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> How To Cancel Subscriptions?
RLT
post Feb 25 2009, 06:21 AM
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I have several Bit Defender subscriptions that are renewed automatically, in spite of efforts to cancel. Can someone clue me in on the proper procedure to do this? I'm sure it is relatively simple but for some reason, beyond me right now. MTIA.

RLT
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Guest_cornelia_*
post Feb 25 2009, 09:41 AM
Post #2





Guests






To cancel the autorenewal option you have to enter www.findmyorder.com and to follow the details included in your order confirmation e-mail.

If anything goes wrong please feel free to contact BitDefender Customer Service using the following link, after you login into your BitDefender online account:
https://myaccount.bitdefender.com/site/MyAc...contactEmail/1/

We will need the e-mail address under which the purchase was initially placed and the order IDs which are about to be autorenewed. You will find all these details in the same e-mail.
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David Yakubovic
post Feb 28 2009, 12:37 AM
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I am also attempting to cancel the automatic renewal of my BitDefender license originally purchased in 2008. Incidentally I no longer use it since I had to rebuild my system due to supports inability to resolve my issue. I followed the suggested "www.findmyorder.com" site. Upon filling out the screen I was presented with a screen telling me that two Norton products which I used several years ago were being billed to me. I have e-mailed BiTDefender support but have had no answer. BitDefender 2008 is a less than adequate product in large part because of their lack of effective an support staff.
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Valentin D.
post Feb 28 2009, 06:08 AM
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Joined: 27-March 07
From: Bucuresti
Member No.: 27



QUOTE (David Yakubovic @ Feb 28 2009, 01:37 AM) *
I am also attempting to cancel the automatic renewal of my BitDefender license originally purchased in 2008. Incidentally I no longer use it since I had to rebuild my system due to supports inability to resolve my issue. I followed the suggested "www.findmyorder.com" site. Upon filling out the screen I was presented with a screen telling me that two Norton products which I used several years ago were being billed to me. I have e-mailed BiTDefender support but have had no answer. BitDefender 2008 is a less than adequate product in large part because of their lack of effective an support staff.


David, we have nothing to do with the Norton products; thus, unfortunately we cannot assist with that. However we can help with the auto-renewal option of BitDefender. In order to do that please login to your BitDefender account here: https://myaccount.bitdefender.com/
Then please go to this form and fill it in, in order to submit a request for the auto-renewal issue: https://myaccount.bitdefender.com/site/MyAc...contactEmail/1/

We did not locate your email about this matter in our system using the email with which you logged into the forum. Did you use an alternate one? If so, then you can place the ticket ID here and we'll take it from there.
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RippedOffCustome...
post Mar 13 2009, 10:54 AM
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I've had the same problem. Despite filling out the form to cancel the subscription I've been billed for another year. It appears that digital river are not responding to any requests and only generate automated e-mails based on the categories you select in the request.

The Visa dispute process seems to be the only route open.

This is the e-mail that you get if you follow the instructions and request cancellation. It's auto generated and it appears they don't do anything about it; they just bill your card anyway:

**This is an automated response.**
**Do not reply to this message.**

Thank you for contacting the Online Store Customer Service Center.

If you require the assistance of a Customer Support Team representatives, please review the below information so that we can help you with your question(s) as fast as possible.

If you have DOWNLOAD, BILLING AND/OR SHIPPING QUESTIONS, you can visit our Customer Support at:

http://www.findmyorder.com/cs

Here, you can find information to assist you with the following tasks:
- Download a digital order
- Check the shipping status of a physical order
- View and print an invoice
- Get answers to common questions

If you still need to contact our Customer Service Team via email, this can be done by accessing our email webform. To get to the Customer Support webform, simply choose 'Contact Customer Service' located at the bottom of the FAQ page. When completing the webform, make sure to include your Order Number in the field provided. If you do not have an order number, please include the product and site name in the comments filed.


If you have questions regarding technical support or product installations, please review your order confirmation message for the appropriate technical support contact information. Technical Support should be able to assist with any of the following:
- Questions on installation
- Troubleshooting software
- Help with features
- General questions regarding the product

NOTE: We apologize for this inconvenience, but due to a high volume of various non-business related and unsolicited messages, emails sent to webhelp.v4@digitalriver.com that did not originate from the Customer Support form will no longer be reviewed by our Customer Support Team.

