ComplaintsforTrend Micro Incorporated

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A charge in the amount of $62.95 appeared on my recent **** of America credit card statement, with a transaction date of 4-27-2023. The merchant showing on the statement is "DRI Trend Micro." I have a subscription to Trend Micro, which renewed in January 2023 (and which is no longer set to autorenew), at a cost of $80.95; the renewal was charged to a different credit card. I disputed the $62.95 charge with **** of America, who denied my dispute, saying that I did not provide valid documentation that I had already paid for my Trend Micro subscription. After hours of effort, I have been unable to connect with anyone at BOA to determine what was not valid about my documentation. Calls to Trend Micro (also taking hours) have also been a failure, with the Trend Micro representative saying that since I do not have an order number (no order number because I did not order it), they cannot find the transaction. In my most recent set of calls yesterday, the Trend Micro rep said that it looked like a "Best Buy" subscription to Trend Micro. She is supposed to research and get back to me, but I do not have any confidence that will happen. I have not shopped at Best Buy for years, and have never bought a computer there. I have an unusual first name, so it should not be so difficult for Trend Micro to find this transaction and reverse it, with a refund to my BOA credit card.

  Business response

  07/10/2023

  Greetings!

  Thank you for contacting Trend Micro Support.

  We understand that you wanted to request for a refund for the $62.95 charge on your account. Upon checking, the only record showing on our end is the $80.95. We have already escalated this case to Best Buy to check the transaction. Would it be okay if we will update you via email?

  We're sorry for the inconvenience it may caused. Should you have further questions, please let us know.

  Thank you.

  Regards,

  Consumer Support Team

  Customer response

  07/10/2023

  I am rejecting this response because:   I provided a copy of the unauthorized charge of $62.95 that was made on my **** of America credit card, which is not the card my Trend Micro subscription was on. Given that DRI Trend has the last 4 digits of the credit card that was charged, and my full name, which is unusual, they should be able to find and reverse the charge. I also previously provided several email addresses. 

  Business response

  08/10/2023

  Dear *****,

  Thank you for your patience. I was able to confirm that your $62.95 has been successfully refunded last July 19, 2023. Please check your account. Let us know if you have other concerns. Thank you!

   

  Regards,

  Trend Micro Consumer Support team

  Customer response

  08/10/2023

  I have reviewed the business response and accept this resolution. It took a lot of time, more phone calls and emails, and having to get the credit card company issue a check to me because I had closed the credit card account, but it is resolved. Also, I have removed the Trend Micro subscription I actually ordered from my computers. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DRI*Trend Micro charged $97.37 to my credit card on 4/23/2023. In the past, I have purchased their software by going online. However, I have not contacted DRI*Trend for an order for their software within the past several months because I was moving to another location and when I moved my old computer was replaced with another computer that does not have Trend Software installed. I have received NO DRI*Trend software in the past several months. I recently called the DRI*Trend phone number ************** and managed to have a short conversation with an employee. They wanted my DRI*Trend Micro account number...which I no longer have, so my problem wasn't solved. I am very concerned that they will automatically bill me each year for software that cannot be shipped to me because they have no longer have my new address and I will be expected to download the software online for an account I no longer have.

  Business response

  06/21/2023

  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.
  
  Upon checking all of your previous orders with Trend Micro, it appears that the order with the charged amount of $97.37 has already been refunded in your account.
  
  Here are the details:
  
  Order Number: 123249409300
  Refund Number: 7778080620
  Total Refunded: $97.37
  Date Refunded: 6/15/23, 7:34:53 PM Central Daylight Time
  
  If this amount didn't reflect in your bank account,kindly contact your bank to check your account for any floating funds.
  
  To ensure that you will be not automatically charged in the future, I have backtracked all of your previous orders on our end, and I was able to completely disable the auto-renewal feature of those orders.
  
  While were sad to see you go, we completely respect your decision and 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,
  
  Kimiel "***" *********
  Consumer Support Team
  Trendlabs HQ, Trend Micro Incorporated
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid appropriately $125 for internet protection service. Never able to download to my computer. Contacted company. Agreed to $82 refund. Never received refund. Company stopped responding to emails

  Business response

  05/15/2023

  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 would like to request for a refund on a charge made under your account. Let me help you with this.
  
  Upon reviewing the order using the email address that you stated, it shows that the refund request for the order with order number of 1111244534739 was successfully processed last April 23, 2023.

  The amount should be credited back to your bank account within 5 to 7 business days.

   In case the amount is not yet reflecting in your bank account, kindly check this issue with your bank as the amount might still be pending on their end.

  You may refer to this refund processing number: ********** 

  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

  05/16/2023

  I am rejecting this response because:   Ive heard this before.  I believe the company never credited the right credit card. The card I used was replaced. I told them this and they never asked for the new card number. 

