Kaspersky Lab Customer Service Issues

I recently purchased the Kaspersky ADVANCED SECURITY SUITE, but it did not install successfully. I have not received any response except for an automated email, which I have included below. I have been struggling to get help through 'My Kaspersky' and have not had any luck. As a new customer, I am disappointed with my first purchase experience. Since the product does not install and I have not received any feedback on my issue, I am requesting a refund through the 30-day money-back guarantee. Please refund the £18.00 to my PayPal account promptly as I no longer wish to continue as a customer. Email From Kaspersky: Subject: Kaspersky Lab Technical Support Dear Customer, Thank you for reaching out to Kaspersky Lab Technical Support. Your request regarding the unsuccessful installation of the Kaspersky ADVANCED SECURITY SUITE with error [redacted] has been logged with the ID INC[redacted]71. I have 10 days remaining on my current AVG Internet Security subscription, which I am looking to switch from after 8 years due to price increases. As a new customer, I hope this installation issue can be resolved within the next 9 days; otherwise, I may have to consider returning to AVG or exploring other internet security options.

I noticed a charge on my debit card from Kapersky for a service I no longer require. I did not authorize this payment. I recently received an email notification about the charge. Following my bank's advice, I am reaching out to request a refund for this unauthorized charge. The order number associated with this transaction is [redacted]6. The amount debited from my account was $74.19. The charge appears with the name Susan Parks Dekorte and the last 4 digits of the charged account are [redacted]. Please address this matter promptly, and I appreciate your assistance in resolving this issue.

I recently renewed my K. cover for a year and have the receipt. However, I am unsure if the new program was installed correctly as I am still receiving renewal messages. Can you confirm that everything is in order and that I am covered for the upcoming year? My details are as follows: Name: L. B., Address: 8 Peter Mark Cct, South West Rocks, Email: [redacted], Order No: [redacted]7, Download No: NARAU-SM94D-98G9W-N86H1. I just want to ensure that the software is successfully downloaded on my home computer.

Dear Sir/Madam, I am inquiring about an issue I encountered. In January [redacted], I purchased Kaspersky internet security in Iraq and activated it on my Windows 8 Laptop and Samsung Galaxy Note 4 Android. I am now residing in Germany and found that the Kaspersky on my Android device is deactivated. I would like to know if I can use the activation code I bought in Iraq to activate Kaspersky in Germany, or if this is not permissible due to the different locations. Additionally, am I able to transfer the license from my Kaspersky Lab account to my Android device in Germany, considering the initial purchase in Iraq? For further communication, my Kaspersky account email is [redacted]. Should I forward the activation code to you? I appreciate your prompt response. Thank you, Ahmed

I recently purchased internet security antivirus for Rs. [redacted].30 on 10/02/[redacted] from Kaspersky's website as my license was expiring. The amount was debited on the same day. I was assured free delivery via Flipcart. However, today Flipcart contacted me and requested an additional charge of Rs. [redacted]. I declined to accept the delivery. Kindly address this issue promptly or provide a refund for the amount. Customer: R. G. Nair Address: Ashir Bhavan Lane, Banerji Road, Ernakulam, Pin -[redacted] [redacted]

I am encountering an error message in Kaspersky Mail for Exchange stating, "The user name or password is incorrect." It seems I need to update an administrator password, but I am unsure where to do so. Could you kindly advise me on where to locate and modify this password setting? Thanks.

On July 6, [redacted], I reached out to Marsh J., ID #[redacted] at [redacted] regarding an unauthorized charge on my credit card. He mentioned claim #RR543892. I shared my bank details for reimbursement, but there was a misunderstanding. Though he claimed to deposit $1,[redacted].00, only $16.00 appeared in my account. Now, I'm short $1,[redacted].00 (from Target gift cards) and $[redacted].00 for the unauthorized renewal charge. Marsh J. now insists on depositing $3,[redacted].00, asking me to buy $1,[redacted].00 in gift cards. This seems unorthodox. He says it's the only way to fix the error and return my money. I urgently need this for my mortgage. Please advise me on how to proceed or provide contacts for resolving this issue. Thank you.

