I have the same issue. Here's a brief history and then the issue to put it in context.
HISTORY
On Nov 30 2016, I purchased a 4PC Malwarebytes Anti-Malware Premium AND a 4PC Malwarebytes Anti-Exploit Premium combined subscription for $56.95. Shortly thereafter Malwarebytes premium 3.0 was released and it combined both products.
As per Malwarebytes own support page (https://support.malwarebytes.com/docs/DOC-1114): "If you purchased your subscriptions to both products as part of a special bundle, you will not have to choose. You will get one license that combines both products and doubles the number of PCs you can protect." Also on the same page "Only active subscriptions to Malwarebytes premium products are grandfathered with Malwarebytes 3".
So I though no problem there, I have a combined subscription to both products as part of a special bundle, with an active subscription, so when my auto-renewal comes around in Nov 2017 I will have an 8PC licence for the same price because I'm grandfathered in.
Note: I have 3 PC - work personal and shared. 2 virtual machines. Wife has one. And 2 kids were going to get their own laptops in Dec 2017. So 8PC seemed perfect. I currently only have it running on 2 PC's because there were quite a few issues when V3 originally launched and I ended up uninstalling it from some of the PC's. Since then a lot of bugs were ironed out, specially in summer of 2017, and I was gearing up for the re-installs.
ISSUE
Well guess what, on Oct 31 2017, I receive a renewal notice ...telling me that my renewal is going to be..... wait for it ..... $113.90!! So the double of 56.95. Huh....
So I contacted Malwarebytes CS, and they said that they cannot help with billing and to contact Cleverbridge. So I contacted Cleverbridge and for the past week I've been going back and forth with them. It seems Cleverbridge does not read what's on Malwarebytes own support sites. So I contact Malwarebytes again and am again told they cannot help with billing.
I find it odd that Malwarebytes CS has no control over billing. I can understand having it outsourced to Cleverbridge, and have them look after processing and so on, but as a customer I find it extremely frustrating to deal with another entity. Now I am acting as the middle man between two companies who don't seem to talk to each other. Frustrating.
So in the meantime a Cleverbridge rep, without understand the entirety of my concerns, and without my permission, goes ahead and cancels 4 PC's out of the 8 Yes half of 113.90 is 56.95, and he got me the price point I had asked about, but that is not what I had asked him to do.
As of now, I have yet again emailed Cleverbridge and am awaiting a response. I don't think it'll go anywhere good, based on my experience with them. It seems that every time I get a reply, its a new rep. So its not one rep dealing with my issue, but a random CS pick, and I think some facts are getting lost in translation.
I hope someone on this forum, staff or member, can help.
