Complaints

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

• Initial Complaint

  Date:11/12/2023

  Type:Order 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.

  Signed up for their service when I bought a new HP computer. I was under the impression that this was a normal service, but there are a ton of hidden charges. So when my subscription was about to renew I went into the app to cancel auto-renew and was unable to do it myself, I had to call the company to have it done. When I called the company I was told I could not get a refund and if I wanted to get out of the 3-year contract I had to pay more money to convert it to a manual subscription. Then, I was told it was a 3-year service contract costing over $400 and that I had a $150 charge coming up soon for something called an "optimizer". This is nothing but a scam whereas it's an abnormal business practice to have someone sign a 3-year contract for virus protection. I'm surprised that HP put its customers in this situation. I'd like a full and total of $107.99.

  Business Response

  Date: 11/15/2023

  Dear *******,

  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint.

  As discussed, the details regarding your experience were unfortunately linked to 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 and works to stop such activities when we are made aware of them. Thank you for bringing this to our attention.

  I am happy that you were able to establish contact with our support team, and received assistance with your subscription renewal. If you need further support, please feel free to contact our support team at ************.

  Sincerely,

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

  Executive Customer Assistance Team

  McAfee

  Customer Answer

  Date: 11/15/2023

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

  Futhermore, after I called the correct number for McAfee customer service, I had a great experience with a very professional and knowledgeable representative that explained my options in great detail and I am very satisfied with the outcome. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/09/2023

  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.

  This is about annoying popups. They are trying to get me to sign up. Don't need their product. I try to X them out and they just come up with another bigger popup. I cannot get anything done! I have tried going on their website and they make it so difficult to get this resolved. I tried to call them and could not speak with a person. I don't know what else to do. Please help me by contacting them and letting them know that this is NOT the way to sell a service. I know there are a lot of other people with the same problem. I dont want any money. I just want the popups to go away. Please help. You are my last resort. Thank you

  Business Response

  Date: 11/15/2023

  Dear **********************,
  
  My name is **************************** I am on the Executive Customer Assistance Team at **********************. We have received your complaint that was submitted to the Better Business Bureau, and would like to get in touch with you regarding your concerns.
  
  I am unable to locate a McAfee account associated with *********************** McAfee will only send you alerts to your desktop if you have the software installed on the device. You can stop ********************** alerts by uninstalling the software. If our software is not installed on your device, it's likely the messages you are receiving are not official McAfee alerts. Based on your description, it sounds like you may be receiving browser push notifications using the McAfee name.
  
  If needed, you can always reach out to our support team at **************************************************. The regional support number for customers calling from the US is **************, and agents are available to assist 24/7.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:11/07/2023

  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.

  I received the attached email indicating my order was filled of which I DID NOT order or authorize any payment. When I called the number he would not tell me what card they billed or cancel. He insisted I would have to be in my computer for him to walk me through the process and see what card was in my browser, which I found suspicious. I did not order this product and only want whatever card they charged to be cancelled and refund if necessary.

  Business Response

  Date: 11/08/2023

  Dear ******************,
  My name is ***************************. I am on the Executive Customer Assistance team at **********************.

  Just to confirm, the email you provided to the Better Business Bureau did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The information included in the email are not official McAfee details, and the phone number provided is not a McAfee phone number. Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************. Additionally,I am unable to locate a McAfee account associated with **********************       

  We have received reports from McAfee customers and non-customers of phishing emails being sent to their email boxes using the McAfee name. 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 *****************************************.

  Unfortunately,it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling.

  We apologize for any frustration or concern the phishing email may have caused you.

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

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mar 24 an auto pay payment was made to McAfee for $158.99 again it was paid on May 16 for the same charge, thru Pay Pal. Pay *** says anything over 60 days is not their job.I never authorized an auto payment. They got my payment info because in 2019 I bought a ****** laptop and they put auto pay on it (without my knowledge).I have been being charged ever since. I am disputing the last two charges because the Laptop has been broken.They say i have been notified of the charges. but i never got any email about auto paying.I want a refund for the last two charges - they are a duplicate charge in any case.

  Business Response

  Date: 11/28/2023

  Dear ************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  
  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 reply to reach me directly using the contact info in my email signature. I am available Monday-Friday, from 7am to 4pm Central Time (US).

  
  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:11/06/2023

  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 got a computer virus on my computer in July of 2023, where a Mcafee pop-up appeared on my computer. The only way to get out of the screen was to push the McAfee button. I was charged $***** on 7/20/23, again charged ***** on 7/28/23, and on 8/11/23 i was charged $95.95. I took the computer to Best Buy and purchased Geek Squad. i told them what happened and they say I did not have Mcafee on my computer. It was not covered by Mcafee. I just spoke to "****", from Mcafee, and he refuses to refund these charges, and refuses for me to speak to his manager.

  Business Response

  Date: 11/27/2023

  Dear ****************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I'm sorry that I was unable to reach you 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 reply to reach me directly using the contact info in my email signature. I am available Monday-Friday, from 7am to 4pm Central Time (US).
  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:11/06/2023

  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.

