Business Profile
Computer Services
McAfee, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 651 total complaints in the last 3 years.
- 126 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/07/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/6/22, I called McAfee regarding an email that was sent to me at ************** to cancel any services that McAfee provide. I never authorized any charges to my credit card for $485.99 and 293.20. ****** answered my phone call at the above number, and I told him to cancel charges. He expected me to allow him to "take control" of my home computer to cancel services. I said I wasn't going to allow this. ****** replied, "**************", and hung up on me. I called my credit card company and put in a Fraud complaint and refuted McAfee charges. I imagine McAfee is running their scam of unauthorized service that I have no use for on my laptopBusiness Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/10/26) */ 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 **************** 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:10/06/2022
Type:Sales and Advertising IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
McAfee keeps flashing renewal signs on my computer, I have texted them 4 times asking them to stop but they refuse to answer me. the renewal for McAfee keeps flashing on my computer. This is harassment.Business Response
Date: 11/04/2022
Business Response /* (1000, 5, 2022/10/24) */ Dear ******, My name is *************; I am a supervisor 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, 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 my e-mail messages. I look forward to assisting you. Sincerely, ************* Executive Customer Assistance Team McAfeeInitial Complaint
Date:10/05/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I do not use or have Mcafee on my computers. I have been charged by Mcafee yearly since 2006 according to their support person I spoke with. My record can only go back to 2015. I have been charged over $700 since 2015 for a product I do not use or have installed on my computer. They committed fraud by using a debit card that was expired and they no longer had the security code for. I was unaware of these charges until my wife examined the bank account. I am elderly and believed I have been taken advantage of by Mcafee. My wife and I have Norton on all our devices. My wife called customer support and they agreed to refund the $129.99 current charge this year and send a email on how to dispute the other charges; however they did not send the email on how to dispute and it is very difficult to get ahold of them and tired of false promises. Also we were charged twice in 2017. Here are some invoice numbers I was able to obtain from online. I didn't even have an account to sign into until I realized these charges and went to try and find an invoice. ************ 11/2/2017 $39.99, ************ 6/20/2017 $89.99. There are many more charges totaling over $700 from 2015 to 2021. Not counting the ones I no longer have access to back to 2006. How can they charge a card that is expired with the person not even having access to the computer it may have been originally on back 2006. The emails they sent over the years were in spam but I only have access to emails from 2021. The other charges dating back to 2006 can be well over $1,000. This is shady business and they need to stop. Please help recover my money. Sincerely, William ************Business Response
Date: 11/03/2022
Consumer Response /* (-5, 5, 2022/10/15) */ ***Document Attached*** This is showing they have been using an expired card without permission. Consumer Response /* (-5, 6, 2022/10/18) */ I filed a claim on October 4, 2022 against Mcafee LLC. I can not find the complaint nor a link to it on your site. I did get an email with a strange case number that when I called with it on October 5, 2022 they claimed it was not a correct type of case number. Can you please help. Thank you ** Thank you for filing a complaint with the Better Business Bureau. Your complaint case number is ************************************. Here is the link to your case -******************************************************** and the link does not take you to a case only the BBB complaint form to file new complaint. Sent from *************************************** Business Response /* (1000, 7, 2022/10/28) */ Dear************, This is Chris ******* again, with McAfee's Executive Customer Assistance Team. Per our conversation last week, McAfee has offered a goodwill exception check refund for one of the duplicate McAfee subscription that was renewing annually on your husband's account. We also processed 2 additional refunds back to the payment instrument on file on October 18. We are currently awaiting your approval to submit the request for your check refund. Please feel free to contact me replying to the emails sent to your husband's email address, or by calling me directly at ************* Sincerely, Chris ******* Executive Customer Assistance Team McAfee Consumer Response /* (3000, 9, 2022/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We never used their product or authorized charges to our account. It is a fraudulent charge and they need to refund full amount, not for just one. Not only did they charge fraudulently for one account, but they