Malwarebytes Customer Service Issues

I purchased the premium Malwarebytes program for $39.99 in April [redacted], but it was either removed or canceled without my knowledge. Despite having paid for the program, my computer was infected with a virus in June, and Malwarebytes failed to detect it. Following a second virus attack, the Malwarebytes icon disappeared from my desktop. I inadvertently purchased a trial program thinking it was for 10 days, but ended up with a second charge. Attempts to contact customer service failed, and I ultimately had to involve my bank to remove the charges. However, there was a misunderstanding, and both the first and second charges were requested to be removed. I have now lost access to the program even though the initial payment was made. I am seeking assistance either to reinstate Malwarebytes Premium or to have the charges reversed on my bank card.

I have been a customer of yours for approximately four years. On Saturday, September 26, I reached out to Malwarebytes through Google regarding two or three unused keys I've been paying for over the past few years. I spoke with an Indian representative named James. During our conversation, he pressured me into purchasing a three-year setup of Malwarebytes Premium with DNS and VPN for $[redacted] for my three home computers. After about an hour of remote access, James mentioned that individuals listed as "RemotePC by Drive" were monitoring my computers for potential hackers while using my VPN. Seeing the name jatin daral on the invoice without any Malwarebytes identification made me concerned. I paid through Paypal and saw the funds went to [redacted] This made me uneasy. As a senior citizen on a fixed income with health issues and a type II diabetic spouse, I am worried. I trust your company and need reassurance on the legitimacy of the services provided, including protection, DNS, and VPN. I also wish to address the refund for the unused keys if valid or activate them otherwise. At my age and financial situation, every penny is important. If there is any fraudulent activity, you need to be aware. I tried to locate the original contact information, which now seems to be missing, and found a similar company called pcsolutions in Florida.

Good morning from the UK, I am reaching out regarding my Malwarebytes Premium subscription with the license key MCHQM-343PR-Y6G67-9NYCP. Reference No. [redacted]09. My subscription is set to renew on Oct 8. I had upgraded from one device to two devices last year, but I now wish to revert back to just one device. Despite my attempts to communicate this change to Malwarebytes and Cleverbridge AG via email, I have not received any response. Consequently, I had to cancel the auto-renewal with Paypal to avoid any lapses in my Malwarebytes coverage. I am willing to pay the renewal fee with my debit card, but the system is still requesting the higher amount meant for two devices. If the issue is not resolved by Oct. 7, I might have to go ahead with the full payment, hoping to negotiate a refund later. Your assistance in this matter would be greatly appreciated. Thank you.

I am unable to access my account on your website despite trying various phone numbers without success. I am frustrated and considering canceling my account due to the lack of support. I urgently require assistance and would appreciate a prompt callback at [redacted]. If I do not receive a response within 2 hours, I will switch to pcmatic.

I have noticed two charges of $26.95 on different credit cards on October 5th. I received notification pop-ups instructing me to update my payment method by switching to PayPal. I made this change because my original credit card was compromised in September. After updating to PayPal, I did not expect any further issues. However, I have now been charged twice for $42.39 each. I clicked the update payment button twice, resulting in duplicate charges. I am concerned by these unexpected charges, as I was under the impression there should only be one annual payment for your service. If I do not receive a response within 24 hours, I will be forced to dispute these charges. I would appreciate clarification on why these additional charges occurred. Thank you.

I experienced a computer error that resulted in double charges for the service. This issue happened last year during the initial sign-up and recurred with the automatic renewal. The charge amounts to $62.82. The device is a Laptop-LFRKOA37 with the Premium edition. The License Key is CB4JZ-NBMHH-GFPWH-W6GKR. The payment was made using a Bank of Hawaii Mastercard under the user name Kathy A. Poettgen. I attempted to contact customer service at gethuman at [redacted] but was unsuccessful in reaching a representative. I am located in Honolulu, Hawaii, which is 5 hours behind EST. Please reach out via phone at [redacted] or email. If you are unable to assist, I request a referral to Malware Bytes. Thank you, Kimo P.

We encountered a computer glitch resulting in double billing for the service. This issue happened first during the initial signup last year and again during the automatic renewal process. The amount in question is $62.82. The device is a Laptop with the license key CB*JZ-NBMHH-GFPWH-W*GKR. The payment was made using a Bank of Hawaii MasterCard. I am Kathy A. Poettgen. We request a credit back for the overcharge or to apply the excess payment to the next renewal. When trying to contact customer service via gethuman, I was unable to reach a human representative. I attempted this on Friday the 13th at approximately 3:30 PM EST. We are based in Honolulu, Hawaii, which is five hours behind EST. Kindly reach out to me via phone at *** *** **** or by email. If unable to resolve, please provide me with the contact details for Malware Bytes. Thank you, Kimo Pierson.

I encountered a virus on my computer that Malwarebytes' free version missed. Despite rarely downloading from the internet, I inadvertently downloaded an infected file. Another service recommended I upgrade Malwarebytes, but due to being severely disabled, I struggle with using the phone or typing to address tech issues. Upgrading Malwarebytes did not resolve the virus. I require a diagnostic to pinpoint the problem before upgrading. The recent purchase of the upgrade (2Checkout reference: [redacted]36) will not be useful. I'm Karl S. and need to return the upgrade, priced at $52.74, as it doesn't meet my needs. I have not activated the link. Kindly contact me at [redacted].

