ComplaintsforKaspersky Lab, Inc.
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Complaint Details
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Initial Complaint
02/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I canceled my services with Kaspersky a year ago, and today my account was charged. I called to have them reverse the charge, he did, but then I received an email letting me know that I will be charged again on 3/10/2023. The person I spoke to hardly spoke english, I asked to speak to a supervisor, he said " I put in a request". I also asked, when will I get my refund? I was then told I would have to wait 8 days. I would like a refund , and I would also like to make sure I will not be billed in the following years. Thank you.Business response
02/28/2022
Hi!
I checked your order and confirmed that it was cancelled and you will not be charged moving forward. As always, if there are any questions, we are here to help 24x7 at **************.
Initial Complaint
02/23/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I never ordered this. Dear Customer,Successful payment for your subscription You have subscribed to Kaspersky Anti-Malware Home. Another successful payment has been applied to your subscription.Below you will find your Kaspersky reference number. To ensure the most prompt and efficient service, please always refer to your reference number when contacting us.Your kaspersky reference number: 48P846P819 Customer Support: ************** Payment information Your credit card has been successfully authorized. Please note that the charge on your credit/debit card will appear as "CBI*Kaspersky." within 48 hours. Your products Qty.Product name Delivery 1 Kaspersky Anti-Malware Home 1 Year, Auto-Renewal Email Your details:Seats: 1 Valid until: 2023-02-23 ??Renewals You don't need to do anything. The software will refresh the license automatically with the next online update, usually within the hour.This is a subscription product that automatically renews after the initial subscription duration.The next payment of $199.00 is due on 02/23/2023. You may cancel your subscription at any time.Please note that this amount may fluctuate slightly due to changes in sales tax. Your purchase documents 02/23/2022 - Invoice Your subscription Your subscription for "Kaspersky Anti-Malware Home" started on 02/23/2022. Technical and product-related support If you have any technical or product-related inquiries, please contact Kaspersky *** using the following information:Payment and order-related support If you have payment or order-related inquiries, feel free to contact 24/7 Customer Support **************.**********************, *******************************************************************************************************Business response
02/28/2022
Hi!
The contact information you provided does not match any online stores that Kaspersky operates. I looked up the address in your message and found this website which claims to sell Kaspersky software (among others) and suspect they *** have charged your card without permission:
https://*****************.com/?act=contact
Note: we do not know of this company nor are we associated with it.
I recommend that you contact your CC company and initiate a reverse of the charge.
Also, it would be also good to check for other purchases on your card that *** also be fraudulent and request a new CC number be issued.
Initial Complaint
02/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Kaspersky VPN. Spent $42.99 for the subscription. I had trouble with the software and decided i wanted a refund. Instead, they went through all this troubleshooting and now i an outside my gaurenteed 30 day return window they claim no questions asked.Business response
02/28/2022
Hi!
I have requested a supervisor to review your order and process a refund. This should happen in the next few days. If you have any issues, please call us at ************** and our team will assist with any updates related to your refund.
Initial Complaint
02/22/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
RE: My dispute/complaint against Kapersky Lab Your Case No.: 22010515357893 Dear Sir/Madam: On February 1, 2022 I received your letter dated January 14, 2022 attached hereto. It states "the merchant provided the following information to support the transaction: Confirmation showing no cancellation per policy was received" Attached please find emailed correspondence between Kaspersky and myself. I was paid up with them until Januray 22, 2022. On January 11, 2022, I notified them that I cancelled my subscription with them. Also attached is an email from them which states, "Please do not reply to this message." Because it is a notification-only address. So I called the number provided 1-877-232-4588). I have dialed that number on several occasions. I always get a recording "The number you have dialed in invalid." In the last few days, I have been receiving messages on my computer from Kaspersky that my subscription has expired. So they are attempting to take my money for a three year renewal of the subscription but are also terminating the subscription? How is that not fraud? I want nothing to do with Kaspersky ever again. PLEASE NOTE: A full copy of this correspondence is being sent to the authorities set forth below. I hope they take the appropriate steps to put a stop to Kaspersky's deceitful business practices.Initial Complaint
02/20/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Im trying to cancel my subscription for anti-virus, etc and get a refund. Kaspersky website says my password is incorrect therefore cannot get any info on line. Also cannot reset password! I have called CS *************) 3 times. Waited 20 minutes each time without getting a person. Very frustrating.Business response
02/28/2022
Hi!
Very sorry for the trouble trying to manage your account!
I tried to process a refund for you, but I couldn't find an order with your email address. Please call our sales team directly 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 https://my.kaspersky.com/.
Customer response
03/04/2022
[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
01/19/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My **** Card was charged ***** on this last statement I received. I have not had Kaspersky in my computer for more than 2 years. Kaspersky would not refund my payment because it was more than 30 days past. We just received the statement which had a closing date of January 5. The charge was posted on December 6th. We were not given any time to dispute this in the 30 days.Business response
01/20/2022
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 https://my.kaspersky.com/.Customer response
01/24/2022
[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,
******* SwimInitial Complaint
01/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid Kasperspy for Internet Total Security October 26, 2021 via Pay Pal who withdrew the money from my Iron ****************************************** I received verification from Kaspersky that the subscription renewal was successful on October 26th. When I saw my credit union statement, I didn't recognize DigitalRiver and tried to get a name from Pay Pal. The only option Pay Pal gave me was to file a complaint. Once we figured out Digital River collects for Kaspersky, the unauthorized case was closed. I continued to get renewal notices from Kaspersky, not unusual as this happens all the time. If you've ever had a magazine subscription, you know how many different organization reminds you of your renewal. November 11, I received an email cancelling my membership. Attached are email exchanges that should show that I paid for the service, Kaspersky cancelled my service, and I am out $100.69. I'll provide the ************ statements upon request.Business response
01/20/2022
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 https://my.kaspersky.com/.Initial Complaint
01/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased Kaspersky Anti-Virus in 2013 and it auto-renews annually with no method of canceling. I haven't activated or used the service in years and it is impossible to get ahold of customer service or cancel the subscription on their website. The purchase was made through Digital River and when you try to log in to manage your subscription, an error shows up and you are unable to log in. I have seen many other people with this same problem dating back a few years and I believe this to be a scam.Business response
01/20/2022
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 https://my.kaspersky.com/.Initial Complaint
12/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was charged for a renewal which I agreed to on 11/30/2021. I went to go to my account but I can't enter it without agreeing to terms that I do not agree to. Because I do not agree to the terms I want to turn off auto renewal. I can't do that without agreeing to the terms. I have no way of canceling auto renewal. I have tried endlessly to contact them but have had no results.Business response
01/20/2022
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 https://my.kaspersky.com/.Initial Complaint
12/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Kaspersky Lab stole $86.39 from my paypal account. Transaction took place on Nov 8th 2021. ID: 101471900300. Kaspersky ref# 13521583. Refund $86.39
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Contact Information
Business hours
Today,5:00 AM - 11:00 PM
| MMonday | 5:00 AM - 11:00 PM |
|---|---|
| TTuesday | 5:00 AM - 11:00 PM |
| WWednesday | 5:00 AM - 11:00 PM |
| ThThursday | 5:00 AM - 11:00 PM |
| FFriday | 5:00 AM - 11:00 PM |
| SaSaturday | 5:00 AM - 11:00 PM |
| SuSunday | 5:00 AM - 11:00 PM |
Customer Complaints Summary
56 total complaints in the last 3 years.
16 complaints closed in the last 12 months.