Complaints

This profile includes complaints for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  10 High St Boston, MA 02110

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  

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:07/23/2025

  Type:Sales and Advertising 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.

  The renewal practices by Aura are shady. They claimed they sent an email a month ago and I read it but I keep all emails and cannot find it. I can however find my email from yesterday saying my account renews tomorrow and there is nothing you can do about it. I tried cancelling the minute I got the email but they charged me for another full year of service. In googling this I see many boards with the same complaint. I feel Aura needs to do better and offer a pro rated cancellation solution. Also they should better communicate renewal timelines and costs to customers with time to do something about it.I also contacted my credit card company disputing this auto renewal. I dont have an account number per se but believe it is linked to my email address.I am attaching both the email regarding the renewal and my cancellation that day. Unfortunately per their policy I cant cancel for a whole year. Also adding my search for email by Aura. The phone *** claimed I got an email from them notifying me of the renewal 30 days before. I do not delete email to keep records and cannot find that renewal notice email they claim I read.

  

  Business Response

  Date: 07/24/2025

  Thank you for contacting Aura. Were truly sorry to hear about your experience and appreciate you bringing this matter to our attention.

  Our records confirm that we were able to connect with you and assist in completing your cancellation request.

  A refund of $217.47 has been issued to the billing account we have on file. Depending on your financial institution, you should see the refunded amount reflected in your bank statement within 57 business days.

  We sincerely apologize for any inconvenience or difficulty you may have faced in trying to reach us.

  If you have any further questions or would like to speak with someone directly, please dont hesitate to contact our ************* team at **************, available 24/7.

  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 07/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/22/2025

  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 signed up online for their virus protection. My phone stopped working completely after I downloaded it Pages would not open my hey ****** would not work. I have to do lots of work from my phone on several web pages Etc which I know could no longer access. So I immediately called and could not get through. I emailed guest services and they told me that I could not get a refund unless I called in which they offer 60 day guarantee. I literally called the same day that I downloaded their app. Since then several emails have come telling me the only way to get the refund is by phone. I tried three times by phone two of the times was on hold for over 30 minutes. That is completely impossible to get through by phone. I have since disputed the charge with my credit card company

  

  Business Response

  Date: 07/23/2025

  Thank you for contacting Aura. Were truly sorry to hear about your experience and appreciate you bringing this matter to our attention.

  Our records confirm that we were able to connect with you and assist in completing your cancellation request.

  A refund of $19.99 has been issued to the billing account we have on file. Depending on your financial institution, you should see the refunded amount reflected in your bank statement within 57 business days

  We sincerely apologize for any inconvenience or difficulty you may have faced in trying to reach us.

  If you have any further questions or would like to speak with someone directly, please dont hesitate to contact our ************* team at **************, available 24/7.

  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 07/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:07/14/2025

  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.

  My daughter and I was in a study where she get paid monthly she is 9 and she expects her money on time the study is tech wise and aura I have a email from one lady telling me that I constantly use them for a weekend pay this is only the second time I asked about my daughter pay because my daughter asked me I have screenshots of the emails from them she is supposed to be paid Friday or Saturday and me asking about her funds now they say 10 days

  

  Business Response

  Date: 07/15/2025

  Thank you for reaching out and sharing your concerns. We understand how important it is for your daughter to receive her study payments on time, and were sorry for any frustration this delay may have caused.

  Our records indicate that the ******** team responded to your email on 7/12/25 and advised that the payment will be sent within 10 days. As outlined in the study protocol and the signed consent form, payments are issued within 10 days of completing the required study activities.

  To ensure you receive the most accurate and timely support moving forward, we recommend contacting the TechWise team directly at *************************************************************. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:07/14/2025

  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.

