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:01/11/2024

  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.

  The company charged my account for services I didn't authorize or agree too. When I called the company to contest the issue, I was hung up repeatedly, and had my gender attacked (I am a transgender woman). When someone finally answered my questions, I was told that the authorization came from back east, but I live in ******. I did not receive a confirmation request if I made this purchase, and I am being treated unfairly, and having my gender attacked when I attempt to solve the issue. And they are charging my account for a payment of $419.99 that I didn't agree too. I request that this be stopped (canceled), the money hasn't been deducted 'yet', but I am complaining because of the unfair treatment and attack on my gender.

  Business Response

  Date: 01/22/2024

  Dear *******,
  
  This is *************************** with McAfee's Executive Customer Assistance Team. I want to thank you for working with me regarding your concerns.
  
  Just to confirm, the invoice you provided to the Better Business Bureau did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The information included in the invoice are not official McAfee details, and the phone number included is not a McAfee phone number. 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 *******************************************. Additionally, I am unable to locate a McAfee account associated with *************************************.
  
  Unfortunately,it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling.
  
  If you have any additional questions or concerns, please feel free to contact me directly, or reply to our email correspondence.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team

  Customer Answer

  Date: 01/22/2024

   
  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,
  
  ****** (prefer *******) ******

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service 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.

  1/10/2024 Received a high Invoice from a Company which I have tried multiple times to cancel service with. I have called them several times with no assistance. I have no laptop and no use for their services. They continue to charge our credit card every month and now claim they will Invoice us for $415.35 When I call them they cannot find my account. They sound completely fraudulent. I have spoken to *********** about this charge a few times. We do not use their services. We do not need their services and need them to stop both invoicing us and charging our credit card as well.

  Business Response

  Date: 02/01/2024

  Dear ********,
  
  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint.
  
  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 ********************************************************************************************* 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:01/11/2024

  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.

  On January 7, 2023 there was a McAfee transaction through PayPal for an unauthorized auto renewal . I called McAfee and was told that I could not close the account. I was told by the agent that I cannot close the account and that I am locked in until ****. If I close the account I have to pay 180 dollars and the unauthorized funds of ****** taken out would not be refunded. I have proof of the transaction and also the denial of payment from one account because it flagged as unauthorized. There were no preliminary emails about renewal agreement from McAfee. I was scolded by the assisting agent . I am dealing with a traumatic family incident and relayed that info to the agent and they snickered and continued to badger and refused to connect with the supervisor. Any paperwork needed to assist in this matter will be available.

  Business Response

  Date: 01/22/2024

  Reaching out to the customer to resolve the issue.

• Initial Complaint

  Date:01/10/2024

  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.

  My mother, *************************, was a user of the Total Protection plan provided by McAfee for her electronic devices. Her current plan she renewed doesn't expire until 01/14/26. I called McAfee to seek a refund as her devices are no longer being used due to her passing and they gave me a case #1-171624541. They advised that a refund wasn't possible but I could transfer the protection to my devices. I already have protection on mine, by them, but will be switching to another provider at renewal! With that amount of time left on her program some kind of refund should be available to her estate? I am *****************************, her **************************** representative, and am filing this complaint on behalf of the estate.

  Business Response

  Date: 01/29/2024

  Dear *******,

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

  Thank you for speaking with me regarding your BBB complaint. I am happy that we were able to come to a resolution to bring your issue to a close. If you have any additional questions or concerns, please feel free to contact me directly.

  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 assuming the last check arrives in 2-3 weeks as indicated.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/07/2024

  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.

  I bought McAfee total protection on March 5th 2023 to expire on March 5th **** but the product has been unable to protect my computer. I spoke with their agent ************************* and she said the product they sold to me does not work and has not been protecting my computer. They knowingly sold a product that does not work to me so I need my money back.

  Business Response

  Date: 01/18/2024

  Dear ****************, 
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint that was submitted to the Better Business Bureau, and would like to get in touch with you regarding your concerns.
  
  I am unable to locate any support contact records associated with ******************* Based on your description, we suspect you may have inadvertently contacted a third party support.
  
  Please see my email correspondence for more information regarding your subscription. 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:01/05/2024

  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 name is ********************* I live at ****************** in ***** ** *****, my email is ****************** my phone number is **********. I am having trouble with a software *** that has taken over my computer trying to get me to renew a prescription with them. i quit using then several years ago. they have been sending me alerts my computer is infected. it say's click here to remove it, I click to delete it and it comes right back, if I do click to remove it then they want me to renew. they have destroyed my use of my computer.Please Help

  Business Response

  Date: 01/18/2024

  Reached out to the customer by email, to see if he tried to uninstall the software from the control panel.  Waiting on a reply.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21101877
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************: from the control panel on my computer i have deleted all that i can find, and am still getting MacAfee warnings. i got a email from ******* about this situation asking me to go to the control panel and delete ,but i can't find anymore to delete.

  Business Response

  Date: 05/20/2024

  Hello **************,
  McAfee can only send you alerts to your desktop if you have the software installed on the device. You can stop ********************** alerts by uninstalling the software. You can find information for uninstalling here: How to remove McAfee products from a Windows PC.

  
  If our software is not installed on your device, it's likely the messages you are receiving are not official McAfee alerts. Based on your description, it sounds like you may be receiving fake alerts using the McAfee name. You can find more information about fake notifications and how to stop them here: Your browser displays fake McAfee notifications
  If technical assistance is needed, our support team is available to assist 24/7 at **************************************************.

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

• Initial Complaint

  Date:01/03/2024

  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.

