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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2024

    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 paid for a monthly *** subscription with Private Internet Access on 1/9/2024 for *** services, via Paypal. I received an email from them acknowledging my payment on on 1/9/2024, however in my online account and on the *** system that's downloaded to my computer my account in a none payment status. The account is stating that my subscription didn't renew on the 1/11/2024. I've contacted them via their customer service ticket online, and sent my receipts, but they haven't responded, so instead they sent me an email like I disconnected service which I did not, however the *** still seems to be working. Their **************** online chat is cycling as to not be functional. This business practice is unprofessional. I paid for services and I want my payment to be recognized, so that my service is legit. I'm using their service and for all I know they could be doing something nefarious with everything I access online from email to banking you name it and acting like I'm not a legit customer. I want my service recognized.

    Customer Answer

    Date: 01/22/2024

    I tried to send an email to their help desk at ********************************************* but the email came back as not deliverable. I got an email to from ********************************* asking me for my Paypal transaction ID when I already sent them an emailed receipt with my order # PIA-HCCYIQK-5 and a bank receipt. It's been several hours and they have not responded back in a timely manner to a customer that paid for services, but isn't receiving the service. It's like their customer service isn't functional. I looked up their review on the BBB and they have a( F ) rating.  I called their corporate number at ********** and that number is set to a busy tone, so no matter when you call it's always busy. I reported them to the ************************ for fraud.

  • Initial Complaint

    Date:01/17/2024

    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.
    Private internet access (PIA) is a VPN tool used across platforms. Lately, the website has been down for a long time, and no contact has been able to be reached for support. I have paid for the service via subscription; the company needs to provide it. I have been trying to reach the website multiple times but have had no access.website: *************************************************

  • Initial Complaint

    Date:11/28/2023

    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 used to have a service provided by Private Internet Access that was ended/cancelled back in 2018. I just realized that this Private internet access started charging me a $5 monthly fee starting August of this year and that was something I did not authorize, I called the company earlier today and whoever answered was not professional nor responsive, I already called my Credit Card issuer and filed a dispute for the charges.

  • Initial Complaint

    Date:11/01/2023

    Type:Customer Service 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 contacted *** on line about not getting access to their After repeated attempts I asked that they cancel my account I was billed $39.95 Oct 14 for a yearly subscription and again on Nov 1 for $39.95 Their customer service is impossible to get to a live person I called the bank and cancel all transactions from PIA Others should be warned as well

  • Initial Complaint

    Date:10/30/2023

    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 RS Browser Forensics on 10/3/2023 for ***** on my Credit One Amex card. On 10/22/2023, I contacted the vendor via live chat from their website and the payment processor via email and their ticketing system to let them know the product did not work, and I was requesting help or a refund. I never heard back from either. Today, 10/30/2023, I sent a refund request in the PayPro again requesting a refund and never received a response. I then called them and was informed that they are not the vendor, they merely process the payment and the request was passed along. I was advised to contact them via chat. The chat on their website is a bot and gave me a number that went nowhere. It literally says "press 1 to hang up" it also gives another phone number to call which goes to a company claiming they have nothing to do with this company. I requested the refund per the software not working within the ************************** their refund policy and I want a refund. I also hope someone does their job and investigates and shuts down this illegitimate, scam of a company that is likely soliciting donations for ******* and pocketing the cash.

  • Initial Complaint

    Date:09/26/2023

    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 was billed $59.95 on July 1 without my approval; they require auto-renewal to maintain functionality of their product which I did not approve. This should be addressed by a consumer watchdog as this is happening to all who use their product.

  • Initial Complaint

    Date:09/15/2023

    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.
    Private Internet Access has been billing me for services we don't have for two years. Emails go unanwered over and over. Disputes with the credit card company over the past year result in them being able to bill over and over. We don't have these services. We don't use them. There is no way to make it stop. The entire account with the credit card company will have to be closed. It has been over a year with no resolution.

  • Initial Complaint

    Date:09/11/2023

    Type:Customer Service 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 received an email receipt showing I paid for services through this company. I have never heard of this company, have no need for their services, and most importantly I am concerned how they got my credit card info. I have requested a full refund, and registered a complaint. My main reason is to hopefully help others! I do not know how they got my info but pretty sure they are kit legit.

  • Initial Complaint

    Date:09/08/2023

    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.
    in February of this year i purchased a 2 year VPN, for my computer, I have been having some issues with the download, and have been trying to get in touch with the company, I keep get a message that they are offline and for me to send them a email, and they would contact me in 24 hours, that was a week ago, I don't know what's happening but I feel that my computer has been compromised, I need to communicate this with them they have not been online, and no phone number listed.

  • Initial Complaint

    Date:05/08/2023

    Type:Billing 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 have a charge on my credit card from them. I did not ask to do business with them.

Private Internet Access is NOT a BBB Accredited Business.

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