  On July 1, 2025, I was notified by my bank that UltraAV (a US-based Anti-Virus company owned by Pango Group, a holding company based in **********, *************) had attempted to collect $163.11 from my debit card for my usage of its product. Supposedly, former ********* Antivirus customers in the ************* were notified that their antimalware product subscription would be transferred to Pangos UltraAV after the Russian company was banned from offering its software in the **. I maintain I never received this notification. I made the change to another US-based antivirus provider on my own accord. I never consented to using this brand, I never authorized the switch, and I certainly never downloaded, activated, or used its product. Last year, the company attempted to charge me for an annual fee and after 5 days, I was finally able to "chat" with a representative, who, after spending more then 20 minutes trying to sell me on the idea of trying their service for a reduced price, finally "cancelled" my service and refunded the charges. That was supposed to be it. I asked that I never hear from them again. All was good until they attempted the same shenanigans on July 1, this time for even more money! ********* at least had a good product. Ironically, this American company is acting in bad faith. They're crooks. They peddle a pathetic excuse for a product, and they have no honor. I want nothing more to do with them. I want to make **** certain they don't harass others in this same fashion!

  

  Business Response

  Date: 07/15/2025

  Wed like to sincerely apologize for any confusion or inconvenienceplease know this was never our intention. We understand that our services may not be the right fit for everyone, and we truly appreciate your feedback as we continue to enhance our product experience.

  After reviewing your interaction with our team, we located an additional account under a similar email address, which appears to be tied to an older Kaspersky subscription that does not include the * in the email. To ensure everything is fully resolved, a member of our team will be reaching out to confirm the cancellation of that second account and address any remaining concerns.

  Thank you again for your patience and understanding. If theres anything else we can do to support you, please dont hesitate to reach out at ********************************************.

• Initial Complaint

  Date:06/25/2025

  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 canceled by subscription with ********* with request to Kaspersky Technical Support - ID *************** to not renew back on 12/31/2023. I was therefore not renewed for *****.I later received email from Ultra AV on May 3rd, 2025 that I was to be renewed for ****** on June 3, 2025 and that charges would appear as "Billing Descriptor Update: Charges will now appear as ****************** instead of NexWay or Digital River."The email contained following on how to cancel: "To view details about your subscription, make changes, or cancel, log in to your account and click "account info", reply to this email, or call us at ************** before the renewal date."I replied next day May 4, 2025 to ************************** as copied below.On June 2 11:41PM, I received an email from my credit card to confirm an order from ******************* .I contacted my credit company to complain I did not authorize this purchase and had to get a new card and my cc declined the order.Then on June 18, I was charged again but under ****************************** . Again I had to contact my credit card company to open a fraud investigation and get a new card and account credited the $****** This business ignored by cancel request and is continuing to charge my card using different business descriptors and refused to return confirmation of my cancellation request via email.-- my reply to Ultra AV Support --From: bucmecloco To: ************************** <**************************>Sent: Sunday, May 4, 2025 at 07:22:10 PM CDT Subject: Re: Important Automatic Renewal Update about Your Kaspersky Antivirus Subscription (Now UltraAV)I DO NOT want to renew. I already had expressed this in prior email to ********* support.Please confirm you understand this request. I want my account closed and deleted. Not clicking any links I am also informing my cc that I have requested to not renew.***** ******* atticusbarks-********************

  

  Business Response

  Date: 07/03/2025

  We sincerely apologize for any misunderstanding regarding your request.
  
  We received your inquiry on May 4, 2025 and promptly responded; however, it appears we did not receive a reply from you.
  
  As of today, we can confirm that the funds have been returned to you. As a privacy-focused company, we respect your control over your data and will proceed with deleting your account as per your request.
  
  Please remember that you can reach out to us at any time if you have any further questions or concerns. Our team is available via:
  
  Chat Support
  Phone: **************
  Email: ********************************************
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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.

  Dear BBB,Im writing to respectfully request your help in resolving a billing issue with Aura.On May 28, 2025, an automatic annual renewal for Aura was processed on my bank account. While I did sign up for their service last year, I discontinued use early on and had forgotten that auto-renewal was still active.I received the autopay notification at 11:40 PM CST. By 7:00 AM the following morning, less than 8 hours later, I reached out to Aura by email to request both a cancellation and a refund.They responded (Ticket #********), asking me to log in and cancel the account, which I did. They also directed me to submit a refund request through their online form. I complied and explained that I no longer use the service, had forgotten about the autopay setting, and that my refund request came well within 24 hours of the charge.Unfortunately, my refund was denied under their Case #********. Aura stated that the denial was due to the fact that more than 60 days had passed since the initial purchasethough the charge in question was a renewal. Their policy appears to apply the refund terms of the initial purchase to all future renewals, regardless of when the request is made. This policy was not clearly communicated to me when I first signed up.While I understand the importance of company policies, I believe there are good grounds to consider this case on its merits - a policy that was not clearly explained, I no longer use the product, and I acted quickly. Not to mention that this charge has had a real financial impact on me. I have followed their channels for resolving this issue and have come up empty. Im kindly requesting that Aura reconsider their decision and issue a refund for the renewal.

