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:09/12/2023

  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 August 21, 2023 I contacted McAfee customer service after noticing a charge for $149.99 associated with an auto-renewal for antivirus protection. I previously paid $59.99 for a two year service and utilized a different debit card. I spoke to *******, employee ID#***********, and he confirmed the charge to my card for $149.99 for an auto-renewal. I informed ******* that I didn't consent to my new card being used, and inquired as to how McAfee obtained my new credit card information. ******* explained that the company receives multiple calls from angry customers about charges to cards such as AMEX and Mastercard. ******* suggested that I contact Mastercard, because it is something that the company does to where when new cards are obtained, Mastercard automatically updates information to McAfee. This sounded shady and I shared with ******* that there would be multiple lawsuits if Mastercard or any card companies are sharing card information with other companies without customer consent. ******* continued to direct me to contact Mastercard and also offered to refund the $149.99 (since I was within the 30 day auto-renewal window) and provided an offer for antivirus protection at a reduced rate. I decided to file a complaint because I spoke to my credit union representative and was informed that this auto-renewal process is unethical and I want to let BBB know what McAfee is doing to customers. Based upon the complaints listed, my experience is similar. I hope that McAfee will determine business practices that need to be examined and adjusted in order to avoid losing customers.

  Business Response

  Date: 09/15/2023

  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 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.
  
  Additionally, it appears your credit card provider offers a payment updater service for auto-renewals or reoccurring charges. Card providers can supplement any new card details on a customers behalf if they see the information on file is no longer applicable. We do recommend speaking with your credit card provider directly for more information.
  
  We received a bank confirmation that the refund of $149.99 was received on August 21, 2023. The Acquirer Reference Number (ARN) for this transaction is ***********************. This type of reference number is shared between the merchant and financial institution.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:09/11/2023

  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.

  9 September 2023: 11:44 AM Purchase invoice: CS3348738454* 2023 Charged a horrific amount for automatic renewal - $180 CDN, excessive. Would never have renewed at this price. It is a full month before my subscription is up and I can't get hold of anyone to stop renewal before that date? Terrible customer service. The charge is already pending on my **** as of today.****** find a live chat, so I used the customer contact phone number and was kept on hold for 30 minutes and it clicked on, all music stopped, no voice. Just silence while it kept me connected. Finally had to hang up. There is no one you can talk to, though it says 24/7 for my area [******]. Just a long wait for nothing.McAfee clearly overcharges and gives you no recourse to discuss the fees and possibly stay a customer. Would prefer a refund then, completely break with them as a provider.

  Business Response

  Date: 09/12/2023

  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 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.
  
  That being said, the refund of $178.49 CAD is now in processing. You should see those funds available to you within 5 business days.Please see my email correspondence for more information. 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: 09/16/2023

   
  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:09/08/2023

  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.

  Dear McAfee Corporation, I am filing a complaint in regards to McAfee software program I renew on June 22, 2023 in the amount of $84.99. I spoke with a Representative on that day and purchase the McAfee Protection software on June 22, 2023 for my Laptop. Representative help me installed the software which it work for several months until just we recent it was not working well and not giving me Protection against any scammers or viruses. I called McAfee and spoke with Technician person, **************************, he send me a link to reinstall the software program he help with this software. Apparently, an error started popping up when I sign on my Laptop, I spoke with another Representative and they are aware of this matter with McAfee program. What I want is McAfee to resolve this issue and remove this error from my Laptop and I do have documents what I paid for in June 2023 and the error message that pops up everyday on my Laptop. I am a consumer and would like this to be taken care of and continue purchasing products from McAfee to protect my personal information and other factors. Thank you, ***************************

  Business Response

  Date: 09/20/2023

  Hello **************, 
  
  This is *************************** with McAfee's Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. Our senior tech support team noted that they have a second call scheduled with you on Monday, September 25th regarding the technical issues you are facing.
  
  I will keep your case open on my end, and follow up again after your session on Monday. If you have any questions or concerns in the meantime, please feel free to call me directly, or respond to my email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:09/07/2023

  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 has continued to send notices that my current subscription is expiring- and they continue to accept payment for new subscriptions -( I am ******'s daughter *********************************- This complaint is on behalf of my mom who is 82 years old and suffering from memory loss and confusion ) She receives email messages from Mcafee almost weekly stating that her subscription is expired- and she has paid for at least 8 subscriptions since January 2023- I have called Mcafee and complained about this previously and asked them not to contact my mom further- with no success- they are scamming the elderly repeatedly.

  Business Response

  Date: 09/21/2023

  Dear Ms. **********
  

  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I am sorry that I been unable to reach you to discuss your concerns. 
  

  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at **************. I am available Monday-Friday, from 8am to 5pm Central Time (US).

  If you would prefer to communicate by email, you may reach me at ****************************************.
  

