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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:02/16/2023

    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 cancelled my subscription with Mcafee but they just renewed my subscription and debited my bank card! I dont even have a computer anymore. I have had to make the same **** complaint in the past. I always get a runaround and cannot get customer service. There is no such thing at this company. They need to be shut down or fined.

    Business Response

    Date: 03/14/2023

    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. 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:02/16/2023

    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.
    A year ago I was charged $149.99 for a McAfee subscription. I called the company asked to have the subscription canceled. I had to log on to my computer for the person on the phone. I was advised the subscription would be canceled. I received an email stating as such. I also have received multiple emailing whating me to renew the subscription which I have not done. Today I was charged another $149.99 charge. I called the company, explained I went threw this last year and asked for a refund. The technician explained there was no record of my call due to it being over a year ago and there was no way for me to get a refund. That there policy is a technician would have to remove the ***** license from my computer manually which I would be charged a $75 fee. I explained that I was under the impression this had already been handle. I even spoke with a supervisor who informed me of the same information. This is outrageous to cancel a subscription. I spoke to my bank and from their end the only thing I can do is cancel my checking account and start a new one and submit the charge as fraud. I am just worried that if I do that it will affect my credit.

    Business Response

    Date: 02/28/2023

    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:02/15/2023

    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.
    My husband *********************** and me, *******************************, had antivirus software 3 years ago and decided to cancel it. We preferred Norton antivirus. Still, McAfee did not cancel it and kept billing us for the last 3 years. Last year we thought we settled for not renewing the account. We didn't have McAfee soft for at least 3 years and they billed us again in January this year. We disputed charges with **************** and McAfee disputed them back. AMEX suggested calling McAfee and we did it on 2/15/2023. The call was remarkable. They found that we opted against automatic renewal a year ago and they don't have our card on file. We asked how they billed us then. They suggested disputing with AMEX, we told them we did dispute. They tried to convince us to open another account as the email address for the old account doesn't exist anymore. We just wanted a refund for the service that I don't use. They kept telling stories about how they can't refund without us opening another account. We have reopened the dispute of the charges with AMEX and we just want them to refund through AMEX.

    Business Response

    Date: 02/27/2023

    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:02/15/2023

    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.
    I have attempted to cancel my McAfee technical protection policy a few times and they continue to bill my credit card annually. $160 a year to protect computers we haven't owned for a few years. They will NOT answer their customer service phone lines and will NOT call you back if you chose the option to do so.

    Business Response

    Date: 02/24/2023

    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:02/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've had an account at McAfee and I have been receiving phishing emails. I want to cancel the account since I don't use this product anymore. They won't provide a way to do it on their site. They don't have an email where you can request it. They only have a support chat which no one answers. I turned off auto-renewal and it keeps renewing.

    Business Response

    Date: 02/24/2023

    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. 

    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:02/10/2023

    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.
    On March 17, 2021 I signed up for a two year coverage of McAfee LiveSafe Unlimited Devices for $59.99 and put that on my CC. McAfee is a well known and trusted virus protection software so I didn't have a problem purchasing this order. I've been busy the last two years building a new home. A month ago I noticed a charge on my cc from McAfee in the amount of $129.99 on August 10, 2022. I couldn't understand what that was about. I kept calling but I was always on a long wait time. Tonight I finally got through and talked to a girl named *****. I told her that I also found a debit for $119.99 on August 10, 2021. My order confirmation was #CS2708899181 on March 17, 2021. "Starts Wednesday, March 17, 2021. Expires: Friday, March 17, 2023. It appears that McAfee is not trustworthy. The company owes me $249.98 plus interest. We had an agreement for two years at $59.99. McAfee put fraudulent charges on my CC.

    Business Response

    Date: 04/12/2023

    The customer issue has been resolved with a refund processed per customer request on 4/05/2023.

    Customer Answer

    Date: 04/13/2023

     
    Complaint: 19386834

    I am rejecting this response because:  On August 10, 2021 McAfee LLC debited $119.99 from my CC and on August 10, 2022 McAfee debited $129.99 from my CC.  1. As of April 13, 2023, I have not received any credit on my CC nor have I received any check(s) as settlement.

    Sincerely,

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

    Business Response

    Date: 04/13/2023

    Customer refund in the amount of $119.99 has been processed on 4/05/2023 and is on its way to the customer.

