Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A subscription renewal was charged to my ****** account. ********************** only accepts to cancel if the person who made the subscription cancels the subscription. They are unable to tell me who made the subscription. Can you help in getting this subscription cancelled and charges reverted. They will keep on charging renewals every year until a solution is found.Absolute Technical Support - Case # ******** Thank you Hello, Philippe ***** You authorized $38.87 to Verifone Payments B.V.MerchantVerifone Payments ************************************************* *************** Transaction dateDec 26, 2024 Order ID247060788 ********************************* (Renewal)Qty: 1$38.87 Subtotal$38.87 Total$38.87 USD Authorized with ETrade Checking 2955 $38.87 USD If the payment method above doesn't work, we'll use Mastercard-7942.Youll see this purchase as pending in your payment status until Verifone Payments B.V. processes it. We'll send you another receipt if the final payment amount is greater than this authorization amount.Transaction ID: 7S614102JX323202G View payment status Your payment was sent from ****************

  Business response

  01/02/2025

  Hi Philippe,

  My name is ****** ******* and I am the Technical Support Team Lead here at Absolute.

  We apologize for any confusion or inconvenience this may have caused in regards to the auto renewal and refund request.  I have read through the support case ******** that you opened and it looks like our agent has responded and let you know that the auto renewal has been cancelled.

  I am working with our E-Commerce Manager on refunding the last charge of USD $38.87.  He is currently on vacation and returns Monday January 6, 2025 but is aware of the request.  I am working to help expedite this if possible.

  I will also send you a response from the support ticket with the same information in this response.

  We will update you once we have additional information on the refund.

  Regards,
  
  ****** *******
  Absolute Software
  Team Lead // Technical Support

  Customer response

  01/03/2025

  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.
  
  Regards,
  
  Philippe Herve

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My computer was stolen late last year along with quite a bit of other things from my hotel room. A police report was filed immediately and I activated the absolute home and office software guarantee to try to track down the individuals.Months ensued without any information whatsoever until finally at the end I was told that my computer had not connected with the servers of the company for a period of 90 days previous to the theft and that they would not honor their service guarantee. It was like being robbed twice. I try to find out exactly when the last time that my computer had contacted their servers and could not be given a definitive date beyond a year prior which is impossible as they said they map of where my computer was last seen was on the street of a friends house that I had gone to not long before. In any event they fail to track and fight by computer and they failed to honor their guarantee to reimburse me for their failure of service which is a marketing enticement so they were paid to do literally nothing more than play with technology that benefited no one except their merry little hearts. A very simple solution for these brilliant people would be automated SMS messages and emails sent to clients when X. Of days has passed and I system is not connected to their servers, correction not their servers but whoever servers and services that they are contracted with. At least then in the event that these extraneous companies that are not a corporation we are contracting ourselves with we would be able to raise an alarm and possibly let corporate know that you have a problem with your people fix it. I will not be a repeat customer. Everyone in business and personal wife both close those just acquaintances and even those who are strangers will not be a repeat customer if they are currently a customer I will ensure they find a new service. I will be the virus spreads the message of your impotence.

  Business response

  03/28/2022

  This customer has already been in direct contact with us and I sent him an email earlier today asking to set up a call for later this week. 

  Thanks,

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

  Sr. Manager, Escalations

   

  
  

*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. ↩