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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:01/05/2023

    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.
    I would like my subscription dates corrected to 1/26/23-1/26/24 before it runs out since I have already paid for it. See below for documentation. As of today, they are still wrong.November 27, 2022 *McAfee charged my credit card $106.34 for renewal for Total Protection for 5 devices 12/27/22-12/27/23.November 29, 2022 *I spoke to *********************** to request a refund of $106.34 and replace with current advertised price of $37.21. *I received email she issued refund. I also received an email with the correct price of $37.21, however the dates were incorrect. The dates showed were 12/27/23-12/27/24, but should have been 12/27/22-12/27/23.*I called and emailed McAfee support of error with dates. Ticket #1-126219921.*Received email from McAfee Ticket has been resolved.December 7, 2022 *Spoke to Natina advising date error not corrected. Gave me Ticket # 1-127135351 and transferred me to billing.*Spoke to ****** in billing. He said it was technical error. Submitted to Sr. **** team. 5-7 business days resolution.December 16, 2022 *Spoke to Milani sent me to specialized support team billing.*Spoke to Aniruoh. He said calls have been made to me. I advised never received any calls or messages. He said he gave me a license extension until 12/27/23 and correcting dates.December 19, 2022 *Nothing corrected. Spoke to *****. She gave me a 30 day license extension until 1/26/23 due to holidays and will send confirmation.December 20, 2022 *I received voice mail from ******* (supv) that issue was resolved.*Received email issue resolved.*I spoke to ****** requesting supervisor since issue has not been resolved. Supv. not available,will have supervisor call me. He reopened ticket.December 21, 2022 *Spoke to ***. He would not give me a supervisor. He said they are working on fixing the dates to 1/26/23-1/26/24. Give them 3-5 business days. He will call or email when complete.January 5, 2023 *As of today, nothing has changed and I have not heard from anyone.

    Business Response

    Date: 01/23/2023

    Customer issue has been resolved. According to her subscription and the issue at hand, her subscription has been extended to the correct expiration date.

  • Initial Complaint

    Date:12/30/2022

    Type:Sales and Advertising 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 keep receiving emails from this company. When I click on the "unsubscribe" link it takes me to another site where it gives you options on their package prices. I cannot unsubscribe from this business emails. I have reported it as scam on my emails and I still get these emails at least 3 times a day.

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2023/01/20) */
    Dear**************,

    My name is *************. 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,
    *************

  • Initial Complaint

    Date:12/29/2022

    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.
    Unable to contact customer service about a refund. **********************'s only option is to call their 24/7 hotline and stay on hold for 30 minutes to an hour before being disconnected. Order number #CS3168933780

    Business Response

    Date: 01/23/2023

    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. 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:12/28/2022

    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.
    11/25/22 I activated serial number ***************************** and was then charged for a renewal by this company. I have made several attempts to clear this up and was only issued the credit for the amount charged. No one will assist me in getting the product that I activated going on the computer.

    Business Response

    Date: 04/06/2023

    Dear *******,

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

    Per my message on January 25, 2023, we reviewed the McAfee product keys you provided by email, and they were previously redeemed on your account. We did not find any additional McAfee accounts associated with the email addresses you provided as well, your current McAfee account is associated with the email address provided in your complaint.

    At this time, you will need to activate one of your remaining product keys on your account at ******************************************** to add it to your existing account. If you have any additional questions or concerns, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 04/07/2023

     
    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:12/22/2022

    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.
    My husband bought a new Laptop. Used McAfee to protect it. Used my bank card to pay for it because he doesn't have a bank card. 1 year later his service with them is about to expire and without calling me first they took $95.70 out if my account. When I called to get my money back they gave me half and tried to sell me there services. I told them I just wanted my money back they have done nothing but lie to me and give me the run around for the other half. The $95.70 came out 12/2/22 and I called them right awsy....like that night. I received $47.86 as half the refund on 12/5/22 and that's when all the lies and the run around started. I've called numerous times, been told told a supervisor will call me back...when I didnt get the call I called them and was told there was no supervisor available. I have had enough and I just want the rest of my money. Its not hundreds of dollars but its my money and they did not have permission to take it in the first place.
    Thank you.
    *****************

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 5, 2023/01/05) */
    Dear Ms.******,
    I want to thank you for continuing to work with me regarding your concerns. Please feel free to contact me directly, if you have any additional questions, or concerns related to your complaint.

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


    Consumer Response /* (3000, 7, 2023/01/11) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I have not heard back from them at all about this case and I have yet to receive a refund, a return call or email. No communication what so ever!!


    Business Response /* (4000, 9, 2023/01/17) */
    Hello Ms.******,

    Thank you for confirming that the refund of $47.86 was received on January 12, 2023. Please feel free to contact me directly, if you have any additional questions, or concerns related to your complaint.

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

  • Initial Complaint

    Date:12/21/2022

    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.
    McAfee representatives refuse to give MD support full refund for unwanted and unused services that I have no devices registered to.

