Complaints

This profile includes complaints for Digital River, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Digital River, Inc.

  10380 Bren Rd W Minnetonka, MN 55343-9072

• 

  Digital River, Inc.

  9625 W 76th St Ste 150 Eden Prairie, MN 55344-3775

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:01/22/2024

  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.

  Today (01/22/2024) I received email from Avast Software announcing "good news!!" automatic "renewal" of my subscription for Avast Premium antivirus software. Payment of $65.99 was deducted from my PayPal account. The "order number" is listed as ************. It is followed by "Authorized reseller DigRiv North ************** a Digital River Company." Email promised availability of cancellation and refunds for 30 days and linked to a phone number, presumably from Avast *************). I called and told the automated receptionist I was asking for a refund. "She" put me on hold for nearly 45 minutes of terrible "muzak" and frequent interruptions repeating "Please remain on the line for the next available customer service representative." (At least they didn't have the audacity to say, "Your call is important to us.") Although I was able to cancel future automatic renewal from PayPal I have been unable to request a refund. I tried filing a complaint to BBB against Avast but apparently their ************, **, office is closed. DigRiv is the authorized reseller so I believe it is also the authorized refunder. I am also asking for reimbursement of $54.99 for the subscri[tion I was unwittingly tricked into paying for and never used last year. I thought I canceled that one immediately via email (which I can probably find in my "Sent" file) and didn't notice that I was charged for it until now. Thank you for your assistance.

  Business Response

  Date: 01/22/2024

  Hi,
  
  We apologize for the inconvenience. To efficiently process your refund, please contact ********************** Team ************************. They now have a dedicated Team specializing in pre- and post-order inquiries, including cancellations and refund. You can reach them through one of the following methods below:
  
  URL: ******************************;
  Phone:  US/******: ************
  
  Thank you.
  

• Initial Complaint

  Date:12/18/2023

  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.

  I purchased a Fitbit fitness tracker online on 12/10/22 for my mother. This purchase includes a free year of "Premium" membership with a recurring monthly charge of $9.99 thereafter. Having lost her tracker recently, my mother attempted to cancel her membership (to avoid a monthly charge for a device she no longer had). She was apparently informed to expect an email confirming her cancellation, which she did not receive. What she did receive however, was an email informing her that her free trial had expired and that she would be charged for the monthly amount. As I bought and signed up for her membership as a gift, these charges were going to come to my credit card. Having been informed of this, my mother forwarded the emails to me. I first contacted Fitbit via the chat link contained in the e-mail. While it seemed that things were progressing, slowly, the chat dropped me after the better part of an hour. I then tried to contact the company via phone. However, the agent insisted that I cancel the membership via my iphone...even though my iphone was not related to MY MOTHER'S account. Seeing that this was going nowhere, I concluded the call and contacted Digital River (the vendor charging my card) directly via the vendor information on my credit card site. They insisted that Fitbit were the only ones who could do that, contrary to what ****** had just said! Having concluded THAT phone call, I now disputed the charge via my credit card company directly. They put a hold on the card and disputed the billing charge. I was then contacted by Fitbit via email, essentially saying that, because I (or my mother) had not cancelled the account before the billing date, I was responsible for the $9.99/month charge. Despite constantly going back and forth trying to explain the situation AND cancel the account, ****** still insists that I owe them this month's charges...and I assume every month in perpetuity as they refuse to cancel the account.

  Business Response

  Date: 12/18/2023

  Hi,
  
  Thank you for bringing this matter into our attention, however, Fitbit is handling their own ***************** Therefore, any requests like cancellation, refund, etc. must be handled by their Department.
  
  Please reach out to them directly to follow up on your request through one of the following methods:
  
  Email: ******************
  URL: **************************
  
  Regards.

  Customer Answer

  Date: 12/20/2023

   I am rejecting this response because Fitbit continues to fail to cancel the account despite their assertion that such things are handled internally.  They are in fact handling nothing.

  As far as I am aware, my mother has already closed and deleted her account. The account was associated with MY credit card.  So, it is NOT connected to HER phone. And it is NOT on MY phone.

  What we have here is an UNCANCELLABLE ACCOUNT. Why this should be is beyond me. Fitbit seems to have no control over their internal billing functions.  

