Complaints

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:08/12/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  This company took advantage of my elderly mother who has limited income. They misrepresented themselves and sold her an expensive product that she did not need. She already had McAfee computer protection that she had paid $59 for, but Jinigram misrepresented themselves to her and sold her more product that she did not need. They attempted to sell her more product and asked her to pay more, in addition to the $379 she had already paid. I contacted them and asked them to issue a refund of the $379 (3 year years) that was paid 10/1/2023, or at least to prorate the cost and cancel her contract/service with them, but they refused.

  Business Response

  Date: 08/14/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address any issues youve raised.
  Firstly, I want to assure you that our company operates with the highest level of integrity and transparency. We are committed to ensuring that all our customers, including your mother, fully understand the services and products they are purchasing. At the time of the purchase on October 1, 2023, your mother provided full authorization for the payment and was made aware of the terms and conditions associated with the service, including our refund policy.
  Regarding your request for a refund or proration of the cost, I must respectfully inform you that as per our clearly stated refund policy, we are unable to process a refund for a purchase made in the past. These policies are designed to be fair and transparent and are provided to all customers at the time of purchase. We encourage you to review the invoice, terms, and conditions, which outline the policy in detail.
  We understand your concern about the perceived necessity of the product; however, our representatives do not engage in misleading practices. The product purchased was tailored to provide comprehensive protection and support beyond what standard software like McAfee offers, which was explained at the time of purchase.
  We are committed to customer satisfaction and regret any confusion or dissatisfaction. If there are any further concerns or if you would like to discuss this matter in more detail, please feel free to contact us directly. We are here to help and ensure that you and your mother feel confident in the services received.
  
  Thank you for your understanding.
  
  Regards
  Customer relationship manager

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22129244
  
  I am rejecting this response because:

  This company misrepresents itself to vulnerable individuals such as my 80 year old mother.  They state that she understood the full implications of what they sold her, but this is a lie.  They presented themselves as part of her McAfee security product and told her that she needed more service.  She did not.  They lied, misrepresented the utility/necessity of their product, and charged a fee well above typical prices for computer security products.  The lock in vulnerable consumers for 3 years with only 1 month to reconsider their purchase.  This is a white-washed scam of elderly vulnerable people.  If this company really cared about her and their reputation, they would reimburse my mother on a prorated basis.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/20/2024

  Dear *******,
  Thank you for your reply. We deeply regret that you feel this way and want to assure you that it is never our intention to mislead or take advantage of any customer, especially vulnerable individuals like your mother. We value transparency and fairness in all of our interactions and take these matters very seriously.
  To clarify, at the time of your mother's purchase, we followed our standard procedures, which include clearly explaining the services and products we provide. Your mother authorized the purchase after being informed of all details. Our goal is always to offer additional protection that complements existing services, not to replace them.
  We understand that this situation may be frustrating, and we apologize for any confusion or dissatisfaction. However, our refund policy is outlined in the terms and conditions provided at the time of purchase, and we must adhere to this policy. While we cannot offer a refund or proration, please know that we are committed to providing your mother with full support and protection for the duration of the service she has purchased. Your Anitivirus license is valid for 3 years hence you can continue using, in addition to that. We can offer another extended manage service for computer and phone.  
  We encourage you to contact us directly if you would like to discuss any additional concerns or if there is anything we can do to assist your mother in making the most of the service she has. We genuinely care about our customers and want to ensure that they feel supported and secure.
  
  Thank you for your understanding.
  
  Sincerely,
  Customer relationship Manager

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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.

  This company is basically a boiler room. They fraudulently represent themselves as MaCaffee employees, which they are not. I literally asked them if they were employees of ******* and they said yes. They charged me $180 to cancel my Macafee subscription, something I could have done directly with Macafee for free. I actually called the real ******* fraud/scam number right after I paid the imposters (unfortunately not before) but while I still had them on my first phone. I put both phones on speaker so the actual Macafee employee could hear in real-time. I want my $180 back and I expect it to be refunded without delay. Shame on this so-called 'company'. I do not know why they haven't been put out of business. ***** doesn't even begin to describe their tactics.

