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:07/12/2023

  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 July 4 2023. I called in to McAfee computer virus protection @ 9:50am. I spoke to a customer service rep regarding my account/ I noticed that McAfee was submitting fraudulent charges to my credit card that was unauthorized.I explained to the rep that I never signed up for any auto payment. I also explained to the rep that the current email address on file that they have that I know longer have access to it which was *********************** So the rep changed it to ******************* and reassured me that my account would be closed.Soon after I logged in using my updated email address to verify that the account was closed and auto pay was taken off and it said that it was at the time.Now today again my credit card was charged ****** pending when again I never authorized this charge and this account is supposed to be closed.*** tired of these business taking advantage of customers. I then called my bank to report this charge as fraudulent. I told the McAfee rep that I wanted confirmation no# so he gave me 1-150-903-131 as a confirmation no# that my account was closed and that I wanted my money returned to me. The rep explained that they havent received the payment as of yet that once they do that he would return my funds. If this fraudulent transaction keeps occurring I will be forced to file a consumer complaint with the State *********************** and or contact my attorney because Ive called in serveral times to have this one account closed and they keep opening the account and charging my credit card.

  Business Response

  Date: 07/25/2023

  Dear ***************,
  
  My name is ************************** I am on the Executive Customer Assistance Team at **********************.
  
  After an internal review of our records, we were able to locate a McAfee account associated with your email on file, however; there are no subscriptions associated with that account. If you could provide more details, we will gladly further assist her in resolving this matter.
  
  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:07/10/2023

  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.

  McAfee charged me $119.99 on July 5, 2023 (Invoice CS3304265412) a for a service I didn't order and didn't want. I want to be refunded in full and permanently removed from any automatic billing or other billing or charges.

  Business Response

  Date: 07/11/2023

  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: 07/12/2023

   
  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:07/10/2023

  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 a McAfee customer since 2013. In 2020 I started auto-renewal. Today, July 9/23 I tried to cancel my subscription and was told that I can't do that. Apparently because I am on auto renewal I am tied in for 5 years !? I was never told this. When I asked for proof I was told that it's in a 20 page document of terms and conditions, which I have never received. The assistant I spoke with at McAfee declined to send it to me. I was informed that I would have to pay $180 USD (I am in ******), to cover fees until July ****. This has been charged to my visa.I am a senior and am really outraged by this situation. I would like the fees refunded and my subscription terminated.I am a senior and very upset by this situation.

  Business Response

  Date: 07/12/2023

  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: 07/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/10/2023

  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 tried to purchase a antivirus and VPN on line. They requested that I e-transfer $239 & $96 which I did. They could not download anything on my tablet after one hour and a half. I told to cancel and return my money. I received $57 back, they still owe me $278.I have tried numerous times to get it back but they are cooperative. I went on their ******** page and saw others complaining about payments. Its disappointing that they would scam a pensioner.

  Business Response

  Date: 07/19/2023

  Dear ****,

  This is ************************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint.

  Per our conversation, your purchase of our software was made through an unaffiliated third party, who held themselves out as McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee to perpetrate any number of fraudulent activities. As mentioned, McAfee does not allow our North American customers in ****** and ***************** to make purchases via electronic transfers. We strongly advise that you contact your financial institution regarding the amounts transferred to this third party, and report them as fraud. 

  We sincerely apologize for any inconvenience or frustration this circumstance may have caused you.

  Kind Regards,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 07/19/2023

   
  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:07/07/2023

  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 auto charged me ****** for another year subscription , although my current subscription has not ended yet, on the McAfee website it states that I van request a refund within 60 days for an auto renewal. I called customer service to request a refund and stop the service, customer service offered to only refund half the amount saying I already used something their service even though my subscription that I paid the year prior has not ended and I have not used their software for a long time thus the reason I don't want the service. After ******* refuse to give me a full refund I asked to speak with a supervisor, she stated that someone would call me back within 48 hours , it is 4 days later and no one has called. The credit card information they has on file had expired but someone they still were able to charged me.

  Business Response

  Date: 07/12/2023

  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 issue. I have tried to contact you, but I was not able to reach you.
  
  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 that your card provider offers a payment updater service for reoccurring charges. They are able to supplement charge information should the payment method on file no longer be applicable.  Card information updates typically result from account closures, cards reported lost or stolen,expiration date changes, or product upgrades. Unfortunately, this information is provided by your credit card provider directly and the reasoning is not disclosed to McAfee. We do recommend speaking with your credit card provider directly for more information.
  
  That being said, the refund for the recent renewal is now in processing. 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:07/07/2023

  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.

