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: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:03/19/2026

  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. 

• Initial Complaint

  Date:02/06/2026

  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.

  This company hacked into my bank account and stole $48 and some change. I called and had them start a refund but they never sent my money back to me. I called back a week later after not getting my money and I told them I had previously called and needed a refund and they hung up on me.

  

  Business Response

  Date: 02/18/2026

  Hello, we genuinely want to resolve this issue. After checking our systems, we found no record of contact from you to our Support team. Our support channels mainly operate through Live chat and email, without a direct phone line. We're unsure who you initially spoke with, but we're ready to help. Our review shows that the email address associated with this complaint isn't linked to a REMOVEDsubscription in our records. Could you possibly have used a different email, or maybe it was linked unintentionally? If you can provide us with this information, we'd be glad to assist further. 
  
  We have also opened ticket 8249480 and are reaching out directly to further assist.

• Initial Complaint

  Date:02/02/2026

  Type:Product 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.

  I purchased a one-year Malwarebytes subscription for $44.99 the evening of 2/1/2026 (yesterday). I did not activate the software onto my computer. Instead, I decided to request a refund (2/2/2026), since I found there was no useful technical support available other than a "Chatbot." I found no opportunity to speak with a human being, e.g., via telephone or online. In the meantime, I have found that apparently many others have experienced similar frustrations. There also appears to be no customer service support for initiating a straightforward request for refund, and no acknowledgement of my request for a refund via the "Chatbot", which is Malwarebytes suggested pathway for requesting a refund.

  

  Business Response

  Date: 02/02/2026

  We appreciate the opportunity to make this right. We see that you engaged with our Support via email instead of live chat, and you continued as a guest instead of authenticating when prompted with routes you inquiry to a ticket instead of the live chat service offered 24/7.

  
  

  I see our colleague is connecting with you via ticket REMOVED. If you confirm the next steps in the ticket, we will resolve this matter to your satisfaction and look forward to assisting. 

  Customer Answer

  Date: 02/03/2026

   
  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:01/19/2026

  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.

  I bought an item on REMOVED. I paid them and I never got my product. I signed on to ask for a refund. Theyve never responded.I have no way of reaching these people and Im asking for your help to get my money back.

  

  Business Response

  Date: 01/26/2026

  Thank you for giving us the opportunity to resolve this. Upon review, we see that you are currently working directly with our Support team in Ticket: REMOVED. They are attempting to activate your subscription. If you have any issues with the provided instructions, please reply to that interaction so we can assist further. 

  
  

  Thank you in advance, and we look forward to assisting you. 

• Initial Complaint

  Date:01/14/2026

  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.

  I cannot log in and make changes to my account because I changed my email address and can't receive the code. My old email address was REMOVEDPLEASE change the email associated with my account to REMOVED(Key: CB9G9-R6PYF-K64Q3-X4R2W). I submitted a help request and never got a response (Malwarebytes Support ticket REMOVED).

  

  Business Response

  Date: 01/14/2026

  Thank you for giving us the opportunity to resolve this issue. We have received the customer's inquiry, and someone has reached out to them regarding Ticket Reference: 8178348. 
  
  We have updated the information as requested, and the user should now be able to access their account with the new email. 
  
  If the user still has any questions or concerns, they can reply to the inquiry using the reference above, and our staff will be happy to assist further.

  Customer Answer

  Date: 01/16/2026

   
  Complaint: 24397625
  
  I am rejecting this response because:

  I still cannot receive the authorization code after adding the provided email to my contact list and checking the spam/junk mail folder.  This is extremely frustrating.   
  

  if you have an option to receive the code via SMS, my phone number is REMOVED.  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 01/20/2026

  Thanks for getting back to us.

  My colleagues updated you yesterday that you were unfortunately unsubscribed from key channels that do not support 2-Factor authentication codes sent via email. As of 01/19/2026, we have resubscribed you to these channels. If you try again, you should be able to receive the codes via email. If not, please respond to ticket inquiry: REMOVEDfor further assistance.