Thank you for letting us know about this issue that you encountered. Apologies for the inconvenience.
Since you are dealing with a malware issue, it will be best if you can contact our 24x7 toll free hotline since your subscription is entitled to our Premium Services. With that, please call us through 1 877 275 8611 (option 2).
The problem that you're dealing with might also be related to an environment issue that's why Trend Micro Security was not able to detect it. In addition to that, this may require a thorough troubleshooting process hence, it should be done in a real time manner.
Should you have any other concern, please do not hesitate to reach out to us.