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:05/08/2023

  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.

  Software autorenewal subscription that has been charged annually for several years. I have cancelled and cancelled the autorenewal and yet every year a charge appears on my credit card. Getting a refund is difficult if not impossible. There is no phone number only a series of email requests that result in no action. Malwarebytes uses a 3rd party billing program ************ so that it is always something that needs to be done with the other party. This is quite the racket. I am sick and tired of going through this every year.

  Business Response

  Date: 05/18/2023

  Hello *****:

  I can see that support ticket # ******* was filed by you regarding an unwanted renewal for your subscription Ref# *********.

  A refund for $34.99 was submitted on May 8, 2023 for $34.99 back to your **************** ending in 3000.  The subscription associated has canceled and will not bill again.

  Kind regards,

• Initial Complaint

  Date:04/24/2023

  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 add an additional computer to my PAID subscription. Have no way to speak with an agent regarding my situation. The HELP CHAT is just a robot - no human help. The robot sends me an email indicating an agent will be communicating with me. Is there no human customer support on a Saturday? If in fact that is the case that information should be stated somewhere. Horrible, non-existent customer support and/or service. The website only will allow me to start a new subscription. I don't want to start a new subscription. I have lost all faith in Malwarebytes due to their unacceptable customer service.

  Business Response

  Date: 05/05/2023

  Dear *****, 

  We sincerely apologize for any inconvenience you may have experienced while attempting to add an additional computer to your paid subscription. We understand the frustration that comes with not being able to speak with an agent and we are sorry for the inconvenience caused.

  Please note that we operate with limited staffing during the weekend, which may have contributed to the delay in receiving live support. We do, however, offer our paying customers access to live chat support from Monday to Friday by logging into their Malwarebytes My Account available at ********************************************;

  In regards to your particular situation, our records indicate that one of our support agents reached out to you on ticket ******* and provided you with the upgrade link. To add seats to your subscription, you can access ***********************************************************;

  If there is anything else we can do to assist you, please do not hesitate to reach out.

  Sincerely,

• Initial Complaint

  Date:02/18/2023

  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.

  On 1/13/23 I was promised a refund of ***** because their product did not perform as advertized. I was told I would receive it in 2 - 7 days. They use a company named 2Checkout to handle their refunds. The only way you can communicate is through an email with Malwarebytes, as they offer no phone to call nor anyway to contact 2Checkout. I've been in thouch with their support by email a number of times. Each time I'm told they have handled the problem and they close the support ticket. When I don't receive the refund I then have to start all over again and make another request. This is incredible, please help.

  Business Response

  Date: 02/27/2023

  Hello Bill:

  I am so very sorry that you have not received your refund as of yet in the amount of $45.69 for Ref# 185695821.

  We have reached out to our billing partner, 2checkout, and received a response that a wire transfer refund will be completed by March 3, 2023, at the latest.

  I have also requested again for a manager at 2checkout to reach out to you as you have requested previously.

  My sincerest apologies for the delay.

   

  Kind regards,

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19429699
  
  I am rejecting this response because:Every promise by either the main company, Malwarebytes, or the company they outsource billing to, 2Checkout, has not happened. This message says a wiretransfer will occur on Mar 3rd and that I will be contacted by a 2Checkout agent. Well, I just received this message today, Mar 6th, and no contact and no wiretransfer. It has been been about 7 weeks since I requested the refund and was told I would get it in 2 to 7 days. I also put in a complaint about 2Checkout in the *******, ** BBB. They sent me a reply, about 2 weeks ago saying they would send it within 8 business hours, which of course didn't happen. A few days later they sent another reply saying it would be taken care of in a few days. Still nothing. So anything either company says at this point I do not believe will happen. The number of people I've talked to and emailed is ridiculous and no one can seem to follow through. The product was very bad and the customer service even worse.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/27/2024

  Hello.

  The user has been in contact with our support team and has confirmed that a refund was received on Mar 29, 2023 (in addition to a 50USD e-gift card for the delay).

  Thank you

  Customer Answer

  Date: 11/27/2024

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

• Initial Complaint

  Date:02/15/2023

  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.

  Evidently, an account was created in my name for Malwarebytes several years ago (2018). I likely tried them one year but never used that product again as it slows your computer down. I am finding now that they have been charging me each year for two subscriptions even though I haven't downloaded their product since the initial year on an old computer I no longer have. It is not found on any of my current computers. They charged me $52 the other day for an auto renewal even though their records clearly show I've not used it in some time. Their website has NO option to cancel the subscription. My only option is to cancel my Paypal account to prevent them from auto charging me the annual renewal. My attempts to contact them are met with computer simulated assistants in a chat room. I believe this company is not acting in an ethical manner since there is no option to cancel the subscription and charging customers year after year who are not actually even using the service.

