We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 653 total complaints in the last 3 years.
  • 127 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2023

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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,

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

  • Initial Complaint

    Date:01/23/2023

    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.
    I shut off auto renew and left an expired card on file because I had no intentions of renewing. When November came around they ignored this and pulled up an old card I used (which happens to be my 80 yr old moms credit card). I called and spoke to one person and received a ticket number but they didn't do anything. I called back and talked to 3 different people, the first guy acted totally annoyed and bored by me, he yawned in the phone WHILE I was speaking and transferred me to someone else. The second guy said he would transfer me to billing, the phone rang some 30 times and no one ever picked it up. I called back and the lady I spoke with said the money would be returned.. a month later and still no refund. I am low income, I can't afford this which was why I wasn't going to renew, I uninstalled the app from my everywhere. I have the ticket number and screenshots showing as much of this as possible. Can you please help me!

    Business Response

    Date: 02/08/2023

    Dear ****,

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

    Thank you for speaking with me regarding your McAfee account and support experience. As mentioned, I sincerely apologize for the unsatisfactory experience you had when contacting our support team about the renewal charge on your McAfee account.

    Per our conversation, we are providing a check refund, as our system's attempt to return your funds to your payment instrument failed. Generally, most customers receive their checks within 2 weeks; I will send you a confirmation email, once I receive notice your check has been mailed.

    If you have any additional questions or concerns, please feel free to reach out to me directly.

    Sincerely,

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

    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:01/21/2023

    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 received a credit card statement with a $160 charge to Mcafee. I called the Mcafee customer service number to cancel it and the first person I spoke to gave me the number **********. I called it and spoke to a rude woman I could not understand because of a heavy foreign accent. I gave her every email address I have ever had and she finally found the account under an old email. To the best of my understanding, I have Macafee lip service (she would not spell it but said it over and over) which could not be refunded because it is beyond the cancellation window. How can I cancel a subscription I don't know I have before I receive a bill stating that I have been charged? I have another service that is $50 and when I asked the name of that service she was quiet for a long time, then I heard a click. She hung up on me. I also own a small business and I intend to check each and every computer for Mcafee subscriptions and cancel every single one if this issue is not resolved to my satisfaction. Surely I can find a company who will treat me better.

    Business Response

    Date: 02/07/2023

    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.


    Thank you for contacting McAfee.


    Sincerely,


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

  • Initial Complaint

    Date:01/20/2023

    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.
    Paid ****** in October 2022 for a year of virus, computer died in November 2022 Purchased new computer and requested ************ 1/20/2023 They stated I could not get refund because it was past 60 days . When my computer stopped working it was within the time but they make it impossible to get ahold of them I am requesting a ****** refund as I have not been able to use the product

    Business Response

    Date: 02/07/2023

    Dear Ms. 

    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:01/20/2023

    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.
    I tried to cancel my subscription to Mcafee internet security. I was told that it had been over 60 days from my renewal date that I could not get a refund. The date they charged my credit card was Nov. 1 ***** but the actually renewal date for the service was Dec. 2, 2022. They charged the credit card a month before the actual renewal date. I asked to cancel on Jan 19, 2023. They said the 60 days starts on the date the credit was charged not on the date the service is renewed. This is very bad business practice. I have been a customer for several years. I like their product but there refund policy is terrible.

    Business Response

    Date: 02/10/2023

    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: 02/13/2023

     
    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,

    *****************************.          I was told that I would get a refund for my purchase. As of today I have not received my refund. I contacted the company and was told they would find out what is going on.