  Business Response

  Date: 08/06/2024

  Dear *********,
  Thank you for reaching out to us and providing your feedback regarding your recent experience. We take such matters very seriously and appreciate the opportunity to clarify the situation.
  Firstly, we want to assure you that Jinigram operates with the highest standards of integrity and transparency. We do not represent ourselves as any other oem employees. Our goal is to provide valuable digital software and managed services to our customers.
  Regarding your recent transaction, we have already voided the $180 charge, and the funds should have been returned to your account. We recommend contacting your bank for any updates or confirmation regarding the refund. If there are any issues with the refund not being reflected in your account, please let us know, and we will work to resolve the matter promptly.
  We sincerely apologize for any confusion and frustration you have experienced. We understand how important it is to have clear and accurate information, and we regret any misunderstanding that *** have occurred during your interactions with our team.
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and ensure your satisfaction.
  Thank you for your understanding and cooperation.
  
  Best regards,
  Customer Relationship Manager
  **********************

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is, on the surface, satisfactory to me as my $180.has been refunded. 

  Having said this, and in response to Jinigram, LLC's response back, I do tale exception to their self-serving characterizarion of their business and the *** should be made aware of their impersonating practices:

  1. "Firstly, we want to assure you that Jinigram operates with the highest standards of integrity and transparency. We do not represent ourselves as any other oem employees." 

  This a fabrication and outright lie. I asked the individual on the phone if they were a direct employee of ******* and they responded yes, not just once but multiple times. They impersonated an employee and no amount if language they try to couch it in will change that fact. 

  2. They impersonated me in including a fabricated affirmative email response indicating that I agreed to purchase something. I never sent an email nor would I ever.

  3. It took many hours on the phone with them to get a resolution while they tried to explain and pressure -- all tactics used by boiler room businesses. It was only after I said I had filed a compliant, had them recorded as impersonating a ******* employee and filed a scam report with the BBB (which hopefully goes to the ***, especially with their new rulings on impersonating) that they relented. 

  There is simply no reputable business that acts this way. That they are doing business out of ************ is most especially appalling and I urge the Attorney General of CA to investigate this business before they can prey on more CA and US citizens.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/28/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I was trying to get support from McAfee and was somehow switched into corresponding with Quick Bay. I was not ware of this. They immediately lied to me about my product and its effectivity. My product detected the virus, which simply had to be removed manually,, but instead I was USPOLD a product I didn't need. The individuals that I dealt with were RUDE and condescending.

  Business Response

  Date: 08/08/2024

  Dear ****,
  Thank you for reaching out to us and sharing your feedback regarding your recent experience. We take all customer concerns very seriously and appreciate the opportunity to clarify the situation.
  Firstly, we want to apologize for any confusion or frustration you may have experienced. We strive to provide the highest level of customer service and regret any instance where our standards were not met.
  Regarding your request for a refund, we have already processed the refund for your transaction. The refunded amount should be reflected in your account. If you have not yet seen the refund, we recommend contacting your bank for confirmation and any further updates.
  We also want to address the concerns about your interaction with our representatives. We are committed to providing accurate information and respectful service to all our customers. We will review this matter internally to ensure that our team meets our service standards in all future interactions.
  To clarify, Jinigram operates independently. We aim to provide valuable digital software and managed services to our customers. We regret any misunderstanding that led to your dissatisfaction and assure you that we do not engage in misleading or aggressive sales techniques.
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and ensure your satisfaction.
  Thank you for your understanding and cooperation.
  
  Best regards,
  Customer Relationship Manager
  

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising 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.

  They called me, I don't know how they got my phone number, saying it was an emergency that they had to fix my computer. They said I had gotten into the dark web somehow. I told them I had ****** and I wanted to call them. They said if I hung up from them my computer would be corrupted and I wouldn't be able to get back in. I agreed to pay them and let them fix it. They didn't do anything to fix my computer after I paid them. I called Norton and they ran a scan and fixed it.

