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:03/30/2025

  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.

  I am not able to cancel my antivirus subscription renewal for May 2025 in my Bitdefender account and I cannot reach customer service to assist.

  Customer Answer

  Date: 03/30/2025

  Hello.

  Bitdefender informed me this morning that my antivirus auto-renewal was cancelled.

  Thank you for all your help!

  This case has been resolved.

  ***** *****

• Initial Complaint

  Date:03/07/2025

  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 am a relatively new customer of **********************. I had added a temporary free subscription to Bitdefender SecurePass because I seek greater security of my login information. However, today I discovered that it is Not Set Up as the attached PDF will confirm. I don't really understand how that can be true if there is an Expiration Date of May 11, 2025. Is there something that I must do that I may not have already done? I have found instructions about installing on Android but not on Windows 11. 95% of my online activities are on my Windows 11 laptop. I may need some instructions if there is more that I need to do, but it seems that obtaining instructions and/or explanations is ancient history these days, and I am not referring to Bitdefender only when I say that. I earned my living as a technical writer for 22 years and most of my work involved writing instructions for new users; the fact that I experience over and over situations in which it practically takes a court hearing to get instructions, and it makes me think that my old profession no longer exists. I am well past retirement, but I am definitely still very active as a published writer in three languages, and security is of highest importance for that reason.

  Business Response

  Date: 03/17/2025

  Dear *******,
  
  Thank you for bringing this situation to our attention.
  
  The activation of a Bitdefender subscription, whether it is a trial, in your case, or a paid subscription, is only the first step, which makes the product available in your Bitdefender Central account for installation. However, in order to be used, any Bitdefender product also needs to be installed and/or configured.
  
  Thus, to use Bitdefender SecurePass, you will need to install the browser extension (on Windows and Mac)or the SecurePass app (on Android and iOS) and then go through a few simple configuration steps.
  
  You will find all the necessary instructions in the following articles from the support section of our website:
  
  How to Install and Set Up Bitdefender SecurePass on Windows and macOS
  How to Install and Set Up Bitdefender SecurePass on Android
  How to Install and Set Up Bitdefender SecurePass on iOS

• Initial Complaint

  Date:02/12/2025

  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.

  I am respectfully requesting a refund for the amount of $62.30 for charges withdrawn from my checking account on 1/17/25. This was for Bitdefender subscription for a laptops I no longer have. Feel free to check your records indicate my service started 1/18/24 for a 1 year coverage of Bitdefender. Im am sure your records show I have not downloaded the software for 2025 and have not received any product from your company. Feel free to contact me with any questions.I understand your written policy on your website regarding refunds states I have 30 days after renewal date 1/18/25; this request has been submitted 2/2/2025.Thank you, **** ******* Todays date is 2/7/25; I am becoming increasingly frustrated with your lack of customer service. I checked my bank balance and I still have not been credited the fee of $62.30 you deducted on 1/17/25. I have not downloaded your software on any of my devices as your data records indicate. I am clearly within the 30 days from 1/18/25 for a refund. No one has contacted me with the status of the refund as of this date. I am again asking for an immediate credit to my account for the amount of $62.30 for a product I never received.**** ******* Todays date is 2/12/2025. I have yet to hear any response regarding my refund in the amount of $62.30 for charges on a service that I did not receive.Please take immediate action.**** *******

  Business Response

  Date: 02/19/2025

  Dear *** *******,

  
  

  Thank you for your reply.

  
  

  I have identified the order and as requested, your purchase under order number 248206776  is now fully refunded. Depending on the issuing party, you will see the amount of ***** USD back in your account in up to 7 working days.

  
  

  Please note that if the money were taken directly from your bank account, it might take longer than that depending on your bank/based on the end result of the dispute.

  
  

  Also, the automatic renewal for your subscription has been cancelled.

  
  

  To provide context to why this happened, the order has been automatically renewed because you enabled the automatic renewal option at your first purchase via our website.
  
  The auto-renewal option is enabled by default when purchasing so as not to compromise device security and allows you to retain protection when the Bitdefender subscription expires conveniently. At the same time, it is a widespread option in the antivirus industry and has been implemented as a result of customer requests.
  
  However, we understand that some users do not want this option to be active, and that's why we provide our customers with many ways to disable it:
  
  -following automated notification
  -by contacting the support team at anytime
  
  Also, we try to ensure maximum transparency on the auto-renewal process, both through the information available at the time of purchase and through an email notification 30 days before the renewal is performed. It is always the client's decision if he wants to keep the auto-renewal on or off. However, if within one year of the initial purchase the customer does not manually deactivate or does not contact us to disable it, it is reasonable to consider that the customer agrees to the auto-renewal.

