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:08/26/2024

  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 purchased a two year Total Protection subscription for up to 10 devices on August 24, 2024 but I cannot register my account as my email address is not associated with my account so that I can get my husband's computer covered under the same subscription. I have talked with customer service and it was escalated to the support team but they cannot locate my email address with the recent purchase. I have paid through ****** so I have a dispute lodged with them and I will also lodge a dispute with my credit card company as well. All I want is to be able to register my account and add the protection to other computers I own.

  Business Response

  Date: 09/04/2024

  Dear *****************,
  
  This 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 questions 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: 09/04/2024

   
  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:08/26/2024

  Type:Billing 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.

  My auto renewal for a virus protection program was turned off months ago because I no longer would be using the program. McAfee continued to try to charge my debit card without my authorization for this entire month of August. I called my bank to ensure them that I no longer use that program and the auto renewal was turned off for that account earlier this year (2024). The bank continued to block their attempts at charging my card. Today August 24th I received an email receipt from McAfee saying that my card was successfully charged the $158 that they had been attempting to take out of my account all month. I immediately called my bank to try to dispute the charge and block them again asking how they were able to charge my card. The bank informed me that they possibly charged my card under another account name to be able to push the charge through and that theyve seen it done many times before by companies committing fraud. Or that they turned the auto renewal back on through their end. Either way, I did not authorize these charges. I will be disputing the charges once the payment post. Im very disappointed that a company that is meant to protect ppls privacy is actually going through extreme measures to violate ppls privacy and rights. Its absolutely disgusting of them. I have included proof of an email stating that they tried to charge my card even though auto renewal was off Sunday August 17th. I also have a banking alert where they tried to charge my card August 8, 2024. As stated above, they were also blocked by my banking institution so it was declined . I included another email from today August 24th that they charged my card without my authorization.I would like for the company to remove all my information from their system and no longer contact me. I wish not to even be contacted for promotion by this company. I would also like an immediate refund from this company!

  Business Response

  Date: 09/10/2024

  Dear Aminah,
  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. 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 ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.
  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/19/2024

  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.

  I purchased protection plan for my computer one year ago for $27 approximately. McAfee has charged me $160 a year later for a renewal. I have contacted them twice and been told a supervisor would call me due to me insisting on a refund. This charge overdraft my account and places my bank account into the negative $72. I would like cancelation and refund but the supervisor never contacted me as discussed.

  Business Response

  Date: 08/28/2024

  Dear **************,
  My 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, the refund for the recent auto-renewal of $160.49 is now in processing. You should see those funds available to you within 5 business days. Unfortunately, McAfee is not able to provide monetary compensation due to overdraft or banking fees, and we do encourage you to reach out to your bank directly. I sincerely apologize for any inconvenience this may have caused, however; I have attached an official McAfee letter to provide to your financial institution asking that they eliminate any fee(s).
  
  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, **********************

  Customer Answer

  Date: 08/28/2024

   
  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:08/15/2024

  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.

  Windows 11 -******* security scanner scheduler 32 Bit and Updater module 32 bit will not uninstall even using the Run as Admin and the Mcafee MCPR software.

  Business Response

  Date: 09/09/2024

  Dear *****,

  Thank you for speaking with me regarding your complaint.

  Our senior technical support team is awaiting your response for the permission to remotely assist with uninstalling the McAfee software from your device, as you request.

  Please feel free to contact me directly, so that we can schedule a time for our team to further assist.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/15/2024

  Type:Billing 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 had just received a notification for a pending payment to McAfee for a renewal subscritpion for one year. I thought this was strange because I remember I paid this earlier this year. When I went into McAfee subscritpion plans, I noticed they have been double billing me for the same service since the year of 2019, totalling in over payments in the amount of $752.87. Below, I have attached the the account detail from **********************, as well as all the bank activity for the transactions. The excel shows all the activity that has been on my credit card payments. I attached screenshots, but can also provide bank statements if need be. These services are for the same service, but billed seperately, once in February each year and then again inn August of the same year.

  Business Response

  Date: 08/30/2024

  Dear ******,
  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint, 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 ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.
  
