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:01/22/2024

  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 paid Malwarebytes an annual fee. Now I'm locked out of my account and the verification code their site keeps claiming to send isn't going to my email address, not my inbox or spam folder. I've opened multiple tickets requesting log-in help and the company has not responded. I can't get chat help because that requires a log in. I paid for the service; I want access to my account. Simple enough.

  Business Response

  Date: 02/05/2024

  Hello *******, 

  I'd like to apologize for the trouble you experienced in regard to reaching our support team. I see you were able to successfully open a ticket (#*******) on January 17, ****. Last week you confirmed with us via email that your concern had been resolved. 

  Should you need any further assistance, please do not hesitate to contact us again. 

  Regards, 

  April - Malwarebytes Support 

• Initial Complaint

  Date:01/22/2024

  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.

  Malwarebytes have FREE and pay programs for cyber security. I only have had the FREE one the past 2 years. I HAD the pay one in 2018. They have auto debited my card TWICE for 2 years worth of pad subscription despite numerous emails and chats to tell them STOP. There is no place online to cancel a subscription. They tell me no refund last year since 60 days have passed. I filed LAST YEAR to get it back and got the same slurry of emails as they did THIS year (ticket number *******). I filed w/Paypal as well. (***** last year and $48.77 this year!) SCAM!

  Business Response

  Date: 01/26/2024

  Dear ****,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any confusion and inconvenience you have experienced with the billing of your Malwarebytes subscriptions.

  To clarify, Malwarebytes does offer a free version of our product, which is a courtesy service provided for users to clean already infected devices. It allows regular scans but does not include real-time protection, which is a feature of our paid subscriptions.
  

  Our paid subscriptions are sold on a yearly or bi-annual basis, as clearly stated on our website and in the shopping cart. We send at least one reminder email 30 days before the renewal date to give customers the opportunity to cancel their auto-renewal if they choose not to continue with the subscription.

  Upon reviewing your account associated with the email ******************* I found the following details:
  1. Your first subscription (order number ********) was purchased on February 28, 2018. A renewal reminder was sent on January 29, 2019, after which you successfully disabled the automatic renewal.
  2. Your second yearly subscription (order number *********) was purchased on January 3, 2023. A renewal notification was sent on December 3, 2023, and since the renewal was not disabled, you were charged for the renewal on January 2, **** (order number *********). We have noted a claim from PayPal regarding this transaction. When a transaction is disputed, the payment service provider investigates the claim, and the disputed amount is withheld from Malwarebytes pending the outcome. 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. If the dispute is resolved in your favor, a refund will be processed. You have the option to either allow the investigation to continue or close the dispute with your bank/payment service provider. Once the dispute is closed, we can issue a refund directly.

  Regarding refunds for the previous orders (******** from 2018 and ********* from 2023), I regret to inform you that these are significantly outside our 60-day money-back guarantee period, and as such, we are unable to issue refunds for these orders. Our refund policy is designed to give customers ample time to evaluate our products and services, but it does have a set limit to ensure fairness and operational efficiency.

  Regarding your communication history, we have records of ticket ******* from November 22, 2018, where you requested assistance for reinstalling Malwarebytes on your Mac, and ticket ******* from January 3, 2023, where you requested a refund for the chargeback, which was explained in line with our response to the PayPal dispute.
  

  If there are any other ways we can assist you or if you have further questions about our products or policies, please don't hesitate to let us know.
  

  Best regards,

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21158467
  
  I am rejecting this response because: They have REFUSED to refund me unless DROP a complaint? They have no way to cancel this auto renewal online that I have seen and called about for help. To 'activate'? Not explained anywhere and I ASSUMED it means to activate as in make the account active. I never punched that and was charged anyway. It is STILL not activated. YET I am paying and no refund. I called the business and they do not take consumer calls. You are referred back to the website by message at that option: ************. PayPal took no responsibility saying it's up to MY BANK? So, if my BANK refunds me then ************ *** gets away with ripping me off 2 years in a row!!? NO. This COMPANY needs to refund me. We are within the 60 days. REFUND ME NOW. There is NO place on the website to do this except 'request a refund'--which I did and they are not cooperating at all. My computer crashed when I called several years ago and I was trying to activate the paid one--never activated and the never refused then either. RIP OFF company. Never EVER again.
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/07/2024

  Hello.

