ComplaintsforKaspersky Lab, Inc.

• Initial Complaint

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have Kaspersky antivirus program since 2018. Just recently, in June, my protection was renewed for 12 months (with coverage from June, 2024- to June, 2025). Now, Kaspersky leaves the US market, and will not be able to support or update their software from September 29, 2024. I spoke with Kaspersky customer service today *************) and asked to issue me a partial refund, covering the period between September, 30, 2024 till June, 2025. I spoke with the person who had a very heavy accent. He informed me that refunds can only be issued within 15 days after the renewal. Any attempt to argue that Kaspersky charged me for a whole year but will not be able to cover me for a whole year, met the resistance and the same response that refunds cannot be issued after 15 days of transaction. Since it is not my fault that Kaspersky is leaving the US market and I want to stop the subscription because Kaspersky will not be able to cover me starting in September, I demand a partial refund that will cover the cost of protection from September 30, 2024 through June , 2025. ********* cannot just leave and take money with them, they should reimburse customers! My renewal order ID is ************

  Business response

  07/08/2024

  Hello!

  I checked the customers recent order and see that it has been refunded within the 30 day refund window. I'm not sure why the agent mentioned 15 day period; that is not true. We will have the agent in question coached.

  Very sorry about the confusion! Sorry to see you go, but check your account in my.kaspersky.com for a free version of the software that you can use for 6 months.

   

  Customer response

  07/08/2024

  Dear BBB and Kaspersky team,

   

  I spoke with one of the Kaspersky's managers this am, and I received a full refund that should be applied to my account within 5 to 7 business days. I do not know why I was told customers have 15 days to ask for a full refund, and after 15 days there is no refund, or a substantial prorate, but I am glad you will be speaking with your agents. Also, tried to clarify with one of your agents the message that was posted at the Kaspersky US website about 6 months charge-free service but none of your customer service agents could provide with clear information. I was told that all software updates will stop on September 29th, which is obviously not a 6-month window. 

  Thank you to BBB for facilitating my communication with Kaspersky's team. 

   

  At this time, I would like to close the complaint. 
  
  Regards,
  
  ***************************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Kaspersky security software onto my PC on June 10 through Amazon. Downloaded the software and ran a scan on my computer. After the scan finished it had several fixes and a few items to delete. After the repairs and deleted suggested items (dll's) were performed my computer started acting strange. I could not open certain aplications. When opening other applications I received an error message regarding the dll files... and my HP Officejet 9015 printer didn't work. Over the coarse of a few days I tried to get my computer up and going by removing those applications and reinstaslling them to no avail. June 18, talking to customer service she said I would have to open email they sent and click on the link to text customer support. After texing two other reps, they had me remove their software from my computer wich allowed me to open certain application but still had several issues. and still no resolve. They had me instsall another Kaspersky software to create a GSI report that I had to attach to an email along with a couple of screenshots. and they said it would take ***** hrs to get back with me and in the meantime my computer is down... (that I use for work). I received and email on June 19th with a case number and stating "Hello,I appreciate you getting in touch What happens when you try to launch the apps?If there's any error message or a warning of any kind, please take a screenshot of it and send it to us so we can better understand and identify the issue at hand. In case you need help with that, here's a handy guide about taking screenshots" I replied to the email "is it possible to get a phone call? The above was already obtained by the previous 3 people from Kaspersky that I worked with. They captured all this information and were supposed to pass along...!!!Please call me !!!" no call back... unbelievable and unexceptable.... still dealing with them (June 20th)...

  Business response

  06/27/2024

  Hi!

  I have alerted our support team and asked them to expedite a solution for you. I am not sure as to the cause of the errors on the *** but windows does have a back up and restore feature that can be used to restore the computer back to before the installation of the Kaspersky software. However, if there was malware (viruses, etc.) present then those could also be restored.

  Since your purchase of the software was done through Amazon, you can request a refund directly through your Amazon account (orders --> select software --> details --> report problem).

   

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a notification 1/1/24 about my Kaspersky renewal. I logged into Kaspersky account 1/2/24 to cancel my subscription. I deleted my payment information in the account but was unable to close the account. On 1/16/24 I received a notification that my Kaspersky subscription was renewed. On 1/19/24 I contacted **************** to dispute the charge. I was contacted as recently as 5/30/24 by Kaspersky asking to pay an $8 fee for my cancellation request. I believe that Kaspersky does not provide fair and reasonable methods for customers to cancel their services and that the $8.00 service fee for cancellation is an additional unfair and unreasonable request. I am furthermore not comfortable using the link provided to submit my payment, as I question its safety and Kaspersky's usage of my credit card.Thank you in advance for your assistance.

