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:02/27/2024

  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.

  McAfee customer service is horrible. Called to get a simple refund after being charged an auto renewal of $160. The woman offered me about 7 other options and kept arguing with me that their service was better, that they could discount it this and that much, that they could upgrade me to a higher level of protection and then reading a whole page of copy on features. She then started arguing that I needed identity protection, and I'm like "I have that already through Experian and ALL my credit cards". The whole call took 15 minutes of me repeated just saying over and over again "no, I want the full refund". I know a lot of companies do this, but this was REALLY excessive, to the point where I didn't think she was going to let me have a refund, and it felt aggressive. I almost hung up and just went through the Paypal refund option.

  Business Response

  Date: 03/08/2024

  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.
  
  We do apologize for the experience you have had with our support thus far. The experience you described is not our standard, and we have flagged your support case for supervisory review. Looking into the account associated with ************************** I do see that the refund for the recent auto-renewal was processed by our support team,and the auto-renewal feature was turned off for this account as well.
  
  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.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:02/27/2024

  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.

  Since January 5, 2024, I have contacted McAfee over 5 times to refund a charge of $149.99 that was charged to me for a subscription that I did not want (renewal was in February). Refer to Service tickets: #1-171352811 and #1-72740391. The last conversation with customer service was that it would be refunded. Then I received a closure of my ticket and no refund. I have made several attempts to contact them via email with no response.

  Business Response

  Date: 02/28/2024

  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: 03/05/2024

   
  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:02/22/2024

  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.

  Date of trans action 2/12/24.Order ID: ***************** Total amount: $449.48 Tenure: 2 years Product name: McAfee Total Tech Protection Payment Status: Successful I never ordered this protection, I never approved such a transaction. I don't even like McAfee Security. I was going thru my emails when I saw an address I did not recognized, I opened the email and the above description of the email popped up. I don't know if the money was actually taken out of my account or is this a scam to get you to call above stated number, no mention of how so called protection was paid, no banking institute listed, no last four digit of credit or debit card or check # stated on invoice.

  Business Response

  Date: 02/26/2024

  Dear ******************,
  
  My name is ***************************.  I am on the Executive Customer Assistance Team at **********************. We have received your complaint with the Better Business Bureau, and would like to get in touch with you regarding your concerns.  
  
  We are unable to locate a McAfee account associated with ****************************** to confirm, the attached invoice did not originate from McAfee LLC. The attached invoice appears to be a possible phishing attempt using the McAfee Secure Name. Though they share the McAfee name, McAfee Secure (Trusted Site) is a separate company that provides website validation and security.
  
  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 *******************************************.
  
  Please see my email correspondence for additional information. If you have any additional questions or concerns, I can be reached at the contact details notated in my email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance ***************************

  Customer Answer

  Date: 02/26/2024

   
  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:02/21/2024

  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 purchased a subscription to McAfee thinking that my computer would be protected, but it is not. When I called McAfee, I was told that I have Secure Connect , which does not protect me online. The only thing this product does is scan your computer. I subscribed to the product thinking i was getting protection, which in fact I was not. I am requesting my money back, and they are offering me extension on the subscription instead of giving me a refund! I DO NOT WANT THE PRODUCT! I HAVE BEEN ON THE ***** SINCE 2:00PM! I just want my money back so that I can purchase a product that is not misleading .

  Business Response

  Date: 03/04/2024

  Dear ******,

  This is ************************* again, with McAfee. Thank you for speaking with me regarding your complaint.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:02/20/2024

  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.

  Unauthorized Charge and Refund Request Dear *************************** Name/Department],I am writing to formally address an issue that has arisen unexpectedly and without my consent, involving an unauthorized charge by McAfee. I discovered a charge of $159.99 on my account. This charge was made for services that I have neither used nor signed up for, and at no point was I informed or made aware of any impending charges by McAfee.Upon noticing this, I immediately contacted McAfee's customer service seeking clarification and requesting a refund for the unauthorized transaction. However, to my dismay, my request was denied based on the company's refund policy. I was informed that I am ineligible for a refund, a policy that was applied without consideration for the circumstances of the charge or the fact that I have not utilized any McAfee services.This situation is particularly frustrating because it not only involves an unexpected financial burden but also a clear lack of communication and preemptive billing authorization on McAfee's part. I believe this to be a misunderstanding or error that warrants rectification, especially considering the absence of service usage on my part.I am reaching out to you in hopes of finding a resolution to this issue. I seek a full refund of the $159.99 charged to my account and assurance that such an incident will not recur. Below are the details relevant to this matter: Amount Charged: $159.99 Account Name/Number: ******************* Case Reference 1-176964701 I trust that providing this information will facilitate a thorough investigation and lead to a fair resolution. I am willing to provide any additional information needed and look forward to your prompt response and support in resolving this matter.Thank you for your attention to this issue.Sincerely,*************** ********************

  Business Response

  Date: 02/22/2024

  Dear ****,
  
  This is ***************************, with McAfees Executive Customer Assistance Team. 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. 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 I have removed your billing information 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 our email correspondence, or call me directly.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance ***************************

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising 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.

