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:03/17/2023

  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.

  Purchased update McAfee Premium Individual and installed. They required credit card information for Auto Renewal to install. I then tried for two day to logon to my account and turn off Auto Renewal. Continue to get and error message with that feature. I want the Auto Renewal Turned Off on my account. Never had issues until this year 2023. Called ************** and was told they only offer support from *****. I do not want to talk to *****, and requested to be transferred to *****************. Was told they do not have support in *****************. So no web support and now no support in *****************.

  Business Response

  Date: 03/27/2023

  Dear ********************,
  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
  
  As mentioned in my email response, I have turned off the auto-renewal feature associated with ********************* and have reported the error you were receiving.
  
  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: 03/30/2023

   
  Complaint: 19611533
  
  I am rejecting this response because:  The error has not been corrected.  I have returned three voice mail messages to *************  We are playing phone tag, so the issue is not resolved.  I can be reached at the number provided in the complaint after 2:00PM EST.

  So sorry to see on the response from McAfee that ****** could not even get the right name.  This shows the lack of ******** care and support.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/31/2023

  Dear ****************,
  
  My sincerest apologies for the incorrect name on my response. The Better Business Bureau requires a response in a short timeframe. My message to them was to let them know that I have received your complaint, and we are investigating the issue. However, the auto-renewal feature associated with ******************** for the McAfee+ Premium - Individual subscription, has been turned off.

  
  If you have any additional questions or concerns, 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.
  

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

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19611533
  
  I am rejecting this response because: We have not been able to talk about the error message which is still the case.  If I am not able to turn off the Auto Renewal, I am sure other customers are not able to turn off Auto Renewal.  I would like to actually talk about the issue and will follow up with an e-mail upon conclusion of our discussion.  I am available after 2:00PM EST at the phone number provided.  Thanks for your time. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/05/2023

  Hello ****************,
  
  I have attempted to contact you 3 times by phone and left 3 messages. I have also followed up with 2 emails. At this time, there is no option in your account to turn off the auto-renewal because it is already turned off. I have reported this issue to the development team, and they will prioritize investigation based on factors including any other similar complaints should they be received.
  
  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 (US). If you would prefer to communicate by email, you may respond to my email correspondence.
  
  Thank you for contacting McAfee.
  Sincerely,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:03/17/2023

  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 3/1/2023 Mcafee charged me via my bank account $158.99 for online security package. I called the next day and said I do not want this. I want a refund. I was given a service number *********** when calling in reference to this dispute. They tried to talk me into an another deal and I was going to take it but I never confirmed it. I was put off and was told they would refund my money and then I could buy the other package. As of today, 3/16/2023 I still do not have my refund. Mcafee keeps stating to me the refund has been processed and gave me a confirmation number cs3220066403. I called my bank-********************* ************ and they said they do not have anything pending as a refund to my account. In the small print it states full refund if requested within 60 days. I just want my refund but Mcafee will not stand by their word. The last case number they gave me was 1-1381032111 )in reference to my case. This has caused me to have been locked out of my account, overdraft fees. I need assistance with getting my refund. Can you please help me. My proof of payment is on my banking statement, which is online.

  Business Response

  Date: 03/24/2023

  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. I will keep your case open on my end, until we confirm that your check refund is received.
  
  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

• Initial Complaint

  Date:03/17/2023

  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.

