No Active Subscription But Kaspersky (Digital River) Keeps Billing Me Every Year Through PayPal!!!!!!!!!!!!!

[BSK]

I am so frustrated that Kaspersky has no real customer service! I am reduced to asking my fellow consumers for help about how to stop Kaspersky from fraudulently charging me a yearly subscription for a subscription that is not even active anymore. The year 2020 is when I cancelled my subscription and so for the last 3 years they have been fraudulently charging me!!! Now I try to tell PayPal to stop paying them because it is a fraudulent charge and now I have to provide proof that I canceled and exactly when it was cancelled. I went to my Kaspersky profile and found nothing but a free subscription begging me to upgrade and some VPN asking me for an upgrade. There was no past anything about my last license or anything in the past!!!! How am i supposed to find something that isn't even there!!!!!! Proof!!! I'll show you proof! Proof I can cancel my PayPal account close my bank account and close my credit card linked to PayPal and report you to the better business bureau!!!  What do you think about that for proof! You will not hold be financially hostage!! I digress.....

    Hopefully going this route will resolve this problem and I can finally be free of Kaspersky charging my Paypal account $86.39 every year.  There is obviously an error in their subscription database that is toggling Digital River to charge me yearly. It makes me wonder if there is a hidden subscription linked to my PayPal account that I can't see looking it up under my email address. I would really be nice if this company would have a representative to help me with my issue but I am realizing all the representatives are existing customers. 

 

Thank you

 

[Berny]

@BSK Welcome.
 

This community cannot resolve your problem , please contact Kaspersky Technical Support
→ https://support.kaspersky.com/b2c/

Is the status from the automatic payment on PayPal set on "Inactive" 🤔

 

 

[homer]

@BSK did you resolve this? I feel completely duped since I just realized digital river has been charging me for 2 TWO!! subscriptions but same as you described, I apparently only have 1 free subscription. I'm getting documents ready for paypal now. 

[Berny]

@homer Welcome.

Please contact Kaspersky Technical Support :
https://support.kaspersky.com/b2c/

[HEISHINGDRELO-632]

The Same is here.  There is no real person to take out my subscription, and keep charging me!

[Guilhermesene4096]

@HEISHINGDRELO-632Welcome

As @Bernysaid, contact technical support → Technical Support

Only they can help in these cases.

Edited February 6 by Guilhermesene4096

[DuffNCustard]

I have been going around in ever decreasing circles trying to cancel my subscirption,  I've logged into My Kaspersky and can see my licence details and renewal date but VPN subscription is not there.  I've emailed Digital River (In in the UK) and got an automated reply directing me to ........... yup the beginning of the circle.  I stongly suspect that this contravenes my consumer rights.  I have now filled in 2 email forms having googled Contact Digital River providing all my order details (Thank you Paypal!) I have also cancelled auto-renew approval in Paypal.  Should DRI attempt to invoice me again I will provide all this as evidence to my credit card provider as proof that I have done all that I can to cancel my subscription should they try.  If they do try to take a payment I'll report them to the authorities but now I'm off to contact via social media as many people as I can to detail my experience and to advise them Caveat emptor.  I am disgusted

[Flood and Flood's wife]

29 minutes ago, DuffNCustard said:

• I have been going around in ever decreasing circles trying to cancel my subscription, 
• I've logged into My Kaspersky and can see my licence details and renewal date but VPN subscription is not there.  I've emailed Digital River (In in the UK) and got an automated reply directing me to ........... yup the beginning of the circle. 
• I strongly suspect that this contravenes my consumer rights. 
• I have now filled in 2 email forms having googled Contact Digital River providing all my order details (Thank you Paypal!)
• I have also cancelled auto-renew approval in Paypal. 
• Should DRI attempt to invoice me again I will provide all this as evidence to my credit card provider as proof that I have done all that I can to cancel my subscription should they try. 
• If they do try to take a payment I'll report them to the authorities but now I'm off to contact via social media as many people as I can to detail my experience and to advise them Caveat emptor. 
• I am disgusted

Hello @DuffNCustard, 

Welcome!

