Hello, We are sorry to hear about this customer's experienceThere are several things that we would like to clarify howeverWebroot does not charge for technical support services, we have no customer support representatives by the names provided, and we do not outsource our support to any otherĬompany to offer support on our behalf. Please let us know if there is anything additional that we may do to assist in this matter.Regards,*** ***Director, Customer SupportWebroot, Inc The time that it took for Ms***'s bank to return the funds back to her account is something outside of Webroot's control.Credit Card Credit64.49USDTRANSMITTEDApr 10:00:AMThe automatic renewal is disabled and Ms*** has received the refund from what we can see from our end. ![]() I have provided information below that the credit to your account was processed on the same day that the call occurred. We have limited personnel working on weekends, therefore a manager may not have been in the office on the day of this call. This is definitely a learning opportunity for us and I assure Ms*** the matter has been handled accordingly. To Ms***'s point about 3-days made by the sales representative on 4/3/16, although that is discouraging, providing this type of information it is not intended to be a definitive statement but rather to provide a ballpark estimate on when the funds are typically returned to an account holderI would also like to apologize for the manner in which Ms*** felt the call was handled on 4/3/16, it is our intention to treat all customers with the respect that they deserve. I cannot be sure why theĪutomatic renewal opt-out request was not received as stated but I can assure you that once we were notified it was escalated internally to our development teams so that this was an isolated incident. I would like to apologize to Ms*** for the frustration and inconvenience caused by this matter. Hello,My name is *** and I am a director for our technical support and customer service teams in the North American office headquartered in Colorado.
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