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:10/06/2023

  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 August 14, 2023 I purchased the McAfee+ Advanced - Family year subscription for $76.31, Order Confirmation #CS3329934932.McAfee under the subscription committed to provide me with: Antivirus, Identity Monitoring, Parental Controls for my children's cellphones. I had problems with the antivirus: I downloaded the antivirus in my laptop, but after a month thinking my laptop was protected, I tried opening the antivirus, but it was not in my laptop anymore. After numerous attempts of trying to reinstall it, a McAfee technician had to remotely install it. I don't know for how long my laptop had been unprotected.Since the start the form in their website to submit my information for identity monitoring had a glitch, that did not allow me to send the required information. Therefore, I could never use the Identity Monitoring service.Another reason for signing up to this Advanced - Family year subscription was to use the Parental Control for my children's cellphones. However, when I tried to download their Safe family app in my 2023 cellphone and my 2022 children's cellphones, it gave me the following error: "This app isn't available for your device because it was made for an older version of Android." Apparently, their parental control was made in 2021 or before, and it will not support any cellphone that was purchased after that year. On 10/1/23 I called customer service, and they inform me that "The issue has been known to them by previous clients and they are working on it. The date to solve the problem is unknown, and they cannot give me a *************."So after having problems, and unavailability of services that the Advanced - Family year subscription was supposed to provide. I would like to have my money back, my private information taken off their system and to cancel my renewal.Customer service says they will not give me my money back because it has been more than a month since I subscribed, no matter if they have not provided the services promised.

  Business Response

  Date: 10/16/2023

  Dear Cintya,

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

  Per our conversation, we have issued a refund for your McAfee+ Advanced - Family subscription back to your payment instrument on October 12. Again, we sincerely apologize for the inconvenience you endured while attempting to use the software on your devices.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 10/16/2023

   
  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:10/04/2023

  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.

  McAfee keeps charging my credit card $159.93 my bank worked with me I got a refund but a week or so later I received another charge for $159.93 I have never ever had McAfee. It says I'm on autorenewal I've never ever had Mcafee so how can I be on autorenewal. I'm very concerned with how they even got my numbers.Please I need this fixed.

  Business Response

  Date: 10/17/2023

  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.
  
  If you see a McAfee charge on your statement, but you did not make a purchase, the charge is likely a preauthorized auto-renewal charge of an existing subscription. Looking into the account **********************,I do not see any active subscriptions, or any recent charges. I do see that there was recently a trial subscription for McAfee LiveSafe, but that trial did expire in May 2022. 
  
  Please see my email correspondence for more information. I can be reached at the contact details notated in my email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:10/04/2023

  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.

  I had ordered McAfee a year ago for 1 year. On 9/29 I received and email from my PayPal account saying ****** was going to be debited from my account for an auto renewal. I called McAfee right away. Customer Service said they would refund me and stop the auto renewal. Then asked if I wanted to purchase 1 year for $***** with NO auto renewal and they would just send me a statement annually with the option to renew and I agreed to this. On 10/2 I looked at my account and saw a debit of $****** on my account for ********************** for $****** so I called my bank to report it and I called McAfee. I told the person at McAfee that they had billed me in error and explained what happened on 9/29 and asked for a refund. This customer service person then tells me that the man I spoke with on 9/29 was wrong in what he had done and I had to pay the ****** and now that I paid the ***** next year another ****** would come out next year as well and I had 2 subscriptions. I tried to explain that I had emails of the refund and cancelation but he would not listen. He told me that there was only 1 way to stop the auto renewal and get my money back was to pay $279.00. I told him I would not pay this and that I was going to report them to the BBB and I hung up the phone. There was no reasoning with him and when I asked for a supervisor he told me he was the supervisor.

  Business Response

  Date: 10/23/2023

  Dear ****************************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
  
  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free reply to reach me directly using the contact info in my email. I am available Monday-Friday, from 7am to 4pm Central Time (US).

