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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:
    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's ID theft protection service was hired by ******** to provide 2 years free ID theft protection to people potentially affected by the ******** data breach. I am one of those persons and received a paper letter from ******** offering me the 2 years of McAfee ID theft protection. On 11/06/21, and again on 12/02/21, I registered for the service on a web site provided by ********. McAfee failed to provide me with the necessary registration email. I have spent many hours on the phone with them complaining and seeking assistance. They created several service ticket numbers for me. The current one is "********". They sent me several customer service emails and said they tried to send me the essential registration email many times. But I have still not gotten that registration email and therefore cannot take advantage of the service I was promised. On 12/23/21 they said I had to get another email address! They could not (or would not) tell me why my current email won't work and would not provide guidance on criteria for a new email that would work. So; I have no idea if a new email will work or not. I am finding it hard to set up a second email because I am not an info-tech person. I find it hard to believe they cannot use my current email, because their customers service emails go through just fine! I find it even harder to believe they cannot figure out why my current email won't work. My ISP cannot think of a reason. All my filters are off! I checked spam folder daily. I am going to go to a computer shop to try to get a second email. This will take time and cost money. No idea if it will work! I DEMAND THAT MCAFEE INVESTIGATE FURTHER AND PROVIDE A DETAILED TECHNICAL EXPLANATION FOR WHY MY CURRENT EMAIL WON'T WORK FOR THEM. WHY DO CUSTOMER SERVICE EMAILS GO THROUGH BUT NOT THE REGISTRATION EMAIL? Otherwise I am very skeptical about McAfee. I think they may be stringing me along and acting in bad faith. I don't trust them! HRG, 12/24/21.

    Business Response

    Date: 02/16/2023

    Checked customer email we have on file, and it isn't registering in our system.

  • 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 had two accounts in my name for the security product on two personal computers (PC).The software was never opened or used on either of my computers.I was charged on one PC since 2019 129.89/year for 3 yearsI was charged on one PC since 2020 $43.29 and $129.89 total on this account.The service was never started or used.

    Business Response

    Date: 02/23/2023

    Reached out to the customer by way of email to confirm that we will honor his request.  Currently waiting for a reply.

  • 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.
    Mcaffe Antivirus charged me for antivirus protection without my approval . They can't be helping me I always have trouble with my computer. I just want my $138.11 back. Thank you for your help.

    Business Response

    Date: 02/10/2023

    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 regarding your refund. 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:
    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.
    Once a month mcafee secure deducts money out of my checking account. I never gave them my number and did not authorize payment of any kind. It says it is for computer protection and i do not own a computer and never have. Lady month they deducted $399.99, this month $489.00. I have tryed emailing them with no reply and i call them right away when i see amount taken out and they deduct it back to my account but what if i miss it sometime. I want them to stop. Please help me with this. I have never asked for them.

    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 connecting with me today, and confirming that your issue has now been resolved.   

    If you have any additional concerns in the future regarding McAfee, 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:
    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.
    On 10-29-2021 McAfee created a transaction on by checking account for the amount of $299.00 without my permission or consent. The invoice number for this transaction is fd767788. The phone number that I contacted was **********. After multiple phone calls to McAfee the transaction was removed from my checking account, but not before *********************** told me that McAfee had the right to charge my checking account because McAfee was on the computer when I purchased my computer. I purchased my computer more than 7 years ago. Today December 20, 2021, I received another invoice via email from McAfee which I did not agree to or authorize. This time the total is for $349.99. The invoice number is MCFE29384748.

    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

  • 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 about a renewal stating that if I wished to cancel my automatic renewal I needed to call a number they provided. After following their instructions I could see that they were on my computer at which point they wanted me to log on to my bank account, which I refused to do. The cancellation process was the most cumbersome, time-consuming and, frankly, suspicious process I have ever had to use. I can't imagine any sane person logging onto their bank account to cancel a subscription nor can I see why any legitimate business would ask someone to do so.

    Business Response

    Date: 02/22/2023

    Called customer and left a voice mail confirming that he must have received a scam email because what is described is not McAfee's normal procedure.  I also confirmed that his account is in good standing.

