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Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 614 total complaints in the last 3 years.
  • 114 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:01/18/2024

    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.
    I have been trying since last week to get the money back for a software program of McAfees that I havent even used for quite some time. In January ****, I was charged the amount of $47.88 from my checking account/debit card. I have tried to cancel the subscription with McAfee and receive a refund of $47.88 but they havent given it to me! They claimed they cannot find any active subscriptions and needed an invoice number or merchant ID. Finally, after waiting FOREVER to get in touch with someone on the phone from my bank, I received an invoice number and merchant ID (they claimed they could not find the transaction via referencing my debit card number). The last time I contacted a customer service rep from ********************** I gave both to him and he said he could not reverse the charge and cancel the SafeConnect subscription. Since I first tried addressing this with two people last week AND I manager at McAfee I spoke to over the phone this week, I informed the man that McAfee *** could do nothing else for me. Im infuriated and willing to go to small claims court!!

    Business Response

    Date: 01/29/2024

    Dear ************,

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

    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 signature. I am available Monday-Friday, from 7am to 4pm Central Time (US).


    Thank you for contacting McAfee.


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

  • Initial Complaint

    Date:01/16/2024

    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.
    McAfee charges me $139.99/yr for their services. My next payment is due in less than a week, for the next 12 months. However, I noted in my PayPal account that last year this time, McAfee has charged me twice within a week. The 1st payment of $139.99 was on Feb. 22, 2023 (Inv. PL3213593100). The 2nd payment of $139.99 was a week later on Mar. 1st, totaling $139.99 (Inv. PL2971860429). Yesterday, I contacted McAfee **************** in ***** and explained that I want to be credited $139.99, so that they would not charge me again in a few days for the next 12 months. They refused. I asked to speak to a Supervisor. I was told a Supervisor will call me in the next 24 hours and I was given a Case Number: 1-172586301. But I have not heard from the Supervisor. I have contacted my bank and asked them to not let McAfee charge me again in a few days. I want McAfee to credit me for the duplicate payment they have charged me last year and *************** for the next 12 months with the credited amount. I never authorized them to double-charge me. The foundation of McAfee as an antivirus service provider is based on creating trust and safety for its customers. There is wide gap between that context and double-dipping into clients' accounts. I am very disappointed and need to be heard and credited $139.99 for the next 12 months.

    Business Response

    Date: 02/06/2024

    Dear *****,

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

    Per my message on January 18, we have provided the requested extension to your McAfee Total Protection plus VPN subscription, in lieu of a refund. Please be sure that the licenses installed on your devices are from the McAfee subscription under your actual email address, as any devices covered by the previous account will now show as expired. 

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

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 02/06/2024

     
    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:01/16/2024

    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.
    McAfee promises a refund. I was able to receive half the emails (receipts and support case openings) but nothing else. This means inability to receive support and downloads. The support person (******) repeated checking into mail quota full concerns when I have checked and keep the mailbox clean. Further I checked all other folders and no email appears.Bottom line, they refuse to honor their money back guarantee.

    Customer Answer

    Date: 01/19/2024

    Hi, I filed a complaint against McAfee for refusing refund per their policy. I later told them this. a few hours later, I received an email about a deposit for the exact amount, although no confirmation from them. I would like to withdraw said complaint, as it is a moot point. Thank you for all y'all do! ***

    Sent from ******************* (

    *********************
    )

     

  • Initial Complaint

    Date:01/14/2024

    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 Jan. 13, **** I noticed a charge on my bank account for $159.36 from McAfee. When I called they agreed to refund the initial charge. I will admit they then talked me into a 1 year deal for $44.99. But my chrome would not accept the install - that's when things got ugly. I said lets just forget the whole thing and refund the $44.99. I was given one excuse after another but they never agreed to cancel my order and refund my money. I am now going through my bank to try to get my money back. I was given two different case #'s by 2 different people. 1-172344731 and 1-172345761

    Business Response

    Date: 01/22/2024

    Emailed the customer and addressed the issue, now working towards a resolution.

