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Business Profile

Ecommerce

Digital River, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ecommerce.

Complaints

This profile includes complaints for Digital River, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Digital River, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 95 total complaints in the last 3 years.
    • 30 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 17th, 2024, I was charged $197.97 by Ultra AV/Digital River. I was previously a ********* customer, and since it was no longer available in the **, Digital River just switched me to another product without consent. I have never used it. I've tried contacting them numerous times. I got to the point I pretty much wrote it off as an expensive learning experience.

    • Initial Complaint

      Date:12/16/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      11/24/24 I made an online purchase from this company and never received the item although the money was taken from my bank. I have not received it and the tracking number just keeps changing the delivery date. And I have called several numbers that are supposed to be this company and the number does not exist or they hang up on me. Order number xdl ********. Tracking ***** ************

      Business Response

      Date: 12/16/2024

      Hi,

      Thank you for contacting Digital River.

      For inquiries about your ********* order, including checking order status or resolving pre- and post-order issues, we recommend contacting ********* directly. Their experienced customer service team can provide the best assistance related to order status, billing,technical support, and shipping.

      You can reach ********* Support at: *************************

      We apologize for any inconvenience and appreciate your understanding.

      Sincerely.

    • Initial Complaint

      Date:11/14/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hacked my bank account

      Customer Answer

      Date: 11/16/2024

      The personal account I have with *********** was erroneously charged what was claimed to be a recurring charge. A recurring charge for nothing.

      Business Response

      Date: 11/18/2024

      Hi,

      Thank you for contacting Digital River!

      We sincerely apologize for the inconvenience. The recurring charge is related to the automatic renewal of your Avast Driver Updater subscription. Your order number is PO: 145878193800.

      To get further assistance with the cancellation and refund, kindly contact Avast Customer Support as they now have a dedicated customer support team who can investigate this further and assist you.

      Here's how you can reach them:

      Online: Visit Avast's support website at ******************************** for detailed information and troubleshooting steps.

      Phone:  Call Avast customer service ************************ at ************.

      Regards.

    • Initial Complaint

      Date:10/07/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      **************************************************************** Digital River has stopped paying their clients. It's 10/7/2024 and I have yet to receive payment from July sales. This is in violation of their terms of service and they are in breach of contract. No information has been provided of when we can expect payment.

      Business Response

      Date: 01/15/2025

      Hi,

      Thank you for contacting Digital River!

      Please accept our sincerest apologies for the significant delay in receiving your payments. We understand that this unexpected hold-up is causing considerable disruption to your cash flow, and we are truly sorry for the inconvenience it has caused.

      We are actively working to resolve this issue and finalize the necessary details for the release of your payment. Weve also informed our Team that your account has been temporarily disabled.

      Well notify you as soon as weve clarified the situation.

      Thank you for your patience and understanding. 

    • Initial Complaint

      Date:07/30/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a 3-year internet security from digital river who was supposed to sell me Kaspersky total internet protection the purchase price was ******. Money was taken from my account on *******. Not even three months later I received an email from Digital River (dated july 23,2024) telling me that due to U.S. ban on ****** based cyber security my Kaspersky software will stop updating after September 29th. Since that will only be 5 months I used, I feel I am owed a refund of two and a half years of my purchase price. I feel they stole my money knowing that this was going to happen when they took my money, and I had no way of knowing this. Here is my reference number from my call to digital river placed on 7-29-24 I spoke to a man named ****. This is the phone number I got through to him on ************* He told me I only have 30 days from start of subscription to ask for a refund!! This is fraud how can they keep my money when they did not provide the service, I purchased from them? This is not my fault, and they should return my money for services not received. I hope you can help me with this since I am just getting the run around with no satisfaction at all. Who keeps that much money for something that have not earned and have no right to keep!! Thank you for your help in fixing this mess. ******************* ************

      Business Response

      Date: 07/30/2024

      Hi,

      Thank you for contacting Digital River!

