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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/20/2023

    Type:Service or Repair 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.
    Approximately two months ago, our internet company Century Link, changed its name to Brightspeed. Antivirus protection was always included as part of that service. Immediately, there was no virus protection offered by Brightspeed. I called Brightspeed numerous times, but the employees would not respond to my questions as to why the virus protection was removed. They would respond with silly answers that had nothing to do with the inquiry. It was maddening. If I asked, "what happened to the virus protection?" The response would be something along the lines of "**** had a little lamb." After filing a complaint with the *** against Brightspeed, Brightspeed responded by declaring that as of January 30, 2023, there would be a "link," which would install McAfee Antivirus Protection. Indeed, on January 30, a link did appear. After logging-in to my Brightspeed account, I performed all the required steps to install the McAfee, only to be taken to a page that required as subscription at a high cost. According to Brightspeed, the Mcafee Antivirus was part of our monthly service plan, not a separate charge, or account. I tried to download the antivirus onto my Smartphone, only to be taken to the same site offering a subscription at a high cost. This time, I did receive a message stating it was "error code 424,": and to contact McAfee. I called Mcafee, and after spending much time on hold, an agent explained that they were having "issues," and that the protection would be offered soon. That was weeks ago, and still, all our devices have no protection. I updated the complaint with the ***, but there has been no response. Apparently, nothing in our country is as it once was. That is, companies once cared about their customers, and agencies there to protect consumers actually did their job. This is like a bad cartoon.

    Business Response

    Date: 03/07/2023

    Dear *********,

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

    Thank you for speaking with me regarding your complaint. At this time, our technicians are ready to assist you remotely with the issue you're experiencing with installing the BrightSpeed Security by McAfee on your mobile device. If you have any issues connecting with our technicians, please feel free to contact me directly at ************.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 03/07/2023

     
    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:02/17/2023

    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.
    I was charged $139.99 without my authorization. The charge was on 12/27, posted on 12/28. Ref#****, Acct#****. Have called them to resolve this numerous times. Tried again today, they hung up on me when I said I was going to reach out to the BBB.

    Business Response

    Date: 02/28/2023

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

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

    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).

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

  • Initial Complaint

    Date:02/17/2023

    Type:Service or Repair 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.
    Downloaded a free app and received an email indicating they will be charging me $599. Phone number I called was: **************. Talked to someone that did NOT speak English very well. Indicated I did NOT purchase this and do not want payment taken out of my count. All of a sudden, phone goes dead. I call back and now number is disconnected.McAfee Invoice no they have *******

    Business Response

    Date: 02/24/2023

    Hello **************,

    My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. Based on your description, we suspect the email received is a phishing attempt using the McAfee name. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.

    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 ********************************************************, I am unable to locate an existing McAfee account associated with your email address.

    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:02/16/2023

    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 2/14/23 i called McAfee and canceled my subscription asked for refund of $148.74****** at 6:40pm put it through (conf.# cs3207745101) said 3-5 days for refund! Today i go on bank account and see that it was put back in ...taken out again ...put back in... taken out again... they took out the monies 3 times and put it back 2 times I called them back for ***************************** to tell me 1st time a manger will call me back in ***** hours when i found the confirmation number i called back to have them look it up got another lady didn't get her name she said it was different conf. # cs3207520468 and the case # was 1-135217891 and that a manger would call me back within 48 hours . i simply want my monies refunded $148.74 without having to be tossed around McAfee from person to person and having to wait who knows how long for a call back if i even get one

    Business Response

    Date: 03/07/2023

    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:02/16/2023

    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.
    I cancelled my subscription with Mcafee but they just renewed my subscription and debited my bank card! I dont even have a computer anymore. I have had to make the same **** complaint in the past. I always get a runaround and cannot get customer service. There is no such thing at this company. They need to be shut down or fined.

