Complaints

• Initial Complaint

  11/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email notification that a subscription for ******* is renewing. In the email, there is a link to cancel the subscription to prevent renewal. When selected the link only offers renew (NOT CANCELLATION). When I went to the support site for ******* and selected to contact support for non renewal of the project, the form collects data but when submitted it does not acknowledge the request and I have not received any email confirming the support request has been received. This is seems to be an intentional effort to prevent cancellations. I want confirmation that the subscription will not review. Here is that email Dear ****** *******,Please be advised when you purchased ********************************** Essentials Subscription 1 Computer - 1 year subscription" from Acronis through Cleverbridge on 12/13/2023 you have signed up for a subscription product. This subscription will expire in 16 days, on 12/13/2024.On 12/13/2024 Cleverbridge will automatically renew your subscription of ********************************* Essentials Subscription 1 Computer - 1 year subscription and bill you $49.99. This means that you do not have to do anything in order to continue your subscription.If you would like to review or update your payment details, please use the following link: Review or update payment details You can always cancel your subscription if you no longer wish to enjoy its benefits.If you do not cancel your subscription you will be billed $49.99 by Cleverbridge on 12/13/2024.Please always include your reference number #********* when contacting ********** options If you have any payment or order-related inquiries, feel free to contact Cleverbridge Customer **************************************** Customer Support ************************* ************************************************************************************************************************; 

  

  Business response

  11/29/2024

  Dear ******,

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you experienced while attempting to cancel your subscription.

  To ensure your subscription for ********************************** Essentials Subscription 1 Computer - 1 year" will not renew, we have processed the cancelation your behalf. A confirmation email has been sent to your email address at *********************** for your records.

  We have also asked our technical team to review this matter, as we want to ensure that customers can easily cancel their subscriptions without encountering difficulties. Your feedback is invaluable in helping us improve our systems and processes.

  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your feedback and are committed to improving the experience for our customers.
  

  Thank you for your understanding.
  

  Sincerely,

  
  ****
  Cleverbridge Customer Support

  Customer response

  12/02/2024

   
  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

  11/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been trying to make sure my subscription is not renewed and customer service has been AWFUL. A while back I had to change my email from ******************* to ******************* **************** is either nearly illiterate or just making life difficult. I need to change my email address so I can recover my license or have access to ensure this service does not renew! Several emails have been sent and no one is willing to help me. It's mind-boggling. And then of course whenever I sent them details they never reply and here I am starting from scratch. Please contact someone there. Thanks.

  

  Business response

  11/26/2024

  Hi ****,

  Thank you for sharing your feedback with us. We have updated your email address and deactivated your auto-renewal to ensure your subscription will not be renewed. You will receive a confirmation email regarding this at **********************************.
  You can easily access your download link and license key by entering the email address you used to place your order at the following link:

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

  If you have any questions about installing your program or need technical support, you can reach Piriforms dedicated support team at:

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

  (The online contact form can be found at the end of each article.)

  Upon reviewing your system, we noticed that you did not contact our customer service team for any updates prior to your BBB comment. Our friendly customer service team is here to assist you, so next time please feel free to reach out to us directly at:
  ***************************************************

  Please let us know if theres anything else we can do for you.

  Best regards,

  
  ****

  Customer Service 

  Customer response

  11/26/2024

   
  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

  11/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 16, 2024, Cleverbridge accessed my bank account without authorization and stole $32.32 from me, pretending an authorized charge for CCleaner Professional. I did not order this or authorize it in any way. I had no interaction with either Cleverbridge or CCleaner. I want my money back.

  

  Business response

  11/26/2024

  Hi *****,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly subscription to CCleaner Professional1 Home PC, 30-day trial subscription that automatically started on May 16, 2024 .

  You signed up for a 30 day trial on April 16, 2024 and you did not cancel the product so it converted into a 12 month product after the free trial. .We sent you an email confirming your renewal to the address on file, *********************** on April 16 to inform you of the upcoming charge and again on May 16, 2024 , which had your receipt and order information. Just in case you didnt receive it, youll also find the same information here: 

  ************************************************************************************************************************
  
  We try hard to make sure the renewal process is as clear as possible, so we take 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 an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  I'm very sorry, but it appears that the 30 day refund period offered by ******** for purchases has expired. Your order was processed on May 16, 2024 , so at this point I'm afraid youll have to contact them directly if youd like a refund.
  
  You can reach Piriforms dedicated support team at:
  
  ***************************************************************************
  
  If there is anything else we can do for you, please let us know.

  Kind regards,

   

  ****

  Customer Service 

  Customer response

  12/01/2024

   
  Complaint: 22595720
  
  I am rejecting this response because:  The facts as stated by Cleverbridge are incorrect.   I never signed up for a thirty day trial.   I never received any emails (unless as spam) as described.   I was "signed up" against my will and without my knowledge.  
  
  Sincerely,
  
  ***** *******

  

  Business response

  12/06/2024

  Hi ***** *******,

  We apologize for the inconvenience. For your reference, we have included  screenshots of the communication that was sent to you.

