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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:06/01/2023

    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.
    Last night I found that our computers were given a second subscription under my same account instead of the already present subscription automatically stealing one hundred dollars from my bank from the card on file, without my permission, even though I already had an active subscription. There is also no way to change between these subscriptions through the ** program. This was setup to steal subscriptions in what I think is a form of fraud.

    Business Response

    Date: 06/16/2023

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

    My name is **************************  I am on the Executive Customer Assistance Team at **********************. I have been unable to reach you regarding your concerns. If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).

    If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:06/01/2023

    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 had told them I do not want an auto renewal. Then they proceeded to tell me that my computer and devices are no longer protected (because I would not authorize them to use my credit card without my approval. It said that if cancelled a full refund would be issued. This did not happen. They removed, unauthorized ****** from my ***** Also they said they would charge ****** and charged my credit card ****** I asked them to remove the auto renewal, as requested when I originally purchased the security protection. They are supposed to be a virus protection company and they are acting like the virus.

    Business Response

    Date: 06/05/2023

    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.  

    As mentioned in our email correspondence, I believe you may have inadvertently contacted a 3rd party support not associated with McAfee, as we are unable to locate any support contact records prior to this complaint. We have received a bank confirmation for the refund for the preauthorized auto-renewal, and I have provided that confirmation number to you 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 in the office Monday-Friday, from 7am to 4pm Central Time (**). If you would prefer to communicate by email, you may respond to our email correspondence.

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

  • Initial Complaint

    Date:06/01/2023

    Type:Service or Repair 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.
    Renewed McAfee Protection on 15 May 23 (Receipt)McAfee Ended Protection on 31 May 23 (attached)Service paid for and NOT rendered.

    Business Response

    Date: 06/09/2023

    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. 
    As mentioned on our call, it appears your subscription is not fully installed on your device, causing you to receive those expiry alerts. If you need assistance outside the installation instructions provided by email, please let me know, and we can have a senior tech support agent reach out to assist.  

    If you have any additional concerns 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 (**). If you would prefer to communicate by email, you may respond to our email correspondence.

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

  • Initial Complaint

    Date:05/31/2023

    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.
    McAfee without authorization or consent somehow access a business checking account of mine and charged $97.82. I recently purchased a new computer from ****** utilizing my ****** Citibank Visa. This laptop came with a free version of McAfee which I never opened, installed, or agreed to. I hate McAfee products and quit using them over a year ago. It is very concerning that McAfee was somehow able to data mine my phone or pc and gain access to an account and set up automatic reoccurring billing. The payment method for the ** was completely different and separate from the account ********************** hacked. Demand a refund and McAfee should be subject to a bigger investigation into its practices.

    Business Response

    Date: 06/02/2023

    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: 06/06/2023

     
    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:05/24/2023

    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.
    Mcafee changes my account to auto renewal on their own every year(without my permission) and charges my credit card, then I have to call and spend a half hour on the phone trying to explain to someone who cant understand English that I want the payment refunded. Usually I get through to the operator and the charge is refunded, then I go into my account and undo the auto renewal setting. Same thing happened today, I see that my credit card was charged $158.99 for Mcafee's service that I no longer wanted...I called the service # and explained the the lady that I wanted the charge refunded and that I no longer wanted Mcafee's service...She would not refund the charge and insisted that I need the service, after arguing with her for 15 minutes, I asked for her name so I could reference who I talked to...she said her name was Miss ***...I then asked for her last name, she responded "I don't have a last name"...when she then refused to refund the charge, I told her that I would be contacting my credit card to have a dispute of the charge filed and that I would be filing a BBB complaint This practice of going into customers account and changing their subscription to Auto renewal is or should be illegal.Also, the credit card they have on fine has been expired for years, I guess they have a deal with credit card companies to forward the customers new card info to them....this practice should be illegal. I'm sure they do this to hundreds of thousands of customers each year with a large portion of them never knowing about it

    Business Response

    Date: 06/05/2023

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

  • Initial Complaint

    Date:05/22/2023

    Type:Product 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 Monday 5/23/2022 McAfee charged me $138 on invoice confirmation CS3027538779. I disputed this charge and they were to refund that money to my bank. They said they kept trying to refund the money. My bank told me over and over that they had not and there was nothing blocking them. On this same day, 5/23/2022, I paid $69.38 on invoice confirmation CS3027633169 from another bank account in order to continue service while they refunded the money to my first account. I called multiple times over the past year. They opened multiple tickets, said a supervisor would call back multiple times. THEY HAVE NEVER REACHED BACK OUT. They have been sending me emails this week telling me subscription will be expiring. I called to ask why they could not credit the $138 that they refuse to send back to me toward next year's subscription. They said it's to late for me to get a refund, they opened up ticket **********, and as always, said a supervisor would call me back. I want either my $138 back, or a subscription thru May ****. I will never do business with them again. They have too many competitors to have treated me so harshly. Please help me.

