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Business Profile

Computer Hardware

Kaspersky Lab, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 10 complaints 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Renewed licence for Kaspersky Total Security on 9th April 2023 paying Rs.644.70 with Transfer details as Transfer INB NEXWAY 17146081844IGAPKLTDG1 Transfer to 45, but the licence has not been activated. i am getting caution message that my licence has expired. Please take necessary action to activate the licence.Thanks and regards ********* R Mob:********** email ID: ***********************

  • Initial Complaint

    Date:04/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 illegally charged my Amazon Prime account for a subscription that I didnt want or could even use. Since the computer with their previous service was broken beyond repair and could not even be turned on. I chose not to renew my subscription several months ago. I never asked for a key nor was I issued a key to be able to begin the renewal process. I dont want to have to contact them to get this resolved. I will expect this charge and any interest to be refunded against my account.

  • Initial Complaint

    Date:03/25/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    ****** pesos was paid to Kaspersky--26-01-23--for 1 year of internet security protection. Despite said protection, recently my system (laptop) has been inundated with unsolicited messages from McAfee Anti-Virus indicating that my computer is in danger of being infected by various viruses like Trojan Zeus 2022 and malware generally. Once said messages are received I am prompted to click on a button to remove viruses which just leads to more McAfee messages.This situation has recently been reported to Kaspersky Lab which acknowledges the problem but ignores any questions or comments made to them. NOTE: KASPERSKY CASE NO. : INC000015149240.I have also contacted Kaspersky Customer Support via e mail and tel. *************) but failed to receive a response. Same problem with message sent to info@kaspersky. NB: Case no. provided to "both" these contacts.Needless to say, I am totally disillusioned with this company which seems, according to my complaint and others registered with BBB, more interested in the acquisition of profits than customer service.Furthermore, please note that I DO NOT WISH TO BE AUTOMATICALLY RENEWED WHEN MY CURRENT SUBSCRIPTION COMES DUE NEXT JANUARY (26-01-24). Thanks kindly for your investigation of this issue and hopefully its resolution.*********************************

    Customer Answer

    Date: 04/05/2023

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

    Business Response

    Date: 04/07/2023

    Hi!

    We reviewed incident #INC000015149240 and we have been in contact with the customer on several occasions requesting more information about what he is seeing and for reports. This is required to understand the issue and propose a solution. Unfortunately, we have not received this data from the customer and we cannot continue troubleshooting without verification. We suspect that the customer has a version of Mcafee installed and may have to reach out to their support team for assistance with removal of that particular software.

    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.

     

    Customer Answer

    Date: 04/11/2023

    [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. 

    While I do accept this complaint as closed and thank BBB for its role in provoking a response from Kaspersky, I feel obligated to add a few words about Kasperskys responses and my experience generally with this company.

    Kaspersky from its point of view did offer a "solution" to the problem but one that involved a complicated technical solution using ANOTHER company and no personal technical guidance offered. In addition, the company (K.) ignored several e mails sent to them --or parts of messages they chose not to address. In the event K. seeks to challenge the foregoing, I have made a point of saving same.  

    After this experience and the constant train of complaints against K., not only in  BBB but several other consumer complaint agencies, I would never recommend this company to anyone; just the contrary.

    Thanks again BBB for your intervention in this complaint.

    By the way, I have cancelled my K. subscription and supposedly will receive a refund. Furthermore I do NOT have any McAfee products as K. alleges.


    Regards,

    *********************************

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 two invoices for a so-called auto renewal on a Kaspersky Labs product that went through my PayPal account. This happened last year, as well, and I contacted them and their "reseller" Digital River to cancel my subscription and not bill me, but here we are again. I cannot get in contact with anyone because the charge went through my PayPal account and I do not have an account with this business, so I don't have a username and password. And I've been unable to reach anyone - every time I try to go through their website, it just routes me back to a previous page. I'm beginning to think this business is a scam. I want them to refund this and cancel my account and remove me from any mailings, etc. Thank you.

    Customer Answer

    Date: 01/16/2023

    I have not heard from the business in response to my complaint. And the complaint has not been resolved, and I still have not found another way to contact this company.

    Business Response

    Date: 02/08/2023

    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 **************************************.

    Our team will be able to make sure your autorenewal is turned off and refund the latest charge if you are no longer using the software.

    Customer Answer

    Date: 02/10/2023

    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. 

