Complaints

This profile includes complaints for Nexway, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nexway, Inc

  235 Westlake Ctr PMB 30 Daly City, CA 94015-1430

• 

  Nexway, Inc

  55 New Montgomery St # 518 San Francisco, CA 94105

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 11/28/2023 I renewed a subscription with ********* ******************* The payment was processed through Nexway. It was for a 2 year subscription but now that the ************************* has mandated that Kaspersky can no longer do business in the *** (because they are a Russian based company) and are considered a national security threat. ********* is moving their clients to a newly formed company, Ultra AV, of which no one knows anything abut them, their quality of services, reputation, etc. I and many others do not feel comfortable with the arrangement and have decided to go with another AV provider. After many frustrating attempts to talk to someone I was finally able to get through to Kaspersky who told me that I would have to contact Nexway because they handled the payment. Nexway is telling me they can't issue a credit because there is a problem with my credit card company, **** card. i called them and they said there is no problem and Nexway should just issue the credit to me. Nexway said they want to do a wire transfer to my bank and want me to provide the bank routing number, account number and all the pertinent information. I do not want to do this for my own security protection . I have asked them to just send me a check or a Gift Card or even an Amazon Gift Card. It is not Kaspersky's fault that they are banned from the *** (that I know of) but neither is it mine. I contracted with ********* not some unknown company that I would be transferred to with out my consent.

  Business Response

  Date: 09/23/2024

  Dear customer

  As previously explained, the ************************************** that was used to process your payment in 2023 is no longer working with us. Usually we do not provide refunds out of the 30 day window allowed by Kaspersky, so it should not have been a problem.

  We understand this is a different circumstance, provided that ********* will no longer be doing business in the **, and therefore we are willing to provide you with a full refund even though you have used the product for a year.

  However, the refund cannot be done through your credit card and since Nexway is based in ****** a check or gift card is not possible either.

  The information needed for a wire transfer is no different than the information written on a check that you use to pay any of your bills.

  All we need is the account number, routing number and bank name. Giving this information will not be harmful to you. You can ask your bank or take a look at your checks!
  

  As soon as you provide the information needed, we can provide you with the refund.
  

  Best Regards

  Nexway

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22321886
  
  I am rejecting this response because:

  Nexway had no problem accepting my payment in 11/2023 (not only from me but other customers as well). I provided the **************** number at ********* for ********************** - to call ************** - I talked to ****. Please see the attached email message. As mentioned I do not feel comfortable providing my bank account information to anyone. Nexway has offices in the ***. They are a business and certainly can provide a Gift Card or a check. Why can't the office in ****** issue a check? They are more than willing to take credit cards from customers.
  
  Sincerely,
  
  ** *********

  Customer Answer

  Date: 09/27/2024

  Hi,
  
  I went to my local bank today and spoke to the Bank Manager. She said in no uncertain terms to ever  give my personal bank account information out unless I know them personally (i.e. like a relative or friend). Certainly not Nexway/Kaspersky with their reputation. 
  

  
  

  Business Response

  Date: 09/30/2024

  I submitted your complaint to management and am trying to see if there is anyway they can a gift card.

  I will contact you as soon as I hear from them

   

  Best Regards
  

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22321886
  
  I am rejecting this response because they do not say  definitively that they will issue a Gift Card - only that they are going to try to issue it! It is one way or the other - trying to issue the gift card is meaning less.
  
  Sincerely,
  ** *********

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16, 2024, I ordered a renewal on my Kaspersky antivirus program. I received an email from another source saying the US has sanctioned Kaspersky and it cannot be used in the **, I requested a refund of the purchase price and ********* told me to reach out to Nexway, since it was purchased through their company, to get the refund. I have sent multiple emails to Nexway back and forth, and they kept telling me I would be receiving my refund within 7-10 business days. I would continually email them back, and finally on August 12, 2024, they told me they would send me a wire transfer of my refund if I provided them with my banking information, which I wasn't comfortable doing via an unsecured email, so I asked for a phone number, and I have tried to call this number multiple times, and no one ever answers (calling during their stated business hours). I want my money refunded to me as quickly as possible.

  Business Response

  Date: 08/27/2024

  As previously explained to our customer ***********************, there was a problem beyond our control. The *************** Provider was not providing the refunds requested by us. So after trying for several days to provide a solution, our team decided the best way would be a manual refund via bank transfer.

  The refund for USD ***** has been processed to her bank account on **********.

  If you have any other questions, please don't hesitate to contact us again

  Best Regards

  Nexway team
  

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction DATE: 2/26/2024 AMOUNT: $75.85 VENUE: Corporate Credit Card the charge is not a charge I made or recognize. it was reflected on my CC as Kaspersky US Nexway *****. I called and IMMEDIATELY received a pre-recorded message which did not help me at all.

  Business Response

  Date: 03/05/2024

  thank you for contacting Nexway.
  
  This charge corresponds to an automatic renewal of a Kaspersky anti-virus product. The initial order was placed in 2023 with the auto-renewal option enabled under email address *********************.
  
  We have now cancelled and refunded the renewal of your Kaspersky subscription under order number 3NHTFT5W7U0. You should see the refund within 7 to 10 business days (depending on your card provider)

  Please contact us if you have further questions

  Best Regards
  

  Customer Answer

  Date: 03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************