Complaints

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company keeps signing me up for a subscription service I NEVER requested and they charge my credit card without my permission. It is a SCAM and they are using my information without authorization after skimming it from a department store purchase. Reference #*********. They charged my AmEx card without permission and signed me up for a subscription on 8/26/2022 for $43.54. This is the second time this year they have run this scam and the second time I have had to file a complaint.

  

  Business response

  08/31/2022

  cleverbridge has refunded the order for *********************** as of August 30, 2022.

  
  Malwarebytes is the software publisher.  cleverbridge is the e-commerce partner to Malwarebytes and assists in processing orders and payments.

  
  On August 26, 2022, cleverbridge processed a Malwarebytes Premium software yearly subscription order for ************************  The yearly subscription was never canceled prior to the renewal date.  *********************** never contacted cleverbridge directly and requested a refund.

  
  As the payment processor of Malwarebytes, cleverbridge's role is to ensure that the funds submitted by *********************** are delivered to our partner Malwarebytes and that the Malwarebytes Premium renewal from Malwarebytes is delivered to ***********************. Once this exchange is carried out, the monies are in possession of Malwarebytes and the renewal software product is in possession of ************************ 
  
  
  
  
  https://store.malwarebytes.com/342/p/346377709-KEyiFJiJreu4gkJGpaLH
  
  Hopefully, this has clarified all the events leading up to this complaint. We also hope that the issued refund remedies any inconvenience this ordeal may have caused.  
  
  If there are any further questions or concerns, please contact us through one of our contact methods listed on our website through the link below: 
  
  https://support.cleverbridge.com/hc/en-us

  
  If there are any questions for Malwarebytes you may contact them at: 
  
  http://www.malwarebytes.com/support/
  
  
  Sincerely, 
  
  
  

  Customer response

  09/06/2022

   
  Complaint: 17781496
  
  I am rejecting this response because: I never signed up for the subscription service in the first place. This company fraudulently takes people's credit cards and without their permission signs them up for a subscription service. And then they wait to see if they notice or complain that they have been billed. This is a scam credit card fraud and the numerous BBB complaints confirm it. I will also file a complaint with the State Attorneys General. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/19/2022

  cleverbridge stands by its claim and has refunded the order for *********************** as of August 30, 2022.
  
  

  Malwarebytes is the software publisher.  cleverbridge is the e-commerce partner to Malwarebytes and assists in processing orders and payments.  *********************** never contacted cleverbridge directly and requested a refund.
  
  
  At this point, cleverbridge has fully processed ******************* refund in the full amount of $43.54 back to her **************** ending in ****. The funds should appear back in *************************** account within 5-7 business days from the date the refunds were issued. When the refund was issued, *********************** was immediately notified via email at *********************. 
  
  Proof of this refund can be referenced on the following web page by clicking on Refund confirmation: 
  
  https://store.malwarebytes.com/342/p/346377709-KEyiFJiJreu4gkJGpaLH

  If there are any further questions or concerns, please contact us through one of our contact methods listed on our website through the link below: 
  
  https://support.cleverbridge.com/hc/en-us
  
  If there are any questions for Malwarebytes you may contact them at: 
  
  http://www.malwarebytes.com/support/
  

• Initial Complaint

  08/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  cleverbridge, Inc. offers software called MacKeeper, advertised as being able to "speed up your Mac". They promised that I could try the software for free for 30 days and that if I don't like the software, I can get a refund. I am well within the 30 day evaluation period. The software did NOT speed up my Mac, but instead slowed it down. I haven't installed any other software for over 3 months. There is no other activity on my computer that would have caused this slowdown. MacKeeper is the ONLY software change I've made on my computer recently. On top of this, I can get the same service with C*** Cleaner for less money. I've evaluated this software for about a week and have decided I am not satisfied with it's performance. I tried speaking with them thru two different phone numbers they provided, one in their initial email response, which provided my transation number with verification code. That number was in Spanish only. I called another number that was on a receipt they emailed me. A person answered and transferred me to billing, which rang and rang for over 1.5 minutes with no answer. I tried talking with them over their web page's chat feature. The 'person' on the other end only gave me more feature information about the software, indicating it was only a robot.Clearly, Cleverbridge, Inc. is not interested in keeping their word on the trial offer and feel they can keep my money or make me wait for 120 days for the dispute to be handled by my bank. Having to go thru dispute processes thru my bank and thru BBB is a complete failure on the part of Cleverbridge, Inc. I doubt I will be willing to download any paid "computer maintenance" software in the future. Too many cheats! I'll stick to open source and just forget about paid software. I won't even try C*** Cleaner b/c I now doubt it will work either. This really *****.

  

  Business response

  08/17/2022

  cleverbridge has refunded the order for ********************* as of August 15, 2022.