  • Initial Complaint

    Date:10/16/2022

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ********** ******************************************* October 11:2022 On May 6, 2022, I purchased a HP Laptop from Best Buy. It turned out to be the best laptop that I have ever owned. Best Buy installed Mcafee software for me and that has turned into a nightmare. I added the software into my desktop using Best Buy instructions and both the laptop and the desktop soon started asking for money and if I did not pay my protection would stop. On May 23, 2022, I sent two payments of $51.74 to make sure my protection continued. On my next visit to Best Buy, I found out that the software was covered by the Best Buy service contract I had and Mcafee was wrong to demand money. When I got home I called Mcafee and they agreed to refund $51.74 and told me when I seen the refund credit on my MasterCard statement I could phone Mcafee and ask for the other $51.74. I did receive the credit on July 7, 2022, so I called Mcafee but this time I was told 60 days had passed and they were not able to refund the other $51.74. When I told them I had asked for the money before the 60 days I was told their Supervisor would call me within 24 hours but I never got the call. I called Mcafee two more times but I still have not heard from anyone. Best Buy needs to be aware of the double dipping Mcafee is doing with their software. Microsoft needs to be aware as well. MasterCard said they could help if I could get an invoice from Mcafee but when I asked for the invoice I was referred to that same supervisor that never calls back. This feels like a ripoff to me. *************

    Business Response

    Date: 12/02/2022

    Business Response /* (1000, 22, 2022/11/30) */ Called and spoke with the customer to inform him that I just emailed him the reimbursement form to fill out, so we can get his refund processed and customer was satisfied. Consumer Response /* (2000, 24, 2022/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Company has stated they will refund my money. Thank you for helping to resolve this matter. *************

  • Initial Complaint

    Date:10/14/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    After a **************** update, one of the services contracted with McAffee stopped working. Their VPN service, when activated, would loose internet connection. The internet still works around the house for every device and it works perfectly in the computer without the VPN. Multiple tests were run, including resetting the update and reinstalling, uninstalling and reinstalling Mcaffee, turning off the firewall to test the VPN without the firewall, and even resetting all network settings on CMD as an admin. At every point, the issue wasisolated to the VPN. I reached out to McAffee and after repeating the same steps I had already made, they told me I would have to provide remote access to my computer to an associate. Given the nature of the work I perform I cannot provide remote access to any technician outside of the U.S. and without obtaining a copy of the company's current *********** certificate. I have proposed a videoconference where I can share my screen and follow their lead but all responses have been negative. Given the company's public filings, their call centers are located in countries where call centers contract with multiple different companies and there have been multiple reports of call centers funneling private information to scam centers. My proposal is not outrageous, I can share my screen and follow their prompt if they cannot provide a U.S. based technician. If they cannot meet that requirement then I would like a refund for the time remaining and the time their system has not been working.

    Business Response

    Date: 11/03/2022

    Business Response /* (1000, 5, 2022/10/25) */ 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 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, 7, 2022/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would appreciate it if you address the complaint on the ********************** platform as it serves as a record of your actions and steps to address the cybersecurity concerns with the service you provide. Business Response /* (4000, 9, 2022/11/02) */ My name is *************. I am on the Executive Customer Assistance Team at McAfee. Our technical support team reached out to Mr. ****** regarding his concerns, at that time he indicated he had resolved the issue on his own and to close the case 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:10/12/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    McAfee customer service refused to help me unless I buy some other service. I have been trying to renew my subscription and got hacked in the meantime. this is all very suspicious. they have my money now what???? My service is still a mess.

    Business Response

    Date: 11/16/2022

    Business Response /* (1000, 5, 2022/10/31) */ Dear *********, My name is ***** *******; 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). 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:10/08/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged $129.99 without authorization. The account I had with them shows I have no active subscription and did not have auto renewal on. I want my money back and want others to know that this company is fine fraudulently charging excessive amounts of money.

    Business Response

    Date: 11/16/2022

    Business Response /* (1000, 8, 2022/11/01) */ Dear **********, My name is *************. I am on the Executive Customer Assistance Team at McAfee. We are unable to locate an account based on the information provided, and we need you to provide that information in order to locate your account. I would appreciate it if you would continue to follow up with me directly. 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, *************

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