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:10/21/2022

  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.

  I received the following email today. I have been trying to contact McAfee Secure for more than 2 hours without success. I have called their customer # 4 times and after waiting for some time, I am disconnected. On the 4th call, I asked to speak to someone whom I could understand & "*****" hung up on me. The one time I did speak with someone I was told that my account had already been charged $******. Jokes on them-I don't have $****** in my account. If by some reason they were able to get a hold of my account ***** am charged overdraft fees by my bank, I expect to be reimbursed. EMAIL:Your Subscription With McAfee SECURE Will Expire and will Be Auto-Renewed today. Our team is dedicated towards providing you an efficient service ahead. Customer Support- +1 ***************** ID : ************** PRODUCT DESCRIPTIONAccount Type : Personal Home SubscriptionProduct : MacAfee PC CareDevice : Windows PC (Up to 3 Users)Quantity : 1Tenure : 3 YearsPayment Mode : Auto-DebitRenewal Amount : $ ****** This E-mail confirms that You've Renewed your 3 Year Subscription with McAfee for $ ****** on November 22 2021.This Subscription will Auto-Renew every 3 Years unless you turn It off. No later than 48 hours of before the end of Subscription Period.We thank you for being our Wonderful Member. For any Suggestion/Cancellation of the Subscription you can reach our Support team at ************** RegardsMcAfee ********************************************************************************* 2021 McAfee, LLC. All Rights Reserved. Order no 8pgm-0kim-pq-e2c0 is confirmed Mon, Nov 22, 2021 10:14 am *************************** **********************

  Business Response

  Date: 02/09/2023

  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 *******************************************.
  
  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:10/21/2022

  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.

  I called on 5-14-21 to cancel my McAfee service just two days after joining. They promptly canceled the service and provided conf#**********. They promised refund of $64.94. I called again on 5-31-21 and was told they had an error and I would have to reapply for refund on service.mcafee.com. I did. Still nothing received. I called again today on 6-15-21 and was told the same story. I was connected to supposed supervisor named "Maex". She provided new reference #1-68840701. Said because they had "an unusual error" it would have to go thru other channels and could take several more weeks. I just want my money refunded immediately. They were so quick to cancel my service but getting my refund is worse than pulling teeth. They have sooooo many bad reviews of the same type issue. This company needs to be shut down if they aren't going to uphold their promises. I expect to be refunded $64.94 immediately.

  Business Response

  Date: 02/08/2023

  Dear ******************,
  My name is ****************************  I am on the Executive Customer Assistance Team at **********************. Looking into the account associated with your contact details,we see that the refund of $64.94 was successfully processed in June 2021. 
  
  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.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:10/21/2022

  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.

  This company charged me for antivirus when I haven't used a computer in a few years. I don't believe I have ever used them since I got rid of my computer and suspect if I ever used it beyond a free trial on it which I have had for a long time. The company had no details or documentation on me or on my name nor did they know why I was being charged for an annual subscription when I called them to dispute my Amex Charge as directed by my creditor. They had no records on file of why I was charged ****** and had no records of me in their system at all. They in turn told me to submit my credit card information in their automatic system to look into it further and a few days later after I submitted the credit card information in their system , they used that information I supplied to dispute the charge to my creditor as supporting documentation saying I had actually purchased their services. They are a corrupt company who refuses to credit people who are scammed by them.

  Business Response

  Date: 02/21/2023

  Dear *******,

  This is ************************* again, with McAfee.

  Thank you for speaking with me regarding your complaint. I hope that we can continue working together to bring your issue to a close. If you have any additional questions or concerns, please feel free to contact me directly.

  Sincerely,

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

  Executive Customer Assistance Team

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

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19321856
  
  I am rejecting this response because this matter has not been resolved yet nor have I been reimbursed and I am not confident that it will be rectified at this juncture considering this has been going on since May, 2021. I have sent an email reply to ***** at McAfee below who has been helpful. Now that ***** is involved we are hopeful this matter will get rectified and the credit will be issued:
  

  10:38 am Feb 22, 2023

  Hi *****, 
  
  Per our discussion & your request I am sending u a copy of the Am Ex receipt for $127.19  for services billed by McAfee through Apple on my **************** in 2021 that I submitted in my BBB complaint.  
  
