Nord Refusing to Refund Fraudulent Charges

VPN
1

I caught several small charges on my credit card, and contacted Nord. I have never used Nord, and neither has anyone else in my family. They were for 13.99 in Oct, Nov, and Dec and the original charge was in June. We just caught them last week. They provided me the email used for the account, and it is not one that anyone in my household uses. I said they are fraudulent charges and the account needs to be terminated. They escalated it to the billing team, and below is their reply.

We are contacting you as a follow-up to your recent inquiry regarding the payments to NordVPN that you claim to have not authorized.

Our advanced billing team has reviewed the payments on your account and they do not seem to be fraudulent.

That being said, unfortunately, we will not be able to refund your payments as our 30-day money-back guarantee applies to the initial purchase only.

This period is for customers to evaluate the features of our product risk-free. After a subscription period of 1 month, 6 months, or 1 year, we would assume that the customer knows our features, uses the product, and agrees to our Terms of Service.

Nonetheless, we can confirm that your recurring subscription has been canceled. You will no longer be charged unless you subscribe to our service again.

Let us know if you have any further questions.

I replied asking for logs or IPs that show it to be from any of my devices, and I asked for the request to be escalated.

Has anyone dealt with this? Seems like Nord is a pretty crappy company to just assume that the charges are real after I provided all the details of the charges and card number. I understand it’s just $50, but why should they keep money when someone used a stolen CC that happens to belong to me?

2

If your credit card have been used by others – start by cancelling it.

And – make the claim of refund through you credit card company instead of through NordVPN.

3

This isn’t a NORD problem, you’ve been hacked or something. That’s not on Nord. You should take it up with your credit card company.
It took you 3 months to read your own CC billing statements?

4

Looks like someone used your card information to sign up for Nord, that’s something you need to discuss with your bank, not merchant. You can’t just say that multiple months charges are fraudulent and expect a no hassle refund from any company. If you never used Nord they didn’t steal your card, it’s not their fault.

5

You should be worried that someone has had your card details since October and consider yourself very lucky if a subscription to Nord is the only thing they’ve used it for.

6

I’m going to be honest OP, this sounds like someone in your household or someone you know that used your card.

No hacker is going to go through all of that to get your credit card information, just to buy a NordVPN subscription. I’m going with 95% certainty that the person is a family member and they didn’t expect you to notice $13.99 a month charges.

Has anyone dealt with this? Seems like Nord is a pretty crappy company to just assume that the charges are real after I provided all the details of the charges and card number. I understand it’s just $50, but why should they keep money when someone used a stolen CC that happens to belong to me?

To them, the payment went through as if it was you, so of course they’re not going to refund you, especially after that long.

But like I said, I’m pretty sure someone in your close proximity used your card. If a hacker got your credit card, the last thing they would do is buy NordVPN. Lol

7

Actually, it does sound possible someone has made a mistake signing up if Nord has a legitimate email from them. Ask Nord if they’ve contacted that person because they might be thinking their lucks’ in if their trial hasn’t come to an end. Why complain if it’s still free?

8

This seems like a case of stolen cc info and has nothing to do with Nord.
You should do a charge back through your bank and change your CC immediately because it may be used elsewhere with the stolen info.

9

This isn’t a nord problem, this is a problem between you and your credit card issuer. Call them.

10

I tried using Nord a few years back. Got an email one day saying that my method of payment was rejected and I’d need to update it if I was going to keep my subscription going. Somehow, my account got hacked and the hackers left everything the way it was except for the payment method. They changed it to bitcoin or crypto. I’ve never used that before, don’t know much of anything about it. I reached out to the Nord team and told them I think I’ve been hacked. First the guy I was talking to was saying I was wrong and nothing looks wrong on my account. Pointed out to him that I’ve been using the same payment method for however long and why would I change it to something that I know nothing about just out of the blue. He apologized as he had the wrong account open on his screen supposedly and was all “oh yeah. You got hacked”. You don’t say?! Haven’t gone back to them since.

11

What name came up on your credit statement? Most company’s have an obvious business name for billing. Curious because I think I found a strange charge as well.

12

It’s a crappy shady company for sure but this might have nothing to do with them.

13

Yes, I already talked to the bank. The card is locked, while I was seeing if Nord was going to give us a refund. Nord seemed helpful during the initial chat, and I thought it was obvious from what they saw on their end that it was a fake account. I guess not. They quickly shut it down, and sent it to the billing team, which responded that the charges are legit. Oh well, I guess file a dispute officially.

14

Unfortunately, the transactions were missed since they were along with many other small charges. The Nord chat seemed helpful, and I thought they were in agreement that charges were fraudulent or that they could tell something on their side about the account. Guess not. Oh well, I guess file a card dispute officially.

15

Right, they didn’t steal the digits. They seemed helpful, and I figured they had a process for dealing with fraudulent accounts since they were willing to shut it down, and that I didn’t want the email address changed from random to mine. Oh well, I’ll take it up with the bank.

16

This 100%. Really glad of that!

17

I’ve considered this. Except it’s the teen’s debit card. Why involve your parent if it’s your own money? I found the gap between the first charge and the subscription to be odd as well.

18

The fact that it’s just a few charges does make it seem possible that it was an honest mistake. I guess we will see if they reply back to my email asking for evidence or logs or some proof showing that the charges are legit. I assume the other person will find out the next time they try to access the account.

19

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20

Contacted the bank already. What is CF? Did you mean CC as in credit card or something else?