charged us for two accounts. They need to be stopped as they are taking advantage of the elderly. Business Response /* (4000, 11, 2022/11/02) */ Dear************, Per our October 18th conversation, there were two subscriptions purchased under *********************** a subscription to McAfee LiveSafe was purchased on July 20, 2015, using a discounted price offer from Adobe. Our records show that on July 20, 2015, the Visa card ending in 1691 was added to the account to complete this purchase. On November 2, 2017, a second subscription to McAfee LiveSafe was purchased, using a discounted price offer from Dell. For both subscriptions, at the time of purchase, before completion of the sale, the terms of our McAfee License Agreement and Auto Renewal Policy were accepted. Acceptance of the agreements terms also included that we may receive update payment information from relevant card networks, to allow for a smoother billing process, if the subscription is enrolled in Auto Renewal. Both subscriptions remained in our Auto Renewal Program until October 4, 2022, resulting in duplicate subscription charges from 2017-2022. We do not have record of a second McAfee account associated with the charges in your complaint. As a goodwill exception to our refund policy, outlined in our License Agreement, McAfee has offered to refund the renewal charges for the July 2015 subscription, starting with the 2017 charges through the 2022 charge, as this was the oldest active subscription before the subscriptions began to overlap. We are prepared to provide this refund by check, once we receive your approval. For the November 2017 subscription, we have issued a refund for this year's charge, as it falls within our refund policy guidelines; a refund for the 2021 charge was also granted as a goodwill exception. Please note that McAfee does not require customers to provided personal details regarding their age. We are not aware of our customers' ages when completing a purchase for our software. Sincerely, Chris ******* Executive Customer Assistance Team McAfeeInitial Complaint
Date:10/05/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I canceled automatic renewal for anti virus online and was still charged. I attempted to dispute the charge online with mcafee and was unable to . I also attempted to call and could not get thru to customer service--When I look at my Mcafee account online this is what I see ------------------------- Welcome, ****************************** View Account Info You're at risk: -------------------------- No active subscription--- ----------------------------------- However here is the charge on my account Jul 25, 2022 ******************************************************************************************************************************** ------------------------ I would love to get my money back . This is not what I signed up for . What I really need is for them to be upfront with their advertising and customer service.Business Response
Date: 10/26/2022
Business Response /* (1000, 5, 2022/10/19) */ Dear ***********, 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, 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 TeamInitial Complaint
Date:10/04/2022
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my Mcaffe last year after they billed me in October for $28.16 for an old device no longer in use. The second time I cancelled it, Today, they made an unauthorized charge for $64.79 via Paypal. I have canceled their ability to charge through Paypal and am lodging a dispute with them and my bank debit card. I am a disabled veteran and they took my grocery/medication money. I called the company and got mocked and laughed at by the customer service rep. I have contacted the ******************* filed a Ripoff Report, *** report and contacted Mcaffe LLC's parent company ***** to resolve this matter. This company must be stopped from ripping people off! They now owe me $92.95Business Response
Date: 11/08/2022
Business Response /* (1000, 5, 2022/10/25) */ My name is *************. I am on the Executive Customer Assistance Team at McAfee. The email address you have provided is not registered in our system. It sounds like the notification you have received are phishing emails. You can report any suspicious emails to *************** , but we recommend working with your email provider to flag the emails as spam or block the senders from reaching you. 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 **************************************************************** 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:09/27/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased McAfee from Staples. Would not download. Called customer service. Spoke to Rude representative in Monterrey Mexico and God knows where both demanded to remotely get into my computer. Refused key code no good. Railroaded from some scammers that were answering than the McAfee line or hijacking their phone calls. Staples did not understand nor explain. Phone these two characters several times they were rude and abusive. I spent 3 hours attempting to download the security key code. I missed one hour of work this stressful abusive situation needs to be compensated to say the leastBusiness Response
Date: 11/03/2022
