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:03/29/2023

  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.

  We have a couple of bogus charges to our account for products that we did not purchase. First, McAfee charged our debit card and we blocked that. Then we saw that a charge came through on our credit card and we called to have that refunded. That was refunded. I called them and inquired about how to delete my financial information from my account. I was not able to delete the one credit card that was stored. In speaking with the agent, I came to find out that McAfee had four of our cards stored on file. I could not see any of the ones that were stored. So, I was not able to delete on my own the one that I could see, and then the agent gave me a hard time about deleting the ones that are viewable to the agent and not me. I stressed that I am not comfortable with a company storing my information that I am not able to see or delete. Especially when bogus charges were being made. I inquired about the last order and she said that the device that it was being purchased for was called "World of *****." I told her that 1) none of our staff uses McAfee any more and that 2) We dont not have any device that has that name. At first she said that she would submit a ticket, I said I want everything deleted. After a LOT of me pushing, finally she said she was able to do that. I said that I do not want to end the call until 1) my financial information is OFF McAfee server and 2) I want my account COMPLETELY closed. She was finally able to do the first, but not the second. I tried many times to have her delete my account and the agent said she could not. I do not feel safe with my information being held by a company protecting from viruses when their system was somehow hacked, my financial information taken, bogus charges made, and then I have to spend HOURS to get it resolved. I had to get a new debit card issues, which is a headache. I am cancelling a company credit card. This has been a huge headache and a waste of time. And the most difficult part was dealing with McAfee.

  Business Response

  Date: 04/12/2023

  Called and emailed the customer, confirming that his information is no longer registered in our system.

• Initial Complaint

  Date:03/29/2023

  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.

  On October 28, 2022, I cancelled McAfee coverage and requested $158.99 refund. I was informed refund would be made to my card within 2-5 days. Thirteen phone calls and three letters to date without refund. My bank and bank records confirm no refund has been made. I am repeatedly told by McAfee that refund was made October 28, 2022. My bank card has expired. McAfee continues to tell me to update my card. I tell them that website will not allow me to make changes because I no longer have an account.

  Business Response

  Date: 03/30/2023

  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: 03/31/2023

   
  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:03/29/2023

  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 March 3,2023 i was charged for a renewal with McAfee of $127.19 and i have not been involved with this company since 2019. I no longer use this device and when you log into my old account it shows it has been cancelled and no credit card information is on file. I am extremely concerned as to how they accessed my cc number and made this charge. I called their Customer Support and they said my account was cancelled and someone would be calling me. I am not comfortable with this. Is there something you could do for me. Also you have helped me in the past with other situations. Thank you.

  Business Response

  Date: 04/03/2023

  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 (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: 04/04/2023

   
  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:03/28/2023

  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.

  The company hit me with auto renewal for services on 1/4/2023 as soon as I noticed the charge. I went on the website and was able to process a refund (so this means I requested my original within 60 days from being charged). I did not feel like I needed to make a screen shot or anything additional because the website stated the refund requested would be processed by a certain date (which I don't remember exactly). The refund was never credited to my form of payment. I just called and denied my request for full refund due to no record of refund request in their system ( reference number provided 1-139383761 *****/ Mcafee). Please, get company to refund the charges.

  Business Response

  Date: 04/04/2023

  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. 
  
  McAfee does not currently have an online refund request feature for customers in your region. To request a refund, customers must reach the McAfee support team by phone at **************, within 60 days of an auto-renewal charge or 30 days of a manual charge. As a goodwill gesture, I have initiated a refund for this recent charge. You can find additional details in my direct email.
  
  If you have any additional concerns in the future regarding this complaint, 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,
  *************************

  Customer Answer

  Date: 04/08/2023

   
  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:03/17/2023

  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.

  Purchased update McAfee Premium Individual and installed. They required credit card information for Auto Renewal to install. I then tried for two day to logon to my account and turn off Auto Renewal. Continue to get and error message with that feature. I want the Auto Renewal Turned Off on my account. Never had issues until this year 2023. Called ************** and was told they only offer support from *****. I do not want to talk to *****, and requested to be transferred to *****************. Was told they do not have support in *****************. So no web support and now no support in *****************.

  Business Response

  Date: 03/27/2023

  Dear ********************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  As mentioned in my email response, I have turned off the auto-renewal feature associated with ********************* and have reported the error you were receiving.
  
  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: 03/30/2023

   
  Complaint: 19611533
  
  I am rejecting this response because:  The error has not been corrected.  I have returned three voice mail messages to *************  We are playing phone tag, so the issue is not resolved.  I can be reached at the number provided in the complaint after 2:00PM EST.

  So sorry to see on the response from McAfee that ****** could not even get the right name.  This shows the lack of ******** care and support.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/31/2023

  Dear ****************,
  
  My sincerest apologies for the incorrect name on my response. The Better Business Bureau requires a response in a short timeframe. My message to them was to let them know that I have received your complaint, and we are investigating the issue. However, the auto-renewal feature associated with ******************** for the McAfee+ Premium - Individual subscription, has been turned off.

  
  If you have any additional questions or concerns, 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.
  

  Sincerely,
  ***************************
  Executive Customer Assistance Team

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19611533
  
  I am rejecting this response because: We have not been able to talk about the error message which is still the case.  If I am not able to turn off the Auto Renewal, I am sure other customers are not able to turn off Auto Renewal.  I would like to actually talk about the issue and will follow up with an e-mail upon conclusion of our discussion.  I am available after 2:00PM EST at the phone number provided.  Thanks for your time. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/05/2023

  Hello ****************,
  
  I have attempted to contact you 3 times by phone and left 3 messages. I have also followed up with 2 emails. At this time, there is no option in your account to turn off the auto-renewal because it is already turned off. I have reported this issue to the development team, and they will prioritize investigation based on factors including any other similar complaints should they be received.
  
