Double billing from your side; refund required
Completed
I had an annual subscription to Avira Optimization Suite, valid from January 1st 2020 to December 31st 2020. On December 21st 2020 Avira offered me the possibility to subscribe Avira Prime at a price of 49.95 euro; the validity of the licence was from the same day of subcription until December 31st 2021. Please note that Avira Prime covers the same products of Avira Optimization Suite, plus something more. So, buying Avira Prime for 2021 means that I don't need to subscribe Avira Optimization Suite for the same year. Given the good offer, I decided to subscribe Avira Prime. However, to my big surprise and disappointment, on January 1st 2021 I received a message from my credit card that Avira charged me the cost of 69.95 euro for Avira Optimization Suite. This is clearly a mistake, a double billing from your side, as I already subscribed and paid for Avira Prime with validity extended to the whole 2021. On the same day, January 1st, I submitted this problem to Avira customer support, with an associated refunding request of 69.95 euro related to Avira Optimization Suite subscription fee; I was notified the code #526747 for my enquiry, but so far nothing more has followed to this from Avira. I really hope you can solve this problem and refund for the double billing. Many thanks
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Hello Armando,
We have seen that you have already created a ticket with the support team.
That is also correct and the right way to do it. The community is a publicly accessible forum, personal data may neither be questioned nor processed here in accordance with the Data protection GDPR.
Please check whether you have cancelled the Optimization Suite licence. Important: Uninstalling the software is not a cancellation! This is described in the following article, as well as how you can initiate a refund.You will also receive further information on your question from the support team.
If anything is still unclear, please let us know, and we will be happy to help
Best regards
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The point is that Avira Prime offers all the products included in Avira Optimization Suite, plus something more, and the 1-year period of validity of Avira Prime licence has started when Avira Optimization Suite expired, that is on January 1st 2021 (plus the few days between the date of subscription to Avira Prime and December 31st 2020), in order not to create overlapping of licences. So, it should be my task to deactivate Avira Optimization Suite, or it should be automatically done by Avira, given that I purchased a wider software, completely replacing the previous one? Anyway, to be clear, I didn't deactivate Avira Optimization Suite yet, so please let me clearly know if I have to do that or if you will do automatically for me. Thanks
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Hello Armando,
If the automatic licence extension is still active for the old licence, this would have to be deactivated. Only the licensee can do that, we cannot and are not allowed to do that here - Data protection GDPR. We do not have access to your Avira customer account here in the community.
Unfortunately, we cannot give you any other information from here, personal data may not be processed here in a publicly accessible forum.
We thank you for your understanding.You have also written to the support team with your request. Personal data can be processed from there, the correspondence with the support team is done via e-mail in accordance with data protection. They will explain to you how to cancel the automatic renewal via the support team.
If anything is still unclear, please let us know, and we will be happy to help.Many greetings
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OK, I have right now deactivated the Avira Optimization Suite license, although the system still reports 396 days of license validity remaining. At this point I have only Avira Prime license active. Should I do any further step to get the full reimbursement of the 69.95 euro charged by Avira in relation to the Optimization Suite license, or at this point you will manage the remaining procedure? Many thanks
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Hello Armando,
We would like to point out (2 x) once again:
The community is a publicly accessible forum, personal data may neither be questioned nor processed here in accordance with the Data protection GDPR.
Unfortunately, we cannot give you any other information from here, personal data may not be processed here in a publicly accessible forum.
You have also written to the support team with your request. Personal data can be processed from there, the correspondence with the support team is done via e-mail in accordance with data protection. They will explain to you how to cancel the automatic renewal via the support team.
Unfortunately, we cannot assist with a refund - Data protection GDPR. We thank you for your understanding.
Kind regards
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Many thanks for the information; I just proceeded by asking full reimbursement via the link that you kindly posted above
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Hello Armando,
Thank you for your feedback. We are happy to do that, we are happy if we can help.
With the refund request, your issue should be resolved in the next few days (up to 14 days) and now you will be able to use your new Prime licence properly installed.If anything is unclear, please let us know, and we will be happy to help.
Best regards
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Avira has billed me (alok Saklani) thrice within a space of few months and charged my credit card, authorised from a previous transaction. the details are as follows-
1. Invoice date: 01-12-2020 Invoice number: CB-30-15342100, Rs. 1966- charged to my credit card
2. Invoice date: 14-03-2021 Invoice number: CB-30-16813228, Rs. 1846/- charged for 5 devices
3. INR 1966.00 again charged for payment to Avira Antivir on 02 May 2021 at 19:45 hours.
I dont understand this. kindly refund the 2 charged and withdraw the automatic authorisation from my credit card.
thank you
alok saklani
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Hello Alok,
Here the community is a publicly accessible forum, personal data can and may not be processed here according to the Data protection GDPR. Questions about your license or Avira payment processing can unfortunately only be handled by the support team via your customer account by email in accordance with the GDPR. We have no authorization to change anything in your contract documents, and we also do not have access to your customer account.
Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always assigned to the email address used for the purchase and is automatically activated under this email address.
https://my.avira.com/en/dashboard/home
Premium customers with a valid licence can contact the support team directly:
- https://my.avira.com/en/dashboard/support/tabs/support
- Or
- https://support.avira.com/hc/en-us scroll down ⇒ Contact Avira
Please have a look at the information, maybe there is already a solution:
FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | AviraWe regret that we cannot be of further assistance to you in this forum. Thank you for your understanding.
If anything is still unclear, please let us know, and we will be pleased to help.
Many greetings
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Hi
My bank account has been debited with Australian $ 60.95 on the 21st of December 2021 through Paypal.
This account is pending, please let me know what this is for.
my email address is shirlenevansanden@hotmail.com
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Hello Shirlene,
We have removed your e-mail address for your safety, we are a public forum.
Please log in to your customer account with your email address and password.
Each subscription purchased in the Avira online store is assigned to a customer account, which is always registered to the email address used for the purchase and is automatically activated under this email address.
There you can find your purchased license under
https://my.avira.com/en/dashboard/subscriptions/tabs/plans
and also under Subscriptions ⇒ Renewal SettingsYou are writing here in a publicly accessible forum, personal data can and may not be questioned or answered in this forum according to the Data protection GDPR. Questions about your license or payment processing can unfortunately only be handled by the support team via your customer account by email in accordance with GDPR. Thank you for your understanding.
Here you can find information, maybe you can already find your solution.
FAQ: License renewal and return/cancellation – Official Avira Support | Knowledgebase & Customer Support | AviraIf something is still unclear, please let us know, we are pleased to help.
Many greetings
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