I've been double charged for renewal

[Vivec22]

I logged on this morning and was given a pop up notification from malwarebytes that a problem had occurred in the auto renewal process for my yearly subscription. I have no idea why that would be the case because when my debit card expired and a new one was given to me, i made sure to update the details months in advance.

 

But I followed the instructions from the pop up and it wanted me to enter in my details, and it changed me. And gave me a key number, but it's a different key number than the current one, so i was confused, then i logged into my email and saw an email saying to confirm my details again, then it gave me a message saying success, renewal updated and gave me another key code. So I just checked my bank and I have 2x £29.99 going out!

 

I'm really annoyed with this, first off why was there a problem with my details? I updated them ages ago, it should of smoothly charged me for my sub without bothering me. And secondly, why did it create a whole new subscription when I was following the instructions from the pop up? Why didn't it just tell me to check my damn e-mail and just fill in the data?

 

I really do not need this hassle in the morning. I've always been very happy with your product and it's never bothered me when taking payment before. I would like this corrected please.

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

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

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

• For use when you are on the forums and need to provide logs for assistance
• For use when you don't need or want to create a ticket with Malwarebytes
• For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler

1. Download Malwarebytes Support Tool
2. 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.
3. Place a checkmark next to Accept License Agreement and click Next
4. Navigate to the Advanced tab
5. The Advanced menu page contains four categories:
   • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
   • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
   •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
   • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
6. To provide logs for review click the Gather Logs button
7. Upon completion, click OK
8. A file named mbst-grab-results.zip will be saved to your Desktop
9. Please attach the file in your next reply.
10. To uninstall all Malwarebytes Products, click the Clean button.
11. Click the Yes button to proceed. 
12. Save all your work and click OK when you are ready to reboot.
13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
14. Select Yes to install Malwarebytes.
15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

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/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

[Vivec22]

So yes to confirm, it miss sold me another subscription when I followed the instructions from the malwarebytes pop up, then when I went to my e-mail and followed the instructions from there, it updated the correct subscription. And in my bank I see 2x 29.99 charges.

[Porthos]

6 minutes ago, Vivec22 said:

So yes to confirm, it miss sold me another subscription when I followed the instructions from the malwarebytes pop up, then when I went to my e-mail and followed the instructions from there, it updated the correct subscription. And in my bank I see 2x 29.99 charges.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Please submit only one ticket.

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

[Vivec22]

Ticket sent. You guys need to get rid of that stupid pop up that warns you about needing to confirm your details then ends up tricking you into creating a new key. I had better things to do with my morning than to deal with this nonsense.

[Vivec22]

Do I need to check my e-mail for the ticket response? So now this is going to be an ongoing thing for possibly a week just to get my money back? I won't being using this software again when my new subscription is finished next year.

[AdvancedSetup]

Support will reply to your ticket once they're available. Unfortunately we cannot give you a specific date for a reply. On average it's is a minimum of about 3 days but when busy it can take substantially longer.

As with any email, yes, you'd need to check your emails.

Thank you