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:10/21/2022

  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.

  Yesterday at 830pm after I had done a scan I got an error message on my computer about disk errors and a possible virus and now my computer is not functioning the way that it should I have had Macfee anti virus for awhile and I believe their software has caused damage to my laptop. I am seeking a full refund of their product and or a check for a replacement laptop.
  

• Initial Complaint

  Date:10/16/2022

  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.

  **********
  
  
  
  *******************************************
  
  October 11:2022
  
  On May 6, 2022, I purchased a HP Laptop from Best Buy. It turned out to be the best laptop that I have ever owned.
  
  Best Buy installed Mcafee software for me and that has turned into a nightmare. I added the software into my desktop using Best Buy instructions and both the laptop and the desktop soon started asking for money and if I did not pay my protection would stop.
  
  On May 23, 2022, I sent two payments of $51.74 to make sure my protection continued. On my next visit to Best Buy, I found out that the software was covered by the Best Buy service contract I had and Mcafee was wrong to demand money. When I got home I called Mcafee and they agreed to refund $51.74 and told me when I seen the refund credit on my MasterCard statement I could phone Mcafee and ask for the other $51.74. I did receive the credit on July 7, 2022, so I called Mcafee but this time I was told 60 days had passed and they were not able to refund the other $51.74. When I told them I had asked for the money before the 60 days I was told their Supervisor would call me within 24 hours but I never got the call. I called Mcafee two more times but I still have not heard from anyone.
  
  Best Buy needs to be aware of the double dipping Mcafee is doing with their software. Microsoft needs to be aware as well. MasterCard said they could help if I could get an invoice from Mcafee but when I asked for the invoice I was referred to that same supervisor that never calls back.
  
  This feels like a ripoff to me.
  
  *************
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 22, 2022/11/30) */
  Called and spoke with the customer to inform him that I just emailed him the reimbursement form to fill out, so we can get his refund processed and customer was satisfied.
  
  
  Consumer Response /* (2000, 24, 2022/12/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The Company has stated they will refund my money.
  Thank you for helping to resolve this matter.
  
  *************

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair 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.

  After a **************** update, one of the services contracted with McAffee stopped working. Their VPN service, when activated, would loose internet connection. The internet still works around the house for every device and it works perfectly in the computer without the VPN. Multiple tests were run, including resetting the update and reinstalling, uninstalling and reinstalling Mcaffee, turning off the firewall to test the VPN without the firewall, and even resetting all network settings on CMD as an admin. At every point, the issue wasisolated to the VPN.
  I reached out to McAffee and after repeating the same steps I had already made, they told me I would have to provide remote access to my computer to an associate. Given the nature of the work I perform I cannot provide remote access to any technician outside of the U.S. and without obtaining a copy of the company's current *********** certificate.
  I have proposed a videoconference where I can share my screen and follow their lead but all responses have been negative. Given the company's public filings, their call centers are located in countries where call centers contract with multiple different companies and there have been multiple reports of call centers funneling private information to scam centers.
  My proposal is not outrageous, I can share my screen and follow their prompt if they cannot provide a U.S. based technician.
  If they cannot meet that requirement then I would like a refund for the time remaining and the time their system has not been working.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/25) */
  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 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, 7, 2022/10/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would appreciate it if you address the complaint on the ********************** platform as it serves as a record of your actions and steps to address the cybersecurity concerns with the service you provide.
  
  
  Business Response /* (4000, 9, 2022/11/02) */
  My name is *************. I am on the Executive Customer Assistance Team at McAfee.
  
  Our technical support team reached out to Mr. ****** regarding his concerns, at that time he indicated he had resolved the issue on his own and to close the case
  
  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:10/12/2022

  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.

