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Complaint Details
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Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have PC Matic (anti virus) program on my computer for several years. I changed my email address but forgot to change it with PC Matic. It wasn't until l received a request to update from PC Matic 4 to PC Matic 5 that I realized I was not able to upgrade due to my email address. I went online to change my email address from *********************** to my new email address ************************** However, part of the process of changing my email address was PC Matic sent a code to my old email address, needed to make the email change. Since I no longer have my old email address, I am unable to retrieve the code. I contacted PC Matic on several occasions to explain the situation but have had no luck getting help:6/19 Called, spoke with ******, he opened a ticket (ticked #?) suggested I speak with Sales6/19 Called, spoke with Sales, they said I could go through a work around, but it was quite a lot of steps and discouraged me from taking those steps. I confirmed escalation. 6/26 Called again to find out what was happening, but phone did not connect. 6/28 Called again for update, spoke with nice person named *****. He escalated my call to supervisor, *******, that came on the phone. He created another ticket #********. I told them I wanted to hear from them by Monday.7/1 Called again, spoke with ******, he opened another ticket 14003223.I had purchased a 2-year plan that included protection for my PC, my phone number as well as an additional PC and 2 additional phone numbers, all 5 are now at risk.The update originated when PCMatic 4 upgrade to PCMatic 5, required me to uninstall 4 to upload 5 but due to new email address, not able to upgrade and my computer is now without protection. Seems a company as big as this would have a work around in order to authenticate the customer so the function of changing an email address can be handled quickly.Thank you,******************************* ************
Business response
07/05/2024
I am sorry for the confusion. We have record of a ticket submitted on March 29 2024 and April 10 2024.
Each tickets was responded to with instructions on how we could reset the email on your account. We have changed your email at this time. Please check your inbox for further instructions from our tech team regarding this account change.Customer response
07/08/2024
Complaint: 21930511
I am rejecting this response because:I can no longer receive emails at the original address, ************************ and have communicatee this to PCMatic several times. PCMatic changing my password will not work on a dead email.
What I had requested is they change my email address to my new email address: ************************* on the back end. Since they are not able to do that, I would like refund for my payment. I initially paid $200.00, for 5 devices for 2 years.
Sincerely,
*******************************Business response
07/11/2024
We are sorry for the confusion.
Your account email has already been changed to *************************
Please check your inbox as I have resent the instructions with how you can login using the new email.
Initial Complaint
05/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Company advertises on tv price of ***** but charged me *****. Contacted them and they said prices are challenging right now. Don't advertise a price then charge moreBusiness response
05/28/2024
**** is not happy with our recent price increase from $50 to $60. I called **** to talk through it with him. I explained to him the ** advertising is correct in that new orders are $50. It is clear on our website that our pricing is $50 for the first year and $60 for renewals now. This is a decision that was made recently after 20 years of never raising our prices. **** renewed manually and should have seen the new price during check out in our shopping cart. In the end ******************* is not happy with the $10 per year increase in renewals, so I have refunded **** $10 back to his credit card. **** also agreed that now he is aware of the new price, he is fine with his subscription renewing in future years at the $60 price point.Customer response
05/28/2024
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 as long as the credit is received.
Sincerely,
***************************Initial Complaint
02/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
PCmatic charging my credit card $50 without authorization or any related business transaction.Called them, ************, recording simply stated "do you want a refund of $50 recently charged to your credit card?""Okay, you have been refunded."Also discussed this with my credit card company.Business response
02/12/2024
Per your statement, the renewal has been refunded via the automated line.
We apologize for the misunderstanding there may have been with the account auto-renewal setting. In the order confirmation, after your original PC Matic purchase, the auto-renewal process was detailed along with the option to turn the auto-renew function off.
"Renewal - Set it and forget it!
For your continuous protection and convenience, PC Matic will automatically renew all subscription accounts shortly prior to the expiration of the license."
Immediately below that message is a selection box to turn off the renewal.
We also send a reminder to the email address of record before the auto renew kicks in again providing the opportunity to opt out of the automatic renewal.
If you did not receive that email, you may want to check your junk mail folder.Initial Complaint
02/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid $160 on 10/20/23 to cover my computer and phones. Both slowed after purchase and both were hacked and I ended up paying a computer service to replace my hard drive, thats when I found out pcmatic was junk.I only asked for a prorated refund of $120 and they said no, it was past 30 days. If I knew they had falsely claimed their product was great, I would have cancelled then. Please help me with my refund! I asked them twice and even told them they were ripping off a senior citizen, but they refused to refund my money.Business response
02/06/2024
Mr. ***,
Per our refund policy, We offer a 30 day money back guarantee. Within the scope of our 30-day Money Back Guarantee, you can receive a full refund for the purchase of an annual subscription if the request is made within 30 days from the date of purchase.
The 30-day period begins on the date of purchase, as indicated on your order confirmation.
Similarly, each annual renewal order qualifies for a complete refund if the request is submitted within 30 days of being charged.Your current purchase occurred 140 days ago and is outside of the 30 day refund period.