Thank you for contacting the Online Store Customer Service Center.

Sincerely,
Online Store
Customer Service Center
Email ID 9889518


This post has been edited by RippedOffCustomer: Mar 13 2009, 11:00 AM
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Corina V.
post Mar 13 2009, 02:45 PM
Post #6


Technical Support


Group: Regular Bitdefender Poster
Posts: 17
Joined: 25-February 09
Member No.: 22,112



QUOTE (RippedOffCustomer @ Mar 13 2009, 11:54 AM) *
I've had the same problem. Despite filling out the form to cancel the subscription I've been billed for another year. It appears that digital river are not responding to any requests and only generate automated e-mails based on the categories you select in the request.

The Visa dispute process seems to be the only route open.

This is the e-mail that you get if you follow the instructions and request cancellation. It's auto generated and it appears they don't do anything about it; they just bill your card anyway:

**This is an automated response.**
**Do not reply to this message.**

Thank you for contacting the Online Store Customer Service Center.

If you require the assistance of a Customer Support Team representatives, please review the below information so that we can help you with your question(s) as fast as possible.

If you have DOWNLOAD, BILLING AND/OR SHIPPING QUESTIONS, you can visit our Customer Support at:

http://www.findmyorder.com/cs

Here, you can find information to assist you with the following tasks:
- Download a digital order
- Check the shipping status of a physical order
- View and print an invoice
- Get answers to common questions

If you still need to contact our Customer Service Team via email, this can be done by accessing our email webform. To get to the Customer Support webform, simply choose 'Contact Customer Service' located at the bottom of the FAQ page. When completing the webform, make sure to include your Order Number in the field provided. If you do not have an order number, please include the product and site name in the comments filed.


If you have questions regarding technical support or product installations, please review your order confirmation message for the appropriate technical support contact information. Technical Support should be able to assist with any of the following:
- Questions on installation
- Troubleshooting software
- Help with features
- General questions regarding the product

NOTE: We apologize for this inconvenience, but due to a high volume of various non-business related and unsolicited messages, emails sent to webhelp.v4@digitalriver.com that did not originate from the Customer Support form will no longer be reviewed by our Customer Support Team.

Thank you for contacting the Online Store Customer Service Center.

Sincerely,
Online Store
Customer Service Center
Email ID 9889518



Hi there!

We have created a ticket Id for your request, your ticket number is:200903131007151.
It appears that, due to an error, your cancellation was not processed.
We will also contact our online vendor in order to clarify the situation and refund the renewal order.
Have a nice day! (IMG:style_emoticons/default/smile.gif)
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RippedOffCustome...
post Mar 13 2009, 05:02 PM
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QUOTE (Corina V. @ Mar 13 2009, 03:45 PM) *
Hi there!

We have created a ticket Id for your request, your ticket number is:200903131007151.
It appears that, due to an error, your cancellation was not processed.
We will also contact our online vendor in order to clarify the situation and refund the renewal order.
Have a nice day! (IMG:style_emoticons/default/smile.gif)


Many thanks for your help.

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Corina V.
post Mar 13 2009, 07:33 PM
Post #8


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Group: Regular Bitdefender Poster
Posts: 17
Joined: 25-February 09
Member No.: 22,112



QUOTE (RippedOffCustomer @ Mar 13 2009, 06:02 PM) *
Many thanks for your help.


We are happy that we could be of service to you. Please do not hesitate to ask for our help in the future (IMG:style_emoticons/default/smile.gif)
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LaurieK
post Mar 14 2009, 05:56 AM
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Member No.: 22,513



Same problem here. Tried to cancel the auto-renewal multiple times using the processes outlined herein, only to have the charge made against my wishes. Unbelievable.
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sam1013
post Mar 14 2009, 02:42 PM
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Joined: 12-July 08
Member No.: 14,853



I have been trying for over a week to cancel a renewal of BD 2008 (they charged my account anyway) because I bought BD internet security 2009. I have followed Digital Rivers computer generated instructions as best I can and all I get is more computer generated emails. All I want is my money back for a product I didn"t want to renew. I am about ready to file a complaint with the BBB.
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Corina V.
post Mar 15 2009, 06:37 PM
Post #11


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Group: Regular Bitdefender Poster
Posts: 17
Joined: 25-February 09
Member No.: 22,112



QUOTE (LaurieK @ Mar 14 2009, 06:56 AM) *
Same problem here. Tried to cancel the auto-renewal multiple times using the processes outlined herein, only to have the charge made against my wishes. Unbelievable.


