ComplaintsforCleverbridge

• 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,
  
  *************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a subscription for a one year digital download a year ***. They had it set up on auto renewal. I tried to cancel the auto renewal several times and it would not work. Since I could not get the auto renewal cancelation to work. I ended up canceling the credit card used to pay for the subscription. Unfortunately, I used a company called PayPal that was connected to my bank account so they ended up paying through my bank account instead of using the canceled credit card. I contacted clever bridge and asked them for a refund since I did not even use or open the digital download. I asked them why I could not cancel and they told I must have done something wrong. I stated I tried several times and even canceled the card used in the transaction. They agreed to give me a partial refund which I completely thought was unfair. They told me that they were keeping twenty five dollars because of some promotion that was going on when I signed up over a year ago. It seems to me that they were mad that I was canceling. So they found a reason to keep twenty five dollars.

  

  Business response

  04/18/2024

  Hi *****,

  Thank you for your feedback. Our support team received your request for a refund via PayPal. Your CCleaner Premium renewal has been refunded on April 18, 2024. An email has been sent to you with your refund confirmation. Please note it can take up to five to seven business days to get the money back in your account.

  I hope this resolves your concern. Have a great day!

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

  Customer response

  04/18/2024

   
  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

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  04/23/2023 I paid $48.88 for a two year subscription for 1-3 devices with CCleaner Professional, through Cleverbridge !(reference #*********) Paid through Paypal!Around January of 2024 I started getting renewal notice! I tried contacting ******** & explaining that my subscription was paid for another year to no prevail!On 03/24/2024 CCleaner cancelled my professional subscription! I contact the company with no prevail! If my subscription had run out ! I still had another month! But actually I had another year. I would just like to get my one year service that I have left!

  

  Business response

  04/16/2024

  Hi *******,

  I am sorry for any inconvenience. I have looked at your order details and on April 23, 2023 you purchased a 1 year CCleaner Professional Plus. The renewal for all CCleaner subscriptions are processed 30 days prior to expiration date so you were charged on March 24, 2024. We received your PayPal dispute on March 25, 2024 and your order has been refunded per your request with the dispute. 

  I do apologize for any inconvenience this may have caused. If you do wish to use the CCleaner product, please place a new order as we are unable to undo the refund as the funds have been returned to your account. 

  Thank you for you understanding. If you have any questions don't hesitate to contact our support team at: *********************************************.

  Best,

  ******

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After I cancelled a renewal with my software company I was still charged, for two years, by Cleverbridge. My Discover card refused my complaint because they said that I was in an automatic renewal contract. Cleverbridge owes me $550. They also stole from a card that I never gave them (that still shocks me. It's happened to so many people.) I posted something like this a few days ago but BBB is supposed to list these in order of date filed & I don't see mine. I spoke with a lawyer *********** said that this new cart system is illegal. I see that people using it are already getting ripped off. Cleverbridge is betting that you forget to cancel after that year goes by. Even then they break those rules. There are also just plain illegalities. They are crimes. Every state and D.C. have consumer protection laws. I can't afford a lawyer and I'm not up for small claims court. I guess I will call the ** Attorney General. My lawyer-friend told me that the only way to stop a crime like this is to ask the software company, (who you plan to purchase from or have purchased from), who they've hired to take care of their financial end. I just found something today & I asked that question. They said ************************** said goodbye (Ease US Todo.) Just try to get in that habit. Complain everywhere online. Tell your friends. I know that BBB may not like this kind of complaint, but they need to be there for the *************** always alert people to scams. I can't believe they'd let thieves get away with this. I did find an office in *******. You might want to send them a letter about your experience. (They have a nice webpage.)

  

  Business response

  03/14/2024

  Hi ****,
  

  Cleverbridge is an e-commerce company providing payment and billing support to many software and cloud service providers.

  I'm glad you reached out because I would like to help and provide as much information about this unknown charge as possible. Our customer service team is ready to assist you with the charge location and a possible refund. 

  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 orders in our system based on your name or email address
  
  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 support team here: 
  
  ***************************************************
  
  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.
  
  Please let us know if there's anything else we can do for you, and thanks for contacting Cleverbridge!

