Malwarebytes Customer Service Issues

Order #[redacted]45 - Barry N. Last week, when I tried to download Privacy VPN, my computer froze. I reached out to Malwarebytes customer service for help. Following their advice to unplug and replug the mouse did not fix the issue, and I was charged more than the promised $5 on my credit card. After being directed to a repair service, I was told to cancel an upcoming payment but was left without a connection. I cannot find the repair service's company name or contact information, and my credit card company could not assist further. When attempting to reach Malwarebytes by phone, I am met with a message to call back during business hours, but even then, I encounter the same recorded message. I need to know the name and contact number of your service company, as the provided number does not appear in my call records.

I was advised by Malwarebytes technical support to fix the computer freezing issue while trying to download their VPN by switching my mouse's USB port. After no success, I was directed to your company for further assistance. I was informed that I must cancel the $46 automatic payment by Tuesday, December 29, to avoid additional charges. Unfortunately, your service was unable to assist me in resolving the issue, leading me to seek help from a private technician who charged me over a hundred dollars to remove the VPN and restore my system. Please ensure the $46 monthly membership is canceled.

Barry N. from Longmont, CO here. I've been trying to reach out multiple times during business hours, but the message prompts me to call back during those hours. I've also attempted to open a ticket on your website without success. Despite sending multiple emails, I have not received any response. Your tech support advised me to download your privacy VPN, and when I faced issues during the process, they simply suggested changing the USB port for my mouse. After payment, I was transferred to another company that couldn't assist me further. This VPN service has already cost me over $[redacted] and exposed me to a monthly charge of $46 if I don't cancel by tomorrow. I'm still in the process of canceling through the company I was transferred to. If this lack of communication persists, I will be forced to escalate my concerns to the BBB, Ripoff Reports, and Facebook.

I bought 2 Malwarebytes accounts for my husband and myself. I recently got a new desktop and want to transfer the account I purchased that expires in the New Year [redacted]. However, I am struggling to install it on the new computer as I accidentally bought another account. I need to cancel one of the 3 accounts. The reference number for the account I want to put on my new desktop is [redacted]76, purchased on 12/31/[redacted], expiring a year from that date. I am not sure if reference number [redacted]11 is for my husband's computer. It's all becoming confusing and frustrating, so I need help sorting it out. Mary L. Frank

This morning around 12:45, my phone got hacked. I used your app and Digital Secure, both said everything was fine. Then, I found a fake Facebook page of a deceased person named Doc. Another friend tried to contact me through Messenger, which froze for 2 hours. Last time I was hacked, they accessed through my Google account linked to Microsoft Word. No one noticed the issue. In my photos, you will see two screenshots showing a suspicious app called "Blog Malware" and the address bar of the fake Facebook page. I want you to investigate. I have left my phone as is for you to check. It woke me up about a phone bill from Verizon that I did not appreciate, even though I have never missed a payment. I hope you can help with this.

I am writing to address two recent charges from Malwarebytes on my Discover Card. On January 1, I purchased Malware Premium for 2 devices worth $32.39. I did not receive a confirmation email for this order due to the holiday period. On January 4, I attempted to contact Malwarebytes regarding the January 1 order multiple times. Unfortunately, I could not reach a representative or receive a call back. Facing the lack of confirmation and assistance, I assumed the first order was not processed and placed a second order for Malware Premium for 2 devices at $53.99. Upon this purchase, I received an activation code. Despite trying to install the program on two devices, I encountered an issue with the second installation, requiring a separate authentic code. As of now, Malwarebytes has not responded to my inquiries, and I am discontent with the service. I have uninstalled the program from one device and demand a refund for both orders placed online. Sincerely, Noel D. Johnson

I have two charges from Malwarebytes on my Discover Card. The January 1 order for Malware Premium, 2 devices, did not include a confirmation email. Due to the New Year's holiday, I couldn't reach Malwarebytes by phone until January 4. However, my attempts to contact them were unsuccessful regarding the January 1 order. So, I placed a second order on January 4 for Malware Premium, 2 devices. Even though I received an activation code, I couldn't install it on my second computer due to an authentication issue. I haven't received any support from Malwarebytes. I demand cancellation of both orders and a refund on my Discover Card. -Noel D. Johnson

I attempted to purchase Premium Software but was charged $[redacted].23 and $74.62 without being able to download it. These charges were made via PayPal on Sunday, February 6th. However, after Malwarebytes notified me about a promotional offer to order Premium for $42.64, I successfully downloaded and installed the software. I kindly request a refund for the charges of $[redacted].23 and $74.62. Thank you, A. Corona.

My virus protection renewal date is March 1, [redacted], and I typically pay with my Discover card ending in [redacted]. However, my card expired in February [redacted], and I have a new expiration date of February [redacted] with Security Code [redacted]. I am struggling to update my payment information as I couldn't find an option to do so when I accessed my account. Given that my renewal is approaching on March 1st, I am anxious to ensure my payment goes through. Can my payment information be updated with the details provided? You can reach me at [redacted] or via email at [redacted]. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you, Vina C.

