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  • Report:  #1206288

Complaint Review: Bitdefender

Bitdefender unauthorization of my funds, for up grade of their programs; & wont remove "fbi virus" off my computer Bucharest Romania

  • Reported By:
    INDIANWILDHORSE — Oran Iowa
  • Submitted:
    Tue, February 03, 2015
  • Updated:
    Tue, February 03, 2015

**********PLEASE EXCUES THE CAPS I AM DYSLEXIC AND**************

**********I READ BETTER IN CAPS & I AM VISUALLY DISABLED SO I USE LARGE PRINT*******

**********THANK YOU FOR YOUR PATIENCE***********

10-1-2014

I HOOKED UP MY DESKTOP TO MY LAPTOP TO USE MY WIFI ABILITIES FOR THE DESKTOP. 4 HOURS LATER I WAS HAVING TROUBLE WITH MY DESKTOP COMPUTER BEING ABNORMALLY SLOW; SO I REBOOTED THE SYSTEM THINKING THAT IT WOULD TAKE CARE OF THE PROBLEM.

WHEN I REBOOTED THE COMPUTER I HAD A "F.B.I. VIRUS" ON THE SCREEN AS SOON AS IT ENISUALIZED. I PULLED THE ETHERNET CORD OFF MY LAPTOP SO THAT MY LAPTOP WOULD NOT BE INFECTED AS WELL... I WENT STRATE TO BITDEFENDERS SYSTEM CHECK AND RAN SYSTEM CHECK 4 TIMES [WHICH TOOK OVER 24 HOURS TO DO.] THANK GOD MY LAPTOP WAS NOT HIT...   WHEN I TRIED TO GET PAST THIS VIRUS IT WOULD NOT ALLOW IT.... 

11-1-2014

I SENT A EMAIL TO BITDEFENDER SUPPORT TECHS TO GET ANSWERS FOR MY DESKTOP...

SENSE THE DATE OF 11-1-2014 I HAVE HAD OVER 60+ EMAILS FROM BITDEFENDER'S TECH SUPPORT GROUP AND HERE ARE SOME OF THE EMAILS I HAVE GOTTEN [BOTH ABOUT MONEY FOR A NEW PROGRAM RENEWAL AND THEY TECH SUPPORT FOR MY DESKTOP:

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I WILL START WITH THE REMOVAL OF FUNDS FROM MY ACCOUNT:

1. NOTICE [MY OLD DEBIT CARD WAS OUT OF DATE AND A NEW ONE HAD BEEN GIVE TO ME BUT I HAD NOT USED IT ON THIS SITE EVER.]

Avangate Support (support@avangate.com) Add to contacts 11/14/14
 
Dear XXXXXXX XXXXXX,

We are contacting you about your order no. #33063755, placed on November 14, 2014, on bitdefender.com website, with payment by Credit/Debit Card. The online payment is processed by Avangate, authorized reseller of Bitdefender to process Credit/Debit Card payments done by its customers/clients on its own website bitdefender.com.

The payment of your order could not be finalized. If you had any difficulties with your credit card payment, please follow the steps below to complete the payment.

To finalize the payment, using the card you have used before or using another card, please access the button "Online card processing", on the following link:
store.bitdefender.com/order/finish.php?id=2Xrl83KakaW0woGmfa%2B%2BZXKBw4LdcbFt 

Please contact us at support@avangate.com for any problems related to the online payment of your order. 

Best regards, 
The Avangate Team

Avangate BV 
avangate.com 
support@avangate.com 

You are receiving this follow-up email as you have not completed your order on bitdefender.com. 
Click here if you do not want to receive reminders on this issue.
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2. I HAD NEVER ORDERED THIS OR SANTIONED THE REMOVER OF FUNDS FROM MY ACCOUNT:
 
Avangate Customer Service (customer@avangate.com)   Add to contacts    11/15/14
 
Your order is complete. Enjoy your Bitdefender products!
Dear XXXXXXX XXXXXX,

Your online order placed on bitdefender.com on November 14, 2014 and processed by Avangate as the authorized vendor of Bitdefender products has been successfully completed (order number: 33063755). Please note that avangate*bitdefender.c will appear on your bank statement, instead of Bitdefender.

Bitdefender Antivirus Plus 2015 - ELECTRONIC DELIVERY DETAILS

Please find below the license registration/activation information for the product you have ordered, Bitdefender Antivirus Plus 2015 (up to 3 PCs , 1 year): 

Name: FRANCES LUNYOU
Email: indianwildhorse@hotmail.com
Activation key : Your license key has been extended (XXXXXXXXXX)

Welcome to Bitdefender! 
We’re excited to have you as our customer! Thank you for your choice.

Your PC will soon be protected by the acknowledged Best Antivirus of 2014. The Bitdefender Photon™ technology will adapt to your PC’s internal structure in the first few hours of use and fill in security gaps. After that, scanning speed will skyrocket, and you will experience extreme efficiency with no slowdowns and you can start enjoying our OneClick Security™ concept: 
• Install and Forget. Bitdefender Autopilot™ automatically takes the best security decisions for you.
• Smart Profiles. Bitdefender automatically detects when you Work, Play or Watch movies, and prevents other apps from slowing you down.
• One-Step Online Payments. Wallet simplifies purchases by securely autocompleting your credit card details.
• Single-Click Tune-Up & Clean-Up. OneClick Optimizer speeds up your system and frees up disk space.

