ComplaintsforTrend Micro Incorporated

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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have an issue with Trend Micro anti virus. They charged me to auto renew my account. They do not have my correct address and credit card information. Yet, my credit card was charged. It is nearly impossible to contact the company. I wish to cancel this auto renewal and be re-imbursed for the most recent charge.
Business response
07/23/2024
Dear *******,

Greetings!

This is ***, one of the Team Leads from Trend Micro Consumer Support.

We apologize for whatever inconvenience this has caused you, but rest assured we would assist you with your concern.

I understand that you would like to cancel the auto-renewal feature of your order completely and request for a refund on the charge made under your credit card.

The charge was due to the enabled auto-renewal feature on your recent order. The auto-renewal-triggered order normally captures the credit card and billing address used from the manual purchase of the subscription. Rest assured that the auto-renewal feature on all of your orders is terminated completely, and you will not be billed automatically in the future.

For the refund request on the said charge, we are able to process this from our end. Kindly wait for the amount to be credited back to your bank account within 5 to 7 business days.

Here are the refund details:

Refund Number: **********
Order Number: 141262068700
Amount Refunded: $106.57

Should you have further questions, please let us know so that we can assist you.

Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email so we can immediately get back to you.

*To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please **** this message as "not spam"email.

Thank you and have a great day!

Regards,

Consumer Support Team
Trendlabs HQ, Trend Micro Incorporated
Initial Complaint
05/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We are requesting full refund for 5/13/24 pending transaction of $107.20 auto renewal from Dri Trend. We also want to cancel this auto renewal. Our company has no knowledge of using this product. We cannot find any information in our files as to where this came from. We have tried to research through our bank and the only thing that can be provided is an address. It is very difficult to contact this company. The phone number on Trend website only prompts you to use their on-line system and then the number called hangs up on you after prompting. Even the number listed on this site for them hangs up after prompts. In order to dispute anything, ask for refund or cancellation using their on-line system doesn't work because it ask for an order number in which we do not have. This is why we are cancelling in the first place. We have no knowledge of this product and it's use for our company, Nor do we want to do business with this company.
Business response
05/13/2024
Dear ********,

I understand that you would like to request for a full refund as well as cancel the automatic renewal. Allow us to assist you on this.

We were able to find the order, and this is to confirm that we successfully disabled the automatic renewal of your subscription.

We would also like to inform you that we have already endorsed your refund request to our online merchant which is Digital River. Please wait for about 5 to 7 business days for the requested amount to be credited back to your account or you could also contact your bank for follow-up. Here are the details:

Refund Number: **********
Order Number:138809816400
Amount: $107.70

Note: Settlement is not complete for this order. The refund will not be issued until we have received payment for the requested amount.

Should you have any additional concerns or require further assistance, please do not hesitate to let us know. We are here to help.
Thank you for your understanding and wish you a wonderful day ahead!

Regards,

Trend Micro Consumer Support
Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please contact TrendMicro to stop the Auto Renewal on my Anti Virus software.Their number given by my bank *********** ************** does not allow me the option to stop Auto Renewal that will be charged to my *********** Visa ending in 8050 on May 19, 2024 for $32.46.I disputed last year's charge on December 28, 2023 thru *********** for $38.92 and I contacted TrendMicro to Nonrenew/Cancel my service immediately.I need a Written Confirmation of Cancelation of Automatic Renewal of ******************** that TrendMicro never provided so that they will not Automatically re-bill my *********** Visa and that they will cancel my ****************
Business response
04/23/2024
Dear ***,

I sincerely apologize for any inconvenience you may have experienced. After carefully reviewing your case, I have determined that your Trend Micro product (with Serial Number: TOEF-****-****-****-***** was originally purchased from Best Buy. To address your concern regarding automatic renewal, I recommend reaching out to Best Buys dedicated call center at ************** (1 888 Best Buy). A knowledgeable support agent will verify your information and assist you in turning off the automatic renewal feature. Rest assured that this is the sole method for managing this setting.

Should you have any additional concerns or require further assistance, please do not hesitate to let us know. We are here to help.

Thank you for your understanding, and I wish you a wonderful day ahead!