  Sincerely,
   
  *************************
  Executive Customer Assistance Team
  **********************

• Initial Complaint

  Date:08/15/2024

  Type:Billing 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 received an email from them stating they were going to charge on my account $349.95, I don't know who they are , I don't have an account with them, & I tried calling them on ph#************, but its not a working ph#, so i don't know if i just got scammed for this money , & how & from where did they get this money,please let me know, Thank you

  Business Response

  Date: 08/20/2024

  Dear Ms. *************** name is ****** *******.  I am on the Executive Customer Assistance Team at **********************. We have received your case, and would like to get in touch with you regarding your concerns.
  
  Just to confirm, the invoice you provided did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The information included in the invoice are not official McAfee details. Emails originating from McAfee will come from a sender with a ************************** domain, and our official support contact information can be found and verified at *******************************************. Additionally, I am unable to locate a McAfee account associated with ********************************.
  
  Unfortunately,it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling.
  
  If you have any additional questions or concerns, please feel free to respond back to my email correspondence, or you may contact me directly using the contact details notated in my email.
  
  Sincerely,
  ****** *******
  Executive Customer Assistance Team

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22129920
  
  I am rejecting this response because:
  They did respond back to me but are denying the email I was sent, I know nothing about this Company McAfee, & I don't know how this person got a hold of my email, I'm just worried now about the money & where they are taking it from, which clearly states on the email, I did forward a copy to that PDF notice, if it's not them , than it's somebody who is posing as them ,& defrauding their Company name. I think this is serious & should be investigated, Thank you for your help 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/09/2024

  Dear Ms. ************ style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Just to confirm, the invoice you provided did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The information included in the invoice are not official McAfee details. Emails originating from McAfee will come from a sender with a ************************** domain, and our official support contact information can be found and verified at *******************************************. Additionally, I am unable to locate a McAfee account associated with ********************************.
  
  Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action.  We urge you to not click any links included in those emails and to report them as spam/phishing per your email providers reporting process. You can read more about phishing emails in the article found here, ************************************************* have reported the information provided to our team for handling.
  
  If you have any additional questions or concerns, please feel free to respond back to my email correspondence, or you may contact me directly using the contact details notated in my email.
  
  Sincerely,
  ****** *******
  Executive Customer Assistance Team

• Initial Complaint

  Date:08/14/2024

  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.

  My Father passed in 2020 The charge was made in 2021 I had to apply for Administrator and wasn't able to call them immediately about the charge after his death, MacAfee for two years has refused to reimburse his estate. Now have decided that it does qualify for reimbursement after calling a demanding in writing why they won't reimburse his estate to provide my estate lawyer. I have called almost every other day for 3 weeks now and they have been clearly trying to exhaust me from getting my documentation to the lawyer or exhaust me from working with them to get a check written to the estate.

  Business Response

  Date: 08/21/2024

  Dear ****,
  My name is ****** *******.  I am on the Executive Customer Assistance Team at **********************. I have received your case and would like to get in touch with you regarding your concerns.
  
  Please see my email correspondence for more information regarding the refund for your fathers account. If you have any further questions or concerns, I can be reached using the contact details noted in that email.
  
  Sincerely,
  ****** *******
  Executive Customer Assistance Team

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22140354
  
  I am rejecting this response because: I have expressed to multiple **** at McAfee that the instructions to submit my fathers bank statement to them on their website, proving the transaction went through, does not work. I have tried hundreds of times to follow the instructions and have asked them several times that they have to have another way to submit information that could easily be emailed. I even responded to the most recent *** that took on this case and she has not responded to me. It is clear that they are pretending to make this right. Every other company ask for the death certificate, the administrator documentation and simply cut a check to the estate to provided address. Honestly this is so disheartening, I can truly imagine how many senior citizens or people not as capable of seeing this corruption are taken advantage of this company everyday and don't know why this is so difficult for them to reimburse money that they took from my dead father. They need to cut a check to the estate or provide in writing why they will not reimburse his estate, simple as that. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/05/2024

  Hello ****,
  
  My apologies for the trouble you had with the refund request form. As Mr. ********* mentioned on the call today, you can send any forms directly to him, and you can proceed with submitting the refund request form,without uploading any documents.
  
  If you have any further trouble, please feel free to respond back to our email correspondence.
  
  Sincerely,
  ****** *******
  Executive Customer Assistance Team

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22140354
  
  I am rejecting this response because: I have sent the documents and not confident that the estate will be reimbursed if BBB case is closed 

  I appreciate the response and thank you for considering the alternate documentation submission.

