Webroot Reviews 884

I realized a charge from webroot in my credit card, on further evaluation, it was charged in 2025 first when i missed and this year now, using my 5 years ago’s (currently inactive) email address. When i called webroot to cancel and asked for refund, they claimed i needed to verify 3 things, my name, my address and credit card number, my credit card number also changed good 3 years, so did my address 5 years ago. Initially they also claimed they did not have correct address despite i provided them 5 years ago’s address as well , later they said yes it was the address. Mainly somehow someone using my 5 years ago's address and credit card number having 2 charges to my current credit card but they say as they donot have my new credit card number and i cannot verify it via my (inactive)email, they cannot refund me! I offered my new email address, they say i have to do it via registered email which is inactive they know it!! I wanted them to write an incident report as this is an obvious fraud, and they continue to ignore it to keep the money. Now i need to go thru my credit card, very sad, bad business not only obviously allowing fraud when i am telling them what is happening, to keep the money they are not allowing me to give them the right info, and fix it. Very sad very wrong. I would not trust them with computer security as obviously they donot even catch a fraud when happening and when even reported.

I took out a 2 year subscription with Webroot and they charged my credit card with another 3 years without any request or approval from me. I tried contacting support for a refund but it was a waste of time. My emails/online support messages were ignored.

Below is the text both to & from Webroot Customer Services that resulted in only an automatic reply an no answer to my specific question after 3 attempts to contact them

Please respond to my original enquiry at the bottom of this email and provide a proper reply as the unsigned reply below is unacceptable. Take note if I have to ask again it will be via Trustpilot because ignoring me should not be considered an option

On 21/02/2026 12:10, David wrote:
Dear unnamed person & also Mark Barrenechea, (Webroot CEO)

This reply to my enquiry below is a thoroughly unhelpful reply!!! Webroot were great when I first became a customer but this reply does not answer my specific question!! Webroot seem to have lost their way concerning Customer Service and lets be fair that is all you are paid to provide a service and judging from your reply below a very poor service lately.

Yours sincerely,

David

CC Mark Barrenechea

On 20/02/2026 20:40, Webroot Customer Sales wrote:
Thank you for contacting Webroot/Carbonite,

To start, renew, or upgrade/update your protection and/or credit card and take advantage of our most current sale and seasonal pricing - please call Webroot Sales:

📞 (Phone number removed) option #1, then option #5 during their operating hours: Monday to Friday, 9:00 AM to 7:00 PM EST.

A representative will be able to assist you with your account and the best current pricing on Antivirus, Unlimited Cloud backup and WIFI mobile protection.

Thank you for your patience. All calls are answered in the order they are received. Due to the high volume of requests, we are currently unable to return calls.

Please note:

Our sales team experiences the highest call volumes on Mondays and Tuesdays. If you're looking to reach us with shorter hold times, we recommend calling during normal business hours from Wednesday to Friday.

________________________________________
From: David
Sent: Friday, February 20, 2026 2:49 AM
To: Webroot
Subject: [EXTERNAL] - Pop up message from Webroot during startup

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. If you feel that the email is suspicious, please report it using PhishAlarm.

Dear Sir / Madam,
As a little background I have been a customer of Webroot for many years and during the time of my subscription I have only been let down once when a virus passed your system while viewing MS widgets from the tab on the lower right hand side of the tool bar at the bottom of the screen.
While Microsoft did not admit that their content was infected they swiftly addressed my formal complaint and a technician re-loaded the latest operating system "over the top" to resolve this issue without the loss of any settings or data.
My enquiry today concerns a pop up message concerning an additional service that Webroot were offering as Webroot systems seem to have noticed that my computer was not operating at it's fullest potential.
Could you please provide details of this additional software that if my understanding is correct was designed to automatically make adjustments to the machine settings to run my equipment at it's optimum performance.
I know for a fact that there are megabytes of system temp files that need to be deleted on a regular basis because Microsoft have mentioned as much but I do not have the confidence to poke around in the system files looking for these temp files as has been suggested by MS and as a result my computer is very slow starting up.
I await your reply with interest.
Kind regards,
David

I have malware putting up a freeze screen on startup. Webroot has not detected it or removed it. Finding a means of contacting them is difficult. Ultimately I did find a way to submit a ticket. However, the ticket system doesn't work. They also try to pawn you off on to Geek Squad for customer service. I cancelled my account.

I have had Webroot Secure Anywhere for some time, but recently its updates have corrupted my Win 11 OS (keyboard doesn’t work without further restart), which I only realised when I loaded it onto a completely virgin PC. It seems impossible to get through to Customer Support, so I have reinstalled Windows and moved to BitDefender instead.

An unreliable security vendor with a complete lack of support, using AI to make judgments on domain reputations.

When they inaccurately flag domains in their database, they provide no evidence to justify their decisions and refuse to correct them.

Attempts to contact their legal department while their actions harm the reputations of small agencies went unanswered.

This behavior is extremely disappointing, and the community should be made aware of such practices.

Very strange how a few days before my subscription expires I begin having major issues with my HP laptop! CCLEANER is much better as notifies me that computer needs to be scanned whereas never do I receive a message from Webroot!

Webroot requests another credit card number be sent to them for a refund. Webroot states that the original auto-draft payment cannot be refunded. All information from the invoice was provided and being denied because I will not provide them with a different credit card. Then send me a check! UNTRUSTWORTHY!

