Malwarebytes
Reviews and Complaints

Money was drawn from my account twice for my Malwarebytes antivirus program. When money is drawn from my account, I get an SMS. I renewed my Malwarebytes contract and it seems I was charged twice. Once by Cleverbridge.net and a second time by posinternational. both amounts are R 324.38
I'm sure this was an error. Please ask one of them to refund one of the amounts immediately.

At around 5 minutes past midnight 07 July 2019 a "free update to latest version of Malwarebytes Anti-malware" (which sometimes happens) to which I wasn't overly concerned as my laptop had a Malwarebytes licence that 'never expires'. After installation, the 'update' turns out to be a 14 day trial of 'Premium' and my 'never expire' licence was removed. This appears to be a really sneaky underhanded way for 'Malwarebytes' in attempting to generate revenue. Require reinstatement of the 'never expire' licence even if this requires going back to the previous version prior to this update!

I called the customer help line twice on 5-28-19, around 5:15 PM EDT, and the customer service rep hung up on me each time. He had a heavy accent & told me I was wasting his time.
He told me that a "lifetime license" only lasted 5 yrs. When I asked if he understood what lifetime meant, he said it meant five years. He further stated that he wished my
"lifetime warrenty" was only five years.
I tried to explain that my warrenty was over five years old and during that period, it covered my two computers, laptop & desktop. Due to a hardware problem, I had to rebuild the laptiop. After it was re-built, I was unable to reload Malwarebytes. I kept being told I could only cover one device. I don't understand why I had a contract from over 5 yrs. ago that covered two devices and apparently the terms have since changed. I don't understand how the terms of a 5 yr+ contract can be retroactively changed. Can anyone help with my immediate problem & with your poor customer service.

Daily scheduled scans are in early morning like 2am.
The issue is it goes on everytime I get on my laptop and is a pain. Everytime I use my laptop a scan starts and is very interruptive so much. It happens multiple times every day.
Resolution? Make the scan start at the scheduled time in early morning. It should be an easy problem for your company to solve.

John Mancini
[protected]@yahoo.com
subscriber

Last year, I sent two emails to malwarebytes, stating that I did not wish to continue my subscription for that service.in my last credit card statement, I find I have been billed the sum of $29.95 for purchases from malwarebytes! Pleas note! I do not wish to subscribe to malwarebytes, and ask that the said sum of $29.95 be refunded to my account at your earliest convenience!

I recently received an Email from Cleverbridge announcing my "order", which I neither knew existed nor authorized, along with an attached Invoice in .pdf format.

I DO NOT have Malwarebytes installed on my PC. If I ever did, it would have only been an evaluation copy. Additionally, since being notified, I have disabled the auto-renewal status with Cleverbridge.

I will NOT support companies such as yours with this type of highly unethical subscription renewal policy. I demand a refund of the amount that was charged to my PayPal account. Your support pages state that a refund is permitted within 30-days of a renewal. Web research has yielded numerous reports of this type of unethical business tactic and I refuse to support companies who practice it.

Please process my refund request and notify me when it is done, AND remove any records of me from your billing vendor Cleverbridge.

I have the free version of Malwarebytes. When I log onto my computer I constantly get reminders asking me to install the updated version. I have never said yes, and I have consistently either "x"ed the notice out, or said no. Yet my American Express bill shows a charge for Malwarebytes of $42.49 posted on Feb. 3, 2019. I have not signed up for the updated service, nor have I any intention of doing so. And had I done so I should not be receiving the constant reminder notices when I log on. So I believe this charge is inaccurate, and want it removed. I am notifying American Express of this and am starting a disputed charge procedure with them

Where ever I go on my pc the malwarebytes warning comes up... I have removed program and re-installed it... Does not help! It is slowing down my computer and in a matter of 5 minutes it says I have over 300 pups... I cannot corrrect it and your help is no where to be found... I am paid to 10/31/19... Id # cbc3f-26gz4-cb6jd - 8grh5... And I want a partial refund... Will be informing pay-pal I am not renewing if you do not correct this issue... Carolyn edvin... E-mail [protected]@aol.com

I want to warn customers whom it may concern about selecting the ~ Nov. 2018 "UPDATE" for their FREE version of Malwarebytes Anti-Malware software. Be prepared for the company to deceptively wrest control away from your PC's Windows Defender (main firewall) and to reset all your previous settings per manual and periodic use of Malwarebytes.

I have used this free software for several years and want nothing more to do with this company... EVER. The insidious deception involves leading diligent PC customers to intuitively believe they need an update. After all, what could be more critical online these days than to be running the latest, most secure updates of malware & virus protection?

