ComplaintsforKaspersky Lab, Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********* charged my credit card which i reported as fraud to *********** This transaction was originally declined by ***** and then later processed. After processing I reported as fraud to the bank. ********* has charged my credit card w/o permission after selling an unreasonable subsciption which I do not consent to. Requesting a full refund for ********* to my chase card.

  Business response

  08/16/2023

  Hi!

  
  For sales related issues, like managing auto-renewal, checking the status of an order placed through the Kaspersky website, or cancelling a recently placed order, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you.
  

  Or, you can submit a request to us online at **************************************.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED PRODUCT 3 TIMES. DID NOT GET RESOLUTION ON DEFECTIVE BETA VERSION. CAUSED FLASHING AND OTHER PROBLEMS ON MY COMPUTER, TECHNICAL SUPPORT WORKED WITH ME FROM WINDOWS, THEY FOUND IT TO BE THEIR SOFTWARE. MY FORMER PROTECTION WAS DELETED AND IS STILL ACTIVE. TECHNICAL SUPPORT WAS IN EPT. I WAS NOT ISSUED A LICENS KEY.

  Business response

  07/22/2023

  Hi!

  
  For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you.
  

  Or, you can submit a request to us online at **************************************.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Details happen on **** 2023 my account was charged $85.99 My bank account checking account etc I never authorize an automatic renewal as a state nor did I ever give him my banking information so I'm not sure how they were able to charge this Yes I do have the internet software that I get renewal their third party manually I never auto renew anything so I want them to explain to me how they got my banking information and how they came to think I did all over renewal that had to come through somewhere on dates and times and I want a full investigation done cuz this is fraud so I'm a desired resolution is also a fraud investigation to figure out how this happened and give me an answer cuz I didn't do any of this to me it's criminal

  Business response

  07/11/2023

  Hi!

  In order to investigate this, could you please contact our sales team at **************.  Our team is available 24 hours a day, seven days a week to assist you.
  Or, you can submit a request to us online at **************************************.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My subscription to Kaspersky internet security for Android will auto renew in July. I am attempting to cancel the auto renewal, but there is no option to do that. There is no way to cancel on the Kaspersky app or website. I was given instructions on how to cancel through Nexway, which was where I made the initial order, but after I created an account with them and clicked on the subscription, there was no option to disable or cancel the auto renewal. My last resort would be to dispute the charge as fraud with my bank if I can't get the auto renewal cancelled. Kaspersky is deliberately making it impossible for customers to cancel their service. A legitimate company would not behave like this.

  Business response

  06/26/2023

  Hi!

  We are very sorry for the inconvenience! 

  For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you. 

  Our team will be able to look up and cancel the renewal event for you at the number above. Hope this helps!
  

  Customer response

  06/26/2023

  [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 reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was promised a refund and they did not give me my refund. This company has done nothing but lie Im 100% disabled, veteran and fire fighter after four surgeries I tried to install my product. It would not install both my front and I called it would not install they wanted me to re-pay the entire amount. I refused to do so I went with another company after I paid for another company they offered to go online and install it. Im not paying again when I have a different company now they promised the Better Business Bureau they were returning my money, but it was a lie. I havent received anything. I hate when companies lie to me they should be arrested.

  Customer response

  06/06/2023

  I have not heard from the business in response to my complaint.They previously promised me a refund.They are criminals and belong in jail.This is unacceptable.I am out of resources .This is so wrong.I appreciate the BBB trying to assist me.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In October, 2022, I paid for Kaspersky Internet Security 12 months 3 PCs. It was delivered to the wrong address.Contacted Newegg, they said it was supposed to be shipped direct and they suggested a refund. I took refund thinking ****** knew what was happening. Package arrived a few weeks later. I asked ****** about it and they said Amiventures.net would contact me. Never used code. I was contacted for repayment. I made said repayment on April 20,2023. Two weeks later tried using said key and it is reported by kaspersky as fraudulent.

  Customer response

  06/05/2023

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

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kaspersky Technical Support - ID *************** I had for surgeries in five months this company auto renewed my buyers protection without even give me any advance notice due to the fact of 100% disabled veteran how to have multiple tumors, removed, etc. I have not been using my computer with my best friend, and I went to activate the computers , virus protection it would not update she and I both called as I gave them permission to speak with her as Im hard of hearing and shes a computer specialist. They advised her I would have to pay all this other additional money to make it work. It would not activate my virus protection. Therefore, I purchased it from a different company after wasting hours, trying to get the system to work. I was not paying additional money after going back and forth with the company. They finally canceled my auto renew however, they failed to return my money. I would think that this is a criminal offense Im considering going to my bank of the national media and file criminal charges with the *** for fraud stealing my money, lying to me taking advantage of a disabled veteran veteran and an elderly person. I am demanding a refund immediately. They are refusing issue saying they go on my computer to activate. We spoke to them for hours and they said I had to pay more money. They have a very bad rating on the side that shows that they have poor business practices Im also considering contact Amazon CEO and suggested they no longer sell their products. I want money returned immediately or I will call the police police.

  Customer response

  05/03/2023

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

  Business response

  05/17/2023

  Hi,

  I have our team investigating the customers interaction with our team and apologize for any issues observed trying to receive help. We will process a refund for the most recent purchase and the credit will be applied in **** business days.

   

  Customer response

  05/18/2023

  [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 reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved as long as I receive the refund as promised as have not heard any more from the business except to say we would not be issuing a refund.Thanks
  
  Regards,
  
  ***************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  unauthorized charge to my checking account for *****.

  Business response

  05/17/2023

  Hi!
  For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you.

  
  Or, you can submit a request to us online at ********************************************;

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renewed licence for Kaspersky Total Security on 9th April 2023 paying Rs.644.70 with Transfer details as Transfer INB NEXWAY 17146081844IGAPKLTDG1 Transfer to 45, but the licence has not been activated. i am getting caution message that my licence has expired. Please take necessary action to activate the licence.Thanks and regards ********* R Mob:********** email ID: ***********************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kaspersky illegally charged my Amazon Prime account for a subscription that I didnt want or could even use. Since the computer with their previous service was broken beyond repair and could not even be turned on. I chose not to renew my subscription several months ago. I never asked for a key nor was I issued a key to be able to begin the renewal process. I dont want to have to contact them to get this resolved. I will expect this charge and any interest to be refunded against my account.

*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. ↩