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:03/29/2023

  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.

  Digital River, *** has been charging me an automatic monthly payment for many years now. The payment is being processed in their words, for their customer Avid Technologies. Every month they charge me $43.43 and this goes back so many years that my credit card statements aren't available. At many intervals I have contacted them to try and cancel this unused and unwanted subscription and I'm told every time that I need to contact Avid Technologies and that they "just process the payment." at this time they direct me back to Avid. A company that I cannot speak with on the phone and a company that just runs me in circles and never resolves the cancellation. It is purposefully impossible to cancel and Digital River is attempting to take no accountability for their customer. ********************** is the company that is showing on my **************** Statement. They are the company that is collecting the funds. They cannot just throw up their hands when they have a customer that they are aiding and abetting theft. At this point I am requesting 1.) Immediate cancelation of the recurring charges of $43.43. 2.) Three years of refunds. They have been charging me for longer, but I feel a fair compromise based on that was the time I started to become more engaged in cancellation. That refund amount will be $1,563.48. I already know they will attempt to respond that they are just the payment company, but they are the entity that is charging me every month for a product I don't access and don't want to access and they are the one responsible for the customers they service.

  Business Response

  Date: 04/04/2023

  Digital River provides payment and order processing for Avid Technology.  Digital River does not provide customer service or order support for Avid Technology.  Avid has their own team that perform customer service and they are the team that would be able to assist the customer with refund or answer any questions they may have.  Please contact ****'s customer service team at the following for assistance with any issues:

  
  **********************************************;
  ******************************************************

  Customer Answer

  Date: 04/04/2023

   I am rejecting this response because:
  
  Digital River is complicit in fraud by operating in this exact manner that was expected after spending years contacting Digital River for assistance, as I couldnt reach AVID and Digital River continued to charge me monthly with zero assistance.  

• Initial Complaint

  Date:03/07/2023

  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.

  I am writing to express my frustration regarding my recent transaction made on February 24, 2022, with order number *************. I purchased Dragon software and equipment through the Nuance store. I have received the invoice for the purchase, and noticed that my credit card has been charged for the amount of $715.53 I am a student and I require proof of payment such as a receipt for reimbursement by my school.I have reached out to the Nuance store multiple times and have been told by several representatives that they can only provide an invoice. I also contacted Digital River, but they said the same thing. However, a proof of payment is not the same as an invoice; they are two separate documents.A receipt contains the following information: confirmation of payment in full, date of payment, products purchased, and method of payment. I require A PROOF OF PAYMENT, such as a RECEIPT or CONFIRMATION OF PAYMENT an invoice and credit card statement is not an acceptable form of proof of payment.I have never in my life purchased a product and never been provided with a proof of payment such as a receipt. I find it concerning that this information is not readily available, and I feel frustrated by the lack of support and assistance.

  Business Response

  Date: 03/15/2023

  An order confirmation email has been sent to the customer's email address listed on the order three times.   The order confirmation contains purchase information. The invoice can also be downloaded, if desired.  Alternative forms of documentation are not available.

• Initial Complaint

  Date:01/24/2023

  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.

  unauthorized subscription charged to me from this company I did know this company existed before today I did not order from them or Norton or anything they claim they claim to represent About the case you submitted We recently received your unauthorized activity case submission. Thank you for alerting us to this possible unauthorized activity. We'll review your case and then get back to you within 12 days or less.Here are the details of the one or more transactions you didn't recognize or had issues with:Transaction ID: 7L191176R1573661L Transaction amount: $21.64 USD Recipient email: *****************************************

  Business Response

  Date: 01/26/2023

  We have located the order number ************ using the customer's information.  It is an auto-renewal of Trend Micro product Cleaner One Pro.  While Digital River provides order and payment processing for Trend Micro, we do not provide order support.  Trend Micro has their own team that provides that service and they will be able to answer questions and resolve refund or cancellation requests.   Please contact the Trend Micro customer service team via the following: 
  Phone: **************, Hours: Mon-Fri 5:00 AM - 5:00 PM PST
  Email URL: ***********************************************************************************
  Chat: ************************************************

  Customer Answer

  Date: 01/26/2023

   I am rejecting this response because:
    I did not renew dont bill me
  
  

• Initial Complaint

  Date:01/17/2023

  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.

