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:05/22/2023

  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.

  I had to install Acrobat reader on my computer for my healthcare insurance and providers.McAfee installed without my permission their security apps on my hard drive witout my knowledge and permission.Now I can't remove it!

  Business Response

  Date: 06/01/2023

  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 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 (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************
  Executive Customer Assistance Team
  **********************

• Initial Complaint

  Date:05/22/2023

  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 an auto renewal of a McAfee subscription on 11/1/22. I didn't like the ****** price tag, so called and requested a refund, One or two days later, I got nervous about not having virus protection, so I asked to renew after all. i was told I was renewed. But I have been receiving a lot of McAfee pop *** lately, saying I'm unprotected and should sign up. I got suspicious and went back to my Paypal records, and found there was a renewal, no initial refund, and no subsequent re-renewal. I phoned McAfee and found out I have no virus or malware protection from them, and the account is in now in non auto-renewal mode. On top of that, the customer service agent said he couldn't find any record of the transaction, and that it was probably all a scam and basically, tough luck. That was completely unacceptable to me. I gave him further information and suddenly he was able to find the transaction. However, "since the account is inactive and this all happened last year, I have no way to issue you a refund." I asked for a supervisor and was told by the csa that a service ticket was created, and a supervisor would be contacting me in a day or two. I no longer trust that that's going to happen, but the service ticket number is 1-145197591. At this point, i feel like McAfee is a scam and I wouldn't accept free service if they offered it. I want a refund. I feel concerned I ever gave them my information. They don't seem legitimate and give the industry a bad name.

  Business Response

  Date: 06/01/2023

  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 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 (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:05/15/2023

  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.

  Date of transaction:5/13/23 Amount:$29.99 Renewal date:6/12/23 Recurring annual subscription on old pc. Replaced pc, purchased separate 3 yr McAfee. Called McAfee to cancel and get refund. Refused more than once. Agent tried to tell me I had to merge my old subscription into new one and still pay the $29.99. Requested cancellation 5 times and refused. Renewal date is 6/12/23 Ive been a loyal customer for decades and this is not acceptable. Bad practices. The renewal email even states refund within 60 days. See pics. Very stressful and taking over an hour of my time. Request full refund.

  Business Response

  Date: 05/19/2023

  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 in the office Monday-Friday, from 7am to 4pm Central Time (**). If you would prefer to communicate by email, you may respond to our email correspondence.
  
  Thank you for contacting McAfee.
  Sincerely,
  ***************************
  Executive Customer Assistance Team

  Customer Answer

  Date: 05/19/2023

   
  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:05/02/2023

  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.

  Billing on elderly mom checking account auto renewal for software protection on lap top. I cannot get them to cancel her subscription and refund her account, I do not have access to her email to cancel that way. They say her email is incorrect, but it is her email address on her laptop.Account is my moms, *************************, she is 95 years old with dementia,Im her daughter and POA,*************************, She is in memory care center.She has not used laptop for 3 years

  Business Response

  Date: 05/09/2023

  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 7am to 4pm Central Time (**). If you would prefer to communicate by email, you may reach me at ****************************************.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************
  
  

  Customer Answer

  Date: 05/11/2023

   
  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:05/01/2023

  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.

  This as a complaint about McAfee McAfee ********************************************************************* CORPORATE Headquarters ************************************************************************************** The attached bill l for $419.00 was received from McAfee. No such purchase was made or renewed Numerous email messages were sent but They never respond, And therefore this complaint.***************************** ****************************************************************** ***************************** **** ************************************************************* attachments

  Business Response

  Date: 05/08/2023

  Dear Sir or Madam,
  

  I write in response to the complaint filed by ********************************* regarding what he believed to be a McAfee renewal email.
  

  The email attached to his complaint did not originate from McAfee, and we suspect they may have been crafted in a phishing attempt. The phone number included in the email is not official McAfee contact details. Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************.
  

  We have received reports from McAfee customers and non-customers of phishing emails being sent to their email boxes using the McAfee name. We urge *******************  to not click any links included in those emails and to report them as spam/phishing per her email providers reporting process.
  

  Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling.
  

  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).
  
  Thank you for contacting McAfee.
  

