NordVPN

I signed up for a 7 day trial period - cancelled within one day. A week later they billed me for a year. I have all the supporting docs showing cancellation, etc... No phone customer support only chat. Baldo, the support, said I had a trial period previously -which I did not. Asked a manager to email me because apparently no one knows how to use a phone. I've been trying for 3 months to get a refund! Their rating should be -1.

I never subscribed to their service, let alone providing card information. Somehow they accessed my card information. I discovered about the charges when I noticed unrecognized transaction. I may have accidentally clicked on a VPN link that poped up when my wifi connection failed and I was trying to fix. I have no idea how they accessed my card information. I was never quoted any service charges. There was 3 transaction on my card, of which one was blocked by my bank, the other 2 unfortunately went through. I am filing to FTC and taking it further. Daylight robbery!

I recently purchased a 3-month subscription to NordVPN in preparation for my trip to China, primarily attracted by their claim of being "Best for China" in their advertisements. However, the VPN did not work at all and neither did their website. Attempts to reach out to customer support proved to be futile as my subscription was tied to my G-mail account (blocked in China), and since no Invoice Number was issued (for reference), I was unable to make contact with a different e-mail account. Nonetheless, upon my return, I discovered an unexpected charge: my subscription had been set to auto-renew without clear indication or disclosure at the time of purchase. This effectively resulted in a double charge, extending my subscription to a total of 6 months. When I contacted their support, I encountered further disappointment.
Despite explaining the circumstances, they adamantly refused to provide a refund for the initial 3-month subscription, citing that the service's failure in China was due to governmental restrictions rather than any fault on their end. Additionally, their refusal to refund the second 3-month subscription, which was auto-renewed, was justified by stating that their 30-day money-back guarantee only applies to the initial purchase

In summary, I paid for a service that failed to function, resulting in double charges as I couldn't cancel it while abroad. Despite this, the company refuses to issue a refund, seemingly oblivious to my inability to cancel or contact support.

Avoid this company at all costs. There are far cheaper alternatives available that not only work but also honor refund requests.

Fun fact: my original subscription was set to expire on 2024-02-17, but they renewed my subscription on 2024-02-03.

The server in which my dedicated ip is was down for more than 18 hours.
This ip is essential for my work.
Nobody informed me, live chat agents lied saying everything is fine and the problem is in my device while they know that that servers are down.
It took 6 hours(!) till customer care replied to me saying there is a problem and not helping with a solution.
Also they took no responsibility while saying this is the terms of conditions so my problem.
Horrible service.

Won't renew my subscription there!

They want to force you to change your password when a third party service says the password for your email has been "powned". They do not take into account people who use different passwords for each login, do not understand that forced password changes actually LOWERS security (look it up), and when asked for specific evidence that a password was leaked, they can not (or will not) provide it. They treat a long-time customer like a newbie and just spout nonsense with no evidence at all. If you want security, go somewhere else because these people have no clue.

I paid for ONE MONTH of NordVPN in January. That was all I needed. I ended my subscription before the month was out, NordVPN continued billing me every month without notice or sending any receipts. They refused to refund me.

Was referred to use NordVpn by a friend and got a referral link with 3 months free. Thought it was very cool at first. There was a glitch with their registration which resulted me in purchasing the service more time and not having the service for a few days. I got a standard and prepaid for a year ahead. I was trying to get my 3 months of promised free service added to my account but the customer service started saying I'm not qualified cause it's "only for new customers" well hello? I just purchased the service yesterday but there was a glitch with registration I guess this means I'm no longer a new customer because they refused to give me 3 months service "cause my name is already in the database" well you know what? That's how you know it's a scam! Very poor customer service who doesn't care but get your money and then if you have issues they don't care and they don't honor their promotions for referrals and other promos as well it's just a way to get your money and then you no longer matter as a customer. If you are not happy and didn't get what you're promised by them becomes not their issue. I definitely DON'T recommend their service and they are NOT a good service provider and will take advantage of you! Only good marketing to get your money and the sales ' Also, if hear cancelling a service after a contract is a nightmare and you'll be charged again because they mess with your auto renewal dates and it take forever to get your money back if you are lucky to ever get your money back at all!
Scam and very poor service and a questionable product! Stay away!

