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Business Profile

Computer Software Developers

Malwarebytes
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 134 total complaints in the last 3 years.
  • 42 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Maleware bytes auto renewed my subscription without my permission and now will not return my money. I had this issue the year before last and stated they were never to auto renew me again. The renewal was also twice the listed amount on their website as they were offering a sale,but charged me full price for 5 computers, which i do not even own.
    Now that I am asking for my refund they will not respond to me.

    Business Response

    Date: 12/21/2022

    Business Response /* (1000, 5, 2022/12/06) */
    Hello******:

    I am very sorry that you were charged for an unwanted renewal.

    This is to confirm a refund is submitted, Ref# ********* for $109.19 ***, and the subscription associated with it is canceled. 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.

    Please reply to your support ticket #******* if I can be of further assistance.

    Kind regards,


    Consumer Response /* (3000, 7, 2022/12/11) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    this is the second time they have done this. They clearly do not care about your wishes.


    Business Response /* (4000, 9, 2022/12/19) */
    Hello.

    This is to confirm that the automatic renewal for your Malwarebytes subscription has been cancelled. A confirmation e-mail has also been sent to the e-mail address associated with your subscription - *********************

    There are no other active subscriptions under ******************** and there will be further payments.

    Sincerely,
    Malwarebytes Support Team

  • Initial Complaint

    Date:12/02/2022

    Type:Product Issues
    Status:
    Resolved
    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 premium subscription to their products app updated said it will run in the background fast forward to a few days ago I tried to run a scan and it said I needed premium features to do this I contacted the business and the only reply was they cannot help since it is managed in the play store I want a full refund of the $12.07 that I paid for the premium service that I never received this is straight up fraud

    Business Response

    Date: 12/07/2022

    Business Response /* (1000, 5, 2022/12/05) */
    Greeting ****:

    I can see that you opened support ticket #******* on November 28, 2022 and have been communicating with our agent ******.

    At your request, ****** refunded your *********** subscription today, December 5, 2022. Please allow 54-7 business days for the funds to return to your account.

    Please reply to ****** if we can be of further assistance.

    Kind regards,


    Consumer Response /* (2000, 7, 2022/12/06) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:12/02/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 full year of Malwarebytes Premium on 12/11/2021 for $ 21.59 .
    I noticed a couple of weeks ago that my Malwarebytes Premium was discontinued and I am back to the free version.
    My subscription is not set to expire until 12/12/2022.
    I have tried to resolve this with Malwarebytes but they keep giving me the runaround.
    Any help you could give me would be appreciated. Thanks.

    Business Response

    Date: 12/05/2022

    Greetings ****:

    I am sorry you are having issues with your subscription. I can see that you opened a support ticket #****** on November 25, 2022. One of our agents replied to your ticket via email on November 30, 2022 but we did not get a response from you.

    I have sent steps to activate your license key and have also extended the subscription until January 12, 2023 to allow you to have use of the full term of the subscription.

    If you have any further questions, please reply to my email and I will be happy to assist you.

    Kind regards,

    Customer Answer

    Date: 01/13/2023

    Dear BBB Malwarebytes offered to extend my premium subscription to 1/12/2023
    I tried to activate my subscription several times with no luck. I think it stinks that Malwarebytes ended my subscription early to try to force me to renew for another year. BAD BUISNESS PRACTICE!

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2022/12/05) */
    Greetings ****:

    I am sorry you are having issues with your subscription. I can see that you opened a support ticket #****** on November 25, 2022. One of our agents replied to your ticket via email on November 30, 2022 but we did not get a response from you.

    I have sent steps to activate your license key and have also extended the subscription until January 12, 2023 to allow you to have use of the full term of the subscription.

    If you have any further questions, please reply to my email and I will be happy to assist you.

    Kind regards,


    Consumer Response /* (3000, 12, 2023/01/13) */
    Dear *** Malwarebytes offered to extend my premium subscription to 1/12/2023
    I tried to activate my subscription several times with no luck. I think it stinks that Malwarebytes ended my subscription early to try to force me to renew for another year. BAD BUISNESS PRACTICE!

    Business Response

    Date: 11/27/2024

    Hello, 

    The subscription in question was extended. Malwarebytes reached out to **** on Dec 05, 2022 to help him with activating his subscription. **** did not reply. 

    Regards, 

    Malwarebytes Support

  • Initial Complaint

    Date:11/16/2022

    Type:Billing Issues
    Status:
    Answered
    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 used computer back in October 10 2021 that came with a 14 free trial of this software. I didn't renew the software after the did a computer ****** draft from my ****** account and the program has expired. They have no phone number to speak to a person it just a computer website drafting accounts for product that is not on the computer. I am seeking my 79.99 back and have reached out to ******. This action need to be shared with FTC.
    ************************

    Business Response

    Date: 12/09/2022

    Business Response /* (1000, 5, 2022/11/22) */
    Hi *****:

    We received your support ticket # ******* on November 15, 2022. Our support agent replied advising you that there was a dispute open with ****** and we could not refund the order until the dispute was closed.

    The dispute was closed and a refund was issued back to your ****** on November 21, 2022 for Ref# ********* in the amount of $79.99. Please allow 5-7 business days for the funds to return to your account. You will also receive a confirmation email for the refund from our billing provider *************

    The above referenced subscription has been canceled as well and you will not be billed again.

    Kind regards,

  • Initial Complaint

    Date:11/01/2022

    Type:Billing Issues
    Status:
    Answered
    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 notified me that my annual subscription was going to be renewed. Because I saw zero value in their product, I decided to not renew. I attempted to contact their support department at the email address provided, but the email bounced back to me saying their inbox was full. I then opened a ticket on their website and was given a support ticket # of ******* and nobody responded to it. The company went ahead and charged my debit card and I then had to dispute the charge with my bank. Their website gives you no options to cancel the renewal.

    Business Response

    Date: 11/29/2022

    Business Response /* (1000, 5, 2022/11/15) */
    Hello, ******.

    This is to confirm that a refund was issued for order ********* (44.99 USD). The funds should be available on your card in 2-5 business days.

    Your Malwarebytes Premium subscription has also been cancelled so there will be no further automatic renewal payments.

    Sincerely,
    Malwarebytes Support

  • Initial Complaint

    Date:10/24/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Several years ago I contacted this company and paid to have them address an issue with my laptop at the time. I did not knowingly agree to signup for an annual subscription. Each year I attempt to cancel this membership and it is not canceled. When I called I'm given the runaround and then to even cancel it online there is no clear path. I have folllowed the instructions that they have online, however, when I click the gear icon there is no place that reflects that I can manage my subscriptions. I have also emailed their chat line and asked for a refund and a cancellation of my account. This is a scam for them to keep charging individuals for a service that they did not agree to. I want a refund and a cancelation of this service as I no longer use the laptop that I originally contacted this company for. I see others online complaining about this unauthorized charge appearing on their account.

    Business Response

    Date: 12/01/2022

    Business Response /* (1000, 8, 2022/11/11) */
    Hello******

    You submitted a support request ticket #******* to ************ on October 24, 2022. On October 31, 2022 our agent replied to your ticket letting you know that a refund had been issued in the amount of $47.69 on October 245, 2022 back to your Visa ending in*****. The refund typically takes between 5-7 days to return to your account. The subscription associated with that refund, Ref#**********, was canceled at the time of the refund.

    If you have not received the refund, please reach out to the bank associated with your Visa ending in*****.

    Kind regards,

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