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:02/09/2023

  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.

  ******* is charging my credit card for a renewal- I do not want this as I am a professor with free virus protection- I had ordered it once several years ago and have gotten repeat queries from my credit card company of whether it is a valid charge. I have declined the charges but they have continually tried to charge my credit card. I then called their customer service as I can't even find any account from ******* - I was told they couldn't find the account. They then said I had to go to a special line to give my cc information- the line repeatedly read back the wrong number, couldn't help me and he said he couldn't help me. This is not acceptable.

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

  Customer Answer

  Date: 02/21/2023

   
  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. - They called me to resolve this issue- thank you to the BBB for helping me out- it is much appreciated! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had issues with the service for a while and expressed no interest in renewing and cancelled my renewal from the very beginning. Somehow the auto-renewal was turned on again.I received the renewal charge a month ahead of time and called to have it cancelled and refunded. I was told by the customer rep ******* that the cancellation was processed and I would receive an email confirming it and would get a full refund.Today, after not receiving the email I called again to be told that there was no cancellation or refund processed anywhere in the system and that I probably did not call. That is outrageous, as it feels like McAfee is scamming people by telling them they processed the refund and not really doing it. Today I was told by ******* that he processed it and I should receive an email immediately , he gave me a cancellation number 1-134312451. But, in all honesty, I feel like that number can be completely made up, especially since it does not match the number I got on a very shady looking cancellation confirmation email (RA3204470815).That is why I am reporting it, because it says I will receive my refund via check, which makes no sense since I paid by Amex.I want an immediate refund to the same payment method they charge me from.

  Business Response

  Date: 03/13/2023

  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: 03/14/2023

   
  Complaint: 19372553
  
  I am rejecting this response because:
  It is NOT a response at all. I was able to obtain my refund without help from McAfee or BBB. I am aware BBB is a pay-to-win scheme that is by no means meant to help anybody but themselves but... come on, did they even read the response? 
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 05/17/2023

  Hello ****************,
  
  Thank you for confirming your refund has been received. When our technical support team reached out to you regarding your concerns, you indicated you had resolved the issue on your own. If you have any additional questions,or concerns, we can be reached at the contact details provided to you.
  
  Sincerely,
  ***************************, Executive Customer Assistance Team

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 19372553
  
  I am rejecting this response because:

  It took you 2 MONTHS to respond to an issue that was a SCAM, you gave my information to third party that made a fraudulent charge on my card. That is borderline credit card theft! 
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:02/06/2023

  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.

  McAfee Site security uses algorithms to flag sites as flags sites as inappropriate or dangerous. They have "randomly" WRONGLY flagged our business website (www.StyleLynk.com) site as a dangerous phishing site at least 2 times, causing site visitors to come to a "danger" page that warns them not to proceed to our website. We are not a phishing site (sites that try to steal people's information). We have proper security programs on our website and run daily security scans to prevent any malware and phishing. We contacted McAfee the last time they flagged our site, advising them that our website is a legitimate business where consumers can book appointments with hair stylists & make-up artists. This is hindering our business. If they had reason to think that your site was hazardous in some way, they should at least be required to notify you before they block your site.

  Business Response

  Date: 05/30/2023

  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 tried to contact you in February, but I was not able to reach you.
  
  Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Thank you,
  ***********************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:02/02/2023

  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.

  I have been using McAfee internet security for years. I have always renewed my subscription manually. My current subscription expires Feb 28th, 2023. I noticed a charge of ****** on my credit card for McAfee renewal on Jan 30th. I had a problem with that because I do not recall selecting automatic renewal and the bill was too much because it included a level of service which I did not request. I called McAfee and the rep promised to refund me and let me choose my service manually. The refund was not given. I called and spoke to another rep. **** one refused outright to give a refund. He said I signed up for the service and could not change my mind. He tried to sell me something different but I declined. I asked him to cancel the renewal and let me choose a plan that suits me. He said I can't because the renewal is already effective. The thing is that my current subscription expires Feb 28th 2023. I haven't started using the new subscription yet, not until March 1st, 2023. Why can't I cancel and choose a different plan for the new subscription which starts March 1st 2023? I feel like they have taken my money and there's nothing I can do about it. I have several issues with this situation:1 They signed me up for auto renewal without my consent 2 I couldn't change the setting on the website, no matter how much I tried. It had to be done by their rep.3 I tried to remove my credit card from their website but could not.4 They upgraded the level of service I had without my consent and charged me more.5 My renewed subscription is effective from March 1st 2023, yet as of today, Feb 2nd, 2023 they refuse to let me cancel the renewal and choose a more suitable plan.What I am seeking: I would like to be refunded the ****** and given a chance to choose the plan I want. I have not received any service yet and more than three weeks remain before the renewal goes into effect.

