Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Feb 2023 An unaurherized charge to a pay pall account that was cancelled last year for the same auto renew fraud Paypal and cleaverbridge were both informed last year their permissiion to auto charge were denied and the charges appeared again this yeat TECH THEFT BECAUSE THEY CAN

  

  Business response

  04/12/2023

  Hi ****,

  We are happy to assist you with your request. We have located your order for CCleaner Professional which was setup on an automatic renewal and charged on February 13, 2023. We have taken the steps to request a refund on your behalf with the software maker, Piriform. You will receive and email within the next 2-3 business days regarding your request. If you for any reason do not receive a message please check your junk or spam and reach out to us via our help center and we are glad to follow up on the refund. Our *********** details are: *********************************************.

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Pro License for CCleaner on 03/20/23 and after running the program, it installed a driver that caused 2 out of my 3 monitors to stop working. I spent several hours troubleshooting this issue CCleaner caused. I contacted support later that same day. The only way to contact support was through their useless website which was a series of drop down boxes that weren't relevant but once I completed the form the website said I would receive a response within 24 hours. I did not receive a response for 3 days and only after sending several follow up messages. In the meantime, I also called the CCleaner toll free number to ask for help. The person who answered my initial call said I would receive a call back within 24 hours. I asked if I could have a reference number for my phone call (because I was really feeling blown off) and he said my phone number would be the reference number. I never received a call back. I called back several days later to now cancel my subscription as I was within the first 30 days that offered a money back guarantee. The person who answered my call said I could only cancel by going through the ccleaner/support websitewhich brought me right back to square one. After nearly a week of sporadic contact, CCleaner finally cancelled my license...but are refusing to provide me with a refund. The only thing more worthless than the CCleaner program is the support staff they employ. Tech issues are frustrating but whats unforgivable is a company actively ignoring a customer to the point of debating on filing a full on fraud report to their bank because not only did the company not deliver a product they promised but have gone out of their way to frustrate me at every turn I needed assistance. I dont care if this program turns out to be the greatest online protection program in the world, I want nothing more to do with them from now until eternity. Stay away from these malicious con artists and their scammy software.

  

  Business response

  03/27/2023

  I do see Mr. ******* did place an order for CCleaner Professional on 3/20/2023. However this complaint appears to be about the product and service from the actual software manufacturer, not cleverbridge.  Cleverbridge had no contact with *****************. I do see the software manufacturer cancelled his subscription and refunded his order REF# 388985515 on 3/26/2023, which went back to his credit card. It generally takes 5-7 business days to see the credit depending on the bank. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I SUBSCRIBED TO WINZIP ONE **** AGO. TOWARD THE END OF THE **** 2022, I RECEIVED THE FIRST OF A SERIES OF NOTIFICATIONS FROM ****** ADVISING ME THAT MY SUBSCRIPTION WOULD AUTOMATICALLY BE RENEWED AND CHARGED TO THE **** CARD ON RECORD. I RESPONDED TO AT LEAST TWO SUCH NOTIFICATIONS THAT I WANTED TO CANCEL MY SUBSCRIPTION, DUE TO THE **** THAT I HAD NO USE FOR IT AFTER ALL IN CONDUCTING MY BUSINESS. MY EMAIL REPLIES WERE NOT ANSWERED, AND THIS MORNING, MY ONLINE **** ACCOUNT SHOWED AN UNAUTHORIZED DEBIT OF $32.42 FROM CBI CLEARBRIDGE **** I EMAILED CBI CLEARBRIDGE *** THIS MORNING AND ADVISED THAT I HAD NOT AUTHORIZED RENEWAL OF MY WINZIP SUBSCRIPTION. I THEN IMMEDIATELY RECEIVED AN ANSWER FROM CBI: "IF you would like to cancel your subscription, please click the link below. Please note that a cancelation stops future renewal charges, but does not result in a refund of your order". PLEASE BE ADVISED OF HOW WIN ZIP AND ASSOCIATES CONDUCT BUSINESS AND HELP ME GET MY MONEY BACK. ****************************

  

  Business response

  02/27/2023

  It appears by the messaging the response the customer received was from our automated system when he cancelled the subscription through the order confirmation email or our help center.  Many customers simply want to cancel the automatic subscription but not get a refund on the product.
  
