ComplaintsforCleverbridge

• Initial Complaint

  06/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has auto deducted 3 payments in the past 4 months from my PAYPAL account totaling $207.52 that i never agreed to or let along talked to anyone. When I call the number provided, i get a message about checking my email when i have nothing in my email regarding these transactions. On March 13th 2024 in the amount of $85.15 On April 22nd 2024 in the amount of $69.17 On June 4th 2024 in the amount of $53.20 You would think they would have better record keeping of what they are charging someone. Seems like a scam to me.

  

  Business response

  07/01/2024

  Hi ******,

  We appreciate you bringing this matter to our attention. After reviewing the information, we located your orders based on the name provided on this review. We have multiple subscriptions to CCleaner, and the charges are a result of the renewal of active subscriptions.
  
  Two subscriptions were processed: one was originally ordered on April 1, 2021, with automatic annual renewals. As of June 30, 2024, this subscription has been cancelled, and a refund of $53.20 has been issued to your PayPal account. A refund confirmation was sent to ********************.
  
  The second subscription started on April 11, 2022, and was a two-year subscription that last renewed on March 13, 2024, for $85.15. This subscription has been cancelled, and a request for a refund has been initiated. However, due to the software maker's 30-day refund policy, we are unable to process a refund without their approval.
  
  The third subscription was placed on April 22, 2024, and as of June 30, a request for a full refund was started. If approved, you will be contacted directly by CCleaner. This process may take up to three business days.
  
  You will receive an email confirmation shortly with the cancellation details.

  Thank you for your patience and understanding!

  -***********;

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1st.) Cleverbridge **** renewed (billed me for $161.61 on May 31 2024) for a service of which I did not ask nor wanted to my Bank. Transition ID: 4KA8665238393640B I ask them for a refund immediately of which they said they would ***** me a full refund of $161.61.Now they are saying they forwarded the funds to my 53 Bank on June/01/2024 hence; my bank knows nothing about this refund. Then they say the funds might be at my PAYPAL account (so I checked with them, they know nothing also). Ater several email exchanges... nothing has been resolved and Im still out $161.61.In fact: Now they wont even answer any of my emails!!

  

  Business response

  06/27/2024

  Hi ******,

  Thank you for providing all the attachments. Based on what you have sent confirms our records that the refund was issued from Cleverbridge to your PayPal account. The funds from PayPal are then sent to your connected bank account. Please note that we would not have records of the funds moving from your PayPal to your bank. I would recommend contacting PayPal directly to confirm the date in which the funds were to be received by your bank. Our records show the refund was issued June 1, 2024. It can take up to 2 business days to arrive to PayPal. Please find the attached refund confirmation from our end. 

  Thank you for your understanding. 

  Best,

  Ashley 

  Customer response

  06/27/2024

   
  Complaint: 21912351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  07/01/2024

  Hi ******,

  Thanks for reaching out. We are sorry for the inconvenience.

  As your statement indicates, the refund has been processed through PayPal and sent back to your credit card issuer.

  Kindly check with your credit card issuer. If they cannot locate the money or the refund transaction either, please send us a copy of the conversation and we will involve our finance department.
  

  Best regards,

  ****

  Customer Support 

  Customer response

  07/01/2024

   
  Complaint: 21912351
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  07/02/2024

  Hi ******,

  You have provided the same documents for the third time now.

  Your own attachment shows that you received the money back in your PayPal account (see attachment). The screenshot from your PayPal account clearly states that Cleverbridge refunded the amount, which you received in your PayPal account, and then PayPal sent it to your Mastercard.

  Did you read your own statement? Because you are inquiring about a charge that you already received, and you sent us the proof of it.

  Best regards,

  *********;

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/19/2024 I was automatically renewed to a software that I haven't used in quite some time, without my consent. The same thing happened a year ago with the same software. I was issued a refund at the time, but the auto-renewal was still not removed.

  

  Business response

  06/20/2024

  Hi ******,

  Thank you for your feedback. I do apologize for the inconvenience that this has caused you. I have reviewed your order and can confirm that ****** has issued a refund as of June 20th.

  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 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!

