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:11/30/2023

  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.

  Hi, it was around Nov 7, or 8th. I thought I was reaching out to the actual company for protection. I had stated I was a victim of information on the *** I spoke w a gentlemen for a few hrs setting up my computer for protection. it was rather loud in the backgroud.I did mention it, Im not sure what was done, but it was still a bit loud. he asked for permission to access my computer. he showed me in my email. where ther were attempts to breach my computer. he said, moving forward w McAfee security it wouldnt happen again. He quoted me several prices I went w $199.99 w tax for 2yrs. On Sunday N0v 26 my bank notify me that someone try to use the card I payed McAfee w online for $1413 from Barma. I called to day 2 different times. The 1st person had no info on me & the confirmation # i gave showed up but I was scam by a 3rd party. He mention the priced I paid was to high & that what I was getting should have been no more than $50. Upset I hung up & called another # Once again it was loud, but not as loud. The gentlemen name is ******. He apologized & proceeded to help. Buthe had me download something I think it was www.supportme. He looked as well had access to my computer. But only to bring up the McAfee page. He qouted me a higher price of $299.99 I mention the price I saw on the web page for $50 he said it was basic coverage. I am not sure how to contact anyone from McAfee. Is it a legit company? I tried ****** search but still feel like I am coming up empty. I would like to speak w someone to resolve this issue. Or is *************** are better. I went w McAffe for I heard it was the best.Warmest Regards,*****

  Business Response

  Date: 12/12/2023

  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.  

  
  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 my e-mail messages. I look forward to assisting you.

  Sincerely,

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

• Initial Complaint

  Date:11/28/2023

  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.

  Renew subscription would not cancel it. Gave me the runaround.

  Business Response

  Date: 12/11/2023

  Dear ****************,
  
  My name is **************************** I am on the Executive Customer Assistance Team at **********************. Im happy to hear that you were able to get in touch with McAfee support, to confirm that the email received was a phishing attempt using the McAfee name.
  
  As mentioned in my email correspondence, I am unable to locate a McAfee account associated with *************************** originating from McAfee will come from a sender with a mcafee.comdomain, and our official support contact information can be found and verified at *************************************************;
  
  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.
  
  You can forward potential scams using the McAfee name directly to ********************************
  
  We apologize for any frustration or concern the phishing email may have caused you.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:11/27/2023

  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 i currently making my computer use miserable by badgering me with constant popup , telling me my computer is infected with X number of viruses & that I can solve this problem by purchasing their software.

  Business Response

  Date: 12/07/2023

  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. 

  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 my e-mail correspondence. I look forward to assisting you.

  Sincerely,

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

• Initial Complaint

  Date:11/27/2023

  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 purchased Antivirus from these guys THROUGH CashApp, who refuses to assist me, they are getting a BBB complaint filed next. We consumers are sick of getting screwed. The firewall, private VPN and other features NEVER worked since day 1, but I didn't realize it until the second month of having it that i was in fact NOT protected as I thought I was. I called customer support NUMEROUS times.. they always fixed it but then it always broke again wasting enormous amounts of my time. They just told me whatever I wanted to hear. I DEMANDED a refund of my $71, they ALWAYS say the manager who can override the 30 day money back guarantee is not in office and will call back. OF COURSE they never call back. They hide behind a sleazy call center in *****. They refused to call me back I will not accept this. I can't upload all the screen prints from my phone and proof of purchase and call log here... can you give me an email address related to this case where I can upload screen prints, call logs, error messages and actual pictures of my screen that screenshots would not capture? It was always freezing up, had to constantly reboot computer. The way that have handled this PROOVES they KNOW it is a scam. SHAME ON MCAFEE a big name, hiding behind a call center in ***** who coulnd't give a rats behind about me or my lost money

  Business Response

  Date: 12/11/2023

  Dear ***,

  Per our conversation on 12/7, McAfee has issued a refund for your purchase of McAfee+ Advanced - Individual. We sincerely apologize that you were not satisfied with your McAfee experience. 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:11/26/2023

  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 need a resolution to get the refund that the company guarantees during 61 days of auto-renewal. On October 24, 2023, my credit card was charged $149.99 (invoice # CS3378785048). I have called the customer service number on November 25, 2023. I wanted to stop my renewal and get my refund since 1. The offered "regular" price is non-competitive. 2. I have never activated the renewed subscription and do not plan to, and thus, it is fraudulent to charge me "if they do not provide any services." 3. I am within 61 days of the full refund policy.I have attached the email I received during this call that does not indicate a refund. When I asked the customer service representative the third time about the refund and explained its justifications, he became argumentative and rude. My expected solution is to get a full refund. Please do not ask me to call your customer service since I already did; these calls are a way to frustrate and trick customers. A transcript of my call can confirm my words if needed.

