ComplaintsforSupport Nerds, Inc

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ******* bank card was charged $503.09 in total. I would like ***** **, Pa, and Support Nerds INC to refund the money back to my card. I also have submitted my police report. I did give this information to ******************* on the 1st of August 2023 and my claim was denied two times. I just opened my claim again with ******************* today 8/28/23. The fraudulent charges started on April 20th, 2023, and at that time I put in my complaint about the charges and did not hear back until last month by a bill coming to my home. I am asking for a refund of my money.

  Business response

  09/18/2023

  Customer contacted us on April 20th related to her **** latitude laptop as she was getting unwanted messages. A 1 year service plan along with system optimization software was purchased for a total value of $199.99 & $53.11 respectively and we did completed our job by optimizing the system, removed pop-ups, disk cleanup and closed the case upon confirming from the customer. We tried to contact the customer multiple times prior the service and left voicemails on her number - ************ but did not receive any return call. We have no relation with ***** ** as mentioned by the customer in her complaint and have escalated this complaint to our Refund team to contact the customer and discuss the refund scenario. We fail to understand the fraudulent charge as after auditing the call, customer was provided complete information, invoice was emailed tot he customer, receipt was saved on customer system and only upon customer authorization, the payment was charged. However, as we pride ourselves in assisting our customers to the best of our abilities, we have requested our customer grievance team manager to contact the customer and discuss the case for a fair & reasonable resolution.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Support Nerds CA. This company charged me $382 in March 2023 for.computer services. On 08/08/2023 their representative (self identified as ***********************) informed me -- after 3 hours of time waste -- that they had charged me in error and therefore they would refund the sum $382 due to an incompatibility between my system and their services. I told him to credit the credit card that was charged. Instead, he sought personal data that he claimed Support Nerds already had on file The individual sent me a form asking me to fill my DOB, my bank account # and bank name..for verification -- In a manner that the *** warns harkers usually use. He told me he ALREADY HAD the data including my SS# though I have never provided that data to Support Nerds.SUPPORT NERDS HAD NO RIGHT TO ACCESS ANY OF MY PERSONAL INFORMATION BASED ON TEH CREDIT CARD DATA I PROVIDED FOR A REGULAR SERVICE.I request the refund that Support Nerds offered be provided immediately.If not, this company will be sued in a small claims court for data breach.

  Customer response

  08/09/2023

  The hacker is certainly part of Support Nerds company because he was introduced by 2 other consecutive employees with whom I had worked before. 

  The hacker is actively controling my computer, has typed into a message I was attempting to send BBB earlier today, taking control of the cursor and typing invectives. Yesterday he notified me that Support Nerds staff had access to all my banking and personal data.

  Support Nerds phone # is unresponsive; the phone numbers of its reps are active including the hacker's **********.

  This company runs a scam ir is fully negligent in its customer relations.

  Business response

  09/11/2023

  Customer contacted us back in March 2023 related to computer services. Since March 2023 we have served the customer and understanding the amount of scams that have been going on related to Tech Support, IRS and other phishing emails we proactively advise and warn our customers about the same. During our customer on-boarding, we provide a unique Customer ID along with 4 digit support code and advise all our customers to verify both the information before proceeding with any communication. We also encourage all our customers to contact us via phone, chat or use our application to connect with us ensuring their safety and security. We do receive such complaints wherein the customer mentions that they receive calls from other brands too like **************** etc. for refund wherein they are scams too. Hence, we proactively advise all our customers to be aware & also require that the customers play their part in order to validate the information and be assured while they connect with the right party.

  Customer response

  09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******** ********  
  

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Somehow these people charged funds to my credit card, and I disputed it with the bank and closed the card; they are constantly contacting and harassing me. I DID NOT authorize any work from them, and I want them to stop getting me immediately. The bank investigated, refunded my money, and changed my account information. I was previously the victim of identity theft and have had an alert on my credit report for seven years. I do not know who or what these people are talking about. But if they continue to harassment me I will file criminal or civil charges against them because I feel threatened by this behavior.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I trusted these people to update my computer. They said they could fix the problem and would issue me a refund. They got into my accounts and were transferring my funds. They tried to make ***** withdrawals and hacked my ****** account as well. So now all of my accounts are frozen for fraudulent activities. Not to mention they still have access to my computer somehow and now I have to but a new one

  Business response

  06/29/2023

  Customer contacted us on April 5th related to email issues and purchased 1 year service plan along with **** internet security. As per the customer's complaint it seems like the customer became a victim of the tech scams which we as an organization provide complete awareness about it. For customer's security & protection, firstly all the payments are charged through credit cards and no other means which provides a complete transparency to the customer. Secondly, we also provide a unique support code to all our customers along with a unique customer ID to verify on all cases. Plus, on every call we provide scam awareness to our customers as to how to proceed with any unidentified call received. Even after providing all the information and awareness, if the customer's are unable to follow and also help us as well as themselves then it does become a concern for us too. We also roll out emails about scam awareness, post on our social media handles and all our employees provide the awareness to all our customers. We also advise not to entertain any transactions from any organization by the means of gift cards, bank payments, etc. We are always happy to assist our customers ensuring their privacy & data to be kept safe and secure but the increase in scams like tech support,  IRS, refund scams, solar scams, etc., being an IT organization it is our due diligence to assist the customers & provide awareness. We are still willing to assist the customer by all means and will have our cybersecurity team contact the customer about the unfortunate scam incident that he/she went through and provide a fair and reasonable resolution to the case.

