Complaints

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Here is the email I sent Thursday, May 12, 2022 at 9:00 AM: Hello. My name is ***************. I became involved with Hetman Software late last year, December 25, during a time when my computer had crashed four days prior. Since my Google Chrome Tabs Outliner became temporarily unreliable, your company seemed like a good option to me. Your program Hetman Internet Spy has been a great help to me in revisiting web pages. However, the discs that you promised and I paid for with the help of my mother, *******, have not arrived. Since you have had almost five months to deliver them, I am requesting a refund. I sincerely hope that other customers do not have to go through this experience. I was promised "priority support." At issue are: Partition DVD for Hetman Internet Spy - 1 item(s) - 27.45 USD Spy DVD for Hetman Internet Spy - 1 item(s) - 27.45 USD We are owed $54.90. I am attaching my PayPro Global invoice. I surmise that you have shipping records to indicate that what I am saying is true. I apologize for the delay in mentioning this problem, but do not want to be taken advantage of financially. I have long-term unemployment, hence no personal income. We are living on a fixed pension. An oversight like this should not repeated. An apology and explanation would be in order. I do not understand what has gone wrong here. Suffice to say, I am disappointed with the overall experience, though it has not been without some merit on your part. Regards, ******* and *************** They have my invoice and so will you. They will not return my email in a timely fashion. Also their phone number does not work: USA: ******************. Instead of getting a recording or a live person, I get a high-pitched modem tone. I paid for priority support and the company's billing does not measure up to this. So there could be false advertising as well. Yes indeed, it's time for some accountability. I regret that it has come to this.

  Business response

  06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ Contact Name and Title: *************** Contact Email:****************************** Dear ************, Sorry for the delay in resolving your issue. It has been submitted to the company's support team and will be resolved shortly. Best regards, *************** support team Website: ****************** E-mail:****************************** Consumer Response /* (2000, 7, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Involving the BBB led to this matter being resolved promptly and swiftly. I accept that *************** is now operating in good faith, although the company was difficult to contact. I will be monitoring my mother's credit card account for the refund. Thank you for your assistance in this matter.

*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. ↩