  Thank you for reaching out to us regarding your refund request. I want to clarify that we are not denying your refund. As mentioned in our previous correspondence, your order qualifies for a refund under our 60-day money-back guarantee policy. However, the initiation of a dispute with PayPal alters the refund process significantly.

  Upon filing a dispute, PayPal temporarily deducts the disputed amount from our account in this case, the $47.11 you were charged and holds it pending the outcome of their investigation into the dispute. Should PayPal resolve the dispute in your favor, the debited amount is returned to you. Conversely, if the dispute is resolved in our favor, the funds are returned to our account.
  

  Issuing a refund from our end while the PayPal dispute is ongoing could result in you receiving a double refund: one directly from us and another through PayPal, should they decide in your favor. It's worth noting that the majority of disputes are typically resolved in favor of the account holder by PayPal, suggesting a likelihood that you will receive your funds back through their process.

  In the unlikely event that PayPal resolves the dispute in our favor, please rest assured that we are fully committed to honoring our refund policy by ensuring you receive your money back.

  We appreciate your understanding and patience as we navigate through this process. Should you have any further questions or require additional assistance, please do not hesitate to contact us.

  Best regards,

  Customer Answer

  Date: 02/09/2024

   
  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. I will await the refund from PayPal BUT if they deny it after closing this complaint, I will re-file.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/18/2024

  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: 01/26/2024

  Dear *******,

  I hope this message finds you well.
  
  I am writing to confirm that the refund for your Malwarebytes subscription has been successfully processed. The ***** USD will been credited back to the card used for the original purchase. Depending on your bank's processing times, it may take a few business days for the refund to reflect in your account statement.
  
  Thank you for choosing Malwarebytes. We hope to have the opportunity to serve you again in the future.
  
  Sincerely,

• Initial Complaint

  Date:01/17/2024

  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.

  My credit cards continue to be charged for bogus subscriptions that were NEVER ordered. Malwarbytes' pop-up marketing is apparently set up in a way that can be easily mistaken as just a link for information, but actually sets the person up for some type of subscription. I have NEVER intentionally purchased one of their products, yet I continue to have to dispute charges that they have made on my account. And, to make things worse, they have NO WAY to directly contact them for resolution. Any form they have requires a log in, to "Your Account", which I DO NOT HAVE any record for. I continue to have to close down accounts, and dispute charges with my credit card carrier, just to keep from being pick-pocketed every few months! I am sick of seeing their name on every dispute I have to file in order to keep my money! I DO NOT WANT ANYTHING FROM THEM, except to get off my computer, and leave me alone!

  Business Response

  Date: 01/26/2024

  Dear ****,
  I am reaching out from Malwarebytes in response to your complaint filed with the Better Business Bureau. I want to express our sincere apologies for inconvenience you have experienced with charges related to our products. I am here to assist you with your refund inquiry.

  Firstly, I would like to clarify that Malwarebytes products are indeed sold as subscriptions. These subscriptions are set to automatically renew at the end of each term until cancelled by the customer. This approach is designed to ensure continuous protection without interruption. We do send at least one reminder email 30 days before the renewal, to the email address associated with the subscription, allowing customers to opt out if they no longer require the service.

  Upon reviewing our records, I regret to inform you that I am unable to locate any recent charges under your name, *******************, or the provided email address, **************** The only order I found matching these details is from May 18th, 2016 (order number ********), which was refunded on June 9th, 2016. 

  To assist you further and resolve this matter effectively, could you please provide the last four digits of the card that was charged, along with the date, amount, and description of the charge? This information is crucial for us to investigate the charges you mentioned.

