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:05/14/2024

  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.

  We received notice that our computer was infected with viruses originating from ****** and destroy our info in 20 minutes.. could not delete the notices and could not Use the computer. Computer is fairly new and just used for info and playing games.like hang man and solitaire..decided to protect ourselvespaid $113.93we still , every day, have pop *** telling us we have viruses, and more viruses and will take down our information in 10 minutes. We are just an elderly retired couple using computer for basic entertainment..as of this morning..may 14, 2024.please help us

  Business Response

  Date: 05/30/2024

  Dear ******,
  
  This is ************************* again, with McAfee's Executive Customer Assistance Team.
  
  I sincerely apologize that you were unable to hear my clearly during my attempt to speak with you regarding your BBB complaint filed against McAfee on May 22nd. As you requested, I processed a refund for your purchase of McAfee+ Advanced - Family back to your payment instrument.
  
  Please note, after review of your account, we could see that you did enroll in our identity protection services, but did not install the McAfee software on your device. ********************** will only present notifications, if the software is installed on the device. You may have been receiving web push notifications, from an unaffiliated third party, designed to appear as an official notification from McAfee. In my message sent to you on May 24, I included a link with further instructions on how to disable these types of notifications on your computer.

  If you have any additional questions or concerns regarding McAfee in the future, please feel free to contact me directly.

  Best Regards,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 06/01/2024

   
  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:05/11/2024

  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.

  In good faith I have paid for a subscription/license to ********************** services with the reasonable expectation to receive technical assistance. The calls placed to McAfee customer service more often than not turn into a time cancerous nightmare. My most recent call to McAfee on 5-10-2024 *************) for technical assistance was a 45 minute call with a supervisor named ****** (employee id: ***********. ****** was supposed to deactivate my subscription on a new laptop that I am returning to the manufacturer and send me an email confirming the case number for the call but neither happened. Although while speaking with Blesso he deactivated the subscription on the laptop I am returning, the McAfee subscription was reactivated after we hung up. I also never received an email with case number information as ****** promised. I cannot help to feel that I was lied and deceived by ******. Trying to discuss complicated technical issues with McAfee representatives who do not speak English as their primary language is an absolute time cancerous nightmare! Because of Blessos failure to effectively assist me I am now stuck in a compromising position of losing a subscription/license that I paid for and will need once I obtain a new replacement laptop in the next couple weeks. Because of the difficulty with speaking with McAfees representatives based in ***** and the complexity of my situation, I am specifically and respectfully asking to speak with an US based executive customer assistance team member to help me navigate through my issue.

  Business Response

  Date: 05/29/2024

  Dear ***,

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

  Thank you for speaking with me regarding your complaint. I look forward to continuing working with you in the near future regarding the matter.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:05/10/2024

  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's icon comes up on my desktop while I am working and occupies the whole screen. It prevents me from doing my work. Keeps asking me to subscribe to its services. I don't want any of their services. I would like its icon to be removed from my computer.

  Business Response

  Date: 05/16/2024

  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

  Customer Answer

  Date: 05/16/2024

   
  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:05/09/2024

  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 have continually tried to cancel my subscription for the past year, and they continue to charge my account. I have repeatedly tried to inform representatives and I continue to be charged. I have notified my bank on two occasions on these charges and have been reissued a new debit card which is very inconvenient

  Business Response

  Date: 05/24/2024

  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 reply 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:05/06/2024

  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.

  We got a new computer, came with McAfee for $50 dollars. Thought that was a pretty good deal, we accepted it. Now we have been charged every year and the price has been increasing. This year it came around and I made my husband cancel. The new Year contract doesn't start until June of 2024, tried to get a refund. They refused saying we agreed to the contract, and that it was our fault for not reading it all. I asked for a copy of the contract and they said they can't give it to us because they don't have it. We would have to repurchase a new service to see the contract. They refused to help us and insisted the only way to get out of the contract would be to purchase two years for 180 dollars.

  Business Response

  Date: 05/22/2024

  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 reply 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:05/06/2024

  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 have spent time on the phone with multiple representatives from their "help line" and each person gives a generic name of **** or a *****. Where I am given the run around that they service purchased is necessary and they will not office a refund on this "security" service that is not needed on an Apple iPad Air. After multiple attempts the calls lead no where and were just frustrating and confusing at times for someone of my age. At the very least I would like some investigation into their predictor business tactics when dealing with an elderly population.

  Business Response

  Date: 05/16/2024

  Dear ***************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your case with the Better Business Bureau, and would like to get in touch with you regarding your concerns.
  
  I am unable to locate any support contact records associated with your contact information.Based on your description, we suspect you may have inadvertently contacted a third party support.
  
