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:02/10/2023

  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.

  Feb 2nd 2023, I attempted to get a full refund for this product within the 30 day time period. As of this day, I have not received the refund though they said it would take only five business days. I wrote to them again, three times more asking for this refund, and no response.Order ID number # ********* I have now Canceled my account with them. I am concerned that they may try to renew my subscription a year from now, which I do not want.

  Business Response

  Date: 02/17/2023

  The customer contacted us in order to receive a refund for his order and we sent him an email from the retention team. He didnt see it and replied to an automatic email which informed him that he has an open case with our support team. We initiated the refund process for his order and confirmed it.

  Customer Answer

  Date: 02/23/2023

   
  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:02/10/2023

  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.

  I have requested a refund and have Emailed Bitdefender over and over again to cancel my subscription. The computer that the software was on is no longer in use, as the hard drive went and I no longer use it.All I keep getting from them is the run around and them wanting to extend my subscription. I NO LONGER USE THE ** THAT IT WAS ON! They stall and stall to keep more of the refund!****

  Business Response

  Date: 02/17/2023

  After checking our records, we determined that the customer contacted our support team informing us that he no longer uses our products, so we confirmed that his subscription will not be auto-renewed and it will expire on March 10, 2023. His last order is from March 2022, so according to our refund policy, we are not able to process a refund for the order placed last year.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19380875
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/03/2023

  The user has no recent order in our system. His last order is from March 2022. Our colleagues confirmed that the auto-renewal is disabled for his order. We offer a 30 days-refund-policy,but the customer contacted us on 25th January 2023.

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19380875
  
  I am rejecting this response because: they are constantly putting off a refund for any amount, by insisting that I STILL have coverage on 

  my PC, which I do not!  This is a Pathetic way to do business.  See attached text document that has a copy of the latest Email from them, insisting that my 

  subscription is about to end.....It already has ended by me!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/31/2023

  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.

  Purchased Bitdefender Lite and it wont install saying I need to remove Spybot. I removed it and its folders and it still says the same thing. It wont fully install and warns me Im not protected. Bitdefemders technical customer service is auto generated emails and the chat option has no place to type a reply. Im stuck with a non functioning product on my PC that worked well with ESET Since the customer service is so poor and it does not work I want a full refund and will uninstall it and reinstall ESET

• Initial Complaint

  Date:01/02/2023

  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 am not utilizing any Bitdefender service yet I have 2 recent charges of $102.11 from them. One is on 12/25/22 and the other is dated today, 01/02/23. Somehow they managed to access 2 separate credit cards. Both charges are listed as 2CHECKO*BITDEFENDER.COM I have attempted to call them. First I reached someone who asked for access to my computer!!! Apparently there is an active scam going on linked to this business name. Then I found this BBB page and decided to try the number prior to making this report. I got a message that they would call back in ***** minutes. 2+ hours later I got a phone call from ******* that I ignored. I could not make out from the message but perhaps this was their call center?? An international call directly to my cell phone will have outrageous charges. All of this is besides the point that I do not have any device connected to any service of theirs, nor did I get a notification that there would be a charge, nor do I know what the charges are for! I need assistance with a full refund of BOTH charges of $102.11 for a total of $204.22 as soon as possible. Thank you.

  Business Response

  Date: 02/15/2023

  Thank you for reaching out to us.
  
  We have noticed that you have reached our support team and that both orders were refunded as requested.
  
  The total amount should already be visible to your account.
  
  Should any further assistance is needed, feel free to reach back to us!
  
  Thank you!

• Initial Complaint

  Date:12/17/2022

  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.

  Bitdefender double charged me since 2017. I have emails from them saying it was cancelled and I wouldn't be charged. I want my money back. This is theft!

  Business Response

  Date: 12/30/2022

  Dear ********,
  
  We have tried to locate your order in our system with the details you provided but we were unable to retrieve any account/ purchase.Please be so kind as to send me the information described below (photos/scanned copies/ screenshots) so I can do a more complete search:
  
  a) Order number and email address registered for the purchases
  b) Last 4 digits of the credit card, the amount paid, and the full name used in the transaction (if order number and e-mail are not available)
  
  Looking forward to your reply!
  
