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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.
  • 116 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2024

    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.
    McAfee debited our charge card for a renewal we did not want.

    Business Response

    Date: 07/30/2024

    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 issues or concerns regarding McAfee in the future, please feel free to reply to our email correspondence, or call me directly.

    Thank you for contacting McAfee.

    Best Regards,
    ***************************
    Executive Customer Assistance Team

  • Initial Complaint

    Date:07/11/2024

    Type:Product 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.
    Back on August 15, 2023 I was charged a ****** renewal fee for McAfee anti virus software for a **** XPS 13 device that I was no longer in possession of. I had previously attempted to cancel the services, however, the customer service agent I dealt with seemingly failed to follow said instructions. I have since called into McAfee 4 times regarding this matter. Supposedly because I did not apply for the reimbursement within their 90 day policy window, they refused to reimburse me. After I pressed further, they supposedly escalated my case to 'tier 2 support' and promised that I would receive a call back, however, no attempt to contact me was made. I called in again a week later and they once again promised to have 'tier 2 support' contact me, but failed to do so.

    Business Response

    Date: 07/17/2024

    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 issues or concerns regarding McAfee in the future, please feel free to reply to our email correspondence, or call me directly.

    Thank you for contacting McAfee.

    Best Regards,
    ***************************
    Executive Customer Assistance Team

  • Initial Complaint

    Date:07/07/2024

    Type:Product 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.
    I purchased a 5 year computer security plan from McAfee. Poor customer service and tracking and blocking sites and gaining my personal information.Their salesman recommended that I use their search engine and gain access to all my account information.When I called and requested a refund they deleted my account information for the Total Protection Plan that I purchased.

    Business Response

    Date: 07/23/2024

    Dear *****,

    My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint, and I 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

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

    Customer Answer

    Date: 07/24/2024

     
    Complaint: 21953243

    I am rejecting this response because: i called the number listed on your response and it is not a business phone number.

    I am seeking a refund.

    Sincerely,

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

    Business Response

    Date: 08/06/2024

    Dear *****,

    This is ************************* again, with McAfee's Executive Customer Assistance Team.

    I have attempted to reach you again using the phone number and email address provided in your complaint, and have not been able to reach you. As previously noted, you can reach me directly at ************ between the hours of 7 AM - 4 PM Central Standard Time, or by replying to either email message sent to you on July 23 or July 31.

    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:07/04/2024

    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.
    I am not receiving a service that I paid for.

    Business Response

    Date: 07/19/2024

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

  • Initial Complaint

    Date:07/02/2024

    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.
    see attached. bill from mcafee for $399.99. have not used mcafee for many years. says call ************ w/in 24 hrs, inv rezazmkq#*****, order ************, from ***************************, ***********************, what should i do? thx.

    Business Response

    Date: 07/15/2024

    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.

    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 mcafee.com domain, and our official support contact information can be found and verified at *******************************************.

    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

  • Initial Complaint

    Date:06/27/2024

    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.
    I paid McAfee for a 3year subscription and it is not up untill 12/24/2024 for two days now i get a notice that my subscription is no longer good and I have 100 breach's and that i need to pay them again B4 I can be protected. This is not right, I am getting " your computer is in danger" and " your PC is at risk " Making it impossible to use. I still have 6 months of use. this to me is SPAM, and HERASSMENT, and a bad company practice. I want them to STOP threating me.

    Business Response

    Date: 07/09/2024

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

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

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

  • Initial Complaint

    Date:06/26/2024

    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.
    I been getting charge on this account with my name and my information fraudulent done with all my consent I asked the customer percentage if you leave my account and to let me know what account is being used to pay for the services which he refused and said that it was updating their system and wanted me to download more apps so he could basically have more of his way with my phone and my information to steal my identity and my data use on my phone McAfee

    Business Response

    Date: 07/03/2024

    Dear *****,

    My name is ***************************.  I am on the Executive Customer Assistance Team at **********************. We have received your case, and I 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 mcafee.com domain, and our official support contact information can be found and verified at *******************************************.

    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. 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, *****************************************.

    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:06/21/2024

    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.
    i never ever oredered or authorized a payment to this company, yet they bill me periodocally, and they try to override existing security products and you have to contantly remove them from your programs. how are they able to annoy people like this

    Business Response

    Date: 06/26/2024

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

    My name is ***************************.  I am on the Executive Customer Assistance Team at **********************. We have received your case, and I 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 mcafee.com 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. 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, *****************************************.

    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:06/19/2024

    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 **** 4568 is being charged $7.99 monthly by vendor McAfee Safeconnect for the past year. I have not authorized this charge. For the past several months, I have made repeated attempts to contact McAfee at the phone number listed on the bank transaction, none of which has stopped the charge. I have been told I do not have any accounts open, yet I continue to be charged and receive email indicating that my **** will once again be charged for a renewal. I do not wish to have any accounts open with **********************, nor to receive renewal emails, or continued charges.

    Business Response

    Date: 07/03/2024

    Dear ******,

    My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I 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 my e-mail message. I look forward to assisting you.

    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:06/18/2024

    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.
    In November of 2023 I received an email notification that ******* antivirus coverage was about to expire. I believed that it was a way of renewing my subscription through Staples, as that is how I initiately had obtained ******* coverage. It was not a renewal notice ; it was a solicitation directly from *******. I renewed my coverage with Staples. Once I did that, I cancelled coverage directly through Mc Affee, and was assured that there would be no charge and that they were aware that I had renewed my ******* coverage through Staples. Since then, Mc Affee, for more than seven months has been sending notices that ******* antivirus coverage has expired and threatens to cut off coverage. At times they freeze my computer system so it does not operate and threaten that unless I choose to renew through them or accept no virus coverage, I will not be able to restart my computer. Staples is trying to fix this situation, but the ******* system continues to threaten to cut off the coverage although I paid for it through Staples, but ******* continues to freeze my computer.

    Business Response

    Date: 07/01/2024

    Dear ****,

    This is ************************* again, with McAfee's Executive Customer Assistance Team.

    Thank you for speaking with me regarding your BBB complaint filed against McAfee. As discussed, your subscription to McAfee LiveSafe is active until December 10, 2025, and is available for download and installation on your devices that meet our system requirements. You can access your subscription by logging into your McAfee account. Please see my email message sent to you with a link to our knowledge base article with detailed instructions on how to install McAfee.

    Please let me know if you have any additional questions or concerns.

    Sincerely,

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

    Executive Customer Assistance Team

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

McAfee, LLC is NOT a BBB Accredited Business.

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