  ******

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 22 I was charged for a not approved subscription renewal with a company I hadn't bought software with in over 5 years. This also occurred in 2022 when I did further research. The amount was for $103.02 and I did not ask for a renewal on this software let alone years YEARS later. I did not utilize this payment method as well and they are utilizing my PayPal to direct debit me. I have attached the transaction in PayPal and would like to understand where they felt this was appropriate to charge me for software that wasn't authorized to renew.

  

  Business response

  05/24/2024

  Hi ******.

  Thank you for taking the time to provide us with your feedback. Cleverbridge works with software companies and provides payment and billing services. We have received your request for a refund via your PayPal dispute and the refund process has begun.  Youre going to receive a separate email from our system that will contain your refund status. Please allow 2-3 business days for this update to reflect on your account.

  Have a great day!

  Best,

  ******

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Every year, CleverBridge sends a notice to me (I am 91 years old in assisted living) that they are renewing my WinZip subscription and they charge my credit card.My kids have asked them two years in a row not to send me email and I received another notice again today saying they were going to charge my credit card.I am unable to cancel and they only allow me to cancel the subscription AFTER they charge the card and make me and my kids request a refund.I am 91 years old and this seems like they are targeting me because I am old.

  

  Business response

  05/23/2024

  Hi ******,

  Thank you for reaching out to us. I am sorry for any inconvenience. I have cancelled all our active subscriptions to WinZip. You will receive your last email regarding your subscription today confirming the full cancellation. You will not be billed or charged. Based on our notes, your children only requested to cancel February. No further action is required.

  Have a great day!

  -***********;

  Customer response

  05/23/2024

   
  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 do dispute your assertion that my children only requested to cancel February when you know, for a fact, that is not true and part of your fraudulent scheme to take money from senior citizens.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a notice from PayPal that a renewal was paid by PayPal to Cleverbridge. I canceled this subscription year's ago. I looked back on my PayPal to see how long they had been charging me Cleverbridge. And it has been over more that a few years. I didn't catch it until yesterday, I can't find anything in my email or emails. I want my money back for all the years except for 1 which I know I paid for before canceling. I don't know if this is all the charges. I can not find a number to talk to a live person. I tried to sign into there site but none of my emails addresses work.

  

  Business response

  05/14/2024

  Hi ****,

  I'm sorry for any confusion or inconvenience. 
  
  Thank you for your message! I was able to locate your order based on your name and I am happy to help. 
  
  Cleverbridge works with software companies and provides payment and billing services. Thats why our name is on your statement. 
  
  The charge you mentioned is for your subscription to CCleaner Professional. An email was sent out with your receipt and order information, sorry if that missed you. Occasionally, our messages can be sent to a junk or spam folder. The email on file is ************************.
  
  Im happy to confirm that your refund has been processed successfully today, May 14, 2024. 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. Please note that the makers of CCleaner has a 30 day refund policy and we are unable to refund prior years. I can however confirmed your subscription is cancelled from all future billing, you will not be charged again. 
  
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

  -***********;

  Customer response

  05/15/2024

   
  Complaint: 21682837
  
  I am rejecting this response because: I canceled this subscription after the first month because I couldnt afford it. After I cancelled it I didnt have a reason to check my email for any type of receipts from ***********. I am asking for the total to be refunded.

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

  

  Business response

  05/22/2024

  Hi ****,

  I have submitted a refund request to the makers of the product, Piriform to request a refund for prior years. Please note that Piriform has a 30 day refund policy so we are unable to issue a refund outside of this policy. I can confirm that you cancelled the subscription under the email address, ********************** August 2021. However the subscription under ************************ was not cancelled which is why the subscription continued. I can confirm the subscription has been cancelled and 2024 charge has been refunded back to your PayPal.

  Thank you! 

  Customer response

  05/23/2024

   
  Complaint: 21682837
  
  I am rejecting this response because: I have not received any emails from this company. I have searched both email accounts. I am sure someone higher up can approve a refund. Im sure giving me my money wont bankrupt this company.

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

  

  Business response

  05/27/2024

  Hi ****,
  

  Your refund for the latest charge that occurred on May 7, 2024, at 3:47 has already been processed on May 14, 2024.

  You can find the refund confirmation attached, and the money should have already been transferred back to your PayPal account.