  We have also reached the customer from our support team.
  
  Thank you!

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18604236
  
  I am rejecting this response because:
  

  I have been emailing with the company and this is not yet resolved. It's about it they see the order and have complete access to it.

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

  Business Response

  Date: 01/10/2023

  We have reached the customer and located the transactions,which were made on a different e-mail address.
  
  Thus, as a solution for this matter, the most recent order was partially refunded and offered a 3-years subscription as a compensation for the previous unused orders which the customer agreed to.

• Initial Complaint

  Date:12/11/2022

  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 received a text message from my bank that Bitdefender had debited $100.93. This will overdraft my bank account and cost me $30 additional. I was given no advance notice that I would be charged. When I tried to log into my Bitfinder account it was difficult. (Intentional on their part, I think!) It is not possible on the app. I was finally able to get in via website. I could see the charge, but could not address the problem there. I have e-mailed for a refund and cancellation. I find their auto renewal sneaky and predatory. The lack of any notice prior to charging for renewal is especially foul. I WANT AN IMMEDIATE REFUND PLUS $30 to cover overdraft) $130.93)

  Business Response

  Date: 12/14/2022

  Dear *******,
  
  My name is **** and I am reaching you on behalf of Bitdefender. I've picked up your refund request today and I'll do my very best to help you with your query.
  I would like to confirm that your refund request has been processed and the amount of $100.90 will appear on your credit card in 5-7 business days, depending on the issuing bank.
  
  Regretfully, we cannot refund you the overdraft fee, as this was charged by your bank, not by Bitdefender, and the amount is, therefore, not in our accounts. I advise that you get in touch with your bank regarding this aspect,as they are the only ones who have any control over such fees.
  
  Please accept my apologies for the inconvenience caused by the auto-renewal and allow me to clarify the situation.
  
  In order to ensure uninterrupted protection and not compromise device security, auto-renewal is the default setting for subscriptions purchased from the Bitdefender website, unless the configuration is modified during the validity period of your product.
  
  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 (either during the validity of the product or following automated notifications, or by contacting the support team at anytime). Here is a useful article from the support section of our website regarding how to configure your auto-renewal preferences:
  
  https://www.bitdefender.com/consumer/support/answer/29081/
  
  Also, we try to ensure maximum transparency on the auto-renewal process both through the information available at the time of purchase and through email notifications before the renewal is performed. Upon checking your subscription history, I can confirm that the auto-renewal notification was sent to your e-mail address ************** on November 11th 2022.
  
  It is always your decision if you want to keep the auto-renewal on or off.
  
  You also mentioned difficulties while trying to log into your Bitdefender Central account via the mobile app. So I can better understand the matter, could you please provide a more detailed description of the situation? If you encountered an error, a screenshot containing it would also be helpful.
  [How to capture a screenshot]
  https://www.bitdefender.com/consumer/support/answer/1864/
  
  I am looking forward to receiving your reply.
  
  Stay safe and have a wonderful day!
  
  Thank you.

  Customer Answer

  Date: 12/15/2022

   
  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:12/10/2022

  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 purchased Bitdefender Premium *** on November 29, 2022 and only a trail version was available for download. I could not activate after trying numerous times, including with the help of Customer Support. Why wasn't there a trail-free version to download? And why didn't the activation code work? I was also referred to Netgear to resolve the problem but Netgear representatives said it wasn't their problem because the *** wasn't downloaded from their Nighthawk App that I have. My last call to Bitdefender Customer Support was on December 8, 2022 and they told me that the problem has been transferred to Bitdefender Technical Support at the highest level of support but said that it may takes some time because they are extremely busy in December. But to me, it seems like an easy problem to resolve quickly by Customer Support. Also, I've been told different details about the problem which means that Customer Support representatives are not coordinating with each other about the problem. I've also had a difficult time communication with some representatives. I suggest that all Customer Support Representatives be trained to resolve non-complicated technical issues and brush up on their speaking abilities. Attached are supporting documents.