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This Jinigram company is a 3rd-party vendor for McAfee software who has targetted my elderly mother and repeatedly sold her McAfee products (with autorenew!) that she does not need.According to ******, she currently has 3 separate subscriptions for McAfee products, when she needs at most one. She has one desktop computer, yet Jinigram has sold her separate subscriptions named "PC Optimizer," "LiveSafe," and "Total Protection."Jinigram calls her every couple of months to sell her another "annual" or "3-year" renewal of a product, with the prices escalating each time. On March 15, 2023, she bought a renewal for $34.99. On February 14, 2024, she bought another for an additional $64.99. On April 24, 2024, she paid an additional $149.99. And on July 5th she purchased another subscription, this one for $379.99.I have more than once called Jinigram to cancel these and to ask them to please stop calling my mother.They are by all appearances unscrupulous in their selling techniques.

  Business Response

  Date: 07/22/2024

  Dear ******,
  
  Thank you for bringing this matter to our attention. We understand your concern regarding the multiple subscriptions and payments made by your mother, and we appreciate the opportunity to clarify the situation and address your concerns.
  Firstly, we want to emphasize that Jinigram is committed to ethical business practices and customer satisfaction. We take such matters very seriously, and we regret any distress or inconvenience caused.
  Upon reviewing our records, we have identified that your mother made a payment of $379.99 to Jinigram on July 5th, 2023. This is the only transaction associated with our company. The other payments you mentioned in your complaint, specifically the transactions on March 15, 2023, February 14, 2024, and April 24, 2024, pertain to transactions with some other company, and we are not liable for those charges. Please check your bank statement for further clarification or contact your Bank.
  To address your request for a refund, we can process a refund of the $379.99 that was paid to Jinigram. Unfortunately, we cannot issue refunds for the transactions that were processed by other companies, as we do not have control over those payments. If you have concerns about the payments made to other company, we recommend contacting their customer support directly to resolve any issues or disputes related to their charges.
  We also want to clarify that we do not engage in misleading or aggressive sales techniques. We aim to provide valuable products and services to our customers, and we are committed to improving our processes based on your feedback. We will ensure that no further sales calls are made to your mother from our company.
  To proceed with the refund of $379.99 from Jinigram, please confirm your acceptance of this resolution, and we will initiate the refund process immediately. You may contact us to initiate the process immediately. 
  
  As discussed, you may confirm the other charges, will initiate the refund of $379 of Jinigram charges. 
  
  We sincerely apologize for any confusion and inconvenience you have experienced. If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and ensure your satisfaction.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  Support Team

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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 7/11/2024 I was attempting to cancel and receive a refund for my McAfee antivirus protection for a device that I no longer own. I googled the McAfee phone number and some how called this company "Jinigram" or "Qikbay". This company wasted 55 minutes of my time on the phone passing me from person to person and telling me that I was unable to cancel this service. They stated many times that it was not allowed to cancel more than one account in one year. During the call, I was under the impression that I was speaking to the real ****** and therefore I kept asking to be escalated to a higher level of management to continue to be told the same story. They misrepresented themselves continuing to lead me to believe that I was speaking to ****** and that this was the only course of action was to subscribe to a manual account that could be cancelled after the subscription. Again, I continued to question how this could be and asked multiple times to MANY different employees to have the service cancelled and they kept refusing to cancel the service. They instead charged me an additional $180 and when I looked at my bank statement the charge is under the company name JINIGRAM LLC. This is theft! The individuals I spoke to on the phone new that I was under the impression that I was speaking to the *************** not a "tech company based in **********" as this company claims on their many other BBB complaints. Again, I reiterate that this is theft and company misrepresentation and outright lying. It is my opinion that this company knows what they are doing and are knowingly scamming individuals. I am requesting a refund immediately!

  Business Response

  Date: 07/15/2024

  Dear ****,
  Thank you for contacting us regarding your recent experience. We apologize for any confusion or frustration you may have encountered. We take such matters very seriously and want to assure you that we are committed to resolving this issue.
  We understand that you are seeking a refund for the subscription. We would like to clarify that Jinigram is an independent company. It appears there was a misunderstanding, and we regret any inconvenience this may have caused.
  Regarding your request for a refund, we are ready to cooperate and process the refund as soon as possible. However, we have been informed that you have already contacted your bank to dispute the charges. As a result, we are unable to process the refund directly until we receive further instructions from the bank.
  To expedite the resolution, we kindly request that you contact your bank and cancel the dispute. Once the dispute is canceled, we will be able to initiate the refund process immediately. This will allow us to address your concerns more effectively and ensure that you receive the refund in a timely manner. Or you may wait until Bank updates on dispute.
  We sincerely apologize for any inconvenience and appreciate your cooperation in resolving this matter. Please feel free to contact us if you have any further questions or require additional assistance.
  