  McAfee customer service refused to help me unless I buy some other service. I have been trying to renew my subscription and got hacked in the meantime. this is all very suspicious. they have my money now what????
  My service is still a mess.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Dear *********,
  
  My name is ***** *******; 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). 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:10/08/2022

  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 was charged $129.99 without authorization. The account I had with them shows I have no active subscription and did not have auto renewal on. I want my money back and want others to know that this company is fine fraudulently charging excessive amounts of money.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 8, 2022/11/01) */
  Dear **********,
  
  My name is *************. I am on the Executive Customer Assistance Team at McAfee.
  
  We are unable to locate an account based on the information provided, and we need you to provide that information in order to locate your account. I would appreciate it if you would continue to follow up with me directly.
  
  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:10/07/2022

  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.

  On 10/6/22, I called McAfee regarding an email that was sent to me at ************** to cancel any services that McAfee provide. I never authorized any charges to my credit card for $485.99 and 293.20. ****** answered my phone call at the above number, and I told him to cancel charges. He expected me to allow him to "take control" of my home computer to cancel services. I said I wasn't going to allow this. ****** replied, "**************", and hung up on me. I called my credit card company and put in a Fraud complaint and refuted McAfee charges. I imagine McAfee is running their scam of unauthorized service that I have no use for on my laptop
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */
  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 **************** 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:10/06/2022

  Type:Sales and Advertising 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.

  McAfee keeps flashing renewal signs on my computer, I have texted them 4 times asking them to stop but they refuse to answer me. the renewal for McAfee keeps flashing on my computer. This is harassment.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Dear ******,
  
  My name is *************; I am a supervisor 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, 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 my e-mail messages. I look forward to assisting you.
  
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:10/05/2022

  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 canceled automatic renewal for anti virus online and was still charged. I attempted to dispute the charge online with mcafee and was unable to . I also attempted to call and could not get thru to customer service--When I look at my Mcafee account online this is what I see
  -------------------------
  Welcome, ******************************
  View Account Info
  You're at risk:
  --------------------------
  
  No active subscription---
  -----------------------------------
  However here is the charge on my account
  
  Jul 25, 2022
  ********************************************************************************************************************************
  ------------------------
  I would love to get my money back . This is not what I signed up for . What I really need is for them to be upfront with their advertising and customer service.
  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/19) */
  Dear ***********,
  
  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, but I was not able to reach you.
  
  Please see my email correspondence for more information regarding your refund. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Thank you,
  **************
  Executive Customer Assistance Team

• Initial Complaint

  Date:10/05/2022

  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 do not use or have Mcafee on my computers. I have been charged by Mcafee yearly since 2006 according to their support person I spoke with. My record can only go back to 2015. I have been charged over $700 since 2015 for a product I do not use or have installed on my computer. They committed fraud by using a debit card that was expired and they no longer had the security code for. I was unaware of these charges until my wife examined the bank account. I am elderly and believed I have been taken advantage of by Mcafee. My wife and I have Norton on all our devices. My wife called customer support and they agreed to refund the $129.99 current charge this year and send a email on how to dispute the other charges; however they did not send the email on how to dispute and it is very difficult to get ahold of them and tired of false promises. Also we were charged twice in 2017. Here are some invoice numbers I was able to obtain from online. I didn't even have an account to sign into until I realized these charges and went to try and find an invoice. ************ 11/2/2017 $39.99, ************ 6/20/2017 $89.99. There are many more charges totaling over $700 from 2015 to 2021. Not counting the ones I no longer have access to back to 2006. How can they charge a card that is expired with the person not even having access to the computer it may have been originally on back 2006. The emails they sent over the years were in spam but I only have access to emails from 2021. The other charges dating back to 2006 can be well over $1,000. This is shady business and they need to stop. Please help recover my money.
  Sincerely, William ************
  

  Business Response

  Date: 11/03/2022

  Consumer Response /* (-5, 5, 2022/10/15) */
  ***Document Attached***
  This is showing they have been using an expired card without permission.
  
