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:07/07/2023

  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.

  I received an email with a charge of $548.48 for the automatic renewal services from McAfee Endpoint Protection Suite on July 5, 2023 from a personal email account ********************* I canceled the automatic renewal services in May 2022. I called the company ************** and explained to them that I canceled their services last year. They said that I have to cancel every year so they don't process my credit card. When I last paid in 2021, the service package that I had purchased was around $139.When I informed the company that I was going to report them to you, they told me to F*** O**. I ended the call there. I am not contacting you for resolution.

  Business Response

  Date: 07/11/2023

  Dear ******,
  
  My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. To confirm, the email you received 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 provided is not a McAfee phone number.
  

  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 *******************************************. Please see my email correspondence for more information.
  
  We apologize for any frustration or concern the phishing email may have caused you.
  Thank you,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:07/06/2023

  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.

  Requested a refund for subcription on June 23, 2023. The refund has not been issued. I spoke with 6 different people regarding this matter. One person gave me a reference# NCS3296651037 stating this number is attached to the refund. Called ********** to inquire about the refund no refund is on hold. As you can see from my bank statement the refund has not been issued. I was waiting for the time frame for the refund, but it has been 13 days the refund should have been sent.The refund should be issued to card ending ****.

  Business Response

  Date: 07/18/2023

  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.
  
  We received a bank confirmation that the refund of $125.36 has been received. The *** (Acquirer Reference Number) for this transaction is-74204293198001692115850.This type of reference number is shared between the merchant and financial institution.If you dont see the funds available in your account, please reach out to the refund or fraud department at your bank or financial institution with this *** to locate the refund.
  
  If you have any additional concerns regarding your McAfee account,please feel free to reply to my email correspondence, or call me directly at the number provided in my email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Mcafee on June 29th to cancel my subscription payment of $149.99. I spoke with a representative and he advised me they could renew my subscription for a cheaper rate. I was advised in order to renew the subscription, I'd have to pay the new subscription price and be refunded the original subscription amount. I paid $45.99 for a new subscription and when the representative attempted to refunded the $149.99 he said he ran into an error. He promised to call me back in 24hrs with an update. He never called me back, but I called Mcafee. The 2nd representative advised me it would take a few days for the refund to post. It's now a week later and I've called a 3rd time today. Each representative hasn't given me a definite answer to when my $149.99 will be returned to me. I feel like they're giving me the run around and I'd simply like my payment refunded. I'm attaching images that'll show the original subscription & the cheaper subscription that have both been paid for, yet I haven't received any refund.

  Business Response

  Date: 07/14/2023

  Dear Omega,

  This is ************************* again, with McAfee.

  Thank you for speaking with me regarding your complaint. As mentioned, we will take additional action regarding the agent you interacted with during your initial support call on June 29, and apologize for the experience, as it did not uphold our support values.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/06/2023

  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 paid for a service on 3/24/2023and our agreement was for this service paid to expired 3/24/2024. When I called McAffe customer representative told me that my service was only good until June and it had changed without my knowledge. **************** representative then proceeded to sell me the current product and told me my service could be extended if I spend another $180 dollars for 3 years service. I told him I paid for a year and I need it to either get the rest of my service or get my money back, and he told me he could not refund a single cent due to change in service that I did not agreed or the company had changed. I think this is a really bad business practice and I believe as a customer I should have either refunded my money back as I requested for a product I purchased and I did not received the service I paid for it originally. A warning flag should come up for this business for consumers of their product in changing tactics and selling product. If they did this to me, their business practice is being used on other customers.My email account with them is the same in this report.

  Business Response

  Date: 07/17/2023

  Dear *****,

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

  Thank you for submitting your complaint regarding your McAfee subscription and account. I will be reaching out to you directly to discuss the details of your complaint, and hopefully provide some clarity on the matter. I look forward to assisting you soon.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/05/2023

  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 am trying to cancel a subscription I haven't used in a few years and they are trying to charge a $200+ fee to do so.

  Business Response

  Date: 07/18/2023

  Dear *****,

  
  This is ************************* again, with McAfees Executive Customer Assistance Team.
  
  Per our conversation today, there is no active McAfee subscription associated with your email address. As mentioned, the only subscription listed on your account was a trial subscription that expired on February 16, 2017. 

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  
  

• Initial Complaint

  Date:07/03/2023

  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.

