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:09/20/2023

  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.

  I cannot delete my account do to circular problems in the website. I have turned off auto Renew several times only to find it is still on. I have been charged for 2 More months. I want my account completely removed and all of my information deleted I would suggest the BBB investigate the unethical lack of consumer protection from the company.

  Business Response

  Date: 10/13/2023

  Dear ****,

  I sincerely apologize for the inconvenience and confusion you've experienced with our website and auto-renewal system. I understand your concerns and appreciate the opportunity to address them.

  I have reviewed our records, and I can confirm that the auto-renewal for your Malwarebytes Premium 1year/1device subscription was indeed disabled on Sep 18, 2023. Furthermore, I did not find any other active subscriptions associated with your email address in our records.
  

  The only payment recorded in our system for your email is from Oct 19, 2022, which was for your original Malwarebytes order. We do offer monthly subscriptions, but these are exclusively sold through the Apple App Store. If your subscription was purchased there, any charges, renewals, or refunds would be managed directly by Apple. Should this be the case, I recommend reaching out to Apple for assistance in canceling or requesting a refund. If the charges were not through Apple, could you kindly provide a description of the charges from your statement? This will assist us in investigating further.
  

  I have removed your Malwarebytes My Account from our system as per your request. However, I'd like to inform you that we are mandated to retain a record of your transactions with us for regulatory and auditing purposes. This ensures we maintain transparency and are in compliance with financial regulations.

  If you have any further questions or concerns, we're here to assist.

  Sincerely,

  Malwarebytes Support Team

  Customer Answer

  Date: 10/13/2023

   
  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

  Date:08/30/2023

  Type:Customer Service 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.

  Purchased Malwarebytes antivirus premium and privacy on 8/28/2023.Directions and verification relating to installation and activation are dismal.It appears impossible to actually contact customer support.Very frustrating, as I do not know if the program is loaded properly or if it even actually works.They tell you to log into your account to get answers, guess what... WORTHLESS.

  Business Response

  Date: 10/13/2023

  Dear ******,

  Firstly, please accept our apologies for the frustration you've encountered with the installation and activation of your Malwarebytes products. We regret the delay in addressing your concerns. We have encountered an issue with receiving timely notifications from the Better Business Bureau due to an outdated address, and we sincerely appreciate your patience. Please be assured that this has been rectified to ensure it doesnt recur.

  
  Upon reviewing our records, I can confirm that after your purchase on 8/28/2023 an email was sent to the address you provided. This email contained your license key, an "Activate now" button offering guided activation, detailed download and activation instructions, as well as a direct link to our dedicated support website. To make sure you have access to all the necessary details and to address your concerns, I have taken the liberty to resend the email to the address associated with your purchase, which is the same as the one from which you submitted this complaint. Please check your inbox, as well as your spam or junk folders, to ensure you receive it.

  
  I have reviewed the status of your license key and I'm happy to inform you that both the Premium Security & Privacy VPN products have been successfully activated on a device. This aligns with your purchase of the Premium + Privacy bundle for a duration of 1 year for 1 device.

  
  Should you encounter any further challenges or if you have additional questions, please dont hesitate to reach out to us directly through the support link provided in the email. Thank you for choosing Malwarebytes, and again, we regret any inconvenience this may have caused.

  Sincerely,
  The Malwarebytes Support Team

  Customer Answer

  Date: 10/13/2023

   
  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

  Date:07/12/2023

  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.

  I had bought Malwarebytes antivirus for 1 year. after 2 months of struggling to get it off my computer because it had locked me out of mine not only did I lose data and have to reformat my HDD but I did not know it was re-occurring. I was charged about 5 days ago and I don't even have it installed. They refused me a refund because " End user agreements" pretty shady if you ask me. All i wanted was a refund for a product I don't use. I'm never recommending this to anyone. Being unfair because you had a hidden subscription auto renew. Literally dying from a disease and I cant even get a refund for the product that isn't being used. For almost a year

  Business Response

  Date: 07/13/2023

  Dear *******,

  I hope this message finds you well. I am writing to you regarding the complaint you filed with the Better Business Bureau concerning an automatic renewal charge that was processed on July 10th, 2023 for your antivirus subscription.

