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:04/15/2024

  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.

  In May of 2021, my PayPal account/credit card was charged for a McAfee subscription for which I was never notified. It has since been charging me annually (with the price increasing each year) - and I was again never notified until now (4/15/2024).However, I have never made an account with **********************. I have never used or purchased anything from McAfee. I have never given any information and have never consented to being charged for a product I do not and have not used.

  Business Response

  Date: 04/24/2024

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

  Customer Answer

  Date: 04/24/2024

   
  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:04/12/2024

  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 originally spoke to McAfee in regards to a personal hack in Dec. I called McAfee in March. I was told that the program would be installed that night. Something seemed off so I called the next day. I was told that the agent whom I had spoken with had not loaded the product properly & that it had to be removed & reloaded to correct the problems. So the second agent loaded a new copy on my computer. It started to load, but it was taking some time. The next day my computer was still running & the program had not fully loaded. I called to get help but no one could answer my questions. I spoke to the billing ***** & was told I had to send a receipt of the buy. I was never given any receipt to send. I've sent a few notes to question the buy and to resolve the matter. At this time I have not heard back, but an email sent to me stated that my call to refund my purchases was closed, this was earlier this week. case #1-181385411. I thought this was a reputable company. One that I could trust to private information with. Billing #**************. phone # ************. The program cost for two years $379.00. I don't know what to do next. But this is a lot of money for a senior who lives only on Social Security. Thank you.

  Business Response

  Date: 04/26/2024

  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. 
  If you have any additional concerns regarding this complaint, please feel free to contact me directly using the details in my previous email.
  Thank you for contacting McAfee.
  Sincerely,
  *************************

• Initial Complaint

  Date:04/11/2024

  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.

  This company autorenewed a subcription for computer security that I requested ending more than a year ago. They have renewed me twice now without my authorization, most recently on March 31, 2024 for $158.99 and last year in March for *****. I requested cancellation from McAfee immediately after I realized I signed up with the wrong company when I was getting slammed with ads on my new laptop last year. I don't want and never wanted anything to do with this company. They have no authorization from me to continue charging me for software I don't even have on my computer, and they know it!

  Business Response

  Date: 04/22/2024

  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 has been processed. We received a bank confirmation that the refund for the recent auto-renewal of $158.99 was received on April 15th. The Acquirer Reference Number (ARN) for this transaction is ***********************. This type of reference number is shared between the merchant and financial institution.
  
  If you have any additional issues or concerns regarding your McAfee account in the future,please feel free to reply to our email correspondence, or call me directly.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:04/09/2024

  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 the software from best buy. When I looked it up it is a known issue. It is defective keeps saying inter connection is unavailable looks like there is a problem with ****** server on internet. so I called them and basically they told me it was my internet connection witch it is not. I was able to download another antivirus service and set up a smart speaker. Called back and got some man he claimed to be the owner of the company with was a lie. He also asked me if he can take my computer and I said ok. He then stated I had several virus and I need to pay 150 to get the virus software on my computer and remove he virus. I told me heck no and hung up on him. I scanned my computer with another anti virus software witch the computer had none. This company is a scam

  Business Response

  Date: 04/24/2024

  Dear ****,
  
  This is ***************************.  I am on the Executive Customer Assistance Team at ************************ want to thank you for working with us regarding your concerns.
  
  As mentioned in our email correspondence, we have processed a check refund for your McAfee subscription purchased from Best Buy. You can expect to receive that refund within 23 weeks.
  
  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: 04/24/2024

   
  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:04/07/2024

  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.

  We have not been a customer of ********************** for approximately 2 years. Mcafee billed our credit card ****** a couple of months ago without our authorization. We disputed it with our **** account. We could not provide dates of services so **** reinstated the charge on March 13th. Since then we have have had numerous contacts with McAfee by phone and email. One rep claimed the charge was authorized by a 3rd party but could not give us an explanation. Another rep said we did not cancel our account and they have been our provider since early 90's. All false. We have received 3 emails asking us to correct our phone # so they can contact us. Just a big run around with no results. We constantly have pop-*** on our computer from them saying our computer is not protected and to hit renew button. Bottom line, we did not authorize McAfee to bill our credit card.

  Business Response

  Date: 04/09/2024

  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.
  
  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 is now in processing, and you should see those funds available to you within 5 business days.
  
  If you have any additional issues or concerns regarding your McAfee account in the future,please feel free to reply to my email correspondence, or call me directly.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:04/05/2024

  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 responded to an email invite for a 2yr antivirus protection service from MCAFEE for $84.iin 2021 The transaction was completed over the phone and my card info was collected and no explanation that there will be an automatic renewal after the expiration of the 2yr protection NO DOC was signed. Barely 4 months into the service I was getting multiple threats from sources with MCAFEE LOGO. that my subscription will be cancelled.I COMPLAINED TO THEM TWICE AND THEY REPLIED THAT IT WAS NOT COMNG FROM THEM. I decided to continue since I have already paid.IN DEC 2023 after expiration of the service they automatically charged my card w/o my authorization nor a reminder emai that service will be automatically renewed.I called on three different occasions that I did not wish to renew because I have choices and on two occasions the reps with foreign ascent said that I will be reimbursed after taking my mastercard info and that the renewal has been cancelled Weeks passed AND NOTHING was reimbursed.The third rep i called was a female also with foreign ascent and she promptly hung up the phone.I decided to get my bank involved, ****** and they were not helpful hence I decided to contact bbb.I NEED THE REIMBURSEMENT FOR A SERVICE i DID NOT AUTHORIZE.Thanks for the opp6rtunity to present my case

  Business Response

  Date: 04/16/2024

  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 I was not able to reach 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 auto-renewal is now in processing. You should see those funds available to you within 5 business days. At this time, the auto-renewal feature has been turned off for this subscription, and the billing information has been removed from the account as well.
  
