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: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,
  
  *******************

• Initial Complaint

  Date:05/10/2024

  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 April 29, 2024 I called a number l found after searching on ****** for help with my McAfee software. A person immediately answered the phone. I described the problem, which I thouight was minor. I have have McAfee software for protection was many years. This person said he could help and I thought he was a McAfee employee. He immediately began to push me to buy additional ************** and extend the coverage date on my plan for 3 years. He talked about additional free services that would come with the plan, including another "safe" browser and free tech help. He pushed my to buy this plan and put this new software on my laptop and phone. I finally agreed and gave him my card number thinking I was dealing with ******. He called this plan McAfee Total Protection and said he was transferring me to another person. Only then did he say the charge would be under Jinigram, LLC, a payment partner of ******. The other person said the new browser and tech help was QIKBAY. Once this was all done, I began to be suspicious. I checked these companies with a real McAfee Representitive who had never heard of them. I found out that the plan pushed on me was inferior to the McAfee plan I already had and was not an extention and I was charged 4 times the cost of my existing McAfee plan. I am elderly and do not completely understand computer issues. I feel this was a scam and elder abuse. I want a complete refund of the $379 I was charged by Jinigram. I called the numbers I was given many times. The number was always busy or I was left holding after a computer message. These people pose as McAfee, so beware. I have spoken to my bank and will pursue a full refund.

  Business Response

  Date: 05/16/2024

  Dear *******,
  
  Thank you for bringing this matter to our attention. We deeply regret the confusion and frustration you experienced with our service.
  Firstly, we sincerely apologize for any inconvenience caused. It is our top priority to ensure our customers feel secure and satisfied with our services, and it is clear we fell short in this instance.
  We understand that you felt to misled and believe you were dealing directly with ****** and that you felt pressured into purchasing an additional plan that did not meet your expectations. We have various online marketing channels were customer reach out to us for support. 
  We take such matters very seriously, especially when it comes to the trust and safety of our valued customers.
  Please be assured that we have fully refunded the amount of $379 to your account. The refund should reflect in your account, depending on your bank's processing time.
  We are also conducting a thorough investigation into this incident to ensure that such issues do not occur in the future. Your feedback is invaluable, and we are taking steps to improve our communication and service processes.
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly. We are here to help and want to ensure your satisfaction.
  Once again, we apologize for any distress this situation has caused you and thank you for your patience and understanding.
  
  
  Best regards,
  Support Team

  Customer Answer

  Date: 05/17/2024

  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:05/02/2024

  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.

  I have a Techmaster subscription with McAfee. I tried to contact them today with a storage problem. I called the McAfee phone number. I was connected with a man who began helping me. He said his name was **** and his phone number was ************. He seemed to be trying a hard sell. I pay ****** well for Techmaster, and I have never had them try to sell me anything on a Techmaster call. He then said he was connecting me with another person. This person didn't do too much either but continued to tell me my software wasn't the best. He also seemed to be more interested in selling. I did not give them money and stated that I was not interested in buying new software. I looked up their number on the internet. I was surprised the result was Jinigram, not McAfee.

  Business Response

  Date: 05/14/2024

  Dear *****,
  
  Thank you for reaching out to us, although we regret the confusion surrounding our identity. We understand your concern, and we want to assure you that we are a legitimate California-based e-commerce store known as Jinigram, specializing in digital software, antivirus solutions, and managed services.
  It appears there may have been a misunderstanding that you have contacted us as ******. We appreciate your diligence in verifying the authenticity of our business, and we apologize for any inconvenience caused by the confusion.
  At Jinigram, we take pride in providing reliable products and exceptional customer service. Our team is dedicated to ensuring a seamless experience for all our customers, and we would like to extend our assistance to address any questions or concerns you may have regarding our products or services.
  Please feel free to contact us directly if you require further clarification or assistance. We value your feedback and thank you for bringing this matter to our attention.
  
  Best regards,
  Support Team

• Initial Complaint

  Date:05/02/2024

  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.

