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:11/25/2024

  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.

  Malwarebytes is impossible to get ahold of. I tried to talk to support to get a question answered, but it wasn't straightforward enough for the ** to answer (bit of a red flag already, having that), so it said it would connect me to a live agent, but nothing happened for an hour. I tried submitting a ticket instead, but it was immediately closed since I was using the free version, so my email isn't connected to an account. Now that I think about it, asking to chat with a live agent also required my email, so maybe that's why no one ever came. But it'd be nice if it told me that like the email did... And in that case, free users can't get any real help at all. Why do they not want free version users to be able to ask questions before deciding to buy? What are they hiding? Here's what my ticket said:"I want to use the android app but refuse to ever give my credit card to ****** play; I'm not at all comfortable with that. So I can't use premium or even free, since it won't let me bypass the "start a free trial" screen. Is there a way to open an account, on my computer (maybe I'll try the paid version but honestly I'm not sure anymore, since I've been waiting to chat with a so-called "live agent" for at least an hour in another tab, with no indication that one may ever come), and then add the android app to my phone without giving ****** play my credit card?"It had been fine until I got a new phone the other day, the app transferred over, and there was suddenly a "start a free trial" screen, which won't go away unless you provide payment info. Now I'm sure I don't want to give them money after the horrible customer service experience (that tab is still open after two hours now, pretending to be connecting me to a real person), and forcing mobile users to expose their credit card to ****** play is a scummy move to begin with.

  Business Response

  Date: 11/27/2024

  Hello Hannah, 

  I'm sorry to hear of your trouble contacting us. Malwarebytes does not prohibit users of our free software from working with support. 

  Signing up to use the free version of Malwarebytes does require a payment method be input initially as the free version starts out as a free trial. Should you choose not to sign up for the paid version at the conclusion of your trial, you will be able to continue using our free offer version. I've created a support ticket on your behalf and will follow up with you directly. 

  Regards, 

  Malwarebytes Support

• Initial Complaint

  Date:11/25/2024

  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.

  Malwarebytes is a rip off company......they charge you no matter what you do...hoping you will go away.....

  Business Response

  Date: 11/27/2024

  Hello ******, 

  Our support team has reached out to you with the following message:

  We are unable to process a refund for order number ********* because a dispute for this transaction was opened with your bank/payment service provider.

  Once a transaction is disputed, your bank/payment service provider opens an investigation into your claim. The transaction amount is deducted from Malwarebytes and will be processed as a refund, if the dispute is closed in your favor. During this period, if we processed a refund, the order would be refunded twice: once by Malwarebytes, and once by your bank/payment service provider, for the dispute.
   
  The following options are available:
  A.) Allow your bank/payment service provider to finish the investigation
  Note: this might take up to 3 months.
  B.) Close the dispute with your bank/payment service provider. Once the dispute is closed, we are able to issue a refund.

  Please reply to the support ticket for further assistance. 

  Regards, 
  Malwarebytes Support

• Initial Complaint

  Date:10/21/2024

  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 have a yearly paid subscription for Malwarebytes on my HP Laptop Windows 11 and I have been unable to sign in to my account. I spent time with an agent chat online for no help. I asked to create a ticket as I told the agent his suggestions had been tried and did not help. I requested to speak with a supervisor or another agent, but the only reply to my email is same agent with same advice.

  Business Response

  Date: 10/30/2024

  Dear ******,
  Thank you for bringing this matter to our attention. We understand your frustration and are committed to providing effective support.
  I see that one of our US-based supervisors, ******, reached out to you via ticket number ******* to assist further with this issue. In his communication, ****** explained that this type of problem is often caused by another security software installed on the device or an active firewall, both of which can interfere with accessing the Malwarebytes account.
  In your latest message on October 23 at 13:25, you indicated that you do not wish to explore this issue further, as it appears to have been resolved ("I do not wish to further explore, as I believe the problem with your site timing out is resolved at this time"). However, if you continue to experience any issues, please feel free to reach out, and well gladly provide additional assistance.
  If you would prefer a refund instead, please let us know, and well be happy to process it for you.
  Thank you for choosing Malwarebytes. Were here to help however we can.
  Best regards,

