Hello,
I was charged on Sept. 5 for an auto renewal of a free trial; I did not receive any email notifications beforehand whatsoever, spam or otherwise. Per the invoice, which reads, “You can cancel at any time. If you forget, we’re happy to refund you within 30 days,” I immediately canceled the subscription within hours of noticing the charge, and requested a refund via the customer support form. I received this email in reply on Sept. 8:
“Thank you for contacting CCleaner Support. This is Sonu. We would be happy to assist you.
We understand you’ve decided to cancel your subscription, and we truly appreciate the time you’ve spent with us.
To clarify, CCleaner subscriptions are set to renew automatically by default. This setup ensures you continue receiving uninterrupted access to premium features without needing to manually renew. It’s designed for convenience and peace of mind, so you don’t lose optimization benefits due to an expired plan. We also send email reminders. One 60 days before your subscription expires and another 30 days before renewal.
These notifications are meant to give you time to review your plan and make changes if needed. If you didn’t receive these emails, we recommend checking your spam or junk folders, as email filters can sometimes redirect them.
To help us process your refund with care, we’d be grateful if you could share the reason for cancellation.
As a valued user, we’d love to offer you two options:
- 30% off your current subscription
OR
- Free upgrade to CCleaner Professional Plus
Let us know your preferred choice, and we’ll apply it right away. If you still wish to cancel, we’ll ensure a smooth process.
If you need any further assistance then please feel free to get in touch with us again. We will surely assist you.
Warm regards,
Sonu | CCleaner Support
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I responded immediately that I did not want either of those options and simply wanted my refund processed. I have not heard back any reply whatsoever since. I have, as they indicated, reached out again several times, utilizing every channel I could think of: replying back to the above email, replying back to the original confirmation email, as well as submitting additional tickets. Am I missing something in the process? Because this is as far from a smooth process as I can imagine. It is already approaching a week regarding this issue and I am very dissatisfied with my interactions with support so far. The support ticket number and the reference number is as follows: #23666863 - Ref. 510942926. I would appreciate a swift resolution to this issue.