Hello,
I contacted my banks which were debited by ESET.
As peteyt wrote, although the amounts have been taken from my accounts, they have not yet been definitively "validated" because they are awaiting a response from ESET.
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In summary:
I am French, I live in Japan and some years ago, I bought on-line an ESET product license via the ESET official website, probably in the default language, English.
My ESET Internet Security is installed by default in French, your notification mails are in English, and for several years, I have always renewed my license in Japanese yen.
For the renewal of my ESET Internet Security license which was about to expire, I received an e-mail from your service informing me that my automatic payment had been refused.
So I followed the proposed link "RENEW YOUR LICENSE" to be able to make an online payment.
Having been satisfied with ESET antivirus for several years, I wanted to extend my renewal for not one, but two years.
A first attempt failed with the message "Payment was declined" for reasons "Entered the wrong credit/debit card details.・Exceeded your credit limit on your credit card.・Insufficient funds on your debit card."
All my bank accounts being supplied, I wanted to pay via a different bank, but I was refused a second then a third time by the same message.
Despite my refused online order, the three amounts were debited from my bank accounts.
In fact, I paid three times for a license renewal that I did not receive.
I thought I was doing the right thing by contacting the local Japanese customer service, but it could not help me because my account data was unknown.
Therefore, by clicking on the Help button of my anti-virus software, I had to contact the French customer service who can not help me.
I ended up contacting the North American service who replied that I had to join the distributor from whom I originally purchased.
I purchased an ESET product via the official ESET website, i.e. an online purchase, I was billed in US dollars and debited in yen, so what department should I contact, if it is neither Japanese, nor French, nor North American?
That of aliens, or does anyone at ESET know?
Meanwhile, on my license expiration day, ESET charged me again this time automatically, much to my dismay, and sent the invoice to an old email box, again much to my dismay. ESET, what's the heck?
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After contacting French customer service, I received an ESET questionnaire regarding the quality of technical support.
It was still too early, but today I would add to my answer:
I've been an ESET customer for years, and I've rarely encountered such a mess anywhere else.
I've been an ESET customer for years, and none of the three services I contacted tried to fix my problem after just one indifferent response email.
I've been an ESET customer for years, and it was me who had to spend my time finding the solution to a problem that was your fault.
Finally, I have been an ESET customer for years, and while I was mistakenly debited 3 times almost $75, no one seems in a hurry for my refunds almost two weeks later, except to make a direct debit for a order different from the one I originally made.
Rarely have I been so disappointed with a company I have ordered from, and clearly I will not be recommending an ESET product from now on.
Thanks to Marco and peteyt though 😉