Express VPN
reviews and complaints

SITUATION REPORT EXPRESS VPN

A. Previous computer

1. 2023 I PURCHASED THE EXPRESS VPN downloaded it and recorded my password on a word pad file

The computer completely went dead requiring me to buy a replacement.

PROBLEM I lost access to my old gmail account which was [protected]@gmail.com as the file with the password was not accessible. Also the downloaded express v p n program was gone.

B. New computer

I cannot access my express v p n account to cancel my sub due to a different gmail account and lost old password and have been charged $190 for a years sub. New gmail account is [protected]@gmail.com

current gmail account password mornmountain1492

I purchased the Aircove router in March of this year. After opening the package in October, I installed the device. It has been intermittent and disconnects the internet connection. Began troubleshooting with the company on Dec 5th via chat. It is now Dec 14th; after extensive troubleshooting, I wanted a warranty replacement as it never worked. After eight days of chat troubleshooting, I also worked with my internet provider to eliminate any connection issues with Spectrum. The company is now offering a 6-month extension on the warrant. They will not replace it if it was abused or accidentally damaged but could not back up the statement that only they would not replace it.

With several apologies for the inconvenience. They could not state why they said it is not qualified under the 1-year warranty, only that it is beyond the 30-day replacement from Amazon, and I had ample time to test and troubleshoot it. LOL, that is not a 1-year warranty; that is a 30-day replacement with Amazon.

I have been a customer of Express VPN for 6 years on January 25th $99.99 I signed up for another year, on Jan 26th I was charged another $99.99 without my knowledge. I found out today Aug 10th that they had 2 accounts for me, I told them you need to refund me. They said it was too late, so they make a mistake, I missed it on my statement and it's too bad for me. I'm 69 and this is a fraudulent, abusive company. I want my $99.99 back, can you help?

Email with this info from Express,
Subscription ID: [protected]
Account plan: 12 Months
New price: $116.95 USD
Effective date: January 26, 2024
Subscription ID: [protected]
Account plan: 12 Months
New price: $116.95 USD
Effective date: April 25, 2024

1. Name of the company Forward Management Services Ltd (FMS)-my name Hamdi Zaidan.

2. Purchased VPN on18 Apr 23, Card 39, Expressvpn.com, USD 99.95, Rate 0.802, Fee 0.00, Sterling Amount 80.18 Card £80.18.3. Had been in contact with Customer support many times using EMs

4. no provisions to to attach various EMs to this complaint, should be available in Customer support

5.12/07-contact customer service requested refund provided all information. Complaint escalated, no response re-refund.

As soon as I saw the transaction on my account, I logged a ticket with ExpressVPN on the 12th April, got a response back asking for more detail which I responded on 13th April. I was a previous customer but hadn't used the vpn for over a year and have not logged into since the payment was taken. I then continued to ask for an update on my ticket number and couldn't even get a common courtesy email to say that my ticket was still being reviewed. So reached out via the online chat on 5th May, I was told that my ticket was escalated and here we are 19th May and still silence. I again got on chat and was told the same crap, it was being escalated. I asked to speak to a manager was told that there was no phone number to call but they would get someone on the chat... seriously do I believe it was someone of authority. no I don't. They told me that they had connected the billing department and "they'll process this as soon as they get the case" Am I confident this is going to happen, absolutely not. I believe they are hoping I will give up chasing the ticket and they won't have to refund the money. I have no doubt I will be back to complete a further complaint in another week or two as nothing will have happened.

After signing up they sent an email and requested for sending personal phone number and timezone to "Verify the billing details" even after the payment had gone through successfully.

They also sent another email and asked for sending a photo of the payment card to display the name and the last three digits.

They don't specify that this data is required when signing up and then they threaten that if the data is not provided they would close the account.

I recently purchased an iPhone 13 ProMax. For 2 weeks I have spent hours on the phone with Verizon and the last 2 days in their store because my phone was unable to make or receive phone calls.

Today, I called Apple in the hopes they would be able to troubleshoot. They were unable to screen share until I turned off my VPN. Upon turning off my VPN, I was able to make and receive phone calls.

However, this now leaves me vulnerable. Any suggestions?

Thank you,

Eileen Midman

[protected]@gmail.com

[protected]-landline

[protected]-mobile

I purchased a six month vpn product and on the same day asked them to delete it for a full cash refund per my payment method. Now five days later and still ongoing with online chats and emails, I'm still trying to get them to give me a cash refund. They sent to my payment method that they would stop auto renewal. Thats not what I asked for. I wanted account deleted and a full cash payment returned to my payment method. Express VPN keeps giving me the runaround regarding my simple request. This is absurd on their part. I would not recommend their product or services to any one. So to anyone looking to do business with Express VPN, I would look elsewhere.

Hi, I have not had your service since March 2021. I've had some assistance on line but it did not work. By the way, I appreciate the patience and composure of your workers. Once again please stop charging my account. I've paid for service not provided since last March @ $12.95 per months x 11 months. I'm due a refund. Would appreciate your immediate attention to this matter. This is my 4th contact with your company. Thank you. Patricia L Dilliner, Kailua, Hi 96734

Decided to try their service and used a 30-day free trial they offer on their website.
After a few days, I understood that this service is not for me and canceled the trial. I also notified them by email and asked them to confirm that they received my email and would cancel the subscription. They answered and confirmed. All of a sudden, I was charged by them yesterday without any notification. I would have never noticed it if I hadn't checked my bank account. Thank god I have this habit.
I immediately wrote them but got no reply. Maybe they will answer a little bit later, but I am very angry at them. I hope everything will be resolved.

I purchased a video set from expressvpn.biz. They now charged me $9.95 on my debit card for an unauthorized membership fee renewal. I did not agree to any membership with this company. When I disputed this charge with a live chat session on their site, and told them that they have numerous complaints, I was asked if I wanted to discontinue membership, I replied, yes, please, and then was immediately disconnected from the live chat session.