Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a subscription with McAfee for antivirus protection for a few years now. Normally, I receive auto renewal messages and then it automatically renews. This year, I received many, many messages telling me that my coverage had already expired, and they could not charge my billing source to renew. On September 25, 2024, I went onto their website and renewed my 12-month coverage (antivirus). Today (October 25, 2024) I received my credit card statement and there is the 59-dollar charge for the autorenewal as well an additional charge for $119.99 for "merchandise." There is also a telephone number on the statement *************) that only gives a busy signal. It does not ring at all. I attempted to call the number I signed up with, which is also the customer service number on the website *************) but that does not work either. I tried using their chat bot. After selecting "refund" to have this investigated, the chat bot kept sending me messages to call the ************ number which does not work. So now I am stuck, and I cannot get in touch with McAfee via my online account, telephone, or their chatbot. There is an unauthorized charge on my account for $119.00 I do not want but cannot get a hold of McAfee to resolve this.

  Business Response

  Date: 11/04/2024

  Dear Mr. ****************** name is ****** ******.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

  Thank you for contacting McAfee.

  Sincerely,
  ****** ******

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a computer in 2017 that came with a coupon for McAfee Antivirus Software. To activate it, I had to pay $49.99 for the first year. I was not aware of any additional renewal terms, nor did I authorize any such charges. Because the amounts of the subscription were random, and increased every year, and I had a severe medical illness requiring brain surgery, I didn't catch the annual charges for a "subscription". I was not notified that I even had an annual subscription for an anti-virus product, nor did I have any computer that the program was installed on. The only reason I caught the charge in 2024 is that I was doing my taxes, and saw the charge had come through in November of 2023. When I investigated the account the charges were billed under, I found out that the program had not been active on my computer for years. In 2023 the bill had increased to $149.99 per month without my consent in any way. I called their customer service line and was told that since I didn't notice the charges and cancel them within 60 days, there was nothing they could do. I informed them that ** has strict laws on subscription sales like this, and they told me they had one subscription policy for the whole *************, and that they could not do anything about a refund. That it was my sole responsiblity to catch their error and report it to them within 60 days. I asked for a supervisor, who said: "I can't do anything to help you with this because you didn't catch the error within 60 days. I can cancel the next charge that will go through in November, 2024, but that's all we can do for you."

  Business Response

  Date: 10/25/2024

  Dear Ms. ************** name is ****** *******. I am on the Executive Customer Assistance Team at **********************. We have received your complaint with the Better Business Bureau and would like to get in touch with you regarding your concerns.
  
  Please note that authorization to charge your payment instrument for renewal is given at the time of purchase, prior to the completion of sale, and again when accepting the terms of the McAfee License Agreement before use of our software. Thirty (30)days prior to the Auto-Renewal charge, an email is sent to the customer notifying them of the date their subscription will renew and the renewal price they will be charged at that time.
  
  Customers can stop the renewal at any time by logging into their accounts or contacting our support team, **************************************************.
  
  That being said, I do see that the last charge associated with ******************** was in November 2023, and the automatic renewal feature was turned off on October 14, 2024, when you contacted our support team.
  
  If you have any additional questions or concerns, please feel free to reply to my email correspondence, or call me directly at the contact details notated in my email.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ****** *******
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to delete my McAfee account but they wont let me because they say I have an active subscription and to call T-Mobile to cancel my subscription. ******** says they have no record of subscription. McAfee I want to delete my McAfee account but they wont let me because they say I have an active subscription and to call T-Mobile to cancel my subscription. ******** says they have no record of subscription. McAfee wont let me delete my account. Wont help me says please talk to T-Mobile. And there is no record at all of me having a subscription and they just keep wasting my time going back and forth. All I want to do is delete my account thats it but I cant because I have a nonexistent subscription.wont let me delete my account. Wont help me says please talk to T-Mobile. And there is no record at all of me having a subscription and they just keep wasting my time going back and forth. All I want to do is delete my account thats it but I cant because I have a nonexistent subscription for McAfee and they refuse to help. As soon as the customer service *** read my issue he immediately leaves chat right away does not want to help in anyway at all. The only thing McAfee keeps telling me is to talk to T-Mobile and they disconnect

  Business Response

  Date: 10/10/2024

  Dear Mr. Justus,
  My name is Lauren Emerson. I am on the Executive Customer Assistance Team at McAfee. We have received your complaint with the Better Business Bureau, and would like to get in touch with you regarding your concerns.
  
  My apologies for the trouble you’ve had trying to cancel your McAfee subscription through T-Mobile. I was able to speak with our partner team, and they were able to confirm the cancellation of your T-Mobile subscription associated with Phone Number: (602) 386 9897; Email: [email protected].  
  
  If you do not wish to use the McAfee app, you will need to avoid reactivating it, since this phone number (602-386-9897) is still recognized as a valid, eligible T-Mobile number.
  
  Please see my email correspondence for more information regarding your account. If you have any further questions or concerns, I can be reached using the contact details noted in that email.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  Lauren Emerson
  Executive Customer Assistance Team, McAfee

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my ***************************** in September 2020 and subscribed to McAfee directly in October 2020. Until September 2024, I did not understand that McAfee had multiple subscription profiles under my account, so I continued to see the branded Century Link whenever I opened McAfee. ************ failed to notify McAfee of the subscription termination. I want McAfee to remove the Century Link subscription from my McAfee profile so there is no further confusion in the future. I asked McAfee to straighten this out as I am the paying customer. They refuse to clean up their mess and are asking me to talk to Century Link about a closed account from 2020. They told me they have a bigger paying customer than me and I must deal with that customer when I no longer have anything to do with that company. I want McAfee to spend there time fixing this issue.Hello,Greetings! Hope you are doing great!This is a follow-up email regarding your recent interaction with McAfee Support.From your interaction details, we could see that you wanted to remove the '***********' subscription from the account. Unfortunately, we do not have an option to cancel the *********** subscription. Kindly contact *********** support to get the subscription cancelled. For time being, we are keeping the Case # ******** as opened; but the same may auto-close within another 7 days. Thank you for being our valued customer.

