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:08/23/2023

  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 have a software program called Bitdefender. I put in my computer that I wanted a software scan.All of a sudden I found an email that McAfee had charged me$295.70.I called McAfee customer service #. Twice the person hung up on me. They gave me an installation code: UVb.678d51bt I will follow their online directions on how to cancel that charge.I very seldom use my computer, so I was trying to clean the soft ware. I did not authorize a $295.70 charge.Please assist me. My cell # is: **********. Thank you. **********************

  Business Response

  Date: 09/06/2023

  Dear ****************,
  
  After an internal review of our records, we were able to locate a McAfee account associated with your contact details, however; there are no subscriptions associated with that account. 
  
  If you could provide more details regarding your request, we will gladly further assist you in resolving this matter. 
  
  We have heard reports from customers and non-customers who received phishing emails. We recommend reporting the emails as spam. You may also want to work with your email provider to block the sender from contacting you.
  
  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 ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************
  
  

• Initial Complaint

  Date:08/15/2023

  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.

  I noticed a charge of $89.99 taken from my checking account on 7/21/23. The service is for anti virus, anti hacking, etc. But, I never agreed to this charge which was done automatically for a 2-year coverage. When I checked my account online, it said that I have coverage for 10 devices! which I don't. I also see under my profile that I have 1 device and NO coverage ?! When I clicked on Request for Refund, I called a toll free number, and the lady had an indian accent which at this point, I didn't trust because I've gotten scams from people with indian accent. I refused to give my full information, she insisted but I asked how I can send the request for refund online and she could not help with that, she insisted she wanted to do it herself. I disabled the automatic renewal option online myself.

  Business Response

  Date: 08/18/2023

  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. 
  
  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 ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:08/15/2023

  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.

  A auto -renewal of the account came out on August 2nd for $99.99. According to their website, you can cancel the renewal and request a refund within 60 days of the renewal. (My renewal wasn't even scheduled until February according to their agent when I called.) They stated they could not issue a refund to me as I was outside the 60 days. They also stated they only collected $69 from me but my account clearly shows $99.99 being taken out. My service number when I called in was ************ and she stated she marked the account with my complaint. I have the documentation to prove the amount withdrawn from my PayPal account for the $99.99 and the website printout that states I can get a refund within 60 days of the renewal amount.

  Business Response

  Date: 08/17/2023

  Hello ******************, 
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  We do see the active McAfee account associated with *********************,however, we also see that when you contacted our support team on August 15th,they were able to identify the $99.99 PayPal charge associated with a separate account under the email address *****************
  
  That being said, we see that the refund for the recent renewal of $99.99, was processed back to the PayPal account when you contacted our support team on the 15th. You should see those funds available to you within 5 business days.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:08/15/2023

  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.

  The company is sending junk emails through affiliates. Failure to stop sending the junk emails will result in legal action. They are coming from this affiliate: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Business Response

  Date: 08/25/2023

  Dear *******,

  McAfee enforces rigorous standards on our affiliate marketing program. Affiliate marketers who do not meet those standards are removed from the program in order to protect our customers from spam as well as confusing and potentially misleading communications about our products and services. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. Thank you for bringing this to our attention. 

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/11/2023

  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.

  In late June we contacted McAfee, LLC to cancel our auto-renew subscriptions as we had found other anti-virus solutions.An option provided us was to merge the two accounts that we had and then let them run out. We accepted this option. McAfee opened service request case 1-149245901 and provided us email confirmations on 6/26/2023 that the case was resolved. A few weeks later after further consideration we contacted McAfee again and asked for the refund we had requested originally on 6/26. There were two charges in question.$160.49 on 5/10 $128.39 on 5/31 McAfee's policy is that auto-renewals can be refunded within 60 days. At the time of the second contact with McAfee, the $160.49 was outside of that window and we agreed to let that one go since it had been our delay. We were led to believe that the $128.38 *would* be refunded. The original case had been re-opened and we received email confirmation to that effect on 7/15. This was only 45 days after the charge to our credit card. On 7/25 I received an email requesting that I contact McAfee. I did not see this email, but it was followed up just a couple of minutes later with an email confirmation that the re-opened case had been resolved. As of the latest statement, the refund was not made. I contacted McAfee again this afternoon and spoke to a gentleman named ***** and asked if possibly the refund and the statement had crossed in the mail. I was informed that I was now outside of the refund window. As of today, that is a true statement, however the original phone calls and refund promise were not. We would like the previously eligible $128.39 refunded.

  Business Response

  Date: 08/18/2023

  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. 
  
  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 ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:08/09/2023

  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.