  Firstly, I would like to apologize for any confusion or inconvenience this situation may have caused. Upon review of your account, I see that you originally purchased our antivirus software on July 11th, 2022, with automatic renewal enabled to ensure continuous protection for your device. As per our terms and conditions, the system is designed to automatically renew the subscription towards the end of the term, unless otherwise specified by the customer. I would like to assure you that, in compliance with our customer-first policy, we sent a reminder email on June 10, 2023, to your registered email address **************************** This email included information about the upcoming automatic renewal, as well directions to access your Malwarebytes My Account in order to disabled this feature.

  However, we understand that these notifications can sometimes be missed, overlooked, or end ** in the spam folder, which may have happened in this instance. In response to your complaint, and in an effort to resolve this issue, we have already refunded the renewal charge and disabled the automatic renewal on your account to avoid any future payments. You should see this refund reflected in your account within the next few business days, depending on your financial institution's processing time.

  Best regards,

  Customer Answer

  Date: 07/14/2023

   
  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

  Date:07/05/2023

  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.

  Many years ago, in excess of *****, I purchased a LIFETIME SERVICE AGREEMENT with Malwarebytes, for their compute software protection program for my personal computer. I've been very happy with it, until now. I recently changed all my emails over to a private server, and all previous emails have been closed down, and all information removed. I went to log into my Malwarebytes online account, knowing the username and password, but I was denied because of Malwarebytes two-stage verification process which requires email verification to an email address which no longer exists. I contacted Malwarebytes customer service and have been dealing with ******, of customer support, who has been extremely difficult at this point to deal with. Despite verifying my name, previous name purchased under though a legal court name change, the price, payment method, and the email address associated with my account, **********************, that is ****, REFUSES to give access to my account because I don't know the exact day ove ***** years ago that I purchased the product. I am being denied the ability to service my account because a customer service representative, ***** is NOT using common sense, nor has this individual, to my knowledge, asked for help with management, to bring this to a successful end. I have proven who I am beyond a reasonable doubt and want access to my product fully that I paid for and am entitled to a **************** that never expires. I am asking for assistance in getting my services restored. I want my email address changed, and I want access to my services again. I would also like an apology from Malwarebytes for the way I have been treated, being accused of not being who I say I am, and holding me hostage to a service I paid for.

  Business Response

  Date: 07/06/2023

  Dear ****,

  We acknowledge the receipt of your complaint filed with the Better Business Bureau. We truly appreciate you taking the time to bring this matter to our attention, and we are sorry to hear about any inconvenience you may have experienced during your interaction with our support team.

  Upon investigating your concern, I can see that you have requested to change the email address associated with your lifetime subscription to our product in support ticket *******. To ensure the utmost security and privacy for our users, our standard policy requires identity verification before proceeding with such changes. This verification process is designed to prevent unauthorized individuals from gaining access to your account, thereby protecting your information.

  For lifetime subscription holders, we typically ask for proof of purchase or specific information only the purchaser would know. We understand that this process may appear cumbersome, but it's intended to ensure the safety and security of your account. Reviewing the support ticket, it appears that were able eventually to successfully provided the necessary information to confirm your identity, following which, our support team has already updated your e-mail address as per your request.

  We sincerely apologize if this process has caused any confusion or frustration.

  Kind Regards,

• Initial Complaint

  Date:06/30/2023

  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.

  We had an auto renewal for a subscription to Malwarebytes for 15 computers located at *********************., ************************************************************** on November 28,2022.This was set up by a previous employee who is no longer with us and is under investigation for something he did while working for us.It has come to my attention that we do not have this virus protection on any of our computers here at **********. I contacted Malwarebytes on June 27. They referred me to an account manager, ***********************************. They sent him a message and he contacted me that day. Talking with him, he was new to our account. I told him the issue we were having & as we talked he was having trouble logging into our account. He said he saw where the credit card had been charged but it looked like it had also been refunded. There was not any refund made to our credit card. He was going to check with his manager and get back to me. I have not heard back from him and called & emailed him on June 29. I have enclosed copies of the emails that show the renewal & the term period. For some reason we were given 2 product codes. Neither of these are valid as shown when I tried to register a license nor is the *** Id# good. We apparently have not had protection as we thought, nor do at this time. We would like a refund of $1136.47 and to discontinue any further auto renewals for our company

  Business Response

  Date: 10/17/2023

  Hello.

