Business Profile
Cyber Security
VirtualShield LLCThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I signed up with virtual shields for just a few days and then on November 4 I saw in my account that they had taken out ***** from my account I had no idea that it was going to be this much and I cannot afford it at all. Tried contacting them and they said it was a one time fee but I also saw that if you canceled within the trial period you would get a refund. I want my money back. The service was not what I thought it was supposed to be.Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
VirtualShield sold me VPN "software" that doesn't do anything. It won't run. I asked for a refund, but they have not provided it. I have had several communications with their customer support. I have been a software engineer for 30 years. I'm not doing something wrong on my end. VirtualShield does not know how to create VPN software. They take money and do not provide a working product.Initial Complaint
03/15/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was charged twice for $202.26. I disputed the duplicate charge with my bank which was refunded. However, my service was then cancelled. They still have $202.26 of my money. I emailed several times to the company with no response back.Initial Complaint
02/13/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate business
I signed to do Virtual Shield's 30-DAY FREE TRIAL on **January 13, 2023** to see how Virtual Shield compared to my current VPN. It was a dreadful service, with numerous instability issues and functionality deficiencies. I tried the service for 8 days and immediately canceled the service on their web site on **January 21, 2023** - well within their 30-day free trial period. Despite the fact I validly canceled all Virtual Shield service on January 21, 2023, Virtual Shield charged my credit card for $202.26 on February 12, 2023 despite the fact that I canceled the service **WELL WITHIN THEIR 30-day FREE TRIAL!!!** *********** has no customer phone service and contacting them through their website mail tab goes unanswered! I now see online that this is NOT an unusual experience as MANY others have had the same fraudulent experience with Virtual Shield. I have demanded from them a **FULL REFUND of their fraudulent $202.26 charge** to my account and have received no reply. This firm should also face criminal or civil legal action by the appropriate regulatory authorities!Initial Complaint
02/06/2023
- Complaint Type:
- Billing Issues
- Status:
- BBB unable to locate business
They charged me TWICE $479.76 for the same service and my bank refused as suspicious activity. I notified them that they had charged me TWICE. Reply was that their records showed they had only charged me once (as I stared at my bank statement) and suggested I verify with my bank. They then reversed BOTH charges, but charged me a THIRD time, then sent me a cancellation/refund notice. I have THREE charges and TWO reversals, which means they have $479.76 of MY money and I have NO SERVICE. This is the WORST company EVER, with snotty, lying ******************* F- rating.Initial Complaint
11/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have talked with and applied the solutions given my by the VS Rep. The problem.....Though I have VS ON when I boot up, it SELDOM works. It doesn't matter what network or wifi I am attached to, it will always give a me a message that it can't connect. So if I am at Starbucks I can't protect myself. Let's add that there is no customer service number to speak with anyone, it's all by email...except when they collect your money. This is a terrible service...It won't even open now.....So disappointedInitial Complaint
08/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I agreed to try out the free trail for the service Virtual Shield provides, however I was not satisfied with the service and with the prices of everything increasing I decided I needed the money for bills and other things. So days before my free trial ended I tried to cancel, as they said I could cancel at anytime. However my multiple requests went unanswered and they still charged me $167.76. They refuse to give me straight answers and keep forwarding my request to different "departments." I am seeking a full refund from the company and I want to warn others of their scam like practices. I'm suffering financially now because they didn't hold true to their "cancel at anytime" promise.Business response
08/18/2022
Consumer Response /* (2000, 6, 2022/08/17) */ The company has finally cancelled my subscription ND refunded me the 167 dollars. I'm satisfied and we can close this case. Thank you. However I would still like people to know that this is not the best company out there. Thank you.Initial Complaint
05/22/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I originally signed up in July 2018. The VPN worked fine until I moved to Bozeman MT into a house that had fiber-optics with Quantum Fiber. Upload and download speeds were both from over 500 to 900 MPS. When Virtual Shield is activated, the upload speeds were no greater than 21 MPS and typically between 15 and 19 MPS. I contacted support multiple times and did everything they had me do TWICE. It reached the point that there was no resolution that they could provide. I had no choice but to purchase a different VPN. I have paid all the way out to October 2025 and no longer have use of the product due to a problem on their end that cannot be resolved although every solution they recommended failed. I requested a refund due to these unique circumstances in which the failure of the product was not the fault of me or my equipment and all attempts by customer support failed. The request for refund was denied. Their website does say "no refunds," however in this case a refund should be in order due to a product problem that could not be resolved. It's not fair to have to pay years into the future for a product that no longer works on my system. ***********Initial Complaint
05/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I signed up with Virtual Shield and authorized payment in April of 2020. I was never given a notice that the renewal was up and my account would be charged $119.76. The day it came out of my account I contacted the company via virtual chat (they don't have a phone number to talk to anyone) and the customer service rep said someone from the Billing Department would contact me via email. The next day another customer service rep emailed me (after I went back on their website and created a ticket) and said someone from the Billing Department would email me in 48 hours. Nobody from the "Billing Department" has contacted me and you cannot contact them via virtual chat. I did my part in contacting them immediately to cancel and get a refund but they would even respond.Initial Complaint
03/31/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
I purchased VS for my company and am unsatisfied with the service due to a security breach in my network. I have made several attempts to cancel and receive a refund and they send me in circles with no responses. They will not answer their telephone and eventually stopped answer my support requests. I purchases a 12 month subscription at $215.88 on November 3rd. I requested it be cancelled Feb 4 2022. They did not offer to cancel or give me a refund. I would like a refund because this is not a service I utilize since switching to a different VPN company.Business response
05/17/2022
Business Response /* (1000, 5, 2022/04/22) */ Our terms and conditions clearly state that no refunds are given after 60 days. Despite this, the customer was already refunded. This means the customer opened a complaint after a refund was already issued, and has made false claims regarding our services. Consumer Response /* (3000, 7, 2022/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was issued a refund April 8th 2022 for $215.88. I however opened this case weeks before the refund was issued, so your statement is incorrect. I had been attempting to reach customer service since early January to no avail. I consistently reached out to the pages reps, emailed and called over n over with no solution. I was within the 60 day period when I requested a refund. It really shouldn't take a company that long to find a solution or issue a refund.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
14 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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