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Malwarebytes misuse of autopayment


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You need to escalate your action on support tickets 3453537 and 3454538, NO ACK in two days.

Malwarebytes action items are listed below:-
1. Partial refund to reduce from 5 devices to 2 devices (1 Android, 1 Windows)
2. Full refund and cancellation of Malwarebytes Privacy (changed terms mid-stream - very disappointed)
3. Complaint that autopayment was taken by Malwarebytes without authorisation

Concerning 3., who made updates to credit card details - wasn't me, card expired, and updates incorrect.

Awaiting Malwarebytes action commensurate with Malwarebytes breach of autopayment security.

 

(see support ticket 3454538 for files.

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Perhaps I'm a techno-neanderthal (certainly being treated like a cretin) coz I don't know where is support job ticket forum....

 

Colby (Support)
May 6, 2021, 17:13 PDT

Welcome to Malwarebytes support, my name is Colby and I'll be assisting you with ticket 3453537.

Your original renewal date was always May 3, 2022.  When you added privacy protection on May 30, 2020 it was for a prorated amount based on the time left on your original term.  The $40.19 AUD was for May 30, 2020 - May 3, 2021 on that date it then charges you the full amount for premium + privacy, which is $119.99 AUD.  We used the same billing information you provided for the upgrade on May 30, 2020 for the renewal so you would have provided it at that time.  Auto-renewal is part of the terms agreed to at purchase/renewal, which I have provided below.  This can be changed by the user at any time but appears in this case it was not.

 

Hello Colby, "We used the same billing information you provided for the upgrade on May 30, 2020 for the renewal so you would have provided it at that time." This statement is inherently flawed. My credit card expired this year between May 30, 2020 and May 3, 2021. I didn't know on May 30, 2020 what expiry of my new credit card this year would be so EITHER Malwarebytes don't do expiry checks (breach of funds transfer security) OR an insider of Malwarebytes are trying to make their sales figures for May and guessed expiry wrongly when updating .

 

 

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  • Root Admin

Please reply to your Support ticket with any questions you have and they will be able to assist you.

We have no way to assist users with licensing and billing issues here on the forums.

Thank you

 

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