  • Initial Complaint

    Date:01/19/2023

    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.
    Business was supposed to provide a refund of $162.36 on 1/13/2023 via bank transfer. They have not done so the refund information is below: REFUND TOKEN :-ORDER NUMBER = MLRN-3973896/CUSTOMER NAME = ***************** CUSTOMER NUMBER = *************** E-MAIL ID = *********************** CANCELLAION ID = ******* REFUND ID = ***************************** UV ID = ******** UV PASSWORD = **** REFUND AMOUNT = $162.36 BANK NAME = CAPE COD BANK AGENT NAME = **********************DATE = 01/11/2023 __________________________________________________________________________________________________________ALL THE MCAFEE PAID BATCH FILES REMOVED FROM YOUR COMPUTER AND YOUR SUBSCRIPTION WAS CANCELLED.SHARE YOUR REFUND ID WITH OUR BILLING MANAGER FOR AN INSTANT BANK TRANFER. DURING THE REFUND PROCESS YOU ARE NOT REQUIRED TO SHARE ANY PERSONAL/BANKING CREDINTIALS OVER THE ****** YOU ARE REQUIRED TO SIGN IN TO YOUR BANK ACCOUNT TO ACCEPT YOUR PAYMENT WHICH WILL SENT THROUGH ONLINE PAYMENT GATEWAY.NOW PLEASE WAIT 4/5 MINUTES OUR BILLING MANAGER WILL CALL YOU.THANK YOU FOR USING MCAFEE

    Business Response

    Date: 02/01/2023

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

    My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
    To confirm, the text message you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. McAfee does not send invoices, or renewal information via text message. Additionally, McAfee will never ask you to log into your banking account, in order to process a refund.

    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 10am to 7pm Central Time (US).

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

  • Initial Complaint

    Date:01/19/2023

    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.
    1/18 I was charged for a renewal fee. I called to ask why I was charged since I only bought a one year subscription. I told them I wanted to cancel after this payment and end the subscription. They took it upon their self after being told not to charged my card 279. Plus the renewal fee of ******. The ****** is being refunded. They charged my card 279 with out my approval. That is very illegal. Now I'm out over $400. Till I receive the ****** back.

    Business Response

    Date: 02/06/2023

    I responded to the customer complaint by sending an email, and the customer has responded to my email and was waiting to hear from me.  Called customer and left a voice message, now waiting to hear from the customer.

    Customer Answer

    Date: 02/10/2023

     
    Complaint: 19315784

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 02/15/2023

    The account shows the customer was refunded in the same day he was charged.  I've tried reaching out to the customer occasionally, but I have not heard anything else from the since his last reply. 

  • Initial Complaint

    Date:01/18/2023

    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 received a notice on my computer that my McAfee had expired on 1/12 23. I paid $54.99 for one year renewal on 1/13/23 order conformation # CS3186199977, I am not receiving that service. I have notified McAfee everyday since then and requested a refund without any response. I also called their customer service and the agent wanted me to download everything on my computer, that I wouldn't do. Please help me receive the service I want.

    Business Response

    Date: 02/01/2023

    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 request. 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:01/14/2023

    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.
    I have no idea what to say or do with McAfee. I am being bombarded constantly with notices that my subscription has ended and that I am in danger of all kinds of virus attacks, but I notice they all seem to come from different addresses. One night, I actually went on a **************** chat line with ********************** after I saw on their website that I am paid up until ****, so that already told me that many of these notices are fraudulent and are there only to scare me into paying money. I asked in the chat if what I saw on the website was accurate, and they said yes. I told them about the bombardment of messages demanding payment; I was told in clear English that those notices are fraudulent and not to be considered accurate. All well and good, but the notices never stop coming in. For a while, I was reporting them to McAfee, but that changed nothing. I don't know how to react or if what I am doing is helping or hurting. I need clarification and guidance because I am left wondering just how much of a risk I am taking by ignoring the flood of messages that are designed only to scare me.

    Business Response

    Date: 01/25/2023

    Dear *******,

    My name is *************************; I am a supervisor 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 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).

    Sincerely,

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

  • Initial Complaint

    Date:01/13/2023

    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.
    9-9-2022 charged $137.14 on discover invoice cs3100027747 9-14-22 i contacted discover to challenge this transaction.discover told me they will reach out to them i reached out to mcafee to remove my card from auto renewal status, and get a refund online please note 10-9-22 is the renewal date, fee was charged 30 days before due date! 11-11-22 status of account shows cancelled. invoice #cs3142705022 i don't have a refund, or active virus protection. i have contacted them on 3 occasions in the last 90 days for a refund ************************ is the email used.ticket# 1-129855621

    Business Response

    Date: 02/01/2023

    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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.