  Best regards,

  ****

  Customer Service 

   

  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company fraudulently charged my CC for a purchase that I didnt make. My CC was in my possession at all times. I purchased a 2 year subscription to their security software for my laptop in November 2022. Its called Malwarebytes Premium. On March 10, 2024 I noticed a charge on my CC for $63.80 from them for a new 2 year subscription and a cancellation of the subscription that I still had 8 months left on before the renewal date in November 2024. I didnt make any changes to my account with them and I had not even used my laptop in several weeks. No one has access to my device or CC but my account with them has always been set to auto renew. I have contacted them 3 times providing them with the receipt from my purchase in November 2022 advising them that they made a mistake. I have also provided them with a screenshot of their product on my computer that I purchased in 2022, showing the renewal date of Nov 2024. Still no response. There have not been any changes made to the product that I purchased in 2022 showing on my laptop and they need to fix their mistake.

  

  Business response

  03/14/2024

  Hello *****,

  I've noticed your Malwarebytes subscription started on 25-Nov-17 and is due for renewal on November 25, 2024.

  However, apart from this order, I couldn't locate any recent charges or orders associated with your name or email address in our system. The credit card statement doesn't indicate Cleverbridge. Are you certain that we charged your card?

  I apologize for any inconvenience this *** have caused regarding the unknown charge. It's possible your transaction was processed by another e-commerce provider rather than Cleverbridge. I recommend checking your billing records or any confirmation emails you *** have received to confirm who processed the charge.

  If you're certain the charge was through Cleverbridge, could you please provide additional information that might help us locate your order? This could include a screenshot of a statement (with confidential information removed) or an alternate email address that *** have been used. We're here to assist you in any way we can.

  Feel free to contact our **************** team at:

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

  Thank you for your cooperation.

  Best regards,

  ****

  **************** 

  Customer response

  03/14/2024

   
  Complaint: 21424660
  
  I am rejecting this response because:

  I received an email from your company on March 11, 2024 telling me that my current subscription had been deactivated and replaced with a new one. As of yesterday when I turned on my laptop, the security software had been changed to an upgraded version and the privacy software had been deactivated in an effort to force me to purchase the higher priced version. I did not request nor did I make these changes. Please see additional attachments.

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

  

  Business response

  03/15/2024

  Hi *****,
  
  If you received an email from Cleverbridge, kindly attach it here so that we can locate the order and check for a refund. All the screenshots you attached show that the subscription you have with Cleverbridge is canceled and we could not locate the charge you are referring to
  
  If you received an email from Malwarebytes, please note that you are contacting Cleverbridge not Malwarebytes. 
  
  You can reach out to Malwarebytes at 
  
  ************************.

  Thank you for your cooperation.

  Best regards,

  Nin 

  Customer response

  03/15/2024

   
  Complaint: 21424660
  
  I am rejecting this response because:
  
  I cant attach the email that I received on March 11th 2024. This system is not accepting it. Is there another way that I can send it to you? I have also sent the email from 3/11/24 to Malwarebytes customer support team, ticket #Malwarebytes Support ticket *******, and they have verified that this is from their distributor, Cleverbridge, so I am at a loss as to why you have no record of it. Yes, I would like to have my funds returned because I did not authorize this transaction. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/18/2024

  Hi *****,

  Thank you for your message. I have reached out to you in a separate email that you will receive shortly so we can help get to the bottom of this charge. 

  Please reply to that message directly and we can assist you.

  Thanks,

  ******

  Customer response

  03/18/2024

  Complaint: 21424660
  
  I am rejecting this response because: This is what I see in my account tab, in addition to the updated subscription that I did not purchase. Why would I when the product is showing a renewal date of November 2024?? Also, someone FINALLY picked up the phone at the number listed with the charge on my CC. She said that this was an automatic renewal from you and that they are just the billing company. #1 product I had on laptop since 11/2022
  
  Sincerely,
  
  ************************;  

  

  Business response

  03/18/2024

  Hi *****,

  Thank you for replying to me message via our support channel. As discussed. The charge you have from March 11th was not processed by Cleverbridge. I can confirm the last charge for Malwarebytes is dated November 24, 2023 from Cleverbridge. If you compare the charge from March 11th to November 24, 2023 you can confirm that March 11th shows 2COCOM*MALW vs. Cleverbridge charge will show CBI*Malwarebytes. 

  In order to receive your refund from the company that charged you, please contact 2checkout. You can also contact your card issuer to assist you with contact details for the billing company. I can assure you we have not charged you on March 11th and therefore are unable to refund money that we did not receive. 

  Please contact 2checkout aka ******** as soon as possible to expedite your refund.

  Order lookup: **********************************************
  Contact: ********************************************************

  Thank you for your understanding!

