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:09/05/2023

  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 disabled auto-renew and did not purchase a new subscription to McAfee. I was billed anyway in the amount listed below. I am seeking a refund. I have attempted to reach agents both online and over the phone only for mutliple calls to be dropped. I am within the refund timeframe and want my money back. Current case 1-157077721

  Business Response

  Date: 09/15/2023

  Dear ******,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint and I 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 message. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

   

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/31/2023

  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.

  Over 3 years ago, when purchasing a computer. McAfee was installed where cards are registered. The free subscription. This should be un acceptable service as it takes advantage of business of others. I have not had that computer for over 3 years and have had (2) different computers since. They auto billed May 2023 for $162.36. They are billing me for services not rendered as I do not have the computer. This is theft where taking money without goods exchanged. They would not credit me the charge. I even offered for them to refund the portion unused and would concede to the months past (*even though no services rendered*). AT $162.36 would be 15.53/month. So months June, July and August would be $40.59 and would mean $122.77 should be owed back to me even though that still isn't fair to me as I did not use their services.

  Business Response

  Date: 09/08/2023

  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: 09/09/2023

   
  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:08/31/2023

  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.

  On August 17, 2023 I mistakenly purchased a one-year subscription for McAfee Privacy and Identity Guard in the amount of $44.99, Order #CS331576768 (I thought that I was purchasing a virus protection subscription). I contacted McAfee via on-line chat on August 22, 2023. According to the transcript of the chat, I was assisted by ***************. Mr. **** confirmed that I did not have a virus protection subscription and I informed him that I wanted to cancel the Privacy and Identity Guard subscription. He confirmed that I was eligible to receive a refund for the purchase. To date, I have not received the requested refund.

  Business Response

  Date: 09/11/2023

  Dear *******,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint and I 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 me by e-mail. I look forward to assisting you.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 09/13/2023

   
  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. I have confirmed that the refund has been processed.  Thank you very much!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2023

  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.

  08/27/23 Called McAfee to get assistance to renew my subscription. My subscription expired in May of this year. Have been trying for 3 months to renew my subscription. Went through this same type of issue last year. The person I spoke to today stated that I had 2 subscriptions. I advised him that I only need 1 subscription. He offered to transfer me to the billing department so that I could resolve the 2 subscriptions. Transfer never went through. All that I am trying to do is renew my subscription for my 3 devices, a laptop, a tablet, and a mobile device.

  Business Response

  Date: 09/08/2023

  Dear ************,
  
  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. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:08/23/2023

  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 have a software program called Bitdefender. I put in my computer that I wanted a software scan.All of a sudden I found an email that McAfee had charged me$295.70.I called McAfee customer service #. Twice the person hung up on me. They gave me an installation code: UVb.678d51bt I will follow their online directions on how to cancel that charge.I very seldom use my computer, so I was trying to clean the soft ware. I did not authorize a $295.70 charge.Please assist me. My cell # is: **********. Thank you. **********************

  Business Response

  Date: 09/06/2023

  Dear ****************,
  
  After an internal review of our records, we were able to locate a McAfee account associated with your contact details, however; there are no subscriptions associated with that account. 
  
  If you could provide more details regarding your request, we will gladly further assist you in resolving this matter. 
  
  We have heard reports from customers and non-customers who received phishing emails. We recommend reporting the emails as spam. You may also want to work with your email provider to block the sender from contacting you.
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************
  
  

• Initial Complaint

  Date:08/15/2023

  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 noticed a charge of $89.99 taken from my checking account on 7/21/23. The service is for anti virus, anti hacking, etc. But, I never agreed to this charge which was done automatically for a 2-year coverage. When I checked my account online, it said that I have coverage for 10 devices! which I don't. I also see under my profile that I have 1 device and NO coverage ?! When I clicked on Request for Refund, I called a toll free number, and the lady had an indian accent which at this point, I didn't trust because I've gotten scams from people with indian accent. I refused to give my full information, she insisted but I asked how I can send the request for refund online and she could not help with that, she insisted she wanted to do it herself. I disabled the automatic renewal option online myself.

  Business Response

  Date: 08/18/2023

  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. 
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).
  

  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:08/15/2023

  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.

