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:09/21/2023

  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.

  We purchased back in July what they call a ultimate Plus Plan in the amount Of $299.99. We were under the impressing that we were covered on both devices. I have a laptop and my wife has a iPad. We had a mix up before and they fixed but when I tried to get on my laptop last night because it was running slow. I contacted the business and they stated that my laptop was not covered and that the iPad was only covered. We requested a refund but was informed to call our bank. I would like my money back in the amount of $299.99

  Business Response

  Date: 10/02/2023

  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:09/20/2023

  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.

  2 days ago McAfee pulled out $****** out of my checking account today I have a $34 overdraft on my account due to ********************** pulling that money I have called McAfee for the last several days explaining to them the situation they claim that they refunded to ****** to my account it has not been put into my checking account on top of it we explained to them that the overdraft charges were their responsibility due to they pulling this money unauthorized because we told them not to pull any money out of our account they ran me around for the last several days of supervisors will talk to me they hung up on me they delayed my answer to the question about getting them to take care of the overdraft because of their mistakes I'm fed up I just got off the phone with them after being there on the phone for over an hour I am very disgusted with the service of magazine and I require them to pay the overdraft amount like they're supposed to and the amount that they pulled out back into my checking account I am filing this report to let them know that I told them I would be explaining the situation and let the world know how they are treating customers and people that dealt with them in the past how they're taking money from people and causing issues and not taking care of it and then when you call in they give you the runaround I wash my hands of this situation I require them to give me the refund the full amount of $****** and the full amount of $34 for the overdraft and including any overdraft that *** occur until that money is in our bank account I hope the right person sees this and we can get it corrected thank you and have a great day.

  Business Response

  Date: 09/25/2023

  Dear ******************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  
  Your subscription was renewed due to its enrollment in McAfees auto-renewal program. You can learn more about the auto-renewal program in this article from the McAfee Knowledge Base: ******************************************************************************************************** . You can view and update the auto-renewal enrollment status from your McAfee account. Full instructions can be found in this article, ******************************************************************************************************** .
  
  If you have any additional concerns regarding this inquiry, please feel free to contact me by replying to my email sent to the email address provided with this complaint. I am available Monday-Friday, from 7am to 4pm Central Time (US).
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:09/19/2023

  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.

  i bought a laptop in 2016 and purchased McAfee Antivirus and had it on auto-renewal. In 2021, I bought a new laptop, which had McAfee Antivirus already installed, and logged into my account to continue my subscription on my new laptop. After a second fraud alert from my credit card and bank card from McAfee for renewal, I checked my McAfee account and noticed that I was double paying for service under my account on 2 different subscriptions. I called McAfee customer service on September 19, 2023 and expressed my displeasure with colorful language and they said that when I went to login on my new laptop to further my one subscription on my new device that I authorized a new subscription. Since it is more than 60 days from one subscription being expired, they (McAfee LLC) is not going to refund me any over paid monies paid.

  Business Response

  Date: 09/28/2023

  Sent the customer an email to process refund.

  Hello ******
  
  My name is ************************* with McAfee Executive Customer Assistance Team. I have read over your case and see that you have requested a refund for multiple subscription. Please go to www.mcafee.com/support/rr, and fill out the Refund Reimbursement form. You will need to include your service request number 1-159858021, your email, Plus basic information that's required. Once you've submitted the form, a confirmation page will appear to confirm that it's been submitted successfully.  After it's been approved, it typically takes up to 3 weeks for you to receive your refund.  Please submit your reimbursement form within 10 days from the date of this email. 
  
  Thank you,
  
  ***********************************
  Supervisor, Customer Service
  ***********************************************************************
  ****************

• Initial Complaint

  Date:09/19/2023

  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.

  My computer was fine, macafee antivirus expired a couple years ago but lately they've been sending almost 12 pop *** a day constantly sometimes more disrupting my work so I erased the software then reset my computer like they required me to do and when it came back it has a virus now..I have windows 11 including Windows defender which would have alerted me but I can't get into my computer yet was sent a pop up claiming they can fix the problem. But how would they know about the problem unless they caused it since I erased their software? Thousands of different people online are all complaining about the same thing..they send a virus when you uninstall their software .that's destruction of property and they solicit you offering to fix the problem they just caused..they at least need a warning since it happens to everyone..this happened this morning and now my computer is broken and I have work to do...so I don't get paid because I was sick of them disrupting me and my work and I probably have to pay to fix my computer, I might end up on the street because of this..that's really not fair when all I did is take advantage of a deal for a years service and paid it promptly the whole year at once.. Please do something about this ..do a little research and see how many people online have the same claim as I do..there's more that do then don't I would bet money on it..they need to be stopped and remove the viruses free of charge or pay someone else else since there will be probably at least a million (if not more) claims once people notice someone brought the problem to maybe the only organization that could help stop this dishonesty being bestowed upon every person that buys the product without a lifetime subscription..try it on a old BBB computer and.see for yourself..when it does happen I think pulling that on the BBB should be an even bigger penalty..imagine it was on a network computer and what could have happened.its not a nice thing to be doing

  Business Response

  Date: 09/25/2023

  I reached out to the customer via email and confirmed that we will be willing to set up a ticket with our Tech Support Assistance Team. 