  ******
   

  Customer response

  03/18/2024

   
  Complaint: 21424660
  
  I am rejecting this response because:

  This is BS! The email I received was from Cleverbridge informing me of an updated subscription that I DID NOT ORDER, DID NOT AUTHORIZE, AND DID NOT ACTIVATE!! This company is playing a bait and switch game and I WILL NOT have them charging me for something I did not order! Everyone wants to pass the buck. Cleverbridge, ***************************** Support and now this 2Com company! This is FRAUD and you will be hearing from my attorney 

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

  

  Business response

  03/20/2024

  Hi *****,
  

  Thanks for reaching out .

  I would like to provide clarification on the email you received from cleverbridge on March 10, 2024.

  The update is that your subscription has been canceled online, ensuring that it will not renew again in the future.

   Regarding the charge you mentioned ,it has been processed by a competitor of ours, 2Checkout. Therefore, if you have any inquiries specifically about this charge, we kindly advise you to contact them directly for further assistance: ******************************

  I understand that this may have caused some confusion, and I apologize for any inconvenience it may have caused. Rest assured, the subscription for Malwarebytes Premium processed through cleverbridge has been canceled, meaning you will not be billed by us again.
  
  Thank you for your understanding and patience in this matter.
  

  Best regards,

  ****

  Customer Service 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It was stated in writing on February 25, 2024, that I would receive a refund of $***** for cancelling my subscription; Cleverbridge Reference Number: *********. I checked my bank account multiple times, but NO refund ever appeared. I notified Cleverbridge today, March 11th, and they stated that my refund was issued back to my **** on February 25th and that I needed to contact my bank. I knew what they were saying could not possible be true, because I did not contact them about my refund until February 25th. I called my bank immediately, and they informed me that Cleverbridge took ***** from my account on February 26th/27th... I cannot recall which date... AND NEVER EVER REFUNDED MY ***** back to my account. And, of course, Cleverbridge's next email basically stated... that they meant the 26th not the 25th... after I called them out and informed them that I did not even talk with them until the 25th, so how could a refund have been issued back to my **** on the 25th. CLEVERBRIDGE HAS NEVER EVER ISSUED A REFUND BACK TO MY **** LIKE THEY STATED THAT THEY HAD; never... and that is according to my bank who checked thoroughly.

  

  Business response

  03/12/2024

  Dear ********,

  Thank you for reaching out and sharing your feedback with us.

  We understand how frustrating it can be to discover an unknown charge on your account, and I sincerely apologize for any inconvenience this may have caused you.

  At Cleverbridge, we specialize in providing payment and billing support to numerous software and cloud service providers.

  After thoroughly investigating our system, I'm pleased to confirm that your refund was successfully processed on February 26, 2024. You should have received a separate email from our system containing your official credit note to ******************** (the address used for the purchase).

  If you haven't seen it yet, please check your spam or junk folder, and you can find it attached again.

  Rest assured, everything has been taken care of on our end. However, please note that it may take up to five to seven business days for the refunded amount to reflect in your account ( **** ending with ****9796).

  If there's anything else we can assist you with or if you still have not received the refund, please don't hesitate to contact us through the following link: ***************************************************
  

  Thank you for your understanding.
  

  Best regards,

  ****

  Customer Service 

  Customer response

  03/12/2024

   
  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 spoke with our bank again today; everything has been resolved.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called on March 6 to cancel my subscription to Avira (an affilliate of **********************). It took me hours to find the correct customer phone number. I spoke to a customer representative who kept hanging up the phone. After several call backs, I finally spoke to a customer representative who cancelled my subscription. On March 9th Avira did not cancel my subscription and took my money out of my bank without my permission. I called back on March 11 and spoke to a supervisor who informed me that he cancelled my subscription and will refund my money. I am in the process of speaking with my attorney and contacting my back to sue ********************** and Avira for this fraud.

  

  Business response

  03/12/2024

  Hi ******,

  Thank you for reaching out and sharing your feedback with us. We understand how frustrating it can be to discover an unknown charge on your account, and I sincerely apologize for any inconvenience this may have caused you.

  At Cleverbridge, we specialize in providing payment and billing support to numerous software and cloud service providers. To ensure you receive swift and efficient support, all product and order-related inquiries are now being handled by the experts: the dedicated support team at AVIRA directly.
  

  You can reach them here: **********************************

  After thoroughly investigating our system, I'm pleased to confirm that your refund was successfully processed yesterday, March 11, 2024 by *****. You should have received a separate email from our system containing your official credit note. If you haven't seen it yet, please check your spam or junk folder, if applicable. 

