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:09/27/2023

  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.

  on 9/2723 I received an email stating that I was being debited ****** for McAfee Security, when I called to state I had not signed up for this contact I was told that I did, that I was a liar and that I was stuck in a 5 year contract and that I would be charged ****** every year or that i could pay 180 today to cancel. When I told them that I didn't want the service and that I had not signed up I was hung up on, I called back to another rude representative that again called me a liar and that I did sign up for this contract.When I finally got into this account that I so called created, I saw that I was mistaken I had signed up but for a 2 year $69.99 service that is set to expire 1/22/24, It also showed that I have not used any of the activation keys to activate this service, I haven't used it at all.This representative called me liars, threatened to charge my card every year told me that I could not cannel, to deal with the bank. If I didn't sign up how do they have my info, called me more liars, then hung up on me again.

  Business Response

  Date: 10/02/2023

  Dear ****************,
  To confirm, the email you forwarded to the Better Business Bureau did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.  Additionally, the phone number mentioned is not a McAfee phone number, and the information provided in the email are not official McAfee details. Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************.
  
  I do see the purchase for a McAfee Total Protection subscription that was placed on January 18, 2022. You may request a refund by contacting **************** within 30 days of initial purchase or within 60 days of automatic renewal (for 1 year terms or longer). That being said, I have processed a refund for the $69.99 as a goodwill gesture. You should those funds available to you within 5 business days.
  
  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:09/24/2023

  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.

  I had renewal set-up for McAfee Virus Protection, but never received the email that the auto-renewal was going to charge my credit card to turn off the auto-renewal. My Discover credit card ending in **** was charged 7/19/23. I found on the website if I called within 30 days I could receive a refund. Within a few days of the charge, I called McAfee and requested a refund, but was discounted from the representative. I waited a few days, called back and requested a refund again. Once again, I was disconnected from the representative. I called one final time, requesting a refund within the 30 days of 7/19/23. This time the representative tried to convince me to keep the subscription, and I said no, I just wanted a refund. She asked for my card number and I was disconnected once again. I called ************* to ask for their help. They initiated a claim. I received a letter that I received a permanent credit and thought the ordeal was done. However, on 9/1, I was charged ****** again. I called Discover and Discover stated McAfee said I never contacted them. I explained once again I contacted on three occasions on three different days within the 30 day refund period and was disconnected each time. How can I ask for a refund if I am consistently disconnected and the individual does not speak clear English and understand what I am asking. I just want the ****** refunded that is it. McAfee has made the process difficult to contact and speak with a customer service representative that can understand English and not be disconnected from the call. I tried to complete online and it stated I had to call the customer number phone number listed on ********************** site.

  Business Response

  Date: 10/16/2023

  Dear *********,
  
  This is ************************* again, with McAfees Executive Customer Assistance Team.
  
  Per our conversation, I have issued a refund of $158.99 for the renewal of your McAfee LiveSafe subscription, and have ensured that the auto-renewal feature is disabled to prevent future charges for this subscription. We sincerely apologize for any inconvenience you may have endured, while attempting to resolve this issue.

  If you have any additional questions or concerns regarding your McAfee account, 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:09/23/2023

  Type:Sales and Advertising 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.

  Advertising scare tactics. I was searching on the internet Thursday 21 September 2023 for freeware on Sketchup 3D. All of a sudden my computer was frozen and McAfee says that I have been infected/hacked and that my subscription had expired. I paid for a subscription renewal immediately and when I went to review the subscription to see why I missed the auto renewal I see that I have 3 current subscriptions all getting charged at different dates. I believe that this isn't the first time this has happened but I cannot be certain.

  Business Response

  Date: 10/04/2023

  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: 10/06/2023

   
  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:09/21/2023

  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.

  7/2023 I signed up and paid for Antivirus protection. I had nothing but problems and incompatibility with my devices. Numerous phone calls requesting a refund, per their (guarantee of satisfaction) They repeatedly told me that they would not refund, wanted access to my devices (not granted) because I probably installed wrong, I quoted articles that clearly stated that their product was not compatible with my current iPad updates. They wanted to call ******** to remove the McAfee protection included in my cellular agreement because they blamed that as the problem. No. I have read that they are putting viruses on computers of complainants. I want them to be accountable for their products, their guarantee and to leave me alone. Constant harassment. I have emails stating that they resolved my issues. Lie.

