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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

  • 651 total complaints in the last 3 years.
  • 127 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/04/2023

    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.
    They are fraudulently charging me $150 for a service auto-renewal that I never signed up for.

    Business Response

    Date: 04/18/2023

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

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. Thank you for confirming that your refund has been received. 

    As mentioned in my email,the auto-renewal feature has been turned off on this account, and I have removed your billing information from the account as well.

    If you have any additional concerns in the future regarding McAfee, 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 reply to our email correspondence.

    Thank you for contacting McAfee.

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

  • Initial Complaint

    Date:04/04/2023

    Type:Product 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 March 17, 2023 McAfee charged my checking account $163. 86 without my permission. I called them and informed them to refund my money because I no longer needed their services. After arguing with them for 30 minutes they finally said they would refund my money within five business days; they did not refund my money. They can mail a check for $163.86 because they will not receive my banking information.

    Business Response

    Date: 04/12/2023

    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 have tried to contact you, but I was not able to reach you.

    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:04/04/2023

    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 March 15th, 2023, my bank account was charged $127.19 for an automatic renewal subscription that I did not authorize. My subscription does not expire until April 15th, yet it was deducted one month prior and I received no notification of any kind which led to an overdraft from my bank. Also, the automatic renewal had been turned off, but I was charged anyway. I have, to date, contacted McAfee four times and as of this writing, there has still been no resolution. I have been told the refund is pending and would take 3-5 days and still no refund. I have been told a supervisor would contact me within 24 hours; did not happen. I called today, requesting to speak to a supervisor and was put on hold for well over ***** minutes and was told she was on another line and I would need to be rescheduled. I was told to contact my bank; my bank had nothing to do with the refund. It has been 16 days today and still no refund. There are over 300 unresolved complaints against this company and this is unacceptable. This is no way to treat customers and very bad business ethics. I want my money back and there is no way that I would ever recommend this company.

    Business Response

    Date: 04/17/2023

    Dear ******,

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

    Thank you for speaking with me regarding your complaint. Again, we sincerely apologize for the inconvenience caused by the system issue that prevented your refund from reaching your bank account after its processing. As discussed, we will be providing a check refund for the renewal charge of your McAfee subscription. Once I have received an update from our accounting team regarding the date your check is mailed, I will be sure to inform you as well. 

    If you have any additional questions or concerns regarding your McAfee account in the future, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 04/17/2023

     
    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:03/31/2023

    Type:Customer Service 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.
    A purchased a new computer. When I was setting it up McAfee antivirus began interferring with the process. I called them and was told that I had purchased their antivirus for $60.16. I told them that I had another service and did not want them and wanted a refund. The person just wanted to argue with me and would not agree to the refund.

    Business Response

    Date: 04/05/2023

    Dear *****,

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

    Thank you for speaking with me today regarding your complaint. As discussed, a refund for your purchase was processed on April 2 back to your payment instrument on file. We sincerely apologize for any inconvenience you may have endured while attempting to resolve this issue. If you have any additional questions or concerns, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 04/06/2023

     
    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,

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

    Customer Answer

    Date: 04/06/2023

     
    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:03/31/2023

    Type:Product 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.
    The renewed a subscription that I didnt know I had. I was not given a notice of the auto renewal and I want them to refund the money.

    Business Response

    Date: 04/12/2023

    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 have tried to contact you, but I was not able to reach you.

    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:03/30/2023

    Type:Customer Service 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 get tens of these emails per week from Identity Theft Protection. I have no use for McAfee's service as it is intrusive and repetitive. It only serves to create confusion.McAfee's customer service is horrendous. First, the emails contain no easy way to access or delete my account. The website states I don't have an account associated with them. Yet, I continue to get emails that I cannot unsubscribe from. McAfee's customer service reps are useless and can't remember what I called them for. I need my account and my data deleted immediately as I had saved personal information when I created the account and this is gross misuse of that data. This is one of the worst companies I have ever dealt with. Can't believe they are still in business. Useless.