• Initial Complaint

  Date:10/14/2024

  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 received a notice by email from Apple Pay that I was being charged for a subscription to a Malwarebytes virus protection plan. I had opted to use a 7 day free trial for one of their services. That free trial was due to be automatically renewed on Oct. 4. I dont believe that I activated a subscription to any Malwarebytes product. In any case the important fact is that I tried cancelling and/or deleting any connection to Malwarebytes on October 2 and 3 before that automatic renewal kicked in on Oct. 4. Different pages on the Malwarebytes site did not allow me to cancel or stop the automatic renewal process. I have not, nor do I currently use any Malwarebytes product or service.NOTE: I took screen photos of those pages on Oct 2 before automatic renewal showing that nothing was activated and that my attempt to cancel failed (was not allowed by Malwarebytes). Ive uploaded 3 photos.I acted in a timely fashion to terminate the free trial with Malwarebytes and was not allowed to do so by their site. Thus I dont believe Im responsible for any ********** asking for help from BBB to get Malwarebytes to immediately terminate any connection (account) or association between Malwarebytes and myself and to cease and desist any attempts to collect any funds from me.The fact that its impossible to contact any human at Malwarebytes by phone regarding their personal software services is very telling. Its been very frustrating in to trying to contact a company representative as well as successfully cancel any association with ************************* a senior citizen (81 years old) with a very limited income (only a nominal monthly social security check). So any unnecessary costs (or wrongful charges) must be avoided if possible. I strongly believe any charge by Malwarebytes is wrongful. The amount they may be attempting to colllect is probably between $45 to $49 (they only charge annually). But Im not sure of the exact amount. Thanks for your help.

  Business Response

  Date: 10/17/2024

  Dear Sheldon,

  Thank you for reaching out regarding your recent experience with Malwarebytes. I understand how concerning this situation must have been, and I’d like to provide some clarification and guidance to resolve your concerns.

  First, I want to assure you that we have checked our system, and with the email address [email protected], there is a record of a trial subscription. However, this trial has expired, and no payment was deducted for it. Any subscriptions purchased through the Apple App Store are managed directly by Apple. This process is governed by Apple’s policies, not Malwarebytes. If you are seeing any charges or renewal attempts, it would need to be addressed through your Apple account. Unfortunately, we do not have the ability to manage, cancel, or refund subscriptions made through Apple.

  We understand how frustrating it can be to have difficulty reaching support, and we apologize for any inconvenience this has caused. Please know that you can always contact Malwarebytes for assistance via support.malwarebytes.com, where we offer 24/7 live chat. This should help you connect with someone in real time if needed.

  I hope this clarifies the situation. If you have any further questions, or if there's anything else we can assist you with, please don’t hesitate to reach out. We want to ensure that your concerns are fully addressed.

  Best regards,

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22421566, and find that this resolution is satisfactory to me.  
  Thanks for your prompt assistance.  I really appreciate your help, great job.
  
  
  
  Sincerely,
  
  
  
  Sheldon Sauders

• Initial Complaint

  Date:10/13/2024

  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 opt out to avoid being charged. It says NA which is in contradiction to the website directions of opting out.

  Business Response

  Date: 10/17/2024

  Dear *****,

  Thank you for reaching out regarding your subscription concerns. Id like to clarify the process for managing your subscription.

  It appears that your Malwarebytes subscription was purchased through ****** Play. Per ****** Plays policies, the management of your subscription, including auto-renewal options, is handled directly through your ****** Play Store account, not through our website. This is why the opt-out option you were looking for may have been labeled as NA on our platform, as ****** manages all subscription-related processes for purchases made via their store.

  That being said, I have gone ahead and cancelled the auto-renewal for your subscription. You will not be charged going forward, and your subscription will end at the conclusion of the current billing period.

  If you need further assistance managing your subscriptions through ****** Play, you can also follow these steps:
  Open the ****** Play Store app.
  Tap your profile icon in the top right.
  Select Payments & Subscriptions.
  Tap Subscriptions and find your Malwarebytes subscription.

  If you have any further questions or concerns, feel free to reach out.

  Sincerely,

• Initial Complaint

  Date:10/08/2024

  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.

  The program cannot be downloaded on the surface PC. The company charged for 14 devices and has triple bill my credit card.They refuse to credit any services

  Business Response

  Date: 10/17/2024

  Thank you, *****, for reaching out and sharing your concerns with us. We sincerely apologize for any confusion or inconvenience regarding your subscription and billing.
  

  Regarding the number of devices and charges:
  - You do not have a subscription for 14 devices. You originally purchased a Malwarebytes Ultimate subscription in October 2022 for 3 devices. On September 7, 2024, you upgraded your subscription twiceonce from 3 to 5 devices and then from 5 to 7 devices.
  

  Refunds processed:
  - After speaking with our support team, we cancelled your subscription and refunded the charges for both of your most recent orders: Order ********* (upgrade from 3 to 5 devices) for $24.90 was refunded in full. Order ********* (upgrade from 5 to 7 devices) for $5.73 was also refunded in full.

  Refund policy for older orders:
  - Unfortunately, we are unable to process refunds for your original order from 2022, as it falls outside of our 60-day refund policy, and the subscription was previously activated.
  

  We appreciate your understanding, and if you have any further questions or concerns, please feel free to reach out to us. Were here to help.

• Initial Complaint

  Date:10/04/2024

  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 2 year subscription on the enclosed invoice on 11-23-2023.Malwarebytes is claiming that my subscription has expired.I have provided all the information to no avail.They said they do not care what the invoice says my subscription is ended.I have enclosed there invoice showing the 2 year subscription.Invoice Information Invoice Number BI60213226 Order Number ********* Invoice Date 11-23-2023 Invoice Amount $81-73 Fro 2 year subscription 6 users.

