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:02/13/2024

  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.

  Purchased McAfee Total protection in Sept of 2023. The program contains popups that show up on my desktop at least twice a week. the popups tell you that your pc has problems and if you click the link it tries to sell you more mcafee products. I contacted them today. They confirmed that it was part of their program and there was no way to disable them. They claimed to be "educational" but they all try to get you to sign up for additional services. It has finally irritated me enough that I contact them to try to stop it and have been unsuccessful.

  Business Response

  Date: 02/15/2024

  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: 02/16/2024

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

• Initial Complaint

  Date:02/13/2024

  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 provides no notice about the status of a subscription or sends an email advising you of a renewal, making it impossible to cancel. When you contact them, the agent on the phone denies you have an account but wants you to give them your credit card information (which they were never given in the first place and therefore they are not entitled to ask for it). I then received an email saying my case was closed and another one with instructions on how to set up my account!! I called to request a refund and they thank me for my subscription?They are refusing to issue a refund but they charged me via paypal. This company should not be allowed to perpetuate a fraud on me or anyone else. They are required to make it easy for me to cancel and should notify me when my subscription is up for renewal. They rely on people not paying attention and they don't care about the law.It's too late for me to dispute what they slipped through last year because it was mixed in with other charges (and to this date I never received ANY confirmation of my subscription) but I am not prepared to be fleeced any longer by this company. Something should be done to stop them from their scam.See the attachment for the email they sent me. 100% wrong.

  Business Response

  Date: 02/27/2024

  Dear *****,

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

  Thank you for speaking with me regarding your McAfee account and complaint. I am happy that we were able to resolve your complaint to your satisfaction. If you have any additional questions or concerns regarding McAfee, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee has been changing me >130.00 a year for service that I have not used. They charge in advance with the intention of providing a service for the full year, yet, when it comes time to cancel, do not offer a prorated refund similar to what other business do. They are basically stealing money from me because it doesn't meet their 30-day policy They claim they notify 30 days before the charge, which is not true, as I never received an email indicating they would charge. I attempted to cancel the automatic subscription online at their website, but the site indicates, the service i have is unable to be unsubscribed. They have charged me the following amounts over the last few years, and I disputed the most recent charge with my bank to no avail. 12/11/2021 - ****** 12/11/2022 - ****** 12/11/2023 - ****** The business has not made an attempt to resolve the problem and the first time I called them in December, within the 30 days cancellation period, the employee was asking me for my card number to verify the account. It sounded like a scam to me, and I hung up to ensure my information was not stolen. I have lived with the previous charges but request I get a refund for the 12/23 charge.

  Business Response

  Date: 02/21/2024

  Dear *******,

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

  I spoke with your husband, ******, on February 21, regarding your complaint. He informed me that he considered the matter resolved. If you, or ******, have any additional questions or concerns regarding McAfee, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 02/21/2024

   
  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:02/12/2024

  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.

  Entered by BBB staff LO Consumer states her computer started having some problems so she purchased McAfee protection. The service auto renewed, she was just recently able to cancel auto-renew, which she states was a difficult process. The consumer no longer has the computer because she took it to get fixed and was told it would be better to purchase a new computer. She called McAfee because she had 6 months of their service left but she no longer wanted the service so she asked for a refund. They advised her they could not give a refund after 60 days. She told them she never heard of something like that and would like a refund but they would not issue the refund.

  Business Response

  Date: 02/21/2024

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

  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:02/09/2024

  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 purchase McAfee antivirus software from amazon back in November 2023. Recently I had a hard drive on my desktop compute fail and when I installed McAffer I received a message that that registration code was already used, I called McAfee support and they told me one the registration code is used it cant be used again.Then I purchased a new copy of McAfee from Amazon and when I enter the new registration code I received a message that that code was out of date and expired

  Business Response

  Date: 02/21/2024

  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:02/07/2024

  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 received an email from this company McAfee stating that my protection plan has been renewed on 1/7/2024 - ID: RJLEPLXLLAEEK and Invoice # RJ-***** in the amount of $419.00 - Phone #************ - So I called that number and said to a person I spoke to {*******} that I did not authorized no renewal on McAfee protection plan. This person requested my email address and asked me was I sitting next to my computer for me to contact to ****** chrome and again asked for me email address. I stated to this person what Credit Card do you have on file? he did not answer, but asked for my email address again. I told this person you just sent me this email stating my protection plan has been renewed you should have my email address. I do not recall ever subscribing to such protection but need to make sure this McAfee do not have any access to any of my accounts. I am thinking this is a scam because when I told this person that he has my email address already because the company just sent me an email regarding this matter this person hung the phone up. I try calling back and no answer. I am checking all of my accounts right now to make sure that amount of money was not taking out any of my accounts. Please Advise. I would be greatly appreciated.

