Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/03/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My situation with MalwareBytes is; My Laptop got reimage with Windows due to crashing. So my Malwarebytes did not get deactivated during the process so when the laptop got done i needed to reload Mewarebyes but I was Unable to do it. So i went to get help from their support twice in two different dates and still nothing. All I need is Mewarebytes to deactivated from their site and then i could activated on my end. I told them i had all the necessary software key code and ID.

  

  Business Response

  Date: 07/12/2026

  Hi, 
  
  Thank you for giving us the chance to address this situation. After reviewing your ticket REMOVED, it seems we removed the old device and updated your email in our system.

  We have not heard back from you since July 6th. Please confirm whether any further action is required on our end; we would be happy to assist further to ensure a smooth transfer of your device and its activation.

  Customer Answer

  Date: 07/13/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:05/21/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 21, 2026 I cannot login and make changes to my account because I changed my email address and cant receive the code.

  

  Business Response

  Date: 05/30/2026

  Hi,
  
  We can see that you are currently engaged with our support team and that your account is actively being validated under case number REMOVED. We want to assure you that our team is working diligently to get this resolved for you as quickly as possible.
  
  We appreciate your cooperation during the validation process and remain committed to finding a suitable resolution. Our team will continue to be in touch with you directly as we work through the next steps together.
  
  Thank you for giving us the opportunity to make this right we value you as a customer and are here to help.
  

• Initial Complaint

  Date:04/29/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Malwarebytes sabotaged my gmx emails account and they keep lying. And REMOVEDcannot be contacted. And you sent false codes.

  

  Business Response

  Date: 04/30/2026

  Thank you for reaching out. We can see that you currently have an open ticket in our Support queue, Ticket ID: REMOVED, and that you've been experiencing some difficulty.
  
  We want to make sure we fully understand your concern so we can address it properly. At this time, we aren't entirely clear on the specific issue you're encountering. We kindly ask that you respond directly to the support agent already assisting you via your existing ticket so we can take a closer look.
  
  Once we have a bit more detail, we will do everything we can to investigate what happened and work toward a resolution for you.
  
  Thank you for your patience, and we look forward to hearing from you on the support inquiry.

• Initial Complaint

  Date:04/13/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im trying to cancel Malwarebytes and I cant understand how to cancel they make it difficult to cancel

  

  Business Response

  Date: 04/15/2026

  Thank you for your inquiry.

  
  After reviewing your account, we can confirm that you have successfully opened a support ticket REMOVEDwith our team. We have also processed a cancellation of future billing for your subscription.
  
  At this time, your request falls outside of our refund policy, and we are unable to issue a refund. We understand this may not be the outcome you were hoping for, and we appreciate your understanding.
  
  If you have any additional questions or concerns, please do not hesitate to reach out. Our team is here to assist you.

  
  

  Customer Answer

  Date: 04/15/2026

   
  Complaint: 24742766
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVEDI had a difficult time canceling through the Malware app.  It shouldnt be this difficult to cancel.  I had another subscription through the apple app which was easy to cancel.  Im an 80 year old veteran and their cancellation process is difficult with the malware app.

  

  Business Response

  Date: 04/17/2026

  Hi, thanks for your response. We have relayed your feedback to the relevant teams. Regarding support ticket REMOVEDon Tuesday, the situation has been resolved to your satisfaction. If you have any further concerns or issues, please let us know so we can assist you further. We are also reviewing the cancellation process to make it as smooth as possible. 

  Customer Answer

  Date: 04/20/2026

   
  Complaint: 24742766
  
  I am rejecting this response because:  they make it very difficult to cancel a subscription and other potential subscribers should be aware of this.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/05/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/02/2026 I received a notice that my subscription to their service had been renewed. (I do NOT care about the cost of the service that was renewed - that was on me, and I am fine with eating that 55$ expense). When I tried accessing my account they needed a one-time verification code that would be sent to my email. I never got the code. So I look up if others are having similar issues/what the possible causes might be - there are, and there are possible fixes. I tried every possible fix I could find with no effect. So I go to Malwarbytes' online help center. The REMOVEDsystem goes through a few questions with me to help the tech narrow down the potential issue, and when that process is done I am offered to connect directly with an available tech... for 5$ and another - separate - subscription. That's where I drew the line - I am not going to pay extra to get the company to fix a service I am already paying for.

  

  Business Response

  Date: 04/15/2026

  Thank you for bringing this matter to our attention.

  
  We understand your concern regarding the attempted contact and the request for additional fees. However, after reviewing our records, we were unable to locate any interaction associated with your inquiry. Based on the details you provided, particularly the mention of an AI bot requesting payment, it appears that you may not have been connected with our official support channels.
  
