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:07/10/2025

  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 bought a subscription of malwarebytes. The subscription I bought was "Elite: which include live support chat and the following services listed bellow. The charge was succesfully made on my credit card but receipt was never issued to my email and the service/subscritpion was never provided. When I attempted to contact a live agent to resolve the issue, I was told I was not allowed to speak to a live agent. The chat bot inwhich I was speaking to and was the only form of communication I had with the company repeatedly did not send me to a live agent nor investigate why my subsription was not showing. It opened several cases for me instead. However, the cases went unresolved and my subscription was never given to me nor was I allowed to speak to anyone in a live chat or telephone call to resolve the issue. Instead I had to email a service representive and hope that they would email back - which they eventually did not. My money was not refunded, the issue was not investigate, nor was the service ever provided. In fact the agent led me to a sight to pay for the service again!After a short time I could not even access the help ticket I would like discontinuance of the advertised claim that live service/live chat is available for subscribers and a modification/disclaimer that customer service is limited to email and AI.I would also like contact from the company as promised in my subscription with a repair or a full refund This has taken me 3 hours to try and resolve yet nothing is resolved. Below are the services that the ELITE package was to provide $2 Million in **************************************** Monitoring Enhanced Dark Web Monitoring 3 ******************************************** Remover

  Business Response

  Date: 07/31/2025

  Dear *****,

  Thank you for bringing this to our attention. I understand how frustrating this experience must have been, and I appreciate the opportunity to clarify and resolve the matter.

  Our records show that you purchased the Malwarebytes Ultimate subscription on July 10, 2025. At the time of purchase, an email with activation instructions was sent to the address associated with the transaction: ******************************* It appears that a Malwarebytes My Account was never fully set up after the purchase. Because of that, no account could have been lockedthere was no completed setup to lock in the first place. Without an active account, certain features and support channels may have been inaccessible.

  We also see that you were in contact with our team under ticket #*******. I regret that your issue was not resolved through that interaction and acknowledge the frustration caused.

  As the product ultimately did not meet your expectations, weve issued a full refund of $127.19, which will return to your original payment method within 57 business days, depending on your card provider.

  We truly apologize for the inconvenience, and thank you for your feedback.

  Sincerely,

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23581338
  
  I am rejecting this response because:

  They.inacurately acuse me of not activating my account for which I could not do in the first. place due to multiple factors which were descripbed in my AI chats and my chats over email with customer service. No advance support was provided for me to access advanced support to activate the subscription

  Therefore, I maintain that there ought to be a disclaimer that no advanced support beyond AI chat or email help tickets witll be provided until activation of ************* is complete.

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/22/2025

  We sincerely apologize for the inconvenience you've faced. Your experience does not meet the support standards we aim for. We should have offered additional help, such as arranging a phone call to resolve the issue more effectively.

  I'm sorry for this oversight.

  I see that a refund has already been processed for you. Additionally, we are working internally to modify our procedures to prevent similar issues in the future.

  Thank you for bringing this to our attention. Once again, I apologize for the frustration caused.

• Initial Complaint

  Date:06/26/2025

  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.

  This program does nothing but make my phone not work. If I have the *** on and im watching a video and a text comes in the phone freezes and glitches. If I leave wifi with the *** on and come back on wifi I have to restart my phone to get it to work. So many phone issues on mt galaxy s24. When I take this junk, scam off of my phone the phone is fine. Why did I pay for a product that makes my phone worse. The customer service is non existent. Their email is abandoned, there's no way to contact a human being.

  Business Response

  Date: 07/31/2025

  Hello.

  Thank you for sharing your feedback, and Im sorry to hear about the trouble you experienced with the *** feature on your Galaxy S24. Thats certainly not the experience we intend for our users.

  The behavior you described (freezing and connectivity issues while using the ***) is not typical, and we have not received similar reports from other users on that device model. That said, we understand that every device environment is unique and we take this kind of feedback seriously.

  Since the product did not work out for you, Ive processed a full refund of $44.99 for your subscription, which was purchased via the ****** Play Store.

  We sincerely apologize for the inconvenience and appreciate you giving Malwarebytes a try. 

  Sincerely,

  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,
  
  ****** *****

• Initial Complaint

  Date:06/18/2025

  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.

  I'd disputed the charge with my bank because in billing it only said ****** not malwarebytes and I thought it was fraud. They reversed the charge and sent me a letter explaining it's Malwarebytes. I used to have a subscription with Malwarebytes so I told my bank, which reversed the charge which is on my credit card again. I wrote to malwarebytes explaining the situation and asked for a refund and they are ignoring me. Please refund me the $50

  Business Response

  Date: 07/31/2025

  Hello.

  Thank you for reaching out and for clarifying the situation regarding the charge on your account.

