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:07/01/2025

  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 would like to ****** all subscriptions to Trend Micro. My accounts say "Active" but doesn't give me a way to cancel subscriptions. I would like to ****** all subscriptions to Trend Micro. Please confirm thru an email that all subscriptions will be canceled immediately and no further charges going forward will be charged to me. Accounts are shown on screenshot uploaded below.

  Business Response

  Date: 07/03/2025

  Hi ***,

   

  We're currently checking customer details and will reach out to the right team to fulfill the request. Standby for updates.

   

  Thanks,

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

  Customer Answer

  Date: 07/03/2025

  Trend Micro responded but addressed me as *** in response to my original complaint.  My name is **** ******** not ***.  Please confirm you are looking up the correct customer information with respect to my account and original complaint.

  thanks,

  ****

  Business Response

  Date: 07/03/2025

  Hi ***,

  I have an update on the case, we coordinated this with the relevant teams and got confirmation from them that the subscription has been canceled as requested by the customer and notification was sent as well to the customer.

   

  Thank you,

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

• Initial Complaint

  Date:04/21/2025

  Type:Customer Service 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.

  They tried to auto-renew subscription while I turned OFF that feature two years ago! And again last year! And the name they bill under has NOTHING to do with Trend Micro. No mention of it at all. So **** declined the charge - then called me with a fraud warning. Since I had NO CLUE at all what this was I said it's not me. **** cancelled card - I'll get replacement in a week. And the kicker - my aleady paid subscription does not even expire for a FULL YEAR - April 2026! Thanks for the aggravation Trend Micro. You're worthless! And I'll be moving to a more reputable company.

  Business Response

  Date: 04/27/2025

  Hi SE,

   

  We'd like to check on your concern further, can you provide your contact details and best time to call so we can arrange a Senior Engineer to work with you on this.

   

  Thank you,

  ******* Limoon

  Team Leader

• Initial Complaint

  Date:04/16/2025

  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.

  Unable to cancel auto renewal of a subscription and unable to get assistance from the company by the various methods available.I received a notice today of an auto renewal for Trend Micro Maximum Security. I immediately opened my account to cancel the auto renewal. The system acted as though my renewal was cancelled it even said "you have stopped automatic renewals, we've enjoyed having you" but once I completed the last step my account continued to show the license in active renewal status. I have tried numerous times and tried to reach out through chat, no agent ever came to assist and it is impossible to reach anyone by phone. I want the auto renewal cancelled. The email provided is the email linked to the account. The serial number is ************************.

  Business Response

  Date: 05/02/2025

  Dear ******,
  
  Greetings!
  
  This is ***, one of the Team Leads from Trend Micro Consumer Support.
  
  We apologize for whatever inconvenience this has caused you but rest assured we would assist you with your concern.
  
  I understand that you encountered difficulties to reach out to our Trend Micro Technical Support team to request for a cancellation on your Trend Micro subscription.
  
  The auto-renewal email that you received is for an upcoming charge for your Trend Micro subscription as the auto-renewal feature is enabled on your existing subscription.
  
  Since you would like to cancel the auto-renewal feature of your subscription, please be informed that I have completely cancelled the auto-renewal feature of your subscription and rest assured that you will not be billed automatically in the future.
  
  Should you have further questions, please let us know so that we can assist you.
  
  Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email so we can immediately get back to you.
  
  *To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please mark this message as "not spam"email.
  
  Thank you and have a great day!
  
  Regards,
  
  Consumer Support Team
  Trendlabs HQ, Trend Micro Incorporated

• Initial Complaint

  Date:02/11/2025

  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.