  Business Response

  Date: 10/04/2023

  Dear ********************,

  To confirm,the attached email you provided to the Better Business Bureau did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point. Additionally, the information provided in the email are not official McAfee details. Emails originating from McAfee will come from a sender with a mcafee.comdomain, and our official support contact information can be found and verified at *******************************************.

  You do have a 1-User McAfee Multi Access subscription through ********* Since you obtained that McAfee subscription through ******** directly, support is also provided by ******** for the subscription on your Android. They would be able to assist with any cancellations, refunds, or uninstalling from your Android, since that subscription is provided directly through them. There should be a special team at ******** who can escalate issues to McAfee if necessary.

  A refund has been processed for the McAfee+ Advanced-Family subscription that you are having trouble re-installing after an update. You should see those funds available to you within 5 business days.

  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:09/21/2023

  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.

  We purchased back in July what they call a ultimate Plus Plan in the amount Of $299.99. We were under the impressing that we were covered on both devices. I have a laptop and my wife has a iPad. We had a mix up before and they fixed but when I tried to get on my laptop last night because it was running slow. I contacted the business and they stated that my laptop was not covered and that the iPad was only covered. We requested a refund but was informed to call our bank. I would like my money back in the amount of $299.99

  Business Response

  Date: 10/02/2023

  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:09/20/2023

  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.

  2 days ago McAfee pulled out $****** out of my checking account today I have a $34 overdraft on my account due to ********************** pulling that money I have called McAfee for the last several days explaining to them the situation they claim that they refunded to ****** to my account it has not been put into my checking account on top of it we explained to them that the overdraft charges were their responsibility due to they pulling this money unauthorized because we told them not to pull any money out of our account they ran me around for the last several days of supervisors will talk to me they hung up on me they delayed my answer to the question about getting them to take care of the overdraft because of their mistakes I'm fed up I just got off the phone with them after being there on the phone for over an hour I am very disgusted with the service of magazine and I require them to pay the overdraft amount like they're supposed to and the amount that they pulled out back into my checking account I am filing this report to let them know that I told them I would be explaining the situation and let the world know how they are treating customers and people that dealt with them in the past how they're taking money from people and causing issues and not taking care of it and then when you call in they give you the runaround I wash my hands of this situation I require them to give me the refund the full amount of $****** and the full amount of $34 for the overdraft and including any overdraft that *** occur until that money is in our bank account I hope the right person sees this and we can get it corrected thank you and have a great day.

  Business Response

  Date: 09/25/2023

  Dear ******************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  
  Your subscription was renewed due to its enrollment in McAfees auto-renewal program. You can learn more about the auto-renewal program in this article from the McAfee Knowledge Base: ******************************************************************************************************** . You can view and update the auto-renewal enrollment status from your McAfee account. Full instructions can be found in this article, ******************************************************************************************************** .
  
  If you have any additional concerns regarding this inquiry, please feel free to contact me by replying to my email sent to the email address provided with this complaint. I am available Monday-Friday, from 7am to 4pm Central Time (US).
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:09/19/2023

  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.

  i bought a laptop in 2016 and purchased McAfee Antivirus and had it on auto-renewal. In 2021, I bought a new laptop, which had McAfee Antivirus already installed, and logged into my account to continue my subscription on my new laptop. After a second fraud alert from my credit card and bank card from McAfee for renewal, I checked my McAfee account and noticed that I was double paying for service under my account on 2 different subscriptions. I called McAfee customer service on September 19, 2023 and expressed my displeasure with colorful language and they said that when I went to login on my new laptop to further my one subscription on my new device that I authorized a new subscription. Since it is more than 60 days from one subscription being expired, they (McAfee LLC) is not going to refund me any over paid monies paid.

  Business Response

  Date: 09/28/2023

  Sent the customer an email to process refund.

