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:03/28/2025

  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.

  On 3/16/25 I attempted to renew my annual subscription but their website wouldnt let me renew it. I contacted the customer support service and was told there was a problem with the site. The *** sent me a link to repurchase the product with a 35% discount for the inconvenience. Using the link I was sent via the chat (you never actually talk to anyone) I downloaded the product. I had no problem with my PCs but when I activated the product on my phone, it was a totally different product than I previously had. I have been trying unsuccessfully since then to get this resolved but I still dont have the product on my iPhone that I had purchased in March 2024. Ive sent several emails but the only response I receive is do you need any further help? Ive sent screenshots of the issue. No response at all. Each time I attempt to renew my annual subscription theres always some kind of issue. It is my belief that because I choose not to auto-renew, this is what the company does in an attempt to force customers to use the auto renewal option. Its an option that I dont use with any company. I simply want the product I was trying to renew but I am being ignored.

  Business Response

  Date: 09/09/2025

  Dear *** ******,
  

  Thank you for sharing your concerns. I reviewed your account history and would like to provide clarity.
  

  The only ticket we found under your details was from March 21, 2024. At that time, you believed a subscription had been canceled and replaced with a 2-year subscription without your permission. Our agent ****** clarified the billing cycles, explained that no subscriptions had been canceled, and confirmed your product access. Since you also mentioned confusion about duplicate charges, the agent ensured one charge was refunded and, to resolve the matter, issued a 1-year courtesy license. That courtesy license (ending in ****** has since expired.
  

  At present, you do have an active Malwarebytes subscription, which is protecting two devices: 1 iPhone & 1 MacBook. You still have an available seat. If youd like to activate Malwarebytes on another iPhone, you can easily do so by following this guide: ********************************************************************************************************
  

  Also, please know that we do offer live chat support 24/7. By logging into your Malwarebytes My Account, you can connect directly with a support agent at any time (*************************************************************************************************************************).
  

  I hope this clears up the confusion and helps you make the most of your subscription. Please let us know if youd like further assistance.
  

  Kind regards,

• Initial Complaint

  Date:03/18/2025

  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.

  Attached a PDF of the problems trying to contact the company's support.

  Business Response

  Date: 03/28/2025

  Dear Mr. ***************** you for reaching out to us, and we're sorry to hear about the difficulties you've experienced in contacting our support team.
  

  To address your concern regarding Browser Guard update notifications, please refer to the following support article:
  **************************************************************************************************************************
  In the article, navigate to the last section titled "Notifications." Here, you will find out about the option "New release notifications," which you can easily toggle off. Disabling this setting will prevent any further notifications related to product updates.

  
  We appreciate your patience and understanding. Should you need any further assistance, please don't hesitate to contact us.
  Warm regards,

• Initial Complaint

  Date:03/16/2025

  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 sent them an email regarding the subscription and was asking for a reply, I have never received an email from them. They also refuses to delete my account. Lastly, the continuous renew a recent unauthorized charge on my account.

  Business Response

  Date: 03/28/2025

  Dear Ms. ********************* style="font-size: 0.875rem;">Thank you for reaching out and sharing your concerns. Upon reviewing your account and support history, I would like to provide clarification on your interactions with our support team.

  Our records indicate the last communication we received from you was via chat on March 16, 2025 (ticket #*******). You engaged in a live chat with one of our agents, ******, who subsequently sent you a follow-up email, to which we did not receive a response. Additionally, we found another support interaction on May 17, 2024 (ticket #*******), where we also replied the same day but received no further response.
  

  Regarding your subscriptions:
  1. Malwarebytes Identity Essential for 1 device (Order #**********, purchased May 17, 2024, will expire on May 15, 2025, and is not set to renew automatically.
  2. Malwarebytes Identity Ultimate for 1 device (Order #**********, purchased May 15, 2024, will also expire on May 15, 2025, and is not set to renew automatically.
  3. Malwarebytes for Teams for 1 device (Order #********** renewed on March 15, 2025, was a continuation of your subscription from the previous year (Order #********* from March 15, 2024). This renewal was set to automatically renew again on March 15, 2026. I have processed a full refund for your recent renewal order from March 15, 2025, and cancelled the automatic renewal to ensure no further charges.

  If you would like to delete your Malwarebytes account entirely, you can follow the instructions provided here: **********************************************************************************************************************.
  

  Please let us know if there is anything further we can assist you with.
  