    Business Response

    Date: 04/06/2023

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

    Customer Answer

    Date: 04/10/2023

     
    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. 

    ****** and I communicated over email and got this resolved.


    Sincerely,

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

  • Initial Complaint

    Date:03/29/2023

    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.
    We have a couple of bogus charges to our account for products that we did not purchase. First, McAfee charged our debit card and we blocked that. Then we saw that a charge came through on our credit card and we called to have that refunded. That was refunded. I called them and inquired about how to delete my financial information from my account. I was not able to delete the one credit card that was stored. In speaking with the agent, I came to find out that McAfee had four of our cards stored on file. I could not see any of the ones that were stored. So, I was not able to delete on my own the one that I could see, and then the agent gave me a hard time about deleting the ones that are viewable to the agent and not me. I stressed that I am not comfortable with a company storing my information that I am not able to see or delete. Especially when bogus charges were being made. I inquired about the last order and she said that the device that it was being purchased for was called "World of *****." I told her that 1) none of our staff uses McAfee any more and that 2) We dont not have any device that has that name. At first she said that she would submit a ticket, I said I want everything deleted. After a LOT of me pushing, finally she said she was able to do that. I said that I do not want to end the call until 1) my financial information is OFF McAfee server and 2) I want my account COMPLETELY closed. She was finally able to do the first, but not the second. I tried many times to have her delete my account and the agent said she could not. I do not feel safe with my information being held by a company protecting from viruses when their system was somehow hacked, my financial information taken, bogus charges made, and then I have to spend HOURS to get it resolved. I had to get a new debit card issues, which is a headache. I am cancelling a company credit card. This has been a huge headache and a waste of time. And the most difficult part was dealing with McAfee.

    Business Response

    Date: 04/12/2023

    Called and emailed the customer, confirming that his information is no longer registered in our system.

  • Initial Complaint

    Date:03/29/2023

    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 October 28, 2022, I cancelled McAfee coverage and requested $158.99 refund. I was informed refund would be made to my card within 2-5 days. Thirteen phone calls and three letters to date without refund. My bank and bank records confirm no refund has been made. I am repeatedly told by McAfee that refund was made October 28, 2022. My bank card has expired. McAfee continues to tell me to update my card. I tell them that website will not allow me to make changes because I no longer have an account.

    Business Response

    Date: 03/30/2023

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

    Customer Answer

    Date: 03/31/2023

     
    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:03/29/2023

    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 March 3,2023 i was charged for a renewal with McAfee of $127.19 and i have not been involved with this company since 2019. I no longer use this device and when you log into my old account it shows it has been cancelled and no credit card information is on file. I am extremely concerned as to how they accessed my cc number and made this charge. I called their Customer Support and they said my account was cancelled and someone would be calling me. I am not comfortable with this. Is there something you could do for me. Also you have helped me in the past with other situations. Thank you.

    Business Response

    Date: 04/03/2023

    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 (US). 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: 04/04/2023

     
    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:03/28/2023

    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.
    The company hit me with auto renewal for services on 1/4/2023 as soon as I noticed the charge. I went on the website and was able to process a refund (so this means I requested my original within 60 days from being charged). I did not feel like I needed to make a screen shot or anything additional because the website stated the refund requested would be processed by a certain date (which I don't remember exactly). The refund was never credited to my form of payment. I just called and denied my request for full refund due to no record of refund request in their system ( reference number provided 1-139383761 *****/ Mcafee). Please, get company to refund the charges.

    Business Response

    Date: 04/04/2023

    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. 

    McAfee does not currently have an online refund request feature for customers in your region. To request a refund, customers must reach the McAfee support team by phone at **************, within 60 days of an auto-renewal charge or 30 days of a manual charge. As a goodwill gesture, I have initiated a refund for this recent charge. You can find additional details in my direct email.

    If you have any additional concerns in the future regarding this complaint, 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,
    *************************

    Customer Answer

    Date: 04/08/2023

     
    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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