F-Secure and Cleverbridge not cooperating: unable to renew subscription

Scholar

F-Secure and Cleverbridge not cooperating: unable to renew subscription

I have a five-device subscription to F-Secure safe. It is set to manually renew. Starting about a month ago I started getting pop-up messages telling me that my subscription would expire October 20 and asking me to renew. I clicked the "Renew now..." button and it took me to the F-Secure site to renew.

 

To my surprise, as I clicked through the renewal process, it completed without asking me for my credit card information. Apparently it automatically used the old credit card information that I entered when I originally purchased my subscription.

 

That is the first problem. I am astounded that F-Secure, a company dedicated to privacy and protection from malware, stored my credit card information without my knowledge or consent.

 

The second problem is that the stored information was out of date. Perhaps because of that, or perhaps because of Cleverbridge policies, my subscription did not renew. I continued getting the the pop-up messages every day, but when I clicked the "Renew now..." button, the F-Secure site would not allow me to take any renewal action, but instead only displayed "We are waiting for confirmation of your payment."

 

I contacted Cleverbridge multiple times, but they refused to correct the problem. They took the stance that everything was fine, replying with boilerplate cut-and-paste giving me links where I could change my payment options. Despite the fact that these replies did not address my problem, I duitifully did as told, but unsurprisingly nothing changed.

 

When I asked Cleverbridge why, if everything is fine, do I continue to get the pop-up notices saying my subcription is expiring, they abdicated responsibility and said that is F-Secure's problem, not theirs.

 

When I attempted to contact F-Secure, they ignored me, cutting off my chat windows without ever responding.

 

It has now been a month since this saga began. My subscription has now officially expired, and I am still in the same position I was in when this started.

 

What can I do to get this fixed, and how can F-Secure improve its payment processing and customer service? This is the worst customer experience I have had in years, and I don't think I have ever had this much trouble trying to give money to a company. It seems like F-Secure doesn't want my business.

16 REPLIES 16
Superuser

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

They do respond on here, so hopefully someone from F-Secure will see this and get back to you soon.
Scholar

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Same thing with me. No reply from Cleverbridge or F-Secure. Seems that I am forced to change my Scurity tool at the end of this month!

Community Manager

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Hi @Westal,

 

Sorry to hear about your inconvenience on your SAFE renewal! I have highlighted about the renewal with our internal team and one of our F-Secure representative will get back to you regarding this refund issue.

 

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Community Manager

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Hi @Supa,

 

Regarding the SAFE renewal issue, please open a ticket with our support in order to check further on this. You may open the support ticket as mentioned here.

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Scholar

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Hi Laksh, thanks for getting back. Yes,I did open a ticket yesterday in the F Secure Finnish Customer Care. They never came back to me, but I found later in the evening an email with invoice and instructions on how to pay.  Interesting that they instruct me to pay the invoice at latest two days before the official due day  to Cleverbridge, in order F Secure not to cancel my service.... So the invoice has two due days.

Cleverbridge has continued to maintain silence.

 

I hope that also my fellow F Security Community member to whom's thread I posted my comment has received his invoice.

 

Scholar

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Hi @Laksh,

 

Cleverbridge did finally charge my credit card, and my subscription seems to be properly renewed now. I am no longer being prompted to renew.

 

I'm very happy with F-Secure, but your relationship with Cleverbridge is doing you a disservice.  Cleverbridge seems too eager to dismiss problems, stating that they only process the payment. That may be partially true, but it isn't helpful, and it harms F-Secure's reputation when they are the face being presented to your customers. Furthermore, the way they store customer credit card information without asking permission is completely antithetical to F-Secure's principles.

 

Thank you for your good wishes, @Supa, and I'm glad your situation is straightened out too.

 

And thank you also to @Simon for keeping me encouraged.

Community Manager

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Thanks for your updates @Westal and @Supa! I have also passed on your feedbacks to our Internal team so that they are notified of this renewal issue.

 

Our support team should be able to guide you further on the respective tickets if you still have any hiccups with the renewal!

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Scholar

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

I have the same problem. Cleverbridge have made numerous attempts to complte renewal but each time my account still states that F-Secure licence is expired. F-Secure have made several attempts to resolve the issue without success. The latest action that they have taken is to delete the application from my pc and install a one month licence for 1 pc. Not a lot of use as it will need to be removed and replaced by a five licence version if they manage to resolve the issue. This is also of no use for my other devices. If they can install a temporary single licence for one month it seems odd that they can't install a multi user licence for twelve months. F-Secure have advised that they will reolve the issue in less than one month. I have referred Cleverbridge to their Terms and Conditions that state that they will replae any Product or Service that fails with a version that works. Their response was to offer to cancel my order and provide a refund. this will leave me with no security. An interesting approach.  

Superuser

Re: F-Secure and Cleverbridge not cooperating: unable to renew subscription

Re their response to offer a refund - to be fair, if they can't get the product to work on your machine, that's about all they can really do.

I agree though, that it seems odd that a one month license will work, when a longer license won't. Smiley Sad