  Customer response

  06/10/2024

  I have not heard from the business in response to my complaint.

  Business response

  06/11/2024

  Hi!

  Very sorry to hear about this experience. I have escalated it internally to see what happened in regards to the credit card being charged, and about the additional charge when AMEX performed the charge back.

  I am not able to refund the charge back amount on my side. If I could, I would. But, I can confirm that your account is closed with us and no further renewals will occur, and no further communications will be sent from our side.

  Please reach out to me directly if you have any other questions or concerns: **********************************************.

  Customer response

  06/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reached out by email to ******************* and have since received an email from Kaspersky cancelling my subscription and a cancellation notice from Nexway.  I believe this matter to be resolved.  Thanks for your help.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2021 I purchased Kaspersky Internet Security. The payment information I entered on the website was a debit card that expired in 2021. Despite the card being expired, Kaspersky also charged my bank account in 2022 and 2023. This issue is not related to a purchase, but rather the unauthorized removal of funds from my bank. I have a support ticket open with the company-INC000016389360. This ticket has been open for over 30 days and the company now refuses to return my money or provide me with further updates. I received a message stating "Regarding the charge on an expired card, please note that some banks may provide us with your new credit card information to allow us to successfully renew your subscription. This is in direct violation of the terms and conditions and auto-renewal condition I signed which can be found here: *****************************************************. See below for the statements which clearly show they were only authorized to utilize my payment information which expired in 2021. Article 7.1 (Subscription) - you expressly authorize NEXWAY to charge you each renewal by the reuse of the same payment information that you entered at the time of the initial purchase. Article 7.3 (Billing) - Product subscription fees will be billed via your Payment Method on the specific payment date If your Payment Method does not allow automatic renewal for reasons beyond NEXWAY's control, for example, including, but not limited to, the issuer of your Payment Method, if you wish to renew your subscription, you may change your Payment Method via your account.Article 102. (Secure Payment) - The payment for the Products is done exclusively by the means of payment made available on the Website. The selected payment method is debited upon receipt of the order and subject to the prior authorization of the competent payment service provider. In the absence of authorization, the order will not be processed.

  Business response

  06/03/2024

  Hi!

  I am checking with our support team about the progress and recommendation to issue a refund for you as soon as possible. Please feel free to reach out to me directly so I can keep you updated on the progress: **********************************************

   

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Kaspersky for $31.53 for protection. And it states before you purchase 30 days money back Guaranteed. I cancelled my subscription because I realized I made a mistake and they will not refund me! This happened march 9th 2024 within 2 hours of purchasing I tried to get a refund.

  Business response

  03/11/2024

  Hello!

  Please call us at ************** (available 24x7) and our team will be able to complete a refund for any order placed with our online store in the last 30 days. Note, I am available if anything else comes up (**********************************************)!

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date: 11/25/2023 Sub Number# ******* When I signed up for my 2 year subscription in 2021. I said no to auto renew, also deleted my card on file. Not only did they renew without my consent, they sent the notification to a old email but the one on file on my account. I only found out from my credit card statement which auto pays. I tried to contact Kaspersky but they said it was passed 30 days and wouldn't do anything for me. They need to fix this but I had all the auto renew off and no card on file.

  Business response

  02/16/2024

  Hi!

  I escalated this to our internal team and someone will investigate and reach out to the customer promptly. Apologies for any inconvenience caused and we will make it right!

  Customer response

  02/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 

  I will not close the case until further action as been taken and my money returned. 

  
  Regards,

  *****

   

   

  Business response

  02/27/2024

  Hi!

  I have pinged the supervisor group and asked for an update. Please feel free to contact me directly so I can help communicate quickly between you and the other team: **********************************************

   

  Customer response

  03/05/2024

  I will close the case once the refund hits my card.

  
  Regards,

  *****

   

   

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had cancelled my subscription and received email confirmation that it was cancelled. I also received email confirmation that my auto-renewal was cancelled. Today I found a charge on my credit card statement that I was charged for this subscription. ( Dear User,Your My ********************** account is now deleted. Your devices and licenses are disconnected, personal security settings are reset. Discount offerings are cancelled.Please be assured that Kaspersky constantly improves its services, and you are always welcome back.) That was from the email I received along with this (My Kaspersky account is deleted Dear User,Your My ********************** account is now deleted. Your devices and licenses are disconnected, personal security settings are reset. Discount offerings are cancelled.Please be assured that Kaspersky constantly improves its services, and you are always welcome back.Here is the list of your activation codes for Kaspersky products:Kaspersky Total Security KDQND-BB3B4-T6BPS-VBQDD UG2Y6-ZMAHY-73G1B-S1C27 If you would like to use your activation codes with a different account or create a new account, please visit My Kaspersky. Sincerely,The Kaspersky team). My order number for the subscription was **********. Please help with this ongoing issue.