  Warm regards,

• Initial Complaint

  Date:02/23/2025

  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 contacted this firm (6) times via their online chat - which is absolutely miserable. I also sent (2) emails to the owner. All met with abject failure.1. The email address on file: *************** has been "hacked and the account was CLOSED"2. Since my email account has been CLOSED I obviously cannot receive emails to it. Which they send to over and over and over until I want to VOMIT!3. I have requested they send an email to: *********************** to update the email address on file so that I may login with my current password 6 times. I have waited online for an Agent for HOURS & this method fails every single time.4. Contact me at *********************** so this issue can be resolved.

  Customer Answer

  Date: 02/26/2025

  Greetings

   

  I spoke to one of your personnel today via telephone and she suggested the quickest method of cancelling

  my complaint was to forward this email to you. The company in question resolved the problem yesterday

  and I trust you will help me cancel this upon receipt. Thank you for your time and consideration.

   

  Best regards,

   

  ***** L. ******

• Initial Complaint

  Date:02/17/2025

  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 billed for a service i no longer have. The charges Malwarebytes took from my credit card were unauthorized. I went through this process before with them. also changed my credit card ********* far as I'm concerned this is criminal behavior on their part.BBB contacted them before and I was refunded along with an apology.I had tried again to contact their website with the same road blocks as before.They are not allowing me to reach them.Please help.Thank you

  Business Response

  Date: 03/28/2025

  Dear Mr. ******************** you for bringing this to our attention. Upon reviewing your account, I can confirm that the charge you experienced was due to the automatic renewal of your subscription. The automatic renewal terms were clearly communicated in the shopping cart at the time of your initial purchase.

  I apologize for any inconvenience this has caused. To resolve this matter, I have processed a full refund on order 488418353 for $26.91 and have also cancelled the auto-renewal feature on your account, ensuring you will not experience future charges.

  If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Warm regards,

• Initial Complaint

  Date:02/04/2025

  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.

  I purchased a *********** in August 2024, for a 1 year subscription after a trial period. Shortly after the paid subscription started, I started having increasing difficulty establishing connection with the **** It would often disconnect, or take a long time to connect. I eventually stopped using it, due to it's inconvenience. In the past few weeks, it stopped working altogether. I tried multiple times to restart the application and the re-connect to the **** but it would not work. Eventually, I reached out to the company's support chat to ask for assistance, but they were not helpful at all. They asked me to re-install the program or check for updates, which I already did, numerous times. I have been following up with them since last week, asking for a resolution, or at least a partial refund due to services not given for a product that I paid for. They simply stopped responding to me despite many follow *** and warnings that I would report to BBB if they had no interest in assisting. This has been a frustrating experience due to lack of customer service, lack of resolution, and lack of responses.

  Business Response

  Date: 02/10/2025

  Thank you for your understanding. As noted in the support ticket, we've agreed to refund you for the subscription, and we believe the issue should now be resolved.
  
  If you encounter any further problems, please dont hesitate to reach out again, and we'll be happy to assist you further to make sure you are fully satisifed.

  Customer Answer

  Date: 02/10/2025

   
  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,
  
  ****** See

• Initial Complaint

  Date:01/24/2025

  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.

  We paid the membership fee in January 2024 in hopes of recovering a hacked ******** account. The company did not retrieve the account successfully and stopped responding to contact by March 2024. Then in January 2025 they charged us another annual fee and continue not to respond to us. We are requesting a refund of $69.99.

  Business Response

  Date: 02/10/2025

  We sincerely apologize that you were unable to receive assistance from our sister company, ****** now powered by Malwarebytes. We see that you have disputed the charge and it appears you have already been credited by your payment provider. If there is anything else we can assist you with, please do not hesitate to let us know.

  Customer Answer

  Date: 02/11/2025

   
  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:01/08/2025

  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.

  ***** years ago, i paid for malwarebytes for 3 devices.every year on 03/09 its automaticaly charge and renew for one more year.2 days ago i habe a new laptop.i went to old laptop and deactivated malwarebytes. Premium.went to new laptop,download malwarebytes premium and they block me to activate,they ask me to pay again,they say i have only 1 device.all those years i had activated for 3 devices.and now they do not let me to move it from old to new device, 1 of 3 devices.please help me.

  Business Response

  Date: 02/10/2025

  Hello,
  
  I wanted to let you know that one of our colleagues appears to have been able to assist you through our support ticket system. Your access has been restored due to a processing error, so everything should be working fine now. 
  
  If you need any further assistance or have additional questions, please don't hesitate to reach out.
  
