ComplaintsforMalwarebytes, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/1/24 -- My iPad was invaded this morning. I have Malwarebytes on my desktop and wanted it included on my iPad. I went to their website to get a device added, but couldn't see how to do it. Their Chat was no help. Because they are of no help, I purchased an upgrade, hoping that would allow me to add a second device. But it didn't. After purchasing, I'm told through Chat that I can't scan the iPad for malware, which I previously told them I had. Through Chat, all I'm being told is that they can cancel my whole subscription. And if I don't, I'll be charged the Premium Package indefinitely.I want someone to call me. I want Malwarebytes on my iPad. If that isn't possible, I want my old subscription back. Attached is a replication of the emails through Chat that I had with them today.This company is zero on customer support.

  Business response

  07/05/2024

  Hello *****, 

  We are sorry to hear of your trouble reaching us. A support ticket has been created on your behalf. I see you are actively working with an agent to reach resolution. Should you need any further help, please reply to the email you received. 

  Thank you, 

  Malwarebytes Support 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cannot get past their ChatBot because it tells me I need to login to my account which I am unable to do. I want to cancel two accounts. First for Windows, id=ColinUSA, password unknown, email: *********************** I don't know any particulars on the second account except it is on our Mac laptop. The email on that one might be *********************** I even tried to schedule a phone call but was given only two choices both a week away for June 27. I could not schedule an appointment for July since their calendar was unable to look that far ahead.

  Business response

  07/02/2024

  Hello *****, 

  We are sorry to hear of the troubles you encountered while trying to reach us. We created support ticket on your behalf and I see you were able to work with an agent to reach a resolution. Should you need further assistance, please do not hesitate to reach out. 

  Regards, 

  Malwarebytes Support

  Customer response

  07/02/2024

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a life-time subscription to Malwarebytes n 2009. I attempted to re-install the license. It did not work and after several email exchanges, the company refused to provide support for the product.

  Business response

  06/18/2024

  Hello ***, 

  We are sorry to hear of your struggles you encountered while attempting to resolve your concern. I see you currently have an open support ticket with us and are working with an agent to reach resolution. 

  Should you need any further help, please be sure to let us know. 

  Regards, 

  Malwarebytes Support

   

• 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

*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. ↩