      We understand your frustration and apologize for the inconvenience. For assistance with your refund, please contact ********* ******************** as they now have a dedicated team that handles pre and post order inquiries.

      You can reach them through one of the following methods below:

      URL: ***********************************
      Tel. No.: **************

      Regards.

      Customer Answer

      Date: 07/31/2024

       I am rejecting this response because:
      I called this phone number that was given to me on your new email **************.I talked to a man using the name E.R. and this is the reference number he gave me for our phone call ********. He claims I am not entitled to a refund since it was longer than thirty days of service. which is ridiculous I paid them ****** for three years of protection and will not be eligible for any new updates from them after September 29th that will only by 5 months of internet protection!! How can they keep monies for 2 1/2 years of internet protection they are not providing due to the ban on ******? He kept saying sorry, but it is our government's fault this is happening to me but when I asked him who has my $****** he admitted they do so they should refund my money since they are the one not providing my service that I paid them for!!  I am not asking for anything other than what I am entitled to and should have two and a half years of what I paid them for. As best I can figure that amount,. I will be owed for services not rendered at the end of September will be $347.12. I am so upset after speaking to this man they have no logic for what they are saying in keeping money that they are not entitled to keep. I am on ssi and very limited income I need my money back!

       


      Business Response

      Date: 08/01/2024

      Hi,

      Thank you for contacting Digital River!

      Unfortunately, we are unable to assist you with this request further. Please reach out to the Kaspersky ******************** Team for further assistance. We sincerely apologize.

      Regards.

    • Initial Complaint

      Date:07/25/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought software to unlock my old ipad, the software doesn't work, it didn't unlock my ipad.It didn't unlock my ipad. I followed all instructions from cocosenor, still not working! They stated "a money back guarantee."MyCommerce Order Number: ********* I need a full refund.

      Business Response

      Date: 07/25/2024

      Hi,

      Thank you for contacting Digital River!

      We apologize for the inconvenience. We can see that a refund request for PO: ********* has been submitted to the publisher for approval. They will review within the next 3 business days or as soon as they have clarified the situation.

      If you have any questions or want to follow up on your request, feel free to contact our **************** Team through one of the following methods:

      Phone Number: *************** (Toll-free); *************** (24x7x356)
      Email Address: *****************************************

      Regards.

      Customer Answer

      Date: 07/26/2024

       I am rejecting this response because:


      the software clearly doesn't do what cocosenor stated it should do, it didn't unlock my iPad! They stated on the website "money back guarantee" - i need full refund, because their software doesn't work as stated.

      Business Response

      Date: 07/29/2024

      Hi,

      Thank you for contacting Digital River!

      We apologize for the inconvenience.

      We've re-escalated your refund request to the publisher in accordance with their "Money Back Guarantee" policy. They will review it again within the next 3 business days or as soon as they have clarified the situation.

      If you would like to contact the publisher, you may send a message at: *********************

      You may also contact our ************** ******* Team to follow up with the status of your refund request. You can reach our Team through one of the following methods:

      Phone: *************** (Toll-free); *************** 
      Email Address: *****************************************

      Regards.

      Customer Answer

      Date: 07/30/2024

       I am rejecting this response because:


      cocosenor keep telling me to download different software, which still don't work, they keep telling me to download third party software (so far 3 different software), which I did, and it still don't work. They should never ask me to download third party software, because their software should work as they stated, their software should do what they claim it does on their website! Their software doesn't work, so they should refund, as they stated, and not waste my time, telling me to download third party software, which again don't work!

    • Initial Complaint

      Date:07/09/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i was charged from digital river ***** that I did not order anything from them I want that money back

      Business Response

      Date: 07/09/2024

      Hi,

      Thank you for contacting Digital River!

