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:07/27/2023

  Type:Delivery 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 received an email from McAfee tgat I had been charged/payment for McAfee Services Protection renewal after a 15 day trial period. I never signed up for this..I called the number on the email, the man hung up on me. I do not want this nor did I order it.please help mecwith thus. They had my invoice number as INVOICE3. The phone number on the email is 888-979-5690x

  Business Response

  Date: 08/03/2023

  Dear ***,

  
  McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. As discussed, we do not have an account associated with your contact details in our records.

  It is unfortunately common for bad actors to pose as trusted, widely used brands, such as McAfee, to perpetrate any number of fraudulent activities. Thank you for bringing this to our attention. 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. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *******************************.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/26/2023

  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 am in my 90s and have limited computer knowledge. I thought I needed a McAfee subscription to protect my computer, but I didn't really understand the account details or the subscription renewal details.Recently a friend helped me look at my account and we found that for the last 2 years I have had 3 overlapping subscriptions and have been charged multiple renewal fees for products that I didn't need or use, for a total of almost $450 in extra charges. I asked customer service for refunds on these unused products but they refused. This is not fair since there was no notification that I had multiple duplicate products and didn't need to renew more than one of them. I did receive renewal emails, but they were unclear and I did not understand them. They said nothing about the duplicate products.I would like refunds for the following duplicate, unused product invoices:Total Protection CS2834210770 8/21/22 8/20/23 $44.99 Total Protection CS2832581130 8/20/21 8/20/22 $44.99 Advanced Individual CS3268837114 5/07/23 6/06/24 $199.99 Advanced Individual CS3018154171 5/07/22 6/06/23 $159.99 total refund requested = $449.96 I would like to keep only this product, which I believe is paid up through 6/23/24:LiveSafe CS3045189514 6/23/22 6/23/24 $109.99 My McAfee account email address is ****************

  Business Response

  Date: 08/07/2023

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

  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I am sorry that I been unable to reach you to discuss 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 ****************************************.

  Please keep in mind that your case can always be reopened if needed by replying to the email I sent you directly.
  

  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.  Thank you to the BBB and Kandi at McAfee for your help.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2023

  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.

  On or around Jun 4th of 2023 I was charged for a plan for this company. When I called their service line they were no help so I disrupted with my ************* On July 16th I receive a letter from my card company with documentation from this company saying the plan was under my name. In the paperwork sent to me the name of the user is *******************. That is not my name nor a name attached to / authorized to make a charge. The amount is for $159.36. Please refund this charge.

  Business Response

  Date: 07/28/2023

  Dear *****,

  
  My name is *************************; I am a supervisor 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 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
  **********************
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20335923
  
  I am rejecting this response because: I have reached back out to this person with no response. Still waiting for a refund their service team and email said was coming but my back has no refund to process
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/04/2023

  Dear *****,

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

  Per our conversation, our attempt to process your refund back to your payment instrument was stopped by MasterCard, due to their policies regarding refunds for recent chargeback transactions. In lieu of waiting for their 45-day grace ****** to expire, we are providing a check refund to the address you provided in your complaint. As noted, most customers receive their refunds within 2-3 weeks; I will be sure to inform you by email of the date that your check is mailed to your address. We sincerely apologize for any inconvenience.

  Regards,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/14/2023

  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.

  On 2/6/2023, Mcafee charged and w/d . $148.74 from our bank acct. . Which when we saw the charge on our statement, we went to our bank & reported as a fraud & at that time our bank credited the money back in our acct. I did call ********************** and they told me it was a renewal service which we never agreed to or received any type of notice.*3/20/2023 we received another charge of the same amount $148.74,, listed as claim reversal, apparently Mcafee stated that we do have an acct and charge was valid. However I do not have an acct at all with them.We called Mcafee reported to there fraud ***** was issued a case & was told thev would call me back, but no one did. #*********** *5/6/2023- called them re: the refund, the representative took down my case # & told me someone would call me within a few days. No one called.5226/2023- called Mcafee about my refund, someone was supposed to call back but no one did.*6/8/2023- Called Mcafee again, this time I was told that the case # they gave me on 5/6/2023 was not in their system, it didnt exist. So the rep set up a new case, which is case #1-145833761 & took down all the information, told me a supervisor would call me,but no one ever did.*6/12/2023- called Mcafee with new case number & was told by the rep that my case was in stage 3 ( back end department), they are the ones that review and issue refunds. I asked to speak to them but was told they dont take calls, so I left a message and was told someone would call but no one did,*6/27/2023-called again, I ask to speak for a supervisor but no one was available, so they were supposed to call me but never did.7/11/2023Called Mcafee, was told its still in Stage 3, back end depart. . this has been going on since 2/6/2023, I just want my refund. I asked for supervisor, but the rep told me due to how long the case is open,he put my case on high priority for call back, & supervisor was to call in 1 hr. But no one called..I just want my refund, I do not have acct w/them. ***

  Business Response

  Date: 07/24/2023

  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: 07/25/2023

   
  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:07/12/2023

  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 July 4 2023. I called in to McAfee computer virus protection @ 9:50am. I spoke to a customer service rep regarding my account/ I noticed that McAfee was submitting fraudulent charges to my credit card that was unauthorized.I explained to the rep that I never signed up for any auto payment. I also explained to the rep that the current email address on file that they have that I know longer have access to it which was *********************** So the rep changed it to ******************* and reassured me that my account would be closed.Soon after I logged in using my updated email address to verify that the account was closed and auto pay was taken off and it said that it was at the time.Now today again my credit card was charged ****** pending when again I never authorized this charge and this account is supposed to be closed.*** tired of these business taking advantage of customers. I then called my bank to report this charge as fraudulent. I told the McAfee rep that I wanted confirmation no# so he gave me 1-150-903-131 as a confirmation no# that my account was closed and that I wanted my money returned to me. The rep explained that they havent received the payment as of yet that once they do that he would return my funds. If this fraudulent transaction keeps occurring I will be forced to file a consumer complaint with the State *********************** and or contact my attorney because Ive called in serveral times to have this one account closed and they keep opening the account and charging my credit card.

