Business Profile
Computer Services
McAfee, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 653 total complaints in the last 3 years.
- 127 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/21/2022
Type:Customer Service IssuesStatus: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 representatives refuse to give MD support full refund for unwanted and unused services that I have no devices registered to. They refuse to delete my personal information and keep charging me for services I firmly said I don't want. I dont even know how they got my card infoBusiness Response
Date: 01/19/2023
Business Response /* (1000, 5, 2023/01/05) */ Dear********, My name is Chris********; I am a supervisor on the Executive Customer Assistance Team at McAfee. 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). Sincerely, Christopher******** Executive Customer Assistance Team McAfeeInitial Complaint
Date:12/19/2022
Type:Billing IssuesStatus: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.
12/19/21 I received an email I was being charged $139.09 from Mcafee LLC. I did not have an account, that I knew of. I called and asked to cancel, with a refund. They sent back an email saying it was resolved. That's when I made The mistake and assumed they would follow through with those 2 things. 12/19/22 I received an email that Mcafee LLC charged me $160.49. I called and asked to cancel, with a refund (again). That's when I realized they never refunded $139.09 from 2021, also they canceled my subscription. They said they can not refund me from last year because it expired and they said they can't help me. They said they have notes that said I didn't ask for a refund and won't send me the transcript. We don't use this product on any of our computers and we never have. I did not even realize until 2021 I was Getting charged, PayPal sent the first email about the charges in 2021. I started getting charged in 2019.Business Response
Date: 01/19/2023
Business Response /* (1000, 5, 2023/01/03) */ Dear******************* This is ************s again, with McAfee's Executive Customer Assistance Team. Per our conversation today (Jan. 3, 2023), we have cancelled your McAfee LiveSafe subscription associated with the email address, ********************* This subscription will no longer renew per your request, and we have removed your payment instrument details from our system. We sincerely apologize for any inconvenience you may have endured while attempting to resolve this issue. If you have any additional questions or concerns regarding your McAfee account, please feel free to contact me directly. Kind Regards, ************s Executive Customer Assistance Team McAfeeInitial Complaint
Date:12/18/2022
Type:Customer Service IssuesStatus: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.
RE: Service Request************ I purchased a 2-year Internet Security subscription. Right away, it did not function as advertised. The VPN has never worked correctly. I complained after a few weeks and got no reply. Months later, they say I can't get a refund. I don't use this product at all since it doesn't work. I can't even get it to open on my phone any longer. The VPN only works on my home network-I don't need it on my home network-it's supposed to protect me while on a public wi-fi connection. I called and was told a supervisor would call me back. Never happened. I keep getting emails stating the issue has been resolved-IT HAS NOT BEEN RESOLVED. I want a FULL REFUND for my purchase. This product is garbage, and this company does everything it can to avoid refunding my purchase. I ended up having to buy an internet security subscription from another company (more expensive) because McAfee was such a useless software.Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/12/28) */ Dear Mr. ******, 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 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may reach me at ************************* Thank you for contacting McAfee. Sincerely, ************* Consumer Response /* (2000, 7, 2023/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was issued right away after complaint was made.Initial Complaint
Date:12/16/2022
Type:Billing IssuesStatus: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 received a invoice from McAfee LLC via email in the amount of $399.00, when I called the number to dispute the amount, I advised them that I did not even own a computer and wanted to dispute the charges or cancel they hung up on me, I continued to call back and they continued to hang up on me.Business Response
Date: 12/19/2022
Hello ******************,
My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. To confirm, the email you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee ******************* and we also don't have any home user products at that price point. Emails originating from McAfee will come from a sender with a "mcafee.com" domain, and our official support contact information can be found and verified at *******************************************. Additionally, I am unable to locate a McAfee account associated with contact details provided.
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 TeamInitial Complaint
Date:12/16/2022
Type:Customer Service IssuesStatus: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.
************************* ******************************************** 14, *************************************************************Business Response
Date: 01/04/2023
Customer has been refunded per her request.Customer Answer
Date: 01/05/2023
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my money back.
Thank youInitial Complaint
Date:12/15/2022
Type:Billing IssuesStatus: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.
