Complaintsfor24/7 Techies

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 2023 I purchase 24/7 Techies for ******. I used the service once.They withdrew ****** on 04/12/24 for my ongoing subscription.The website states they are available 24/7 and will answer the phone or chat within 60 seconds.Also the website states if we are not happy we will get a full refund.They had me on hold for 45 minutes and then it went to voicemail.I'm trying to cancel my subscription and get refunded as the payment is currently pending in my bank and to be processed 4/16/24. I want you to cancel this payment and my subscription immediately please. 24/7 techies is a scam.

  Business response

  04/15/2024

  Hi ***** ,

  Thank you for contacting the Better Business Bureau and for bringing your experience to our attention. We apologize for the missed chat on the occasion you contacted us. There might have been a temporary technical issue at that time. However, we are glad we were able to connect with you by phone and address your cancellation request promptly.  We acknowledge that our response time did not meet our usual standards, and we apologize for the technical issue that caused you to miss our chat support. We continuously strive to improve our customer service, and your feedback is valuable in that process.

  We understand your frustration with the auto-renewal attempt for $169.75 and We can confirm that the renewal did not go through successfully.  PayPal record is attached as well .Since the auto-renewal failed, no funds should be withdrawn from your account. If the $169.75 is withdrawn from your account, please let us know the transaction ID via email on *********************************** , and we will initiate a full refund immediately. We have also cancelled your subscription and we have attached the PayPal record confirming the cancellation of the service . 

  Moving forward, We have reviewed our internal processes to ensure timely responses on both phone and chat channels to avoid similar situations in the future .We would be happy to offer you a complimentary technical support session as a token of our apology for the inconvenience.

  Please feel free to contact us directly at ************ or *********************************** if you have any further questions or require assistance with the technical support session.

  
  Sincerely,
  The 24/7 Techies Team.

   

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, please let me say that I'm a disabled Navy veteran (100%) and I'm 64 years old this month. On November 13, 2023 I paid the company 24/7 Techies two payments through Paypal (called and was refused assistance with them). The two payments to the said company was for a yearly scription beginning on November 13, 2023 for $199.95 and an International transaction fee of $2.00 on the same date. I have been experiencing total interference of my wifi service, and simply put, 24/7 Techies can not locate the computer corruption of my wifi system. And now 24/7 Techies are refusing to even connect remotely to my computer, and I feel violating our yearly contractual agreement, that I paid for in full (proof available on this) I depend greatly on my wifi service that I pay ******* on a regular basis. So, I was hoping that I could get a refund for the monies I gave to 24/7 Techies. Thank you, I'm a single income homeowner and money is important to me, however the small amount. Thank you! *******************

  Business response

  02/09/2024

  Dear ************,

  
  Thank you for contacting the 24/7 Techies Customer Success Team. We understand your frustration regarding the ongoing issues and appreciate you bringing your concerns to our attention. We value your service as a disabled veteran and want to assure you that we're committed to providing satisfactory support.

  
  We would like to clarify your statement about experiencing total Wi-Fi interference and your belief that it stems from computer corruption. Our team investigated the specific issue related to posting pictures on social media which seems to be the confusion from your end. Based on our findings, it appears the problem stems from privacy violations on your social media platform, not due to a hidden virus within your computer or due to a Wi-Fi interference.  We understand how this might lead to confusion, and we apologize if our previous explanation wasn't clear.

  
  However, we want to emphasize that our technicians have never refused to connect remotely. You can always reach us for assistance 24/7 via the remote app, phone call, or email. We're dedicated to resolving your concerns to the best of our ability. Please do let us know a date or time that we have refused to connect with you .

  
  Regarding your request for a refund,we understand your financial situation and the importance of the money.However, as per our policy, refunds are not granted for ongoing issues that our technicians have actively addressed and attempted to resolve. We have also resolved around 6-7 incidents during the last few months on your computer and we only have a 30-day money back guarantee.

