Reviews

Bought Bit defender for my phone along with Computers. I have I phone 11 Bitdefender should hav known and told me it doses not protect . Because of pine policy!!!!

First of all, the complaint itself is extremely confusing. And I am not sure I understand what issue we need to correct.
Let's take the first sentence, "Bought Bit Defender for my phone along with Computers." Is the customer trying to say that he purchased the Total Security product? (The product is capable of protecting Windows and iOS devices.)

The second ****** is as confusing as the first one: 

"I have I phone 11 Bitdefender should hav known and told me it doses not protect" If the customer purchased a product designed to protect only Windows devices,for example, the product cannot be used to protect mobile devices. 

The last sentence is unclear, and Im honestly not sure what its referring to. I have never heard of "pine policy"

However, upon checking the email address, I did identify an associated account under **** ******, but there is no recent transaction. The last one was made in March, and the subscription covers two iOS devices and two PCs.

Without confirmation of the account or at least the order number, I cannot provide feedback regarding the complaint made.

This leads to my second issue;you mentioned that a response to his publicly posted review is needed.

Kindly understand that I cannot offer a response if we do not investigate the issue first.

Given the above, I recommend advising the customer to either contact us directly or reply to the recent email I sent.

They're great until you ask them for a refund ?? then, it's tickets and telling you that they will get back to you as soon as possible, but they don't.

This customer contacted us requesting a refund, but we couldn't locate any account/purchase associated with his email address, so we asked for additional details to locate the transaction.

The customer came back on the 4th of Sept with the next answer: "It has already been handled. Thank you".

He didn't send us any information to locate a possible transaction, so based on his answer, we closed the case.

Had their service 2 years ago then cancelled it last year I was real busy and got an email to renew and wound up renewing by mistake I just left it I have not opened the program or used it as i have another antivirus I'm currently using. Now they sent me notice for auto renewal at double the cost!!!!! I wasted about 2 houres trying to cancel the auto renewal and managed to cancel my account, at least I think it's cancelled Aug 10th was when they were going to debit my card I will watch and see if they do or not, and will complain to my local MP about Bitdeffenders questionable billing. STAY AWAY!!!!!! from this company it's like groundhog day only it's your credit card being stuck in a payment loop.

Please note that for the customer associated with the email address ******************** the issue was solved 3 months ago our agent informed him of the following:

"Kindly be informed that we disabled the auto-renewal option on your unfinished order no.: ********* from Aug 09, 2024, and so you will not be charged for ****** CAD anymore.

The unfinished order no.:********* will be cancelled in 7 business days, so you will stop receiving payment notifications on your email.

Your Bitdefender Premium Security subscription is now expired and the Central account: ******************* was deleted."

He used the product in 2022 and 2023 but last year he left the autorenewal option on. This August the subscription tried to renew but failed and the transaction remained with the "Unfinished" status.

Do not sign up with this company. I have requested twice now to have my subscription cancelled and they keep sending me emails offering me another deal that I do not want. I have replied AGAIN to them telling them to cancel my subscription. This company is a fraud. I can only imagine what their product really does or should I say doesn't do. Anyone with this service I highly recommend you cancel now. There are plenty of other decent reputable companies that offer these services. I would leave zero stars I could.

Stay away. Once you subscribe you can never leave. Even got emails from them saying refund was done. Never received. Had to dispute through bank.

The customer was charged for the auto-renewal of his Premium VPN subscription and he contacted us with a refund request. His request was handled by our Retention team and before receiving the refund, he received an offer to keep the product. This was not a refusal for his request, only an alternative.


He didn't agree with the offer, so he received a refund for his order in April 2024.

Use other service...We purchased equipment from ****** and it came with the bitdefender/Netgear service for 1 year. Service was poor. My card was charged last year for subscription by auto renewal and decided to try one more year. I logged in to cancel any type of renewal charges. I thought I had cancelled but I was charged again this month $99.99. I was finally able to find their phone number from BBB. After waiting 15 minutes on the phone, a nice lady said she could only put in the request for my refund and the commercial **** would call me back. What is the point of having the triage **** if they cannot do anything. Very disappointed with company and it seems that most people are as well. I wish ****** provided a different security company for equipment.