  I received a yearly renewal notice for an antivirus software, which *** ordered over 10 years from this company on December 29, 2024. I did renew my subscription, paid by debit card received my order information. When I went to download my subscription I received a notification that Trend Micro does not support my Windows 7 any longer. I have called since then and they recommended I upgrade my computer and they will hold my money. After two months *** decided I want a refund. I have been transferred or given other phone numbers that are automated and no live person. I have called over *************************************************************** fact one chat room literally shut my computer down, I had to unplug and restart my computer. Ive been hung up on three times and one agent told me to go to the store and hung up on me. When I have talked to an agent they try to talk me out of a refund and give me a random phone number, one number wasnt even a Trend Micro number.

  Business Response

  Date: 02/12/2025

  Dear *******,
  
  Greetings!
  
  This is ***, one of the Team Leads from Trend Micro Consumer Support.
  
  We apologize for whatever inconvenience this has caused you, but rest assured we would assist you with your concern.
  
  I understand that you encountered difficulties to reach out to our Trend Micro Technical Support team to request for a refund on an auto-renewal charge happened under your account.
  
  The charge was due to the enabled auto-renewal feature on your recent order. The auto-renewal-triggered order normally captures the credit card and billing address used from the manual purchase of the subscription. Rest assured that the auto-renewal feature on all of your orders is terminated completely, and you will not be billed automatically in the future.
  
  For the refund request on the said charge, we are able to process this from our end. Kindly wait for the amount to be credited back to your bank account within 5 to 7 business days.
  
  Here are the refund details:
  
  Refund Number: 8223733320
  Order Number: 148407509600
  Amount Refunded: $59.95
  
  Should you have further questions, please let us know so that we can assist you.
  
  Note: We would appreciate a response from you within 24 to 48 hours from the date you receive this email so we can immediately get back to you.
  
  *To ensure timely response on your cases, please check your "spam" folders too. If this email is tagged as spam, please mark this message as "not spam"email.
  
  Thank you and have a great day!
  
  Regards,
  
  Consumer Support Team
  Trendlabs HQ, Trend Micro Incorporated

• Initial Complaint

  Date:02/11/2025

  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 previously purchased computer antivirus software. I have cancelled online their auto-review service but continue to receive emails that this product will auto-renew and my credit card will be charged. I have attempted to contact their customer help phone line and attempted to file a case for help online with their website to no avail. The emails get returned as not delivered and the customer phone line does not connect to any agents. It refers to the website and hangs up. I intend to report this fraudulent attempt to continue to extract payment despite cancellation with my credit card company as well.

  Business Response

  Date: 02/25/2025

  Hi ******* *******,

  This is ******, one of the leads here at Trend Micro.

  Thank you for reaching out regarding your Automatic Renewal status. We are currently in the process of updating our system and, as a result, are unable to turn off the Automatic Renewal status at this time. However, rest assured that we have logged your request, and your Automatic Renewal status change will be reflected once the migration is completed, which is expected to be in ***********************************start="478" data-end="481">****** May Cabago

  Customer Answer

  Date: 02/26/2025

  I am rejecting this response because:   the auto-renewal for the product is set for the first week of March 2025. Can the company guarantee that my credit card that they have will not be charged even though the system migration that they mentioned doesn't occur until April? I fear this is simply a delay tactic in order for them to charge my credit card for a product that I am unable to cancel due to their system updates. 

  Business Response

  Date: 02/27/2025

  Greetings!

  
  We understand how the timing of our system migration and the upcoming auto-renewal can be worrying, and we appreciate your patience as we work through this process.
  Please rest assured that your subscription will not be charged. We take your concerns very seriously and want to assure you that our commitment is to your satisfaction and peace of mind. If anything unexpected happens, we will be here to assist you promptly and ensure that any issues are resolved to your complete satisfaction.

  
  Thank you for your understanding.

  Best Regards,

  ****** May Cabago

  Customer Answer

  Date: 02/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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 not been able to contact the premium support I have purchased and the software says that it is no longer being supported .. The lack of service and assistance has made the product purchased worthless. I am requesting wither a refund or support .. Please have someone contact me from the companby ro assist

  Business Response

  Date: 01/19/2025

  Dear ******,
  
  We reviewed your concern and created a support ticket (TM-4140104-W7L3S0) for you. I've included the Toll Free Number for our 24/7 Premium Support as well the instructions on how to resolved the "Unsupported Software" error message. Lastly, I also asked for your preferred call back details in case you would like to talk to us about your concerns. 
  
