Complain About Proton VPN - learn how to file a complaint

When you're ready to file a complaint, using the right channel is key. Proton VPN doesn't make it easy by offering a phone number, so you'll have to rely on digital methods.

Honestly, getting a quick reply can feel like a lottery. Here’s a realistic look at what you can expect.

🔍 Tips to Get a Quicker Response from a Complaint

• Be Specific: Instead of saying 'it's slow,' say 'my download speed drops to 1 Mbps on the New York server #12'.
• Include Your Details: Always provide your Proton VPN username and any relevant ticket numbers from past conversations.
• Use Social Media: If your email goes unanswered for more than 48 hours, post a polite but firm message on their X (Twitter) feed with your ticket number.
• Provide Logs: For technical issues, include diagnostic logs if you know how. It shows you're serious and helps them diagnose the problem faster.

If your initial complaint goes into a black hole, it's time to escalate. Since Proton VPN is a Swiss company, your options within the US are a bit different. Your best leverage is often public pressure or financial action.

1. Request a Supervisor: In your follow-up email, specifically ask for your ticket to be escalated to a senior support member or a manager. State that your issue has not been resolved by the initial contact.
2. File a BBB Complaint: You can file a complaint against their US entity with the Better Business Bureau. The BBB works, but prepare to wait. Proton VPN isn't obligated to respond, but many companies do to protect their reputation.
3. Initiate a Chargeback: For billing issues, this is your strongest move. If you were charged incorrectly or didn't receive the service you paid for, contact your credit card company or bank. Explain the situation and provide evidence (like your support emails). This often gets a company's attention immediately.

Email Template to Complain to Proton VPN

Subject: Formal Complaint: Unresolved Connection Issue - Account [[Your Username]]

To Whom It May Concern,

I am writing again to resolve an issue with my service. My original support ticket, [[Ticket #]], was submitted on [[Date]], and the problem remains unsolved.

My VPN connection on the [[City or Country]] servers consistently drops every 15-20 minutes, which makes the service completely unreliable for my work. Frankly, having to constantly reconnect and troubleshoot this on my own time has been incredibly frustrating, especially as a paying customer.

To resolve this, I need the connection stability to be fixed permanently within the next 48 hours. If that is not possible, I require a prorated refund for the remainder of my current billing cycle.

Please be aware that if this issue is not addressed, my next step will be to share my experience on public review sites and initiate a chargeback with my bank for services not rendered.

Thank you for your prompt attention to this matter.

[[Your Name]]

Pro Tips for Making Your Complaint Heard

• Use a Clear, Action-Oriented Subject Line: Don't just write 'Help'. Use something like: 'Urgent: Refund Request for Invoice #12345'. It gets sorted faster.
• Ask for Written Confirmation: Once they promise a refund or a fix, ask them to confirm it in writing in the same email thread. This creates a paper trail.
• Reference Their Own Policies: If you're asking for a refund, mention their 30-day money-back guarantee directly. It shows you've done your homework.
• Try the Reddit Trick: A user on r/ProtonVPN mentioned they got a response within an hour by sending a direct message to the official Proton VPN Reddit account after their email was ignored for three days. It's worth a shot.

Tired of sending detailed support tickets about slow server speeds, only to get a generic 'have you tried restarting?' email two days later? It's exhausting. You're paying for a service that should just work, not a part-time job as a troubleshooter. Sound familiar? Pine AI can take over the tedious back-and-forth for you. We handle the persistent follow-ups and formal communication needed to get your complaint in front of the right people. No more refreshing your inbox or wondering if they even read your message. Let us deal with the headache.