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:11/10/2023

  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.

  While I had a current subscription to Bitdefender they sent me a solicitation which led me to believe they were offering to extend my subscription at a reduced price. I accepted the offer. Nine months later when I was charged an auto- renewal fee I went to check my account and found I had TWO separate subscriptions. When I thought I was paying for an extension, they were actually selling me an additional, useless, subscription with deceptive language. I contacted them and explained that it was an obvious mistake and asked for a refund. They answered that orders can only be refunded within 30 days. I replied that it wasn't really an order since it's obvious you can only use one antivirus subscription at a time. They still declined to return the money they essentially stole from me under false pretenses. This is a highly unethical business.

  Business Response

  Date: 11/21/2023

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any inconvenience you've experienced. We have thoroughly investigated your case, and I would like to provide you with a detailed explanation of the situation.
  
  Upon reviewing your account,we observed that both of your orders were initially placed manually. During the activation process, you had the option to merge their validity, allowing them to be treated as a single subscription. However, it appears that you chose to activate them as separate subscriptions in your account.
  
  As a result, the auto-renewal process took place for both orders because the auto-renewal function was not disabled. Please be informed that you received a notification 30 days before the auto-renewal, providing you with an opportunity to take appropriate actions.
  
  We are pleased to inform you that the refund for your most recent order has been successfully processed.However, we regret to inform you that, due to our refund policy limitations, we are unable to refund the older orders as they are now outside the eligible refund period.
  
  We sincerely apologize for any confusion or inconvenience this may have caused. If you have any further questions or if there's anything else we can assist you with, please feel free to contact our customer support team
  
  Thank you!

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20854848
  
  I am rejecting this response because:

  The additional subscription was misleadingly offered to me as an extension at a reduced price, NOT explained as a totally useless additional subscription. I feel this was highly unethical and my options should have been made clear. Obviously they were not. You took (essentially stole) money from me under false pretenses. This is especially egregious since I was a subscriber for over ten years.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/01/2023

  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.

  BitDefender's purchase process is deceptive. I clicked a Purchase button for Antivirus product. I am then presented with another screen that clearly lists my product name in large font, with a big green **** to Cart" button. In very small print below my large-font (maybe 16 pt font) product name, there is a paragraph of small text (maybe 9 pt font) saying 'Get secure and private access on the web. Add Bitdefender premium vpn for full coverage. ' There is a bunch more small bullet point text after this. But then there is the giant green **** to Cart" button. Well it turns out that the Add to Cart button is for this tiny 9 pt text that describes some other product that i didn't want, didn't look at, they just add in the cart experience with a big green button next to it that appears to be for my original product (antivirus). In this way, they can trick people into buying some other random product at the same time. Of course I clicked the big green **** to Cart' button, thinking I am adding my wanted product, which appears at top of page in large font. This is so incredibly deceptive. Why not clearly put the title of the product you are shilling in the SAME SIZE FONT as the product I am buying? There are a dozen ways you could fix this page to be less deceptive and less likely for people to accidentally buy a product they didn't want. Check out Amazon, for instance. I have been buying from them for 20 years, and even though they shill other products, I HAVE NEVER BOUGHT ONE BY ACCIDENT. Which I did the very first time I used bitdefender's deceptive purchasing process.

  Business Response

  Date: 11/05/2023

  We appreciate your feedback, and we are committed to improving your shopping experience.
  
  Upon reviewing your complaint, it appears that there might have been some confusion regarding the items in your shopping cart. We want to clarify that the first product you selected is already in your shopping cart.The information about the second product is also highlighted by the mention "Customer who got this product also shopped for.." and the Bitdefender Premium VPN is displayed below. This placement provide additional suggestions while highlighting the main product you selected.
  
  Furthermore, we understand the importance of making discounts for our customers. We try to enhance the visibility of prices with larger font sizes in the shopping cart to highlight any discounts. We've taken your feedback into account, and we will try to ensure a clearer and more convenient shopping experience.
  
  Your feedback is invaluable to us, and we sincerely apologize for any inconvenience you may have experienced.
  
  Thank you!

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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.