  Business Response

  Date: 02/27/2024

  Dear *****,

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

  Thank you for speaking with me regarding the message you received regarding a potential McAfee transaction. McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee, to perpetrate any number of fraudulent activities. Thank you for bringing this to our attention. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *******************************.

  
  For additional resources on avoiding scams and fraud campaigns, please see our McAfee Customer Scam Awareness page at ************************************************************************************ The page provides information on known threat campaigns, as well as best practices and tips for avoiding such scams.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:02/07/2024

  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.

  January 11th, **** I was charged $131.69 for my annual renewal from McAfee. My renewal is not due until Feb 10th, ****. I immediately called on the 11th of January requesting my money back and cancellation. McAfee said they cancelled and would refund my money. As of today, I have called more than 9 times about my refund of $131.69 and have not received. They indicated it was sent back to my credit card, but my credit card company does not show it. I am very upset because now not only do I not have my annual anti-virus protection, I am out $131.69 because they charged me, cancelled my subscription and kept the $131.69!

  Business Response

  Date: 02/14/2024

  Dear ******************,
  
  This is ***************************.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
  

  As mentioned on our call, your check refund has been processed in the amount of $131.69. Please allow 23 weeks to receive it by mail.
  
  If you have any additional questions or concerns, please feel free to contact me directly, or reply to our email correspondence.

  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:02/06/2024

  Type:Delivery 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 is in violation of the CAN-SPAM Act.Each separate email in violation of the CAN-SPAM Act is subject to penalties of up to $51,744....McAfee is utilizing Affiliates to Spam US Citizens. So far this month, I have received 8 unsolicited Spam emails, so according to the CAN=SPAM Act, they owe me $400,000.00 McAfee is basically rewarding affiliates to Spam US citizens.This has been reported to McAfee many times, but they refuse to stop this.

  Business Response

  Date: 02/14/2024

  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 have reported the emails that you provided internally for investigation. In the meantime we recommend working with your email provider to update the spam filter settings to prevent this type of emails from being received. You can read more about these options in this article from the McAfee knowledge base.
  
  ********************************************************************************************************
  
  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).
  
  Sincerely,
  *************************

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee advertises that they provide safe browsing and a VPN service. These two services are the main reason I signed up with them. The.VPN and safe browsing continually shut off. At times, neither can be manually activated. My annual membership initially cost $157.20. I contacted McAfee on 1/2/2024 expressing my distatisfaction with services om paying for, not being provided. I asked to cancel my membership with a refund. Their solution was to credit me $108.47 and extend coverage for 2 extra months. Tech support informed me that the problem is on their end and someone would call me. No call back. Still not fixed. It's concerning that they overcharge for services that cannot be provided. Why such a high amount of $157.20, but can discount over $108, to keep me from canceling?

  Business Response

  Date: 02/20/2024

  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.
  
  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:02/05/2024

  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 purchased Total Protection Internet Security from McAfee two years protection plan on 12/08/23 I began to have problems with McAfee working on my laptop. McAfee online chat stated that the issue was due to a program glitch. My service request was forwarded to their engineer **** for resolution. However, there has been no resolution. I requested a pro-rated refund since I could not longer use the program on any of my devices. After numerous calls and emails nothing has changed. I informed McAfee I wanted to cancel service and receive a refund. McAfee only agreed to stop automatic renewal on my account.I began to investigate other internet security programs. I came across online that Total Protection had been discontinued as of 1/30/2024. I would just like a refund of my cost of the Total Protection program purchased which expired on 10/22/2024. Below is a copy of me to McAfee. I have pics of contract, emails and online announcement of McAfee discontinued product.G AldersonFrom:************************** To: McAfee Consumer Support Sun, Dec 10, 2023 at 4:51 PM I spoke with support staff online chat on 12/8/2023. I was informed that the issue has been referred to engineer **** since it is a problem with Total Protection across the board. I am looking for a resolution, becauseI need to use my pc with protection .

  Business Response

  Date: 02/06/2024

  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: 02/07/2024

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