It was stated in writing on February 25, 2024, that I would receive a refund of $***** for cancelling my subscription; Cleverbridge Reference Number: *********. I checked my bank account multiple times, but NO refund ever appeared. I notified Cleverbridge today, March 11th, and they stated that my refund was issued back to my **** on February 25th and that I needed to contact my bank. I knew what they were saying could not possible be true, because I did not contact them about my refund until February 25th. I called my bank immediately, and they informed me that Cleverbridge took ***** from my account on February 26th/27th... I cannot recall which date... AND NEVER EVER REFUNDED MY ***** back to my account. And, of course, Cleverbridge's next email basically stated... that they meant the 26th not the 25th... after I called them out and informed them that I did not even talk with them until the 25th, so how could a refund have been issued back to my **** on the 25th. CLEVERBRIDGE HAS NEVER EVER ISSUED A REFUND BACK TO MY **** LIKE THEY STATED THAT THEY HAD; never... and that is according to my bank who checked thoroughly.

  

  Business Response

  Date: 03/12/2024

  Dear ********,

  Thank you for reaching out and sharing your feedback with us.

  We understand how frustrating it can be to discover an unknown charge on your account, and I sincerely apologize for any inconvenience this may have caused you.

  At Cleverbridge, we specialize in providing payment and billing support to numerous software and cloud service providers.

  After thoroughly investigating our system, I'm pleased to confirm that your refund was successfully processed on February 26, 2024. You should have received a separate email from our system containing your official credit note to ******************** (the address used for the purchase).

  If you haven't seen it yet, please check your spam or junk folder, and you can find it attached again.

  Rest assured, everything has been taken care of on our end. However, please note that it may take up to five to seven business days for the refunded amount to reflect in your account ( **** ending with ****9796).

  If there's anything else we can assist you with or if you still have not received the refund, please don't hesitate to contact us through the following link: ***************************************************
  

  Thank you for your understanding.
  

  Best regards,

  ****

  Customer Service 

  Customer Answer

  Date: 03/12/2024

   
  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 spoke with our bank again today; everything has been resolved.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/11/2024

  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 called on March 6 to cancel my subscription to Avira (an affilliate of **********************). It took me hours to find the correct customer phone number. I spoke to a customer representative who kept hanging up the phone. After several call backs, I finally spoke to a customer representative who cancelled my subscription. On March 9th Avira did not cancel my subscription and took my money out of my bank without my permission. I called back on March 11 and spoke to a supervisor who informed me that he cancelled my subscription and will refund my money. I am in the process of speaking with my attorney and contacting my back to sue ********************** and Avira for this fraud.

  

  Business Response

  Date: 03/12/2024

  Hi ******,

  Thank you for reaching out and sharing your feedback with us. We understand how frustrating it can be to discover an unknown charge on your account, and I sincerely apologize for any inconvenience this may have caused you.

  At Cleverbridge, we specialize in providing payment and billing support to numerous software and cloud service providers. To ensure you receive swift and efficient support, all product and order-related inquiries are now being handled by the experts: the dedicated support team at AVIRA directly.
  

  You can reach them here: **********************************

  After thoroughly investigating our system, I'm pleased to confirm that your refund was successfully processed yesterday, March 11, 2024 by *****. You should have received a separate email from our system containing your official credit note. If you haven't seen it yet, please check your spam or junk folder, if applicable. 

  Rest assured, everything has been taken care of on our end. However, please note that it may take up to five to seven business days for the refunded amount to reflect in your account.

  If there's anything else we can assist you with, please don't hesitate to let us know.
  

  Best regards,

  Nina 

  Customer service 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21416558
  
  I am rejecting this response because:
  I have not heard from my bank nor received any notification from my bank that the funds have been returned.  

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

• Initial Complaint

  Date:03/11/2024

  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.

  I recently noticed, on a credit card statement, that Cleverbridge charged me although I had canceled with the software company. They also charged a credit card that I never gave them. I see others say the same thing. I'm not up for a fight with crooks. I want my money but I can see that I won't get it. They are easy to read.Here's the thing. I think they are breaking ******** law. Cleverbridge has this new system but it only affects the initial sale. Of course you'll fill out stuff when you buy something. Then when your term ends (usually a year?) they'll charge you again. ******** law is clear about Automatic Renewals (815 ILCS 601.) They have to give you 30 days notice before the date they take your money. There are all kinds of factors that they have to follow in order to make it easy for the buyer to cancel before the 30 days. I think that you can just ****** the law. I understand that other states have similar laws. It seems that that Cleverbridge's new system is built so they can charge you without one word after the initial payment. So they win again. Sneaky. ******** law says they are committing a crime under the Consumer ***************** Business Practices Act. It's an automatic $10,000 fine here. Has anyone looked into this? Anywhere ? I know that most states would have this. Do they have offices anywhere else? (And what's with BBB giving them an A+?)