  Bitdefender has been an absolute nightmare - to anyone considering them for computer protection, I beg you to go elsewhere. After being reminded that my auto-renewal for my Bitdefender annual subscription was due, I decided to cancel. After spending several minutes attempting to figure out how to cancel (its absolutely bonkers - they make it impossible to figure out) my annual subscription, I finally find the option to cancel and close my account, which says that my account will be officially closed and I will lose EVERYTHING. I agreed, cancelled, and my account was confirmed as closed.A few weeks later, I was alerted by PayPal and my bank that Bitdefender took the annual subscription fee anyway. After talking to Bitdefender, a woman told me that just because an account is closed doesnt mean the subscription is turned off. SERIOUSLY? If I have no account, how are you billing me for services?! Anyway, she says they will give me a refund because its within the 30 day refund policy window. I just have to wait for someone above her to contact me to get the refund. A few days pass and finally *** emails me. He says I am eligible for a partial refund only, because I didnt cancel autodraft. BUT MIND YOU, I HAD CANCELLED MY ENTIRE ACCOUNT. There was nothing and nowhere to bill to/for. I have demanded my full refund and will pursue fraudulent charges through PayPal. This is absolutely unacceptable. Its honestly one of the top five worst companies I have ever had to deal with. Please, spend a little more money to save yourself the headache of arguing with a company on whether or not they can charge you for a service when you dont even have an account to accept service from!

  Business Response

  Date: 09/14/2023

  We understand your concern, and I would like to provide you with an explanation of the situation.
  
  When it comes to subscription services and their auto-renewal processes, our payment processor does not have access to check whether your account has been deleted from our platform. The auto-renewal is typically triggered based on the billing information and subscription details stored with the payment processor at the time of your initial subscription.
  
  Our colleague from the Retention Team recently reached out to you with the intention of providing a better offer as a gesture to retain you as our valuable customer. However, after reviewing your case, we determined that you were still eligible for a full refund based on the circumstances you presented, and our colleague didnt mention that you can receive only a partial refund.
  
  We want to inform you that your full refund request has been processed successfully, and the refund amount has been credited to your account as per your original request.
  

• Initial Complaint

  Date:08/22/2023

  Type:Sales and Advertising 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 pay for a subscription that was supposed to be protecting my phone. It did not. It let some malware slip right in through. My bank accounts were hacked. I had to download another app. When I let Bitdefender know about what was going on with my phone before I downloaded a different app, they took their sweet time getting back to me. It took 2-3 days for them to respond. I had to get debit cards replaced and file a dispute with my bank. I emailed Bitdefender and requested a refund for all the months that I have been paying. They do not protect.

  Business Response

  Date: 08/23/2023

  In reviewing your recent interactions with our support team, we have identified a discrepancy that we believe *** have contributed to the issue you've been facing.
  
  It appears that there might have been some misunderstanding or oversight in following the instructions provided by our support team. Our goal is to provide accurate guidance and resolutions to any concerns you *** have, and we want to make sure you have the best possible experience with our products/services.
  
  To better address your situation and find an effective solution, I kindly request that you take a moment to review the instructions and advice our support team has previously provided. If you find that any steps were inadvertently missed or misunderstood, we encourage you to follow the recommended course of action outlined by our team.
  
  Our company has a refund policy in place that allows customers to request a refund within a 30-day period from the date of purchase. This policy is designed to ensure that our customers have ample time to evaluate our products/services and determine if they meet their needs and expectations.
  
  Unfortunately, we are unable to process refunds outside of this specified 30-day window. We strive to uphold a high standard of customer satisfaction, and our refund policy is aligned with industry practices and guidelines.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20504802
  
  I am rejecting this response because: you say 30 days. I don't even know what you're talking about. I've been paying for protection. You failed to do that. I had to cancel my debit card and have a new ine expedited quickly for which that cost me $15. If your protection would have don't it's job, I wouldn't have had to go through all this. I am not paying another dime to you people. Your protection is a joke. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/07/2023

  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.

  In May 2020, We purchased a $29.99 one year subscription for our elderly mothers internet protection. Bitdefenders confirmation email of May 23, 2020 confirms it as a ONE YEAR subscription. We understood this to be a completed purchase, and our mother never ended up using the computer, so we therefore did not read any future emails Bitdefender may have sent, (assuming they were promotional in nature.)We noticed in May 2023, that Bitdefender was making a yearly automatic charge to our credit card after apparently having done so, ( at 3 times the original rate), for the past three years.When we requested a refund of years 2021 through 2023, we were told by email on June 22, ******************************************************************************** your account in up to 7 working days. Yet they followed up by only reimbursing ONE of those 3 charges.When we made a protest, we were then told in an email on July 4, 2023, that It is stated when you finish the purchase that the products are subscription-based and that you can cancel the auto-renewal at any given moment. You have agreed to the auto-renewal when you have finished the purchase. NOTE: in my experience, details of a purchase are agreed upon BEFORE the purchase, NOT when the purchase has been finished! This is a deceptive, slimy, fraudulent business practice, obviously meant to cheat trustful one-year purchasers into paying unknowingly on an ongoing basis.