  On May 1, 2024 I called what I thought was Mcafee Computer support. I asked when the technician picked up the phone if ths was ****** sypport. They said yes. This employee at Jinigram posed as technical support for Mcafee. I was on the phone for over an hour with the employee showing me viruses on my computer. The document showed to me said Mcafee Support. I felt completely deceived. I paid **************************************************************************************** they were a mcAfee reseller.

  Business Response

  Date: 05/20/2024

  Dear *****,
  
  Thank you for taking the time to bring your recent experience to our attention. We sincerely apologize for the distress and inconvenience this situation has caused you.
  It is deeply concerning to hear that you felt deceived by the service you received and that our team did not properly communicate our role as a reseller. We understand how important it is for our customers to feel secure and confident in the support they receive, and we regret that we did not meet those expectations in your case.
  Please be assured that we have initiated a full refund of $265 to your account. 
  We are taking immediate steps to address this issue internally to ensure clearer communication and to prevent any similar misunderstandings in the future. Your feedback is crucial in helping us improve our services, and we are committed to making necessary changes.
  
  If you have any further questions or require additional assistance, please do not hesitate to reach out to us directly. We value your business and want to ensure your satisfaction.
  Once again, we apologize for any frustration this experience has caused and appreciate your patience and understanding
  
  Best regards,
  Support Team

• Initial Complaint

  Date:05/01/2024

  Type:Billing 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.

  I wish to dispute Jinigrams charge of $379 on 4.24.24 and request reimbursement of the total amount. In short, the charge stems from gross misrepresentation. On 4.24.24, I had contacted ****** and was offered 3-year coverage for $379 which I agreed to pay. This was solely for the coverage and nothing else. Yet today when I contacted ******, they said that they did not receive any payment and mentioned that the 3-year contract was only for a trial for partial coverage. To repeat: McAfee reported that they did not receive any payment from Jinigram. Today, I called Jinigram five times, but each time was informed that the phone was not operational. To put it mildly, this raises some eyebrows and does not build confidence in your firm. The McAfee representative suggested that I decline to pay. Accordingly, I am requesting a total refund.

  Customer Answer

  Date: 05/10/2024

  I am pleased to report that after speaking with Jinigram, I received a full refund.

• Initial Complaint

  Date:04/04/2024

  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.

  On 3/12/2024, I noticed a charge on my credit card for $108.59 from McAfee for Auto-Renewal of my subscription for Total Protection 3 devices. I searched for *********************** phone number to cancel subscription completely. The search result had McAfee symbol at the top and when I called the number (#************), *******. answered, ***********************. I asked him several times if I was speaking with a McAfee customer service rep.; he became irritated and answered that YES, he was with ******. I requested to cancel subscription and be refunded $108.59. *******., who called himself ***************************, and told me if I cancelled my subscription, I would have to pay $299, since I was in a contract. He then offered me a three- year subscription for 5 devices for $279. I told him I needed to call him back. He gave me the phone number #************ to call him back. I answered a call from ***************************, still posing as ****** rep., and later noticed several missed calls from that same number prior to reaching me. I agreed to purchase the 3- year plan for 5 devices for $279 after he refunded the $108.59. Somehow, he was able to make the refund to my account, and it stated ******. He then requested my credit card number, which I was reluctant to give. He stated he could only accept **** or Mastercard, except from ************ which I found odd. I proceeded to give him my information. He told me I would receive a call from ******* (he pronounced as Wincent) from Qikbay.A few minutes later I received a call from someone who identified himself as ******* (also pronounced as *******) from ******, who sent me the product activation keys for my subscription, including Qikfox search engine which I have never heard of and told him I did not want. He wanted me to install the subscriptions to my laptop and cellular phone as he was on the phone with me. I told him I will do it on my own later.He gave me a number (#************) for Qikbay free technical support for the first 30 days. After 30 days, I could call McAfee technical support for assistance, and reminded me that the billing merchant on my credit card will be Jinigram, LLC, which I have never heard of.I felt suspicious about this entire transaction immediately after hanging up with ****** rep., and did some online research where I saw the numerous complaints about Jinigram, LLC and Qikbay with similar complaints as this one.I have called ****** numerous times, and told them of my experience. I thought they should know, in case they didnt already, that a company is tarnishing their reputation.The supervisor I spoke with stated they are aware and are researching this situation, but she could not refund me the $279 since it was purchased through a 3rd party. She verified that ****** does not have a contract, and that I am free to cancel at any time.I have also contacted my credit card company and they are filing a dispute. It is not considered fraud since I (was foolish enough to give/) gave them my cc information.I do not want this product and would like a refund as soon as possible. I have not called the company because I do not trust them or their fraudulent sales tactics.

