Thank you for taking the time to write this, and I am sorry for the experience you had.

On support: you are right that getting through to us was harder than it should have been. Some of your early messages did not reach our helpdesk, and our site login was blocked for you by Cloudflare for a period. That is on us, not on you. We have been working through your case by email since then, and I want you to know your reports are being taken seriously.

On the hack and the scanner: I am sorry your site was compromised. You sent us real malware samples, including a webshell disguised as a "WP Database Console" and a malicious file in your theme folder. Our scanner missed those patterns, and that is a fair criticism. We are using your samples to improve detection. We also found a separate bug where a failed scan could still show the site as "clean" after an error popup. That is misleading and we are fixing it.

I will be honest: no security plugin catches every variant every time, especially on an already-compromised site. But missing what you found, combined with the support friction, would understandably destroy confidence. You did the right thing cleaning the site and reporting what you found.

If you are open to it, please continue the conversation through our support channel. We would like to help you verify your site is clean and make sure you are on the latest release once the scanner fixes ship.

Thank you again for the detailed reports. They are directly helping us improve the product.