Hello Laurie,

We have contacted you via email, your ticket ID is 200903151006761.
If you have any other questions regarding your computer security, please go to this form and fill it in: https://myaccount.bitdefender.com/site/MyAc...contactEmail/1/ .
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Corina V.
post Mar 15 2009, 06:48 PM
Post #12


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Group: Regular Bitdefender Poster
Posts: 17
Joined: 25-February 09
Member No.: 22,112



QUOTE (sam1013 @ Mar 14 2009, 03:42 PM) *
I have been trying for over a week to cancel a renewal of BD 2008 (they charged my account anyway) because I bought BD internet security 2009. I have followed Digital Rivers computer generated instructions as best I can and all I get is more computer generated emails. All I want is my money back for a product I didn"t want to renew. I am about ready to file a complaint with the BBB.


Hello Sam ,

We have contacted you via email, your ticket number is:200903151006852 . Please reply to our email in order to clarify this situation.
Thank you (IMG:style_emoticons/default/smile.gif)
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ImpossibleToCanc...
post Mar 18 2009, 04:54 PM
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Member No.: 22,630



aargh.

I too have tried to use the "findmyorder" and cancel my auto renewal a number of times, but I continue to get the "This notice is to remind you that your subscription coverage from BitDefender, LLC. will automatically renew soon.............".

and now I got the "Your BitDefender Antivirus 2008(3 PCs , 1 year) membership has been automatically renewed. Please note that your credit card statement will show DRI*bitdefender.com as the merchant for this purchase. ......" email

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Raluca D.
post Mar 18 2009, 05:09 PM
Post #14


Technical Support


Group: Regular Bitdefender Poster
Posts: 39
Joined: 25-February 09
Member No.: 22,111



QUOTE (ImpossibleToCancel @ Mar 18 2009, 05:54 PM) *
aargh.

I too have tried to use the "findmyorder" and cancel my auto renewal a number of times, but I continue to get the "This notice is to remind you that your subscription coverage from BitDefender, LLC. will automatically renew soon.............".

and now I got the "Your BitDefender Antivirus 2008(3 PCs , 1 year) membership has been automatically renewed. Please note that your credit card statement will show DRI*bitdefender.com as the merchant for this purchase. ......" email


Hello!
Regarding your cancellation request, we have contacted you by e-mail. Your ticket number is 200903181009686.
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hoachy
post Mar 18 2009, 10:53 PM
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As I posted in the 2009 forum I have had the same problem.

My system autorenewed and Bitdefender have no given me 3 programs. 3 keys and taken £101 for the pleasure.

I emailed them on the customer services site on January 31st and again on 9th March explaining my situation but have received nothing in return. The email used was the same as the one I regeistered with and the same as the one they emailed me at several times before taking my money despite the fact I had already upgraded to BD2009.

I have attempted several times to phone customer services but the UK number has no dialling tone and the call ends. Does anyone know hoe to get in touch with them by phone?

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Raluca D.
post Mar 19 2009, 11:12 AM
Post #16


Technical Support


Group: Regular Bitdefender Poster
Posts: 39
Joined: 25-February 09
Member No.: 22,111



QUOTE (hoachy @ Mar 18 2009, 11:53 PM) *
As I posted in the 2009 forum I have had the same problem.

My system autorenewed and Bitdefender have no given me 3 programs. 3 keys and taken £101 for the pleasure.

I emailed them on the customer services site on January 31st and again on 9th March explaining my situation but have received nothing in return. The email used was the same as the one I regeistered with and the same as the one they emailed me at several times before taking my money despite the fact I had already upgraded to BD2009.

I have attempted several times to phone customer services but the UK number has no dialling tone and the call ends. Does anyone know hoe to get in touch with them by phone?