  Business Response

  Date: 04/12/2024

  Dear ******,
  
  I hope this message finds you well. We want to express my sincerest apologies for the inconvenience and frustration you've experienced regarding the recent transaction related to your subscription. Your feedback is invaluable to us, and we take your concerns very seriously. Upon reviewing the details you provided, it's evident that there have been discrepancies and issues with the handling of your subscription renewal and refund process. Please know that this is not the level of service or integrity that we strive to uphold and I assure you that we are taking immediate steps to address this matter.
  First and foremost, It is our policy to offer flexible subscription options with manage services, and you are free to cancel your subscription with in 30 days.
  Various customers contact us for our online marketing channels and we provide digital software's and manage services. Your digital software is registered on your email, you may conform from oem as well. However if you wish to cancel the subscription, You may contact us directly to take care of your concern.
  
  Once again, I apologize for any inconvenience or distress this situation has caused you. Your satisfaction and trust are of the utmost importance to us, and we are committed to restoring your faith.
  
  Regards
  Support Team
  

• Initial Complaint

  Date:03/26/2024

  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 2/17/24, I found that I was unable to access my McAfee True Key application. I called a phone number that I was led to believe was for ******, When I asked the representative, *****************************, who they were he stated that they were part of ******. I paid $279.00 for 3 years of covereage on one device. I realize now that I could have gotten the same coverage directly with McAfee for $49.95 per year.

  Business Response

  Date: 04/02/2024

  Dear *****,
  
  We understand your concern. As you mentioned, you have reached out to us, and we have provided a digital software license, which was installed on your device. If you believe it's expensive, you may contact our customer service team directly, as we are here to address such concerns.
  
  Thank you.
  
  Support Team  

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, in addition, the Quikbay contacted me and has agreed to refund the monies as long as I remove the review. 

  I am willing to remove the review. If they do not refund my payment, I will post it again with an addition that they did not live up to their promise.   

  Thank you.

  ***********************************************

• Initial Complaint

  Date:03/19/2024

  Type:Billing 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.

  Transaction Date: March 14, 2024 $279 to stop the Norton autorenewals. I also wanted to just cancel Norton, but he (*********************) convinced me that the autorenewals would only stop if I made a one time manual payment of $279 and they would also provide one year of technical support and two years of Norton. I acquiesced, even though I just wanted to cancel Norton, because he had convinced me it was the only way to stop the auto-renewals. I now feel I've been had. Also, they were so smooth that they convinced me to do something I said I never would do and that was allow a stranger to remotely access my computer and other electronic devices. Now, I worry that my finances especially, but also my security and privacy are no longer secure They used my fear and anger of having to pay these recurring charges to do so. I have attached the pages that were sent by the account manager and the technician (*********************)

  Business Response

  Date: 03/27/2024

  Dear *******,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the services provided.
  We have initiated a full refund for the computer services and security installation as per our discussion. Please expect to see the refund reflected in your account soon.
  We want to assure you that despite the refund, the security software installed on your devices remains active to ensure ongoing protection. Your satisfaction and security are of utmost importance to us.
  If you have any further concerns or require assistance with anything else, please don't hesitate to contact us. Our team is here to help resolve any issues and ensure your experience with us meets your expectations.
  Thank you for your understanding and continued trust in our services.
  
