billing

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  • Updated 2 months ago
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I was billed to renew Micro Trend antivirus on 2/6/18 and 0n 2/8/18 for the same ting micro trend yearly service. I was billed twice for $114.00 and 107.00 and I should not have been billed twice for the same yearly service. It appeared on my American Express card. What do I do? Whom do I call to get straighened out?
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sbunce

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Posted 3 months ago

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TM_Yner, Employee

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Hi sbunce, and welcome to the community!

I understand that you have been billed twice for your Trend Micro Maximum Security subscription. As I have checked the charge was made in the year 2016. Kindly refer to the link provided below on how to contact our Trend Micro Support.

Trend Micro Consumer Support

Thank you and have a great day!

Trend Micro Home Users Community 
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topves

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My two accounts (one for 5 and one for 10 devices, both for 2 years) were just renewed automatically for the total price of € 389,80. Checking the NL website, as I live in The Netherlands, I found that the total price there was € 264,33 or € 125 less than what I paid. TM apparently wants automatic renewal as they get more money but does not honor loyal customers. Why is this?
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TM_Kiko, Employee

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Hello topves.

 We would like to apologize about this matter if it has made you feel this way. I would like to share some thought with regards to the Automatic renewal.

The Automatic renewal charge is based on the product's original price with automatic 10% to 15% less as a discount to renewing clients. Our system will not refer to any prices subjected to the current promotion that we are running on our online stores.

Furthermore, you are fee to opt in or out of the Auto Renewal by having it disabled on your Trend Micro Account. Just login to your account at account.trendmicro.com.

I hope this helps and again, we do apologize.

All the best,

Trend Micro Home Users Community
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topves

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You mention: “Automatic renewal charge is based on the product'soriginal price with automatic 10% to 15% less as a discount to renewingclients. Our system will not refer to any prices subjected to the currentpromotion that we are running on our online stores.”

That statement is incorrect.


I am a TM user since January 2005 and ever since. So, if thequalification is used within TM, I am a loyal customer”. “


I have two subscriptions, one for 5 devices and one for 10 devices; bothfor 2-year periods. I checked the serial numbers of those subscriptions and goback to 2014. 


In March 2014I purchased the two packages for the total price of € 194,90. 


In March 2016these were automatically renewed for the total price of € 389,80. 


In March 2018these were automatically renewed for the total price of € 389,80. 

Asnecessary, I can send you copies of these transactions. Just let me know.


You will notethat both renewals were € 205 higher than the original purchase – total € 410.


You willalso note that your statement about 10 or 15% discount of the original price isnot correct. If they would have been correct, the charge for the total package both2016 and 2018 should have been € 175,41 or € 165,67.


So, what willbe your response now? In line with your statement, and assuming I did my calculationscorrectly, you should reimburse me for the total of 2016 plus 2018:  2 x 214,89 = € 429,68 or 2 x 224,56 = € 449,12.Of course I would like the higher amount back but will also accept the lowerone: 429,68 - your choice. I may even accept € 410.




Willem Top
(Edited)
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topves

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I do not know why but I made an error when I mentioned: “you will note that both renewals were € 205 higher than the original purchase – total € 410.”

 

Actually the renewal figures were twice the original price and therefore the total amount that was charged incorrectly was € 389,80. Of course this amount should be returned to me assuming that what Kiko said was and is the company policy: “The Automatic renewal charge is based on the product's original price with automatic 10% to 15% less as a discount to renewing clients. Our system will not refer to any prices subjected to the current promotion that we are running on our online stores.”

 

If TM will honor its own policy and return the amount of € 389,80 to me, I also request that the automatic renewal will be switch on again. I turned it off after I found out about this – to say it nicely - “customer unfriendly” billing by TM. I did that to eliminate the same from happing from happening again two years from now, so I would have sufficient time to look at another security provider. But if they stick to their own policy and return the amount to me, I will give them a second change two years from now.   

 

I would be sorry to leave TM as I have been using their software on multiple devices since 2005 and have been very satisfied about the program – never had any security problems during those 16 years. But I do want TW to treat me as a wanted and loyal customer and stick to their own policy.

 

I think I know the reason(s) why I made the calculation errors. Probably the same reasons why I have trouble typing this text. Two reasons: (i) my age (77) and, (ii) my “chemo brain” – I am now in my third chemo treatment after the second one in 2017 failed completely.

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TM_X, Official Rep

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Hi topves

Apologies for the delayed response and we're extremely sorry that the renewal price of your subscription caused some headache.

We commit to sort this out and since this requires confidential information, I have sent you an email. Kindly check it and let us know your thoughts about it. 

Thanks!
(Edited)