  Business Response

  Date: 07/11/2023

  Dear ******,
  
  Thank you for contacting Bitdefender.
  
  We would like to convey our sincerest apology for the hassle this situation might have caused you.
  
  Indeed, upon checking your account, we noticed you were refunded for order no.: 210137805 from May 23, 2023. The amount: 94.99 USD returned to your account on Jun 22, 2023.
  
  Besides our 30 days refund policy, kindly note that we are unable to refund orders placed more than 1 year ago, in your case from May 2021, and May 2022, due to bookkeeping reasons. Also, refunding an order this old is not available from a technical standpoint.
  
  Additionally, my colleague's response does not express that the information is only available after the purchase, but that finishing the purchase represents your agreement to the terms of use presented in the product page (******************************************************************),before purchase. The complete Subscription Agreement and Terms and Conditions for Home Users are also available, before purchase, in the same section of the product page.
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20290048
  
  I am rejecting this response because:

  1. when they say they are unable to reimburse due to technical and bookkeeping difficulties, they are simply saying they want to keep my money. I can prove what I paid and what days I paid it. How complicated is that?

  2. They claim that the subscription details of the initial purchase appear on the page they submitted, but I see no such details on that same page! Indeed, one must click on all of its links to discover their sneaky, sleight of hand. Whats more, theres no proof that this is the same display from which I made my purchase.

  3. As stated and proved in our original email documentation, when I rejected a partial refund and requested the entire three years refunded, Bitdefender wrote that Id have the refund in my bank within 7 business days. Clearly they were again trying to deceive me, with no intention of reimbursing the full amount. They should be held to their own word to fulfill the refund requested. 
  
  Sincerely,
  
  Cliff And *************************

• Initial Complaint

  Date:06/23/2023

  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 can no longer access the account to manage my ********************** Total Security software subscription. At some point, BitDefender turned on two factor authentication without my permission or knowledge. Now, I can no longer access the account because I no longer have access to my old email address.Since I no longer have access to the account, I cannot update the billing information, change the email address, or cancel the subscription.I contacted BitDefender by online chat. After almost an hour conversation, I was told that the person on the online chat could not provide access to the account, so I have requested that the account be canceled.

  Business Response

  Date: 06/26/2023

  Customer would not provide support with any information necessary for the identification of his account and confirmation that he is the account holder.

  In the case of suspect activity, Bitdefender may indeed automatically enable two-factor authentication (2FA) for added security. This measure is implemented to protect your account in situations where there are signs of potentially unauthorized access or suspicious behavior.
  
  In order to be able to cancel your old Bitdefender account and transfer the product to a new one, please provide our support team with any of the below information:
  
  An order number of the Bitdefender subscription
  The activation code used
  Payment proof or invoice in PDF format
  Last 4 digits of the credit card used.
  
  Our support team will be able to assist you once they will have the confirmation that you are the account holder.
  

  Customer Answer

  Date: 06/29/2023

   
  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:05/22/2023

  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.

  I have BEEN a Bitdefender customer for 6 years and had Auto Renew enabled.I was unaware of the fraud issues related to auto renewal and 2Checkout.My Discover card statement showed a duplicated charge for auto renewal on 3/05/2023 by 2COCOM*BITDEFENDER.COM ALPHARETTAGA on 3/05/2023 for $112.08. I opened a case (**********) with Bitdefender on 3/29/23 to request that one of the charges be removed. BitDefender kept stringing me along saying that they needed to confirm with their payment processor (2Checkout) that I had been charged twice. Next, at Bitdefender's request, I provided a copy of my credit card statement showing the duplicated charge. BitDefender continues to maintain that I was only charged once and refuses to acknowledge the provided statement. On 4/05/2023 I opened a dispute (110965952B) with Discover and told them that I wanted the vendor to reverse one of the two charges against my card. A few weeks later, Discover reported that they had opened a case with the vendor, but that the vendor was not responding to their inquiries. On May 18th, BitDefender's senior Commercial Support Representative ************* emailed me to say that BitDefender had cancelled my subscription due to the dispute with my bank over the $112.08 charge on March 5th. It is now too late to dispute the second $112.08 charge with Discover.I want a full refund of $224.16. I will never trust Bitdefender again with future business, and plan to check other vendors to see if they use 2Checkout for "payment processing" before purchasing from them.The sad part here is that Bitdefender has a descent product, but it certainly isn't worth the fraud or hassle that they subject their customers to.Sincerely, **********

  Business Response

  Date: 06/08/2023

  After further investigation with our payment processor, we have determined that the amount was only debited from your account once.  Due to an internal issue, the same authorization code for the transaction was sent in twice, as a result, your bank blocked two payments. They also determined that there is no other charge with the ****** USD amount (which was captured by our payments processor on March 5th, 2023).We can also observe that you opened a chargeback for the only transaction which we see in our system - the one mentioned above.
  