   

  Clario Tech is the software publisher.  cleverbridge is the e-commerce partner to Clario Tech and does not make any software.

  On August 5, 2022, cleverbridge processed a ***************** Plan software order for *********************. As ********************* indicated, he was on a trial software. The charge occurred only if the subscription was never canceled prior to the end of the trial period. 

  As the payment processor of Clario Tech, cleverbridge's role is to ensure that the funds submitted by ********************* are delivered to our partner Clario Tech and that the ***************** Plan software from Clario Tech is delivered to *********************. Once this exchange is carried out, the monies are in possession of Clario Tech and the product is in possession of ********************** 

  
  cleverbridge was notified on August 13, 2022 by the Better Business Bureau of case #******** and immediately refunded the ***************** Plan order for **********************  As indicated, ********************* also filed a dispute with his credit card issuer.  cleverbridge never received any contact or refund request from ********************** 
  
  At this point, cleverbridge has processed *********************** refund in the full amount of $57.60 back to his **** account ending in ****. The funds should appear back in ************************* account within 5-7 business days from the date the refunds were issued. When the refund was issued, ********************* was immediately notified via email at ************************************. 
  
  Proof of this refund can be referenced on the following web page by clicking on Refund confirmation: 
  
  https://store.mackeeper.com/767/p/348354703-bCt1wvOhVWs5gB67BNb1

  
  Hopefully, this has clarified all the events leading up to this complaint. We also hope that the issued refund remedies any inconvenience this ordeal may have caused.  
  
  If there are any further questions or concerns, please contact us through one of our contact methods listed on our website through the link below: 
  
  https://support.cleverbridge.com/hc/en-us

  If there are any questions for Clario Tech you may contact them at: 
  
  E-Mail: ********************* 
  
  
  Sincerely, 
  
  
  cleverbridge Customer Support 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  COMPLAINT GAINST CLEVERBRIDGE *************. ********************************** ; *************, **. *************. 333 ...1.On the 21st of December 2021, I purchased Advanced System Repair-Pro software at an advertised price of $39.97 2.On 23rd Jan 2021, the subscription was cancelled. Reference #*********: Subscription canceled. Here is the written assurance: "Your subscription of "Advanced System Repair Pro - 1 PC license (Unlimited Use)" has been canceled. Please note that a cancelation stops future renewal charges, but does not result in a refund of your order."3.On the 24th January, 2022, I complained to The *** tem: reference: (047-298179C7-0094) Advanced System Repair Pro has Deleted My RealPlayer Software. "I restored the software but I can only see the RealPlayer icon for each video instead of the associated picture. Additionally, the quality of the videos is poor. How can I restore the deleted features?"4.They replied, on that same day, stating: "Please run system restore, link below for instructions:https://support.microsoft.com/en-us/help/12415/windows-10-recovery-options"5.On the 14th April I received an email stating: "Re: Your Advanced System Repair - Unlimited PCs Subscription will renew soon" and additionally, it stated: "We will charge you $39.97 automatically on 16th April 2022 to renew your subscription. If your payment information has changed, please update it now."6.That same day, I replied, telling them: "Today is the 14th of April 2022. DO NOT RENEW MY SUBSCRIPTION." Additionally, I sent them the documentation of the live chat. They quickly replied, stating that an agent will contact me soon.7.On the 15th of April, after waiting most of the day, no one contacted me, so I sent another email: "DO NOT RENEW MY SUBSCRIPTION..."8.They went ahead, late on the 15th of April, 2022 and deducted my money for the software and then I received an email on the 16th of April, 2022, referring me to a link: https://advancedsystemrepair.com/Support.php

  

  Business response

  04/26/2022

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment and billing support.  

  
  cleverbridge did not process the purchase as described by *******************************.  cleverbridge processed the software with a reference number 218906740 for ******************************* in 2020 (April 14th) and had refunded the order on April 25th 2020.

  The reference number 047-298179C7-0094 and URL of https://advancedsystemrepair.com/Support.php do not belong to cleverbridge.

  cleverbridge is one of the ecommerce providers to Advanced System Repair.  Another provider to the software publisher is Paddle (https://www.paddle.com/).  ******************************* should check on the credit card charge details and possibly to contact Paddle for further support.

  Hopefully, this has clarified all the events leading up to this complaint. If there are any further questions or concerns for cleverbridge, please contact us through one of our contact methods listed on the website below: 
  
  
  Sincerely, 
  
  

  Customer response

  04/29/2022

   
  Complaint: 17075479
  
  I am rejecting this response because: I am rejecting this response because: When I wrote to ******************************** querying why I had 84 days remaining, since I purchased the item on the 31 December 2021. 096-297EC1BB-0063] Days Remaining on Licence. I had a reply from support@advancedsystemrepait, simply stating that my subscription was valid until the 16th April 2020. I replied the same day telling them they did not give an explanation. On the 23 Jan 2022 I had an email from Cleverbridge, with a no reply, telling me that the subscription has been cancelled but I would not get a refund. In that email they referred to a previous purchase on the 15th April, 2020. That would have long expired.Reference #*********:  Since I did not contact Cleverbridge, only emailed ******************************** If Cleverbridge is not responsible, then why did they contact me?
  