  Date of transaction: 7/7/2023 Company: McAfee Amount of transaction: $125.99 Nature of dispute: I want to prefecit this claim that we dealt with multiple recurrent charges in 2022 from McAfee while we had an active subscription, resulting in weeks of disputing the charges with US Bank and going through incredible hoops to rectify the situation. This caused us to no longer use their services and receive a replacement debit card to avoid future charges.On 7/7/2023 McAfee made an unauthorized auto enrollment charge to our checking account, we do not have an active subscription with McAfee per reasoning above. We contacted McAfee and spoke to a representative (******************* #****** - Level 1 Support) who looked into the charge and claimed he could not find the transaction in their system (case #1-150-370821). First, we find it incredibly alarming that McAfee was able to charge our bank account despite having a new banking card issued to us once the previous charges were rectified. ***** asked for more banking information, which we denied giving him. He informed us to contact our bank to dispute the charge.We contacted US Bank to claim fraud on our account and to have the charge disputed. A block has been placed on McAfee from further making a charge to our account. However, the same "block" was placed on our account last year and yet McAfee was still able to make a charge. We now will be issued yet another replacement banking card.We are diligent in monitoring our accounts and fear for those who don't pay this close of attention. If McAfee is charging us in this manner and "claiming" they cannot locate the it on their end, they are doing it to others.

  Business Response

  Date: 07/17/2023

  Dear ******,

  
  My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your case and would like to get in touch with you regarding your BBB complaint. 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

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

• Initial Complaint

  Date:07/07/2023

  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 received an email with a charge of $548.48 for the automatic renewal services from McAfee Endpoint Protection Suite on July 5, 2023 from a personal email account ********************* I canceled the automatic renewal services in May 2022. I called the company ************** and explained to them that I canceled their services last year. They said that I have to cancel every year so they don't process my credit card. When I last paid in 2021, the service package that I had purchased was around $139.When I informed the company that I was going to report them to you, they told me to F*** O**. I ended the call there. I am not contacting you for resolution.

  Business Response

  Date: 07/11/2023

  Dear ******,
  
  My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. To confirm, the email you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point. Additionally, the phone number provided is not a McAfee phone number.
  

  Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************. Please see my email correspondence for more information.
  
  We apologize for any frustration or concern the phishing email may have caused you.
  Thank you,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:07/06/2023

  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.

  Requested a refund for subcription on June 23, 2023. The refund has not been issued. I spoke with 6 different people regarding this matter. One person gave me a reference# NCS3296651037 stating this number is attached to the refund. Called ********** to inquire about the refund no refund is on hold. As you can see from my bank statement the refund has not been issued. I was waiting for the time frame for the refund, but it has been 13 days the refund should have been sent.The refund should be issued to card ending ****.

  Business Response

  Date: 07/18/2023

  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.
  
  We received a bank confirmation that the refund of $125.36 has been received. The *** (Acquirer Reference Number) for this transaction is-74204293198001692115850.This type of reference number is shared between the merchant and financial institution.If you dont see the funds available in your account, please reach out to the refund or fraud department at your bank or financial institution with this *** to locate the refund.
  
  If you have any additional concerns regarding your McAfee account,please feel free to reply to my email correspondence, or call me directly at the number provided in my email.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team, **********************

• Initial Complaint

  Date:07/06/2023

  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 contacted Mcafee on June 29th to cancel my subscription payment of $149.99. I spoke with a representative and he advised me they could renew my subscription for a cheaper rate. I was advised in order to renew the subscription, I'd have to pay the new subscription price and be refunded the original subscription amount. I paid $45.99 for a new subscription and when the representative attempted to refunded the $149.99 he said he ran into an error. He promised to call me back in 24hrs with an update. He never called me back, but I called Mcafee. The 2nd representative advised me it would take a few days for the refund to post. It's now a week later and I've called a 3rd time today. Each representative hasn't given me a definite answer to when my $149.99 will be returned to me. I feel like they're giving me the run around and I'd simply like my payment refunded. I'm attaching images that'll show the original subscription & the cheaper subscription that have both been paid for, yet I haven't received any refund.

  Business Response

  Date: 07/14/2023

  Dear Omega,

  This is ************************* again, with McAfee.

  Thank you for speaking with me regarding your complaint. As mentioned, we will take additional action regarding the agent you interacted with during your initial support call on June 29, and apologize for the experience, as it did not uphold our support values.

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

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:07/06/2023

  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 paid for a service on 3/24/2023and our agreement was for this service paid to expired 3/24/2024. When I called McAffe customer representative told me that my service was only good until June and it had changed without my knowledge. **************** representative then proceeded to sell me the current product and told me my service could be extended if I spend another $180 dollars for 3 years service. I told him I paid for a year and I need it to either get the rest of my service or get my money back, and he told me he could not refund a single cent due to change in service that I did not agreed or the company had changed. I think this is a really bad business practice and I believe as a customer I should have either refunded my money back as I requested for a product I purchased and I did not received the service I paid for it originally. A warning flag should come up for this business for consumers of their product in changing tactics and selling product. If they did this to me, their business practice is being used on other customers.My email account with them is the same in this report.

  Business Response

  Date: 07/17/2023

  Dear *****,

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

  Thank you for submitting your complaint regarding your McAfee subscription and account. I will be reaching out to you directly to discuss the details of your complaint, and hopefully provide some clarity on the matter. I look forward to assisting you soon.

  Sincerely,

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

  Executive Customer Assistance Team

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