ComplaintsforMalwarebytes, Inc.

• 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 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I don't use their services anymore and don't have any computers to protect.Seller should prorate and refund at least $50.00 to my account.Whenever you call ************** you press 2 then 1 and then 1 again it will say " Our phone support is currently unavailable. We are sorry we missed you call" What a scam company I used their service since 2018 and now I am ready to cancel they are exhausting to the extent that I got tired and they keep my $59.99. I have attached few snapshots of phone calls I have made in Oct, November , Dec 2023 and Jan 2024.

  Business response

  02/20/2024

  Good Morning, 

  Firstly, I would like to apologize to you for the difficulty you've had while trying to reach our support team. I have attempted to contact you via the email address you provided, but I have not received a reply. If there is a different email address you would like to be contacted through, please let us know. 

  We look forward to addressing each of your concerns. 

  Regards, 

  Malwarebytes Support Team

  Customer response

  02/29/2024

   
  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

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on or about Nov.2023 I purchased antivirus and VNP from Malwarebytes. Was able to download antivirus on 2nd P.C.Couldn't get any help other than E-mail witch didn't work Also requested be contacted and was never answered. I'm paying for a services i'm not getting

  Business response

  02/07/2024

  Dear ******,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand that you have experienced difficulties with installing our VPN service on your second PC, alongside issues in reaching out for support. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address and resolve your concerns.

  We would like to inform you that we have received your ticket number ******* regarding these issues. Our records show that we responded to your inquiry on January 31st and followed up on February 5th, as we had not received a response from you. It is crucial for us to gather some diagnostic logs from your system to proceed with troubleshooting and ensure we can provide the appropriate assistance to resolve your issue effectively. The email sent from our support team contains detailed instructions on how to collect and send these logs to us. Following these instructions will allow us to understand the nature of the issue more clearly and tailor a solution to your specific case.

  Please check your email inbox (including any spam or junk folders) for our communications dated January 31st and February 5th. If you encounter any difficulties or have further questions, do not hesitate to reply directly to those emails or contact our support team for additional assistance.

  We look forward to hearing back from you and are eager to resolve this matter to your satisfaction. 

  Best regards,

  Customer response

  02/08/2024

   
  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

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company will not allow you to cancel the auto renew online. I contacted suppport twice and twice they claimed to cancel it. Out of frustration I delted my account.They are still attempting to charge my card and I cannot use their chat support because I do not have an account. They are shady in that they do not less you cancel and attempt to keep charging you.

  Business response

  02/05/2024

  Good Morning, 

  We are sorry to hear you had trouble disabling the auto-renewal feature of your subscription. Upon reviewing your account, I see you had requested a refund directly through our billing partner. A refund in the amount of $74.88 was issued on January 26, ****. Within 5-7 business days from that date you will see the refund reflect on your bank statement. 

  If there is anything we can do for you in the future please do not hesitate to reach out to us. 

  Sincerely, 

  Malwarebytes Support Team

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Malwarebytes an annual fee. Now I'm locked out of my account and the verification code their site keeps claiming to send isn't going to my email address, not my inbox or spam folder. I've opened multiple tickets requesting log-in help and the company has not responded. I can't get chat help because that requires a log in. I paid for the service; I want access to my account. Simple enough.

  Business response

  02/05/2024

  Hello *******, 

  I'd like to apologize for the trouble you experienced in regard to reaching our support team. I see you were able to successfully open a ticket (#*******) on January 17, ****. Last week you confirmed with us via email that your concern had been resolved. 

  Should you need any further assistance, please do not hesitate to contact us again. 

  Regards, 

  April - Malwarebytes Support 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Malwarebytes have FREE and pay programs for cyber security. I only have had the FREE one the past 2 years. I HAD the pay one in 2018. They have auto debited my card TWICE for 2 years worth of pad subscription despite numerous emails and chats to tell them STOP. There is no place online to cancel a subscription. They tell me no refund last year since 60 days have passed. I filed LAST YEAR to get it back and got the same slurry of emails as they did THIS year (ticket number *******). I filed w/Paypal as well. (***** last year and $48.77 this year!) SCAM!

  Business response

  01/26/2024

  Dear ****,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any confusion and inconvenience you have experienced with the billing of your Malwarebytes subscriptions.

  To clarify, Malwarebytes does offer a free version of our product, which is a courtesy service provided for users to clean already infected devices. It allows regular scans but does not include real-time protection, which is a feature of our paid subscriptions.
  

  Our paid subscriptions are sold on a yearly or bi-annual basis, as clearly stated on our website and in the shopping cart. We send at least one reminder email 30 days before the renewal date to give customers the opportunity to cancel their auto-renewal if they choose not to continue with the subscription.

  Upon reviewing your account associated with the email ******************* I found the following details:
  1. Your first subscription (order number ********) was purchased on February 28, 2018. A renewal reminder was sent on January 29, 2019, after which you successfully disabled the automatic renewal.
  2. Your second yearly subscription (order number *********) was purchased on January 3, 2023. A renewal notification was sent on December 3, 2023, and since the renewal was not disabled, you were charged for the renewal on January 2, **** (order number *********). We have noted a claim from PayPal regarding this transaction. When a transaction is disputed, the payment service provider investigates the claim, and the disputed amount is withheld from Malwarebytes pending the outcome. During this period, if we processed a refund, the order would be refunded twice: once by Malwarebytes, and once by your bank/payment service provider, for the dispute. If the dispute is resolved in your favor, a refund will be processed. You have the option to either allow the investigation to continue or close the dispute with your bank/payment service provider. Once the dispute is closed, we can issue a refund directly.