Business Response /* (1000, 5, 2022/10/11) */ Dear **********, My name is Cheryl*******. I am on the Executive Customer Assistance Team at McAfee. I want to thank you for working with me regarding your concerns. If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ***************. I am available Monday-Friday, from 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may reach me at ************************. Thank you for contacting McAfee. Sincerely, Cheryl*******Initial Complaint
Date:09/23/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Last contact date: September 20, 2022. I have contacted McAfee several times prior to this date, only to be told that I could not receive a refund. This time I asked to speak to a supervisor. I was told that someone would call me back in 24 hours. I did not receive a call. Case number: *********** I am having my internet service turned off and will not need computer protection. I paid for two years of service, which was scheduled to expire in May, 2024. I paid approximately $70+ dollars.Business Response
Date: 10/12/2022
Business Response /* (1000, 5, 2022/10/05) */ Dear *************, My name is Kandi *******. 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, Kandi ******* Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) McAfee agreed to grant a full refund.Initial Complaint
Date:09/22/2022
Type:Customer Service IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Received email on 9/20/22 of automatic renewal of security service to be debited in 24-48 hours. Called to cancel, stated i had no recollection of ordering this service. I was asked to go to my computer, stated I did not have a computer, but was repeatedly told to go to my computer to cancel the service. When i could not get a sensible conversation going, i hung up. When i called back, the same voice repeated the same dialog, seemed like an automated response, not a real person.Business Response
Date: 10/27/2022
Business Response /* (1000, 5, 2022/10/07) */ 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). I look forward to assisting you. Thank you for contacting McAfee. Sincerely, ************* Executive Customer Assistance Team McAfeeInitial Complaint
Date:09/20/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The automatic pay for McAfee Anti virus debited my account May 24 2022 before I was able to cancel. I called the support line and was reassured that a refund would be sent to my account. No refund has been received in spite of at least 8 follow up calls. They suggested for me to use the Consumer Support web site. When using that site to request a refund, it said to use the phone ************. This is the number I had used. Each time I received an email saying that my service request has been closed. Then Sept 14 email said they were waiting for my response for the service request. When I went to the web site, there was no way I could find to respond or even search using the Service request number to follow up. For some people $137.79 is small change. But it seems that McAfee should be able to accomplish a refund transfer or send me a check if the banking is problematic. Please let me know if you need any more details. Thank you for any help you can provide. **********Business Response
Date: 10/12/2022
Business Response /* (1000, 5, 2022/10/03) */ Dear***********, My name is Kandi Pearson. 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, Kandi Pearson Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund finally received. But the company did not make the process simple. It was promised multiple times over the course of five months. Without my persistence, I suspect it would not have been issued.Initial Complaint
Date:09/20/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have calling McAfee security about my account. Digital Secure no one can tell me anything. All of the information on the site is not working. I call McAfee and I am told we are working on it. This is all I hear. They will can or email or text you when we get it fixed. No one has contacted me from McAfee. I am paying for a service that isn't working correctly. I did leave a message for *****, ******* at McAfee today. This has been going onnfor 6 months no resolution. I don't know what else to do. Please help me. I think they are charging me and others for something that isn't working the way its supposed to. I am not the only person they are doing this too according to a McAfee employee. I am leaving the name out because I don't want them to lose their job. But I an paying money in this trebblie economy and I don't have money to throw away for a service that isn't working correctly. I have a case number *********. I keep getting the run around to call McAfee and call Verizon. I called Verizon Corp and they checked into it and found it to be a McAfee issue. Please help me resolve this issue that I am paying $25.00 a month for this service I can't even use.Business Response
Date: 10/19/2022
Business Response /* (1000, 5, 2022/10/04) */ Dear ************, My name is *************. I am on the Executive Customer Assistance Team at McAfee. Thank you for reaching out regarding this issue. I am working with our partner team to investigate this issue. I will contact you directly with further information. If you have any additional questions, 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, *************
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