  Thank you for patience and have a great day. 
  
  Regards,
  
  Trend Micro Consumer Support Team

• Initial Complaint

  Date:01/14/2025

  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.

  Charged me for renewal subscription even when I canceled the Auto-Pay almost a month before renewal.(Dec-11-24.) In other words, they charged my Credit Card illegally(Jan-1`1-25.) And then try to contact them is like running a circle in h*** I have disputed their charges with my ******************** I have requested a refund from them. But am unable to remove my Credit Card from their online shenanigans.

  Business Response

  Date: 02/16/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns. I sincerely apologize for the inconvenience and frustration this situation has caused you.
  
  I understand that you were charged for a renewal subscription despite canceling the Auto-Pay.  I can see that you've contacted our Email Support and I can confirm that the refund for the disputed charge has been successfully processed as of January 16, 2025. You should be able to see the refund reflected in your account by now. Please contact your bank to verify the transaction.
  
  Again, I apologize for any inconvenience this has caused and appreciate your patience as we work to rectify the situation.
  
  Best regards,
  
  Trend Micro Consumer Support Team

• Initial Complaint

  Date:11/02/2024

  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.

  Renewed my mobile security bundle with the company on October 2024 and NOT worked properly since renewal. You can never reach the company support team via phone. Emailed company multiple times with no response. Pay way to high price for extremely poor customer service and product

  Business Response

  Date: 11/19/2024

  Dear *****,
  
  I reviewed your account and saw that you have an existing case (TM-3997749-Q6X3D3) with us since October 30, 2024 and emails has been going on back and forth. We apologize for any inconveniences this has caused you.
  
  Please let us know if you still want to continue the troubleshooting steps and I'll have one of our experts call you for further checking. I can also see on that case that you are already requesting for a refund. Kindly inform us what do you really prefer.
  
  Thank you for your cooperation and we are looking forwards to your response.
  
   
  Regards,
  
  Trend Micro Consumer Support

• Initial Complaint

  Date:09/19/2024

  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.

  Back in July I had cancelled the subscription to the Maximum Security Trend Micro 5 device Antivirus because we couldn't afford the product at the time we were going to temporarily use the free trial until we could afford the full version. My mother ****** ***** had used her card and was still charged the $100 to renew and when they finally honored the cancellation they did not refund the money, when they did honor the cancellation they said we had 2 months before the license would officially expire on August 17, 2024. I got notification that it had expired but no previous notices and since we finally had the money to renew my boyfriend and I decided to pay the $40 to reactivate the subscription since $100 had already been paid for the product it was cheaper than having to pay everything all over again however Trend Micro even with proof of the transaction is refusing to honor the reactivation fee we paid and reactivate the product code and pull the license out of expired so we've now paid $140 with no product in return. I followed every step that their help and customer service gave me and it did nothing it still claims the license is expired. I have attached proof of reactivation payment.

  Customer Answer

  Date: 09/19/2024

  I received the product finally it was a problem on their end and everything has been taken care of I don't couldn't find anything to click resolved or to cancel the complaint now that it's been taken care of but again everything has been resolved.

• Initial Complaint

  Date:09/06/2024

  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.

  Trend Micro keeps auto renewing - I have cancelled them , but they keep billing me through my bank account. I have tried to call- it is impossible to talk to anyone. I finally got a hold of someone and they said they were too busy and I can call back in an hour. I called back and was unable to get to talk to anyone. I want a refund and for them to stop auto renewing. I tried to email but they said my password was wrong. They sent me a link to renew my password and it doesn't work. I am very upset because the only way to stop them from taking money from my bank account is to cancel my bank card . I feel like this has to be a scam.