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:06/13/2023

  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.

  Woke up this morning to see I had a charge from mcafee on my chase bank card for $162.89. I never authorized them to take any money from me. Nor did I sign up for their services. I called them to ask why I have this charge and they stated I have a 5 year contract with them for a computer i bought in 2020, which I never personally signed up for. I'm assuming my 9 year old clicked something she wasn't supposed to on the computer. They said I set this contract a year ago, I did not. I explained this to them, they said they would cancel the contract and issue my money back, but that they would be charging my card $280.00 as a "technician fee". He said he was processing it, and there was nothing I could do about it. I told him I mever agreed to any of this, and I just want whatever the subscription was to be stopped as I don't have it, nor do I see it on any of my devices. He told me he didn't care and now would be charging me the $162.89 and $$280.00 for arguing with him and that it's "too bad". I attempted many time to tell him I never agreed or signed up for it and don't want the service, but he argued with me and said there is nothing I can do, that he will be charging everything to my card. I hung up and called my bank and had them dispute the charges, and cancel that card. I don't know what to do, he said I'm set in a 5 year contract I never agreed to. As of now I'm out $162.89 and am afraid they will somehow charge me the $280.00. I am careful and monitor every subscription I have (I am a small buisness owner) and thus is not something I signed up for.

  Business Response

  Date: 06/22/2023

  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 tried to contact you, but I was not able to reach you.
  
  We are unable to locate a McAfee account associated with the contact information 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

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20179522
  
  I am rejecting this response because:

  This is not true. There is an account associated with my email, name, ect, everything I have provided them with. They seem to be giving the run around with this, and are not being truthful. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/22/2023

  Hello **************,
  Apologies for any confusion, thats why we tried to connect with you for clarification. We were unable to locate an account with the contact details provided to the Better Business Bureau. We have however located a different account associated with the order number provided in your screenshot.
  
  Please see my email correspondence for more information regarding your refund. 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:06/13/2023

  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.

  In short, McAfee is charging me money for antivirus software and not providing it. I made multiple (at least 4 attempts) to resolve the billing discrepancy. After various charges and deductions, I have paid $69.12 and they are not providing me with an anti-virus subscription. They are functionally stealing my money. I have patiently tried to resolve this over the last month, and wasted much of my time. They owe me $69.12 and money for my time and energy. In the attachments you can see 1) that after charges and refunds, I have paid $69.12 and 2) they are not giving me an active subscription. I have probably spent over 5 hours attempting to adjudicate this issue that I could have been working. I should be compensated for the time and energy expended in addition to the refund. I also hope that other consumers will be warned to avoid McAfee.

  Business Response

  Date: 06/21/2023

  Dear Mr. *************,
  
  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: 06/22/2023

   
  Complaint: 20179253
  
  I am rejecting this response because Mcafee has issued a partial, but not a complete refund for the charges they made against my account without providing a subscription. 
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 07/07/2023

  Dear ******************************, 
  My name is ****************************  I am on the Executive Customer Assistance Team at **********************.

  
  I have reviewed your account history, and I see that all paid subscriptions have been refunded. If you are unable to locate the refunds in your account, we recommend reaching out to your bank for confirmation.

  
  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).

  
  Thank you for contacting McAfee.

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

• Initial Complaint

  Date:06/13/2023

  Type:Order 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 the spring of this year I called McAfee to cancel my computer virus protection program because the amount of the service was high. The lady with whom I spoke offered me a discounted price to continue my service. At no time did she tell me that I was entering into a contract or the length of any contract. I called today, June 13, 2023, at 8:32 to cancel the service and was informed that I had agreed to a 5-year contract when I spoke to a representative previously. I was not informed about a contract of any kind/terms/length/cost. I now wish for the contract about which I knew nothing to be canceled and they have offered to do so for a fee of $180+. They are collecting their fee directly from my bank since the credit card I originally used has expired so I have no recourse. They intend to keep collecting their fee for 4 more years.

  Business Response

  Date: 06/22/2023

  Hello ********************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. Thank you for working with me regarding your concerns, and for confirming that the person you spoke with was a third party support, not affiliated with McAfee.
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may respond to our email correspondence.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:06/12/2023

  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.

  Time of purchase: Jan. 28/2023 Amount: $52.46 Product: McAfee LifeScan antivirus protection with VPN for three devices, for one year.Problem: VPN never worked reliably. Stopped working on two devices completely on 06/10/23 **************** representative (Mr. ********************************** likely not a real name, contacted on 6/11/23. 530 pm) said that the service is only for one device and does not include VPN for three computers.Conclusion: False advertisement.Resolution: refund or continuation of the service as advertised at tne time of purchase

  Business Response

  Date: 06/23/2023

  Dear ***,

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

  We are aware of the issue detailed in your complaint, and our engineers are working diligently to resolve the matter. Once a resolution has been found, it will be released to customers through a software update. We sincerely apologize for any inconvenience, and thank you for your continued patience.

