ComplaintsforMalwarebytes, Inc.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have reached out several times for a refund from this company as I did not want to continue their service this year. They said they would issue a refund if I stopped my investigation from ******, but ****** had already filed the complaint incorrectly so they found in favor of Malwarebytes. Now Malwarebytes won't answer my ticket for a refund. The bottom line is I should not have to pay for a service I don't want to use this year. Please help me get a refund from them. Transaction ID: ***************** Invoice *********** Amount: $42.39 USD i have submitted several tickets to them that have not been answered. They have a 60 day money back guarantee and it has been 30 days since I requested the refund.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/07) */ Hello ***, Thank you for reaching out. As requested a refund has been processed, please allow up to 5 business days to credit the account. take care Consumer Response /* (2000, 7, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 22 Malware charged me $43.17 to renew a subscription for their service. I've never heard of these people. I never authorized a purchase or a renewal. On Jan 26 I notified them by chat that I didn't want their service. They gave me ticket number XXXXXXX and someone would contact me. Haven't heard from anyone and they have a convoluted system to contact them. All I want is a refund and for them to not send me any more unsolicited services.

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/02/02) */ Hello *****, Thanks for reaching out. A refund was processed on 1/31/2022 and can take up to 6 business days to credit your account. Take care

• Initial Complaint

  01/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Their Reporting system is broken. I have tried speaking with them and emailing them to no avail. When you report a "phishing" or other call what normally would happen is they would say "Thanks" acknowledging the report, and within seconds it would be Showing up on your Recent Call List as "Malwarebytes Suspected Scammer" and the call you just reported would go onto the list of Reported Calls on Your own particular App Login. The call is not showing up on the list, and your Recent Call List is unaffected. I have tried working with someone or maybe it is a "Bot" Lija And have opened work order numbers (XXXXXXX) but they are unwilling to provide customer support for the product.