I was with Webroot for seven years. Every year I had to opt out of automatic renewal, otherwise, they would automatically renew me and charge my Visa card. This year they just automatically renewed me and charged my Visa card, without my authorization. I have not had a computer since October 2024. Webroot did/does not know this. How can you protect, scan a computer, that does not exist? Makes you wonder. Companies have no sense of decency anymore, they just do whatever they want. On a positive note, I never had any concerns about my antivirus for seven years.

This company is worse than CROOKS! I requested a refund under their refund policy via the porported website info. I copied and pasted the invoice number and the site says it's invalid!! How does that happen??The online refund portal is a freaking joke! Stay the hell away from this company, their products and software. Trying to cancel your subscription will be a nightmare. The renewal price tripled the existing price and I want out plus the software is only mildy effective!!!! When it happens to you, don't say you weren't warned!!

This company are CROOKS! I have requested a refund under their refund policy and the response I got was crickets! Their online refund portal does NOT work! Stay the hell away from this company and their software. You have been warned.

An amazing and affordable online security product that has had my patronage for many, many years. I had previously tried all the biggies and free options.

Low impact, it is cloud-based with no need to update anything and uses negligible resources on my PC. It just sits there doing its thing.

Download it, install it, tweak it to your needs (reversible if you get carried away) and leave it to do what it does

Absolutely abysmal customer service.
Sent three emails requesting pricing and assistance, the first they replied that it was the wrong department and gave a different email address (have no idea why they couldn't forward it internally), next 2 emails didn't get a single response.

I only agreed to pay Webroot once per year for their service, but they charged me around $ 50 approx. for something Bogus that was not in our original agreed terms, I'm pissed off as I do not like any Liars and do not like Thieves, I gave Webroot customer service an Ultimatum, either 1). Refund my money immediately, or 2). I'm never doing any business at all with Webroot again, I'm not taking any of your shit ! , Webroot, you Webroot better make a wise decision here for long term Client Retention with me, you are skating on thin ice and you are stupid for doing dishonest and fraud business practices to ruin you own business Reputation, what a bunch of clowns.

Just wasted my hard earned money getting no key at all and refunded it at once, yet to receive any money and it is hopeless to contact their "customer service".

Do not waste your time on this horrible product that has T E R R I B L E product support. Their "help" desk is absolutely HELPLESS and their customer service is an oxymoron! Save yourself time, frustration, and money by bypassing this do-nothing product.

My subscription is finally expiring and all I can say is "At last!" So hard to get any changes made or answers. They make it difficult on purpose, so that you will get frustrated and give up.

I've been a Webroot customer for many years and mostly been very happy with them. I particularity liked the way it just worked away in the background with little interaction required.
However, when I changed my email address, the trouble started. I changed it on my Webroot account, which updated for login purposes but they kept sending emails to the old address. As did Cleverbridge (whoever they are) who do the billing. Turns out the two accounts are not linked.
After a frustrating period of trying to get it resolved, I was assured it had been updated to the new address. The email confirming that was sent to my old address, which was to disappear in 3 days time by then, confirming login details using the old address.
Add to that the confusion with Cleverbridge and more recently Carbonite (whoever they are) accounts and I just gave up.
To cap it all, the invoice gave a cancellation email which did not exist and using the one on their T&C's turned out to be a nightmare, having to jump though a number of hoops and end up not knowing whether I had been successful or not.
I like the product but place these with Easyjet - works well until something goes wrong.

PEOPLE DO NOT, DO NOT USE, DOWNLOAD OR SHARE ANY INFO WITH THIS COMPANY. I have proof when I installed it after purchasing, that it actually installed registry files, and took an entire backup of EVERYTHING on my computer. Then I had a live hacker on my computer buried deep to where no one could find it. Credit and identification stolen, and a hacker uses my computer as their own. Opening my Webcam and watching anytime they wanted. How do companies like this not get HUGE CLASS ACTION LAWSUITS.

What is going on, Webroot? Six years with you and now at our renewal attempt this year, TWO separate debit cards from TWO SEPARATE BANK ACCOUNTS, on separate days, in TWO separate names have been immediately FLAGGED as FRAUD and immediately LOCKED by our (did I mention SEPARATE?) banks. I just got off the phone with my bank after Webroot declined payment, and upon calling my bank, hearing my automated line say my card was locked for suspicious activity. I had to call the Fraud Department. This was after my son had the same thing happen to him last week! He had to spend days of phone calls in which he was switched between Webroot's various departments time and time again, spending hours of frustration on the phone with them AND his bank, and two trips to his bank in person with personal ID, birth certificate, library card, insurance statements, and the kitchen sink, only to have his card canceled and a new one issued (still not here after five days--what a PAIN). This after we simply attempted to pay for another year of Webroot (our SEVENTH). As for me, my card was declined as well, just like his today. I had to call the FRAUD Department. I just got off the phone with them and was told that Webroot is FLAGGED as SUSPICIOUS now (at all banks apparently) and no charge to Webroot can be authorized! Whaaat? Going on two weeks and many phone hours and in-person proof required of who we are down the drain we (again, TWO separate cards, in separate names and separate banks), and that we are not committing fraud by trying to pay Webroot for the seventh year is very puzzling! Did Webroot get HACKED??? HA! Still can't pay them! Guess I'll have to go to some other virus protection? Shame! I was satisfied with Webroot before. Never had a problem with them...before. Again, SIX YEARS with Webroot. WHAT GIVES??? Inquiring minds want ANSWERS, please.