Complaints

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction Date 12/26/2023.I have used this company for several years and have no big complaints about their service. What I do have a problem with is their scummy business tactics. I have cancelled the auto-subscribe feature in the past on their website. I just finished out a year subscription and was auto charged for another year. I have had their service off and on for at least 3 years and always turn the auto off after a purchase. This was turned back on on their end without my consent. I've asked them for a refund in writing twice now and got a negative response both times. I will never use this company on principal from now on.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I signed up for Torguard service. They stated that if you cancelled the service within 30 days, they would refund the cost. Torguard has refused to do so and have consistently refused to provide a refund. This is fraud, pure and simple.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a subscription to this VPN service known as Torguard on February 7, 2022. The service offers the customer the ability to unblock geo-restricted content from multiple locations, such as **************************, etc. Upon purchase, Torguard provided me with 2 streaming IP addresses to which I could connect to and access streaming services from the United States and United Kingdom. Unfortunately, neither of these IP addresses worked, so I contacted tech support for help. After emailing back and forth with tech support for 2 days and unsuccessfully trying numerous other IPs, I requested a refund for their service on February 8, 2022, as their main page on their website clearly states they offer a 7-day money back guarantee, no questions asked. Torguard denied the refund and told me that they do not refund streaming IPs, despite their main page not mentioning any exceptions for refunds. I proceeded to dispute the charge with my credit card on February 9, 2022, and was issued a temporary refund from my credit card company. Torguard then revoked my login credentials and closed my account. I was under the impression that the matter was settled, but then received a letter from my credit card company stating that Torguard was disputing the chargeback and that the only way for me to continue the claim would be to provide a 3rd party expert letter stating that the product does not work as advertised. Due to Torguard closing my account, I am unable to do this and cannot go forward with the claim. This literally amounts to theft, as Torguard took my money and closed my account. Torguard has also made false statements regarding me to my credit card company without evidence to back up their claims. I have not had any further contact with Torguard since February 9, 2022.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