Complaints
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ever since I have upgraded to the latest edition of PC Matic *** I have been unable to connect to it. It appears to be buggy. I first reported this issue on February 25 2025, after having difficulty resetting my password. After resolving the password issue, I was able to use the upgraded PC Matic virus protection but the *** would not connect to the service which uses the same password as the Virus protection. ***** ***** via PC Matic email support sent me several things to try and nothing seemed to work. Eventually he told me I could call PC Matic support for help. I called PC Matic phone support line. They were unable to provide any immediate assistance, they did give me the case number and after reviewing steps I went through to resolve the problem they thought it might be on PC Matic's end. They indicated they provide phone support for PC Matic but are not a part of PC Matic. They indicated they could ask the PC Matic programmers to look at the problem, since it might be on their end. PC Matic phone support said the problem would be reviewed and they would let me know the status of problem. I haven't heard back. On March 13, 2025 I sent an new email to PC Matic customer support. I received an automated acknowledgement of receipt of the email only. Since that time I heard nothing from PC Matic. Today March 21, 2025 I called the PC Matic phone support and although they tried they were unable to provide any further assistance. They said I would need to wait to hear back from PC Matic email support. (Unacceptable). It is apparently impossible to talk to anyone at PC Matic. The lack of communication from PC Matic is appalling. I am a long time customer of **********************. I don't understand how a business can be successfully run by ignoring their customers. My virus subscription is up for renewal in May plus we were considering adding their identity protection services. I may go elsewhere if this is not quickly resolved.
Business Response
Date: 03/25/2025
****,
We have a solution to your issue. Please check your inbox for a response from the help team.Customer Answer
Date: 04/04/2025
Complaint: 23098964
I am rejecting this response because:No solution found yet. PC Matic support asked for the log file which was sent to them on 3/26. They replied the development team would be looking at it. To date (4/4/25) they have not found a solution to the problem and are failing to keep me informed of the status.
Sincerely,
**** ********Business Response
Date: 04/04/2025
I am sorry for the confusion. Solutions for your issues cannot be obtained here. Please check your inbox for further communication from the support techs.Initial Complaint
Date:03/11/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying for 3 months now asking pc Matic to help with the full scan fails i have written tickets and i been getting different people asking me to do the same thing and i do what they say the first time I'm not going to keep doing the same thing over and over again when it didn't help my problem the first i even showed them where it fails hoping it would help i ask them questions that they don't give me an answer they say you should do a full scan once a month which i cannot do i have sent screenshots showing them i also have done *** scan i have lifetime subscriptionBusiness Response
Date: 03/11/2025
We are sorry to hear about your issues.
Your ticket has been responded to. Please check your inbox for the latest response to your PC Matic technical support ticket.Initial Complaint
Date:03/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had purchased the product for two new laptops that were purchased in 2023 tried to download the product it was not compatible with the computers the following year the company charged me automatically I followed their instructions to cancel and received no response it has now charged me again and I have been told the only way to stop it is through the company but they wont respondBusiness Response
Date: 03/05/2025
*****, please check your inbox for correspondence from our support team regarding your refund.Initial Complaint
Date:02/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had an account with them which I cancelled 2 months ago but they still billed my ***** card today for $107.69. I have tried calling them on all of the numbers listed on the internet yet none of them work. My **** card cannot do anything to help. When I cancelled this their phone numbers worked. I am elderly and a disabled and cannot afford to be charged for something that does not work. I don't have an account number or anything other than the billing on my card.Business Response
Date: 02/25/2025
We are sorry to hear about your difficulty contacting us about your renewal refund.
The account has been cancelled and refunded. Please check the email on file for the refund confirmation.Initial Complaint
Date:02/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last fall I had several viruses on my laptop. I had used PC Matic for many years and, on October 10, 2025, increased my contract by purchasing their PC Matic ***************** for $100.00 (Order Information #*******). Several days passed and I received no assistance. So, I took my laptop to a local computer repair shop where they got rid of the viruses and loaded a different antivirus, not PC Matic, on my laptop. On October 14, 2024, I requested a refund of my $100.00. The response I received was a December 13, 2024 email from ******** *****, Technical/Customer Support ******************************** asking if I had put in a support ticket requesting a refund for the Support Unlimited. She added that: The automatic renewal for your product has been turned off. I replied on the same day giving the details of my credit card purchase and again requesting a refund. I received no further communication from Ms. ****** I called PC Matic and finally got a Refund Phone Number for them843-203-0422. That number is strictly an automated phone number. Using this number, there are two selections available, one for technical assistance and the second for a refund. The first time I called (these were actually multiple calling attempts) and selected the refund choice, I got a busy signal. When I called the refund line again on January 20, 2025 the same thing happened. When I re-dialed and selected technical assistance, I was told I had no outstanding ticket. PC Matic has non-existent customer assistance, unclear policies, ************************** cut-offs, and delayed responses to customers that extend refund requests beyond their time limits. I would never do business with PC Matic again and consider them to be unethical in their business practices.Business Response
Date: 02/20/2025
******,
We have refunded your most recent renewal. Please check your inbox for the refund invoice.
