I thing tht you should DISABLE the renewal of licences without permission of your clients!!!
One of my clients has been charged 44.95 Euros while the running licence is ACTIVE till 29nth of May of 2025!!!
I already has contacted to Support 2 days ago, but you have not responded yet!!!
You shall refund the charged ammount!!!
A couple of things stand out there:
I have to ask why are you trying to contact support about sombody elses account?
The customers account details are private information, between the customer and CCleaner. Nothing to do with anyone else.
It would be a breach of Consumer protections, and Data protections (in Europe that’s the GDPR), for any company to discuss a customers account details with any 3rd party.
If the paying customer wants to access support for their account and billing then they need to contact support themselves as the account holder.
They should do that using their own email address as registered when purcahsing CCleaner.
(PS. Unless you use a registered email address then you will not be recognised by the queuing system as someone who has paid for support, and so the computer will queue your request as a very low priority to even be looked at let alone be replied to).
Oh, and by the way May 2025 has been and gone. (But I’ll assume that was a typo).
First of all, I must apologize for the incorrect typing of the year of the current subscription expiration (which is 2026 and not 2025)!!!
Regarding your question about why I am taking the initiative to contact the support team, the answer is very simple: I am the technician - maintenance person of my client (who DOES NOT KNOW ENGLISH and does not have sufficient experience to deal with such issues)!
I have already sent a report to the support team 2 days ago with the client’s name, email and current active subscription key, but as of late yesterday there has been no response yet!
I consider it an obligation for your team to resolve this issue by canceling the new charge and CHANGE YOUR POLICY TO CHARGING SILENTLY FOR SUBSCRIPTION RENEWAL WITHOUT YOUR CUSTOMER’S APPROVAL!
If you also want to know my opinion, regarding your answer, MAKE SURE TO BE MORE CAREFUL AND KIND TOWARDS YOUR CUSTOMERS, BECAUSE YOUR WRITING STYLE IS AGGRESSIVE!!! YOUR ROLE IS TO SERVE CUSTOMERS AND NOT TO TEACH TECHNICIANS HOW TO SERVE THEIR CUSTOMERS!
Finally, please make sure to respond to my client’s email and cancel the unauthorized charge!!!
Thanks for your time!!!
Hi again,
Firstly they are not my team, I do not work for CCleaner.
This is a user forun and we moderatores are very experienced, and trusted, users.
We have no influence on how the business, or support, is run. We can suggest but that’s all.
My (self imposed) task here at the forum is to give other. less experienced, customers help and advice, and to help keep the forum itself tidy and free of spam and abuse.
It is not a ‘role’, because what we moderators do here is entirely voluntary.
So I can advise you how the support queuing system works and what you need to do to get the best results from it, but I cannot personally do anything myself about any account or billing issue only CCleaner’s Customer Support can do that.
Your problem is that unless you used your ‘clients’ email account then your request for support has originated from an email that is not registered to the account that you are requesting support for.
As I said above the queuing system will see that as a request from a non-paying customer and so it will be a very low priority, it may be a month or even more before it is shown to a support agent on their screen.
I’ll repeat the advice that I gave you above, with a slight rewording now that I know your client is not an English speaker and that you are helping them in a voluntray capacity (I assume that you are doing this voluntarily and aren’t charging them for something that they could do themselves for free):
If you want to request support for an account then that request should be made from the email that is registered to that account.
If the request is made from any other email address then it will take much longer to be actioned.
If your client wants to file a request using a language other than English then that is not a problem.
If you want to send a request in English from their email address then as long as you have their consent to use their email that is also fine.
Could I ask, When you contacted support did you use email to support@ccleaner,com or did you use the official request form and so get a ticket number onscreen?
Regarding subscription renewals:
We mods don’t like the current automatic renewal system any more than any other customer does, (and we have let the company staff know that on numerous occasions).
So you should also know about the changes to UK law coming in next spring that mean that any company doing business in the UK will need to revise how they handle subscriptions and subscription renewals.
I believe that changes are already ongoing at CCleaner in preparation for that change in the UK regulations.
Regarding the tone of my replies:
The tone of my replies is set according to the tone of the poster that I am replying to.
If their first post is agressive, with each sentence emphasised with triple exlamation points, and makes demands/threats (even if that threat is left unsaid); and then the user continues in that vein by capitalising the majority of their reply, (which is globally accepted as the posting equivalent of shouting, but of course a computer tech would already know that), then my tone will be more curt/formal and less cordial than it is with someone who is politely asking for help and advice.
I have now flagged this thread a staff member (CCleaner employeee), who may be able to find and expedite your already sent request.
He will need to know the support ticket number if you have one, or failing that the emails address that you sent your request from.
Obviously don’t post that email address in plain sight here.
Hi again
Thanks for your time!
Hi @Hyper_Tech,
I am not able to find any support requests or purchases under the email address registered to your forum account.
Please could you DM me any alternative email addresses used for purchase or submission of support requests so I can investigate this further.
Hi dear Laurence
How can I DM to you?
I am planning to send to you the screenshots-evidences about the active subscription of my client (Full name, licence key, and expiration date), a screenshot of the bank notification that shows the recently charged amount.
Please guide me how to contact to you privatelly.
P/S:
I ‘ve tried to create a personal subscriber account for my client, but I could not find the way to achive it!
