You charged twice my annual subscription and then you offer me a 50% dicount

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Permanently deleted user

• December 06, 2021 11:29

Dear sires:

You charged already two times the annual subscription for 82,60 € on November the 22nd and the 29th . But you sent me an email saying that this amount would be charged after December the 5th. This morning you send me an email, saying that the transaction could not be completed , and you sent me an offer with the 50% discount on the annual subscription for Avira Prime. When I tryed to book this new offer, there was another problem with the transaction. I looked up afterwards on my bank account, and I saw you charged me twice the subscription of 82,60 €

I would like to accept this offer of 50% discount. And to recover the two amounts paid of 82,60 = 165,20 €. By the way, when I enter my European VAT number, the application did not accept that, and it normally works: ESB85010742

It is not the first time I have problems with your company. The support and the customer services can not be worse. Nobody answers, no clear information where to write or receive some help. Really a disaster !!

I hope to recieve an answer to this email as soon as possible.It is almost IMPOSSIBLE to contact you

Thanks

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• 

  pascha45

  • December 06, 2021 13:46
  • Edited

  Hello Manuel,

  We are sorry to hear about your inconvenience with ordering the Avira license and your increased workload.

  First, we would like to point out that you are writing here in the Avira Community - a publicly accessible forum. This user2user forum is subject to the strict requirements of the Data Protection GDPR. Personal data may and can neither be questioned nor processed here in this forum in accordance with the GDPR. Questions regarding your license or payment processing can only be handled by the support team via your customer account by e-mail in accordance with the GDPR. Thank you for your understanding.

  Premium customers with a valid license 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 to Contact Avira.

  Very important: Please log in to your customer account with the email address you used when ordering. Each subscription purchased in the Avira Online Shop is assigned to a customer account, which is always assigned to the e-mail address used for the purchase and is automatically activated under this e-mail address.

  Since you have subscriptions with different durations, it can be assumed that several licenses are stored there, and it would be advisable to have your subscriptions checked by the support team.

  
  Please log in to your customer account at

  https://my.avira.com/en/dashboard/home

  with the e-mail address that was used to order the subscription, and the active licenses will be displayed under Subscriptions:

  https://my.avira.com/en/dashboard/subscriptions/tabs/plans 

  Based on the contract documents available to the support team and your subscriptions, the support team will be able to clarify which license should continue to exist and how the number of your licenses can be corrected. Refunds can also be clarified directly there. The support team will certainly find a satisfactory solution for you.
  If anything is still unclear, please let us know, and we will be pleased to help.

  Best wishes and a peaceful pre-Christmas time

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