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:04/30/2024

  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 am trying to turn off the auto renewal for their product. To do this you have to sign in to your account. When I sign in they request a 6 digit code sent to your phone. They have my correct phone number but dont send the code. The message says I have 5 minutes to complete this task. They dont send the code in the 5 minutes. This prevents me from turning off the auto renewal to prevent them from charging me for another year! There is no phone number on their website to contact them. This is a corrupt business practice!

  Business Response

  Date: 05/03/2024

  Dear Mr. ****, 

  My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly using the contact information in my email. 

  Thank you for contacting McAfee.

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

  Customer Answer

  Date: 05/04/2024

   
  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:04/28/2024

  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.

  Mcafee has been auto-charging me for virus protection on my husbands computer. He passed away 7 years ago. They agreed to refund $119 this year, but will not refund for past years. They also were auto-charging me for the same device for 5 of those 7 years. They also agreed to refund only one year for me. (149.00)I had updated my credit cards when my husband passed and somehow they got my new card number and continued charging for my deceased husband on my card. I would like a refund of all the monies they charged to my card for the pass 7 years that my husband has been dead. No services provided!!!

  Business Response

  Date: 05/16/2024

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

  My name is *************************.  I am on the Executive Customer Assistance Team at **********************. I'm sorry that I was not able to reach you 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:04/26/2024

  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 contacted McAfee customer support on April 26, 2024, requesting a full refund for an automatic renewal that was recently charged. Per their support page, a full refund can be requested for automatic renewals within 60 days. My automatic renewal notice arrived on April 4, 2024, so I'm well within that time frame.When I asked for a refund, the customer support person kept offering me discounts instead. I declined and said I wanted a full refund. They still did not offer me a full refund and said they could refund 50% of the price.Despite my request for a full refund, it was never provided to me. I am not using McAfee on my device anymore so I'm upset I'm still being charged 50% of the amount and would still like the full amount refunded to me.

  Business Response

  Date: 05/10/2024

  Dear *****************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I have received your case with the Better Business Bureau, and I would like to get in touch with you regarding your concerns. I have tried to contact you, but I was not able to reach you.
  
  Looking into the account associated with ************************* I do see that a partial refund was processed on April 26th. I have now processed a refund for the remaining amount. You should see those funds back in your account within 5 business days.
  
  If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to my email correspondence, or call me directly.
  Thank you for contacting McAfee.
  
  Best Regards,
  ***************************
  Executive Customer Assistance Team

  Customer Answer

  Date: 05/10/2024

   
  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:04/26/2024

  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.

  Being charged $199 for a product i no longer want. It was $22 for the first *********** told me just now that it would cost $300 cancelation fee if i don't keep the product.

  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

• Initial Complaint

  Date:04/25/2024

  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 cancelled this subscription a year ago and was told that it was cancelled. They have my credit card information and CONTINUE to charge renewal fees even though the expiration date is in 2020 and has not been updated since then. This company is a fraud. I have not used the service or accessed their website in YEARS!!! but they continue to charge. Please do what you can to stop them in this abusive and fraudulent practice.

  Business Response

  Date: 05/09/2024

  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, I do see that you were able to connect with our support team, and a refund was processed. We received a bank confirmation that the refund of $160.49 was received on April 25, 2024. The Acquirer Reference Number (ARN) for this transaction is ***********************. This type of reference number is shared between the merchant and financial institution.
  
  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:04/25/2024

  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.

  In regards to service ticket 1-182280541 I am writing to express my deep dissatisfaction and utter frustration regarding the unresolved refund request I've been attempting to resolve since November 2023. Despite numerous attempts on my part to rectify this situation, it is disheartening to note the lack of progress and the apparent indifference towards resolving this matter in a timely manner.Since initiating the refund process, I have made several calls to both McAfee and PayPal, through which the payment was processed. Despite my efforts and patience, the issue persists. McAfee claims to encounter an error when transmitting the refund, yet there seems to be a reluctance or refusal to directly engage with PayPal to expedite a resolution.This unacceptable delay of five months without any concrete progress or viable solution is beyond comprehension. The constant stream of apologies offered without any tangible results or sense of urgency further exacerbates my frustration. As a loyal customer who expected prompt and efficient service, I am deeply disappointed by this lack of commitment to customer satisfaction.I demand immediate action to resolve this matter and process the refund without further delay. It is imperative that McAfee takes full responsibility for its shortcomings and proactively engages with PayPal to rectify this issue promptly. Anything short of a swift resolution will only further tarnish McAfee's reputation and drive customers away.I expect a prompt response outlining the steps being taken to address this issue and a timeline for the refund to be processed. Failure to do so will leave me with no choice but to escalate this matter through alternative channels to seek the resolution I am entitled to.Sincerely,