Regards,

Trend Micro Consumer Support
Customer response
04/23/2024
I contacted Best Buy. Agent ***** told me the **************** would be canceled and I would no longer be billed since I am the only person listed on the Credit Card.
My Credit Card under ********************* was being billed, but the Anti-virus software was linked to my former husband, ********************* and his cell phone number.
Thank you for your prompt assistance to solve this billing problem.
***************
Initial Complaint
04/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
February 15, 2024 transaction made on my PayPal account with no notification. I went to website to remove subscriptions which I can not do. Zero access to my subscription information. Tried to remove product from my computer but not receiving emails because m was missing off of email to remove. Tried calling service that charged me called digital river to remove charge and number is out of service ************. Before talking to Trend Micro looked at personal vault on cloud all information was in trash associated with them. Only after speaking to them could I remove the application from the control panel and i noticed the screen on control panel was different looking after removal. **************. First time I called lost contact with person I was speaking to. And phone was acting strangely second time. Called on a different number and got through. Want a refund and investigation into this company seems to be mining my information. My command prompt screen kept popping up.
Business response
04/05/2024
Dear ******,

Greetings!

This is ***, one of the Team Leads from Trend Micro Consumer Support.

We apologize for whatever inconvenience this has caused you but rest assured we would assist you with your concern.

I understand that you would like to request for a refund on a charge happened under your Trend Micro account. Let me help you with this.

Upon checking on your records using your email address, I have found a recent order dated last February 15, 2024. This order has a disputed order status, which is the reason why the processing of refund is pushing through.

In order for this refund request to proceed, we may need to request for a confirmation letter from PayPal that they lifted the disputed status. This will allow us to endorse for manual processing this particular to the accounting team of our online merchant, Digital River.

We will reach out to you directly via email so you can easily send to us the confirmation email from PayPal and proceed with the refund request.

You also mentioned that you are trying to remove the installed Trend Micro software on your computer. If you are no longer using the software, you may refer to this link on how you can uninstall it completely from your device: ******************************************************************************************

For complete account deletion, kindly submit a request to ****************************************************** to authorize the deletion process of your Trend Micro account.

Should you have further questions, please let us know so that we can assist you.

Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email so we can immediately get back to you.

*To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please **** this message as "not spam"email.

Thank you and have a great day!

Regards,

Consumer Support Team
Trendlabs HQ, Trend Micro Incorporated
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Feb 24 2024, an unauthorized charged of $149.95 was made, via PayPal, by Trend Micro. I filled a case with PayPal and gave the company - Trend Micro - a choice to either give me a partial refund of $90 and renew the subscription at the original purchase price ($59.95 made Feb 2023, via PayPal) OR cancel the subscription and give me a complete refund of $149.95. On Feb 28, Trend Micro canceled the subscription. On March 19th, PayPal issued me a partial refund of $90. I am seeking the remaining refund of $59.95 for the cancelled subscription.
Business response
03/21/2024
Dear *******,

Greetings!

This is *** from Trend Micro Consumer Support.

We apologize for whatever inconvenience this has caused you but rest assured we would assist you with your concern.

I understand that you are requesting for the partial refund amount of ***** USD since you already received a disputed amount (***** USD) from PayPal. Let me help you with this.

Upon reviewing the most recent order with us, it appears that it still has the "Disputed" status on our end. I have requested to lift the dispute from our end by providing your submitted proof of contact with PayPal.

Rest assured, we will closely monitor the status of your refund request and we will contact you directly via email to provide updates on the processing of your refund request.

Should you have further questions, please let us know so that we can assist you.

Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email so we can immediately get back to you.

*To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please **** this message as "not spam"email.

Thank you and have a great day!

Regards,

Consumer Support Team
Trendlabs HQ, Trend Micro Incorporated
Customer response
03/21/2024
I am rejecting this response because: I don't know, exactly, what you are telling me. All I know is that Trend Micro made an unauthorized renewal charge of $149.95, via my PayPal account. I know that I gave Trend Micro a choice - either give a full refund and cancel the subscription OR refund $90 and renew the subscription at the reduced charge of $59.95 (the original charge made Feb 2023), instead Trend Micro decided to cancel the subscription and refund only $90, thereby keeping $59.95 for doing nothing. I want the due refund of $59.95. Thank you.
Customer response
07/08/2024
TrendMicro gave refund. Issue is closed. Thank you.
Initial Complaint
03/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
********************************************************************************************************************************************************* That is fraudulent website and targeting trendmicro antivirus security users to scam
Business response
03/07/2024
Dear *******************,

This is ***, one of the leads from Trend Micro Consumer Support.