  Dear Sirs- I have repeatedly called McAfee's customer service number and have spoken unfortunately with the most rude representatives. I just spoke with a gentleman named *****- Case#1-153834191.I requested a credit of $90 because I was charged $119.99 automatically on 7/12/23; not realizing I was on auto renewal through my Amex card. After speaking to a few very disrespectful Representatives I spoke to *****. He initially offered a credit of $70. I mentioned to him I can get the exact same thing through ****** for $24.99 and requested a $90 credit because I can get the same thing for $29.99 through McAfee. Before I could say another word, he abruptly 'claimed' he went ahead and issued a $119.99 credit to my Amex and condescendingly said I should go ahead & buy the $29.99 product through McAfee. I replied that that made no sense at all when all he had to do was issue a $90 credit and I can keep the current product. The reason I'm filing this complaint is he said I should get an email within a few minutes verifying the credit for $119 on my **************** card. It's been over an hour since I spoke to him and I have not received an email nor have I received a pending credit showing on my online **************** card account. This is very frustrating to deal with a company who is in charge of security on my laptop but cannot speak decently and is giving me erroneous information. I would like to speak to someone in ***************** who can rectify this horrible situation. I should not have to deal with disrespectful representatives at their 866 toll free customer service number.

  Business Response

  Date: 08/21/2023

  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.
  
  Looking into the account ********************* associated with the order number provided, we see that the agent processed a refund for the $119.99 on August 8, 2023, when you contacted support. We also received a confirmation from **************** that the refund of $119.99 was received on August 9, 2023.The Acquirer Reference Number (ARN) for this transaction is ********. This type of reference number is shared between the merchant and financial institution. If you don't see the funds in your account,please reach out to the refund or fraud department at AMEX with this ARN to locate the refund.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

  Customer Answer

  Date: 08/24/2023

   
  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:08/08/2023

  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 called McAfee to cancel my subscriptions at the end of June of this year, and before I hung up, the agent who took my call told me he was cancel my subscriptions and I was going to get two refunds for two different protections they were going to provide my devises for, one was for $149, and other was for $199.The agent told me I was going to be getting my refunds in about 3-5 days. I got the one for $149, but I never got the one for 199.I have been checking with my bank for about 3 weeks as well as my bank statements, and that $199 refund was never received. I've been trying to get my refund ever since with no avail.These people are just giving me the round around by sending me from one agent to another and from one supervisor to another and all they have been doing is promising me they are going to send it to me.It has been almost two months of going back and forth with these people and all they are telling me is that this issue is in the hands of upper management. The funny this is that every time I call them, at the end of the conversation they send me an email saying that the issue has been resolved when in reality is not, so what I've been doing is replying to their emails saying that the issue has not been resolved.The reference number to this issue is CS32966249. This is the reference number they gave me.

  Business Response

  Date: 08/09/2023

  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, we received a bank confirmation that the refund of $149.99 was received on June 22, 2023, to an account, or card ending in ****. The Acquirer Reference Number (***) for this transaction is ***********************. We also received a bank confirmation that the refund of $199.99 was received on June 22, 2023, to an account, or card ending in ****. The Acquirer Reference Number (***) for this transaction is ***********************. These type of reference numbers are shared between the merchant and financial institution. If you don't see the funds in your account, please reach out to the refund or fraud department at your bank or financial institution with the *** to locate the refund.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:08/07/2023

  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 pay for a subscription to Mcafee and I refer customers to McAfee and McAfee is using scare tactics with false information to get users to purchase software that they may not need or want. It is one thing to advertise but to make false claims to a paying customer to try to boost sales is in my opinion over the line. I have attached a picture showing the claim along with some information from my computer to show it is indeed false. I have worked in IT for 20 years and I worry about people who don't know how to check and will throw money away because a trusted programs is lying to them.

  Business Response

  Date: 08/18/2023

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

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

  Thank you for bringing this matter to our attention. As discussed, we have started an investigation to look into the cause of the notification you received. Once I have received more details regarding the investigation, I will be sure to reach out to you directly to provide clarification. We apologize for any confusion caused by the notification.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:08/07/2023

  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, LLC confirmation# CS3266388263, Refund # SR1-44048591 Refund. I called up in May money was taken out of my checking money was taken out of my checking account in the amounts $149.99 and *****. They took this amount out May 1,2023. McAfee and my credit union. McAfee took it back in my checking account. My credit Union confirmed the funds was returned. Then I called McAfee since that time then I received a call back from someone from McAfee and she informed me that money was taken out my account for 10 years. 2013 was $50.99, 2014 was *****, it skipped four years and again in 2018 they took $19.00, 2019 they took $70.00, 2020 they took $80.00, 2021 they took $120.00, 2022 they took $130.00 this total amount to be $550.00. This company informed me of this or I would have not known. This just happened last Wednesday. I would like to be refunded in the amount of $550.00

  Business Response

  Date: 08/15/2023

  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. 
  
  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 ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:08/07/2023

  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 expired on my pc and the product keep popping up while I am on the internet and crashes whatever I am viewing at the time. I want this product removed from my pc and then leave me alone.I have tried to chat but McAfee chat goes to less than one min. and no one ever comes on to help me. I filled out the issue I have and they did not respond.

  Business Response

  Date: 08/15/2023

  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.
  
  McAfee will only send you alerts to your desktop if you have the software installed on the device. However, we are unable to locate any subscriptions associated with the contact details provided. Based on your description, it sounds like you may be receiving fake alerts using the McAfee name.  
  
  Please see my email correspondence for more information. If you have any additional questions, or concerns, I can be reached at the contact details notated in my email. 
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************