Over a year ago I switched my vpn from Ip vanish to Surfshark. I canceled IPvanish thinking that was the end of it. Now IP vanish charged my cc $89.99. I contacted their support and have been getting the run around for months now.
Here is the last email they sent me. Sarah (IPVanish)
Sep 19, 2024, 10:33 PM MST
Hi again,
As I checked, the auto-renewal of the account is active that’s why it auto-renewed for another year.
If you have a copy of the e:mail you sent cancelling your sub and they charged your CC you can contact your CC company and start a false charge claim investigation. Also I would be sure that you have clearly stated you want auto renewal cancelled and be sure to get a reply confirming this. Keep a copy of the confirmation. I keep all correspondence like this in my archived e:mail.
@Cjinfl we’re happy to look into this for you. Please drop us an email to management@ipvanish.com from your account email. We look forward to hearing from you.
Since this topic was brought up, I went to my IPVanish account yesterday and turned off my auto-renewal and like many of these VPN companies you have to click through a few “are you absolutely sure you want to cancel, we will give you the greatest deal ever” links however the auto-renewal was turned off, and I went back today, and it is still turned off.
I might recommend taking a screenshot and archiving it, so that you have actual proof, in case of an error by the supplier, and a mistaken renewal charge.
I think the administration at ipvanish needs to reach out to him. He’s already reached out to you guys a couple times with negative results.
I think it’s your turn to make this right!
I had a simular problem a number of years back. Just because Customer Support tells you they have removed you from “Auto Renew” doesn’t mean it was actually done. In my case, they couldn’t charge me because I changed banks, and the card was no longer valid. Although they kept sending me emails telling me that my renewal was unsuccessful, I still had to call them to remind them that the auto renew was cancelled. The emails stopped at that point. Also, just because IPVanish changed their policy, these changes will always be in favor of the company and will probably be frowned upon should you contact the BBB which I strong suggest. Even if it does not go in your favor, it will be a black mark against IPVanish.
My sub is coming to an end the 28th. I went and wanted to verify that my auto renew was of that I turned off in March. As many of you would guess. It was still active. Went through the process of turning it off. Kept getting a message to contact support. Look in my email and there is spam for their”best deal”
Options to select agree or not interested.
Selected “not interested”. No response for 3 days. Emailed them and no response for a few days. Even though their website says “if no response there is something on your end blocking the emails”. (Right, I think not)
So went the chat route and they said it is set to cancel. Asked why “Activel” is still on? They said a glitch.
I asked for a email and a confirmation number of cancellation.
So I got that email with the confirmation thankfully.
I will call and check here this week to be triple sure it is cancelled.
This should be another reason why IPVanish taken off the Top listed VPN’s.
They do a service to provide privacy , but then take advantage of their customers. Makes me wonder if they really are keeping no logs?
This answer won’t help you now as you’ve said “a few months have now gone by” but for the future: What I do in a case like this is to contact the company and tell them what’s up and that you want (tell them, don’t ask them) your credit card refunded. Tell them you are giving them 24 hours to refund the card and show you that it’s been done. After that tell them you will contact your CC company to have the amount charged back. Tom
Auto renewal doesn’t toggle off for me either on their website. My plan expires at the end of the year. I’m planning to give Surfshark a try around 30 days before my IPVanish plan expires. I really haven’t had any problems with IPVanish, but they couldn’t match Surfshark’s promotion the last time I contacted them.
I spoke with a customer service rep who confirmed auto renewal is disabled and that they don’t have my credit card information on file. After reading some responses to this, I’ll probably confirm with a chat before it expires so that I have it in writing
I had the same problem with them. Fortunately I had used Paypal so I was able to delete the renewal. Ipvanish wouldn’t take no for an answer and harassed me for months. Pathetic client service.
Not useful if you have already been charged but if you want to be sure a future charge is not going to be paid, you can report a ‘suspected fraud’ to your card company and they will cancel and reissue with a new number. I did this recently and it was quite painless apart from updating any other auto payments to the new card.
@Cjinfl Thank you for bringing this to our attention. After reviewing your account, we confirmed it was still active during the renewal period. As a result, we’ve issued a full refund for the recent transaction. Please allow a few business days for the refund to be reflected on your card.
If you have any other questions or concerns, feel free to reach out to us at management@ipvanish.com. We’re always happy to help.