  A auto -renewal of the account came out on August 2nd for $99.99. According to their website, you can cancel the renewal and request a refund within 60 days of the renewal. (My renewal wasn't even scheduled until February according to their agent when I called.) They stated they could not issue a refund to me as I was outside the 60 days. They also stated they only collected $69 from me but my account clearly shows $99.99 being taken out. My service number when I called in was ************ and she stated she marked the account with my complaint. I have the documentation to prove the amount withdrawn from my PayPal account for the $99.99 and the website printout that states I can get a refund within 60 days of the renewal amount.

  Business Response

  Date: 08/17/2023

  Hello ******************, 
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  We do see the active McAfee account associated with *********************,however, we also see that when you contacted our support team on August 15th,they were able to identify the $99.99 PayPal charge associated with a separate account under the email address *****************
  
  That being said, we see that the refund for the recent renewal of $99.99, was processed back to the PayPal account when you contacted our support team on the 15th. You should see those funds available to you within 5 business days.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service 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 is sending junk emails through affiliates. Failure to stop sending the junk emails will result in legal action. They are coming from this affiliate: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 08/25/2023

  Dear *******,

  McAfee enforces rigorous standards on our affiliate marketing program. Affiliate marketers who do not meet those standards are removed from the program in order to protect our customers from spam as well as confusing and potentially misleading communications about our products and services. 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. Thank you for bringing this to our attention. 

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/11/2023

  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.

  In late June we contacted McAfee, LLC to cancel our auto-renew subscriptions as we had found other anti-virus solutions.An option provided us was to merge the two accounts that we had and then let them run out. We accepted this option. McAfee opened service request case 1-149245901 and provided us email confirmations on 6/26/2023 that the case was resolved. A few weeks later after further consideration we contacted McAfee again and asked for the refund we had requested originally on 6/26. There were two charges in question.$160.49 on 5/10 $128.39 on 5/31 McAfee's policy is that auto-renewals can be refunded within 60 days. At the time of the second contact with McAfee, the $160.49 was outside of that window and we agreed to let that one go since it had been our delay. We were led to believe that the $128.38 *would* be refunded. The original case had been re-opened and we received email confirmation to that effect on 7/15. This was only 45 days after the charge to our credit card. On 7/25 I received an email requesting that I contact McAfee. I did not see this email, but it was followed up just a couple of minutes later with an email confirmation that the re-opened case had been resolved. As of the latest statement, the refund was not made. I contacted McAfee again this afternoon and spoke to a gentleman named ***** and asked if possibly the refund and the statement had crossed in the mail. I was informed that I was now outside of the refund window. As of today, that is a true statement, however the original phone calls and refund promise were not. We would like the previously eligible $128.39 refunded.

  Business Response

  Date: 08/18/2023

  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. 
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).
  

  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:08/09/2023

  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.

  Dear Sirs- I have repeatedly called McAfee's customer service number and have spoken unfortunately with the most rude representatives. I just spoke with a gentleman named *****- Case#1-153834191.I requested a credit of $90 because I was charged $119.99 automatically on 7/12/23; not realizing I was on auto renewal through my Amex card. After speaking to a few very disrespectful Representatives I spoke to *****. He initially offered a credit of $70. I mentioned to him I can get the exact same thing through ****** for $24.99 and requested a $90 credit because I can get the same thing for $29.99 through McAfee. Before I could say another word, he abruptly 'claimed' he went ahead and issued a $119.99 credit to my Amex and condescendingly said I should go ahead & buy the $29.99 product through McAfee. I replied that that made no sense at all when all he had to do was issue a $90 credit and I can keep the current product. The reason I'm filing this complaint is he said I should get an email within a few minutes verifying the credit for $119 on my **************** card. It's been over an hour since I spoke to him and I have not received an email nor have I received a pending credit showing on my online **************** card account. This is very frustrating to deal with a company who is in charge of security on my laptop but cannot speak decently and is giving me erroneous information. I would like to speak to someone in ***************** who can rectify this horrible situation. I should not have to deal with disrespectful representatives at their 866 toll free customer service number.

  Business Response

  Date: 08/21/2023

  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.
  
  Looking into the account ********************* associated with the order number provided, we see that the agent processed a refund for the $119.99 on August 8, 2023, when you contacted support. We also received a confirmation from **************** that the refund of $119.99 was received on August 9, 2023.The Acquirer Reference Number (ARN) for this transaction is ********. This type of reference number is shared between the merchant and financial institution. If you don't see the funds in your account,please reach out to the refund or fraud department at AMEX with this ARN to locate the refund.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 08/24/2023

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