I have a malware or virus problem, why hasn't Webroot found it and fixed it ?

I have had Webroot for a few months and now have a malware or very bad virus problem. Why hasn't Webroot found it and fixed it?
 
When "selecting a location" your choices are limited to business's only The Webroot that I have is for home use only .
 
You make it nearly impossable to send in a complaint, with all of your error messages.