  Ive reviewed our records and can confirm that the dispute for Order #********* (placed on June 2, 2025) is still currently open with your bank. While the dispute is under investigation, the refund process is being managed directly by your bank. Once the bank completes their investigation and closes the dispute in your favor, the refund will be issued by them and returned to your account.

  Please note that while the dispute is active, were unable to process a direct refund from our side. Issuing a second refund could result in the amount being returned twice once by your bank (after debiting our account) and once by us.
  If the bank concludes the investigation in our favor (meaning they decline to refund the transaction on their side), we welcome you to contact us back, and we will issue the refund directly at that time.

  We understand how confusing this process can be and appreciate your patience while the bank completes their review.
  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,
  
  ****** ******

• Initial Complaint

  Date:06/13/2025

  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.

  Attempted to start a trial with Malwarebytes to find out that I don't know if I have a subscription. Instead of reaching out to their accounts receivable team to figure it out, they gave me circles and information about ****** Play. I have information from the same email used to purchase the trial and they cannot find it. My bank told me to call them. After at least two excuses and a tone that frankly is condescending at best, I am submitting a complaint to verify that the trial did not go through as they took days in even giving me basic information.

  Business Response

  Date: 07/31/2025

  Hello,

  Thank you for your message. We understand your concerns and appreciate the opportunity to clarify the situation.

  We have carefully reviewed our records and can confirm that there is no trial or paid order via ****** Play associated with either of the email addresses provided: ************************ or ************************************.

  You reached out to us on June 9, 2025, by opening ticket #*******, which initially began as a live chat. Our team responded to your follow-up inquiries in under 24 hours. Additionally, as part of our commitment to personalized support, one of our technical leads contacted you by phone to discuss your concerns in more detail.

  Throughout the correspondence, we explained that we were unable to locate any ****** Play subscriptions or trials tied to the email addresses you provided. We regret any confusion and truly want to helpif you believe the order was created under a different email, we are happy to continue investigating.

  Please feel free to contact us again at ********************************** if you would like to provide alternate information to assist with locating any purchase.

  Kind regards,

• Initial Complaint

  Date:06/07/2025

  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.

  company is doing a bait and switch .....on the top of this page for student rates ******************************************************* it says for two devices....when you go to pay it is only showing for one device and if you up it to two devices they try and charge you $36 and change when the charge was supposed to be $29.99

  Business Response

  Date: 06/13/2025

  Hello,

  Thank you for forwarding this inquiry to us. We have reviewed the customer's concerns and would like to clarify the situation regarding the pricing they encountered on our website.
  Malwarebytes offers several product options for personal use with special pricing as part of our Student Discount Program:
  - The Malwarebytes Standard plan for 2 devices is regularly priced at $49.99 USD (before applicable sales tax).
  - The Malwarebytes Plus plan for 2 devices is regularly priced at $72.99 USD (before applicable sales tax).
  

  Based on the customers statement and the price of approximately $36 USD they referenced, it appears they were presented with a discounted offerlikely for Malwarebytes Plus for 2 devices.

  We hope this explanation helps clarify the pricing the customer saw on our website. If the customer would like further assistance or a live representative to review available discounts, our support team remains happy to help at ************************************************.
  

  Sincerely,

  Malwarebytes Support Team

• Initial Complaint

  Date:05/19/2025

  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.

  They took my money, they gave me a reference number. I was never hooked up. I went on today with the chatbots (05/19/25). They made it sound like it was my fault. They said technical support would get a hold of me, but they never did. I don't know why they have a customer service department if they are diametrically opposed to helping customers?

• Initial Complaint

  Date:05/05/2025

  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.

  Business chatbox AI "customer support" will generate a ticket sent to provided email and then automatically cancelled. Tried to register on their forum but won't let me generate an account saying it is linked to spam. I purchased two lifetime products and the company won't even allow me to speak to a live person or contact them via email. I just tried the phone number listed here at BBB under the "Business Headquarters Location" and tried calling it now before submitting this complaint. Always directs to same "round and round" non-solution.

  Business Response

  Date: 06/13/2025

  Hello,
  Thank you for forwarding this inquiry. We are happy to assist the customer in resolving this matter.
  At this time, we are unable to locate any active license keys registered to the email address ******************** though we do see that a Malwarebytes My Account was created using this address. No subscriptions or lifetime licenses are currently associated with this account in our system.
  In order to proceed, the customer may choose one of the following options:
  a) Submit a support request directly through our support portal at ************************************************, or through the Malwarebytes My Account portal. Once the request is submitted, one of our representatives will reach out to assist.
  b) Alternatively, the customer may provide us directly through this BBB platform with the license keys in question and proof of purchase or details about where the licenses were originally purchased. For security reasons, this information is required when dealing with legacy lifetime keys (which Malwarebytes has not sold for many years) to ensure proper ownership verification before we can make any account changes or provide additional support.
  We remain fully committed to helping resolve the issue once we receive the necessary information.
  Sincerely,

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23288788
  
  I am rejecting this response because: No response for a customer that paid and provided receipts for their products is unprofessional and not a company that deserves anyones business. I will no longer recommend their products and will do the opposite instead, sharing my story.
  