WRONG! Malwarebytes wasted over an hour of my time (not including these communications to warn others) investigating why my trusted Windows Defender shield icon with reassuring green checkmark had disappeared from my Win10 Taskbar, then having to do troubleshooting web searches, then REMOVING Malwarebytes from Programs and Features FOREVER, then having to restore my settings, all the while compelled to restart my laptop a couple times, not knowing why there had been a red X-mark in my Defender shield icon (when it finally did reappear!). NEVER AGAIN! Windows Defender and/or Avast is all I need. Buh-bye Malwarebytes trash... And good riddance!

I was on mozilla firefox and selected a story (clicked on) which when it opened the tab it came up with the"warning contact microsoft your computer is locked", do not try to turn it of bla bla bla.
I swithched it off and restarted it, then ran malwarebytes with 0 results, pareto logic pc health advisor, and glary utilities but as soon as I opened mozilla firefox again it came back. Warning bla bla.
To overcome it I deleted firefox and then reinstalled it without restoring earlier sessions and it seems ok.
Why was I not protected when your software says clearly that I am?.
Cheers
Andrew scadding

I did not authorize them to charge my credit card yet they charged it when i asked for a refund with the debit card i used and they said they couldnt find my purchase then they charge my credit card when i did not say they could. So i got charged twice.

Once on my debit card which i allowed then when i asked for a refund they said they couldnt find my subscription and charged my credit card. so they charged me $100 all together

Microsoft warning alert 8x8938(3) has gotten a hold of my computer. I installed malwarebytes about a month ago. It seemed to be working just fine, until yesterday.
I had shut the computer down by pushing the power button. Several hours later my computer came back on by itself.
This is just like a program which trashed another computer of mine. I was able to get all my important files off the HDD using an adapter on the HDD and another computer. However, when I shut the computer down normally, all the data on the HDD was turned into RAW data. The reference # is [protected].
I need to have my computer restored as it is used to market my business.
Can you help?

Thank you, Roger Naber [protected]

RE: Malwarebytes Support Ticket 2388183 (August 8th, 2018)
Valentina R.| Malwarebytes Consumer Support

It's been over a week and Malwarebytes has not been able to fix my 3PC / 1 Yr License subscription.

I bought a quantity of 2 Licenses of their 3PC / 1YR subscription, with 3 activations (3PC's) per license, from Cleverbridge / Creativemark, their official and authorized reseller (Invoice number: AKD-[protected]).

The problem is that each license activates only 1 time ( or 1 PC). These licenses are supposed to activate 3 times (3PC's).

First I repeatedly emailed Cleverbridge / Creativemark (from August 6th to 8th) . I was told in no uncertain terms, that they were simply the retailer and couldn't offer activation support... and that it was the responsibility of Malwarebytes.
[protected]@cleverbridge.com, [protected]@creativemark.co.uk, creativemark.[protected]@icloud.com

Now it's been over a week, and Malwarebytes still has not fixed those licenses to allow 3 PC activations each. They are claiming that those licenses are for 1 PC activation.

I clearly bought the 3PC / 1 Yr license subscription, and was given those license keys. I need to activate all 6 of my pc's.

Please help.
Thank you.
John
[protected]@andreitechnologies.com

On 05-03-18 my PNC Bank credit card was charged $42.74 for a service I did not authorize or do not have any Malwarebytes programs on my computer. I do have a current Geek Squad repair service on my computer that takes care of any issues that should happen on my computer which is taken care of with just a single phone call. I do not have any Malwarebytes programs on my computer so why should I pay for a service that does not exist on my computer . I do not know where this company got my information but I feel that the charge of $42.74 should be refunded to me and that I would like to know how to stop any further action like this to stop. I have nothing to do with this company and like any other actions like this to stop.

I have received and installed Malwarebytes for Windows on this computer. My Discover card has been billed two times for downloads. #136134423 and #136434600. I do not need two alike protections. I activated, I think, the first of these - key # CBG4W B43GX 49PX7 HGHHA. I would request that you refund one of these two identical billed amounts. You will have my credit card information from the previous billing/

Email from Cleverbridge announcing my "order", which I neither knew existed nor authorized, along with an attached Invoice in. pdf
(Please note that these emails have been "cut-and-pasted" and condensed from the original, with vast areas of "white space" removed from the original.

Thank you for your order, WILLIAM JA
Your order: cleverbridge reference: [protected]

Your Malwarebytes 3.0 Premium subscription has been renewed. Thank you! You don't have to do anything more. Your Malwarebytes protection will continue without interruption. Occasionally, it may take up to 24 hours for your license key to sync with the application. You can also manually refresh your license information by clicking on the "My Account" menu located at the top right hand corner within the product/application.
Payment information
Your credit card (xxxxxxxxxxxxx0717) has been successfully authorized. NOTE: The charge on your credit card will appear as "CBI*MALWAREBYTES."