  Business Response

  Date: 03/02/2023

  Hello *******:

  I am sorry that you have received an unwanted auto-renewal.  It appears you purchased two subscriptions.  Every year 30 days prior to renewal, a reminder is sent for each subscription to remind you of the upcoming renewal and the cost.  An invoice is also sent via email after each renewal.  The emails were sent to the email address used to purchase the subscription, *****************.  You also have the ability to turn off auto-renewal via your My Account or contact us via live chat or email ticket to request assistance if needed.  We have not received a support request from you.
  

  We do have a 60-day money back guarantee, therefore, I have refunded the most recent renewals of your subscriptions as follows:

  Ref# 368678559 Refunded $26.45, Ref# 203681051 Refunded $52.99

  The subscriptions associated with these refunds have been canceled.  Please allow 5-7 business days for the funds to return to you account.

  Kind regards,

• Initial Complaint

  Date:02/09/2023

  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 have spent over $1000 on subs over the last 8 years and was happy with their product. My problem started when I attempted to turn off auto payments in January. I step though the process and canceled autopayment, or least I thought so . I was billed $129.99 (10 subs) on 2/6/2023. I have another set of 10 subs coming up 2/27/23 and I cant cancel autopayments on that set of subs which will cost me another $129.99. I have called (never were able to talk to a human) left messages, left messages on their web site, *** am thoughly frustrated with this company.

  Business Response

  Date: 02/10/2023

  Hello *****:

  You are currently using our Premium Consumer Product in a way that is not intended.  Our Premium Consumer Product is meant for personal/family use.
  

  The My Account portal is set up in order to manage only a few Consumer licenses.  Therefore, after a certain amount, it may limit your abilities to manage subscriptions.
  If you are reselling our licenses that would go against our End User License Agreement. Consumer licenses are Non-Transferable.  If you would like to be a Licensed Re-seller or Partner please visit ************************************************.

  I do show that your subscription Ref# ********* that renewed on February 4, 2023 for $129.99 was refunded on February 9, 2023.  Please allow 5-7 business days for the funds to return to your account.

  The subscription that renews on February 25, 203, Ref# 175659127 was originally purchased in the email you provided ********************* but has renewed the last three times in the email *************************.  I have disabled the auto-renewal for you.

  I did not see a support request submitted for the above issues.  For future support requests or needs, you can submit a support ticket here **************************************************************** or chat with a live agent via your My Account and our agents will assist you as quickly as possible.

  Kind regards,

• Initial Complaint

  Date:01/23/2023

  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've been trying to cancel my subscription to this company's service for the past two years. It's impossible. They continue to charge me $50 a year, and I can't get in touch with a person at this company no matter how hard I try. As far as I'm concerned they are stealing money from me because I can't stop paying them.

  Business Response

  Date: 01/27/2023

  Hello ****:
  
  I apologize that you have had problems canceling your subscription. Within your My Account, you have the ability to manage your subscription (turn on/off auto-renew), live chat with a support agent, or and submit a support ticket for assistance.
  
  This is to confirm a refund is submitted, Ref# ********* for $44.99 and Ref# ********* for $42.39, and the subscription associated with it is canceled. These amounts reflect the last two years renewal cost. You will receive a confirmation email from our billing partner when the refund is processed.
  
  It usually takes between 2 to 7 business days for the refund amount to appear in your account.
  
  Kind regards,

• Initial Complaint

  Date:01/16/2023

  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 subscribed to this company because they had an offer of the first year free. I contacted them to cancel any future subscriptions, but they neglected to follow through & subsequently charged me $43.49 on 12/15/2022. I had to contact my bank to dispute the charges; whereupon Malwarebytes agreed to refund me my money, BUT only after the dispute was closed. I complied on 12/22/2022, but now am being given the runaround regarding the refund. So, I now am requesting your help in this matter. Thank you.
  

  Business Response

  Date: 02/02/2023

  Business Response /* (1000, 5, 2023/01/23) */
  Hello ******:
  
  As explained to you on your support ticket #*******, we are unable to issue a refund while there is an active dispute on the transaction with your bank. The transaction is frozen until the dispute investigation is complete. This process can take up to 90 days.
  