Hi there!
Searching trough our database for your e-mail address, the same that you used for this post, we haven't found any cancellation requests for the renewal orders. However, we have created a ticket for you, ticket number 200903191005831.
In order to contact Customer Support,I also recommend that you use the other 2 contact tools-chat and e-mail, if the phone lines are busy.
In order to support you will need to login into your BitDefender account first:

https://myaccount.bitdefender.com/site/MyAccount/myPage/3/
(IMG:style_emoticons/default/rolleyes.gif)
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hoachy
post Mar 19 2009, 02:57 PM
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QUOTE (Raluca D. @ Mar 19 2009, 10:12 AM) *
Hi there!
Searching trough our database for your e-mail address, the same that you used for this post, we haven't found any cancellation requests for the renewal orders. However, we have created a ticket for you, ticket number 200903191005831.
In order to contact Customer Support,I also recommend that you use the other 2 contact tools-chat and e-mail, if the phone lines are busy.
In order to support you will need to login into your BitDefender account first:

https://myaccount.bitdefender.com/site/MyAccount/myPage/3/
(IMG:style_emoticons/default/rolleyes.gif)


Hi
I sent the emails using the website email support client. However the situation has been cleared up already. I obviously did it the wrong way round when I went to customer service then here. This was a much better option and I will remember for future reference.

I have been a BD customer for over a year but had never used the forums. Yesterday I posted here and within one day my problem was fixed to my satisfaction so I must thank you and all involved very much and praise you all for your speedy response.

thank you again
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Frustrated01
post Mar 19 2009, 03:44 PM
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I am having the same issue and registered here in order to resolve it--but I shouldn't have had to join a forum to fix this problem.

I have tried repeatedly to cancel the auto renew, to no avail. It certainly seems like BitDefender is intentionally compelling customers to renew their subscriptions, whether or not that is actually the case.

When following the advice given in the auto-response emails, and repeated by support people in this forum, it is impossible to cancel auto-renew. One is just locked into an endless circular cycle of requests and auto-response emails. I have never had an experience like this with any other software purchase.

It doesn't matter which company is responsible for this mess: it is unacceptable, and I would never recommend a BitDefender product to anybody after this experience.

This post has been edited by Frustrated01: Mar 19 2009, 03:47 PM
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Raluca D.
post Mar 19 2009, 06:00 PM
Post #19


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Group: Regular Bitdefender Poster
Posts: 39
Joined: 25-February 09
Member No.: 22,111



QUOTE (Frustrated01 @ Mar 19 2009, 04:44 PM) *
I am having the same issue and registered here in order to resolve it--but I shouldn't have had to join a forum to fix this problem.

I have tried repeatedly to cancel the auto renew, to no avail. It certainly seems like BitDefender is intentionally compelling customers to renew their subscriptions, whether or not that is actually the case.

When following the advice given in the auto-response emails, and repeated by support people in this forum, it is impossible to cancel auto-renew. One is just locked into an endless circular cycle of requests and auto-response emails. I have never had an experience like this with any other software purchase.

It doesn't matter which company is responsible for this mess: it is unacceptable, and I would never recommend a BitDefender product to anybody after this experience.


Hi! I understand your position but auto renewal is an option trough which the BitDefender customers benefit from continuous protection and upgrades. For the customers who wish to cancel this option, we strongly recommend sending an e-mail directly to BitDefender support, trough:
https://myaccount.bitdefender.com/site/MyAccount/myPage/3/

Also, I have checked your purchase and this option is canceled for your order.

Thank you for your understanding


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Frustrated01
post Mar 19 2009, 06:30 PM
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QUOTE (Raluca D. @ Mar 19 2009, 08:00 PM) *
Hi! I understand your position but auto renewal is an option trough which the BitDefender customers benefit from continuous protection and upgrades. For the customers who wish to cancel this option, we strongly recommend sending an e-mail directly to BitDefender support, trough:
https://myaccount.bitdefender.com/site/MyAccount/myPage/3/

Also, I have checked your purchase and this option is canceled for your order.

Thank you for your understanding


Well, thank you for your courtesy and for confirming the cancellation.
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