Why was I charged $69.00 and change on 10/9/24 from nexway ultra?

[cackywalker]

I never logged onto Nexway Ultra and some how they got my card and charged me $69 dollars and change on 10/9/24.  I found this out buy a call from the fraud department of my credit card department.  I haven't received my Oct credit card statement.  I have not received any email conformation of this charge and why.   All I have received is a notice to renew my Kapersky standard application on my Mac laptop.  I spoke to customer service at ultra AV and he could not find any charge made and said that the switch from Kapersky to Ultra AV was free.  Why did I get this charge and how did they get my credit card number?  

[Flood and Flood's wife]

Hello @cackywalker, 

Welcome!

• Kaspersky, UAV, Will I be charged for UltraAV?: "If your previous renewal date fell between July and September 2024 or if you were billed monthly, you were not billed during that time frame. Your billing was delayed until October 2024. Once you are billed in October, you will resume a renewal cadence in accordance with your new bill date (e.g. If you were billed on 10/8/2024, your new 1 year will renewal date will be 10/8/2025)."
• Kaspersky, UAV, When did Kaspersky stop billing me for my service?: 
  Kaspersky stopped billing monthly and annual customers in June 2024. Billing with UltraAV resumed in October 2024.

*Unfortunately the Community cannot assist, the Community has no access to your private information, please log a request with ULTRA - https://support.ultrasecureav.com/hc/en-us/requests/new - & with Kaspersky Customer Service -  https://support.kaspersky.com/us/b2c/us#contacts -  fill in the template as shown below, provide them with a copy of the Kaspersky Standard email & any other supporting documents - they'll try to assist if they can:

• *Also - IF using Chat - ask the operator to email (you) a copy of the chat transcript *before* ending the chat - otherwise (you'll) have no record of the chat*

Thank you🙏
Flood🐳+🐋

Edited October 11 by Flood and Flood's wife
added links

[KarDip]

Hello @cackywalker

Okay it sounds like you're dealing with a potential unauthorized charge or a misunderstanding in billing. Here's a step-by-step approach to resolving the situation:

1. Verify with Your Credit Card Provider: Since the fraud department contacted you, they should have information about the source of the charge. Ask for details such as:

   • The exact name of the merchant that made the charge (sometimes slight variations in merchant names can clarify the source).
   • The specific time and date of the charge.
   • Ask whether this charge is classified as a subscription, purchase, or something else.

2. Kaspersky and Ultra AV Confusion: The notice you received about renewing Kaspersky could be linked to Ultra AV if they handle software for Kaspersky now. Since customer service at Ultra AV said the switch was free, the charge might be unrelated. However, it's worth confirming:

   • If Ultra AV or Nexway Ultra manages billing for Kaspersky products or services.
   • If the $69 charge is somehow associated with Kaspersky renewal, even though you received no confirmation email.

3. Check for Previous Accounts: Sometimes, companies obtain card information through previous transactions or subscription renewals. Even if you never logged into Nexway Ultra, see if:

   • You've purchased related software in the past that could be managed through Nexway Ultra (for example, digital software distributors sometimes handle billing for other software).
   • Any previous Kaspersky purchase or renewal used Nexway Ultra for processing.

4. Dispute the Charge: If you're unable to verify the charge, contact your credit card company again to formally dispute it. They can reverse the charge if it's unauthorized and assist with investigating how your card was obtained.

5. Update Security Measures: It’s a good idea to review your online accounts for any suspicious activity and possibly update your passwords or use two-factor authentication, particularly on accounts related to your Mac and any software like Kaspersky.

Also, monitor your future statements and email inbox for any unexpected activity. If needed, you could also contact Kaspersky directly to confirm whether Nexway Ultra or Ultra AV has any relationship to their renewal system.

Continued below.

To dispute a charge on your credit card, follow these steps:

1. Contact Your Credit Card Issuer

• Call the number on the back of your credit card: Explain to the representative that you want to dispute a charge. Since you were already contacted by their fraud department, they might have additional information ready for you.
• Provide details of the charge: Be sure to mention:
  • The amount ($69 and change).
  • The date of the charge (10/9/2024).
  • The merchant name as it appears on your account (Nexway Ultra or something similar).

2. Explain the Situation

Clearly explain to the representative that:

• You never authorized or logged into Nexway Ultra.
• You have no record of any transaction with them (no email confirmation, no statements).
• You have already contacted Ultra AV’s customer service, who could not find any charge associated with your card.

3. Formally Dispute the Charge

Request that they dispute the charge on your behalf. Your card issuer will typically:

• Place a temporary credit on your account while they investigate.
• Begin the dispute process, during which they may contact the merchant to resolve the issue.
• They might also ask for documentation or further details.

4. Follow Up with Documentation (if requested)

If the credit card company asks for any written dispute or supporting documents, follow their instructions. You might need to submit:

• A written dispute form (they will provide this if needed).
• Copies of any communications you've had with Ultra AV or Nexway.
• Your description of the events (you can use what you’ve already shared here).

5. Monitor Your Account

• Keep an eye on your credit card account for updates on the dispute.
• The investigation process can take several weeks, so be patient, but follow up if necessary.

6. Change Your Card (Optional)

Depending on the outcome of the investigation or your credit card company’s advice, you may consider requesting a new card number to prevent further unauthorized charges.

Once the investigation is complete, you’ll be notified of the outcome, and either the charge will be removed permanently or additional steps will be outlined if further action is needed.

Hope this helps you resolve this billing issue.

Thank you

[CLEsports]

I'm going to keep a close eye on my credit card as well for this very reason