Hello, I am D. Di-Corpo. I received a message from you about renewing my Malwarebytes Premium subscription. Today, I got an email asking me to re-enter my details as the previous order could not be processed. After doing so, I checked my online bank account and noticed that on November 26, [redacted], £39.90 was deducted under CBA Malwarebytes Koln DEU, followed by another deduction of £29.99 on November 27. Could you please explain why this occurred? I appreciate your prompt response within the next 48 hours, or I will have to withhold one payment until the matter is clarified. Thank you. D. B. Di-corpo

I am a lifetime member of Malwarebytes. When attempting to open the app, it prompted me to purchase the software. On the activation page, I encountered an issue with the key as it requires more digits than the one I have. My original email was yanapapa@centurylink, which should have been updated to [redacted] Unfortunately, I no longer have access to either email account. The information I do have is: ID: 7KH32-Q19TZ Key: HL7V-5MTH-UXV6-W78V. I am inquiring if there is a new key necessary to activate my Malwarebytes software.

I purchased a computer from HP in August. After my McAfee trial ended, I installed Malwarebytes. In September, whenever I tried to visit a website, a random page would open alongside it. Initially, I hoped it would improve on its own, but in October, my browser kept switching from Google to Bing after searches. I attempted various fixes like restarting and changing settings back and forth, but the issues persisted. Lately, the situation has worsened with my screen zooming in and out unexpectedly, making it hard to type and participate in online meetings smoothly. Even watching videos has been disrupted by random pauses and playback issues. When I contacted an HP representative, they suggested reaching out to the antivirus software support for assistance. I prefer resolving this without additional costs and would appreciate any suggestions or guidance you may have. These ongoing technical problems are hindering my work and becoming increasingly frustrating. Thank you for your help. - Tova P.

I recently got charged for a yearly renewal of services I bought a few years back. The computer I used is not working, and I can't access any information. I moved and changed my email address in the last year. The old email is inactive, so I can't log in to my account. I want to cancel my account and get a refund for the $24.95 I paid with my credit card. I do not want to keep this service. Thank you. Sally D.

I recently bought a one-year subscription, but I found out today that my device protection is expiring in 5 days. I've tried to follow the instructions provided, but I'm getting more frustrated. If you can't resolve this issue and install the Malwarebytes program I purchased, kindly refund my credit card. I've been a loyal Malwarebytes user for years and never encountered so many problems before. I used to trust this product, but if I can't even install it, it's useless to me. I'll check my computer again tomorrow, and if the issue persists, please proceed with the refund. Thank you for your previous help. - Frank E.

I purchased a Malwarebytes license about a year ago, but I couldn't activate it and ended up only using the free version. I chose not to ask for a refund then since I had used the free version for years. I believed the issue was resolved until I noticed a charge of around [redacted] Danish krone deducted from my bank account for the program I haven't even utilized. I no longer have a need for the program and would like a refund of the charged amount. Best regards, Kristjan S.

Hello, I am having issues with your software. It is far from the quality it had when it first launched. I purchased it yesterday, received a license (after payment), but it does not work. I find your software ineffective and quite different from what it was 20 years ago. I am requesting a refund for my purchase. Unfortunately, I am stopping and do not wish to continue this unsuccessful trial with you. Please process my refund promptly. If I had been able to reach you by phone here in France, I am sure we could have resolved this matter through a conversation.

I purchased two Malwarebytes Pro licenses for two computers. I forgot to reactivate one on my mom's computer after fixing it. She received a $50 charge, so I canceled the subscription to remove it. I believe this charge was for something already paid for months ago. I would appreciate it if the account could be reactivated without any additional charges since both licenses were paid for. You can verify this in your records. The account details are under David Furman and the account holder is Rita Furman. I have the payment receipt for both accounts. Thank you. [redacted].

I have been using Malware for a while and recently subscribed to your VPN service to access BBC in the UK. Initially, it was working well, but now I'm facing issues as the BBC detects I am not in the UK and mentions an error about not having a "registered address." Can you provide a solution or a refund, please? Error Message: BBC iPlayer indicates that I am outside the UK due to potential issues with my IP address not being UK-registered or my use of a VPN, proxy, or similar service to hide my IP address.

My Malwarebytes subscription expired a while back. I unfortunately fell for a scam phone call telling me I had to urgently address an issue on my computer. After about 30 minutes of following the person's instructions, I realized my error and shut down my computer. Despite the multiple follow-up calls, I stayed silent and they eventually stopped calling. Now, when I restart my computer, it begins downloading automatically without warning about visiting harmful sites. I can't stop it and have resorted to unplugging the computer. I am seeking assistance and want to buy the premium subscription for two devices. Thank you.

On 12-11-20 or 12-12-20, I reached out to Malwarebytes regarding suspicious emails claiming I was charged $[redacted]. In my conversation with Christian, he referred my case to Tom Rozer ([redacted]) who accessed my computer remotely. Tom mentioned potential intrusions and issues with my Firewall, recommending hacking protection for $[redacted] to $[redacted]. After mentioning my use of Malwarebytes conflicting with Norton, my computer froze the next day displaying a concerning message. Norton's service helped resolve this issue and restore my desktop. I am left wondering if Tom Rozer is truly affiliated with Malwarebytes or if my system is compromised. Your input is appreciated. Thank you. -Dennis G.

My Mastercard was compromised, causing my Malwarebytes Premium subscription to expire on 12/21/[redacted]. A ticket was generated with number [redacted]. I am eager to renew my subscription promptly as I miss using this program. My new credit card is ready, and I would like to provide the details for reactivation. Currently, I am unable to access my account. Please reach out to me via phone at [redacted] or email at [redacted] Thank you. - George R. Thurner