We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.
  • 126 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/29/2022

    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.
    Bought a year protection of security for my computer; come to find that this company has continued to bill my credit card every year. Haven't had a computer for 3 years.

    Business Response

    Date: 09/28/2022

    Business Response /* (1000, 5, 2022/09/14) */ 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 /* (3000, 7, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know why this company "automatically" renews the subscription when you buy one year of protection. This to me is a scan because I did not ask for 5 years Of coverage, I asked for one and they inadvertently continued to take money out of my account without my permission. This way of business needs to stop. It is very unfair to the consumer. Business Response /* (4000, 9, 2022/09/22) */ Dear Ms. ******, This is******* again, with McAfee's Executive Customer Assistance Team. All paid subscriptions to McAfee consumer products are automatically enrolled in the Auto-Renewal program. When enrolled, your subscription automatically renews every year. This setting is displayed in your McAfee account, and you can update the status at any time by logging in at https://mcafee.com. You can find more details related to this feature in article TS102149 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 7am to 4pm Central Time (US). If you would prefer to communicate by email, you may reach me at*******[email protected]. Thank you for contacting McAfee. Sincerely, ************* Consumer Response /* (4200, 11, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will never accept that this company "decided" to auto-enroll my subscription when I signed up for one year. I did not sign anything stating I wanted a "auto-enroll" subscription. This company does not even ask if customers want to be auto enrolled; they just do it because they feel they can and until people put in complaints about this, it will never get resolved. Business Response /* (4000, 13, 2022/09/28) */ Dear Ms. ******, This is******* again, with McAfee's Executive Customer Assistance Team. When you purchase a McAfee subscription, you must agree to the McAfee License Agreement which explains the auto-renewal policy in detail. You can find this license agreement on the legal page of our website at **************************************************************** All paid subscriptions to McAfee consumer products are automatically enrolled in the Auto-Renewal program. When enrolled, your subscription automatically renews every year. This setting is displayed in your McAfee account, and you can update the status at any time by logging in 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 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:08/27/2022

    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.
    Dear ***, On October 31st 2021, I renewed my subscription to McAfee Total Protection and I did so directly through customer service so that I could obtain a lower price. Everything with that subscription is fine. However, it looks like the subscription was set up on auto-renew and customer service forgot to turn off the auto-renew setting. The result was that on November 30th 2021, I was billed a second time for my McAfee subscription. Unfortunately, I only found out on August 16th 2022 that I was double billed when I tried to add another computer to my McAfee subscription. I called McAfee on August 16th 2022 to ask for a refund for the second subscription, but they said they could not refund me the additional $64.04 because too much time had passed. This representative said they would ask a supervisor to call me and that they would be in touch within a couple of days. Two days later, on August 18th, 2022, when I did not receive a call back, I called McAfee again. The second representative with whom I spoke seemed to think I was somehow trying to scam McAfee and really grilled me on why I did not call earlier for a refund. I told the second representative I thought the payment confirmation email I received on November 30th from McAfee was in reference to my purchase for the October 31st subscription. It never occurred to me McAfee would bill me twice for my subscription and so I never thought there was a problem. Unfortunately, following this conversation I did not get a refund either. It has been over a week since my last call to McAfee. No one has called me back and I do not know what to do. If there is anything the *** can do to help me, I would appreciate it. Thank you very much for your assistance.

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/09/13) */ Customer has been refunded as initially requested and has been informed. Consumer Response /* (2000, 7, 2022/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:08/27/2022

    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 has consistently richlawn monies from closed debit cards this is not the first time that I have evidence that McAfee is charging $80 on a card that has been closed for 2 years just kind of behavior is annoying and has to be stopped ************* that McAfee is committing a scam or fraud to gain money from customers and I'm sick and tired of it

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 5, 2022/09/07) */ 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 /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) fraud has been commitred Business Response /* (4000, 9, 2022/09/12) */ Dear Mr. ********, This is ****** again, with McAfee's Executive Customer Assistance Team. I have reached out to you directly regarding your McAfee account. I was unable to reconcile certain details of your complaint using the data you have provided, but I am happy to investigate further if you would like to reply to my email with the requested information. Please reply to my email or contact me by phone at ************, and I will be happy to assist you further. Sincerely, *************

  • Initial Complaint

    Date:08/26/2022

    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.
    On 07/02/22 I was charged $90.30 for McAfee subscription. I immediately called my credit card to dispute the charge believing it was fraud, I did not approve that charge. They opened an investigation but was told by McAfee that it was a valid charge and they were closing their investigation. I then contacted McAfee at ************ on numerous occasions to get this resolved, with no success. I had a conference call with a McAfee representative and my credit card company because i was told McAfee would not refund me while there is an active investigation open. The credit card rep,******** confirmed he closed the investigation and the McAfee rep ***** confirmed I would receive my refund within 7 business days. I have since called McAfee back twice and spoken with a regular CSR and asked for my call to be escalated I spoke to ***** and he confirmed he was forwarding my information on to the financial team. I have not since received a response or a refund.