    Business Response

    Date: 03/14/2023

    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. 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:02/16/2023

    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.
    A year ago I was charged $149.99 for a McAfee subscription. I called the company asked to have the subscription canceled. I had to log on to my computer for the person on the phone. I was advised the subscription would be canceled. I received an email stating as such. I also have received multiple emailing whating me to renew the subscription which I have not done. Today I was charged another $149.99 charge. I called the company, explained I went threw this last year and asked for a refund. The technician explained there was no record of my call due to it being over a year ago and there was no way for me to get a refund. That there policy is a technician would have to remove the ***** license from my computer manually which I would be charged a $75 fee. I explained that I was under the impression this had already been handle. I even spoke with a supervisor who informed me of the same information. This is outrageous to cancel a subscription. I spoke to my bank and from their end the only thing I can do is cancel my checking account and start a new one and submit the charge as fraud. I am just worried that if I do that it will affect my credit.

    Business Response

    Date: 02/28/2023

    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:02/15/2023

    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.
    My husband *********************** and me, *******************************, had antivirus software 3 years ago and decided to cancel it. We preferred Norton antivirus. Still, McAfee did not cancel it and kept billing us for the last 3 years. Last year we thought we settled for not renewing the account. We didn't have McAfee soft for at least 3 years and they billed us again in January this year. We disputed charges with **************** and McAfee disputed them back. AMEX suggested calling McAfee and we did it on 2/15/2023. The call was remarkable. They found that we opted against automatic renewal a year ago and they don't have our card on file. We asked how they billed us then. They suggested disputing with AMEX, we told them we did dispute. They tried to convince us to open another account as the email address for the old account doesn't exist anymore. We just wanted a refund for the service that I don't use. They kept telling stories about how they can't refund without us opening another account. We have reopened the dispute of the charges with AMEX and we just want them to refund through AMEX.

    Business Response

    Date: 02/27/2023

    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:02/15/2023

    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.
    I have attempted to cancel my McAfee technical protection policy a few times and they continue to bill my credit card annually. $160 a year to protect computers we haven't owned for a few years. They will NOT answer their customer service phone lines and will NOT call you back if you chose the option to do so.

    Business Response

    Date: 02/24/2023

    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:02/11/2023

    Type:Service or Repair 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've had an account at McAfee and I have been receiving phishing emails. I want to cancel the account since I don't use this product anymore. They won't provide a way to do it on their site. They don't have an email where you can request it. They only have a support chat which no one answers. I turned off auto-renewal and it keeps renewing.

    Business Response

    Date: 02/24/2023

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

    My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).
    If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:02/10/2023

    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.
    On March 17, 2021 I signed up for a two year coverage of McAfee LiveSafe Unlimited Devices for $59.99 and put that on my CC. McAfee is a well known and trusted virus protection software so I didn't have a problem purchasing this order. I've been busy the last two years building a new home. A month ago I noticed a charge on my cc from McAfee in the amount of $129.99 on August 10, 2022. I couldn't understand what that was about. I kept calling but I was always on a long wait time. Tonight I finally got through and talked to a girl named *****. I told her that I also found a debit for $119.99 on August 10, 2021. My order confirmation was #CS2708899181 on March 17, 2021. "Starts Wednesday, March 17, 2021. Expires: Friday, March 17, 2023. It appears that McAfee is not trustworthy. The company owes me $249.98 plus interest. We had an agreement for two years at $59.99. McAfee put fraudulent charges on my CC.

    Business Response

    Date: 04/12/2023

    The customer issue has been resolved with a refund processed per customer request on 4/05/2023.

    Customer Answer

    Date: 04/13/2023

     
    Complaint: 19386834

    I am rejecting this response because:  On August 10, 2021 McAfee LLC debited $119.99 from my CC and on August 10, 2022 McAfee debited $129.99 from my CC.  1. As of April 13, 2023, I have not received any credit on my CC nor have I received any check(s) as settlement.

    Sincerely,

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

    Business Response

    Date: 04/13/2023

    Customer refund in the amount of $119.99 has been processed on 4/05/2023 and is on its way to the customer.

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