App not working, cannot get back in touch with tech support

CCleaner for Android CCleaner for Android Bug Reporting
1

I have been trying to use CC Cleaner, have had since 2024 and has not been working for 1 or 2 months. It says it is cleaning but just goes through the same apps and doesn’t clean caches or browsers. I read here how to contact support and filed a support ticket after doing the uninstall reinstall and everything they ai suggested.

I was given a #case ID: 23800998. I was told to send the log and then reply to the email. I did that and I get a message that mailbox not monitored. I cannot reach David in support like he told me to.

I messaged in the contact us again to get to a person to discuss my case and got Kusum. They wanted a reference number from when I originally bought the app that I do not have. They ended the chat. I opened another contact case and got them again. They still refused to help without this reference number from the purchase in 2024 even though I sent them from Google play the subscription. I just want an app that works that I have paid for. You cannot email or call anyone and the support people, well Kusum, do not actually help. If you got the logs and are working on it great. If you are not doing anything like Kusum, I will find out my legal options because this is fraud selling something that doesn’t actually work!

I just want an email, phone number or something that I can contact someone directly since I cannot get any help with getting this app working on my Android phone or my mothers phone (that I bought it on and have wasted my money again.) This used to be a good app. I thought it was an honest company, but this is just crappy service.

1 Like
2

I also have the same issue. David the same person that

worked on your case also worked on mine. No one has gotten in touch with me after I was told to send the logs which I did so. They ema

iled me saying they closed my case when nothing was resolved or no one has responded. Ththis is frustrating

3

If this is not resolved or cannot be resolved I would like a refund or l should look into legal matters!

4

a free one and I can clear browsers.

And then I got this email:

Hello Cindy,

I hope you and your family are in good health.

My name is Pavel, and I’m a member of the CCleaner Senior Support team. I’m sorry to hear that you experienced inconvenience with this unexpected charge for our service, and you’d like to get a refund.

I know how frustrating this can be, and I definitely don’t want that. Please know that I am committed to assisting you to the best of my ability.

To address your request, I’ve immediately processed the refund for your Google renewal for CCleaner, totaling USD 6.97 (Order numbers GPA.3317-1751-3683-52195). We regret losing you as a valued customer.

This refund transaction will be handled by our payment operator, Google, and you can expect it to appear on your billing statement within 5-7 business days.

Your other Google order, with order number GPA.3339-7520-0327-77289..0, is no longer covered by our refund policy and will not be refunded.

If you ever reconsider and wish to explore our products again, please don’t hesitate to contact me.

I trust this information has been helpful. If you have any further questions or require assistance, please feel free to contact me anytime. I’m here to assist you.

Wishing you a wonderful day, filled with safety and good health.

Pavel

So basically they are not refunding the subscription that hasn’t worked in 2 months, that they cannot find the passkey for and that they refused to fix!

Will try once more and then just ask Google to investigate them for fraudulent practices.

1 Like
5

Hi @CindyK,
I’m sorry you had this support experience. I have found your support request and will highlight it to improve the service in the future.
i can see from our recods that the refund of your purchase has been processed and this should show in your account within 5 working days.
If you have any further questions, please let me know.

6

Hi @Laurence_CCleaner actually it is not at all. They issued credit for the one I bought for my mother on her phone that she was never able to use. The one on mine did not fit into the “guidelines “ so credit was refused even though I wasn’t able to use the service and , by the way, according to your representatives I did not even have a paid service even though I provided the receipt.

There is something very wrong with your system. I have forwarded a request to have the company investigated for misrepresentation by Google Play and it will be up to them if they wish to proceed with all y’all because after 9 hours now, I am done!

  1. You ask for a reference number for the purchase that is NOT provided on the receipt for purchase or renewal on Google Play

  2. You can not find a name, email or phone number for my account, yet you can use the billing tracking number to see I have paid for an account that you claim doesn’t exist to repair but you will not credit because it was not within 15 days of the payment. If that alone doesn’t tell you there is a problem, then I cannot fathom how anyone can actually deal with your company.

  3. Your customer service is IMPOSSIBLE! I had to go through cases here to find a contact us link, answer an ai only to be put in a 1 hour plus queue to get a representative that didn’t actually access my case status could only escalate and I did not get the opportunity to speak with anyone in the level 2, tech or reply to any emails because your email box is not monitored. This is extremely frustrating and is exactly why I reported the app. I have screenshots of the contacts, including the one from a supposed supervisor who was going to have someone call me, which also never happened. If you guys need the $10 bucks or whatever it was so bad, you all can just stick it with your lack of service .

  4. You guys are still taking money from Android 16 users, both new and renewed, and they may not even realize your app is broken. The fact that you have a known problem and your front line people either don’t have access to resolve issues or they are not smart enough to think through an issue and escalate only what they want to to someone nobody can contact blows my mind! I hope there is a huge lawsuit against your company for this and will be happy to provide whomever wants it with the record of those messages. I would not say it if it wasn’t true, because I never want to offend anyone.

Good job continuing to do that. But I am done caring, it has taken up too much of my life and I found an app that is based in the US and has real support and actually provides the services you pay for. I will continue to tell people not to use and to cancel your app. Even though I am only one voice, I am sure others will be reading this and the fact that you honestly thought it was resolved and credited when it was not.

Respectfully, Cindy

1 Like