Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2023

  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.

  My debit card was charge for ***** for some computer software. I didn't authorize this charge and want it credit back to my acct. immediately. I dont know who authorized it but I didn't. I dont even know who you people are and expect my refund to be posted today or I will contact the bbb and let them know about your company. Thank you.

  

  Business Response

  Date: 06/23/2023

  Hi ********,

  Thank you for your feedback. We can see you reached out to our team and you have been issued a refund as of June 16, 2023. We have sent you an email that contained your official credit note. If you don't see it, 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.

  Please let us know if you have any question. 

  -******

• Initial Complaint

  Date:04/29/2023

  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 protection software called SurfShark, but upon trying it on my computer, I discovered it was not compatible with my system or devices. I immediately went to the information page to request a refund the very next day. I followed the instructions and submitted my refund request by email as instructed. I did not get any follow up or reply for weeks, so I attempted to contact *********, I did get on representative in a chat to tell me that he could not find any record of my account. He said that I must have deleted the account. I did not, I was waiting for the refund as the instructions stated, and understood it may take some time. I again tried to contact *********, but was unable to reach anyone for support. I continued to see the charge in my PayPal account, so I contacted PayPal for assistance. I also attempted to contact Cleverbridge, and at first did not get any response. Once PayPal contacted them, I began to get responses telling me that SurfShark would handle the issue directly, they assured me they would to "everything they could" to assist me. The latest email is telling me that I had passed the 30 day refund policy and there is nothing they can do because SurfShark claims I deleted the account. They seemed to proudly boast that they have the toughest refund policy law in the country. What does that have to do with this situation, other that sounding like they are bragging about thinking they get away with keeping $99.99 while I have no SurfShark account. That was supposed to be for a whole year of protection which I cannot use. I clearly have a charge on my PayPal and no account with SurfShark. What about my protection as a disabled consumer on a fixed income who is out that money and has no product? And now, as I look here on BBB, I see even more reason to feel like I was scammed. I responded to an ad on ******* that was misleading and now I lost out while a big company gets to make money for nothing. I don't understand.

  

  Business Response

  Date: 05/03/2023

  Hi ********,

  Thank you for reaching out to our support team regarding your refund request. We did receive all of your requests and our team replied promptly and most recently on April 30th. We contacted the Surfshark on your behalf and requested an exception to their refund policy. Unfortunately, they have declined our request.
  
  We understand that this may be disappointing, but we want to assure you that we are here to assist you in any way we can. Please let ** know if you have any further questions or concerns.

  -******

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19999066
  
  I am rejecting this response because:
  This clearly shows that SurfShark is unwilling to admit any wrongdoing and make an exception andCleverbridge, who withdrew the charge is also not willing to make an exception for this case. They are not even willing to reinstate the account for which they charged me for a product I dont have. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/09/2023

  Dear ********,

  I would like to apologize for any inconvenience or frustration caused. I would like to clarify that our company is responsible for processing orders and payments, however, decisions regarding refunds for products are made by the respective companies, in this case, Surfshark and must follow their refund policy. Their refund policy can be found at: *********************************************************************************.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19999066
  
  I am rejecting this response because: as has been stated several times, I requested a refund the very day after trying the product and finding that it wasnt a fit for my computer system. It was not my responsibility that my account got deleted because I did not delete it. These companies still got the money for the services that were not provided to me. Clever bridge is the one who built for the Services, surf shark keeps passing the buck to clever bridge and clever bridge keeps passing the buck to surf shark. If this is their strategy its just more obvious that its a scam.I have not received a refund and I have no product available to me. Again, this company is taking advantage of people.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/20/2023

  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.

  Cleverbridge falsely billed my PayPal for a transaction that never occurred. They never provided a billing statement and they have no customer support system for assistance with false charges from their system. I confirmed on their website that they do not offer any of the services they claim to offer over the phone and they have taken down their customer support line and page.

  

  Business Response

  Date: 04/25/2023

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

  I am sorry for any frustration. I have reviewed the information you have kindly provided. I was able to locate the charge for $31.75 made via PayPal. We are happy to get this resolved directly with you and ask that you contact our team at: ********************************************* to to ensure we have all the correct details to start the cancellation process for you. 

  Thank you!

