Complaints

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

• Initial Complaint

  Date:10/30/2023

  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.

  I signed up for virus protection while I was in school, when I signed up nothing stated supposedly being in a contract until ****. I no longer need this service I'm no longer in school and when I contacted them they stated when I signed up for this service I agreed to a contract until **** which did not show to me when I signed up and that the only fix for this is to charge me $180 dollars instead of of the $94.94 they already charged me. I want a refund and I no longer want this service.

  Business Response

  Date: 11/01/2023

  Dear *******,
  
  This is *************************** with McAfee's Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.

  As mentioned in our email correspondence, I am unable to locate any support contact records associated with the contact information provided, and McAfee does not charge a cancellation fee to process a refund. Based on your description, we have concerns you may have inadvertently contacted a third party support purporting to be McAfee.
  
  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.
  
  That being said, the refund for the recent auto-renewal is now in processing. You should see those funds available to you within 5 business days.

  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 11/02/2023

   
  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:10/26/2023

  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.

  On 10/6/2023 I noticed that instead of having Mcafee Live Safe Installed on my new laptop I had ******** Security something or other. I contacted a tech from McAfee to help me clear this up. The person was unable to install Live Safe on my computer and I had to go attend to things so I asked them if they could email the program and I would do it on my own later. They did. When I tried to install Live Safe I got to 77% and got a Sustainability Framework Error. I again contacted McAfee tech and over the course of 4 hours had three different techs remote into my pc all of them not being able to get the program installed. The last tech created an admin program and then vanished from the chat leaving me all aslone wondering what was going on for 45 minutes before I realized they were gone. In the process before they left they created and admin account and made several changes to my computrer I did not know about or authorize. I managed to get Live Safe instqalled finally Sunday morning. Over the course of the next two weeks I started trying to get rid of admin account that tech created but was unable to olog into it due to never being given the password. Finally I had to just restore my computer to a point before all the techs started messing with my pc but now I am unable to get Mcafee Live Safe to install. For over two weeks my computer has been absolutely useless due to the incompetence of your techs. I pay you guys to keep my computer safe not to s**** it up. I want a someone to help me install this onto my computer or I want my money refunded and I will use a different company where I dont have all the problems I have with your company.

  Business Response

  Date: 11/06/2023

  Dear Will,

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

  Thank you for speaking with me regarding your complaint. Again, we sincerely apologize for the less than satisfactory experience you had with our support team, as you tried to resolve the software issues you were encountering. As discussed, we have marked your case for further managerial review to prevent future similar instances.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 11/07/2023

   
  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,
  
  Will *****

• Initial Complaint

  Date:10/25/2023

  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 have a year long subscription of McAfee Total Protection, which ends 6/12/24. About a month ago, a service included in my subscription called "webadvisor" stopped working, in any/all browsers. Without this feature, I am no longer alerted before clicking onto a risky/virus or malware infested site. I am also unable to set up two monitoring features, included in my subscription. I am now making daily calls for tech. support. I am either told "they're working on it", for a month without resolution? Or I am told my case has been "escalated", and a "supervisor will call me within 24 hours." In over a month, no one ever calls me back. McAfee does not seems to care that their security software is not working to protect my computer,

  Business Response

  Date: 11/08/2023

  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.
  
  We do apologize for the poor experience you have had with our support thus far. To ensure your interactions are thoroughly reviewed, I have requested all contact and call recordings in relation to your previous case(s) be pulled and sent to me personally. The experience you described is not our standard, and we would like to check into this further.
  
  After looking into the service request associated with ******************** I do see that a supervisor was able to connect with you on October 31st regarding the known issue, and let you know that development is working on a resolution.I also see that the supervisor did provide a 4-month extension, as a goodwill gesture, and your case is still open, so you will be notified when the issue is resolved.  

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

• Initial Complaint

  Date:10/25/2023

  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.

  Provided under explanation.

  Business Response

  Date: 11/07/2023

  Hello *******
  
  My name is *********************************** with Mcafee Executive Customer assistance Team.  I have received your case wanting to know what your subscription upgrade consists of and why was the sub higher priced that last year. Listed below is a list of features that are included in your package and prices are subject to change due to market prices.  Thank you.
  
  True Key by McAfee
  McAfee Total Protection
  McAfee Total Protection
  McAfee Total Protection
  McAfee Safe Connect
  View Devices
  McAfee Identity Protection Service
  View Assets
  McAfee ************************************** Cleanup
  Credit Monitoring 1B
  OAC-Manual
  ID Restoration Insurance
  Financial Transaction Monitoring
  Social Privacy Manager
  
  
  ***********************************
  Supervisor, Customer Service
  ***********************************************************************
  ****************
  here...

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20780897
  
  I am rejecting this response because of the following response to ************************* response.
  

  *********************,
  
  The problem is much broader than your response would suggest.  I have addressed by certified mail (delivered 11/1/23 and addressed to your VP of operations) a transcript of a 2 hour interaction with your customer support service based in *****. Overall, I had spent 3.5 hours, talked to 4 people and 2 supervisors was promised a call by the manager that I never received. In the time I spent on the phone trying to get a response, I could have driven to ************ and your Headquarters considering I live in Southern **********.
  
  I have described the problem in my letter to McAfee. The kind of unacceptable service and response that was received from McAfee is rather typical of that use off shore customer services that seem to be unaccountable to anyone.
  
  As I indicated in my certified letter to your company along with a two hour transcript of interaction), I think we need legislation in ********** that will mandate a transfer to ** based (i.e. ********** based) customer service upon demand. I intend to push start pushing for such legislation.
  