  

  Business Response

  Date: 03/12/2024

  Dear ****,

  Thank you for reaching out and sharing your feedback with us.

  At Cleverbridge, we specialize in providing payment and billing support to many software and cloud service providers. We understand the frustration that comes with discovering an unknown charge on your account, and I sincerely apologize for any inconvenience this may have caused you.
  

  After conducting a thorough search in our system, I regret to inform you that I haven't been able to locate any orders associated with your name or email address.

  To assist us in locating the charge you've mentioned, could you kindly provide the following details:

  -The exact amount of the charge (including currency)
  -The date when the charge occurred
  -The last 4 digits of the card that was charged
  -Any alternative email addresses that the charge might be linked to
  -The PayPal Invoice ID (if applicable)

  Additionally, if there are any other pertinent details you could provide, such as the names of individuals who may have access to your card or your IBAN in the case of a debit charge, it would greatly aid us in our investigation.

  Even a screenshot of your statement (with any sensitive information obscured, of course) could be helpful.

  You can reach our dedicated support team through the following link:

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

  On this page, you can easily access all the orders you've made via Cleverbridge by entering your email address. Please remember to check your email's junk/spam folder in case you don't find it in your inbox.

  We genuinely appreciate your patience and cooperation as we work to resolve this issue promptly. Our team is committed to assisting you in any way we can.

  Best regards,

   

  Nina 

  Customer Service 

• Initial Complaint

  Date:03/05/2024

  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 purchased a copy of parallels desktop for Mac on 2/14/23 for my computer and it auto renewed a year later- reference number *********. Parallels says on their website that you are entitled to a refund within 30 days. They tell me to contact cleverbridge to get my refund and cleverbridge. Just ignores my request for refunds. Ive gotten a couple automated emails to go to alludos website who makes the software, but when I submit a refund request with THEM, it tells me to go to cleverbridge. I am seeking a refund from the company, as well as they need to change their practices regarding refunds.

  

  Business Response

  Date: 03/06/2024

  Hi *****,

  I'm glad you reached out because I'm here to help and provide as much information as possible regarding the unknown charge you've encountered. I understand how distressing it can be to discover an unexpected charge on your account, and I sincerely apologize for any inconvenience this may have caused.
  

  Unfortunately, I've been unable to locate any recent renewal orders or charges in our system based on your name or email address.
  

  To assist us in locating the charge, could you please provide the following details:
  

  -Exact amount of the charge (including currency

  -Date of the charge

  -Last 4 digits of the card that was charged

  -Alternative email addresses that the charge might be associated with

  -The PayPal Invoice ID (if applicable)

  Additionally, any other information you can provide, such as the names of individuals who may have access to your card or your IBAN in case of a debit charge, would be extremely helpful. Even a screenshot of your statement (with sensitive information obscured) could assist us in locating the charge for you.
  You can reach our customer support team here: 

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

  Please ensure that you leave the manufacturer name blank. Since Parallels took the support in-house, your message will be forwarded once you fill out the field with their name. Please make sure to leave it blank.

  Thank you for your patience and cooperation. We're looking forward to getting to the bottom of this and assisting you in any other way we can.

  Best regards,

  *********;

• Initial Complaint

  Date:02/21/2024

  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 CBI*Cleverbridge.Net illegally and fraudulently deducted from my bank account $317.86. I have never authorized this company to deduct any monies from my account.. I'm not aware of who this company is.

  

  Business Response

  Date: 02/28/2024

  Hi *****,
  

  Thank you for reaching out and sharing your feedback with us. We genuinely apologize for the unexpected charge and any inconvenience it may have caused you. Please know that addressing your concerns is our top priority, and we're committed to resolving this matter promptly.
  To better assist you, could you please provide us with the details of your order?

  You can reach out to our dedicated support team with your reference number using the following link:

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

  Your cooperation in this matter is greatly appreciated, and we eagerly await the opportunity to assist you further.

  Thank you for your understanding.