  Please keep in mind that your case can always be reopened if needed by replying to the email I sent you directly.
  

  Thank you for contacting McAfee.

• Initial Complaint

  Date:09/07/2023

  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 contacted McAfee support to have my account deleted from their servers as I no longer wish to have my personal information (including email address or name) available on their servers. I was told they are not able to remove my account unless I live in another country outside of *******. I have the chat where I was told this copied in full and attached as a doc file to this report. All I want is my account deleted. It doesn't matter where I live, it is still my account with my ********************** information attached to it and I no longer want that company to have access to this information and they have refused to delete it because I live in *******.

  Business Response

  Date: 09/11/2023

  Dear ************,
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  From your description, it sounds like you are attempting to complete McAfees *************** Request form on our Privacy and Legal page. Unfortunately at this time,this form is only available to customers located in specific regions.
  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:09/05/2023

  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.

  I contacted McAfee on 8/31/2023 to inform them that I was no longer able to access the *** service that comes with my "McAfee Advanced Individual" subscription. The McAfee rep stated that "this is a known issue" and promised to get back in touch to fix the problem.However, no one from McAfee has contacted me back, nor has the *** service been fixed. I renewed my McAfee subscription on 8/27/2023 and yet 3 days later, the *** stopped working. If McAfee cannot fix this problem then I ask that my subscription be canceled and my payment refunded.

  Business Response

  Date: 09/13/2023

  Dear Ngana, 

  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
  
  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: 09/13/2023

   
  Complaint: 20559510
  
  I am rejecting this response because:McAfee has failed to fix this problem. I am writing this response one day after a McAfee service representative was tasked with fixing the problem. The fix worked briefly, but when I woke up this morning, the McAfee VPN service that comes with my subscription was not working and the McAfee Optimizer program was no longer on my computer--despite the fact I still have a year's worth subscription for the service.
  
  Sincerely,
  
  ***********************-mziray

  Business Response

  Date: 09/25/2023

  Dear Ngana, 

  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 

  Our support team has indicated that your subscription is installed on your device, but there is an ongoing technical issue that is being investigated by our development team. Our support team will contact you directly once the issue has been resolved. 
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly by replying to my email. I am available Monday-Friday,from 7am to 4pm Central Time (US).

  
  Thank you for contacting McAfee.

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

  Customer Answer

  Date: 09/25/2023

   
  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:09/05/2023

  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 disabled auto-renew and did not purchase a new subscription to McAfee. I was billed anyway in the amount listed below. I am seeking a refund. I have attempted to reach agents both online and over the phone only for mutliple calls to be dropped. I am within the refund timeframe and want my money back. Current case 1-157077721

  Business Response

  Date: 09/15/2023

  Dear ******,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint and I 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 my e-mail message. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

   

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/31/2023

  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.

  Over 3 years ago, when purchasing a computer. McAfee was installed where cards are registered. The free subscription. This should be un acceptable service as it takes advantage of business of others. I have not had that computer for over 3 years and have had (2) different computers since. They auto billed May 2023 for $162.36. They are billing me for services not rendered as I do not have the computer. This is theft where taking money without goods exchanged. They would not credit me the charge. I even offered for them to refund the portion unused and would concede to the months past (*even though no services rendered*). AT $162.36 would be 15.53/month. So months June, July and August would be $40.59 and would mean $122.77 should be owed back to me even though that still isn't fair to me as I did not use their services.

  Business Response

  Date: 09/08/2023

  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: 09/09/2023

   
  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:08/31/2023

  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 August 17, 2023 I mistakenly purchased a one-year subscription for McAfee Privacy and Identity Guard in the amount of $44.99, Order #CS331576768 (I thought that I was purchasing a virus protection subscription). I contacted McAfee via on-line chat on August 22, 2023. According to the transcript of the chat, I was assisted by ***************. Mr. **** confirmed that I did not have a virus protection subscription and I informed him that I wanted to cancel the Privacy and Identity Guard subscription. He confirmed that I was eligible to receive a refund for the purchase. To date, I have not received the requested refund.

  Business Response

  Date: 09/11/2023

  Dear *******,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB complaint and I 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 me by e-mail. I look forward to assisting you.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 09/13/2023

   
  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. I have confirmed that the refund has been processed.  Thank you very much!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2023

  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.

  08/27/23 Called McAfee to get assistance to renew my subscription. My subscription expired in May of this year. Have been trying for 3 months to renew my subscription. Went through this same type of issue last year. The person I spoke to today stated that I had 2 subscriptions. I advised him that I only need 1 subscription. He offered to transfer me to the billing department so that I could resolve the 2 subscriptions. Transfer never went through. All that I am trying to do is renew my subscription for my 3 devices, a laptop, a tablet, and a mobile device.

  Business Response

  Date: 09/08/2023

  Dear ************,
  
  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. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team