Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 614 total complaints in the last 3 years.
  • 115 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/06/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 purchased protection for my computer through McAfee, LLC and was being charged monthly. I had an issue installing the protection on my computer and called them for help sometime in February, 2022 which did not solve the problem. On November 11, 2022 I purchased another McAfee, LLC plan since the one that I was paying for monthly wasn't working. On December 1, 2022 I called to cancel one of the programs. I was convinced to keep the new account and that the old account would be dissolved and I would no longer be charged monthly. I received an email that day explaining how to add the program to multiple devices with an email and/or phone number for support. I called that number today and was told that I cannot cancel the first account for which I was being billed monthly for because I had purchased it through Apple. I was given an invoice number but no contact information to "Apple" or any advice as to how to discontinue these monthly payments that I was assured would end on December 1, 2022.

    Business Response

    Date: 04/27/2023

    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:04/06/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Yes. I received an automatic renewal through McAfee to my bank account at *************** and I was not notified that an amount was going to be deducted ($162.36) until after I notified the bank that I thought it was a fraudulent charge. The next day I saw a deduction through my paypal account linked to my bank. I immediately checked my McAfee software on my computer and discovered that it was a renewal after all. My complaint is: It has been since March 30th and my bank account still shows the deduction for the amount, but my McAfee software subscription has not been renewed. I received an email saying that my service request from McAfee has been resolved, but no new subscription. I also noticed an email in my known spam folder showing that the amount was deducted by McAfee. They also sent an email saying to update my banking information, but yet the amount has been deducted already with paypal using an Echeck.

    Business Response

    Date: 04/13/2023

    Dear ***,

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

    Thank you for speaking with me regarding your complaint, we are happy to hear that your issue was resolved. We sincerely apologize for the inconvenience you endured while awaiting a resolution. If you have any questions or concerns regarding McAfee in the future, please feel free to reach out to me directly.

    Sincerely,

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

    Executive Customer Assistance Team

    **********************.

    Customer Answer

    Date: 04/13/2023

     
    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:04/05/2023

    Type:Product Issues
    Status:
    Resolved
    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 April 2, 2023, McAfee auto-renewed my account, on April 3, 2023, I contacted them via phone and told them that I did not realize that they were renewing my account a month in advance and to please refund me and I would renew it closer to the renewal date (5/2/223). I was asked to verify the last 4 digits of the card on file and I did (****). On April 3, I received an overdraft for checking account (debit ending in ****). When I logged into my checking account I realized that McAfee I received a refund from McAfee and was surprised because I changed my form of payment last year. I contacted McAfee on April 4th and attempted to explain I did not authorize the debit from **** and that the only card I have on file is ****. Each agent that I spoke with insisted that I still have **** on file and due to **** not going through that I should have deleted **** if I did not want to have it charged. I tried to tell each of them that I had no idea that they still had access to the card, I added another card and there is no way for me to see that McAfee held on to the previous card without my knowledge. McAfee website does not allow for the "delete" option for payment. It merely allows for override, and the customer can only "assume" that the previous card has been deleted and the new card be used for future payments. This is a deceptive method of ensuring that they receive payments a month in advance regardless of the customers payment of choice. I was charged overdraft and McAfee is telling me to go to my bank and tell them to refund my fees. While my bank may indeed refund me, it counts against any overdraft that I may have in the future that my bank allows as a courtesy. I believe that McAfee should be responsible for the refund due to their deceptive practice or secretly retaining customer payment methods w/out customer knowledge and or not making clear that they may not delete a payment card and replace it another.

    Business Response

    Date: 04/25/2023

    Spoke with the customer and was able to resolve the issue and added a 1-year extension for her overall inconvenience.

    Customer Answer

    Date: 04/26/2023

     
    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:04/05/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    03/31/2023 Order: CS3243930259 Total: $149.99 The website says you can cancel your auto renew for a refund for up to 60 days of the purchase date. I called on April 1, 2023 and after providing all of my information and requesting a refund I was told the request couldn't be completed because the system was down and I would have to call back. I called back on April 3rd and after providing all of my information was told I needed to be placed on hold while the refund processed. I was left on hold for over 30 minutes before the line disconnected. McAfee doesn't allow consumers to access the refund process in writing. I have already called twice but I don't have a ticket number because I couldn't even get that far. I would like the company to cancel my order and refund my money. It would be really nice if they had a more transparent refund process.

