Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2024

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

• Initial Complaint

  Date:12/11/2024

  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.

  They emailed me talking about they owe me a refund of ****** and I want my money they number is **************

  Business Response

  Date: 12/23/2024

  Dear Shecarla,
  
  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
  **********************
  

• Initial Complaint

  Date:12/10/2024

  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.

  They took money out of my account for a renewal without my authorization and dont want to give me a refund for it

  Business Response

  Date: 12/16/2024

  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 from December 16. I look forward to assisting you.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  
  ***** *******
  Executive Customer Assistance Team
  **********************

• Initial Complaint

  Date:12/09/2024

  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 7, 2024 our Business Credit Card was charged $159.89 for auto renewal that I know I canceled last year. I have tried to contact your customer service number to request a refund as your instructions direct, but the number only gives me the option to be transferred to some ************* line and there is no identification ever that it has anything to do with McAfee. They want all kinds of information and when pressed said that if I would give it to them, they would then send me to McAfee ***************** When I wouldn't give them all the information they refused to forward me on and said it is a promotion that the company is running. This is rediculous and appears to be a scam. I see no way to get my money refunded from this company. Please help.

  Business Response

  Date: 12/12/2024

  Dear ***,

  This is ***** ******* again, with McAfee's Executive Customer Assistance Team.

  Thank you for speaking with me regarding your complaint. I am happy that we were able to bring this matter to a close for you. 

  If you have any further questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:12/05/2024

  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.

  We,Received an Invoice # ************ to our email :From [McAfee] family!Telling us that we have a Subscription For $ ****** And if we dont call to the #************** They will charge us in 24 hrs And also for the next 3 years We received this email From *************************** We never Got Subscribed to this Company Could you please help us!!!

  Business Response

  Date: 12/11/2024

  Dear ******,
  
  This is ***** ******* again, with McAfee's Executive Customer Assistance Team.
  
  ********************** has reviewed your complaint and has determined that the message you received was not sent by McAfee. We have no record of an account associated with the details provided in your complaint, and the message you received did not originate from a ************************** email address.
  
   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 *********************************************************. 
  
  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.
  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:12/04/2024

  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.

  This company automatically renewed and charged my credit account for one year of service. I did not place an order, nor have I ever used this companies product. I want complete cancellation of this and futureorders.

  Business Response

  Date: 12/06/2024

  Dear ****,
  
  This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your recent BBB complaint filed against McAfee.
  
  McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee, to perpetrate any number of fraudulent activities. 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 *********************************************************. 
  
  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.
  
  Sincerely,

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

  Customer Answer

  Date: 12/08/2024

   
  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:12/04/2024

  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.

  Trying to debit my account for over $561 stating for renewal *** never given permission for renewal at this cost to any company and theyre trying to debit account or something. I dont know whats going on. I called the company asking them to To cancel all transactions immediately, and they stated that they cannot they wanted me to give them more personal information which I refuse to give them because I did not authorize this transaction

  Business Response

  Date: 12/10/2024

  Hello **********,
  
  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 email invoice you provided 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 do not have a product called McAfee Total Secure. Additionally, we do not have any home user products at that price point.
  
  Emails originating from McAfee will come from a sender with a ************************** domain, 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.
  
  We apologize for any frustration or concern the phishing email may have caused you.

  Sincerely,

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

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

• Initial Complaint

  Date:11/26/2024

  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 received an email for an auto receipt from McAfee showing that they took out $355.59 from my Mastercard.** ****** Item 9079 for McAfee yearly Subscription ID ************ Authorization Code: D9ZPM2 Billing: ***** ******* Shipping: ***** ****** I called the number they provided in case I did not approve the order. *************** and a ***** ******** answered. First, he asked for the ** #. He kept telling me that I needed to get on ****** Chrome immediately so he could send me a reimbursement paper. When I told him to email it to me, since they obviousely had it to send the email. He asked for my number and when I refused, he hung up. There is also a McAfee Help in ***************** on the email receipt. The email to use is: ********************** I did NOT use this because I am not sure if this is a scam or not.

  Business Response

  Date: 12/03/2024

  Hi ****,
  
  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 email 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 ********************************************************, I am unable to locate a McAfee account associated with **********************
  
  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.
  
  I have reported the email that you forwarded to our Tech scams team. You can always report suspicious emails using the McAfee name to *********************************************************.
  
  We apologize for any frustration or concern the phishing email may have caused you.
  
  Best Regards,
  ****** *******
  Executive Customer Assistance Team

  Customer Answer

  Date: 12/03/2024

   
  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:11/26/2024

  Type:Service or Repair 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 charged my credit card for $158.99 after I cancelled the automatic renewal. The credit card company, ************* **********, emailed me on Nov 6 stating they see this transaction and it doesn't look right. I tell them it is not authorized and they list it as NOT APPROVED. On Nov 25, 2024, I received my ********* **** and it lists that charge on Nov 6. I contacted them and they said because I have done business with McAfee, I have to call them. I called the 800 number listed with the charge and spoke to Rhajib (?). He asked me for my email which I gave him and said there is no charge on my account for that amount. He said I would need an invoice number from ********. They said they don't get them. I checked all old emails I had and saw 3, the last of which was Nov 11 which said my coverage had been expired for weeks and I should renew. I did not find any emails that said they billed me $158.99 for anything. I no longer use McAfee and did not order anything new.

  Business Response

  Date: 12/04/2024

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

  Customer Answer

  Date: 12/10/2024

   
  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,
  
  ***** *******