We greatly appreciate your concerns for possible fraudulent website that is advertising Trend Micro products to users.
We have initially checked the *** link that you indicated in your case, and we have found out that this website is mainly creating unofficial reviews to antivirus products.
Basically, the site owner will test the antivirus product to different environments, testing its features, capabilities and responsiveness to digital threats, and he/she will write a review about it.
In order for us to be sure if the site is fraudulent and can be a scam/phishing website, we'll forward the *** link to our experts to review & assess its safety and we'll let them reclassify if the site is dangerous or not.
Once we receive the results from our experts, we'll share the news to you directly to your email address.
It has been a pleasure assisting you. Thank you and have a great day!

Regards,

Consumer Support Team
Trendlabs HQ, Trend Micro Incorporated
Initial Complaint
02/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
THESE PEOPLE ARE SCAMMERS!!! I HAVE NO IDEA WHO THESE PEOPLE ARE NOR HAVE I EVER IN MY LIFE DONE ONE OUNCE OF BUSINESS WITH THEM EVER!!! THEY ARE SCAMMERS TRYING TO GET ME TO GIVE THEM MONEY! I HAVE NEVER EVER HEARD OF THIS COMPANY AND I HAVE NO IDEA WHAT THEY ARE REFERRING TO IN THIS ***** WHICH IS BELOW AND I HAVE INCLUDED THE ***** ADDRESS FROM WHERE IT ORIGINATED. THESE PEOPLE ARE SCAMMERS AND I HAVE DONE EVERYTHING HUMANLY POSSIBLE TO GET THEM TO STOP SENDING ME THESE *****S ALL TO NO AVAIL. I HAVE CALLED THE NUMBER ON THE ***** REPEATEDLY AND LEFT COUNTLESS MESSAGES AND NO ONE HAS EVER CALLED BACK. I HAVE TRIED *****ING AND NO RESPONSE. I NEED BBB TO HELP ME STOP THESE INCESSANT SCAMMING *****S WHERE THESE PEOPLE ARE TRYING TO GET ME TO SEND THEM MONEY. IF THEY TRY TO SAY I HAVE DONE BUSINESS WITH THEM THIS IS A BLATANT LIE!!Dear Valued Client, ******************** We're dedicated to ensuring your digital world remains secure.It brings us great pleasure to acknowledge the successful renewal of your subscription with Trend Micro. Your continued trust in our digital security solutions is deeply valued.Invoice ********************* 30-01-**** at 19:40:01 Invoice Reference: #9IWEJS ServiceQuantityPrice Per UnitTotal Cost Office365 SmartGuard1$782.00$782.00 Payment Status: Successfully Completed Billing Note: The transaction will reflect on your statement within ***************************************** have any questions, our dedicated **************** team is readily available to help.Contact Us at: +1 { 844 } 677/1992 Refund and Cancellation Policy:Your satisfaction is our top priority. We encourage you to contact us for any refund or cancellation requests as per our service terms.April E Lemon <******************************>Copyright **** Trend Micro **** All rights reserved.
Business response
02/02/2024
Dear *****,

I have reviewed the sample email that was forwarded to our team and upon checking this is a sample a Technical Support Scam posing as Trend Micro.

To know more about this, please visit our support website:
Advisory:Technical Support Scams posing as Trend Micro Support

I would also like to clarify that Trend Micro is not affiliated in any way with ***************** the signatory on the email you received.

Let us know if you have any other concerns.

Thank you and have a great day!

Regards,

Trend Micro Consumer Support
Customer response
02/02/2024
I am rejecting this response because:
I DO NOT KNOW WHO THESE PEOPLE ARE NOR HAVE I EVER DONE BUSINESS WITH THEM EVER WHICH WHY I FORWARDED THE ***** I RECEIVED FROM THEM TO THE BBB AND FILED A COMPLAINT. THESE IDIOTS HAD THE ***** TO SEND ME SOME CANNED ***** RESPONSE ADDRESSING IT TO "VALUED CUSTOMER" AND THEN PROCEEDING TO TRY AND SELL ME SOME OF THEIR SERVICES. I AM NOT A CUSTOMER OF THESE PEOPLE NOR DO I EVER WANT TO BE! THE **** OF THESE IDIOTS TO SEND ME A CANNED RESPONSE AND EXPECT ME TO UTILIZE WHATEVER SERVICES THEY OFFER IS AN INSULT AND I WILL NOT ACCEPT THEIR GARBAGE. THEY ARE AN IT COMPANY! IF THE ***** I RECEIVED WAS FROM A SCAMMER THEN WHY AREN'T THEY TRYING TO FIND OUT WHO IS DOING THIS AND SHUT THEM DOWN INSTEAD OF SENDING ME SOME RIDICULOUS ***** TRYING TO SELL ME THEIR SERVICES. I WILL NOT ACCEPT THIS BRUSH OFF AND CLEARLY THEY DO NOT GIVE A **** ABOUT CONSUMERS WHO ARE BEING SUBJECTED TO THIS C*** AND NOT EVEN HAVING THE DECENCY TO OFFER THEM HELP TO RESOLVE THE PROBLEM.
Business response
02/05/2024
Greetings!

