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:09/10/2025

  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.

  I paid my subscription on 8/30/25 yet as of 9/9/25, their program refuses to recognize my payment and refuses to allow me to contact them to fix it.

  Business Response

  Date: 09/22/2025

  Hello,

  We sincerely apologize for the inconvenience you are experiencing. Please be aware that our Support is open and available to all users. To assist you directly, we have initiated contact on your behalf. You should receive an email shortly with the details.

  If you do not see it in your inbox, please check your spam or junk folder. We are committed to resolving this matter and ensuring that you receive the assistance you need.

• Initial Complaint

  Date:09/09/2025

  Type:Sales and Advertising 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 tried Malwarebytes for 7 days and did not request to continue the service. They charged my account. I tried contacting them for a refund but the website chat is disbaled or down. Malwarebytes customer service phone number ************** only redirects you to the same option which is disabled. I have sent email to *********************************** only because this was the only email i could find. I requested a refund. I have not recieved a reply. There is no way for me to get my money back.

  Business Response

  Date: 09/22/2025

  Hello,
  
  We see that you have engaged with our Support team, Reference: *******, and well need some additional details to process your refund request. We are currently unable to locate the ****** Play account to which your subscription is tied. Our system only allows us to search using the email address on the account or the ****** Play order number (GPA number).
  
  Please provide one of the following details so we can proceed with your refund.

• Initial Complaint

  Date:09/02/2025

  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.

  Refused to refund the purchase. Refund attempt made within hours of charge.

  Business Response

  Date: 09/09/2025

  Dear Mr. ************** hope this message finds you well.
  
  I am writing to confirm that the refund for your Malwarebytes subscription has been successfully processed. The amount has 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

  Date:08/23/2025

  Type:Customer Service 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 just want a telephone number for this company that is legitimate and gets me a customer service person to talk to. Its hard to find one and they don't work. I want to cancel subscriptions. Thought I had done that with the one person I got but Im still being charged. Thank you!

  Business Response

  Date: 09/09/2025

  Dear Ms. ******************** you for sharing your concerns. We are sorry to hear about the difficulties you experienced in reaching us and the frustration this has caused.

  After reviewing your account, I can confirm that you did connect with one of our representatives on August 24, 2025 (Ticket ID: ********. The conversation began through live chat and then transitioned to email. As part of that ticket, your concerns were addressed and the following actions were taken:
  - Refunds were processed for both of your duplicate orders: Ref# ********* in the amount of $59.00 & Ref# ********* in the amount of $40.49
  - The auto-renewal for your Malwarebytes subscription purchased through the ****** Play Store was also stopped to prevent any future charges.

  Kind regards,

• Initial Complaint

  Date:08/23/2025

  Type:Customer Service 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 have been attempting to reach a live agent for over two hours with no success, despite the system indicating that agents are available. This has proven to be inaccurate. My account has been charged twice for the same service, and I am requesting that the entire subscription be canceled immediately. I have not utilized any portion of the service and have already initiated a dispute with my bank due to the lack of response from your support team. Attempts to connect via live chat have gone unanswered, and phone support only leads to a recorded message.For transparency and to avoid wasting customers' time, I strongly recommend that you clearly communicate your actual support availability. Time is a valuable resource, and this experience has resulted in a significant and unnecessary loss of it. I expect this issue to be addressed and resolved promptly.

  Business Response

  Date: 09/09/2025

  Dear *******,

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration you experienced when attempting to reach our support team.

  After reviewing your account, I can confirm that you did connect with one of our live chat agents on August 23, 2025 (Ticket ID: ********. During that interaction, both charges were identified and full refunds for both orders were processed the same day.

  Your subscription was also canceled per your request, and no further charges will occur.

  Thank you for your patience and for giving us the opportunity to resolve this matter.
  

  Kind regards,

• Initial Complaint

  Date:08/11/2025

  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.

  I have had an account with ********************** for a few years. Currently, I am unable to access my account since the authentication emails are not being received. This may be due to some changes made by ********, but they are not being helpful.Additionally, Malwarebytes has no support method less some chatbot that I cannot even get to open. There is no support e-mail address or phone number, so if the Chatbot is one of the problems, there is no where to go for assistance.I have an active subscription, but am not able to use it since I can no longer access this account.This subscription cost me close to $100 and I am getting nothing and have no way to make my issue heard.

  Business Response

  Date: 09/09/2025

  Dear Mr. ****************** you for sharing your concerns. We regret the difficulty you experienced in accessing your account and in reaching our support team.

  After reviewing your case, I can confirm that you did get in touch with our support team on August 12, 2025 (Ticket ID: *******). In that ticket, you explained that authentication emails were no longer being delivered to your original email address ************************* which prevented you from logging in.

  Our representative worked with you to resolve the issue by updating your account email to ********************** as you requested. After this change, you were able to access your account successfully.

  Please let us know if you need any further assistance.

  Sincerely,

• Initial Complaint

  Date:08/04/2025

  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.

