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Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 648 total complaints in the last 3 years.
  • 124 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/05/2023

    Type:Billing Issues
    Status:
    Answered
    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 trying to cancel a subscription I haven't used in a few years and they are trying to charge a $200+ fee to do so.

    Business Response

    Date: 07/18/2023

    Dear *****,


    This is ************************* again, with McAfees Executive Customer Assistance Team.

    Per our conversation today, there is no active McAfee subscription associated with your email address. As mentioned, the only subscription listed on your account was a trial subscription that expired on February 16, 2017. 

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

    Sincerely,

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

    Executive Customer Assistance Team

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


  • Initial Complaint

    Date:07/03/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    True Key by McAfee Order #: CS3089922306 for 2022. I do not have order numbers for 2020/2021 Dates my card was charged.8 25 2022 8 25 2021 8 25 2020 The business has given me the run around.The nature of the dipsute is they won't refund or cancel my account. I want it shut down.The company has given me the runaround about resolving this.I would like a refund of $59.97($19.99 x 3 years). I am sick of trying to cancel and get a refund. i attempt yearly to cancel this service. Their customer service makes it super hard to get what I need. The refund can be sent to my card, or a mailed check/money order is fine.After that I just want my account closed.That's all I want.

    Business Response

    Date: 07/14/2023

    Dear *******,

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

    Per our conversation, we have provided your requested resolution to your complaint. If you have any additional questions or concerns, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:06/30/2023

    Type:Billing Issues
    Status:
    Resolved
    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 June 29, 2023 I noticed my credit score dropped from 800s to 600s. I ran a credit report and noticed this was due to a charge on a closed business card which I no longer work for or have access to. I called Mcafee- they said it no longer is on auto renewal, but they cant credit my card because its been longer than 60 days. I told them I resigned and closed all accounts, credit cards and renewals on November 17, 2022 and no longer have access to anything including the closed charge in which I didnt know now has past due and interest charges. First representative couldnt do anything except remove card from account. I asked to talk to supervisor- he stated unable to receive a refund to card because its longer than 60 days. I again stated I only found out yesterday because I saw my credit score had dropped and investigated. He then looked and said yes the device hasnt been used since October 2022; which yet again backs my story that I resigned from that company and my last transaction of any kind should have been November 17, 2022. I am beyond devastated and all I want are those charges reversed which will also reverse past due charges and interest on a closed credit card which I no longer have access to, but it is ruining my personal credit score for a charge for a business which wasnt authorized.

    Business Response

    Date: 07/10/2023

    Dear ********************, 
    My name is ****************************  I am on the Executive Customer Assistance Team at **********************. Thank you for continuing to work with me for the refund associated with the preauthorized auto-renewal. If you have any questions or concerns, please reply to our email correspondence.


    Thank you,
    ***************************
    Executive Customer Assistance ***************************

    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:06/26/2023

    Type:Billing Issues
    Status:
    Answered
    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 was billed for the amount of ***** for viruses protection on a computer that is not in service for over a year.

    Business Response

    Date: 07/06/2023

    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.

    We are unable to locate any recent charges associated with the contact details provided. 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

  • Initial Complaint

    Date:06/26/2023

    Type:Billing Issues
    Status:
    Answered
    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 June 24, 2023, I received email notification ******************* of a $49.99 receipt from McAfee for an annual subscription. Receipt also included this number: CS3297891771 and says auto-renew on. I never intentionally ************* renewal. I do not want auto renewal. I am requesting a refund of $49.99.

    Business Response

    Date: 06/29/2023

    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.  

    Your subscription was renewed as a result of enrollment in McAfee's auto-renewal program. The feature is enabled from purchase but can be disabled at any time from within your McAfee account. You can find the FAQs related to this program on our website, **************************************************************************************************************;

    Since the refund request was made within the refund time frame of 60 days for this type of charge, I have initiated a refund and provided the details by email. 