  Hello ******
  
  My name is ************************* with McAfee Executive Customer Assistance Team. I have read over your case and see that you have requested a refund for multiple subscription. Please go to www.mcafee.com/support/rr, and fill out the Refund Reimbursement form. You will need to include your service request number 1-159858021, your email, Plus basic information that's required. Once you've submitted the form, a confirmation page will appear to confirm that it's been submitted successfully.  After it's been approved, it typically takes up to 3 weeks for you to receive your refund.  Please submit your reimbursement form within 10 days from the date of this email. 
  
  Thank you,
  
  ***********************************
  Supervisor, Customer Service
  ***********************************************************************
  ****************

• Initial Complaint

  Date:09/19/2023

  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.

  My computer was fine, macafee antivirus expired a couple years ago but lately they've been sending almost 12 pop *** a day constantly sometimes more disrupting my work so I erased the software then reset my computer like they required me to do and when it came back it has a virus now..I have windows 11 including Windows defender which would have alerted me but I can't get into my computer yet was sent a pop up claiming they can fix the problem. But how would they know about the problem unless they caused it since I erased their software? Thousands of different people online are all complaining about the same thing..they send a virus when you uninstall their software .that's destruction of property and they solicit you offering to fix the problem they just caused..they at least need a warning since it happens to everyone..this happened this morning and now my computer is broken and I have work to do...so I don't get paid because I was sick of them disrupting me and my work and I probably have to pay to fix my computer, I might end up on the street because of this..that's really not fair when all I did is take advantage of a deal for a years service and paid it promptly the whole year at once.. Please do something about this ..do a little research and see how many people online have the same claim as I do..there's more that do then don't I would bet money on it..they need to be stopped and remove the viruses free of charge or pay someone else else since there will be probably at least a million (if not more) claims once people notice someone brought the problem to maybe the only organization that could help stop this dishonesty being bestowed upon every person that buys the product without a lifetime subscription..try it on a old BBB computer and.see for yourself..when it does happen I think pulling that on the BBB should be an even bigger penalty..imagine it was on a network computer and what could have happened.its not a nice thing to be doing

  Business Response

  Date: 09/25/2023

  I reached out to the customer via email and confirmed that we will be willing to set up a ticket with our Tech Support Assistance Team. 

• Initial Complaint

  Date:09/19/2023

  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.

  We encountered a virus or malware that claimed to be McAfee software and needed to upgrade our protection, we couldn't load or navigate any browser without the advertisement popping up. We called McAfee virus protection team to address, they transferred us to two groups until one team finally logged into our computer and deleted the program causing the issue. In the process the technician deleted everything on our computer - various programs, software, power points, documents and pictures we've been using for several years. The technician lied when confronted. we called and spoke to a supervisor - *******, who validated from the call recordings that the tech did delete everything and then lied about it. We have been trying to recover things ever since mid August. ******* got us to a tier two support who tried to recover things and have not been able to and escalated to level 3 on September 3rd. We have been waiting for a call back since - I've called daily asking for a call back and no one is calling back - its now September 17th without a call back or resolution. Case Number: 1-155746281

  Business Response

  Date: 10/09/2023

  Dear ***,

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

  Per our previous conversation, we are currently working internally to provide your previously requested resolution regarding this matter. The circumstances are still under view, however, once I receive further communication regarding your service request, I will be sure to contact you immediately. We apologize for any inconvenience, and thank you for your continued patience.

  Sincerely,

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

  Executive Customer Assistance Team

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

   

• Initial Complaint

  Date:09/18/2023

  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.

  The company refuses to delete my account which was deleted last year. They are additionally trying to charge me $180. They refused to put me on with a supervisor.

  Business Response

  Date: 09/27/2023

  Dear ****,
  
  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me today regarding your BBB complaint.
  
  Per our conversation, your most recent subscription renewal was refunded on September 19, and your auto-renewal was turned off. Additionally, I have removed your payment details from our system, and marked your McAfee account for deletion. Again, I apologize for the support experience you had during your attempts to get this matter resolved.
  
  If you have any additional questions or concerns regarding McAfee in the future, please feel free to contact me directly for assistance.

  Sincerely,

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

  Executive Customer Assistance Team

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