  You can continue working with your bank until the dispute investigation is completed. Once the dispute investigation is complete, if you need further assistance you can reach back out to Malwarebytes at that time.
  
  Your other option is to close the dispute with your bank. Once Malwarebytes and our billing partner 2checkout receive notification that the dispute is closed we can issue a full refund.
  
  If you choose to close the dispute, please submit another support ticket with that documentation so that a refund can be issued.
  
  Kind regards,
  
  
  Consumer Response /* (3000, 7, 2023/01/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My dispute has been closed for several weeks now! (It was closed on or right after 12/22/2022.) Malwarbytes is playing games; by giving me different reasons for not complying w/ my request; because they don't want to follow through w/ the refund. I have proof but only on paper right now.
  
  
  Business Response /* (4000, 9, 2023/02/02) */
  Greetings ******:
  
  Out billing partner just received notification from yuour bank that the dispute has been closed. Therefore, the refund for Ref$ ********* in the amount of $43.49 was issued today, February 2, 2023.
  
  Please allow 2-5 business days for the funds to credit back to your account. You will also receive a confirmation email for the refund from our billing partner 2checkout.
  
  Kind regards,

• Initial Complaint

  Date:01/08/2023

  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.

  Malwarebytes just took $42.39 from my checking account. I don't even have their software on my computer after removing it 4 months ago. I have never signed up for auto renewal for anything. They list a credit card that has not been valid for at least a year. They list an old address on their web site which I haven't had for over 2 years. They list my previous address under the credit card that has expired but do not list my current address under the debit card/account which makes me think they are the new internet criminals. I neither need nor do I want their product. My neighbor, ****** *******, is my States Attorney General, and I've had a conversation with him this morning concerning Malwarebytes. With Mr. ******* present I attempted to contact Malwarebytes in any and every way possible. I did find a phone number,*************, but was referred to a web site. That web site is very challenging to say the least and I was not able to contact anyone. Chat was offered but there was no such thing. At Mr *******'s advice I submitted a complaint to his office today and submitting a BBB complaint. Mr ******* is also drafting a letter to Malwarebytes concerning their actions.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/17) */
  Hello ***:
  
  I have found that you created a support ticket #******* on January 8, 2023.
  
  On January 10, 2023, our agent replied to you confirming that a refund was issued in the amount of $42.39 for Ref# *********. We found that you had purchased a 2nd subscription Ref# ********* for $42.39 and that was refunded as well.
  
  Please let us know if we can be of further assistance.
  
  Kind regards,
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  So I not only ordered your software once but then placed two orders for your software? You've been contacted by my states Attorney General and you're attempting to claim that i, after submitting complaints to the *** and my states attorney general concerning your bogus business practices placed yet another order. Your a delusional thief.

• Initial Complaint

  Date:12/26/2022

  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.

  Bought 1 year internet protection service in Aug. 22. Bought new laptop in Nov. 22 and downloaded Malwarebyte software on to new laptop. Malwarebyte Software on new laptop will not permit us to login. We submitted two tickets to Malwarebytes with no helpful response to our issue. Sorry to say this appears to be a scam. There is no phone # to call. The Sales phone # has been disconnected. BTW the number to the right...************ no longer answers phone calls but refers you to website. Lots of red flags.

  Business Response

  Date: 01/23/2023

  Hello *******:
  
  I can see that you opened 4 tickets with our support department but those requests were closed showing you had found an answer to your question on our support site.
  
  I would be happy to help you log into your My Account and manage your subscription, however I am not locating a subscription in the email address *****************.
  
  I have opened a new support ticket # ******* and replied to you asking for additional information to locate your subscription. Please reply to that email and I will help resolve your concerns right away.
  
  Kind regards,

• Initial Complaint

  Date:12/13/2022

  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.

  Refund request ticket ******* on Dec 8th. Today is the 13th and have not received the refund.
  Item purchased Nov 19th.********************************************************
  60 Money Back Guarantee
  
  
  Ordered item(s) Unit Price Total
  1 x Malwarebytes Premium ( 2 Devices , 2 Year Subscription ) 87.48 USD 87.48 USD
  Discount 8.75 USD
  Sales Tax / VAT 0.00 USD
  Grand Total 78.73 USD
  
  Request full refund.
  

  Business Response

  Date: 12/14/2022

  Consumer Response /* (2000, 6, 2022/12/14) */
  Business responded late afternoon Dec 13th that refund is being processed. Please close ticket.