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:02/12/2025

  Type:Product 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.

  12/13/24 ***** was charged to my credit card 1st call was on 12/14/24 to request refund on 12/14/24 So far I have called 5 times to try and get my issue resolved. My first call was to request a refund was on 12.14.24. On 12.21.24 and 12.28.24 I called to check on the case and was told it was being worked on. When I called on 1.14.25 I was told that the original case was set up incorrectly and a new case was opened for my refund. I received and email on 1.20.25 that the second case was denied with no explanation on why it was denied. I called on 1.23.25 and was told to talk to a supervisor that may be able to help me, they will schedule a call back with in ***** hours. That call never came. I have spent 3+ hours on the phone with McAfee support.

  Business Response

  Date: 02/21/2025

  Dear *****,
  
  This is ****** *******.  I am on the Executive Customer Assistance Team at ************************ want to thank you for working with me regarding your concerns.
  
  If you have any additional issues or concerns, please feel free to reply to our email correspondence, or call me directly.
  
  Thank you for contacting McAfee.
  
  Best Regards,
  ****** *******
  Executive Customer Assistance Team

• Initial Complaint

  Date:02/10/2025

  Type:Product 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 woke up this morning to find that ******* reached into my bank account and stole $99.30 from me without my permission. It was supposedly for something I bought in March 2024. I NEVER PURCHASED ANYTHING IN 2024 that requires ******* PERIOD. In fact, I have actually boycotted ******* for almost fifteen years now. I would NEVER EVER EVER order anything from ******* to save my life.I have no idea how they got ahold of my credit card, but I am now going to have to go through the hassle of changing cards, thanks to the thieves at *******.

  Business Response

  Date: 02/19/2025

  Dear *****,
  
  My name is ***** *******; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint, and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.  
  
  Please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). If you do not wish to call, you can also reply to my e-mail message. I look forward to assisting you.
  
  Sincerely,

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

• Initial Complaint

  Date:02/10/2025

  Type:Product 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 and the customer service representative said that I can't cancel without paying a cancellation fee because I'm under contract. He wouldn't let me speak with his supervisor because he says "they're all busy". I want out of the contract free of charge. I also want my $97 back

  Business Response

  Date: 02/12/2025

  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.

  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

  Thank you for contacting McAfee.

  Sincerely,
  ****** ******
  

  
  

• Initial Complaint

  Date:02/05/2025

  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.

  This complaint would have not had to be filed, had your ****************** not played games, passed me around, and even sent me to *********** claiming that the domain was McAfee's new website. It further would not have been necessary for me to file this complaint had the request to contact the corporate office not been diverted to yet the same website. At this point, I need to communicate with the actual corporate office of McAfee itself. This is not about a mishap charge or similar complaints, this relates to information that would otherwise have helped McAfee divert an active scam and its source. I guess to report such things to McAfee, you need to have an account and pay money, something I am not willing to do BUT, any further Scams fall into my email box or across my phones that McAfee blatantly ignores, I will be holding McAfee liable for them, as your company has no interest in stopping the scams that create problems. I cannot believe McAfee requires you to create an account to speak to anyone, let alone anyone who speaks English... This is precisely why I don't have the service -- and my reasons are supported by the behaviors of your customer service...

  Business Response

  Date: 02/14/2025

  Hello *********,
  
  My name is ****** *******. I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding the scam email(s) you received purporting to be from McAfee.
  
  Please feel free to reply to my email correspondence, or call me directly at ***************, once you have additional information for me to forward to our Tech Scams team. I am in the office from Monday to Friday from 7am to 4pm Central Time (**).
  
  Thank you,
  ****** *******
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:02/03/2025

  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 daily receive messages from this company telling me that my payment has failed. I do not have an account with them, don't want an account with them, and am fed up with being told that there is something wrong with one of my credit cards or my bank accounts that is resulting in a failed payment. This is nothing more than a ploy by McAfee to tree to hook me into corresponding with them. They are harassing me, and I want it to stop.

  Business Response

  Date: 02/24/2025

  Dear *******,
  
  This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint filed against McAfee.
  
  Per our conversation, we do not have record of a McAfee account or subscription associated with your email address or phone number in our system, which leads us to believe that the notification that you are receiving is coming from an unaffiliated third party posing as 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. 

  Please refer to my email message sent to you following our conversation with steps to stop the unwanted notifications you are receiving on your computer, using our knowledge base article addressing this issue.

  If you have any further questions or concerns, please feel free to contact me directly by replying to this message or by calling the phone number in my signature below. I am in the office Monday through Friday from 7 AM to 4 PM Central Standard Time.
  
  Best Regards, 

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:02/03/2025

  Type:Order 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 writing to express my dissatisfaction with the services provided by McAfee and to request a resolution to the issues. I am subscribed to Total Protection - 5 Devices, a contract expires on August 17, 2025. Additionally, I previously had a McAfee Premium Individual subscription, which expired on December 15, 2024, and was included with the purchase of my laptop from ********Issues :Inability to Use One of the 5 Allowed Devices for My Laptop:The application does not allow me to use one of the 5 devices included in my current subscription to protect my new laptop. Despite only using 3 out of the 5 available devices, the application does not provide an option to remove the old, expired subscription and link the new laptop to my active contract.I spent time waiting for a response in the chat support, and eventually, an operator removed the new laptop from account. When I attempted to add the laptop back to my active subscription, it was again linked to the old, expired subscription. This issue has caused unnecessary frustration and wasted time.Another issue is the removal option to configure VPN protocol, which was a feature available when I initially signed up. This feature is crucial for me, and its removal without prior notice has made the *********** provided by McAfee largely ineffective for my needs. When I contacted support to request assistance in switching to *******, I was informed that the company had removed this functionality without notifying customers.Given the ongoing issues and the inability to fully utilize the services I paid for, I am requesting a full refund of the contract amount. I believe this is a reasonable request considering the inconvenience and the diminished functionality.I have a case number from my previous interaction with your support : Case #********. I hope that McAfee retains records of all chat interactions, as this will help in reviewing my case and understanding the extent of the issues I have faced.