  
  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:10/03/2023

  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.

  There is a bug in the system that will not allow me to turn off the constant sales pitch pop-*** with McAfee. I have all notifications disabled on my system and McAfee is overriding this setting. There is no way to shut them off. I spent over an hour trying to get resolution and it was determined that this is an KNOWN issue on McAfee's side and was admitted to me it has been going on for months. Due to the inability for McAfee to shut this off, I need to find a different provider and am asking for a pro-rated refund. This was denied to me over the phone and the answer was "you'll just have to close those pop-*** on your own". There are ***** a day. Each time it pops up, I have to stop what I am doing and shift to address it. For a security company, this type of defect should be unacceptable. I am asking to cancel this service and get a refund for the remaining time as I need to find another service that does not include constant distractions. Thank you!

  Business Response

  Date: 10/16/2023

  Dear ****************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
  
  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free 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,
  *************************

  Customer Answer

  Date: 10/18/2023

   
  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:10/02/2023

  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.

  McAfee charged me ****** ***** Francs too much. Since March of these year I am trying to get my money back. On July 27 2023 I had a long chat with a German speaking Mr. **************** from McAfee consumer support who provided me with an online form to get the refund. He told me that it might take 3 to 4 weeks to get the money on my Swiss Banc account. I filled out the entire form correctly and sent it off online. On August 2nd I received an English email signed by *****************************, who informed me that they received my form and that the ****** Swiss Francs "will be credited to my banc account in 3 weeks." As of today, October 2nd, I have not received a dime of refund. When calling the McAfee customer support, the German speaking ************** told me that a) the money has been transferred by the end of August and b) that my case is closed. He suggested seriously, that I send in an excerpt of my Swiss banc account of September to proof that I have not received the refund!

  Business Response

  Date: 10/23/2023

  Dear ****,

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

  Thank you for providing the necessary information to reattempt the bank transfer refund you were owed. Once I have received further communication from our accounting team on the status of your refund, I will be sure to inform you as well.

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

   

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20683526
  
  I am rejecting this response because: within the last day I have not heard back from McAfee, let alone got the refund which is due since many months.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/03/2023

  Dear ****,

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

  I have recently provided an update regarding the status of your bank transfer refund to your email inbox. If you have any further questions or concerns regarding your refund, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:09/29/2023

  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 purchased McAfee subscription on 03/27/2024 and have not had any issues. Today Im having trouble downloading attachments. It keeps saying couldnt download-virus scan failed. I called McAfee and they say its my fault. That my new Surface Pro 9 isnt compatible with the software and I need to upgrade software to the highest tier. Which cost $289.99, they also told me its my fault because I downloaded and purchased the subscription online directly from their website and not from an agent. I just want my issue fixed, or my money back please.

  Business Response

  Date: 10/10/2023

  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). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:09/27/2023

  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 9/2723 I received an email stating that I was being debited ****** for McAfee Security, when I called to state I had not signed up for this contact I was told that I did, that I was a liar and that I was stuck in a 5 year contract and that I would be charged ****** every year or that i could pay 180 today to cancel. When I told them that I didn't want the service and that I had not signed up I was hung up on, I called back to another rude representative that again called me a liar and that I did sign up for this contract.When I finally got into this account that I so called created, I saw that I was mistaken I had signed up but for a 2 year $69.99 service that is set to expire 1/22/24, It also showed that I have not used any of the activation keys to activate this service, I haven't used it at all.This representative called me liars, threatened to charge my card every year told me that I could not cannel, to deal with the bank. If I didn't sign up how do they have my info, called me more liars, then hung up on me again.

  Business Response

  Date: 10/02/2023

  Dear ****************,
  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. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.  Additionally, the phone number mentioned is not a McAfee phone number, and the information provided in the email are not official McAfee details. 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 *******************************************.
  
