ComplaintsforMalwarebytes, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered that I wanted to discontinue my subscription for malware protection with this company. I deleted my information and account. The company still renewed my subscription.The company won't talk to me except through a live chat support that requires an online account. Because I deleted my account when I elected not to renew, I am now unable to recreate it to talk to the company. My problems with them are that I cannot contact them regarding my account problems because they do not talk to people without an account. Additionally, they renewed my subscription without my permission. I am unable to install their software on my phone because of the deleted account issue and I want the charge revoked.

  Business response

  06/11/2024

  Dear *******,

  We sincerely apologize for the inconvenience you have experienced with your subscription.

  We understand your frustration and have taken immediate action to address your concerns. We have refunded your latest automatic renewal order (*********) for $86.59. The funds will be returned to your **************** card within the next few business days.

  Additionally, we have disabled the auto-renewal feature on your account, ensuring that you will not be charged again in the future. A separate confirmation email about this has been automatically sent to **********************.

  Please accept our apologies for any trouble this has caused. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Best regards,

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A charge was made 3/30/2024 to renew a subscription that had, according to their website, auto-renew disabled, as shown in the screenshot attached. They also sent an email stating the subscription would expire in seven days, suggesting it would not auto-renew. The only way to cancel is by disabling auto-renew. Customer support stated that this was a visual bug on their end and still refused to process a full refund.

  Business response

  06/06/2024

  Dear *****,

  I am writing in response to your recent complaint regarding the renewal charge on your Malwarebytes subscription.

  First and foremost, I sincerely apologize for any inconvenience this situation has caused. We understand how frustrating it can be to experience unexpected charges. We will thoroughly investigate your interaction with our support team and the renewal notification you received. It is our priority to ensure such issues are resolved promptly and do not recur in the future.

  Regarding your refund, I am pleased to inform you that your order has now been fully refunded. A partial refund of $40.95 was processed on June 4th, and I have now issued a refund for the remaining amount of $13.48. Additionally, I can confirm that auto-renewal for your subscription is now disabled, and no further charges will be made to your account.

  Thank you for bringing this matter to our attention. If you have any further questions or concerns, please do not hesitate to reach out.
  

  Best regards,

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I can not cancel subscription from webpage or contact any support

  Business response

  06/06/2024

  Dear *****,

  I am writing in response to your recent complaint regarding difficulties in canceling your subscription and contacting support.

  First and foremost, I apologize for the inconvenience and frustration you have experienced. Your ability to manage your subscription easily and reach our support team is very important to us.

  I have reviewed your account and can confirm that your automatic renewal was stopped on May 27, 2024. You will not incur any further charges on your account.

  If you encounter any further issues or need assistance, please do not hesitate to contact us directly.

  We appreciate your patience and understanding.

  Best regards,

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did not receive a request from Malwarebytes about renewing an automatic subscription, either this year or last year. Recently, Malwarebytes charged my Target credit card $63.29 on April 1, 2024. Target is looking into the issue, but Target wants me to contact Malwarebytes to cancel the automatic renewal. I have tried to contact Malwarebytes to cancel the automatic renewal, but I cannot log-in to my account. My email has changed, yet the only way to contact Malwarebytes is through my old email. I used the online ** chat bot at Malewarebytes in an attempt to resolve this issue. The ** program just goes in circles, saying I should open a service ticket with my login information. I do not have this information, and cant access it with an old email. I asked the chat bot to connect me with a live agent. The only option for contact with a live agent is a week from now, on May 31. That is unacceptable customer service. I see that Malewarebytes has an F rating by the BBB. I understand why.

  Business response

  05/29/2024

  Hi *******,

  First let me apologize for the trouble you experienced, it is not our intention to make contacting support difficult. Phone appointments are limited and sometimes that does delay appointments for 5 or more days. However, any one is able to make an email based support ticket at anytime and these currently are being responded to ***** hours.

  Additionally, we do send reminders regarding upcoming auto-renewals 30 days before the renewal. Looking at your subscription I do see that the reminder was sent on March 2, 2024. 

  I have disabled the auto-renewal on your subscription as requested, and it will no longer renew automatically. 

  I will also reach out to you on support ticket ******* to request more information to assist with updating your email address.

  Best Regards,

  Malwarebytes Support

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a code on **** 2 months ago for malwarebytes security software. It consists of two key codes and in the new software they did away with the two code system and started only using one code - so i cant use my codes anymore because of that! also my code didnt expire so to keep using it you have to deactivate it first before taking it to another install of windows and then activate it - Ive had to do this a couple of times and it worked both times until just the other night. I think when I deactivated it malwarebytes intercepted and deactivated the code altogether since they saw how good I was holding on to these codes.. So This is fraud if you ask me and malwarebytes should pay a price for being invoked in this fraud!!!

  Business response

  05/29/2024

  Hello,

  I'm sorry to hear about the trouble you are having with your licenses purchased from ***** Unfortunately, we have not been selling licenses with a key & id for many years nor we do not sell our subscriptions on ***** This is likely the case of someone reselling our licenses without authorization.

  For customers, that do have subscriptions/licenses that do have the old Id and Key format while they are not able to be directly activated in our app valid subscriptions/licenses can be activated by adding them to your online account. 

  I will reach out to you directly in Support Ticket (*******) so we can review the licenses purchased from **** and the activation methods in detail so that we can help ensure you have a working subscription.