The auto-renewal occurred because the auto-renewal feature was enabled and wasn't disabled before the renewal date.

Our Level 1 support agents are well-equipped to assist with basic requests and inquiries. However, in this case, the request has been escalated to our retention team. The retention team specializes in handling specific cases, such as subscription renewals,cancellations, and other related matters.

Rest assured, our retention team contacted the customer to address his request and will provide the necessary assistance to ensure his satisfaction.

*First time user trying BITDEFENDER program on my WIN 10 PC, even though program is good w good potential, I have still encountered some concerned pre-buy Known issues & bugs, especially with BITDEFENDER non-working VPN, that fails to work as advertised. *As so many have complained, BITDEFENDER Renewal & billing ongoing issues are concerning. *Even as first time client, I noticed Their Support lacks & mostly gives un-helpful generic replies too, whne they do bother to reply, as it now been approx a month, since brought these ongoing issues below to BITDEFENDER support attn, my Pre-purchase trial, Has now expired, still no update or replies since, leaving my PC Un-Protected, forcing me To go back to much more reliable Malwarebytes program. *Like others have said online, these ongoing bugs & lack of BITDEFENDER support follow up, Makes us reluctant to buy program. [ Curr Rated 2.9 out of 5 Stars] 1*VPN still needs work, keep getting failed error - [no reason given], Which makes BITDEFENDER VPN useless. Why release VPN , if it does not work properly on all device? My free Proton VPN connects quickly without any of these problems. BITDEFENDER & VPN needs a Built-in troubleshooter option, so paying clients do not have to waste our time trying to figure out ongoing issues etc. 2*Since BDefender loads up w so many background processes, bogging PC RAM, at times. Bdefender Badly needs a PC quick start up scan to check our PCs for any Bad sectors, or errors to warn of a poss OC crash or blue of death, like the Hard Disk Sentinel app does very well. **Addtl Hot options to improve BITDEFENDER: 3*BITDEFENDER needs a [built-in In App All Ads blocker] for all devices, really need to Block all the annoying risky ads that pop up within device apps or browsers. *4 when Rt-click select a program to scan [ why can't BD just scan the 1 desired App or program, it many times starts a full un-wanted scan? 5*needs a quick batch apps/programs Un-installer option.

We followed up with the customer back in November. The issue is still pending with the develoopers. Were sending him one more status update today 12/12

If I could give zero stars, I would. InfoGuard is an identity theft protection that I pay for. They provide virus services from Bitdefender as part of my subscription. When I signed up for the virus protection, I was able to add both my PC and laptop with no problem. Actually, it worked for over a year. I rarely check the PC because my children just use it to play games on. However, today when I logged on to make sure everything was up-to-date, I found that the virus protection didn't even exist anymore. I was never contacted by Bitdefender at any point to let me know I no longer had protection on the PC! Now my PC is running incredibly slow and has obvious signs of viruses and malware. Your company has put my PC and more importantly my children at risk!! I expect full resolution and answers from your company ASAP! This is completely unacceptable. In addition, I contacted Bitdefender via chat and they were absolutely no help whatsoever. They just told me that my subscription only had ONE device and not two. When I tried to explain the situation, they just got defensive and suggested I reach out to the company I have the subscription with. How is that supposed to help?! All InfoGuard does is give me a discount essentially. I told the person on the chat that I was contacting the BBB and they just said that basically it wasn't their fault and continued to be defensive about the situation. The point of this whole thing is that I was never contacted about the change and my PC went unprotected for what I can tell 6 months or more.

Upon reviewing your account,we observed that your subscription was purchased through one of our valued partners. Unfortunately, subscriptions acquired through some partners,including yours, are managed exclusively by the partner, and certain restrictions may apply as per their terms.

It has come to our attention that your Bitdefender Antivirus Plus-subscription was valid for use on only one device. Regrettably, due to the nature of the purchase being made through our partner, we cannot modify or adjust the terms of your subscription on our end.

To ensure that you continue to receive comprehensive protection for all your devices, we recommend purchasing and activating a new subscription.

We understand that this may be an inconvenience, and we sincerely apologize for any disruption caused. Our team is available to assist you throughout the process and answer any questions you may have regarding the new subscription.

Thank you for your understanding