ComplaintsforCleverbridge

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My father passed away last year. In July of this year, Cleverbridge charged $42.65 to a credit card that my mom and dad had both used and had previously been in my dad's name with my mother as an authorized user. Last year after my father passed away, the bank changed the credit card agreement to remove my father from the account as the account holder and an authorized user to make my mother the sole account holder and sole authorized user. My mother, who is 87 years old and does not even know how to use a computer, did not authorize this charge. Neither of us have any idea if my dad had ordered anything from the company during his lifetime - so we do not even know if it was a legitimate service while he was living. Even giving the company the benefit of the doubt that my dad may have ordered some service during his lifetime - he had been deceased for almost a year at the time of the charge and he is no longer even listed on the card as an authorized user of my mother's credit card. Even giving the company the benefit of the doubt that it was a mistake - there is absolutely no excuse for the fact that this company makes it IMPOSSIBLE to reach them. The phone number listed on the credit card statement goes to Cleverbridge and is a recorded message playing in a continuous loop with no option to speak with a person and telling you to go to their website. I went on the website to request a refund and the request would not allow you to enter any information or details and only allowed you to select from the drop down choices provided. We filled it out and hit submit and the website rejected the request and said we would have to submit the request through customer support. We clicked on the customer support link and it gave no contact information and only allowed you to submit an 'email request' for support through another dropdown menu and did not even provide an actual customer support email address so that we could confirm the message was even sent. We submitted an "email message" through their dropdown system and have no idea if it was even submitted. We received no confirmation that it went through and have heard nothing. I then searched Cleverbridge online to see if I could find contact information somewhere else and found the BBB complaint page right away. I was initially relieved to see a note at the top of the page indicating that Cleverbridge requests that you call ************** before filing a complaint. I called that number and it was a joke! The number only led back into Cleverbridge's endless loop to nowhere. It was another recorded message with NO option to speak to anyone and it actually hangs up on you after the recording telling you to go to their website. To prevent any other UNAUTHORIZED charges on the credit card that is solely in my mother's name, I cancelled the credit card for her and am still trying to get this refunded to her before making the final payment - otherwise - who knows what we will need to do to actually get a refund if she is forced to pay this charge as a part of the final amount due. This company provides no customer support email address, no customer support phone number, no customer support chat option or any other mode of communication other than dropdown boilerplate requirements. Filing this complaint is the only way we could find that we may actually be able to reach them to request this refund and acknowledge this request. Thank you.

  

  Business response

  09/18/2023

  Hi *****,
  I hope this message finds you as well as can be expected during this difficult time. We sincerely extend our condolences to you and your family.

  We understand that you have a specific request, and we are here to assist you to the best of our abilities. However, due to statutory requirements, we kindly request a copy of the death certificate for data verification purposes. To streamline this process and offer you the utmost support, we have initiated direct communication with you via email, where we can provide further guidance and assistance.

  Support Options:Our commitment to providing excellent customer service remains unwavering, and we find that our email support channel allows us to offer the highest level of assistance. In our help center, you will find a wealth of valuable resources, including FAQs, step-by-step guides, and informative content. Here, you can also look up a purchase by email, request a refund, or access information on how to contact our technical support team. While we no longer offer phone support, please rest assured that we continue to provide swift, competent, and personalized support via email.

  Regarding Your Refund Request:I'm pleased to confirm that your refund request was successfully processed on September 16, 2023. A separate email containing your credit note has been sent from our system. Please check your spam or junk folder if you don't see it in your inbox. Everything has been processed on our end, but please note that it may take up to five to seven business days for the refunded amount to reflect in your account. Furthermore, your father's subscription has been canceled, so you will not incur any further charges.

  If you have any additional questions or require further assistance, please do not hesitate to reach out. Your satisfaction is of paramount importance to us, and we are here to support you during this time.
  Thank you for choosing Cleverbridge, and please accept our deepest sympathies once again.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a subscription to CCleaner on 9/11/23 and requested a full refund the same day. It has now been over 72 hours since my refund request and I haven't received any response from the company. I've placed multiple refund requests and contacted the company by email and have yet to receive a response. The company has already charged my credit card and now they are refusing to respond to my request for a full refund.

