ComplaintsforMalwarebytes, Inc.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A charge for 47.24 appeared on my credit card listed as ***.com@malwarebytes. This charge was not requested or authorized. Contacting malwarebytes their customer service department refused to do any investigation, simply saying it was impossible and there was nothing they could do. They proceeded to use abusive language and saying to 'try it' when I said I was disputing this charge and reporting their company. The customer service agent also claimed he had no supervisor and any charges were not refundable. This was allegedly for a subscription, but there is no subscription for me listed on their website.

  Business response

  08/12/2021

  Consumer Response /* (2000, 6, 2021/08/05) */ I managed to resolve this with malwarebytes. The root of the problem was a bogus website that was acting as a malwarebytes customer service center, with a 1-800 number that was illegitimate. I gave this number to malwarebytes for them to take action. The charge was due to a billing error that has now been resolved, and a refund has been issued. This complaint can now be closed.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I discovered on July 27, 2021 an unknown Debit to my checking Account. Upon review, I discovered that is was related to a Malwarebytes annual subscription renewal which I did not authorize. After extensive research, I discovered that I had been covertly charged for this subscription for the past 4 years. The company had been charging my PayPal account under the pseudo business names of ********, ************* in the amount of $69.99 per year. I have been charged a total of $279.96 fraudulently. I did not know I even had an account with Malwarebytes until July 28, 2021. As you will see in the attached documentation, since I did not know that an account had been setup in my name, I never activated or used the subscription AT ALL. In the attached documentation, you will see that the "Enable Auto Renewal" was never Enable, but Malwarebytes since has automatically been renewing this subscription I never used or authorized. I have tried to resolve this issue with the company.

  Business response

  10/01/2021

  Business Response /* (1000, 14, 2021/10/01) */ Hello. We would like to provide further updates concerning this complaint. We have been in contact with the customer in Aug 23rd through a support ticket opened with Malwarebytes Support (ticket ID *******). The customer had a yearly subscription with Malwarebytes Premium. This renewal was set to auto-renewal. We send renewal notifications 30 days prior to the charge date informing the customer of the upcoming charges and allowing them to opt out of any payments if they so choose to do. Unfortunately, these notifications have never been actioned and the automatic renewal was not stopped. Nonetheless, we have refunded all orders by issuing a refund check to the customer with the below details. Amount: 279.96 USD Address where check was sent: ************************************************************************* Thank you. ********** Malwarebytes Support Business Response /* (1000, 14, 2021/10/01) */ Hello. We would like to provide further updates concerning this complaint. We have been in contact with the customer in Aug 23rd through a support ticket opened with Malwarebytes Support (ticket ID 3536874). The customer had a yearly subscription with Malwarebytes Premium. This renewal was set to auto-renewal. We send renewal notifications 30 days prior to the charge date informing the customer of the upcoming charges and allowing them to opt out of any payments if they so choose to do. Unfortunately, these notifications have never been actioned and the automatic renewal was not stopped. Nonetheless, we have refunded all orders by issuing a refund check to the customer with the below details. Amount: 279.96 USD Address where check was sent: ********************************************************************************************************************* Consumer Response /* (2000, 21, 2021/11/09) */ I want to personally Thank the Better Business Bureau for assisting in resolving these unauthorized charges.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have emailed Malwarebytes twice with only a ticket email reponse but no action on my request. I have been a customer for over 6 years with them. I recently switched from a laptop to a PC and I need them to deactivate my account on the laptop and reactivate my active account on my PC. I have a new email address. I try to do it myself by logging in my license number but when I do it wants to send a verification code to my OLD nonworking email address. Therefore, I am stuck. I cannot get into my account profile to change my email address to the NEW one and so even though I have my license # and can log it in, it wants to verify at the OLD email. I have emailed their support service TWICE stating all of the above and all I get is 2 emails with a ticket# telling me they will be in touch with me. Nothing. No calls (I left my telephone number), no emails to me, no help with my PAID Malwarebytes service on my PC. I am a PAYING customer and cannot get my service.

  Business response

  10/01/2021

  Business Response /* (1000, 15, 2021/10/01) */ Hello. We would like to provide some updates concerning the below complaint. Upon reviewing our records, we have discovered the following: On July 27th, 2021, the customer has opened a ticket with Malwarebytes Support about not being able to access Malwarebytes My Account - to login, for security purposes, we e-mail a one-time password to the address on file; as the e-mail address we had on file was not a valid one anymore, the customer was unable to receive the code and access her account. For security purposes, as the My Account has personal and payment information, we have requested the customer additional information to verify the identify which they provided. Between this and us replying to the customer's information update, they had contacted the support team for our payment provider (************) and requested a refund for the subscription. When a refund is processed, the license key is no longer available for use. We will contact the customer with a courtesy free 1-year license key for Malwarebytes Premium & instructions on how to access their Malwarebytes My Account. Sincerely, ********** Malwarebytes Support

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