ComplaintsforAsknet, Inc

• Initial Complaint

  02/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction was 1/27/22 and posted to my CC was 1/28/22. I dont recognize this company, nor the fone number that showed on my CC statement. I tried calling the number of my CC statement, (which was 4154232165CA), and recorded announcement says call did not go thru, cannot complete as dialed. My charge on my CC statement showed $41.08 and their reference number was **** and the company's name on my CC statement is ASKNET *DIGIARTY. THANK YOU

  Business response

  02/24/2022

  I am very sorry for this confusion.  The unknown **** card charge for $** 41.08 from January 27, 2022 was for on online software purchase for VideoProc Converter (Lifetime License for 1 PC) from the Digiarty.com online store.  The online order was placed using the name of ******************* using your valid hotmail.com email address.

  I have cancelled this online order and issued a refund credit of $** 41.08 back to your **** card account for this unwanted online order. 

  You will receive your refund credit within the next 5 business days and it will post automatically back to your **** card used for this original order.

  Customer response

  02/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,

  YES, THANK YOU. Received an email from the business company saying that they have cancelled my order, and will have issued a refund back to my CC.

  I have DELETED and CANCELLED the software from my computer. The software NO LONGER applies, nor valid, in my computer.

  I thank you for your attention in this matter.
  
  *******************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Asknet charged me with three different subscription renewals on 7 Jan 2022 on my Paypal Account. It had a email address for contact. tried to contact that address three different emails. All were bounced back as "undeliverable due to Companys settings". Not one of the subscription charges say for what product they are charging. Paypal dispute did not indicate for what was being charged. From dispute on your website the same thing happened to a person you resolved the dispute with. Asknet is changing Lifetime subscriptions to *************** DVD annual without contact to me. Request Refund for each charge.Automatic remewal subscription charges ************************* Sun 1/9/2022 3:48 AM I received notice from Pay Pal of three automatic subscription charges from you on 7 Jan 2022. No description of what charges were for. Remove all my subscriptions from Auto renewal. Notify me what these three charges were for. Demand a REFUND on all charges! See following Paypal charges:Transaction ID ***************** $64.91 Transaction ID ***************** $32.45 Transaction ID ***************** $64.91

  Business response

  01/12/2022

  The three unwanted Paypal charges in question from January 7, 2022 were all derived from default status auto renewal charges associated with your previous online subscription purchases from www.iobit.com for the following subscriptions purchased on January 14, 2021.

  IObit Uninstaller 10 PRO with Gift Pack from order # 302700605 for $** 14.04
  

  IObit Uninstaller 10 PRO with Gift Pack from order # 302700674 for $** 14.04

  IObit Uninstaller 10 PRO with Gift Pack from order # 302700627 for $** 15.99

  I have cancelled all of the unwanted auto renewal charges for $** 64.91, $** 32.45 and $** 64.91 effective immediately and you have been automatically removed from any current default auto renewal status for any existing IObit subscriptions purchase through asknet using your registered email address.

  Your refund credits will post back to your Paypal account within the next few business days.

   

  Customer response

  01/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The company ASKNET *** SUB fraudulently charged my 5/3rd bank account without my permission using PayPal in the amount of $80.70 I did not agree to any payment or any renewal of payment to any such company. I have also seen online that this company ASKNET had done this many times to other businesses. The following is the information of the fraudulent transaction:Transaction ID ***************** Transaction date Jan 9, 2022 00:44:33 PST Merchant asknet ****

  Business response

  01/11/2022

  asknet is the billing service provider for the www.iobit.com online store where you have been purchasing various online subscription products over the past few years.  The unknown Paypal charge of $** 80.70 from January 9, 2022 was a default status auto renewal charge attached to your original online subscription purchase of Advanced SystemCare 14 PRO with 3 Free Gifts from January 6, 2021.  Your unwanted default auto renewal charge of $** 80.70 has been processed for cancellation today and your refund credit will be sent back to your Paypal account and will post within the next few business days.  The default auto renewal status is not a "fraudulent" process as you agreed to the terms and conditions of the original online purchase on January 6, 2021 when placing your original online subscription order.  This cancellation and refund has removed your current subscriptions from auto billing status to avoid any future misunderstanding.

  Customer response

  01/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received an email stating that I was charged $129.99 for a product that I did not purchase. After multiple attempts at contacting asknet I never received a call back to resolve the situation. It was an unauthorized charge. This company is apparently known for doing this to unsuspecting customers on a regular basis. If they do not fix this and refund my money asap I will be taking this to my lawyer and taking legal action. Absolutely unethical business practices.

