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:08/08/2023

  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 called McAfee to cancel my subscriptions at the end of June of this year, and before I hung up, the agent who took my call told me he was cancel my subscriptions and I was going to get two refunds for two different protections they were going to provide my devises for, one was for $149, and other was for $199.The agent told me I was going to be getting my refunds in about 3-5 days. I got the one for $149, but I never got the one for 199.I have been checking with my bank for about 3 weeks as well as my bank statements, and that $199 refund was never received. I've been trying to get my refund ever since with no avail.These people are just giving me the round around by sending me from one agent to another and from one supervisor to another and all they have been doing is promising me they are going to send it to me.It has been almost two months of going back and forth with these people and all they are telling me is that this issue is in the hands of upper management. The funny this is that every time I call them, at the end of the conversation they send me an email saying that the issue has been resolved when in reality is not, so what I've been doing is replying to their emails saying that the issue has not been resolved.The reference number to this issue is CS32966249. This is the reference number they gave me.

  Business Response

  Date: 08/09/2023

  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 concerns.
  
  Please note that authorization to charge your payment instrument for renewal is given at the time of purchase, prior to the completion of sale, and again when accepting the terms of the McAfee License Agreement before use of our software. Thirty (30) days prior to the Auto-Renewal charge, an email is sent to the customer notifying them of the date their subscription will renew and the renewal price they will be charged at that time. Customers can stop the renewal at any time by logging into their accounts or contacting our support team.
  
  That being said, we received a bank confirmation that the refund of $149.99 was received on June 22, 2023, to an account, or card ending in ****. The Acquirer Reference Number (***) for this transaction is ***********************. We also received a bank confirmation that the refund of $199.99 was received on June 22, 2023, to an account, or card ending in ****. The Acquirer Reference Number (***) for this transaction is ***********************. These type of reference numbers are 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 your bank or financial institution with the *** to locate the refund.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:08/07/2023

  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 pay for a subscription to Mcafee and I refer customers to McAfee and McAfee is using scare tactics with false information to get users to purchase software that they may not need or want. It is one thing to advertise but to make false claims to a paying customer to try to boost sales is in my opinion over the line. I have attached a picture showing the claim along with some information from my computer to show it is indeed false. I have worked in IT for 20 years and I worry about people who don't know how to check and will throw money away because a trusted programs is lying to them.

  Business Response

  Date: 08/18/2023

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

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

  Thank you for bringing this matter to our attention. As discussed, we have started an investigation to look into the cause of the notification you received. Once I have received more details regarding the investigation, I will be sure to reach out to you directly to provide clarification. We apologize for any confusion caused by the notification.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/07/2023

  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.

  McAfee, LLC confirmation# CS3266388263, Refund # SR1-44048591 Refund. I called up in May money was taken out of my checking money was taken out of my checking account in the amounts $149.99 and *****. They took this amount out May 1,2023. McAfee and my credit union. McAfee took it back in my checking account. My credit Union confirmed the funds was returned. Then I called McAfee since that time then I received a call back from someone from McAfee and she informed me that money was taken out my account for 10 years. 2013 was $50.99, 2014 was *****, it skipped four years and again in 2018 they took $19.00, 2019 they took $70.00, 2020 they took $80.00, 2021 they took $120.00, 2022 they took $130.00 this total amount to be $550.00. This company informed me of this or I would have not known. This just happened last Wednesday. I would like to be refunded in the amount of $550.00

  Business Response

  Date: 08/15/2023

  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:08/07/2023

  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 expired on my pc and the product keep popping up while I am on the internet and crashes whatever I am viewing at the time. I want this product removed from my pc and then leave me alone.I have tried to chat but McAfee chat goes to less than one min. and no one ever comes on to help me. I filled out the issue I have and they did not respond.

  Business Response

  Date: 08/15/2023

  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 concerns.
  
  McAfee will only send you alerts to your desktop if you have the software installed on the device. However, we are unable to locate any subscriptions associated with the contact details provided. Based on your description, it sounds like you may be receiving fake alerts using the McAfee name.  
  
  Please see my email correspondence for more information. If you have any additional questions, or concerns, I can be reached at the contact details notated in my email. 
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:08/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apparently McAfee sold us a premium package , I can find a charge of $ ****** dated 4/13/2022 Invoice MAC ******. We recently saw a charge on a bank statement 6/2/2023 for $149.99 . We called McAfee numerous times over the last several days they said to bad you have 60 days for a refund. Case *********** We apparently called day 61 , the first time. We never received an e-mail notifying us of renewal. We do not use the service, they said it is on an iphone6 and a desk top we no longer have ! The number on the 1 st invoice was ************ , it is no longer in service , the number we have called is ************ , Im sure it is not in the US.

  Business Response

  Date: 08/14/2023

  Dear *******,

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

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

  McAfee

• Initial Complaint

  Date:08/02/2023

  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.