  Malwarebytes infected my email account where I was unable to access on 7-11-2025. I took my computer in for check on 8-1-2025, whereas the tech told me computer was fine, it was the Malwarebytes that was doing it. So, I uninstalled on 8-1-2025 and works great. On 8-4-2025 I contacted Malwarebytes for refund for remainder I had (subscription expires on 9-26-2026), whereas ****** told me no refunds other than first 60 days of subscription. Why is that not disclosed when you sign up??!! I know it's only $24.50, but I'm on fixed income and to me that is a lot of money.

  Business Response

  Date: 09/09/2025

  Dear Ms. ***************** you for sharing your concerns. We regret the frustration you experienced and appreciate the opportunity to clarify.

  First, we would like to assure you that Malwarebytes does not infect devices or email accounts. Our software is designed to protect against threats. From your prior support interactions, it appears you received a Malwarebytes alert when attempting to access your email. Our team requested additional details (such as the website URL and the timing of the alert) to investigate further, but we did not receive a reply. Without that information, we were unable to confirm what triggered the alert.

  Regarding your refund request: you contacted us on August 4, 2025 (Ticket ID: ******** to request a refund. We processed the refund the same day.

  Please let us know if you have any further questions.

  Sincerely,

• Initial Complaint

  Date:07/28/2025

  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 was charged $64.91 for virus protection from Malwarebytes. I did not have their protection on automatic renewal, but they charged me for a year's subscription. I have been trying to cancel this subscription but their website keeps giving me the run around. I connected with their AI chatbot and it was not helpful. I asked to be connected to a real person and nothing has happened. There is no phone number on the website to contact them, and they apparently want to make it as difficult as possible to cancel. They tried to respond (apparently a real person) but then the chat disappeared and I cannot get back to it. Their website is terrible and all I want is to cancel my subscription and get a refund!

  Business Response

  Date: 07/31/2025

  Hi *****,

  Thank you for reaching out and sharing your concerns. Im very sorry to hear about the frustration you experienced while trying to cancel your subscription and get in touch with support.

  Ive reviewed your case and can confirm that a refund was issued on July 29, 2025, to your original method of payment, as per support ticket *******. Additionally, automatic renewal has been disabled, so you will not be charged again in the future.

  We sincerely apologize for the inconvenience and confusion caused during this process.

  Warm regards,

• Initial Complaint

  Date:07/24/2025

  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.

  Resolution of a problem required a factory reset of my Galaxy s24+. I side effect was loss of my Malware app. I am not able to activate a new app even though I deactivated the old one and followed the procedures listed. The chat button for support does nothing and no support phone number listed. I cannot get my new app activated and no help from Malwarebytesr

  Business Response

  Date: 07/31/2025

  Dear *******,

  Thank you for sharing your concerns. I understand the situation must be frustrating and Id like to offer some clarity and next steps.

  Ive reviewed your case and can confirm that you are in contact with our support team under ticket #*******, which is currently ongoing. In that conversation, you mentioned both your Malwarebytes app being removed and also that you were contacted by someone claiming to be tech support.

  In our last reply on July 30, our team reviewed the logs you provided and found no malicious activity on your device. However, we did notice a program called PassFab 4WinKey was installed, which can be used to retrieve Windows password information. If youre not familiar with this program, we recommend removing it and updating your Windows password as a precaution.
  

  Regarding the loss of your Malwarebytes app: it appears that an additional clean-up was performed on your device, which simply removed the app. The good news is that you can easily reactivate your subscription through your Malwarebytes My Account using these steps: ********************************************************************************************************************************************

  Lastly, we appreciate you bringing the tech support scam attempt to our attention. The details you shared have been passed along to our internal teams responsible for tracking and reporting these incidents. We take these matters seriously and regularly collaborate with the relevant authorities to help prevent similar scams from affecting others.

  Please dont hesitate to reach out again if you need help reactivating your subscription.

  Kind regards,

• Initial Complaint

  Date:07/18/2025

  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.

  Account set up failed I have a support number ******* but they keep saying the same thing that they sent severl codes to set up my account which did not arrive and they were not in my spam folder. All my emails return saying not a monitored site and when i call it tells me to go online. There is no way to contact them and it is all over the web that many have this problem. They billed me and I cannot get through to support with the case number they sent ******* or to a real person to get a refund. I don't want to try to set up an account any longer because i do not trust them All we get is a robot named ***** that does not understand anything I write. I have never dealt with a company like this and from what I've found, I'm not alone

  Business Response

  Date: 07/31/2025

  Dear **********,

  Thank you for sharing your concerns. Im very sorry to hear about the difficulties you experienced with setting up your account and reaching support.

  According to our records, we did send multiple setup and support-related emails. In light of that, we honored your refund request for Order #********* from support ticket *******. The refund has been processed, and the funds should already be reflected in your account.

  Best regards,

  Customer Answer

  Date: 07/31/2025

   
  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,
  
  ********** ****