  Business Response

  Date: 12/20/2022

  Thank you for reaching out to us.
  
  We are so sorry for the inconvenience, and I understand how frustrating that must have felt. Please note that we have located the open ticket (**********) and requested to be prioritized.
  
  One of our technicians will reach back to you in the shortest time possible with a resolution.
  
  Thank you for your entire patience and understanding.

• Initial Complaint

  Date:12/02/2022

  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.

  Small backstory: I used Bitdefender's product called Bitdefender antivirus plus for protecting my computer from viruses, etc. Then I upgraded to Total Security with them, and both decisions were made last year. Eventually I realized it was slowing my computer down and I genuinely was not okay with my computer slowing down. So I uninstall the software, CANCELED my auto-renewable subscription so I don't get charged further down the line. Note, when I first got my product, I selected "per year" subscription. So when I canceled the auto-renew and deleted my account, of course, I wasn't going to hear from them until this year down the line. I honestly was expecting not to hear from them EVER. I get an email from them saying "reminder, I'm getting charged x amount of money for the product I installed". Firstly, I don't have an account with them. Secondly, I don't have NO products from them. They charged me... I got upset and emailed them explaining I do not have an account with them, canceled the auto-renew subscription and deleted everything! It took a while for them to finally refund my money ( I had to use Paypal file complaint JUST for them to follow through with the refund)Once everything is settled.. I was relieved. Now 2022, Dec 02....I get another email from them...SAME. ! But instead they charge my credit card for $94.99 CAD! Again, I DO. NOT. HAVE. AN. ACCOUNT. WITH. THEM! Why are they still charging me?! I messaged them instantly, asking them for a refund. Moreover, I'm filing a complain to this company. I'm not the only one who experiences this. https://www.customerservicescoreboard.com/BitDefender Please, I'm begging you to do something about this.They took money from my credit card, so they were sneaky about that. Last time they took it out of my paypal balance, and ****** could help me. These are smart trying to take it to my credit card, so they can't refund me.

  Business Response

  Date: 12/08/2022

  We have reached the customer and refunded the order. Please add the following reply:
  
  We would like to take advantage of this opportunity to convey our apologies in regard to the situation created.
  
  The second subscription was assigned to another e-mail address that had the automatic renewal enabled. Therefore, the subscription has been automatically renewed.
  
  As requested, the order has been refunded and the amount will return to the customers account.
  
  Thank you!

  Customer Answer

  Date: 12/08/2022

   
  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:11/29/2022

  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.

  Nov 28 2022 Received email stating they were going to debit my credit card I have never had this service Fearful this is a scam From bitedefender

  Business Response

  Date: 12/08/2022

  Based on the information you have sent us through the BBB complaint; it is our understanding that you have been contacted by a third-party impersonating Bitdefender. This type of scam is on the rise and criminals are impersonating tech companies of all sizes.
  
  
  We are constantly attempting to raise our users awareness on how to stay on top of the latest innovations in cybercrime. Furthermore, you can check the next article: https://www.bitdefender.com/consumer/support/answer/28454/
  
  You can help us fight this type of fraud by doing the following:
  
  1. Never give in to the demands of people calling you on behalf of a company. When in doubt, please contact the company using the contact information listed on their official website (in this case,bitdefender.com).
  2. Report any fraud attempts to your anti-fraud organization or to law enforcement agencies.
  3. Avoid paying for so-called services with cash, gift cards or vouchers as they cannot be voided and returned to the victim, nor can they be traced to the real identity of the scammer.
  4. Never let an unknown person remotely access your machine.
  
  If a charge was made, we always recommend reaching out to a representative from your bank and open a chargeback.
  
  We thank you for bringing this to our attention, and we assure you that we're sparing no effort to curb this type of crime.
  
  We're regularly crawling the web for domains impersonating the Bitdefender brand, and we're taking them down or blacklisting them when identified.
  
  Thank you!

  Customer Answer

  Date: 12/08/2022

   
  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,
  
  ***********************