Complaints

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

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kaspersky charged me (on **** of America credit card 11/17-18/23) for a computer security product that I could not use or stop them for charging me. The customer service phone number listed on the email from Kaspersky as ************** didn't work (not a working number). The computer associated with the charge has not worked for several years because it has ********* XP operating system. It stopped working around 2014. Not sure how many charges have been made to my account, but I think I should receive all my money back. They may have been charging since 2014.I requested **** of America to not let the charge go through on my account around 11/1/23, but they said I requested too early before the charge was made. I did speak with BOA on11/26, and they put in to have the charges taken off my account. I am just trying to make sure it does not happen again.********************* ************

  Business Response

  Date: 11/28/2023

  Hi!

  We are terribly sorry to hear that you have been billed when not needed and that the number you called did not work. I checked the number and it looks like it was an older number that we used to use a few years ago, but have since changed.

  Please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you. They will be able to confirm that automatic renewal is turned off.

• Initial Complaint

  Date:09/21/2023

  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.

  Cancelled "SECURITY" subscription TO KASPERSKY Feb., 2023 due to failure of company to protect from ongoing ads by ****** and various malware. Company despite my complaints e.g. INCOOOO15149240 (Kaspersky Lab Support).NOW, I cannot open my computer without receiving prompts to input a non-existent Kaspersky password plus other password prompts which I find impossible to delete.In the past several months I have tried to contact Kaspersky 3 times about this problem--K. customer service, K. Lab Support, ********************************* etc.-- but receive only messages like the following: delivery incomplete, message not delivered, problem delivering your message to onlinekaspersky.com, recipient address rejected, "...we could not find a record for an incident open for you." Hence, not ONE email address I had for Kaspersky generated a response.So, having cancelled my subscription with this company months ago I want nothing more to do with it, and consider the constant Kaspersky password prompts, etc. an invasion of my privacy, especially when my complaints are continually ignored.

  Business Response

  Date: 09/28/2023

  Hi! 

  We are very sorry to hear about this! I do not believe those email addresses you used to contact our team are for product support (they look like addresses used for automated emails), but we are here to help.  For support related issues, please call us at ************.  Our team is available 24 hours a day, seven days a week to assist you with the error messages and confirm your refund - if necessary. 

   

  
  

  Customer Answer

  Date: 09/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Please note that there are far too many problems associated with your "removal" process" including technicians that are too impatient, most recently an Honest ****** and a shift supervisor by the name of "******" who refused to provide his last name and who nonchalantly suggested I simply contact "info" Kaspersky.
  
  Note that initially "******" insisted I tolerate a poor connection on his cel phone which prevented me from hearing what he was saying, and stringently refused to return my call in order that we might solve the connection problem.
  
  The aforementioned and my experiences generally with Kaspersky simply underscore the fact that this company is unreliable, not customer oriented despite its futile attempts to be so, and has left me and, no doubt, a great many of its former customers with company installed propaganda which appears impossible to remove from our computers.
  
  KLS seems to think that their customers are all as computer savvy as they are despite the reality it chooses to ignore.
  
  Thank you.
  
  ********************************* 

  Business Response

  Date: 10/09/2023

  Hello!

  Very sorry to hear about this interaction! Can you please verify the phone number you called and any incident number you received so we can investigate?

  In regards to managing your autorenewal, or requesting a refund, those processes are defined and any agent should be able to assist. We also have self help options like this one: ***********************************************************

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* charged my credit card which i reported as fraud to *********** This transaction was originally declined by ***** and then later processed. After processing I reported as fraud to the bank. ********* has charged my credit card w/o permission after selling an unreasonable subsciption which I do not consent to. Requesting a full refund for ********* to my chase card.

  Business Response

  Date: 08/16/2023

  Hi!

  
  For sales related issues, like managing auto-renewal, checking the status of an order placed through the Kaspersky website, or cancelling a recently placed order, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you.
  

  Or, you can submit a request to us online at **************************************.

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I PURCHASED PRODUCT 3 TIMES. DID NOT GET RESOLUTION ON DEFECTIVE BETA VERSION. CAUSED FLASHING AND OTHER PROBLEMS ON MY COMPUTER, TECHNICAL SUPPORT WORKED WITH ME FROM WINDOWS, THEY FOUND IT TO BE THEIR SOFTWARE. MY FORMER PROTECTION WAS DELETED AND IS STILL ACTIVE. TECHNICAL SUPPORT WAS IN EPT. I WAS NOT ISSUED A LICENS KEY.

  Business Response

  Date: 07/22/2023

  Hi!

  
  For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you.
  

  Or, you can submit a request to us online at **************************************.

