Have You Ever Tried to Cancel a Renewal Subscription with Malwarebytes?

 

Welcome to Malwarebytes Live Chat support. My name is Jonathan [AI?]. How may I assist you today?

Me: I want to cancel my renewal subscription. Navigating the directions are not user friendly!  [I tried to call the (800-799-9570) Help number and, of course, there was no answer. The online instructions I received were ridiculous. They tell you to go to "Sign into Account," then in the "Left Sidebar" (There is no Left Sidebar!) click "Manage Subscription," click the "Billing and Payment Information Tab," then click "Edit Auto-Renewal.  A Pop-Up will appear." (There is no Pop-Up!) "Turn Auto-Renewal Off"; then "Select Reason for Canceling" and click "Send. Once you're done turning off auto-renewal, you'll receive a confirmation email"].

Malwarebytes: I am sorry to hear that. I'd be happy to assist you with it. Before we proceed, is there something our techs or I could do? In case you want to keep your subscription but are experiencing technical issues.

Me: Malwarebytes makes it so difficult to cancel a subscription online.

Malwarebytes: Apologies for the inconvenience.

Me: I do not want or use Malwarebytes anymore.

Malwarebytes: Just to confirm, are you looking to receive a refund for a recent renewal?

Me: Yes! Malwarebytes automatically renewed my subscription. It was charged to my Discover Card.

Malwarebytes: I see. You might have left your auto-renewal active. If you want to proceed with the refund, kindly provide the ref# of the renewal, please.

Me: 25330….

Malwarebytes: Thanks! One moment, please.

Malwarebytes: Upon checking, a chargeback has already been filed regarding this order.

Me: When will a refund be posted on my Discover account?

Malwarebytes: And we are unable to process a refund while the chargeback is ongoing.

Me: Explain

Malwarebytes: You can contact your bank directly for further information. A chargeback may take up to 3 months.

Me: “Chargeback is ongoing?”: What does that mean?

Malwarebytes: We are unable to process a refund for the subscription because a dispute for this transaction was opened with your bank/payment service provider. Once a transaction is disputed, your bank/payment service provider opens an investigation into your claim. The transaction amount is deducted from Malwarebytes and will be processed as a refund, if the dispute is closed in your favor. During this period, if we processed a refund, the order would be refunded twice: once by Malwarebytes, and once by your bank/payment service provider, for the dispute. The following options are available:

• Allow your bank/payment service provider to finish the investigation Note: this might take up to 3 months.

• Close the dispute with your bank/payment service provider. Once the dispute is closed, we are able to issue a refund. If you choose to close the dispute, please send the closure confirmation to our billing partner 2Checkout (Verifone) at chargeback@2checkout.com. For any questions concerning the dispute process, email 2Checkout at same e-mail address.

Me: What does a "bank" have to do with this? It's on a Discover Card!

Malwarebytes: In that case, that is your payment service provider.

Still, the transaction was disputed, which is the reason why we couldn't process a refund. If we processed a refund, the order would be refunded twice: once by Malwarebytes, and once by your bank/payment service provider, for the dispute.

Me: This is absurd!

Malwarebytes: The following options are available:

• Allow your bank/payment service provider to finish the investigation Note: this might take up to 3 months.

• Close the dispute with your bank/payment service provider. Once the dispute is closed, we are able to issue a refund. If you choose to close the dispute, please send the closure confirmation to our billing partner 2Checkout (Verifone) at chargeback@2checkout.com. For any questions concerning the dispute process, email 2Checkout at same e-mail address.