  
  However, we understand that the issue might lie outside our expertise. We recommend contacting your internet service provider (ISP) like ******* for further assistance with your Wi-Fi connection specifically.

  
  We truly value your feedback and want to ensure your satisfaction. Please feel free to reply to this or call us directly to discuss these options further and schedule a call with a senior technician.

  
  Sincerely,
  The 24/7 Techies Customer Success Team.

  Customer response

  02/09/2024

   
  Complaint: 21259035
  
  I am rejecting this response because: I paid for computer privacy and security, my ************ is totally and constantly violated, I have so many incidents of harassment and interference, and on a daily basis. I feel there was no help with my computer interference, and as a result I am burdened with a continuation of my privacy being violated. And my aim was always to invest in solutions, like my investment with the 24/7 Technies. But I understood that there will be no solutions to my dilemma. 
  

  Respectfully, 
  
  Sincerely,
  
  *******************************

  Business response

  02/16/2024

  Hi ***********,
  
  We understand that you're experiencing ongoing privacy violations and harassment through Internet,
  

  While 247Techies provides comprehensive technical support for computers and software, including security measures, we cannot directly prevent online privacy violations initiated by external sources. Your internet service provider and the websites you visit *** have separate security protocols that impact your privacy.
  
  While we can help with software-related  issues on your computer, we cannot directly address the security of your network or the actions of others on the internet. This requires additional measures and potentially involves your internet service provider (ISP).
  
  For an example you have connected with us for web browser issues / Virus and Malware issues on your computer which we have resolved over the past few months  which is within our tech support scope.

  We understand that this situation is stressful, and we are committed to assisting you in any way we can. Please don't hesitate to contact us for further assistance or to discuss these options in more detail.
  
  Sincerely,
  
  The 247Techies Team.
  

  
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Represents themselves as a ****************** They are bot connected to ********* in any. Representation is using modified ********* logo. This is by using printing Gold over lower left corner of ********* logo and calling themselves ********* tech.

  Business response

  09/20/2023

  Hi **** ,

  we are writing to you today to inform you that 247techies is a ********* Partner. Please refer the below link for verification.

  ***********************************************************************************************************.

  24/7 Techies delivers tech support services for thousands of our customers' computers and we guarantee an outstanding experience. If you are ever unsure whether a company is a legitimate ********* partner, you can check the ********* Partner Directory.
  

  Thank you for Choosing 247techies. We are available 24/7 and you can contact us anytime if you need further clarification. Please feel free to contact us if you have any questions or need assistance.

  
  Sincerely,

  247techies.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If I recollect correctly, I was to pay $200 for the initial consultation to help me with printer problems. I was told I would need to cancel which I did after a couple of months, with some difficulty. In reviewing my statements for taxes recently, I see they charged me $149.95 on May 1, 2022 and again on November 1, 2022. 6 months! I am angry because they are acknowledged on the internet to be a scam, and they are difficult to talk to as links don't work. I want a refund for both these charges and an assurance that there will be no further charges. I canceled again last week but I have no reason to believe it went through. Further, after the initial contact in November, 2021, which did not resolve the problem btw, I received no services from them which I believe is a valid reason for disputing a charge. I am 71 and apparently an easy target for people like this. If they were legit, they would send an informational email before charging someone. And there is no way they can justify charging twice in one year! Please help. I cannot afford to have lost this money.

  Business response

  04/02/2023

  Hi *******,

  We are Sorry for the inconvenience occurred during your experience with 247 Techies. We are always committed to providing our customers an outstanding experience and are truly sorry, we could not achieve this goal in this instance. We are happy to inform you that we have already cancelled your subscription from our end a processed with the refund. The refund should reflect in your account within the next 3 4 Business working days. 

  Should you have any concerns,please call us on our hotline ************ or send us an email to ************************************** also would like to highlight the fact that we are available 24/7 by phone,chat and via email for any customer queries. We have been providing tech support for over a decade, during which time we have served thousands of seniors with their devices in the **, ******, **, and *********. We hope you will connect with our service in the future and we are certain you will have a much better experience.