  Our Avast software updated automatically at a cost of $77.99 on approximately 10-23-22 through the company DigRiv North ************* a Digital River Company. We felt this cost is exorbitant for this product, and requested to cancel the software and to get a refund in early November 2022 through their software link. According to the company terms, we had 30 days to cancel and get a full refund. The new subscription was not expiring until 11-22-22. The refund did not happen, so we sent a dispute to our CC company. CC company investigated, and Digital River stated the refund had been given, but to this day it still has not shown up on our credit card as a credit from Digital River! We have uninstalled the software as of November 2022, and have sent several requests to cancel and refund through the site given on the renewal information email, but to date still no refund of cost! We want a credit to our credit card in the amount of $77.99! The order # we were given from DigRiv is ************. Thank you. ****** & *************************

  Business Response

  Date: 01/19/2023

  While Digital River does provide order and payment processing for Avast we do not provide customer service for them and are unable to be involved in taking actions against an order.  To secure a refund please contact Avast and they will be able to assist and answer any questions as well. Here is their contact information:

  
  URL: ******************************;
  Call toll-free to request a refund: ***************
  
  Optional Phone: US/******: ************ 

• Initial Complaint

  Date:12/28/2022

  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.

  12/22/22 Transaction Date paid$47.96. A program to Restore my IPad, after several attempts the program did not restore. After several text emails, and this company giving ways to restore all attempts failed, they suggested I take IPad to APPLE. There was no longer use for this product requested a refund. They offered 30% off another product , this program had 30 day refund policy Invoice number *********. Refund ticket numberTID21111103

  Business Response

  Date: 01/03/2023

  Our records show the order being refunded on 12/28/22.  It can take up to 7 business days for processing, both on our side and the bank's side. If you do not see the funds in your account after 7 business days have elapsed please contact our customer service team for investigation.  
  Ph: **************
  

  Customer Answer

  Date: 01/03/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/28/2022

  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.

  Avast has not returned my money for over a month after my request.On November 18, I applied to Avast with a request to return to me the balance of funds debited from my account, since I was able to return the main part through the PayPal payment service. To which ***** told me that they could not do this because the balance of funds was frozen by PayPal. Of course, I immediately contacted PayPal with this question and received an official response from them-"I can confirm that the remaining amount has been credited to seller's PayPal account. There is no restriction or limitation placed on this money. Seller do have the ability to refund the remaining money and we do not have any signed document to provide you. You can absolutely share the screenshot of this chat conversation with the seller.I can assure that the remaining amount of $23.88 USD posted to seller's PayPal account and they can absolutely refund this money back to you. Please know that though dispute case is filed, seller still be able to refund the funds back to you and this information is for your future reference."After that, the company's customer service representative assured me that the problem would be resolved within 3-5 business days. Unfortunately, this did not happen. After that, I wrote to Avast support many times (in total I wrote 10 requests!) with the same question and received standard replies about 3-5 business days after which nothing happened either. At the moment, more than a month has passed since I first applied to Avast with a request to return my money to me, but unfortunately Avast is apparently not going to do this.

  Business Response

  Date: 01/03/2023

  While Digital River does provide order and payment processing for Avast, we do not provide their customer service or technical support.  Please continue to work with Avast's customer service team to secure a refund of the order.  Please use the contact information below to work with Avast.  

  Phone: ************
  URL: *************************

  Customer Answer

  Date: 01/03/2023

   I am rejecting this response because:
  Avast constantly refers to you as its distributor and tells me that it cannot get a response from you, for example in the following email:

  "

  Checking on the system, I see that a refund request has been raised to our distributor. We received their response stating currently order number ************ Avast Premium Security has been disputed, which has blocked them from processing a refund. To correct this issue, please contact PayPal and request that they remove the dispute. Once the dispute is removed, please let us know by replying to this email. 

   

  "

   

  I already reported the official response from Paypal and they officially announce that there are no restrictions on the balance of my payment. And your company is listed on my invoice, so I am contacting you.

  
  

  Business Response

  Date: 01/04/2023

  Please continue to work with Avast customer service to receive any updates about your refund request.  Digital River does not provide customer service for Avast and is not able to assist. 

  Their contact information is: 
  
  Phone: ************
  URL: *************************

  Customer Answer

  Date: 01/05/2023

   ? ???????? ???? ?????, ?????? ???:
  
  Why do you accept payments in this case? it clearly says on my bill -

  "

  Merchant of Record:

  DigRiv North America, Inc.

  10380 **************
  **********
  ** 55343

  "

  So I apply exactly to the company that accepted my payment. Moreover, the Avast support service claims that it is you who do not return the money, saying that they are allegedly frozen.

   

  
  

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair 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.