  Business Response

  Date: 07/25/2023

  Dear ***************,
  
  My name is ************************** I am on the Executive Customer Assistance Team at **********************.
  
  After an internal review of our records, we were able to locate a McAfee account associated with your email on file, however; there are no subscriptions associated with that account. If you could provide more details, we will gladly further assist her in resolving this matter.
  
  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:07/10/2023

  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.

  McAfee charged me $119.99 on July 5, 2023 (Invoice CS3304265412) a for a service I didn't order and didn't want. I want to be refunded in full and permanently removed from any automatic billing or other billing or charges.

  Business Response

  Date: 07/11/2023

  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: 07/12/2023

   
  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:07/10/2023

  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 a McAfee customer since 2013. In 2020 I started auto-renewal. Today, July 9/23 I tried to cancel my subscription and was told that I can't do that. Apparently because I am on auto renewal I am tied in for 5 years !? I was never told this. When I asked for proof I was told that it's in a 20 page document of terms and conditions, which I have never received. The assistant I spoke with at McAfee declined to send it to me. I was informed that I would have to pay $180 USD (I am in ******), to cover fees until July ****. This has been charged to my visa.I am a senior and am really outraged by this situation. I would like the fees refunded and my subscription terminated.I am a senior and very upset by this situation.

  Business Response

  Date: 07/12/2023

  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: 07/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/10/2023

  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 tried to purchase a antivirus and VPN on line. They requested that I e-transfer $239 & $96 which I did. They could not download anything on my tablet after one hour and a half. I told to cancel and return my money. I received $57 back, they still owe me $278.I have tried numerous times to get it back but they are cooperative. I went on their ******** page and saw others complaining about payments. Its disappointing that they would scam a pensioner.

  Business Response

  Date: 07/19/2023

  Dear ****,

  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint.

  Per our conversation, your purchase of our software was made through an unaffiliated third party, who held themselves out as McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee to perpetrate any number of fraudulent activities. As mentioned, McAfee does not allow our North American customers in ****** and ***************** to make purchases via electronic transfers. We strongly advise that you contact your financial institution regarding the amounts transferred to this third party, and report them as fraud. 

  We sincerely apologize for any inconvenience or frustration this circumstance may have caused you.

  Kind Regards,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 07/19/2023

   
  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:07/07/2023

  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 auto charged me ****** for another year subscription , although my current subscription has not ended yet, on the McAfee website it states that I van request a refund within 60 days for an auto renewal. I called customer service to request a refund and stop the service, customer service offered to only refund half the amount saying I already used something their service even though my subscription that I paid the year prior has not ended and I have not used their software for a long time thus the reason I don't want the service. After ******* refuse to give me a full refund I asked to speak with a supervisor, she stated that someone would call me back within 48 hours , it is 4 days later and no one has called. The credit card information they has on file had expired but someone they still were able to charged me.

  Business Response

  Date: 07/12/2023

  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 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.
  
  Additionally, it appears that your card provider offers a payment updater service for reoccurring charges. They are able to supplement charge information should the payment method on file no longer be applicable.  Card information updates typically result from account closures, cards reported lost or stolen,expiration date changes, or product upgrades. Unfortunately, this information is provided by your credit card provider directly and the reasoning is not disclosed to McAfee. We do recommend speaking with your credit card provider directly for more information.
  
  That being said, the refund for the recent renewal is now in processing. 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:07/07/2023

  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.

  Date of transaction: 7/7/2023 Company: McAfee Amount of transaction: $125.99 Nature of dispute: I want to prefecit this claim that we dealt with multiple recurrent charges in 2022 from McAfee while we had an active subscription, resulting in weeks of disputing the charges with US Bank and going through incredible hoops to rectify the situation. This caused us to no longer use their services and receive a replacement debit card to avoid future charges.On 7/7/2023 McAfee made an unauthorized auto enrollment charge to our checking account, we do not have an active subscription with McAfee per reasoning above. We contacted McAfee and spoke to a representative (******************* #****** - Level 1 Support) who looked into the charge and claimed he could not find the transaction in their system (case #1-150-370821). First, we find it incredibly alarming that McAfee was able to charge our bank account despite having a new banking card issued to us once the previous charges were rectified. ***** asked for more banking information, which we denied giving him. He informed us to contact our bank to dispute the charge.We contacted US Bank to claim fraud on our account and to have the charge disputed. A block has been placed on McAfee from further making a charge to our account. However, the same "block" was placed on our account last year and yet McAfee was still able to make a charge. We now will be issued yet another replacement banking card.We are diligent in monitoring our accounts and fear for those who don't pay this close of attention. If McAfee is charging us in this manner and "claiming" they cannot locate the it on their end, they are doing it to others.

  Business Response

  Date: 07/17/2023

  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 BBB complaint. 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

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