  Thanks,
  Customer success team,
  **********************.

   

• Initial Complaint

  11/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Transaction date 11-15-2022. Amount that I spent for the service $199.95. They said they could fix my problem. Their ad stated that no credit card required and the service was free. This was a false statement. They asked for my credit card and charged me $199.95 for a service that was supposed to be free. They did solve my problem but I didnt want to pay that much. I would like a refund if possible. I wouldnt mind paying $50.00 for the service rendered. It only took about 30 minutes to fix the problem. This is also a subscription service. I would also like my subscription canceled. I have not contacted the company company but I did express my concerns about the price to no avail.

  Business response

  01/25/2023

  Hi *****,
  
  Were writing to you with reference to the subscription cancellation and partial refund with 247 Techies.
  
  As per our Terms and Conditions 247 Techies guarantee that you will be pleased with the service offered or your money will be refunded in FULL within 30 days of signing up, if the FIRST REPORTED issue was not successfully resolved . But However We are happy to inform you that we will process a partial refund of 60 USD and cancel the 6 months subscription for one computer purchased initially for ****** USD.

  You will only be charged ****** USD as One-Time support charge for the support we have provided on your initial contact. However if you need any help we will be assisting you during the next 6 months .
  
  The partial refund will be processed to your account within 2 3 Business working days and there wont be any charges in the future.
  

  Thanks,
  24/7 Techies Customer Success Team
  .

  Customer response

  01/25/2023

   
  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

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At 4:00 am this morning 124 Techies charged my ****** account $195.95. I did not know this would happen. However, I am willing to pay this charge because I did sign the contract. But as I no longer wish to utilize this payment method, I cancelled the account with ******. They cancelled any future payments, but told me I must contact 124 Techies to cancel my subscription. When I tried to contact 124 Techies, they told me my account had expired. Since they already charged me for the account for six months, how can it have expired in ten hours? Yes, I would prefer a refund, but most importantly, please cancel my subscription for the immediate future.

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/07/31) */ Hi ******, We are sorry for the inconvenience caused. we'd like to inform that recurring payment option is mentioned on our terms and conditions on our registration page prior to entering any billing information. This can be cancelled by you anytime using you from your ****** account or you could inform us to cancel this auto renewal anytime if you do not wish to continue the service. Regarding the refund policy - we are always happy to refund if you no longer need our service. We have refunded you back the payment and cancelled the subscription with our service. If you need any further information, please do contact us on support @247techies.tech. 247Techies customer success team. Consumer Response /* (2000, 7, 2022/08/01) */ ****** **** Sun, Jul 31, 10:40 AM (23 hours ago) to Better, ****** Dear BBB Personnel: Re Complaint Case # ******** (Ref#114-********-********-3-210), the company has refunded my money and cancelled my contract. I am completely satisfied with the results. Thank you for your aid and concern for my case. Sincerely, ********* ****.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2 step verification to log into my ****** account. On 6/12 I received a code from ***** to access my account. I immediately called ***** and informed them that someone was trying to access my account. They assured me that no-one was trying to access my account. 30 minutes later I received a text from ***** thanking me for my payment of 139.95. This is the first I am hearing the name 24/7 techies. This company illegally bypass my 2 step verification and used my email address to gain access to my ***** account and illegally billed my credit card for purchase I have never made with them. At 1:45 I received an email from 24/7 techies emailing someone name ****************** asking why the payment was on hold. They are asking Phyllis why the payment is on hold, and yet they went into my account. I want to know how they were able to access both my ***** account and my email address without my consent or authorization. This company violate my privacy and illegally gain access to my account. This is a copy of the email that was sent to my email from techies. Dear ******************, Thank you for subscribing with 247Techies. We have just been notified that your Payment ID ***************** is currently On-Hold. Kindly share your concerns as to why the payment is on hold, or if there is anything else that we may help you with. Had this happened without your knowledge, please do let us know immediately. Should you have any concerns, please call us or respond to this email, and we'd be happy to help you. Contact Us: United States : ************** Australia : ************* United Kingdom : ************** Email : *******@247techies.com