  Sincerely,
  
  Min Sue

• Initial Complaint

  Date:04/30/2025

  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.

  Been trying to actually talk to a real person for over a month to~ MALWAREBYTES, computer security system...No such luck , you have to use a BOT and they email you a ticket. My email and security system had been hacked and I was charged by a scam $420.23USD for 5 devices..I have 1 an Apple Mac desktop..I do have Malwarebytes for my Apple PC.. but not 5 and my subscription is up every Sept. I REALLY would like to talk to a REAL person. What I received today I forwarded to ***** as Phising.Please help us all that need to talk to a human

  Business Response

  Date: 06/13/2025

  Hello,

  Thank you for bringing this matter to our attention. We have carefully reviewed the customers complaint and would like to clarify the situation and assist accordingly.
  

  After reviewing our records, we can confirm that the charge of $420.23 USD was not processed by Malwarebytes. Unfortunately, based on the description provided, it appears that the customer may have been the victim of a tech support scam involving individuals falsely claiming to represent Malwarebytes (or other well-known companies such as *********, ******, etc.). This type of scam is unfortunately quite common. For reference, we have an article that may be helpful: ******************************************************************************************************

  If the customer has not done so already, we strongly recommend they contact their bank or credit card provider to dispute the unauthorized charge and request a refund. We also wish to reassure the customer that they do indeed have a valid ********************** subscription, which is currently active and protecting their Mac device. This subscription is scheduled to automatically renew on September 1st, 2025. If the customer granted remote access to their device to any third party during this scam, we strongly advise running a Malwarebytes scan on the device immediately.

  Additionally, our support team is available to provide further assistance if needed. Should the customer wish to speak directly with a support representative, they may contact our 24/7 Live Chat Support by logging into their Malwarebytes Account at *****************************************************;and accessing the Help Section for real-time support.

  We remain fully available to assist and help ensure the customers account and devices remain secure.

  Sincerely,

• Initial Complaint

  Date:04/08/2025

  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 requested a refund from Malwarebytes for $40.49 for an annual membership that was due to expire on 12/12/25 (purchased on 12/12/24 thru ****** Play via Cash App). I was not able to access my membership instead being informed by their agent that my membership was inactive and I needed to upgrade to a $149 membership and the previously paid membership of $40.49 would be deducted and is have to pay $99. I then asked for a refund of my $40.49 and the agent the same message of upgrading my membership then disconnected the telephone call without notice.

  Business Response

  Date: 06/13/2025

  Hello,
  Thank you for forwarding this complaint. We have thoroughly reviewed the customers concerns and account history.
  Based on our records, we were unable to locate any prior support tickets or interactions with Malwarebytes Support under the email address *******************************.
  Malwarebytes does not maintain an inbound phone support line and we do not employ agents who call customers or ask them to upgrade to higher-tier plans in order to access existing subscriptions. This type of behavior might be unfortunately consistent with tech support scams, where third parties falsely pose as Malwarebytes or other security companies to defraud individuals. We strongly encourage customers to exercise caution when contacted by any party offering unsolicited phone support.
  We did locate a valid subscription purchased via ****** Play in December 2024 for Malwarebytes Plus, totaling $44.99 USD. According to our records, this subscription was never activated on the customers Android device.
  In the interest of customer satisfaction, we have now issued a full refund of $44.99 USD for this purchase.
  We hope this fully resolves the matter. Should the customer require further assistance, our legitimate support channels remain available via our official Malwarebytes Support portal.

• Initial Complaint

  Date:04/03/2025

  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.

  There is no option to cancel your subscription. They hide it under the guise of "auto-renewal". But then, that option does not show up when you go to manage your billing. I had canceled (from my understanding) my subscription but ended up getting billed again because I didn't turn off auto-renewal. The auto-renewal was not even an option in my account. How are you supposed to cancel a subscription if they do not provide you a means to do so? And then of course, the only assistance you get is from an AI chatbot, not a real human response.

  Business Response

  Date: 06/13/2025

  Hello,

  Thank you for forwarding this complaint. We have reviewed the customers account and the timeline of events.
  Our records show that the customer contacted ********************** via our Live Chat support channel in ticket *******. During that interaction, at the customers request, our representative successfully disabled auto-renewal for the subscription. As a result, the subscription will not renew at the end of the current term. The customers account is now set to expire at the end of the billing period without any further charges.
  We do regret any confusion the customer may have experienced prior to contacting our support team, but we can confirm that the auto-renewal cancellation request was fully processed during the live chat session.
  If the customer has any additional questions or needs further assistance, our support team remains available.
  Sincerely,