  Business Response

  Date: 12/06/2023

  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 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:11/25/2023

  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.

  Received an email from my PayPal that mcafee charged me ***** for something that I never purchased. I called them twice and was hung up on both times. They said they dont see any purchases from me to refund. On my PayPal it says to contact mcafee for a refund and has all of their information on the PayPal email. I asked for a supervisor and was hung up on then too.

  Business Response

  Date: 11/29/2023

  Dear ****************,
  
  My name is ****************************  I am on the Executive Customer Assistance Team at **********************. We have received your complaint that was submitted, and would like to get in touch with you regarding your concerns.
  
  The attached invoice appears to be a phishing attempt using the PayPal name. We are unable to locate a McAfee account associated with **************************** and the website www.mcafeehelp.com provided on the invoice is not a legitimate website. McAfees official support contact information can be found and verified at *************************************************;
  
  We would advise confirming with PayPal that you have not received a charge, and reporting the phishing email to them directly.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:11/25/2023

  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 was charged $380 for McAfee antivirus software which I never ordered. This is the 2nd time this has occurred.

  Business Response

  Date: 12/06/2023

  Dear ****************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I have tried to contact you, but I have not been able to reach you.
  
  Based on your description, we suspect you may have received a phishing email, using the McAfee name, stating you would be charged. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.
  
  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, **********************

• Initial Complaint

  Date:11/22/2023

  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 tried to cancel my subscription to Mcafee antivirus service in October (***** not sure)2023 .At first they said I didn't have an account than after a few minutes said I did. they wouldn't let me cancel saying I had an automatic renewal. The only way to cancel was to get a manual renewal costing around 180$. He said he was the boss and there was no one to talk to. I hung up called credit card *** to take charges off. they took charges off for 2022. I had to call them back put those charge on and take charges off for 2023. Charges were taken off I filled a complaint paper with credit card *** Now Mcafee just charged my credit card again on 11/15/23 for $158.99. I no longer have that computer or one that needs this service. Reference number *****************.

  Business Response

  Date: 12/04/2023

  Dear Mr. ******
  
  My name is **************************** I am on the Executive Customer Assistance Team at **********************.
  
  As mentioned in our email correspondence, I was unable to locate a McAfee account associated with ***********************but I was able to locate the charge associated with ***********************  
  
  Based on your description, we have concerns you may have inadvertently contacted a third party support purporting to be McAfee. I was unable to locate any support contact records associated with either of the email addresses, and McAfee does not charge a cancellation,or renewal fee, to process a refund.
  
  That being said, the refund for the recent auto-renewal of $158.99 has been processed, and the auto-renewal feature associated with your subscription has been cancelled. If you have any additional concerns regarding McAfee, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Time (US). If you prefer to communicate by email, you may respond to our email correspondence.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:11/22/2023

  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.

  Nov 5 was charged ***** for service not rendered.. Called McAfee for a refund and they took off the charge two weeks later the charge was back on my discover card. I have used the company in the past and should now better then trust them.. Nov 5 2023 was charge date.

  Business Response

  Date: 12/13/2023

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

  Business Response

  Date: 12/13/2023

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

  Business Response

  Date: 12/13/2023

  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:11/21/2023

  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.

  McAfee Security Scan Plus is automatically installing on my PC. I did not purchase the software. I have had to use the McAfee **** tool to remove the software but it continually comes back. It prevents the antivirus I did purchase from running, leaving my computer vulnerable. Having to download and run the **** tool is a hassle and very time consuming. McAfee should not be installing software automatically and something needs to be done about it.

  Business Response

  Date: 12/15/2023

  Dear Ms. *******,
  
  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,
  *************************