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:12/23/2023

  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 calling McAfee to cancel my subscription and they refunded me a portion but now I have 3 subscriptions that I do not need. They sold me a subscription but I already had one active subscription. Why were they trying to sell an elderly person who is on a fixed income another subscription that I don't need. What kind of business are they conducting? They stole from an elderly person and rthere is NO WAY to cancel my subscription online and I was on hold for hours. Please help.

  Business Response

  Date: 01/09/2024

  Dear *****,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your case and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.  

  
  Please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.

  Sincerely,

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

  
  

  Customer Answer

  Date: 01/09/2024

   
  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:12/22/2023

  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.

  Dec. 7,2023, I paid McAfee $89.99 for a year subscription of computer virus protection. Dec. 13, 2023 they informed by email that I was not covered. Dec. 14, I complained about it to them by email.They've been completely unresponsive.

  Business Response

  Date: 01/16/2024

  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. 
  
  If you recently purchased McAfee, but don't see it on your device, or you are seeing expiration alerts, you can re-install the software from your McAfee account, *****************************************. If technical support is needed, our support team is available to assist. You can reach our support 24/7 by phone at **************, or by chat for technical issues at **************************************************.
  
  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:12/21/2023

  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.

  I was double charged for antivirus software auto renewal. Emailed McAfee and they called me a few days later. after 30 minutes on the phone they agreed to credit my account for the double charge. two weeks later my antivirus stopped working and showed not renewed. I emailed them again and they claim no knowledge of my transaction.

  Business Response

  Date: 01/05/2024

  Dear ****************,
  
  This is ***************************, with McAfees Executive Customer Assistance Team. I want to thank you for working with me regarding your concerns.
  
  As mentioned in our email correspondence. I was able to locate a second account associated with the email address ********************************* does appear there was a chargeback submitted for the order associated with this account. Once we can confirm the status of the chargeback, we will ensure your refund is received.
  
  If you have any additional questions or concerns, please feel to respond back to our email correspondence, or you may call me directly.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21043293
  
  I am rejecting this response because: McAfee charged my card for my account under ********************* and an account that has not been active for over 10 years at ******* wireless. Two charges at $164.61 only one credit was issued and I have no access to hardware. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 01/24/2024

  Dear ****************,
  
  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 order PL3383770877 associated with the account ********************* was refunded on November 2, 2023, when you contacted our support team. The order PL3422497948 associated with ****************************** that was charged on January 2, ****, was submitted for a chargeback, so we are unable to process a refund back to the original form of payment at this time.
  
  Since a chargeback has been submitted for this order, there is an investigation open with your financial institution. To expedite that process, you can send confirmation from the financial institution stating they did not credit you for this charge, and we can submit for a check refund while the investigation gets closed, and cleared from our system.
  
  If you have any additional questions or concerns, please feel free to call me directly, or you may reply to our email correspondence. 

  Thank you, 

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

• Initial Complaint

  Date:12/21/2023

  Type:Order 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, ************************* from 96 ************ in the *****************, *************, never consented to yearly auto-renewal for McAfee. Refer to the charge from the 27th of September 2023 in the amount of $159.36. My son, *************************, was illegally detained at the ************************************** from the 28th of September 2023 through the 13th of December ********************************************** with cancelling this unauthorized recurring charge.

  Business Response

  Date: 01/02/2024

  Dear ******************,
  This is ***************************, with McAfees Executive Customer Assistance Team. We have received your case and would like to get in touch with you regarding your concerns. I have tried to contact you, but have not been able to reach you.

  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, I was able to locate that auto-renewal charge of $159.36 associated with an email address of ************************* and a refund has been processed. You should see those funds available to you within 5 business days.
  

  If you have any additional questions or concerns, I can be reached at the contact information notated in my email correspondence.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:12/18/2023

  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 LLC., has setup an automated subscription in 2018 without my knowledge. Ive not seen any annual charges until now. This subscription auto renews every year for $489. McAfee has stated that the subscription would continue unless I pay $279 for cancellation. I was not given an option to cancel without paying the cancellation fee. Im requesting help to have the cancellation fee reversed.

  Business Response

  Date: 01/03/2024

  Hello ************,

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

• Initial Complaint

  Date:12/16/2023

  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.

  Every year they automatically charge me and then give you a hard time getting your money back.THEY ****

  Business Response

  Date: 12/21/2023

  Dear ****************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your case with the Better Business Bureau, and I 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, **************************************************.
  
  That being said, I see that you were able to successfully reach our support team on December 15th and a refund was processed for the recent auto-renewal at that time, and the account was deleted as well.  
  