    I just called the number that was provided and was told that I cannot be refunded the amount wrongly charged because it is over 30 days. The reason it is over 30 days is because I could never get in contact with anyone, and even when I submitted this complaint, it took them over a month to respond to me. So the "over 30 days" is their fault, not mine. My account should have been canceled last year.

    The guy who answered the phone just kept saying there is nothing that can be done and no one can help me. What is going on at this company? I'm now curious how many other people have gone through. The case number I was provided on the phone call is ********.  

    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,

    ******

     

     

    Business Response

    Date: 02/13/2023

    Hello!

    I will have a supervisor investigate and process a refund for the customer before the end of this week. Apologies for the lack of support from the agent you spoke with, they should have escalated your request - especially considering the situation.

     

  • Initial Complaint

    Date:01/04/2023

    Type:Billing Issues
    Status:
    Answered
    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 December 16, 2022 Kaspersky Labs charged my *********** credit card in the amount of $126.64. This charge was made without my knowledge, consent, or authorization. My *********** customer representative told me they cannot stop this unauthorized charge. I would like the money Kaspersky took from me to be refunded to my account and I would like to stop them from stealing from me again. Thank you.

    Customer Answer

    Date: 01/16/2023

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

    Business Response

    Date: 02/08/2023

    Hi!

    Very sorry for the delayed response from our side! I am sorry to hear about the charge made to your card, but we can fix that for you. Could you please call us at **************?  Our team is available 24 hours a day, seven days a week to assist you.

    Once you get in touch with our team, they can refund and make sure automatic billing is disabled.

  • Initial Complaint

    Date:11/07/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a premium package. Never received a receipt or download link for product. Contacted support and was told I "may or may not" receive an email. If I didn't, then the order would be canceled within 14 days. So, to recap - I paid for a product, didn't receive it, and then was told I might or might not and if I don't then that's just too bad. This company IS FRAUD. DO NOT PURCHASE FROM THEM. I will be reporting to my school as well as Unidays who recommended them.

    Customer Answer

    Date: 11/18/2022

    [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:10/29/2022

    Type:Delivery Issues
    Status:
    Answered
    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 cancelled this service multiple times. The last time again was on 9/28/2022. Original order number was ***********. I received a reference number for the cancellation of order which is 14542484.Kaspersky continues to send me auto-renewal notices that they will charge my card for this service. ****** published phone number for customer service no longer in service.

    Business Response

    Date: 12/05/2022

    Hi!

     

    Very sorry for the late response - I missed your original request from the BBB.


    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. This team can validate that your subscription is turned off and wont be charged. 

    Note: the product will alert you if your current license is expiring and automatically notify you. This happens independent of any renewal messages you would receive via email.


    Or, you can submit a request to us online at https://my.kaspersky.com/.

  • Initial Complaint

    Date:10/17/2022

    Type:Product Issues
    Status:
    Resolved
    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 is charging me a "renewal" of $113. I no longer use them. I no longer use the computer which came with Kaspersky. I have been able to cancel the subscription, but have been unable to obtain a refund. The Kaspersky website makes it impossible - just takes you round and round, asking you to fill out forms that do not appear. There is no customer phone number. Texting "customer service" is futile - sends you round & round again and vague about what to do. ************ is the "order" number.

    Business Response

    Date: 10/19/2022

    Hi!


    For sales related issues, like managing auto-renewal. requesting a refund 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 https://my.kaspersky.com/.

    Customer Answer

    Date: 10/19/2022

    [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. 

    I called Kaspersky & they agreed to give me a refund. 


    Regards,

    *****************************

  • Initial Complaint

    Date:09/26/2022

    Type:Billing Issues
    Status:
    Resolved
    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 cancelled my subscription to Kaspersky's anti virus software and they said that any cancelled subscriptions will be discontinued at the end of the subscription period. I tried to delete my payment information but they made it so difficult, I just deleted my account. Since my subscription was cancelled, I assumed that they would do what they said they would do, which was to end my subscription but they charged me $99.99 for another year. They had to create an account and a password to charge me because I couldn't delete my payment information. I would like Kaspersky to issue a refund to me and delete all of my information from their database immediately.

    Customer Answer

    Date: 10/08/2022

    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,

    ***************************

Kaspersky Lab, Inc. is NOT a BBB Accredited Business.

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