    They refuse to delete my personal information and keep charging me for services I firmly said I don't want.

    I dont even know how they got my card info

    Business Response

    Date: 01/19/2023

    Business Response /* (1000, 5, 2023/01/05) */
    Dear********,

    My name is Chris********; I am a supervisor on the Executive Customer Assistance Team at McAfee. 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).

    Sincerely,

    Christopher********
    Executive Customer Assistance Team
    McAfee

  • Initial Complaint

    Date:12/19/2022

    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.
    12/19/21 I received an email I was being charged $139.09 from Mcafee LLC. I did not have an account, that I knew of. I called and asked to cancel, with a refund. They sent back an email saying it was resolved. That's when I made The mistake and assumed they would follow through with those 2 things. 12/19/22 I received an email that Mcafee LLC charged me $160.49. I called and asked to cancel, with a refund (again). That's when I realized they never refunded $139.09 from 2021, also they canceled my subscription. They said they can not refund me from last year because it expired and they said they can't help me. They said they have notes that said I didn't ask for a refund and won't send me the transcript. We don't use this product on any of our computers and we never have. I did not even realize until 2021 I was Getting charged, PayPal sent the first email about the charges in 2021. I started getting charged in 2019.

    Business Response

    Date: 01/19/2023

    Business Response /* (1000, 5, 2023/01/03) */
    Dear*******************

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

    Per our conversation today (Jan. 3, 2023), we have cancelled your McAfee LiveSafe subscription associated with the email address, ********************* This subscription will no longer renew per your request, and we have removed your payment instrument details from our system.

    We sincerely apologize for any inconvenience you may have endured while attempting to resolve this issue. If you have any additional questions or concerns regarding your McAfee account, please feel free to contact me directly.

    Kind Regards,

    ************s
    Executive Customer Assistance Team
    McAfee

  • Initial Complaint

    Date:12/18/2022

    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.
    RE: Service Request************
    I purchased a 2-year Internet Security subscription. Right away, it did not function as advertised. The VPN has never worked correctly. I complained after a few weeks and got no reply. Months later, they say I can't get a refund. I don't use this product at all since it doesn't work. I can't even get it to open on my phone any longer. The VPN only works on my home network-I don't need it on my home network-it's supposed to protect me while on a public wi-fi connection.
    I called and was told a supervisor would call me back. Never happened. I keep getting emails stating the issue has been resolved-IT HAS NOT BEEN RESOLVED.
    I want a FULL REFUND for my purchase. This product is garbage, and this company does everything it can to avoid refunding my purchase. I ended up having to buy an internet security subscription from another company (more expensive) because McAfee was such a useless software.

    Business Response

    Date: 01/05/2023

    Business Response /* (1000, 5, 2022/12/28) */
    Dear Mr. ******,

    My name is *************. 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 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,

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


    Consumer Response /* (2000, 7, 2023/01/04) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Refund was issued right away after complaint was made.

  • Initial Complaint

    Date:12/16/2022

    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.
    ************************* ******************************************** 14, ************************************************************* Re: McAfee virus protectionCorporate office: ************************************************************************ Gmail before it was hacked **************************My phone number before it was hacked ***5593132Case # 1-127674211To whom it may concern:I was misled about McAfee protecting my phone from hackers, I purchased theMcAfee package for $84.99 for 5 devices on July 6 2022. Since then my cellphone and tablet have been hacked. I was told after purchasing it that itdid not stop hackers from my devices. After I purchased it I was also toldI could not use McAfee on my laptop because it was to old with Windows 8.My laptop was hacked and my a few of my gmails too.I have had to buy another cell phone and I have not been using my tabletwith internet because of the weird things happening to it.An agent from McAfee said I had 5 tablets and 5 phones connected to myaccount, I do not have 5 tablets, nor 5 phones. I only installed it on 1tablet, 1 cell phone and on my laptop.I have been complaining for several months, I have asked several agentsfrom the McAfee for the corporate office phone and address and no one gaveit to me. I tried googling it and I was not able to get a phone number totalk to someone. I also requested to speak to a few supervisors. Severalof them said a supervisor would call me back and I never got a call back,until yesterday.I want my money back, their product did not work for me.If you have any questions, please call me on my new cell # ************ oremail me at ************************** Thank you,*******************************

    Business Response

    Date: 01/04/2023

    Customer has been refunded per her request.

    Customer Answer

    Date: 01/05/2023

    (The consumer indicated he/she ACCEPTED the response from the business.)
    I received my money back.

    Thank you

  • Initial Complaint

    Date:12/16/2022

    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 invoice from McAfee LLC via email in the amount of $399.00, when I called the number to dispute the amount, I advised them that I did not even own a computer and wanted to dispute the charges or cancel they hung up on me, I continued to call back and they continued to hang up on me.

    Business Response

    Date: 12/19/2022

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

    My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. To confirm, the email you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. 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 *******************************************. Additionally, I am unable to locate a McAfee account associated with contact details provided.

    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

McAfee, LLC is NOT a BBB Accredited Business.

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