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:05/01/2023

  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.

  This as a complaint about McAfee McAfee ********************************************************************* CORPORATE Headquarters ************************************************************************************** The attached bill l for $419.00 was received from McAfee. No such purchase was made or renewed Numerous email messages were sent but They never respond, And therefore this complaint.***************************** ****************************************************************** ***************************** **** ************************************************************* attachments

  Business Response

  Date: 05/08/2023

  Dear Sir or Madam,
  

  I write in response to the complaint filed by ********************************* regarding what he believed to be a McAfee renewal email.
  

  The email attached to his complaint did not originate from McAfee, and we suspect they may have been crafted in a phishing attempt. The phone number included in the email is not official McAfee contact details. 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 *******************************************.
  

  We have received reports from McAfee customers and non-customers of phishing emails being sent to their email boxes using the McAfee name. We urge *******************  to not click any links included in those emails and to report them as spam/phishing per her email providers reporting process.
  

  Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling.
  

  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).
  
  Thank you for contacting McAfee.
  

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

  
  

  Customer Answer

  Date: 05/08/2023

   
  Better Business Bureau:
  
  Assuming I will nt be CHARGED,

  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:04/28/2023

  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.

  ** 2011 I signed up for McAfee Virus protection while living in apartments, in 2014 I canceled and bought a house. Today 4/28/23 nine years later I happened across an auto renewal notice from McAfee charging me double the price then when I originally signed up and then canceled. I called Customer support after trying to find a contact number for over ************************************************************************************************************* back the nine years of them charging me without my permission. she offered to give me a supervisor but then wanted all of mt personal info to transfer me. I did not want to give them any of my personal info as they have been illegally charging me. I was put on hold for 30 minutes, and told they would cancel and refund the latest charge and thats it. I want the entire 9 years or charges returned.

  Business Response

  Date: 05/05/2023

  Dear *****,

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

  
  Please feel free to contact me directly at ************.I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (**). 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:04/14/2023

  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 charged my PayPal account for $***** and $******, those transaction I have never approved . Also , I have seen charges only on my PayPal account , and I havent received any email from mcafee. I have disputed those charges via PayPal account , however ********************** never get back to PayPal ( didnt answer) , so the dispute was closed .I request full refund for service I have never approved to be purchased from my PayPal account .I request a full refund in amount of ***** and ******.

  Business Response

  Date: 04/21/2023

  Dear Ms. ********************* 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 were able to locate the preauthorized auto-renewals associated with a different email address, ************************* The refunds for the auto-renewal charges of  $97.19 and $161.99 are now in processing, and we have turned off the auto-renewal features associated with this account as well.
  
  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:04/13/2023

  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.

  My credit card was charged $129.99 by McAfee on 9/20/22. I contacted my credit card company to dispute the charge since I dont have an active subscription with McAfee. Id signed up for a 30 day free trial in 2019, but had canceled it. When the credit card company contacted McAfee about the charge, they refused to issue a refund. They stated that my subscription was active and needed to be cancelled through them in order to receive a refund. No refund was received. My online account confirms that I dont have any active subscriptions and the free trial ended in October 2019 and was never extended. McAfee did not do their due diligence in investigating my dispute and gave incorrect information in response to it. They processed a fraudulent charge on my credit card for services Ive never received and never authorized. They failed to delete my credit card information from their records upon cancellation of the original service and have committed theft by refusing to issue a refund. I want the charge to be refunded in full, my credit card information to be deleted from McAfees records, and a written statement from McAfee confirming this has been done.

  Business Response

  Date: 04/21/2023

  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 were able to locate the preauthorized auto-renewal associated with the email address ************************** The refund for the $129.99 is now in processing, and we have turned off the auto-renewal feature associated with this account.
  
  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: 04/24/2023

   
  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:04/11/2023

  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 can no longer, use the service. And would like a refund but they are rude I tried several times to get help. Because I wanted my tablet and phone covered through there service.so I asked them to unscribe my service and they still not I even told them not to even worry about refund. And they still harassment of not letting me out of subscription. I no longer want there service. They so rude and laugh about this. No customer should me put through this.i want out of this subscription. Please these business gives a hard time of letting out of subscription or refund that'd not right for them to do

  Business Response

  Date: 04/21/2023

  Dear ******************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. Thank you for speaking with me regarding your concerns.   
  
  As mentioned during our phone call, I believe you may have inadvertently contacted a 3rd party support not associated with McAfee. Our tech support team has tried to reach you regarding your session to assist with uninstalling the software, but they have not been able to reach you.
  
  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:04/07/2023

  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 charged my PayPal ****. $214.00 for 1 year of total protection without my permission. I have sent them 3 emails which have been ignored. They changed my annual payment to auto 3x's. They **** it out in February a month in advance. I would never pay that much money for this service. When there website says ***** for 2 years. I want a refund and don't want mcafee anymore.Thank you.

  Business Response

  Date: 04/14/2023

  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.
  