  
  

  Thank you once again and please do not hesitate to contact us in case further queries arise.

  
  

  Have a beautiful day ahead!

  
  

  Kind regards,

  Marius D

  Commercial Support Representative

  Customer Answer

  Date: 03/03/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/22/2025

  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.

  I attemoted the cancel the renewal of my subscription, but I was still charged. Their customer service is only offering a partial refund. Would like a full refund.

  Business Response

  Date: 02/06/2025

  The refund was processed on  23rd Jan

  Customer Answer

  Date: 02/06/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/12/2025

  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 Bitdefender Family Pack (Unlimited Devices) a while back. My current subscription just expired and while attempting to activate the new package, I noticed the system was limiting my devices to 15. I reached out to customer service about the issue only to be informed that it was a retailer issue which sounded odd because the retailer neither produced the software nor the subscription certificate. A company that claims to protect customers from ******** is trying to Scam me by not standing by their product as stated on the package and on the Subscription Certificate. My Subscription Certificate is valid and has never been activated which makes this situation alarming.

  Business Response

  Date: 01/27/2025

  The client complained about not being able to upgrade a product that is no longer part of our portfolio, the Unlimited Family Pack subscription. 
  
  Our last reply was sent 3 days ago, offering an alternative solution.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22800609
  
  I am rejecting this response because:

  1. Your solution does not fully cover the number of devices in my household.

  2. Due to the unhelpful response from the first 2 agents I dealt with, I am now using a different program and would prefer a solution in the form of activation codes to be used when my current program expires.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/17/2024

  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.

  I purchased BitDefender Total Security for 5 devices, and even renewed it recently. Then I realized that it constantly turned itself off. Tech support revealed that it is incompatible with the reliable and highly rated product ******* that I recently installed, so I asked them to cancel my renewal as, by their own admission, it simply wont work. After several emails to give them ridiculous amounts of required information, they declined my refund because they couldnt verify it was my account. When i threatened to report them, they said they indeed found my account from the order number (duh!) but it was too late to cancel my annual renewal subscription. I dont know if the product actually works, but their refund system is a total scam.

  Business Response

  Date: 12/31/2024

  The refund was processed on 18th Dec 2024

  Customer Answer

  Date: 01/02/2025

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:12/08/2024

  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.

  On December 6, 2024, I requested a refund of my auto renewal and cancellation for Bitdefender Total Security and VPN. Unfortunately, I have been given the run around regarding my request for a full refund and to cancel services before my renewal date which is December 8, 2024.The last customer service representative I spoke with today, December 7, 2024, at approximately 11:08pm Eastern Standard Time, named Rares L. was rude and disrespectful.The customer retention representative named ****** *., who sent me an email earlier today at 4:46 AM Eastern Standard Time, tried to charge me $105.77 Bitdefender. He vanished and never responded to my email when I showed him I can get Bitdefender for $******** shocked and disappointed in the poor level of customer service I am receiving regarding my refund. I never would expect this type of behavior from a company like this.

  Business Response

  Date: 12/23/2024

  We have already contacted the customer about the processed refund 15 days ago.

  Customer Answer

  Date: 01/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I did receive my refund on 12/08/2024. I had to contact the Better Business Bureau because Bitdefender was not willing, initially, to refund my money as requested on 12/06/2024. Instead, I was routed to a customer retention specialist named ******* *., then to ****** *. and then to the rude customer service agent ************ is there so many hoops to jump through when you want to cancel service!? It doesn't make any sense.

  If a customer requests to cancel service and requests a refund they shouldn't be rerouted like this. Its like you're stalling to give the refund. 

  
  Sincerely,
  
  ***** *.

• Initial Complaint

  Date:11/28/2024

  Type:Order 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.

  My complaint is in regards to the company BitDefender who uses a predatory auto-renewal policy. There auto-renewal policy is automatically enacted without an option to opt out at time of purchase, and their stated process for cancellation is incorrect and purposely abstract to discourage people from opting out.

  Business Response

  Date: 12/16/2024

  Please note that we contacted the customer on 2nd Dec 2024 with the following email:
  
  "Dear ******,
  
  Thank you for reaching us.
  
  Before anything else, please accept my apologies for our late reply, it was by no means intended. We are currently receiving a higher number of requests than usual and it takes longer for us to reply. I can assure you of my full availability from now on.
  
  I truly regret to hear of your unsatisfactory experience with our automatic renewal feature and hope you will accept my sincerest apologies for the inconvenience it might have caused
  
  
  The auto-renewal option is enabled by default when purchasing so as not to compromise device security and allows you to retain protection when the Bitdefender subscription expires conveniently. At the same time, it is a widespread option in the antivirus industry and has been implemented as a result of customer requests.
  