  Best Regards,

   

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to contact the business to cancel my renewal but I only got a robot that told me how to cancel. However it would not let me cancel until after it took the money out of my account and refund will not be given until the next year. I tried to schedule an appointment for a call and there are no appointments open for a call. It says there are no appts in May and does not give appts for *****

  Business response

  05/28/2024

  Dear *****,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. I apologize for any inconvenience you have experienced in trying to cancel your renewal and for the difficulties you faced with our AI chatbot.
  Based on your description, it seems you may have been charged for an automatic renewal of your Malwarebytes subscription. Our products are sold as subscriptions with auto-renewal terms clearly communicated in the terms of use and the shopping cart.

  To assist you further and locate your subscription, could you please provide the following information:
  - A different email address that you might have used when purchasing the subscription. or
  - The last four digits of the card that was charged and the date of the charge.

  Additionally, please note that we offer a 60-day money-back guarantee, and I will be happy to look into your refund request once we have the necessary details.

  Thank you for your cooperation, and I apologize again for any frustration this may have caused. We are committed to resolving this issue promptly.

  Best regards,

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I changed my email address about 2 years ago and I need to access my Malwarebytes account however in order to contact them or reset my password they will ONLY communicate with my old email which I not longer have access to.My request is very simple: I just need them to update my account email to my current email. OR if I can get an email address from the company so that I can explain my issue to them that would be great.I have exhausted all other options so please PLEASE help me. My new email is ********************** Thank you !

  Business response

  05/10/2024

  Hi *******,

  I'm sorry for the trouble you have had reaching out to us regarding updating your email address that is not the experience we want for our customers. I have created a support case for you #*******, and I will email you directly at your new email address so that we can work to have everything updated.

  Thank you,

  Malwarebytes Support

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a subscription to Malwarebytes which was due to renew in January 2024 for $47.69. On 12/19/2023 I received an email to renew at a slightly lower charge of $42.92 which I accepted. However, I was still charged 1/14/2024 for $47.69. I notified them of the two charges. After a week of not hearing from them I opened a dispute with Discover, my charge card company, who issued me a temporary refund of $47.69. After that Malwarebytes refunded the 12/19/2023 charge of $42.92. I closed the case with Discover thinking all was well because my charge of $47.69 was outstanding on my charge card. After that Malwarebytes informed me (3/1/2024) that they cancelled my subscription. On 2/28/2024 Discover reversed the temporary credit of $47.69 which still left a charge of $47.69 and no coverage by Malwarebytes. I have emailed been emailing Malwarebytes for four months about this issue. I have sent copies of emails I received from Discover and still I can't get any satisfaction. They refer my inquiries to different departments but still no resolution. I paid $47.69 for a subscription which has been cancelled. I have asked them to either reinstate my subscription or refund my money. Right now I'm not sure I want their subscription any longer, I just want my money back.

  Business response

  05/07/2024

  Hello *******, 

  I'm sorry to hear of the trouble you faced. I see you were able to open a support ticket and worked with **** to resolve your concern. Should you need any further help please feel free to reach out. 

  Regards, 

  Malwarebytes Support

  Customer response

  05/09/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 3, I re-upped my subscription Malwarebytes. About two weeks ago, I got a notice from un unrelated source that my computer might have been hacked so I tried to scan it using Malwarebytes. I was unable to scan it or view the report and noticed that it hadnt been scanned since I paid the subscription fee. I attempted to contact customer support by phone and online, and was unable to reach them. Online, I was required to get a pin number under the "contact us label, but there was no pin number. In attempting to get a PIN, my password was not accepted. I attempted to change the password, but got no email to do so, even though I get regular emails from Malwarebytes about news related to scams. After reading further that I needed to get a pin number after downloading ********************** admin. There was no downloadable Malwarebytes app online - regular or admin. I then found a site online that appeared to be Malwarebytes support, but I spoke with *****, from a site based in *****, and, when he told me he was going to install a firewall, I realized it was likely a setup for a scam - likely one in which he would access my computer - and hung up.I attempted to use the chat option, but none of the options were appropriate. In desperation, I called sales and left a message since there was no answer, but got no return call.I posted on ******** as a way to reach out to Malwarebytes that way, but received no response and, the next day, my post was missing.This is a copy of a letter I sent, and stated I would take further action if not heard by three weeks from the date of the letter (2/25/24)

  Business response

  04/01/2024

  Hello *****, 

  We are sorry to learn of your difficulty contacting us. In the future, the best way to connect with our support team is via the "Contact Us" option on our website. We offer support in the form of live chat, email or scheduled call requests. 

  Per your desired outcome, a refund has been issued for your most recent renewal charge. An email has been sent to you from us that details the refund amount and timeframe expectations. 

  Thank you for choosing Malwarebytes. We look forward to providing service to you in the future. 

  Malwarebytes Support 

  Customer response

  04/02/2024

   
  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. I also want them know that I have tried to reach them using many options, including, but not limited to the one they recommend. All were unsuccessful. I feel concerned that this business is a scam, but I accept the refund and the case is closed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for the service but was only using the free version. When I called the support number it told me to enter a pin. I don't have a pin and I couldn't find one in the program. Why can't I get through to your company? I just want to talk to someone about my charge.

  Business response

  02/26/2024

  Hello *****, 

  Firstly, I would like to apologize for the difficulty you had while trying to reach us. Based on the personal details you provided I've been unable to locate an associated account. I have emailed you personally to request more information so I can investigate your concern. 

  At your earliest convenience, please reply to the email. I look forward to hearing back from you so we can reach a resolution. 

  Regards, 

  Malwarebytes Support 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