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Details happen on **** 2023 my account was charged $85.99 My bank account checking account etc I never authorize an automatic renewal as a state nor did I ever give him my banking information so I'm not sure how they were able to charge this Yes I do have the internet software that I get renewal their third party manually I never auto renew anything so I want them to explain to me how they got my banking information and how they came to think I did all over renewal that had to come through somewhere on dates and times and I want a full investigation done cuz this is fraud so I'm a desired resolution is also a fraud investigation to figure out how this happened and give me an answer cuz I didn't do any of this to me it's criminal

  Business Response

  Date: 07/11/2023

  Hi!

  In order to investigate this, could you please contact our sales team at **************.  Our team is available 24 hours a day, seven days a week to assist you.
  Or, you can submit a request to us online at **************************************.

• Initial Complaint

  Date:06/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My subscription to Kaspersky internet security for Android will auto renew in July. I am attempting to cancel the auto renewal, but there is no option to do that. There is no way to cancel on the Kaspersky app or website. I was given instructions on how to cancel through Nexway, which was where I made the initial order, but after I created an account with them and clicked on the subscription, there was no option to disable or cancel the auto renewal. My last resort would be to dispute the charge as fraud with my bank if I can't get the auto renewal cancelled. Kaspersky is deliberately making it impossible for customers to cancel their service. A legitimate company would not behave like this.

  Business Response

  Date: 06/26/2023

  Hi!

  We are very sorry for the inconvenience! 

  For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you. 

  Our team will be able to look up and cancel the renewal event for you at the number above. Hope this helps!
  

  Customer Answer

  Date: 06/26/2023

  [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:05/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was promised a refund and they did not give me my refund. This company has done nothing but lie Im 100% disabled, veteran and fire fighter after four surgeries I tried to install my product. It would not install both my front and I called it would not install they wanted me to re-pay the entire amount. I refused to do so I went with another company after I paid for another company they offered to go online and install it. Im not paying again when I have a different company now they promised the Better Business Bureau they were returning my money, but it was a lie. I havent received anything. I hate when companies lie to me they should be arrested.

  Customer Answer

  Date: 06/06/2023

  I have not heard from the business in response to my complaint.They previously promised me a refund.They are criminals and belong in jail.This is unacceptable.I am out of resources .This is so wrong.I appreciate the BBB trying to assist me.

• Initial Complaint

  Date:05/22/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October, 2022, I paid for Kaspersky Internet Security 12 months 3 PCs. It was delivered to the wrong address.Contacted Newegg, they said it was supposed to be shipped direct and they suggested a refund. I took refund thinking ****** knew what was happening. Package arrived a few weeks later. I asked ****** about it and they said Amiventures.net would contact me. Never used code. I was contacted for repayment. I made said repayment on April 20,2023. Two weeks later tried using said key and it is reported by kaspersky as fraudulent.

  Customer Answer

  Date: 06/05/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:04/23/2023

  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.

  Kaspersky Technical Support - ID *************** I had for surgeries in five months this company auto renewed my buyers protection without even give me any advance notice due to the fact of 100% disabled veteran how to have multiple tumors, removed, etc. I have not been using my computer with my best friend, and I went to activate the computers , virus protection it would not update she and I both called as I gave them permission to speak with her as Im hard of hearing and shes a computer specialist. They advised her I would have to pay all this other additional money to make it work. It would not activate my virus protection. Therefore, I purchased it from a different company after wasting hours, trying to get the system to work. I was not paying additional money after going back and forth with the company. They finally canceled my auto renew however, they failed to return my money. I would think that this is a criminal offense Im considering going to my bank of the national media and file criminal charges with the *** for fraud stealing my money, lying to me taking advantage of a disabled veteran veteran and an elderly person. I am demanding a refund immediately. They are refusing issue saying they go on my computer to activate. We spoke to them for hours and they said I had to pay more money. They have a very bad rating on the side that shows that they have poor business practices Im also considering contact Amazon CEO and suggested they no longer sell their products. I want money returned immediately or I will call the police police.

  Customer Answer

  Date: 05/03/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 05/17/2023

  Hi,

  I have our team investigating the customers interaction with our team and apologize for any issues observed trying to receive help. We will process a refund for the most recent purchase and the credit will be applied in **** business days.

   

  Customer Answer

  Date: 05/18/2023

  [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 as long as I receive the refund as promised as have not heard any more from the business except to say we would not be issuing a refund.Thanks
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  unauthorized charge to my checking account for *****.

  Business Response

  Date: 05/17/2023

  Hi!
  For sales related issues, like managing auto-renewal or checking the status of an order placed through the Kaspersky website, please call us at **************.  Our team is available 24 hours a day, seven days a week to assist you.

  
  Or, you can submit a request to us online at ********************************************;