  Invoice # ************* On August 27, 2022; I purchased a subscription for antivirus protection from Avast and paid $35.88.2 weeks later the Secure Browser *** stopped working. I did everything I could think of to reactivate it. In late November 2022; my computer was destroyed by a virus. I purchased a new pc and installed my existing Avast antivirus software. Still, the Secure Browser *** was not working. After allowing technical support rep remote access to my pc; still no fix or explanation as to why the *** browser did not work. There were no indications that the browser was in any way temporary. After the second "remote access" session, I noticed my new pc appeared to be compromised.When I say I do not trust 'Avast', I'm saying that I am also filing reports with the *** and the *** because Avast appears to be located in a mysterious "Slovic" country, which I did not find out until after the second remote session.

  Business Response

  Date: 01/03/2023

  Digital River is unable to assist with customer service situations with Avast as we do not provide their customer service or order support.  Please contact the Avast customer service team and they will be able to answer any questions regarding the product and take any necessary actions, such as refunds or order cancellations.  Contact information for Avast customer service is as follows:

  URL: *************************
  Phone: ************

  Customer Answer

  Date: 01/04/2023

   I am rejecting this response because: I contacted ****************** with Avast and all I ever got was those to individuals that wanted remote access to my computer. there is no phone number for Avast customer service that I am aware of. I did make it plain in at least one interaction with their website, that I wanted a refund as my pc was shredded with viruses while Avast was installed and allegedly fighting attacks on my pc. If you can provide an phone number and a name, Ill try again.
  
  
  

  Business Response

  Date: 01/04/2023

  Digital River is not able to assist with customer support as we do not provide that service for Avast.  If a refund or any other action is desired you will have to contact Avast's customer service team.  The contact information we have for them is as follows:
  
  URL: *************************
  Call toll-free to request a refund: ***************
  
  Optional Phone: US/******: ************

  Customer Answer

  Date: 01/05/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:11/16/2022

  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.

  Merchant Digital River GBP GMBH Nov 11, 2022 17:36:04 PST Charged my PayPal account $45.95 I have no idea what this is for, whatever it is for I do NOT want it. Go to their website to do a refund or cancel and neither page is working. https://www.digitalriver.com/shopper-support/ See our Refunds and Cancellations section. "This page isnt working"

  Business Response

  Date: 11/17/2022

  We are not able to identify the order the customer is referring to with the information provided. We recommend they log into their PayPal account and an invoice number should be provided by PayPal that should allow us to identify the order.  Alternatively, please give our customer service team a call at ************ and they can help identify the order. 

• Initial Complaint

  Date:09/26/2022

  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.

  Digital River, Inc. was used to charge me $99.99 for a Kaspersky subscription after I had already cancelled the Kaspersky subscription and deleted the account.

  Business Response

  Date: 10/07/2022

  According to our records the order was refunded on Sept. 27, 2022, by **********   The customer should have their money back by now as total processing time for refunds is typically 5-7 business days, depending on how fast their bank's processes are.  

  If any questions remain about the charge, refund or other, please continue to contact Kaspersky for assistance as Digital River is not involved in customer support of ********* orders and unable to take any actions.  For reference, *********'s Support contact info is noted below: 

  URL: https://support.kaspersky.com/sales

  Tele: *************: **************

• Initial Complaint

  Date:09/09/2022

  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.

  A $32.76 auto renewal fee was deducted fraudulently as I had previously formally informed the software developer (*********) that I will not have any more involvement with their company due to documented security concerns. Digital River as a reseller should not be selling products that were clearly cancelled/discontinued through the product originator. ** disappointed that Digital River would continue to represent a company that poses a national security concern. I want my $32.76 refunded.

  Business Response

  Date: 09/14/2022

  Digital River does not perform customer service or order support for ********* and are not able to assist in this matter.  Please contact *********'s customer service team at the information below and they will be able to assist with a refund or any other questions that *** come up.  

  URL: https://support.kaspersky.com/sales
  Phone: *************: **************

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because: Digital River needs to refund the money they claimed from my family on behalf of *********; ********* was informed to halt all services some time ago.  As a consumer I should not be held liable for the lack of communication between Digital River and Kaspersky.  Would Digital River continue to charge for a terminated service when I have formally informed them of the dispute and of my desire to stop any form of payment?  Digital River's response is essentially to take it up the issue with *********; presumptively during this interaction period they're collecting their service fee at the consumer's detriment. What business entity does not respect the formalized, reasonable and readily implementable wishes of the consumer?  I'm requesting that Digital River confirm that it will stop all payments to Kaspersky.
  
  
  

  Business Response

  Date: 09/16/2022

  As noted previously, please contact ********* with a refund request.  Digital River does not provide customer service for ********* and are not able to ************* requests.  The only entity able to initiate refunds is **********  *********'s contact information follows: 

  URL: https://support.kaspersky.com/sales
  Phone: *************: **************