  To wrap things up, you can still request a refund directly from Piriform. Please contact them via their support page at ***************************. The online contact form can be found at the end of each article.

  Please let us know if theres anything else we can assist you with.

  Best regards,

  Nina 

  Cleverbridge Customer Support 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  9/18 Received notification of renewal with instructions to cancel. I cancelled, but didn't receive a confirmation.9/18 Sent an email to customer support with subject: Did not want to renew - please cancel 9/18 Received email Ref #*********: Your CCleaner Pro subscription indicating payment had been taken out 9/18 Received email: #S54410136: Your subscription for "CCleaner Professional" has been canceled.9/18 Checked my bank statement (in a.m.) and no payment had been taken out.10/4 Received response from my 9/18 1st email indicating successful cancellation. 10/15 Email subj line: Although I received an email indicating my subscription did not renew, I just checked my bank statement. On 9/18/2024 (charge appeared in account after I had checked on 18th), a charge of $39.95 from POS PURCH / CBA*CCleaner Pir 5734 IL Chicago ************************ was taken out. Please refund me the full amount since I followed your procedure to cancel my renewal and I was sent this notification that it had been cancelled. 10/15 received response from your **** Jericho 1) indicating not to worry about a refund, and 2) Otherwise if you'd still prefer a refund, please let me know; I'll be happy to help in any situation.10/17 Subject: Fwd: Re: #******** - Fwd: Subscription #S54410136: Updated subscription details. I sent this because I did not hear back from your support. 10/25 Have not received a response from support to date and not been issued a refund.10/26 Sent email requesting this be elevated to supervisor, provided timeline to date and emails from 1st two Reps indicating I would receive a refund 10/29 3rd **** ********* Not a supervisor requested info in order to receive a refund.10/29 Email replied with info requested. No refund to date.11/3 Email notification I'd be filing a complaint unless refund was received COB 11/4. Refund not received. No response from CCleaner. 11/5 Filing complaint against Cleverbridge CCleaner with the Better Business Bureau.

  

  Business response

  11/06/2024

  Dear ********,

  Thank you for reaching out, and I sincerely apologize for the inconvenience this situation has caused.
  I want to inform you that Piriform has now taken customer support in-house, which means all support requests, including cancelations and refunds, are handled directly by their team. As a result, all tickets are being redirected to them.
  Upon reviewing our system, we have located the charge and processed a refund for you. You should receive a confirmation within approximately two hours, and the refund will be credited back to your MasterCard.

  A written confirmation of the refund will also be sent to you via email for your reference. The subscription has been canceled, so you will not be billed again for CCleaner. 
  Thank you for your patience, and once again, we apologize for any frustration this has caused. Please don't hesitate to reach out if you have any further questions.
  

  Kind regards,

  
  ****

  Cleverbridge Customer Support

  Customer response

  11/07/2024

   
  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

  11/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for service more than a week ahead of the listed renewal date on Autopay for the service.There was nothing in their ToS about this and moreover I didn't get any notifications or advance warning about this happening.

  

  Business response

  11/06/2024

  Hi ******,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly subscription to VIPRE Advanced Security For Home 1 PC/Mac Subscription that automatically renewed on November 03, 2024, exactly 1 year after your first purchase. 
  
  We sent you an email confirming your renewal to the address on file, ********************** , which had your receipt and order information. Just in case you didnt receive it, youll also find the same information here: 
  
  *******************************************************************************************************************

  We try hard to make sure the renewal process is as clear as possible, so we take 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 an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  Please see the information that was provided on your first purchase: 
  
  This is a subscription product that automatically renews after the initial subscription duration.
  The next payment of $65.49 is due on 11/3/2024. You may cancel your subscription at any time.
  
  Im happy to confirm that your refund has been processed successfully today, November 06, 2024. 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!

  Kind regards,

   

  ****

  Cleverbridge Customer Support 

• Initial Complaint

  11/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled their service last year in November and they did refund me and said they cancelled my subscription but October 21 they charged me again and now I have to go thru their help desk/customer service **** ****** Going thru 3 different **** they ask me for my info and proof of purchase which I give them and thats where it stops

  

  Business response

  11/06/2024

  Dear *****,

  Thank you for reaching out, and I sincerely apologize for the inconvenience this situation has caused.

  I want to inform you that Piriform has now taken customer support in-house, which means all support requests, including cancelations and refunds, are handled directly by their team. As a result, all tickets are being redirected to them.
  Upon reviewing our system, we can confirm that your subscription was canceled on October 20, shortly after the charge was made. We have located the charge and processed a refund for you. You should receive a confirmation within approximately two hours, and the refund will be credited back to your card.
  

  I have also sent you a written confirmation of the refund by email for your reference.

  Thank you for your patience, and once again, we apologize for any frustration this has caused. Please don't hesitate to reach out if you have any further questions.

