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Surfshark

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Arizona
1 review
0 helpful votes
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I'd give them a ZERO
January 12, 2025

Bought program which worked for a bit, then did not. Spent 8 hours with tech trying the same things over and over and still it does not work. They continue to tell me how to fix it but it's just the same old canned response.
I have 800 days left on a useless subscription but at this point feel I've spent more money fixing the junk than I did buying it.
I will never use Surf Flounder again. Their tech support is a bunch of kids and their customer support SUCKS.
They offer no refunds at all even though the program won't work.

Date of experience: January 12, 2025
New Jersey
1 review
1 helpful vote
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My account is being blocked for no reason.
When I asked what did I do, the answer was "we have an automated system, we don't know what actually you did". And keep spamming me with links with policies and rules. I have been a customer for 4 years, for 4 years I was accepting that lauds of time are not working properly. Like espn+ 80% times couldn't play, hulu 20% of times, recently paramount plus didn't work with them(even most free vpn make it work)
I understand nothing is perfect and I stick with them.
But this is just outrageous what they do now, no info on what caused the blocking, and no refund. This is against any law in any country. This is stealing money from customers

Date of experience: November 9, 2024
Connecticut
2 reviews
0 helpful votes
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Customer service, NONE!
July 4, 2024

Customer service even worse that Comcast.
Paid for a subscription. Never got activated. Sent proof that my card was charged but they refused to activate it. I have an email chain longer than a CVS receipt. Just got posted around from rep to rep. Spent 20 minutes chatting online with arep then the reps shift ended got passed to another, had to start over from square one. End result they just refused to do anything to help. Just as well, my connections dropped often, many sites were unreachable with SurfShark, surfing was painfully slow as well. Proton VPN is the way to go

Date of experience: July 4, 2024
Maryland
1 review
1 helpful vote
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Unable to connect
August 24, 2023

Unable to connect. Spent several hours undergoing diagnostics and attempting fixes without restoration of service. That is all the time I am going to spend. They refuse to give me a pro-rated refund. Filed case with PayPal, After that, I will file a case with my credit card company.

Date of experience: August 24, 2023
Canada
1 review
2 helpful votes
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My account was blocked, and no specific root cause provided.
Because I paid until 2026, I asked for my money to be refunded.
Nope. Surfshark decided to hold it to themselves.
Think thrice if you would want to trust this company and take one of those sweet three year deals, when they can decide to block you anytime and no reason provided. You will stay without the product and without money

Date of experience: November 21, 2023
Texas
2 reviews
2 helpful votes
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Super hard to cancel
January 3, 2024

Kept taking money after subscription expired and will not refund. The app told me I was expiring then it stopped allowing me access through the VPN with the warning "your subscription expired" which was fine with me. Then I noticed they had continued taking money for months. They don't care that the app said I was expired and will not refund. They completely remove themselves from anything the app tells you like it is some rogue employee that doesn't work there anymore. Not much money but who does this type stuff?

Date of experience: January 3, 2024
New York
1 review
2 helpful votes
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My experience with Surfshark has been incredibly disappointing. Their VPN service was useless in the Russian region, prompting me to cancel my payments. Despite canceling, I was charged again.

The customer support was unresponsive and unhelpful. Despite proof of cancellation, a refund was refused based on a vague policy clause.

I caution anyone considering Surfshark. Ineffectiveness and poor customer support are major concerns. I'll be sharing my negative experience to prevent others from facing the same issues. **Rating: **

Date of experience: August 30, 2023
California
2 reviews
1 helpful vote
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I signed up with Surfshark for three years and am pleased with the service. I would give it a 5 Star rating and I would certainly renew my subscription once it expires.

I solely use Surfshark to download television and movie torrents. Otherwise, I do not utilize it.

Just the other day, I got an email from Surfshark saying that my account has been banned and they will not issue any refunds. When I inquire why my account has been banned, they will not give me a specific answer and direct me to their TOS. They wrote, "I'm afraid the system blocks accounts automatically, and we're unable to dive into the reasons behind it."

So if I paid for another three years, Surfshark could ban my account, offer no refund, and give me no specific reasons as to why they did it.

I believe this is an unethical business practice.

Date of experience: February 26, 2024
GB
1 review
2 helpful votes
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Avoid this company! I paid £80 for a 2 year subscription and then they said they hadn't received any payment. I had to contact my bank to reverse the payment as they refused to accept receiving it.
I was warned not to use this company but thought otherwise. I was wrong.

If you want to spend your money wisely and not lose it to a scam outfit, with non attentive bots as a customer service, do not use this company!

Date of experience: September 12, 2023
New York
2 reviews
7 helpful votes
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My account auto renewed on 6/3/23. I was never contacted by SurfShark or Apple regarding this issue. I contacted Apple wondering why Apple Pay was cited. There is no credit card other than Apple Pay, on files with SurfShark. There is no way of cancelling auto pay on Surf Shark. I was "chatting" with one of your reps earlier and he seemed very ill-informed. I find that I've paid for one year of service at a two year rate. Surf Shark is using deceptive methods. Why wasn't I informed of renewal and never received an invoice after the fact? Why didn't Apple have a record of transaction even though they are cited as payment method. I do not want auto renew activated yet there is no way to turn this off. DO NOT AUTO RENEW

Date of experience: August 20, 2023

Overview

Surfshark has a rating of 1.1 stars from 30 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Surfshark most frequently mention customer service, credit card and year subscription. Surfshark ranks 91st among Vpn sites.

service
24
value
22
shipping
5
returns
16
quality
21
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