ComplaintsforKaspersky Lab, Inc.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Two years ago I ordered Kaspersky software. I didn't care for it. Then one day recently I saw a renewal notice in my Email. I had never signed up for an auto renewal. So I went in to their website and cancelled it. Now I just got billed for it after there website had sent me an email saying it would not renew. This place is as fishy as it gets. You can't reply to there email ether. When you do it comes back that it doesn't work.

  Business response

  11/29/2021

  Hi!

  Very sorry about the confusion!  When you first purchased the software 2 years ago, you were enrolled in auto-renewal at that time and the system automatically renewed your software at expiration.  We do have some options for customers to self manage their subscription here: https://support.kaspersky.com/common/buy/15346

  I will instruct the team to refund your order and make sure your renewal feature is turned off.

  Again, sorry for situation!

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have been a customer of Kaspersky for many many years but their Customer support has deteriorated over the past several years. I have Kaspersky Security and I didn't/ couldn't understand what they were notifying me of? BUT they did specify it could be harmful but it was not a virus?> I called and the woman I spoke to on Friday Oct 30th 2021 was impossible to understand and she didn't seem to comprehend basic questions. I asked her to please get a supervisor and she said that will take 2 hours. I said "OK, I shall wait at my desk" Nobody ever called????????????? I called their office again on Monday but there was no answer? I called Tuesday and the call picked up and I could hear the tech talking to someone while I was saying "HELLO! HELLO! to no avail? This went on for 15 minutes and then I hung up the call. I am having difficulty understanding how they could have devolved into such a poorly run security software company? I really need an advanced senior tech support follow up on this matter ASAP.

  Business response

  11/09/2021

  Hi!

  I have escalated this to our supervisor team.  We will make sure that a supervisor reaches out to the customer and we will also review the previous contacts for quality control.

  Apologies for the lack of support - we will get this figured out right away!

  Customer response

  11/09/2021

  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. The Kaspersky business HAS done nothing to respond to this horrific matter and its been almost 2 weeks?

  [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,

  ******

   

   

  Business response

  11/10/2021

  Hi ******!

   

  I checked our records and see the last incident you opened with our support team was on 5/12/2021 regarding an error message you received.  We sent an email to you asking for a screen shot of the issue, but we did not receive a response and the case was closed.

  We apologize for the amount of time it has taking to address this, but we also want to make sure you are contacting the correct team/ company.

  The phone number for technical support is ************** and this team would able to assist with anything Kaspersky product related.

  I have already escalated this issue to our team and someone will be reaching out to you shortly.

  Customer response

  11/10/2021

  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. 

  This is not a May 2021 incident but if you read the complaint it was from 2 weeks ago? It was in Late October and the tech was going to have a Supervisor call me back?????????????

  I think you are confusing the basic fact that you do NOT HAVE technicians in ***************** nor do your Kaspersky reps understand a customers request or if they promise a supervisor call back, that they will? What are you NOT getting incorrect here? I don't know if this is why the ** Government banned Kaspersky but your previous response contradicts this response? Isn't there someone at Kaspersky that seems to make sense. This is an Abysmal handling.
  
  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,

  ******

   

   

• Initial Complaint

  09/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have cancelled my subscription over 3 years ago. I ended up in hospital with a heart attack and this company charged me for a renewal after I cancelled. By the time I got out of hospital and contacted them, they told me I was too late and they charged me full rate. Again today, they charged my credit card for $130.06 after I was assure that my credit card information was deleted from their site. I went into chat and the rep told me that I had no account and my subscription ended in 2019. Clearly I was charged but she told me despite all the info I gave her, I was not in the system as being charged. I don't want to keep going through this over and over so I certainly hope you can help. This has gotten ridiculous and it's fees that I cannot afford. Thanks for your time.

  Customer response

  09/19/2021

  I have heard from the business, however, they keep asking me to send the same information over and over. This is exactly the same thing they did last time and then informed me too much time had passed and they could not refund my money due to terms and conditions. This is crazy! There has to be a way to stop this.

  Business response

  09/24/2021

  Hi!

  We are very sorry to hear about the trouble trying to cancel your service and get a refund.  I have escalated your complaint to our supervisor team to investigate and remediate.  I trust that they will correct any issues and be in touch with you shortly.

  I will follow up with you in a few days to confirm resolution.

*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. ↩