  

  Customer Answer

  Date: 02/12/2025

   
  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:12/27/2024

  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 asked to change my billing address through the support chat as there is no way to proceed otherwise and as I moved from ** to *******. On Dec 24th my auto renewal took effect but I still was charged QST (Quebec tax). I contacted Malwarebytes but they refused to do any commercial gesture and told me they can't find any trace of my request - even though I have a full transcript with a Malwarebytes agent confirming the billng address was changed to *******.. There billing provider (************) told me that they changed my address on Dec. 27th for further transactions but nothing they can do for the recent 24th of Dec.... I checked again later that day and billing address is still ******. This is very poor business just for a common process as changing a billing address.... and still be charged non applicable tax like Quebec tax when you live in *******...

  Business Response

  Date: 01/03/2025

  Hello *****, 

  We are sorry to learn of your experience. I've located a support ticket you currently have open. It appears the agent you spoke with updated the address on your My Account page. Our billing partner is responsible for managing invoice billing addresses. Your ticket is currently with our billing partner awaiting an update. 

  Thank you for your patience.

  Malwarebytes Support 

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22738432
  
  I am rejecting this response because:
  - Yes Cleverbridge confirmed to ne that address has been change, however:

   - On the client space (not the invoice,  the actual client space billing section), I still have a zip code from ****** in the billing section so I'm not sure it is actually up to date for next time. It is confusing as you can read below...

  - I asked to change my address through Malwarebytes support with a chat agent back in November, was confirmed it was done, but Cleverbridge was never aware of this and therefore I got charged Quebec taxes on my annual renewal on Dec. 24th even if i was told my address had been changed to my new Ontario address back in November. The line of communicatiion between MalwareBytes support team and Cleverbridge billng team is broken or non existant and Customer must pay the time and price for it?? Cleverbridge support has been appalling...

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

  Business Response

  Date: 02/04/2025

  Subject: Re: *** Tax Issue
  
  Hi,
  
  I'm sorry to hear that you're experiencing issues with the *** tax. Please rest assured that we are actively following up on this matter to ensure that the tax is refunded to you as appropriate.  A new support ticket has been opened, and our team will be addressing your inquiry shortly.
  
  Thank you for your patience, and we will keep you updated on the progress.

  Customer Answer

  Date: 02/05/2025

   
  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.

  Billing team will refund me the *** part and this is satisfactory to me. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:12/26/2024

  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.

  Dec *******, Malwarebytes sent me an invite to upgrade my standard subscription to their Malwarebytes Ultimate for 50% off which totalled $55.56. It will auto-renew after a year at a price of approx $225 (i did not write down the exact amount). I clicked to upgrade and got an emailed receipt (which i include below and as an attachment PLUS the customer service dialog) it *************************** Ultimate (1 Year Subscription, 1 Device) $102.88 USD. Discount $51.44. Sales Tax $4.12 Grand Total. $55.56 When. i logged into my account, it says that my Ultimate Plan will autorenew July 2025 - exactly when my Malwarebytes Standard annual subscription ($44.99) was scheduled to renew. I assumed my new plan would pre-empt my existing plan and auto-renew December 2025. **** at Customer support clarified that the upgrade was to my existing subscription and would expire when my existing subscription would expire. The receipt says one year but they are only honoring 7 months. I asked for a refund of the upgrade. **** said that if he refunds the upgrade, then my entire subscription will be cancelled. I was given no choice but to lose the unused 7 months of a existing prepaid subscription ($26.24) . They put full year on my receipt. But if it only applies to my existing plan which started 7/25/23, then they knew they were not offering a full year. Frankly, I am confused by a company that preys on their existing customer base and then preemptively cancels their customers' unused portion of their existing contracts before they have expired when a customer asks for a refund on a service that has not even been provided yet. Gutsy. Since they insist on cancelling my existing subscription, then I request that the unused portion $26.24 of my existing plan be refunded. I am assuming that the $55.56 has already been refunded. If not, then the total refund i would want is $81.80

  Business Response

  Date: 12/27/2024

  Hello ******, 

  I'm sorry to learn of your confusion over our upgrade offer. As per your request, I have initiated an additional refund of $26.24. I would like to confirm that we have already issued a refund in the amount of $55.56. Please allow 5-7 business days for your refunds to fully process. 

  Thank you, 

  Malwarebytes Support

  Customer Answer

  Date: 12/27/2024

   
  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,
  
  ******* ********