  On my computer I was getting pop *** from McAfee stating I needed to update. I kept on clicking to update, but it would not update. So I called in. The Tech was removing all the installed ******* products I had on my computer. They created a ticket. While they were working remotely on my computer. My wifi was disconnected. I had to then contact **** to get reconnected. I was able to then update my computer and while McAfee said they would contact me back. They sent an email and I responded that I did need help. I received another email stating my ticket has been resolved. I am calling back several times. I am being asked the same questions. I still don't have McAfee on my computer. I still cannot get the support I need. It is difficult to understand who I am talking to. And of course the last call I had I was hung up on and no call back. If it is best I look for another company. I will be glad to do so. I would like a call back from the company. I would like this issue resolved and if not, please reimburse me for my subscription and I will be glad to look for another company willing to help me.Sincerely,

  Business Response

  Date: 11/27/2023

  Dear ******,

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

  Per our arrangement, our technicians reached out to you on November 16, and assisted with the installation of McAfee on your device. As a goodwill gesture, I have added an additional 30 days to your McAfee LiveSafe subscription.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 11/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Hi sorry, I did respond.  It has been fixed.  Thank you!

  My sincere apologies.

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

• Initial Complaint

  Date:11/04/2023

  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's minions keep bombarding me with unwanted emails. I have tried to unsubscribe, but when you put your email address in to, you get dozens of emails from different addresses for McAfee, Norton's and various other "businesses" Do they swap or sell your email address to other minions? Some of the minions have up to ************************************************ it and my computer will only block 100 addresses at a time. They just will not accept the fact that I do not want their product. They should not be allowed to harass people like this.

  Business Response

  Date: 11/27/2023

  Dear ******,
  
  McAfee has reviewed your complaint and has determined that the messages you are receiving 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 and works to stop such activities when we are made aware of them. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *******************************. 
  
  Please note that official McAfee emails are sent from an email address ending in ".mcafee.com". For a more thorough list of email addresses used by McAfee and tips to help reduce spam messages in your inbox, please see our Knowledge Base article regarding this matter: ********************************************************************************************************.
  
  If you have any additional questions or concerns regarding McAfee, please feel free to contact me directly.
  
  Sincerely,

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

• Initial Complaint

  Date:11/02/2023

  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 registered as a McAfee customer in 2022 and they recently charged me an automatic renewal fee on 10-24-23. I was not aware that I was placed on an automatic renewal fee that I did not want. The McAfee website has a link to request a refund but all it does is give you a phone number which is a stall tactic just to frustrate you into giving up asking because they make you wait on hold for 40 minutes to an hour only to be "accidentally" disconnected. Several attempts with the same disconnect issue would like some assistance in getting my refund.

  Business Response

  Date: 11/13/2023

  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 (US).  I look forward to assisting you.
  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:11/01/2023

  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.

  For some time now, we are being charged a subscription cost of $163.29 on my Amex credit card 4-6-23. For some reason we are being charged a renewal without prior authorization. I do not remember authorizing this initially, but certainly do not need McAfee's services since our business, ******************* **** already has an antivirus service with E Set.

  Business Response

  Date: 11/08/2023

  Dear ************************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  Please note that authorization to charge your payment instrument for renewal is given at the time of purchase, prior to the completion of sale, and again when accepting the terms of the McAfee License Agreement before use of our software. Thirty (30) days prior to the Auto-Renewal charge, an email is sent to the customer notifying them of the date their subscription will renew and the renewal price they will be charged at that time.
  
  Customers can stop the renewal at any time by logging into their accounts or contacting our support team, **************************************************. Support is also available to assist with refund requests,and are available 24/7 at **************.
  
  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.

  Sincerely, 

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

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

  Customer Answer

  Date: 11/08/2023

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

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an Email from McAfee which I suspected was fraud. It contained a link which it said I should click on. I did not want to do this unless I checked if it had come from the company.1. I contacted the fraud department. Totally unrelated to the original inquiry, that representative told me that my security system was out of date. I told him I had information on my computer that the system was working fine. He told me what I was seeing on my computer was inaccurate and out of date.2. I then called the tech department because I knew that I had recently paid for renewal. This representative told me the information the previous representative had given was incorrect . He said my account was active and my data was protected. 3. I then began receiving no-reply Emails"response needed for service request 1-16272273 " but it only asked me "to visit ****************************************** for support assistance, information about our products, and answers to commonly-asked questions". There was no way to respond to the service request at that website.4. I then received two phone calls obviously from out of the ***, with faint voices, static backgrounds, dropouts and unintelligible messages. 5. By this time I wanted to complain about the contradictory and inefficient customer service and called back the company. I told the representative that I wanted to be put in touch with a person who would take responsibility for a complaint about the company. I was told there was no complaint department. I then asked to be put in touch with the **************** in the ***- I was told THERE WAS NONE !!! I was told another supervisor would call within 48 hours.6. I have since found an address for the **************** in ******** ** but no phone number. I think that the Corporation should require it's representatives to give out accurate information to customers and to provide a way for customers to file complaints regarding contradictory, inaccurate, and totally false information.

  Business Response

  Date: 11/09/2023

  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 (US). I look forward to assisting you.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  
  *************************

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

  Customer Answer

  Date: 11/17/2023

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