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:02/05/2024

  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 received emails from McAfee indicating that I do not have an active subscription, encouraging me to renew. This was the second time this has happened. The last time I fell for it and got a double subscription. This time, upon calling to cancel because I got a different subscription from a different company, I found out I have an active subscription at McAfee. I was double-charged and had overlapping subscriptions yet kept getting emails that I did not have any active subscription. I hate this company. You cant keep anything straight and then hold your errors over the customers head to scare people into paying more money because they think they dont have active internet security. Im better off with no computer than with a company like you as my internet security company. I do not trust you at all, McAfee. Glad I went to BBB and saw all the terrible reviews. Never again. Ever ever.

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

• Initial Complaint

  Date:02/01/2024

  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 look on my bank and see a charge of ****** for a subscription that I DID not sign up for. The agent refused to cancel and refund me and advised I need to calm down because mcafee doesnt want my money but yet REFUSED to refund me this is scam and I want this refunded now !!!! I also want to file a complaint against this billing agent who refused to help and talked to me the way he did he has NO right to speak to a person like that . Call 02/01 aprox 8 am mst

  Business Response

  Date: 02/12/2024

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

  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, **************************************************.

  
  The recent automatic renewal charge, associated with ******************************,was refunded when you contacted our support team on February 1, ****. Unfortunately,McAfee is not able to provide monetary compensation due to overdraft or banking fees, and we do encourage you to reach out to your bank directly. However, please see my email correspondence for more information regarding your refund. I have attached an official McAfee letter to provide to your financial institution asking that they eliminate any fee(s).
  

  
  If you have any additional questions or concerns, please feel to respond back to our email correspondence, or you may call me directly at ************.

  
  Thank you,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21231202
  
  I am rejecting this response because: There is absoluting nothing being mentioned here about the poor customer service I received and the fact it was going to be looked into and listened to . I assume that never happened since it is not mentioned so just another example of poor customer service from ********************** not doing as they stated. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/13/2024

  Dear ******************,
  
  As mentioned in our email correspondence, I do apologize for the experience you described, and your cases are currently being reviewed by the appropriate teams. If you have any additional questions or concerns, please feel free to reach back out to me directly.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 02/15/2024

   
  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:01/30/2024

  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've download McAfee total protection on 11/28/23 and recently upgraded to advance protection on 1/5/24. I've had only one malware threat be detected so far. I've downloaded it on my laptop and phone, I run the manual scans religiously, On my laptop at least 5-7 times a day in all honesty. I've had documents, emails, and pictures all become either deleted, edited, or removed entirely. I recently went from roughly 50k-220k files now on my laptop that get scanned recently. I've had my Icloud, onedrive, ****** drive, files, all compromised in some fashion. I've had my 2fas authenticator tokens deleted of 3 email accounts I mainly used quite some time at the beginning of the month right after upgrading. I've had phone caller Id's and numbers be entirely different then who was actually calling me for my work's business accounts. Two nights ago, neither my laptop or phone browser could find the 24/7 number or chat regardless of where I looked, but today I did find it exactly where it should of been. Today (1/29/2024) I contacted McAfee support twice, first this morning #1-174165861 and the guy didn't help me at all after I explained a plethora of examples of my problems. Then tonight I called for a refund and 1-174362421 He was really polite, convinced me to talk to the tech after combining my accounts subscription time, So he connected me to 1-174362371 Rafflehzzia ** She first attempted to asked if she could use remote access to my computer and then after I refused for obvious reasons, she emailed me a link and had me download a "McAfee malware cleaner". Prior of this I ran diagnostics on ****** and was up to date. After running the malware cleaner, All drivers I downloaded were deleted, my reputation-based protection was turned off, my Memory integrity driver is incompatible again. We spoke of me having issues downloading Metamask on edge & how it was already on chrome and after the cleaner was complete all my extensions where reset and I was logged out of it now.

  Business Response

  Date: 02/06/2024

  Reached out to the customer by email to assist him with his issue.

• Initial Complaint

  Date:01/26/2024

  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.

  Last year McAfee charged my account directly without my notice and my approval of a purchase of Anti-Virus. They said it was an automatic renewal and I didn't ask for renewal I was forced to buy an anti-virus. Though I uninstalled every software of McAfee it is still in my settings and apps. So, they canceled this purchase in April 2023 ************ Request # 1-140588451 attached below). This year they continued charging my bank account even though my Credit Card was not yet activated. They checked on their sides and couldn't find that reference or invoice number or a receipt of purchase. They gave me a service request (1-173584641 - CONFIRM CHARGE 10 DW) that my case is under investigation and that they will refund me. It is still pending in my bank account, so my bank decided to cancel my Credit Card for under investigation under this purchase and if they don't see anything wrong, I have to pay back the merchant. It's the same scenario as last year, they took one month to investigate and then said it's too late to file another complaint and I needed to pay back the merchant. I called many times the merchant and they told me that to check with my bank and McAfee told me to check with my bank again and again. The last agent from McAfee suddenly notified me that eventually they found my account and it was eventually an automatic renewal. If then they should have sent me an invoice for renewal, I didn't get any document of this purchase that I didn't do. In the mean while the agent has gotten all my information of my Credit card, email, phone number and told me they will investigate it. How come I canceled this subscription in April 2023, and they said it's a renewal. I just want them to refund me because **** and ********* Windows are already protecting my computer and data. It's lots of hassles to spend my days fighting for my money to be back in my account. It's unfair to force people to buy their products.