  Looking forward to your reply,

  Sincerely,

• Initial Complaint

  Date:01/10/2024

  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 blocks my business website (vallenmechanical.com) claiming the following: Malware page blocked for your protection Malware pages attempt to install software that can harm the device, gather personal information or operate without your consent..My business offers Process Safety (Hazardous **************** services and is in no way malicious or phishing in any way. I have attempted to contact Malwarebytes twice about this issue and have received no resolution because I do not have a paid subscription with them. My concern is that if a potential customer tries to access my website and they use Malwarebytes, my site will be blocked not only costing me a potential customer but also giving me a bad reputation. This issue needs to be fixed ASAP or my next step is legal action for potential losses and defamation.

  Business Response

  Date: 01/16/2024

  Dear *******,

  I am writing in response to your recent complaint submitted to the Better Business Bureau concerning the alleged blocking of your business website, vallenmechanical.com, by Malwarebytes' software. I'm here to ensure this matter will be resolved promptly and satisfactorily.

  Upon receipt of your complaint, our team undertook a comprehensive review of the situation. I can inform you that, as per our current records and system checks, ********************************* is not being blocked or restricted by any Malwarebytes products.

  Furthermore, to ensure a thorough examination of your case, one of our Technical Support Specialists has initiated direct communication with you on January 15th, ****. Should you require immediate clarification or wish to discuss additional concerns, please feel free to respond to the email sent to *********************************************** yesterday or by replying here.

  Malwarebytes takes pride in fostering a safe and secure online environment for both individual users and businesses. We deeply regret any inconvenience or misunderstanding this situation may have caused.

  Sincerely,

  ******************

  Malwarebytes Consumer Support

• Initial Complaint

  Date:01/03/2024

  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 signed up for the 7 day free trial of *****, a company acquired by Malwarebytes, on December 8. I never downloaded the app and was contacted by ****, CEO on December 9 asking if I needed help. I responded that I wished to cancel the service. I received a response on December 11: Hi there, this is **** from *****. I appreciate you reaching out. I see from the record that you do not have any active subscription or paying subscription. I responded that I wished to cancel. I then emailed Dec 18. I received no responses. On Dec 19 I was charged. I have emailed through the support email- no response. I have emailed ************** numerous times.

  Business Response

  Date: 01/04/2024

  Thank you for contacting us.
  
  After looking into this situation, we see that the complaint was addressed, and no billing occurred on our end.
  
  However, we wanted to let you know that we have reached out to resolve this case to the user's satisfaction. We reached out today, 01/04/2024, to further assist the user as we can not locate any billing that took place and will work directly with the user to make sure they are credited if any billing took place by mistake. 

• Initial Complaint

  Date:12/21/2023

  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.

  My account was closed and refunded without my order. This business doesn't have live support and their robot is useless.

  Business Response

  Date: 12/27/2023

  Dear ******,

  
  Thank you for reaching out to us and expressing your concerns via the Better Business Bureau. We understand that having your account closed and order refunded without prior notice can be frustrating, especially when you've encountered difficulties in seeking live support.

  Upon reviewing your case, we found that on November 27th, you submitted ticket number ******* requesting the cancellation of your subscription. Accordingly, your order number ********* was refunded in line with your request. However, it appears there might have been some confusion or a change in your decision, as on December 11th, you opened another ticket inquiring why the order was refunded and requested reinstatement.

  We regret to inform you that once an order is refunded and the account is closed, we cannot reinstate the original order. However, we value your business and would like to offer a resolution to regain your trust and satisfaction. As a gesture of our commitment to your satisfaction, we've provided a 40% discount on a new purchase. You can access this exclusive offer by visiting this link: **********************************************************************************************************************************

  If you have any further concerns or require additional assistance, please do not hesitate to contact us.
  Sincerely,

