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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

  • 651 total complaints in the last 3 years.
  • 125 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:10/21/2022

    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 received an email telling that my subscription have renewed. So I called because I don't know what they are talking about. I called said CANCEL THIS BECAUSE I DIDN'T ORDER THIS! He keep saying I need to be in front of my computer to CANCEL this! I never ordered this and I told him I was reporting this.See the email that he keeps sending me after I called asked them to CANCEL THIS AND STOP EMAILING ME! Welcome!'? ***************** Toll Free Internet Security Yearly Subscription have Renewed ? Dear Membership ID ************************** plan(s) listed below have been renewed with the credit card you have on file.Payment Details:Regular Price:$249.98Discount:-$49.99Your Price:$199.99Payment Date:02/14/2022Credit ********** End in XXXX Note: You are eligible for a full refund by cancelling your service with us via our cancellation department, within 3 days of payment, in accordance with our Terms of Service and local laws.To cancel your services, Please call us Back '? *************** Toll Free Terms and conditions-Your ******************* Services has expired as of Feb 14, 2022. Your system was at-risk, as your security products are potentially was not active. Your warranty is active at this point in time,Your card on the file have billed on cancellation of the services following the company protocol full refund will be provided to only verified customers Account.Be great,********************* LLC ********************************************* USAUnsubscribe

    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

    Customer Answer

    Date: 02/09/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:10/21/2022

    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.
    Delay tactics to avoid fullfilling published refund policy. My son purchased computer protection from McAfee. As he created the account with an incorrect email address he was unable to cancel the annual subscription. Once the charge of $129.99 on 6/20/22 came in, i promptly called McAfee to cancel and to fully refund per published info. As i didnt have the correct email address McAfee stated i must dispute the charge with credit co. I did, but they rebutted and charge was not reveresed. I called 3 more times for a total of 2 hours. On 7/27, 7/30, and 8/1/22 the response is the same "sorry glitch please call back in 48 hours". This delay tactic has pushed beyond the appeal process with the credit company. After reading other poor reviews, this their business model to wear out those seeking refunds, contrary to what they promise.

    Business Response

    Date: 02/23/2023

    Reached out to the customer to confirm that we will honor her request for the refund.

    Customer Answer

    Date: 03/02/2023

     
    Complaint: 19316048

    I am rejecting this response because:

    Sincerely,

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

    McAfee did NOT reach out to me to refund my money.  No phone call, no email and MORE IMPORTANTLY THEY DID NOT PROVIDE THE CREDIT ON MY CREDIT CARD, which is the preferred method to resolve this.  After endless and useless phone calls to their "customer" service department I was told their MANAGER would call me, which never happened.  I told them I do not want a phone call INSTEAD reverse the charge on my credit card.  Stall and delay tactics to not honor their published refund policy. 

  • Initial Complaint

    Date:10/21/2022

    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.
    I had mobile security with mcafee and was put on automatic renewal. I can not get them to take me off or cancel my service. My account is now blocked and I can't get on it. I just want to cancel and never deal with them again. I am hearing impaired so I do not use calls on any phone. I have not been able to get them to reply. I would really like a written reply or text *************. I don't even know how they got my new credit card number but I I got billed on it.

    Business Response

    Date: 02/10/2023

    Reached out to the customer by email as customer has stated that she is hearing impaired.  Currently waiting on a response.

  • Initial Complaint

    Date:10/21/2022

    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.
    I received an email from McAfee computer security telling me that my "Premium Security" is being renewed for another 2 years. I don't remember ever taking out a policy with McAfee at any time so this "renewal" is bogus. My transaction I.D. is: # 2UB70903Y7928643GMy invoice I.D. is: # *******The order is presumably for 5 computers, phones and tablets. This sounds to me like a business transaction rather than a personal one.Can you resolve this mix up? I would appreciate it.

    Business Response

    Date: 02/13/2023

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

    Based on your description, we suspect the email received is a phishing attempt using the McAfee name. The Transaction I.D. and ******* I.D. are not official McAfee order details. 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:
    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.
    March 2021 cancelled subscription 3 payments ***** total 179.97.confirmation #1-80547361 No refund sent.Phoned ************ in *** was told deposit made to **** *** 4 no deposit ,recalled Aug.17 tallked to **** assurred me problem resolved supervisor would call to confirm next day ***** am did not call.reopened .called aug 24 **** she assured me everything was settled my refund would be sent to **** her supervisor would call to confirm,no call.Sept 2 ***** could not find file got upset ,hung up. called again Sept 2 ****** gave him my confermation # he said he could not find any file .I have made 4-5 other calls did not get names all assured me refund was approved and would be sent.

    Business Response

    Date: 02/10/2023

    Dear **************,
    My name is ****************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 10am to 7pm Central Time (US).

    Thank you for contacting McAfee.

