PC Tools problem

  tigertop2 21:59 09 Mar 2012

PC Tools recently made an automatic deduction from one of my credit cards albeit my account registered with them shows that automatic renewal is 'off'

I have contacted them and provided as requested full details of the debit transaction--I have no idea what it was for but the sum of £39.99 was taken

Not a dickybird out of their Customer Services side since 18th Feb despite 5 hasteners although I can see my Query Number is still 'open' when I log into PC Tools.

I have reported the matter to my credit card company-not because I believe my card has been hacked but because PC Tools seem unwilling to recognise they have made a mistake and refund the money.

Anyone else had similar problems with PC Tools?

  RickyC :-) 16:39 10 Mar 2012

Hi tigertop2,

An email would have been sent to you prior to the funds being debited, notifying you that your subscription to a PC Tools product was due for renewal. It may have landed in your 'spam' folder - or it may have been sent to an old account if your original registration with PC Tools was many years ago.

Please send me a private message with your ticket number and the email address you used to originally register a PC Tools product (probably Spyware Doctor with AntiVirus or PC Tools Performance Toolkit), and I will investigate with our customer support team.

Alternatively, you can log in to 'MyAccount' at the PC Tools website: https://secure.pctools.com/myaccount/ and contact our customer support team through 'MySupport' - using either LiveChat or our freephone support line.

Apologies for the inconvenience,

Richard Clooke PC Tools

  tigertop2 11:49 11 Mar 2012

HI Richard

I don't think private messages are an option now since the PCA site was revised but I can tell you the PC TOOLS message ref is [12-048-00441] [EN] Billing / Cancel Subscription?.

I have checked on my account regularly and can see that PC Tools have received all the data requested about 3 weeks ago but the query is still marked as 'open'

I only use one email address for accounts like this and it should be seen on my account.

Appreciate your intervention

  RickyC :-) 12:44 12 Mar 2012

Thanks tigertop2,

I've highlighted your concern and you should hear from one of my colleagues shortly.

kind regards


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