My wife has a subscription with PureVPN already for many years and in Januari renewed for another 5 years. My wife uses PureVPN to connect to her home country to access services there which she cannot access from where we live.
Venezuela has all this time been in the list of countries where it was able to connect to. A few days ago my wife noticed that Venezuela was not in the list anymore and I noticed PureVPN removed a lot of supported countries from their list.
Unfortunately, then the whole PureVPN service is not usable for us anymore. There we renewed for 5 years and the service of PureVPN has changed she asked for a refund of the remaining years.
But this was declined. http://www.purevpn.com/refund-policy.php is only talking about the first 31 days. But there is no policy about if there are changes in services.
So be aware that all these countries have been removed from the list
https://support.purevpn.com/important-announcement-we-are-removing-virtual-locations-from-the-purevpn-service
I do want to stress out that I believe that my wife has the right to cancel her account and receive a refund, because now she has to take a new account with a VPN provider that does support Venezuela.
Hey u/BeeFriendly4269, I’m sorry for the inconvenience your wife had to face.
We initiated the activity of discontinuing our Virtual Servers (which the Venezuelan server was a part of) in the first quarter of 2021. Prior to starting this, we ran multiple surveys and announcements as we understood that there was a certain majority that used our services specifically because of these servers. However, the decision was taken after months of back and forth with our customers.
Nonetheless, I absolutely understand your concern and if you can drop me a message along with your registered email address, I will try to initiate your refund on an exceptional basis.
Did you read the Terms of Service?
Company reserves the right:
To modify, add to, suspend, or delete any aspect of this Website orServices offered by us, in whole or in part, at our sole discretion atany time, with such modifications, additions or deletions beingimmediately effective. Such modifications, additions or deletions mayinclude but are not limited to content offered, hours of availability,live chat support, e-mail support, number of servers, availability ofservers, …
Do you actually need a physical server in Venezuela? With virtual servers there’s no guarantee that it is recognized as ‘Venezuela’ by all websites and geolocation databases. Maybe it was already seen as the physical location country?
To repeat: You’ve used “Venezuelan” server physically located in a nearby country all this time and it must’ve been good enough for you? Are you sure other providers will actually offer a physical server from Venezuela? I bet they won’t e.g. due to economical sanctions. If they offer a server, they may not disclose to you that it is a virtual server - again not 100% recognition by websites. Do you have a technical reason?
PS: 5 year plans are 5 year plans… I only paid one year in advance (not a PureVPN user)
I got charged by purevpn today even I didn’t renew my subscription for the coming year (they sent me an email on late July and said my account will be expired and I didn’t click for renewal but they still charge me).
I emailed them immediately but they refused to refund.
Purevpn records my credit card information and said it is a recurring payment and purevpn doesn’t want to refund me (as their guidelines is refund within 31 days of initial purchase). They initiate another purchase today without my authorisation and said I cannot cancel.
Saw many Reddit people faced the same unauthorised charge/ with no advance notice for payment process and authorisation. Afraid they will still charge me going forward and I find no button in purevpn website to delete my credit card/ cancel the account forever.
Let me add something to this - I have been waiting on PureVPN since Nov 19th for a refund, but got NO human response from them since Nov 20, 2021, 17:17 UTC.
Really bad…
Do you actually need a physical server in Venezuela? With virtual servers there’s no guarantee that it is recognized as ‘Venezuela’ by all websites and geolocation databases. Maybe it was already seen as the physical location country?
The whole idea behind discontinuing Virtual Servers was that virtual servers are somewhat unreliable. There is no constant speed but it varies a lot, moreover, there are connection drop-out issues as well when it comes to Virtual Servers.
You’ve used “Venezuelan” server physically located in a nearby country all this time and it must’ve been good enough for you?
Though we were using these servers previously we have discontinued them so that we can focus more on Physical Servers and provide a better and smooth connection experience. Since we can only speak for ourselves, PureVPN has had multiple Virtual Servers in the past, but be it our main website or the support center, we have always distinguished between the physical and virtual users so that there is always clarity on the user’s end. Nonetheless, I am still awaiting your message with your email address so I can investigate your case further and see what we can do regarding the refund.
Hey u/ITechFriendly, I am sorry this should clearly never happen. Can you please share your ticket number with me in chat? I’ll take a look and sort matters immediately!
No I was only replying to OP 
While I understand his situation personally I don’t see a technical need for them to be extremely worried.
This was resolved. Thank you.
Oh, my bad. I mistook you for the OP, thanks for the input!
While I understand his situation personally I don’t see a technical need for them to be extremely worried.