Complaints

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

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  Digital River, Inc.

  10380 Bren Rd W Minnetonka, MN 55343-9072

• 

  Digital River, Inc.

  9625 W 76th St Ste 150 Eden Prairie, MN 55344-3775

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.

• Initial Complaint

  Date:03/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called to find out why 4.99 was taken out of my account. They said it was because of a purchase I made with Scopely, however they do not handle that account anymore, so I was told. So it is very confusing to me if they dont do business with Scopely anymore, why would they take money out of my account then. Customer service couldnt answer this question, they kept telling me to call Scopely to resolve it. Problem is, ******* is not the one who took my money, Digital River did.

  Business Response

  Date: 03/06/2024

  Hi,
  
  Thank you for contacting Digital River!
  
  We've found PO: ************* related to an "In-game purchase." For further assistance, please contact ******** **** Customer Support as they manage their own customer service.
  
  You can reach them through one of the following methods:
  
  *************************************
  ****************************
  
  Regards.
  

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There was an auto charge of $21.27 that I was not aware of that occurred on 12/12/23. I contacted my Credit card company to dispute the charge and was denied a refund. Then I contacted PayPal where the charge occurred their case #pp-r-nyp512697988 the transaction #is 6nv31015k84367748 and they also denied. I am only requesting a $21.27 refund which I do not think is unreasonable.

  Business Response

  Date: 02/26/2024

  Hi,
  
  Thank you for contacting Digital River!
  
  We've found PO: ********* which contains the renewal of your "300915204-PassFab for Excel - 1 Year, 1 PC" subscription. The automatic renewal plan shows cancelled since January 2, however, the refund was declined by the publisher as they want you to submit your request on their support page.
  
  Please contact the publisher directly through the following link so they can assist you further with your refund: ********************************************
  
  Regards.
  
  

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been repeatedly charged via Paypal BY DIGITAL RIVER *** in duplicate for years. I bought this product in the eighties and cancelled years ago. I was billed by Digital River *** (calling it Avast) in the amount of $108.24 two times PER YEAR: Order # ************* on Dec 9 and order #************. When I contacted them, they repeatedly transferred me, put me on hold and disconnected me, and told me to contact *****, who does not do business with them any longer. They are clearly scam artists.

  Business Response

  Date: 02/01/2024

  Hi,
  
  We apologize, however, the charges came from Avast who now handle their own ***************** We encourage you to contact their Support Team through one of the following methods:
  
  URL: ******************************;
  Tel. No.: ************
  
  Regards.
  

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Today (01/22/2024) I received email from Avast Software announcing "good news!!" automatic "renewal" of my subscription for Avast Premium antivirus software. Payment of $65.99 was deducted from my PayPal account. The "order number" is listed as ************. It is followed by "Authorized reseller DigRiv North ************** a Digital River Company." Email promised availability of cancellation and refunds for 30 days and linked to a phone number, presumably from Avast *************). I called and told the automated receptionist I was asking for a refund. "She" put me on hold for nearly 45 minutes of terrible "muzak" and frequent interruptions repeating "Please remain on the line for the next available customer service representative." (At least they didn't have the audacity to say, "Your call is important to us.") Although I was able to cancel future automatic renewal from PayPal I have been unable to request a refund. I tried filing a complaint to BBB against Avast but apparently their ************, **, office is closed. DigRiv is the authorized reseller so I believe it is also the authorized refunder. I am also asking for reimbursement of $54.99 for the subscri[tion I was unwittingly tricked into paying for and never used last year. I thought I canceled that one immediately via email (which I can probably find in my "Sent" file) and didn't notice that I was charged for it until now. Thank you for your assistance.

  Business Response

  Date: 01/22/2024

  Hi,
  
  We apologize for the inconvenience. To efficiently process your refund, please contact ********************** Team ************************. They now have a dedicated Team specializing in pre- and post-order inquiries, including cancellations and refund. You can reach them through one of the following methods below:
  
  URL: ******************************;
  Phone:  US/******: ************
  
  Thank you.
  