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

  Business Response

  Date: 09/23/2024

  Hello ****,
  
  I wanted to follow up with you to confirm that your refund request for your fathers estate has been processed in the amount of $119.99.  Please allow about 23 weeks to receive it by mail. We can keep your case open on our end until we confirm that the refund check has been received. Please feel free to reply to Mr. ********** email, or call me directly at ***************, once the refund check has been received.

  Best Regards,

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

  Executive Customer Assistance Team

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22140354
  
  I am rejecting this response because:

  Only rejecting until an actual reimbursement check shows due to how drawn out this process has been and change of heart considering I was told twice they wouldnt reimburse his estate by management 

  Thank you for the update 

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

• Initial Complaint

  Date:08/13/2024

  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.

  Please see above explanation. This person contacted me with a bill on an email for extended services for supposedly McAfee. Fraud was committed and I want to report this scammer. This occurred on 8/9/24. I have provided all information provided in the email. This person contacted me from the following email address: *********************** ***** *********************

  Business Response

  Date: 08/21/2024

  Dear *********,
  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. 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 ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). If you do not wish to call, you can also reply to my e-mail message. I look forward to assisting you.
  
  Thank you for contacting McAfee.
  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/12/2024

  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.

  On July 29, 2004, I enrolled in McAfee's VPN basic VPN Security plan. Within a few days, ******* populated an unsolicited online message, stating that my 15 day VPN Security plan had expired, and that I must enroll in an upgraded version at a higher cost.Initially, I enrolled in the basic plan at $34.99 for one year coverage, and the basic plan that I enrolled in, did not cover my needs. McAfee's online marketing was not clear that I needed the upraded service plan in it's marketing information. I attempted to contact Mcafee via online chat, and through their **************************** but (after multiple attempts), I realized that their **************** was handled exclusively by IVR and computer generated (canned) online chat and voice IVR applications.All I wanted was to speak to some via online chat or by voice, in order to gain a better understanding about the service that I had enrolled in. However, this became impossible due to their effort to mechanize all aspects of their **************** handeling.The most frustating, if not fraudulant action, is that in all cases, their online customer service number ***************) is an IVR that offers fall/medical alert devices, and no **************** help or an option to speak to a Software **************** Representative.On **********************'s online marketing information, it states that my order can be canceled within 30 days, but I have found this impossible to accomplish using via the means that Mcafee has offered. Their customer Service number is **************, which simply offers the medical alert device, and no option to speak to anyone for help with McAfee services.Along with this BBB complaint, I have filed a dispute with ***** Fargo Back, for the $34.99 purchase price refund and cacellation of the yearly McAfee Security Software charge. I doubt that ***** ********** can cancel the service, so I need to speak with McAfee, or ask the BBB to help me in this matter.Thank You,***************************

  Business Response

  Date: 08/20/2024

  Dear **************,
  My name is ***************************.  I am on the Executive Customer Assistance Team at **********************. We have received your case, and would like to get in touch with you regarding your concerns.
  
  The number ************** is not a McAfee phone number. It appears the number dialed is one digit off.  The phone number for customers calling from the US is **************. Our official support contact information can be found and verified at *******************************************.  
  
  Looking into the account associated with *********************** I see that we received a notification for a chargeback on order
  CS3544733533,and our accounting team refunded the charge on August 13, 2024.
  
  If you have any additional questions or concerns, please feel free to reply to my email correspondence, or you can call me directly at the number notated in my email as well.
  
  Thank you for contacting McAfee.
  
  Best Regards,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:08/12/2024

  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 rec'd 3 emails saying that my account is expiring or going to expire. I paid the bill on 7/26. The subsequent reminders came on 7/27, (which I thought may have just been a delay in the system) 8/4, and 8/11.This is very frustrating, and I said as much on return emails on both of those ****** dates. Since there was a 3rd offense, I am contacting you for assistance. I have 2 photos documenting the above info. that this form is saying are too big.

  Business Response

  Date: 08/21/2024

  Dear ******,
  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. 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 ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). If you do not wish to call, you can also reply to my recent e-mail message. I look forward to assisting you.
  
  Thank you for contacting McAfee.
  
  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 08/21/2024

   
  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,
  
  *************************