  I do see the purchase for a McAfee Total Protection subscription that was placed on January 18, 2022. You may request a refund by contacting **************** within 30 days of initial purchase or within 60 days of automatic renewal (for 1 year terms or longer). That being said, I have processed a refund for the $69.99 as a goodwill gesture. You should those funds available to you within 5 business days.
  
  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, **********************

• Initial Complaint

  Date:09/24/2023

  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.

  I had renewal set-up for McAfee Virus Protection, but never received the email that the auto-renewal was going to charge my credit card to turn off the auto-renewal. My Discover credit card ending in **** was charged 7/19/23. I found on the website if I called within 30 days I could receive a refund. Within a few days of the charge, I called McAfee and requested a refund, but was discounted from the representative. I waited a few days, called back and requested a refund again. Once again, I was disconnected from the representative. I called one final time, requesting a refund within the 30 days of 7/19/23. This time the representative tried to convince me to keep the subscription, and I said no, I just wanted a refund. She asked for my card number and I was disconnected once again. I called ************* to ask for their help. They initiated a claim. I received a letter that I received a permanent credit and thought the ordeal was done. However, on 9/1, I was charged ****** again. I called Discover and Discover stated McAfee said I never contacted them. I explained once again I contacted on three occasions on three different days within the 30 day refund period and was disconnected each time. How can I ask for a refund if I am consistently disconnected and the individual does not speak clear English and understand what I am asking. I just want the ****** refunded that is it. McAfee has made the process difficult to contact and speak with a customer service representative that can understand English and not be disconnected from the call. I tried to complete online and it stated I had to call the customer number phone number listed on ********************** site.

  Business Response

  Date: 10/16/2023

  Dear *********,
  
  This is ************************* again, with McAfees Executive Customer Assistance Team.
  
  Per our conversation, I have issued a refund of $158.99 for the renewal of your McAfee LiveSafe subscription, and have ensured that the auto-renewal feature is disabled to prevent future charges for this subscription. We sincerely apologize for any inconvenience you may have endured, while attempting to resolve this issue.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 10/16/2023

   
  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:09/23/2023

  Type:Sales and Advertising 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.

  Advertising scare tactics. I was searching on the internet Thursday 21 September 2023 for freeware on Sketchup 3D. All of a sudden my computer was frozen and McAfee says that I have been infected/hacked and that my subscription had expired. I paid for a subscription renewal immediately and when I went to review the subscription to see why I missed the auto renewal I see that I have 3 current subscriptions all getting charged at different dates. I believe that this isn't the first time this has happened but I cannot be certain.

  Business Response

  Date: 10/04/2023

  Dear ****************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
  
  I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free 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,
  *************************

  Customer Answer

  Date: 10/06/2023

   
  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:09/21/2023

  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.

  7/2023 I signed up and paid for Antivirus protection. I had nothing but problems and incompatibility with my devices. Numerous phone calls requesting a refund, per their (guarantee of satisfaction) They repeatedly told me that they would not refund, wanted access to my devices (not granted) because I probably installed wrong, I quoted articles that clearly stated that their product was not compatible with my current iPad updates. They wanted to call ******** to remove the McAfee protection included in my cellular agreement because they blamed that as the problem. No. I have read that they are putting viruses on computers of complainants. I want them to be accountable for their products, their guarantee and to leave me alone. Constant harassment. I have emails stating that they resolved my issues. Lie.

  Business Response

  Date: 10/04/2023

  Dear ********************,

  To confirm,the attached 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 price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point. Additionally, the information provided in the email are not official McAfee details. 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 *******************************************.

  You do have a 1-User McAfee Multi Access subscription through ********* Since you obtained that McAfee subscription through ******** directly, support is also provided by ******** for the subscription on your Android. They would be able to assist with any cancellations, refunds, or uninstalling from your Android, since that subscription is provided directly through them. There should be a special team at ******** who can escalate issues to McAfee if necessary.

  A refund has been processed for the McAfee+ Advanced-Family subscription that you are having trouble re-installing after an update. You should see those funds available to you within 5 business days.

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