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:12/15/2022

  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.

  In October of 2022, I cancelled my auto-renew on my McAfee Total Protection Plus Plan so that I would not be charged for another year's subscription. My plan's subscription ended in October of 2022 so I thought that my plan's subscription would not renew and I would not be charged. In December of 2022, I got an email from McAfee asking me to turn my auto-renewal back on. This was odd because, in my mind I had cancelled my subscription. I logged into my McAfee account and saw that I was charged $137.79 in September of 2022 - one month before my subscription would actually expire.I called customer service and spoke with a woman named Tamil. She said that she could not give me a refund because it was 60 days past the auto-renew date in September. She said she checked with someone else to what she could do and again said she would not be able to provide a refund. When I asked to speak to a supervisor, she said one wasn't available but she would have one call me at 1:00 am. I told her that is not acceptable and that I would be asleep at 1am. She then said she scheduled a call back from the supervisor at 9am the next. Well guess what...I never received a phone call. Big surprise!I asked if I could received a pro-rated refund for the remaining 9 months of the subscription because I did not want to to renew the subscription in the first place and I don't want or need it going forward. ***** also said this was not possible.I noticed there was a 30-day refund policy and a 60-day refund policy which tells me this is a regular scam McAfee is trying to get away with. They sneak in products and renewals hoping no one will notice. I shold have been more pro-active in my subscription but I didn't think McAfee would scam me. I am requesting a pro-rated refund for the remaining 9 months of the subscription even though I fell I am entitled to a full refund.(P.S. They also charged me $40 in Februrary for another product I didn't want or need but it's too late for that)

  Business Response

  Date: 12/21/2022

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

• Initial Complaint

  Date:12/14/2022

  Type:Customer Service 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.

  Latest contact from Mcafee- 12/14/2022
  My email is contacted monthly, usually several times a month for well over 1 year now claiming they are auto renewing my product I originally purchased from them and charging my bank or credit card. I have never done business with this company and never will. How they acquired my email address I do not know. Please ask them to stop, desist, all contact with me since they do not offer a web address at their web site to contact with this matter
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/16) */
  Dear Mr. *****,
  
  My name is **************. I am on the Executive Customer Assistance Team at McAfee. We have received your complaint, and would like to get in touch with you regarding your concerns, however, I see that you have requested no further contact from McAfee.
  
  I am unable to locate an account associated with the email address you provided. Based on your description, we suspect the email(s) received are phishing attempts using the McAfee name. 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 ****************************
  
  We have received reports from McAfee customers and non-customers of phishing emails being sent to their email boxes using the McAfee name. We urge you to not click any links included in those emails and to report them as spam/phishing per your email provider's reporting process. You can read more about phishing emails in the article found here, **************************
  
  Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. You can forward suspicious emails using the McAfee name directly to ****************
  
  If you have any further questions, I can be reached using the contact details provided to the ***********************
  
  Thank you,
  **************
  Executive Customer Assistance Team
  
  
  Consumer Response /* (2000, 7, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  apparently, there is fraudulently groups or peoples using your company name to contact me. I guess I will report further contacts to your fraud department. thank you for looking into this matter for me. ******* *****

• Initial Complaint

  Date:12/14/2022

  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.

  see Attached document
  Click here to Get the File - use the Password: ********
  *****************************************************

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hello Ms. *****,
  
  My name is L*************, and I am with the Executive Customer Assistance Team here at McAfee. 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 TechMaster service, 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 ****************************
  
  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
  
  
  Consumer Response /* (3000, 7, 2022/12/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need you to assist me in recovering my funds. I retired from the school system in 2021.
  
  Your assistance would be appreciated.
  
  Respectfully,
  *******. *****
  
  
  Business Response /* (4000, 9, 2023/01/03) */
  Hello Ms. *****,
  
  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:12/14/2022

  Type:Customer Service 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.

  I called mcafee about an issue I had with my computer. My computer had gotten some type of malware and had stopped working. They helped me get my computer back online. I had already had a subscription with them but *********** (Technician) said it was not good enough. He was tellling me what could happen to my computer if I did'nt get the one that was better. So I did get the better one because I needed my computer to have virtual calls ******************* I told them I did not have the money to get the better one and they understood. ***** gave me the option to pay in installments. So I did. But when the checks did not come when they thought the should they started harassing about the money! I told them I could not control the mail and to give it a few more days. I told them the mail may be slow because of the holidays. But they just kept calling me. They called me sometime 4 and 5 five times a day. They kept harassing me about the checks. So I just got frustrated and told them to cancel my order and return my refund even if it was a partial one. They said they would not, so I request to talk to a supervisor, he said he was the supervisor, so I asked him to let me talk to his supervisor and he told me his supervisor was ************************ and they could not be reached because they were in a meeting. I asked for his name and he refused to give it to me. So I told him I would contact the *** to see if they could do something about this situation and he said he didn't care. He was not the Technician that serviced my computer, *********** was the guy that performed the service on my computer, but the guy that answered the phone said ***** was with another customer and could not come to the phone.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/27) */
  Dear *****,
  
  McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee to perpetrate any number of fraudulent activities. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. Thank you for bringing this to our attention.
  
  For additional resources on avoiding scams and fraud campaigns, please see our scammer education page at ************************************************************************************ You can also report any suspicious emails using the McAfee name and/or logo to our internal security team for review at ****************
  
  We look forward to working with you in the coming days to ensure that your computer is properly protected and secure with the subscription you purchased earlier this year. If you have any additional questions or concerns, please feel free to contact me directly.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:12/12/2022

  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.