  • Initial Complaint

    Date:01/14/2024

    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.
    This was a service that was for One Year Got it on January 25,2023. Automatic Renews after that was set by my wife.She passed away in ********** ****** billed automatically EARLY on December 26,2023. They billed her ********** was deceased. **** went through &I need it credited to close the account. They said they would credit me , however still have not received my credit.

    Business Response

    Date: 01/25/2024

    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. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may respond to our email correspondence.

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

  • Initial Complaint

    Date:01/12/2024

    Type:Order 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.
    Cancel 2 years and they still charge me the *****. Call them and they refused to do it

    Business Response

    Date: 01/25/2024

    Dear Mr. ***************** name is ***************************. I am on the Executive Customer Assistance's Team at **********************. We have received your complaint submitted to the Better Business Bureau, and would like to get in touch with you 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, **************************************************.

    The recent automatic renewal charge, associated with *********************** was submitted for a chargeback. Due to the chargeback investigation, we are unable to provide a refund back to the original form of payment at this time.

    Once we can confirm the status of the chargeback, we will ensure your refund is received. Please see my email correspondence for more information regarding your refund. If you have any additional questions or concerns, please feel to respond back to my email correspondence, or you may call me directly at ************.

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

  • Initial Complaint

    Date:01/12/2024

    Type:Order 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.
    Every time I open a programm this emblem appears. There is no way to cancel it. This has been happening for 4 years.

    Business Response

    Date: 02/02/2024

    Dear ***,

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

    Per my previous correspondence with you, we were unable to find a McAfee subscription or account associated with your contact information. We have requested screenshots of the notifications you are receiving to confirm if you are receiving valid McAfee notifications, or potentially fake notifications created to look like they are from McAfee.

    I have received no further messages from you after my response to you on January 24. If you are still in need of assistance, please contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:01/12/2024

    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.
    I bought a multi-year subscription for Mcafee "total protection" and suddenly start getting spam pop*** from their product, trying to up-sell other products they offer. There is no way to disable these and according to their support "this is how the solution is designed, nothing we can do".They turned from a useful product into a real nightmare, removing all control over their spam pop***, trying to ***ell other products. It is utterly pathetic, that a customer who bought a product suddenly gets spam pop-*** and the "support" only tells you "this is how it is designed, we cannot change it". I expect them to remove the illegal spam pop*** from a full blown, licensed product I bought.

    Business Response

    Date: 01/22/2024

    Emailed the customer in regard to his issue and will be working towards a resolution.

  • Initial Complaint

    Date:01/12/2024

    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 10/12/2024 I tried to buy McAfee anti-virus. As it did not go through the first time I tried again. Same result but 2 charges of $54,95. I have contacted them on line and tried to call them. They will not help me and refuse to refund. They advised me to contact you.

    Business Response

    Date: 01/31/2024

    Dear ****,

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

    After review of our records, we can see that you successfully reached McAfee support on January 24, regarding the charges made to your payment instrument. We sincerely apologize for any inconvenience caused by the duplicated charge. If you have any additional questions or concerns, please feel free to reply to my message sent to you on January 25 regarding your complaint.

    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:01/11/2024

    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.
    I contacted McAfee antivirus security to have them to terminate my McAfee account and to stop charging my credit card for the auto renewal. I spoke with an agent she was very rude and refused to terminate my account my credit card company continues to send me email notification stating that McAfee is trying to deduct from my credit card $158.99 for service that I no longer want. They're telling me that I agree to continue the auto renewal I do not want McAfee I do not want their services and I do not want them to continue to try to charge my credit card the auto renewal payment of $158.99 please help me to stop them from charging my credit card. Please help me to get the McAfee account closed and settled once and for all thank you.

    Business Response

    Date: 01/22/2024

    Dear *****,

    This is *************************** with McAfees Executive Customer Assistance Team. Thank you for confirming that the issue has been resolved by your credit card agency.

    As mentioned in my email correspondence, I am unable to locate any recent charges associated with ****************************************************, I was able to locate the one chat support session, that was disconnected before the agent had a chance to assist, but I was unable to locate any additional contact records.

    If you have any additional questions or concerns, please feel free to contact me directly, or reply to our email correspondence.

    Best Regards,
    ***************************
    Executive Customer Assistance Team

McAfee, LLC is NOT a BBB Accredited Business.

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