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

• Initial Complaint

  Date:09/19/2022

  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.

  This morning on Sept 19, 2022 at 7:29 AM Bitdefender charged my credit card $95.39 for a renewal I do not want, I did not approve of and I did not authorize. I made an initial purchase with them last year and did not authorize or approve them to make any other charges of any kind. Even they noted in their email that they made the "renewal" charge basically as a "convenience to me." But it's actually unauthorized, unwanted and unapproved, and an offense to customers who have the right to choose their services and anything different is only a careless invasion to the customer. I am offended by what they have done here. Had I just been notified beforehand I certainly would have stopped them in their tracks. But they made this charge out of the blue. IMMEDIATELY credit me for the charge that was wrongly and disrespectfully made for $95.39 and IMMEDIATELY CANCEL any and all business and association with Bitdefender I might have permanently. I also requested cancellation and protested the charge in writing but I have yet to hear back from anyone?? And all of the links in their email to cancel the service or reach support do not work?? CREDIT/REFUND THE CHARGE AND CANCEL ANY AND ALL BUSINESS AND ASSOCIATION.

  Business Response

  Date: 09/27/2022

  The order has been automatically renewed due to the fact that the customer had the automatic renewal option enabled at his first purchase via our website.
  
  The auto-renewal option is enabled by default when purchasing as to not compromise device security and allows 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 notification sent on Aug 20, 2022
  - by contacting the support team at anytime
  
  Also, we try to ensure maximum transparency on the auto-renewal process both through the information available at the time of purchase and through multiple email notifications before the renewal is performed. It is always the client's decision if he wants to keep the auto-renewal on or off. However, if within one year of the initial purchase the customer does not manually deactivate or does not contact us to disable it, it is reasonable to consider that the customer agrees to the auto-renewal.
  
  The customer reached our support team and as requested; the amount of ***** USD has been refunded.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18044440
  
  I am rejecting this response because:
  

  I did not have an auto renewal option setI NEVER auto renew. Bitdefenders own rep that actually begrudgingly processed the refund admitted that its something the company does automaticallyhe told me this without my having to ask about it.  So Bitdefenders response to my complaint is untrue or theyll have to start training their folks to lie which is not advisable. 
  

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

  Business Response

  Date: 09/30/2022

  We apologize for this inconvenience. The automatic renewal is set as enabled from the initial purchase. However, it can be disabled from the Central account, our payment processors platform or by reaching our support team before the automatic renewal takes place.
  We are always available for a refund in such situations,that is why we applied the requested refund.
  

  Customer Answer

  Date: 10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and because they admitted that they initiate the renewal and automatically set itnot the customerwhich was a clear correction of their earlier response/claim, this case can now be closed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/13/2022

  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.

  This account to Bitdifender was cancelled many, but many years ago. Last year we get a bogus email to my email saying they will charge me $100.00 for yearly subs. if I didn't contact them. My husband contacted the Credit Card right away because we saw the charge in our account and the *************** did reimburse us since this was cancelled as mentioned. Now all of a sudden I just get a bogus email again ( I've included a screenshot). again warning us they are charging us again if we don't call which we do not want to call for fear they get our phone number but again this time warn us will charge us $378.00. Bitdefender has attempted to place an order for services on several occasions the most recent which is this complaint. They claim to be signing us up for a service that we did not order charging $378. We just Googled this Bitdefender and as we figured tons of scams, complaints from people! Please address this ASAP. Thanks much, Sincerely, *******

  Business Response

  Date: 09/15/2022

  We have reached the customer and requested more details regarding the e-mails received since we did not locate any purchase or active account using the e-mail address from this form.
  
  Thank you!

• Initial Complaint

  Date:08/26/2022

  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.

  This company auto charges repeat customers a higher rate to "renew" than what they sell a new subscription for directly off of their website. I have been calling in for 4 DAYS now asking to have the charge reversed and to cancel the subscription. Unfortunately, I am repeatedly told by the people who answer the phones that they can not issue a refund. They can, "submit a request to have a refund issued and someone will be in touch via email". You can not TALK with anyone in the refunds department. It's email only. HOWEVER, it has now been 4 days of calling every day and receiving the same response with NO EMAIL from anyone about this reversal. My advice, use a different antivirus company. The people running this company obviously don't care about loyalty or customer service.

