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Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 614 total complaints in the last 3 years.
  • 117 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/30/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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:
    Answered
    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:
    Answered
    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:
    Answered
    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:
    Resolved
    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:
    Resolved
    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:09/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 LLC charged my bank account without authorization. They tried to charge my ex wife (divorced since 2016) and she did not want the product and cancelled. They tne sent me her credit card information, and I called her (**** ********) We made a conference call to Mcafee when they said they were going to charge me (my ****** Account). We notified them during the 3 way call I am not a customer and do not charge my account. On the phone with Mcafee the said no problem, they will not charge me. The next day they took $69.99 from my account. I called them and the said they did not, however, I have the **************** document with transaction going to ****** and then to Mcafee. They said on the phone they would return the money. They have not. It is not September 6, ****** confirms the money has cleared to Mcafee and Mcafee refuses to return it. I want my money returned.

    Business Response

    Date: 09/11/2024

    Dear Mr. *********
    My name is ****** *******. I am on the Executive Customer Assistance Team at **********************. I have received your complaint with the Better Business Bureau, and I would like to get in touch with you regarding your concerns.

    Apologies for any confusion regarding the automatic renewal. Please note moving forward that if you add a new subscription to your account, it will enroll you in the renewal service for that subscription, since a new contract or agreement has been added to the account. Automatic renewal is the default setting per our License Agreement (found here if needed: *******************************************************************************)but you can adjust your renewal preference at any time by logging into your online account and following the steps here: How to change or cancel Auto-Renewal,or by contacting support at **************************************************.

    That being said, I see that the ****** transaction was pending on our end, and support was unable to refund when you first called us. Unfortunately, ****** transactions and refunds can have a 7-10 day delay in posting. I do apologize for the inconvenience. I do see that the ****** transaction in the amount of $69.99 did post successfully in our system on September 7th. The refund for the recent auto-renewal is now in processing. You should receive an automated email confirmation, and you should see those funds available to you within 7-10 business days.

    If you have any additional questions or concerns, please feel free to reply to my email correspondence, or call me directly.

    Thank you for contacting McAfee.

    Sincerely,
    ****** *******
    Executive Customer Assistance Team, **********************

  • Initial Complaint

    Date:09/03/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    My credit card account was charged multiple times this year and since 2021. I do not have an account with this company and have not had an account with this company. I have already contacted them and spoke with a ******* who informed me was charged when I do not have an account yet nothing was done. I want a refund for all money taken from my account from this year and into 2021. My account has been fraudulently charged and I will be contacting my bank as well.

    Business Response

    Date: 09/13/2024

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

    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, we have confirmed that a refund was processed for the most recent automatic renewal when you recently contact support. At this time, the auto-renewal feature has been turned off for the subscription associated with ************************** and the billing information has been removed from the account as well.

    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:09/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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,
    *************************

  • Initial Complaint

    Date:08/28/2024

    Type:Product Issues
    Status:
    Resolved
    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 got an email from McAfee company stating my invoice and my membership is good for 3yrs and I will be billed for $480.00. I never signed up for this so I called the number on the email ********** and I spoke with a gentlemen and I gave him the info to pull it up and I told him I never signed up and asked what was the last four digits of the card that was made to purchase and he hangs up on me. I called again got another guy and I told him how the last person hung up and if he does the same I am filing complaint and that's when he got nasty with me and we got in a verbal confrontation and he was calling me derogatory names like ******* and nigg** and I finally hung up. I want to ensure none of my cards were charged and no membership under my name!

    Business Response

    Date: 09/05/2024

    Dear *****,

    This is ************************* again, with McAfees Executive Customer Assistance Team. Thank you for speaking with me today regarding your BB complaint.

    McAfee has reviewed your complaint and has determined that the message you received was 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. Thank you for bringing this to our attention. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *******************************. 

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

    Sincerely,

    *************************
    Executive Customer Assistance Team
    **********************

    Customer Answer

    Date: 09/09/2024

     
    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,

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

McAfee, LLC is NOT a BBB Accredited Business.

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