  

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and for sharing your experience. We sincerely apologize for any confusion or frustration you encountered, and we truly appreciate your patience as we worked to resolve this matter.
  
  We want to assure you that your concerns were taken seriously. While our original response was based on our standard policy, we revisited your case with care and consideration. We attempted to contact you by phone on June 18, 2025, and left a voicemail.
  
  We appreciate that you called us back on June 19, 2025, giving us the opportunity to confirm your refund request. Our records indicate that your account was fully closed and a refund in the amount of $106.59 was processed. A confirmation of this transaction was sent to your email.
  
  As a note: when an Aura account is canceled, it remains active through the end of the current billing cycle. This ensures that members retain access to all benefits theyve paid for until that period concludes.
  
  Your feedback is incredibly valuable to us. It helps us improve our service and better communicate our policies in the future. If theres anything more we can do, please dont hesitate to reach out to our ************* team who are available 24/7 at **************.

  Customer Answer

  Date: 06/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair 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 more than disappointed. The Aura interface leaves a new user guessing about everything. I enrolled in their Password Manager and at first was encouraged by the way it offered to help me create more secure passwords. However, I wanted to get back into Password Manager, but how to enter it is not at all easy to find. I went onto chat for help, but I knew that wouldn't do it. I called Customer Support and it seemed that I had to be born with the knowledge of how to use the software instead of receiving clear instructions that I could easily understand. I worked for 22 years as a technical writer, and writing clear, understandable instructions for new users was my bread and butter. Maybe that profession is now considered unnecessary because users are supposed to be born knowing everything about modern technology. I am truly crushed. Maybe I'm persona non grata if I cannot get instructions that help me. Maybe I should find another company for antivirus. Aura is the second one; there was one before them that proved to be so incompetent that they all but destroyed my cellphone. I am feeling worse than desperate right now.

  

  Business Response

  Date: 06/11/2025

  We're sorry to hear your experience with Aura didn't meet your expectations. We truly value our members, and providing exceptional service is always our top priority.

  Our records show we were able to reach you and assist with the Password Manager, as well as walk you through its features. Additionally, we successfully reviewed your account details for accuracy.

  Please know that your feedback is important to us. It plays a key role in helping us improve our support processes and deliver better experiences for all our members.

  If you have any additional questions or concerns, our ************* team is available 24/7 at **************.
  

  
  

• Initial Complaint

  Date:06/03/2025

  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.

  After a difficult search on BBB I discovered this company "Aura" listed as they advertised but only after using the "llc" after their name which they do not display and listing "Boston" as location which is also hard to discover! They are hiding and also using at least 5 addresses which all have 1 star complaints. How can they be rated as 1 A? I am afraid to file this co.plaint as I had an almost identical experience with another "cyber security" company "TotalAV" in Feb.2025. I DIDN'T LEARN MY ******* I signed up with Aura in Jan 2025 (I think). I don't remem er how much I paid, maybe over $200. I have had several issues with service that eere resolved but made me suspitious. I only discovered BBB today and why I am filing. My issues with TotalAV were resolved but I am worried about repercussions and the horror show I went through with TotalAV happening again. AURA has all my info! Anyway i **** to cancel my account with ********************** but should I first attempt to edit all my credit and finNcial info before i try to cancel? TotalAV took me on a wild ride after I told them I was cancelling and I can't go through it sgain. I am not happy with all issues I keep having with AURA and now just seeing so many bad reviews/complaints about them and so many addresses and how hard it was to locate them on Bbb, I have conluded they are not a good firm and I made a huge mistake by registering with them. I want to quit but don't know how to do this safely. My info is at risk, especiay my credit cards. What to do? FYI..TotalAv after I told them to cancel, said they noticed I had a bad virus on my computer and talked me into downloadi g "remote pc" and letting them imto my computer. The screen went back and they play arounf for a couple hours. Told me my ********** acct. was being attacked (long believable stupi d story) and hsd me go to bank and withdraw $$$$. Anyway when i refused to hand it over to them, the jig was up. Awful experience with freezing my accounts, etc. Please help.

