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: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.

  On December 13th, ******************************************************************************** approval. I had no intention of renewing the product and had been getting pop *** on my computer dashboard leading up to it warning me that it was expiring, and each of these pop *** mentioned that autorenewal was turned off and to close the pop up, it gave the option to "accept risk" or "renew now"... I clicked accept risk every single time and had absolutely no intentions of renewing the product. I only found out when I went into my banking app and saw the charge from them. Then I logged onto my McAfee account and saw autorenewal had been turned on for the product despite me turning it off on my account and all the warnings from them telling me it was turned off this whole time. I contacted McAfee by email to correct the issue but did not receive any assistance. In the past, I have had many other issues resolving billing issues with their customer service (the main reason I decided not to renew this year) often spending hours of my time, unnecessarily, because they purposefully want to make it difficult for customers to contact them and resolve issues because it ****** them from trying to obtain the refunds they are owed. Since I have been unable to get the issue resolved directly through them, I would like assistance obtaining a refund for the $73.44 charge to my account for the "McAfee PC Optimizer (1-year subscription)" renewal I did not want.

  Business Response

  Date: 01/16/2025

  Dear *******,
  
  My name is ***** *******; I am a supervisor on the Executive Customer Assistance Team at **********************. I 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 sent to you. I look forward to assisting you.
  
  Sincerely,
  
  ***** *******
  Executive Customer Assistance Team
  **********************
  

• Initial Complaint

  Date:01/09/2025

  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 name is ****** and I am writing on behalf of my parents. My parents are in their 80s, and I have recently assumed the role of their POA and advocate. Accordingly, I have begun reviewing my parents' legal, medical, and financial documents. It was during this review last month that I opened my parents' Mcafee antivirus online account to find that the company has been triple-charging my parents for its services for 16 years (2009-present). It appears that every time my parents have purchased a new computer to replace their old one, Mcafee has created a new account (under the same name, email address, and account profile) and kept the previous accounts open and billed. All three accounts are on auto-bill, so they all continue to draw money from my dad's credit card month after month. I have calculated a total of $2,463.22 in redundant charges that Mcafee has billed my parents in this span of time. My parents have only owned one computer at a time and have only knowingly agreed to pay for anti-virus protection for this single computer in their history of computer ownership.I reached out to Mcafee's telephone customer service to express my concern. The representative stated that they were unable to refund any money beyond the most recent billing cycle because the previous contracts had expired. I then wrote Mcafee an email detailing the billing issue and listing each redundant billing statement with dates and total redundant charges. I sent this email on 12/20/24 and have yet to receive a response.I have no choice but to believe that this company's billing practice is structured to take advantage my parents' demographic - elderly clients whose lack of computer/internet knowledge (the very reason they chose to pay for Mcafee protection) make such redundant billing inevitable.The associated Mcafee account is in my dad's name, which is listed as the complainant. His email is available upon request. Please email me (listed email) with any responses.

  Business Response

  Date: 01/17/2025

  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:01/03/2025

  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.

  McAfee. Com which provides protection against theft on customers websites, misappropriated my funds doing autopay without my awareness. This was in early October 2024. I was unaware of this until yesterday, January 2, 2025. I called the office today. They refused to refund my money.. They did say they would cancel my membership and future autopays. I did not need McAfee at all. I already have another coverage. I only bought McAfees coverage because I got an email from them a year ago saying my security was breached, scare tactics which I fell for.

  Business Response

  Date: 01/13/2025

  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 recent BBB complaint. I have tried to contact you by phone on January 8, 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 this e-mail. I look forward to assisting you.
  
  Sincerely,

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

• Initial Complaint

  Date:01/02/2025

  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.

  December 1 I ordered and downloaded McAfee Advantage protection. I was assured my debit card would not be charged until I received a refund I was to receive. McAfee then immediately tried to debit my bank card 9X. The following day they charged another credit card without my permission or knowledge. I have sent 3 letters asking for my refund as I have removed McAfee from my computers. I refuse to talk to them anymore as it amounts to no more than a sales pitch. 30 days have gone by and I've yet to get a refund.

  Business Response

  Date: 01/10/2025

  Dear Mr. ***************** 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:12/26/2024

  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.

  Tonight, 12/25/2024, a popup from McAfee blocked the screen of my laptop. I cannot get rid of it. Considering the very unpleasant experience that I had with McAfee when they were the provider of my antivirus, I strongly suspect that McAfee may be harassing me. If it isn't McAfee, then it's someone who is using the McAfee name to harass me.Attached please find a screenshot of the popup that sometimes blocks most of the screen and removing the popup isn't always possible. I had McAfee years ago, but they kept hitting me up to acquire some additional app for which I had to pay sizeable amounts, I ended my relationship with them. I don't know if McAfee is responsible for this harassment, but whoever is doing it is not welcome, not wanted, and not going to have me as a cash cow to be milked, which is how McAfee treated me until I made sure to disengage from them permanently.