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/06/16) */ Hi ******, Thanks for bringing up the above matter to our attention. We investigated and found as per the reports your sister "****** ******" has contacted us for technical support with 247techies on 12th of June to get the ********* office apps installed and activated on her computer. we have successfully helped her to complete this process. The $139.95 was paid to us by your sister and ****** was already logged in a browser on the PC she connected, and she made the payment using that. However, we noticed the payment was on hold before even we help her to fix the issue, but it was communicated to us by your sister later that it was your ****** account and we have requested ****** to refund the payment to you. it will be processed at your earliest by ****** as we have requested them to refund the payment. The Email sent to you was a total mistake from our end and it was an email that is supposed to be sent to a different customer. we do apologize about the email you have received and about the miscommunication. All 24/7 Techies remote support sessions are highly secure and encrypted. Our Techies work in a controlled, monitored environment to ensure you get top-notch tech support that's safe and secure. We will further investigate and if you have further concerns an officer from our security and compliance team will be happy to get on a call with you and explain. We look forward to hearing back from you and resolving any open concerns 247 Techies Customer Success Team Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) My sister did not give authorization to use my account because she does not have my log in information. My sister is not living with me. One year ago I gave her the laptop for school. my ****** app is on the computer. Techies took over the mouse to install the app, saw the ****** app and use it to access my account. The account was not opened. I use a two step verification to access my account and that is how I knew someone was trying to access my account. When I received the code from ****** for access I immediately called them and notified them that someone was trying to access my account, and they assured me no-one was trying to access my account. 30 minutes later I received the confirmation for 139.95 which I did not authorized. These people are tech savvy and know how to access people's information. How ironic that they send some one's else information to my email that they illegally accessed for the same 139.95 they took out of my account. The payment was on hold because I reported the illegal activity on my account and they wanted to know why the payment was on hold. The next day the payment was released to them because they used my sister as a scape goat to get the payment. The only reason why they told ***** to refund the money was because the fraud department investigate my claim. They are just trying to cover their tract. They violated my privacy and need to take responsibility for their own actions. Business Response /* (4000, 9, 2022/06/21) */ Hi ******, As mentioned, all 24/7 Techies remote support sessions are highly secure and encrypted. Our Techies work in a controlled, monitored environment. As per the specific session recording our agent did not install any ****** app. When our Techie opened the payment page on ****** ****** - The ****** was automatically logged in as our primary payment gateway is ******. The intention was to open the ****** guest checkout where customer can use the credit or debit card but as it loaded the ****** login our agent has checked with the customer and asked to click continue to review the payment and the payment was successfully completed. If you have been using ****** on a device in the past, it is likely that you may have enabled the One Touch Auto Login option in your ****** Account. When this feature is enabled, ****** automatically logs you in. You can review and remove ****** One Touch Automatic login on any of your devices by going to Security Settings in your ****** Account. Regarding the payment of $139.95 that was paid to us using that ****** account - we have successfully refunded (Refund ID - *****************). We guarantee your satisfaction or your money back - no questions asked. The same applies to this as well. Thanks, 24/7 Techies Customer success team .

• Initial Complaint

  05/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I believed I had been haked.... I tried to contact this company several times and got no return contact..... I am no longer certain of exact day and time.