    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:06/26/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    June 21, 2023 target bill account # ******************* account identification #*********** ********************************* ***** mcAfee charge on May 2, 2023 ************** McAfee Reference # ********* **** spoke to me/Dru and assured me/Dru that the credit would only take 2 to 3 days to apply to my Target card. Regarding the auto renew from McAfee that I/Dru have canceled now 3 years in a row. As of today 6-21-2023 I have not received my refund for the auto renew for the service I have canceled three years in a row.I have canceled this charge from McAfee last May 2022 and McAfee is too stupid to understand that and same auto renew that was also canceled in May of 2022, and in May of 2021 but McAfee is too stupid to understand what canceled means and auto renewed the same charge of ***** on May 2, 2023. Which also was canceled and reference number to this problem is : *********. I have done the instructions now 3 years in a row and McAfee is too stupid to understand that I do not need or want the McAfee Service . I have called several times and get more threats or lies from McAfee The people are very nasty to me when I explain I am canceling this again for the third time. Ive called McAfee several times for now 3 years to stop auto -renewing the Service. Now I am getting threatening emails from McAfee telling me I need this service I DO NOT NEED THIS SERVICE!!!!!This is MY THIRD REQUEST to stop the McAfee auto renewal for a service I do not need!

    Business Response

    Date: 07/03/2023

    Dear ***,
    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. Customers can stop the renewal after purchase by logging into their accounts or contacting our support team. At this time, the auto-renewal feature is turned off on this account, and we have removed the billing information from the account as well.

    That being said, we received a bank confirmation that the refund of $99.99 was received on May 25, 2023, to an account, or card ending in ****. 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 your bank or financial institution with this ARN to locate the refund.

    Sincerely,
    ***************************
    Executive Customer Assistance Team

  • Initial Complaint

    Date:06/22/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Now they are charging me $69.99 below is what noted when I first joined McAfee on July 6,2022 Ref#********* 11/15/22 ************************************* - McAfee LLC ************************************************** ************************************************** GOEkim@39McA early plan $39.99 *********************** 2 Yr plan $37./year pay $74.99 for 2 yr McAfee+ Premium - Individual Unlimited$49.99 Starts : Wednesday, July 6, 2022 Expires : Thursday, July 6, 2023

    Business Response

    Date: 06/28/2023

    Dear *******,


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


    Per our conversation, I have sent a purchase link to your email address to assist you with renewing your McAfee subscription for $49.99. As noted, our system declined the **** on file, and a new payment instrument will need to be added to your McAfee account. You can access your account details by logging into your McAfee account at ***************************************. Once you have updated your payment details, please use the link provided to renew your subscription. 


    If you have any additional questions or concerns, please feel free to reply to the email sent to you following our call.


    Sincerely,

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

  • Initial Complaint

    Date:06/20/2023

    Type:Billing Issues
    Status:
    Resolved
    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 on March 28 informing me that McAfee has taken $164.24 from my PayPal account and confirming my renewal. I did not request their service so I called them on 3/29 and requested a cancellation and refund. I was told it would be completed and money returned in 5 days but I am still without my money. I have called numerous times and I keep getting told they have 2 different emails for me so they have to investigate. I believe almost 3 months is excessive and would like this resolved.

    Business Response

    Date: 06/28/2023

    Dear *******,


    This is ************************* again, with McAfees Executive Customer Assistance Team.


    Per our conversation, we have issued a refund for the renewal of your McAfee Total Protection subscription back to your PayPal account on June 27. Again, I sincerely apologize for the poor support experience you have endured, and have flagged your previous interactions for supervisory review, as they did not uphold our support values. 

                                        
    If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to this message or call me directly at the number listed below in my signature.


    Thank you for contacting McAfee.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 06/28/2023

     
    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:06/20/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    There is fraudulent activity from Mcafee charging my PayPal account without my knowledge or my consent!! Both Mcafee and PayPal are taking part in this fraud!!! I DO NOT HAVE ANY SERVICE WITH MCAFEE AT ALL!!! I AM NOT USING ANY OF THEIR SERVICES!!! I tried contacting ************************************* regarding the charges and I dont get any reply! Then PayPal refuses to refund me when I complain of the unauthorized charges !!!I made NO such transaction and the following was done without my knowledge!!! THIS WAS UNAUTHORIZED TRANSACTION WITH MY PAYPAL ACCOUNT AND I NEED TO REPORT THIS FRAUD ASAP!!!Case ********************* Seller info:McAfee LLC ************ ************************************* Date reported:June 4, 2023 Invoice ***************

    Business Response

    Date: 06/28/2023

    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 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.


    Thank you for contacting McAfee.


    Sincerely,


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


    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:06/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Renewed a subscription with McAfee for 3 devices. It will not work in either. My wife and I have spent hours with support and it still does not work.We want our money back

    Business Response

    Date: 06/21/2023

    Dear *******,

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

    Thank you for speaking with me today regarding your complaint. As discussed, we have fulfilled your desired resolution regarding the matter. 

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

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 06/22/2023

     
    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,

    ******* & ***************************

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