  We appreciate the opportunity to address the concerns raised  in complaint ID #********, pertaining to a refund request for Malwarebytes services.
  

  Firstly, I'd like to express our commitment to providing our customers with the highest level of service. Every feedback we receive is crucial in refining our services and policies. I would like to provide some clarity on the situation at hand:
  1. Your renewal purchase was made in November of 2022.
  2. The request for a refund was made at the end of June 2023.
  3. Our records indicate that the services have been fully deployed and active throughout this entire period.
  

  Given the significant time that has elapsed since your purchase, and the utilization of the service throughout that period, it falls outside of our standard refund window. The automatic renewal for this service has been cancelled and there will be no further payments.

  We hope this provides clarity on our stance regarding this refund request. Thank you for your attention to this matter.

  Sincerely,

  Malwarebytes Support Team

• Initial Complaint

  Date:06/27/2023

  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 stopped using Malwarebytes (MB) on my computer last year-- I don't even recall which PC it was on because it always ran inthe background. My credit card was charged last weekend; I tried to contact MB by phone-- using the number on my credit card, a different number on their website, and the number on the BBB site-- and was unable to reach anyone. A recorded message says to go to theor website and contact them that way. But you need your account information and type of PC to file for help-- I don't know that information. And I tried their CHAT help-- same tthing....need an account.It has been IMPOSSIBLE to get help from them. I disputed the charge with my credit card, but I wanted to conplain about the inaccessiblility of MB.I want a REFUND and CANCELLATION of service.

  Business Response

  Date: 07/13/2023

  Dear ****,

  I hope this message finds you well. I am reaching out in response to the complaint you filed with the Better Business Bureau  concerning an automatic renewal charge for your Malwarebytes Premium subscription. I want to express our commitment to understanding your concerns, addressing them, and ensuring your satisfaction.
  

  Our records indicate that you initially purchased a yearly subscription to our antivirus and antimalware protection using a Gmail.com address, and it appears there was an automatic renewal processed on June 23rd, 2023. We understand that you may not have intended for this renewal to occur.

  Upon reviewing your account, I can confirm that a refund was processed for this renewal on June 29th, 2023. This means that the full amount of the renewal charge was returned to your account. The timeframe in which this will reflect in your account balance depends on your bank's processing times, so if you have not yet seen this refund, it may be worthwhile to contact your bank for more information.

  We also want to assure you that we have disabled the automatic renewal feature for your antivirus subscription to prevent any unintended charges in the future.

  If you have any additional questions, concerns, or if there is anything else that we can assist you with, please don't hesitate to get in touch with our customer support team.

  Best regards,

• Initial Complaint

  Date:06/01/2023

  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.

  My husband and I purchased Malwarebytes for antivirus protection for our home computer on April 5, 2023 for $72.38. We used a credit card for the purchase. The site sent a Welcome message and proceeded to give ** different messages for assistance. I fractured my wrist and had surgery during this time. Weeks after payment , We started receiving multiple requests to purchase Malwarebytes . i have attempted to contact them but the phone numbers given are just recordings. We haven't ever received a purchase number. Very frustrated with company , if in fact it is a company,

  Business Response

  Date: 06/06/2023

  Dear ******,
  
  We are sorry to hear that you are experiencing difficulties with our cyber protection software. We take your concerns seriously and are committed to helping you solve the issue at hand.
  
  It appears from your description that you might be using the free version of our software, which requires activating to unlock full protection. The full version requires a license key to activate.
  
  When you purchased our product, we sent a license key and instructions to the email address you provided ********************** If you cannot find this information, please check your spam or junk folders, as emails may sometimes be redirected there. The license key provided with your purchase is:
  

  CBXXZ-WY7YZ-W766R-HGE2J
  
  To activate the full version of the product, please follow the instructions that were sent to your email, or you can find them at our website: **************************************************************************. I'd like to note that we had previously also provided this information in ticket *******, submitted on May 8th from the same e-mail address.
  