  Rest assured, everything has been taken care of on our end. However, please note that it may take up to five to seven business days for the refunded amount to reflect in your account.

  If there's anything else we can assist you with, please don't hesitate to let us know.
  

  Best regards,

  Nina 

  Customer service 

  Customer response

  03/12/2024

   
  Complaint: 21416558
  
  I am rejecting this response because:
  I have not heard from my bank nor received any notification from my bank that the funds have been returned.  

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently noticed, on a credit card statement, that Cleverbridge charged me although I had canceled with the software company. They also charged a credit card that I never gave them. I see others say the same thing. I'm not up for a fight with crooks. I want my money but I can see that I won't get it. They are easy to read.Here's the thing. I think they are breaking ******** law. Cleverbridge has this new system but it only affects the initial sale. Of course you'll fill out stuff when you buy something. Then when your term ends (usually a year?) they'll charge you again. ******** law is clear about Automatic Renewals (815 ILCS 601.) They have to give you 30 days notice before the date they take your money. There are all kinds of factors that they have to follow in order to make it easy for the buyer to cancel before the 30 days. I think that you can just ****** the law. I understand that other states have similar laws. It seems that that Cleverbridge's new system is built so they can charge you without one word after the initial payment. So they win again. Sneaky. ******** law says they are committing a crime under the Consumer ***************** Business Practices Act. It's an automatic $10,000 fine here. Has anyone looked into this? Anywhere ? I know that most states would have this. Do they have offices anywhere else? (And what's with BBB giving them an A+?)

  

  Business response

  03/12/2024

  Dear ****,

  Thank you for reaching out and sharing your feedback with us.

  At Cleverbridge, we specialize in providing payment and billing support to many software and cloud service providers. We understand the frustration that comes with discovering an unknown charge on your account, and I sincerely apologize for any inconvenience this may have caused you.
  

  After conducting a thorough search in our system, I regret to inform you that I haven't been able to locate any orders associated with your name or email address.

  To assist us in locating the charge you've mentioned, could you kindly provide the following details:

  -The exact amount of the charge (including currency)
  -The date when the charge occurred
  -The last 4 digits of the card that was charged
  -Any alternative email addresses that the charge might be linked to
  -The PayPal Invoice ID (if applicable)

  Additionally, if there are any other pertinent details you could provide, such as the names of individuals who may have access to your card or your IBAN in the case of a debit charge, it would greatly aid us in our investigation.

  Even a screenshot of your statement (with any sensitive information obscured, of course) could be helpful.

  You can reach our dedicated support team through the following link:

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

  On this page, you can easily access all the orders you've made via Cleverbridge by entering your email address. Please remember to check your email's junk/spam folder in case you don't find it in your inbox.

  We genuinely appreciate your patience and cooperation as we work to resolve this issue promptly. Our team is committed to assisting you in any way we can.

  Best regards,

   

  Nina 

  Customer Service 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a copy of parallels desktop for Mac on 2/14/23 for my computer and it auto renewed a year later- reference number *********. Parallels says on their website that you are entitled to a refund within 30 days. They tell me to contact cleverbridge to get my refund and cleverbridge. Just ignores my request for refunds. Ive gotten a couple automated emails to go to alludos website who makes the software, but when I submit a refund request with THEM, it tells me to go to cleverbridge. I am seeking a refund from the company, as well as they need to change their practices regarding refunds.

  

  Business response

  03/06/2024

  Hi *****,

  I'm glad you reached out because I'm here to help and provide as much information as possible regarding the unknown charge you've encountered. I understand how distressing it can be to discover an unexpected charge on your account, and I sincerely apologize for any inconvenience this may have caused.
  

  Unfortunately, I've been unable to locate any recent renewal orders or charges in our system based on your name or email address.
  

  To assist us in locating the charge, could you please provide the following details:
  

  -Exact amount of the charge (including currency

  -Date of the 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 applicable)

  Additionally, any other information you can provide, such as the names of individuals who may have access to your card or your IBAN in case of a debit charge, would be extremely helpful. Even a screenshot of your statement (with sensitive information obscured) could assist us in locating the charge for you.
  You can reach our customer support team here: 

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

  Please ensure that you leave the manufacturer name blank. Since Parallels took the support in-house, your message will be forwarded once you fill out the field with their name. Please make sure to leave it blank.

  Thank you for your patience and cooperation. We're looking forward to getting to the bottom of this and assisting you in any other way we can.

  Best regards,

  *********;

*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. ↩