Complaints

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged ***** by Cleverbridge, Inc. For a subscription that I know nothing about and definitely did not authorize. This occurred on 6/19/23.Transaction #8DL73635JW262380L

  

  Business response

  09/04/2023

  Hi BBB,
  
  We reached out to the customer directly.

  The charge is for a subscription renewal of Malwarebytes, the customer started the subscription in 2016 using a different email address ******************* and has been charged yearly since then.

  A refund and subscription cancellation can be requested directly with cleverbridge, and we informed the customer about the charge and her options.

  Please find our response attached.  

• Initial Complaint

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Clever Bridge refused to refund an unexpected automatic renewal for ~$5,500.00 in July 2023. My department does not use this software anymore and do not need the software. Clever Bridge customer service would not take a phone call and instead opted to do business via a series of very short and dishonest emails where in the developer of the software in question was blamed for the refund policy. This level of financial dishonesty has dramatically affected the project plan for our entire department for Q3 & Q4 of this year (2023). To add insult to injury, I was unable to locate a clear method to disable the automatic Clever Bridge renewal for next year (****) and instead opted to change the credit card number to one I could cancel. This, of course, created more work for me via the credit card company. Overall, this has been the worst experience of my career dealing with a payment processor.

  

  Business response

  08/24/2023

  Hi ****,

  Thank you for your message, we apologize for any frustration or inconvenience. We have identified your Veeam Backup subscription and have successfully cancelled it. You will not receive any future billing.
  
  We have also requested a refund on your behalf and can confirm that a refund has been processed on August 22, 2023. An email confirming the refund details has been sent to your email address, *********************************************.
  
  Please allow 5-7 business days for the funds to reflect in your account.

  Thank you,

  ******

   

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $121.19 by Everbridge for an automatic renewal on software. Reference Number *********. I did not receive notice of the renewal in advance. The company offered the potential for a refund online. There is no way to contact them by phone. I have contacted them twice via their contact form and have not heard back from them. Their listed number goes into a recoding that does not enable support and directs customers to return to the website to use the contact form.

  

  Business response

  08/18/2023

  Hi *****,

  I apologize for the difficulties you experienced with requesting a refund online. Our records indicate that your request was successful, and the refund was issued on August 17th. It may take 5-7 business days for the funds to reflect on your credit card statement. We have also sent you a refund confirmation email to ******************** for your reference.
  
  Should you have any further queries, feel free to contact our support team at [*********************************************].

  Thank you,

  ******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They charged my credit card $54.07 7/26/23 to renew CCleaner and now today I received an email saying I need to renew when I did already renew last month. I fear they will charge my credit card again and I do not want to do business with this company. I want a refund of my $54.07 sent to me.

  

  Business response

  08/18/2023

  Hi ********,

  Thank you for reaching out to us. Our records indicate that your refund was issued on August 17th and a confirmation was sent to your email address, *************** We hope that this has resolved any challenges you were facing. Please don't hesitate to let us know if we can be of further assistance.

  -******

  Customer response

  08/19/2023

   
  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

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I woke up to an unrecognized charge on my credit card of $99.99. I never signed up for any software agreement, I don't know how my information was obtained. I have recieved no product or plan, and am incredibly upset. I am demanding a refund. The phone number of your website is a speech loop, no one will answer.

  

  Business response

  08/08/2023

  Hi *****,

  Thank you for your message. I can see you have reached out to our support team on August 7, 2023 with your request for a refund. We have taken the necessary steps to start the refund process. If you have any questions in the meantime, please reply to your support ticket and we are happy to answer any questions you may have. We ask for patience during this process as it can take up to 3 business days but you will receive an update to your email.

  Thank you!

  ******

  Customer response

  08/08/2023

   
  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

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cleverbridge continues to take money for no product. I have cancelled every product and they continue to bill me.

  

  Business response

  08/01/2023

  Hi ****,

  Thank you for your feedback. I have located the most recent order associated with your email address. I am pleased to confirm that a refund was issued on July 31, 2023. You should have already received confirmation of this. If you require any further information, please feel free to reach out to our support team at: *********************************************.