  Since u cannot access this copy on your end or at McAfee and since u waited over a year to reach out to me, the copy cannot be emailed (per Am Ex ) & must be sent to me by physical mail from Am Ex. Once I receive the receipt,  I will email  u a photo or scanned copy (unless as u mentioned u would like to create a receipt on your end to expedite a credit faster). As we discussed & agreed this bill should not have been on my account since  I did not have my lap top and did not use the product or approve it. My email is now what it was then. 
  
  I will look forward to getting a credit for this bill as you promised per our telephone conversation. I will be happy to update my BBB complaint once I am assured that this credit has been issued back to my **************** or sent in check form to me  & thus verified. 
  
  If u wish to supply a contact telephone number to me to expedite a receipt on your end as a faster method to conclude this issue, please reach out via email in reply to this because I have not been able to ******* since our conversation by email or telephone. 
  
  Thank you. 
  
  Sincerely,
  
  *********************************
  
  On Feb 21, 2023, at 11:08 AM, McAfee Consumer Support <******************************************> wrote:
  
  
  ?
  
  
  
  
  
  Hi *******,
  
  Thank you for your message.
  
  In order to move forward with your refund, we need to locate the account that the charge originated from. If we cannot find the account by email address or phone number, a copy of your AMEX statement showing the transaction can be provided to our accounting team for further investigation of the charge, and it's associated account. Once the charge is located, we may be able to issue a refund back to your AMEX, if not, the refund will be provided by check to your address provided in your complaint.
  
  Sincerely,
  *************************************
  Supervisor, Executive Customer Assistance Team
  ***************
  McAfee
  6220 *********************
  ********, ** 95002
  
  
  
  
  
  
  
  McAfee logo is registered trademark of McAfee, LLC in the ** and/or other countries.
  
  
  Copyright 2023 McAfee LLC. All rights reserved.
  {##***************##}

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

  Business Response

  Date: 03/10/2023

  Dear *******,

  Thank you for providing the requested bank statement and details regarding the 2021 charge for the renewal of your McAfee subscription. I have provided this information to our accounting to, so they can conduct an investigation into the matter. As soon as I have an update, I will be sure to contact you. Again, we thank you for your continued patience.

  Sincerely,

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

  Executive Customer Assistance Team

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

• Initial Complaint

  Date:10/21/2022

  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.

  Received automatic billing information for $399.99 from our account without our permission. Used this company over 3 years ago and cancelled account 2-3 years ago. We are not sure if this is a scam or not.McAfeeDear Customer,Thank You for choosing ********************** Total **********************. Your Subscripton for PC Security has been Renewed, this email is to confirm you that the amount of USD ****** will be charged from your account for McAfee Computer Security. For Any Assistance Call Support **************** Here's the Reciept for Your Payment towards the Renewal of Your McAfee Computer Security. Order Id : #************** Status : Confirmed ValidDuration : 3 YearsItem 1 : McAfee Computer SecurityAmount : USD ******Product ID : ***************** DESCRIPTION :Account Type :Home SubscriptionProduct : McAfee Total ProtectionQuantity : 3 DevicesPayment Mode : Auto DebitThe amount of USD ****** will be auto debited and will be reflected in your bank Account statement by ***

  Business Response

  Date: 02/06/2023

  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 *******************************************.
  
  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:10/21/2022

  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.

  This is Mcafee the antivirus company I googled mcafee secure and the antivirus company came up so I presume that that is the right choice. Sometime last January I signed up for a free trial with the hopes that the antivirus software would help speed up my computer. Unfortunately it did not work and subsequently it was canceled within two weeks soon as I realized it wasn't going to fix the computer problem I was signed into my account and canceled the free trial. As far as I know I was not charged anything further until two days ago and $137 was taken out of my bank account by Mcafee. I had figured that the cancellation went through without any problem because of the time I had gotten a confirmation and I was never billed after the trial expired so I was shocked to be billed by this company a year later. I don't know how I would've gotten on an auto renewal when I had canceled my membership before it even became a official membership it was only a trial. I haven't even had Mcafee on any device since I canceled the membership so I'm puzzled how when I logged in again it claimed to have cleared x viruses and more in the last month from my device when it hadn't been on my device for 11 plus months. If anything the antivirus just made the computer even slower so it was removed immediately upon on cancellation. I am on sure if they ended up charging me last January as well and I just missed it on my billing statement in which case they owe me $274 back. My bank only lets me look 12 months behind so I can't verify if they took payment then or not.

