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:09/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee has elected to discontinue their Gamer Security service on April 19th, 2022 without providing the option to refund users for remaining time in the one year service agreement.
  
  My agreement with McAfee began December 30th, 2021 and therefore was only 29% fulfilled when McAfee elected to discontinue service. After contacting customer support I was informed that McAfee will not provide refunds beyond 60-days of using the service. They offered some other service, but the other option does not fulfill my needs (as is less protection than I need).
  
  While I can understand not providing refunds after 60 days of service if I elected to leave the platform, I do not accept the company electing to provide only 29% of the agreed service term without giving the option to refund the remaining amount. Here's their announcement. **********************************************************************************************

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Dear *************
  
  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 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 ******
  
  
  Consumer Response /* (2000, 7, 2022/10/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  McAfee has reached out to issue a refund and end our agreement as requested. I appreciate the help from Cheryl and getting to a resolution with the team.
  
  ***

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was revamping my computer last year and it came with McAfee already installed. It wouldn't let me uninstall it unless I created an account and started a trial. Apparently when the trial was over, they charged me around 109.99 dollars. I never noticed that until I got an email today saying that they were charging me 129.99 for the auto renewal. I called up and they refunded the 129.99 for this year, but they wouldn't refund the 109.99 from last year. I never used the product ever and I feel like I was scammed into that subscription and that they should be giving me back my money even from last year's charge
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/30) */
  Dear******,
  
  This is ************* again, with McAfee's Executive Customer Assistance Team.
  
  Thank you for speaking with me regarding your complaint. I have sent a follow-up email to the address provided with more details regarding the resolution to your complaint.
  
  If you have any additional questions or concerns, please feel free to contact me directly.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:09/13/2022

  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.

  Several years ago I telephoned McAfee for assistance in loading my McAfee protection for my computer. I was given instructions of how to acquire live help support on my computer to gain technical assistance while I observed. I was told technical support could be purchased in several time spans. I chose the lifetime support and requested a document to reflect my purchase. A document was sent to me from the live help technician. See enclosed document.I recently purchased another McAfee Protection ****************** When I began loading it on ********* computer, a problem occurred so I called McAfee for help. ****, the technician informed me my technical support subscription had terminated. When I read the document the live help technician had sent me to ****, he indicated someone else had sent the document to me and not McAfee. That is not an accurate response. **** indicated McAfee had never offered a lifetime support and indicated I was on my own in loading the McAfee Protection. He then hung up.I am not imagining or making up the existence of the document or who sent it. I am very disappointed for such denial of responsibility for lifetime support after having chosen the dollar option for lifetime support. If you can provide any help, it would be greatly appreciated.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/21) */
  I have informed the customer that after double-checking our product based subscriptions, we do not offer any type of Lifetime Support subscriptions.

• Initial Complaint

  Date:09/10/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee overcharged me. McAfee charged me in April and then in August. I called, and the customer service representative assured me I wouldn't get any more charges. I received another charge for September. This company is taking my money after I have already canceled. Please return my money.
  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Dear Ms. *******,
  
  My name is *************. I am on the Executive Customer Assistance Team at McAfee. I want to thank you for working with me regarding your concerns.
  
  If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ***************. I am available Monday-Friday, from 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,
  
  *************
  
  
  Consumer Response /* (2000, 7, 2022/09/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The matter has been resolved.

• Initial Complaint

  Date:09/04/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee did an automatic renewal to my credit card for a computer I no longer have canceled automatic renewal and have canceled the subscription within the time allowed they charged my *********** credit card $140.88 and I have been unable to get the money refunded. I have made contact with McAfee customer care and they acknowledge the cancellation and stated that they would get back to me within 48 hours or 72 hours and I have still heard nothing back from them that that time has long since elapsed I need to have them return or credit my $140.88 to my **** account that they have on file
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Dear ******,
  
  This is ************* again, with McAfee's Executive Customer Assistance Team.
  
  We sincerely apologize for the delayed processing of your refund. Please refer to my email message sent on September 13 for more details regarding your refund request. If you have any additional questions or concerns, please feel free to contact me directly.
  
  Kind Regards,
  
  *************
  Executive Customer Assistance Team
  McAfee
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After repeated tries to have MacAfee refund $140.44 that was charged to my **** account for a renewal of a antivirus program. I cancelled the auto pay and subscription and was told by their customer service to deal with my bank for the refund. *********** said they needed proof of cancellation. I could not get that from MacAfee. *** did a great job and I had the refund in a matter of days. Excellent work!!!

• Initial Complaint

  Date:09/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  McAfee computer security has charged me twice and accepted payment for 2 transactions that look to me as being part of the first package I purchased on July 23, 2022. I bought both without realizing it. the other was purchased on August 15, 2022. As you may know, it's difficult to try to stay on top of our computers and hope there won't be any hacking. ***************************************************************************************** I contacted McAfee *****************. The customer service man said there was nothing he can do. I can't do this anymore. This is my last attempt to make things right. July 23, 2022 Order con:*************, the second is************. ****************
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Dear ****************,
  
  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 /* (2000, 7, 2022/09/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I spoke to a represenative from the company and the issue was resolved promptly

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising 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.