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Fitbit fitness tracker online on 12/10/22 for my mother. This purchase includes a free year of "Premium" membership with a recurring monthly charge of $9.99 thereafter. Having lost her tracker recently, my mother attempted to cancel her membership (to avoid a monthly charge for a device she no longer had). She was apparently informed to expect an email confirming her cancellation, which she did not receive. What she did receive however, was an email informing her that her free trial had expired and that she would be charged for the monthly amount. As I bought and signed up for her membership as a gift, these charges were going to come to my credit card. Having been informed of this, my mother forwarded the emails to me. I first contacted Fitbit via the chat link contained in the e-mail. While it seemed that things were progressing, slowly, the chat dropped me after the better part of an hour. I then tried to contact the company via phone. However, the agent insisted that I cancel the membership via my iphone...even though my iphone was not related to MY MOTHER'S account. Seeing that this was going nowhere, I concluded the call and contacted Digital River (the vendor charging my card) directly via the vendor information on my credit card site. They insisted that Fitbit were the only ones who could do that, contrary to what ****** had just said! Having concluded THAT phone call, I now disputed the charge via my credit card company directly. They put a hold on the card and disputed the billing charge. I was then contacted by Fitbit via email, essentially saying that, because I (or my mother) had not cancelled the account before the billing date, I was responsible for the $9.99/month charge. Despite constantly going back and forth trying to explain the situation AND cancel the account, ****** still insists that I owe them this month's charges...and I assume every month in perpetuity as they refuse to cancel the account.

  Business Response

  Date: 12/18/2023

  Hi,
  
  Thank you for bringing this matter into our attention, however, Fitbit is handling their own ***************** Therefore, any requests like cancellation, refund, etc. must be handled by their Department.
  
  Please reach out to them directly to follow up on your request through one of the following methods:
  
  Email: ******************
  URL: **************************
  
  Regards.

  Customer Answer

  Date: 12/20/2023

   I am rejecting this response because Fitbit continues to fail to cancel the account despite their assertion that such things are handled internally.  They are in fact handling nothing.

  As far as I am aware, my mother has already closed and deleted her account. The account was associated with MY credit card.  So, it is NOT connected to HER phone. And it is NOT on MY phone.

  What we have here is an UNCANCELLABLE ACCOUNT. Why this should be is beyond me. Fitbit seems to have no control over their internal billing functions.  

  I have blocked payment and DO NOT authorize further billing for a closed and deleted account.

  Fitbit needs to close this account. 

  Business Response

  Date: 12/21/2023

  Hi,
  
  Regretfully, your request falls outside our scope. Please contact *********************** for further assistance.
  
  Regards.
  

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Charged multiple times for a subscription I turned off, complained once before and they just play dumb. Hundred owed to me. As well as a version I bought before they decided to turn into a subscription business, they now they they dont have the purchase one file.

  Business Response

  Date: 10/03/2023

  Hi,
  
  We've confirmed that the charge you're seeing is for a renewal of your "Maxon One 1 Month." Your order number is ************. For help in cancelling or refunding the renewal, please contact Maxon Computer Customer Support through one of the following methods as they now handle their own Customer Service:
  
  Phone: **************
  Email: *****************
  Hours: 9:00am - 5:00pm PST
  
  Regards.
  

• Initial Complaint

  Date:06/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have never used this product. I have been declining PayPal payments but digital river has been charging me constantly rising costs since 2022. I cant contact them through any means. The charges still appear now every 6 months. I dont use this service and cant stop them from charging me. I cant get refund. Please close down this company and save all their victims from any more fraudulent charges

  Business Response

  Date: 06/20/2023

  Digital River does not produce or sell any products. Digital River provides order and payment processing service for our clients, many of whom sell subscription products with recurring charges.  Based on the email address the customer provided here, they are addressing subscriptions they have with the anti-virus publisher AVG.  Digital River does not provide customer service for AVG and is unable to assist with order support, refunds or cancellation requests.  Please contact AVG customer service, using the following URL, for assistance with those issue: ***********************

  
  If the charges referenced are not for AVG orders, please give Digital River a call and we can help you identify the orders and assist in finding the correct location to assist with ending subscriptions. Ph: ************

• Initial Complaint

  Date:05/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  2/6/2023 Manage DigitalRiver ** *** payments Transaction ID ***************** Seller info DigitalRiver ** *** ************ *********************************** Invoice ID ************ Purchase details DRI*AVG Technologies Order ************ $106.99 Total$106.99 There is no way to contact the company via phone or email. I do not use this product or service.