Your Malwarebytes 3.0 Premium subscription has been renewed. Thank you! You don't have to do anything more. Your Malwarebytes protection will continue without interruption. Occasionally, it may take up to 24 hours for your license key to sync with the application. You can also manually refresh your license information by clicking on the "My Account" menu located at the top right hand corner within the product/application.

Your products
Devices Product name Delivery
1 Malwarebytes 3.0 Premium Download

Activate
1. Download and install your product if you have not already done so. See how to download and install your product.
2. Open Malwarebytes Premium.
3. Click Activate License in the top right header.
4. Enter the activation key below into the Malwarebytes program. See how to activate your key.
Product: Malwarebytes 3.0 Premium
Key: MCFBF-8PXX4-HM9BX-Q9K7Y
5. If you purchased for multiple PCs, repeat Steps 1-4.
6. You're all set.
Keep this license information in a safe place for future reference.
Download File size: 68 MB. Your download link is valid until 4/14/2019
Note: The date specified for this download link does not affect the validity of your license. You are subscribed to a multiple payment product.
The next payment of $39.99 is due on 4/14/2019. Please note that this amount may fluctuate slightly due to changes in sales tax.

Your subscription
Your subscription for "Malwarebytes 3.0 Premium" started on 4/14/2017. Please follow this link and open the PDF receipt to view your order details.

Tech support
If you have any technical or product-related inquiries, contact Malwarebytes:
Website: https://support.malwarebytes. com/

Email: [protected]@malwarebytes.com

Order support
If you have any payment or order-related inquiries, contact cleverbridge Customer Support.

Manage subscription
If you would like to cancel or restart your subscription, please click the link below. Please note that a cancellation stops future renewal charges, but does not result in a refund of your order.
Manage your subscription for "Malwarebytes 3.0 Premium"

Frequently Asked Questions
I want to renew but deleted the renewal notification. Can you resend?
How can I update my payment information for automatic renewal?
After paying for the renewal, do I have to change something in my Malwarebytes product?
How can I cancel my automatic renewal?

Sincerely,
cleverbridge Customer Support
cleverbridge, Inc.
350 N Clark, Suite 700 - Chicago, IL 60654 - United States

WILLIAM JA, CA 95618 United States
INVOICE.
Reference number: (required for all inquiries) [protected]
Invoice date: 4/14/2018
Invoice number: BKD-[protected]
INVOICE INFORMATION.
# Product name Delivery Devices Price
1 Malwarebytes 3.0 Premium
1 Year Subscription for 1 Windows PC
Download 1 $39.99
Total: $39.99
Unless stated otherwise, the delivery date is identical to the billing date.
PAYMENT DETAILS.
Your credit card (xxxxxxxxxxxxx0717) has been successfully authorized. Please note that the charge on your credit card will
appear as "CBI*MALWAREBYTES.
—
After receiving the above email and learned of the unauthorized"order"and payment, I sent a complaint to Malwarebytes. Below is that complaint and its resulting useless response:

William Y. Ja to Malwarebytes:
Apr 14, 09:16 PDT
Sirs: I am angry and may raise hell on the internet about what I consider your highly unethical subscription renewal policies. I was not made aware of the TWO 3rd party billing vendors, nor that I was automatically entered into an auto-renew situation. I have sworn off all such security software vendors that use such tactics including Malwarebytes and Avast via Avangate.in fact, I have uninstalled and stopped using both Avast and Malwarebyte Premium very early in my annual subscriptions. The current renewal, without any advance alert from Malwarebyte or Cleverbridge, should be considered unethical business practice. I demand a refund that was charged to my credit card ending in 0717 (Again, I will never do business with any online vendors that allow customers opting out of saving his or her credit card info). Your support pages state that a refund was permitted within 30-days of a renewal. (e. g., Request billing support: To receive a refund for Malwarebytes Premium, you must submit a request within 30 days of purchase, as stated in the Malwarebytes End User License Agreement.) This is in direct contradiction to the Cleverbridge position on refunds upon an auto renewed subscription (apparently without any consideration of whether it was authorized).
I used to have respect for security software firms such as Malwarebytes and Avast, but these subscription issues plus increasingly problematic performance on my Windows systems have made me stop using them, and resort to more manual means of protection. Please process my refund request and notify me when it is done, AND remove any records of me from your billing vendor Cleverbridge. William Ja

Response from:
Maria C. (Malwarebytes Support)
Apr 17, 11:39 PDT
This is an automated message. If the solution provided below does not help to resolve your issue, please reply to this email and an agent will reply back as soon as possible.