  ******

• Initial Complaint

  Date:04/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a NitroPro user since 2015. ** Dec 2019, I received a marketing offer to purchase the upgrade license to Nitro Sign, which I immediately did. The verbiage on the NitroSign purchase receipt states: "Nitro Productivity Suite - Upgrade The Nitro Pro you know and love, plus unlimited eSignatures and online PDF productivity with Nitro Cloud, now available in one solution." I have never used the NitroSign feature until I attempted to on Dec 22, 2022. By that time, Cleverbridge had turned this feature into an annual subscription. I purchased a single license use, just like my NitroPro PDF license. On January 9, 2023, I received confirmation that the NitroSign feature had been restored to my account. On January 17, 2023, I received this message: "Our Product team is still evaluating the future of Nitro Sign. For now, your Nitro Sign license is valid and you are welcome to use the service." On April 14, 2023, I needed to have a document signed by a customer of mine and yet again, the Nitro Sign feature IS NOT tied to my account or license for Nitro Pro. After spending hours trying to send a trouble ticket through the company's website, I can't get one through. I have had it. This company needs to: 1. Honor the original license purchased and give me what I paid for. I have followed all of their instructions, uninstalling, reinstalling, deactivating, and reactivating. I am out of activations. I JUST NEED THIS SOFTWARE PACKAGE TO WORK, AND WORK NOW AND FOREVER AS LONG AS I OWN THIS LICENSE!A second issue with this company, is when logging into their system to try and use this service, their website ALWAYS ASKS ME FOR A BUSINESS EMAIL address. I have used Hotmail as my business email for the last 15 years. I DO NOT WANT TO REGISTER any other email address to my account. My coworker who I referred to ******** and NitroSign is using his corporate email address and has no issues with using the NitroSign feature. Cleverbridge needs to fix this issue.

  

  Business Response

  Date: 04/21/2023

  Hi *******,

  We apologize for the difficulties you have encountered with your Nitro Pro software. Nitro's technical support experts are the most competent team to resolve your issue. We are delighted to escalate the issue to their team on your behalf, but we would kindly request that you contact ** through our support center so that we can proceed with the necessary actions. Our support can be reached at: ***************************************************;

  Thank you!

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19940387
  
  I am rejecting this response because: this is at least the second time I have worked with Cleverbridge tech support to resolve this issue. They only "fix" the issue temporarily and then I have to go through this insanely time consuming process that takes weeks and months to get the product I paid for to work. I want to keep this BBB case open until they resolve this once and for all.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/01/2023

  Hi *******,

  We do apologize for any inconvenience. I am writing to help with understanding that our company does not offer technical support services for this product. However, we did see in our records that ********** your message to the correct team with Nitro Software to best assist you with any issues you may be experiencing.
  
  Please let ** know if there is anything else we can assist you with.

  ******

• Initial Complaint

  Date:04/06/2023

  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.

  Cannot reactivate software Purchased on 3/24/23 RE: ********* Price: ****** Email correspondence with no help

  

  Business Response

  Date: 04/21/2023

  Hi *****,

  We would like to follow up regarding your technical issue that you have reported to our support team on March 27th. We would like to kindly inform you that we have replied to your message to ensure that all information is answered in one place. We apologize for any inconvenience this may have caused you, and we are more than willing to assist you in the best way we can. However after reviewing your concern, we suggest that the most appropriate course of action is to contact the software maker, 3DS for proper assistance. Please reply to our message that you should receive shortly with any  further questions concerning your DraftSight activation challenges.

  Thank you.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19903305
  
  I am rejecting this response because:
   This is not resolved at this point.  I have received two responses letting me know I would be receiving a call helping me resolve this issue.  To date I have not had that call.
   
  I have included the latest email thread for your use.  I am absolutely frustrated.  I have had their software for a few years and this seems to be the norm..
   
  Thanks
   
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2023

  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.

  Feb 2023 An unaurherized charge to a pay pall account that was cancelled last year for the same auto renew fraud Paypal and cleaverbridge were both informed last year their permissiion to auto charge were denied and the charges appeared again this yeat TECH THEFT BECAUSE THEY CAN

  

  Business Response

  Date: 04/12/2023

  Hi ****,

  We are happy to assist you with your request. We have located your order for CCleaner Professional which was setup on an automatic renewal and charged on February 13, 2023. We have taken the steps to request a refund on your behalf with the software maker, Piriform. You will receive and email within the next 2-3 business days regarding your request. If you for any reason do not receive a message please check your junk or spam and reach out to us via our help center and we are glad to follow up on the refund. Our *********** details are: *********************************************.

• Initial Complaint

  Date:01/30/2023

  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.

  1/20/23 and 1/24/23 $54.99 each. Somehow charged credit card twice on a recurring bases. This is a scam!! I have never heard of this company EVER! (until I went to this BBB Site).How did they even get the card number, all cards are in my possession.How did they come up with the security code that is usually needed from the credit card companies. My credit card has fraud protection, this becomes a hassle because now you need a new card with a new account number. You now have to deal with getting this new number to different companies you have an ACH or automatic payments with,( fortunately I don't have any).This is THEFT / FRAUD! This need to be dealt with by the *******************

  

  Business Response

  Date: 02/02/2023

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment, billing and subscription support. With the information provided by the customer I was unable to find a purchase in our system.  However, in most cases it is not truly fraud, but a family member, co-worker, etc. that has made a purchase perhaps using a different name. The customer can reach out to our customer support team and we will be glad to look further into the charge. We can be reached at ******************************************

• Initial Complaint

  Date:01/14/2023

  Type:Delivery 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 CorelDraw Graphics Suite through this company. Received an order number, and download instructions. Product will not load. The charge is pending on the company card. I attempted to contact them through every way provided with no response. The website does not let you cancel/****************. The company gives hours they are open, but do not answer. I can not open the receipt/order document in order to attach it to this. I believe this company to be a scam and my company has requested an investigation into this matter.