  Business Response

  Date: 02/06/2024

  Reached out to the customer in regard to locating the account in order to process a refund.  Waiting for reply.

• Initial Complaint

  Date:01/25/2024

  Type:Order 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 got a notice from them yesterday but that got deleted in my anxiety. I still got the PayPal one though. Looked in account and sure enough.The business says I signed a contract three years ago but I disagree. The credit union man who put a stop payment on also disagrees cause they did not try to get money out last year. I need papers from them and I will also prove if it's forged or by someone else.I thought I was done with McAfee. I do know automatics on PayPal were forged. That was not there two months ago. I didn't even know before 4 they did this.

  Business Response

  Date: 01/29/2024

  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 5-7 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 Team, **********************

  Customer Answer

  Date: 01/29/2024

   
  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.
  
  ***************************************************

• Initial Complaint

  Date:01/25/2024

  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.

  I have been charged multiple times for the same McAfee computer virus protection subscription. Twice a was charged without my authorization: on 1/14/23 $148.39 and 1/14/24 $158.99. I have pain for 2 years subscription on 9/6/23, which is valid till9/6/25. I have talked to a McAfee representative on 1/23/24; representative could not explain me why they keep charging my credit card every several months without my permission. McAfee agreed that I have valid 2-year subscription, but refused to refund $148.39 ( the reason "it has been too long"). I asked to talk to a manager, and was told that manager is busy, and he/she will call me within 24 hours. McAfee stated that " You have been a customer for over 10 years", but refused to tell me how many times I was overcharged for the same subscription. They cant explain why my 2-year subscription was $76.31, but but I was overcharged more than double for 1-year subscription, and without my authorization. The case #***********. When I called *********** credit card company to dispute fraud transactions, I was told that McAfee tried to charge my card 10 times before it finally went through.

  Business Response

  Date: 02/06/2024

  Just processed refund for the customer and will follow up with an email to confirm.

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

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2023 I took a McAfee service for 6 months.. Even though I decided that I no longer wanted their service McAfee unbeknownst to me renewed the subscription in December without my consent. I called them as soon as I was aware ( Jan 3) and told them i no longer wanted their service and asked for a refund. The agent accessed my computer and uninstalled their software and told me that the refund would be sent soon. I called again during the 2 subsequent weeks and was told that the refund would be on its way within 5-7 business days. Needless to say, i have yet to receive the refund.

  Business Response

  Date: 02/06/2024

  Customer has been refunded in the amount of ****** CAD. I will send email confirmation to the customer.

  Customer Answer

  Date: 02/10/2024

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

• Initial Complaint

  Date:01/22/2024

  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.

  In 2018 I upgraded my AntiVirus subscription to unlimited. They gave me a trial first. And then they have renewed the old subscription and the new subscription every year since. Instead of upgrading my 5 device protection to a Unlimited they charged me for both. Per the Account they have taken an extra $724.93 for the 5 device since 2018. When I contacted them they said they would give me an extra 14 months on my Unlimited subscription and not refund the money they just took out of my account on 1/21/2024.

  Business Response

  Date: 02/01/2024

  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:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was billed automatically on 04/08/2023 for $96.29 and then billed again on 06/01/2023 for $128.39 for the same service. I discovered this because I am doing my taxes.I called customer service and they refused to refund the money, I talked to the supervisor in a foreign country and again refused to refund.I have been a loyal customer for 3 years, I am over 65, a veteran and I don't like getting ripped off.

  Business Response

  Date: 02/01/2024

  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:01/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been continually harassed by McAfee antivirus. I no longer use their service however, they have somehow targeted my account twice over the last month with dozens of attempted transactions. McAfee also did this to me once last year as well. They have issued nearly a dozen payment requests on two separate occasions this month alone, that has caused **** of America to cancel my new cards for suspicious activity and left me without access to a credit card or cash for weeks at a time. They have even targeted my new card just days after activation, even though I never gave them my new card. I can not understand how they are able to get away with this extremely dishonest practice. I also called them to get my account removed, but they insist that I need to get on a screen sharing session to get the bills to stop. I am at my **** end and do not know where else to turn. I'm sure they'll keep doing this until some type of action is taken. Thank you for your consideration and help.

  Business Response

  Date: 02/08/2024

  Dear *****,

  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint.

  I am happy that your McAfee account issues have been resolved. We sincerely apologize for any inconvenience you endured as a result of our system attempting to renew your subscription. If you have any additional questions or concerns regarding McAfee, please feel free to contact me directly for assistance.

  Regards,

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

  Executive Customer Assistance Team

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