  If you have any additional issues or concerns regarding your McAfee account in the future,please feel free to reply to my email correspondence, or call me directly.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 04/18/2024

   
  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:04/03/2024

  Type:Customer Service 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.

  A few months ago, the McAfee anti-virus, anti-malware software began pushing advertisements to my Windows 11 desktop. That is to say, it began acting exactly like malware. These are not browser popups - they are advertisements for McAfee. There are dozens of posts reporting this same behavior in the McAfee forums.I tried two different customer support chats. Each time, they tried to get me to download more software to "temporarily take over my machine," which I - not being an idiot - refused. I asked for instructions for removing the popups. The support agents refused to provide it, and insisted that it was coming from my browser, even though I had killed all browser processes. My complaint is that McAfee advertises its product as being "anti-malware" and then acts EXACTLY like malware. Furthermore, they do not provide any option to disable this, and they have made it as difficult as possible to address the issue.

  Business Response

  Date: 04/18/2024

  Dear *******,

  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your 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 (**). I look forward to assisting you.
  Thank you for contacting McAfee.

  Sincerely,

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

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21527185
  
  I am rejecting this response because:
  * They claim that the advertisements are coming from the browser, when I clearly explained that the browser processes are closed.
  * They claim that they have no way to disable the spam-like alerts that are coming from their application - EVEN THOUGH I've clearly disabled notifications from their app in my windows settings.

  There is simply no excuse for allowing what is supposed to be an anti-malware application to spam me with notifications that literally sit on top of other windows.

  I simply will not tolerate this type of customer abuse.
  
  *******************************

  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.
  We appreciate you reaching out with this feedback. There is currently no way to disable all alerts from the installed McAfee program. We have provided your feedback internally for consideration.
  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: 05/02/2024

   
  Complaint: 21527185
  
  I am rejecting this response because:

  * The application clearly includes a checkbox for enabling/disabling alerts - but it has been disabled.The only reason you can't disable the spam-like alerts is because the company decided not to let you. This not only violates the intended Windows 11 behavior (i.e., disabling alerts through the ** is ignored by their app). Being told "we just won't stop spamming you" is obviously not a satisfactory solution.

  I suppose I would accept a refund instead, if their goal is to merely sweep this under the rug.

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

  Business Response

  Date: 05/08/2024

  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:04/02/2024

  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 provides a service that becomes an icon on your phone. Within that icon there is a switch that if left ON they charge your card with out your knowledge. We knowingly purchased their service in 2021. But all charges after that 2022, 2023 and 2024 were with out consent or contact with us. Today they would only refund 2024 charge, but they would not refund the Previous years. . After 2021 no one in our home knew that we had the service and did not use it. This is a terrible business practice.

  Business Response

  Date: 04/15/2024

  Dear ********************, 
  My name is ************************* from McAfees Executive Customer Assistance Team. 
  I have been unable to reach you at the contact details provided. Please keep in mind that your case can always be reopened if needed by replying to my emails or contacting me at the phone number I have provided. I am very sorry that we could not get in touch to resolve your issue. 
  Sincerely,
  *************************

• Initial Complaint

  Date:03/27/2024

  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.

  1,Requesting LiveSafe subscription be cancelled and that I receive a full refund of $158.99. 2. On 02/07/24, contacted McAfees Customer Support to request a refund for Live Safe. Upon being charged automatically, realized that I was paying for (2) McAfee Virus packages and only needed (1): oMcAfees Total Protection (RA3406321531) 1 Year @$127.99 - expires 01/07/25. oMcAfees Live Safe (RA3445077803) 1 Year @158.99 - expires 03/06/25.3. Explained the duplicate situation to the **************** ************* went into ignoring the refund request and rattled off several options a contract extension or other McAfee products. I indicated that I only wanted a refund. With the conversation going nowhere, I requested that she speak with a supervisor. She came back a few minutes and repeated the extension/product scenarios over and over. At this point, I was totally frustrated and ended the call. 4. Since receiving no satisfaction with McAfee, I submitted a dispute to ***************** In response, McAfee provided a 9-page rebuttal and claimed that the dispute was invalid. oNowhere in the response was there any mention of my duplicate subscription situation, which was the primary reason for the LiveSafe cancellation/refund in the first place. Obviously, no one analyzed my account prior to responding. oMcAfee claimed that **************** Log shows no record of cardholder attempt to resolve issue and/or cancel by first contacting customer service prior to initiating dispute. This statement was false as documented above - McAfee should revisit their analysis and service logs. oClaimed that Per terms, to stop receiving their subscription services and avoid being billed in full, customer must cancel their subscription prior to the renewal date. Since the renewal date was 03/07/24 and I called on 02/07/24, the refund should have been granted without question especially since I have two virus subscriptions.

  Business Response

  Date: 04/09/2024

  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 (US).

  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:03/27/2024

  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.

  Dec 29 2023 My paypal account was charged ****** for my next subscription which starts August 2024. Today I asked for a refund as my laptop was overheating and all of my virus protection was removed by a computer repair shop on March 8, 2024. McAfee is no longer compatible with my HP Envy x360 and I will be just using their virus Defender program from now on. They said I missed the 60 day window to ask for a refund. I still have 5 months left on the current subscription. I want my money back towards the August renewal. How is this even legal?

  Business Response

  Date: 04/03/2024

  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 (US).

  Thank you for contacting McAfee.

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

  Customer Answer

  Date: 04/03/2024

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