    Business Response

    Date: 05/24/2023

    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. 

    As mentioned during our call, due to the chargeback dispute associated with the charge, we are not able to process the refund back manually, so we will be sending that refund back to you by way of check. I will be following up with you again to ensure you have received the check.

    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 (**). If you would prefer to communicate by email, you may respond to our email correspondence.

    Thank you for contacting McAfee.


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

    Customer Answer

    Date: 05/24/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:05/22/2023

    Type:Customer Service 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 had to install Acrobat reader on my computer for my healthcare insurance and providers.McAfee installed without my permission their security apps on my hard drive witout my knowledge and permission.Now I can't remove it!

    Business Response

    Date: 06/01/2023

    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 (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:05/22/2023

    Type:Service or Repair 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 had an auto renewal of a McAfee subscription on 11/1/22. I didn't like the ****** price tag, so called and requested a refund, One or two days later, I got nervous about not having virus protection, so I asked to renew after all. i was told I was renewed. But I have been receiving a lot of McAfee pop *** lately, saying I'm unprotected and should sign up. I got suspicious and went back to my Paypal records, and found there was a renewal, no initial refund, and no subsequent re-renewal. I phoned McAfee and found out I have no virus or malware protection from them, and the account is in now in non auto-renewal mode. On top of that, the customer service agent said he couldn't find any record of the transaction, and that it was probably all a scam and basically, tough luck. That was completely unacceptable to me. I gave him further information and suddenly he was able to find the transaction. However, "since the account is inactive and this all happened last year, I have no way to issue you a refund." I asked for a supervisor and was told by the csa that a service ticket was created, and a supervisor would be contacting me in a day or two. I no longer trust that that's going to happen, but the service ticket number is 1-145197591. At this point, i feel like McAfee is a scam and I wouldn't accept free service if they offered it. I want a refund. I feel concerned I ever gave them my information. They don't seem legitimate and give the industry a bad name.

    Business Response

    Date: 06/01/2023

    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 (**). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.


    Thank you for contacting McAfee.


    Sincerely,

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

    Executive Customer Assistance Team

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

  • Initial Complaint

    Date:05/15/2023

    Type:Product 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.
    Date of transaction:5/13/23 Amount:$29.99 Renewal date:6/12/23 Recurring annual subscription on old pc. Replaced pc, purchased separate 3 yr McAfee. Called McAfee to cancel and get refund. Refused more than once. Agent tried to tell me I had to merge my old subscription into new one and still pay the $29.99. Requested cancellation 5 times and refused. Renewal date is 6/12/23 Ive been a loyal customer for decades and this is not acceptable. Bad practices. The renewal email even states refund within 60 days. See pics. Very stressful and taking over an hour of my time. Request full refund.

    Business Response

    Date: 05/19/2023

    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 in the office Monday-Friday, from 7am to 4pm Central Time (**). If you would prefer to communicate by email, you may respond to our email correspondence.

    Thank you for contacting McAfee.
    Sincerely,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 05/19/2023

     
    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:05/02/2023

    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.
    Billing on elderly mom checking account auto renewal for software protection on lap top. I cannot get them to cancel her subscription and refund her account, I do not have access to her email to cancel that way. They say her email is incorrect, but it is her email address on her laptop.Account is my moms, *************************, she is 95 years old with dementia,Im her daughter and POA,*************************, She is in memory care center.She has not used laptop for 3 years

    Business Response

    Date: 05/09/2023

    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 7am to 4pm Central Time (**). If you would prefer to communicate by email, you may reach me at ****************************************.

    Thank you for contacting McAfee.

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

    Customer Answer

    Date: 05/11/2023

     
    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,

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

McAfee, LLC is NOT a BBB Accredited Business.

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