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:12/08/2022

  Type:Billing 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 received an e-mail on this date ( 12/08/22) stating that I was being billed $599.99 to my account for a recent purchase of McAfee Advanced Threat Protection. I never purchased this service and don't even know what it is for.

  Business Response

  Date: 12/15/2022

  Hello ********************,
  
  My name is ***************************, and I am with the Executive Customer Assistance Team here at **********************. Based on your description, we suspect the email received is a phishing attempt 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 *******************************************. Additionally, I am unable to locate an existing McAfee account associated with your email address.
  
  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:12/05/2022

  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 got an illegal bill fromMcAfee Total Protection Antivirus sent to me by Paypal for $249.00 which I never ordered. How should I proceed n this case. I never had someone send me a bill for something I never ordered.

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/12/07) */ Dear ********, My name is Lauren********. 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 issue, however, I see that you have requested no further contact from McAfee. Looking into the account associated with the contact details provided, I see that you had a subscription that automatically renewed on November 18, 2022, in the amount of $139.99, and you contacted our support team on November 25, 2022, and a refund was processed at that time. I am unable to locate a PayPal charge in the amount of $249.00. 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. If you did receive a second charge, could you please provide the email address associated with the subscription, an order number, or an attachment of the email received, we will be able to check our records for a second account. We suspect you may have received a phishing email, as the price point that is mentioned is also higher than McAfee's antivirus products. If you have any further questions, I can be reached using the contact details provided to the Better Business Bureau. Thank you, Lauren******** Executive Customer Assistance Team Consumer Response /* (2000, 7, 2022/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/02/2022

  Type:Billing 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 hd a two year subscription that started on as 2/26/21 b/c of McAfee messing up my account. I got a laptop in sept of 2020 an they set up an account for me w/o my permission. The system was returned and a new systEm received. When I tried to install the software there was a problem. I reached out to McAfee and they gave me a extra 30 days for the inconvenience. Thus my subscription should not have started until 02/26 my account has been charged for a renewal in december which is more than 60 days in advance. There is mo way to contact someone at McAfee. No phone number or way to enter a inquiry on the website went to ******* (which is what I did last time. And it just sends you into a bot loop repeatedly

  Business Response

  Date: 12/08/2022

  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 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:11/30/2022

  Type:Billing 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 had a subscription for Mcafee for my computer. The auto renewal is supposed to be coming up in December 2022 but we weren't going to renew because we now have ******. On September 6th the account auto-renewed for $138.11. I called Mcafee on ***** after we received the September bill and requested a refund because we didnt want to renew and it was 3 months early. I was told we would receive a refund and the account cancelled. We never received a refund and on October 6th the account was auto-renewed again for $138.11. On ***** I called and stated the problem of the initial non-refund, and the second charge for the auto-renewal. I requested to speak to a supervisor and left my call back number. A supervisor, nor anyone else from the company ever called me back. On ***** I again called and again re-iterated the non refund, the 2 charges for auto-renewal and the lack of response. Again I requested a supervisor and again I was told they were not available. I again left my number but requested an incident number to reference. I received an incident/reference # of 1-125844901. It is now 3:30pm on ***** and I still have not been called by any representative of the company. Should you need any additional information, please contact me at your convenience. Thank you.************************** ************

  Business Response

  Date: 12/15/2022

  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 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:11/30/2022

  Type:Billing 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.

  On November 25 I discovered an unauthorized charge of $149.99 in my bank account from McAfee. I contacted McAfee and at that time they informed me I had two subscriptions. They would merge my accounts, and I would be covered until May **** (I was aware of my subscription expiring in March 2023). November 26: service not working. After 3hrs still not working, asked for full refund. They told me a manager was not available to issue my refund so someone will contact me in 24 to 48 hours , well almost 72 hours later I called again since I had not heard any communication from them. After much talking and insisting, a manager finally got on the phone with me and explained to me that they couldn't issue my refund because they hadn't received the funds from my bank at that time , I questioned whether this reason was legit as it sounded shady, but they promised me that that was the reason they had not issued my refund. He said that he would promise to email me in a few hours to let me know where everything was but I have not heard from him and it's almost been 24 hours , after getting off the phone with him, I contacted my bank and they informed me that the charge has been posted to my account for three days, therefore ******* should absolutely have my money to refund. I truly feel that I'm getting the runaround. Obviously I did not authorize that transaction and did not get the service that they charged me for. And obviously they are not willing to refund me my money , I have filed a dispute with my bank, but of course that is inconvenient for me as now my debit card has been closed and I have to wait for a new one. Please help with this issue as I feel this company is not legit. Oh, I forgot to mention the credit card they had on file for me had expired in October. I never went in and updated that expiration date, so how did they charge my debit card? My bank informed me that they should not have been able to do that. Most of my communication with them has been via phone.