  Warm regards,

  ****

  Customer Service Manager

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21328395
  
  I am rejecting this response because: I did as they requested and all it stated was for me to add other information such as my order number/reference number etc feedback information request?? I never had a order number or reference number because I NEVER PLACED an ORDER with them ! I just want my moneys refunded and no other contact from them. If they refuse to refund monies maybe the attorney general should investigate this company for fraud. see in attachment enclosed
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/05/2024

  Hi *****,

  Thank you for your reply.

  Cleverbridge is an e-commerce company providing payment and billing support to many software and cloud service providers.

  I would like to assist you in resolving the issue of the unknown charge on your account. I understand how distressing it can be to discover an unexpected charge, and I sincerely apologize for any inconvenience this may have caused you.

  Upon conducting a thorough search in our system, I regret to inform you that I have been unable to locate any recent charges associated with your name or email address.

  While you did purchase software products with us several years ago, such as Nero Burning ROM 2015 - Platinum and Upgrade, I could not locate any recent charges. This is why we are asking for additional details, usually found on your credit card statement.

  In order to further investigate and help you locate the charge, could you please provide us with the following details:

  - Last 4 digits of the card that was charged
  - Any alternative email addresses that the charge might be associated with

  Additionally, if there are any other details you can provide, such as the names of individuals who may have access to your card or your IBAN in case of a debit charge, it would be greatly appreciated. 

  Thank you for your patience and cooperation in this matter. We are committed to resolving this issue and assisting you in any way we can.

  Best regards,

  *********;

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21328395
  
  I am rejecting this response because: I need my money refunded since I did not purchase any product from you. But as requested here is the last four of my credit card #****, also the receipt where you deducted this money from my account is already listed in documents on record. Thank you
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/06/2024

  Hi *****,
  I'm pleased to inform you that our Payment team has successfully located the charge.

  The product purchased was Windows Key Business, and the person who placed the purchase used the following contact information:

  Name: ************************

  Address: ***********************************************************************************

  Email: **********************

  As per your request, I'm delighted to confirm that your refund has been processed successfully today, March 06, 2024. You can find the refund confirmation attached to this email.

  Please note that while everything is taken care of on our end, it may take up to five to seven business days for the money to be refunded back into your account.

  If you require any further assistance or have any other queries, please don't hesitate to let us know. Thank you for choosing Cleverbridge!

  Best regards,

  *********;

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21328395
  
  I am rejecting this response because: We had to request another replacement credit card due to the action of this charge being reported as fraud and/or scam, therefore a new card was issued. We do agree to this settlement provided we are mailed out a certified/official  bank check etc. To give out our new credit card information could lead to more unauthorized charges. If company agrees to these terms and monies can be mailed to address on file. Thank You
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/06/2024

  Hi *****,
  
  Thank you for reaching out. The refund has already been processed. If a new card has been issued in the meantime, the refund will be transferred automatically to the connected bank account or card. Please note that we can only refund payments back to the original payment method used. I recommend reaching out to your payment provider to verify this process. If the refund fails, our payment team will be alerted and will get in touch to resubmit the refund. If you have further questions or queries, we ask you to contact our support team directly through this link: ***************************************************
  
  Best regards,

  Nina 

   

• Initial Complaint

  Date:01/27/2024

  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 purchased a ****** standard suite renewal application from Cleverbridge (Corel.com) in late September online. During my many frustrated attempts to activate the software on multiple occasions I inadvertently created duplicate purchases, each time being completely unaware that I had purchased a new application until and I received my credit card bill months later. There was no purchase carts or confirmation emails sent informing me of these mistaken purchases. These 3 additional app's purchases occurred over a 3 month period (Sept Nov) on the same lap top all resulting from a poorly explained activation process. Unfortunately, there are no phone numbers or email contact information for customer service. The only method available is online request forms to communicate problems. The only support they offer for billing or activation problems is a prewritten common question and answer page.I have sent communications with the submissions of their request form that they can easily verify that these 3 purchases have not been activated and that all purchases were made from the same IP address, (these apps can not be transferred between computers) and obviously I could not use 4 duplicate software's on the same computer. I have explained this problem on multiple occasions while completing the required refund form request for each false purchases and explained to this company what occurred. Frankly, I am not certain that these were purchased by me. After 8 refund requests I have received notice by automatic email noreply that they confirmed receiving my request form yet no refund of response to my request for a refund. (I have attached a few that were answered) Finally on January 15th, I received a single response from this firm stating that they have canceled one of the 4 subscriptions. No further explanation was offered or discussion concerning the refund request. This is not an ethical or a professional practice in conducting business.