  I have also added a complementary extension to your subscription.Your new expiration date is June 30th, ****. After this date, your protection will be automatically renewed.
  
  For your convenience, you can also log into 'My Account' on our website **************************************************** you can view your purchase history, license details, manage your subscription & automatic renewal (opt in or out) and access Live Chat support if you need further assistance.
  
  We truly appreciate your business. Please don't hesitate to get in touch if you need more help. 

  Sincerely,

  Malwarebytes Support

• Initial Complaint

  Date:05/30/2023

  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.

  ************************************************* Mon, 22 May, 10:09 (5 days ago)to me Translate message Turn off for: Catalan Delivery has failed to these recipients or groups:*************************************** (***************************************)The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.

  Business Response

  Date: 05/31/2023

  Dear **********,

  I'm writing in response to your recent complaint filed with the Better Business Bureau. I appreciate your patience and would like to address your concerns directly.

  
  To begin, I would like to confirm that we have processed a full refund for your recent automatic renewal order as per your request (order number - *********). This refund should be reflected in your account within the next 2-7 business days, depending on your bank's processing times. Additionally, I have disabled the automatic renewal for your account. You will no longer be automatically billed for the service. If you wish to renew your subscription in the future, you would need to do so manually.

  
  I also want to inform you that as a part of our commitment to transparency and customer service, we send a renewal notification to all of our customers 30 days before the renewal date. This reminder allows customers ample time to either confirm their renewal or disable the automatic renewal option. If no action is taken, the renewal is processed as a convenience to ensure uninterrupted service. I understand that there may have been some confusion in this case, and for that, I apologize. I encourage you to check your email settings to ensure that our emails are not being directed to your spam or junk folder, which can sometimes happen inadvertently.

  
  Finally, for any future inquiries or support needs, our dedicated customer support team is always ready to assist you. You can reach us via the Live Chat option in your My Account area, or by submitting a message on our support site. We are committed to ensuring that your experience with our service is smooth and satisfying.

  
  Sincerely,

• Initial Complaint

  Date:05/22/2023

  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.

  I received an invoice from Malwarebytes for $100 and when I inquired about the reason for the charge I did not get an answer. After researching I discovered that it appears Im being charged for the privilege of reselling their services not for any service provided to me by them. I have contacted them on numerous occasions to cancel this account but have since been billed again now totally $200. I find it impossible to severe this relationship.

  Business Response

  Date: 11/27/2024

  Hello, 

  This customer worked directly with our **************** to be removed as a reseller. Customer no longer partners with ********************** therefore no further assistance can be provided. 

  Regards, 

  Malwarebytes Support

  Customer Answer

  Date: 11/29/2024

   
  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. As a suggestion, they need to expedite their process for removing people from their billing.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/19/2023

  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.

  Trying to cancel subscription and they do not answer the phone and do not allow me to cancel on line

  Business Response

  Date: 05/30/2023

  Dear ********
  
  We appreciate your feedback and are sorry to hear about the misunderstanding regarding our automatic renewal service.
  
  Prior to renewal, we send a reminder to the email address registered with us, in your case ***************** If no action is taken, the system is designed to automatically renew your subscription for uninterrupted service. The automatic renewal feature can be disabled at any time from your Malwarebytes My Account or by contacting our support team. You can reach our support team either by submitting a ticket on our website (support.malwarebytes.com) or through Live Chat, which is available when you log into your Malwarebytes My Account.
  
  We have looked into your refund requests for the recent renewal orders. For order *********, we have processed a full refund of ***** USD, which has been returned to your PayPal account. As for order **************** USD), a chargeback has already been opened with the bank, and the refund process is currently being managed by them. We understand that this might be a lengthy process, and we appreciate your patience in this matter.
  
  To prevent any further misunderstandings, we have also proactively disabled your automatic renewal. Therefore, you will not incur any further charges unless you manually renew your subscription.
  
  We genuinely apologize for any inconvenience caused and appreciate your understanding. If you have any further queries or concerns, please don't hesitate to reach out to our support team.
  
  Best Regards,