LeonhartGR

Alright! I got an official apology from one of the support managers. Apology accepted. Thanks to their immediate response and by resolving the inconvenience that all this has caused me I will probably renew my licence the time before it expires. My subscription tab shows as cancelled though. I have already replied to the email and asked them to fix that as well. Farewell, Leon!

The time I applied for a yearly subscription I was looking for that lifetime deal but no luck! I would purchase it if I could. I honour MalwareBytes for their work and what happened really surprised me... I'm a good customer and i deserve my licence back. They should release a lifetime deal again sometime. But the Privacy software is in really early stage. Servers are very slow atm. Even the closest one to my place was half way down the connection speed! And I'm using fiber cable. But would they have to cancel my whole subscription for a crappy (to my knowledge) software I would never use?

Related subscriptions Subscription 120505866 EXPIRATION DATE DEC 31, 2020 STATUS Canceled Date Product(s) Ref number Payment method Amount Type Receipt May 5, 2020 Malwarebytes Protection + Privacy 120505866R N/A -€23.41 Full refund May 2, 2020 Malwarebytes Protection + Privacy 120505866 N/A €23.41 Order Jan 1, 2020 Malwarebytes Premium 111612706 4961 €39.99 Order

From 2co checkout Product/Service name Unit price Value TAX/VAT Malwarebytes 1 x Malwarebytes Premium + Privacy -18,88 EUR -18,88 EUR -4,53 EUR The advertisement from my email email subject: Introducing Malwarebytes Privacy, your next-gen VPN "Hi M D, As a valued customer, we'd like to introduce you to Malwarebytes Privacy—a next-generation VPN (Virtual Private Network) that gives you a simple, easy way to take control of your privacy online and helps stop hackers, advertisers, and your ISP from tracking your online activity." I include pictures below...

As you can see in my already created ticket (not sure if you have access to, I have reported all the necessary documents that prove both my purchases! The first purchase was on 31 Dec 2019 (when I received my confirmation email), my receipt was from 1st of January 2020. There was no option for buying Privacy as a standalone in the email offer but i looked for Privacy as a standalone too but didn't find any. Of course I wouldn't buy Privacy as a standalone and since it's not yet tested widely even if it was and the offer was even meant to be that way for the people to test it and customers like us that trust MB as a brand name and as a company! Also since the deal was a combo deal why wouldn't they charge for an extension of the already active subscription and they keep the same subscription key which is until the end of the year and with charging the same money but in a discount. This means that for the same discount I could have bought a yearly key on another time when my already active subscription was over that would continue my MB software subscription for a greater period of time. Or even a new user would buy the same deal with me for a different subscription period than me. Why would something like that even be possible??? I know it's mere marketing but with this strategy you just lose good customers that never cause any trouble and strictly follow your guidelines! Also with this deal you are causing a strategy that is forcing me to ask for a refund for a software that hasn't widely been tested and for which I have the right to get a refund and you are gaining 39.99 € for my cancelled subscription. There is no logic in me paying 39.99 for a software, paying another 24 for an added software which you include as a combo deal and which lasts for the same period of time as my first subscription and then cancelling the whole subscription which you decide to include as a combo deal with me getting 24 € back and losing 39.99 € from my first yearly subscription! With this refund strategy and for a combo deal with an already active subscription with the same period of time and without making it last as a separate subscription deal you are forcing me to pay 39.99 for a subscription that lasts until the refund date which is not even a year! It's 5 freaking months for Christ's sake!!! So what you are forcing me to get from both deals is either paying 39.99+24=63.99 for 2 software of which I can try and if I don't want I have the right to request a refund, which leads me to lose 39.99 or a yearly MalwareBytes subscription which I already have paid for (39.99) without the right to try it first as it is a new advertised software which you decide to include as a combo deal with the same already active subscription and which is sold as a separate key and new subscription for the new users.You could have just sold the new deal as a different subscription key by cancelling the already active subscription so as people could at least get an extension of their previous purchase and so they would even save you from the trouble of returning money and sending refunds and avoid the whole confusion at first place! But I believe that if this is not just a bad marketing strategy you are just not choosing the easy way to get that 39.99 credit from the people who already have an active subscription so as you force them to pay you again for the subscription you have cancelled (of course by the customer's request who have been trapped to your one way marketing strategy! That's hat I believe! and you may prove I'm wrong by re-activating my already active subscription that I have already paid!!! I already have requested my already paid subscription back since the 1st of January and I hope you change this one way marketing policy that is going to harm your name as a trusted brand! Regards, Leon

