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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

  • 652 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/23/2023

    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.
    On 2 23 2023 I purchased a protection plan from McAfee security ( A company I had Previously done business with )I tried to activate it (after a reboot) The McAfee page came on I used it and the site instead of using the protection I had just added on ,,,, they sent me back to a page to purchase more protections,,,, I tried everything Reading all the small printing on the website to figure out how to use that which already paid for protections.... So it's boiled down to calling the help folks as I have exhausted all the preprogram helps The poor dude from the help line spoke with a thick accent that I had a hard time understanding him,, He asked me for information that was not supplied by the McAfee people and he also just kept reading a prewritten script. He was incapble of understanding me or what I needed. (he's just tryin to make a buck right )so with all doors closed and a long circular process to get a refund (they hang up if your not interested in the speach or sales pitch..... These people suck!!!!!! now I have to go the bank and stop payment and I'm out 1 month subscription,,, fine lessoned learned

    Business Response

    Date: 03/10/2023

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

    Sincerely,


    *************************************
    Executive Customer Assistance Team
    **********************

  • Initial Complaint

    Date:02/22/2023

    Type:Service or Repair 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 charged me 30 days before my subscription was supposed to renew in the amount of $95.39 on Jan. 13 2023 for a subscription that does not start until Feb. 13 2023. I am no longer using this device as it does not work and have a different subscription from McAfee on my new device. Per **********************'s clearly stated policy, which explains that refunds requested within 60 days for exactly this situation (no longer using the device), I called and talked to a representative and requested a refund. The representative tried to talk me into purchasing additional products after I explained the situation. When I insisted I only wanted a refund she finally gave up and assured me she would process my request and I could expect the refund in **** business days. After a couple weeks, I received an email stating my request had been resolved. Service request 1-131177671. But there was NO REFUND granted on my account. I've tried to contact McAfee several times since and every time I get the same thing when I try to follow up with the service request number "Our customer service experts are not available at this time. Please check again later." I have tried at different times of the day and on different days. However, when I log into my account it appears that McAfee has removed my old device off of my subscription. So even if the laptop worked, I'm not getting the coverage that I'm currently paying for as they refuse to honor their policy and issue the refund.

    Business Response

    Date: 03/10/2023

    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). If you do not wish to call, you can also reply to my e-mail message.

    Sincerely,

    *************************************
    Executive Customer Assistance Team
    **********************

    Customer Answer

    Date: 03/10/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:02/22/2023

    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 was charged for $93.28 for 2 years. Mcafee denies. Says that charge was for 1 year. Look it up. $44.99 for 1 year, $89.99 for 2 years. My laptop broke, so tried for 2 days, several hours to transfer service from laptop to cell phone. Did not work. They refused to refund me anything. So did my credit card. So, i dont have the service, but still pay for the service. In what world is this fair?

    Business Response

    Date: 03/03/2023

    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 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:02/22/2023

    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.
    McAfee has a pop up on my laptop that is continual! I cannot use my laptop because the pop up stops all *************** must start over. Have tried EVERY suggested way to remove this (I have never had McAfee or even sought info about it). without success. The popup states I have from 3 to 5 viruses, tho my REAL security does not indicate this. It is maddening!

    Business Response

    Date: 03/07/2023

    Dear ******,

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

    After review of our records, we show that on March 14, 2022, a 1-year product key to McAfee AntiVirus was activated under your email address, ****************** and installed on a desktop computer the same date. Our records further revealed that the software was uninstalled on March 31, 2022. If you are receving any emails regarding this subscription from an email address ending in "@mcafee.com" this is a legitimate communication regarding the status of this subscription. As you have noted that you are not using the software any further, I have canceled your subscription. 

    As you have had McAfee uninstalled from your computer since March 31, 2022, if you were still receiving pop-*** with the McAfee name and logo, it's highly probable that you were receiving alerts from third parties pretending to be McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee to perpetrate any number of fraudulent activities. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. For more information on these types of alerts, please see our page dedicated to informing customers about these notifications and how to stop them, ********************************************************************.

    If you have any further questions or concerns, please feel free to contact me at ************.

    Sincerely,

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

    Executive Customer Assistance Team 

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

  • Initial Complaint

    Date:02/22/2023

    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.
    Feb 8, 2023 $****** was resent to Mcafee second time by the bank. I call Mcafee to cancel my auto/renewal and to refund 163,30 in full to my bank account. i spoke to ***** she promise to cancel my auto/renewal and refund my ****** in full in 2 to 5 business days that was a lie. I call again on 2/15/2023 and i spoke to the supv ***** he promised in 2 to 5 business days i would get a full refund plus a phone call and email that was a Bigger lie than the first one. The claim number he gave me 1-135019341. CHASE BANK claim number for the reversal ***************. on 1/2/2023 took ****** from McAfee reverse it on 2/8/2023. i want my money back. I am deeply sad Mcafee Lies so much. My wife is on disability every day is a challenge financially to live.

