I deleted my account and now Money has been deducted from my paypal
Beantwortet
I had taken the 7 day trial for Avira prime. The trial was due to end tomorrow on Jan 6 2021. I didn't like the product very much so today on Jan 5, I decided to end my subscription so that I am not charged and after ending the subscription, I deleted my account. However, I was charged money for the yearly subscription and since I deleted my account, I can't contact support to refund me the money. I am not able to also restore the account. Please help, it's a lot of money.
The reference number for my billing is 255672120
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Hello Saumya,
Below you will find a description of the consequences if your account is deleted.
You have received an invoice, can you not submit an objection within a certain period of time?
Did you enter your delivery address in PayPal when you placed the order? https://support.avira.com/hc/en-us/articles/360002157057-How-can-I-change-my-delivery-email-address-when-purchasing-via-PayPal-Many greetings
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I read this before deleting. I had also unsubscribed from the subscription before deleting. However, the money was deducted after I deleted my account. That should not have been possible.
I have received an invoice but it says that the only way to submit an objection would be to contact customer support. However, they only allow you to contact customer support if you have a premium license. Since I deleted my account, I didn't receive my premium license and so I have no way of contacting support.
Effectively, my money has been deducted, I have no means of getting a refund and I also don't have a premium account. It's just like I gave my money to them for nothing in return. Please tell me some way of contacting them.
Thanks
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Hello Saumya,
Please give us the exact dates when and where you cancelled the licence.
Do you have receipts - please do not post them here publicly - please only indicate with "YES" whether they are available.
When did you receive the invoice from PayPal - date?
Is it an annual licence for which Avira version?After that, we will contact you to see if we can find a way to relieve you.
Many greetings
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Hello,
Thanks for responding.
I had registered for the 7-day trial license for Avira Prime on 30/12/2020 15:50 (India Time GMT+5:30). To do this I had to set up an automatic payment on Paypal.
I cancelled the subscription on 5/1/2021 around 15:30 (GMT +5:30). Immediately after cancelling my subscription, I deleted my account thinking I will not need it anymore.
On the same day 5/1/2021 around 20:50 (GMT +5:30), money was deducted from my account. I also received an email containing the invoice from Avira and another one from PayPal. There was also the following message in the email from Avira:
"There will be a slight delay in the delivery of your license key. We are in the process of correcting this technical issue which may include waiting for information from the software publisher. This should be resolved within 1-2 workdays, although it is generally much faster. We will contact you via email as soon as further information is available. We apologize for any inconvenience."
I believe this is because I had deleted my account.
The subscription is for "Avira Prime (5 devices) [12 months - 1 user]".
Now since I had deleted my account, there was no way to contact customer support. I tried creating another account with the same email address. But that account didn't have the premium subscription.
Please do help me out.
Thanks
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Hello Saumya,
Thank you very much for the exact data of your documents.
We would forward your contribution to the support team if you send us a declaration of understanding.
A short declaration of consent that we may forward your enquiry to the support team.
After that, the support team will contact you and exchange the important data to check the unfortunate course of events with you by e-mail (in accordance with data protection) and then check it.
Thank you for your understanding.We are waiting for your feedback.
Many greetings
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Hey,
Please forward the entire situation details to the support team. I understand and give my consent.
Thanks a lot for helping :)
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Hello Saumya,
We thank you for your quick feedback with the declaration of consent.
Your contribution has been forwarded to the support team, and they will contact you by e-mail in the next few days.It will take some time as there are many questions about to be answered due to the holidays.
We hope that a satisfactory solution for you will be found soon.Best regards
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