I ended up not using this product because it blocked everything. Their pricing on their website looks like you get 3 months free if you select a 2-year package, but that is not true - you are charged for all 27 months. Also, I selected the "Continue" button, which turned out to be a "finalize purchase" button, VERY MISLEADING. Spent over 2 hours on "chat" trying to get my "purchase" refunded. Did not work! I had to send an email to ask for the refund...still waiting. No phone support!

I purchased NordVPN because I often work from coffee shops. After downloading the VPN, it made my computer SO SLOW that I had to turn it completely off just to get anything done in an efficient manner. I feel like I was completely misled. Customer service would not issue me a refund because I was outside of the 30 day window. What kind of policy is this? You charge for a service that makes my browsing experience unbearable and then keep my money for a service I am no longer using or want to use? Change the policy and offer your customers a refund for your crappy product.

A loyal customer. Renewed ny subscription and was billed twice! They refuse to refund the 2nd charge.

Downloaded on trail period, cancelled by subscription in the app and uninstalled as it DOES NOT WORK. I gave this feedback when uninstalling. Forgot about it until I saw my bank statement where I saw I'd still been charged for a 1-year subscription - £98! For something that DOES NOT WORK. Refused refund as outside of 30-days refund period (by a few days). I do not even have the app installed.

Supports response:
"In exceptional and very limited cases, our Services may be unavailable from time to time due to human, digital, mechanical, telecommunication, software, and other failures. We cannot predict or control when such downtime may occur and cannot control the duration of such downtime."

AVOID AT ALL COSTS

They turned on auto renewal even after I cancelled it. It does not work in China at all. Customer service was unhelpful even through I told them on the very day it auto renewed.

Tried it thinking it had the money back guarantee. The app ended up never working while I was on vaca. So I deleted it and thought I unsubscribed.
Turns out I didn't and got dinged the 2nd month. Asked support rep to reimburse one month at least since the vpn never worked the whole 2 weeks of me trying. Basically send it wasn't their problem and no refund was available at all and had the balls to tell me I should try their other services! What a joke.

Worst customer service. VPN is trash. It didn't work. Try another company with better customer service and works

I purchased Nord VPN October 16 2023. I needed help immediately. Threat protection was stopping me accessing a legitimate web site which was primary purpose for purchasing the VPN in the first place. Nord does not have phone support. They only reply to help emails about once in 24 hours. They could not solve my issue and stopped responding to me November 1. I asked for my money back within the time frame based on the 30 day money back guarantee. I have received no replies on 2 emails about my money back. I have not received a credit to my credit card either. If you purchase this product and need support or have issues good luck! 30 day money back guarantee is just a sales ploy and obviously means nothing to Nord

I'd been a long time user of NordVPN, and had had issues with them renewing my membership automatically numerous time until I was 8 years in advance on my payments. I'd sorted this and managed to get the last payment refunded and they agreed to not charge me any more. Yet the direct debit requests continued, but I'd cancelled their paypal payment settings so continued to get payment declined messages from their payment provider Paddle.

Whatever, I'll always use a VPN, so left the remaining 5 years worth (about $250 worth) of service on the account.

Except the other day they simply cancelled my account and took the entire remaining credits on the account and locked me out. At first I could log in and discuss with support who said that I had been web scraping, whatever that was, and to look on pwned.com to check my email address. Nothing there.

Today I find that they've completely locked me out of my account and I cannot even discuss anything with support.

I have no idea what web scraping is, how to do it, or why you would even do it. They have provided no evidence of anything or even a salient description of what I'm supposed to have done.

I'm not a complicated user, I torrent a bit, browse the web a bit, read but not often comment on social media and never share details, my passwords are via a password manager and are incredibly long, and run antivirus checks regularly.

I have an old slow computer and an iPad which are the only things that I use to connect to the internet.

I feel that I'm really careful and safe online. My web traffic from my service provider hasn't changed at all, and when I spoke with my internet provider, they didn't know what web scraping was either.

If this can happen to me, it can happen to absolutely anyone.

I would strongly recommend that people don't sign up to pay anything recurring to NordVPN, and constantly check your bank accounts for random charges from them if you are a current user.

Most companies are fine if everything goes well. The bad companies are the ones that treat you like dirt when something goes wrong. Something went wrong with their systems and they are treating me like dirt.

It's not a good system, not good treatment of their customers, and an altogether crappy experience.

I completely don't recommend their service. It's not worth the money if anything goes wrong.

