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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

  • 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/10/2023

    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.
    I got a message on my computer that my virus protection was expiring. I attempted to renew it. After I gave my information from my credit card, I got an email saying the request failed. I called the number and spoke to a girl who said I would not be charged the $59.99 fee. I looked at my bank statement and they took the money out of my checking account. I called the same number*************** in an attempt to get a refund but the girl said she had no record of my charge so it appears that they took my money for nothing.

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2023/01/26) */ Dear ******, This is Chris ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint. I am happy that we were able to locate your active subscription and update your existing account. Additionally, I received notice from our technicians that they were able to successfully install McAfee on your computer and assist you with stopping the unwanted messages appearing on your computer. If you have any additional questions or concerns, please feel free to contact me directly. Sincerely, Chris ******* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:01/10/2023

    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.
    Was billed $149.99 to my paypal account on Oct 20 2022. Canceled my account on Jan 3 2023 was told they would send it to billing and issue refund. Have not received refund. Called McAfee Jan 10 2023 they said account wasn't canceled and they couldn't send refund because it was more than 60 days in. They sent me an email on Jan 3 2023 that said I had turned off auto renewal. Would like to make sure that they canceled service and get a refund.

    Business Response

    Date: 01/24/2023

    Dear *****,

    My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. We have received your BBB 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). If you do not wish to call, you can also reply to the recent email message sent to you. I look forward to assisting you.


    Sincerely,

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

  • Initial Complaint

    Date:01/09/2023

    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.
    **See attached**

    Business Response

    Date: 01/23/2023

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

    My name is *************************. I am on the Executive Customer Assistance Team at **********************. I am sorry that I been unable to reach you to discuss 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 ****************************************.

    Please keep in mind that your case can always be reopened if needed by replying to the email I sent you directly.

    Thank you for contacting McAfee.

    Sincerely,

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

  • Initial Complaint

    Date:01/09/2023

    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.
    Mcafee took money from my account when I did not give them permission. I have tried calling them and also tried to email them but to no avail.

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2023/01/24) */ Dear***********, My name is Kandi *******. I am on the Executive Customer Assistance Team at McAfee. 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, Kandi ******* Consumer Response /* (2000, 8, 2023/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) They gave me a refund.

  • Initial Complaint

    Date:01/07/2023

    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.
    They charged my card that is no longer active. I no longer want their service. I cancelled within the 60 day policy. They refuse to give me a refund because I do not have the last 4 digits of the old card they used. They want me to give them a new card to get a refund. They will not explain how they have been able to charge a card that does not exist. I do not trust giving them my card information. I have reported this to my bank. If there are criminal charges I need to file against them as well, I am willing to do so.

    Business Response

    Date: 01/23/2023

    Dear ******,

    This 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.

    I received your message stating that your request for a refund was previously resolved by our support team. We have noted your comments regarding your experiences with our support team for further review of those interactions.

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

    Sincerely,

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

  • Initial Complaint

    Date:01/05/2023

    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 would like my subscription dates corrected to 1/26/23-1/26/24 before it runs out since I have already paid for it. See below for documentation. As of today, they are still wrong.November 27, 2022 *McAfee charged my credit card $106.34 for renewal for Total Protection for 5 devices 12/27/22-12/27/23.November 29, 2022 *I spoke to *********************** to request a refund of $106.34 and replace with current advertised price of $37.21. *I received email she issued refund. I also received an email with the correct price of $37.21, however the dates were incorrect. The dates showed were 12/27/23-12/27/24, but should have been 12/27/22-12/27/23.*I called and emailed McAfee support of error with dates. Ticket #1-126219921.*Received email from McAfee Ticket has been resolved.December 7, 2022 *Spoke to Natina advising date error not corrected. Gave me Ticket # 1-127135351 and transferred me to billing.*Spoke to ****** in billing. He said it was technical error. Submitted to Sr. **** team. 5-7 business days resolution.December 16, 2022 *Spoke to Milani sent me to specialized support team billing.*Spoke to Aniruoh. He said calls have been made to me. I advised never received any calls or messages. He said he gave me a license extension until 12/27/23 and correcting dates.December 19, 2022 *Nothing corrected. Spoke to *****. She gave me a 30 day license extension until 1/26/23 due to holidays and will send confirmation.December 20, 2022 *I received voice mail from ******* (supv) that issue was resolved.*Received email issue resolved.*I spoke to ****** requesting supervisor since issue has not been resolved. Supv. not available,will have supervisor call me. He reopened ticket.December 21, 2022 *Spoke to ***. He would not give me a supervisor. He said they are working on fixing the dates to 1/26/23-1/26/24. Give them 3-5 business days. He will call or email when complete.January 5, 2023 *As of today, nothing has changed and I have not heard from anyone.