  If you have any additional questions or concerns, I can be reached at the contact information notated in my email correspondence.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:12/13/2023

  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.

  Ive been a customer of ********************** LLC antivirus program since 2013 .The last two years, provided me free mcAfee antivirus. I received my 11/27/23 **************** statement showing a charge from McAfee LLC for $119.48 posted 10/29/23. I called McAfee to get a refund for the auto renewal charge and cancel auto renewal. She cancelled auto renewal and told me I was out of the return window, and wouldn't get a refund. There were two accounts for me, one I was charged for and one through **** After a hold on the phone, ******* said she could help me with a partial refund and I would have to pay the difference. While on hold, she was trying to process the partial refund, and the call dropped. I found the terms for cancellation and request for refund of auto renewals. Their policy states: AUTO-RENEWAL AND CANCELLATION TERMS: If you turn on auto-renewal, and unless you choose to cancel your subscription, it will renew automatically on an annual basis, and you will be charged the renewal subscription price in effect at the time of your renewal. Pricing is subject to change. Payment will be taken 30 days before your subscription renews unless you cancel 31 days before the end of your subscription. You can turn off auto-renewal at any time in the My Account page. You may request a refund by contacting Customer Support within 30 days of initial purchase or within 60 days of automatic renewal charge (for 1 year subscription terms or longer).******* did not give me the correct information because according to their policy terms, I can receive a refund within 60 days on auto renewal charges. At 9:20 AM, I received a voicemail telling me that they couldnt give me any refund at all.Attached are photos of call references and email.

  Business Response

  Date: 12/21/2023

  Dear ****,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your case with the Better Business Bureau, and I would like to get in touch with you regarding your concerns.
  
  We do apologize for the poor experience you have had with our support thus far. To ensure your interactions are thoroughly reviewed, I have requested all contact and call recordings in relation to your previous case(s)be pulled and sent to me personally. The experience you described is not our standard, and we would like to check into this further.
  
  That being said, I do see that you were able to connect with our support team again on December 16th and an agent was able to assist with the refund of the recent auto-renewal, and helped process the order for a new subscription. 
  
  If you have any additional questions or concerns, I can be reached at the contact information notated in my email correspondence.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:12/13/2023

  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 specifically told McAfee to cancel my subscription in October and again in November 2023 Now they have charged me $246.11 for a renewal I don't want. I called them allegedly si ********** but got an unintelligible person.The bill # *********.Invoice # x3rtpr1tqc57 Order# 1j9zedyaewf Thank you

  Business Response

  Date: 12/27/2023

  Dear *******,
  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your case and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.

  McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. Our records indicate that your subscription was removed from the Auto-Renewal program on December 12, 2022, and expired on December 12, 2023. 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 *******************************. 

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:12/13/2023

  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 have been a paying subscriber for years (McAfee Total Protection). Over the past several months I have been getting more and more notification popups. What was once a few days is now every day, multiple times a day. Originally, we had the option under general setting to disable "informational" notifications. This has since been removed with software updates. I reached out to McAfee technical support to get one technician who could not help me but say they are looking to bring the option back. After getting spammed three times within an hour, I reached back out. This time I was told the Ads were part of my normal subscription tier and that I would need to upgrade to one of their newer premium tier plans to remove the ads. I was then told not to worry as Holiday Sales were going on and they could upgrade me for $89.99 compared to $189.99. I have over 200 days left on my current renewal. McAfee is spamming customers in an effort to push their new subscriptions. If I wanted to use your VPN, Identity Protection, Cleanup Utility, etc. I would have already purchased your additional products. Please stop spamming us and bring back the ability to disable these popups for customers who were already paying for your product.

  Business Response

  Date: 01/18/2024

  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:12/12/2023

  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 DECLINED TO FIX THE COMPUTER THAT I HAD AND IT CRASHED BECAUSE OF OVERSEAS ALL THEY DID IS CRASH MY COMPUTER

  Business Response

  Date: 12/27/2023

  Dear *****,
  
  This is ************************* again, with McAfee's Executive Customer Assistance Team.
  
  Thank you for speaking with me regarding your McAfee software experience. Again, I sincerely apologize that you were not happy with your McAfee experience. At this time, I can confirm that your most recent subscription renewal was refunded on December 10, and your subscriptions are no longer enrolled in ********-Renewal Program. 
  
  If you have any additional issues or concerns regarding McAfee in the future, please feel free to contact me directly. 
  
  Sincerely,
  *************************
  Executive Customer Assistance Team
  **********************