Thank you for reaching out to Malwarebytes Customer Support. Malwarebytes uses the secure payment processor Cleverbridge. You will need to contact Cleverbridge directly for the following customer service related questions:
• Renewals
• Refunds
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipts

Cleverbridge is our trusted, PCI-compliant payment processor that allows our users to checkout in many languages, currencies, and with multiple payment methods. For security purposes, Malwarebytes does not maintain actual billing information.

If you have a question about an order you have already placed, please contact Cleverbridge by visiting their contact page.

Thanks!
Maria C. | Malwarebytes Consumer Support | support. malwarebytes.com
—
I then sent a request to Cleverbridge to cancel"my automatic renewal subscription". This was done, but Cleverbridge and Malwarebytes have opposite positions on refunds for renewal charges: The former says no refunds after a renewal, while the latter states that a refund can be requested within 30 days.

As a customer, I feel like a ping-pong ball being bounced between the vendor and its payment processor, besides the confusing stand on refunds of unauthorized renewals. If I do not get resolution of my complaint, I shall add to the time I've already wasted on Malwarebytes by going online and giving truthful and honest reviews of this type of unethical business practice.

William Ja

I have sent numerous emails to
ATTN:
Kevin Goodwin
Director, Malwarebytes Consumer Support

I purchased a subscription and had problems with Real-Time Protection. I emailed, repeatedly, to no avail. I fixed it on my own Where do I begin. As soon as I purchased a subscription, I started having problems with Real-Time Protection. I emailed, repeatedly, to no avail. At the time, you were able to call their support line, but only received voicemail, which they never monitored. Now they don't even offer phone support. I guess that tells you something about their claim to provide quality customer support. I eventually was able to solve the problem - on my own - and then, magically, "Andy" with Malwarebytes contacted me to see about resolving the problem. I informed him I was able to resolve the issue, and he promised, in writing, to extend my license period for the amount of time I experienced problems, plus another six (6) months. This was last June 2017. Now I am getting daily popups notifying me that my license expires (now in 9 days). I reached out to Malwarebytes including all of the previous emails I'd sent so they could see the history of the problem, and that I was not simply attempting to get something for nothing. The only reply was from "Jeremy" who provided a list of "fixes" for the real-time protection problem. I replied and said the problem had been resolved, and that the primary issue was the license extension. No response. I have sent several emails asking for a reply, and also addressed one to Kevin Goodwin, Director, Malwarebytes Customer Support. The response? Nothing. Nada. I even asked in my emails if they cared about their reputation since they seemed to have a problem providing customer support. Still. Crickets.

I bought and installed the premium version on my computer before it crashed. After a clean installed of my system I tried to reinstall the Malwarebytes software but the key would not activate it.

Instead Malwarebytes suggested it had exceeded the number of installs and I need to buy a new key.

I also followed the link from the button click of the installation window to an online form to join he forum, but the form would not submit.

I tried installation with a new update four times in four days including joining the forum but Malwarebytes would not resolve my issue.

I have since asked for a refund since its only about a month old and that nothing was happening to activate it anytime soon.

I want my refund of $59.00

I was talked into buying 2 years of 'protection' for my Mac and Smartphone for &70.99, (a "discount") Was told to go toGoogle Play to download for Android.
Google Play won't open on my cell phone, and a warning that Malwarebytes had been hacked into came up.
I called the support number for Malwarebytes, and a man from India answered the phone without stating the company he was with. When I asked, he said anti virus tech.
He insisted I go to my computer, but my inner voice and gut feeling was NO.
He said he would look into my IP address and get back to me in 20 minutes.
(He said he could sell me Malwarebytes for my router as well as what I had already purchased for both phones.)
When he called back on my cell phone wanting me to go to my computer to get my cell phones Malwarebytes going - my gut screamed NO.
I told him I wasn't comfortable with this, and ended the call.
A few minutes later, I called the number he had called me from - a New York # no longer in service.
After coming home from work that day, there was a 1 minute long message a people talking in the background - not asking for, or, speaking to me.
Strange - What a scam. Beware.

My name is Julia Canty and I was charged on 10/3/17 for a renewal of my subscription that I purchased this time last year for $39.99. I wanted the anti-malware premium, however I did not authorize the sale of the anti-exploit software, as I did not purchase that last year. I would like a refund for the $39.95 charge, since I never subscribed to receive that product and do not have any idea how/what it is used for. I'd like to keep the premium product, and only that.