  

  Business Response

  Date: 06/05/2025

  Thank you for taking the time to share your concerns. We understand your hesitation given your past experience, and we appreciate the opportunity to address your feedback.

  
  Our records indicate that a Support Enablement Coordinator recently contacted you to discuss your concerns. Following that conversation, the resolution was that you chose to maintain your Aura membership through the end of your current term.

  
  We want to reassure you that the safety and privacy of your personal information are our top priorities. If you have any further questions our ************* team is available 24/7 and would be happy to help. You can reach us anytime at **************.
  

  
  

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  In addition they have removed my account from auto renew membership and noyified me that at such time of canceling .e in Nov 2025, I can and will request that they delete my data from their records.
  Regards,
  ****** Collier *******
  ****** Collier *******

• Initial Complaint

  Date:05/27/2025

  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 wanted to try out Aura for a month 2 months ago the following month I decided to keep Aura for another month last month I canceled my subscription with Aura on their app and it confirmed my subscription is canceled and next month I won't be charged on May 25th I was once again charged for this subscription I didn't want.

  

  Business Response

  Date: 05/30/2025

  Were sorry to hear that your experience with Aura did not meet your expectations. We truly value our members, and providing exceptional service is always our top priority.

  Our cancellation policy allows for monthly subscription cancellations at any time via the member portal or ***************** Once canceled, accounts remain active through the end of the current billing cycle, allowing continued access to all features and protections already paid for.

  While our records do not reflect an online cancellation request, we've closed your account immediately. As a courtesy, a refund of $12.00 has been issued to the payment method on file, and should appear within 57 business days, depending on your financial institution.

  If you have any additional questions or concerns, our ************* team is available 24/7 at **************.

• Initial Complaint

  Date:05/23/2025

  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.

  On May 4 2025 my service with AURA was renewed. I decided not to keep the service and cancelled through the app on the day of renewal the app clearly stated my service would be canceled on that day May 4, 2025. I expected the charge to my credit card would be refunded. On May 11 I noticed my account was still active and no refund had been issued so I called their ************ number, the agent was not very clear about the process but assured me my account would be cancelled with in 24 hours and that I should expect a refund of 208 dollars and a credit of 110 (I didn't quite understand it but thought it was fine it would work itself out on the credit card charges). On May 12, I called their ************ number to inquire why my account was still active since I was told it would be inactive after 24 hours. Their customer service ***resentative told she needed to escalate the case to a supervisor. On May 13 I received an email denying my immediate cancelation and refund. After receiving that email I called customer service again and was told my account had been cancelled and I should expect a refund 7-10 business days contrary to the email I had received earlier. I mentioned this to the *** but he assured me my account would be cancelled and I would receive a refund in 7-10 business days. After 8 days of no cancellation or refund I called again and spoke with **** a customer service *** he told me my account would not be cancelled immediately and that I would receive no refund per the email sent on May 13. I tried to explain all the interactions I've had with their agents but to no avail. His resolution was for me to file a ***ute of the charges with my credit card, so I did. I asked him to delete my account immediately and, of course, they did. The lack of clear and honest communication from their agents and their absurd commercial practices and refund policies are abusive in my opinion.

  

  Business Response

  Date: 05/29/2025

  Were sorry to hear that your experience with Aura did not meet your expectations. We truly value our members, and providing exceptional service is always our top priority.
  Our records show that you submitted a cancellation request through the member portal following a renewal charge. Once an account is canceled, it remains active until the end of the billing cycle, ensuring customers can continue to access the full benefits theyve paid for. However, in light of the miscommunication surrounding the cancellation and the multiple calls with our agents, we have issued a full refund in the amount $318.74 to your original form of payment.
  Please know that your feedback is important to us. It plays a key role in helping us improve our support processes and deliver better experiences for all our members.

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****