  Thank you! 

  -******

   

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cleverbridge charged my paypal account ***** for internet security. I previously in 2017 had security with Bullguard that went out of business .Since then I have not had any security.Clever bridge used that information to renew a security package that I did not buy. I spent over an hour with their customer service to refund money and all I got was being transfered to someone else with no results. The Norton security package has not been installed and has not taken affect yet so I don't understand why they just don't refund a charge that I have had no benefit *****. From reading other recent complaints, it seems that it is a tactic that cleverbridge uses to sell their product to customers that don't have any interest in getting .

  

  Business response

  08/01/2023

  Hi ****,

  Thank you for your message. I wanted to provide an update regarding your request for a refund, which we received on July 30, 2023. Our support team promptly assisted you with this matter, and I am pleased to inform you that the refund process has been successfully completed.
  
  You should have received a confirmation of the refund, as well as the funds transferred to your PayPal account. Additionally, I would like to inform you that your account has been cancelled, ensuring that you will not incur any future billing charges.

  Thank you!

  ******

• Initial Complaint

  07/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  cleverbridge somehow obtained my paypal information and has falsely created a charge . I have never spoken to or heard of cleverbridge.Seller info cleverbridge **************** paypal-****************************** Invoice ID ********* Purchase details cleverbridge *** |Item #****** $0.00 Total$817.17

  

  Business response

  07/16/2023

  Hi ******,

  I'm sorry for any confusion but I believe I can explain.
  I see that you have a yearly subscription to EaseUS All-In-One Bundle that automatically renewed on July 15, 2023. The original order was placed July 15, 2022 on a discount. Attached is the 2022 receipt. 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 an option to cancel your automatic renewal in the delivery email we send right after you make your purchase.
  
  We can see you have contacted our team today, July 16th and you will receive a reply shortly with next steps to assist you with a cancellation. 

  Thank you! 

  -******

  Customer response

  07/17/2023

   
  Complaint: 20327161
  
  I am rejecting this response because: I never purchased this software. I have no record of this invoice nor amount paid. What form of payment was used?

  And regardless, what kind of normal business would not simply say ok and cancel the transaction. The fact you have a detailed refund process and argue the point clearly shows this is deceptive behavior.

  I request a full refund.
  
  Sincerely,
  
  *************************

  

  Business response

  07/18/2023

  Hi ******,

  Thank you for your message. Im happy to confirm that the refund process is complete and your refund has been processed successfully on July 17, 2023. Youre going to receive a separate email from our system that will contain your official credit note. If you don't see, 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.

  Have a great day!

  Customer response

  07/20/2023

   
  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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5, I ordered a 2 year special offer package for CCleaner, a PC multiple use app. On July 5, I received notification that I had purchased a 1 year package for CCleaner. Shortly after I received another e-mail stating I had indeed purchased the 2 year special program. There were 2 license keys, one for the 1 year program, and one for the 2 year program. There was confusion because when researching my licenses one show 66 days remaining, the other showed a 1 year program effective July 5. There was no indication of a program with a 2 year effective and expiration date. Because I was confused I entered the wrong license key. Also, I applied for a free upgrade for CCleaner to my Android phone. I was charged $8.50. On July 5, I requested clarification on which license to use. On July 6, I requested a credit of $8.50 for the Android CCleaner program. In a subsequent email I was told that I had canceled my 2 year program, and now had the 1 year program. Thru July 10, I kept replying that I purchased the 2 year special program, and I was confused by ethe lack of a clearly identified 2 year program showing a 2 year inception and expiration date. Replies I've consistently received since then have been that customer service has been waiting for an update from their product team. These are 2 problems with simple fixes. I've been waiting unnecessarily since my original request for a license clarification and $8.50 refund

  

  Business response

  07/16/2023

  Hi ******,

  I am sorry for any confusion but we are happy to help. I have reviewed your screenshots that you have kindly provided and have a clear understanding of the challenges. We can sort through your account including issuing refunds where due. In order to best assist you, we ask you to please contact us at Cleverbridge directly. You can reach our support team at: *********************************************

  Looking forward to assisting you!