  Thank you
  Support Team

• Initial Complaint

  Date:03/11/2024

  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.

  We let Jinigram take over our computer as we thought we were being hacked. They installed MacAfee software and a search engine called Quikbay as we were told that our current ********* search engine was not "safe" enough. Reading other customer complaints regarding **********************, our experience was identical. I left a review to that effect. My partner and I are both over 65 and feel we were targeted by them to spend unnecessary funds for a nonexistent issue. As told in my review, we were scammed about 2 weeks ago and spent $ to have a local tech expert remove unwanted software including the McAfee. The local tech told us that the ********* software on our computer is sufficient and that the McAfee software would only add maybe 5% more coverage. He also said that we overpaid for the McAfee which goes for under $100 /year coverage. Thank you for the work you do as it feels terrible to be taken advantage of. I usually do check BBB references for companies, but when you are on your computer and think you are being hacked, all logic goes out the window!

  Business Response

  Date: 03/15/2024

  Dear *************************************,
  
  We are reputed company. We assist our customer to resolve their computer software issues and provide manage services. As you have mentioned, we help you to fix the issue and also installed the security services hence that's why you have paid for our services. Since you are looking for refund. We do have refund policy in placed. We have tried to contact you and sent an email as well to initiate the refund process and take care of your concern. 
  
  Please reach out to us for any further concern. We are here to help you.
  
  Regards
  Support Team   

  Customer Answer

  Date: 03/15/2024

  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. Qik Bay (Jinigram) has agreed to refund the monies that were put out for the software. I am waiting for the funds to be seen in my credit card account. I will not consider the case closed until the money has been refunded.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/11/2024

  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 is a scam company posing as McAfee-and they need to be shut down ASAP! On February 1st I reached out to McAfee, or what I thought was McAfee, to purchase protection. The company had me download 2 apps, one was an app to access my phone, the other was the McAfee app. I deleted the app that gave access to my phone because I didnt feel good about it. I kept the McAfee app though. I paid $49.99 for a year subscription, as per the cost on the McAfee website. I find out a few days ago that my subscription has lapsed after 30 days. I contact the real ****** via the app and was told that an outside website only signed me up for a 1 month FREE TRIAL subscription and that they have no record of any payments or transactions to my account. So basically, this fraud company took my money and signed me up for a free trial. The name on the transaction is Jinigram LLC. I have never heard of these people, no one identified themselves as an outside e-commerce company working for this place-so please save me the this is who we are, you were told BS you are telling other complainants who are filing complaints because you are lying!! Why would anyone reach out to a 3rd party e-commerce company to sign them up for a service they could get directly from the source? I want my $49.99 back ASAP!

  Business Response

  Date: 03/13/2024

  Dear **********,

  We are e-commerce store, providing digital software and manage services. Customer reach out to us by various online marketing channels. We do not call. We are sure you must have reached us. We have provided you support however not registered with any oem software hence its a false claim. Please do not call us scam company. Scam companies do not respond, Not registered or do refunds. 
  Further more you may contact your bank for any charges. 
  
  You may also call us for any clarification.
  
  Support Team
  
      

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21414754
  
  I am rejecting this response because:

  This computerized and grammatically incorrect reply by this fake company is absurd and didnt come close to solving my issue. Just because you reply, does not make you a legitimate company-it is just another layer to your game. I have contacted my bank and they are investigating the charge. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/13/2024

  Dear **********,
  
  Please contact us for further clarification and will resolve your concern at earliest.
  
  
  Regards
  Support Team 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21414754
  
  I am rejecting this response because:

  This is lying. This company told me that they were McAfee support and charged me $49.99 for 1 year of protection services. The game is, they take your money and sign you up for a trial subscription. And then try to set up all of your other devices. Thank God I did not call them back to set up my laptop and I removed their spyware so they cant log into my phone again. The real McAfee verified I only had a trial subscription. A copy of my payment and email from ****** showing I only had a trial subscription. 
  I want my money back. Thats the only resolution I will accept. 
  Sincerely,
  
  *******************************