ComplaintsforCleverbridge

• 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,

  *********;

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This CBI*Cleverbridge.Net illegally and fraudulently deducted from my bank account $317.86. I have never authorized this company to deduct any monies from my account.. I'm not aware of who this company is.

  

  Business response

  02/28/2024

  Hi *****,
  

  Thank you for reaching out and sharing your feedback with us. We genuinely apologize for the unexpected charge and any inconvenience it may have caused you. Please know that addressing your concerns is our top priority, and we're committed to resolving this matter promptly.
  To better assist you, could you please provide us with the details of your order?

  You can reach out to our dedicated support team with your reference number using the following link:

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

  Your cooperation in this matter is greatly appreciated, and we eagerly await the opportunity to assist you further.

  Thank you for your understanding.

  Warm regards,

  ****

  Customer Service Manager

  Customer response

  02/28/2024

   
  Complaint: 21328395
  
  I am rejecting this response because: I did as they requested and all it stated was for me to add other information such as my order number/reference number etc feedback information request?? I never had a order number or reference number because I NEVER PLACED an ORDER with them ! I just want my moneys refunded and no other contact from them. If they refuse to refund monies maybe the attorney general should investigate this company for fraud. see in attachment enclosed
  Sincerely,
  
  *********************

  

  Business response

  03/05/2024

  Hi *****,

  Thank you for your reply.

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

  I would like to assist you in resolving the issue of the unknown charge on your account. I understand how distressing it can be to discover an unexpected charge, and I sincerely apologize for any inconvenience this may have caused you.

  Upon conducting a thorough search in our system, I regret to inform you that I have been unable to locate any recent charges associated with your name or email address.

  While you did purchase software products with us several years ago, such as Nero Burning ROM 2015 - Platinum and Upgrade, I could not locate any recent charges. This is why we are asking for additional details, usually found on your credit card statement.

  In order to further investigate and help you locate the charge, could you please provide us with the following details:

  - Last 4 digits of the card that was charged
  - Any alternative email addresses that the charge might be associated with

  Additionally, if there are any other details 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, it would be greatly appreciated. 

  Thank you for your patience and cooperation in this matter. We are committed to resolving this issue and assisting you in any way we can.

  Best regards,

  *********;

  Customer response

  03/05/2024

   
  Complaint: 21328395
  
  I am rejecting this response because: I need my money refunded since I did not purchase any product from you. But as requested here is the last four of my credit card #****, also the receipt where you deducted this money from my account is already listed in documents on record. Thank you
  Sincerely,
  
  *********************

  

  Business response

  03/06/2024

  Hi *****,
  I'm pleased to inform you that our Payment team has successfully located the charge.

  The product purchased was Windows Key Business, and the person who placed the purchase used the following contact information:

  Name: ************************

  Address: ***********************************************************************************

  Email: **********************

  As per your request, I'm delighted to confirm that your refund has been processed successfully today, March 06, 2024. You can find the refund confirmation attached to this email.

  Please note that while everything is taken care of on our end, it may take up to five to seven business days for the money to be refunded back into your account.

  If you require any further assistance or have any other queries, please don't hesitate to let us know. Thank you for choosing Cleverbridge!

  Best regards,

  *********;

  Customer response

  03/06/2024

   
  Complaint: 21328395
  
  I am rejecting this response because: We had to request another replacement credit card due to the action of this charge being reported as fraud and/or scam, therefore a new card was issued. We do agree to this settlement provided we are mailed out a certified/official  bank check etc. To give out our new credit card information could lead to more unauthorized charges. If company agrees to these terms and monies can be mailed to address on file. Thank You
  Sincerely,
  
  *********************

  

  Business response

  03/06/2024

  Hi *****,
  
  Thank you for reaching out. The refund has already been processed. If a new card has been issued in the meantime, the refund will be transferred automatically to the connected bank account or card. Please note that we can only refund payments back to the original payment method used. I recommend reaching out to your payment provider to verify this process. If the refund fails, our payment team will be alerted and will get in touch to resubmit the refund. If you have further questions or queries, we ask you to contact our support team directly through this link: ***************************************************
  
  Best regards,

  Nina 

   