  Business response

  01/05/2022

  The unknown **** card charge for $** 129.99 from January 2, 2021 from was due to a default status auto renewal charge associated with your original online subscription purchase of Director Suite 365 (Annual Plan 12 months) from the www.cyberlink.com online store from December 31, 2019.  asknet has received your refund request sent to our *************************** and has processed this refund of $** 129.99 back to your **** card on January 4, 2022.  You should receive this refund within the next few business days. We do apologize for this confusion.

  Customer response

  01/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  01/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charge me *****

  Business response

  01/03/2022

  I am very sorry for this default auto renewal status attached to a previous online subscription purchase through www.iobit.com.  I was unable to find this order in my data base after speaking with you over the phone and using your name and the three possible email addresses your provided me and the requested numbers of your credit card you said was charged for this purchase.  I will contact my *************************** and ask them to investigate and cancel this unwanted auto renewal charge that you do not wish to keep.  I will inform you via email as soon as I confirm that this unwanted auto renewal charge has been processed for refund back to your credit card.  Thank you very much for your understanding.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the last 3 years around the beginning of October, I've received around a $70 charge from "Asknet ***** I dont know what this annual charge could be, but every time I try to contact them to get more information the number just says that they are busy and they dont respond to emails. I tried to dispute the charge on the PayPal side, and they responded saying that we authorized the charge so theres nothing that they can do about it. I feel like this is probably some sort of scam but I have no idea how I'm supposed to unsubscribe from such a charge occurring again. At the very least I would like explanation of what the charge was for. And they refuse to respond. I dont know what to do.Thanks

  Business response

  12/28/2021

  I am very sorry to hear that there is confusion about the default auto renewal charge issued to your Paypal account for $** 75.06 in reference to your original online subscription purchase of PowerDirector 365 (Annual Plan 12 months) from the www.cyberlink.com online store.  The registered email address used to place your original subscription order on September 30, 2019 was ************************.  Email correspondence from asknet, as the billing service provider for the www.cyberlink.com online store in North America has been through the email address of ************************.  

  Please contact CyberLink Support directly via the following instructions if you wish to request the latest refund credit for your renewal charge on October 2, 2021 for $** 75.06 as this charge is currently over the 30 day cancellation period that CyberLink allows.  

  Please use your CyberLink Member Zone account login to open up a support request with CyberLink Support:  https://membership.cyberlink.com/prog/member/sign-in.do?lang=ENU
  
  Once you have accessed your Member Zone Account, please select the "Support and Learning" tab and select the Contact Us support option box.  Then select either the Account, Purchase & Subscription Issues (left box) or ********* ****** Apps & Cloud Issues (right box) to complete your support request.  You will be able to submit your support request directly to CyberLink Support using this method.

   

  I will send you a copy of your latest order confirmation email to your listed alternate email address for your records and use when addressing this issue to CyberLink Support.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am disputing two separate charges of $74.36 made by Asknet on behalf of Cyberlink to my Paypal account yesterday, 12/14/21, total billing $148.72. I am attaching the invoice I received from them yesterday, after they made the charge. These charges were made in bad faith by the vendor. A year ago I ordered a single product from them, Cyberlink PowerDirector. Unlike my purchases of earlier versions of PowerDirector in prior years, the new version was available only as a one-year "365" subscription, and Cyberlink and Asknet set it to auto-renew without informing me that they were doing so.My complaints are that: 1) The seller gave me absolutely no prior indication that they would be auto-renewing my account, before doing so today -- they sent no email reminder of any upcoming billing, contrary to standard billing practice; I was billed without warning. And 2) they are billing me for two separate products, when I initially ordered just one a year ago at that time, Cyberlink provided separate install codes for both the Mac product I ordered, and a Windows version that I did not. (They provided the Windows version without additional cost because the just-introduced Mac version did not / does not have some crucial features the Windows version does. I have not used that.) I have not opened or used PowerDirector since the auto-renew billing not even in the past several months, for that matter and would prefer to cancel my contract with them altogether and receive a full refund of this dishonest billing. Asknet are not responding to contacts I have made to them directly using the contact information on Cyberlinks site, and they directed Paypal to deny my request for refund when I filed that yesterday.I would like BBB's help with resolving this, so Cyberlink and Asknet can have the opportunity to keep a (formerly?) satisfied and loyal customer. The product is very good; the billing is dishonest.

  Business response

  12/16/2021

  asknet shows that your original CyberLink online subscription purchases of PowerDirector 365 (Annual Plan 12 months) and PowerDirector 365 for Mac (Annual Plan 12 months) from order # 216003554 was purchased on December 12, 2020 using an alternate registered email address of ***********************.  asknet automatically sends out email reminder notices for any upcoming auto renewal charges to your registered email address approximately 7 to 10 calendar days prior to any automatic renewal charge.  