  I have blocked payment and DO NOT authorize further billing for a closed and deleted account.

  Fitbit needs to close this account. 

  Business Response

  Date: 12/21/2023

  Hi,
  
  Regretfully, your request falls outside our scope. Please contact *********************** for further assistance.
  
  Regards.
  

• Initial Complaint

  Date:10/03/2023

  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.

  Charged multiple times for a subscription I turned off, complained once before and they just play dumb. Hundred owed to me. As well as a version I bought before they decided to turn into a subscription business, they now they they dont have the purchase one file.

  Business Response

  Date: 10/03/2023

  Hi,
  
  We've confirmed that the charge you're seeing is for a renewal of your "Maxon One 1 Month." Your order number is ************. For help in cancelling or refunding the renewal, please contact Maxon Computer Customer Support through one of the following methods as they now handle their own Customer Service:
  
  Phone: **************
  Email: *****************
  Hours: 9:00am - 5:00pm PST
  
  Regards.
  

• Initial Complaint

  Date:04/17/2023

  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.

  An 10 April 2023, I purchased the EaseFab Blu-ray ****** with a lifetime license. I have tried numerous combinations of various formats to rip a blu-ray disc to a hard disc and all have had an issue. Due to my hearing issue, sub-titles on movies are my main issue. I cannot get the sub-title to copy and play from a hard drive to my **. No problems in the past with DVD but blu-ray presents a problem and MKV, while making beautiful video copies, doesn't embed the sub-titles in such a manner as to make them visible on the ** when played from a hard disc.I also noticed when I downloaded the trial version that it was for Windows 10 - 64 bit but the program, after purchase, is a 32 bit. Not sure if that is a problem but I removed the original program and downloaded a new '64 bit' and it still shows 32 bit after installation. I forgot to mention that on 12 April, the software was unresponsive on over five occasions so I would have to use task manager to end the task and start again. On a couple of occasions, when I tried to copy the main film to the hard drive, it would appear to work but with no completion time or period shown and nothing was ever copied to the hard drive folder. This was before and after the re-installation of the software.I would like a refund of the $40.51 paid in accordance with the '90-Days Money Back Guarantee' advertised on the EaseFab website. I can provide the license number if that would be of assistance.I sent an email to EaseFeb and to Digital River without response on April 12th.

  Business Response

  Date: 04/27/2023

  We identified the order as order number 860291033.  A refund request has been submitted to the publisher of the software on the customer's behalf.  For further update's on the status of the refund please contact our customer service team at: (please reference the order number when you contact us)

  Email: *****************************************
  PH: ************

  Customer Answer

  Date: 05/03/2023

   Better Business Bureau:
  
  

  I have attempted to get through to you via email in response to your emails but was unsuccessful regarding complaint ******** filed 4/17/23. The business has contacted me via email and stated I would be refunded the full amount of my purchase. This satisfies any issues I have with digital river dba Mycommerce.com. Please close my complaint ID ******** as satisfied and no further issues to be resolved. Thanks to everyone involved.

• Initial Complaint

  Date:04/06/2023

  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.

  I was charged an amount of $83.21 on my debit card and it shows from DRI****. I contacted my bank because this isnt a charge I recognize. My bank credited the money back to my account and it shows that Digital River disputed the charge and charged it back to my account. After looking deeper into it, I see that I tried *** out on 12/16/22 and I cancelled it all the same day along with *** Driver Updater. I only see an email for the Updater being cancelled but it was all cancelled at the same time from the same dock page that I was on.It shows the order # associated with that was *************. I tried out the *** for maybe an hour before deciding not to continue with the free trial. Ive not logged in or tried to use it since. I chatted online to try and resolve with someone named ******* from *** ************** I have complete chat transcripts of every conversation with this "company". Original order #************* that should have been a cancellation for BOTH products as they were both trials on the same dock page. I get an email saying my trial was converted from trial to premium on Feb 15, 2023. Per conversation with *******, I cancelled any and all on December 16, 2022. He offered a %50 refund if I kept the products, I declined, asked for full refund, was told he "initiated a refund for your payment. You will be receiving an official confirmation email with all necessary details. Please note that the refund process can take up to a maximum of 5-7 business days. Here is the case number for your reference ********" Never received an email or refund. I finally get an email saying the chargeback needs to be lifted by my bank. My bank says there is nothing that needs to be done on their side and to work it out with Digital River. I had to cancel my debit card due to their actions, have explained it can't be refunded to same card, asked for paper check. They are telling me it will be *** now for a refund.