  I got a bill from McAfee in June 2023 for $158.24 for auto-renewal of my antivirus. I have only one computer and opted out of auto-renewal because the higher bill is for up to 5 devices. This is way over market value for one laptop. Nevertheless I was charged. Then I got an email that a second subscription was auto-renewing in February **** for $59.99, bringing me to more than $200 for one anti-virus subscription (I can only use a basic one for my work.) I called McAfee and it turns out they were charging me for antivirus on a dead laptop that had a free trial for McAfee that I NEVER activated and have charged me that for over a year. I demanded a refund for that and they gave it to me but I never heard from the card company that the refund was issued. I then went into my account and turned off all auto-renew. THEN I just a few days later I got a third email saying a THIRD subscription I was unaware of for $119 will auto-renew in February. I want a refund for all double or triple billing which I consider fraud. I want all my accounts canceled along with auto-renewal. I want to know the card I paid with so I can check that refunds are actually processed. BBB should definitely downgrade the rating of this company--look at the reviews! Does BBB listen to its members? service request # 1-169539081. I asked for a supervisor and they "can't get back to me because they're so busy" so they will call hopefully tomorrow. No doubt they are undated with more calls about fraud.

  Business Response

  Date: 01/18/2024

  Dear *****,

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

  Thank you for speaking with me regarding your complaint. I am happy that we were able to come to a working resolution towards your issue. If you have any additional questions or concerns, please feel free to contact me directly.

  Sincerely,

  *************************
  Executive Customer Assistance Team 
  **********************

• Initial Complaint

  Date:01/02/2024

  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.

  We have paid for McAfee services a total of 5 different times this year. Each time, we call and they tell us we have several accounts and they say they'll merge them. They have yet to do anything. We have paid a total of $495.95 in 2023 for a service that I don't believe is worth $1. They advertise that a 1 year subscription is $109.99, so I'm not sure why we've been charged nearly $500.

  Business Response

  Date: 01/11/2024

  Dear ****************,  
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I have received your complaint that was submitted to the Better Business Bureau, and I would like to get in touch with you regarding your concerns. I have tried to contact you, but I have not been able to reach you.
  
  Looking into the account associated with ******************************,I do see that you had a couple of duplicate subscriptions, and that a support agent did help to combine your subscriptions by creating a new license for **********************+ Advanced-Individual and then cancelled and refunded any duplicates on the account.
  
  The **********************+ Advanced-Individual is the only antivirus subscription that you have on your account. You do have a McAfee Safe Connect subscription on your account that was purchased through Adobe as a stand-alone product, and automatically renewed on December 28, 2023. However, McAfee Safe Connect is a Virtual Private Network (VPN) product. Safe Connect isn't an antivirus product, and doesn't scan and protect your devices from viruses and malware.
  
  Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Sincerely,
  ***************************, Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21084532
  
  I am rejecting this response because:

  I don't believe that anyone has tried to reach out. I have no missed calls, voicemails, or emails in regard to this complaint. We have not received a refund of any kind, even though we were promised a refund months ago.

  We would prefer all future contact to be via email so there's no room for confusion.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/05/2024

  Dear ****************,
  
  Thank you for responding to my email correspondence, and for working with me regarding your concerns. I have sent you another email listing the charges, and refunds received on your McAfee account. This information can also be found in your McAfee My Account.
  
  Please see my email correspondence for more information regarding your account. If you have any additional questions or concerns, please feel to respond back to our email correspondence, or you may call me directly.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:01/01/2024

  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.

  McAfee without my permission erroneously and illegally set up an account in my name and set it up for auto renewal and illegally charged these charges to my PAYPAL account. When I spoke to McAfee on the phone, they informed me that when I bought my computer from Best Buy last year, I was automatically charged for McAfee and automatically enrolled in auto pay. I telephoned Best Buy and they informed that is INCORRECT. When you buy a computer, you are NOT required nor automatically enrolled in McAfee. When I was finally able to CANCEL the subscription with McAfee that I NEVER agreed to nor ever wanted, they REFUSE to refund the monies that they have overcharged me. I asked McAfee to provide me with any documentation showing that I agreed to purchase a McAfee subscription and they were unable to do this since the documents do not exist. McAfee is running a SCAM on me and no telling how many others. I simply want all monies paid for the subscription that I NEVER AUTHORIZED repaid to me.

  Business Response

  Date: 01/18/2024

  Dear ****,

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

  Thank you for speaking with me regarding your complaint. I am happy that we were able to come to a working resolution towards your issue. If you have any additional questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team 

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

  Customer Answer

  Date: 01/18/2024

   
  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:12/28/2023

  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.

  On 12/27/2023, I reviewed credit card charges and found a charge for ****** charged to my card from Mcafee. I did not authorize this charge, and checked their website to see what I could do to reverse the charge or get a refund and stop auto renewals. I attempted to log into my Mcafee account, but my log in information has been compromised and I did not have a way to restore it. I called the 800 number and spoke with a person named ******, who said he would have to refer me to technical support to deal with the log in issue, and I could not ascertain from our conversation whether he had reversed the auto renewal (which I did not authorize), or the charge. At this point, I waited on hold or tech support, but no one came on the line. I then received an email showing the ticket number and that it was resolved. It was not resolved. I am unsure that there were any changes made and I cannot confirm. After this experience, I wish to cancel all services and receive a refund with Mcafee and have no mechanism to do so.I will contact my credit card company to refuse this charge.

  Business Response

  Date: 01/09/2024

  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.
  
  I am unable to locate a McAfee subscription associated with ************************ into the attached service request 1-170264761, associated with the account ******************,it appears the last charge associated with this account was the automatic renewal of $95.61 on June 21, 2023. Is there a different email address the charge received may be associated with?
  
  Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Sincerely,
  ***************************, Executive Customer Assistance Team, **********************