• Initial Complaint

  Date:09/19/2023

  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.

  We encountered a virus or malware that claimed to be McAfee software and needed to upgrade our protection, we couldn't load or navigate any browser without the advertisement popping up. We called McAfee virus protection team to address, they transferred us to two groups until one team finally logged into our computer and deleted the program causing the issue. In the process the technician deleted everything on our computer - various programs, software, power points, documents and pictures we've been using for several years. The technician lied when confronted. we called and spoke to a supervisor - *******, who validated from the call recordings that the tech did delete everything and then lied about it. We have been trying to recover things ever since mid August. ******* got us to a tier two support who tried to recover things and have not been able to and escalated to level 3 on September 3rd. We have been waiting for a call back since - I've called daily asking for a call back and no one is calling back - its now September 17th without a call back or resolution. Case Number: 1-155746281

  Business Response

  Date: 10/09/2023

  Dear ***,

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

  Per our previous conversation, we are currently working internally to provide your previously requested resolution regarding this matter. The circumstances are still under view, however, once I receive further communication regarding your service request, I will be sure to contact you immediately. We apologize for any inconvenience, and thank you for your continued patience.

  Sincerely,

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

  Executive Customer Assistance Team

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

   

• Initial Complaint

  Date:09/18/2023

  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.

  The company refuses to delete my account which was deleted last year. They are additionally trying to charge me $180. They refused to put me on with a supervisor.

  Business Response

  Date: 09/27/2023

  Dear ****,
  
  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me today regarding your BBB complaint.
  
  Per our conversation, your most recent subscription renewal was refunded on September 19, and your auto-renewal was turned off. Additionally, I have removed your payment details from our system, and marked your McAfee account for deletion. Again, I apologize for the support experience you had during your attempts to get this matter resolved.
  
  If you have any additional questions or concerns regarding McAfee in the future, please feel free to contact me directly for assistance.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:09/18/2023

  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.

  I am 79 years old and inadvertently had auto renew on my computer. After seeing the charge on my account I immediately contacted them and asked for a refund as I had removed them from my computer and no longer needed their service. They have given me the runaround, been rude and have not refunded our money

  Business Response

  Date: 09/21/2023

  Dear ******************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint with Better Business Bureau, and would like to get in touch with you regarding your concerns.
  
  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.
  
  We are unable to locate any support contact records associated with the contact information provided to the Better Business Bureau. 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: 09/21/2023

   
  Complaint: 20613963
  
  I am rejecting this response because: I did call at least 3 times and was given the runaround and fake numbers to call. The BBB had better put you guys out of business.  I also sent a text on September 14 to ********************* to give me a copy of their policy on returns since they had requested us to spend another $119 at CVS and contact them again. I am 79 years old and do not need this stress.  All I want us my refund. I have since deleted my account. There are 588 complaints on the BBB about this same issue. This is fraud!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/22/2023

  Hello ******************,
  
  Based on your description, we have concerns you may have inadvertently contacted a third party support purporting to be McAfee. McAfee does not offer text as a support option, and McAfee support does not charge a fee to process a refund. Please see my email correspondence for more information. We would like to report your experience for further investigation, and need to provide the phone number that was contacted.
  
  We received a bank confirmation that the refund for the recent auto-renewal of $119.99 was received. The Acquirer Reference Number (ARN) for this transaction is 55432863264204740184934.This type of reference number is shared between the merchant and financial institution.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:09/15/2023

  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.

  Uploaded

  Business Response

  Date: 09/20/2023

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

• Initial Complaint

  Date:09/15/2023

  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.

  McAfee Virus Protection, took out a payment that they said was due. i never received notification that payment was coming out. I called to cancel my service , I no longer want this service. The representative refused to cancel my service and told me he was going back into my account to take an additional ****** out. The representative told me it is a contract that I have to pay for this for the rest of my life. I spoke with my bank, they cancelled my debit card and now McAfee keeps calling me to harass me about not being able to get into my bank account. I would like a refund , I definitely do not want their service after being threatened and harassed.

  Business Response

  Date: 09/21/2023

  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.
  
  Based on your description, we have concerns you may have inadvertently contacted a third party support purporting to be McAfee. McAfee does not charge a fee to cancel subscriptions, or process refunds. I also do not see any support contact records associated with the contact information provided to the Better Business Bureau.
  
  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:09/14/2023

  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.

  Charged my Bank Account 3 separate times in the last 24 hours for $149.99, $149.99, and $149.99. This, after I cancelled my last debit card two weeks ago for the same problem. They charge their customers over and over and over without ANY authorization, under the guise "Auto Renewal." When I called them, a supposed customer service rep directed me to an App that allowed him to take over my computer and go into my BANK ACCOUNT!!!!!! UNACCEPTABLE!!!!!!! No customers should have to turn over control of their Bank Account to any customer service rep ever!!!! I immediately hung up on him, and he called me back to try to do it again.

  Business Response

  Date: 09/26/2023

  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. When a ********************** subscription is purchased, it is enrolled in the auto-renewal service. You can view or change this enrollment status at any time from your McAfee account. You can find more information about the auto-renewal feature in the articles below.
  
  Auto-Renewal FAQs ********************************************************************************************************
  How to Change or Cancel Auto-Renew - ********************************************************************************************************
  
  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,
  *************************