    Sincerely,
    ***************************
    Executive Customer Assistance Team

    Customer Answer

    Date: 02/14/2023

     
    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:10/21/2022

    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 received an email from **************************** that I had been charged $****** for renewal next I don't even have *******. 09SoleMcAfee! 09Sole Secure 09Sole Date: 12th January, 202209Sole INVOICE: C425t53rw63vq64409Sole 09Sole Product No Unit Price Amount09Sole McAfee protection 09Sole 1 09Sol USD ****** 09Sole Total: 09Sole ******.99 09Sole Payment09Sole Status: 09Sole Paid 09Sole As per the 09Sole renewal policy, your membership has been 09Sole automatic 09Sole renewed today. For 09Sole next 3years 09Sole charges 09Sole levied are09Sole deducted from09Sole registered 09Sole payment 09Sole details 09Sole attached to your 09Sole membership plan. Want to raise dispute? Reach our support desk for any issues with 09Sole membership or 09Sole cancellation at*****************

    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 *******************************************. Additionally,I am unable to locate a 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

    Customer Answer

    Date: 02/08/2023

     
    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:10/21/2022

    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.
    I've been a McAfee anti-virus customer since ****. Never have I had a computer virus, bug, or security breach. That said, I recently learned I am being billed for 3 accounts despite having only one device.How did this happen, was I hacked'No, I was tricked by McAfee marketing into buying services I didn't need. How did they do this? By sending me renewal notices in May (actually several times a year) when my bill isn't due until September.I'm signed up for auto renewals but I keep getting emails telling me my subscription is about to expire. And no, this isn't a 3rd party scam because it was McAfee customer service who informed me I had 3 accounts after I complained.When I confronted them with this I was told I should have logged into their website and checked before paying again, but their emails always contain a very easy to use link that allows you to buy whatever they're selling without first checking your account. This really should be a crime.Another thing that concerns me is their insistence that such things be handled via telephone rather than e-mail. They don't use telephones to renew our accounts. I'm thinking this is so that there will not be an available electronic paper trail.I'm tired of being stung. Why would I knowingly buy multiple services for multiple devices when I only own one device - a desktop PC.

    Business Response

    Date: 05/18/2023

    **************, thank you for replying to my email. Please see my additional email correspondence for more information.  If you have any further questions, I can be reached using the contact details noted in that email.

    Customer Answer

    Date: 05/18/2023

     
    Complaint: 19321862

    I am rejecting this response because: I was offered 5 years of free services and yet I am still billed.

    Sincerely,

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

    Business Response

    Date: 05/18/2023

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

    We provided you information on submitting a request for refund on February 17, 2023. Please see my email correspondence for more information regarding the refund. If you have any additional questions, or concerns, I can be reached at the contact details notated in my email.

    Sincerely,
    *************************
    Supervisor, Executive Customer Assistance Team

  • Initial Complaint

    Date:10/21/2022

    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.
    I was a McAfee customer, and ********************** charged my credit card without my authorization for $134.99. I called them and informed them that I did not authorize them to charge my card and to cancel my account and refund my money. They canceled my account and have not refunded my money. I have received many email correspondence from McAfee (************************** ************) acknowledging that they owe me the money but I have not received it yet. Every time I call they give me a different story on why I haven't received it yet. This has been on going since November 2021.

    Business Response

    Date: 02/09/2023

    Dear ******,


    My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I have received your case and would like to get in touch with you regarding your issue.


    Please feel free to contact me directly at ************.I am in the office Monday-Friday, from 7am to 4pm Central Standard Time (US). If you do not wish to call, you can also reply to this e-mail. I look forward to assisting you.


    Thank you for contacting McAfee.


    Sincerely,

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

  • Initial Complaint

    Date:10/21/2022

    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.
    I have a problem with McAfee security on the computer.......I was charged $96.26 for security that I did notapprove them to down load on my computer. I have called them about 5 times already and every time you call them they put you hold for 15 minutes so you get mad and hang up. I did speak to a gentleman before Thanksgiving and told him I did not request the down load because the Geek Squad takes care of my computers.......So I get my **************** bill and see I was charged after telling them I do not want it and for them to credit my card. I spoke to **************** yesterday and they have not heard from them.I did speak to a gentleman this morning about it and asked them who gave them the right to use my credit card with out my permission and how did they find my new card number. I told him that it was fraud and I was contacting the Better Business Bureau. He told me let me transfer you to the credit department......I waited over 15 minutes and nothing. I think they do this to upset you so you will hang up on them.As I said: "The Geek Squad takes care of our computers in our home, we have insurance with them".I want my card credited for $96.26...........what they did is FRAUD.........

    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:
    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.
    McAfee charged me $89 for a subscription that wasn't even up for renewal. Gave no prior communication and there is no way to contact them or cancel. My subscription is not up until the end of May 2023. I am requesting a refund and to purge my account credit card information (PayPal).

    Business Response

    Date: 02/07/2023

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

    My name is **************************  I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns. 

    If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am available Monday-Friday, from 8am to 5pm Central Time (US).  If you would prefer to communicate by email, you may reach me at ****************************************

    Thank you for contacting McAfee.

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

McAfee, LLC is NOT a BBB Accredited Business.

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