  Thank you for your understanding and patience.
  Best regards,
  Support Team

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. During my phone call yesterday with Jinigram representative ***** (attached) she stated that when I accepted the resolution they would push my refund back immediately and that it would be processed within 5-6 days. My bank was immediately contacted and confirmed that the card was unlocked and able to receive a refund.  When I receive the refund the resolution will be satisfactory. At this time, I have not received a refund. I do find a refund to be a satisfactory resolution. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/29/2024

  On Jul 11th 2024, I reached out to what I thought was ****** customer support after doing a quick ****** search. This company is the one of the first search options that pops up when you search to cancel your McAfee subscription. I spent 55 minutes on the phone with several customer service representatives who claim that they are unable to cancel the ************** even though I repeatedly asked them to cancel- instead they continued to tell me that I was unable to cancel more than one subscription in one year (for McAfee which remember they are not McAfee). Not only did they NOT refund me they instead charged me an additional $180. When the charge came through on my bank as Jinigram and the email was from ****** stating that I had ASKED for this charge. I then asked for a refund - and there was no response. I then submitted a complaint with the BBB and someone named "*********************" then called me and told me that they attempted to process my refund, which my bank reports was NEVER attempted and she told me that if I did not accept the resolution by responding to the email and close the BBB complaint that they would not send my refund back. They tricked me initally and then manipulated me into closing my compliant. I have uploaded proof of the email chain and all communications that after the complaint was closed they never attempted to give me my money back. This company is an absolute SCAM. Please close them down and force them to refund my money!!

  Business Response

  Date: 08/09/2024

  Dear ****,
  Thank you for bringing this matter to our attention and providing detailed feedback regarding your recent experience. We take your concerns very seriously and appreciate the opportunity to address them.
  Firstly, we want to apologize for any confusion or frustration you *** have experienced. Jinigram is committed to ethical business practices and customer satisfaction. We are not affiliated with oem, and we aim to provide valuable digital software and managed services independently.
  Regarding the transaction in question, we have processed the refund for the $180 charge. If you have not yet seen the refund reflected in your account, we recommend contacting your bank for further assistance, as it appears the card used for the transaction has been closed. Your bank will be able to provide the most accurate information and help you access the refunded amount.
  We understand the importance of transparency and clear communication, and we regret any misunderstanding that *** have occurred during your interactions with our representatives. Our goal is to ensure that all customer inquiries and issues are resolved promptly and satisfactorily.
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and ensure your satisfaction.
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  Customer Relationship Manager
  
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21981900
  
  I am rejecting this response because there has been no effort to process a refund and I have not received one. Your claims that the issue is that my card is unable to receive a refund is not accurate. That was the case on the VERY first day of the complaint, but since July 16th 2024 my bank has confirmed that the card is available to receive a refund and there have been no attempts made since that date.  I have submitted proof of the communication in writing from my bank that the card is currently able to accept a refund but there has been no refund made. When the refund is received, that will satisfy the complaint. Please attempt to process the refund again and when I have received the refund, I will close the complaint. I would also accept another form of a refund if that is preferable. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/09/2024

  Dear ****,
  
  We have initiated the refund, please wait for 2-3 Business working days, It should reflect in your bank account. You may contact your bank on Tuesday or Wednesday, hopefully by then it will be done.
  
  Thank you for writing to us. Hoping your concern will be resolved soon.
  
  Regards
  Support Team

  Customer Answer

  Date: 08/13/2024

  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. I was finally provided my refund, only due to the process of the BBB. I have no faith that this business would have provided me any resolution without this process and I greatly thank the BBB for helping me to receive my money back! 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased a subscription from ****** and was offered Qikfox. A representative called me and asked for a renewal of this program at a service rate fee and I later refused the offer. I loss accessrto my computer and the next day I cancelled my subscription and requested a refund.I asked them to uninstall the program because I was having difficulty with uninstalling the download.They are tracking me and are still controlling my computer.