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** standard suite renewal application from Cleverbridge (Corel.com) in late September online. During my many frustrated attempts to activate the software on multiple occasions I inadvertently created duplicate purchases, each time being completely unaware that I had purchased a new application until and I received my credit card bill months later. There was no purchase carts or confirmation emails sent informing me of these mistaken purchases. These 3 additional app's purchases occurred over a 3 month period (Sept Nov) on the same lap top all resulting from a poorly explained activation process. Unfortunately, there are no phone numbers or email contact information for customer service. The only method available is online request forms to communicate problems. The only support they offer for billing or activation problems is a prewritten common question and answer page.I have sent communications with the submissions of their request form that they can easily verify that these 3 purchases have not been activated and that all purchases were made from the same IP address, (these apps can not be transferred between computers) and obviously I could not use 4 duplicate software's on the same computer. I have explained this problem on multiple occasions while completing the required refund form request for each false purchases and explained to this company what occurred. Frankly, I am not certain that these were purchased by me. After 8 refund requests I have received notice by automatic email noreply that they confirmed receiving my request form yet no refund of response to my request for a refund. (I have attached a few that were answered) Finally on January 15th, I received a single response from this firm stating that they have canceled one of the 4 subscriptions. No further explanation was offered or discussion concerning the refund request. This is not an ethical or a professional practice in conducting business.

  

  Business response

  01/29/2024

  Hi *******,
  
  Thank you for your email. We apologize the confusion and inconvenience caused. 
  
  You have two active and one refunded subscription for *************** Suite .
  
  The first one was originally purchased on 17-Sep-2an, and renwed on 17-Sep-23. The refund for this order has been issued on Otcober 16, 2023.  Youll find all the information about that order HERE.
  
  The second subscription # ********* was started on 07-Oct-23  for $37.83  and its set to renew on 07-Oct-24 . Order information HERE.
  
  The third subscription # ********* was started on 10-Nov-23  for $37.83, all automatic renewals have been deactivated, so it will not renew Order information HERE.
  
  In case you arent going to use both active subscriptions, just let us know which one youd like to be refunded. Well be happy to look into it in accordance with WinZips refund policy. I reached out to you personally via email. 
  
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

  Best regards,

  ****

  Customer Support Manager 

  Customer response

  01/29/2024

   
  Complaint: 21209411
  
  I am rejecting this response because: Thank you for your long overdue response. My records match your records for 2 products billed to my credit cards that have not been activated or used. 
  
  As you will note from the BBB complaint that I am and have been requesting refunds for both orders #********* & #********* for several months on multiple occasions without a response, only receiving just a few auto no-reply acknowledgements from your group on the request form.

  Please process the refunds for $75.66 to resolve this matter. Thank you for your assistance with this matter
  
  Regards
  ***************************
  
  

  

  Business response

  01/30/2024

  *********************
  Assign
  
  
  
  Today 11:23
  
  
  Hi *******,
   
  Thank you for your response. We apologize for any inconvenience caused by the back-and-forth, but please rest assured that we are dedicated to resolving this issue to the best of our ability. 
   
  It seems that your initial refund requests were sent to no-********************************* Please be aware that this email address serves as our system delivery address and is unable to receive emails, hence your message has not been received.
   
  I've now forwarded your refund requests to WinZip for their review. They will assess the requests and provide us with an update on their approval status.
   
  You can expect to receive an email within the next two business days, informing you of the status of your refund request. If your request is approved, we will send you a confirmation message once the refund has been processed. In the event that your request is denied, you will also receive an email notifying you of the decision, either from us here at Cleverbridge or directly from WinZip.
   
  If you require any further assistance, please don't hesitate to let us know. Thank you for choosing Cleverbridge!
   
  Best regards,
  Sincerely,
  ************
  Cleverbridge Customer Support

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is avoiding issuing refunds for subscription services that have been canceled a year previous. I'm trying to cancel and their website does not allow refunds but says they do??? They make it impossible to to process a refund and hide behind a computer. They have no telephone number to talk directly to resolve the problem.

  

  Business response

  01/29/2024

  Hi ****,
  
  many thanks for your email. We are sorry for the inconvenience.
  
  We strive to offer excellent customer service, and we can provide our highest quality of support when we focus our efforts on email.
  
  We offer a whole host of useful FAQs, step-by-step guides, and information in our help center. There you can also look up a purchase by email, request a refund, and find out who to contact if you need technical support. Please head to our website here.
  
  You can also easily use our Purchase Lookup page to find all the orders you made via cleverbridge. Simply enter the e-mail address you used when you made the purchase and the list will be sent to you.
  
  While we no longer offer phone support, we will continue to provide quick, competent, and personalized support via email.
  
  Im happy to confirm that your refund has been processed successfully today, January 29, ****. 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.
  
  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!