  True Key by McAfee Order #: CS3089922306 for 2022. I do not have order numbers for 2020/2021 Dates my card was charged.8 25 2022 8 25 2021 8 25 2020 The business has given me the run around.The nature of the dipsute is they won't refund or cancel my account. I want it shut down.The company has given me the runaround about resolving this.I would like a refund of $59.97($19.99 x 3 years). I am sick of trying to cancel and get a refund. i attempt yearly to cancel this service. Their customer service makes it super hard to get what I need. The refund can be sent to my card, or a mailed check/money order is fine.After that I just want my account closed.That's all I want.

  Business Response

  Date: 07/14/2023

  Dear *******,

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

  Per our conversation, we have provided your requested resolution to your complaint. If you have any additional questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:06/30/2023

  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 June 29, 2023 I noticed my credit score dropped from 800s to 600s. I ran a credit report and noticed this was due to a charge on a closed business card which I no longer work for or have access to. I called Mcafee- they said it no longer is on auto renewal, but they cant credit my card because its been longer than 60 days. I told them I resigned and closed all accounts, credit cards and renewals on November 17, 2022 and no longer have access to anything including the closed charge in which I didnt know now has past due and interest charges. First representative couldnt do anything except remove card from account. I asked to talk to supervisor- he stated unable to receive a refund to card because its longer than 60 days. I again stated I only found out yesterday because I saw my credit score had dropped and investigated. He then looked and said yes the device hasnt been used since October 2022; which yet again backs my story that I resigned from that company and my last transaction of any kind should have been November 17, 2022. I am beyond devastated and all I want are those charges reversed which will also reverse past due charges and interest on a closed credit card which I no longer have access to, but it is ruining my personal credit score for a charge for a business which wasnt authorized.

  Business Response

  Date: 07/10/2023

  Dear ********************, 
  My name is ****************************  I am on the Executive Customer Assistance Team at **********************. Thank you for continuing to work with me for the refund associated with the preauthorized auto-renewal. If you have any questions or concerns, please reply to our email correspondence.

  
  Thank you,
  ***************************
  Executive Customer Assistance ***************************

  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:06/26/2023

  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 was billed for the amount of ***** for viruses protection on a computer that is not in service for over a year.

  Business Response

  Date: 07/06/2023

  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.
  
  We are unable to locate any recent charges associated with the contact details provided. 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:06/26/2023

  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 June 24, 2023, I received email notification ******************* of a $49.99 receipt from McAfee for an annual subscription. Receipt also included this number: CS3297891771 and says auto-renew on. I never intentionally ************* renewal. I do not want auto renewal. I am requesting a refund of $49.99.

  Business Response

  Date: 06/29/2023

  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.  
  
  Your subscription was renewed as a result of enrollment in McAfee's auto-renewal program. The feature is enabled from purchase but can be disabled at any time from within your McAfee account. You can find the FAQs related to this program on our website, **************************************************************************************************************;
  
  Since the refund request was made within the refund time frame of 60 days for this type of charge, I have initiated a refund and provided the details by email. 
  
  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,
  *************************
  
  

• Initial Complaint

  Date:06/26/2023

  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.

  June 21, 2023 target bill account # ******************* account identification #*********** ********************************* ***** mcAfee charge on May 2, 2023 ************** McAfee Reference # ********* **** spoke to me/Dru and assured me/Dru that the credit would only take 2 to 3 days to apply to my Target card. Regarding the auto renew from McAfee that I/Dru have canceled now 3 years in a row. As of today 6-21-2023 I have not received my refund for the auto renew for the service I have canceled three years in a row.I have canceled this charge from McAfee last May 2022 and McAfee is too stupid to understand that and same auto renew that was also canceled in May of 2022, and in May of 2021 but McAfee is too stupid to understand what canceled means and auto renewed the same charge of ***** on May 2, 2023. Which also was canceled and reference number to this problem is : *********. I have done the instructions now 3 years in a row and McAfee is too stupid to understand that I do not need or want the McAfee Service . I have called several times and get more threats or lies from McAfee The people are very nasty to me when I explain I am canceling this again for the third time. Ive called McAfee several times for now 3 years to stop auto -renewing the Service. Now I am getting threatening emails from McAfee telling me I need this service I DO NOT NEED THIS SERVICE!!!!!This is MY THIRD REQUEST to stop the McAfee auto renewal for a service I do not need!

  Business Response

  Date: 07/03/2023

  Dear ***,
  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. Customers can stop the renewal after purchase by logging into their accounts or contacting our support team. At this time, the auto-renewal feature is turned off on this account, and we have removed the billing information from the account as well.
  
  That being said, we received a bank confirmation that the refund of $99.99 was received on May 25, 2023, to an account, or card ending in ****. 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 your bank or financial institution with this ARN to locate the refund.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team