    Business Response

    Date: 03/08/2023

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

    Customer Answer

    Date: 03/09/2023

     
    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:02/21/2023

    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 constantly get emails telling me they are going to update my subscription and charge my Pay Pal account. I don't subscribe to McAfee and I don't have a Pay Pal account. We are elderly and disabled and need this to stop.

    Business Response

    Date: 02/27/2023

    Hello Mr. *************** name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. I am unable to locate a McAfee account associated with your email address. Based on your description, we suspect the email received is a phishing attempt using the McAfee name.

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

    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:02/20/2023

    Type:Service or Repair 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.
    Approximately two months ago, our internet company Century Link, changed its name to Brightspeed. Antivirus protection was always included as part of that service. Immediately, there was no virus protection offered by Brightspeed. I called Brightspeed numerous times, but the employees would not respond to my questions as to why the virus protection was removed. They would respond with silly answers that had nothing to do with the inquiry. It was maddening. If I asked, "what happened to the virus protection?" The response would be something along the lines of "**** had a little lamb." After filing a complaint with the *** against Brightspeed, Brightspeed responded by declaring that as of January 30, 2023, there would be a "link," which would install McAfee Antivirus Protection. Indeed, on January 30, a link did appear. After logging-in to my Brightspeed account, I performed all the required steps to install the McAfee, only to be taken to a page that required as subscription at a high cost. According to Brightspeed, the Mcafee Antivirus was part of our monthly service plan, not a separate charge, or account. I tried to download the antivirus onto my Smartphone, only to be taken to the same site offering a subscription at a high cost. This time, I did receive a message stating it was "error code 424,": and to contact McAfee. I called Mcafee, and after spending much time on hold, an agent explained that they were having "issues," and that the protection would be offered soon. That was weeks ago, and still, all our devices have no protection. I updated the complaint with the ***, but there has been no response. Apparently, nothing in our country is as it once was. That is, companies once cared about their customers, and agencies there to protect consumers actually did their job. This is like a bad cartoon.

    Business Response

    Date: 03/07/2023

    Dear *********,

    This is ************************* again, with McAfee.

    Thank you for speaking with me regarding your complaint. At this time, our technicians are ready to assist you remotely with the issue you're experiencing with installing the BrightSpeed Security by McAfee on your mobile device. If you have any issues connecting with our technicians, please feel free to contact me directly at ************.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 03/07/2023

     
    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:02/17/2023

    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 was charged $139.99 without my authorization. The charge was on 12/27, posted on 12/28. Ref#****, Acct#****. Have called them to resolve this numerous times. Tried again today, they hung up on me when I said I was going to reach out to the BBB.

    Business Response

    Date: 02/28/2023

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

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

    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).

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

  • Initial Complaint

    Date:02/17/2023

    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.
    Downloaded a free app and received an email indicating they will be charging me $599. Phone number I called was: **************. Talked to someone that did NOT speak English very well. Indicated I did NOT purchase this and do not want payment taken out of my count. All of a sudden, phone goes dead. I call back and now number is disconnected.McAfee Invoice no they have *******

    Business Response

    Date: 02/24/2023

    Hello **************,

    My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. Based on your description, we suspect the email received is a phishing attempt using the McAfee name. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point.

    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 ********************************************************, I am unable to locate an existing McAfee account associated with your email address.

    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:02/16/2023

    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 2/14/23 i called McAfee and canceled my subscription asked for refund of $148.74****** at 6:40pm put it through (conf.# cs3207745101) said 3-5 days for refund! Today i go on bank account and see that it was put back in ...taken out again ...put back in... taken out again... they took out the monies 3 times and put it back 2 times I called them back for ***************************** to tell me 1st time a manger will call me back in ***** hours when i found the confirmation number i called back to have them look it up got another lady didn't get her name she said it was different conf. # cs3207520468 and the case # was 1-135217891 and that a manger would call me back within 48 hours . i simply want my monies refunded $148.74 without having to be tossed around McAfee from person to person and having to wait who knows how long for a call back if i even get one

    Business Response

    Date: 03/07/2023

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

    My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).
    If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

McAfee, LLC is NOT a BBB Accredited Business.

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