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:10/17/2023

  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 originally purchased the McAfee Total Protection Security ware for my new MacBook Pro on Sept 18 for one year subscription . I was given false information and told I had to purchase an extra support in order to initiate all the features and be walked through set up. I inquired but the young lady insisted it was the only way to proceed with setting up features. I did it but then was told you already did the set up we help you with. I called back to get my money back and was refunded for both one year subscription and extra charge. That tech apologized and gave me two year subscription for discounted rate. That was the first lie they told.Since Sept 25, and the start of my 2 year subscription, I have had to call McAfee a minimum of 4 times due to product not working properly. The firewall and real time scanning continue to be defective. Each time I speak with a tech they uninstall and reinstall and say This is an ongoing issue and the higher support team is working on it. You have to wait to be contacted by higher support. We have your contact information. There is no timeline. You just have to wait. Meanwhile the device is at risk. This issue has persisted for weeks. Every time I call and inquire, I am read the same script and told all they know to do is uninstall and reinstall. Today the Program Update froze as well. I called tech support. They uninstalled and reinstalled and read me the script. This is false business practice. They are taking money under the guise of computer security, and not providing the service. There is no timeline and no communication. I cannot be the only MacBook User and one would think this would be high priority. It has been weeks and my computer is at risk with no real tech support supplied. Below are the dates and call lengths I have spoken with McAfee regarding my concerns. 10/17 26 minutes 10/5 27 minutes 10/4 14 minutes 9/26 20 minutes 9/25 29 minutes 9/18 56 minutes 9/18 22 minutes 9/18 11 minutes

  Business Response

  Date: 11/01/2023

  Hello ********************,
  
  This is *************************** with McAfee's Executive Customer Assistance Team at **********************. As mentioned in our email correspondence, wed like to schedule a session with our senior tech support team to assist with the technical issues you are facing. As soon as we receive your availability, we can schedule that session for you.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/14/2023

  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.

  My subscription was automatically renewed and was charged for $99.99. Not sure how to get a refund through their terrible customer support system.

  Business Response

  Date: 10/17/2023

  Hello *******, 
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  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, **************************************************. Support is also available to assist with refund requests 24/7 at **************, for customers calling from the US.
  
  That being said, the refund for the recent auto-renewal is now in processing. You should see those funds available to you within 5 business days.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/09/2023

  Type:Customer Service 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 80 year old fathers card was cancelled d/t charges from 2 antivirus companies, including McAfee. We see no emails from either company stating that he was up for renewal. He doesnt use a computer. Just a tablet to check emails. I am trying to help him get reimbursed for the charges. The number given to me for McAfee is for a medical alert company. I cannot find an accurate way to contact this company.

  Business Response

  Date: 10/20/2023

  Dear ********,

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

  I will be more than happy to assist you with resolving this matter on your requested date of Monday, October 23. If you could please have your father's email address linked to his McAfee account, or knowledge of the payment instrument used to renew his subscription, available during our call, that would be helpful towards a **************** of the matter. 

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 10/24/2023

   
  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:10/09/2023

  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 contacted the company to purchase a 1 year subscription.  My payment was $41.99. I made this purchase with my bank debit/credit card.  I only have my bank internet statement as proof of purchase. 

  Customer Answer

  Date: 10/09/2023

  Purchased a 1 year subscription on 8/31/23 and I am unable to download it to my computer system. Asked for a refund and was told on 10/6/23 I was past a refund allowed date. The company wanted me to allow them to extend the subscription for free and to other devices and I said no. All I want is a partial refund at this time. I asked to speak to a supervisor or a manager at which time the person on the other end said they would call me back in 24 to 48 hours. This purchase was made in good faith and with a credit card so I have proof of payment.

  Business Response

  Date: 10/20/2023

  Hello ************, 
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you.
  
  Please see my email correspondence for more information regarding your refund. 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:10/06/2023

  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.

  On August 14, 2023 I purchased the McAfee+ Advanced - Family year subscription for $76.31, Order Confirmation #CS3329934932.McAfee under the subscription committed to provide me with: Antivirus, Identity Monitoring, Parental Controls for my children's cellphones. I had problems with the antivirus: I downloaded the antivirus in my laptop, but after a month thinking my laptop was protected, I tried opening the antivirus, but it was not in my laptop anymore. After numerous attempts of trying to reinstall it, a McAfee technician had to remotely install it. I don't know for how long my laptop had been unprotected.Since the start the form in their website to submit my information for identity monitoring had a glitch, that did not allow me to send the required information. Therefore, I could never use the Identity Monitoring service.Another reason for signing up to this Advanced - Family year subscription was to use the Parental Control for my children's cellphones. However, when I tried to download their Safe family app in my 2023 cellphone and my 2022 children's cellphones, it gave me the following error: "This app isn't available for your device because it was made for an older version of Android." Apparently, their parental control was made in 2021 or before, and it will not support any cellphone that was purchased after that year. On 10/1/23 I called customer service, and they inform me that "The issue has been known to them by previous clients and they are working on it. The date to solve the problem is unknown, and they cannot give me a *************."So after having problems, and unavailability of services that the Advanced - Family year subscription was supposed to provide. I would like to have my money back, my private information taken off their system and to cancel my renewal.Customer service says they will not give me my money back because it has been more than a month since I subscribed, no matter if they have not provided the services promised.

