ComplaintsforCleverbridge

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB,I am filing this complaint in hopes of CCCleaner making things right. I attempted to cancel my plan awhile ago but didn't realize the cancelation didn't go through, I assume it was an internet issue. Anyway, I got the free trial to use it while I waited on my dad to get his account logged in. I got a new card as well, so it shouldn't have even charged me anyways. I already sent a complaint to them but it doesn't seem like they are interested in refunding me, which is absurd! I need my money back as we already have another account. If I don't get my money back we are canceling BOTH accounts for good!

  

  Business response

  12/19/2023

  Hi ********,
  
  We apologize for the late reply, but we checked our records and were unable to locate any email sent from you requesting a refund. 
  
  Im happy to confirm that your refund for order # ********* has been processed successfully today, December 19, 2023. 
  
  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

  12/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/5/23 I purchased this software online as a monitoring system for my sons phone. It had a 7 day trial period. On 12/6/23 I realized the software did not do what I needed it to do and attempted to cancel during the free trial. There was NO way to cancel via the website. I sent an email and removed it from my Apple account. On 12/12/23, the end of the free trial, I was charged the $60 for the software even though I attempted to cancel the only way possible. I would like my money back and for the company to put an easy to find link to cancel a free trial available for future purchasers.

  

  Business response

  12/14/2023

  Hi ********,
   
  Im happy to confirm that your refund has been processed successfully today, December 14, 2023. 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.
   
  If you need to contact Clevebridge again in the future, please visit our helpcenter:
   
  ***************************************************
   
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!
  
  Sincerely,
  Nina 
  Cleverbridge Customer Support Manager

• Initial Complaint

  12/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charging my card and im not sure for what when I didn't even subscribe to anything

  

  Business response

  12/14/2023

  Hi *****,
  
  Im sorry for any confusion but I think I can clear up the situation.
  
  Cleverbridge works with software companies and provides payment and billing services. Thats why our name is on your statement.
  
  The charge you mentioned from 12-Dec-23 was for Malwarebytes Plus Premium Security + Privacy VPN + Browser Guard, Reference number 432646688 . 
  
  An email was also 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. You can also find all of that information under the link below: 

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

  If you still dont recognize the charge or would like to request a refund please let us know by replying to this message or by visiting our online *********** at:
  
  ***************************************************
  
  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

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to cancel my subscription, yet there is no option to on the website. They send me an email that just leads in a loop of things where i have no option to cancel. I just want to cancel my subscription!!

  

  Business response

  12/01/2023

  Hi *******,

  Thank you for taking the time to provide your feedback. We apologize for any inconvenience you may have experienced. 

  I can confirm all upcoming automatic renewals for your subscription have already been cancelled. You will not be billed or charged again for CCleaner Professional. I can also confirm you have not been charged. We sent a subscription cancellation to your email address on November 29, 2023. Please check your junk or spam in case the message was filtered there. 

  Please let us know if you have any questions.

  Best,

  ******

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for free 3 month trial of CCleaner Pro. It was due to expire on December 25th 2023. Today I'm being billed ***** for a renewal, one month early.

  

  Business response

  11/28/2023

  Hi ***,
  
  Your CCleaner Professional Plus subscription order ********* started on 26-Sep-23  and has been renewed automatically for $49.95 on 26-Nov-23.
  
  To ensure your premium features continue without interruption, your account was billed 30 days in advance of your current subscription expiry.
  
  We have sent you a subscription reminder on 27-Oct-23 to inform you about the upcoming charge. 
  
  Im happy to confirm that your refund has been processed successfully today, November 28, 2023. You'll 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.

  Best regards,

  *********;

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is a scam. I never agreed to an automatic payment for winzip updater which is junk.I tried every method to cancel and just went around in circles. I am complaining in case anyone ever is tempted to use these crooks

  

  Business response

  11/23/2023

  Hi ****,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly subscription to WinZip Driver Updater that automatically renewed on November 21, 2023
  
  We sent you an email confirming your renewal to the address on file, ******************, which had your receipt and order information. 
  
  We're trying hard to make sure the renewal process is as clear as possible, so weve taken 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 the option to cancel your automatic renewal in the delivery email we sent right after you made your purchase.
  
  Im happy to confirm that your refund was already processed successfully yesterday. You should have received a separate email from our system containing your official credit note. If you haven't seen it yet it, 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 let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally acquired the service in 2021. I cancelled within their 30 day window. It is now two years later and they are charging me for a subscription I did not initiate. My attempts to resolve the issue have been met with email after email telling me they want to talk to me about using the service. I have been VERY clear I don't want it. Ignoring my request for cancellation is not a me problem, it's fraud on the company's part.

  

  Business response

  11/13/2023

  Hi ****,
  
  thanks for your message. We are sorry for the unexpected charge. 
  
  Im happy to confirm that your refund has already been processed successfully on November 12, 2023. You should have received a separate email from our system containing your official credit note. If you haven't seen it yet it, 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.
  

  If you need further assistance, please visit our help center: 

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

  Best regards,

  Nina

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company apparently does not have a customer service department. I tried to find it but couldn't. I purchased software from this company and could not install it. I tried the whole process again and still could not install it on my computer. This was for a total of $129.98 through PayPal. I have sent them a letter, contacted them through PayPal and sent them Emails. They do not respond in any way, so I guess I just am stuck. I want this company to be held accountable for taking money and not providing any help whatsoever.I guess the only way to do that is to warn others.

  

  Business response

  11/02/2023

  Hi *****,

  We sincerely apologize for any inconvenience caused by your recent purchase. We are committed to assisting you promptly. After reviewing our records, we have identified an order matching your email address for PowerDVD 22 Ultra. Attached to this email, you will find your order confirmation which shows the purchase price of $69.99.
  
