Cannot get a refund, keep getting the run-around.

Woodruff

Bitdefender automatically renewed my subscription for Total Security for $95.39, but I had used a online promotion to renew at $69.95. A discussion insured as to how to handle the refund. It has been back and forth and I keep saying what I want, and they come back with another offer, I say what I want and they come back again with a different offer. I can't find a phone number to talk to someone and just settle it, and I'm now I'm very frustrated. There doesn't seem to be anyway to talk to them other than through the firm handling payment. Does anyone know how to reach an actual person to talk to?

Alexandru_BD

Hello @Woodruff and welcome to the Community!

I have noticed you have raised a ticket for the Support Teams and the Retention & Loyalty department also provided a special offer, as an alternative. Our colleagues will respond on the open case, as soon as possible. Please note that, to speed up the refund process, the open dispute must be cancelled first, because currently the funds are blocked pending the investigation.

If you contact your bank/credit card issuer or PayPal in order to initiate a chargeback, the process becomes a lengthy one and the final resolution will be received after 90-120 days from the opening date. This is why we recommend reaching us first for a faster resolution.

Chargebacks are shopper requests for funds reversal made directly to the bank/PayPal, possible only if the payment was made using a credit/debit card or PayPal.

• You initiate a dispute – it takes up to 15 days for the request to reach 2Checkout / Digital River (our billing and payment processors).
• 2Checkout responds by providing the required documents to the bank – the maximum amount of time is 90 days.
• The bank will send the final decision – based on the details received from both 2Checkout and you, the bank offers a resolution to the dispute – up to 30 days.
• Our payment processor is notified about the chargeback resolution.

This lenghty process can be avoided by cancelling the dispute and attaching the proof of closure on the open case when replying. After the dispute is closed, the funds are released and the Support Teams can issue the refund from the vendor's end.

Let us know how it went.

Best regards.