  Business Response

  Date: 12/26/2024

  Dear *******,
  
  This is ***** ******* again, with McAfees Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint.
  
  Per our conversation, the notification that you recently received on your device was not an official McAfee notification. The screenshot you provided revealed that the notification was sent by PC App Store. To stop this notification from appearing on your device again, we strongly suggest that you uninstall PC App Store from your list of installed apps on your computer.
  
  In the future, should you encounter any suspicious notifications from McAfee, please contact our support team for assistance at ************ or visit our support page at **********************************************, where you can initiate a chat session with our support team as well.

  If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to my email message or call me directly. 
  
  Sincerely,

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

• Initial Complaint

  Date:12/16/2024

  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.

  My checking account was charged $161.99 on November 24, 2024 by McAfee. I called McAfee on December 3, 2024 at 9:07 and spoke to ****. She asked how the charge appeared on my checking account (POS Signature purchase ************************************************************* CAVS). She said she couldn't help me without a case number. I ended the conversation. I called again at 9:14 and spoke to ***. He said he needed an invoice number from my bank. I called Flagstar at 9:25 and spoke to ******. She said there isn't an invoice number attached to this transaction. I called McAfee again at 9:31 and spoke to Ripple. He acknowledged that I had a McAfee account which was closed years ago. McAfee antivirus was installed on a work computer at the ************************************************************** (*********) The business closed on June 30, 2022. I agreed that the account was closed and asked to a refund and an end to the recurring charge. He said he couldn't do either because there wasn't an active account to complete my request. If McAfee confirms the account is closed, why can't I receive a refund? Why is the charge recurring on a closed account. I'm hoping that you can completely close the account and stop the charges.

  Business Response

  Date: 12/30/2024

  Dear Ms. *************** 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,
  ****** ******

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/16/2024

  Type:Product 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 discovered a bogus charge on my ****** account on September 14, 2024. I have never purchased or used a McAfee product. I have Norton Antivirus. Plus, I would never need a family account, which is what they supposedly gave me. Also, no software was ever sent (email link or otherwise).I filed a complaint with ******, but they neglected to let me know of any progress or lack thereof until they emailed me on November 26th that I failed to escalate the complaint and they had closed the case.I don't use nor do I want McAfee's products and would like a refund. I am a senior on a tight budget and would never have the need for multiple antivirus programs.Thank you.**** *.

  Business Response

  Date: 12/27/2024

  Dear ****,
  
  This is ***** ******* again, with McAfees Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint against McAfee.
  
  Per our conversation, we have issued a refund for in the amount of $155.85 for the purchase of McAfee+ Advanced - Family ($117.71) and McAfee PC Optimizer ($38.14) back to your ****** account. Additionally, I have ensured that the subscriptions are cancelled, and the billing details have been removed from the account to prevent any further charges. We sincerely apologize for any confusion or inconvenience caused by these transactions.
      
  If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to this message or call me directly at the number listed below in my signature. 
  
  Thank you for contacting McAfee.
  
  Sincerely,

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

  Customer Answer

  Date: 12/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/16/2024

  Type:Product 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 cannot access my password wallet on McAfee's TrueKey system. When attempting to sign in to my ******* account, I get a message saying an email has been sent to confirm my device, but no email has been sent.McAfee TrueKey password wallet is the subject of numerous complaints online, with many users expressing dissatisfaction with the platform. I never had problems with my Norton wallet, but I have had numerous glitches with McAfee TrueKey.

  Business Response

  Date: 12/26/2024

  Dear Ngana,
  
  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 (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.
  
  Sincerely,
   
  ***** *******
  Executive Customer Assistance Team
  **********************
  

  Customer Answer

  Date: 12/26/2024

   
  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,
  
  ***** ******-mziray

• Initial Complaint

  Date:12/13/2024

  Type:Product 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.

  Mcafee took money from my ****** account even when I didn't want it renewed. The transaction was stopped with my bank now ****** wants the money from me Mcafee should refund the money and reimburse ******. A claim has been filed and Mcafee notified but they continue to ignore the issue.

  Business Response

  Date: 12/23/2024

  
  Dear *******,
  
  My name is ***** *******; I am a supervisor on the Executive Customer Assistance Team at **********************. I 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
  **********************
  

  Customer Answer

  Date: 12/23/2024

   
  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. Mcafee has resolved the issue.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/12/2024

  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.

  I purchased an app which advertises "Total Protection" However for the past year over several devices the app shuts off VPN intermittently, the app de-selects security features and user choices to make the phone or device less secure and not more secure. The problem is intermittent, across several devices and app versions. The technical support team is not acknowledging the bug so it persists. I feel this is a classic 'bait and switch' because there is false advertisement of total protection when I fact security features are being disabled without user notifications. I am seeking a prorated refund as well as fixing the bug or changing slogan from Total protection to something more accurate like " intermittent protection and automatic disabling of features"

  Business Response

  Date: 12/20/2024

  Dear Mr. *************** 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,
  ****** ******