  On January 3, 2023, I purchased McAfee Total Protection for a two year subscription, I paid *****. (per year)In July 2023, I received an email from McAfee informing me that I was to pay $1***** for services I never requested. The money was already taken from my bank account. I contacted the customer service by email explaining that this was a mistake and that I never authorized the charge. As of today, I have received no response.In the past, I attempted to contact McAfee but I have never received either support or replies from them.I protest this charge and the lack of customer support. I was hoping to resolve the problem without having to inform my bank but I see that , if I don't take action, McAfee will not respond.Terrible customer service!

  Business Response

  Date: 08/10/2023

  Dear **********************,
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  I am sorry that I was not able to reach you by phone to speak about your concerns. I cannot write about any account details publicly, but I have sent you an email regarding your account history.
  If you have any additional concerns regarding your McAfee account, please feel free to reply to my email. Thank you for contacting McAfee.
  Sincerely,
  *************************

• Initial Complaint

  Date:08/02/2023

  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.

  7-21-2023 Auto Renewed subscription without authorization. Trying to cancel and get refund of $164.61 - which is a ridiculous amount!Only way company will issue refund is to call, which I did, no answer, offers to call me back which never happens.I am wiping McAfee off my computer and buying another service. Did not want to auto-renew and cancelled that feature, but it keeps popping back up. Again today, cancelled auto-renew, but it is already reactivated. Such fraud! I will never to business with them again but it comes already loaded on new computers so makes it real easy to subscribe, Just want my money back!

  Business Response

  Date: 08/10/2023

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

  Customer Answer

  Date: 08/10/2023

   
  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:07/31/2023

  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 had a malware incident on my computer. In an attempt to remove the malware, I purchased a ******* subscription at a "teaser" rate. I did not know it to be a teaser rate at the time. What I have now come to learn is that the "teaser" rate locks you into a six year auto-renew policy that cannot be cancelled. Shortly after installing the software, it was so problematic to the running of my computer that I removed it and installed another program. I have tried to turn off the "auto-renew" feature, but I was just charged AGAIN for a product I haven't used in a year and a half. When I called, customer service was combative and misogynistic and just told me I didn't read the "fine print." Their business practices are insidious and predatory and prey on people who are in vulnerable situations looking for a solution. I would like a refund, but I'm not holding my breath. To see this business with an "A+" rating is nauseating.

  Business Response

  Date: 08/09/2023

  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 concerns.
  
  Please note that authorization to charge your payment instrument for renewal is given at the time of purchase, prior to the completion of sale, and again when accepting the terms of the McAfee License Agreement before use of our software. Thirty (30) days prior to the Auto-Renewal charge, an email is sent to the customer notifying them of the date their subscription will renew and the renewal price they will be charged at that time. Customers can stop the renewal at any time by logging into their accounts or contacting our support team.
  
  That being said, the refund of $162.36 associated with the account *********************** was successfully processed back to the PayPal account on August 5, 2023, after your contact with our support team. You should see those funds available to you within the next 5 business days, if you do not see the funds already.
  
  Please see my email correspondence for more information regarding the refund. If you have any additional questions, or concerns, I can be reached at the contact details notated in my email. 
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:07/31/2023

  Type:Billing 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 have been dealing unauthorized transactions from McAfee Company since 2022. Their customer service phone number is ************ In June 2022 - There was a $120 charge to my ********* Card and an authorization number of 1-114182891 was provided and a solid commitment to discontinue charging this card as virus protection is no longer needed. My Father is 78 years old, living in a nursing home with advanced stage *********** Disease, no computer/laptop (for obvious reasons). They did refund my account after I sent them my POA. They did however charge my account again in July of 2023.In July of 2023, they charged my account again for $179.95 so I contacted them for a second time to dispute the charge. I was on the phone for one hour and still no resolution. They refuse to send me anything in writing (it's all verbal). They provided another case number of #1-152668301 I did dispute this charge through **** ****** Card) in July and this is a work in progress.I believe I have a solid crimes against the elderly complaint I could file against this company, but going this route first.I am seeking a full refund of $179.95 PLUS proof they have permanently discontinued the virus protection service as they failed to follow through despite their commitment in 2022.

  Business Response

  Date: 08/10/2023

  Dear *****,

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

  I am happy that we were able to connect regarding the recent charge incurred to your father's credit card. I look forward to working with you to bring this issue to a close for you and your father. 

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 08/10/2023

   
  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 changed the credit card number this company has on file and have received a temporary credit from ********************* ***** will ensure this authorized "refund" is not disputed by his company and I will reach out to him directly if there are any concerns.   Thank you!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2023

  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.

  On 7/28 a hacker accessed my McAfee account and created a subscription without any involvement from me. Even though this was purchased online without my permission, McAfee would not allow me to cancel online. When I called McAfee's support line they did not answer in a reasonable time (I was on the phone with support for over 15 minutes without them being able to resolve the issue).I would like them to refund this fraudulent purchase and delete all information they have about me.

  Business Response

  Date: 08/09/2023

  Dear *******************,
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I tried to reach you, but was unable to make direct contact. I am not able to provide account information publicly, but I have sent an email directly to your provided email with details related to the subscription.
  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 7am to 4pm Central Time (US). If you would prefer to communicate by email,you may reach me at ****************************************.
  Thank you for contacting McAfee.
  Sincerely,
  *************************