  ON FEBRUARY 23, 2022 I PURCHASED MCAFEE INTERNET PROTECTION FROM AMAZON WITH A ONE YEAR SUBCRIPTION.(******). (SEE ATTACHMENT). ABOUT JANUARY OR FEBRUARY 2023 I RECEIVED AN EMAIL FROM MCAFEE ASKING ME IF I WANTED TO RENEW MY SUBCRIPTION. I ANSWERED NO. UPON REVIEWING MY CREDIT **** STATEMENT IN FEBRUARY 2023 I NOTICED A CHARGE FOR ****** FROM MCAFEE. I CALLED CHASE AMAZON **** AND TOLD THEM I DID NOT AUTHORIZE THE CHARGE. THEY TOOK THE CHARGE OFF THE **** AND SUGGESTED THAT I CLOSE THAT **** AND THEY WOULD SEND ME A NEW **** WHICH I DID. I RECEIVED THE NEW **** AND AGAIN THE CHARGE WAS ON THE NEW **** FOR ******. ON MARCH 16, 2023 I CALLED CHASE AMAZON AGAIN AND THEY SAID THERE WAS A FRAUD ON IT BUT THEY COULD NOT REFUND ME THE ****** AND I WOULD HAVE TO SEND A LETTER TO THEIR FRAUD DEPARTMENT IN ********** ******** TO OPEN A CLAIM. I DECIDED TO CALL MCAFEE TO SEE IF I COULD SETTLE IT WITH THEM. DURING A LENGTHLY CALL THE PERSON I TALKED TO THERE SAID THAT I HAD PURCHASED A 5 YEAR SUBCRIPTION AND THEN TRIED TO SELL ME A NEW ONE THAT WOULD BE 3 YEARS AND COST MORE MONEY. HE WOULD NOT REFUND ME, HE SAID IT WAS TOO LATE. HE TOLD ME TO CALL THE CREDIT **** BECAUSE THEY AUTHORIZED THE SECOND CHARGE ON THE NEW ****.

  Business Response

  Date: 03/29/2023

  Dear *****,

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

  Thank you for speaking with me regarding your McAfee account and your BBB complaint.

  Per our conversation, we have issued a refund for the recent renewal of your McAfee Total Protection subscription back to your payment instrument. Generally, most customers receive their refunds within 5 business days after processing. We had additionally disabled the auto-renewal feature associated with your subscription.

  As discussed, we noted that the reseller on Amazon provided some misinformation about your McAfee subscription. In the future, if you ever need assistance with your McAfee account, please contact our support team at ************ or by chat at *******************************************.

  Sincerely,

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

  Executive Customer Assistance Team

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

   

• Initial Complaint

  Date:03/17/2023

  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 withdrew unauthorized funds from my bank account. I have the transaction number in the amount ******z. This is the second time this has happened and I have written communication from Mcafee that they would continue auto renewals per my request Jan 2022. Yet on March 2023 they withdrew ****** my account and denied the transaction. They were rude would not provide a refund. I have notified my banking institution of the fraud and will continue to escalate until there is a refund.

  Business Response

  Date: 04/12/2023

  Reached out to the customer to try and resolve the issue, By email, and did not receive a reply.  Made 1st call, and after I announced who I was, customer very quickly stated that "if you're going to refund it, just do it and disconnected the call.

• Initial Complaint

  Date:03/17/2023

  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.

  Charging for LiveSafe autorenew, website states autorenew turned off - but charged me last 3 years. Last receipt #CS3226428651. Renewed 3/8/23. Cannot turn this off.

  Business Response

  Date: 03/27/2023

  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.
  
  Looking into the account associated with *****************************************,it appears you were able to connect with our support team, and they processed a refund for the recent renewal, and turned off the auto-renewal feature at that time 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

  Customer Answer

  Date: 03/29/2023

   
  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:03/16/2023

  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.

  I bought McAfee software. It stopped functioning a week ago. I spent two days and hours with their technical support team and they finally said they were unable to install it.I have spent hours with customer service trying to get a pro rata refund. THIS IS IMPOSSIBLE TO DO WITH MCAFEE. I have called, chatted, called again. It is one roadblock after another.The product I bought cannot be made to work by McAfee. Their failure to refund a pro rata amount on my purchase price amounts to a fraudulent usurpation of my funds.

  Business Response

  Date: 03/17/2023

  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: 03/17/2023

   
  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:03/15/2023

  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.

  Purchased McAfee total protection plan on 01/21/21 with auto-renewal option. We were charged $119.99 autorenewal fee and did not receive any notifications even though it was the part of the initial agreement. I just noticed the charge and contacted McAfee to cancel the service to either get the full or the pro-rated amount back, but were told that we passed the 30 day deadline which was on 02/21/23. We would like to highlight that we did not get any notifications and forgot about the auto-renewal. We've spent about an hour on a call with the representative who said that there is nothing they can do.At this point we were charged for the service that we do not need and I am also concerned that this will happen again with the next autorenewal (since ******* does not provide any notifications). Thank you ****** and ***********************