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

  • Initial Complaint

    Date:08/24/2022

    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.
    The McAfee charged ******* and I 137.79 dollars for coverage on our computer safety from malware when we have a different provider for this service . I saw the changes ,so went to check this out with staples they told me It was not Them who charged us It was McAfee the company itself So I called mcafee they said they couldn't find the account and wanted my credit card information I would not give to them because of they can take it out of my account it should be just as easy to put it back in

    Business Response

    Date: 09/22/2022

    Business Response /* (1000, 5, 2022/09/06) */ Dear Mr. *********, 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 by phone and email, but I was not able to reach you. Please see my email correspondence for more information. If you have any further questions, I can be reached using the contact details noted in that email. Thank you, ************** Executive Customer Assistance Team Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) *************** I'm sorry we have not been able to speak with you.But if you are still willing to talk I promise I'll take time on Thursday Sept 8th @ 4:30 your time that should be 6:00 my time I will be home so if you could call me at ************ we can talk in hopes of coming to a mutual agreement Thank You***************** Business Response /* (4000, 9, 2022/09/08) */ Hello Mr. **********, I'm so glad we were able to connect today, and I want to thank you for working with me regarding your concerns. If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at ************. I am in the office Monday-Friday, from 10am to 7pm Central Time (US). Thank you for contacting McAfee. Sincerely, ************** Executive Customer Assistance Team

  • Initial Complaint

    Date:08/23/2022

    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.
    I requested McAfee renew my annual subscription for Antivirus software (which had a promotional price of $24.99 for one year). Instead of the Antivirus software I requested they gave me Total Protection which was a higher priced subscription. I asked them to cancel the Total Protection and give me the antivirus at the promotional price. When I received my credit card statement they bilIed me for both subscriptions so I requested two refunds - one for $17.50 for the difference owed me for the Antivirus software (because they did not give me the promotional price) and one for my money back for the Total Protection for $31.86. Both refunds should have been instituted at the same time but I only got one for $17.00. This started at the beginning of June and has been going back and forth between McAfee (4 phone calls) and the dispute department of my credit card company (4 phone calls) and one to the ***. It has been a complete fiasco which has resulted in at least 9 phone calls between Mcafee, the credit card company and ***.

    Business Response

    Date: 09/14/2022

    Business Response /* (1000, 8, 2022/09/13) */ Customer has been refunded as initially requested. Issue has been resolved. Consumer Response /* (2000, 10, 2022/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) pending completion of refund.

  • Initial Complaint

    Date:08/22/2022

    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.
    A charge of $129.99 was taken automaticly from my checking account with out my consent. When I call the the # for Mcaffee they said I do not have an account with them. Well why did they take 129.99 out of my account. I tried to dispute with my bank but was unable to get in contact with Mcafee and was not able to get it settled I called the # for Mcafee again and found out they had an incorrect email for me and I did have an acct. I have NOT had any service from Mcafee since the 129.99 was taken out and I still do not have any service with them and was told that they could not give me a refund but that they would not take anymore charges from my acct. I beleive this company is faudulant and I would not like for anyone else to be ripped off like I was. The #************ is the # I called and talked to 2 people who did nothing to correct the problem they caused

    Business Response

    Date: 09/01/2022

    Business Response /* (1000, 5, 2022/08/26) */ Spoke with the customer and confirmed that I will be honoring her request for a refund. Customer satisfied. Consumer Response /* (2000, 7, 2022/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by McAfee and was promised I would receive a full refund of 129.99. If they honor that decision I am satisfied and accept.

  • Initial Complaint

    Date:08/22/2022

    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 checking my bill for ******* and I saw a charge from a third party McAfee Inc. for $5.00 for **************. I never order it and I have contacted my ******* to see what I can do about it and since it is a third party they can not help me. I am trying to cancel this and I am having no luck. I do not have an account with McAfee so I feel as though I am being scammed and would like to get this off my bill for *******. Scott Losito

    Business Response

    Date: 09/23/2022

    Business Response /* (1000, 5, 2022/09/07) */ 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). I look forward to assisting you. Thank you for contacting McAfee. Sincerely, ************* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:08/21/2022

    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 is auto renewing McAfee Total protection for $399.99 . I did not authorize auto renewal and I have been sick and was not able to see this email about deducting $399.99 from my bank account. When I bought my laptop 2 years ago, I signed up for McAfee because I was persuaded that this McAfee was better than my McAfee that I get from my internet service. I do not want to pay $399.99 for something I can get for free from cox communications internet. I am over 65 and I can not afford $399.99 for McAfee. I was sick when I got this email and I do not want this deduction from bank account. I will tell everyone to get something other than McAfee because you are a bad company. Thank you

    Business Response

    Date: 10/13/2022

    Business Response /* (1000, 5, 2022/08/31) */ 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. Based on your description, we suspect the email(s) received are phishing attempts using the McAfee name. 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 https://service.mcafee.com/. 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 Consumer Response /* (3000, 7, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emailed the address at top of the executives's email to me. If that is not correct email, please send me the correct email address. I put her name at the top of the email. I suspect the email address she gave me was a general email address, but I put her name at the top of email that I sent. If I need a specific email address that is only her address, she needs to give me that email address. Business Response /* (4000, 9, 2022/09/02) */ Hello******, Thank you for getting back to me today, and thank you for working with me regarding your concerns. If there are any additional questions or concerns, please feel free to respond to that email chain. Thank you, ************** Executive Customer Assistance Team

  • Initial Complaint

    Date:08/15/2022

    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.
    Return my $129.99 charged on 8/15/2022 . I do not use Mcafee, removed it from my system 2 years ago.

    Business Response

    Date: 08/25/2022

    Business Response /* (1000, 5, 2022/08/23) */ Dear ********, My name is Lauren *******. 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, Lauren ******* Executive Customer Assistance Team Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

McAfee, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.