ComplaintsforBitdefender, Inc.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January and February 2024 Bit Defender auto billed me for the renewal of two products but I have no recollection of ordering a second product. Because of an email change I am no longer able to access the original order placed with this vendor to verify what I ordered. And both methods of turning off auto renewal seem to require the use of this old email address. Please add my complaint to the long list of similar complaints with the BBB about Bit Defender's auto renewal process.

  Business response

  03/13/2024

  We have contacted the customer to better explain the history of his subscriptions and auto-renewals and to offer him the desired refund.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested a refund on the same day as the purchase went through because I was dissatisfied with the service, but customer support refused to honor the money back guarantee and instead only offered a discount. They will lie and trick you for money, be very careful!

  Business response

  03/20/2024

  The customer contacted us with a refund request, but initially,his request was handled by the retention & loyalty team, and they offered him a good offer to remain a customer.
  
  The customer refused the offer and the refund was initiated and processed almost 2 weeks ago.

  Customer response

  03/21/2024

   
  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.
  

  However, I would like to clarify that I filed this complaint before the refund was offered. The retention team mentioned in the business response presented the discount offers as my only option after I had already specifically requested a discount. The business quite clearly tried to mislead me in order to avoid issuing a refund and only relented because I ignored their options and reiterated my original request.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So as stated in a email I sent them I want a refund on my bitdefender security specifically netgear armor, As I am moving out of this house in the next couple of months. I provided the reference netgear told me to give as apparently as netgear support says "You bought this through bit defender so you have to go through bit defender" When in actuality I did not buy it through bitdefender I bought it how netgear told me to buy it. Still no response I am being left on gray. I just want my money back without having to cause any more issues is that so much to ask? Apparently it is even though they have a 30 day money back guaranteed. Also I will provide the info they said to give here too.Contract Type: Armor Security - 1 Year Contract ID: ******** Contract Start Date: 3/4/2023 Contract End Date: 3/3/2025 Transaction Id: ********* Data Source: BitDefender

  Business response

  03/08/2024

  The customer has a Netgear subscription purchased through Bitdefender (2Checkout online shop). This subscription was auto-renewed this March. We already initiated the refund and informed the customer.

  Customer response

  03/08/2024

   
  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. Especially because they were fairly quick to respond to me unlike netgear.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was billed one year ago for continuing services I did not use and did not want.I contacted the company and agreed to pay a discounted amount after realizing a refund was unlikely to be easy. I was assured they would not bill me again and mysubscription would be discontinued.I received an email a week ago saying that my debit card had expired.I thought good -they cant charge me.They were able to bypass the expired card and charged$107.24, which seems to encompass their normal charge And the amount discounted last year .I have not utilized their products for 2 years.I was forced to file a dispute with my bank and cancel my debit card today.Company does not deserve an A rating, except for being outstanding at predatory practices.

  Business response

  02/20/2024

  The customer did, indeed, contact us last year regarding a refund.However, he accepted an alternative offer from our support team, to keep the service for a discounted price by receiving a partial refund. At no point during last years interaction did he request disabling auto-renewal, otherwise our support would have been happy to assist him with this aspect as well.
  We identified the customers request for a refund for this years renewal,processed the refund and informed him, also including the clarification above.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about 1/18/24, billed for another year of service. Bitdefender used a cancelled debit card number to obtain payment from my credit union. I had no opportunity to decline service. When presented with my request for refund, they kept trying to have me stay with the program offering reduced fees. I stated several times via email that I wanted a full refund and cancellation of the program.

  Business response

  01/31/2024

  In this case, the customers subscription was auto-renewed and the amount was deducted from the credit card used for the initial purchase. The customer contacted us to receive a refund,but initially, his message was handled by the retention team who made him an offer. The customer didnt agree with the offer, so a full refund was initiated.
  
  

  Customer response

  01/31/2024

   
  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

  01/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw an ad for Bitdefender online that offered a free 30 day trial which could be cancelled and if I decided I liked it I could continue with it for $9.99/mo.or $59.99/yr. However they did require my payment information which I provided. I clicked on the download button and Bitdefender file downloaded. I then attempted to open and install the download on my computer but it would not install. I tried repeatedly to get it to install but had no success. I then tried to contact Bitdefender to explain my problem but found it is not possible to contact them. Every avenue of approach offered on their website just took me in circles or offered me passwords that never worked. By this time I decided Bitdefender must be some kind of hoax and I didn't want it on my computer after all. I put the file in the recycle bin then emptied the recycle bin. I had run out of time to devote to the matter and went on to other things, When in my email a receipt for $9.99 paid to Bitdefender appeared I once again attempted to contact them to explain that their program wouldn't install on my computer and now I didn't want it and that I had put it in the recycle bin and emptied it. I would have told them to cancel my subscription and stop billing me but once again found there is no way to contact them. When they took another $9.99 a month later I once again tried to contact them but was unsuccessful. Now for a third time they've taken $9.99 from my account and once again found there is no way to contact them. My only recourse at this time is to report to my bank that my debit card has been compromised and have it suspended and a new one issued This is a great inconvenience to me as now I will have to update all my autopay accounts giving them the new number.

  Business response

  01/31/2024

  We sent the below message to the customer:
  
  At **********************, we are committed to providing excellent customer support to ensure your satisfaction. We understand that each customer has unique preferences when it comes to seeking assistance, and we're pleased to offer multiple support options to cater to your needs.
  
  You can reach our dedicated support team through the following channels:
  
  - Live Chat
  
  - Phone Support
  
  - Email Support
  
  All these support options are easily accessible on our official website, ***********************************************************.
  
  Simply navigate to the "Support" page, select the categories related to your question/issue, and choose the contact method that suits you best.
  