  Looking into the account associated with the email address provided, we see that a chargeback has been submitted for the preauthorized auto-renewal, so the funds have been returned to you at this time.
  
  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:04/06/2023

  Type:Customer Service 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 purchased protection for my computer through McAfee, LLC and was being charged monthly. I had an issue installing the protection on my computer and called them for help sometime in February, 2022 which did not solve the problem. On November 11, 2022 I purchased another McAfee, LLC plan since the one that I was paying for monthly wasn't working. On December 1, 2022 I called to cancel one of the programs. I was convinced to keep the new account and that the old account would be dissolved and I would no longer be charged monthly. I received an email that day explaining how to add the program to multiple devices with an email and/or phone number for support. I called that number today and was told that I cannot cancel the first account for which I was being billed monthly for because I had purchased it through Apple. I was given an invoice number but no contact information to "Apple" or any advice as to how to discontinue these monthly payments that I was assured would end on December 1, 2022.

  Business Response

  Date: 04/27/2023

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

• Initial Complaint

  Date:04/06/2023

  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.

  Yes. I received an automatic renewal through McAfee to my bank account at *************** and I was not notified that an amount was going to be deducted ($162.36) until after I notified the bank that I thought it was a fraudulent charge. The next day I saw a deduction through my paypal account linked to my bank. I immediately checked my McAfee software on my computer and discovered that it was a renewal after all. My complaint is: It has been since March 30th and my bank account still shows the deduction for the amount, but my McAfee software subscription has not been renewed. I received an email saying that my service request from McAfee has been resolved, but no new subscription. I also noticed an email in my known spam folder showing that the amount was deducted by McAfee. They also sent an email saying to update my banking information, but yet the amount has been deducted already with paypal using an Echeck.

  Business Response

  Date: 04/13/2023

  Dear ***,

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

  Thank you for speaking with me regarding your complaint, we are happy to hear that your issue was resolved. We sincerely apologize for the inconvenience you endured while awaiting a resolution. If you have any questions or concerns regarding McAfee in the future, please feel free to reach out to me directly.

  Sincerely,

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

  Executive Customer Assistance Team

  **********************.

  Customer Answer

  Date: 04/13/2023

   
  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:04/05/2023

  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.

  On April 2, 2023, McAfee auto-renewed my account, on April 3, 2023, I contacted them via phone and told them that I did not realize that they were renewing my account a month in advance and to please refund me and I would renew it closer to the renewal date (5/2/223). I was asked to verify the last 4 digits of the card on file and I did (****). On April 3, I received an overdraft for checking account (debit ending in ****). When I logged into my checking account I realized that McAfee I received a refund from McAfee and was surprised because I changed my form of payment last year. I contacted McAfee on April 4th and attempted to explain I did not authorize the debit from **** and that the only card I have on file is ****. Each agent that I spoke with insisted that I still have **** on file and due to **** not going through that I should have deleted **** if I did not want to have it charged. I tried to tell each of them that I had no idea that they still had access to the card, I added another card and there is no way for me to see that McAfee held on to the previous card without my knowledge. McAfee website does not allow for the "delete" option for payment. It merely allows for override, and the customer can only "assume" that the previous card has been deleted and the new card be used for future payments. This is a deceptive method of ensuring that they receive payments a month in advance regardless of the customers payment of choice. I was charged overdraft and McAfee is telling me to go to my bank and tell them to refund my fees. While my bank may indeed refund me, it counts against any overdraft that I may have in the future that my bank allows as a courtesy. I believe that McAfee should be responsible for the refund due to their deceptive practice or secretly retaining customer payment methods w/out customer knowledge and or not making clear that they may not delete a payment card and replace it another.

  Business Response

  Date: 04/25/2023

  Spoke with the customer and was able to resolve the issue and added a 1-year extension for her overall inconvenience.

  Customer Answer

  Date: 04/26/2023

   
  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:04/05/2023

  Type:Customer Service 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.

  03/31/2023 Order: CS3243930259 Total: $149.99 The website says you can cancel your auto renew for a refund for up to 60 days of the purchase date. I called on April 1, 2023 and after providing all of my information and requesting a refund I was told the request couldn't be completed because the system was down and I would have to call back. I called back on April 3rd and after providing all of my information was told I needed to be placed on hold while the refund processed. I was left on hold for over 30 minutes before the line disconnected. McAfee doesn't allow consumers to access the refund process in writing. I have already called twice but I don't have a ticket number because I couldn't even get that far. I would like the company to cancel my order and refund my money. It would be really nice if they had a more transparent refund process.

  Business Response

  Date: 04/11/2023

  Dear *******,

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

  Thank you for speaking with me regarding your complaint. As discussed, your refund request was fulfilled on April 3, 2023. We sincerely apologize for the difficult experience you had with our support. We are looking further into your support interactions to improve our customer support experience. 

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

  Sincerely,

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

  Executive Customer Assistance Team

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