Money Taken From Account

pinkmoo

Hoping someone can point me in the right direction.

A sum of money was taken from my account, I reported it to my bank, they investigated and the said company said it was an annual payment for antivirus, I have gone over my documents and no-where did it say it would be renewed automatically each year.

I emailed the company to explain this and request a refund since I am not using the antivirus and nothing in the terms and conditions stated it would auto renew. However I haven't heard anything back.

Where can I go from here, the company are in america so I can't call them up, but I do want my money back. I don't know if there is an ombudsman type of institution I can go to

Thanks,
Pink

browneyedbazzi

You should get back in touch with your bank and tell them that you didn't authorise the payment - explain that you made a one off payment for antivirus protection and offer to show them/send copies of the contract/terms and conditions which don't mention any automatic renewal or continuous payment authority. Your bank should refund the money to you as the payment was not authorised by you. If they don't you need to follow their complaint procedure which may resolve the issue but if it doesn't then as a last resort you can complain to the financial ombudsman.

Zandoni

It would interesting to see whats on their website, what Antivirus company is it?

Oliver14

browneyedbazzi wrote: »

You should get back in touch with your bank and tell them that you didn't authorise the payment - explain that you made a one off payment for antivirus protection and offer to show them/send copies of the contract/terms and conditions which don't mention any automatic renewal or continuous payment authority. Your bank should refund the money to you as the payment was not authorised by you. If they don't you need to follow their complaint procedure which may resolve the issue but if it doesn't then as a last resort you can complain to the financial ombudsman.

If the OP set up a reoccuring payment it may not be that simple only the vendor can cancel a reoccuring payment.

pinkmoo

It was Bit Defender.I will contact my bank again and see what they say.

None of the terms and conditions say it was a reoccurring payment, it was a one off payment for a years protection.

Forwandert

Quite a few complaints about this, did you recieve an email from them

http://www.bitdefender.com/support/I-do-not-want-the-Automatic-Renewal-542.html

Also quite a few mentioning that it is in the terms and conditions its set up for autorenewal and if you don't want autorenewal you need to opt out when you have set up your account.

browneyedbazzi

Oliver14 wrote: »

If the OP set up a reoccuring payment it may not be that simple only the vendor can cancel a reoccuring payment.

If the OP can prove to the bank that she did not authorise a continuous payment authority then the bank can cancel it because it was set up fraudulently.

In cases where you have agreed to a cpa then indeed only the company can cancel.