  Business response

  01/31/2024

  Hi!

  It looks like your account was refunded and auto renewal was turned off (hence the messages you received). I recommend calling our sales team @ ************** (24x7) as they are able to do a more in depth search and find out more. Hope this helps!

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company's website does not provide an option to cancel auto renewal of subscription. I want to cancel Kaspersky Total Security, and remove all of my data. The website suggests instructions (to cancel auto renewal) that are wrong.

  Business response

  01/22/2024

  Hi!

  You can cancel the auto-renewal by following the directions in this FAQ: *************************************************************************************************************;

  If you can reply to where there were incorrect instructions on our website, I would appreciate it and make sure it is corrected quickly.

  If you would rather speak to someone over the phone to have this resolved, you can call us at **************. We are available 24 x 7.

  I hope this information helps!

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kaspersky charged me (on **** of America credit card 11/17-18/23) for a computer security product that I could not use or stop them for charging me. The customer service phone number listed on the email from Kaspersky as ************** didn't work (not a working number). The computer associated with the charge has not worked for several years because it has ********* XP operating system. It stopped working around 2014. Not sure how many charges have been made to my account, but I think I should receive all my money back. They may have been charging since 2014.I requested **** of America to not let the charge go through on my account around 11/1/23, but they said I requested too early before the charge was made. I did speak with BOA on11/26, and they put in to have the charges taken off my account. I am just trying to make sure it does not happen again.********************* ************

  Business response

  11/28/2023

  Hi!

  We are terribly sorry to hear that you have been billed when not needed and that the number you called did not work. I checked the number and it looks like it was an older number that we used to use a few years ago, but have since changed.

  Please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you. They will be able to confirm that automatic renewal is turned off.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancelled "SECURITY" subscription TO KASPERSKY Feb., 2023 due to failure of company to protect from ongoing ads by ****** and various malware. Company despite my complaints e.g. INCOOOO15149240 (Kaspersky Lab Support).NOW, I cannot open my computer without receiving prompts to input a non-existent Kaspersky password plus other password prompts which I find impossible to delete.In the past several months I have tried to contact Kaspersky 3 times about this problem--K. customer service, K. Lab Support, ********************************* etc.-- but receive only messages like the following: delivery incomplete, message not delivered, problem delivering your message to onlinekaspersky.com, recipient address rejected, "...we could not find a record for an incident open for you." Hence, not ONE email address I had for Kaspersky generated a response.So, having cancelled my subscription with this company months ago I want nothing more to do with it, and consider the constant Kaspersky password prompts, etc. an invasion of my privacy, especially when my complaints are continually ignored.

  Business response

  09/28/2023

  Hi! 

  We are very sorry to hear about this! I do not believe those email addresses you used to contact our team are for product support (they look like addresses used for automated emails), but we are here to help.  For support related issues, please call us at ************.  Our team is available 24 hours a day, seven days a week to assist you with the error messages and confirm your refund - if necessary. 

   

  
  

  Customer response

  09/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Customer response

  10/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please note that there are far too many problems associated with your "removal" process" including technicians that are too impatient, most recently an Honest ****** and a shift supervisor by the name of "******" who refused to provide his last name and who nonchalantly suggested I simply contact "info" Kaspersky.
  
  Note that initially "******" insisted I tolerate a poor connection on his cel phone which prevented me from hearing what he was saying, and stringently refused to return my call in order that we might solve the connection problem.
  
  The aforementioned and my experiences generally with Kaspersky simply underscore the fact that this company is unreliable, not customer oriented despite its futile attempts to be so, and has left me and, no doubt, a great many of its former customers with company installed propaganda which appears impossible to remove from our computers.
  
  KLS seems to think that their customers are all as computer savvy as they are despite the reality it chooses to ignore.
  
  Thank you.
  
  ********************************* 

  Business response

  10/09/2023

  Hello!

  Very sorry to hear about this interaction! Can you please verify the phone number you called and any incident number you received so we can investigate?

  In regards to managing your autorenewal, or requesting a refund, those processes are defined and any agent should be able to assist. We also have self help options like this one: ***********************************************************

*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. ↩