  

  Business response

  09/14/2023

  Hi ***,

  I hope this message finds you well. First and foremost, we sincerely apologize for any inconvenience you may have experienced regarding your recent refund request. We understand the importance of timely and accurate customer support, and we deeply regret any issues you encountered.
  Please allow us to clarify the situation. As of 2021, Piriform transitioned to handling all customer support inquiries in-house. Consequently, all customer emails are now automatically forwarded to their dedicated support team. Due to this change, we were unable to independently verify your previous communication with *********

  Nevertheless, we are pleased to inform you that your refund request has been successfully processed as of today, September 14, 2023. You will soon receive a separate email from our system containing your official credit note. In the event you do not receive this email within the next few hours, kindly check your spam or junk folder, if applicable. Please note that it may take up to five to seven business days for the refunded amount to be credited back to your account. We want to reassure you that your subscription has been promptly canceled, so you will not incur any further charges in the future.

  Your satisfaction is of paramount importance to us, and we remain committed to providing you with the best possible service. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out. We are here to help and resolve any outstanding issues.

  ******
  

  Customer response

  09/17/2023

   
  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

  09/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An unauthorized, fraudulent charge was made to my credit card on 7/27/23. I contacted the company last year 9/9/22, request ****** with a request for a refund and to cancel my subscription. They did not inform me of the charge ahead of time but refuse the refund after the "subscription begins-- well after the consumer figures out that they've been charged. I did cancel on 9/9/22. This year's charge is a FRAUD. I need a full refund and a confirmation in writing that ******** has removed all record of my credit card. Email on the account was ******************* That is no longer is service. New email is *******************

  

  Business response

  09/11/2023

  Subject: Re: Refund Confirmation and Subscription Cancellation

  Dear *******,

  I hope this message finds you well. First and foremost, we sincerely apologize for any inconvenience you may have experienced regarding your recent refund request. We understand the importance of timely and accurate customer support, and we deeply regret any issues you encountered.

  Please allow us to clarify the situation. As of 2021, Piriform transitioned to handling all customer support inquiries in-house. Consequently, all customer emails are now automatically forwarded to their dedicated support team. Due to this change, we were unable to independently verify your previous communication with *********

  Nevertheless, we are pleased to inform you that your refund request has been successfully processed as of today, September 11, 2023. You will soon receive a separate email from our system containing your official credit note. In the event you do not receive this email within the next few hours, kindly check your spam or junk folder, if applicable.

  Rest assured that all necessary actions have been taken on our end to process your refund. However, please note that it may take up to five to seven business days for the refunded amount to be credited back to your account.
  Furthermore, we want to reassure you that your subscription has been promptly canceled, so you will not incur any further charges in the future.

  Your satisfaction is of paramount importance to us, and we remain committed to providing you with the best possible service. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out. We are here to help and resolve any outstanding issues.

  Once again, we apologize for any inconvenience you may have faced during this process and thank you for choosing Cleverbridge. Your continued trust in us is greatly appreciated.

  Warm regards,

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

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged ***** by Cleverbridge, Inc. For a subscription that I know nothing about and definitely did not authorize. This occurred on 6/19/23.Transaction #8DL73635JW262380L

  

  Business response

  09/04/2023

  Hi BBB,
  
  We reached out to the customer directly.

  The charge is for a subscription renewal of Malwarebytes, the customer started the subscription in 2016 using a different email address ******************* and has been charged yearly since then.

  A refund and subscription cancellation can be requested directly with cleverbridge, and we informed the customer about the charge and her options.

  Please find our response attached.  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Clever Bridge refused to refund an unexpected automatic renewal for ~$5,500.00 in July 2023. My department does not use this software anymore and do not need the software. Clever Bridge customer service would not take a phone call and instead opted to do business via a series of very short and dishonest emails where in the developer of the software in question was blamed for the refund policy. This level of financial dishonesty has dramatically affected the project plan for our entire department for Q3 & Q4 of this year (2023). To add insult to injury, I was unable to locate a clear method to disable the automatic Clever Bridge renewal for next year (****) and instead opted to change the credit card number to one I could cancel. This, of course, created more work for me via the credit card company. Overall, this has been the worst experience of my career dealing with a payment processor.

