Problems with auto-renewal and account

[jpkislanko]

I actually had removed Malwarebytes premium because of some performance issues, but my premium subscription auto-renewed and I was charged for another 3 year license. I got an email asking me to set up an account:
"We know you’re busy, but if you take a moment to set up your Malwarebytes subscription account, your life will get a whole lot easier. Through your subscription account you will be able to manage your Malwarebytes subscription, billing, email preferences, get easier access to support, and take advantage of special offers. Set up is fast, simple, and painless." Hah!

I finally did that, and when I logged into my account it said I had three overlapping licenses. It had me download the new premium version, which I'd been automatically billed for, and when I started it it said it was a "14 day free trial" and invited me to upgrade. And when I tried to activate it with the license key sent with my account registration it said that key was already in use.

What's really disturbing is one of the three licenses was not for me: it had a different billing address, different credit card number and different name on the PDF invoice. I cancelled that account's auto-renewal, as well as the two that did look like mine.

I've removed the trial version, and am not even sure I even want security software from somebody who can't even get basic accounting right.

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. Double-click mb-support-X.X.X.XXXX.exe to run the program
   • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab on the left column
   
7. Click the Gather Logs button
   
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

[exile360]

Greetings,

I'm sorry you've experienced these issues, but Support should be able to assist you with this.  Please contact them directly by filling out the form on the bottom of this page and they will contact you via email.

I hope this helps, and if there is anything else we might assist you with please let us know.

Thanks