  Sincerely,
  *************************

  
  

  Customer Answer

  Date: 05/08/2023

   
  Better Business Bureau:
  
  Assuming I will nt be CHARGED,

  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:04/28/2023

  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.

  ** 2011 I signed up for McAfee Virus protection while living in apartments, in 2014 I canceled and bought a house. Today 4/28/23 nine years later I happened across an auto renewal notice from McAfee charging me double the price then when I originally signed up and then canceled. I called Customer support after trying to find a contact number for over ************************************************************************************************************* back the nine years of them charging me without my permission. she offered to give me a supervisor but then wanted all of mt personal info to transfer me. I did not want to give them any of my personal info as they have been illegally charging me. I was put on hold for 30 minutes, and told they would cancel and refund the latest charge and thats it. I want the entire 9 years or charges returned.

  Business Response

  Date: 05/05/2023

  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 (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

  *************************
  Executive Customer Assistance Team
  **********************
  

• Initial Complaint

  Date:04/14/2023

  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 charged my PayPal account for $***** and $******, those transaction I have never approved . Also , I have seen charges only on my PayPal account , and I havent received any email from mcafee. I have disputed those charges via PayPal account , however ********************** never get back to PayPal ( didnt answer) , so the dispute was closed .I request full refund for service I have never approved to be purchased from my PayPal account .I request a full refund in amount of ***** and ******.

  Business Response

  Date: 04/21/2023

  Dear Ms. ********************* 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 were able to locate the preauthorized auto-renewals associated with a different email address, ************************* The refunds for the auto-renewal charges of  $97.19 and $161.99 are now in processing, and we have turned off the auto-renewal features associated with this account as well.
  
  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:04/13/2023

  Type:Service or Repair 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.

  My credit card was charged $129.99 by McAfee on 9/20/22. I contacted my credit card company to dispute the charge since I dont have an active subscription with McAfee. Id signed up for a 30 day free trial in 2019, but had canceled it. When the credit card company contacted McAfee about the charge, they refused to issue a refund. They stated that my subscription was active and needed to be cancelled through them in order to receive a refund. No refund was received. My online account confirms that I dont have any active subscriptions and the free trial ended in October 2019 and was never extended. McAfee did not do their due diligence in investigating my dispute and gave incorrect information in response to it. They processed a fraudulent charge on my credit card for services Ive never received and never authorized. They failed to delete my credit card information from their records upon cancellation of the original service and have committed theft by refusing to issue a refund. I want the charge to be refunded in full, my credit card information to be deleted from McAfees records, and a written statement from McAfee confirming this has been done.

  Business Response

  Date: 04/21/2023

  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 were able to locate the preauthorized auto-renewal associated with the email address ************************** The refund for the $129.99 is now in processing, and we have turned off the auto-renewal feature associated with this account.
  
  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

  Customer Answer

  Date: 04/24/2023

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

• Initial Complaint

  Date:04/11/2023

  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.

  I can no longer, use the service. And would like a refund but they are rude I tried several times to get help. Because I wanted my tablet and phone covered through there service.so I asked them to unscribe my service and they still not I even told them not to even worry about refund. And they still harassment of not letting me out of subscription. I no longer want there service. They so rude and laugh about this. No customer should me put through this.i want out of this subscription. Please these business gives a hard time of letting out of subscription or refund that'd not right for them to do

  Business Response

  Date: 04/21/2023

  Dear ******************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. Thank you for speaking with me regarding your concerns.   
  
  As mentioned during our phone call, I believe you may have inadvertently contacted a 3rd party support not associated with McAfee. Our tech support team has tried to reach you regarding your session to assist with uninstalling the software, but they have not been 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:04/07/2023

  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 charged my PayPal ****. $214.00 for 1 year of total protection without my permission. I have sent them 3 emails which have been ignored. They changed my annual payment to auto 3x's. They **** it out in February a month in advance. I would never pay that much money for this service. When there website says ***** for 2 years. I want a refund and don't want mcafee anymore.Thank you.

  Business Response

  Date: 04/14/2023

  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.
  
  Looking into the account associated with the email address provided, we see that a chargeback has been submitted for the preauthorized auto-renewal, so the funds have been returned to you at this time.
  
  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