I ended up not using this product because of their inappropriate billing practices. They charged me for "sales tax" - which is actually the EU VAT - when I am located in the US. Their pricing on their website looks like you get 3 months free if you select a 2 year package, but that is not true - you are charged for all 27 months. Also, I selected the "continue" button, which turned out to be a "finalize purchase" button, VERY MISLEADING. Spent over half and hour on "chat" trying to get my "purchase" refunded.

They have charged me when I don't even use the product, never signed up for this charge and they are refusing to give my money back, I will have to open a fraud case with my credit card.

The customer service is literally non-existent. The auto-renewal policy is one of the worst I've ever had the displeasure of experiencing. They are either desperate or just greedy to not provide refunds when the renewal was being cancelled the day after the renewal.

CPU demand suddenly shot up to over 100% and so had to stop using Nord VPN. After numerous emails was informed that the probelm had been identified and the engineers were working on a solution.
However, as I write (26th October), I have just received an email that makes it clear that no log has been kept of the problem and I don't even believe that the source of the problem has been identified and I have just been asked to repeat a test whcih I had done when I first emailed for help. So disappointed with Nord, because until this expereince would have awarded them 5*. I now have to start looking for another VPN supplier whose programme will not destroy my CPU.

The website had a glitch such that its back-end system did not register me turning off its auto-renewal function. I only realise it until three months later that I was still being billed for the VPN subscription. I demanded for a refund for the extra months of payments when I did not use the service at all. However, the staff (Steve) attending to my request refused citing that they are unable to verify my claim and I was not able to produce a confirmation email on the cancellation of renewal. This is shocking as it was never stated in their contract terms that I should expect to receive such an email confirmation upon turning-off the auto-renewal function. The lack of clear instructions on opting out an automatic opt-in service design is dodgy and constitutes a grave form of customer negligence, which they refuse to acknowledge and amend. I find the experience super disappointing and I believe such unethical business practice should be condemned.

At Nord VPN it seems that we should sew our mouths shut and cut off our ears, they are no longer required to communicate with anyone, any more. For some reason the children in the executive of these corporations are afraid of human contact. (to much time in the basement playing video games with no REAL human contact). The largest demographic in North America are SENIORS! YET WE ARE IGNORED!. WE DON'T "CHAT", WE DON'T CARRY ON CONVERSATIONS WITH OUR FINGERS!. That's why we were given two ears and a mouth. Yet we the customers are irrelevant, profits are more important than customers.
So I will stick to my anti virus software's FREE VPN. And buy the upgrade with more features from them. They have a phone number, and they answer it.
Obviously you don't want or need my business. You offer me no incentive to buy your software. You think price is all we think about. Well it's not, price is not the ALWAYS issue! SERVICE IS!, WE WANT SERVICE! HUMAN SERVICE! AND NEWS FLASH, NOT ALL PROBLEMS OR ISSUES CAN BE FIXED ONLINE!)
COME ON CONSUMERS! The only way to stop this lunacy and make the customer relevant again is to STOP SUPPORTING AND BUYING FROM ANY VENDOR WHO DOESN'T DO OR PROVIDE THE SERVICE YOU WANT. You don't have to compromise, IT'S YOUR MONEY, and if they want it make them work for it!

I signed up to use a VPN so I could access some streaming services back home in Australia. When I went onto Nord's site, they had a big banner that said '30 day money back guarantee' - after I'd signed up and installed the VPN, it became clear that the streaming service I was trying to access had some kind of VPN blocker, so I couldn't get the benefit of using the Nord service and had no use for the subscription. I wrote to Nord asking for a refund, noting their own '30-day money back guarantee'. They first refused to acknowledge their guarantee, then made me apply for a refund through Apple, which then rejected my request, and have made it really difficult to get the refund, which they have still not issued. They basically lied about their 30 day money back guarantee, which is a breach of consumer law. I can't speak to the quality of their product having not used it/not been able to use it, but their customer service is shocking, and their advertising practices are dodgy/disingenuous. On principle I'd go with a different provider, since I've been ripped off and they lied about their guarantee. Better companies are out there, that have integrity and maintain good faith with their customers and prospective customers. Support one of those instead.

The worst service i had ever seen. It works only 30 day then stoped and doesn't connect. Wrote to support team but they send different methods for solving it but none of them worked. Support team doesn't know how to solve it, just sends links and says correct it yourself tried all the ways but none of them helped. I asked refund monthly fee, i will use anther vpn service but they did not want to refund. I see that there are more users have this problem.