Charged £38.99 twice, but Avira can't find it and won't support me.
Abgeschlossen
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Hello Lee,
You are writing here in the Avira Community, a publicly accessible forum - an user2user forum.
We have neither access to your Avira customer account and your Avira installation, nor to your installed operating system and the current update with exact version numbers. Neither the Avira licence nor the installed OS have exact version information, this is only available to Avira Support in the Avira customer account after correct registration!
Here, the publicly accessible Avira Community is unfortunately no way to contact Avira Support.Avira Community Guidelines – Official Avira Support | Knowledgebase & Customer Support | Avira
You write here in the forum about 2 Avira licences, in your information to Avira Support you write about an older licence that has already expired and an active licence with different licence fees. Also, You have been informed about the term (recourse claims) of the older licence, you have also received a description and processing for the current Avira licence.
Did you enter the delivery address in the PayPal order process? See:Did you not receive information from PayPal after a payment transaction? The support team has already pointed out the deadlines for refunds.
Normally, you receive information during the PayPal payment process so that you can correctly meet the deadlines for refunds. The support team has already pointed out the deadlines for refunds.Here you can find a description of the allegedly unjustified debit of the licence:
Premium customers with a valid licence and correct registration can contact the support team directly from the customer account under “SUPPORT”: via e-mail, support chat and (in some cases) telephone.
Also, due to the different information on the prices for the desired refund, only the support team can be contacted to clarify a request with the access data of a correctly registered licence. In a publicly accessible forum, the different details cannot be processed.
"I'm so infuriated that I refuse to give any more money to this company." we cannot follow your information.
Avira is subject to the strict requirements of the GDPR and can only be processed in accordance with the requirements of the General Data Protection Regulation, i.e. GDPR-compliant by email with your correct registration via Avira Support. You have already had various contacts, the different details can only be clarified with your documents at Avira Support - also within the specified deadlines for reimbursement. Every Avira customer will be informed of these refund deadlines by the support team in their Avira customer account, and you have already been informed by the Avira customer account! Thank you for your understanding.
Kind regards
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Thank you for the reply.
You wrote: "You write here in the forum about 2 Avira licences, in your information to Avira Support you write about an older licence that has already expired and an active licence with different licence fees."
I don't know what you're referring to here, but I only have one Avira licence and have never mentioned 2 licences. I did not write about, in my contact with Avira support, an expired licence and an active licence with a different fee. You may be inferring from the fees I've been charged that there are two licences, but I am unaware of there being two and I wasn't told that there were two. I asked support what the other fees were for and they never told me, hence my questions here.
If there are two licences that are being charged to the same PayPal account, that indicates that I may be the victim of fraud, in which case I'd like Avira to assist me in identifying and rectifying it.
If there aren't two licences, then it may be Avira who are defrauding me with extra charges, and I'd still like to identify and rectify it.
I'm not enquiring about refund deadlines, I'm asking what the charges were for and how I can fix the situation, because the payments of £38.99 were not authorised by me.
Regarding whether I received information from PayPal, I don't regularly check individual transactions on PayPal, but it doesn't give me any information other than the amount paid and the transaction ID, so it would be of no use to me without the help of a support agent.
If you could answer any of my actual questions, I'd really appreciate it. From my email correspondence with support:
What were those extra charges for?
Can I be assured that those charges won't continue?If those can't be answered here, could you answer my original question from this forum:
Is there a way to continue my conversation with support without paying for a new subscription?In other words, is there a way to find the answers to my questions without paying more money?
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Something else just struck me...
I still have three weeks remaining of my previous subscription. I should still have access to support and to the Avira product that I have paid for, but those things are no longer available to me.
Is there a way to receive my remaining products and services that I have already paid for?
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Hello,
I was wondering if there were any updates regarding my queries above. All of my questions remain unanswered.
Thanks in advance.
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Hello,
I still have two weeks left of my premium subscription and I'd like answers to my questions. I would hope that the extent of "support" offered was more than just a passive aggressive paragraph of lies and attempts to change the topic.
So again I will ask:
What were those two charges of £38.99 for? And can I be assured that they won't automatically come out of my PayPal account without my permission?
It took you a couple of hours to respond to my initial post, so hopefully you can actually answer it within the next two weeks.
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