  

  Business Response

  Date: 02/02/2023

  ************** Made Three separate purchases for CorelDraw Graphics Suite REF# ********* on 1/13/2023, REF# ********* on 1/14/2023  ************** was able to contact us, and was refunded for both orders. REF# ********* on 1/15/2023, REF# ********* was refunded on 1/25/2023.  ************** made a third purchase on 1/25/2023 which we assume is installed and working correctly as she has not reached out to us again, and the complaint was prior to the final purchase and refund of the original orders.

• Initial Complaint

  Date:11/02/2022

  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.

  The date is today. 11-02-2022. I just saw a charge come across my PayPal account from 2 companies I've never heard of. The first one is Cleverbridge ***************** and the second is the supposed company I've made a purchase from, AOMEI. They say I ordered FoneTool Professional (Yearly / 5 PCs). I did not. Ref#********* for $29.95 on an annual subscription. I already have an annual contract with another company and it's been in place for years. I intend to report this to PayPal next along with a password change. I went to the Cleverbridge website where they provided a refund link that was not user friendly. I filled out what I could and received the following email response:Your purchases Reference no: ********* All details on this order Date: 10/3/2022 Status: Paid Total: $29.95 Client: AOMEI Product nameQty.FoneTool Professional (Yearly / 5 PCs)1 Reference no: ******** All details on this order Date: 11/7/2012 Status: Paid Total: $29.95 Client: WinZip Product nameQty.WinZip 17 Standard EditionThe World's #1 Compression Software1 Sincerely,Cleverbridge Customer Support ********************** GmbH ***************************************************************** ********************* *************************, *************************, *************************** ****************** ******* Registry court: HRB ****** - Local Court of ******* This was their response to a request for refund. Nowhere do they tell me how to do that. (Endless loop)I have no recollection of the winzip order in 2012 and I'm not sure how they piggy-backed off of it even if I did order winzip. I did not sign up for a subscription. This group is a SCAM from what I can see. I want a full refund and to end any and all subscriptions now!

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18348303
  
  I am rejecting this response because: No resolution
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/04/2022

  Cleverbridge had refunded the software order placed by ***************** on November 2, 2022.  ***************** contacted Cleverbridge directly to request a refund.
  
  

• Initial Complaint

  Date:10/26/2022

  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.

  I received an email from Cleverbridge/McAfee Home Use Program saying they have charged a payment to my credit card for my subscription. I tried emailing them at the stated email, and it was returned as undeliverable. I tried calling the number on the email and after an hour, was told they could not find my account. Even though I have the reference number and invoice number from the email. I do not want to renew this subscription and set up my McAfee account as NOT automatic renewal.

  

  Business Response

  Date: 11/04/2022

  As the payment processor of McAfee, cleverbridge's role is to ensure that the funds submitted by ******************************* are delivered to our partner and that the McAfee license is delivered to *******************. Once this exchange is carried out, the monies are in possession of McAfee and the product is in possession of ******************************** 
  
  At this point, cleverbridge has processed ************************** refund in the full amount of $118.80 back to her **** account ending in ****. The funds should appear back in ************************** account within 5-7 business days from the date the refunds were issued. When the refund was issued, ******************* was immediately notified via email at ****************. 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18319684
  
  I am rejecting this response because: I appreciate you refunding my credit card but you said the payment was for a customer named *******************. This is not me. So I am concerned that someone may be using my credit card number. I need this clarified or looked into as fraud. I would appreciate someone calling me at ************ so we can discuss this.

  I am also concerned about future charges since this account is not one of the two accounts i have had in the past: one for my computer, one for my son's computer. So I want to make sure this account is closed for sure and again, I would like to how another person, not me, is using my credit card.

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

  

  Business Response

  Date: 11/15/2022

  cleverbridge has processed ************************** refund in the full amount of $118.80 back to her **** account ending in ****. The funds should appear back in ************************** account within 5-7 business days from the date the refunds were issued. When the refund was issued, ******************************* was immediately notified via email at ****************.   Proof of refund can be found through the following link by clicking on 'Refund confirmation':

  https://www.mcafeehup.com/1641/p/362085951-xk90Hv5dZ2LdHL4iuBVf