ComplaintsforSurfSafe VPN
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Complaint Details
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Initial Complaint
07/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I believe I am being charged a recurring monthly subscription fee even though my Surfshark profile says I do not have a subscription/membership and have not had one since April. I have been charged for **** June, and Juy. I have not been able to solve the issue with Surfshark customer service.Initial Complaint
04/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Product is useless and merchant refuses refund.I purchase Surfshark before I left for ***** in early March. Upon arrival, I realized that the *** doesn't work at all. I also couldn't cancel the service because I couldn't even get on the Surfshark website.After returning to the **, after multiple attempts, I was finally able to reach a real person on the Surfshark webside named ***********************, who said I cannot receive a refund because I didn't notify them, and I should continue use Shark*** now I am back to the ****I am very ****** at the service provided by Surfshark ***. I'm not even going to discuss the loss of income resulted from the *** not working and the level of customer service provided. At this point I just want a refund for a service that never worked.Initial Complaint
04/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I spend all day on chat trying to close my account. And after a few weeks they charged my card again! This is insane that they are allowed to do this! ********************* Wouldnt even sound remotely considerate of my issueInitial Complaint
01/27/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Surfshark constantly drops my connection, leaving my Wi-Fi connection exposed. It will also block ****** searches for no discernable reason, and is incompatible with my banking app. I tolerated these issues for over a year, but last month my debit card was compromised as an indirect result of Surfshark not working.********* refuses to refund me because their terms of service limit the refund period to the first 30 days; however, the terms of service also allow for exceptions to this policy in "the exceptional cases" when "Services which you purchased were not available or usable." I have provided ample evidence to Surfshark that their services are not usable, but they're still denying me the refund. Instead, they prefer to waste hours of my time with "troubleshooting" steps that go nowhere at best, and exacerbate the issues at worst. I request that ********* refund my subscription fee, so that I can take my business elsewhere.Initial Complaint
01/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I canceled this service within 30 days of subscribing and was billed for an additional six months. I sent emails asking to stop auto-renewal and no reply. The charge was ***** a month for a total of ***** unauthorized charges. My last email notifying them of the unauthorized charges was sent on January 11, 2023. For the third time, I canceled auto-renewal from the application but I haven't had much success with that.Initial Complaint
12/20/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I first started with 7-day trial service, in which if i am not cancelled within 7-days. I will be charged 1 year subscription. Then, I cancelled on 7th day @ 2:00am. However, I didnt know the recurring whole 1year subscription is on. When i found this out, I tried to work with ****** Play, but they denied and told me to contact the developer directly. Then as i showed all this with their customer service, All they said was we have 30 day money back and we can process but its after 30days. heck! there is nothing shown that on explanations, and I recently found out when i gone over my CC bills. Now, I want this money back as i followed their rules. or at lease give me the 10 month rest that i am not going to use at all. This is very deceptive practice that your company is doingInitial Complaint
11/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My underage child used my palpal account to pay for their service. They signed up for a free trial and never figured out how to use the service on different devices such as fire stick. The trial ended and charged my card. I contacted them multiple times and finally found a live chat. I was told there would be no refund. Though there was no use of the product, and an underage child paid (technically paid with my stolen PayPal cards). I am warning others, their charge comes up as CLEVERBRIDG and it is tricky figuring they are SurfShark VPN.Initial Complaint
11/05/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date: 2022-10-28 Plan: 14 month Price: $30.26 Payment method: Credit card November 2, 2022 We've just processed your refund.Total refunded$30.26 The payment providers tell us that it can take up to 10 business days for that refund to appear back in your account. If it's been 10 business days and you still aren't seeing it, get in touch with us via live chat on our website or email us at ********************* and we'll help sort things out. Stay safe,The Surfshark Team.I requested refund due to downloading issues that I was unable to resolve. Also, they provided an outdated version of the product. Reportedly a refund was issued. I need to have it expedited and guaranteed. According to them, I cannot delete my information from their system until the refund process is completed, and I am not comfortable with that.
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Customer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.