  Business Response

  Date: 07/10/2024

  Dear ******************,
  
  Thank you for reaching out to us. We understand your concerns and appreciate the opportunity to address them.
  Regarding your subscription, we would like to clarify our refund policy. Since the purchase was made in September 2023 and there has been no further payment for a renewal, the subscription cannot be cancelled or refunded at this stage. However, you can continue to use the service until it expires. Once the subscription period is over, it will be your decision whether to renew or let it expire without any further action required.
  As for your concerns about computer access, we want to assure you that we do not keep any credentials nor do we have access to your computer. We do not have the capability to track or control your computer in any way. If you are experiencing difficulties with uninstalling the program, we recommend following the official guidelines provided by the software manufacturer or seeking assistance from a trusted computer technician.
  We apologize for any inconvenience you have experienced and hope this clarifies the situation. If you have any further questions or need additional support, please do not hesitate to contact us.
  
  Thank you for your understanding.
  Best regards,
  Support Team

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21957107
  Support Team;

  The terms and conditions were not discussed prior to purchasing McAfee and your phone call last week was to solicit and sale Qik Fox which a known SCAM.  You are a third party sales group and I do not want your services but a full refund.

  Fraudulently representing themselves as ******
  Charging their victims $279 twice for a three-year *************** which they claim is tied with ******
  Falsely claiming their services crashed, requiring their victims to buy $130 in gift cards from CVS.
  *********************************************************** 17
  ********************************************************************* 12
  ***************** App - qikfox on the App Store (apple.com)

  n March 3, 2024, I opted to bait an Indian scammer posing as suppoat for McAfee and Norton through a virtual machine and was asked to pay for a 3-year plan for $279 through Qikbay. While they claimed the plan was for ******, the storefront was actually operated by Jinigram, LLC 13 under the leadership of ******************* 1
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  Business Response

  Date: 07/15/2024

  Dear *****,
  Thank you for your continued communication regarding your recent experience. We take your concerns very seriously and would like to address the points you raised.
  Firstly, we want to clarify that Jinigram is a legitimate company, and we are not affiliated with any scam operations. We understand that misinformation can spread easily online, and it is important to refer to legitimate and verified sources for accurate information. We encourage you to visit our official website and check verified reviews for a true representation of our services.
  Regarding the terms and conditions of your purchase, these were clearly stated on the invoice provided at the time of the transaction. We advise you to review the invoice for detailed information about the terms of your subscription.
  We regret any confusion caused during the phone call last week. It appears there was a misunderstanding regarding the solicitation and sale of ****** services. We want to assure you that we do not engage in fraudulent practices or misrepresent ourselves as McAfee or any other OEM. Our aim is to provide valuable digital software and managed services to our customers.
  In response to your request for a refund, we must reiterate that, according to our terms and conditions, subscriptions cannot be cancelled or refunded once purchased. However, you are welcome to continue using the service until it expires.
  The websites and sources you referenced do not accurately represent our company or our services. Anyone can post information online without verification, and it is unfortunate that false and misleading information can impact legitimate businesses.
  If you have further questions or require additional assistance, please feel free to contact us directly. We are committed to ensuring your satisfaction and addressing any concerns you may have.
  Thank you for your understanding.
  
  Best regards,
  Support Team

• Initial Complaint

  Date:06/08/2024

  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.