  We apologize for any inconvenience this may have caused.

  For the orders from 2020 to 2023, we cannot issue a refund anymore since the 30-day refund period offered by Piriform for purchases of CCleaner Professional 1-Year subscription has expired. At this point, you will need to contact them directly if youd like a refund.

  You can reach Piriform's dedicated support team at:

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

  If there is anything else we can do for you, please let us know.

  Best regards,

  ****

  Customer Support 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i never authorized this charge ever and it is very hard to get a refund from this co. ty

  Customer response

  05/03/2024

  so very sorry 

   the transaction date on the cc bill. is 3/27 2024. my mom told them we do not want to have there service no more but they still charged us, so sad.

  i have filled out 3 e-mails and this seems to be still going on. thank you and please stay safe out there

  

  Business response

  05/07/2024

  Hi ****,
  
  I'm glad you reached out because I would like to help and provide as much information about this unknown charge as possible. 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 recently paid orders in our system based on your name or email address provided.
  
  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 service team by mail at. ******************************************************* 
  
  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.

  Kind regards,

  *********;

• Initial Complaint

  04/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cleverbridge, operating Surfshark, have been incredibly predatory. Their subscription cancellation is gated behind support contact, and yet the support emails have all kept running me around in circles. I originally asked them in September of 2021 to cancel my subscription because it never worked for what I originally got it for. I was told that the sub would be cancelled after going through a bunch of technical steps to prove that yes it indeed did not work. This was a lie. They kept billing me and the receipts kept going to spam mail and I only realized nearly 3 years later that i was still being charged. I've been talking to their support for the last several days, asking each time for them to cancel my subscription, and again keep getting stall tactics. I wager because my renewal is in a few days and they hope i'll give up and wait another few years. I've asked for refunds, i've asked them many times to cancel, and nothing has worked. So I'm forced to resort to this. Businesses should not be able to conduct such predatory practices such as not processing a requested cancellation, even after asking repeatedly, and not having the user be free to cancel the subscription on their own in any way on the website. This, quite frankly, should be illegal.

  

  Business response

  04/22/2024

  Hi *******,

  I am sorry for any frustration. We are happy to help you. I have send you a separate email informing you of the steps that have been taken to have this resolved. Please check our email and reply if you have any concerns. 

  We kindly ask for 2 business days to get things resolved for you and work actively with Surfshark for the cancelation of your subscription and any available refunds. 

  Thank you for you patient and providing this feedback.

  Best,

  Ashley 

  Customer response

  04/27/2024

   
  Complaint: 21606370
  
  I am rejecting this response because: Despite talking with ****** M of cleverbridge assuring someone would get in touch regarding a refund, I've continued to receive absolutely horrendous canned responses from surfshark stating that despite the images provided, they can't provide a refund - in direct conflict of what i've already been told from Cleverbridge. The contacts at Surfshark seem to be incapable of continuing a conversation in any way, keep asking the same questions despite the information having been provided already, and can't seem to look up opened tickets that have yet to be closed to get even a semblance of a history, and i keep getting cycled to a completely new rep, and honestly with names like "*******************************" i'm beginning to wonder if they've gone the way of AI support - which would explain a lot. The screenshots provided should be appended to the ones previously provided. I've personally worked as a senior level customer support agent / customer success engineer for the last 9 years and what i've seen from surfshark is abysmal if not outright illegal regarding their practices despite given clear and plain proof and having to absolutely be a complete jerk to even get a cancellation link.

  So, no, this has not been resolved. I will continue to await a response regarding a refund of the illegally charged funds.
  
  Sincerely,
  
  *************************

  

  Business response

  04/29/2024

  Hi *******,

  You will receive a follow-up email shortly regarding the status of your request. We appreciate your patience, understanding, and the time you've taken to comment using BBB. We hope the completed solution meets your expectations. You will receive multiple refund confirmations. I apologize for the number of emails; each email is generated per transaction, which is why you're receiving several.