I recently purchased a new computer on 2/27/21, and my Malwarebytes Premium subscription was renewed on 2/26. I am unsure if the subscription was successfully transferred to my new device during the data transfer process. Following the online instructions, I attempted to access my account to transfer the subscription, but have encountered difficulties in doing so. I am seeking assistance to confirm that my new device is covered by the subscription. If this is not the case, I would like to request a refund for the charge on my credit card. Please reach out to me using the phone number provided below to help me verify my protection status, ensure my account is active, or provide guidance on accessing "My Account" for the transfer process. Email: [redacted] Phone: [redacted] Reference Number: [redacted]04 Activation Key: CBPG-8CYCY-88JTX-P952U

I have been trying to contact customer service to get details about my Malwarebytes subscriptions - Premium, Privacy, and potentially an Android account. I am confused about the number of accounts, devices covered, and services provided by each. I have encountered issues with license keys as well. The lack of user-friendly support, including unreachable phone service and unhelpful website assistance, has me considering not renewing my Premium and Privacy subscription. As a former tech college president, I expect better service. Hopefully, this message will lead to a resolution. My Premium account is linked to [redacted], but there might be another account associated with [redacted]

In December [redacted], I decided to upgrade from the free trial to the full version of Malwarebytes. I contacted the phone number provided by Google and selected the 5-year plan. Malwarebytes has been functioning well since then, providing daily notifications about the computer's status. Today, I noticed Malwarebytes missing from my computer after receiving a message that the license key was refunded. I haven't received any refund, and I feel uneasy without Malwarebytes protecting my system. Attempting to reinstall the "premium" version, but I forgot to note the license number. Please assist me in resolving this issue remotely. Stephen Hood.

I bought Malwarebytes Premium and paid through PayPal. Despite receiving a product code, I can't download or activate it due to compatibility issues with Windows 7. Microsoft requires an update that I cannot access. I've attempted to use the phone system at [redacted] and interacted with a bot to no avail. I couldn't locate the "get human" option. I will be reaching out to PayPal regarding the challenges I've faced, seeking a refund if assistance is not provided promptly. Please process the refund at your earliest convenience. Thank you.

I am consistently receiving notifications to update my credit card for my Malwarebytes subscription. The notification states that the payment information on file is not functioning correctly. However, I want to clarify that my Capital One credit card was already charged on April 10, [redacted], for $49.90, covering both my desktop and laptop subscriptions. Moreover, on April 19, [redacted], the same Capital One credit card was charged $12.77 for my cell phone subscription. I have updated my payment details on your website and received a confirmation message. I am uncertain why I am still receiving prompts to update my credit card for the forthcoming payment on April 10, [redacted]. Furthermore, as my subscription is valid for up to six devices, I am puzzled why it does not encompass my cell phone.

Last night around 11 pm, my desktop computer suddenly had a display issue where everything on the screen became enlarged, including text, icons, and symbols, making it challenging to navigate various programs and Windows 10. Initially, I thought I might have accidentally triggered this change. However, about 15 minutes ago, I received a notification from Malwarebytes informing me of 4 malware files. While attempting to interact with the notification, I encountered some difficulties due to the enlarged display. I clicked on some boxes in the notification, but the text inside was not visible to me. I could make out that I should not ignore the files and that I should not cancel the notice. There appeared to be an option, possibly a "fix it" button, on the lower left side of the page that I couldn't access. I am currently in the middle of doing my taxes and urgently need assistance to resolve the malware issue and fix the display problem. Any help would be greatly appreciated. Thank you, Patricia E. Grenfell

I purchased two Premium Malwarebytes licenses on 3-20-21 through Amazon. I installed one on my PC and the other on my wife's laptop. However, after having a new HDD installed on my wife's laptop on 5-14-21, I faced issues reinstalling the Premium version as I was informed that I had exceeded the number of licenses. Despite attempts to sign in to my account and resolve the issue, I was locked out and informed that a Ticket was created on 5-17. Since then, I have not received any assistance. I paid for the Premium license and would like to install it on the new HDD. I believe in your product but am disappointed with the lack of customer service support. My License # is CBPN2-DQR9X-D68DB-W997G, name is Kenneth Warren, email is [redacted], and phone # is [redacted].

I recently purchased Malwarebytes a few days ago, but encountered installation issues. My credit card was billed $42. This morning, I successfully installed Malwarebytes after purchasing it again. However, I noticed that I was charged for the previous unsuccessful purchase made a few days ago. I have uninstalled the application from my only computer. I do not require two subscriptions for Malwarebytes. Could you please refund the charge for the unsuccessful purchase from a few days ago and ensure that I am billed for only one Malwarebytes application? My name is Anne L. Uchenick, and you should have my information on file.

I recently received a 30-day auto-renewal notice via email. Even though I cancelled it on May 14 due to using a different device, I still got charged for the renewal on June 11. I've been trying to get a refund since then but haven't had any luck. I keep receiving different ticket numbers via email but I'm unsure how to submit them. My account has been blocked because I couldn't verify the codes they sent due to timing out. I'm feeling lost as my late husband set up the account, and I'm not tech-savvy. I provided my bank details a year ago for safety but my computer stopped working shortly after. I cancelled promptly after receiving the reminder. I'm based in Cyprus and due to lockdown restrictions, I haven't been able to get any technical assistance.

Dear Malwarebytes team, I have been a subscriber for several years, and I recently received an email stating that the renewal of my subscription could not be processed due to an issue with my credit card. I updated my card details with you when my old one expired. The new details are saved in my account. When I tried to renew my subscription on June 16th and 17th, the SMS code from my bank indicated a charge of 44.62 € instead of the usual 22.31 €. I would like to understand the reasons behind these problems. Thank you. Regards, F. Durant

Today, I received an email claiming that I made a purchase through PayPal for a Malwarebytes cybersecurity annual subscription for $[redacted].70, with order ID: GSD632-NFD372-[redacted]. I didn't make any such purchase and believe this email to be a scam. The sender is listed as David S Levesque <[redacted]>.