  Im happy to confirm that a refund has been processed successfully today, February 27, 2023 for the unwanted renewal. The customer is going to receive a separate email from our system that will contain the official credit note. If he doesn't see it within the next few hours, please check a spam or junk folder.
  

• Initial Complaint

  02/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a subscription renewal of CorelDraw early this morning. Did not purchase anything after the renewal, nor 24 hours before the renewal. Within 2 hours of the Clever bridge-assisted purchase, the card number had been stolen, and false charges attempted.Security in place at time of purchase included VPN, anti-virus, anti-malware, wired connection, firewall, all ***. I have since shut down the card and destroyed it.As an e-commerce handler, Cleverbridge needs to look at updating security. I hope this reaches the correct people and that measures are tightened. I would love to see enforced 2FA on sites they handle as part of the service contract.Thank you.

  

  Business response

  02/21/2023

  cleverbridge addresses information security with highest priority. We at Cleverbridge maintain compliance with *** DSS (Payment ************************************* to ensure payment card data security and provide a secure ecommerce environment for our customers. The *** DSS standard specifies requirements for network architecture, software development, security management and other critical proactive measures to ensure the safety of payment card transactions. On an annual basis, a Qualified Security Assessor thoroughly examines the processes within Cleverbridge to make sure we adhere to the strict *** regulations.
  
  When confirming an order, we reveal only the last four digits of customer credit card numbers. Of course, we transmit the entire credit card number to the appropriate payment processor during order processing. Due to the requirements of the *** DSS, this transfer is secured using TLS. 
  
  cleverbridge treats personal data of employees, customers, clients, affiliates and other interested parties with the utmost care and confidentiality in accordance with the ****************** Privacy Regulation)and other local and/or international laws.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can't believe that this company is rated A+ They are horrible scammers & will continue to charge you well beyond the date they should. They obviously have their hands all over the Internet because many pages that look legitimate or Cleverbridge. If you have time try to complain everywhere you can. I'm a lawyer in *********** may be able to file a small claims case. I'll be back with the info if I can get t** done.

  

  Business response

  02/02/2023

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment, billing and subscription support.  Occasionally people have subscriptions with different software companies with billing provided by us.  Sometimes customers have multiple subscriptions for the same company.
  
  In this case ****************** - has made three separate purchases with three different subscriptions. Initially on 3/8/2020 cleverbridge REF# ######## - and has renewed annually since then. This subscription is still active and will bill again in March 2023.  A second subscription was started on 8/15/2021 and renewed in 2022.  The 2022 order was refunded on 8/19/2022 cancelling that subscription. A 3rd subscription was purchased and started on 12/28/2021 and did renew this year on 12/21/2022. This subscription is also still active.  We will reach out to ****************** to see if she would like the currently active subscriptions cancelled.
  
  It appears the product purchased was the same in all three subscriptions although the software provider has updated the version numbers, so ****************** may not realize she started multiple subscriptions.
  
  

  Customer response

  02/02/2023

   
  Complaint: 18963112
  
  I am rejecting this response because:  Cleverbridge says that I placed three seperate orders. I placed one. I will be looking at all of the detail on my credit cards so I can catch them right away. My credit card will no longer accept Cleverbridge charges so now they bill under EASE US TODO. I placed one order in **** and ended up fighting with them for months last year. I'd suggest that you find out who is doing the billing for any software you buy.
  
  Sincerely,
  
  ***********************

  

  Business response

  02/06/2023

  I have been able to provide ****************** of the detailed purchases she had made, and three different subscriptions that had been started by her.  I did offer to call her to further explain why she may have ended up with different subscriptions, however she declined my offer. She had also provided information by email, and I found she also had a subscription with another provider as well as us at cleverbridge.  I did cancel the active subscriptions we had, and refunded the most recent renewal for her.