On July 6, [redacted], I reached out to Marsh Jones, ID #[redacted] at [redacted] for help with an unauthorized charge on my credit card. He mentioned claim #RR543892. I shared my bank details for a refund. Following his instructions, I bought $1,[redacted].00 in Target gift cards to rectify an alleged $1,[redacted].00 deposit error, but only received $16.00. Now, Marsh Jones wants me to buy $1,[redacted].00 in Best Buy gift cards to fix the situation. This seems unprofessional. He claims it's the only solution to recover my funds. I need this resolved promptly as it affects my mortgage payment. I regret giving him access to my bank info. If not handled by customer service, please guide me to the right contact for assistance. Thank you. My bank account is lacking $1,[redacted].00 due to mistakes by Tech Support, Marsh Jones. Kindly assist in returning these funds.

Subject: Concern Regarding Kaspersky Renewal I am startled by the recent message from Kaspersky about my subscription expiration, as my software indicates I still have 14 days left for renewal and continues to function normally. While I believed I had full protection, your message implies otherwise, leaving me concerned about the status of my security. I highly value the protection Kaspersky provides, and any lapse would greatly impact my system's vulnerability. I request that this issue be escalated to your senior management for thorough review. It is disheartening to hear that my protection may have been inactive since my purchase in May [redacted]. I seek a detailed explanation and resolution from your complaints department to address these discrepancies promptly. Considering the gravity of this situation, I believe Kaspersky should consider compensating me with an extended subscription for multiple devices to rectify this error. I am willing to resolve this matter amicably, but I may involve consumer protection authorities if necessary. Eagerly awaiting your response.

Hello, I purchased your antivirus software (Order #[redacted]64 for Kaspersky Anti-Virus, 2 Years, 1 PC) but encountered issues during installation. Upon trying to install, it prompted me to uninstall my existing protection software (McAfee). I successfully removed McAfee from my computer, but I am still unable to complete the antivirus installation. Each time I attempt to install, it continues to prompt me to restart my computer. I would greatly appreciate your support. Thank you

Hello! I have been a loyal subscriber of Kaspersky for approximately 10 years for my private home computer. I recently renewed my subscription by paying $27.99 through my Visa card on December 29, [redacted]. Although the payment has been deducted from my account, I have yet to receive the Antivirus Protection. Unfortunately, due to being in Mauritius, I am unable to call as the toll-free number only accepts calls from Canada and America. Could you please assist me in restoring my antivirus protection via email? You can reach me at +[redacted]7. Thank you, Alain P.

Dear Support Team, I believe there was a misunderstanding regarding my Master Card expiration date and the automatic renewal of my Kaspersky subscription. The correct expiration date for my card is 08/21, not before the renewal date of February 22nd as mentioned in your email. I kindly request that you proceed with renewing my Kaspersky Internet Security subscription using the provided details below: Subscription Details: - Product name: Kaspersky Internet Security - Original order ID: [redacted]2 - Order date: March 4, [redacted], 1:04:28 AM - Subscription expiry date: March 4, [redacted] - Amount: 59.95USD - Activation code: 19BV6-R4GW8-PET6Q-QM3FH Thank you for your prompt assistance. Best regards, S. Robins

I am currently using Kaspersky Security Centre Version 10.5.[redacted] in my company. However, two computers are unable to connect to the server, even after deleting and reinstalling the Kaspersky endpoint on both the computers and pushing the installation from the server successfully. Despite showing a blue tick on the network agent, the computers remain disconnected. I have tried refreshing, restarting the computers multiple times, disjoining and rejoining the group, but the issue persists. Upon checking the computers, I noticed that the Kaspersky endpoint was not installed. Despite repeated attempts to push the installation from the server, the problem remains unresolved. I then manually installed Kaspersky Endpoint Security 11 on the computers, but they still failed to join the server after restarts. I seek advice on how to resolve this issue. Thank you. Regards, Cheng CL

Hello, I am interested in purchasing a parental control program for my brother in *Iran to monitor his child's internet usage. I am currently in the UK. I have a few questions regarding this process. Can I purchase the program and license from here and have my brother install it on the target devices in Iran without any issues? We specifically need a program that restricts the child from downloading apps from app stores and using any search engine other than the one the parents install, with word restrictions in place. Before making a purchase, could you recommend a program that addresses these concerns? Thank you for your assistance. Best regards, Nina S.