In October of 2022, I cancelled my auto-renew on my McAfee Total Protection Plus Plan so that I would not be charged for another year's subscription. My plan's subscription ended in October of 2022 so I thought that my plan's subscription would not renew and I would not be charged. In December of 2022, I got an email from McAfee asking me to turn my auto-renewal back on. This was odd because, in my mind I had cancelled my subscription. I logged into my McAfee account and saw that I was charged $137.79 in September of 2022 - one month before my subscription would actually expire.I called customer service and spoke with a woman named Tamil. She said that she could not give me a refund because it was 60 days past the auto-renew date in September. She said she checked with someone else to what she could do and again said she would not be able to provide a refund. When I asked to speak to a supervisor, she said one wasn't available but she would have one call me at 1:00 am. I told her that is not acceptable and that I would be asleep at 1am. She then said she scheduled a call back from the supervisor at 9am the next. Well guess what...I never received a phone call. Big surprise!I asked if I could received a pro-rated refund for the remaining 9 months of the subscription because I did not want to to renew the subscription in the first place and I don't want or need it going forward. ***** also said this was not possible.I noticed there was a 30-day refund policy and a 60-day refund policy which tells me this is a regular scam McAfee is trying to get away with. They sneak in products and renewals hoping no one will notice. I shold have been more pro-active in my subscription but I didn't think McAfee would scam me. I am requesting a pro-rated refund for the remaining 9 months of the subscription even though I fell I am entitled to a full refund.(P.S. They also charged me $40 in Februrary for another product I didn't want or need but it's too late for that)Business Response
Date: 12/21/2022
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 7am to 4pm 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:12/14/2022
Type:Customer Service IssuesStatus: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 called mcafee about an issue I had with my computer. My computer had gotten some type of malware and had stopped working. They helped me get my computer back online. I had already had a subscription with them but *********** (Technician) said it was not good enough. He was tellling me what could happen to my computer if I did'nt get the one that was better. So I did get the better one because I needed my computer to have virtual calls ******************* I told them I did not have the money to get the better one and they understood. ***** gave me the option to pay in installments. So I did. But when the checks did not come when they thought the should they started harassing about the money! I told them I could not control the mail and to give it a few more days. I told them the mail may be slow because of the holidays. But they just kept calling me. They called me sometime 4 and 5 five times a day. They kept harassing me about the checks. So I just got frustrated and told them to cancel my order and return my refund even if it was a partial one. They said they would not, so I request to talk to a supervisor, he said he was the supervisor, so I asked him to let me talk to his supervisor and he told me his supervisor was ************************ and they could not be reached because they were in a meeting. I asked for his name and he refused to give it to me. So I told him I would contact the *** to see if they could do something about this situation and he said he didn't care. He was not the Technician that serviced my computer, *********** was the guy that performed the service on my computer, but the guy that answered the phone said ***** was with another customer and could not come to the phone.Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/12/27) */ Dear *****, McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee to perpetrate any number of fraudulent activities. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. Thank you for bringing this to our attention. For additional resources on avoiding scams and fraud campaigns, please see our scammer education page at ************************************************************************************ You can also report any suspicious emails using the McAfee name and/or logo to our internal security team for review at **************** We look forward to working with you in the coming days to ensure that your computer is properly protected and secure with the subscription you purchased earlier this year. If you have any additional questions or concerns, please feel free to contact me directly. Sincerely, ************* Executive Customer Assistance Team McAfeeInitial Complaint
Date:12/14/2022
Type:Customer Service IssuesStatus: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.
Latest contact from Mcafee- 12/14/2022 My email is contacted monthly, usually several times a month for well over 1 year now claiming they are auto renewing my product I originally purchased from them and charging my bank or credit card. I have never done business with this company and never will. How they acquired my email address I do not know. Please ask them to stop, desist, all contact with me since they do not offer a web address at their web site to contact with this matterBusiness Response
Date: 12/22/2022
Business Response /* (1000, 5, 2022/12/16) */ Dear Mr. *****, My name is **************. I am on the Executive Customer Assistance Team at McAfee. We have received your complaint, and would like to get in touch with you regarding your concerns, however, I see that you have requested no further contact from McAfee. I am unable to locate an account associated with the email address you provided. Based on your description, we suspect the email(s) received are phishing attempts using the McAfee name. Emails originating from McAfee will come from a sender with a "mcafee.com" domain, and our official support contact information can be found and verified at **************************** We have received reports from McAfee customers and non-customers of phishing emails being sent to their email boxes using the McAfee name. We urge you to not click any links included in those emails and to report them as spam/phishing per your email provider's reporting process. You can read more about phishing emails in the article found here, ************************** Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. You can forward suspicious emails using the McAfee name directly to **************** If you have any further questions, I can be reached using the contact details provided to the *********************** Thank you, ************** Executive Customer Assistance Team Consumer Response /* (2000, 7, 2022/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) apparently, there is fraudulently groups or peoples using your company name to contact me. I guess I will report further contacts to your fraud department. thank you for looking into this matter for me. ******* *****Initial Complaint
Date:12/14/2022
Type:Billing IssuesStatus: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.
see Attached document Click here to Get the File - use the Password: ******** *****************************************************Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/12/21) */ Hello Ms. *****, My name is L*************, and I am with the Executive Customer Assistance Team here at McAfee. To confirm, the email you received did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The price mentioned is much higher than even our McAfee TechMaster service, and we also don't have any home user products at that price point. Emails originating from McAfee will come from a sender with a "mcafee.com" domain, and our official support contact information can be found and verified at **************************** 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 Consumer Response /* (3000, 7, 2022/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need you to assist me in recovering my funds. I retired from the school system in 2021. Your assistance would be appreciated. Respectfully, *******. ***** Business Response /* (4000, 9, 2023/01/03) */ Hello Ms. *****, 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 TeamInitial Complaint
Date:12/12/2022
Type:Billing IssuesStatus: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.
Transaction Date: 12/06/2022 Amount: $130.64 Charge to my credit card without my authorizationBusiness Response
Date: 12/22/2022
Business Response /* (1000, 5, 2022/12/19) */ Dear ******, This is ************* again, with McAfee's Executive Customer Assistance Team. Per our conversation, we have issued a refund for the recent charge you incurred for the renewal of your McAfee subscription. We have also disabled the renewal feature associated with your subscription to prevent future charges. If you have any additional questions or concerns, please feel free to contact me directly. Sincerely, ************* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 7, 2022/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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