No response on support tickets? How long is the average waiting time?

BitUser1

Hi everyone,

During the early hours of yesterday morning, a large amount of money was deducted from my account, apparently it was Bitdefender's Premium VPN auto renewal service. I am truly disappointed as I received no reminder emails of the planned renewal beforehand. My current premium VPN is also still active until next month, so I have no idea why it is deducted a month early. To make matters even worse, the amount that went off is exactly 4.6 times more than what the service would cost me if I purchased it from a local authorised Bitdefender retailer in my country.

I requested a full refund immediately via the online contact form, it's been 24hours with no response and I am extremely worried that I might not receive my refund (ticket 1011267066) . I am very unhappy, especially since I've supported Bitdefender for nearly a decade. Anyone else that had the same problem? How long did it take Bitdefender to reply and did they issue the full refund within a reasonable time period? If they don't get back to me, I'm going to have to flag the transaction with my bank and most definitely cancel all my Bitdefender products, this is so unfair.

Alexandru_BD

Hello,

The Bitdefender security solutions purchased online from the official website come with an automatic renewal feature that allows you to conveniently retain your protection before the subscription expires, without having to go through all the motions of manually renewing your cyber-security solution. More information about this is available on each product page:

However, you should have received a notification beforehand. Check the spam/junk folders as well, and make sure to check the inbox of the email address you used to make the initial purchase. If you didn't receive the renewal notification at all, kindly inform the Support teams so they can check what happened.

The usual response timeframe for inquiries sent to Bitdefender Support may vary between 24-48h depending on the existing workload, available agents and business hours. Rest assured that they will respond eventually and you will receive a refund, if that's what you wish. The refund policy is 30-days from the purchase date / renewal date, so don't worry about that.

Regards