  
  Kind regards,
  

  ****
  Cleverbridge Customer Support

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged twice for the same product (CCleaner Professional 1 Year, 1 home PC Professional subscription, billed annually) on September 29th because the first time I attempted to pay, I received an error message saying There was an issue processing your payment. Please try again later. and I assumed that meant that the first payment did not go through. When I checked my pending charges the next day and received two receipts, I filed a ticket with their billing department requesting a refund of one of the charges (September 30th). Today is October 2nd and I have yet to receive a response and my bank has processed both payments, which are both set to be annual charges, even though I only have one computer and, therefore, do not need two subscriptions. I paid $15.14 per subscription and would like a full refund of one of them, please.

  

  Business response

  10/04/2024

  Hi ****,

  Thank you for taking the time to provide us with your feedback. Cleverbridge works with software companies and provides payment and billing services. We have received your request for a refund and the refund process has begun.  Youre going to receive a separate email from our system that will contain your refund status. I am sorry for the delay in our response. We will be refunding reference 480600208, leaving the active order as reference 480600166.

  Please feel free to reach out to us if you have any questions at: *********************************************

  Thank you!

  ******

  Customer response

  10/05/2024

   
  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

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  What product did I buy from you? What is CleverBridge? You billed me $59.95 2 days ago. For what? If I go to your website and try to find what it is that I might have bought from you, I cannot find any that applies to me. CleverBridge may be your company but what is your product?

  

  Business response

  08/30/2024

  Hi ******,

  I'm sorry for any confusion but I believe I can explain.

  yearly subscription to CCleaner Professional Plus for 3 PCs that automatically renewed on 25-Aug-24 . Your Professional Plus subscription order ********* started on 24-Sep-23 and has renewed automatically for $59.95.
  
  To ensure your premium features continue without interruption, your account was billed 30 days in advance of your current subscription expiry.
  
  We sent you an email confirming your renewal to the address on file, ************************* , which had your receipt and order information. Just in case you didnt receive it, youll also find the same information HERE.
  
  We try hard to make sure the renewal process is as clear as possible, so we take 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 an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  
  If you want help cancelling your subscription or if you didnt want to renew and would like to request a refund, please consult one of our articles to explore our self-service options:
  
  -How can I cancel my subscription??
  -How can I receive a refund??
  
  Alternatively, please let us know and well be happy to assist you with your subscription cancellation or refund request.
  
  ?I hope this clears up any confusion, and thanks for contacting Cleverbridge!

  Kind regards,

  ****

  Customer Service

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction )*/13?2024 Unauthorized transaction from my bank account.Company name: ********************** ************************ GmbH)I canceled this subscription a year ago. And did not renew it.The date of the original original subscription was 08/13/2023 The new renewal date is 08/13/2024 which I did not authorize because I had previously canceled the subscription.The reference number they gave me was: ********* The name of the software was Parallels Desktop for Mac Pro Purchase price (which was deducted from my account) was $131.09 I have filled out their complaint forms but it just sends me in a circle to do it again and again.Please help I'm on a limited income

  

  Business response

  08/15/2024

  Dear *****,

  Thank you for reaching out and providing the details of your concern. I apologize for the inconvenience this has caused

  After reviewing your account, it appears that the subscription for Parallels Desktop for Mac Pro was still active. You had two separate subscriptions: one for the Standard edition and one for the Pro edition. We had only received a cancellation request for the Standard edition.

  I have now canceled the remaining subscription and issued a full refund for the recent transaction. You will receive a confirmation of the refund, including your credit note, shortly.  Please allow 5-7 business days for the refund to reflect in your account.

  We apologize for any confusion and inconvenience this has caused, especially given your limited income. If you have any further questions or need additional assistance, please let us know.

  
  Kind regards,

  Nina 

  Customer Service 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nitro uses Cleverbridge as their payment and ordering source. I purchased Nitro Pro several days ago and have sent several messages to obtain my activation code. I have contacted ***** and found their customer support to be nonexistent. I have contacted Cleverbridge and found their customer support to be nonexistent. The only thing that has been done is my purchase has been taken out of my account..

  

  Business response

  08/08/2024

  
  Hi *****,

  Im really sorry to hear youve had trouble getting your product up and running. I know how frustrating that can be and I want to help make this right for you.

  It sounds like creating an account is the first step to start using Nitro. As soon as you reached out to us on August 6th, we forwarded your issue to the manufacturer to get you the help you need.

  Heres how to set up your Nitro account:

  - Look for an email from "Team Nitro" with the subject "Activate Your Nitro Account."
  - Click on "Set up account" in the email to create your password and activate your account.
  - Youll be redirected to the Nitro Admin portal, where you can access your products.

  If you dont see the activation email, it might be hiding in your spam folder. 

  If things still arent working, wed be more than happy to process a refund for you. Just let us know, and well take care of everything.

  Again, Im really sorry for the inconvenience and we appreciate your patience and understanding. Please dont hesitate to reach out if theres anything else we can do for you.

  Best regards,

  ****

  Customer Service

*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. ↩