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Business Profile

Internet Services

Private Internet Access

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/09/2025

    Type:Product Issues
    Status:
    Unanswered
    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 double charged me, twice per month for the same subscription for over a year. The support representative denied this, and is not providing a refund for these duplicate charges.

  • Initial Complaint

    Date:12/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    12/22/2024 I subscribed to their service for 2 years, was charged $60 after tax. Their website clearly states that they have a money back guarantee for any reason within 30 days. I emailed them stating that their service does not do what I needed it for, and I want to cancel my account and get my money back. They stated that "all subscriptions are paid up front," but that my subscription would not auto renew at the end of the 2 years. We went back and forth for 5 or 6 emails and now they are not responding.

  • Initial Complaint

    Date:09/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 applied for subscription service and they charge me every month yet I cant access my account and I cant cancel the subscription because you can only do that after signing into your account. I contact the company through email and phone and they refuse to assist. I am still being charged monthly even after I told them I would report them to the bbb if they dont help me resolve the issue. I just want access to my account or to end my subscription but they fail to assist me in either aspect.

  • Initial Complaint

    Date:09/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Business bills our credit card without our knowledge. Did not order their service. Attempted to call them. Theirs phones do not work.

  • Initial Complaint

    Date:08/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    ordered *** for $61.92, saw a better deal for cheaper on **** i connected with customer support and cancelled my order, he said it would be refunded. i then placed another order for $54.36. a couple days later i got an email from a credit card company that i have not used in 2+ years, saying that i was refunded $29 from **** (amex is who contacted me about it, but my original form of payment is a ***** so i contacted support again. support guy "*****" says they will refund me $90. i tell him i want $61.92, since there was no order for $90. then he says they already refunded me, yet there's no sign of a refund on my card statement..in fact, i OWE for both charges and the payment is due!! somebody is pocketing the consumers money over there. i got NOWHERE with the scammer on their little tech support window, so i was forced to call the bank that hosts my credit card to do a dispute/chargeback. i don't know what happened to Private Internet Access VPN but there's some shady stuff going on for sure.

  • Initial Complaint

    Date:08/02/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 work from home and have to have a dedicated ** address. I have basic knowledge about how all of this works but I did not study technology so I can only grasp so much. I purchased a *** and added on a dedicated ** address. After a few month my computer crashed and I had to replace it. I paid for the *** and dedicated ** for a year and it was not cheap. They have told me that since the token for the ** was on the computer that crashed that there is nothing I can do. They expect me to just purchase another one. I find this unacceptable. They either need to refund me or give me another one. I feel as if I am being gauged for more money in which I can barely afford to put food on the table for my family. Please help

  • Initial Complaint

    Date:07/25/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 subscribed to Private Internet Access in March (see receipt), but realized it didn't work in ***** when I was there in July. I requested refund. They rejected. Since I'm stuck with them, I tried to redeem their cloud storage offer. This wasn't successful. I contacted them for help (see my email in July). All I received was some useless auto-response. Nobody ever bothered to help me resolve the problem. Since I'm receiving zero service and zero help from this company, I demand a full refund.

  • Initial Complaint

    Date:07/23/2024

    Type:Product Issues
    Status:
    Unanswered
    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 VPN subscription from *** on July 9, 2024, complete with a 30 day money back guarantee, as stated on their website. The intended use of the **** namely to access *** games via a few US TV channels **** and CBS), was subsequently blocked by my cable provider. I have made repeated requests to cancel the *** subscription on July 11, July 16, and July 23. *** have only indicated that they will not renew my subscription after 2 years, but said nothing regarding a refund for the current 2 year term, despite still being within the 30 day trial period. I fear that they will continue to ignore me until after 30 days. I have recently lost my job due to age and cannot afford to pay for a service that I am not using. If needed, my cell # is ************ and email is ********************* Thanks, ***

  • Initial Complaint

    Date:07/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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 am writing to lodge a formal complaint against Private Internet Access (PIA) regarding the unsatisfactory service and unresponsiveness to my issues.On December 5, 2023, I purchased a 36-month plan from PIA for $79. Since then, I have encountered two significant problems:Recurring Issue with ****** Search: I have been facing a persistent problem with accessing the ****** Search website through the **** Despite raising this issue multiple times, it remains unresolved. My support request, filed under ticket number ********, has not been adequately addressed by the company.*** Usage from Another Country: Currently, I am unable to use the *** services from another country. I reported this issue under ticket number ********, but the response I received was merely a boilerplate template, which did not address my concerns or provide a solution.Due to these ongoing service deficiencies, I requested a refund after the first ticket was not resolved satisfactorily. Given the poor quality of service and the lack of resolution, I do not wish to remain committed to this service provider for the next three years. However, *** has refused to entertain my refund request.I would greatly appreciate the BBB's assistance in resolving this matter, either by facilitating a refund or ensuring that *** rectifies these issues promptly.Thank you for your attention and assistance.Sincerely,Sai

  • Initial Complaint

    Date:05/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 vpn service does not work. Pages take minutes to load or won't load at all. I can't even login to my account on their webpage at *************************************************************. I have been forced to quit the application and restart my machine to clear out the *** vpn protocols as they are causing my internet to hang.I have logged several complaint with their support, but after more than two months, they are unable or unwilling to fix the issues I'm having. The last 4 complaints sent to their support team over the past 3 weeks have been ignored. I have demanded a prorated refund, but those demand have been ignored.See the attached where I was blocked from loading a page due to This network is blocked due to unaddressed abuse complaint about malicious behavior This shows that *** isn't even attempting to resolve these major issues.

Private Internet Access is NOT a BBB Accredited Business.

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