  However, we understand that some users do not want this option to be active, and that's why we provide our customers with many ways to disable it:
  
  -following automated notification
  
  -by contacting the support team at anytime
  -from the 2Checkout account
  -from the Central account(if the account is created with the same email address used to purchased from our website)
  
  
  
  The automatic renewal comes per individual subscription and not for the entire account and you will need to disable it for each purchased Bitdefender subscription from **************************** by either by contacting us or by following the steps in this article: *******************************************************************
  
  Also, we try to ensure maximum transparency on the auto-renewal process, both through the information available at the time of purchase and through an email notification sent to the email address used to place the initial order before the renewal is performed. It is always the client's decision if he wants to keep the auto-renewal on or off. However, if within one year of the initial purchase the customer does not manually deactivate or does not contact us to disable it, it is reasonable to consider that the customer agrees to the auto-renewal.
  
  
  I would like to confirm that at your request the Automatic Renewal for Bitdefender Total Security   order no. ********* has been canceled. The product will expire on 2025/11/29 and close to that date,you will receive a reminder regarding the expiration date.
  
  ******, thank you for your patience, please do not hesitate to get back to me should you need further help, I will be more than happy to assist you.
  
  Have a nice day!"
  
  Thank you.

• Initial Complaint

  Date:11/15/2024

  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.

  *********. Received an invoice out of the blue for $284.91. No idea what it was for. called and was told *****************. Havent had a computer in several years. Allowed me to cancel (within 24 hrs!) but charged $80 to cancel. Guy (****) just called me back to warn me other agents may call me and not to talk to them. Sounds very sketchy to me.

  Business Response

  Date: 12/02/2024

  We tried multiple options using the complaint details but no account was found.
  
  The customer mentioned receiving an invoice. If that is the case,the invoice should contain the email address associated with the account, the order number, and the product's name.
  
  We can use those details to identify the account but bear in mind that many scammers tried to trick non-Bitdefender customers using fake invoices for fake products and different amounts.
  
   Unfortunately, the amount mentioned is not associated with any of the home products we have in our portfolio but maybe the invoice is for a business product.  Either way, the invoice details will help us know for sure.

  Customer Answer

  Date: 12/02/2024

  Invoice INV202411-1570

  Due date November 15, 2024

  Invoice amount $284.91

  Funny thing is, thinking it might be a scammer, I looked up the company phone number and it was the same so thought it must be legit.  So I can only presume that someone within the company was the culprit. Doubt his name was really ****. Mystery. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22561838
  
  I am rejecting this response because:

  Invoice INV202411-1570

  Due date November 15, 2024

  Invoice amount $284.91

  Funny thing is, thinking it might be a scammer, I looked up the company phone number and it was the same so thought it must be legit.  So I can only presume that someone within the company was the culprit. Doubt his name was really ****. Mystery.
  

  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/13/2024

  Dear *****,
  
  Thank you for the additional details provided in your comment on the Better Business Bureau platform.
  
  Based on your description of the events, it is likely that you were targeted by a scam exploiting our company's name.
  
  After carefully reviewing our records, we found no purchase or account associated with your email address, ******************* nor any invoices issued in your name. Moreover, even if an account or purchase were present, please be assured that Bitdefender would never request additional payment to process a refund. We also confirm that no individual named **** is employed by Bitdefender.
  
  If you have already paid the $80 requested by this individual, we recommend contacting your bank immediately to dispute the payment. Additionally, we encourage you to report this incident to the authorities ***** ********************, FTC: ****************************).
  
  For more guidance on handling scams, please refer to the articles linked below:
  Beware of Scammers Pretending to be Bitdefender Support
  What is Phishing? Recognize, report & avoid Phishing Scams
  What are Tech Support Scams?
  
  You can also use Scamio,our free AI-powered scam detector chatbot, to verify whether a text, email,social media message, link, or even QR code you received is safe or potentially a scam attempt:
  
  **********************************************************
  
  We understand how distressing this situation must be and we regret that you had to go through such an unfortunate experience.
  
  We remain at your disposal if there is any other way we can assist.
  
  Stay safe and take care!

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22561838
  
  This matter has been resolved by the bank.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/15/2024

  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.

  I had cancelled my bitdefender account quite awhile ago, however an auto renewal still went through, kinda shady to allow a cancelled account to auto renew, it is more than apparent I did not want that or I would not have cancelled the account right ?These guys refuse to listen, and think it is ok to charge me while the account is cancelled meaning I cannot even use the product as it requires a log in, and the account is cancelled.

  Customer Answer

  Date: 11/15/2024

  They just refunded me now after 2 days of playing games, After I told them I was contacting the bank and BBB