We understand that you have concerns about an email you have received claiming to be from Trend Micro. Let me help you with this.

Trend Micro became aware of some consumer customers receiving technical support emails by criminals impersonating our company. Trend Micro is not affiliated with these technical support scammers in any way. Trend Micro's legitimate online sales and merchant is only Digital River. Please do not comply or attempt to contact the information stated in the email you have received. Is it possible for you to provide us a copy or screenshot of the email that was sent to you, including the email address on where it was sent from? This is for us to file this case on our tracker.

It is recommended to not do any of the actions they have stated as it would often lead into the scammers having access to your personal information and coerce you into paying for their fraudulent services.

Kindly provide us the information below
******'s email address
Your email address
Email client you use
Screenshot of the email

For the sample email you may send it over as a screenshot: ******************************************************************************************

Toll-free Trend Micro Consumer Support Hotline: **************
We are open: Mon to Fri 5AM - 8PM (PST)

Also, you may check out our help center article about Email Support Scams. Please refer below to be directed accordingly.

FAQ: Email Scams:
******************************************************************************************************
Customer response
02/05/2024
I am rejecting this response because:
I ALREADY SENT A COPY OF THE ***** IN MY COMPLAINT TO THE BBB WHICH YOU OBVIOUSLY READ BECAUSE YOUR LAST RESPONSE SAID YOU HAD NO AFFILIATION WITH THE PERSON "APRIL E LEMON" WHO SUPPOSEDLY SENT THE *****. GET THE ***** FROM THE BBB COMPLAINT!!! WHY DO I HAVE TO DO SOMETHING TWICE? THIS IS YOUR PROBLEM AND YOU NEED TO FIGURE OUT A SOLUTION SO CONSUMERS DO NOT CONTINUE TO BE DUPED BY THESE SCAMMERS IMPERSONATING YOU IF THAT IS INDEED WHAT IS HAPPENING.
Initial Complaint
12/17/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We cancelled our subscription in 2022 having paid in 2 prior years (2021, 2020).We received a refund in 2022 But they charged us again on Dec 6 2023 Their online form for getting a refund is NOT user friendly and prevents submission with out the order number. The order email is not received, it is impossible to file a request It took me over an hour to make this refund request.I will NEVER do business with Trend Micro again
Business response
12/20/2023
Dear ******,

Greetings!

We apologize for whatever inconvenience this has caused you, but rest assured we would assist you with your concern.

I understand that you received an unauthorized charge on your subscription which is already cancelled. Let me help you with this.

Upon checking our records, one of our support engineers helped in processing your refund request and it was processed successfully.

Please wait for about 5 to 7 business days for the requested amount to be credited back to your account or you could also contact your bank for follow-up. Here are the details:

Refund Number: 7908603820
Order Number: 132384069900
Amount: $83.75

While were sad to see you go, we completely respect your decision for discontinuing your business with us.

We do hope that youll always be safe in your online journey.

Should you have further questions, please let us know so that we can assist you.

Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email so we can immediately get back to you.

*To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please **** this message as "not spam" email.

Thank you and have a great day!

Regards,

Consumer Support Team
Trendlabs HQ, Trend Micro Incorporated
Initial Complaint
10/20/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Subject: Dispute and Request for Refund and Account Information - ********************************************* Subscription Hello I would like to address the ongoing issue with my Trend Micro subscription, request a refund for the charges dating back to 2018, and ask for specific account information for the past three years. I believe there might be some confusion regarding my situation, and I would appreciate your assistance in resolving this matter comprehensively.Firstly, regarding the recurring charge, I want to clarify that I have never intentionally chosen auto-renewal for my subscription. I've always waited for a reminder and then decided each year whether to renew or not. Additionally, I haven't needed third-party security software since Microsoft introduced Defender.I understand that you have initiated a refund for the most recent charge, which was on October 6, 2023. However, as previously communicated, before finalizing the refund, I require detailed account information for the past three years, specifically:1. Date of Download 2. Date of Installation 3. Date of Activation 4. Date of Last Update 5. Date of Last Access 6. Date of Notification for Recurring Charges I appreciate your previous response indicating that you could provide information up to item 4. I kindly request that you provide the remaining two pieces of information (items 5 and 6) to complete my request. This information is essential for understanding the activities associated with my account and resolving the issue of recurring charges effectively.In addition to the account information, I would like to address the matter of recurring charges. If the charges have indeed been recurring since 2018, I kindly request a refund for all the charges from 2018 through 2023.Your prompt assistance in providing the requested information and resolving the refund matter would be appreciated. I look forward to your response within a reasonable timeframe.Thank you for your attention to this matter.Sincerely,***
Business response
10/21/2023
Dear ***,