Don't waste time with Digital River - log a request with Kaspersky Customer Service  - https://support.kaspersky.com/b2c#contacts  - 
on the support page, select either Chat or Email, then fill in the template as shown - fill in *your Kaspersky software*; please include a *detailed history*.

Resource: What to do if you couldn't cancel auto-renewal of your license

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

Edited August 22 by Flood and Flood's wife
added resource

[KarDip]

On 8/22/2024 at 6:41 PM, DuffNCustard said:

I have been going around in ever decreasing circles trying to cancel my subscirption,  I've logged into My Kaspersky and can see my licence details and renewal date but VPN subscription is not there.  I've emailed Digital River (In in the UK) and got an automated reply directing me to ........... yup the beginning of the circle.  I stongly suspect that this contravenes my consumer rights.  I have now filled in 2 email forms having googled Contact Digital River providing all my order details (Thank you Paypal!) I have also cancelled auto-renew approval in Paypal.  Should DRI attempt to invoice me again I will provide all this as evidence to my credit card provider as proof that I have done all that I can to cancel my subscription should they try.  If they do try to take a payment I'll report them to the authorities but now I'm off to contact via social media as many people as I can to detail my experience and to advise them Caveat emptor.  I am disgusted

Hi @DuffNCustard and above posts.

I see you have done a lot work to resolve Payment issue with Digital River Uk.

Here is some extra information that you may have done already if not give it a try it may work solve the issue forever.

Okay lets go to escalate your issue effectively, here are some powerful contact details and steps you can take:

1. Digital River UK Contact Details

• Phone Number: Call Digital River’s UK support line. The general customer service number is often difficult to find, but it’s worth trying different numbers listed on their website or reaching out to a global support line.
• Email: Look for a direct email contact. While Digital River often uses a generic support email (e.g., *****@*****.tld), you can try reaching out to *****@*****.tld (Executive Support) for escalated issues.
• Postal Address: You can send a formal written complaint to their UK office. Here’s a general address you might use:
• Copy code below.

  Digital River UK Ltd. c/o Regus, Fairbourne Drive, Atterbury, Milton Keynes, Buckinghamshire MK10 9RG, United Kingdom

2. Kaspersky UK Contact Details

• Phone Support: Kaspersky’s UK phone support can be reached at +44 (0) 203 356 4983. Request to speak to a supervisor or escalate your issue.
• Email Support: Contact Kaspersky directly at *****@*****.tld or use any escalation emails provided during your subscription management process.

3. CEO and Executive Contacts

• Digital River Executive Team: You can sometimes find the email addresses of key executives through LinkedIn or corporate directories. Send a concise, polite email explaining your issue and requesting urgent assistance. For example, try contacting the CEO or customer service head. You can start with the general format *****@*****.tld.
• Kaspersky Executive Contact: Similarly, you can reach out to Kaspersky’s higher management through LinkedIn or by using a similar email format.

4. Better Business Bureau (BBB) & Other Review Platforms

• BBB: File a complaint on the Better Business Bureau website (www.bbb.org) if you’re dealing with an international entity. Digital River has been responsive to BBB complaints in the past.
• Trustpilot: Leave a detailed review on Trustpilot (www.trustpilot.com) and other consumer review platforms. Companies often respond quickly to public complaints.

5. Media and Consumer Rights Shows

• Consumer Rights Programs: Reach out to UK consumer rights programs like "Watchdog" on BBC or "Rip-Off Britain." Media coverage can pressure companies into resolving issues swiftly.
• Social Media Campaign: Use Twitter and tag both Digital River and Kaspersky, detailing your experience. Social media campaigns can attract attention from the company’s PR teams.

6. Legal Routes

• Letter Before Action: Send a formal “Letter Before Action” to both Digital River and Kaspersky, stating your intent to pursue legal action if the issue is not resolved. This often prompts companies to take immediate action.
• Ombudsman: If you’ve exhausted all avenues, contact the Financial Ombudsman Service (www.financial-ombudsman.org.uk) to escalate your complaint.

Using these more direct and higher-level contacts should help you get a faster resolution to your issue.

Thank you