Digital River & Global Collect BV
Complaint 61047 Details

I attempted to renew a subscription for Trend Micro online. An error message came up that prevented me from completing that order. I backed out of the site without completing that order.

Later that day, I checked my credit card and saw that DRI Software had charged my account for a software program that was unrelated to my Trend PC'illan. I did not complete that order.

I have called DRI Software 4 times and get the run around. I have called Trend Micro 4 times and also got the run around.
Below is the last one received from DRI/TRend Micro. It promises a refund but, now my credit card company has paid that charge and that charge stands.

If you look carefully at this eMail you'll see they still say I purchased their product. I did not !


12:10 PM (9 hours ago)

to me
Dear Suzanne DeWilde,

Thank you for contacting the Trend Micro Online Store.

We understand that you are confused with the order billing.

The $60.59 (1/15/12) charge you have referenced is a pre-authorization
only.

A pre-authorization is a temporary hold to verify that funds are
available when you place an order. Pre-authorizations are typically
removed from your credit card transaction history when the full charge
processes and funds are withdrawn. However, in some cases, this process
can take up to 2 business days. Rest assured, you will only be charged
once for your purchase.

Please note that debit cards may display both the pre-authorization and
the completed payment as full charges for up to 5 to 7 business days
from the date of purchase. If you need assistance removing a
pre-authorization from your debit card transaction history, please
contact your bank or financial institution. We are not able to assist
with this action at the Trend Micro Online Store.

The actual charges (in split billing) that was applied on your account
are $52.64 and $7.95 ( Total: $60.59 ). Charge description that will
show on the account can either be DRI*Trend Micro or DRI*Software.

We show your order was refunded on 1/17/12. Please allow 5 - 7 business
days from this date for the credit to be applied to your account. Due to
billing cycles, the refund may not appear on the same credit card
statement as the original charge. If you are unable to locate the
applied credit, please contact the issuing bank for further information
regarding when it will be applied.

We are sorry for the inconvenience this may have caused you.

Sincerely,
Jolli Mae D.
Trend Micro Online Store
Customer Service