  Regarding refunds for the previous orders (******** from 2018 and ********* from 2023), I regret to inform you that these are significantly outside our 60-day money-back guarantee period, and as such, we are unable to issue refunds for these orders. Our refund policy is designed to give customers ample time to evaluate our products and services, but it does have a set limit to ensure fairness and operational efficiency.

  Regarding your communication history, we have records of ticket ******* from November 22, 2018, where you requested assistance for reinstalling Malwarebytes on your Mac, and ticket ******* from January 3, 2023, where you requested a refund for the chargeback, which was explained in line with our response to the PayPal dispute.
  

  If there are any other ways we can assist you or if you have further questions about our products or policies, please don't hesitate to let us know.
  

  Best regards,

  Customer response

  01/30/2024

   
  Complaint: 21158467
  
  I am rejecting this response because: They have REFUSED to refund me unless DROP a complaint? They have no way to cancel this auto renewal online that I have seen and called about for help. To 'activate'? Not explained anywhere and I ASSUMED it means to activate as in make the account active. I never punched that and was charged anyway. It is STILL not activated. YET I am paying and no refund. I called the business and they do not take consumer calls. You are referred back to the website by message at that option: ************. PayPal took no responsibility saying it's up to MY BANK? So, if my BANK refunds me then ************ *** gets away with ripping me off 2 years in a row!!? NO. This COMPANY needs to refund me. We are within the 60 days. REFUND ME NOW. There is NO place on the website to do this except 'request a refund'--which I did and they are not cooperating at all. My computer crashed when I called several years ago and I was trying to activate the paid one--never activated and the never refused then either. RIP OFF company. Never EVER again.
  Sincerely,
  
  *******************************

  Business response

  02/07/2024

  Hello.

  Thank you for reaching out to us regarding your refund request. I want to clarify that we are not denying your refund. As mentioned in our previous correspondence, your order qualifies for a refund under our 60-day money-back guarantee policy. However, the initiation of a dispute with PayPal alters the refund process significantly.

  Upon filing a dispute, PayPal temporarily deducts the disputed amount from our account in this case, the $47.11 you were charged and holds it pending the outcome of their investigation into the dispute. Should PayPal resolve the dispute in your favor, the debited amount is returned to you. Conversely, if the dispute is resolved in our favor, the funds are returned to our account.
  

  Issuing a refund from our end while the PayPal dispute is ongoing could result in you receiving a double refund: one directly from us and another through PayPal, should they decide in your favor. It's worth noting that the majority of disputes are typically resolved in favor of the account holder by PayPal, suggesting a likelihood that you will receive your funds back through their process.

  In the unlikely event that PayPal resolves the dispute in our favor, please rest assured that we are fully committed to honoring our refund policy by ensuring you receive your money back.

  We appreciate your understanding and patience as we navigate through this process. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

  Best regards,

  Customer response

  02/09/2024

   
  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. I will await the refund from PayPal BUT if they deny it after closing this complaint, I will re-file.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I can not cancel subscription from webpage or contact any support

  Business response

  01/26/2024

  Dear *******,

  I hope this message finds you well.
  
  I am writing to confirm that the refund for your Malwarebytes subscription has been successfully processed. The ***** USD will been credited back to the card used for the original purchase. Depending on your bank's processing times, it may take a few business days for the refund to reflect in your account statement.
  
  Thank you for choosing Malwarebytes. We hope to have the opportunity to serve you again in the future.
  
  Sincerely,

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit cards continue to be charged for bogus subscriptions that were NEVER ordered. Malwarbytes' pop-up marketing is apparently set up in a way that can be easily mistaken as just a link for information, but actually sets the person up for some type of subscription. I have NEVER intentionally purchased one of their products, yet I continue to have to dispute charges that they have made on my account. And, to make things worse, they have NO WAY to directly contact them for resolution. Any form they have requires a log in, to "Your Account", which I DO NOT HAVE any record for. I continue to have to close down accounts, and dispute charges with my credit card carrier, just to keep from being pick-pocketed every few months! I am sick of seeing their name on every dispute I have to file in order to keep my money! I DO NOT WANT ANYTHING FROM THEM, except to get off my computer, and leave me alone!

  Business response

  01/26/2024

  Dear ****,
  I am reaching out from Malwarebytes in response to your complaint filed with the Better Business Bureau. I want to express our sincere apologies for inconvenience you have experienced with charges related to our products. I am here to assist you with your refund inquiry.

  Firstly, I would like to clarify that Malwarebytes products are indeed sold as subscriptions. These subscriptions are set to automatically renew at the end of each term until cancelled by the customer. This approach is designed to ensure continuous protection without interruption. We do send at least one reminder email 30 days before the renewal, to the email address associated with the subscription, allowing customers to opt out if they no longer require the service.

  Upon reviewing our records, I regret to inform you that I am unable to locate any recent charges under your name, *******************, or the provided email address, **************** The only order I found matching these details is from May 18th, 2016 (order number ********), which was refunded on June 9th, 2016. 

  To assist you further and resolve this matter effectively, could you please provide the last four digits of the card that was charged, along with the date, amount, and description of the charge? This information is crucial for us to investigate the charges you mentioned.

  Looking forward to your reply,

  Sincerely,

*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. ↩