I hope this message finds you well. I understand that you would like to get a refund for all the charges from 2018-2023. Allow me to further assist you on this concern.

Below are the details that you are requesting. Since this is a software, we have a limited view on these the data on our end:
1. Date of Download - We dont have a visibility on the exact date, but we will be able to see when it was first registered/activated since that will be the basis of the start of the subscription.
2. Date of Installation - We dont have a visibility on this
3. Date of Activation - 1 device was registered 2017 while another 2 device was registered 2018
4. Date of Last Update - We dont have a visibility on this
5. Date of Last Access - We dont have a visibility on this
6. Date of Notification - Email reminders and notifications are sent to you a month before the charge occurs. The Auto renewal reminder notification sent was September 6,2023

I can see that you are already in contact of our support team under this case number:TM-3239136-F4Z2Y5 and saw that the refund has been completed for the recent order (Order Number: ************ for $61.63).

Please note that all Trend Micro Security products have an unconditional 30-day money back satisfaction guarantee. You may return these products to us for any reason within this timeframe. As much as I would like to provide you your request, we are limited with the 30-day money back policy and won't be able to process refund for the 2018-2022 orders.

Please let me know if you have any further questions or concerns. Thank you for your understanding.

Regards,

Trend Micro Consumer Support
Customer response
10/22/2023
I am rejecting this response because:
I have no record of the renewal notices. I have gone through my deleted mails which are archived in my outlook account. I canceled last year after this occurred. Since I found out about last year's charge after the 30-day period, I was not able to receive a refund. Is this a problem with Trend Micro or Digital River? Again, I never ever opt for autorenewal when making a purchase. I always review the need for the software and renew the license as needed. As you can see, there has been no activity snice 2018.
Business response
11/18/2023
Hi BBB,

Customer is being notified every year before the charge was made. We have complete records on this on our end.

Please note that all Trend Micro Security products have an unconditional 30-day money back satisfaction guarantee. He can return these products to us for any reason within that timeframe. However, as much as I would like to provide his request, we are limited with the 30-day money back policy and won't be able to process refund for the 2018-2022 orders.
Regards,

Trend Micro Consumer Support
Initial Complaint
07/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am trying to uninstall an old version of trend micro internet security from my computer. It requires a password or you can retrieve your password via email. I do not have the password. When I chose retrieve password by email. I get a message stating my password cannot be retrieved via email. I called trend micro support ************ and they refuse to help because my subscription has run out. They are using this software as randsomware that they are supposed to be protecting my computer from.
Business response
07/22/2023
Dear ******,

I hope this email finds you well. I understand that you would like to uninstall Trend Micro Internet Security from your Windows computer but it is prompting you for a passwords. Please follow the steps below to completely remove the program:
1. On your keyboard, press the Windows + R keys at the same time to open the Run window.
2. Type "supporttool.exe" and click OK.
3. When the User Account Control window appears, click Yes to open the Trend Micro Diagnostic Toolkit.
4. Select the *** Uninstall tab and click 1. Uninstall Software.
5. Click Yes and copy your serial number.
6. Check the box that says "I copied my serial number" and click Uninstall.
7. Click Yes when asked to restart your computer.
If you encounter any issues during the uninstallation process, please refer to the following Knowledge Base article for more detailed instructions: ******************************************************************************************

We apologize if someone refused to assist you on the number that you called but that for a different department. You may reach out to us via ************** (MON-FRI) 5AM - 5PM PACIFIC TIME or feel free to choose from any of our support channels available on this link: ****************************************************************************************

Please let me know if you have any further questions or concerns. Thank you for choosing Trend Micro.

Regards,

Trend Micro Consumer Support

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