  Business Response

  Date: 12/14/2022

  Dear ****************,
  
  My name is *************************. I am on the Executive Customer Assistance Team at **********************. I was not able to reach you to discuss your concerns.
  
  I have emailed you directly with specific information related to your McAfee account and refund request. Subscriptions enrolled in automatic renew will renew annually per the terms of the automatic renewal policy. You can read more about this setting in the *** from our knowledge base, ************************************************************************************************.
  
  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:11/29/2022

  Type:Billing 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.

  On Sept 4 they they charge my card without permission and I got refund next day. I was charged again on Sept 19 and have been through pure **** trying to get my money back. The charge was for $84.99. I was confirmed that my account was closed and thus should not happen again. They attempted to allow me to put my card number in on some system but it was not working because my card they had on file was not the card I have because I had different card because of their fraudulent activity on my account so my bank froze my account. I have called since Sept which it is now Nov almost Dec. I have had 5 different service request where I was promised I was going to receive a call no need for me to call, my request has to be escalated and wait 3-5 bus. days, and no response or sense of urgency to resolve this matter. Out of the many calls, one agent sent out a check and the post office did not deliver the check, so I did not receive it. They keep saying it was refunded on Oct 5, but it can't because my security code that they have is not the same on the card I have because I had to get another bank card. I've explained this situation so many times with no resolution for over 2 months is VERY frustrating. It should NOT take this long to process my refund. They should not have taken an unauthorized payment and nor refund me my money or take me through all these loops. I receive emails through the waiting process to contact them and when I do they tell me they have to escalate and I have to wait another 3-5 business days they promise it will get resolved and I got an email this morning saying my last request number *********** was closed due to no contact. The guy told me I was going to get a check and that dept is going to call me. It's been passed the 3-5 bus. days and I'm over it calling and explaining to get no where. I just need my refund.

  Business Response

  Date: 12/15/2022

  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 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: 12/16/2022

  I have a received a reply with a resolution. My check has not mailed yet she said it takes 3 weeks to process.

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/12/15) */ Dear Ms. ******* 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, ************* Consumer Response /* (3000, 10, 2022/12/16) */ I have a received a reply with a resolution. My check has not mailed yet she said it takes 3 weeks to process.

• Initial Complaint

  Date:11/29/2022

  Type:Billing 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 am seeking reimbursement from McAfee in regards to a renewal fee that went through ******************** account. When I brought it to their attention, they were not willing to reimburse the fee back to the Estate. I reminded them that it was a yearly charge for someone who was no longer alive and no longer required their service. They also should reimburse last year's charge prorated as **************** on December 24, 2021 and the yearly charge had also just went through for 2022 (which *********************************). I just want McAfee to reimburse the charges as I feel regardless of going past the 30 day limitation, I was not aware of these things until recently (November 29, 2022). Estate files are lengthy in time and this should be noted by McAfee.

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/07) */ Dear Ms. ****, 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 issue. I have tried to contact you by phone and email, 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:11/29/2022

  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.

  see Attached document Click here to Get the File - use the Password:********* *****************************************************

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 8, 2022/12/27) */ Dear *******, My name is**************; I am a supervisor on the Executive Customer Assistance Team at McAfee. I 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). 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 McAfee

• Initial Complaint

  Date:11/29/2022

  Type:Billing 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 received an email at 1:18 on November ************************************* for my purchase of McAfee. When I woke up the next morning I followed the link and created a password to see the information of the person making a purchase using my email address and to ensure it wasn't someone stealing my identity or using my credit card info. I asked for them to close my account and delete my email because I did not purchase this. The person that supposedly did, didn't live any contact information in the profile or even a real name. They refused to close my account stating that they needed to find out who made the purchase. I was almost promised repeatedly I would receive a call in ***** hours which never happened and I just chatted with them again at 5:30 on Nov 29th and they stated that they still won't close my account. I feel for a internet security company they don't really care about my security.I am writing this because I would like them to close my account and remove my information from their system, which they are refusing to do.

  Business Response

  Date: 12/09/2022

  Dear ********************,
  
  My name is *************************. I am on the Executive Customer Assistance Team at **********************. I was not able to reach you by phone or email to discuss your concerns.
  
  Our support team was not able to fulfill your request at the time of your first contact because the validation steps had not been met. When the validation information was received, we were able to complete the request. I have contacted you by email with additional details.
  
  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:11/28/2022

  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.

  I wanted to renew my protection. I saw a notice about a Black Friday special so I tried to sign up online but it wouldn't work. I called and gave the gentleman I spoke to all the information needed. I wanted to pay with a prepaid credit card and he kept stating I could not do that but I did that the first time. He told me he would have a supervisor call me in 10 days.

  Business Response

  Date: 12/07/2022

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

  Customer Answer

  Date: 12/17/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was able to renew my McAfee subscription I am happy with the Company respond.
  Thank you