I have subscribed to Malwarebytes Standard with auto renewal for a few years and have been very satisfied. My annual subscription was satisfactorily renewed in July and paid with a credit card on file. The service was automatically activated and all was well. Last week, I received an email suggesting that I might like to upgrade to the Plus service. It looked impressive and since I could add all three of my devices, I added the service for my iMac, iPhone and iPad, and charged the subscription to my PayPal account. Activation was complete, and the site said I was 100% secure. Then I received an email saying I still had an item in my cart that needed activation. I ignored it, thinking there was a lapse in communication. Then I got a second and a third email so I contacted customer support to ask what the item was in the cart, since everything I had purchased appeared to be paid for and working. Long story short, the customer service rep canceled my subscription to the standard service and is having a refund sent to PayPal which was not where the payment was made. I’m confused and upset that I’m having to go through all this just to find an answer to a simple question. And the worst of it is that my computer is now totally unprotected since the service has been removed for no reason. This is not acceptable, and I am very disappointed in what I’ve thought was an efficient and reliable company, and one which I’ve recommended to many others.
Hi, I'm very sorry to hear about your experience with our customer service. Your feedback is important, and we want to make this right. If you need help understanding our services or resolving any issues, please contact our support team directly by saying "talk to support" to our AI bot. You can submit a ticket or request a callback from a real human who will assist you. Additionally, if you can provide specific feedback on what was not good, we genuinely want to hear it, and I will make sure to pass this along to our support team. We appreciate your patience and hope you'll give us another chance to improve your experience.