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I have, in the past, very much enjoyed using nd suggesting Webroot products. However, over the past several days, I have been trying to renew my subscription to SecureAnywhere Complete, and I have run into nothing but problems. I am right now looking at my bank account in a different tab, and I show that the funds are available, and that all previous transactions that could possibly tie up funds have been fully completed. When attempting renewal using my Visa debit card, I was presented with an error, saying that I had not entered the address that shows on my statements. I checked the address entered against that on a statement, and they are in fact identical. I submitted the purchase on a business day (yesterday), during business hours. It is, well after 24 hours, still sitting there, showing as pending in my bank account (just as it had before in my Paypal account on a previous attempt that I had to have cancelled) while waiting for the vendor (i.e. Webroot) to finalize the transaction.

I have had no resolution to this issue. Instead I am presented with the ever-present rude copy/paste info saying that I can call (which I have, on multiple occasions, said that I couldn't, due to as yet unresolved cell network issues where I live) or submit a ticket. I have submitted a ticket, as directed by said info and by one of the sales team, and was told by the support team that they wouldn't do anything about it, and they suggested I contact the sales team. This is surprisingly poor business practice for a company with such a great product. You can't expect your customers to continue to buy from you, no matter how good the product is, if you treat them like garbage. I demand resolution of this issue ASAP, or I will be forced to choose another service, and as a PC technician, I will no longer recommend Webroot products to my clients, and in fact recommend against them due to VERY poor customer service.
@ wrote:

I have, in the past, very much enjoyed using nd suggesting Webroot products. However, over the past several days, I have been trying to renew my subscription to SecureAnywhere Complete, and I have run into nothing but problems. I am right now looking at my bank account in a different tab, and I show that the funds are available, and that all previous transactions that could possibly tie up funds have been fully completed. When attempting renewal using my Visa debit card, I was presented with an error, saying that I had not entered the address that shows on my statements. I checked the address entered against that on a statement, and they are in fact identical. I submitted the purchase on a business day (yesterday), during business hours. It is, well after 24 hours, still sitting there, showing as pending in my bank account (just as it had before in my Paypal account on a previous attempt that I had to have cancelled) while waiting for the vendor (i.e. Webroot) to finalize the transaction.

I have had no resolution to this issue. Instead I am presented with the ever-present rude copy/paste info saying that I can call (which I have, on multiple occasions, said that I couldn't, due to as yet unresolved cell network issues where I live) or submit a ticket. I have submitted a ticket, as directed by said info and by one of the sales team, and was told by the support team that they wouldn't do anything about it, and they suggested I contact the sales team. This is surprisingly poor business practice for a company with such a great product. You can't expect your customers to continue to buy from you, no matter how good the product is, if you treat them like garbage. I demand resolution of this issue ASAP, or I will be forced to choose another service, and as a PC technician, I will no longer recommend Webroot products to my clients, and in fact recommend against them due to VERY poor customer service.

Hello nfralick,

 

Welcome to the Community Forum,

 

So Sorry for all of these issues! I think that our Community Manager can esculate this and I will ping him now @ to see if he can look at this from the back end and he will look up your account!

 

Please be just alittle be more patient and we will certainly get this resolved ASAP.

 

 

Thank you,

 

 
@ hope that you are well?

 

Just catching up on posts and this one looks as if it is in need of you magical powers of resolution given the OPs plight (and an unusual one at that based on my experience of Webroot) as already signalled by Sherry.

 

Apologies if you are already on the case but this does look like one with 'Community Manager TLC' required all over it.

 

Cheers, in advance.

 

Regards, Baldrick
Hi all - I'm still traveling but I'll grab one of the team back at the office to help out.
Hi Nic

 

Thanks for thr prompt, especially as you are still travelling. My apologies for tagging in that case...I had completely forgotten that you are away...:$

 

Regards, Baldrick
No problem at all - I'm always on my phone anyways 🙂
You are far to good to us...;)
Yes Nic! I totally agree with Sir Baldrick..you are always there in a pinch when we need you!



Thank you.. 🙂
Hey there - I apologize for the late response. It looks like the right people are aware of the issue in our support department and they are trying to get ahold of you to resolve it.

 

They left a callback number and two points of contact for you to reach out to. 

 

Thank you for your patience in this matter.
*huff puff sniffle* I've already said I can't resolve this over the phone - I don't have my own transportation at present, and so I can't get away from the house to a better service area, and when I do get away, it's to go to work, so I simply don't have time. I don't understand what is so difficult about this. I worked in Customer Service for Sprint for a while, and as a low level CSA, I was trained to routinely resolve such issues, and rather quickly and easily at that. I have over $80 tied up in limbo with nowhere to go, and I have computers that need protection.
I've added days to the subscription, so the computers are protected until the support team can get a hold of you.

 

The pending authorization has been reversed, so I'm not sure why your bank would be holding onto the funds. 

 

There is still the issue of credit card validation, so there will need to be a phonecall to resolve the issue, but for now I've added days so that you are protected.

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