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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.
  • 115 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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 purchased MacAfee subscription for 2 years from April 30 2023 to April 30 2025 for $109.99. Order #: CS3205750443 was paid 02.11.2023 $109.99. In beginning of February 2024 MacAfee protection stopped working. On 02.06.2024 I called for help, MacAfee App was deleted, but new App was not installed due to an error. The service request N 1-175319351 was opened to escalate to the higher level and I was told I will get a response within ***** hours. No response. I called MacAfee a few times and was told, it is a world issue and I need to wait. After waiting for 23 DAYS , on *****.2024 I called MacAfee to cancel *************** and get refund for 13 months, from March 1 2024 to April 30 2025 ($59). On ***** they still have not fix the problem. After talking for more than 1 hour to a few MacAfee representatives I got refund confirmation 1-178054471 and I was told I'll get the refund within 5-7 days. I didn't get it. So I called BBB.

    Business Response

    Date: 03/28/2024

    Dear ***** and *****************************, 

    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 (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,

    ***** & *****************************

  • Initial Complaint

    Date:03/21/2024

    Type:Product Issues
    Status:
    Resolved
    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 did not consent to have my credit card charged. They saved my credit card without my knowledge. I called for a refund and they refused to refund it to my account.

    Business Response

    Date: 03/27/2024

    Dear ******,

    This is ***************************, with McAfees Executive Customer Assistance Team. I 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.

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

    Customer Answer

    Date: 03/27/2024

     
    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:03/19/2024

    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.
    Mcafee did not send prior notice of higher renewal amount. ******* tried to take funds from credit card on December 27,2023. Was declined by my credit card company. I removed my auto pay authorization. They placed an additional four payment request and one went through. I called McAfee in January and requested a refund. I have not received the refund that they said I would receive. I contacted them five times and have spent hours of my time. Each time they say that they have a gliche in their system and I will receive my refund in two days. I never got it back. My last call I was told that it was escalated to a higher resolution team. Still nothing. I requested an overnight check if their computer has a gliche. Nothing. They keep sending me resolved ticket messages when it is not resolved. Now I have lost 5 hours of my time and interest charged on my credit card. Mcafee makes it difficult to cancel services by putting up road blocks to cancel service. They do not allow cancellation online. Must call and wait on the phone. Terrible business tactics.

    Business Response

    Date: 04/02/2024

    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 (US).

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:03/16/2024

    Type:Billing Issues
    Status:
    Resolved
    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 February 25, 2024, McAfee auto-renewed and charged me $149.99 for a subscription I did not authorize. I saw the charge on my credit card account and hoped to call today to cancel the account and obtain a refund, The only option to cancel the account was an online "chat" with a representative. The representative typed the following for me to contact billing: "So I have documented your case so do contact this number ************** and provide this case number 1-17977003. This number ************** and provide this case number ***********."I called the number for billing to cancel the account. I was told I cannot cancel the account and I will not get a refund. I immediately called my credit card provider to dispute the charge and cancel the credit card account. At this point, I do not know what the outcome will be, but I will continue to seek a satisfactory resolution to this matter.

    Business Response

    Date: 03/26/2024

    Dear Ms. ** Chance,

    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: 03/27/2024

     
    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.  Additionally, McAfee's representative reached out to me by phone and I will be refunded the disputed charges and be removed from auto pay.  The representative helped resolve the issue respectfully and professionally.  I am vey grateful.   

    Sincerely,

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

  • Initial Complaint

    Date:03/15/2024

    Type:Customer Service 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 has overbilled me through duplicate subscriptions since November 2021 to November 2023. The duplicate billing was for separate subscriptions for a single device protection plan and a multi-device protection plan. Clearly we don't need both. I do have an open customer support ticket and was told I would receive a ***** hour response. It has currently been over 2 weeks and I have called several times. I recognize that due to the complexity of the request, it may take longer than the 48 hour time frame. However, I would like a response and for this issue to be resolved. Thank you in advance for your assistance.

    Business Response

    Date: 04/02/2024

    Dear *****,

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

    Per our recent correspondence, thank you for confirming that this issue has now been resolved. If you have any further questions or concerns regarding McAfee, please feel free to contact me directly for assistance.