  Business Response

  Date: 02/11/2025

  Dear Gusarov,

  My name is ****** ******.  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free to reply to my email or to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).

  Thank you for contacting McAfee.

  Sincerely,
  ****** ******
  

  
  

• Initial Complaint

  Date:02/01/2025

  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.

  My with received Mcafee from her work as a benefit for the household at a reduced price. When the benefit expired, my wife canceled the subscription. At that time Mcafee charged my bank account the full amount. My wife disputed it and was refunded the amount taken. In January the next year my account was charged again. My wife called and Mcafee stated that was no account and after a large amount of time on the phone the refund was given. January 2024 the account was charged again more time on the phone refund given. January 2025 the account was charged again. $152.61 was taken from the account which triggered and $25,00 overdraft fee -$152.61 Withdrawal Recurring Withdrawal Bill Payment,#************, ******************************************************************* ************ TX Card 6202

  Business Response

  Date: 02/12/2025

  Dear ****,

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

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

  Sincerely,

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

• Initial Complaint

  Date:01/22/2025

  Type:Product 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.

  Received an email that I made this purchase. I did not. Email gave reference number *********. Email stated I purchased 3 years of service. I did not. Email stated ****** dollars charged to my credit card. I called the number. Person who answered said he would help me cancel, that I needed to get on computer and he would guide me through cancellation. When I asked if legitimate he said yes but hung up when I said I would contact better business bureau

  Business Response

  Date: 02/04/2025

  Dear *****,
  
  My name is ****** *******. I am on the Executive Customer Assistance Team at **********************. I have received your case with the Better Business Bureau, and I would like to get in touch with you regarding your concerns.
  
  Just to confirm, the invoice you forwarded to the Better Business Bureau, did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt using the McAfee name. The information included in the invoice are not official McAfee details. The phone number listed is not a McAfee phone number, and we dont have any home user products at that price point.
  
  Emails originating from McAfee will come from a sender with a mcafee.comdomain, and our official support contact information can be found and verified at *******************************************.
  
  Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. We urge you to not click any links included in those emails and to report them as spam/phishing per your email providers reporting process. You can read more about phishing emails in the article found here: How to recognize, and protect yourself from phishing.
  
  You can always report suspicious emails using the McAfee name to *********************************************************. If you have any additional questions or concerns, please feel free to respond to my email correspondence,or call me directly at the number notated in my email.
  
  We apologize for any frustration or concern the phishing email may have caused you.
  
  Best Regards,
  ****** *******
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:01/15/2025

  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.

  This McAfee company keeps taking money ******* account and they have taken well about 1000.I have told them.via phone call that I don't want their services and they keep double and triple ***********

  Business Response

  Date: 01/21/2025

  Dear *******,
  
  This is ***** ******* again, with McAfees Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint filed against McAfee.
  
  McAfee has reviewed your complaint and has determined that the messages you received were 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. Thank you for bringing this to our attention. McAfee takes reports of these activities seriously as a threat to both our customers and brand. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *********************************************************. 
  
  If you called any of the phone numbers provided in the fraudulent messages, and provided any sensitive details such as payment information, we strongly suggest that you contact your financial institution regarding any suspicious charges or that your banking information has been compromised.
  
  For additional resources on avoiding scams and fraud campaigns, please see our McAfee Customer Scam Awareness page at ************************************************************************************ The page provides information on known threat campaigns, as well as best practices and tips for avoiding such scams.
  
  If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to contact me directly.
  
  Best Regards, 

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

• Initial Complaint

  Date:01/11/2025

  Type:Product 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 paid $95 for McAfee services in February of 2022. on 1/11/2025 my card was charged $211.99 for McAfee virus protection. I did not authorize this transaction. I called McAfee and was told this was an autorenewal. I did not subscribe to an autorenewal. He asked me if I was in front of my laptop so he could deactivate the software. I told him I was at work and that if they could remotely install the software they should be able to deactivate it remotely. We all know they can because if the bill was not paid, they would most certainly disconnect the service. The very rude ***resentative who calls himself ****** told me I received the first year of protection for $95 because I agreed to autorenewal every year until 2028. This is very untrue. I was NOT CHARGED LAST YEAR (2024) OR THE YEAR BEFORE( 2023--and my purchase was in January or February of 2022). I also had a new debit card issued in Sept of 2024 with new CVV numbers and expiration dates. I asked how they got my new card and I was told--"this is McAfee and we are a security service and we can get any info on your account we want". The *** also very rudely asked me how I got the first year for $95 without auto-renewal. It was the offer at the time. Otherwise I would have chosen Norton but they were asking for $129 (or very close to that). McAfee was cheaper so I chose them. I NEVER AGREED to auto renewal. It said one year at $95. I have had to manually renew every year since then. Then the *** tried to offer me the service for $180 and then he would refund the $211. I said no. I asked ***eatedly for my money to be refunded and to cancel the service--which I have read today--can be cancelled at any time. The *** started to berate me for expecting a refund. Again, I was not auto-renewed last year or the year before--so why now? I just want my money refunded and my Mcafee to cancel my coverage. Can you help me with this? I would imagine they are doing this to other customers as well.

  Business Response

  Date: 01/21/2025

  Dear Faith,
  
  My name is ***** *******; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint, and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.  
  
  Please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). If you do not wish to call, you can also reply to my email message. I look forward to assisting you.
  
  Sincerely,
  
  ***** *******
  Executive Customer Assistance Team
  **********************