  Thank you! -******

  Customer response

  07/16/2023

   
  Complaint: 20323331
  
  I am rejecting this response because:  *********** seems to be refusing to believe that I purchased the promotional 2 year package.  From information  you have already received, you can see that due to my error, the 2 year  program was canceled.  How can they cancel something they say did not exist?  I'm still trading e-mails with them.  They are now asking for proof I ordered the 2 year promotional program.  I did order it on the last day it was available. They know for a fact that it is routine to offer a 2 year promotional program whenever an expiration date approaches.  Additionally, I did send information they requested showing the purchase of CCleaner Android.  It should have been free as part of the 2 year promotional package.  I'm still awaiting a refund.  I need to reply to their latest e-mail asking for proof of my purchase of the 2 year promotional package.  They want me to send them proof of the offer.  That's  been gone ever since I accepted the 2 year package offer.  They're running me in circles.  Please help
  
  Sincerely,
  
  ***********************

  

  Business response

  07/18/2023

  Hi ***,

  Thank you for providing all the necessary information. Based on the screenshots you shared, it appears that you are already in contact with the CCleaner support team and they are assisting you. You can expect to receive an email from Cleverbridge soon to provide additional assistance for any outstanding issues.
  
  To ensure proper record keeping and to efficiently resolve any account-related challenges, it would be best for us to communicate through our designated support channel.
  
  Thank you for your cooperation.

  Customer response

  07/20/2023

   
  Complaint: 20323331
  
  I am rejecting this response because:  Cleverbridge did cancel the 1 year program I was mistakenly assigned.  They did return my program cost in full. They did reinstate my old program which is scheduled to expire on September 10.   I did receive a return of $8.50 for the incorrectly charged fee for CCleaner Android.

  The Cleverbridge e-mail I received said that CCleaner.com personnel would have to research the possibility of an offer to me of a promotional 2 year program - the one which I originally intended to purchase.

  I am currently without, and expect to remain without the 2 year promotional program which was offered to me for a number of weeks (the offer had it's last day on June 27, the day I attempted to purchase it.)  The promotional information disappeared upon the expiration of the offer. My unintended purchase of a 1 year program did not acknowledge or reference the promotional program. No information regarding the 2 year promotional offer is available to me at his time.  

  Clearly, if the 2 year promotional offer had been a scam, I would have been in a heap of trouble right now.  But that's not what happened.  In my opinion, CCleaner.com personnel had to have been aware of the offer.  I'm really confused as to why they refuse to acknowledge it's existence. 

  So, my complaint is with CCleaner.com.  I feel I was a victim of false advertising.  
  
  Sincerely,
  
  ***********************

  

  Business response

  07/24/2023

  Hi ***,

  We are sorry to see your feedback based on the solutions provided. We acknowledge that you expressed dissatisfaction with CCleaner's promotional advertisement and we apologize for any inconvenience caused. We have taken the necessary steps from our with completion of the refund for the purchase that was not needed.
  
  Please let us know if there is anything else we can assist you with.

  Thank you!

  -******

  Customer response

  07/26/2023

   
  Complaint: 20323331
  
  I am rejecting this response because:  Although I was credited with the  payments made for what I believed to be a legitimate promotion, I was denied the promotion itself.  I feel I was a victim of false advertising.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received notice from my bank account that I was overdrawn for this charge and they are saying I subscribed, but the 1 year option, I purchased like 3 years ago, said nothing about a subscription. I've seen multiple people complain about this, I just want my money back and to show my bank it was a scam charge for refund of the overcharge on the account. I attached a screenshot of the email and reference number they sent me, trying to get in contact with them, haven't heard anything back yet.

  

  Business response

  07/10/2023

  Hi ****,

  I am pleased to inform you that your refund has been successfully processed today, July 10, 2023. You can expect to receive a separate email from our system containing your official credit note. In the event that you do not see it within the next few hours, kindly check your spam or junk folder if you have one.
  
  Please be aware that while everything has been taken care of on our end, it may take up to five to seven business days for the funds to be credited back to your account.
  
  Thank you for your understanding and patience.

  -******

*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. ↩