  Customer response

  06/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The number that's on the receipt where I paid is a Debit Card. And I was given the same Tech each time then i notice a couple more with remote access. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date 6/2/23 Gained access to my computer ostensibly to fix a computer issue...Got into BANKING ACCOUNTS and rigged a supposed transaction to refund my money since their programs would no longer work on my computer. Was a ruse transaction since they were claiming overpaid me from what I originally paid by $1500, and wanted me to pay them back immediately via wire, *****, etc., I called my bank to stop all payments, however, they had already used ***** for a $290 charge. These folks are picking on older folks like us to play their scam out, wrongfully violating over-state line banking laws? I want to file a complaint for money returned and would file a police report.

  Business response

  06/29/2023

  As per the customer's complaint it seems like the customer became a victim of the tech scams which we as an organization provide complete awareness about it. For customer's security & protection, firstly all the payments are charged through credit cards and no other means which provides a complete transparency to the customer. Secondly, we also provide a unique support code to all our customers along with a unique customer ID to verify on all cases. Plus, on every call we provide scam awareness to our customers as to how to proceed with any unidentified call received. Even after providing all the information and awareness, if the customer's are unable to follow and also help us as well as themselves then it does become a concern for us too. We also roll out emails about scam awareness, post on our social media handles and all our employees provide the awareness to all our customers. We also advise not to entertain any transactions from any organization by the means of gift cards, bank payments, etc. We are always happy to assist our customers ensuring their privacy & data to be kept safe and secure but the increase in scams like tech support, IRS, refund scams, solar scams, etc., being an IT organization it is our due diligence to assist the customers & provide awareness. We are still willing to assist the customer by all means and will have our cybersecurity team contact the customer about the unfortunate scam incident that he/she went through and provide a fair and reasonable resolution to the case.
  

• Initial Complaint

  03/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $129.99 on 03/03/2023 to Support Nerds INC to fix my hp laptop online they promised to refund me back my money if they couldn’t fix my laptop and they didn’t I paid my hard earned money for service that they couldn’t deliver and I asked for my receipt to be sent to my email address they have not sent my receipt I feel I been taking advantage of and lied to I have my bank information to show I paid for my service to support nerds Inc. I want my full refund back to my bank account ASAP

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed on to support nerds and the first person I talked to said they could take care of what I wanted done, he checked and saw my warranty out of date and said they would have to charge me 149.99 but that they could do what I wanted do. He passed me on to a tech2 supposedly by the name of *** who supervisor by the name of ******* also took control of my computer, they just went from file to file as I watched, they really di nothing corrected nothing just went from one area to another. They signed out of my computer and then my wifi went out, after restarting my wifi I contacted them and they came back on line, this time they called me and said they could not do what I wanted do. then the supervisor ******* called and said well we could not do it, but our tech was online, you did ask for the service so we'll give you some of our money back but charge you the tech fee because he did work on your computer. I never would have purchased their services if they would have been honest from the begining, but they said they could do it so I paid them and they did NOT do as they had promised me and basically stole my money! these people PROMISE to do something, then do NOT do it then still take your money with no remorse or ethics for the wrong that they do!

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called them thinking they were an extension of ******* ******* to help get a printer connected to a network. I mistakenly gave them permission to use remote access of my laptop. I'm afraid they looked at items that would provide them with personal information. I called a number-************** back and told them I thought it was a scam. They denied any wrongdoing. When I actually contacted the REAL ** support team, they said no-one is an extension of them. I tried to send them an email, but nowhere could I find it in the sent mail. It's like their email address doesn't exist. I want people to know they are not legit. When I looked up their number, it was mentioned as a scam number. They gave me a supposedly customer number as **************. Thank you

• Initial Complaint

  12/26/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 10/27/22 I contracted with Support Nerds, Inc to fix a computer printing problem. At the time credit card payment was submitted. My understanding was that I purchased a one year contract for services. Contract for services should have been e-mailed. to date no contract was sent. Steps taken so far 11-11-2022 Contact with representative and assurance given of contract to be e-mailed. E-mail address verified.12-10-2022 same as above 12-23-2022 same as above.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Support Nerds  Inc appeared 3 times as a charge on my ***** credit card statement. All charges were on Oct. 14, 2022. The amounts of these 3 charges were: $1,628.75, $192.58, and &160.49. Support Nerds Inc is a fake support scam. I want the above amounts canceled from my ***** card account. Thank you,*****************************

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