Source
r/Malwarebytes•
Chief2p

Website seems to be broken for all customer service functions. Call the support stay on hold. NO ANSWER over 1 hour.

I am trying to cancel an auto renewal subscription. I get a "Something went wrong, please try again later" message. This has been going on for weeks. I call the support number and no one ever answers. I hit 9 to have them call me... never get a call.

I try to submit a ticket using the website. but after choosing that "I am a home or Malwarebytes for Teams customer" user, nothing happens, there is no next, or continue, or anything.

​

It is a distinct lack of customer service. I have been trying for weeks! This Saturday, I was charged for an auto renewal for a computer I no longer have!!!

What can I do?

EDIT to add: ImDevinC helped to resolve my issue and get me a refund.
Thank You!

Posted Dec 14, 2020, 4:34 PM UTC · edited

47
BleedingTeal•

I just checked and the submit ticket function works just fine. If you have issues, I know people from a wide variety of roles in the organization are active on their forums. In my experience, that or through Twitter is a good way to spurn some action from the support side of the organization in the event that no response is being received, or if getting through to the support team is proving problematic.

Good luck.

5
ImDevinCMalwarebytes Employee•

Can you PM what number you're calling? We don't have a publicly available support number for our non-business customers, so I'm thinking that's the reason you didn't get a call back.

As for the ticket website, I can't speak as to why that's not working, but this link right here should take you to the new ticket submission page. https://support.malwarebytes.com/hc/en-us/requests/new

Let me know if I can be of any assistance.

3
madknives23•

This is the main reason why I left MWB, there is no excuse for this behavior.

2
Barnezhilton•

Call your credit card company and have them do a charge back for the subscription. That will get their attention.

Companies get extra fees added to charge backs and it flags them to the cc.

2
Chief2pOP•

I just contested the charge with my credit card company. Hopefully I get the money back, and hopefully, they don't try to charge me again next year. They have made it impossible to cancel the subscription. Making it look like a simple software glitch on their webpage... that has lasted for weeks. In fact, I seem to remember trying to cancel the subscription last year and having the same issue.

4
trueblue4u•

Next time pay with Paypal and you will have the option to cancel any autorenewal payment with in your account, no dealing with credit card company which takes ages to even start the refund process.

1
Barnezhilton•

The big 3 aren't slow at all.. your discover card on the other hand....

1