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:08/04/2023

  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.

  Apparently McAfee sold us a premium package , I can find a charge of $ ****** dated 4/13/2022 Invoice MAC ******. We recently saw a charge on a bank statement 6/2/2023 for $149.99 . We called McAfee numerous times over the last several days they said to bad you have 60 days for a refund. Case *********** We apparently called day 61 , the first time. We never received an e-mail notifying us of renewal. We do not use the service, they said it is on an iphone6 and a desk top we no longer have ! The number on the 1 st invoice was ************ , it is no longer in service , the number we have called is ************ , Im sure it is not in the US.

  Business Response

  Date: 08/14/2023

  Dear *******,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you by phone, but I was not able to reach you.

  
  Please feel free to contact me directly at ************; I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

  McAfee

• Initial Complaint

  Date:08/02/2023

  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.

  On January 3, 2023, I purchased McAfee Total Protection for a two year subscription, I paid *****. (per year)In July 2023, I received an email from McAfee informing me that I was to pay $1***** for services I never requested. The money was already taken from my bank account. I contacted the customer service by email explaining that this was a mistake and that I never authorized the charge. As of today, I have received no response.In the past, I attempted to contact McAfee but I have never received either support or replies from them.I protest this charge and the lack of customer support. I was hoping to resolve the problem without having to inform my bank but I see that , if I don't take action, McAfee will not respond.Terrible customer service!

  Business Response

  Date: 08/10/2023

  Dear **********************,
  My name is **************************  I am on the Executive Customer Assistance Team at **********************.
  I am sorry that I was not able to reach you by phone to speak about your concerns. I cannot write about any account details publicly, but I have sent you an email regarding your account history.
  If you have any additional concerns regarding your McAfee account, please feel free to reply to my email. Thank you for contacting McAfee.
  Sincerely,
  *************************

• Initial Complaint

  Date:08/02/2023

  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.

  7-21-2023 Auto Renewed subscription without authorization. Trying to cancel and get refund of $164.61 - which is a ridiculous amount!Only way company will issue refund is to call, which I did, no answer, offers to call me back which never happens.I am wiping McAfee off my computer and buying another service. Did not want to auto-renew and cancelled that feature, but it keeps popping back up. Again today, cancelled auto-renew, but it is already reactivated. Such fraud! I will never to business with them again but it comes already loaded on new computers so makes it real easy to subscribe, Just want my money back!

  Business Response

  Date: 08/10/2023

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

  Customer Answer

  Date: 08/10/2023

   
  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:07/31/2023

  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 had a malware incident on my computer. In an attempt to remove the malware, I purchased a ******* subscription at a "teaser" rate. I did not know it to be a teaser rate at the time. What I have now come to learn is that the "teaser" rate locks you into a six year auto-renew policy that cannot be cancelled. Shortly after installing the software, it was so problematic to the running of my computer that I removed it and installed another program. I have tried to turn off the "auto-renew" feature, but I was just charged AGAIN for a product I haven't used in a year and a half. When I called, customer service was combative and misogynistic and just told me I didn't read the "fine print." Their business practices are insidious and predatory and prey on people who are in vulnerable situations looking for a solution. I would like a refund, but I'm not holding my breath. To see this business with an "A+" rating is nauseating.

  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, the refund of $162.36 associated with the account *********************** was successfully processed back to the PayPal account on August 5, 2023, after your contact with our support team. You should see those funds available to you within the next 5 business days, if you do not see the funds already.
  
  Please see my email correspondence for more information regarding the refund. 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, **********************

• Initial Complaint

  Date:07/31/2023

  Type:Billing 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 have been dealing unauthorized transactions from McAfee Company since 2022. Their customer service phone number is ************ In June 2022 - There was a $120 charge to my ********* Card and an authorization number of 1-114182891 was provided and a solid commitment to discontinue charging this card as virus protection is no longer needed. My Father is 78 years old, living in a nursing home with advanced stage *********** Disease, no computer/laptop (for obvious reasons). They did refund my account after I sent them my POA. They did however charge my account again in July of 2023.In July of 2023, they charged my account again for $179.95 so I contacted them for a second time to dispute the charge. I was on the phone for one hour and still no resolution. They refuse to send me anything in writing (it's all verbal). They provided another case number of #1-152668301 I did dispute this charge through **** ****** Card) in July and this is a work in progress.I believe I have a solid crimes against the elderly complaint I could file against this company, but going this route first.I am seeking a full refund of $179.95 PLUS proof they have permanently discontinued the virus protection service as they failed to follow through despite their commitment in 2022.

  Business Response

  Date: 08/10/2023

  Dear *****,

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

  I am happy that we were able to connect regarding the recent charge incurred to your father's credit card. I look forward to working with you to bring this issue to a close for you and your father. 

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 08/10/2023

   
  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 changed the credit card number this company has on file and have received a temporary credit from ********************* ***** will ensure this authorized "refund" is not disputed by his company and I will reach out to him directly if there are any concerns.   Thank you!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2023

  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.

  On 7/28 a hacker accessed my McAfee account and created a subscription without any involvement from me. Even though this was purchased online without my permission, McAfee would not allow me to cancel online. When I called McAfee's support line they did not answer in a reasonable time (I was on the phone with support for over 15 minutes without them being able to resolve the issue).I would like them to refund this fraudulent purchase and delete all information they have about me.