  Transaction Date: 12/06/2022
  Amount: $130.64
  Charge to my credit card without my authorization
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/19) */
  Dear ******,
  
  This is ************* again, with McAfee's Executive Customer Assistance Team.
  
  Per our conversation, we have issued a refund for the recent charge you incurred for the renewal of your McAfee subscription. We have also disabled the renewal feature associated with your subscription to prevent future charges.
  
  If you have any additional questions or concerns, please feel free to contact me directly.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee
  
  
  Consumer Response /* (2000, 7, 2022/12/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/08/2022

  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.

  I received an e-mail on this date ( 12/08/22) stating that I was being billed $599.99 to my account for a recent purchase of McAfee Advanced Threat Protection. I never purchased this service and don't even know what it is for.

  Business Response

  Date: 12/15/2022

  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. 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 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:12/05/2022

  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.

  I got an illegal bill fromMcAfee Total Protection Antivirus sent to me by Paypal for $249.00 which I never ordered. How should I proceed n this case. I never had someone send me a bill for something I never ordered.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/12/07) */
  Dear ********,
  
  My name is Lauren********. I am on the Executive Customer Assistance Team at McAfee. We have received your complaint and would like to get in touch with you regarding your issue, however, I see that you have requested no further contact from McAfee.
  
  Looking into the account associated with the contact details provided, I see that you had a subscription that automatically renewed on November 18, 2022, in the amount of $139.99, and you contacted our support team on November 25, 2022, and a refund was processed at that time.
  
  I am unable to locate a PayPal charge in the amount of $249.00. The price mentioned is much higher than even our McAfee TechMaster service, and we also don't have any home user products at that price point. If you did receive a second charge, could you please provide the email address associated with the subscription, an order number, or an attachment of the email received, we will be able to check our records for a second account. We suspect you may have received a phishing email, as the price point that is mentioned is also higher than McAfee's antivirus products. If you have any further questions, I can be reached using the contact details provided to the Better Business Bureau.
  
  Thank you,
  Lauren********
  Executive Customer Assistance Team
  
  
  Consumer Response /* (2000, 7, 2022/12/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/02/2022

  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.

  I hd a two year subscription that started on as 2/26/21 b/c of McAfee messing up my account. I got a laptop in sept of 2020 an they set up an account for me w/o my permission. The system was returned and a new systEm received. When I tried to install the software there was a problem. I reached out to McAfee and they gave me a extra 30 days for the inconvenience. Thus my subscription should not have started until 02/26 my account has been charged for a renewal in december which is more than 60 days in advance. There is mo way to contact someone at McAfee. No phone number or way to enter a inquiry on the website went to ******* (which is what I did last time. And it just sends you into a bot loop repeatedly

  Business Response

  Date: 12/08/2022

  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:11/30/2022

  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.

  On November 25 I discovered an unauthorized charge of $149.99 in my bank account from McAfee. I contacted McAfee and at that time they informed me I had two subscriptions. They would merge my accounts, and I would be covered until May **** (I was aware of my subscription expiring in March 2023). November 26: service not working. After 3hrs still not working, asked for full refund. They told me a manager was not available to issue my refund so someone will contact me in 24 to 48 hours , well almost 72 hours later I called again since I had not heard any communication from them. After much talking and insisting, a manager finally got on the phone with me and explained to me that they couldn't issue my refund because they hadn't received the funds from my bank at that time , I questioned whether this reason was legit as it sounded shady, but they promised me that that was the reason they had not issued my refund. He said that he would promise to email me in a few hours to let me know where everything was but I have not heard from him and it's almost been 24 hours , after getting off the phone with him, I contacted my bank and they informed me that the charge has been posted to my account for three days, therefore ******* should absolutely have my money to refund. I truly feel that I'm getting the runaround. Obviously I did not authorize that transaction and did not get the service that they charged me for. And obviously they are not willing to refund me my money , I have filed a dispute with my bank, but of course that is inconvenient for me as now my debit card has been closed and I have to wait for a new one. Please help with this issue as I feel this company is not legit. Oh, I forgot to mention the credit card they had on file for me had expired in October. I never went in and updated that expiration date, so how did they charge my debit card? My bank informed me that they should not have been able to do that. Most of my communication with them has been via phone.

  Business Response

  Date: 12/14/2022

  Dear ****************,
  
  My name is *************************. I am on the Executive Customer Assistance Team at **********************. I was not able to reach you to discuss your concerns.
  
  I have emailed you directly with specific information related to your McAfee account and refund request. Subscriptions enrolled in automatic renew will renew annually per the terms of the automatic renewal policy. You can read more about this setting in the *** from our knowledge base, ************************************************************************************************.
  
  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,
  
  *************************

• Initial Complaint

  Date:11/30/2022

  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.

  I had a subscription for Mcafee for my computer. The auto renewal is supposed to be coming up in December 2022 but we weren't going to renew because we now have ******. On September 6th the account auto-renewed for $138.11. I called Mcafee on ***** after we received the September bill and requested a refund because we didnt want to renew and it was 3 months early. I was told we would receive a refund and the account cancelled. We never received a refund and on October 6th the account was auto-renewed again for $138.11. On ***** I called and stated the problem of the initial non-refund, and the second charge for the auto-renewal. I requested to speak to a supervisor and left my call back number. A supervisor, nor anyone else from the company ever called me back. On ***** I again called and again re-iterated the non refund, the 2 charges for auto-renewal and the lack of response. Again I requested a supervisor and again I was told they were not available. I again left my number but requested an incident number to reference. I received an incident/reference # of 1-125844901. It is now 3:30pm on ***** and I still have not been called by any representative of the company. Should you need any additional information, please contact me at your convenience. Thank you.************************** ************

  Business Response

  Date: 12/15/2022

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