  

  Business response

  08/24/2023

  Hi ****,

  Thank you for your message, we apologize for any frustration or inconvenience. We have identified your Veeam Backup subscription and have successfully cancelled it. You will not receive any future billing.
  
  We have also requested a refund on your behalf and can confirm that a refund has been processed on August 22, 2023. An email confirming the refund details has been sent to your email address, *********************************************.
  
  Please allow 5-7 business days for the funds to reflect in your account.

  Thank you,

  ******

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $121.19 by Everbridge for an automatic renewal on software. Reference Number *********. I did not receive notice of the renewal in advance. The company offered the potential for a refund online. There is no way to contact them by phone. I have contacted them twice via their contact form and have not heard back from them. Their listed number goes into a recoding that does not enable support and directs customers to return to the website to use the contact form.

  

  Business response

  08/18/2023

  Hi *****,

  I apologize for the difficulties you experienced with requesting a refund online. Our records indicate that your request was successful, and the refund was issued on August 17th. It may take 5-7 business days for the funds to reflect on your credit card statement. We have also sent you a refund confirmation email to ******************** for your reference.
  
  Should you have any further queries, feel free to contact our support team at [*********************************************].

  Thank you,

  ******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They charged my credit card $54.07 7/26/23 to renew CCleaner and now today I received an email saying I need to renew when I did already renew last month. I fear they will charge my credit card again and I do not want to do business with this company. I want a refund of my $54.07 sent to me.

  

  Business response

  08/18/2023

  Hi ********,

  Thank you for reaching out to us. Our records indicate that your refund was issued on August 17th and a confirmation was sent to your email address, *************** We hope that this has resolved any challenges you were facing. Please don't hesitate to let us know if we can be of further assistance.

  -******

  Customer response

  08/19/2023

   
  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

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I woke up to an unrecognized charge on my credit card of $99.99. I never signed up for any software agreement, I don't know how my information was obtained. I have recieved no product or plan, and am incredibly upset. I am demanding a refund. The phone number of your website is a speech loop, no one will answer.

  

  Business response

  08/08/2023

  Hi *****,

  Thank you for your message. I can see you have reached out to our support team on August 7, 2023 with your request for a refund. We have taken the necessary steps to start the refund process. If you have any questions in the meantime, please reply to your support ticket and we are happy to answer any questions you may have. We ask for patience during this process as it can take up to 3 business days but you will receive an update to your email.

  Thank you!

  ******

  Customer response

  08/08/2023

   
  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

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cleverbridge continues to take money for no product. I have cancelled every product and they continue to bill me.

  

  Business response

  08/01/2023

  Hi ****,

  Thank you for your feedback. I have located the most recent order associated with your email address. I am pleased to confirm that a refund was issued on July 31, 2023. You should have already received confirmation of this. If you require any further information, please feel free to reach out to our support team at: *********************************************.

  Thank you! 

  -******

   

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cleverbridge charged my paypal account ***** for internet security. I previously in 2017 had security with Bullguard that went out of business .Since then I have not had any security.Clever bridge used that information to renew a security package that I did not buy. I spent over an hour with their customer service to refund money and all I got was being transfered to someone else with no results. The Norton security package has not been installed and has not taken affect yet so I don't understand why they just don't refund a charge that I have had no benefit *****. From reading other recent complaints, it seems that it is a tactic that cleverbridge uses to sell their product to customers that don't have any interest in getting .

  

  Business response

  08/01/2023

  Hi ****,

  Thank you for your message. I wanted to provide an update regarding your request for a refund, which we received on July 30, 2023. Our support team promptly assisted you with this matter, and I am pleased to inform you that the refund process has been successfully completed.
  
  You should have received a confirmation of the refund, as well as the funds transferred to your PayPal account. Additionally, I would like to inform you that your account has been cancelled, ensuring that you will not incur any future billing charges.

  Thank you!

  ******

*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. ↩