  Business Response

  Date: 02/13/2023

  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. 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: 02/13/2023

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

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My information was breached by the ******** hack of 2021, and also the recent hack. As a customer we get two years ********************** monitoring from ******** by McAfee, also I have McAfee security add-on as an addition purchase security feature from ******** by McAfee. I have 4 lines with my ******** Account, and I was having a problem with creating two of my McAfee security profile for two of the line. For one it took three days to get the issues corrected after spending one whole day on the phone back and forth with ******** and McAfee to get the security activate on one of my phoneline, it finally got activated January 26, 2023.Now, my main problem is with McAfee, Chase Credit Journey monitoring service and ********. I have had an account with chase credit journey monitoring service for many years, but on January 26, 2023, I got an email from Chase Credit Journey that my accounts were cancel and close, I was surprised because I never request for my service with them to be cancel. I reached out to them, and the representative pulled up the file and saw that McAfee requested for my account to be closed and deleted from the chase credit journey system. That is a breach of my security and privacy both by McAfee and chase credit monitoring service, because the services from each company are there to protect all their customers privacies, but not to violate it. Between chase and McAfee and also ******** they all violated my security and privacy by one company reaching out to the other telling them I request for my account to be closed, which I never did. Any company closing my account should have reached out to me first for Verification before making any changes to my account. I reach out to all three companies chase credit journey, McAfee, and ******** to file a complaint and see who send the original request to close my account without my authority, but none of the companies what to take responsibility.

  Business Response

  Date: 02/09/2023

  Spoke with the customer and was able to fully understand his issue.  I reached out to McAfee ******************* Services myself to get his issue resolved.  Customer is now satisfied.

  Customer Answer

  Date: 02/09/2023

   
  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:01/30/2023

  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 requested a refund but was told that the 60 days had passed and therefore I wasn't eligible for the refund. I've been paying for their services for over a decade and because I have a memory problem I didn't file this sooner than the four days after my last day to file for the full refund. They said my coverage will be in effect until 11/24/2023, but I told them I didn't care and wanted them to close my account and they said accounts, plural, which is confusing since I thought I had only one account? Anyway, aren't I entitled to anything back?

  Business Response

  Date: 02/21/2023

  Dear *****,

  Thank you for speaking with me regarding your complaint.

  As discussed, we will be providing a check refund for the charge of your McAfee subscription, as the refund back to your payment instrument failed. If you have any additional questions or concerns,please feel free to contact me directly.

  Sincerely,

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

  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:01/29/2023

  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.

  Very roughly 4 years ago I purchased anti-virus software for my **. As soon as I got it, I went to their online service portal and switched OFF automatic renewal. (I never requested it "on", McAfee defaulted it to "on".) At the end of each year I manually (explicitly) renewed when needed. Roughly 18 months ago my ** was having problems so I uninstalled their product. The ** eventually died and I bought a new one. However, McAfee auto-billed me via credit card for $79.99 on 12/11/2019. I called to have it refunded on 3/6/2020, call ref **********, but they said the "license agreement" forbid it. I had earlier asked my credit card company to remove the charge, but they eventually said they couldn't. (McAfee may have also auto-billed me in 2018, but I didn't catch the mistake then.) The key points are that I NEVER authorized automatic billing, and I never installed their software on my new **. (It's also known as "automatic subscription renewal".)Product_Or_Service: Anti-virus ** software

  Business Response

  Date: 02/13/2023

  
  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:01/28/2023

  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.

  I was charged for software I did not purchase

  Business Response

  Date: 02/08/2023

  Dear *******,

  
  This is ************************* again, with McAfees Executive Customer Assistance Team.
  

  Thank you for confirming that your issue has been resolved. I will now be closing your service request. If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to this message or call me directly at the number listed below in my signature.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  
  *************************************
  Executive Customer Assistance Team
  **********************
  

• Initial Complaint

  Date:01/27/2023

  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.

  McAfee charged my credit card without my permission. The charged it $162.36. I have had to call them twice about my refund. Now they are keeping me on hold for a ridiculous amount of time.

  Business Response

  Date: 04/12/2023

  The customer has been contacted by way of email and phone call to try and resolve the issue.

• Initial Complaint

  Date:01/27/2023

  Type:Customer Service 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: Svc Request 1-129374351 - Refund 12-D-W Yahoo McAfee Consumer Support <******************************************>To:************************* Thu, Dec 29, 2022 at 12:44 PM, was auto deducted payment of ****** on 12/28/2022, via email from company. Renew option was not given for 1 device only for 5 devices. On 12/29/2022 again called and Rep: *********************** and stated that I verses refund, I would been protected with an extention to June ****, initally I agreed. However today, 1/27/****, spoke with Rep: ****************** (Lnmae?) and was very presissent on getting another tecn for remove of all info from dark web and removal of unwanted applications, for the price of ****** dollars, We had a disagrement on and for any additional cost, therefore am writing the BBB. I had informed him that I wanted a refund and he stated that it would be possible for, the license number and authorization has been notated on my account.I will be getting a different Anti Virus installed today and remove McAfee.I thank you for you time, attention and assistance with this matter, with a full refund. *******

  Business Response

  Date: 02/10/2023

  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: 02/13/2023

   
  Complaint: 19318860
  
  I am rejecting this response because:  Attention had not been notated that I may wanting a full refund of $132.00 owed to me.  Secondly: Second McAfee Rep., started getting annoyed with me, getting louder on the phone with me, due to me rejecting his offer.  This conversation went on for approx., five mins.  due to not agreeing to pay extra of $180.00 for Dark Web removal.  I had even shared with him that I didn't have the funds at this time and not would I pay this amount.  As of 27th Jan 2023, i have deleted McAfee and gone with another Anti Virus company.  

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

  Business Response

  Date: 02/22/2023

  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: 02/26/2023

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