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/02/01) */ Hello *******, Thank you for reaching out to us. I have assigned another agent to follow up with you and work on the issue with you. Apologies for inconvenience, we will do what we can to make things right. Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello ****, There used to be a "Thanks" screen which popped up post reporting. And FYI nobody provided any information which is why I contacted the BBB in the first place. If you had "bothered to look at the pictures I provided you would find your information incorrect. II showed you my screen, and the beginning and end of the report list. The number is Not reported. I think if you can't get your stuff together I will report back to Apple that you ARE NOT what they recommend and quit paying for something that has turned to ****. Business Response /* (4000, 9, 2022/02/07) */ Hello *******, We are following up with the agent on your support case. Making note of what you sent here. Thanks Consumer Response /* (2000, 11, 2022/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 28, 2018, I cancelled a subscription with Malwarebytes and disabled auto-renew for future subscriptions. Malwarebytes failed to honor the account cancellation and the disabled auto-renew and continued to withdraw money from my account without authorization while failing to provide any merchandise or service for the money they withdrew. My 2018 cancelled subscription expired on August 7, 2019. On January 13, 2019, January 13, 2020, January 13, 2021, and January 13, 2022, Malwarebytes charged me $39.99. Additionally, they took $39.99 on January 13, 2018, and again on August 7, 2018, charging me twice in one year for an annual plan without authorization. I have notified Malwarebytes via their customer support portal, but they have failed to respond to my request for a refund and explanation. They have also prevented me from removing my payment information from their system. I have supporting document evidence for all facts as stated above.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/01/24) */ Hello, ******. The Malwarebytes Premium subscription you have purchased on January 13th, 2018, is a yearly subscription. According to our Terms and Conditions which were agreed to at the moment of purchase (attaching here screenshot of shopping cart outlining the automatic renewal terms), at the end of the license term, the subscription is renewed automatically in order to ensure the continuation of the service. The automatic renewal can be disabled at any time from your Malwarebytes My Account, by contacting Malwarebytes Support or by contacting the support team of our billing partners. Each year, 30 days prior to renewal date, we have also sent a renewal reminder to *************************. The notification informs the user of the upcoming charge (date & amount charged) and allows you to access the Malwarebytes My Account portal to stop payment. If no action is taken, the charge is applied as per the agreement. Reviewing our records, I can see that you have been refunded for the latest automatic renewal order ********* from January 13th, 2022. We cannot issue a refund for the previous years' orders as these are outside of our refund policy term. Concerning your claim of double charge, please note that, in 2018, you have purchased two Malwarebytes subscriptions with *************************. 1. Order ******** from August 7th, 2018 (license key ************************* For this subscription you disabled the automatic renewal on Aug 28, 2018 and it expired on August 7th, 2019. 2. Order ********* from January 13th, 2018 (license key ************************* This subscription was renewed yearly as follows: a. Order ********* from January 13th, 2019 b. Order ********* from January 13th, 2020 c. Order ********* from January 13th, 2021 d. Order ********* from January 13th, 2022 (refunded) You do not have any other subscriptions under ************************* and there will be no other Malwarebytes charges. Sincerely, Malwarebytes Support Consumer Response /* (3000, 7, 2022/02/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Malwarebytes did not process my subscription cancellation or when I disabled the auto-renew on 8/28/2018. Records show that I DID CANCEL all subscriptions in 2018. I did not purchase 2 subscriptions. Further, on 10/18/2018, Malwarebytes changed my subscription on their own without my knowledge or permission and continued charging me. I did not receive any notices for those charges. I will be moving forward with legal action and have notified my bank of this fraudulent activity. Business Response /* (4000, 9, 2022/02/02) */ Hello ******, Our automatic renewal can be disabled at any time from your Malwarebytes My Account, by contacting Malwarebytes Support or our support team of our billing partners. Email reminders are sent 30 days prior. We escalated internally and will refund for you those additional years. Please allow up to 7 business days to receive your refund.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My complaint is much the same as reviews that I read. The date of transaction was 12/7/2021.. The amount was $55.11 for Malwarebytes Premium. I had a subscription for just under a year, and when notice of renewal came up, I saw that they were charging me for 2 devices. I have just 1 They were advertising the same protection at a deep discount, so I checked it out. An email exchange with a person, and she advised that I apply for the new subscription, and when fulfilled, cancel the old one. I did, and it was confirmed. .both the cancellation and the new subscription. She gave me credit for the remaining 30 days toward the new subscription. All this correspondence was on their website email, so I don't have copies in my email boxes. So, I don't have the account #, but I do have the reference# XXXXXXXXX. Then, my next credit card statement had both the new subscription cost ($17), and the cancelled one too ($55.11). I've tried many times to contact then by phone and email with no success, wasting many hours. I've had enough of them. So, they have not been cooperative at all in trying to resolve this issue. To review, I'd like to cancel the old original subscription of $55.11, and keep the new one ($17) for now' I see in the reviews that once they have you on autopay, one can't cancel autopay, as they advertise. I see many people have the same complaint with no resolve. Once this new subscription runs out, I will never do business with them again. J I hope you can help. Limited fixed income here, so it's extra meaningful. Thank you. ***** *********

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/24) */ Hello, *****. We apologize for any inconvenience. I have checked the ticket you have opened with our support team (# XXXXXXX) on December 8, 2021 via phone call to our support team. You can find all the messages in the Inbox of your *************@yahoo.com address. Please look for an e-mail thread/e-mails with the subject line "Ticket # XXXXXXX Subscription Inquiry". According to the ticket history, the final agreement was to transfer the remaining time from the two-device, one year subscription (order XXXXXXXXX) to the newly purchased one device, one year subscription (XXXXXXXXX). This was done and the new expiration date for the new subscription is Feb 09, 2023. The charge you are referencing is for a different Malwarebytes subscription - order XXXXXXXXX, from Jan 07, 2022. Our records indicate that this charge has already been refunded on Jan 12, 2022, and the 53.11 USD has been refunded to your VISA card. At the moment, you only have one Malwarebytes subscription for one device that will expire on February 9th, 2023. Sincerely, Consumer Response /* (2000, 7, 2022/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I checked with VISA, and they confirmed that the $53.11 in question was returned to my account.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Malwarebytes sent me a renewal subscription alert to my email, I do not have have Malwarebytes and I closed that account last year or the year before. They still have my credit card on file even though I have no account with them?!? Malwarebytes said in the email they are going to automatically renew my subscription that no longer even exist and charge it to my card?!? I don't even have a way to log in because I have no account with them!! Why would a business take your money and hold onto your card info if you no longer use their services?? They said they will take this money from my card in February?? I sure hope someone gets back to me fast, every time I call I get put on hold and no one answers, you stay on hold, I have also emailed them many times with no answer but an automated response. The ticket number is XXXXXXX. Someone better get back to me quickly through email or by phone, I don't want this to escalate into a serious crime on their part, this is stealing!! When you don't have an account with a company they should never have your Card info.on file and send you renewal notices!! SMH!! Sincerely, * *********

