Select the category that most closely reflects your concerns so we can review it and determine if it violates the Society Guidelines
Description Malwarebytes' Scam and Fraud (2 of 4) - Malwarebytes has STOLEN my money for the remaining months on my Malwarebytes Premium by NOT refunding my money to me for their false termination of my Malwarebytes Premium purchase. Malwarebytes' website is here https://www.malwarebytes.com/. Malwarebytes' phone numbers are 1(650)963-5701, 1(888)247-1614 and 1(669)201-3382 which might change. Down below but in the picture you can read the full statement which a Malwarebytes' employee said to me.
Robin (Support)
May 18, 2022, 5:43 PDT
Hello, Vivian.
My name is Robin and I'm from Malwarebytes Support.
I will be assisting you with ticket# 3_____2.
My apologies for the delayed response.
I understand you had issues with the VPN product and requested a refund if not fixed.
When looking at your Support ticket history starting in January, I can see that your original Support ticket was sent to our Technical Team for troubleshooting the issue and when the request for logs was sent to you, we received no reply and the ticket timed out and closed automatically after some time.
Since the process of troubleshooting your issue first was not completed, no refund was issued by Malwarebytes.
If after troubleshooting your issue we found that there was no fix, we would have issued a refund for your the cost of the upgrade ref# 1_______6 for $22.45 and informed you that the original order ref# 1_______2 for Premium would have been deactivated as well with no refund (as the order was older than 1-year and past the refund allowance window).
We would have informed you that we are unable to remove the VPN from a subscription in order to downgrade to Premium only.
To try to do so will deactivate the license key on all devices permanently.
The only option, in your case, would have been to cancel the subscription in its entirety and have you repurchase to replace it with a new subscription that properly met your needs.
We would have instructed you to first repurchase the new subscription and switched your devices to the new license received in the confirmation email. Then we would have canceled and refunded your payment.
Taking the steps in this way keeps your devices protected at all times.
No cancelation was made nor refund was issued for your subscription by Malwarebytes.
Instead, it looks as if you contacted Visa to issue a Chargeback Investigation and your upgrade fee of $22.45 was refunded by Visa on
Description Malwarebytes' Scam and Fraud (2 of 4) - Malwarebytes has STOLEN my money for the remaining months on my Malwarebytes Premium by NOT refunding my money to me for their false termination of my Malwarebytes Premium purchase. Malwarebytes' website is here https://www.malwarebytes.com/. Malwarebytes' phone numbers are 1(650)963-5701, 1(888)247-1614 and 1(669)201-3382 which might change. Down below but in the picture you can read the full statement which a Malwarebytes' employee said to me.
Robin (Support)
May 18, 2022, 5:43 PDT
Hello, Vivian.
My name is Robin and I'm from Malwarebytes Support.
I will be assisting you with ticket# 3_____2.
My apologies for the delayed response.
I understand you had issues with the VPN product and requested a refund if not fixed.
When looking at your Support ticket history starting in January, I can see that your original Support ticket was sent to our Technical Team for troubleshooting the issue and when the request for logs was sent to you, we received no reply and the ticket timed out and closed automatically after some time.
Since the process of troubleshooting your issue first was not completed, no refund was issued by Malwarebytes.
If after troubleshooting your issue we found that there was no fix, we would have issued a refund for your the cost of the upgrade ref# 1_______6 for $22.45 and informed you that the original order ref# 1_______2 for Premium would have been deactivated as well with no refund (as the order was older than 1-year and past the refund allowance window).
We would have informed you that we are unable to remove the VPN from a subscription in order to downgrade to Premium only.
To try to do so will deactivate the license key on all devices permanently.
The only option, in your case, would have been to cancel the subscription in its entirety and have you repurchase to replace it with a new subscription that properly met your needs.
We would have instructed you to first repurchase the new subscription and switched your devices to the new license received in the confirmation email. Then we would have canceled and refunded your payment.
Taking the steps in this way keeps your devices protected at all times.
No cancelation was made nor refund was issued for your subscription by Malwarebytes.
Instead, it looks as if you contacted Visa to issue a Chargeback Investigation and your upgrade fee of $22.45 was refunded by Visa on
Login to comment