      We've verified that the charge relates to the renewal of your "AVG Secure Identity" subscription. The order number is PO: ************. For additional help regarding the cancellation or refund, please contact AVG Customer Support as they now handle their own ***************** You can reach them at: **********************************;

      Regards.

      Customer Answer

      Date: 07/11/2024

       I am rejecting this response because:  I went on their site and could not cancel my subscription.  there was no where on the site to do that.  i got an email saying it was a fraud


      Business Response

      Date: 07/11/2024

      Hi,

      Thank you for contacting Digital River!

      We understand you'd like to cancel or refund your order. While Digital River can't assist directly with this, we recommend contacting their **************** at ***************.

      We apologize for the inconvenience this may cause.

      Regards.

    • Initial Complaint

      Date:06/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      May 4, 2024 I purchased the PassFab Android Unlocker to unlock my phone from Digital River. They have a money back guarantee stated on their website. Needless to say, their Unlocker program did NOT work! I have contacted them several times to get my money back. They said my refund is on the way and it never comes. I WANT MY MONEY BACK FROM DIGITAL RIVER!!!!!!!!!! I believe this "business" to be a scam. Their products don't work and they don't want to honor their own money back guarantee! I will be spreading the word about this scam company! DIGITAL RIVER IS A SCAM! THEIR PRODUCTS DO NOT WORK!!!! DO NOT PURCHASE ANYTHING FROM THEM!!!!Order # *********

      Business Response

      Date: 06/04/2024

      Hi,

      Thank you for contacting Digital River!

      We apologize for the inconvenience. It appears that your order for "PassFab Android Unlocker - 1 Month, 5 Devices, 1 PC (PPC)" has been refunded today. You should expect the funds to appear on your account within the next 5-7 business days. You should also receive an email notification related to your refund.

      Regards.

    • Initial Complaint

      Date:04/18/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Digital River US has been deducting $9.99 on the 2nd of each month since December of 2023 (5 months) using a PayPal subscription that I never signed up for. When I tried calling the phone number that Digital River US provided to PayPal to inquire about this, their number is disconnected. Googling Digital River confirmed that many consumers are seeing fraudulent charges through PayPal from Digital River. This is clearly a scam. If we receive goods or a service for you it should be clearly noted in the monthly payments what it is for, otherwise it is a scam.

      Business Response

      Date: 04/18/2024

      Hi,

      Thank you for contacting Digital River!

      We've verified that the charges claimed is related to the renewal of your "GeForce NOW Priority Membership." Your latest renewal was processed on 04/02/2024 with order number ************. If you would like to get help with the cancellation and refund of the charge/s, please contact NVIDIA Customer Support using the link below as they now handle their own Customer Service.

      URL: **********************************************

      Regards.

    • Initial Complaint

      Date:04/01/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      THIS COMPANY IS A TOTAL ************* STAY FAR, FAR AWAY!I purchased a FitBit in December 2022. When I set it up in early 2023, it came with an online subscription through DigitalRiver. I subsequently returned my FitBit in March 2023 yet DigitalRiver has continued to charge my PayPal account $10.65 per month for over a year. They operate under the hope that you won't notice this minor charge and they can continue making money off a service you no longer have, which is what happened to me for almost a year. When I realized this charge was for a product I no longer had, I attempted to cancel the subscription.But the catch is the phone number and email they provide to PayPal are inoperable. Attempting to leverage PayPal for assistance, I reached out to request a dispute/refund for improper charges. My initial request was somehow denied by PayPal so I'm trying again. All I am seeking is a refund for charges that were fraudulently applied to my card and to NEVER be contacted/charged by them again.

      Business Response

      Date: 04/01/2024

      Hi,

      Thank you for bringing this matter into our attention, however, ****** has a dedicated team that handles pre and post order inquiries. Please contact them through one of the following methods to follow up with the cancellation of the transactions:

      Email: ******************
      URL: **************************

      Regards.

    Digital River, Inc. is NOT a BBB Accredited Business.

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