Auto renewal on same day as Black Friday sale

[notta]

I received a bank alert the other day that I was charged $39.99. I looked into it and it was for my MalwareBytes renewal. I submitted a ticket because I didn't want to renew because I purchased this on Black Friday 3 years ago and was waiting for Black Friday to renew. Their site has $19.99 Black Friday sale. I want to be clear that I was charged $39.99 the same day that the $19.99 sale was listed on the website. I created a ticket and received my case number. A few hours later I received another email stating that they were really busy but if I still needed help to reply back to the email. I've never seen anything like this before. Why would I have created the ticket if I didn't really need help? I then decided to call the support number and chose billing issues. I was waiting for a long time so I chose the keep my place in queue option and they would call me back. A hour and half later my phone rings and the automated message states that we're busy and please hang up and try again later. Huh? I also have never seen that happen. I tried again thinking it was a fluke but sure enough the same thing happened.

Now I know this is a holiday week but I don't have a good feeling about the status of this. The site doesn't have a way to track the status of the ticket so for all I know the ticket is closed. I have since turned off auto renewal since like I said I purchased it Black Friday and my renewal will always be on Black Friday when they have sales.

Has anyone ever had this issue?

Thanks.

[Porthos]

2 hours ago, notta said:

purchased this on Black Friday 3 years ago and was waiting for Black Friday to renew.

You purchased a subscription product and all of them are set to auto renew. When a sub gets auto renewed, even if bought on sale the price goes up to regular price upon renewal.

For the future you must manually turn off auto renewal before the renewal date.

2 hours ago, notta said:

I created a ticket and received my case number. A few hours later I received another email stating that they were really busy but if I still needed help to reply back to the email. I've never seen anything like this before. Why would I have created the ticket if I didn't really need help?

Tickets,even before the holiday week are taking 7+ weekdays to respond to. Did you respond to that second email? You should have.

People create tickets all the time and then find the answers they needed on the forum quite often and on the self help guides as well.

With the above being said, Respond to that email and post the ticket number here.

[notta]

My ticket number is 3281161

 

Thank you.

[AdvancedSetup]

Hello @notta

It is currently a 4 day Holiday here in the USA for us. I have sent an email asking for escalation, someone should reach out to assist you during normal business hours after the Holiday.

Thank you