  Business Response

  Date: 10/02/2024

  Dear Mr. ***************** is ****** *******.  I am on the Executive Customer Assistance Team at ************************ want to thank you for working with me regarding your concerns.
  
  If you have any additional issues or concerns, please feel free to reply to our email correspondence, or call me directly.
  
  Thank you for contacting McAfee.
  
  Best Regards,
  ****** *******
  Executive Customer Assistance Team

  Customer Answer

  Date: 10/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  After hitting a brickwall talking to the call center people that were not able to escalate the issue to someone to resolve it is nice knowing there is someone at McAfee that can resolve common issues.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Less than ninety dollars

  Business Response

  Date: 10/07/2024

  Dear Michael,
  
  My name is Chris Hallums; I am a supervisor on the Executive Customer Assistance Team at McAfee. I have received your case, and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.  
  
  Please feel free to contact me directly at 727-742-8761. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.
  
  Sincerely,

  
  Chris Hallums
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:09/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business keeps putting pop *** on my computer saying I have viruses and computer is compromised. 85 to 100 pop *** per day. I have protection from another source. I have to delete these everyday and 5 minutes later they are popping up again.

  Business Response

  Date: 09/26/2024

  Dear *******,
  
  This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your recent BBB complaint filed against McAfee.
  
  We have reviewed your complaint and have determined that the messages you are receiving were not sent by McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee, to perpetrate any number of fraudulent activities. Please note that McAfee users will receive notifications on their desktop from the software, as long as the McAfee software is installed on their device. If you are not a McAfee user, it's highly probable that you are receiving browser notifications from a third party, crafted to mimic our software and strike concern or worry in the recipient. For instructions on how to disable these kinds of notifications, based on your specific browser, please see our knowledge base article, "Your browser is displays fake McAfee notifications", using this link: *********************************************************************************.

  If you have any further questions or concerns, please feel free to contact me directly.

  Sincerely,

  ***** *******

  Executive Customer Assistance Team

  **********************

• Initial Complaint

  Date:09/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee ads appear on the lower right side of computer screen, stating my computer has a virus and for me to run scan and buy McAfee product.

  Business Response

  Date: 09/16/2024

  Dear *****, 

  My name is ****** ******.  I am on the Executive Customer Assistance Team at **********************. 

  McAfee can only send product alerts to a device if the subscription is installed on the device. Based on the description you have provided to the BBB as well as the additional information that was provided to the McAfee chat support team, it sounds like you may be seeing fake McAfee notifications through your browser. 

  I have sent you an email with more information related to browser push notifications as well as how to disallow them from your browser. 

  If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

  Sincerely,
  ****** ******

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been unable to use the Credit Monitoring feature of the software that I purchased for over a week. I have called in many times and I have been advised that I would receive call backs on 5 occasions of which I have received zero call backs. I have been left on hold several times while they are supposedly escalating only to be hung up on or left there for 30 minutes at which point I hung up.

  Business Response

  Date: 10/02/2024

  Dear Dennis,

  This is Chris Hallums, with McAfee's Executive Customer Assistance Team.

  Thank you for speaking with me regarding your complaint. I look forward to working with you to resolve your product issue with assistance from our technical support team. 

  If you have any questions or concerns, please feel free to reach out to me directly at 727-472-8761, Monday-Friday from 7 AM -4 PM CST.

  Sincerely,

  Chris Hallums

  Executive Customer Assistance Team

  McAfee

  Customer Answer

  Date: 10/02/2024

   
  
  Complaint: 22283236
  
  
  
  I am rejecting this response because:

  The response from McAfee is that they look forward to working with me on the problem and not that it has been resolved. I will be satisfied when the problem is actually resolved.
  
  
  
  Sincerely,
  
  
  
  Dennis Glikman

  Business Response

  Date: 10/09/2024

  Dear Dennis,

  After the last troubleshooting session, our team is working to determine if the VPN must be disabled to access the credit monitoring portion of your subscription. We are inquiring with additional teams internally to confirm if this is a necessary action to access and view the details of the credit monitoring service. Once we have received an update from the concerned teams, we will be sure to contact you and update you on their response.

  We sincerely apologize for any inconvenience or delay.

  Regards,

  Chris Hallums

  Executive Customer Assistance Team

  McAfee

  Customer Answer

  Date: 10/14/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22283236, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Dennis Glikman

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mcafee pushes unwanted spam ads through windows, without alerting windows of the notification and where it comes from, to sub products that I have not bought yet, even though I already am subscribed. They have a broken program that brakes the law. Their technicians lied about it during trying to fix it

  Business Response

  Date: 09/17/2024

  Dear ******************,

  My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

  Thank you for contacting McAfee.

  Sincerely,
  *************************

  Customer Answer

  Date: 09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the advertisments from the program stopped as soon as their engineers took at it. Thanks for the help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of September 2nd 2024 I have had partial screen obscuring notices on my computer by McAfee for 4 days stating that my computer is under contact. sometimes it says there are 7 viruses and sometimes it says 3. No matter how many times I click them off, they are right back there. I have ********* protection on my system and they haven't sent me anything. Oh yes, My McAfee contract just expired and they want $99 to remove the viruses.

  Business Response

  Date: 09/05/2024

  Dear ******************,

  My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

  I am not able to provide any account details publicly, but I have contacted you directly by email. If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

  Sincerely,
  *************************