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:07/15/2024

  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 MALWAREBYTES PLUS ON 4-15-24 MY OLD COMPUTER STOPPED WORKING I HAVE TRIED FOR DAYS TO TRANSFER THE MY SERVICE CANNOR GET ANY WHERE AT ALL

  Business Response

  Date: 07/29/2024

  Dear *****,

  We sincerely apologize for the frustration you experienced while trying to transfer your Malwarebytes ************ to your new computer. We take our customers' concerns seriously and always strive to provide the best possible support.

  We understand you purchased Malwarebytes Plus on April 15, 2024, and encountered difficulties transferring the service when your old computer stopped working. One of our support agents attempted to contact you by phone to assist with the transfer process but was unable to reach you. As a result, we sent detailed instructions via email (ticket *******) on how to transfer your protection. We're pleased to confirm that you were able to successfully complete the transfer using these instructions.

  For future reference, you can always access additional support options through your Malwarebytes My Account. This includes the ability to live chat with one of our support agents, who can provide real-time assistance with any issues you may encounter.

  We value your business and appreciate your patience as we worked to resolve this issue. If you have any further questions or concerns, please don't hesitate to reach out to us through your Malwarebytes My Account or our customer support channels.

  Thank you for choosing Malwarebytes. We're committed to ensuring you have a positive experience with our products and services.

  Sincerely,

  Customer Answer

  Date: 07/30/2024

   
  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:07/10/2024

  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.

  On July 10, 2024 I purchased the Malwarebytes protection plan from the Apple Store. Part of setting up the account is to receive a code via email. I want the scan and protect because my email has been hacked. I do not have access to my email account, ********************* Malwarebytes does not offer an alt to email contact. The chat bot is of no help. I scheduled a phone call at their earliest availability, one week from today. I want my money back but all interaction is contingent on establishing the account, which requires a code, which is sent to an email address, to which I dont have access. This cant be the first time this has happened. I smell a scam, in addition to being greatly frustrated by their customer support. I want to cancel and have my money returned immediately.

  Business Response

  Date: 07/22/2024

  Hello *****, 

  Thank you for reaching out to us via our support site. I see you were able to work with one of our Agents to resolve your concern. Should you need any further help, please do not hesitate to contact us again. 

  Regards, 

  Malwarebytes Support

• Initial Complaint

  Date:07/03/2024

  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.

  I signed up for a MalwareBytes account years ago, and I "cancelled" it, but they keep billing me and sending me warnings. I do not use their software and I don't want to pay for it, but they have no ability to contact them by phone or email, and they don't support creating a support ticket unless you create an account to do so. I am not going to create yet another account for them to try to bill against, and I want them to go away forever. I've spent many hours trying to resolve this, and they just keep billing me and sending me emails. It should be illegal for a company to take money with no accountability for actually cancelling service when demanded after the service has expired.

  Business Response

  Date: 07/16/2024

  Dear ********************,
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously and appreciate the opportunity to address your complaint.
  We understand your frustration regarding the continued billing for your Malwarebytes account. After reviewing your account details, we'd like to clarify a few points and provide a resolution:
  1. You initially signed up for a yearly Malwarebytes Premium subscription on July 2, 2016.
  2. As per our terms of service, which are presented at the time of purchase, this subscription is set to automatically renew annually to ensure uninterrupted protection. This information is also clearly displayed in the shopping cart during the initial purchase.
  3. We send a renewal reminder email 30 days before each renewal date to the email address associated with the subscription. This gives customers an opportunity to make changes if desired.
  4. Customers can stop automatic renewals at any time through their Malwarebytes My Account portal at www.my.malwarebytes.com.
  5. If no action is taken to cancel, the subscription renews as per the agreed billing terms.
  

  In light of your complaint and to ensure your satisfaction, we have taken the following actions:
  1. We have cancelled your subscription effective immediately.
  2. You should have received a confirmation email regarding this cancellation.
  3. We can confirm that no charges were made for a 2024 renewal.
  4. We've verified that there are no other subscriptions associated with your email address (***************************************).
  

  We apologize for any confusion or inconvenience this situation may have caused. While we believe our renewal process is clearly communicated, we always aim to improve our customer experience. Your feedback is valuable in helping us achieve this goal.
  

  If you have any further questions or concerns, please don't hesitate to contact our customer support team. We're here to help ensure a positive resolution to this matter.
  

  Sincerely,

  Malwarebytes Support

• Initial Complaint

  Date:07/01/2024

  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.

  7/1/24 -- My iPad was invaded this morning. I have Malwarebytes on my desktop and wanted it included on my iPad. I went to their website to get a device added, but couldn't see how to do it. Their Chat was no help. Because they are of no help, I purchased an upgrade, hoping that would allow me to add a second device. But it didn't. After purchasing, I'm told through Chat that I can't scan the iPad for malware, which I previously told them I had. Through Chat, all I'm being told is that they can cancel my whole subscription. And if I don't, I'll be charged the Premium Package indefinitely.I want someone to call me. I want Malwarebytes on my iPad. If that isn't possible, I want my old subscription back. Attached is a replication of the emails through Chat that I had with them today.This company is zero on customer support.

