How to stop AVG taking money from Nationwide account

whitejohn

To cut a long story short, AVG antivirus has been taking at least £50 a year out of my partner’s Nationwide bank account for more than 3 years. She doesn’t have a computer or uses the software.

The bank says it is an “ongoing transaction” and they can do nothing about it. We have complained many times, changed account details etc. and they still took the money the following year. If we transfer to another bank they will probably pass on this “ongoing transaction” so pointless going down that road.

It looks like the only way is to set up another current account, transfer everything over manually and then close the Nationwide current account, would all agree?

Is it possible they can still take money from my partner’s Nationwide savings accounts instead?

k3lvc

Surely in 3 years you've managed to resolve with AVG or to convince your bank it's not an approved transaction. Changing bank accounts is using a sledgehammer to crack a nut and likely to result in AVG claiming their 'debt' another way
What have AVG said when you've challenged them and asked for a copy of the agreement ?

eskbanker

whitejohn said:

The bank says it is an “ongoing transaction” and they can do nothing about it.

They're wrong, so complain.

Like all banks, they're obliged to terminate continuous payment authorities when instructed to do so by the customer, as per the steer from the FCA and the equivalent MSE article, so go back to them and insist that they do so!

Edit: this would solve the issue at the bank end but still leaves the necessity to cancel the contract with AVG, who will otherwise continue to pursue what they presumably believe is a legitimate debt.

whitejohn

k3lvc said:

Surely in 3 years you've managed to resolve with AVG or to convince your bank it's not an approved transaction. Changing bank accounts is using a sledgehammer to crack a nut and likely to result in AVG claiming their 'debt' another way
What have AVG said when you've challenged them and asked for a copy of the agreement ?

My partner has been trying for 3 years with the bank but end result is a further charge the following year. Have found it impossible to contact anyone at AVG. We really do need another way out of this.

ischris85

Whilst Nationwide reclaim your money from AVG, are you not able to request a new sort code and account number?

Ryan1994

Nationwide can raise a CPA cancellation but this does not give you 100% cover for stopping the payments. AVG NEED contacted, I can see they have a phone number and live chat from a very quick check. The only way to ensure their agreement is stopped is by contacting them. Ideally your partner will do this and also raise a CPA with the bank!

eskbanker

https://support.avg.com/SupportArticleView?l=en&urlname=Cancel-AVG-auto-renewal
https://support.avg.com/answers?id=906b000000057M0AAI

whitejohn

eskbanker said:

https://support.avg.com/SupportArticleView?l=en&urlname=Cancel-AVG-auto-renewal
https://support.avg.com/answers?id=906b000000057M0AAI

Thanks, we are trying again now. Problem has always been that we know nothing about it, have no paperwork or account details.
NO, the system doesn't accept our email address so we cannot log in to cancel.
Statement says  DRI*AVG Technologies, Visa purchase AVG.com IE

whitejohn

Ryan1994 said:

Nationwide can raise a CPA cancellation but this does not give you 100% cover for stopping the payments. AVG NEED contacted, I can see they have a phone number and live chat from a very quick check. The only way to ensure their agreement is stopped is by contacting them. Ideally your partner will do this and also raise a CPA with the bank!

Problem is they dont recognise my partners details, email address etc.

whitejohn

ischris85 said:

Whilst Nationwide reclaim your money from AVG, are you not able to request a new sort code and account number?

Tried that, got a new bank card etc. and following year money came out again. No idea how they can do that.

penners324

If it's not you raise it as a fraudulent transaction with the bank and get the bank to block the CPA.