  Business Response

  Date: 10/16/2023

  Dear Cintya,

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

  Per our conversation, we have issued a refund for your McAfee+ Advanced - Family subscription back to your payment instrument on October 12. Again, we sincerely apologize for the inconvenience you endured while attempting to use the software on your devices.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 10/16/2023

   
  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:10/04/2023

  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 keeps charging my credit card $159.93 my bank worked with me I got a refund but a week or so later I received another charge for $159.93 I have never ever had McAfee. It says I'm on autorenewal I've never ever had Mcafee so how can I be on autorenewal. I'm very concerned with how they even got my numbers.Please I need this fixed.

  Business Response

  Date: 10/17/2023

  Hello ********************, 
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you.
  
  If you see a McAfee charge on your statement, but you did not make a purchase, the charge is likely a preauthorized auto-renewal charge of an existing subscription. Looking into the account **********************,I do not see any active subscriptions, or any recent charges. I do see that there was recently a trial subscription for McAfee LiveSafe, but that trial did expire in May 2022. 
  
  Please see my email correspondence for more information. I can be reached at the contact details notated in my email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/04/2023

  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 had ordered McAfee a year ago for 1 year. On 9/29 I received and email from my PayPal account saying ****** was going to be debited from my account for an auto renewal. I called McAfee right away. Customer Service said they would refund me and stop the auto renewal. Then asked if I wanted to purchase 1 year for $***** with NO auto renewal and they would just send me a statement annually with the option to renew and I agreed to this. On 10/2 I looked at my account and saw a debit of $****** on my account for ********************** for $****** so I called my bank to report it and I called McAfee. I told the person at McAfee that they had billed me in error and explained what happened on 9/29 and asked for a refund. This customer service person then tells me that the man I spoke with on 9/29 was wrong in what he had done and I had to pay the ****** and now that I paid the ***** next year another ****** would come out next year as well and I had 2 subscriptions. I tried to explain that I had emails of the refund and cancelation but he would not listen. He told me that there was only 1 way to stop the auto renewal and get my money back was to pay $279.00. I told him I would not pay this and that I was going to report them to the BBB and I hung up the phone. There was no reasoning with him and when I asked for a supervisor he told me he was the supervisor.

  Business Response

  Date: 10/23/2023

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

  
  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:10/03/2023

  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.

  There is a bug in the system that will not allow me to turn off the constant sales pitch pop-*** with McAfee. I have all notifications disabled on my system and McAfee is overriding this setting. There is no way to shut them off. I spent over an hour trying to get resolution and it was determined that this is an KNOWN issue on McAfee's side and was admitted to me it has been going on for months. Due to the inability for McAfee to shut this off, I need to find a different provider and am asking for a pro-rated refund. This was denied to me over the phone and the answer was "you'll just have to close those pop-*** on your own". There are ***** a day. Each time it pops up, I have to stop what I am doing and shift to address it. For a security company, this type of defect should be unacceptable. I am asking to cancel this service and get a refund for the remaining time as I need to find another service that does not include constant distractions. Thank you!

  Business Response

  Date: 10/16/2023

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

  Customer Answer

  Date: 10/18/2023

   
  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:10/02/2023

  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.

  McAfee charged me ****** ***** Francs too much. Since March of these year I am trying to get my money back. On July 27 2023 I had a long chat with a German speaking Mr. **************** from McAfee consumer support who provided me with an online form to get the refund. He told me that it might take 3 to 4 weeks to get the money on my Swiss Banc account. I filled out the entire form correctly and sent it off online. On August 2nd I received an English email signed by *****************************, who informed me that they received my form and that the ****** Swiss Francs "will be credited to my banc account in 3 weeks." As of today, October 2nd, I have not received a dime of refund. When calling the McAfee customer support, the German speaking ************** told me that a) the money has been transferred by the end of August and b) that my case is closed. He suggested seriously, that I send in an excerpt of my Swiss banc account of September to proof that I have not received the refund!

  Business Response

  Date: 10/23/2023

  Dear ****,

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

  Thank you for providing the necessary information to reattempt the bank transfer refund you were owed. Once I have received further communication from our accounting team on the status of your refund, I will be sure to inform you as well.

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

   

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20683526
  
  I am rejecting this response because: within the last day I have not heard back from McAfee, let alone got the refund which is due since many months.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2023

  Dear ****,

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

  I have recently provided an update regarding the status of your bank transfer refund to your email inbox. If you have any further questions or concerns regarding your refund, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:09/29/2023

  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 purchased McAfee subscription on 03/27/2024 and have not had any issues. Today Im having trouble downloading attachments. It keeps saying couldnt download-virus scan failed. I called McAfee and they say its my fault. That my new Surface Pro 9 isnt compatible with the software and I need to upgrade software to the highest tier. Which cost $289.99, they also told me its my fault because I downloaded and purchased the subscription online directly from their website and not from an agent. I just want my issue fixed, or my money back please.

  Business Response

  Date: 10/10/2023

  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 this e-mail. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

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