Billed for 5 Devices 3 years & Received 5 Devices for 2 Years ( Incorrect renewal process )

[USER V]

I checked my bank account to see a Bill from Kaspersky that shouldn’t have been processed. I purchased my 2 year Plan 2 years ago on March 10, 2019. I was billed by Kaspersky on Feb-18-2021 and I didn’t receive a 30 day notification that I would be charged or that my subscription was coming to a conclusion. 

I was Billed for a 3 year 5 Device Renewal Plan and Only received a 2 year 5 Device Renewal Plan.

To clarify billing, I looked at the renewal price page. The renewal price page says it has “ *Introductory Pricing for New Customers” but anyone doing a renewal wouldn’t be considered a “New Customer”. 

I also looked at my account and there is no record of a purchase nor is my credit card information in the system to turn off auto-renewal. 

I hope this gets resolved because I know where the next step leads. 

[Flood and Flood's wife]

Hello @USER V, 

Welcome! 

Unfortunately, the Kaspersky Community cannot resolve this issue; we have no access to your private information; only Kaspersky Technical Support (& or their business partners), have such access.

As the renewal was billed by Kaspersky, please go to Support:

1. Select your Country
2. Select Product help
3. Select from available options: Email, Online Chat (if it’s available in your region), Phone (if it’s available in your region), or, in your MyKaspersky account, create a request, use our template, image 3, as a guide.
4. IF you have the original Order number, email, that would be most helpful, as well as any information that’s available from the current erroneous transaction:

 

Thank you🙏

Flood🐳 +🐋

Resources:

Where to find information about prices, payment options and order details?

How to request a refund for a Kaspersky application