  Business Response

  Date: 05/03/2024

  Dear ************ White,

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

  Customer Answer

  Date: 05/12/2024

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

• Initial Complaint

  Date:04/24/2024

  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.

  The last 3 to 4 years McAfee has been sending me email stating that I owe them money for this for that for this I've never had an activity and whenever I tried to call the number on the invoice they either hang up on me or the number is not in service

  Business Response

  Date: 04/29/2024

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

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

  Just to confirm, the invoice you provided to the Better Business Bureau 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, and the phone number included is not a McAfee phone number. 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.
  
  If you have any additional questions or concerns, I can be reached at the contact details notated in my email. 

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

• Initial Complaint

  Date:04/22/2024

  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.

  My previous McAfee subscription ended on 9/3/23. McAfee-auto renewed on 8/4/23 for $129.89. When I received the renewal notice, I immediately sent an email requesting a refund, because I did not want auto-renewal on my account. Per the information on their website, customers have up to 60 days to request a refund after an auto-renewal. I was able to renew for 2 years for less than the amount they charged me for one year. They never responded to email. I attempted to contact them by phone (#***), but was never able to reach them. I was calling from ******. I contacted them through their support community and requested a refund. I was told they would contact me, which they never did. I later contacted my credit union to see if they could recover my money. My credit union eventually told me, after two months of trying to recover my money, they were unable to get the money back. They said the time allotted for chargebacks had been exceeded.

  Business Response

  Date: 05/03/2024

  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:04/20/2024

  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 have been charge for the McAfee PC optimizer $64.99 and McAfee Total Protection for $69.99. When I called to cancel these items they said they have already charged me for the renew 30 days before the subscription was to cancel. Last year I had told them not to put me on auto renewal as they charged me 3 times per year for a yearly fee. They had to send me a check for $1,000 because they did this for years. I do not know why I was put back on auto renewal. I no longer have confidence in McAfee and no longer want their service. I want my money back. When I called their customer service. The person in ***** was very difficult to understand. When I asked to talk to a manager he said that he manager had gone home and it would be 24 to 48 hours before I would hear back from him. I was told the case number was 1-183498811. I want to cancel both subscriptions and a 100% refund both subscriptions I have with McAfee

  Business Response

  Date: 04/29/2024

  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:04/17/2024

  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 go onto my computer every year in December or January and renew my one-year subscription to McAfee for my antivirus software. Suddenly, this year they automatically renewed me (not authorized) for a one-year subscription and charged my credit card about $144.00. I received an email from my credit card company saying they suspected the charge was fraudulent and would not allow it. As a result, I went onto my computer and renewed my one-year subscription with my debit card at about $74.00. I later found out that my credit card company had allowed the charge of $144. McAfee was not only paid twice, but they were paid $218 or so for a $74 subscription. They are very difficult to reach by phone. Their phone did not work 80% of the time when I tried calling them. I also chatted with someone in January, and they acknowledged that the phone was not working, but said I would have to call them to request a refund. I also requested a refund online. When I was finally able to reach somebody at McAfee, I was told they can only issue refunds if requested within 60 days. I did request a refund within 60 days every way possible (via chat and online). McAfee's defective phone system was the reason I couldn't request a refund over the phone. I want a refund of the amount charged to my credit card immediately and auto-pay better be cancelled, as well, since I never authorized that and have cancelled it on my computer.

  Business Response

  Date: 04/29/2024

  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. I have tried to contact you, but have not heard back.
  
  Please see my email correspondence for more information. If you have any further questions or concerns, I can be reached using the contact details noted in that email.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team