  As such, now, that single ****** USD amount which we see in our system is being under dispute between our billing and payment processor, 2Checkout, and your bank.
  
  The process of a chargeback may be considered lengthy. It can take between 90 and 120 days to be solved by the bank.
  
  At the end of this period, the bank, based on the documents which our payment processor provides may decide to let you keep the sum or may decide to return the transaction to us. At this moment, if you were provided with this sum by your bank onto your account, it is a temporary credit.
  
  If you need further assistance regarding your payment, we kindly recommend you to contact the payment processor: ******************************
  
  Thank you!

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20092611
  
  First of all, thank you BBB for pursuing this matter,  but I am rejecting this response because:

  From the beginning Bitdefender has claimed that I was only charged for one subscription.  This is false.

  As illustrated in the attached picture of my April ******** statement (also submitted in my original email to BBB and provided separately to BitDefender),  two BitDefender subscriptions were charged to my ******** card. Does this look like ******** blocked either of these charges to you?  

  I have also attached a summary of my charges from ******** since to show that I have received credit only for a single amount of $112.08, in spite of being charged twice by BitDefender.

  At this point,  the vendor should provide my subscription at no charge due to the extensive hassle they have caused me.  I would however consider the matter closed/acceptable if they left my subscription in tact thru March **** for the $112.08 that I have already paid.

  Sincerely,

  Ed Ireland

  Business Response

  Date: 06/13/2023

  Hello,
  
  Please be informed that our payment processor, 2Checkout, confirmed that they didnt receive the second payment and they are not able to find it in their system.
  
  They confirmed only one transaction finalized on 5 March on Bitdefender using the credit card 6011-XXXX-XXXX-8269.
  
  They recommended the customer contact a bank representative. The customer can also contact the payment processor, 2Checkout: ********************************* we dont have access to the billing details

• Initial Complaint

  Date:05/16/2023

  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 Bitdefender Internet Security in May 2021 for $19.99. I'm almost certain that I turned off auto-renewal as I regularly do so with services I purchase. It looks like, after my purchase, according to the product history, my product and customer information was changed and for some reason my subscription was 'extended' but the text in the order shows that it was shortened by a day, from "2022-05-14 00:28:22 to 2022-05-13 00:28:22".It wasn't until a few days ago I noticed that auto renewal was on and that I was being charged $80 for what was once $20. I would never have agreed to pay $60 more when I could just purchase the product again manually. Looking into it I found that Bitdefender was the subject of an auto-renewal lawsuit which is not surprising. Looking online many customers online have been frustrated with BD for some time because of their auto-renewal processes and difficulty in cancelling them. You would thing BD would reward customers who stick with them instead of raising prices by 400%. I don't feel like I can trust an internet security company that has such predatory practices and refuses to change them. I would like a $60 credit for the automatic renewal in May 2022 and a full refund and cancellation for the renewal in May 2023.

  Business Response

  Date: 05/18/2023

  The customer was billed for an automatic renewal order as the auto-renewal function was not disabled initially.
  
  The refund was processed for his order from May 11, 2023, but we cannot process a refund for the order from May 11, 2022 as it doesnt respect our 30 days refund policy.
  
  The automatic renewal process cannot take into account all the offers/campaigns that are running on our website or at different points of sale and for this reason, we are trying to offer our customers the opportunity to manually renew at favorable prices during the subscription period.
  
  The price at which the auto-renewal is applied can be seen in automatic notifications so that any customer can request either the option's deactivation or a more advantageous offer.

• Initial Complaint

  Date:04/29/2023

  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.