  Business Response

  Date: 04/06/2023

  Digital River does provide order and payment processing for AVG.  Digital River does not provide order support/customer service for AVG. Please work with AVG's customer service team to secure refund or have any questions answered.  AVG's customer service team can be contacted via the following:
  
  ***********************
  U.S. Phone support: ***************

• Initial Complaint

  Date:03/29/2023

  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.

  Digital River, *** has been charging me an automatic monthly payment for many years now. The payment is being processed in their words, for their customer Avid Technologies. Every month they charge me $43.43 and this goes back so many years that my credit card statements aren't available. At many intervals I have contacted them to try and cancel this unused and unwanted subscription and I'm told every time that I need to contact Avid Technologies and that they "just process the payment." at this time they direct me back to Avid. A company that I cannot speak with on the phone and a company that just runs me in circles and never resolves the cancellation. It is purposefully impossible to cancel and Digital River is attempting to take no accountability for their customer. ********************** is the company that is showing on my **************** Statement. They are the company that is collecting the funds. They cannot just throw up their hands when they have a customer that they are aiding and abetting theft. At this point I am requesting 1.) Immediate cancelation of the recurring charges of $43.43. 2.) Three years of refunds. They have been charging me for longer, but I feel a fair compromise based on that was the time I started to become more engaged in cancellation. That refund amount will be $1,563.48. I already know they will attempt to respond that they are just the payment company, but they are the entity that is charging me every month for a product I don't access and don't want to access and they are the one responsible for the customers they service.

  Business Response

  Date: 04/04/2023

  Digital River provides payment and order processing for Avid Technology.  Digital River does not provide customer service or order support for Avid Technology.  Avid has their own team that perform customer service and they are the team that would be able to assist the customer with refund or answer any questions they may have.  Please contact ****'s customer service team at the following for assistance with any issues:

  
  **********************************************;
  ******************************************************

  Customer Answer

  Date: 04/04/2023

   I am rejecting this response because:
  
  Digital River is complicit in fraud by operating in this exact manner that was expected after spending years contacting Digital River for assistance, as I couldnt reach AVID and Digital River continued to charge me monthly with zero assistance.  

• Initial Complaint

  Date:01/24/2023

  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.

  unauthorized subscription charged to me from this company I did know this company existed before today I did not order from them or Norton or anything they claim they claim to represent About the case you submitted We recently received your unauthorized activity case submission. Thank you for alerting us to this possible unauthorized activity. We'll review your case and then get back to you within 12 days or less.Here are the details of the one or more transactions you didn't recognize or had issues with:Transaction ID: 7L191176R1573661L Transaction amount: $21.64 USD Recipient email: *****************************************

  Business Response

  Date: 01/26/2023

  We have located the order number ************ using the customer's information.  It is an auto-renewal of Trend Micro product Cleaner One Pro.  While Digital River provides order and payment processing for Trend Micro, we do not provide order support.  Trend Micro has their own team that provides that service and they will be able to answer questions and resolve refund or cancellation requests.   Please contact the Trend Micro customer service team via the following: 
  Phone: **************, Hours: Mon-Fri 5:00 AM - 5:00 PM PST
  Email URL: ***********************************************************************************
  Chat: ************************************************

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
    I did not renew dont bill me
  
  

• Initial Complaint

  Date:01/17/2023

  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.

