Complaints

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to cancel my subscription, yet there is no option to on the website. They send me an email that just leads in a loop of things where i have no option to cancel. I just want to cancel my subscription!!

  

  Business response

  12/01/2023

  Hi *******,

  Thank you for taking the time to provide your feedback. We apologize for any inconvenience you may have experienced. 

  I can confirm all upcoming automatic renewals for your subscription have already been cancelled. You will not be billed or charged again for CCleaner Professional. I can also confirm you have not been charged. We sent a subscription cancellation to your email address on November 29, 2023. Please check your junk or spam in case the message was filtered there. 

  Please let us know if you have any questions.

  Best,

  ******

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for free 3 month trial of CCleaner Pro. It was due to expire on December 25th 2023. Today I'm being billed ***** for a renewal, one month early.

  

  Business response

  11/28/2023

  Hi ***,
  
  Your CCleaner Professional Plus subscription order ********* started on 26-Sep-23  and has been renewed automatically for $49.95 on 26-Nov-23.
  
  To ensure your premium features continue without interruption, your account was billed 30 days in advance of your current subscription expiry.
  
  We have sent you a subscription reminder on 27-Oct-23 to inform you about the upcoming charge. 
  
  Im happy to confirm that your refund has been processed successfully today, November 28, 2023. You'll 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.

  Best regards,

  *********;

• Initial Complaint

  11/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is a scam. I never agreed to an automatic payment for winzip updater which is junk.I tried every method to cancel and just went around in circles. I am complaining in case anyone ever is tempted to use these crooks

  

  Business response

  11/23/2023

  Hi ****,
  
  I'm sorry for any confusion but I believe I can explain.
  
  I see that you have a yearly subscription to WinZip Driver Updater that automatically renewed on November 21, 2023
  
  We sent you an email confirming your renewal to the address on file, ******************, which had your receipt and order information. 
  
  We're trying hard to make sure the renewal process is as clear as possible, so weve taken 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 the option to cancel your automatic renewal in the delivery email we sent right after you made your purchase.
  
  Im happy to confirm that your refund was already processed successfully yesterday. You should have received a separate email from our system containing your official credit note. If you haven't seen it yet it, 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.
  
  Please let us know if theres anything else we can do for you, and thanks for contacting Cleverbridge!

• Initial Complaint

  11/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally acquired the service in 2021. I cancelled within their 30 day window. It is now two years later and they are charging me for a subscription I did not initiate. My attempts to resolve the issue have been met with email after email telling me they want to talk to me about using the service. I have been VERY clear I don't want it. Ignoring my request for cancellation is not a me problem, it's fraud on the company's part.

  

  Business response

  11/13/2023

  Hi ****,
  
  thanks for your message. We are sorry for the unexpected charge. 
  
  Im happy to confirm that your refund has already been processed successfully on November 12, 2023. You should have received a separate email from our system containing your official credit note. If you haven't seen it yet it, 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.
  

  If you need further assistance, please visit our help center: 

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

  Best regards,

  Nina

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company apparently does not have a customer service department. I tried to find it but couldn't. I purchased software from this company and could not install it. I tried the whole process again and still could not install it on my computer. This was for a total of $129.98 through PayPal. I have sent them a letter, contacted them through PayPal and sent them Emails. They do not respond in any way, so I guess I just am stuck. I want this company to be held accountable for taking money and not providing any help whatsoever.I guess the only way to do that is to warn others.

  

  Business response

  11/02/2023

  Hi *****,

  We sincerely apologize for any inconvenience caused by your recent purchase. We are committed to assisting you promptly. After reviewing our records, we have identified an order matching your email address for PowerDVD 22 Ultra. Attached to this email, you will find your order confirmation which shows the purchase price of $69.99.
  
  In order to initiate the refund process, we kindly request your confirmation that this is the correct order. We noticed that your message mentioned a higher amount charged, so we want to ensure accuracy. We have also sent a separate email to you to address this matter and resolve it as swiftly as possible.

  Thank you for your feedback and we hope to have this resolved soon. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the software this morning. Have tried multiple times to download and install. Keep getting a server error. Third to contact the company and could find no viable help to resolve the issue. I wasted hours on this. At this point I just want a refund. After looking at their past record I decided the issue was not me, but a history of bad service.

  

  Business response

  09/25/2023

  Dear ****,

  I hope this message finds you well.

  I would like to extend our sincere apologies for any inconvenience you may have experienced. Your satisfaction is of utmost importance to us, and we fully understand and appreciate the questions and concerns you have raised regarding our products and order processes.

  Cleverbridge is an e-commerce company that specializes in providing payment and billing support to a wide range of software and cloud service providers. Our commitment to delivering exceptional customer service is unwavering, and we believe that email communication allows us to provide you with the highest quality of support.