  If you have any additional concerns 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 (US). If you would prefer to communicate by email, you may respond to my email correspondence.
  
  Thank you for contacting McAfee.
  Sincerely,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:03/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/1/2023 Mcafee charged me via my bank account $158.99 for online security package. I called the next day and said I do not want this. I want a refund. I was given a service number *********** when calling in reference to this dispute. They tried to talk me into an another deal and I was going to take it but I never confirmed it. I was put off and was told they would refund my money and then I could buy the other package. As of today, 3/16/2023 I still do not have my refund. Mcafee keeps stating to me the refund has been processed and gave me a confirmation number cs3220066403. I called my bank-********************* ************ and they said they do not have anything pending as a refund to my account. In the small print it states full refund if requested within 60 days. I just want my refund but Mcafee will not stand by their word. The last case number they gave me was 1-1381032111 )in reference to my case. This has caused me to have been locked out of my account, overdraft fees. I need assistance with getting my refund. Can you please help me. My proof of payment is on my banking statement, which is online.

  Business Response

  Date: 03/24/2023

  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. I will keep your case open on my end, until we confirm that your check refund is received.
  
  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 (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

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON FEBRUARY 23, 2022 I PURCHASED MCAFEE INTERNET PROTECTION FROM AMAZON WITH A ONE YEAR SUBCRIPTION.(******). (SEE ATTACHMENT). ABOUT JANUARY OR FEBRUARY 2023 I RECEIVED AN EMAIL FROM MCAFEE ASKING ME IF I WANTED TO RENEW MY SUBCRIPTION. I ANSWERED NO. UPON REVIEWING MY CREDIT **** STATEMENT IN FEBRUARY 2023 I NOTICED A CHARGE FOR ****** FROM MCAFEE. I CALLED CHASE AMAZON **** AND TOLD THEM I DID NOT AUTHORIZE THE CHARGE. THEY TOOK THE CHARGE OFF THE **** AND SUGGESTED THAT I CLOSE THAT **** AND THEY WOULD SEND ME A NEW **** WHICH I DID. I RECEIVED THE NEW **** AND AGAIN THE CHARGE WAS ON THE NEW **** FOR ******. ON MARCH 16, 2023 I CALLED CHASE AMAZON AGAIN AND THEY SAID THERE WAS A FRAUD ON IT BUT THEY COULD NOT REFUND ME THE ****** AND I WOULD HAVE TO SEND A LETTER TO THEIR FRAUD DEPARTMENT IN ********** ******** TO OPEN A CLAIM. I DECIDED TO CALL MCAFEE TO SEE IF I COULD SETTLE IT WITH THEM. DURING A LENGTHLY CALL THE PERSON I TALKED TO THERE SAID THAT I HAD PURCHASED A 5 YEAR SUBCRIPTION AND THEN TRIED TO SELL ME A NEW ONE THAT WOULD BE 3 YEARS AND COST MORE MONEY. HE WOULD NOT REFUND ME, HE SAID IT WAS TOO LATE. HE TOLD ME TO CALL THE CREDIT **** BECAUSE THEY AUTHORIZED THE SECOND CHARGE ON THE NEW ****.

  Business Response

  Date: 03/29/2023

  Dear *****,

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

  Thank you for speaking with me regarding your McAfee account and your BBB complaint.

  Per our conversation, we have issued a refund for the recent renewal of your McAfee Total Protection subscription back to your payment instrument. Generally, most customers receive their refunds within 5 business days after processing. We had additionally disabled the auto-renewal feature associated with your subscription.

  As discussed, we noted that the reseller on Amazon provided some misinformation about your McAfee subscription. In the future, if you ever need assistance with your McAfee account, please contact our support team at ************ or by chat at *******************************************.

  Sincerely,

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

  Executive Customer Assistance Team

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

   

• Initial Complaint

  Date:03/17/2023

  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 withdrew unauthorized funds from my bank account. I have the transaction number in the amount ******z. This is the second time this has happened and I have written communication from Mcafee that they would continue auto renewals per my request Jan 2022. Yet on March 2023 they withdrew ****** my account and denied the transaction. They were rude would not provide a refund. I have notified my banking institution of the fraud and will continue to escalate until there is a refund.

  Business Response

  Date: 04/12/2023

  Reached out to the customer to try and resolve the issue, By email, and did not receive a reply.  Made 1st call, and after I announced who I was, customer very quickly stated that "if you're going to refund it, just do it and disconnected the call.

• Initial Complaint

  Date:03/17/2023

  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.

  Charging for LiveSafe autorenew, website states autorenew turned off - but charged me last 3 years. Last receipt #CS3226428651. Renewed 3/8/23. Cannot turn this off.

  Business Response

  Date: 03/27/2023

  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.
  
  Looking into the account associated with *****************************************,it appears you were able to connect with our support team, and they processed a refund for the recent renewal, and turned off the auto-renewal feature at that time 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

  Customer Answer

  Date: 03/29/2023

   
  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:03/16/2023

  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 bought McAfee software. It stopped functioning a week ago. I spent two days and hours with their technical support team and they finally said they were unable to install it.I have spent hours with customer service trying to get a pro rata refund. THIS IS IMPOSSIBLE TO DO WITH MCAFEE. I have called, chatted, called again. It is one roadblock after another.The product I bought cannot be made to work by McAfee. Their failure to refund a pro rata amount on my purchase price amounts to a fraudulent usurpation of my funds.

  Business Response

  Date: 03/17/2023

  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 (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: 03/17/2023

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