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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.
  • 114 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:01/19/2023

    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.
    1/18 I was charged for a renewal fee. I called to ask why I was charged since I only bought a one year subscription. I told them I wanted to cancel after this payment and end the subscription. They took it upon their self after being told not to charged my card 279. Plus the renewal fee of ******. The ****** is being refunded. They charged my card 279 with out my approval. That is very illegal. Now I'm out over $400. Till I receive the ****** back.

    Business Response

    Date: 02/06/2023

    I responded to the customer complaint by sending an email, and the customer has responded to my email and was waiting to hear from me.  Called customer and left a voice message, now waiting to hear from the customer.

    Customer Answer

    Date: 02/10/2023

     
    Complaint: 19315784

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 02/15/2023

    The account shows the customer was refunded in the same day he was charged.  I've tried reaching out to the customer occasionally, but I have not heard anything else from the since his last reply. 

  • Initial Complaint

    Date:01/19/2023

    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.
    Business was supposed to provide a refund of $162.36 on 1/13/2023 via bank transfer. They have not done so the refund information is below: REFUND TOKEN :-ORDER NUMBER = MLRN-3973896/CUSTOMER NAME = ***************** CUSTOMER NUMBER = *************** E-MAIL ID = *********************** CANCELLAION ID = ******* REFUND ID = ***************************** UV ID = ******** UV PASSWORD = **** REFUND AMOUNT = $162.36 BANK NAME = CAPE COD BANK AGENT NAME = **********************DATE = 01/11/2023 __________________________________________________________________________________________________________ALL THE MCAFEE PAID BATCH FILES REMOVED FROM YOUR COMPUTER AND YOUR SUBSCRIPTION WAS CANCELLED.SHARE YOUR REFUND ID WITH OUR BILLING MANAGER FOR AN INSTANT BANK TRANFER. DURING THE REFUND PROCESS YOU ARE NOT REQUIRED TO SHARE ANY PERSONAL/BANKING CREDINTIALS OVER THE ****** YOU ARE REQUIRED TO SIGN IN TO YOUR BANK ACCOUNT TO ACCEPT YOUR PAYMENT WHICH WILL SENT THROUGH ONLINE PAYMENT GATEWAY.NOW PLEASE WAIT 4/5 MINUTES OUR BILLING MANAGER WILL CALL YOU.THANK YOU FOR USING MCAFEE

    Business Response

    Date: 02/01/2023

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

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
    To confirm, the text message you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. McAfee does not send invoices, or renewal information via text message. Additionally, McAfee will never ask you to log into your banking account, in order to process a refund.

    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 10am to 7pm Central Time (US).

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

  • Initial Complaint

    Date:01/18/2023

    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 notice on my computer that my McAfee had expired on 1/12 23. I paid $54.99 for one year renewal on 1/13/23 order conformation # CS3186199977, I am not receiving that service. I have notified McAfee everyday since then and requested a refund without any response. I also called their customer service and the agent wanted me to download everything on my computer, that I wouldn't do. Please help me receive the service I want.

    Business Response

    Date: 02/01/2023

    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 request. 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:01/14/2023

    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 have no idea what to say or do with McAfee. I am being bombarded constantly with notices that my subscription has ended and that I am in danger of all kinds of virus attacks, but I notice they all seem to come from different addresses. One night, I actually went on a **************** chat line with ********************** after I saw on their website that I am paid up until ****, so that already told me that many of these notices are fraudulent and are there only to scare me into paying money. I asked in the chat if what I saw on the website was accurate, and they said yes. I told them about the bombardment of messages demanding payment; I was told in clear English that those notices are fraudulent and not to be considered accurate. All well and good, but the notices never stop coming in. For a while, I was reporting them to McAfee, but that changed nothing. I don't know how to react or if what I am doing is helping or hurting. I need clarification and guidance because I am left wondering just how much of a risk I am taking by ignoring the flood of messages that are designed only to scare me.

    Business Response

    Date: 01/25/2023

    Dear *******,

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

    Please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US).

    Sincerely,

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

  • Initial Complaint

    Date:01/13/2023

    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.
    9-9-2022 charged $137.14 on discover invoice cs3100027747 9-14-22 i contacted discover to challenge this transaction.discover told me they will reach out to them i reached out to mcafee to remove my card from auto renewal status, and get a refund online please note 10-9-22 is the renewal date, fee was charged 30 days before due date! 11-11-22 status of account shows cancelled. invoice #cs3142705022 i don't have a refund, or active virus protection. i have contacted them on 3 occasions in the last 90 days for a refund ************************ is the email used.ticket# 1-129855621

    Business Response

    Date: 02/01/2023

    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:01/10/2023

    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 got a message on my computer that my virus protection was expiring. I attempted to renew it. After I gave my information from my credit card, I got an email saying the request failed. I called the number and spoke to a girl who said I would not be charged the $59.99 fee. I looked at my bank statement and they took the money out of my checking account. I called the same number*************** in an attempt to get a refund but the girl said she had no record of my charge so it appears that they took my money for nothing.

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2023/01/26) */
    Dear ******,

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

    Thank you for speaking with me regarding your complaint. I am happy that we were able to locate your active subscription and update your existing account. Additionally, I received notice from our technicians that they were able to successfully install McAfee on your computer and assist you with stopping the unwanted messages appearing on your computer.

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

    Sincerely,

    Chris *******
    Executive Customer Assistance Team
    McAfee

  • Initial Complaint

    Date:01/10/2023

    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.
    Was billed $149.99 to my paypal account on Oct 20 2022. Canceled my account on Jan 3 2023 was told they would send it to billing and issue refund. Have not received refund. Called McAfee Jan 10 2023 they said account wasn't canceled and they couldn't send refund because it was more than 60 days in. They sent me an email on Jan 3 2023 that said I had turned off auto renewal. Would like to make sure that they canceled service and get a refund.

    Business Response

    Date: 01/24/2023

    Dear *****,

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

    Please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). If you do not wish to call, you can also reply to the recent email message sent to you. I look forward to assisting you.


    Sincerely,

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

  • Initial Complaint

    Date:01/09/2023

    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.
    **See attached**

    Business Response

    Date: 01/23/2023

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

    My name is *************************. I am on the Executive Customer Assistance Team at **********************. I am sorry that I been unable to reach you to discuss 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 ****************************************.

    Please keep in mind that your case can always be reopened if needed by replying to the email I sent you directly.

    Thank you for contacting McAfee.

    Sincerely,

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

  • Initial Complaint

    Date:01/09/2023

    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.
    Mcafee took money from my account when I did not give them permission. I have tried calling them and also tried to email them but to no avail.

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2023/01/24) */
    Dear***********,

    My name is Kandi *******. I am on the Executive Customer Assistance Team at McAfee. 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,
    Kandi *******


    Consumer Response /* (2000, 8, 2023/01/25) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    They gave me a refund.

  • Initial Complaint

    Date:01/07/2023

    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 charged my card that is no longer active. I no longer want their service. I cancelled within the 60 day policy. They refuse to give me a refund because I do not have the last 4 digits of the old card they used. They want me to give them a new card to get a refund. They will not explain how they have been able to charge a card that does not exist. I do not trust giving them my card information. I have reported this to my bank. If there are criminal charges I need to file against them as well, I am willing to do so.

    Business Response

    Date: 01/23/2023

    Dear ******,

    This 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.

    I received your message stating that your request for a refund was previously resolved by our support team. We have noted your comments regarding your experiences with our support team for further review of those interactions.

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

    Sincerely,

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

McAfee, LLC is NOT a BBB Accredited Business.

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