  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 automatic renewal is now in processing, and you should see the funds available to you within 5 business days.
  
  At this time, the auto-renewal feature has been turned off, and the billing information is removed from the account as well. If you have any additional questions or concerns, regarding your McAfee account in the future, 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:05/05/2024

  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.

  Purchased premium package special computer protection $52.49. Few weeks later I got a virus. **************** tried to scam me saying it would cost me an additional $299 to fix. Reported problem to their billing, requested reimbursement. He arranged help with another representative to fix my computer at no additional cost. 5/5/24 I got another virus. I contacted customer service. Due to language barrier I requested another person with better English. Agent hung up on me. I call customer service again but was told by representative it would cost $400. I attempted to speak with the billing department and was told a representative would return my call. However, none was received. McAfee has failed to protect and fix computer. McAfee representatives attempted to scam me for more money. McAfee has misrepresented their protection plan. I would like reimbursed my money so I can go to Best Buy and get a plan where I can trust I wont be taken advantage if

  Business Response

  Date: 05/22/2024

  Dear Mr. ***** *************,
  
  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:05/03/2024

  Type:Product 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 was charged thru my Paypal account $160.86 for a service I did not order nor have I had their service for years. I want my money back! I could not understand their rep. when I phoned them. I got nowhere! I repeat, I WANT MY MONEY BACK!!!! I will appreciate your help. Thankyou.

  Business Response

  Date: 05/14/2024

  Dear ************************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I have tried to contact you, but I have not heard back from you. 
  
  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 automatic renewal is now in processing, and you should see the funds available to you within 5 business days.
  
  At this time, the auto-renewal feature has been turned off, and the billing information is removed from the account as well. If you have any additional questions or concerns, regarding your McAfee account in the future, 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:05/01/2024

  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.

  On 4/30/2024, I noticed a $163.30 charge on my credit card. The charge was posted on 4/28/2024. I obtained the telephone number for McAfee from the internet *************). I called and informed the representative that I had an active subscription and did not authorize the payment. I requested a refund. The representative stated he could cancel the subscription and issue a refund. He stated the reason I was charged more than two times the cost of my current plan was due to me being an existing customer. He went on to explain that new customers receive a lower rate. After emailing a code to confirm my account, he stated he could remove the licensing key from my computer so that I could receive a lower rate. He stated he needed remote access to my computer. He directed me to the McAfee website and assisted me with downloading the file needed for remote access. After gaining access to my computer, he began showing me reports that documented the many attempts made to gain access to my computer by outside persons. He then proceeded to point out the deficiencies in my current McAfee subscription, even going as far as to say the software is outdated. He began to demonstrate why the Total Protection plan was needed. After he was done, he began to tell me the price for the 1yr, 3yr, and 5yr plans ($199, $399, and $599). I stated that I needed time to make a decision and I only wanted my refund. He became hostile and stated I needed to be transferred to a technician to finish the key removal process. I stated I wanted my computer left as is and wanted a refund. He said I could not get a refund because I was an existing customer on auto-renewal. I asked him where on the website is the policy posted. I reminded him that he said I could get a refund at the beginning of the call. I also stated that he was changing his statement because I declined his upsell to the Total Protection plan. He then proceeded to disconnect the call. I felt like I was hacked and scammed.

  Business Response

  Date: 05/14/2024

  Dear April,

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

  Thank you for speaking with me today regarding your complaint. As discussed, the initial contact you made for assistance with your McAfee account, was not with our official support team. 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. 

  We are glad to see that you were able to reach our support team for assistance regarding your account, and your issue was resolved on April 30th. If you have any additional questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 05/14/2024

   
  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.
  

  However, I would like McAfee to use this complaint as the basis for creating notices that makes McAfee customers aware that the ********************** logo is being used by scammers to redirect them to imposter websites and telephone numbers. The appropriate law enforcement agency should also be made aware of the details contained in this complaint.

  Thank you.

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

• Initial Complaint

  Date:04/30/2024

  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.

  McAfee charged $156.74 to my checking account on 4/22/24. I emailed them on 4/24 and on 4/26 asking them to terminate the contract but did not receive response so called them today, 4/30/24. I spoke to a gentleman who gave his name as *******************. He had an accent and seemed to be from another country. I explained that I want my contract terminated immediately and my money returned. He told me that is not how they do business. He said the only thing he can do is is refund the $156.74 but would then change the contact and bill me $180 for three years. I told him I do not want or need their protection for my computer. I said over and over again that I do not want their services and that I wanted my information deleted from their system. He said they are not able to delete me from their system and that next year at this time they will again pull the funds from my checking account. It was a heated conversation and ******************* hung up on me.

  Business Response

  Date: 05/09/2024

  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