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:12/11/2023

  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.

  This company installs software on computers as a free trial upon purchase. They have repeatedly used their access to banking information in my computer to bill my account more than $127 three times calling it an auto renewal. It appears that this is criminal activity as well and Ill be filing that complaint also. Consumers need to be aware that this software that is on computers when purchased is used to create fraudulent charges using information that is accessed without permission.

  Business Response

  Date: 12/18/2023

  Dear ****************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  
  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:12/11/2023

  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 turned off auto renewal last year and Mcafee still processed an auto renewal. I have been trying to reach this company for over a week. Their hold time is outrageous. As Im filing this complaint Im currently holding for their customer service support for 2 hours. I wish I kept track of my other hold times because it would be 3 + hours. I just want my money refunded that was charged to my account on 11/27. Their website states I have 60 days to request my refund. Their website does not allow you to process a refund request so I must hold. I would like the BBB to help me obtain my refund. I also attached a photo showing the charge and another showing my hold time so you know that I am not lying.

  Business Response

  Date: 12/21/2023

  Dear ******************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  My apologies for the trouble you had trying to reach support. As I mentioned in my email correspondence, I have not received any other reports of hold time, so I have reported your issue and phone number to our telecom team for further investigation.
  
  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 11th,and a refund was processed for the recent auto-renewal of $130.34 at that time.
  
  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:12/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several years ago I had a recurring subscription with McAfee billing to my credit card which was cancelled. They continued auto charging. I contacted them again to cancel this auto renewal. Then within several months of that cancellation they started billing under a different account # I did not set up. I again called and cancelled any and all accounts listed to me. Over a year and a half or more has went by, and now they are again billing my credit card with an auto renew which I have not requested. I am contacting the company to cancel this as I did not request it and to never bill me again. When I reach someone as soon as I say I have a billing dispute. I get disconnected.

  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 complaint. I am happy that we were able to locate the account that you were continuing to be billed for a subscription that was still enrolled in our auto-renewal program. Per our conversation, I have stopped further renewals from this account, and was able to issue a refund for the 2022 charge back to your payment instrument. Additionally, a check refund will be provided for the other amounts discussed during our conversation. 

  If you have any further questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 01/04/2024

   
  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. Provided I receive the check for the previous years as discussed.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  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.

  11/30/23 I went to renew my subscription on McAfee site when I clicked on the site it took me to another site and they proceeded to access my computer and told me I would have to let them put the antivirus on. I let them into my computer and it was a scam. Why would they put a bogus company on their website. I believe they should refund my money and take that bogus company off. The company is PC Magic. I then called McAfee and they took that scam off, but they have bogus information about me that they were sending out. I had to purchase another package and I think McAfee should put up all the costs for all the harm they have caused me.

  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.
  
  We have reviewed your complaint, and regret to inform you that McAfee is not affiliated with PC Magic *** in any capacity. McAfee will only communicate with you directly through the software installed on your device, or by email from an email address ending in "@mcafee.com". If you incurred a charge from any entity holding themselves out as McAfee, but the charge does not state that you were charged by McAfee, LLC, we urge you to dispute this transaction as fraudulent with your financial institution. 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.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20988190
  
  I am rejecting this response because:
  ******* says that theyre not responsible and that theyre not affiliated with ** magic. Point being I was on the Macafee app and there was a link on their app that took me to the ** magic. That was on their app so somethings wrong with their app and I shouldnt be responsible for it.
  Sincerely,
  
  *********************

  Business Response

  Date: 01/11/2024

  Dear ********,

  As I attempted to explain, the experience you had was likely the result of a push notification made to appear as the McAfee user interface. We have no instances of our software connecting customers to a third party to purchase our software. There are, however, instances of customers receiving fake McAfee notifications and/or emails from unaffiliated third parties, who hold themselves out as McAfee, in an attempt to defraud customers. Again, we strongly suggest that you report the charge you incurred by PC Magic *** as fraudulent to your financial institution, as McAfee has no relationship with PC Magic ***, and did not collect the funds that were taken from you.

  Kind Regards,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 20988190
  
  I am rejecting this response because: this is not satisfactory.  I was on the McAfee site when I had a link that said (from McAfee) that to install McAfee, so it was on their site that I received the scam.  As I have said before I went to Staples and several employees said that McAfee was having problems on THEIR site with scammers.  They should have notified their users regarding the scam so I feel it is their responsibility.  I did notify my bank and they discontinued that charge card.  McAfee you are responsible.  I've seen on the BBB where others have had the same problem as me so YOU should take responsibility for your negligence.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/09/2023

  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 charged my **** charge account $149.99 on Dec 4, 2023 ( Transaction # ******************) while I did NOT contract with them for their computer security services.I contacted McAfee and requested a refund , which they refused, and told me I had to get it from my Internet provide, Xfinity/Comcast. My contact with Xfinity revealed that they had nothing to do with the McAfee company of the **** charge. I have called McAfee since and again requested a full refund without success, while their advertising says a full refund is available within 30 days!I am wondering how many others are the target of such CC charging practices ?I request that the San **** BBB assist in getting me a full refund. Thank You

  Business Response

  Date: 12/19/2023

  Hello ********************,
  
  This is *************************** from McAfees Executive Customer Assistance Team. I want to thank you for working with me regarding your concerns.
  