  To better assist you, we have a comprehensive *********** filled with valuable resources, including frequently asked questions, step-by-step guides, and detailed information. You can explore this resource to find answers to your inquiries, track your purchases by email, initiate refund requests, and identify the appropriate contacts for technical support. For your convenience, please visit our website here ***************************************************
  

  Additionally, our Purchase Lookup page here ***********************************************************************************************; simplifies the process of locating all the orders you have made through Cleverbridge. By simply entering the email address associated with your purchase, you will receive a list of your orders promptly.

  I am delighted to confirm that your refund was successfully processed on September 23, 2023. An official credit note has been generated and should have been sent to your email address. If you have not received this email, please check your spam folder or feel free to find it attached to this message.

  It is important to note that while everything is in order on our end, it may take up to five to seven business days for the refunded amount to be credited back to your account.
  

  Should you encounter any issues or have further questions in the future, please do not hesitate to reach out to us directly. We are here to assist you with any additional concerns you may have.
  

  If there is anything else we can do to enhance your experience with Cleverbridge, please do not hesitate to let us know. Your feedback is invaluable to us, and we are committed to continuously improving our services.
  Once again, thank you for contacting Cleverbridge. We appreciate your business and look forward to serving you in the future.
  

  Warm regards,

  ****
  Customer Support Team **********************

  Customer response

  09/28/2023

   
  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

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 13, 2023 I renewed early my annual subscription (Reference #*********) for CCleaner Professional Plus Suite for 3 PCs. I paid $54.26. I received an email with copy of invoice. My prior subscription had not expired - I still had a month left. When said subscription expired, I realized I needed a new license key. I checked their email - no key provided. I checked support website and navigated to 'license lookup system'. What was provided was an expired Jan 1, **** key which did not work. I emailed support and got "We've received your message, and our customer service team will review it and get back to you as soon as possible' and got directed back to website. Have not heard anything. My software was also the current version so that was not an issue. I decided to request a refund and it took two submissions - one said it had to be done manually and the second submission claims "Your request was successfully submitted." I never got a follow up email confirming my request. I even called Cleverbridge's number the BBB has listed. They push customer inquiries to website which is useless. The automated recording only had one option (press 1) if the customer doesn't recognize a charge - again an automated recording. Cleverbridge makes it impossible to get help and their communication is awful. I suspect they have turned into a very shady company. I have removed all their software on my computer and laptops and will not be doing business with them again. I want a refund and I suppose I have to **** it up and know I have been taken for $54.26.

  

  Business response

  09/20/2023

  Hi ****** ,
  
  We strive to offer excellent customer service, and we can provide our highest quality of support when we focus our efforts on email.
  We offer a whole host of useful FAQs, step-by-step guides, and information in our help center. There you can also look up a purchase by email, request a refund, and find out who to contact if you need technical support. Please head to our website here.
  You can also easily use our Purchase Lookup page to find all the orders you made via cleverbridge. Simply enter the e-mail address you used when you made the purchase and the list will be sent to you.
  While we no longer offer phone support, we will continue to provide quick, competent, and personalized support via email.
  
  We sincerely apologize for any inconvenience you may have experienced. Your satisfaction is our top priority, and we understand that you have some questions regarding our products and orders.
  
  To ensure that you receive the quickest and most efficient support, we have taken a proactive step by entrusting your inquiry to our dedicated support team at Piriform, composed of experts in this field. Your email has been directly forwarded to their capable hands.
  
  We understand that you have not yet received a response, and we apologize for any delay in addressing your concerns. Please rest assured that your inquiry has been escalated to the Piriform team today, who are now actively working to resolve your issue promptly.
  
  We genuinely appreciate your patience and understanding during this process. We assure you that you can expect a comprehensive response very soon.
  
  You can contact Piriform directly at: 
  
  ********************
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to us. Your satisfaction remains our top priority, and we are committed to ensuring your experience with us is a positive one.

  Customer response

  09/21/2023

   
  Complaint: 20619427
  
  I am rejecting this response because:

  ************** they apologized have taken proactive steps to direct my complaint to capable hands but "we assure you that you can expect a comprehensive response very soon" is no answer.

  Define 'very soon' - a month, six months, a year? 

  With all the technology that Piriform has at its disposal this issue should have been resolved within 72 hours.
  Sincerely,
  
  ***********************

  

  Business response

  09/21/2023

  Hello ******,

  We truly understand your frustration and would like to assist you in resolving your inquiry promptly. As per our policy, the client is granted a 2-business day window to respond and address your concerns. If, by end of business tomorrow (EOB), we have not received a response, we will proceed with processing your refund.

  If you wish to retain the software and require technical support, we encourage you to reach out directly to Piriform, the software provider at: ********************

  They possess the necessary expertise to assist you with any technical issues you may encounter.

  Please note that cleverbridge primarily serves as a payment partner, and as such, we do not have access to the specific license information needed to address your technical concern. However, rest assured that if you are unable to use the software, we will expedite the refund process for you.

  Thank you for your patience, and please don't hesitate to reach out if you have any further questions or require additional assistance.

   

  Customer response

  09/21/2023

   
  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

  09/15/2023

  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,

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

*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. ↩