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:11/29/2022

  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.

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

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 8, 2022/12/27) */
  Dear *******,
  
  My name is**************; I am a supervisor on the Executive Customer Assistance Team at McAfee. I 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). 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
  McAfee

• Initial Complaint

  Date:11/29/2022

  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 email at 1:18 on November ************************************* for my purchase of McAfee. When I woke up the next morning I followed the link and created a password to see the information of the person making a purchase using my email address and to ensure it wasn't someone stealing my identity or using my credit card info. I asked for them to close my account and delete my email because I did not purchase this. The person that supposedly did, didn't live any contact information in the profile or even a real name. They refused to close my account stating that they needed to find out who made the purchase. I was almost promised repeatedly I would receive a call in ***** hours which never happened and I just chatted with them again at 5:30 on Nov 29th and they stated that they still won't close my account. I feel for a internet security company they don't really care about my security.I am writing this because I would like them to close my account and remove my information from their system, which they are refusing to do.

  Business Response

  Date: 12/09/2022

  Dear ********************,
  
  My name is *************************. I am on the Executive Customer Assistance Team at **********************. I was not able to reach you by phone or email to discuss your concerns.
  
  Our support team was not able to fulfill your request at the time of your first contact because the validation steps had not been met. When the validation information was received, we were able to complete the request. I have contacted you by email with additional details.
  
  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:11/29/2022

  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 Sept 4 they they charge my card without permission and I got refund next day. I was charged again on Sept 19 and have been through pure **** trying to get my money back. The charge was for $84.99. I was confirmed that my account was closed and thus should not happen again. They attempted to allow me to put my card number in on some system but it was not working because my card they had on file was not the card I have because I had different card because of their fraudulent activity on my account so my bank froze my account. I have called since Sept which it is now Nov almost Dec. I have had 5 different service request where I was promised I was going to receive a call no need for me to call, my request has to be escalated and wait 3-5 bus. days, and no response or sense of urgency to resolve this matter. Out of the many calls, one agent sent out a check and the post office did not deliver the check, so I did not receive it. They keep saying it was refunded on Oct 5, but it can't because my security code that they have is not the same on the card I have because I had to get another bank card. I've explained this situation so many times with no resolution for over 2 months is VERY frustrating. It should NOT take this long to process my refund. They should not have taken an unauthorized payment and nor refund me my money or take me through all these loops. I receive emails through the waiting process to contact them and when I do they tell me they have to escalate and I have to wait another 3-5 business days they promise it will get resolved and I got an email this morning saying my last request number *********** was closed due to no contact. The guy told me I was going to get a check and that dept is going to call me. It's been passed the 3-5 bus. days and I'm over it calling and explaining to get no where. I just need my refund.
  

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

  Customer Answer

  Date: 12/16/2022

  I have a received a reply with a resolution. My check has not mailed yet she said it takes 3 weeks to process.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/12/15) */
  Dear Ms. *******
  
  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,
  *************
  
  
  Consumer Response /* (3000, 10, 2022/12/16) */
  I have a received a reply with a resolution. My check has not mailed yet she said it takes 3 weeks to process.

• Initial Complaint

  Date:11/29/2022

  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 am seeking reimbursement from McAfee in regards to a renewal fee that went through ******************** account. When I brought it to their attention, they were not willing to reimburse the fee back to the Estate. I reminded them that it was a yearly charge for someone who was no longer alive and no longer required their service. They also should reimburse last year's charge prorated as **************** on December 24, 2021 and the yearly charge had also just went through for 2022 (which *********************************). I just want McAfee to reimburse the charges as I feel regardless of going past the 30 day limitation, I was not aware of these things until recently (November 29, 2022). Estate files are lengthy in time and this should be noted by McAfee.
  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/07) */
  Dear Ms. ****,
  
  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 issue. I have tried to contact you by phone and email, 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:11/28/2022

  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.

  I wanted to renew my protection. I saw a notice about a Black Friday special so I tried to sign up online but it wouldn't work. I called and gave the gentleman I spoke to all the information needed. I wanted to pay with a prepaid credit card and he kept stating I could not do that but I did that the first time. He told me he would have a supervisor call me in 10 days.

  Business Response

  Date: 12/07/2022

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

  Customer Answer

  Date: 12/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was able to renew my McAfee subscription I am happy with the Company respond.
  Thank you

• Initial Complaint

  Date:11/26/2022

  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.

  On 11/25/22 I was charged $164.99 for a yearly Mcafee live safe subscription auto renewal. I called customer service and tried to request a refund but was hung up on.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/12/09) */
  I have reached out to the customer and left 2 voice messages and have not received a reply.
  
  
  Consumer Response /* (2000, 7, 2022/12/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/24/2022

  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.

  136.49$ was charged on ********************** Oct 21/22.
  The charge to this card is unauthorized. On my account info with McAfee, they have my previous credit card info which is now expired.************ allowed them to access my new card to charge this fee.
  
  Nov 23 called McAfee to refund, got a song and dance.
  Nov 23 called************ to refund and report, they say that McAfee has permission to charge on credit cards they do not actually have access to.
  How does this keep them from randomly charging me more without my knowledge again?
  