  2024-06-07 I got a warning on my computer that my computer was vulnerable and I need McAfee. I called the McAfee number in the warning and was told that I was dealing with ****** and they would ensure my computer was safe. I'm a 76 year old senior, living on a fixed income and I have very limited computer skills. Their technician worked with me to install McAfee and purchase a 4 year subscription. My partner was concerned I was being misled so she called her son, who immediately told me to cancel the order. That I wasn't dealing with ******, that I was dealing with ****** and Qikfox.Once I learned that I asked to cancel my order and subscription. They forwarded my to another area and that person wouldn't cancel my order and subscription without forcing me to tell him why I wanted to cancel. He literally kept me on the phone an hour, saying that I needed to provide a reason to cancel.We kept going around in circles. Finally, I got an email that offered a partial refund."In accordance with your request, we are processing a partial refund of $99. Please note that this amount will be reflected in your bank statement within the next 7-10 business days.To proceed with this refund, we kindly request you to acknowledge this email as acceptance of this full and final payment. Upon receipt of your acceptance, we will initiate the refund process.Please note that this will conclude any billing disputes between us. We thank you for your understanding and cooperation."I clearly stated that I wanted to cancel EVERYTHING in my order and subscriptions but they were refusing to do it. The also called me back again and pressured me to accept the partial refund. They said they had provided technical support and that I had to pay for that charge. They again said they were ****** and that the 4 year subscription was bought and paid for.Please help me cancel this order and subscription. Please help me get my money refunded. I do not want to do business with this company.

  Business Response

  Date: 06/11/2024

  Dear Brain,
  Thank you for bringing this matter to our attention. We deeply regret the distress and confusion you experienced. As a valued customer, your satisfaction is of utmost importance to us, and we sincerely apologize for any misunderstanding that *** have occurred.
  First and foremost, we want to clarify that Jinigram/Qikbay is an independent e-commerce store based in **********, and we are not affiliated with McAfee. It appears there was a mix-up in communication, and we understand how frustrating that can be.
  Regarding your recent experience, we have processed a full refund for your order, as requested. You should see the refunded amount reflected in your bank statement within the next 7-10 business days. We apologize for any inconvenience caused by the initial offer of a partial refund and the prolonged conversation you had with our representative.
  We also want to assure you that we take your feedback seriously. We will be reviewing our customer service protocols to prevent such incidents in the future. Your experience highlights areas where we can improve, and we are committed to making the necessary changes to ensure a smoother and more transparent process for all our customers.
  Please let us know if there is anything else we can assist you with. Your peace of mind is important to us, and we are here to help in any way we can.
  Thank you for your understanding and patience.
  
  Best regards,
  Customer Support

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21821681
  
  I am rejecting this response because: I require more information/clarification. 
  
  Please confirm that all my subscriptions/purchases with Qikbay, Qikfox and McAfee are cancelled and refunded. For example; ****** sent me an email stating "McAfee Total Protection License - *******" has been activated under my account on June 7th.
  
  I never activated this license and do not want to purchase it. I already have a McAfee license until September 2024. Please confirm this order/subscription is cancelled and my money has been refunded.

  Thanks
  

  Sincerely,
  
  *************************

  Business Response

  Date: 06/12/2024

  Dear Brain,
  Thank you for your prompt response. We understand your need for further clarification, and we appreciate the opportunity to address your concerns.
  We want to assure you that all your subscriptions and purchases with ******, and any associated McAfee products have been fully cancelled. Specifically, the "McAfee Total Protection License - *******" that was mentioned in your email has also been cancelled, and no charges will be incurred for this subscription.
  Additionally, we have processed a full refund for the total amount of your purchase. This refund should appear on your bank statement within the next 7-10 business days. We apologize for any inconvenience and confusion caused by the initial activation email and any prior communication issues.
  Please be assured that you will not be billed for any services or subscriptions related to this matter moving forward. We strive to maintain the highest standards of customer service, and your feedback has been invaluable in helping us improve our processes.
  If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to ensure that your experience with Jinigram is a positive one.
  Thank you for your patience and understanding.
  
  Best regards,
  Support Team
  

  Customer Answer

  Date: 06/15/2024

  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:05/23/2024

  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.

  Like other BBB complaints, I was contacted by ******, but, they identified themselves as ******. They said that my protection was not adequate, and, offered an upgrade to the McAfee program that I already had. As it turned out, after speaking to ******, they informed me that this company is in no way connected to McAfee, and, I didn't have the additional protection that they allegedly sold me. I have already registered a complaint with my bank. Today, a rep from ****** called after receiving the complaint from my bank, and, tried to convince me that they were for real. I told him that I do not want to do business with any company that starts lying from the start. He wouldn't listen to what I was telling him, so, after a while, I told him that I was ending the conversation, and, he could deal with my bank. This company is a scam, and, I encourage everyone to check the origins, ask outright if they are truly McAfee, and, check with McAfee if they call. If you have any doubts, do not give them any financial information, and block their phone number!