    Business Response

    Date: 04/11/2023

    Dear *******,

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

    Thank you for speaking with me regarding your complaint. As discussed, your refund request was fulfilled on April 3, 2023. We sincerely apologize for the difficult experience you had with our support. We are looking further into your support interactions to improve our customer support experience. 

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

    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:04/04/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    They are fraudulently charging me $150 for a service auto-renewal that I never signed up for.

    Business Response

    Date: 04/18/2023

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

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. Thank you for confirming that your refund has been received. 

    As mentioned in my email,the auto-renewal feature has been turned off on this account, and I have removed your billing information from the account as well.

    If you have any additional concerns in the future regarding McAfee, please feel free to contact me directly at ************.I am in the office Monday-Friday, from 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may reply to our email correspondence.

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:04/04/2023

    Type:Product Issues
    Status:
    Answered
    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 March 17, 2023 McAfee charged my checking account $163. 86 without my permission. I called them and informed them to refund my money because I no longer needed their services. After arguing with them for 30 minutes they finally said they would refund my money within five business days; they did not refund my money. They can mail a check for $163.86 because they will not receive my banking information.

    Business Response

    Date: 04/12/2023

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

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you.

    Please see my email correspondence for more information regarding your refund. 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:04/04/2023

    Type:Billing Issues
    Status:
    Resolved
    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 March 15th, 2023, my bank account was charged $127.19 for an automatic renewal subscription that I did not authorize. My subscription does not expire until April 15th, yet it was deducted one month prior and I received no notification of any kind which led to an overdraft from my bank. Also, the automatic renewal had been turned off, but I was charged anyway. I have, to date, contacted McAfee four times and as of this writing, there has still been no resolution. I have been told the refund is pending and would take 3-5 days and still no refund. I have been told a supervisor would contact me within 24 hours; did not happen. I called today, requesting to speak to a supervisor and was put on hold for well over ***** minutes and was told she was on another line and I would need to be rescheduled. I was told to contact my bank; my bank had nothing to do with the refund. It has been 16 days today and still no refund. There are over 300 unresolved complaints against this company and this is unacceptable. This is no way to treat customers and very bad business ethics. I want my money back and there is no way that I would ever recommend this company.

    Business Response

    Date: 04/17/2023

    Dear ******,

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

    Thank you for speaking with me regarding your complaint. Again, we sincerely apologize for the inconvenience caused by the system issue that prevented your refund from reaching your bank account after its processing. As discussed, we will be providing a check refund for the renewal charge of your McAfee subscription. Once I have received an update from our accounting team regarding the date your check is mailed, I will be sure to inform you as well. 

    If you have any additional questions or concerns regarding your McAfee account in the future, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 04/17/2023

     
    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:03/31/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A purchased a new computer. When I was setting it up McAfee antivirus began interferring with the process. I called them and was told that I had purchased their antivirus for $60.16. I told them that I had another service and did not want them and wanted a refund. The person just wanted to argue with me and would not agree to the refund.

    Business Response

    Date: 04/05/2023

    Dear *****,

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

    Thank you for speaking with me today regarding your complaint. As discussed, a refund for your purchase was processed on April 2 back to your payment instrument on file. We sincerely apologize for any inconvenience you may have endured while attempting to resolve this issue. If you have any additional questions or concerns, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 04/06/2023

     
    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,

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

    Customer Answer

    Date: 04/06/2023

     
    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:03/31/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The renewed a subscription that I didnt know I had. I was not given a notice of the auto renewal and I want them to refund the money.

    Business Response

    Date: 04/12/2023

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

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you.

    Please see my email correspondence for more information regarding your refund. 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:03/30/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 get tens of these emails per week from Identity Theft Protection. I have no use for McAfee's service as it is intrusive and repetitive. It only serves to create confusion.McAfee's customer service is horrendous. First, the emails contain no easy way to access or delete my account. The website states I don't have an account associated with them. Yet, I continue to get emails that I cannot unsubscribe from. McAfee's customer service reps are useless and can't remember what I called them for. I need my account and my data deleted immediately as I had saved personal information when I created the account and this is gross misuse of that data. This is one of the worst companies I have ever dealt with. Can't believe they are still in business. Useless.

    Business Response

    Date: 04/06/2023

    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 McAfee, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Time (US). 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: 04/10/2023

     
    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. 

    ****** and I communicated over email and got this resolved.


    Sincerely,

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

McAfee, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.