  
  Consumer Response /* (-5, 6, 2022/10/18) */
  I filed a claim on October 4, 2022 against Mcafee LLC. I can not find the complaint nor a link to it on your site. I did get an email with a strange case number that when I called with it on October 5, 2022 they claimed it was not a correct type of case number. Can you please help. Thank you ** Thank you for filing a complaint with the Better Business Bureau. Your complaint case number is
  ************************************. Here is the link to your case -******************************************************** and the link does not take you to a case only the BBB complaint form to file new complaint.
  
  Sent from ***************************************
  
  
  Business Response /* (1000, 7, 2022/10/28) */
  Dear************,
  
  This is Chris ******* again, with McAfee's Executive Customer Assistance Team.
  
  Per our conversation last week, McAfee has offered a goodwill exception check refund for one of the duplicate McAfee subscription that was renewing annually on your husband's account. We also processed 2 additional refunds back to the payment instrument on file on October 18.
  
  We are currently awaiting your approval to submit the request for your check refund. Please feel free to contact me replying to the emails sent to your husband's email address, or by calling me directly at *************
  
  Sincerely,
  
  Chris *******
  Executive Customer Assistance Team
  McAfee
  
  
  Consumer Response /* (3000, 9, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We never used their product or authorized charges to our account. It is a fraudulent charge and they need to refund full amount, not for just one. Not only did they charge fraudulently for one account, but they charged us for two accounts. They need to be stopped as they are taking advantage of the elderly.
  
  
  Business Response /* (4000, 11, 2022/11/02) */
  Dear************,
  
  Per our October 18th conversation, there were two subscriptions purchased under *********************** a subscription to McAfee LiveSafe was purchased on July 20, 2015, using a discounted price offer from Adobe. Our records show that on July 20, 2015, the Visa card ending in 1691 was added to the account to complete this purchase. On November 2, 2017, a second subscription to McAfee LiveSafe was purchased, using a discounted price offer from Dell. For both subscriptions, at the time of purchase, before completion of the sale, the terms of our McAfee License Agreement and Auto Renewal Policy were accepted. Acceptance of the agreements terms also included that we may receive update payment information from relevant card networks, to allow for a smoother billing process, if the subscription is enrolled in Auto Renewal. Both subscriptions remained in our Auto Renewal Program until October 4, 2022, resulting in duplicate subscription charges from 2017-2022. We do not have record of a second McAfee account associated with the charges in your complaint.
  
  As a goodwill exception to our refund policy, outlined in our License Agreement, McAfee has offered to refund the renewal charges for the July 2015 subscription, starting with the 2017 charges through the 2022 charge, as this was the oldest active subscription before the subscriptions began to overlap. We are prepared to provide this refund by check, once we receive your approval. For the November 2017 subscription, we have issued a refund for this year's charge, as it falls within our refund policy guidelines; a refund for the 2021 charge was also granted as a goodwill exception.
  
  Please note that McAfee does not require customers to provided personal details regarding their age. We are not aware of our customers' ages when completing a purchase for our software.
  
  Sincerely,
  
  Chris *******
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:10/04/2022

  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 cancelled my Mcaffe last year after they billed me in October for $28.16 for an old device no longer in use. The second time I cancelled it, Today, they made an unauthorized charge for $64.79 via Paypal. I have canceled their ability to charge through Paypal and am lodging a dispute with them and my bank debit card. I am a disabled veteran and they took my grocery/medication money. I called the company and got mocked and laughed at by the customer service rep. I have contacted the ******************* filed a Ripoff Report, *** report and contacted Mcaffe LLC's parent company ***** to resolve this matter. This company must be stopped from ripping people off! They now owe me $92.95
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/25) */
  My name is *************. I am on the Executive Customer Assistance Team at McAfee.
  
  The email address you have provided is not registered in our system. It sounds like the notification you have received are phishing emails. You can report any suspicious emails to *************** , but we recommend working with your email provider to flag the emails as spam or block the senders from reaching you.
  
  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 ****************************************************************
  
  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,
  *************