  Kind Regards,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20172393
  
  Dear *****,

  thank you for your response.

  While I understand that the company's service is experiencing some technical problems, your response contradicts with that of the McAfee's customer service rep who mentioned that I am not entitled to the services I listed in my original complaint and requested to pay substantially higher amounts as well as multi-year extension of the contract.

  My only requirement is that the services I paid for work properly. If the company is not able to provide them for some reason, I am respectfully asking to refund the fee and terminate the service.

  Thank you for understanding.

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

  Business Response

  Date: 06/28/2023

  Dear ***,

  Thank you for your response.

  At this time, we have issued a refund for your purchase of McAfee LiveSafe, back to your payment instrument on file. We sincerely apologize for any inconvenience you have endured due to the technical issue. You should expect to see your funds returned within 5 business days. 

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

  Kind Regards,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:06/12/2023

  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.

  I logged into my account to delete my information, however I found there was no option to do so. This is a reasonable expectation that I should be able to elect to delete my account on my own. However, I took the effort to contact McAfee via chat, phone, and email to remove my account. Chat indicated I needed to call. I called, spent 20 minutes on the phone, and was told it was not possible to delete my account but they offered to delete my subscription. My subscription has been cancelled for at least six months, probably a year--why that would be offered as a solution is incomprehensible. After this long phone call, I've indicated twice in writing via in email follow-*** that my request is to delete my account. The recourse to these email requests is that I should call in. Considering calling did not resolve my issue, I have no desire to spend another 20 minutes to however long on the phone again, to likely be told again they cannot delete my account. I simply want my account deleted. The run around for a simple and reasonable request is absolutely unacceptable.

  Business Response

  Date: 06/23/2023

  Dear ******,

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

  Per your request, we have removed your McAfee account from our records. If you have any additional questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:06/12/2023

  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 cancelled my contract with McAfee on May 4, 2023 and I was due back $96.29. I have contacted the company several times about the monies and always got a we are working in it, or managemdnt is reviewing it, or you will get you monie shortly. However no refund. My case number with them is: 1-141101051 .

  Business Response

  Date: 06/30/2023

  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 see my email correspondence for more information regarding your refund, and the refund confirmation number provided by the financial institution. 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:06/08/2023

  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 $161.05 for renewal of my subscription. They first charged my *********** card. I called *********** and they immediately reversed the charge. McAfee then charged my Mastercard on the same date that *********** reversed the charge. I do not know where they got the Mastercard information. I have been dealing with this since Feb. 2023. I have gotten absolutely no co-operation from McAfee. Gotten different answers from 2 different CSR. I'm very frustrated and want this resolved.

  Business Response

  Date: 06/16/2023

  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 (**).
  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

  Customer Answer

  Date: 06/20/2023

   
  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:06/07/2023

  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.

  On 5/21/23 I received an email from McAfee Charging me for another year of service. My current year did not expire for another month. I had no intention of renewing. The next day I canceled my renewal option - that seems to be the only way to cancel your subscription. Mc Afee had already charged my credit card $160.11. I emailed them twice asking them to remove this charge but have not heard back and the charge still appears. All I want is my money back.

  Business Response

  Date: 06/16/2023

  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 at the phone number provided in your complaint. 

  
  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 sent to your inbox. I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:06/06/2023

  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 didn't sign up for an automatically renewal, but they keep charging my account over and over again for $ 149,99. I contacted the business but they said they are not charging me, but my bank keep receiving the withdrawal request over and over again.My bank cancelled my Debit Card and send me a new one, but they still get the new one and still running the payment.I told they the stop but nobody listened

  Business Response

  Date: 06/14/2023

  Dear ******************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I tried to contact you, but I was not able to reach you.
  
  Please see my email correspondence for more information regarding the cancellation of the preauthorized auto-renewal. 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:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased McAfee Anti Virus Plus a couple of years ago. My current subscription expires in November of ****. I needed to have VPN so I called McAfee to see about adding it to my subscription. First I spoke with a call center in ***** then I was transferred to a call center in ***************. The agent there told me that I could purchase a new subscription that has VPN included then call McAfee and have them merge my two subscriptions so I would not lose the 17 months I have remaining on my existing subscription. I asked him if I could purchase my new subscription from Best Buy and he told me I could. I purchased a new subscription this morning and loaded it onto my computer. I then called McAfee to get the remaining time I had on my old subscription to my new subscription. I was on the phone for close to an hour with their call center in *****. I was told that they couldn't help me. I was told that the rules for *************** were different than the rules for the call center in ***** and they couldn't follow through on what I was told by the call center in ***************. I would have to call the *********** in ***************. How does a company who provides service like this stay in business? I paid for their product. I just want them to provide the product that I paid for and was told I would receive after purchasing an additional subscription.

  Business Response

  Date: 06/07/2023

  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 (**).
  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

  Customer Answer

  Date: 06/07/2023

   
  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,
  
  ***********************