    Sincerely,

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

    Executive Customer Assistance Team

  • Initial Complaint

    Date:03/14/2024

    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.
    On March 7, 2024 between 8-9AM, I called to cancel my subscription for McAfee's antivirus software and get a refund. I was faced with several rude support personnel. One who was a representative and would not repeat his name or ID# and the other one who claimed to be a supervisor named ******* with ID#****. I am not sure if he gave me the right name or number. However, the supervisor was the worst. He asked why I was cancelling. I told him I was having problems with the *** and my internet. Did not have them prior to the install. Told **************** contacted support 2/17,2/21,2/23, and 3/4, but still had problems. His attitude turned very argumentative and angry. He even talked over me and would not listen. ******* even went as far as making some racist (you people) and unintelligent remarks( dumb,liar). Additionally, he told me I had to pay a fee of $130 -$180 to cancel.The support team did not have good customer service skills. It was the worst I have ever had. What happened to employees code of conduct? These employees did not follow the rules, but totally opposite. Both employees should be reprimanded.I mailed a certified letter with return receipt 3/8/24 to their corporate office, since I could not get the help I needed from support. United Postal said it would arrive 3/12/24, but they did not pick up until 3/13/24. Effective immediately, I would like my subscription cancelled and the auto renewal cancelled. Please refund my full payment of $87.67 since I am within the 30-day timeframe of my initial purchase on 2/16/24. Please send payment in the form of a check, because the credit card is closed. Delete all my personal information such as credit card#, email, name, and phone# permanently. Also, the credit card number is in my daughters name ********************************* because she paid it.

    Business Response

    Date: 03/26/2024

    Dear Ms. ********,

    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 info in my email. I am available Monday-Friday, from 7am to 4pm Central Time (US).

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:03/14/2024

    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 2019 we got 1 year subscription for McAfee product. In April 2020 I turned off the auto-renewal. In November 2021 they charged me again without notifying me, In Jan 2024 they charged me again $167.99 (for 3 devices) which I don't have. I never authorized them to renew anything. They keep insisting that I did. I called my credit card company to dispute the charges, they refunded me, but then they told me that they have to put the charges back an I have to contact McAfee. I have been wasting so much time trying to tell them when I cancelled in April 2020, I never authorized nor did I re-subscribed. They tell me nothing they can do. They gave me an email to file a complaint, but the email bounced. I need to be refunded $167.99

    Business Response

    Date: 03/25/2024

    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 info in my email. I am available Monday-Friday, from 7am to 4pm Central Time (US).

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:03/11/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    They charged me a fee for MacAfee 1 year subscription and then it says that I could download it on my HP Chromebook and it supported my OS and then it would work. I called and I called and I called and we still couldn't get it to work. We went around and around and around in circles and it still wouldn't work. I waited a while and filed a dispute with my bank and they gave this bull about a 60 day refund policy which is donkey. So it never ever worked. I paid money for a year subscription that wouldn't download so I never got the service. I all want is my money back and interest if possible.

    Business Response

    Date: 03/20/2024

    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 info in my email. I am available Monday-Friday, from 7am to 4pm Central Time (US).

    Thank you for contacting McAfee.

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

    Customer Answer

    Date: 03/22/2024

     
    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:03/07/2024

    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.
    On February 3, 2024, I purchased McAfee total Protection - 5 Devices on the McAfee website. Since then, every time I have turned on my computer, I have been bombarded with constant, incessant popup ads promoting additional McAfee services. I click to make them go away but they reappear within the next 5 minutes or so.I learned that the ability to turn these "Informational Notifications" (which are basically just ads) was disabled in this version of the program. On March 7, 2024, I finally was able to contact McAfee about this matter. None of the staff I spoke to was able to speak proper English, and I had to repeat myself several times. In addition, I had to ask them to repeat themselves, as I could not understand what they were saying.Eventually, after being transferred around for 2 hours, I was told that the constant popups and built-in advertising which continues to come up on my screen, and ability to turn these off was recently disabled in this new version, was a problem that was on their end, and since this was the case, they would honor a refund while the problem is being worked out company-wide.I was transferred to a representative to take care of the return and refund procedure, and this representative was unfamiliar with my case. He also stated that my purchase was beyond the 30 day return window, so that he could not honor the refund which I was promised. He also stated that his manager was in a meeting and unable to help me.This constant advertising and incessant spam that is built-into this program is a misrepresented product, and borderline fraud. I have uninstalled the software and reversed the charge with my bank.******** said constant popups and built-in advertising which continues incessantly to come up on my screen, and ability to turn these off was recently disabled in this new version, was a problem that was on their end, they would honor a refund while the problem is being worked out company-wide

    Business Response

    Date: 03/21/2024

    Dear ****,

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

    Thank you for confirming that your complaint has been resolved, per our recent email correspondence. Again, we appreciate your feedback regarding our software, and apologize for any inconvenience you endured.

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

    Sincerely,

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

    Executive Customer Assistance Team

  • Initial Complaint

    Date:02/27/2024

    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.
    As seen on the history attached to this complaints, I was charged many times for nothing. I mean that my subscribtion can be updated until 2025 but I was charged a few more times and should not have been.. I never clicked or chose anything to be charged. I sent 2 email to the McAfee *********************** and no answers was ever sent whether in or not in my favor.. Further more, I don't understand why we are paying for a company that is supposed to protect us against scammers but are actually being scammed..

    Business Response

    Date: 03/15/2024

    Dear ******,

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

    I am happy to hear that we were able to provide a resolution to your complaint. If you have any additional questions or concerns, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

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