  Our Avast software updated automatically at a cost of $77.99 on approximately 10-23-22 through the company DigRiv North ************* a Digital River Company. We felt this cost is exorbitant for this product, and requested to cancel the software and to get a refund in early November 2022 through their software link. According to the company terms, we had 30 days to cancel and get a full refund. The new subscription was not expiring until 11-22-22. The refund did not happen, so we sent a dispute to our CC company. CC company investigated, and Digital River stated the refund had been given, but to this day it still has not shown up on our credit card as a credit from Digital River! We have uninstalled the software as of November 2022, and have sent several requests to cancel and refund through the site given on the renewal information email, but to date still no refund of cost! We want a credit to our credit card in the amount of $77.99! The order # we were given from DigRiv is ************. Thank you. ****** & *************************

  Business Response

  Date: 01/19/2023

  While Digital River does provide order and payment processing for Avast we do not provide customer service for them and are unable to be involved in taking actions against an order.  To secure a refund please contact Avast and they will be able to assist and answer any questions as well. Here is their contact information:

  
  URL: ******************************;
  Call toll-free to request a refund: ***************
  
  Optional Phone: US/******: ************ 

• Initial Complaint

  Date:12/28/2022

  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.

  12/22/22 Transaction Date paid$47.96. A program to Restore my IPad, after several attempts the program did not restore. After several text emails, and this company giving ways to restore all attempts failed, they suggested I take IPad to APPLE. There was no longer use for this product requested a refund. They offered 30% off another product , this program had 30 day refund policy Invoice number *********. Refund ticket numberTID21111103

  Business Response

  Date: 01/03/2023

  Our records show the order being refunded on 12/28/22.  It can take up to 7 business days for processing, both on our side and the bank's side. If you do not see the funds in your account after 7 business days have elapsed please contact our customer service team for investigation.  
  Ph: **************
  

  Customer Answer

  Date: 01/03/2023

   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.

• Initial Complaint

  Date:12/28/2022

  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.

  Avast has not returned my money for over a month after my request.On November 18, I applied to Avast with a request to return to me the balance of funds debited from my account, since I was able to return the main part through the PayPal payment service. To which ***** told me that they could not do this because the balance of funds was frozen by PayPal. Of course, I immediately contacted PayPal with this question and received an official response from them-"I can confirm that the remaining amount has been credited to seller's PayPal account. There is no restriction or limitation placed on this money. Seller do have the ability to refund the remaining money and we do not have any signed document to provide you. You can absolutely share the screenshot of this chat conversation with the seller.I can assure that the remaining amount of $23.88 USD posted to seller's PayPal account and they can absolutely refund this money back to you. Please know that though dispute case is filed, seller still be able to refund the funds back to you and this information is for your future reference."After that, the company's customer service representative assured me that the problem would be resolved within 3-5 business days. Unfortunately, this did not happen. After that, I wrote to Avast support many times (in total I wrote 10 requests!) with the same question and received standard replies about 3-5 business days after which nothing happened either. At the moment, more than a month has passed since I first applied to Avast with a request to return my money to me, but unfortunately Avast is apparently not going to do this.

  Business Response

  Date: 01/03/2023

  While Digital River does provide order and payment processing for Avast, we do not provide their customer service or technical support.  Please continue to work with Avast's customer service team to secure a refund of the order.  Please use the contact information below to work with Avast.  

  Phone: ************
  URL: *************************

  Customer Answer

  Date: 01/03/2023

   I am rejecting this response because:
  Avast constantly refers to you as its distributor and tells me that it cannot get a response from you, for example in the following email:

  "

  Checking on the system, I see that a refund request has been raised to our distributor. We received their response stating currently order number ************ Avast Premium Security has been disputed, which has blocked them from processing a refund. To correct this issue, please contact PayPal and request that they remove the dispute. Once the dispute is removed, please let us know by replying to this email. 

   

  "

   

  I already reported the official response from Paypal and they officially announce that there are no restrictions on the balance of my payment. And your company is listed on my invoice, so I am contacting you.

  
  

  Business Response

  Date: 01/04/2023

  Please continue to work with Avast customer service to receive any updates about your refund request.  Digital River does not provide customer service for Avast and is not able to assist. 

  Their contact information is: 
  
  Phone: ************
  URL: *************************

  Customer Answer

  Date: 01/05/2023

   ? ???????? ???? ?????, ?????? ???:
  
  Why do you accept payments in this case? it clearly says on my bill -

  "

  Merchant of Record:

  DigRiv North America, Inc.

  10380 **************
  **********
  ** 55343

  "

  So I apply exactly to the company that accepted my payment. Moreover, the Avast support service claims that it is you who do not return the money, saying that they are allegedly frozen.