We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Internet Services

SurfSafe VPN

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company ********* is a scam beware of it. They say that you can try it or theyll give you the money back but after I tried it and it didnt work the same day I asked for my money back and they said I didnt qualify for a refund. That is crazy, and he didnt even give me a reason he sent me a link that didnt even open and told me to fight it because they know ****** and credit cards wont agree with the customer because they want people to pay money. Please be very careful because the explanation the *** told me was they sell the *** as is like if its a car o a house. How can you sell a service as is when its not printed anywhere and claim you have a 30 day money back guarantee. Dont fall for it, the device doesnt work, stick with what works.

  • Initial Complaint

    Date:07/06/2024

    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 believe I am being charged a recurring monthly subscription fee even though my Surfshark profile says I do not have a subscription/membership and have not had one since April. I have been charged for **** June, and Juy. I have not been able to solve the issue with Surfshark customer service.

  • Initial Complaint

    Date:04/23/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Product is useless and merchant refuses refund.I purchase Surfshark before I left for ***** in early March. Upon arrival, I realized that the *** doesn't work at all. I also couldn't cancel the service because I couldn't even get on the Surfshark website.After returning to the **, after multiple attempts, I was finally able to reach a real person on the Surfshark webside named ***********************, who said I cannot receive a refund because I didn't notify them, and I should continue use Shark*** now I am back to the ****I am very ****** at the service provided by Surfshark ***. I'm not even going to discuss the loss of income resulted from the *** not working and the level of customer service provided. At this point I just want a refund for a service that never worked.

  • Initial Complaint

    Date:04/06/2024

    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 spend all day on chat trying to close my account. And after a few weeks they charged my card again! This is insane that they are allowed to do this! ********************* Wouldnt even sound remotely considerate of my issue

  • Initial Complaint

    Date:01/27/2023

    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.
    Surfshark constantly drops my connection, leaving my Wi-Fi connection exposed. It will also block ****** searches for no discernable reason, and is incompatible with my banking app. I tolerated these issues for over a year, but last month my debit card was compromised as an indirect result of Surfshark not working.********* refuses to refund me because their terms of service limit the refund period to the first 30 days; however, the terms of service also allow for exceptions to this policy in "the exceptional cases" when "Services which you purchased were not available or usable." I have provided ample evidence to Surfshark that their services are not usable, but they're still denying me the refund. Instead, they prefer to waste hours of my time with "troubleshooting" steps that go nowhere at best, and exacerbate the issues at worst. I request that ********* refund my subscription fee, so that I can take my business elsewhere.

  • Initial Complaint

    Date:01/13/2023

    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 canceled this service within 30 days of subscribing and was billed for an additional six months. I sent emails asking to stop auto-renewal and no reply. The charge was ***** a month for a total of ***** unauthorized charges. My last email notifying them of the unauthorized charges was sent on January 11, 2023. For the third time, I canceled auto-renewal from the application but I haven't had much success with that.

  • Initial Complaint

    Date:12/20/2022

    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 first started with 7-day trial service, in which if i am not cancelled within 7-days. I will be charged 1 year subscription. Then, I cancelled on 7th day @ 2:00am. However, I didnt know the recurring whole 1year subscription is on. When i found this out, I tried to work with ****** Play, but they denied and told me to contact the developer directly. Then as i showed all this with their customer service, All they said was we have 30 day money back and we can process but its after 30days. heck! there is nothing shown that on explanations, and I recently found out when i gone over my CC bills. Now, I want this money back as i followed their rules. or at lease give me the 10 month rest that i am not going to use at all. This is very deceptive practice that your company is doing

  • Initial Complaint

    Date:11/21/2022

    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.
    My underage child used my palpal account to pay for their service. They signed up for a free trial and never figured out how to use the service on different devices such as fire stick. The trial ended and charged my card. I contacted them multiple times and finally found a live chat. I was told there would be no refund. Though there was no use of the product, and an underage child paid (technically paid with my stolen PayPal cards). I am warning others, their charge comes up as CLEVERBRIDG and it is tricky figuring they are SurfShark VPN.

  • Initial Complaint

    Date:11/05/2022

    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.
    Date: 2022-10-28 Plan: 14 month Price: $30.26 Payment method: Credit card November 2, 2022 We've just processed your refund.Total refunded$30.26 The payment providers tell us that it can take up to 10 business days for that refund to appear back in your account. If it's been 10 business days and you still aren't seeing it, get in touch with us via live chat on our website or email us at ********************* and we'll help sort things out. Stay safe,The Surfshark Team.I requested refund due to downloading issues that I was unable to resolve. Also, they provided an outdated version of the product. Reportedly a refund was issued. I need to have it expedited and guaranteed. According to them, I cannot delete my information from their system until the refund process is completed, and I am not comfortable with that.

SurfSafe VPN is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.