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the product (Parallels for ************ Edition) because of the 30 day money back guarantee. When I tried to request a refund, I kept getting the run-around. I followed the instructions and filled out an initial refund request. I was then sent an email asking me to fill out a different form. This led to a third form. The third form led me back to the first form. It's a big circular loop of runaround. My invoice date is December 14, 2023. I first filed for a refund on January 6, ****. I filled out the additional forms today on January 13, ****. Both my January 6 and January 13 attempts to request a refund have not been honored.

  

  Business response

  01/15/2024

  Hi ******,
  
  We apologize for the delay. 
  
  Im happy to confirm that your refund has been processed successfully yesterday,  January 14, ****. You should have received a separate email from our system containing your official credit note. You can find the confirmation attached again.
  
  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.
  
  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 regards,

  ****

  Customer Service Manager 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NitroPro software was paid for 2 users. When I tried to activate it on the 2nd laptop, the screen required me to "Deactivate" with instructions to "activate" through Nitro Pro screen. There is NO activate option on the Nitro Pro screen. So now... I have 2 users available to me, but do not have use of the software. See screenshot with instructions to activate. See screenshot showing NO activation option. I no longer have use of this software. There is NO WHERE on ********'s website to resolve this problem. The website sends you into a loop going nowhere. If you do not have a business account, which I do not, you cannot log into the site to obtain further support.

  

  Business response

  01/15/2024

  Hi ********,
  
  Thank you for the information you shared; it will help us to get you the assistance you need to address this challenge.
  
  Based on the details you've provided; I've forwarded your message to the technical support team at *************** **** (. Since they are the makers of Nitro PDF Pro , they are your best resource for technical or product-related support (they can answer any questions about their products, including addressing your specific situation).
  
  You should expect a reply from them within two business days. Please remember to check your email's junk/spam folder if you don't see a response in your inbox over this time, as sometimes these messages can get filtered out.
  
  If you prefer to contact them directly or need to provide additional information, you can reach them here:
  
  ***********************************;
  
  Just to clarify, at Cleverbridge, we partner with various software manufacturers, and our expertise is in answering questions related to payments and order-related matters. While we'd be happy to help with any questions in those areas, the software maker's support team is better equipped to assist you with your specific issue and thats why weve alerted them to your challenge. Theyll be happy to follow up and address your needs.
  
  Additional information for Version 13 users: 
  
  Please ensure that you have installed version 13 of Nitro Pro before trying to activate it. To be certain youre on version 13, we advise to uninstall your current version of Nitro Pro and reboot your computer before installing Nitro Pro 13. Installers for version 13 can be found on Nitros site: ***************************************************** (*****************************************************) . In case youre still experiencing activation issues, please leave a post on **************** Forum and one of the support reps will assist you: ******************************
  
  License agreement
  1 license can be used on up to 2 computers.
  You may install and use 1 copy of Nitro Professional for each license purchased.
  The primary user of the computer on which Nitro Professional is installed may install a 2nd copy of the software for his or her exclusive use on either a portable computer or a computer located at his or her home, provided the software on the portable or home computer is not used at the same time as the software on the primary computer.
  
  We apologize for any inconvenience and thank you for your continued patience and understanding as we await their team's response to you.

  Best regards,

   

  *********;

  Customer Service Manager 

  Customer response

  01/21/2024

   
  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.  A tech representative from GoNitroPro emailed me with technical instructions and links for clearing out the old versions and included fresh links to reinstall the versions direclty from GoNitro needed to work with the serial number provided with the initial purchase.  All is satisfactorily resolved.  Thanks very much.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I never purchased any products or services from Cleverbridge, I never gave any card information, or authorized them to try and debit from any of my accounts.

  

  Business response

  01/10/2024

  Hi ******,
  
  I apologize for any confusion, and I'm here to provide clarification.
  It appears that you have a yearly subscription to Avira Prime ***** 5 devices), which attempted to automatically renew on January 3, ****. To notify you about the renewal, we sent an email to the address on file, ******************.
  In an effort to ensure transparency throughout the renewal process, we implement several measures to inform customers about their recurring subscription:
  -The shopping cart explicitly states the subscription nature before completing the order.
  -A reminder is displayed on the final page of the checkout process, requiring customers to confirm their awareness of the subscription.
  -The order confirmation email explicitly mentions the subscription and provides details on when the renewal will occur.
  
  Im happy to confirm that your order has been cancelled successfully today, January 10, ****. Youre going to receive a separate confirmation email from our system for your records. If you don't see it , please check your spam/ Junk folder
  Avira sent you an email because automatic license renewal is activated on your account. This feature provides a convenient way to renew your license before it expires, eliminating concerns about the expiration date and the need to reorder and activate the product.
  