  As an aside, please note: 1) There are services that according to ***** are not functioning properly of which we have not been notified but are included in the billing and 2) I was promised an adjustment in price which I expect to receive but have no confirmation thereof
  
  Thank you for your email but the response does not address all of the issues cited in my complaint or the certified letter. Please check with your operations management. Thank you.
  
  Sincerely,
  
  *************************************, P.E.
  

  Business Response

  Date: 11/14/2023

  Spoke with the customer on 11/14/2023 and he has confirmed that the issue has been resolved and that I can close his case.

• Initial Complaint

  Date:10/25/2023

  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.

  On October 25 I awoke to an identity theft marketing survey sponsored by McAfee/Lifelock via my browser. Upon taking the marketing survey, I did not answer that I had subscribed to McAfee or Lifelock because I never have (though I am aware of both features and abilities). Upon completing the marketing survey I was faced with the message that answering the question that had no option for me to accurately select was required. Though I did not complete the survey, I am also aware that surveys such as this are usually used by marketing analytics to determine usage or feed to consumers on the popularity of something. If used for the latter, this survey will mean the organization is lying to the consumer, and if used internally could cause minor harm to the organization in determining their effectiveness. A remedy for this slight breach of ethical conduct would be to remove the survey and repost a more suitable and considerate survey, which may not change usage outcome but will increase [potential] consumer trust.

  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.
  
  The survey shown is not associated with McAfee, and we are unaware of the purposes for the survey received. The two softwares mentioned are from 2 separate companies that provide antivirus software. If needed, you can always reach out to our support team at **************************************************.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/19/2023

  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.

  ** called ******* to cancel my subscription they don't wanna do it they're automatically charge me $106 I told him I have no computer they said that they're protecting my cellphone I have no idea what they're talking about I just wanted to cancel subscription and they don't wanna do it

  Business Response

  Date: 11/03/2023

  Dear Mile,

  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:10/17/2023

  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 originally purchased the McAfee Total Protection Security ware for my new MacBook Pro on Sept 18 for one year subscription . I was given false information and told I had to purchase an extra support in order to initiate all the features and be walked through set up. I inquired but the young lady insisted it was the only way to proceed with setting up features. I did it but then was told you already did the set up we help you with. I called back to get my money back and was refunded for both one year subscription and extra charge. That tech apologized and gave me two year subscription for discounted rate. That was the first lie they told.Since Sept 25, and the start of my 2 year subscription, I have had to call McAfee a minimum of 4 times due to product not working properly. The firewall and real time scanning continue to be defective. Each time I speak with a tech they uninstall and reinstall and say This is an ongoing issue and the higher support team is working on it. You have to wait to be contacted by higher support. We have your contact information. There is no timeline. You just have to wait. Meanwhile the device is at risk. This issue has persisted for weeks. Every time I call and inquire, I am read the same script and told all they know to do is uninstall and reinstall. Today the Program Update froze as well. I called tech support. They uninstalled and reinstalled and read me the script. This is false business practice. They are taking money under the guise of computer security, and not providing the service. There is no timeline and no communication. I cannot be the only MacBook User and one would think this would be high priority. It has been weeks and my computer is at risk with no real tech support supplied. Below are the dates and call lengths I have spoken with McAfee regarding my concerns. 10/17 26 minutes 10/5 27 minutes 10/4 14 minutes 9/26 20 minutes 9/25 29 minutes 9/18 56 minutes 9/18 22 minutes 9/18 11 minutes

  Business Response

  Date: 11/01/2023

  Hello ********************,
  
  This is *************************** with McAfee's Executive Customer Assistance Team at **********************. As mentioned in our email correspondence, wed like to schedule a session with our senior tech support team to assist with the technical issues you are facing. As soon as we receive your availability, we can schedule that session for you.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/14/2023

  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.

  My subscription was automatically renewed and was charged for $99.99. Not sure how to get a refund through their terrible customer support system.

  Business Response

  Date: 10/17/2023

  Hello *******, 
  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 24/7 at **************, for customers calling from the US.
  
  That being said, the refund for the recent auto-renewal is now in processing. You should see those funds available to you within 5 business days.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/09/2023

  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.

  My 80 year old fathers card was cancelled d/t charges from 2 antivirus companies, including McAfee. We see no emails from either company stating that he was up for renewal. He doesnt use a computer. Just a tablet to check emails. I am trying to help him get reimbursed for the charges. The number given to me for McAfee is for a medical alert company. I cannot find an accurate way to contact this company.

  Business Response

  Date: 10/20/2023

  Dear ********,

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

  I will be more than happy to assist you with resolving this matter on your requested date of Monday, October 23. If you could please have your father's email address linked to his McAfee account, or knowledge of the payment instrument used to renew his subscription, available during our call, that would be helpful towards a **************** of the matter. 

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 10/24/2023

   
  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:10/09/2023

  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.

  Purchased a 1 year subscription on 8/31/23 and I am unable to download it to my computer system. Asked for a refund and was told on 10/6/23 I was past a refund allowed date. The company wanted me to allow them to extend the subscription for free and to other devices and I said no. All I want is a partial refund at this time. I asked to speak to a supervisor or a manager at which time the person on the other end said they would call me back in 24 to 48 hours. This purchase was made in good faith and with a credit card so I have proof of payment.

  Customer Answer

  Date: 10/06/2023

  I contacted the company to purchase a 1 year subscription.  My payment was $41.99. I made this purchase with my bank debit/credit card.  I only have my bank internet statement as proof of purchase. 

  Business Response

  Date: 10/20/2023

  Hello ************, 
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you.
  
  Please see my email correspondence for more information regarding your refund. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************