  Customer response

  02/06/2023

   
  Complaint: 18963112
  
      I am rejecting this response because:  The gentleman at Cleverbridge has emailed me. I didn't speak with him on the phone because I need everything in writing (I'm a lawyer. I've learned from experience.) Many of the dates & true subscriptions he gives are wrong. The 1st subscription was 3/8/2020 and the 2nd began on 12/29/20. (see attached.) The 2nd one was fraudulent. I lost money due to 3 months that overlapped.  I immediately tried to correct the problem, but it was impossible. Cleverbridge had no customer service nor any way to stop subscriptions. For months I tried to fix this. On August 15th, Cleverbridge charged me $99.17 on 8/16/2021. I'm shocked to see it.

      New subscriptions (honest or not) have always billed at $33.02. This charge is $99.17. (Of course this is the billing for 3 subscriptions all in one charge.) Cleverbridge is still charging. I have purchased nothing but the original 3/8/2020 order. After all of the trouble I had with Cleverbridge does it really make sense that I'd purchase two more subscriptions? I bought the same piece of software, nothing else.

     I appreciate the offer to cancel all subscriptions that are still being billed. Thank you.  Cleverbridge has been quick to send $21.99 to reimburse me. However, now I'm shocked to find that Cleverbridge charged me $99.17. I feel stupid. I had one legitimate subscription. I'm done. I've put in as much effort as I can. I have better things to do. This gets me too angry.

   

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

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/20/23 and 1/24/23 $54.99 each. Somehow charged credit card twice on a recurring bases. This is a scam!! I have never heard of this company EVER! (until I went to this BBB Site).How did they even get the card number, all cards are in my possession.How did they come up with the security code that is usually needed from the credit card companies. My credit card has fraud protection, this becomes a hassle because now you need a new card with a new account number. You now have to deal with getting this new number to different companies you have an ACH or automatic payments with,( fortunately I don't have any).This is THEFT / FRAUD! This need to be dealt with by the *******************

  

  Business response

  02/02/2023

  cleverbridge is an e-commerce provider to many different software publishers and assists in payment, billing and subscription support. With the information provided by the customer I was unable to find a purchase in our system.  However, in most cases it is not truly fraud, but a family member, co-worker, etc. that has made a purchase perhaps using a different name. The customer can reach out to our customer support team and we will be glad to look further into the charge. We can be reached at ******************************************

• Initial Complaint

  01/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered CorelDraw Graphics Suite through this company. Received an order number, and download instructions. Product will not load. The charge is pending on the company card. I attempted to contact them through every way provided with no response. The website does not let you cancel/****************. The company gives hours they are open, but do not answer. I can not open the receipt/order document in order to attach it to this. I believe this company to be a scam and my company has requested an investigation into this matter.

  

  Business response

  02/02/2023

  ************** Made Three separate purchases for CorelDraw Graphics Suite REF# ********* on 1/13/2023, REF# ********* on 1/14/2023  ************** was able to contact us, and was refunded for both orders. REF# ********* on 1/15/2023, REF# ********* was refunded on 1/25/2023.  ************** made a third purchase on 1/25/2023 which we assume is installed and working correctly as she has not reached out to us again, and the complaint was prior to the final purchase and refund of the original orders.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The date is today. 11-02-2022. I just saw a charge come across my PayPal account from 2 companies I've never heard of. The first one is Cleverbridge ***************** and the second is the supposed company I've made a purchase from, AOMEI. They say I ordered FoneTool Professional (Yearly / 5 PCs). I did not. Ref#********* for $29.95 on an annual subscription. I already have an annual contract with another company and it's been in place for years. I intend to report this to PayPal next along with a password change. I went to the Cleverbridge website where they provided a refund link that was not user friendly. I filled out what I could and received the following email response:Your purchases Reference no: ********* All details on this order Date: 10/3/2022 Status: Paid Total: $29.95 Client: AOMEI Product nameQty.FoneTool Professional (Yearly / 5 PCs)1 Reference no: ******** All details on this order Date: 11/7/2012 Status: Paid Total: $29.95 Client: WinZip Product nameQty.WinZip 17 Standard EditionThe World's #1 Compression Software1 Sincerely,Cleverbridge Customer Support ********************** GmbH ***************************************************************** ********************* *************************, *************************, *************************** ****************** ******* Registry court: HRB ****** - Local Court of ******* This was their response to a request for refund. Nowhere do they tell me how to do that. (Endless loop)I have no recollection of the winzip order in 2012 and I'm not sure how they piggy-backed off of it even if I did order winzip. I did not sign up for a subscription. This group is a SCAM from what I can see. I want a full refund and to end any and all subscriptions now!