  If you wish to deactivate automatic license renewal for your subscription, you can easily do so by logging into your Avira account through the following link:
  **********************************
  
  Instructions on deactivating your subscription can be found here: 
  ***********************************************************************************************************************************************************************
  For any further inquiries, you can directly contact Avira's dedicated support team at:
  Avira Support
  **********************************
  Scroll down the page to "Contact Avira."
  Click on "Contact us here," log into your account, and choose your preferred contact method (phone or email). If you've lost or forgotten your password, you can reset it there.
  
  You can also reach them by phone at the following numbers:
  Other countries: ***** **** 3366
  ***/******: ****************
  
  Please feel free to let us know if there's anything else we can assist you with. Thank you for reaching out to cleverbridge!
  
  Best regards,
  ****
  Manager Customer Service 

  Customer response

  01/12/2024

   
  Complaint: 21110892
  
  I am rejecting this response because: I had my identity stolen and I never ordered any devices or subscribed to anything with *****. Please cancel any orders or subscriptions you say I have. Thank you
  
  Sincerely,
  
  ***********************

  

  Business response

  01/17/2024

  Hi ******,
  Thank you for sharing the necessary information. Your cooperation is crucial for us to provide the assistance needed to address the current challenge.

  I've promptly forwarded your details to the technical support team at ********** They will be responsible for directly deactivating your subscription. Once the automatic renewal is canceled, you will receive a separate email confirming the cancellation for your records.Please anticipate a reply from the ********** support team within the next two business days. It's advisable to check your email's junk/spam folder if you don't see a response in your inbox during this time, as occasionally, these messages may get filtered out.

  To reiterate, at Cleverbridge, we collaborate with various software manufacturers, specializing in answering questions related to payments and order-related matters. For specific software-related issues, the software maker's support team is better equipped to assist you, which is why we've alerted them to your challenge. They will be happy to follow up and address your needs.

  
  As mentioned earlier, the unpaid order has been successfully canceled. In case you suspect fraudulent activity, we recommend reaching out to the police. The use of the same email address for this order, as the one you are contacting us from, is why our internal Fraud system did not block it immediately.
  You initiated a free trial on November 23, and the charge attempt from January 3, ****, signifies the actual start of your subscription. To safeguard you and prevent any further orders or attempts, we can offer to block your personal data in our system. If you wish to proceed with this, please contact our customer service team directly ***************************************************

  
  We apologize for any inconvenience and appreciate your continued patience and understanding as we await the response from **********'s team.
  
  Best regards,

   

  *********;

  Customer Service Manager 

  Customer response

  01/20/2024

   
  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

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged from this place and I never even heard of them. I am requesting my money immediately.

  

  Business response

  01/04/2024

  Hi *****,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly  subscription to RAV Endpoint Protection Premium that automatically renewed on 30-Dec-23 
  
  We sent you an email confirming your renewal to the address on file, **************************** , which had your receipt and order information.
  
  We try hard to make sure the renewal process is as clear as possible, so we take several steps to make sure customers know that they have signed up for a recurring subscription.
  
  -Its stated in the shopping cart before you place your order.
  
  -Theres a reminder shown on the last page of the checkout process, and customers have to confirm that they know theyre purchasing a subscription before they complete their order.
  
  -When we send your order confirmation email, it states You are subscribed to a multiple payment product and lets you know when its going to renew.
  
  -We give you an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  Im happy to confirm that your refund has been processed successfully today, January 04, ****. 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.
  
  Lastly, your subscription has been cancelled, so you won't have to worry about being charged again.
  
  ?I hope this clears up any confusion, and thanks for contacting Cleverbridge!

  Best regards,

   

  ****

  Customer Service Manager 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a downloaded application from Corel (DBA Cleverbridge), the Toast 20 Pro, so that I could process high-definition music as they state in can in their manual for this app. But after several attempts to create music DVDs that will play the ** music, I found it wasn't working, so I contacted their tech support. I have gone around and around with them over the past 3 months, uploading files created with Toast 20 Pro to them, exchanging many emails with them (provided if requested), only to be told on 12.22.23 that despite their documentation, it will NOT work with ** music at all. But because the tech support exchanges went past their 30-day money-back guarantee, I'm told they won't refund my purchase.

  

  Business response

  12/28/2023

  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 viewed your order details and can confirm your refund was issued on December 27, 2023. Youre going to receive a separate email from our system that will contain your refund status.

  Have a great day,

  ******

   

*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. ↩