How to stop AVG taking money from Nationwide account

whitejohn

penners324 said:

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

Good idea then if it is legitimate they will need to come back with the proof which is what we need to cancel it?

eskbanker

whitejohn said:

penners324 said:

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

Good idea then if it is legitimate they will need to come back with the proof which is what we need to cancel it?

Not necessarily - they'd only need to supply proof to the bank in order to reverse the chargeback.

Another option might be for your partner to submit a Subject Access Request under the Data Protection Act, which would compel them to disclose any data they hold about her - again this seems like a sledgehammer to crack a nut but if the nut is proving difficult to crack then so be it....

whitejohn

Thanks everyone! We have had yet another re-think on this and it may be getting sorted.
Seems like it has been going on for longer than we thought. My partner panicked when her husband died 5 years ago and signed up to many things using his email address as she didn't have one. 

born_again

whitejohn said:

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.

Visa Account Updater. Allows companies to get the new card details

You need to get the bank to cancel the recurring transaction at their end. It easy ( I do it all the time) they just need to update the Visa system to cancel it. 
If they say they can't then complain. That will get it done. 
While it is always better to cancel with the retailer, if you can't then it's the banks responsibility to do it. Although AVG could still chase for the money, but if the email is not recognised. No way they can.

[Deleted User]

born_again said:

whitejohn said:

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.

Visa Account Updater. Allows companies to get the new card details

You need to get the bank to cancel the recurring transaction at their end. It easy ( I do it all the time) they just need to update the Visa system to cancel it. 
If they say they can't then complain. That will get it done. 
While it is always better to cancel with the retailer, if you can't then it's the banks responsibility to do it. Although AVG could still chase for the money, but if the email is not recognised. No way they can.

I doubt they'll chase from the Czech Republic.
They'll simply cancel the subscription and likely block further purchases from those details.
Hardly a bad outcome.

robatwork

This sorry tale again highlights a big hole in the capabilities or willingness of banks and credit card companies.

They should be able to, on demand, provide a list of all CPAs setup on my account. Just like Direct Debits. I realise the agreement is with the vendor but I am also sure that the bank is aware of the CPA rather than being surprised each year when the payment is requested.

None I have ever asked, and I have asked a few, ever can provide a list. 

born_again

robatwork said:

This sorry tale again highlights a big hole in the capabilities or willingness of banks and credit card companies.

They should be able to, on demand, provide a list of all CPAs setup on my account. Just like Direct Debits. I realise the agreement is with the vendor but I am also sure that the bank is aware of the CPA rather than being surprised each year when the payment is requested.

None I have ever asked, and I have asked a few, ever can provide a list. 

CPA's are a agreement between "The Company" & "The Customer"
Unlike a DD on which the bank hold a mandate.
It is not possible to generate a list of these, as per above NO MANDATE, so the bank has not part or knowledge of these.
People come and ask if they have any. The only way we can tell is by looking at their account & from experience of who might. Again that is totally reliant on who you speak too.

Jami74

whitejohn said:

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.

Has she ever used Flickr? They were free for a while but started charging again a few years ago and show up on bank statements as AVG.

robatwork

born_again said:
CPA's are a agreement between "The Company" & "The Customer"

Unlike a DD on which the bank hold a mandate.
It is not possible to generate a list of these, as per above NO MANDATE, so the bank has not part or knowledge of these.

As you seem to work in this area perhaps you can answer this. When one of these payments is requested from an account, I presume you can tell it's on behalf of a CPA as opposed to a normal DD/FP/Cheque?

Roger1

As a Nationwide member, I am disappointed by the OP's experience.  The informative responses above show what to do. Here is a practical example of what could/should happen.

My wife had a similar renewal demand from AVG.  She is an authorised user on my Creation credit card.  I disputed the transaction with Creation.  They immediately froze it, recrediting the amount to my account pending the result of their investigation.  They cancelled and reissued my wife's card.

Of course, AVG tried to justify their charge.  They did this by supplying Creation with copies of e-mails, T+Cs, etc.  Creation sent me copies and asked for my comments.  Briefly, my wife 'enjoyed' a free trial, which could be renewed after a period for a fee.  The first  renewal went through OK.  A year later, they tried again, at something like a 75% increase!  This was hidden in their message by a reference to the 'current rate' rather than an amount.  They would renew automatically 15 days ahead of the renewal date.  Aha!  Spot the inconsistency?

Anyway, we feel Creation protected us and are very grateful for their help.  And of course we will never use AVG again.