When the time came for a new Total Security subscription, I paid using iDEAL directly on the Bitdefender website. Supposedly this payment did not go through, even though it was debited to my bank account on 27 June 2024. Per the suggestion of your Tech Support, I paid again on 28 June 2024, using my creditcard. Tech Support assured me that the initial payment via iDEAL would be returned. It’s now July 26th and I have yet to receive a refund.
Moreover, your payment processor 2Checkout contacted me on 2 July 2024 acknowledging that there has been an excess payment concerning the same order and I instructed them to return the funds to my account on 8 July 2024. There has been no communication or action from 2Checkout ever since, despite several reminders.
I have been in contact with your Support Center, that has been giving me the runaround, as well as the Retention and Loyalty department. The latter made me a lovely offer of an additional 3 months on the same subscription. How this is supposed to compensate for the double payment is beyond me.
My question is this, where is my refund? And is this what passes for customer service?
Let me reiterate that I am very happy with the products offered by Bitdefender and I have been a loyal customer for 7 years. I would genuinely regret losing that relationship, but I feel like you are leaving me little choice.