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.
If you've experienced an issue
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:08/14/2022
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 signed up for McAfee Total Protection Advanced for family services and not all the features are included. I wanted personal data cleanup for my husband and I as advertised as a feature on this product description page:******************************************************************** however when I called they said it was only for 1 person. The information on the product page is misleading. They should add limitations if that is the case.Business Response
Date: 10/07/2022
Business Response /* (1000, 5, 2022/09/07) */ Dear******, This is Chris Hallums again, with McAfee's Executive Customer Assistance Team; thank you for speaking with me regarding your BBB complaint. Per our conversation, the McAfee Identity Protection service included with your McAfee subscription, is designed to monitor one person's identity per subscription. We sincerely apologize for any confusion or inconvenience this may have caused you, and will see to it that our web marketing team is made aware, to prevent further confusion for our customers. If you have any additional questions or concerns, please feel free to contact me directly. Sincerely, ******************* Executive Customer Assistance Team McAfeeInitial Complaint
Date:08/13/2022
Type:Product 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.
Hi. McAfee have doubled charged me for antivirus software for 3 years. After several phone calls they finally agreed to refund me £179.98 GBP. I received an email from them on the 21st July 2022 confirming the refund would be in my account within 3 weeks. More than 3 weeks later and the refund has not been received. I've called them 5 times in the last 2 days and each time they say they've sent the money but they haven't. I keep getting told that a supervisor isn't available and that they will get a supervisor to call me back. I never get a call back. I just want my money back but every time I call them I get nowhere. I'm exhausted with spending so much time on the phone getting through to employees who have no desire to resolve my issue. Can you help?Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/26) */ 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, **************** Executive Customer Assistance Team ************* Consumer Response /* (2000, 7, 2022/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) It took 2 months, several frustrating hours on the phone and lots of emails but I have now been refunded. Thanks for your help.Initial Complaint
Date:08/10/2022
Type:Customer Service 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 used to subscribe to McAfee security software. My subscription expired and I do not want to renew it. They continue to harass me with unrelenting emails. I tried to click on the unsubscribe button to stop getting emails but it only takes me to a renew subscription page. I just want them to stop sending emails.Business Response
Date: 08/25/2022
Business Response /* (1000, 5, 2022/08/23) */ Dear*****, McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. 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. If you receive additional messages, please forward them to ***************, and our security and legal teams will take further action. Please note that you will not receive a response regarding submissions. Thank you for bringing this to our attention. For additional resources on avoiding scams and fraud campaigns, please see our blog at *****************************. The blog provides information on known threat campaigns, as well as best practices and tips for avoiding such scams. Sincerely, Chris ******* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 7, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:08/08/2022
Type:Product 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.
On June 14, 2022, I purchased McAfee LiveSafe Ultimate for $105.99, ************, through an email sent by McAfee. I thought this subscription was a renewal for my husband's laptop. On June 19, 2022, ************, I renewed my subscription for Total Protection for $90.09 which was sent to me by email from McAfee. I was confused as to why McAfee would send me two emails for two different subscriptions. I contacted McAfee on July 29, 2022. During a very frustrating 40 plus minute discussion with a representative I noticed when I clicked on the McAfee icon on my computer I was able to subscribe for 2 years of Total Protection for $63.59 which I did. The $105.99 has been refunded to me. I was told $90.09 would be refunded in one week after being reinstated, whatever that means, case #************ The one week is up and I have not been refunded the $90.09. I only want the 2 year subscription for Total Protection for $63.59. I do not want to auto renew so please remove this feature. I am not interested in any other McAfee subscriptions. Please refund the $90.09.Business Response
Date: 08/16/2022
Business Response /* (1000, 5, 2022/08/15) */ 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. Sincerely, ************** Executive Customer Assistance Team Consumer Response /* (2000, 7, 2022/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received.Initial Complaint
Date:08/08/2022
Type:Product 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.
In December 2021,I purchased antivirus protection for my devices. This has not done what it was supposed to do. The bank helping with a deduction taken from my account. After speaking with McAfee on 08\08\2022,I was advised that they would refund my $85.59 but would take 3 to 5 weeks. I was on the phone almost an hour. Finally a male came on line named ****, who stated a refund would be sent. I hope nobody else will have to go through this with these people.Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/08/17) */ Dear Mr. ******, My name is**************. I am on the Executive Customer Assistance Team at McAfee. 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, ************* Executive Customer Assistance TeamInitial Complaint
Date:08/04/2022
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 McAfee free ********* internet. When I got this computer, ** apparently loaded their own McAfee. I get many popups every day to renew. I've talked with their call center overseas to cancel all accounts for me. The guy I talked with said he did. They are still sending. There is no way for me to get rid of it. Links go no where. Nothing works. This firm************ has always been impossible to do anything with. I am sick and tired of this and if you can't facilitate them eliminating me ************************************************ I will pay them a personal visit. *********************************Business Response
Date: 08/26/2022
Business Response /* (1000, 5, 2022/08/15) */ 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 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 TeamInitial Complaint
Date:07/27/2022
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.