    Business Response

    Date: 01/23/2023

    Customer issue has been resolved. According to her subscription and the issue at hand, her subscription has been extended to the correct expiration date.

  • Initial Complaint

    Date:12/30/2022

    Type:Sales and Advertising 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 keep receiving emails from this company. When I click on the "unsubscribe" link it takes me to another site where it gives you options on their package prices. I cannot unsubscribe from this business emails. I have reported it as scam on my emails and I still get these emails at least 3 times a day.

    Business Response

    Date: 01/31/2023

    Business Response /* (1000, 5, 2023/01/20) */ Dear**************, My name is *************. I am on the Executive Customer Assistance Team at McAfee. 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:12/29/2022

    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.
    Unable to contact customer service about a refund. **********************'s only option is to call their 24/7 hotline and stay on hold for 30 minutes to an hour before being disconnected. Order number #CS3168933780

    Business Response

    Date: 01/23/2023

    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

  • Initial Complaint

    Date:12/28/2022

    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.
    11/25/22 I activated serial number ***************************** and was then charged for a renewal by this company. I have made several attempts to clear this up and was only issued the credit for the amount charged. No one will assist me in getting the product that I activated going on the computer.

    Business Response

    Date: 04/06/2023

    Dear *******,

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

    Per my message on January 25, 2023, we reviewed the McAfee product keys you provided by email, and they were previously redeemed on your account. We did not find any additional McAfee accounts associated with the email addresses you provided as well, your current McAfee account is associated with the email address provided in your complaint.

    At this time, you will need to activate one of your remaining product keys on your account at ******************************************** to add it to your existing account. If you have any additional questions or concerns, please feel free to contact me directly.

    Sincerely,

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

    Executive Customer Assistance Team

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

    Customer Answer

    Date: 04/07/2023

     
    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:12/22/2022

    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.
    My husband bought a new Laptop. Used McAfee to protect it. Used my bank card to pay for it because he doesn't have a bank card. 1 year later his service with them is about to expire and without calling me first they took $95.70 out if my account. When I called to get my money back they gave me half and tried to sell me there services. I told them I just wanted my money back they have done nothing but lie to me and give me the run around for the other half. The $95.70 came out 12/2/22 and I called them right awsy....like that night. I received $47.86 as half the refund on 12/5/22 and that's when all the lies and the run around started. I've called numerous times, been told told a supervisor will call me back...when I didnt get the call I called them and was told there was no supervisor available. I have had enough and I just want the rest of my money. Its not hundreds of dollars but its my money and they did not have permission to take it in the first place. Thank you. *****************

    Business Response

    Date: 01/25/2023

    Business Response /* (1000, 5, 2023/01/05) */ Dear Ms.******, I want to thank you for continuing to work with me regarding your concerns. Please feel free to contact me directly, if you have any additional questions, or concerns related to your complaint. Thank you, ************** Executive Customer Assistance Team Consumer Response /* (3000, 7, 2023/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not heard back from them at all about this case and I have yet to receive a refund, a return call or email. No communication what so ever!! Business Response /* (4000, 9, 2023/01/17) */ Hello Ms.******, Thank you for confirming that the refund of $47.86 was received on January 12, 2023. Please feel free to contact me directly, if you have any additional questions, or concerns related to your complaint. Thank you, ************** Executive Customer Assistance Team

McAfee, LLC is NOT a BBB Accredited Business.

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