  I am disputing an automatic renewal charge of $101.64 from Bitdefender processed on 04.29.23. I deleted my account on ********************** Central on 04.28.23 because there was no obvious way to stop the automatic payment on there. It is a shady tactic. There really needs to be something done about this. They also doubled the renewal fee from the original purchase price. They also attempt to intimidate purchasers on their community site who may choose to dispute their payments through PayPal or the bank by indicating that the process can take up to 90 days to resolve going the charge back route. This is an intimidation tactic because they know if they get too many chargebacks through PayPal they will be suspended from accepting payments through PayPal. The truth is that the process can happen quickly if they respond quickly. Shame on you. I want my refund of $101.64 immediately. Requested refund via dispute through PayPal, my bank, to Bitdefender via email, and through their support site. Case status:Under review You filed the case April 29, 2023 Case ********************* Disputed amount:$101.64 USD Seller info:Avangate, **************** paypal-************************************ Date reported:April 29, 2023 Invoice ************ Additional Info Your note:I deleted the account on ********************** Central because I no longer wanted the service and it showed that the account was deleted.Item details Item name:bitdefender.com (Renewal)Item description:bitdefender.com (Renewal)Quantity:1 Issue:Charged for a canceled subscription Cancellation date:April 26, 2023 Cancellation number:I deleted the account Transaction reported AI Avangate, Inc.Apr 29, Preapproved Payment Transaction ID: ***************** -$101.64 USD

  Business Response

  Date: 05/15/2023

  The customer ****************** deleted his ********************** account and didnt disable the automatic renewal function for his order paid through our reseller 2Checkout (Verifone).
  
  He was informed that the auto-renewal option is enabled by default when purchasing as to not compromise device security and allows you to conveniently retain protection when the Bitdefender subscription expires. At the same time, it is a widespread option in the antivirus industry and has been implemented as a result of customer requests.
  
  However, we understand that some users do not want this option to be active, and that's why we provide our customers with many ways to disable it:
  
  - following automated notifications
  
  - by contacting the support team at anytime
  
  The necessary steps to configure your auto-renewal preferences are also available on our official website
  
  The automatic renewal process cannot take into account all the offers/campaigns that are running on our website or at different points of sale and for this reason, we are trying to offer our customers the opportunity to manually renew at favorable prices during the subscription period.
  
  We have taken note of his refund request, however, we have noticed that he opened a charge-back with PayPal. Disputes actually block 2Checkout from issuing our refunds, because of the way their system is setup.So we asked him to first close the dispute on his end and get back to ** so we can issue a  full refund right away via 2Checkout.
  
  Thank you!

  Customer Answer

  Date: 05/17/2023

   
  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.
  The complaint was resolved through the chargeback process. No further action needed.

  Thank you. 

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

• Initial Complaint

  Date:03/11/2023

  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.

  Just purchased another upgrade to their *** because the current subscription keeps kicking me off the **** It limits the traffic and then asks for money for an upgrade. For FIVE months, I have not had the security I am used to with my devices. I got so desperate that I bought the upgrade only for 3 months because I didn't trust the company. On 3/9/23, I bought an upgrade *** $32.24. Mind you, I already paid for this with the security on 9.30.23. I asked for my money back because now there are 2 subscriptions for the **** No kidding. In their legal jargon, they state the following: Premium *** 73TLVNZUG3-"this one in (sic) still in our refund policy.We can do a full refund or merge validity with the old one." I told them in writing (attaching emails) that I wanted my money refunded.On, 3/11/23, Bitdefender decides that they are keeping the money and extending it when the renewal begins. I am NOT renewing a service with this company because they have made statements and then retracted those statements. They also said I had to activate a code. Then, you will see on an email, that is incorrect. It is not necessary to activate a code. This keeps happening...double speak.They have no intention of refunding me. So before I have ***************** do an investigation, I am reaching out as I am not happy at all with the double speak.The emails are a thick file, so I hope the attachment goes through. If not, I will fax to BBB. My writing is very large and bold due to vision issues. This also gave me a giant migraine. I also want to be reimbursed for the months I was kicked off the *** after the "traffic" hit a certain limit.They have not acted in good faith. What a way to keep a customer's money when they already have a paid service. This is the third day I have spent on this issue.DO NOT have the company call me. It's a medical phone. I only do communications in writing for my protection. Thank you.

  Business Response

  Date: 03/20/2023

  the user contacted us with a technical issue regarding the *** and our technicians are trying to find which error receives. We already refunded him the last order, but he also has an order from September 2022 which doesnt respect our 30 days-refund-policy. If the technical issues cannot be solved, we will offer him a partial refund.
  
  Thank you!

  Customer Answer

  Date: 03/20/2023

   
  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,
  
  ***********************