  Business Response

  Date: 08/28/2022

  The customer reached our support department. Due to a high volume of requests that we are currently handling it takes a little longer to reply.
  We want to refund the customer however, the order has an opened chargeback. We have reached the customer to close the dispute and then we can refund the amount.
  
  To clarify the matter regarding the price difference, each Bitdefender product has a standard price list. Depending on the various campaigns or means of sale, discounts may apply, but the initial list price does not change. The auto-renewal is based on the initial price. However, we understand that there may be situations where the underlying price is higher than that of the last acquisition and that is why 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 made can be seen in automatic notifications so that any customer has the opportunity to request either the deactivation of the option or a more advantageous offer.
  
  We will continue to communicate and assist the customer until the order is refunded.
  
  Thank you!

• Initial Complaint

  Date:08/17/2022

  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.

  Bitdefender is not allowing me to access my newly purchased Bitdefender Ultimate antivirus that I purchased today, 8/17/2022.When I try to log in, it says my account is not recognized.Furthermore, the number listed in their email confirming subscription: ************ is disconnected.I purchased their antivirus from https://store.bitdefender.com/

  Business Response

  Date: 08/19/2022

  The customer did not activate the product, nor does he have a Bitdefender Central account associated with this e-mail address. We have reached out to him to assist him with activation and installation instructions.

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17728253
  
  I am rejecting this response because: BitDefender is not telling the truth. They charged me $95.39 on 17 August, and then claimed that they could not locate my email address, even though I had to use my email address to make the purchase.

  After trying to work with BitDefender for two days to resolve this matter, BitDefender failed to activate my account. When all efforts failed, I alerted my bank USAA about a fraudulent credit card by BitDefender. 

  When I went online to find information about BitDefender, a recent post on Reddit indicated this business is a scam.

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

  Business Response

  Date: 09/13/2022

  We have reached the customer as requested and assisted with the troubleshooting for the mentioned issue. Our technical support agents requested a few screenshots to further investigate this matter, which were not received. In the end, the customer requested a refund for the purchase, and we processed it, as requested.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17728253
  
  I am rejecting this response because: Bitdefender neglects to mention that I did send them screenshots of the error, but they failed to fix the problem.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 09/15/2022

  For the interactions in the ticket **************** we did not receive a screenshot showing the error, only the error text: Oops,something went wrong with your request. Error: invalid redirect URL.
  
  We apologize that we could not manage to solve the case in a timely manner. However, we refunded the customer as requested since no solution was provided in a good time.
  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17728253
  
  I am rejecting this response because they failed to correct a serious error, forcing me to (a) report the transaction to my bank as possible fraud and to dispute the transaction,  and (b) report the problem to the BBB.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 09/30/2022

  For the interactions in the ticket **************** we did not receive a screenshot showing the error, only the error text: Oops,something went wrong with your request. Error: invalid redirect URL.
  
  We apologize that we could not manage to solve the case in a timely manner. However, we refunded the customer as requested since no solution was provided in a good time.

• Initial Complaint

  Date:08/16/2022

  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 bitdefender on my computer under my husbands license. His license covers 5 devices so he put it on my laptop. It's been on my laptop around 6 months or so. Yesterday, 8/15/22 I signed into my paypal account and saw 2 charges from Bitdefender (Avangate). One for $97 and another for $37 - both taken on 8/15/22. My husband checked our bitdefender account and saw that there are now 2 licenses. The per-existing license and a new one under my name. 1. I never signed up for anything with bitdefender.2. All payments to bitdefender come from our bank account.3. Nothing was ever under my name nor was a payment EVER made to them using my paypal account.So, how did they manage to create a second license under my name, remit themselves payment under 2 separate transactions made on the same day AND sign me up for auto-renewal using a payment source they've never received payment from without my authorization? They used my password which they had full access to with their software on my system and took it.

  Business Response

  Date: 08/17/2022

  We have contacted the customer to identify the account/orders and we will process a refund, as per the customers wish.Tell us why here...