  If you have any questions or concerns, please reply via our support email or contact us at ***************************************************;

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

  Customer Support Supervisor

  Customer response

  05/04/2024

   
  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. Cleverbridge, the general broker for ********* did have to step in, and it took a lot of back and forth, but I did eventually get things cancelled and refunds issued. I also notified them that I strongly urged they place a cancellation link on the my account page, as has been standard UX for decades now. Gating it behind a necessity to contact *********'s abysmal customer service email is asking for this whole thing to happen again.  So, 10/10 for Cleverbridge, 0/10 for Surfshark (who has hilariously started sending me "no come back!" emails. And I'm like, nah, i'd rather get roadrash on 50% of my body than go through this again.) 

  I'm happy it is over, and I feel like I've returned from a battlezone after the last few weeks. 

  
  Sincerely,
  BRG

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Details:- Reference #********* / Invoice #BKD-73648530777 - I have requested several times with customer service ticket #******* and no results in finding my application license key. I have setup a Malwarebytes account and still have not been able to locate or receive any support progress. All I received when I purchace your product was a reference #*********.- I have done everything and no progress.- I am now looking for a complete refund of $47.40 ASAP.Thanks,*********************** *******************

  

  Business response

  04/22/2024

  Hi ******,

  Thank you for reaching out. 

  Our records show that your order was refunded on April 18, 2024. You received and email confirmation for the refund. I have attached it for your review. No further action is required at this time, it can take up to 7 business days for the funds to return to your account. 

  Have a great day!

  Ashley 

  Customer response

  04/24/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Around 9am on 20APR24, there was a subscription charge for cleverbridge that somehow passed muster through my paypal account (I have since changed my password). Looking at their website, I have no idea what they do, but certainly does not apply to me. They appear to be scammers by simply doing a ****** search. Not even sure how or why they are still operating. I checked my browser history on both my PC and my phone. Nothing to give cause to this purchase. My credit union notified as well for this fraudulent transaction.

  

  Business response

  04/22/2024

  Hi ****,

  Thank you for reaching out to us. At Cleverbridge, we specialize in e-commerce, providing payment and billing support to numerous software and cloud service providers.

  I understand how distressing it can be to find an unknown charge on your account, and I 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.

  Could you please provide us with the following details so that we can try to locate the charge:
  -Exact amount (including currency)
  -Date of charge
  -Last 4 digits of the card charged
  -Alternative email addresses associated with the charge
  -PayPal Invoice ID (if applicable)

  Additionally, any information such as the names of anyone else who has access to your card or your IBAN for unknown debit charges would be helpful. Even a screenshot of your statement (with any sensitive information obscured) could assist us in locating the charge for you.
  Our dedicated customer support team is ready to assist you in any way possible.

  Please don't hesitate to reach out to us so that we can ensure your request is handled promptly and effectively.

  You can reach us at *********************************************.

  We look forward to assisting you!

  Best regards,

  ****

  Customer Service

  Customer response

  04/22/2024

   
  Complaint: 21603856
  
  I am rejecting this response because:
  

  You have requested more information for your investigation.  Attached are screen shots that will help with identifying this transaction.

  Amount:  $113.70

  Date:  4/20/2024, approx. 9am

  Last 4 of card used:  7527

  Email:  ******************** (old email ****************** is no longer active)

  Paypal Transaction ID:  *****************

  Paypal Invoice ID:  *********

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

  

  Business response

  04/22/2024

  Hi ****,

  Thank you for the information you have shared. 

  Our records show you have a subscription to Avira Prime that renewed on April 20, 2024. We have received your request for refund from PayPal and have started the refund process. We kindly ask for 3 business days for an update. The email on file for the subscription is ******************. I have updated to your new email address to ensure you receive the updates.

  Thank you for your patience and we will have an update for you soon. 

  Best,

  Ashley 

  Customer response

  04/24/2024

   
  Complaint: 21603856
  
  I am rejecting this response because:
  

  I don't even use Avira.  I use Norton on my computers, so this is obviously a scam.  This was drawn from a new bank account, which would make it impossible to have used this card number from a recurring payment.

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

  

  Business response

  04/24/2024

  Hi ****,

  As mentioned in the previous message, your request for a refund was in process. I can confirm your refund was completed today April 24, 2024. An email was delivery was sent to you. In addition I have attached your confirmation with this message.

  Have a great day!

  Ashley 

  Customer response

  04/29/2024

   
  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.
  
  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. ↩