On March 23, 2022 I turned off auto renewal for the McAfee service. On July 23, 2022 I was charged $137.79. I requested a refund and sent on my cancelation notification I received. There is no cooperation to receiving my refund.Business Response
Date: 08/24/2022
Business Response /* (1000, 5, 2022/08/09) */ 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 this e-mail. I look forward to assisting you. Sincerely, ************* Executive Customer Assistance Team McAfeeInitial Complaint
Date:07/27/2022
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.
On September 20, 2021 I was charged $124.79 for a McAfee subscription. I then challenged it because I cancelled my membership with McAfee. I was then refunded $124.79 on 09/28/21. Then on 07/21/22 I was charged again $124.75. I called McAfee customer service to get a refund. I spoke to two separate customer service agents, both sharing that I did not have an open account with charges. I was then referred to call my bank ******************** Credit Union, because the card that was charged I no longer have. Being that there were fraudulent charges on it and was discarded at the bank. I had called customer service with ************ Federal Credit Union and they sent me a findings of evidence from McAfee. This findings supposedly showed that those charges are legitimate. However when I log on to my 2 McAfee accounts using my 2 separate emails, both show the auto-pay options to be off. According to McAfee these charges don't exists. However the charge still remains on my ************ Federal Credit Union bank account. These has been no confirmation via email of this charge in any of my two emails. As to the regards of these charges, I am so confused because I no longer have access to this debit card. I also am unable to remove the card from McAfee site, without putting in another valid card payment.Business Response
Date: 08/26/2022
Business Response /* (1000, 8, 2022/08/12) */ I spoke with the customer and we both were able to come to a mutual understanding, confirming we will honor her request for the refund.Initial Complaint
Date:07/27/2022
Type:Product 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 bought McAfee Total Protection for my *** computer ******** on 4/23/2022. It is advertised as compatible with *** products. When I first installed it, it seemed to work ok. In June 2022, I started having issues with the firewall not working. I tried the suggestions from troubleshooting & FAQ but they didn't help/ I worked with the on-line tech. The first guy couldn't get it to work so he escalated the case. On about 6/21/2022, a tech called me from McAfee. When I told him the issue (bc he had no idea why he was calling) he told me this is a known issue with ***. He said when a fix was available, someone would call me back. I've still not received any update. Around 7/16/2022, I notice not only is the firewall not working but now the real time monitoring isn't working & I can even run a manual scan. I called & the 2 people to whom I spoke with were unable to help me & said they would escalate & someone would call within 24 hours. When no one had called by 7/19/2022, I called again. I requested a refund. The policy is no refunds after 30 days but it worked until after the 30 days had passed. I don't think I should pay for a product that doesn't support my computer. The 2 people I spoke to were again unable to help but escalated the issue to the supervisory team and again said I would receive a call within 24 hours. Still no call but i did receive an email that the issue had been resolved; but it hasn't been fixed. I called again on 7/26/2022. Same scenario, person can't help me but will escalate & I'll receive a call. Still no call. Horrible customer support and horrible product support.Business Response
Date: 08/11/2022
Business Response /* (1000, 5, 2022/08/10) */ Dear *********** My name is ************** I am on the Executive Customer Assistance Team at McAfee. I attempted to reach you by phone and email regarding your complaint. If you have any 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, 2022/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund received. Thank you.Initial Complaint
Date:07/27/2022
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.
On 3/27/22, I turned off auto-renewal of this product. On 4/25/22, they charged my credit card $137.14. Again, on 5/3/22, they charged another $137.14. I discovered this when I rec'd my credit card bill the end of May 2022. I immediately called to have both charges removed. 1 charge was removed on 5/27/22. My credit card bill on June 29 showed only one credit, so I called again. I was told it would take 5 days to process the credit for the 2nd charge. The July 27th bill still does not reflect the credit for the 2nd charge. I called McAfee again today, and they said they have to investigate again, that it will be at least another 72 hours. I turned off auto renewal because I do not use this product any longer. I just need the cost credited back to my credit card. I have also filed a claim with my credit card company and blocked them from charging anything else to this card. May service # *********** July service # *********** I have emails stating both of these services are closed, though I'm not sure how they are resolved if they are still investigating.Business Response
Date: 08/25/2022
Business Response /* (1000, 5, 2022/08/03) */ Dear ****************** My name is Kandi *******. I am on the Executive Customer Assistance Team at McAfee. I was not able to reach you by phone to discuss the issue, but I have emailed you directly. At this time your refund has been initiated, and you should receive it within 5 business days. 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, Kandi ******* Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Basically, she reached out to me and when she couldn't get an immediate response, she sent that communication to you. I did respond back to her email in detail with what was happening and have yet to receive a response. Business Response /* (4000, 9, 2022/08/11) */ 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. I have sent you an email directly with further details about the auto-renewal and refund status of your account. 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 *******
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