  I have cancelled your unwanted auto renewal charge for $** 148.72 for PowerDirector 365 for Mac (Annual Plan 12 months) and PowerDirector 365 (Annual Plan 12 months) and have removed these products from the default auto billing status attached to them at the time of your original purchase in 2020.  You will receive your refund credit back to Paypal within the next few business days.

  Customer response

  12/18/2021

  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. Asknet did refund the full $148.72 to my PayPal account within 24 hours of my filing this complaint, and I am grateful for that.

  However, given this experience, I am not surprised that 65 others before me have contacted BBB for assistance with Asknet's auto-billing practices, between March 2019 and November 2021. (https://www.bbb.org/us/ca/*************/profile/ecommerce/asknet-inc-1116-193791/complaints) Although Asknet claimed in their response to my BBB complaint yesterday that they sent 10 days' advance notice of my auto-renewal to different email address they have on file for me, no such message came to either of the accounts they refer to -- the one with which I registered my original purchase in December 2020, and the one I use for PayPal, which I used to purchase the product. No inbox folders or spam folder on either email account received such a reminder.

  Moreover, their failure to acknowledge my contacting their service department Tuesday, and their directing PayPal to immediately deny the dispute I filed about the billing rather than taking that opportunity to reach out to me directly, are questionable and ultimately self-defeating practices. It is unfortunate that these recurrent BBB complaints about Asknet detract from the reputation of the superb software product I purchased and the company behind it PowerDirector from Cyberlink. In fact, I will be purchasing another year of PowerDirector 365 for Mac very soon; the software is very robust, feature-rich and user-friendly, the technical support is excellent, and Cyberlinks frequent updates continue to add vital and welcome features (such as just this past week, when they added the ability to import timed .srt transcriptions to the Mac product). Cyberlink would however benefit from looking closely at this long history of complaints to BBB. Asknets deceptive billing practices are an unfortunate blot on Cyberlink's reputation and an ongoing threat to the trust their users have in in them and their software.
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 20, 2021, there was a completely unexpected charge from Asknet.com which did not indicate what in fact I was being charged for. After a bit of further research it appears that my "Purchase" of IOBit Uninstaller and several other programs last year, had a hidden subscription aspect that was simply never clearly stated; I never would have purchased the product/products if I had known that this was a non-scrupulous company with a hidden, buried subscription that was going to cost me an unexpected charge of $63.71. I have written them to reverse my charges, as this was a hit-and-run transaction. Deceptive marketing. to my understanding, it was a one-time charge/purchase, not a subscription that would be insanely priced. when I originally "found an offer" for their software - not even a year ago as the screenshot says my license is still valid until Jan 8, 2022 - and again, even that is a surprise for me as well. I did NOT know this was a subscription - I thought it was "shareware" at a one-time nominal cost.

  Business response

  11/22/2021

  I am very sorry for the unexpected default auto renewal status attached to your original purchase of IObit Uninstaller 10 PRO with Gift Pack from last year.  IObit sends an email reminder to your registered email address 7 to 10 calendar days before any automatic renewal charge informing you of the auto renewal status and the upcoming charge to your registered payment method attached to your purchasing account.
  
  
  I have canceled your IObit Uninstaller 10 PRO with Gift Pack renewal order with the order number ********* for $** ***** due to an unwanted default status auto renewal charge.  Your previously purchased subscriptions have been removed from auto billing status permanently.  You will receive your refund credit of $** ***** within the next few business days sent back to your Paypal account.
  
  

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was just billed $137.79 through Paypal for a service I did not sign up for.

  Business response

  11/10/2021

  The unknown Paypal charge for $** ****** on November 6, 2021 was caused by a default auto renewal status attached to your original purchase of Director Suite 365 (Annual Plan 12 months) through the www.cyberlink.com online store.

  I have canceled your Director Suite 365 (Annual Plan 12 months) renewal order with the order number ********* for $** ****** due to an unwanted default auto renewal charge and have removed this subscription from the default auto billing status.  You will receive your refund credit back to Paypal within the next few business days.
  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a sweatshirt on 10/18/21. It was advertised as a *************** if ******** sweatshirt and was $55. I just received it today. It is a screen print of the **** logo and ********************** image on a cotton ****** sweatshirt

  Business response

  10/28/2021

  I believe this is a mistake as asknet is not the billing provider for the University apparel item you purchased.  asknet is the billing service provider for a number of different online software producers.  Please double check your bank statement to see what company name shows up next to your sweatshirt charge and request a contact phone number from your credit card bank.  Thank you.

  Customer response

  10/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