  Business Response

  Date: 05/28/2024

  Dear ******,
  
  Thank you for reaching out to us and sharing your experience. We deeply regret any confusion and frustration caused by our service, and we sincerely apologize for the distress this situation has caused you.
  As a trusted e-commerce store specializing in digital software and managed services, we prioritize transparency and customer satisfaction. It is deeply concerning to hear that our representative did not clearly communicate our affiliation and services, leading you to believe you were dealing directly with OEM.
  Please be assured that we have fully refunded the amount you were charged. The refund should be processed and reflected in your account within 3-5 business days.
  Our commitment to maintaining a strong brand reputation means that we take feedback like yours very seriously. We are taking immediate steps to review and enhance our communication practices to ensure all our representatives accurately and transparently describe our services. This is part of our ongoing effort to provide the highest level of service and maintain the trust of our customers.
  We understand that clarity and honesty are crucial when dealing with any service provider. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We are here to help and want to ensure your satisfaction.
  Once again, we apologize for any inconvenience this situation has caused and appreciate your patience and understanding. Thank you for giving us the opportunity to address your concerns and improve our services.
  
  Best regards,
  Support Team

  Customer Answer

  Date: 05/28/2024

  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:05/22/2024

  Type:Service or Repair 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.

  Yesterday (May 21, 2024) I received an email that my automatic payment is already in process. The amount is $779. And it will be charged to my card within ***** hours. I called back there, because I don't have a subscription, and I'm not going to pay. There, the employee explained that someone stole my personal data and made a McAfee account with autopay subscriptionfor 5 year, and now they need access to my computer to cancel everything. I provided remote access, but when they asked to go to online banking, I realized that something is wrong I hung up and called the McAfee support service (the first number in Google).a kind woman told me everything step by step for 1.5 hours, logged into a secure session on my computer through the official McAfee website, and said that I am a victim of fraudsters, and now there is only 1 option, how to cancel the subscription for $779 for the following 5 years, is to buy their plan for 3 years for $379. she was polite and very persistent. I gave access to my computer and agreed to pay $379, as I was in a panic and was afraid that this was really a threat to my personal information. I provided my card details for payment (voluntarily!) therefore, I do not accuse them of fraud. But later, I found many stories similar to mine. Now I understand that this is a sales tactic, namely, distortion of facts, intimidation, false information. I have spoken to my bank and an investigation will be carried out. also, JiniGram LLC, the company that sells this antivirus, as a 3rd party installed software on my computer and had access. Now I'm worried that there will be problems because they had access to personal information. This is the first time in my life that I have encountered such a thing. it was a very professional scam on their part. I don't need this service and I want my money back because I feel cheated. I know that they have return policy for 15 days. But this software was installed and I don't know how I can get my money back.

  Business Response

  Date: 05/28/2024

  Dear ********,
  Thank you for reaching out to us and bringing your recent experience to our attention. We take all feedback seriously and deeply regret any inconvenience or distress caused.
  As a reputable e-commerce store specializing in digital software and managed services, maintaining the trust and satisfaction of our customers is of utmost importance to us. We are deeply concerned to hear about the experience you described, and we want to assure you that we do not condone any deceptive or misleading practices.
  We have thoroughly investigated the matter, and we can confirm that the incident you described does not align with our company's policies and values. We do not engage in deceptive sales tactics, and we take allegations of fraud very seriously.
  Regarding the unauthorized access to your personal information and the installation of software by a third party, we want to assure you that protecting our customers' privacy and security is our top priority. We are taking immediate steps to address this issue and prevent it from happening again in the future.
  In response to your request for a refund, we have processed a full refund of the $379 charge for the alleged subscription cancellation service. This refund has been issued to your account.
  We understand your concerns and want to assure you that we are committed to addressing them promptly and transparently. If you have any further questions or require additional assistance, please do not hesitate to contact us directly.
  Once again, we apologize for any inconvenience or distress caused, and we appreciate your understanding as we work to resolve this matter to your satisfaction.
  Best regards,
  
  Support Team

  Customer Answer

  Date: 05/29/2024

  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,
  
  *******************