  Customer response

  05/24/2023

  I need to give a new credit card number to the business. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 1 year subscription on April 10th, 2022 for $64.90. My expiration date was April 9th 2023. Trend Micro took it upon themselves to not only charge me over double from last year, but did it two weeks early. I was charged $140.67 on March 26th of 2023. I cannot get ahold of anyone. The phone rings and rings. I would like to cancel and I would like my $140.67 credited back to my credit card but it seems no one is willing to even speak to me. For a company that is supposed to be about security I feel I was robbed by them.

  Business response

  04/07/2023

  Greetings from Trend Micro!

  We have received your concern about the Automatic Renewal charges and we do apologize for the inconveniences it caused.

  The reason for the price difference is because the prices online depends on the promotional packages available while your account is under automatic renewal plan.
  
  For accounts enrolled to our Automatic Renewal Plan, the system will automatically renew the program for you with only a 10-15% discount while the renewal price online for the same program varies depending on the promotional packages available on a certain period of time.

  Automatic Renewal email reminders and options as well have been sent to the registered email address.

  Upon checking, the amount of $140.67 has already been credited back to your account last April 4, 2023 with the Refund Number of **********.

  If you have other questions or inquiries for us, don't hesitate to let us know so that we may assist you further.

  Thank you!

  Customer response

  04/11/2023

  I have reviewed the business response and accept this resolution. I was contacted through ******** and agreed to receive a partial refund (to where it was the same payment as last year) Charging more than double and especially charging it over 2 weeks earlier is shady practices and I felt cheated by a company that is supposed to make me feel secure. I am satisfied with the resolution. 

• Initial Complaint

  11/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was changed on 11/08/22 for 66.73 and I never made a purchase with them I tried to call and I keep on getting disconnected

  Business response

  03/13/2023

  Business Response /* (1000, 13, 2022/12/14) */ Greetings! This is Jam from Trend Micro Consumer Support. Hello Better Business Bureau (BBB), We received your email regarding the complaint of ****** ****** due to the auto renewal charge of his subscription last November 8, 2022. We have reviewed our system if Mr ****** have an existing case pertaining to his concern but it seems that he was unable to contact our end. Hello Mr ****** ******, I would like to inform you that we have now processed your refund request. 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: ************ Amount: $66.73 Could verify as well what is the hotline you are trying to contact where you keep on disconnecting. By the way, you can also request a refund via our helpcenter page: ******************************************** Should you have further questions, please let us know so that we can assist you further. If you prefer other support line, please feel free to contact us via Phone, Live Chat or Facebook. Visit ******************************************************** for our contact information. By the way, you can also check the active subscription by logging in into your Trend Micro Account. We would appreciate a response from you from the date you receive this email. *To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please mark this message as "not spam" email. Have a great day! Regards, Jamello M****** Consumer Support Team Trendlabs HQ, Trend Micro Incorporated

• Initial Complaint

  10/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Credit card charged on 8-10-22 for $85.81 by********** micro, trend.com MN. I didn't authorize this charge and they refuse to give me a mailing address to send a copy of the statement to them. I have no way to scan and email it to them. Several years ago I got a refund because I caught an email about it. Told them at that time I no longer want their products. My husband, Mike, however still uses it and we share the same email ********************************* however we have separate credit cards and all separate financial matters. I tried to email their customer service and after several unsatisfactory responses they stopped responding altogether. All I want is for them to refund my credit card charge and to never use my card again. Can you help me?

• Initial Complaint

  08/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I keep seeing reoccurring charges on my credit card statement for the company DRI*TREND MICRO. This is not something I have ever purchased or enrolled in. The most charges occurred within days of one another and is listed and "reoccurring charges" with credit card on file. I have never, EVER, purchased this!

• Initial Complaint

  06/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid Trend Micro 49.95 in April posted to my credit card on 4/25 and again in May for 49.95 posted to my credit card on 5/4/22. Both times to renew my computer and internet firewall protection. I've contacted Trend on 3 occasions. They say they have no record of either payment and did not renew me. I'm still not protected.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a subscription with this company since 2014. For the last 2 years I've tried repeatedly to cancel the service. So last fall I disconnected my bank account from my PayPal account to stop this from continuing. But they did it away. So I was more persistent this time. On May 12th after multiple attempts, I finally talked to a real person. This per gave me a case number and said they would refund my within 3-4 day. It's not the 25th. No refund. I called and was disconnected 3 x. Finally spoke to a person. After 5 minutes she said my refund had been processed. I had my PP account open and confirmed that was not true. Put me on hold for another 5-6 minutes and then said it was being processed and I should wait 3-4 more days. I asked for a manager as I'd been lied to twice. After 15-20 minutes she came back and said no manager was available, but in order for me to receive my refund I had to close my complaint with the company. Right. This company is supposed to protect me from fraud, they are the fraudsters!

*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. ↩