Kim Biggs, from Lincolnshire, told BBC News she is “trapped” by the automatically renewing annual membership fee.
Kim was informed that her free trial of AVG, an anti-virus software, was about to expire. She said trying to cancel the subscription was “extremely frustrating.”
“When you first clicked on the ‘Unsubscribe’ part on the website, it took a long time to go through all the pages, all the information.
“Finally I clicked on the right options to get to the online form to request a refund. I completed it but I haven’t received my refund.”
Kim said it’s not easy to find AVG’s help center phone number online.
When she spoke to a support agent Kim said she was told “the form I sent was basically disregarded by them, you have to talk to them through the support center to get your money back, which was really annoying”.
“I had to repeat over and over again that I just wanted a refund, because she kept insisting on the products not available, trying to get me to change my mind.”
AVG said the company is “committed to providing customers with clear and transparent subscription controls”.
“Customers can easily cancel a trial or subscription at any time through their account,” a spokesperson said.
“For auto-renewing subscriptions, a reminder email is sent in advance outlining the renewal date, price, and options for canceling or requesting a refund.”
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