  Business response

  08/20/2022

  Business Response /* (1000, 5, 2022/05/24) */ Dear *****, We would like to inform you that we do not have any records of you as a customer of ours, by the provided name/Email and Contact number. If you could provide us more details on this, such as the Transaction ID, registered name or Email we'll be able to track it down further. We would like to hear from you at the earliest possible to solve this matter quickly as possible, since we take serious action when it comes to providing Outstanding Experience for our customers. Thank you!! 24/7 Techies Customer Success Team

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On April 2, 2022 I was having difficulty with my emails. Shaw determined it was a ********* issue and provided a telephone number. I needed to pay in order to place the call, so went online and found 247 Techies Limited. This online service recommended I order the 6 month package of 199 USD for unlimited service. They gained access to my computer, made some adjustments and all seemed ok until I needed my scanner, which no longer worked. I contacted them and they made adjustments, but now I would no longer be able to physically select functions on my scanner, only off my computer. I told 24/7 Techies that is not what I wanted. Only how it was before. They were unable to help. I had to call another company (************) and when they saw my computer, they recognized that I had been scammed. I am devastated. I'm 85 years old and this was an extremely stressful experience. I cannot afford such a mistake. They offered me a partial refund, despite their posted guarantee as below. Instant Remote Support - 24/7 Talk to a techie in less than 60 seconds 24/7 Unlimited Support $199.95 - 6 Months 1 Computer + 1 Device Free We guarantee an outstanding experience or your money back - no questions asked CALL NOW ************** This has not been an outstanding experience. I still do not have my computer as it is being scrubbed.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/04/20) */ Hi *****, Thank you for taking the time to share your experience with 24/7 Techies team. Our sincere apologies on any inconvenience caused. As you have mentioned you have connected with us on 3rd of April, and we have successfully resolved your initial request in related to your ******* emails and you have confirmed the resolution. We made sure that we provide an instant fix, and you were able to use your Email. We understand that you have come across another technical issue related to your scanner in few days and you have not given us remote access to check on the possibility of helping you on this issue instead you have requested the refund over the phone. Our Techie has offered you a partial refund since we have resolved your initial issue related to *******. However, if you feel you received a less than outstanding experience, we will be happy to refund you and we have already processed the refund. you will receive the refund within next 3-5 working days. Further, you have been given wrong information by another 3rd party entity and we would like to clarify you, we have been providing tech support for over a decade, during which time we have served thousands of users in the US, Canada, UK, and Australia. We are part of a selected group of providers that have been awarded the Gold and Silver competencies from *********. Also having registered with a platform like BBB and allowing you to express your feedback and complain itself proves the legitimacy of our company. Our techies are among the best trained and most experienced in the industry. Thank you for taking the time to try our service and we do sincerely apologize for the poor experience during the process. If you need more information, please contact us by phone or e-mail. We're here with the answers 24/7. We look forward to hearing back from you and resolving any open concerns. 24/7 Techies Customer Success Team

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last March 24 i contacted ****** but end up with 27/4 techies they as me to pay 199.95 to fix the computer. I contacted them for refund because they told me they are norton and instead to give me a refund they said that they have screen recording. They are scamming people with out the ability to get money back guarantee. They scam old people like me. I'll be happy to get my money back. And not to deal with this 24/7 techies scam from india.

  Business response

  08/16/2022

  Business Response /* (1000, 5, 2022/04/18) */ Hi ********, Thank you for taking the time to share your experience with 24/7 Techies. Our sincere apologies on any inconvenience caused. As per our investigation you have connected with us on 3 instances during last 30days and our techies have helped you to resolve them successfully. Please note we have not mentioned that we are Norton, or we have not mentioned anywhere on our website about a connection with Norton. We are Microsoft gold partners providing legitimate tech ******* services 24/7 . We completely understand your disappointment on the cost. '247 Techies guarantee that you will be pleased with the service offered or your money will be refunded in FULL within 30 days of signing up, if the FIRST REPORTED issue was not successfully' We have resolved technical issues on your device with your confirmation. However, we would like to proceed with the refund in this instance but currently your payment is on hold on Paypal which we have no control upon. Our refunds teams will be in touch with you to sort this out. You can call or email us on *******@247techies.tech if you need further clarification. Thanks, 247 Techies Customer success team.

*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. ↩