  After conducting a thorough review of our records, we were unable to identify any transaction of **** USD matching the details you provided.
  
  The only charge we could locate in our system is related to Order *********, dated February 14, 2023. This order contained a Bitdefender Total Security and a Bitdefender Premium VPN, both with 1 year of validity. You paid for this order of ***** USD.
  
  Also, the automatic renewal function is enabled for these products.
  
  To assist you further and resolve this matter promptly, we kindly request additional details about the transaction in question. Please provide a more detailed description of the charge, including any reference numbers, dates, or associated information.
  
  Any additional context or details that could help us narrow down the search for the specific transaction. Please let us know if the transaction was made with a different email address.
  
  Additionally,if possible, we would appreciate it if you could provide a screenshot of the transaction details. This will greatly assist us in locating the charge and addressing your concern accurately.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company made an authorized charge to my bank and they are unreachable Emails are auto replied to saying they are busy and 44 minutes on the phone for no answer

  Business response

  01/17/2024

  
  As requested, your order ********* has been refunded and the returned amount of ****** USD will be visible in your account within **** business days.
  
  Please be informed that the auto-renewal option is enabled by default when purchasing as to not compromise device security and allows you to conveniently retain protection when the Bitdefender subscription expires. 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 notifications
  
  - by contacting the support team at anytime
  
  - following the steps provided on our official website: *******************************************************************
  
  Also, we try to ensure maximum transparency on the auto-renewal process both through the information available at the time of purchase and through multiple email notifications 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!

  Customer response

  01/18/2024

   
  Complaint: 21087226
  
  I am rejecting this response because:

  The company withdrew funds from my account a day early

  and that was the day I got the

  Notification that they were auto-renewing me
  

  They left me no chance to stop it
  Sincerely,
  
  ***************************

  Business response

  01/31/2024

  The customer received the below message from us:
  
  Thank you for contacting us and we apologize for any distress caused by this situation.
  
  As requested, your order ********* has been refunded and the returned amount of ****** USD will be visible in your account within **** business days.
  
  Please be informed that the auto-renewal option is enabled by default when purchasing as to not compromise device security and allows you to conveniently retain protection when the Bitdefender subscription expires. 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 notifications
  
  - by contacting the support team at anytime
  
  - following the steps provided on our official website: *******************************************************************
  
  Also, we try to ensure maximum transparency on the auto-renewal process both through the information available at the time of purchase and through multiple email notifications 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.
  
  We hope that you will reconsider our products in the future and please do not hesitate to contact us if you have any question about the security of your system.

  Customer response

  02/01/2024

   
  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

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This software auto-renewed again. I have not used this product since 2021, yet it continues to auto-renew, which I did not agree to.I would like the last auto-renewal, which renewed without my permission on or around 12/13.I attempted to be amicable through email; however, my request was denied. I clearly have not used it in years. I am requesting a refund of my most recent forced payment, that was made without my consent.

  Business response

  12/27/2023

  The order has been automatically renewed because the customer had the automatic renewal option enabled at his first purchase via our website.
  
  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
  -following the steps available on the official website
  
  Also, we try to ensure maximum transparency on the auto-renewal process, both through the information available at the time of purchase and through multiple email notifications 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.
  
  The customer was first contacted by our retention team, but as he is no longer using the Bitdefender product, he received a full refund for the last order.
  

  Customer response

  12/28/2023

  Better Business Bureau:

  Regarding complaint ID ********, per the business reply, the business agreed to a full refund. I find this resolution to be acceptable.

  This was the original request made before the business ignored me and i was forced request for an investigation with local newspapers and file a BBB complaint. 

  I have rescinded my investigation requests with The ************* Watchdog and King 5 news stations.

  All i wanted was a full refund. 
  
  Sincerely,
  ***************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 3, 2023 - BITDEFENDER.COM sent me an email saying my account would be auto renewed. I logged in and cancelled my subscription that day: November 3, 2023. Today - December 2, 2023 I was charged $43.20 name on Credit Card 2COCOM*BITDEFENDER.COM My account was deleted - I no longer have ability to log in.

  Business response

  12/11/2023

  It appears that the auto-renewal occurred because the Bitdefender Central account was deleted, but the auto-renewal feature for the subscription, which was originally purchased through the official seller 2Checkout, was not disabled.
  
  We understand that such situations can be unexpected, and we apologize for any inconvenience this may have caused. To prevent future automatic renewals, please ensure that the auto-renewal option is disabled for your subscriptions before deleting the account.
  
  The refund for your recent auto-renewal was processed successfully.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern: I subscribed to bitdefender in 2021.I only used their services up to three months but i waited for the 1 year subscription to end.In may 2022, i was busy taking care of my elderly sick mum for 7 months i did not notice they had automatically taken money from my account amounting to *********** past may 2023 is when i noted another transaction of 63.59.I did not authorize those two transactions,the took the money without my approval.There is also no way i could have authorized twice the amount i first subscribed before.I have no problem with the initial amount, however i would like for them to refund me $127.18.I have tried to communicate with them via email since 9/10/23 with no avail ticket number 1008640055.Kindly help me get this money back.Thanks in advance.

  Business response

  11/21/2023

  The subscription has been automatically renewed because you had the automatic renewal option enabled at your first purchase via our website.
  
  The auto-renewal option is enabled by default when purchasing as to not compromise device security and allows you to conveniently retain protection when the Bitdefender subscription expires. 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 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 multiple email notifications 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.
  
  Your orders, aside from the original purchase, date back to May 31, 2023, respectively, May 31, 2022, and for this reason we are unable to issue a refund, as they are not compliant with our 30 days refund policy.
  
  Also, Ive contacted the customer and initiated a refund of the last payment from May 2023, as an exception, because he didnt use the product.
  
  Thank you!

*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. ↩