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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:01/29/2023

    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.
    Very roughly 4 years ago I purchased anti-virus software for my **. As soon as I got it, I went to their online service portal and switched OFF automatic renewal. (I never requested it "on", McAfee defaulted it to "on".) At the end of each year I manually (explicitly) renewed when needed. Roughly 18 months ago my ** was having problems so I uninstalled their product. The ** eventually died and I bought a new one. However, McAfee auto-billed me via credit card for $79.99 on 12/11/2019. I called to have it refunded on 3/6/2020, call ref **********, but they said the "license agreement" forbid it. I had earlier asked my credit card company to remove the charge, but they eventually said they couldn't. (McAfee may have also auto-billed me in 2018, but I didn't catch the mistake then.) The key points are that I NEVER authorized automatic billing, and I never installed their software on my new **. (It's also known as "automatic subscription renewal".)Product_Or_Service: Anti-virus ** software

    Business Response

    Date: 02/13/2023


    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:01/28/2023

    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 was charged for software I did not purchase

    Business Response

    Date: 02/08/2023

    Dear *******,


    This is ************************* again, with McAfees Executive Customer Assistance Team.

    Thank you for confirming that your issue has been resolved. I will now be closing your service request. If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to this message or call me directly at the number listed below in my signature.

    Thank you for contacting McAfee.

    Sincerely,

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

  • Initial Complaint

    Date:01/27/2023

    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.
    McAfee: Svc Request 1-129374351 - Refund 12-D-W Yahoo McAfee Consumer Support <******************************************>To:************************* Thu, Dec 29, 2022 at 12:44 PM, was auto deducted payment of ****** on 12/28/2022, via email from company. Renew option was not given for 1 device only for 5 devices. On 12/29/2022 again called and Rep: *********************** and stated that I verses refund, I would been protected with an extention to June ****, initally I agreed. However today, 1/27/****, spoke with Rep: ****************** (Lnmae?) and was very presissent on getting another tecn for remove of all info from dark web and removal of unwanted applications, for the price of ****** dollars, We had a disagrement on and for any additional cost, therefore am writing the BBB. I had informed him that I wanted a refund and he stated that it would be possible for, the license number and authorization has been notated on my account.I will be getting a different Anti Virus installed today and remove McAfee.I thank you for you time, attention and assistance with this matter, with a full refund. *******

    Business Response

    Date: 02/10/2023

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

    Customer Answer

    Date: 02/13/2023

     
    Complaint: 19318860

    I am rejecting this response because:  Attention had not been notated that I may wanting a full refund of $132.00 owed to me.  Secondly: Second McAfee Rep., started getting annoyed with me, getting louder on the phone with me, due to me rejecting his offer.  This conversation went on for approx., five mins.  due to not agreeing to pay extra of $180.00 for Dark Web removal.  I had even shared with him that I didn't have the funds at this time and not would I pay this amount.  As of 27th Jan 2023, i have deleted McAfee and gone with another Anti Virus company.  


    Sincerely,

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

    Business Response

    Date: 02/22/2023

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

    Customer Answer

    Date: 02/26/2023

     
    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:01/27/2023

    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.
    McAfee charged my credit card without my permission. The charged it $162.36. I have had to call them twice about my refund. Now they are keeping me on hold for a ridiculous amount of time.

    Business Response

    Date: 04/12/2023

    The customer has been contacted by way of email and phone call to try and resolve the issue.

  • Initial Complaint

    Date:01/27/2023

    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.
    Received a credit card bill where McAfee charged me twice to renew my 2020 coverage. First charge of $116.82 on the 12th of December 2019- 2nd charge of $116.82 two days later on the 14th of December 2019. After several phone calls and emails with McAfee with NO RESOLUTION I had to contact my PNC Bank. PNC investigated the second charge and my credit card was reimbursed for the charge on Dec. 14th for $116.82 said amount. The current payment on the 12th of $116.82 remained on my credit card. Received a warning from McAfee that my protection was removed off my computer over 35 days ago! I expect McAfee to honor my 1st payment on the 12th or credit my account. Any problems I have with viruses from their negligence they should be responsible for. I've already called and filed a report #********** without any closure. Phone assistance is impossible and frustrating. When you request to talk to a supervisor the operator refuses. Understanding the English is VERY difficult making it impossible to receive proper customer.Product_Or_Service: computer protection

    Business Response

    Date: 02/22/2023

    Reached out to the customer with the following email.

    Hello April

    My name is *********************************** with McAfee Executive Customer Assistance Team.  We greatly apologize for just now being able to respond to your issue.  I have read over your case and gladly honored your request due to your inconvenience with a year of coverage.  Your new expiration date is 02/22/2024.  If you have any questions or concerns, please feel free to respond to this email.