  In order to initiate the refund process, we kindly request your confirmation that this is the correct order. We noticed that your message mentioned a higher amount charged, so we want to ensure accuracy. We have also sent a separate email to you to address this matter and resolve it as swiftly as possible.

  Thank you for your feedback and we hope to have this resolved soon. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the software this morning. Have tried multiple times to download and install. Keep getting a server error. Third to contact the company and could find no viable help to resolve the issue. I wasted hours on this. At this point I just want a refund. After looking at their past record I decided the issue was not me, but a history of bad service.

  

  Business response

  09/25/2023

  Dear ****,

  I hope this message finds you well.

  I would like to extend our sincere apologies for any inconvenience you may have experienced. Your satisfaction is of utmost importance to us, and we fully understand and appreciate the questions and concerns you have raised regarding our products and order processes.

  Cleverbridge is an e-commerce company that specializes in providing payment and billing support to a wide range of software and cloud service providers. Our commitment to delivering exceptional customer service is unwavering, and we believe that email communication allows us to provide you with the highest quality of support.

  To better assist you, we have a comprehensive *********** filled with valuable resources, including frequently asked questions, step-by-step guides, and detailed information. You can explore this resource to find answers to your inquiries, track your purchases by email, initiate refund requests, and identify the appropriate contacts for technical support. For your convenience, please visit our website here ***************************************************
  

  Additionally, our Purchase Lookup page here ***********************************************************************************************; simplifies the process of locating all the orders you have made through Cleverbridge. By simply entering the email address associated with your purchase, you will receive a list of your orders promptly.

  I am delighted to confirm that your refund was successfully processed on September 23, 2023. An official credit note has been generated and should have been sent to your email address. If you have not received this email, please check your spam folder or feel free to find it attached to this message.

  It is important to note that while everything is in order on our end, it may take up to five to seven business days for the refunded amount to be credited back to your account.
  

  Should you encounter any issues or have further questions in the future, please do not hesitate to reach out to us directly. We are here to assist you with any additional concerns you may have.
  

  If there is anything else we can do to enhance your experience with Cleverbridge, please do not hesitate to let us know. Your feedback is invaluable to us, and we are committed to continuously improving our services.
  Once again, thank you for contacting Cleverbridge. We appreciate your business and look forward to serving you in the future.
  

  Warm regards,

  ****
  Customer Support Team **********************

  Customer response

  09/28/2023

   
  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

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 13, 2023 I renewed early my annual subscription (Reference #*********) for CCleaner Professional Plus Suite for 3 PCs. I paid $54.26. I received an email with copy of invoice. My prior subscription had not expired - I still had a month left. When said subscription expired, I realized I needed a new license key. I checked their email - no key provided. I checked support website and navigated to 'license lookup system'. What was provided was an expired Jan 1, **** key which did not work. I emailed support and got "We've received your message, and our customer service team will review it and get back to you as soon as possible' and got directed back to website. Have not heard anything. My software was also the current version so that was not an issue. I decided to request a refund and it took two submissions - one said it had to be done manually and the second submission claims "Your request was successfully submitted." I never got a follow up email confirming my request. I even called Cleverbridge's number the BBB has listed. They push customer inquiries to website which is useless. The automated recording only had one option (press 1) if the customer doesn't recognize a charge - again an automated recording. Cleverbridge makes it impossible to get help and their communication is awful. I suspect they have turned into a very shady company. I have removed all their software on my computer and laptops and will not be doing business with them again. I want a refund and I suppose I have to **** it up and know I have been taken for $54.26.

  

  Business response

  09/20/2023

  Hi ****** ,
  
  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.
  
  We sincerely apologize for any inconvenience you may have experienced. Your satisfaction is our top priority, and we understand that you have some questions regarding our products and orders.
  
  To ensure that you receive the quickest and most efficient support, we have taken a proactive step by entrusting your inquiry to our dedicated support team at Piriform, composed of experts in this field. Your email has been directly forwarded to their capable hands.
  
  We understand that you have not yet received a response, and we apologize for any delay in addressing your concerns. Please rest assured that your inquiry has been escalated to the Piriform team today, who are now actively working to resolve your issue promptly.
  
  We genuinely appreciate your patience and understanding during this process. We assure you that you can expect a comprehensive response very soon.
  
  You can contact Piriform directly at: 
  
  ********************
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to us. Your satisfaction remains our top priority, and we are committed to ensuring your experience with us is a positive one.

  Customer response

  09/21/2023

   
  Complaint: 20619427
  
  I am rejecting this response because:

  ************** they apologized have taken proactive steps to direct my complaint to capable hands but "we assure you that you can expect a comprehensive response very soon" is no answer.

  Define 'very soon' - a month, six months, a year? 

  With all the technology that Piriform has at its disposal this issue should have been resolved within 72 hours.
  Sincerely,
  
  ***********************

  

  Business response

  09/21/2023

  Hello ******,

  We truly understand your frustration and would like to assist you in resolving your inquiry promptly. As per our policy, the client is granted a 2-business day window to respond and address your concerns. If, by end of business tomorrow (EOB), we have not received a response, we will proceed with processing your refund.

  If you wish to retain the software and require technical support, we encourage you to reach out directly to Piriform, the software provider at: ********************

  They possess the necessary expertise to assist you with any technical issues you may encounter.

  Please note that cleverbridge primarily serves as a payment partner, and as such, we do not have access to the specific license information needed to address your technical concern. However, rest assured that if you are unable to use the software, we will expedite the refund process for you.

  Thank you for your patience, and please don't hesitate to reach out if you have any further questions or require additional assistance.

   

  Customer response

  09/21/2023

   
  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. ↩