  After I bought you protection plan, I keep getting notifications that I need to buy your product. It took me over 1-1/2 hours just to get this popup removed off my computer. I was getting continuous popups day after day and totally interfered with any thing I was doing. I lost valuable study time and the materials I needed to study went away when the cookies of my computer was deleted. I am still wondering how to restore my study materials. This it total nonsense. It seems that the store that I bought had a 3rd party app ******************* and I bought it ************** This has been totally aggravating and I do believe this will haunt me for a long period of time. 2 of the technicians were diligently to resolve the problem. Case Number ********* is the reference number.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Dear ****,
  
  This is ************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint.
  
  Per our conversation, the notifications you were receiving were web push notifications from an application that is not affiliated with McAfee. The "************" is not an official McAfee affiliate or partner. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee to perpetrate any number of fraudulent activities. McAfee takes reports of these activities seriously as a threat to both our customers and brand and works to stop such activities when we are made aware of them. Thank you for bringing this to our attention.
  
  Please feel free to contact me directly, if you have any further questions or concerns regarding McAfee.
  
  Sincerely,
  
  *************
  Executive Customer Assistance Team
  McAfee

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently discovered that McAfee has been double billing me for several years. My first charge from McAfee was on 11/14/2007 and I have been billed annually in October of each year since then. Starting in May 2015 McAfee began to bill me twice a year, in April and October and and has continued to do so since then. I have no recollection of ever purchasing this product. I assume it was included as a trial with a computer purchase and simply rolled over. Bill has been on auto renew with my American Express card and I just discovered the double charges. I note that I have no active devices listed with McAfee -meaning I am not even using this subscription. I will accept responsibility for one of the charges but not the double billing. I called McAfee support and they promised to have someone contact me to try to resolve this issue. They have not called.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Dear ************,
  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 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may reach me at**************************
  Thank you for contacting McAfee.
  Sincerely,
  *************

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 I signed up for Virus Protection Software with Mcafee. I paid $30 for a (2) yr protection program. I was not aware of an auto renewal that would charge me $137. upon my initial (2) yr protection expiring. I did see the email the day of expiration for the $137 charge for (1) year subscription on 07-11-22. I thought it was an excessive charge since I had only paid $30 for a (2) yr subscription initially. I called Mcafee Service line *************** and negotiated a deal with the representative for $52 for (1) yr subscription instead of the $137 charge. They told me that I would receive a refund of the $137 back to my credit card in 3-5 business days. I asked for an email confirmation and one was sent to me on 07-12-22. I called Mcafee back after 3-5 days and they told me that it had went through and possibly my credit card company was holding it up. Multiple emails were sent to me from Mcafee regarding my refund stating it was resolved.
  My $137 was still not refunded by 07-20-22. I called my credit card and made a dispute with Mcafee on 07-20-22. On 08-25-22, Mcafee responded to the dispute that it was a legitimate charge. So now I've paid $231 for (1) yr of virus protection on my PC! I called Mcafee again on 08-29-22 to see if I could try to resolve this with a manager. He told me that my case was in resolutions office. That I now had to again wait for them to respond to me in 72 hours. I'm still waiting for my refund. At this point I just want there software off my computer and a total refund to get my $231 back.
  
  Case Number for my case with ******************
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 6, 2022/09/14) */
  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 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,
  
  *************
  
  
  Consumer Response /* (2000, 8, 2022/09/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Mcafee and I have resolved my dispute.

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/22/2022: Dear Valuable Subscriber,Your 365 Days subscription for McAfee Security has been successfully renewed and updated. The debited amount will be reflected within next 24 to 48 hr on your account statement. Product Name :McAfeeSecurity
  Expiration Date : 1 Year from the date of purchase Prices : $ 399.88Payment Method : Auto-Renewal If you wish to cancel this subscription then please feel free to contact our accounts department as soon as possible.You can reach us on *****************Regards:
  Billing Department.
  8/23/2022 1:20p called, requested cancellation. Individual states due to not using program, I'm entitled to a refund. Connects to service dept. Unable to log on to computer. Schedule call for 8/24 at 10am. Lost direct number. No call back.
  8/29@8:40a called, no answer
  @8:42 email sent
  @8:45 *********** returned call. Confirmed first individuals assessment of situation. Requested full access to computer. I inquired as to why they needed full access, same stated that unless given full access they will not refund or cancel subscription. Called husband works IT. He stated his concerns as he's never heard of that. *** became argumentative repeating the same thing over never giving an explanation as why full access was required. *** started yelling, we will be billed $400mthly. Stated the call is being recorded. *** hung up.
  9:14a: called back *** began yelling, hung up
  9:16a: *** began yelling, finally transferred to manager ****. Requested clarification regarding full access. **** threaten without access we will be billed monthly and no refund awarded. Stated we understood, but need clarification as to why they needed full access to the computer. **** hung up
  9:22a: *** answered. Shared experiences. *** hung up
  9:23a: answer, immediate hang up
  9:24a: blocked from number
  We need this to be canceled. Never used program for the past year we had it and do not need a subscription. This the company confirmed on all calls. Everything is recorded.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Dear *************,
  
  My name is *************. I am on the Executive Customer Assistance Team at McAfee.
  
  The email attached to this complaint did not originate from McAfee, and we suspect they may have been crafted in a phishing attempt. The phone number included in the emails and the email sender address are not official McAfee contact 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 **************************************************************** In addition to the contact information being incorrect, McAfee does not have a product named "McAfeeSecurity". I have also checked our records and there is not an account with an email you provided in your complaint.
  
  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,
  *************