ComplaintsforMalwarebytes, Inc.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Malwarebytes informed me via email on10/22/2021 that they intend to auto- renew a subscription for a software package that I do not need. I fact- I don't even have that computer anymore. My problem is there doesn't seem to be a way to turn off the auto-subscription. I have to log into my account but my password doesn't work. I've submitted a request to reset my password but I don't get the validation email from Malwarebytes. I have checked my junk folder and I'm not blocking them because I received other emails from Malwarebytes. I've submitting a service request but have gotten no response. I've searched for reviewed of Malwarebytes and found that many other people have been charged yearly for years without being able to stop it.

  Business response

  07/20/2022

  Business Response /* (1000, 5, 2021/10/27) */ Hello ****, Thank you for reaching out. As requested auto renewal has been turned off. Thank you for your time Consumer Response /* (2000, 7, 2021/11/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am accepting the business response because they have indicated the auto-renew has been turned off. Of course- If I find that I am automatically charged in the future I will request this complaint be re-opened. Respectfully, ** *****

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Malwarebytes, **** ************************** ***** *****, ** XXXXX Approximately 9-28-21 my husband canceled our account and renewal at Malwarebytes including all log-in and auto-renewal requests. Today, 10-20-21 Malwarebytes charged our credit card for renewal. I am going to dispute the charges, but need to file a report with you because I am sure Malwarebytes is doing this to a lot of people. Mrs. *******

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/20) */ Hello, As requested refund has been processed. Please allow up to 7 business days to credit the account. Thank you for your time

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a lot of trouble trying to get a simple refund from the product that was offered this purchase took place yesterday (10-18-2021) and I have removed the product Malwarebytes from my computer because it is not comparable with other installs namely my *********. Their is only someone answering the phone that says they only do the billing but they will not or can not transfer you to billing for a refund. Trying to get the website to complete this simple task is a runaround and instant messaging nightmare it's all impossible it seems.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2021/10/20) */ Hello *******, As requested refund has been processed while canceling your subscription. No further charges will take place, please allow up to 7 business days to credit the account. Thank you for your time Consumer Response /* (2000, 7, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received my refund, not before mentioned other than compatibility issues was the software was not the same as the limited time sample and when I purchased and opting for monthly payment the payment for one year was taken that is not acceptable.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to cancel my auto renewal with this company. The website refuses to allow cancelation, the phone number had a message to go back to the website. I have tried to cancel through my credit card and they are unable to assist at this time. I just want the payments to stop.

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/20) */ Hello *******, Thank you for reaching out. As requested your subscription has been refunded and cancelled. Please allow up to 7 business days to credit the account Thank you for your time

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I subscribed to MALWARE BYTES a several years ago. I tried calling them to cancel the automatic renewal but you cannot reach a live person and are directed to their email support. I did that and asked to be canceled as well as using their email account renewal cancellation. That didn't work so I sent them several emails telling them to cancel. They responded saying they did so. I just checked and they have not canceled it. This appears to be one of the scams where once you join you can't cancel.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2021/10/12) */ Hello, *****. I have checked our records and it appears that the automatic renewal feature for your subscription has been cancelled on May 12, 2021 as per your written request. Reading your *************** Inquiry, it appears that you might also be looking for a refund on the latest automatic renewal charge - order ********* from May 2021. I apologize for any miscommunication. Since the e-mail submitted to our support team only referenced the cancellation of the automatic renewal, the order was not reversed. I have processed a refund for order ********* and the funds will be returned to your ****** account in 1 business day. There will be no future payments for your Malwarebytes subscription. Sincerely, ********** Malwarebytes Support

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a subscription to Malwarebytes. It has been working in the background with no problems for a while. I am guessing that within the last few application updates something was changed on how the software checks for new application updates and notifies the user about those new application updates. I have application updates turned off. I also have notify me when a new version becomes available turned off. The software continues to check for application updates and even worse it gives me notifications about the application update. I have filed several support tickets about the issue and nothing has been done. I even updated after it said I needed to update and the very next day I received the notification again. This is a hassle for me when I only update software once a month. I do not understand how the developers cannot find and fix the problem. How many lines of code does the application have that is checking for updates? ********************************************

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2021/10/06) */ Hello *****, Our apologies that the issue has not yet been resolved. I have asked one of our Support Team Leads to call you at the number you provided in this request so she can gather what she needs to further troubleshoot the issue. You should be hearing from her soon via support ticket *******. Thank you for choosing Malwarebytes ******** Senior Manager Malwarebytes Support

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Malwarebytes will not allow me to cancel my 30 day free trial. I can not email, phone, or chat with their so called customer service. Online there is no way to stop them from charging my credit card after 30 days unless I cancel my credit card. They should not be allowed to advertise a 30 day free trial if you are unhappy with their service.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2021/09/24) */ Hello, ***** I am sorry you are experiencing difficulties in stopping the automatic renewal for your subscription. I have checked our records and I can see that you have purchased a Malwarebytes subscription through Yahoo. Please be advised that billing and subscription support for your account is done by ***** directly. To cancel the automatic renewal, please choose one of the following: Log into your ***** account at https:************************************************ and opt out of the automatic renewal Contact ***** directly using the details from *********************** Sincerely, ********** Malwarebytes Support

• Initial Complaint

  08/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello! I am very angry that I was charget 84.99 for a purchase that I didn't even make! I have never subscribed to Malwarebytes! On my account there are no subscriptions, no purchases, no auto payment, I used the free version a year ago! I tried to call the support service, they don't answer. I want a refund, please help me!