• Initial Complaint

  Date:12/20/2023

  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 got emails from Malwarebytes claiming to be yahoo.com it appeared official from my email provider The emails claimed that many viruses were being sent out from my phone and yahoo was going to shut down me yahoo.com account unless I purchased there selected anti virus software co Malwarebytes Because I was using that email account for my employer information I purchased the software in October for ***** when I continued to receive the same emails telling me to purchase the same item I realized I was scammed I was worried at the time about my work I changed my work information to go to gmail I canceled my yahoo account as in addition I was getting other emails that were scams I was not able to shut the Malwarebytes account off as they said they needed the email account associated with the account which I already closed I tried to close it another way they told me they needed credit card information that I paid for it with I am unwilling to give to them again since I was tricked into buying the service I talked with **** on 12/12/23 at 2:50 pm she advised me contact my credit card company and make this complaint On 12/12/23 I made complaint with my discovery card the dispute over ***** with Malwarebytes is ongoing the number for that is 827272068B The address for that purchase Malwarebytes,inc *********************** 12 *********** ** ***** I was not able to actually close the account

  Business Response

  Date: 12/28/2023

  Dear *******,

  We have received your complaint to the Better Business Bureau regarding emails you received claiming to be from Yahoo and directing you to purchase Malwarebytes software. We take matters like this very seriously and appreciate the opportunity to address your concerns.

  Firstly, I would like to confirm that after thoroughly reviewing our records, we do not have any accounts under the email address ******************** (if you have another email address, I can look into this further). It's important to clarify that Malwarebytes does not engage in the practices you've described. We do not send emails to users to coerce them into purchasing our products by using false claims, nor do we employ anyone by the name of ****. It seems you *** have been targeted by tech support scammers. Tech support scammers are fraudulent individuals or groups who claim to be associated with reputable companies. They often use scare tactics, like warning of a non-existent virus or security threat, to trick victims into purchasing unnecessary software or services. These scammers *** also request remote access to your device, putting your personal information at risk. For a more detailed understanding, please visit our informative blog on this topic: ***************************************************************************.

  Given the circumstances, our standard recommendation is to dispute any fraudulent charges with your bank or credit card company, as you've done. This is an important step in ensuring you are not held financially responsible for this scam. Additionally, considering the possibility that the scammers might have had access to your device, we highly recommend downloading and using our free version of Malwarebytes to scan your devices for any malware that *** have been installed without your knowledge.

  If there's any further assistance or information we can provide to help you navigate this situation, do not hesitate to reach out.

  Sincerely,

  Malwarebytes Support

• Initial Complaint

  Date:12/19/2023

  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 was very upset that the program o 12/11/2023 and was not to be renewed till one year later , yet i was renewed on 12/16/2023 ?and charged again 5 days later. I choose Malwarebytes as have used the free version witch I original signed up for then it said free trail as decided to pay as so much scam and errors with different various ******** only to find this is no different . I live on a fixed income and budget my finances well, and do not at all accept any company renewing my paid subsection 5 days later when my account clearly stats the new charge of $***** was charged by error and I do have an account and see the new charge yet still receiving emails to create account ? error i have an account and that's how I see the new renal charge on 12/16/23 yet contacting you as this conveniently happed on a Saturday morning when my bank is closed leaving me to worried and have this amount disputed so am constantly having to check my bank account and am seriously afraid you will again renew my subscription any time you want, and steel from my bank account again. I paid to stop any companies from removing funds from my Bank account , only to find that my paid subscription had renewed my subscription a year earlier and say it will be renewed again in a year later and dose not state I was now charged for 2 year' and do see many errors happing that I am not responsible for as I paid to prevent this . Just need this to be corrected as I was going to do some online shopping but fear your renewal may steel from my back account again so will have to cancel my Card due to this to any extra fees, I do not see on any of your terms and conditions, I got and without warning , it just said thank you renewing ? So, the word steel is correct as it is still showing the amount removed has yet to be returned to my bank with an email of apology, as this is very stressful and I am to old to deal with dishonest transactions I never made . So why is your program not detecting I have created an account and downloaded all I paid for yet still asking to complete more downloads as to charge me again . So far all I am able to chat with is artificial intelligence and getting nowhere so need a repay ***** a true person to look over what had happened to renew me a year earlier then it said . Now I want what is advertised satisfaction garneted and my fund back yet it seems to be impossible so I will have to delete all and start a new various program at my expense and now out $***** + $***** almost 100 dollars for one person only . I did not see anything that states that so do not fell I am safe on line as the one I choose to trust has taken funds without my authorizations form me . I do not at a ll like that Malwarebytes is making interest on false charges and I am out of luck . Well luck should not be the issue I paid you to to protect from what I just explained well . So until y $***** is back in my bank I will not shop on line or use my card for anything as I am not at all protected as I very described , and do not want to begin a BBB claim as I have al proof copied and will win for sure so please correct there errors or give me a complete refund as you failed to protect me from your own errors , and much worse Malwarebytes is the ones now I need protection from . I cannot at all afford to renew every week and will not jump through hoop after hoop to fix this . I want what I paid for and no excuses as I see you have Cloverridge and Thay are not seeing I am fully paid before this false renewal is due to Malwarebytes error's that is costing me money and tons of stress . I do not use your VPN as it not sate , It will show I am from ** ********** and only other option is Settle ** *** . This will not work as Amazon sees I am sighing in from a far location will stop all orders an say my account has been compromised . I did not know your VPN had limitations as to choose a location . I decided to take the loss as will not use it and it said 10 dollars for VPN so the ***** went to ***** and now you added another *****