Similar thing happened to me with the Privacy software! They have cancelled my account while I clearly asked only a refund only for the Privacy software! There should be a better management with those keys! It's not possible that you are able to use the same key in an already active account while someone is buying a new yearly subscription that should be valid since the day of the last order and not being able to manage the cancellation for only one of 2 different software! Merely unacceptable and scammy! I have yet to receive my money refund though as well! My support ticket 3024263 and I'm looking forward to receiving a positive reply with credit on my bank account! Regards, Leon!

I don't wish to uninstall avg since it's my main security tool but I will try if I have to for you to see what happens. But if I am to uninstall avg for a licence reset I can just leave it as it is. Avg has a feature option that I may activate so as it can run along with other antivirus software but then it deactivates some real time features so it's not worth it. Isn't there a programming awy that you may fix this issue. I noticed that the server is not even blocked in the hosts file which is the main reason for not communicating with the malarebytes servers.

mbst-grab-results.zip

This is a continuation to this topic. I'm including my "mbst-clean-results.txt" which includes info about the support tool cleaning process. While in this process I noticed that the program was not able to back up my premium licence although I had already been using the malwarebytes software with a premium licence. The malwarebytes program is resetting to trial after every system restart and the same goes with windows safe mode as well. While inside windows environment I'm able to enter my premium licence key and it accepts it. But after the clean process with the support tool and when I try to put the key in after it re-install the software, it gives the "no token found" error and "unable to contact the server, check you windows firewall settings" or something like that. I have already put the necessary exceptions in my avg internet security software as instructed by the programmer in my previous posts. mbst-clean-results.txt

Unfortunately I still have issues with malwarebytes not activating my licence on every system restart... Hopefully I did delete the virus exclusions from windows defender except for the ones located in hkey_local_machine/microsoft/windows/currentversion/windowsdefender/exclusions/paths. Is this because I'm using the system? Since I have disabled the windows defender software because I'm using avg and malwarebytes are those exclusions from windows defender interfering in any way?

Ok I did as instructed and deleted only the red infections. I didn't see any Pum's. Fixlog.txt ReportRogue.txt

Another issue occurred. The windows update notification window pops up every now and is asking me to configure the windows updating style. Is this in any way related to the fix that you did? Since I read the log and there are several files moved. But I'm not an expert, I suppose the fix resets my windows files and settings right?

Ok it's still doing it, after every restart. So is this tool the main source for reporting? I wonder because I feel that my reports are not considered seriously... There are still some entries in the registry and I'm not sure if the virus is working in the background or just waiting to activate. I'm including the files you asked me though. Thanks! Addition.txt FRST.txt

EDIT: I did another restart and the program loaded fine but it was reset in the free version again. I had to put the licence to get the premium version once again. It also freezes badly. It froze when I did a right click on a windows explorer window. I pushed ctr+alt+delete while opening a wweb browser to post my reply here and it froze. After a while it loaded and I'm posting. Also the windows 7 notification for cease of support was running in the processes as pnotify and I remember preventing this from running. I checked again and it was gone. Generally when I restart windows it takes too long to load and I have to wait otherwise the malwarebytes program will not load properly. Looking forward to getting reply.

Ok. It took windows too long to load. The HD Realteck manager tray icon is loading (i remember putting this off on windows msconfig when windows start. Network icon is stuck on load. Malwarebytes.exe is loading as a process but the program does not show on screen. Bjiks.rar is still on program files (x86) folder while the log mentions it 's not found ("C:\Program Files (x86)\Bjiks" => not found). Some virus files are still in the defender exclusion list. Fixlog.txt