hello, who do i write to to get a copy of my data. i have sent a SAR to support and the DPO. the replies say they have no information related to my email and they ignore the license numbers i provide. i want a copy of all the communications between myself and them and all logs so i can investigate some issues i have had with them
As you mention SAR I assume that you are in the UK?
It depends what information you are requesting, CCleaner themselves donât hold a lot of information about you. (basically just your email address as linked to your licence status).
Which is what they are saying in their reply; they have your email address but they donât have any of the information that you are asking for linked to it.
Iâm not sure how long they would keep logs of support contacts for but suspect that it wouldnât be long at all once the support ticket is closed.
Data Protection says that they shouldnât keep information for any longer than âneededâ.
If you are after information about a previous purchase or billing then CCleaner themselves wonât have it.
Itâs probably Cleverbridge that you need to request that information from in that case, Cleverbridge do the order processing etc. for CCleaner and many other software companies.
If that is the kind of info that you are looking for then you may need to do a SAR to Cleverbridge, but see what you can get via their purchase lookup tool first:
General Cleverbridge support:
https://support.cleverbridge.com/hc/en-us
If a company wonât reply to a SAR, or you are unhappy with their reply then in the UK you can raise a complaint with the Information Commisionerâs Office:
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Are you wanting to know what info they have on you as regards your machine and software used etc?
Are you wanting to know if your email etc is sold/given to a 3rd party? That can also form part of a SAR request.
You could always use social media to ask them in public about your SAR request.
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I have been in a dispute with them for months about subscriptions being renewed even when auto renewal is off. They have repeatedly told me everything is cancelled and there are no auto renewals active. Yet they persist in trying to take money from several bank accounts each month. I contacted cleverbridge also about it and they say they also have no info on me. If i ask ccleaner for license numbers they send me two which are showing as inactive but if i then ask for information about these they reply saying they hold no information in relation to my email address and they completely ignore the license numbers i provide.
I am trying to find out why i keep getting billed for this and i have sent Sarâs repeatedly asking for all communications between them and me including my email address.
I still have open support tickets on this matter so at the very least they should have a transcript or logs for these
I wish you every success in your attempts to get answers.
I presume you read this?
and this
Thank you. I have not read it recently but will do so tonight
i have requested the information from them but their reply was : It looks like your inquiry pertains to C Cleaner product. The C Cleaner team kindly asks that you contact them directly at (cant include the address). then c cleaner say they dont have any information. how am i supposed to track down who is making these recurring attempts at taking my money when both sides say they have no info or its not them.
all i want to do is get all the information gathered so i can go through it and decipher where the issue is since they dont seem to be able to do it. what would be the best social media place to ask this on please
The only social media linksI know of are the ones at the very bottom right of this page
I donât use social media myself really but have done a post to an admin in the moderator private area of the forum with a link to your thread.
Trouble is that admin donât visit the forum much anymore, they almost seem to have abandoned it.
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If Cleverbridge are also denying knowledge then there is a 3rd possibility -
(There is also a 4th, although remote possibility, see below)
Did you use PayPal to make the original purchase?
If so then itâs possible that you (maybe unknowingly) set up an automatic, recurring, payment with PayPal.
So it may be PayPal who are requesting the money from you.
We have had previous posts where that was happening, and of course neither CCleaner or Cleverbridge knew anything about it.
See this for how to check for any PayPal recurring payments, and cancel them:
Other that that I suggest that itâs time to contact the ICO and raise a complaint.
With the new UK laws on auto-renewing subscription charges coming in next spring Iâm sure the ICO will be closely monitoring current complaints about them.
The 4th possibility, which isnât a nice thought:
I have to ask why, even how, would CCleaner or Piriform have details of âseveralâ of your bank accounts?
They only ask for one, they only need one to take payments.
(PayPal might have more than one payment method listed for your PayPal account, but thatâs usually one card and one bank not several).
I think that you have to at least consider the possibility that it may be some bad-actor who has acquired your banking details in a data breach somewhere and is now using them to try and access funds.
Are you also getting strange payment requests made for other things than CCleaner?
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oh thank you. i will check that out today. that very well may be the root of the issue. fingers crossed.
just checked paypal. there were a few automatic payment in it but none that had been used in a couple of years so im not sure. cancelled them all anyway and removed all card details from paypal also except for one account that i rarely use and have no money in it. hopefully this solves the issue. but i must say that getting information or help from either ccleaner or cleverbridge is tiring as they send you in circles for so long.
i will wait and see what happens this month before taking any further steps.
thank you everyone for all your comments and helpful advice.
Hopefully it was PayPal then, (I assume that one of the old ones was for CCleaner?)
I donât think they would be shown as being used unless they had actually been able to take the funds.
Fingers crossed that cancelling them has cured the problem.
Itâs one of the problems with making SARâs or any information requests.
If the company doesnât actually have the information that you are asking for then they are baffled why you are asking for something they know nothing about, and things just go round in circles.
They donât have the time (which costs them money) to spend working out who you should be asking.
Luckily some of us do like to help when we can, thatâs what fora like this one are about.
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