Let us know if we can be of further assistance.Customer Answer
Date: 02/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ***Initial Complaint
Date:12/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was billed for service I didn't want. I tried many many times to contact customer service with no success. They just will not call you. I got to tech support many times and they said they would create a ticket for customer service. I only wanted another year of virus support and not the **** I got an email today 12/8/24 saying I was to receive a credit. I have no idea if my whole account is being credited or just the **** Poor poor service.Business Response
Date: 12/10/2024
PC Matic does not offer phone support. However; we can handle all of your issues through our email help desk 24/7. I show you created a ticket regarding your account renewal which was answered. Please respond to the ticket directly with your concerns and we will be happy to help you with them.Customer Answer
Date: 12/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:12/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the PC Matic security bundle in August of 2024. It has been working fine until approximately two weeks ago when the *** application stopped working and I have unable to connect. After several unsuccessful attempts, I contacted PM Matic customer support and have had remote technical support, but still unable to connect. Without the ***, I do not feel secure to conduct online banking. The last *** I spoke with mentioned that this is an issue that PC Matic is aware of but it seems that PC Matic is not contacting or communicating with their customers. As a result, I will be cancelling PC Matic as they are unable to provide a service which was pard for. Today I went to cancel the subscription and am unable to online, will have to call during business hours.Business Response
Date: 12/19/2024
I am sorry to hear about your difficulty with the PC Matic VPN. We have processed your refund. Please check you inbox for confirmation.Customer Answer
Date: 12/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:12/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 21, 2024 I renewed for 1 year, my bank was charged $40.00 And I never recieved service or a follow up email. I tried to call several times. PC Matic coustomer service is horrible.Business Response
Date: 12/05/2024
Mr. ********************** records do not show a recent renewal listed under the email and or name you have provided. One or our representatives will be reaching out to you to resolve this issue. Please check your email for further correspondence.Initial Complaint
Date:11/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered pcmatic with my card ending in *********************************************************************************************************** my email address is correct and there is a hang up! i simply want a prompt refund i have the bank transaction in front of me HANG UP AFTER HANG UP when you dial ************ for a refund I beg you please give me a refund i am on a fixed income PLEASE help! I would appreciate email responses as i cannot afford hearing aides so i cannot hear the phone i have a old fashioned landline it is a run around thanks againBusiness Response
Date: 11/04/2024
We are sorry to hear about the confusion you experienced with the automated refund line. I have processed the refund for your account at this time.
Please check your inbox for the refund invoice.Initial Complaint
Date:07/29/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
PC Matic renewed my subscription on 7/22/24 without notifying me via email or text message. I did not want to renew my subscription. They charged me $63.36 dollars before I could cancel my subscription. I have tried to contact PC Matic via email and telephone, and they will not return my call or email. I have since cancelled my subscription and it is in 30 days of purchase, so I request my money be returned ($63.36) to my debit card.Business Response
Date: 07/29/2024
Mr. ********,
Please check your inbox. Our support team has reached out to you in reference to the status of your auto-renewal refund.
Customer Answer
Date: 07/29/2024
Complaint: 22049549
I am rejecting this response because:There is nothing in my email including the spam box. So, I have no idea what they are doing. Either way just send me my refund I am done with PC Matic and do not want any of their products now or in the future.
Sincerely,
*****************************Business Response
Date: 07/31/2024
It is possible that your email provider has a filter in place that will not allow the messages to be delivered at all.
Our team sent a response stating that your refund was being processed. Please allow 5 business days for things to settle on your end.Customer Answer
Date: 07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. The refund amount of $63.36 has been deposited into my bank account. This concludes my interaction with PC Matic.
Sincerely,
*****************************
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