Complaints

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:05/23/2022

  Type:Billing 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.

  Here is the email I sent Thursday, May 12, 2022 at 9:00 AM: Hello. My name is ***************. I became involved with Hetman Software late last year, December 25, during a time when my computer had crashed four days prior. Since my Google Chrome Tabs Outliner became temporarily unreliable, your company seemed like a good option to me. Your program Hetman Internet Spy has been a great help to me in revisiting web pages. However, the discs that you promised and I paid for with the help of my mother, *******, have not arrived. Since you have had almost five months to deliver them, I am requesting a refund. I sincerely hope that other customers do not have to go through this experience. I was promised "priority support." At issue are: Partition DVD for Hetman Internet Spy - 1 item(s) - 27.45 USD Spy DVD for Hetman Internet Spy - 1 item(s) - 27.45 USD We are owed $54.90. I am attaching my PayPro Global invoice. I surmise that you have shipping records to indicate that what I am saying is true. I apologize for the delay in mentioning this problem, but do not want to be taken advantage of financially. I have long-term unemployment, hence no personal income. We are living on a fixed pension. An oversight like this should not repeated. An apology and explanation would be in order. I do not understand what has gone wrong here. Suffice to say, I am disappointed with the overall experience, though it has not been without some merit on your part. Regards, ******* and *************** They have my invoice and so will you. They will not return my email in a timely fashion. Also their phone number does not work: USA: ******************. Instead of getting a recording or a live person, I get a high-pitched modem tone. I paid for priority support and the company's billing does not measure up to this. So there could be false advertising as well. Yes indeed, it's time for some accountability. I regret that it has come to this.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/05/24) */ Contact Name and Title: *************** Contact Email:****************************** Dear ************, Sorry for the delay in resolving your issue. It has been submitted to the company's support team and will be resolved shortly. Best regards, *************** support team Website: ****************** E-mail:****************************** Consumer Response /* (2000, 7, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Involving the BBB led to this matter being resolved promptly and swiftly. I accept that *************** is now operating in good faith, although the company was difficult to contact. I will be monitoring my mother's credit card account for the refund. Thank you for your assistance in this matter.