Normal cleans removed all my photos and videos on my phone

So I lost all my photos and videos (150 gb) on my phones memory. On top of that these were unique images and videos of my firstborns childs first summer etc. So you basically ruined her possibility when she gets older to see herself during her first summer. Her first vacation etc.
This app should not be allowed and I can’t believe I ever trusted it. I have used it so many times before and never had the issue. You even say on your website that it CAN’T remove anything that is not in a download folder etc but that is a lie. Apparently you do not even know your own software.
I assume that you have a restore function and I’m still waiting for customer service to get back to me without any response so far even though I’ve created multiple tickets. Even though they claim that they respond within 48 hours which is another lie.

Unless you help me restore everything that you removed I’m considering suing for misleading information of service.

1 Like

@CCleaner_Admin @CCleaner_Cleaning_Te

@Laurence_CCleaner @TomK_CCleaner @Peter_CCleaner

Did you get any help or support on this? i had a similar issue and posted here 9 days ago but this community seems to be useless. I also lost all my beautiful and unique pictures from 2 vacations and more, and was very upset. CCCleaner always worked fine on PC, but on mobile is the last sh… Very annoying.

I have not heard a single word from them. I’ve made several tickets on the matter with absolutely no response. No confirmation mail or response within 48 hours as they claim they will get back to you in.

Just absolutely worthless customer service so far. Seems like they are sticking their heads in the sand and just act as if there is nothing wrong with the app. They are practicing missleading of service which is illegal and next step is to report them to google so that their app is removed if they don’t assist to solve their own wrongdoing.

If they can restore the photos and videos I honestly don’t care about the rest. But the sentimental value can not be measured in any way. Just like what you are saying.

@Peter_CCleaner @Laurence_CCleaner @TomK_CCleaner @CCleaner_Admin

Hi @Freddo,
Sorry, you have not received a follow up to your support request.
I have found this in our support system and asked our support team to respond to your request.
If you do not receive this in the next few hours please let me know so I can investigate this further.

Hi @Laurence_CCleaner !
Thanks for responding to my request. I got hold of the support team. So far no solution to my issue though but hoping for a miracle and that you guys take responsibility of why your app did what it did. It is supposed to be impossible according to the support but I can tell you it is not considering it happened to me.
But first step is that we have a dialogue about the solution to this.

Regards,
Fredrik

@Laurence_CCleaner I’ve had the same issue. I’ve tried contacting, but have not gotten a response.

Hallo @ccleaner_Admin, @Laurence_CCleaner, @Cleaner_Staff,

ich habe genau das gleiche Problem.
Heute habe ich eine “normale” Reinigung gestartet und auf einmal sind viele Fotos aus 2024 von mir verschwinden. Leider habe ich vergeblich versucht diese wiederherzustellen.
Wie kann ich die Bilder wiederfinden?

Anne

Translation:

I have exactly the same problem.
Today I started a “normal” cleaning and suddenly many of my photos from 2024 disappeared. Unfortunately, I tried in vain to restore it.
How can I find the images again?

I had the same issue.
I tried a contact form but i didn’t have any reply yet. Can you help me ?
@Laurence_CCleaner @CCleaner_Admin

Did anyone get support from them?
My pictures have also been deleted. The deleted pictures should stay in the trash or recycle bin.

They deleted from there, too, by taking media access.

It’s ridiculous.

I will complain to the Google Play Store.
Please contact me immediately.
My email ID: saiful.marine30@gmail.com
Contact no: +8801922707404

No, someone answered me by explaining to me the settings for next time… as if I was gonna use it again after that. No solution to restore my medias yet, despite several reminders by mail.