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/12) */ Hello *******, Thanks for reaching out to us. As requested account has been disabled and no further charges will take place. On July 2021 a refund was provided to you for 21.60 USD since your laptop was no longer in service. Let us know if there is anything else we can do for you Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They had sent me a renewal that was a mistake. I have no account with this company and closed it out awhile ago. The sent me emails stating that my account is closed and no further charges will be charged. This is what their email said: Yes, I received your email and I was able to look over and backtrace it. This email was simply sent by mistake and is connected to the subscription that was terminated and refunded in July of 2021. It cannot and will not renew on February 1st. I have also contacted the billing processor to verify it is terminated. I apologize for the confusion this email caused, but you can rest assured you will not be charged. Please let me know if you have any other questions. Thank you, So I guess its closed now. Thanks

• Initial Complaint

  12/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 25, 2021, Malwarebytes made an unauthorized debit of my account for a 'renewal' of their services that I had specifically cancelled in November, 2021. At that time, I cancelled their services and checked the box to discontinue all automatic renewals. Malwarebytes closed my account and therefore I have no online access to Malwarebytes to verify the date my account was closed. The amount debited was $43.37.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/06) */ Hello ***, Thank you for reaching out, we will gladly assist. Per your request we processed the refund on January 5th, please allow up to 6 business days to credit the account. Thank you for your time

• Initial Complaint

  12/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a notification from Paypal about a charge for $39.99 charge on my account. I had cancelled my account with Malwares and was using the free service. I contacted paypal first who told me to call the phone number on the receipt with the invoice - XXX-XXX-XXXX. When I first called in, I was hung up on immediately. I called in again and spoke with someone who said her name was "*****". I explained to her that I needed a refund and she told me that she was the billing department and could not issue a refund (which made no sense to me, especially since I used to work in billing in a call center). I demanded a supervisor, and she said no and hung up. I called in again hoping to get someone else, yet it was her again. I told her that her behavior was unacceptable and demanded a supervisor, and she just hung up again. I submitted a case via paypal to get my money back and requested that they treat the transaction as fraudulent. I tried to call a different phone number on Malwarebytes website, but it said hours were closed.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/12/15) */ Hello ******, Thanks for reaching out. As requested we went ahead and refunded your recent renewal. Please allow 3-5 business days to credit the account Take care

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yesterday, December7, 2021 I was charged $39.99 for a software renewal. I did not ask for this renewal, and did not authorize any payment.I do not even have their software on my computer. Most likely I tried a free version at one time, but removed it. I simply would like my money back, and my name removed from their database. The Malwarebytes reference number is XXXXXXXXX.Evidently, the transaction is being handled by AVANGATE, INC. See attached documents for more details.

  Business response

  12/30/2021

  Business Response /* (1000, 5, 2021/12/15) */ Hello ******, Thanks for reaching out. As requested we have refunded and cancelled your subscription. Please allow 3-5 business to credit the account. Thank you for your patience

• Initial Complaint

  12/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a subscription to Malwarebytes to monitor any fraudulent activity on my PC. HOWEVER, I did NOT sign up for any AUTO-RENEWAL of said subscription, YET, these folks charged me an auto renewal fee to continue my "subscription". I filed my complaint on their website, received a "ticket #" stating that they would contact me shortly. Welllllll, THAT never happened, and that was 5 days ago. They are avoiding me like the PLAGUE because I want to CANCEL my subscription and have them REVERSE the charge to my account that (had I not checked my checking account online) would have caused an OVERDRAFT FEE. Their business practices of COMPLETELY IGNORING their clients is HIGHLY SUSPECT!

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/08) */ A refund was issued back to the Visa ending in **** on 12/6/2021. Please allow 5-7 business days for the funds to credit back to your Visa account. A confirmation email for the refund was sent from Malwarebytes Support to [email protected] on 12/06/2021 at 11:39 AM EST. Thank you! Consumer Response /* (2000, 7, 2021/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently, AFTER I filed my complaint with you, the B.B.B., they contacted me stating that they cancelled my auto renewal and will REFUND the auto renewal charge. HOWEVER, I have YET to see the refund on my checking account.

*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. ↩