  Customer response

  11/02/2022

   
  Complaint: 18348303
  
  I am rejecting this response because: No resolution
  
  Sincerely,
  
  *****************

  

  Business response

  11/04/2022

  Cleverbridge had refunded the software order placed by ***************** on November 2, 2022.  ***************** contacted Cleverbridge directly to request a refund.
  
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an email from Cleverbridge/McAfee Home Use Program saying they have charged a payment to my credit card for my subscription. I tried emailing them at the stated email, and it was returned as undeliverable. I tried calling the number on the email and after an hour, was told they could not find my account. Even though I have the reference number and invoice number from the email. I do not want to renew this subscription and set up my McAfee account as NOT automatic renewal.

  

  Business response

  11/04/2022

  As the payment processor of McAfee, cleverbridge's role is to ensure that the funds submitted by ******************************* are delivered to our partner and that the McAfee license is delivered to *******************. Once this exchange is carried out, the monies are in possession of McAfee and the product is in possession of ******************************** 
  
  At this point, cleverbridge has processed ************************** refund in the full amount of $118.80 back to her **** 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 ****************. 

  Customer response

  11/11/2022

   
  Complaint: 18319684
  
  I am rejecting this response because: I appreciate you refunding my credit card but you said the payment was for a customer named *******************. This is not me. So I am concerned that someone may be using my credit card number. I need this clarified or looked into as fraud. I would appreciate someone calling me at ************ so we can discuss this.

  I am also concerned about future charges since this account is not one of the two accounts i have had in the past: one for my computer, one for my son's computer. So I want to make sure this account is closed for sure and again, I would like to how another person, not me, is using my credit card.

  
  
  Sincerely,
  
  *******************************

  

  Business response

  11/15/2022

  cleverbridge has processed ************************** refund in the full amount of $118.80 back to her **** 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 refund can be found through the following link by clicking on 'Refund confirmation':

  https://www.mcafeehup.com/1641/p/362085951-xk90Hv5dZ2LdHL4iuBVf

   

   

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was sent an e-mail 2 weeks ago about my subscription renewing which was no big deal. They included a hyper link specifically for the purpose of canceling this subscription yet when you click on the link the only option your given is to alter the payment method, nothing about canceling their services. So I went to their website and submitted a request to cancel this subscription, and two weeks later not only do I get another e-mail saying their going to bill me in a few days to renew the subscription I get ZERO acknowledgement of the fact that I requested to cancel. It wasn't until I went through the hassle of calling their "customer service" that I was finally able to accomplish canceling this service. If they are not going to allow you to cancel the subscription via e-mail or customer service ticket then perhaps they shouldn't be able to advertise as such and just tell you to call CS to do so and save people the time and money.

  

  Business response

  11/04/2022

  cleverbridge had canceled the BitTorrent (Ad-Free) software subscription when being contacted by ******************* on October 21, 2022.  All previous contacts as described were not with Cleverbridge. 

  Customer response

  11/08/2022

   
  Complaint: 18295101
  
  I am rejecting this response because:it is correct they did finally cancel the subscription to once I called and requested them to do so.  However the claim that other attempts to contact them was not with cleverbridge are false as I was responding to and requesting them to do so from within the email sent to me from cleverbridge.   ************ is clearly shady in their operations and rely on individuals not following through with cancellations or as in my case completely disregarding the request to do so. 
  
  Sincerely,
  
  *************************

  

  Business response

  11/15/2022

  Cleverbridge stands by its previous comments.   Cleverbridge had canceled the BitTorrent (Ad-Free) software subscription when being contacted by ******************* on October 21, 2022.   

*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. ↩