  Business Response

  Date: 11/27/2024

  Hello,

  Thank you for bringing the concerns to our attention.

  On November 23, 2023, the user upgraded their ********************** Premium (2 years/3 devices) subscription to Malwarebytes Essentials (2 years/6 devices). Wed like to clarify that an upgrade does not act as a renewal of your subscription. Instead, it enhances the existing subscription by increasing the device coverage, without altering the original subscription's expiration date.

  As part of the upgrade process, customers are not charged the full price of the new subscription. Instead, a prorated amount is calculated based on the time remaining on the current subscription. For context, the full price of a new Malwarebytes Essentials (2 years/6 devices) subscription is $324.98, while the prorated cost you were charged was $81.73.

  This prorated pricing is clearly communicated during the upgrade process to ensure transparency.

  We hope this explanation resolves any confusion. If you have further questions or need assistance, please dont hesitate to reach out.

  Sincerely,
  

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22379270
  
  I am rejecting this response because:

  Nothing in their invoice explains this is an upgrade.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/10/2025

  I hope this message finds you well. I want to sincerely apologize for the inconvenience youve experienced. We have received your details and will have someone reach out to you shortly to work together on finding a suitable solution.
  
  Thank you for your understanding, and we will connect soon. 

  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:10/02/2024

  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.

  Purchased their Malwarebytes Premium software from Office Depot Sept. 27, 2024. The softwarte constantly blocks my ISP. The process of getting it to allow you to access important applications/sites on your computer is a nightmare. This company is elusive and makes it impossible to find them. There is nothing on the box referencing customer service, return policy, etc. I cannot support a company that hides their presence from the customer and forces everyone to use their bots or AI. I have opened the box and cannot return it to the store. I will NEVER purchase another product from this company. I want a FULL REFUND for this junk.

  Business Response

  Date: 10/17/2024

  Hello.

  Thank you for bringing this to our attention, and we sincerely apologize for any frustration you've experienced. We understand how important it is for software to function properly without causing interruptions, especially when it comes to accessing vital applications and websites.

  Regarding the technical issue you're encountering:
  - Malwarebytes does not block ISPs and this may be a specific configuration issue. Weve taken the initiative to create a support ticket on your behalf with our technical support team. A representative will reach out to you via email to assist with troubleshooting and resolving this matter if you're interested in continuing with our software.
  For customer support:
  - We are committed to providing responsive support. You can reach Malwarebytes customer support through our website at **************************************. In the lower right corner, click the question mark button, give a brief overview of your issue, and you'll have the option to either submit a ticket or chat with a live representative. Were available 24/7 and ready to assist.
  For your refund request:
  - Since the product was purchased from ************, we recommend reaching out to the store directly for a refund, as retail purchases are subject to the stores return policies.

  Once again, we apologize for any inconvenience caused and hope that we can resolve this matter for you.

  Sincerely,

• Initial Complaint

  Date:10/02/2024

  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 cancelled my subscription removed the software from my computer and it said sorry to see you go then this morning at 1 a.m. they charge me

  Business Response

  Date: 10/17/2024

  Thank you, George, for bringing this to our attention, and we sincerely apologize for any confusion or inconvenience you experienced with your subscription.

  It appears that while you cancelled the auto-renewal for your subscription, this action was completed one hour after the renewal order had already been processed. A refund for the auto-renewal order was processed on October 3rd, and the funds should be reflected in your account soon, if not already. Your subscription has been fully cancelled, and there will be no further charges or renewals moving forward.

  We appreciate your understanding and again apologize for any inconvenience caused. If you have any further questions or concerns, please don't hesitate to reach out.

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22369104, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Gerard Wandolowski

• Initial Complaint

  Date:09/17/2024

  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 have a notification on my couputer stating that my website is blocked due to compromised. I cannot utilize their chat, send a ticket, or speak to a person because this notification is blocking my ability to chat, send a ticket or use my printer. My VPN is on; I have checked my scan and the indication is that all the functions are working. I want a phone call to remove the notification that blocks me from any function on my computer including contacting Malwarebytes. My phone number is ************. My email is ******************

  Business Response

  Date: 09/24/2024

  Dear *********,

  Thank you for reaching out regarding the notification you're experiencing on your computer. We apologize for any inconvenience this has caused.

  I understand your frustration with being unable to access certain functions due to this notification. To address your concern, one of our Malware Removal Specialists has already sent an email to ****************** (ticket number *******). This email requests some logs from our product on your device, which will help us investigate and resolve the issue as quickly as possible.

  If you could please respond to that email with the requested information, it would greatly assist us in addressing your problem. Our specialist will use these logs to determine the cause of the notification and provide you with a solution.
  

  We appreciate your patience and cooperation as we work to resolve this matter. If you have any additional questions or concerns, please don't hesitate to reply to the email from our Malware Removal Specialist.
  

  Thank you for being a valued customer, and we look forward to helping you resolve this issue promptly.
  

  Best regards,