  Sincerely,
  
  *******************************

  

  Business response

  07/06/2022

  See Attached

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I responded to an offer for a free HD ****p Car DVR with night vision if I simply paid for the shipping. I applied for this and was signed up for 2 items or services I did NOT order, and no notice was given to me that I did indeed order the items. There are 2 charges in question here - one for $39.99 and one for $119.00. I have since called the help phone number SIX times and was told that an email with the checks was sent to me, which I did NOT receive. I have also been told at least TWICE that a "manager" or "supervisor" would call me - which they did not do.

  

  Business response

  04/26/2022

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment and billing support.  cleverbridge does not sell any hardware or software.

  cleverbridge did not process any purchases as described by ***************************.  cleverbridge processed the recent software subscription renewal for *************************** on April 6, 2022 for the EaseUS MobiMover for Mac software made by the software publisher EaseUS.  The proof of the software subscription renewal order was sent to ************** when the payment was successfully processed.  
  
  The following complaint message did not pertain to cleverbridge: 
  
  I responded to an offer for a free HD ****p Car DVR with night vision if I simply paid for the shipping. I applied for this and was signed up for 2 items or services I did NOT order, and no notice was given to me that I did indeed order the items. There are 2 charges in question here - one for $39.99 and one for $119.00. I have since called the help phone number SIX times and was told that an email with the checks was sent to me, which I did NOT receive. I have also been told at least TWICE that a "manager" or "supervisor" would call me - which they did not do.
  
  *************************** should consult with his card issuer to find out who processed his orders and for any further information on who to contact for a refund. 
  
  Hopefully,this has clarified all the events leading up to this complaint. If there are any further questions or concerns for cleverbridge, please contact us through one of our contact methods listed on the website below: 
  
  cleverbridge support webpage: https://support.cleverbridge.com/hc/en-us
  
  Sincerely, 
  
  cleverbridge Customer Support 

  
  

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 31, I purchased Airy for Mac. An App to download videos. I installed it, but it wouldn't work. I never received an activation code. I contacted **************** by phone. They sent me to a website. I tried everything to get the downloader to work with many different URLs to download ******* videos and got the same response"Some links are not available." I contacted them again. No response. I purchased another product that worked perfectly, and for less money. ( I am a teacher and needed a video to present to my class that same day), so I requested a refund. I was directed to multiple sites and given multiple e-mails to contact Cleverbridge **** I sent screenshots of the problem and am still no response. They finally contacted me on April 7 to tell me, they REFUSED to give me $20.15 BACK. I read more about them and apparently, they also renew your subscription without your knowledge. This isn't working for me and if you have a Tech support team that doesn't contact you for days and you need a new product immediately they should give you back your money. I sincerely FEAR that they will renew my subscription in July and I need to get my refund and need a response , and do not want this product.

  

  Business response

  04/26/2022

  cleverbridge has refunded the Airy for Mac software order for ******************************* as of April 21, 2022. 
  
  On March 31, 2022 *******************************?purchased the computer software?Airy for Mac from Eltima Software.  cleverbridge?acting as the payment processor for Eltima Software, received a refund request from ******************************* and immediately submitted a refund request on April 5, 2022 on behalf of *******************************. 

  ******************************* filed a chargeback through her credit card issuer.  At this point,?cleverbridge?has processed? ***** Sorrentinos?refund?in the full amount of $20.15?back to?her Visa?account?ending in ****. The?funds should appear back in her?Visa?account within?5-7?business days from the date the refund?was?issued. When the refund?was?issued,?******************************* ?was immediately notified via email, which was used for the purchase,****************************************. 
  
  Proof of?this?refund?can be referenced?on the following web page?by clicking on Refund confirmation:? 
  
  https://video-downloader.cleverbridge.com/389/p/328045313-dsLb477MKJT6zjEBUo0y

  Hopefully, this has clarified all the events leading up to this complaint. We also hope that the issued refund?remedies?any inconvenience this ordeal may have caused.?? 
  
  If there are any further questions or concerns, please contact us through one of our contact methods listed on the website below:? 
  
  https://www.cleverbridge.com/?scope=cuseco? 
  
  If there are any questions for? Eltima Software you may contact them at:? 
  
  Email:********************************* 
  
   
  Sincerely,? 
  
  cleverbridge?Customer Support? 

  
  

  Customer response

  04/28/2022

   
  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. ↩