  Business Response

  Date: 08/09/2023

  Dear *******************,
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I tried to reach you, but was unable to make direct contact. I am not able to provide account information publicly, but I have sent an email directly to your provided email with details related to the subscription.
  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 7am to 4pm 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:07/27/2023

  Type:Delivery 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 received an email from McAfee tgat I had been charged/payment for McAfee Services Protection renewal after a 15 day trial period. I never signed up for this..I called the number on the email, the man hung up on me. I do not want this nor did I order it.please help mecwith thus. They had my invoice number as INVOICE3. The phone number on the email is 888-979-5690x

  Business Response

  Date: 08/03/2023

  Dear ***,

  
  McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. As discussed, we do not have an account associated with your contact details in our records.

  It is unfortunately common for bad actors to pose as trusted, widely used brands, such as McAfee, to perpetrate any number of fraudulent activities. Thank you for bringing this to our attention. 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. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *******************************.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/26/2023

  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 am in my 90s and have limited computer knowledge. I thought I needed a McAfee subscription to protect my computer, but I didn't really understand the account details or the subscription renewal details.Recently a friend helped me look at my account and we found that for the last 2 years I have had 3 overlapping subscriptions and have been charged multiple renewal fees for products that I didn't need or use, for a total of almost $450 in extra charges. I asked customer service for refunds on these unused products but they refused. This is not fair since there was no notification that I had multiple duplicate products and didn't need to renew more than one of them. I did receive renewal emails, but they were unclear and I did not understand them. They said nothing about the duplicate products.I would like refunds for the following duplicate, unused product invoices:Total Protection CS2834210770 8/21/22 8/20/23 $44.99 Total Protection CS2832581130 8/20/21 8/20/22 $44.99 Advanced Individual CS3268837114 5/07/23 6/06/24 $199.99 Advanced Individual CS3018154171 5/07/22 6/06/23 $159.99 total refund requested = $449.96 I would like to keep only this product, which I believe is paid up through 6/23/24:LiveSafe CS3045189514 6/23/22 6/23/24 $109.99 My McAfee account email address is ****************

  Business Response

  Date: 08/07/2023

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

  
  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.
  

  Sincerely,
  

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

  Customer Answer

  Date: 08/10/2023

   
  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.  Thank you to the BBB and Kandi at McAfee for your help.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/18/2023

  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.

  On or around Jun 4th of 2023 I was charged for a plan for this company. When I called their service line they were no help so I disrupted with my ************* On July 16th I receive a letter from my card company with documentation from this company saying the plan was under my name. In the paperwork sent to me the name of the user is *******************. That is not my name nor a name attached to / authorized to make a charge. The amount is for $159.36. Please refund this charge.

  Business Response

  Date: 07/28/2023

  Dear *****,

  
  My name is *************************; I am a supervisor 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 by phone, but I was not able to reach you. 

  
  Please feel free to contact me directly at ************.I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US).  I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

  
  *************************************
  Executive Customer Assistance Team
  **********************
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20335923
  
  I am rejecting this response because: I have reached back out to this person with no response. Still waiting for a refund their service team and email said was coming but my back has no refund to process
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/04/2023

  Dear *****,

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

  Per our conversation, our attempt to process your refund back to your payment instrument was stopped by MasterCard, due to their policies regarding refunds for recent chargeback transactions. In lieu of waiting for their 45-day grace ****** to expire, we are providing a check refund to the address you provided in your complaint. As noted, most customers receive their refunds within 2-3 weeks; I will be sure to inform you by email of the date that your check is mailed to your address. We sincerely apologize for any inconvenience.

  Regards,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/14/2023

  Type:Billing 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 2/6/2023, Mcafee charged and w/d . $148.74 from our bank acct. . Which when we saw the charge on our statement, we went to our bank & reported as a fraud & at that time our bank credited the money back in our acct. I did call ********************** and they told me it was a renewal service which we never agreed to or received any type of notice.*3/20/2023 we received another charge of the same amount $148.74,, listed as claim reversal, apparently Mcafee stated that we do have an acct and charge was valid. However I do not have an acct at all with them.We called Mcafee reported to there fraud ***** was issued a case & was told thev would call me back, but no one did. #*********** *5/6/2023- called them re: the refund, the representative took down my case # & told me someone would call me within a few days. No one called.5226/2023- called Mcafee about my refund, someone was supposed to call back but no one did.*6/8/2023- Called Mcafee again, this time I was told that the case # they gave me on 5/6/2023 was not in their system, it didnt exist. So the rep set up a new case, which is case #1-145833761 & took down all the information, told me a supervisor would call me,but no one ever did.*6/12/2023- called Mcafee with new case number & was told by the rep that my case was in stage 3 ( back end department), they are the ones that review and issue refunds. I asked to speak to them but was told they dont take calls, so I left a message and was told someone would call but no one did,*6/27/2023-called again, I ask to speak for a supervisor but no one was available, so they were supposed to call me but never did.7/11/2023Called Mcafee, was told its still in Stage 3, back end depart. . this has been going on since 2/6/2023, I just want my refund. I asked for supervisor, but the rep told me due to how long the case is open,he put my case on high priority for call back, & supervisor was to call in 1 hr. But no one called..I just want my refund, I do not have acct w/them. ***

  Business Response

  Date: 07/24/2023

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

  Customer Answer

  Date: 07/25/2023

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