  *********** says I now have to wait 15 days to call them back to talk about a refund. Since I have no guarantee from them that I will actually get a refund, I am reporting this situation as it stands now.
  
  That is 15 days of interest on the credit card. That is 15 days of wondering how to keep them from randomly grabbing money from my credit card
  
  Just now, 40 min later, called capital one to cancel card in order to try to protect it, the lady says im transferring to someone who will initiate complaint. Last lady did not do this, just said wait 15 days, tough luck.
  
  i realize i have digressed to capital one being the problem.
  
  it is mcafee i want held accountable, and to warn others about
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Dear******,
  
  Per our email correspondence, the charge for your recent subscription renewal is in dispute. Presently, you have been provided a credit for the amount charged to your payment instrument for the renewal of your subscription.
  
  As stated, if the dispute is settled in McAfee's favor, we are more than happy to provide a bank transfer refund for this charge, as we will be unable to issue a refund back to the card.
  
  Please feel free to contact me directly, if you have any additional questions, concerns, or details related to your complaint.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee
  
  
  Consumer Response /* (3000, 7, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If they don't have access to my bank account already, they aren't getting details from me.
  Since this is all gone down I realize why the auto renewal is important because it is security for a client's computer. Fine print etc... it still feels wrong to have your personal accounts accessible. I'm no executive but surely there's a more transparent system. Not everyone is 100% information age savvy.im aware this is the new survival of the fittest
  
  ******************************************* My cohort works hard. Works a lot. Fine details aren't our thing, ************************************************************************************************************It's working where you can to pay off useless education loans.
  
  Either way the decision goes, if I'm given the benefit of the doubt it would be far more human than to a huge company
  
  And I thank mcafee for their candor.
  
  Cheers
  
  
  Business Response /* (4000, 9, 2022/12/22) */
  Dear******,
  
  We do not have access to your bank account details. The necessity of that information is pending on the result of your chargeback dispute for the renewal charge. I will reach out to our accounting team for an alternative method if the dispute is settled in McAfee's favor.
  
  We apologize for any inconvenience you may have endured as a result of the auto-renewal of your subscription. We try to maintain transparency by informing customers of the full price and auto-renewal policy, at the time of purchase, as well as in the license agreement and pre-notification emails.
  
  If you have any additional questions or concerns regarding McAfee, or if you are informed that the chargeback dispute was not settled in your favor, please feel free to contact me directly.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee
  
  
  Consumer Response /* (4200, 11, 2022/12/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'd still like a refund.
  Tx
  
  
  Business Response /* (4000, 13, 2023/01/13) */
  Dear******,
  
  In order to provide a refund at this time, we would need proof, provided by your bank, that shows that the chargeback dispute for the renewal charge was settled in McAfee's favor.
  
  Once this has been provided, we will be able to work with you to provide a refund. Please feel free to contact me directly for any questions or concerns.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:11/23/2022

  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 recieved an email that said that I am going to be charged ****** for a computer security system I never applied for. I called and they were rude and very suspicious. They asked for a number and I told them I needed to speak to people and they refused. They told me that I would recieve an email within an hour. And I never got an email.

  Business Response

  Date: 11/30/2022

  Hello *******,
  
  My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. Thank you for speaking with me regarding your concerns. 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 an account associated with contact details provided.
  
  If you have any further questions or concerns, I can be reached using the contact details noted in my email.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team
  

• Initial Complaint

  Date:11/23/2022

  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.

  So I talked with McAfee customer service about cancelling my mothers auto renewed anti-virus subscription. The subscription was for ******************** They managed to cancel the subscription but will not refund the pro-rated unused portion. Evidently, they have a 60 day policy on renewal cancellations to get a refund, even though 10 months remain on the product subscription. As background, my mother is 95 and her computer is no longer operable. I've been remotely trying to clean up some outstanding issues like this on her behalf. The auto renewal was paid on August 20, 2022 and I called them to cancel and get a refund on her behalf on October 22, 2 days past their "window" for refunds. Obviously, my moms situation is complicated but I am furious that a major company would refuse to provide a 95 year old woman a pro-rated refund for almost 10 months of service she is not going to use, because it's "policy". So, you're 95, living on a fixed income, not using the product, have 83% of the subscription remaining... no refund for you, we have earnings goals to achieve, no exceptions. This is stop 1 on my quest to stand up for what is fair. It's not like a return window on physical goods that could be damaged or have a shelf life. This is just an excuse to keep peoples money because they can, regardless of whether they continue to provide the service.

  Business Response

  Date: 02/22/2023

  Called customer and apologized for any inconvenience we may have caused and confirmed that I will honor his request for a refund due to his mother no longer needing the sub as she is 95 years old and only used about 85 percent of the subscription.  Customer was satisfied.

  Customer Answer

  Date: 02/28/2023

   
  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:11/22/2022

  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.

  See attached document

  Business Response

  Date: 11/29/2022

  Hello Mr. and *************************,
  
  My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. We have received your complaint and would like to get in touch with you regarding your issue. We are unable to locate a McAfee account associated with the details provided, and we have no contact information to reach out to you.
  
  If you could please provide the email address associated with the subscription, or a phone number to contact you, we will be able to check our records for an account and assist further.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team