  Please note that we do not charge any additional technical support fees. Any payment request in this context is not associated with our services.
  For your security and to ensure you receive accurate assistance, we recommend using our official REMOVEDat REMOVED 
  
  In the meantime, we have proactively opened a support ticket ID REMOVEDon your behalf. One of our colleagues will be reaching out shortly to assist you further and ensure your issue is properly addressed.
  
  We appreciate you bringing this to our attention, and we are here to help resolve it for you.

  
  

  Customer Answer

  Date: 04/15/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me. Thank you very much for resolving this issue so quickly!
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/28/2026

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a current subscription that auto renews on our credit card every December for $32.05. It was recently discovered that we have also been charged another $37.44 every REMOVEDfor a duplicate, incomplete and inactive subscription - and most importantly, for which we were not receiving any renewal correspondence because the email address on that one was incomplete. As a result, the account was never properly verified or accessed, the subscription was never knowingly set up or used, we did not receive recurring billing notices, we had no reasonable opportunity to review or cancel the subscription, the subscription was never fully activated, yet we continued to be charged on our credit card for no service provided in return. It was easy for an elderly person (a Veteran household) to miss a similar duplicate payment 4 months apart given the fact that we knew we did have an active subscription. We were under the reasonable belief that the REMOVEDcharge reflected our legitimate active subscription and had no knowledge of a second, separate subscription attached to an incorrect email address.I truly tried for weeks to resolve this amicably with Malwarebytes however they refuse to refund the full amount of $374.40. They refunded $150 which leaves $224.40 they are unfairly keeping.

  

  Business Response

  Date: 03/30/2026

  Thank you for bringing this to our attention. We sincerely apologize for the inconvenience caused by a duplicate subscription. While we take steps to prevent this, the use of multiple email addresses can, unfortunately, result in duplicate accounts. Once we identified the issue, we worked with you directly to find a resolution.

  During your most recent support interaction, we offered a $150 refund check, which you agreed to. That refund is being processed accordingly.

  We take situations like this seriously and regret any inconvenience this has caused. While it was not our intention to duplicate billing, we had no way to resolve the matter until we were notified, as these are completely different email addresses.
  
  We appreciate your understanding in the matter.

  
  

  Customer Answer

  Date: 03/30/2026

   
  Complaint: 24691886
  
  I am rejecting this response because: I am requesting the remainder of erroneous monies paid. As previously stated the $150 only a partial refund and not a full resolution.

  
  Sincerely,
  
  REMOVED

   

  

  Business Response

  Date: 04/17/2026

  Thank you for your feedback.
  
  Were sorry to hear that the proposed resolution did not meet your expectations. While we always aim to support our customers in reaching their desired outcome, our records indicate that renewal notifications were sent in advance. Prior to your outreach, there was no indication of any issues with your subscription.
  
  As a gesture of goodwill, we have issued a courtesy refund for the maximum amount available under our policy. This matter has since been addressed and resolved within your associated support ticket.
  
  If you have any additional questions or concerns, please dont hesitate to reach out. Were here to help.

  Customer Answer

  Date: 04/20/2026

   
  Complaint: 24691886
  
  I am rejecting this response because: As I have stated several times, renewal notifications were sent to an invalid email address so therefore not successfully sent nor received.  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/20/2026

  Thank you for your follow-up.

  While we understand your concerns, we had no indication of an issue, e.g., unwanted billing, until it was brought to our attention. Once notified, we took immediate steps to review and address the matter.
  
  We have made every effort to resolve this to a satisfactory outcome within the scope of our policies. As part of this, we issued a refund for the majority of the subscription value. However, a portion of the charge fell outside of our refund eligibility guidelines.
  
  We appreciate your understanding. 

  Customer Answer

  Date: 04/21/2026

   
  Complaint: 24691886
  
  I appreciate the initial refund however I truly dont understand why you would continue to take the payment when you would have received an undeliverable  
  return message from the invalid email address. 
  

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/22/2026

  Thank you for your follow-up.
  
  We understand your concern regarding access to the email address on file. While you may no longer actively access that email account, our records indicate it was still able to receive messages, and we did not receive any bounce-back notifications or indications of unsuccessful delivery.
  
  As a result, we had no way of knowing that the email was no longer in use until you brought this to our attention. In the absence of such notice, we would not want to unintentionally interrupt or cancel service. This is why the account was charged until we were notified. 