    Thank you for your time and patience.

    Customer Answer

    Date: 03/01/2023

     
    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,

    April Bone

  • Initial Complaint

    Date:01/27/2023

    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.
    Date of the problems (12/23/2022 till Now...01/27/2023. Have been trying to get company to delete a true key profile so I can get the software to work. I have been trying since Dec. I have made 7 attempts to get the job done and all I get is the pass the buck.. They have made many promises to do this for me. Their **************** will not get this done me. They even have done some damage to my computer. I have tried and tried to solve this problem. I don't feel I am getting my monies worth.... They have made no attempt to get this done for me.

    Business Response

    Date: 02/17/2023

    Reached out to the customer by email to confirm that I will be looking into his issue with True Key.

    Customer Answer

    Date: 02/27/2023

     
    Complaint: 19318876

    I am rejecting this response because: There has been No Response even after I just sent an other e-mail....

    Sincerely,

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

    Business Response

    Date: 05/17/2023

    Reached out to the customer and informed him that I have escalated this back to our tech support team for further assistance, customer agreed.

    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:01/23/2023

    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.
    I shut off auto renew and left an expired card on file because I had no intentions of renewing. When November came around they ignored this and pulled up an old card I used (which happens to be my 80 yr old moms credit card). I called and spoke to one person and received a ticket number but they didn't do anything. I called back and talked to 3 different people, the first guy acted totally annoyed and bored by me, he yawned in the phone WHILE I was speaking and transferred me to someone else. The second guy said he would transfer me to billing, the phone rang some 30 times and no one ever picked it up. I called back and the lady I spoke with said the money would be returned.. a month later and still no refund. I am low income, I can't afford this which was why I wasn't going to renew, I uninstalled the app from my everywhere. I have the ticket number and screenshots showing as much of this as possible. Can you please help me!

    Business Response

    Date: 02/08/2023

    Dear ****,

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

    Thank you for speaking with me regarding your McAfee account and support experience. As mentioned, I sincerely apologize for the unsatisfactory experience you had when contacting our support team about the renewal charge on your McAfee account.

    Per our conversation, we are providing a check refund, as our system's attempt to return your funds to your payment instrument failed. Generally, most customers receive their checks within 2 weeks; I will send you a confirmation email, once I receive notice your check has been mailed.

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

    Sincerely,

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

    Customer Answer

    Date: 02/09/2023

     
    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:01/21/2023

    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 received a credit card statement with a $160 charge to Mcafee. I called the Mcafee customer service number to cancel it and the first person I spoke to gave me the number **********. I called it and spoke to a rude woman I could not understand because of a heavy foreign accent. I gave her every email address I have ever had and she finally found the account under an old email. To the best of my understanding, I have Macafee lip service (she would not spell it but said it over and over) which could not be refunded because it is beyond the cancellation window. How can I cancel a subscription I don't know I have before I receive a bill stating that I have been charged? I have another service that is $50 and when I asked the name of that service she was quiet for a long time, then I heard a click. She hung up on me. I also own a small business and I intend to check each and every computer for Mcafee subscriptions and cancel every single one if this issue is not resolved to my satisfaction. Surely I can find a company who will treat me better.

    Business Response

    Date: 02/07/2023

    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 (US). 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:01/20/2023

    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.
    I tried to cancel my subscription to Mcafee internet security. I was told that it had been over 60 days from my renewal date that I could not get a refund. The date they charged my credit card was Nov. 1 ***** but the actually renewal date for the service was Dec. 2, 2022. They charged the credit card a month before the actual renewal date. I asked to cancel on Jan 19, 2023. They said the 60 days starts on the date the credit was charged not on the date the service is renewed. This is very bad business practice. I have been a customer for several years. I like their product but there refund policy is terrible.

    Business Response

    Date: 02/10/2023

    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

    Customer Answer

    Date: 02/13/2023

     
    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,

    *****************************.          I was told that I would get a refund for my purchase. As of today I have not received my refund. I contacted the company and was told they would find out what is going on.

  • Initial Complaint

    Date:01/20/2023

    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.
    Paid ****** in October 2022 for a year of virus, computer died in November 2022 Purchased new computer and requested ************ 1/20/2023 They stated I could not get refund because it was past 60 days . When my computer stopped working it was within the time but they make it impossible to get ahold of them I am requesting a ****** refund as I have not been able to use the product

    Business Response

    Date: 02/07/2023

    Dear Ms. 

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

McAfee, LLC is NOT a BBB Accredited Business.

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