Business response
02/06/2024
Mr. ***,
Per our refund policy, We offer a 30 day money back guarantee. Within the scope of our 30-day Money Back Guarantee, you can receive a full refund for the purchase of an annual subscription if the request is made within 30 days from the date of purchase.
The 30-day period begins on the date of purchase, as indicated on your order confirmation.
Similarly, each annual renewal order qualifies for a complete refund if the request is submitted within 30 days of being charged.Your current purchase occurred 140 days ago and is outside of the 30 day refund period.
The refund policy can be seen in full here:
**************************************************************Initial Complaint
12/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I cannot access my ox Matic account and I requested a full refund and left all expected criteria on their voice message including all my contact information of my full name , email address as well as phone # and requested a full refund and I never get a call back and still have not received a full refundBusiness response
12/12/2023
We are sorry to hear about your difficulties using the automated refund system.
Our team has refunded your transaction and will be sending you confirmation to the email we have on file. Please check your inbox to view the invoice.
Initial Complaint
08/31/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased the PC Matic software 05/21/2023. It has not worked for me since then. I contacted PC Matic on 08/29/2023 to try to get a refund. They have not complied with my request. I would like to have the refund sent in the form of a check.Business response
08/31/2023
I am sorry to hear about your difficulties. We will be happy to provide a refund for you. One of our technicians will be contacting you to get this taken care of. Please check your email for this correspondence.Customer response
08/31/2023
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
05/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My credit card that I use to make annual payments was changed due to a fraud action and PC Matic could not charge me for my bill and it passed the due date. The card company failed to honor the bill even though they are supposed to automatically charge the replacement card. I am just trying to provide PC Matic with the new card number but they make it so difficult I can't seem to figure out how to do it. I HAVE NO COMPLAINT, I JUST WANT TO PAY MY BILL FOR ANOTHER YEAR AND CONTUNUE THE SERVICE FROM PC MATIC. ********************* ************. Have someone call me so I can continue to use PC Matic just like I have for many years.Business response
05/09/2023
We have opened a ticket to assist you with renewing your account and upgrading your payment info. Please check your inbox for this correspondence. If you do not see it in the inbox, please be sure to check your spam/junk folder.
Initial Complaint
02/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased PC Matic on a yearly basis and never had an issue with their technical support. Since purchasing their lifetime service they wont respond at all. When I now run scans it just stops in the middle and does not complete. I have sent the logs to the company but they dont respond. Today I got an error message during the scan that says it was an Ajax error and a PC Matic alert. What does this mean? Why cant I get this software thing to work or ANSWERS for the problem. I have already removed the software and re downloaded it and still have the same problem. I just want them to fix my problem and RESPOND when I have issues. Beginning to think that buying the lifetime service was a BIG MISTAKE. Thank you in advance for your help in this matter. My PC Matic account user ID is the same as the email provided.Business response
02/28/2023
************,
Our records show that each ticket you have submitted has been answered. You may need to check your Junk/Spam folder.
The last ticket we show on file was an inquiry about the iOS app and why it would not run a traditional scan. It was answered immediately and the tech explained that the app was a content blocker, so it would not have a scanner.
You also mentioned that you are having issues with an Ajax error during scans. Ajax errors occur when your device is unable to connect to our servers. Typically there is some latency caused by connection issues through your hardware, or by certain apps on your device.
I have opened a ticket for you on how to resolve this issue. Please check your inbox for the response. If you do not see a response, you can send a message directly to *********************************.
Initial Complaint
02/06/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
They automatically resubscribed us. I have tried to contact them to no avail. I dont remember my password. I tried their website to reset my password. It sends a link that doesnt work. I tried it several times. I believe they are a scam!!! I want to cancel my subscription immediately!!!Business response
02/06/2023
We are sorry to hear you were having issues with the password reset link. I have sent a help desk ticket to the email we have on file to resolve this issue. If you do not see an email in your inbox, please check the junk/spam folder.Initial Complaint
01/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been subscribing to PC Matic for a number of years. Initially, there were phone contact when I had problems. Currently the service support has built themselves behind computer browsers and internet contacts. All problems cannot be resolved in these ways. For instance, when I change to a new device such as computers, phones etc. the program has to be installed on those devices. Most of the times during these types of situations existing customers are asked to do a new subscription when their account is already paid up. My subscription is renewed every March. It is a vicious cycle trying to update new devices. When calling the phone number on the official site you cannot speak to anyone. I am paid up and have 2 months left on my subscription, but cannot resolved activation problems for my new devices.Business response
01/17/2023
Mr. ****,
Our records indicate that you have purchased several different PC Matic licenses. Our account specialist ***** will be reaching out to you in order to resolve this issue. Please be on the lookout for his correspondence. Thank you for your patience.
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Get a QuoteCustomer Complaints Summary
21 total complaints in the last 3 years.
7 complaints closed in the last 12 months.