  Business response

  09/22/2021

  Business Response /* (1000, 8, 2021/09/09) */ Hello, *******. I am sorry to hear that you were charged and will be more than happy to assist with a refund. Our products are sold on a subscription basis - one or two years subscriptions that get automatically renewed at the end of the license term. I have tried locating your account to stop the renewal and issue a refund but could not find any orders under the details provided in the BBB letter - ******* ******* or *************@yahoo.com (also tried **************@yahoo.com, in case there was at type on the BBB notification). Can you please provide me with the first and last 4 digits of the card billed and the date of charge so I may find the transaction and cancel it? Thank you. ******* R. Malwarebytes Support

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It seems I'm being double or triple billed by Malwarebytes and all efforts to contact them have failed. I can't even sign in to their user forum. I hope BBB can help me contact Malwarebytes. If not, I'd like to let other potential customers for their service know that their customer service sets a new standard for atrociousness. There's no way of contacting them if you have a problem.

  Business response

  10/20/2022

  Business Response /* (1000, 8, 2021/08/31) */ Hello, *******. I would be more than happy to review your subscription history and refund any licenses that have been purchased but not used. However, with ********************, I can only locate one subscription that expired in 2019, with order number*********** Please provide me with any of the following: - Alternative e-mail address which might have been used to place the order. - First and last 4 digits of the card charged, alongside the dates and amounts charged. Our support team is available via our support website (********************************** you can get to this also from our main website -*********************, Support Section). You can get in touch with us: - clicking on the blue dot available on every page of the support side - sending us a message through: ****************************************************** Looking forward to your reply. Daniela

• Initial Complaint

  08/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my credit card was charged by Malwarebytes on 6/30 for having their software. i did not have it I paid the card and they have the money contacted them for return of the money, then they tell me have another charge covering 2 devices which don't. it seems that they took the money on that one telling me in both cases that i am wrong giving me a bunch egobblygook saying in computer ease what they are willing to do to rectify there inability to deal with which the problems of returning the money to my card. when absolutely persisted they put a second person on it sending me in circles. prior to all this I got a new download and paid. i am presently using the software and very happy with it. Now they THREATENED ME which i take as a physical act. and went into my computer and pulled out items having nothing to do with this problem. MY PHOTO AND ALL INFO of A PERSONAL NATURE FROM GOOGLE. and put on the internet.

  Business response

  09/21/2021

  Business Response /* (1000, 8, 2021/08/31) */ Hello, ******. I have read your BBB complaint and I apologize for the situation. I have reviewed the ticket submitted to our support team from [email protected]. As this e-mail address does not exist in our records, the support agent that handled the ticket have requested for more information to locate the charge and take the appropriate action - in this case, per your request, it would be refunding the charge. I am attaching a copy of the support ticket, including the replies from the Malwarebytes support agent. No information from the agent's response has been edited, however some personal information has been removed for security purposes (concerning Malwarebytes employees). We have never threatened our customers so I would very interested if you can provide me with more details about this. In the meantime, I would be more than happy to refund any charges from Malwarebytes. I would first need to identify them in our system. Please provide me with the below and I will initiate the refund process: - First and last 4 digits of card charged - Exact amount of charge. Thank you & looking forward to hearing from you. Daniela Consumer Response /* (3000, 10, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) i have already given (emailed) the dates and $$ charges of any records of payment by me to Malwarebytes during the entire year starting 1/1/2021 ending August 31, 2021 of this year this century. I WILL NOT provide them with my card numbers as they requested they already have it (they are incompetent). As far as threatening me it was done by them showing on my screen and TELLING me they have a contract with Google and can get my personal info and picture and post it. based on this present correspondence malware has not given updated info to you BBB. in the mail i sent them, they already have all the credit card info dates and charges and what THEY HAVE TO DO to rectify their problem with me. As far as threats it was the first (initial) individual of three on this case who did it and wrote on my screen of malware contractual abilities with google and posted this info on my screen without me being able to copy it. all my requirements were posted in the email i sent. Business Response /* (4000, 12, 2021/09/09) */ Hello, ******. Thank you for getting back to us. I have checked the tickets submitted with Malwarebytes Support and none of them include the card information. We do not require the full card number. Ideally, we would need the first 4 and last 4 digits. However, we can also try to use just the last 4 digits. If you do no wish to provide this, you can try disputing the charge directly through your bank. Concerning your last mention - "As far as threats it was the first (initial) individual of three on this case who did it and wrote on my screen of malware contractual abilities with google and posted this info on my screen without me being able to copy it. all my requirements were posted in the email i sent." - I am afraid that this might have been a company pretending to be Malwarebytes. Unfortunately, scammers will pretend to call from Malwarebytes and offer tech support services for your devices. We have an article on our blog to offer more details about how these scammers operate: ************************************************* Malwarebytes does not: - Call customers to sell products. - Log in remotely to computers and demand full access with the purpose of fixing your device. Thank you & looking forward to your reply. *******

*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. ↩