  Business Response

  Date: 05/30/2023

  Order ************ is for the *** product: *** Internet Security (Multi-Device).  It is an annual subscription that auto renews. While Digital River does provide *** with order processing and payment service, we do not provide customer service and are not able to assist with refunds.  *** does have a customer service team that is able to answer order related questions and take actions such as refund.  Please contact *** customer service for further assistance with your refund request using the following contact information:
  
  URL: ****************************;

• Initial Complaint

  Date:04/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  An 10 April 2023, I purchased the EaseFab Blu-ray ****** with a lifetime license. I have tried numerous combinations of various formats to rip a blu-ray disc to a hard disc and all have had an issue. Due to my hearing issue, sub-titles on movies are my main issue. I cannot get the sub-title to copy and play from a hard drive to my **. No problems in the past with DVD but blu-ray presents a problem and MKV, while making beautiful video copies, doesn't embed the sub-titles in such a manner as to make them visible on the ** when played from a hard disc.I also noticed when I downloaded the trial version that it was for Windows 10 - 64 bit but the program, after purchase, is a 32 bit. Not sure if that is a problem but I removed the original program and downloaded a new '64 bit' and it still shows 32 bit after installation. I forgot to mention that on 12 April, the software was unresponsive on over five occasions so I would have to use task manager to end the task and start again. On a couple of occasions, when I tried to copy the main film to the hard drive, it would appear to work but with no completion time or period shown and nothing was ever copied to the hard drive folder. This was before and after the re-installation of the software.I would like a refund of the $40.51 paid in accordance with the '90-Days Money Back Guarantee' advertised on the EaseFab website. I can provide the license number if that would be of assistance.I sent an email to EaseFeb and to Digital River without response on April 12th.

  Business Response

  Date: 04/27/2023

  We identified the order as order number 860291033.  A refund request has been submitted to the publisher of the software on the customer's behalf.  For further update's on the status of the refund please contact our customer service team at: (please reference the order number when you contact us)

  Email: *****************************************
  PH: ************

  Customer Answer

  Date: 05/03/2023

   Better Business Bureau:
  
  

  I have attempted to get through to you via email in response to your emails but was unsuccessful regarding complaint ******** filed 4/17/23. The business has contacted me via email and stated I would be refunded the full amount of my purchase. This satisfies any issues I have with digital river dba Mycommerce.com. Please close my complaint ID ******** as satisfied and no further issues to be resolved. Thanks to everyone involved.

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an amount of $83.21 on my debit card and it shows from DRI****. I contacted my bank because this isnt a charge I recognize. My bank credited the money back to my account and it shows that Digital River disputed the charge and charged it back to my account. After looking deeper into it, I see that I tried *** out on 12/16/22 and I cancelled it all the same day along with *** Driver Updater. I only see an email for the Updater being cancelled but it was all cancelled at the same time from the same dock page that I was on.It shows the order # associated with that was *************. I tried out the *** for maybe an hour before deciding not to continue with the free trial. Ive not logged in or tried to use it since. I chatted online to try and resolve with someone named ******* from *** ************** I have complete chat transcripts of every conversation with this "company". Original order #************* that should have been a cancellation for BOTH products as they were both trials on the same dock page. I get an email saying my trial was converted from trial to premium on Feb 15, 2023. Per conversation with *******, I cancelled any and all on December 16, 2022. He offered a %50 refund if I kept the products, I declined, asked for full refund, was told he "initiated a refund for your payment. You will be receiving an official confirmation email with all necessary details. Please note that the refund process can take up to a maximum of 5-7 business days. Here is the case number for your reference ********" Never received an email or refund. I finally get an email saying the chargeback needs to be lifted by my bank. My bank says there is nothing that needs to be done on their side and to work it out with Digital River. I had to cancel my debit card due to their actions, have explained it can't be refunded to same card, asked for paper check. They are telling me it will be *** now for a refund.

  Business Response

  Date: 04/06/2023

  Digital River does provide order and payment processing for AVG.  Digital River does not provide order support/customer service for AVG. Please work with AVG's customer service team to secure refund or have any questions answered.  AVG's customer service team can be contacted via the following:
  
  ***********************
  U.S. Phone support: ***************