1. How do I install?
First, please download and save the product from the link below: 

download.bitdefender.com/windows/installer/en-us/bitdefender_antivirus.exe 

Now simply run the installation file. This usually takes only a few minutes.
Note! Bitdefender will detect traces of other antivirus software and ask your permission to remove them. After removal, please restart your PC, then restart the installation. 

2. How do I activate?
During installation, you will be asked for your license key. Simply insert the 7-character code provided earlier in this email. To finalize the activation, log in to your free MyBitdefender account, during the Getting Started stage.

3. What is MyBitdefender? 
Your new security dashboard (my.bitdefender.com) is a useful part of your online security. You can access it anytime, anywhere, from any internet-connected device. We strongly encourage you to use it to:
• Protect yourself on Facebook with Safego 
• Remotely manage the security of your devices 
You can also see all your devices and take advantage of promotions customized for you.

If you have any question, you will most likely find your answers here:bitdefender.com/support/antivirus-2015/
You can also contact our support team at bitdefender.com/support/contact-us.html

Rest at ease from now on. Bitdefender is protecting you! 
 
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NOW ON TO THE EMAILS THAT I HAVE FOR THE INEPTNESS OF THE TECH SUPPORT GROUP; I WILL ONLY SHOW A FEW IF ITS NEEDED TO HAVE MORE OF THEM; I CAN EMAIL THEM ALL TO WHO EVER NEEDS MORE PROOF:
 
1. THE VERY FIRST OF MANY EMAILS I GET FROM TECH SUPPORT GROUP:
 
Bitdefender Support Center   11/16/14
Dear Indianwildhorse, 

Thank you for contacting Bitdefender Customer Care.

This is an automated reply to confirm that we have received your request, and that we are working on resolving your issue(s) as promptly as possible. Your assigned ticket number is 2014111609260002.
We advise that you keep this reference number in a safe place for further tracking/follow-up. 

Regards,
Bitdefender Customer Care Team 
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2. I KEEP GIVING THEM AS MUCH AS I CAN FOR WHAT THEY ASK FOR AND ITS NOT EVER ENOUGH: 
 
Bitdefender Support Center   11/16/14
Dear XXXXXXX XXXXXXXX, 

Thank you for contacting Bitdefender. In order to respond to your Customer Care request, ticket no: 2014111609260002, we ask that you please provide us the below data, depending on the situation you encountered:

SITUATION 1: Bitdefender found an infection on your computer and for some reason didn't manage to remove the infected file.
REQUESTED ACTION: Run a System Scan and send us the resulting scan report. 
You can find all the steps on how to do that in our article: bitdefender.com/support/how-to-generate-and-submit-a-scan-log-with-bitdefender-2015-1298.html

SITUATION 2: You believe your computer is infected and the Bitdefender System Scan didn't find the infection
REQUESTED ACTION: Send us the following information in order to assist you:

a) a BDsys log. In order to generate the log, please follow the steps from our article: bitdefender.com/support/total-security/-490.html

b) one or more screenshots displaying the effects of the infection

c) a detailed description of the situation

Should you have any other malware related questions, please reply to this e-mail and describe the situation you are encountering.
If possible, please also send us a screenshot, which will help us better understand the issue. 

Thank you and we look forward to hearing from you.
Bitdefender Customer Care Team 
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3. AGAIN THEY ASK MORE THAN I CAN GIVE FOR INFO:
 
Bitdefender Support Center     11/19/14
Dear Indianwildhorse, 

Please be informed that you have an open Customer Care request, ticket no: 2014111609260002, that requires further information from your side to complete. Since we have not heard back from you in a while, please reply to our last e-mail with the necessary information so that we can resolve your issue(s) in the shortest possible time.

Thank you very much for your patience.

Regards,
Bitdefender Customer Care Team
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4. I GIVE ALL THE INFORMATION I COULD AND THIS IS WHAT I GOT FROM THEM:
 
Bitdefender Support Center    11/21/14
Dear Indianwildhorse, 

Our records indicate that you currently have an open Customer Care request with us, ticket no: 2014111609260002.
As we have not heard from you in 5 days, we are in the process of closing this ticket. Should you still need our assistance or additional information, simply reply to this message and your ticket will promptly be re-opened. 

Thank you,
Bitdefender Customer Care Team 
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THIS IS THE LAST EMAIL I HAVE GOTTEN BUT THERE AT LEAST 60+ EMAILS THAT I HAVE HAD TO CONVERSE WITH THEM OVER THIS UNETHICAL PRATICESES
 
Bitdefender Support Center 1/31/15
Dear XXXXXXX XXXXXXu, 

Please be informed that we are currently working on resolving your Customer Care request, ticket no: 2014111609260002, and will be getting back to you shortly. 
Thank you for your patience.

Regards,
Bitdefender Customer Care Team 
 
 
I AM VERY SURE THIS IS NOT OVER YET AND WILL BE GLAD TO SEND ALL OF THESE EMAILS TO SOMEONE THAT WILL WORK WITH ME ON THIS 
I AM DISABLED & LIVE ON $733.00 A MONTH SO I HAVE NO FUNDS TO FIGHT THEM WITH; OR DO I HAVE FUNDS TO TAKE THIS TO SOMEONE THAT CAN REMOVE THIS """FBI VIRUS"""...

THANK  YOU FOR YOUR TIME:
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