  Purchase a renewal for virus protection February 15th. Did not receive an email for confirmation. I log in and all I get is error when trying to get to my account. I call them to tell them about the situations the person on the other line has a thick accent and could barely understand them. I gave all the information but I dont think they understood me to help. Cant even log into my account because the page just keeps saying error and nothing is coming up. I wish I had never purchased this

  Business Response

  Date: 02/23/2024

  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: 02/23/2024

   
  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:02/19/2024

  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.

  My computer was hacked March39. 2023 I paid for extra protection for the 2 years and 300 dollars for them to cleanup my computer. Friday, August 4,2023 I was hacked again. Now they want more money for protection and another $300 to clean up my computer. I refused to buy more stating that in less than 6 months I should not be paying more for protection. On 'Friday, February 9, 2024 I had a RED popup saying the Russians are hacking computers and I must immediately buy more protection. I call my provider for cable and wifi to help me remove MCAFEE from my computer and they gave me protection for $0. Yesterday, Sunday February 11 I check my credit card and found a $211.00 charge from MCAFWEE. Because of presidents holiday I emailed my credit card company and asked them to deny payment. These people are scary.

  Business Response

  Date: 03/01/2024

  Dear ************************

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

  I have checked into your McAfee account and contact records with the McAfee support team, and I am unable to locate any charges or support contacts similar to what you have described.
  I am happy to research further, however, I will be unable to do so without the details that I have requested in our previous communication. 

  If you would like to continue this investigation, please reply to my previous email with the requested information.

  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:02/15/2024

  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.

  THis company unauthorized deducted $521.43 from my checking account. With no notice. Then they made me download an application to my computer, which I discovered in my task manager that it was running. It was for access to my Pc, that alone I would imagine is illegal right there. The refund process is so convoluted, they made me go to some other screen that blacked out my computer screen. Very suspicious. Then they accidentally deposited 15K into my bank account. I offered to wire it to them, but apparently they cannot accept wire transfers, as they are an international company? THEN, they told me on a recorded line, to go withdraw what was theirs, ********* from my bank, take it home, and they would send someone to pick it up. Entirely unsafe, I do not want strangers coming to my house, or them knowing where I live. It is not my fault, and I am told that my bank accounts will be frozen. My bank gave them an email address from the fraud department for them to send an email. They refused.

  Business Response

  Date: 03/08/2024

  Dear ********,

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

  Thank you for speaking with me regarding your BBB complaint. Per our discussion, the recent interaction you had was not with McAfee Support, but rather an unaffiliated third party using our company name to defraud individuals. We show no recent activity on your McAfee account. We strongly suggest that you continue to work with your financial institution if issues with these individuals persist. 

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising 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 looking online to buy a textbook for school on January 16th when I got a pop-up on my Mac saying that my computer had been infected with viruses from a link I had clicked on and that I needed to purchase McAfee support to remove the viruses. I tried to close the window, but I kept receiving notifications from what looked like my system settings (which I later found out was a part of the scam) saying that my Mac had been infected by viruses and I needed to get a protection plan. In a panic, I ****** searched McAfee and foolishly bought the antivirus plan. I was continuing to receive the popups, so I went on the McAfee website and called the phone number to make sure it was legitimately McCafee I had bought the protection from. The guy on the phone assured me he was from *****, but the proceeded to tell me I had bought the wrong plan, refunded me my money, they proceeded to sell me the "correct" plan, for the larger cost of $379. I let this guy into my computer and he got rid of the popup messages. A few days later, when I checked my bank account, I found that the original charge and refund was from McAfee, but the second charge was from ************. After looking into it some more, I found a ton of similar complaints and stories of these people representing themselves as McAfee then selling "antivirus protection" for a virus they caused! I feel like such a fool for panicking and falling for it. Now I have to get my computed wiped and reported fraud to my bank. I had to get a whole new debit card as well. This has been a complete nightmare over the last few weeks.

  Business Response

  Date: 02/20/2024

  Called the customer and left a voice message in regard to being scammed by 3rd party company.

• Initial Complaint

  Date:02/14/2024

  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.

  2/13/24charge of $160.11 to my credit card.I called to cancel the auto renewal due to poor service and cost and they refused to cancel the charge. I called the bank and they agreed to communicate with McAfee regarding the cancellation.I was never reminded of the auto renewal. The expiration date for my yearly subscription is 3/10/24. They renew 30 days prior to expiration. I tried to cancel 2/14/24 and they refused.

  Business Response

  Date: 02/27/2024

  Dear *******,

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

  Thank you for your message on February 22, confirming that your issue had been resolved. Please feel free to contact me directly, if you have any further questions or concerns regarding McAfee.

  Sincerely,

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

  Executive Customer Assistance Team

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