Everything got deleted, and now I'm dealing with a persistent virus on my phone that seems to target anything important. It feels like someone might have deliberately infected my phone to mess with me. This virus gives someone control of my texts and sends strange messages to people using my number. Once, when I was chatting with Verizon about adding more data, this person jumped in and tried to add a new line to my account. It's unsettling and frustrating. I hope to resolve this soon. Thank you, Jennifer Fontaine.

Hi Kaspersky, My old PC's hard drive failed last week, and a friend helped me get a new one. Unfortunately, he informed me that I can't transfer Kaspersky Total Security and Kaspersky VPN to the new PC. Therefore, I need to cancel my subscription for both services. For Kaspersky Total Security, my order was placed on 23rd July [redacted] for a two-year subscription. The order number is [redacted]0 and the activation code is Z9JDZ-EJN9U-B6RXA-AH6GD. The total amount paid for this order was £66.99. The order was placed under the name Ian Scutt at 7 Gurney Road, Carshalton, Surrey, with the email address [redacted] Regarding Kaspersky VPN, the order was made on 13th July [redacted] for a one-year subscription. The order number is 2N42AHG7A2V and the activation code is B6YNP-77RXY-9B78R-AQPQ2, with a total of £32.49. The address and email remain the same. I kindly request the cancellation of both subscriptions and the automatic renewal. Please confirm the cancellation via email at [redacted] Thank you, Ian Scutt

I couldn't respond to Kaspersky's emails about my antivirus renewal due to unforeseen circumstances. To my surprise, I found out that Kaspersky had automatically renewed my subscription in November [redacted] without my permission and charged my personal bank account €[redacted].61. I kindly ask for clarification on why this occurred and guidance on how to proceed with cancelling and receiving a refund promptly.

I have canceled all my subscriptions, discontinued my debit card, and replaced your product with Bitdefender on March 15, [redacted]. I no longer have access to my Kaspersky account. You changed my bank account without authorization when I discontinued my debit card. My subscriptions and licenses were all closed. This has caused my bank account to be overdrawn, affecting my rent and medical payments scheduled for today. I demand a refund for the unauthorized charges and request you not to charge my debit card for anything else. My account has been closed since April 1, [redacted]. I am upset as I am on a limited income and will not receive more money until May 11, [redacted]. I am very stressed because of this situation. - M.S. Robinson

I am currently without a computer for about three months and do not need to renew my subscription now. However, I received an email stating that my license has been renewed, even though it is valid until August 30, [redacted]. I kindly request that the direct debit from my account be corrected, or a refund be issued. Once I have a new computer, I do plan to activate a new subscription. I look forward to your prompt response. Thank you. Regards, JL Subject: Your Kaspersky Protection has been successfully renewed Dear Janet Lynch, Thank you for renewing your Kaspersky Internet Security license. Your product is active with no further action required. Please see the order details below: Subscription Number: [redacted] Renewal date: 30 August [redacted] Product: Kaspersky Internet Security Quantity: 1 Unit price: 89.95 AUD Total price (tax included): 89.95 AUD For subscription updates or payment changes, please log in to your Kaspersky AU&NZ store customer portal. If you used a card for payment, your statement will show Kaspersky Nexway. Thank you for your trust. Best regards, Kaspersky Customer Service Team

1) Upon attempting to register, I am informed that an account already exists with the email provided. 2) Upon logging into my Kaspersky account, a message indicates that my VPN Subscription has been terminated, and I am directed to manage it through the Google Play Store. 3) When I access the Google Play Store to manage my subscription, I encounter these error messages prompting me to confirm my plan in the app by Feb 13 to prevent cancellation. 4) Upon verifying the plan through the Kaspersky app, I receive a notification stating that the subscription has expired and instructing me to manage it via the Google Play Store. 5) Clicking to view my subscription in the app redirects me to the Google Play Store with the same request to confirm my plan. I attempted to resolve the issue by clearing the app's cache and data, force stopping, uninstalling, reinstalling, and logging back in, all to no avail. Subsequently, I sought a refund from Google, yet have not received a response. Despite my payment for an unreceived product, Google denied my refund request citing policy constraints.