  Business Response

  Date: 03/27/2023

  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

  Customer Answer

  Date: 03/27/2023

   
  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:03/12/2023

  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 McAfree LiveSafe and it failed to finish scans. I called their customer service four times and each call was more and more frustrating. They didn't know how to fix the issue but said I needed to stay up all night and do screen shots and if I did they would escalate it. unfortunately I did what they said and the next day they said they told me to reinstall it, so they still didn't escalate it. So I wrote to their CEO who did respond and he said he would have his head of customer service contact me. The scans kept stopping and it had gotten to about 5% of my files and stopped working each time. But it showed I had 10 pages of Adobe viruses, which is says online that they are ransomeware. But the head of customer service never called, and their call centers located in Asia and ***** never would escalate it and they wouldn't check on how to fix it. The last employee tried to attach to my MAC and she got half way there and couldn't remember how to do it and said MACs are more difficult. She was so horrible I said to detach from my MAC before she did damage and she began yelling at me. One agent kept saying "wait" in a horrible tone whenever I spoke. When she opened the viruses section and you could see there were 10 pages of Adobe viruses, she tried to close it out thinking I wouldn't see it. I demanded she do something or I would delete then from Quarantine. She mumbled something so I began to delete them and then she took over and was deleting them. Often when I spoke, if she didn't like me speaking she wouldn't respond. I really don't know when I viewed anything as bad as this, but with a 1.1 score on the BBB, I wish I had viewed this before purchasing. I thought I could trust this company and boy did I make a huge mistake. This was 24 hours of the worst customer service and failing product I have seen.

  Business Response

  Date: 03/16/2023

  Dear ***,

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

  Thank you for speaking and working with me regarding your software experience, and recent support experience. We appreciate you giving us the opportunity to attempt to address your concerns. I sincerely apologize that we were unable to resolve the issues you were facing with our software and support team. If you have any questions or concerns regarding McAfee in the future, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 03/16/2023

   
  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:03/09/2023

  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.

  McAfee sends me over 50 emails per day. This is a form of harassment.

  Business Response

  Date: 03/17/2023

  Hello ******************,
  
  My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. Based on your description, we suspect the emails received are phishing attempts using the McAfee name. McAfee sends occasional emails to subscribed users, but not at the frequency you described. 
  
  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 *******************************************. Additionally,I am unable to locate a McAfee account associated with ***********************
  
  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).
  
  Thank you for contacting McAfee.
  Sincerely,
  ***************************
  Executive Customer Assistance Team

  Customer Answer

  Date: 03/17/2023

   
  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:03/08/2023

  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.

  Purchased McAfee in 2021, it has continuously given me pop *** in the right corner of my screen, I have turned off all pop *** in the app. In general, it was just annoying - but I have a very important test coming up that will be remote and they have asked me to make sure I get no pop *** to interupt the test. I tried calling McAfee to deal with the issue, however the customer service agents were never able to help, in fact, they always told me different things, suggested I had to call back when the pop up was actually there, suggested that it was my fault or my computers fault, or better yet that there were viruses ... which is pretty funny, becuase the entire point of having the McAfee app is to protect my computer from viruses... In any case, the pop *** were trying to sell me their products, some of which I already had, and when I clicked on the pop *** it opened up the app - so pretty sure it was their company putting the advertisements on my computer. There is no where in the app to stop advertisements. On one of my customer service calls the guy told me that they had to get senior level approval to stop advertisement pop *** - that never happened. On another she wanted to log on remotely to look at the pop up, which I told her I had already closed, but I had to repeat this several times because she did not understand what I was saying but instead kept suggesting I give her remote access to my computer - very suspicious. Additionally, they kept emailing me saying that I had to "respond" to the issue within 48 hours if I wanted my case to stay open - however, there was no where to respond, in the email or on my account. Apparently that just means you have to keep calling until you get lucky enough to have someone who can help you. The finaly time I tried to speak with a supervisor, who after being on hold for 10 minutes was "unavailable" and would call me back. Then I chose to just cancel my account, which they also made very difficult.

  Business Response

  Date: 03/20/2023

  Dear *****,

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

  
  Please feel free to contact me directly at ************.I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). I look forward to assisting you.

  
  Thank you for contacting McAfee.

  
  Sincerely,

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

  Executive Customer Assistance Team

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