  Business Response

  Date: 02/06/2023

  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 in the office Monday-Friday, from 10am to 7pm Central Time (US).
  Thank you for contacting McAfee.
  Sincerely,
  ***************************
  Executive Customer Assistance Team

• Initial Complaint

  Date:10/21/2022

  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.

  I have cancelled my subscrition witht em many times and they still charge my card. they refuse to stop charging me and refuse to remove me and my card from thier billing system. I want all the money they stole back from me.

  Business Response

  Date: 02/17/2023

  Reached out to the customer by email to confirm that We will be more than happy to assist with the issue and honor a request for a refund.

• Initial Complaint

  Date:10/21/2022

  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.

  My checking account being fraudly charged by McAfee. See details from my checking account below:RECURRING PAYMENT AUTHORIZED ON 10/10 MFE*www.McAfee.com *********** CA S381283446452834 CARD 6248 $124.99

  Business Response

  Date: 02/06/2023

  Dear ****************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  Service is horrible and not anywhere near described. I paid for the service and found they have support that takes over an hour to connect and if you need a supervisor, well they didnt have one to speak with me today.I paid for the service and shortly after I found out that half of the services being sold are discontinued. I was offered no discount and asked for a refund since I wasn't being offered what I paid for.I was told nothing could be done by the support rep who was nothing more than a call center and had no clue what to do or how to handle the situation.I warned the representative that i was on BBB as I was speaking with him to report this horrible scam.I will also be sure to spread this all over the internet so others are warned about their bait and switch sales tactics.

  Business Response

  Date: 02/22/2023

  Tried to reach the customer on the contact number on file, but unfortunately the voice greeting states that this customer does not have a voice mailbox set up yet and immediately disconnects.  I sent an email also and currently waiting on a reply.

• Initial Complaint

  Date:10/21/2022

  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.

  I switched security systems in the recent past. I was with McAfee and decided I already had coverage via another company.. I notified MaAfee I did not want to renew the contract. They agreed to a refund. I am now receiving pop-up ads on my computer indicating i do not have security coverage. I have contacted them by phone requesting they stop sending these ads to my email address. I also sent a letter to them requesting the same thing. They responded with an email indicating that it was another company using their name. They are the only one who I gave my email address to, which indicates they sold it to this fictious company that they claim is sending the pop up ads. I indicated they they by allowing this to continue I was being harassed. I believe this is harassment and I am asking that you help resolve this issue.You now have my email address to use in tis effort.I want nothing more than pop up ads to stopThank You.**********

  Business Response

  Date: 02/08/2023

  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: 02/09/2023

   
  Complaint: 19324727
  
  I am rejecting this response because:
  All I want is for McAfee is to stop sending emails to my address and to remove my email address from their lists/ records. They say they will do this, but the emails keep coming. That is harassment and this should not happen unless I want their services, which I dont.
  Sincerely,
  
  *********************

  Business Response

  Date: 04/21/2023

  Dear **************,
  
  My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************
  
  Thank you for contacting McAfee.
  
  Sincerely,
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  Purchased McAfee "LiveSafe 3 Devices" on 12-5-21 and was never able to download/use. Contacted customer service 12-11-21 and they stated it was an error on their end and they'd fix it. Never fixed. Contacted again 12-22-21 and they were unable to fix error. I requested a refund of my $27.24 at that time and they said they processed it and I'd see it in "5-7 business days". Now 1-15-22 and still not refunded. Takes a minimum of an hour just to get through to anybody in customer service, then they transfer you and you have to start all over explaining the issue to somebody else. Very frustrating.Order attached to email account **************************

  Business Response

  Date: 02/13/2023

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

  
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you, but I was not able to reach you.
  
  Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email.
  
  Thank you,
  ***************************
  Executive Customer Assistance Team