  Customer Answer

  Date: 05/03/2026

   
  Complaint: 24691886
  
  The bottom line is this is simply about doing the right thing to correct an    obvious mistake.  On behalf of a 91 year old, veteran, existing customer, it is deeply disappointing we are encountering this level of resistance to returning the remaining money - insignificant to a company of this size, but could go along way covering current medical costs. We appreciate the partial refund and hope the remaining balance will be returned. 
  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 05/30/2026

  Thank you for bringing this matter to our attention through the Better Business Bureau. We sincerely apologize for the experience and any frustration this situation has caused.
  
  We want to assure you that we take all customer concerns seriously and are committed to making this right. We will continue to work directly with you to better understand the situation and find a solution that meets your needs.
  
  Our team will be reaching out to you directly to continue the conversation and explore the best path forward. We appreciate your patience and the opportunity to resolve this matter to your satisfaction.
  

  Thank you for giving us the chance to make this right.

  
  

  Customer Answer

  Date: 05/31/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED.  I find that this resolution is satisfactory PROVIDED I do indeed receive communication from Malwarebytes directly with an agreeable solution, within your prescribed 10 calendar days.  If I do not, I will resubmit the claim.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:03/19/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The prescription was cancelled and confirmed (see attachment). Three weeks later, today I receive an enmail confirming my renewal. I didn't autorize the renewal, as it was cancelled. Malewarebytes used my credit card without any renewal request.They owe me $59.99 plus interest fee. I did research the company and it is exactly what happens to many former customers. They receive email with a renewals they haven't authorized or initaited. Same like me. REMOVEDhas no customer service and is not available for clients. The REMOVEDchatbot is limited to questions but no support at all. It only states that it can't help if you are not a subscriber! That's very ironic. REMOVEDis fraud itself. I like to receive the amout of $59.99 back asap plus interest rate per day of unauthorized use of my account. If there is a way this company should be investigated by the government of fraud to many past users - ongoing. Thank you.

  

  Business Response

  Date: 03/30/2026

  Thank you for bringing this to our attention. We notice your recent interaction with our Support Team, Reference: REMOVED. They are processing your refund. Although your cancellation was accepted, we cannot see a date that was after the renewal process had already started. Nevertheless, we will make sure you receive the appropriate refund. Please watch for confirmation using the reference provided above soon. 

• Initial Complaint

  Date:03/11/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 17 2024 I purchased a 2 year subscription for multiple devices. REMOVEDhas gone inactive on the devices for many days now. There is no easily traceable phone number on which to reach them. Their chatbot is a mess. They seem unreachable by email, with "no-reply" address.

  

  Business Response

  Date: 03/17/2026

  Hi, thanks for reaching out. We're sorry to hear about the issues you had contacting us.
  
  While we don't have a direct Phone number, the chatbot allows you to create a ticket. As a subscribed, signed-in user, you can also engage with our live chat 24/7. Were sorry this wasn't your experience.
  

  
  We've created Ticket: REMOVED, which we'll use to coordinate further support as we resolve the issue with your subscription. We will be in contact shortly via that ticket as well as gather additional details about your experience to see where things didn't go as intended.
  
  Thank you in advance, and we look forward to making this right.

• Initial Complaint

  Date:02/27/2026

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dowloaded the app and now there is no way to delete my account. Every time i try to delete my account it tells me to sign in which i do. Then i hit delete account and it tells me to put my password in. When i do it says wrong password. There is no way to reset the password. There is no number what so ever to talk to someone to resolve this. I want my name number email and account deleted and it is impossible to do this. The same was i signed up should be the same way i delete my account and that is not possible. This is the law i thought

  

  Business Response

  Date: 03/03/2026

  Thank you for contacting us. We apologize that you are unable to remove your account.
  
  Upon review of our system and the screenshots, it appears the account you are signed in with is different from the email address you shared, as we are not able to locate any accounts associated with the email address ending REMOVEDIs it possible this account is under a different email address? We would be happy to assist with removing this account and understanding why our self-service option is not working as intended.
  
  We look forward to your reply so we can further assist.

• Initial Complaint

  Date:02/07/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good day, my name is REMOVEDand in October I bought 2 years of anti virus services from Malwarebytes of REMOVED, REMOVED. I initially had problems with the installment, but I finally got it to function, by the fallowing week I started to get messages telling me that my service will be expired in 7 days. Each time I tried to stop them, by telling them that I just paid for 2 years of service, but that did no stop them from cutting off my service. So I am asking you to please get the company to refund my money. As it seems as if I am talking to a machine instead of a human being

  

  Business Response

  Date: 02/18/2026

  Hello, we apologize for the inconvenience you encountered. Upon review, we don't see an inquiry with our Support team. We would be happy to further assist you with installing or refunding the service.
  
  We have opened Ticket REMOVEDand are communicating directly to your REMOVEDemail address.