Kaspersky Lab, Inc.

We will check on request and have a supervisor contact customer.

we had emailed the customer that the refund was being processed for her.  We...

have received your information and your refund request has been reviewed and approved by management. The standard processing time is 10 - 12 weeks ( usually sooner ) for the check to be mailed from our Accounts Payable Department.I have put in a request to expedite the refund.Thank you for your patience.

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
[Kaspersky still has no clue what they are talking about. I do NOT have a support case open with them. After they failed to address the problems that their software caused with my computer system at the beginning of this year, I uninstalled their software from my computer, and informed them of that fact. If they failed to close the support case after I told them I had uninstalled their software, and was no longer a client of theirs, it's not my problem that their support staff is incompetent. And if they claim that I re-opened the case when I responded to the unexpected email from them last month, they are also delusional, as I only responded to tell them that I no longer used their software, and did not want them to contact me again.]
Regards,
[redacted]

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the...

business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We will have a manager check the status with accounts payable

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We will have a supervisor review the case and contact the customer

we will have a supervisor contact the customer .

Revdex.com:
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 # [redacted].  
I have received an email from Mr....

[redacted], service manager, who informed me that I would not be receiving a refund because he claims I was not charged for my order.  In response, I sent an email explaining that I have confirmed with 2 bank representatives that a credit card charge was authorized in the amount of $64.99 to [redacted] on 12/30/2016.  In addition, four (4) documents were submitted as proof and evidence showing the charge. I sent a copy of my order confirmation, an email that I received from my bank authorizing the charge, and a copy of my bank statement. This is the second time documents were submitted to the company.  I also requested (for a third time) for a full refund.  I will wait for a response from Kaspersky before taking any further legal action.
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
While the apology is a step in the right direction, the reply itself does not resolve anything of my complaint.
Regards,
[redacted]

We have contacted [redacted] and Consumer product services to take customer off any lists.  Although he has a case open, we will only email him through here.

I accept the business refund.
Regards,
[redacted]

Revdex.com: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 #[redacted]. I...

understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards, [redacted]

We do understand about your issue with phone support, and do want to offer you support through our other channels (chat and web).  Unfortunately, we can no longer provide you with support outside our normal channels through corporate email. Please contact support through one of the methods at this link and we will be more than happy to assist: http://support.kaspersky.com/us/b2c

Revdex.com:
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 # [redacted]. Please see my email response to the...

company below:--------------------------------------Hello [redacted], Thanks for the prompt reply. I've talked to your bill processing company, [redacted]. Apparently, I was charged for auto renewal plan that I did not authorize. The representative of [redacted] on the phone kindly walked me through the buying process and showed me the auto renewal plan was on by default with every purchase. First, I did not want nor authorize the auto renewal plan. Second, why did the system renew my license even after I have bought a new subscription three months prior? Third, I have two computers. Why the my other computer still shows my license is expired after I paid for the auto renewal? There seems to be many, many complaints about your order processing. [redacted] it. Many people complain about unauthorized charges by your company on their card or [redacted] account. You need to redesign your online buying process and remove the auto renewal as default. Please see the attached picture. The "Auto-Renewal Plan: ON" should NOT be in part of the product description. It should be moved to the bottom like your additional services and the customer are given a fair chance to consciously decide whether they want to add it to their purchase or not. The renewal plan will cost the customers money so it's the merchant's responsibility to specify what they are paying or signing up for. I understand that you might not have the authority or power to make any changes on the buying process but this is definitely something you want to reflect to your supervisor and the management team.I've used Kaspersky for many years and love your products. I think it's a shame that loyal customers like me stop buying from you because they weren't notified they were signed up for the auto renewal plan or because of the faulty designed buying process. Thank you for your attention to the matter, I wish to see and be notified about the change soon. [redacted]On Thu, Jan 21, 2016 at 8:11 AM, Kaspersky Lab Support <[email protected]> wrote:Hello [redacted],Thank you for your recent feedback to Revdex.com. Complaint # [redacted]I was able to find your order and charge for $119.99, but I could not find another order with a charge of$89.99. Our order processing company [redacted] would have to change any credit card information, please try contacting them again and request to speak with a supervisor. If you still have trouble getting to them, please reply back to this email . They may be able to locate the other order with the billing of $89.99 you mentioned. To receive assistance with this request please contact our order processing company at [redacted] or via email at [redacted]For security reasons technical support is granted limited access to the sales ordering system and we are unable to process this request. If you can send a credit card statement attached to the email showing the overcharge, that would also help us.Kindly reply to this message if you need further assistance.If your issue has been resolved, please let us know. If you do not reply we will automatically resolve your request in 7 day(s).Best regards,[redacted] | Technical Support | Kaspersky Lab AmericasConfidentiality NoticeThis email message, and any attachments hereto, are for the sole use of the intended recipients, and may contain confidential and proprietary information. Any unauthorized use, disclosure or distribution of this email message or its attachments is prohibited. If you are not the intended recipient, please notify the sender by reply email and permanently delete this message and its attachments.

It was not my purchase, but your illegal and unpermitted transaction on my bank account in 2014!!!!
Regards,
[redacted]

We will have a supervisor contact the customer to resolve the issue.

The rebate  check has been reissued and is processing.

Kaspersky does not use [redacted] as a billing option with our Premium Services, nor do we have any account managers named  [redacted]   We still believe a 3 rd party site had been contacted  and recommend that they dispute the charge with [redacted].

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
This is about my Complaint # [redacted] against Kaspersky Lab, Inc. On 7/24/2015 2:14:47 pm you posted a message from Kaspersky to that complaint, and then closed my complaint. Part of Kaspersky's response was: "All cases with the customer are closed." I received an email from Kaspersky (from email address: [redacted]) dated Thu, 30 Jul 2015 01:28:00 saying in part: "We have closed your request as we have not heard back from you." So obviously they lied to both me and to the Revdex.com when they claimed on 7/24 that all cases are closed, but then contacted 6 days later to say that they were going to close a case because I hadn't responded to the case. Make sure that this time you do NOT close my complaint because Kaspersky tells you they have done something, when they have clearly NOT done what they told you. No further contact, means no follow up email or calls or ANY type of contact for any reason AT ALL. Regards,
[redacted]