  Business Response

  Date: 12/22/2023

  Dear ****,

  I hope this message finds you well.

  I am writing to confirm that the refund for your Malwarebytes subscriptions has been successfully processed. The amounts of ***** USD and ***** USD have been credited back to the card used for the original purchase. Depending on your bank's processing times, it may take a few business days for the refund to reflect in your account statement.
  
  We are committed to ensuring your satisfaction and trust in our services. If you wish to discuss this matter further or have any additional questions, please do not hesitate to reach out to our support team through the channels provided.
  
  Sincerely,

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21019167
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* I have not received any explanation as to why the extra chard was taken out as need to know as it did in fact scare me into removing all funds from bank to prevent any father errors and stopped all my Christmas shopping, so explain and then I will accept all as I do accept the refund that took a while to get attention  and had to create  a case here to get you attention. After all that it took when as simple  answer with staff cold have resolved all, without any harm to any one so I would like to know what went wrong? 

  Business Response

  Date: 01/15/2024

  Dear ****,

  We appreciate the opportunity to clarify and resolve these matters for you.

  1. Subscription and Charges: Upon reviewing your account, we found two separate Malwarebytes subscriptions associated with your email, ***************************** The first, Order *********, purchased on December 11th, 2023 for $59.99, was for a Malwarebytes Plus subscription (which includes Premium Security and Privacy VPN). This order has been refunded. The second, a Malwarebytes Privacy VPN subscription, was initiated as a free trial on December 9th, 2023. As outlined in our terms at Malwarebytes VPN, the trial lasts for 7 days, after which the subscription automatically renews if not canceled. This led to the charge for renewal on December 15th, 2023, under Order *********. We have also issued a refund for this order.

  2. Current Subscription Status: Both orders have been refunded, and as a result, you do not have any active Malwarebytes subscriptions under your email. Should you have the Malwarebytes Premium Security software installed on your PC, it will now operate as the Free version, which you can use for scanning your device. However, it *** prompt you to upgrade to a paid subscription.

  3. Customer Support Access: We understand the importance of accessible customer support. You can directly chat with our support team by logging into your Malwarebytes My Account at My Account Login. Our live chat is available Monday to Friday, from 4 AM to 5 PM EST. Additionally, you can submit a support ticket at Malwarebytes Support for email assistance.
  

  4. VPN Service Availability: Malwarebytes Privacy VPN boasts over 500 servers in more than 40 countries. This extensive network is beneficial as it offers a wide range of options for server locations, helping to ensure reliable and speedy connections. Additionally, a larger network can provide better security and anonymity, as it makes it more difficult for anyone to track your online activities. This global reach also enhances the ability to bypass geo-restrictions, granting you access to content that *** be restricted in certain regions.
  