  • Initial Complaint

    Date:02/10/2023

    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 somehow hacked into my computer with a constant interruption while I am trying to do my online for credit college homework. They falsely claim with popup flags that I need to purchase their antivirus because I have trojans but **************** says it's all lies as the antivirus I already have is better and McAfee is coming in on popup advertising through a movie channel m4uhd. Also, both the **** Govt SEC, and, the **** have charged McAfee so I don't see how they are still interfering with consumers but I can't even use my computer without taking hours to do small tasks. The SEC served them in *********** ********** but they are claiming to be in ************.

    Business Response

    Date: 02/21/2023

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

    After an internal review of our records, we were able to locate a McAfee account associated with your contact details, however; there are no subscriptions associated with that account. 

    If you could provide more details regarding your request, we will gladly further assist you in resolving this matter. 

    We have heard reports from customers and non-customers who received phishing emails. We recommend reporting the emails as spam. You may also want to work with your email provider to block the sender from contacting you.

    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:02/10/2023

    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.
    I purchased McAfee Total Protection (1-year subscription) on 8/10/22, Order # CS3079930724 for $139.41. A couple months into the subscription the application started causing my computer to crash. I tried uninstalling and reinstalling multiple times. I tried to make this work for many months. It would work fine for a day or two and then I would have to uninstall and reinstall the application. When the app is not on my computer, I have no issue. Within a few days of the app being redownloaded, it crashes my computer (completely freezes and I can't do anything but force a restart), opens dialogue boxes that I couldn't close without restarting my computer, and generally just caused my computer to run much slower than it normally does. I was unable to turn the firewall on and when I would troubleshoot this issue through their website FAQs, I couldn't resolve it. The firewall would never turn on. Furthermore, when I have attempted to use your customer support chat to try and troubleshoot further I was unable to connect to a technician. The chat just said "less than one minute" to connect to a technician for more than an hour. Because I was only able to use the service for a few months out of the year-long subscription, I requested a pro-rated partial refund of my payment. I was told that the system did not allow any kind of refund because it was outside of the 60 day window. I understand having a window within which to request a refund, but it seems ridiculous that a customer is still out the money when the product does not work as intended and advertised. I'm not simply requesting the refund because I don't like the product (I actually liked the phone application that came with the subscription), but the main purpose of the product is to protect my computer and it simply has not done that. Instead, I had to purchase new antivirus software to meet my employer's requirements in order for me to continue working from home.

    Business Response

    Date: 02/21/2023

    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. 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: 02/22/2023

     
    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:02/10/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of the transaction - 09.02.22 The amount of money paid the business - $84.69 What the business committed to provide you - McAfee Total Protection - 5 Devices (2-year subscription) What the nature of the dispute is - I have been utilizing the McAfee True Key software to securely store and manage all my passwords, as I frequently work from a variety of programs and devices. Unfortunately, the software has recently ceased to function properly. I have attempted to troubleshoot the issue by reviewing online manuals, reinstalling the software, and even trying it on a separate computer, but to no avail.I have repeatedly attempted to reach out to McAfee's customer support for assistance, including utilizing their online chat support, calling their support hotline, and even sending a direct email to their PR department in the hopes of having it forwarded to their support team. Despite my efforts, I have yet to receive a response or resolution to my issue. Whether or not the business has tried to resolve the problem - no Mcafee is not trying to resolve the problem Account/order/tracking number - Order # PL2958429980 account email **********************

    Customer Answer

    Date: 02/10/2023


    Hello,





    Can you please withdraw my case 19381524.

    I managed to get hold of the company.



    Thank you again.

    Kind regards,

    Sergejs

    Business Response

    Date: 02/14/2023

    Reached out to the customer by email, asking to confirm if he is requesting a refund or not.  Currently waiting for reply.

  • Initial Complaint

    Date:02/09/2023

    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.
    Service request 1-134232401. Date 2-8-2023.I noticed McAfee sending renewal requests frequently. I found I have 7 paid active subscriptions. ( 1 ) PC Optimizer - I would like to keep ( 1 ) Total Protection - I would like to keep ( 5 ) Live Safe - All are currently active subscriptions'. $210.00 The welcome to my account states "your covered with McAfee Total Protection".I do not wish to exchange additional years added to extend the two services I am keeping. Please refund the payments.Thank you, ****

    Business Response

    Date: 04/13/2023

    Customer was refunded on 3/29/2023.

    Customer Answer

    Date: 04/13/2023

     
    Better Business Bureau:

    Received refund.  The gentleman, ******** believe is his name, very nice to speak with.  *** was able to review my request on his computer and understand what I was referring to.

    He was excellent in both understanding the request and providing the refund.  NOTE: to McAfee, please develop a program to prevent sending renewal notices for two programs

    which will not operate at the same time.

    Best, ****

    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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