  If you have any additional issues or concerns regarding McAfee 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: 12/19/2023

   
  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:12/07/2023

  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.

  This company continues to charge me despite my subscription expiring and never renewing and never turning on auto-pay. I have contacted the company and they have continued to charge me despite not renewing my subscription and making sure auto pay was turned off. I'm not receiving or using their services on any of my devices.

  Business Response

  Date: 12/27/2023

  Dear *****,

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

  Thank you for speaking with me today regarding your complaint. As discussed, we have issued a refund for the September renewal of your McAfee LiveSafe subscription back to your payment instrument. As for the most recent charge from December 6 for your McAfee+ Advanced - Family subscription, we are working to return your funds electronically back to your payment instrument. If we are unable to return the funds electronically, I will be reaching out to you to confirm your current mailing address, so we can send you a check refund. As noted, the automatic renewal has been turned off for this subscription as of December 17, so there will be no further renewals for this subscription. The automatic renewal feature must be turned off for each subscription individually after purchase. Currently, you have no subscriptions enrolled in automatic renewal under your account.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:12/04/2023

  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.

  Call # ************* with McAfee.I had a renewal charge on a card I removed from my account a month or so ago-card ending in ****. I have a different card on my profile which I added to my account a month or 2 ago--card ending in ****. I called McAfee wanting to know how do they have the right to charge a card I removed from my account and I no longer see in my profile because I previously removed it. They charged a card I did not have on my account any longer. They should have charged ****, but they charged **** instead. I am livid. I am frightened how a business can have access to account info I deleted from my profile. I want to remove all financial info from my profile, but the website won't allow me to do this. How can I trust a company to provide virus protection when they can't even charge the correct card?

  Business Response

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20955628
  
  I am rejecting this response because: I don't know why the BBB asks me to accept the business response since you will probably close this out if I say I accept the response. ******* sent me an email asking for a screen shot, and I replied back to the email with the request. Therefore, this case is still ongoing. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/03/2024

  Hello **************,
  
  My name is *****************************. I am on the Executive Customer Assistance Team at **********************. The issue you described is currently being researched and worked by the appropriate team at McAfee. We will keep your case open until that matter is resolved.
  
  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.

• Initial Complaint

  Date:12/03/2023

  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.

  Over the past 4 months (at least,) I have been receiving daily marketing popups coming through LiveSafe, which is installed on my computer. Sometimes I get more than one a day. I attached one of them- the second one I received on September 4.I have contacted McAfee about this nuisance many times, and the usual response is "we are working on it." I can't understand why a company that is supposed to make online life safer and easier cannot fix this.I'd like to continue using McAfee but cannot put up with this anymore.

  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. 

  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.

  Thank you for contacting McAfee.

  Sincerely,

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

• Initial Complaint

  Date:12/03/2023

  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 never ordered anything from mcafee and they went into my account and took ****** and I never ordered anything from them how they got my information I dont know one thing I do know is this is criminal and needs to be stopped because

  Business Response

  Date: 12/13/2023

  Dear **************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  After review of the matter, our records show that a McAfee Total Protection subscription was purchased on December 4, 2021, registered under the email address,
  *************************.
  

  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 and a refund was processed for the recent auto-renewal of $162.93.
  
  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:12/01/2023

  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 work from home for several doctors i loaded mcafee antivirus on my **mputer last year and did not have a problem. i renewed 8/21/23 at a **st of $161.99 now i am having major problems with being able to work on my **mputer as it keeps on shutting me down several times a day then i have to shut down everything and reboot my **mputer.i have worked for over 2 weeks to fix this problem with spectrum, our **mputer software ** and out it **mpany. i even went and bought a new **mputer. still had the same problem. i researched online and found that the mcafee antivirus slows down your **mputer and have had many **mplaints. i removed the antivirus from my **mputer and n ow i do not have any problems at all. i called mcafee and described my problem and said i wanted to cancel my subscription and the first person hung up the phone on me . i called back and then and spoke to ****** told him i wanted a refund for my remaining months which would be from now until 7/31/24. i asked to speak to a supervisor and he put me on hold and came back and said no need to speak to a supervisor as i cannot have a refund the phone # i spoke to was ************ This **st me a lot of work time and $ spent to buy a new **mputer

  Business Response

  Date: 12/14/2023

  Dear ******,

  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint.
  
  Per our conversation, I have issued a refund for the renewal of your McAfee LiveSafe subscription back to your payment instrument on file. We sincerely apologize for any inconvenience you experienced while using the software.
                                                     
  If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to this message or call me directly at the number listed below in my signature.
  
  Sincerely,
   
  *************************
  Executive Customer Assistance Team
  **********************