  We sincerely apologize for any inconvenience and distress this situation *** have caused you. Should you have any more questions or need further assistance, please do not hesitate to contact us.

  Sincerely,

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21019167
  
  I am rejecting this response because:
  
  Sincerely, When I paid It said if I pay 10 dollars for *** I will save full price, nowhere did it say 7-day trail, then you renewed the *** you sold as a package deal, one time offer. When I tried so many times to contact you all I hot was ticket number, as I said I   ask for the *** renewal back instead you canceled all leaving me without protection. Do not insult my integrity with another sales pitch. I do like Malwarebytes, and you have absolutely no contact number. and your new excuse come late. Many years ago, I paid for premium and was never set a key.to 
     get it activated. yet you kept my funds, first time leaving me unprotracted as it caused my laptop to crash and had to spend 500 dollars to replace.my Laptop. I have your free version and am ok with that. I am through and was flawless as I read all your terms and conditions. Sorry you're not aware of the damage you caused, and do not want any more funds taken from my Bank account although it be honest to pay the 500-dollar loss I took, so pay for your mess up and I will be satisfied 500 dollars. Paid back into my bank account. If you want this case to close then here you can provide you phone contact number and we can ************ all problems out without have to go through the BBB after we talk in person we can work together, and this case can be closed. you can call me in *** at ************. When you offer a one-time deal nowhere did it say it was trail.  I am aware you not pay for the replacement of my first loss. So call me and if all is clear I may pay for premium and do not need a *** as I never used and have no need to hide my location as all ******* is confuse FB  and other sites I go to asking if it was me sighing in from a new location. A phone # or a call from you will save the BBB  time to deal with other complaints . as do to not showing information the 100 dollars I paid , then to take out an additional amount is considered hacking and find that unacceptable as I was not informed of this renewal till after you removed funds from my account. more explanation needed as to why you were unaware of this one-time offer. call me or send your phone contact here or to my email and we can close this case. 

  Business Response

  Date: 12/24/2024

  Hello.

  The user's orders were refunded and issues addressed in 2023. They currently have no active Malwarebytes subscriptions.

  Sincerely,

  Malwarebytes Support

• Initial Complaint

  Date:12/15/2023

  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.

  Malwarebytes has an on/off auto-renew function that does not work. Many times I've turned it off, and requested MB fix their auto-renew function and stop taking peoples without their knowledge which causes difficulties with maintaining a balanced amount on debit cards. I requested a manual renewal so I can manage my finances. All my efforts have been ignored. Not only does MB ignore the requests for a manual renewal, but they "auto-renewed" my subscription for 2 years instead of one. They ignore and then grab as much as they can without your consent.

  Business Response

  Date: 12/22/2023

  Dear ******,

  
  Thank you for reaching out through the Better Business Bureau to express your concerns regarding the auto-renewal function and subscription management with Malwarebytes. We are here to clarify the situation and ensure a satisfactory resolution for you.
  

  Please be assured that our auto-renewal function is designed to provide continuous protection without interruption, but it can indeed be disabled at any time either directly through the Malwarebytes My Account page or by contacting our support team. We have thoroughly reviewed our system, and currently, there are no errors or issues with the functionality of the auto-renew feature.

  Upon investigating your account, we noted that on January 2nd, 2023, there were two manual renewals for the key CBQ29-C9G78-WHB3J-M2FWC (orders ********* and *********). We want to assure you that this key is not set to automatically renew. Additionally, we have identified a recent support ticket (no. *******), where our team has identified that you had a second Malwarebytes subscription under a ***.net email address. Our records indicate that this subscription was indeed renewed. To accommodate your situation and consolidate your subscriptions, our support team transferred the remaining time from that subscription to your CBQ29-C9G78-WHB3J-M2FWC subscription, which is linked to the gmail.com account you are using for this complaint. Consequently, your new expiration date is January 9, ****, ensuring continued protection without immediate additional charges.
  

  If you wish to discuss this matter further or have any additional questions, please do not hesitate to reach out to our support team.

  Best regards,