  

  Business Response

  Date: 01/29/2024

  Hi *******,
  
  Thank you for your email. We apologize the confusion and inconvenience caused. 
  
  You have two active and one refunded subscription for *************** Suite .
  
  The first one was originally purchased on 17-Sep-2an, and renwed on 17-Sep-23. The refund for this order has been issued on Otcober 16, 2023.  Youll find all the information about that order HERE.
  
  The second subscription # ********* was started on 07-Oct-23  for $37.83  and its set to renew on 07-Oct-24 . Order information HERE.
  
  The third subscription # ********* was started on 10-Nov-23  for $37.83, all automatic renewals have been deactivated, so it will not renew Order information HERE.
  
  In case you arent going to use both active subscriptions, just let us know which one youd like to be refunded. Well be happy to look into it in accordance with WinZips refund policy. I reached out to you personally via email. 
  
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

  Best regards,

  ****

  Customer Support Manager 

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21209411
  
  I am rejecting this response because: Thank you for your long overdue response. My records match your records for 2 products billed to my credit cards that have not been activated or used. 
  
  As you will note from the BBB complaint that I am and have been requesting refunds for both orders #********* & #********* for several months on multiple occasions without a response, only receiving just a few auto no-reply acknowledgements from your group on the request form.

  Please process the refunds for $75.66 to resolve this matter. Thank you for your assistance with this matter
  
  Regards
  ***************************
  
  

  

  Business Response

  Date: 01/30/2024

  *********************
  Assign
  
  
  
  Today 11:23
  
  
  Hi *******,
   
  Thank you for your response. We apologize for any inconvenience caused by the back-and-forth, but please rest assured that we are dedicated to resolving this issue to the best of our ability. 
   
  It seems that your initial refund requests were sent to no-********************************* Please be aware that this email address serves as our system delivery address and is unable to receive emails, hence your message has not been received.
   
  I've now forwarded your refund requests to WinZip for their review. They will assess the requests and provide us with an update on their approval status.
   
  You can expect to receive an email within the next two business days, informing you of the status of your refund request. If your request is approved, we will send you a confirmation message once the refund has been processed. In the event that your request is denied, you will also receive an email notifying you of the decision, either from us here at Cleverbridge or directly from WinZip.
   
  If you require any further assistance, please don't hesitate to let us know. Thank you for choosing Cleverbridge!
   
  Best regards,
  Sincerely,
  ************
  Cleverbridge Customer Support

• Initial Complaint

  Date:01/26/2024

  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.

  This company is avoiding issuing refunds for subscription services that have been canceled a year previous. I'm trying to cancel and their website does not allow refunds but says they do??? They make it impossible to to process a refund and hide behind a computer. They have no telephone number to talk directly to resolve the problem.

  

  Business Response

  Date: 01/29/2024

  Hi ****,
  
  many thanks for your email. We are sorry for the inconvenience.
  
  We strive to offer excellent customer service, and we can provide our highest quality of support when we focus our efforts on email.
  
  We offer a whole host of useful FAQs, step-by-step guides, and information in our help center. There you can also look up a purchase by email, request a refund, and find out who to contact if you need technical support. Please head to our website here.
  
  You can also easily use our Purchase Lookup page to find all the orders you made via cleverbridge. Simply enter the e-mail address you used when you made the purchase and the list will be sent to you.
  
  While we no longer offer phone support, we will continue to provide quick, competent, and personalized support via email.
  
  Im happy to confirm that your refund has been processed successfully today, January 29, ****. 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 on our end, 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!

• Initial Complaint

  Date:01/13/2024

  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 ordered the product (Parallels for ************ Edition) because of the 30 day money back guarantee. When I tried to request a refund, I kept getting the run-around. I followed the instructions and filled out an initial refund request. I was then sent an email asking me to fill out a different form. This led to a third form. The third form led me back to the first form. It's a big circular loop of runaround. My invoice date is December 14, 2023. I first filed for a refund on January 6, ****. I filled out the additional forms today on January 13, ****. Both my January 6 and January 13 attempts to request a refund have not been honored.

  

  Business Response

  Date: 01/15/2024

  Hi ******,
  
  We apologize for the delay. 
  
  Im happy to confirm that your refund has been processed successfully yesterday,  January 14, ****. You should have received a separate email from our system containing your official credit note. You can find the confirmation attached again.
  
  Just so you know, everything is taken care of on our end, 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 regards,

  ****

  Customer Service Manager