  Business Response

  Date: 07/05/2024

  Hello *****, 

  We are sorry to hear of your trouble reaching us. A support ticket has been created on your behalf. I see you are actively working with an agent to reach resolution. Should you need any further help, please reply to the email you received. 

  Thank you, 

  Malwarebytes Support 

• Initial Complaint

  Date:06/26/2024

  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.

  Cant remove their solfwear from my machine

  Business Response

  Date: 07/05/2024

  Hello ***, 

  Thank you for reaching out. I'm sorry to learn you've had trouble removing Malwarebytes from your device. A support ticket has been created on your behalf. I see you are actively working with an agent to reach resolution. Should you need further help, please reply to the email you received.

  Regards, 

  Malwarebytes Support

• Initial Complaint

  Date:06/21/2024

  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 cannot get past their ChatBot because it tells me I need to login to my account which I am unable to do. I want to cancel two accounts. First for Windows, id=ColinUSA, password unknown, email: *********************** I don't know any particulars on the second account except it is on our Mac laptop. The email on that one might be *********************** I even tried to schedule a phone call but was given only two choices both a week away for June 27. I could not schedule an appointment for July since their calendar was unable to look that far ahead.

  Business Response

  Date: 07/02/2024

  Hello *****, 

  We are sorry to hear of the troubles you encountered while trying to reach us. We created support ticket on your behalf and I see you were able to work with an agent to reach a resolution. Should you need further assistance, please do not hesitate to reach out. 

  Regards, 

  Malwarebytes Support

  Customer Answer

  Date: 07/02/2024

   
  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:06/12/2024

  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.

  I bought a life-time subscription to Malwarebytes n 2009. I attempted to re-install the license. It did not work and after several email exchanges, the company refused to provide support for the product.

  Business Response

  Date: 06/18/2024

  Hello ***, 

  We are sorry to hear of your struggles you encountered while attempting to resolve your concern. I see you currently have an open support ticket with us and are working with an agent to reach resolution. 

  Should you need any further help, please be sure to let us know. 

  Regards, 

  Malwarebytes Support

   

• Initial Complaint

  Date:06/06/2024

  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.

  I entered that I wanted to discontinue my subscription for malware protection with this company. I deleted my information and account. The company still renewed my subscription.The company won't talk to me except through a live chat support that requires an online account. Because I deleted my account when I elected not to renew, I am now unable to recreate it to talk to the company. My problems with them are that I cannot contact them regarding my account problems because they do not talk to people without an account. Additionally, they renewed my subscription without my permission. I am unable to install their software on my phone because of the deleted account issue and I want the charge revoked.

  Business Response

  Date: 06/11/2024

  Dear *******,

  We sincerely apologize for the inconvenience you have experienced with your subscription.

  We understand your frustration and have taken immediate action to address your concerns. We have refunded your latest automatic renewal order (*********) for $86.59. The funds will be returned to your **************** card within the next few business days.

  Additionally, we have disabled the auto-renewal feature on your account, ensuring that you will not be charged again in the future. A separate confirmation email about this has been automatically sent to **********************.

  Please accept our apologies for any trouble this has caused. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Best regards,

• Initial Complaint

  Date:06/04/2024

  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.

  A charge was made 3/30/2024 to renew a subscription that had, according to their website, auto-renew disabled, as shown in the screenshot attached. They also sent an email stating the subscription would expire in seven days, suggesting it would not auto-renew. The only way to cancel is by disabling auto-renew. Customer support stated that this was a visual bug on their end and still refused to process a full refund.

  Business Response

  Date: 06/06/2024

  Dear *****,

  I am writing in response to your recent complaint regarding the renewal charge on your Malwarebytes subscription.

  First and foremost, I sincerely apologize for any inconvenience this situation has caused. We understand how frustrating it can be to experience unexpected charges. We will thoroughly investigate your interaction with our support team and the renewal notification you received. It is our priority to ensure such issues are resolved promptly and do not recur in the future.

  Regarding your refund, I am pleased to inform you that your order has now been fully refunded. A partial refund of $40.95 was processed on June 4th, and I have now issued a refund for the remaining amount of $13.48. Additionally, I can confirm that auto-renewal for your subscription is now disabled, and no further charges will be made to your account.

  Thank you for bringing this matter to our attention. If you have any further questions or concerns, please do not hesitate to reach out.
  

  Best regards,

• Initial Complaint

  Date:05/28/2024

  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 can not cancel subscription from webpage or contact any support

  Business Response

  Date: 06/06/2024

  Dear *****,

  I am writing in response to your recent complaint regarding difficulties in canceling your subscription and contacting support.

  First and foremost, I apologize for the inconvenience and frustration you have experienced. Your ability to manage your subscription easily and reach our support team is very important to us.

  I have reviewed your account and can confirm that your automatic renewal was stopped on May 27, 2024. You will not incur any further charges on your account.

  If you encounter any further issues or need assistance, please do not hesitate to contact us directly.

  We appreciate your patience and understanding.

  Best regards,