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Complaint Details
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Initial Complaint
11/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up for services they provide under the software called "mycleanpc"... I paid the yearly fee in full on 10/22/21. I did not elect of ANY OTHER SERVICES. Well one month later I was auto billed $19.95 for some monthly service called "US Tech Support". I did not ask for that and clearly the shady sales person just threw me into a free trial and hoped i wouldn't catch it on my bank statement. Such a shady business practice. I would have never bought tech support for $20 a month. I don't even pay that much for road side assistance, let a lone tech support that i'd probably never need. SCAM SCAM SCAM
Business response
01/13/2022
Business Response /* (1000, 5, 2021/12/14) */ In review of that companys software cart I can clearly see it shows text about a LiveTech service. Im unclear why the customer is seeking a refund through the BBB rather than the company that charged him but I'll forward the information to their department for this refund request.Initial Complaint
11/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I've been with ******************** since December of 2009. I turned off auto-renewal last year. I got an email in July from **** that my *************** was to expire and I should "add time". **** often offers discounts to add time early. I renewed through their "add time" link. It offered a discount price of $11.98 for a one year renewal + 24/7 service. All looked the same and there was a big green check out box for $11.98 renewal. I just realized that they have been billing my credit card (through ******) $19.95 a month since August of 2021 for a 24/7 service. I called to complain about this service I did not order and they said if I added time I automatically got the 24/7 service and it was only "free" for one month, then $19.95 after that. I reviewed the original link I got in July and in fine print 2 lines below the renewal price of $11.98 was a line that said I had to pay for the 24/7 after the first month. The drop- down box for the renewal price of $11.98 does not offer a opt out for this extra service, so you get it (on first glance for free with your renewal) whether you want it or not and it is your obligation to cancel it before a one month period expires. That seems very deceitful to me. I 've been a loyal customer for 12 years and have never needed any tech service from them (after all, that's basically what I buy their product for.) Now suddenly I want a $240 a year service for a product that only cost $11.98 for me to renew? I asked them on the phone to cancel this service and refund the $79.80 I was charged for this extra service. After blaming me, they reluctantly said they would refund the last charge for this service ($19.95 for November). I said that was not sufficient and I wanted the whole amount refunded as they are not authorized to bill my card or through ****** as they have done. I see now that they refunded 2 of the 4 months they billed me for this service, but that makes me out $39.90 for something I didn't want.Business response
01/24/2022
Business Response /* (1000, 10, 2022/01/11) */ Orders ********* and ********* have previously been refunded.Initial Complaint
10/04/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On September 16 IOLO automatically billed my ****** account for $39.95. That amount was paid by ******. I did not authorize ****** to be billed. I did not set up ****** to be billed. I have no idea how an automatic payment was set up with ******. On Sept 16 I filed a request to have $39.95 refunded to me at received the following email: Hello, Thank you for contacting 2Checkout. We will cancel your order and issue a full refund. We will process the reimbursement in up to eight business hours. The refund amount will be available in your account after the transfer is processed, depending on the issuing bank. Best regards, ********* Senior Payment Support Specialist 2CO Payment Support Since then I have spoken to customer service reps 3 times and have been told a variety of stories as to whether I will get a refund or not and if I were to get a refund it would take between 7 and 10 days. As of today, October 4 I sill have not received a refund.Business response
01/14/2022
Business Response /* (1000, 10, 2022/01/11) */ I would like to confirm that the customers order, *********, has already been refunded. Consumer Response /* (2000, 12, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was refunded my moneyInitial Complaint
09/03/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I did a virus scan using System Mechnics Ultimate Defense, my order # *********. The scan indicated I have 2 files with the virus, W64/*******. QYBK. I did other scans using Windows Defender, McAfee, and Malwarebytes. None of these other companies show any viruses on my computer. This virus only showed up on the System Mechanics scan. I was advised this is a fake virus. My concern, looks like IOLO is using fake viruses and then charging customers hundreds of dollars to remove a fake virus. How come this virus does not show up on the other scans?Business response
10/07/2021
Business Response /* (1000, 5, 2021/09/30) */ Im unclear who is charging the customer hundreds of dollars. False positives do happen, when they do we gather information about the file(s) flagged, and try and get the actual files themselves so as to send to the AV team to remove any future flagging of the file(s) by our software. Another way to check these files is on https://www.virustotal.com/ to see if they are listed by any centralized AV or antimalware databases. We do not charge our customers further fees for any actions our software performs. I will submit the customers name to have customer service research and contact the customer. Consumer Response /* (2000, 7, 2021/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
145 total complaints in the last 3 years.
51 complaints closed in the last 12 months.