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Business Profile

Computer Services

McAfee, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Services.

Complaints

Customer Complaints Summary

  • 650 total complaints in the last 3 years.
  • 127 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/27/2022

    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.
    One year back McAffee LLC offered me their software. To find the details I had to give them my Card No. However, since I had a anti-virus software from another company, I said no, and they returned money they had charged time. It was clearly understood that I did not want their software. Now one year afterwards, they sent me a bill through e-mail and on 07/26/2022 collected $129.99 from my bank account. On contacting their customer service department they told me about such a complicated procedure that was not possible. Hence my this complaint through ****

    Business Response

    Date: 08/25/2022

    Business Response /* (1000, 5, 2022/08/04) */ 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, *************

  • Initial Complaint

    Date:07/27/2022

    Type:Customer Service 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.
    On 4/26/22 I renewed my McAfee subscrition by my credit card. Since this time I continuosly get emails to renew my subscrition. I have contacted McAfee without response. I even tried to utilize their virtual assistant BUT keep getting directed to read articles. This is difficult for me to do since I have a visual impairment. McAfee has not responded to my inquiries & I am getting frustrated bty the harassing emails asking me to renew my subscription. & with the virtual assistant I can NOT get connected to sopeak w/ a customer service representative @ all. Very frustrating ************ who is NOT computer savvy & has ******************* so I can NOT read the articles the virtual assistant directs me to read. I want the harassing emails to STOP & I want McAfee to respond to my inquiry & acknowledge they received my payment by my credit card. I can NOT upload my credit card staement to show payment made. Again I am NOT computer savvy so having trouble with this to upload copy of my Credit card statement.

    Business Response

    Date: 08/11/2022

    Business Response /* (1000, 5, 2022/08/09) */ Dear ********* This is ************* again with McAfee's Executive Customer Assistance Team; thank you for speaking with me regarding your *** complaint. 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. 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, ************* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 7, 2022/08/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) as stated I spoke with the representative & just informed him that when I complain about something a rep should get back in touch w/ me. Since no one responded, until I lodged this complaint, I am satisfied with the response given. McAfee moving forward should respond to customers inquiries to avopid these complaints being made. **

  • Initial Complaint

    Date:07/27/2022

    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.
    They're taken money out my account and won't refund or let me speak to anyone who can give me a refund

    Business Response

    Date: 08/24/2022

    Business Response /* (1000, 5, 2022/08/10) */ Dear ******, This is ************* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint. 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. Thank you for bringing this to our attention. For additional resources on avoiding scams and fraud campaigns, please see our blog at https://www.mcafee.com/blogs/. The blog provides information on known threat campaigns, as well as best practices and tips for avoiding such scams. Sincerely, ************* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:07/24/2022

    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.
    I was charged $140.71 for auto-renewal that I was unaware of and received no advanced notice of. I have gone to their website and exhausted every way I can find to reach them. Started a chat and was told they "don't handle refunds in any way other than by phone" but I've called MANY times and they do not answer the phone! I have screen shots of wait times over 15 minutes on at least three occasions. Today I got an email with "Re: ********** - refund" in the memo line telling me to respond back with a date and time for them to call me and that if they didn't hear back from me they would consider the case closed! I immediately responded asking for 1:15 today but no one called. I have since requested 7/25 @8:30. The memo line clearly shows they know why I called. It is a simple matter of refunding the money to the payment source they charged. Why won't they do that? They are making the process far more complicated, frustrating and painful than it should ever be. They want the customer to simply give up and let them keep the money or they want to be able to close the case when the customer has been unsuccessful in reaching them during the 48 hours they specify.

    Business Response

    Date: 08/25/2022

    Business Response /* (1000, 5, 2022/08/09) */ Dear*******, This is Chris ******* again, with McAfee's Executive Customer Assistance Team. Per our recent correspondence, McAfee will be providing a check refund for the recent renewal of your McAfee subscription. The check will be mailed to the address provided in your complaint. Again, we apologize for the difficulty you experienced in your attempt to resolve this issue. If you have any additional questions or concerns, please feel free to contact me directly. Sincerely, Chris ******* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:07/23/2022

    Type:Product 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 tried to cancel my mcafee product and get a refund. i've called 4 times and still dont have a refund. they say it has been deposited in my credit card, but there is no refund. i had auto renewal and i cancelled within the 60 day timeframe. i think they just lie and say they did the refund, but they cant prove it .Dear ****** As you requested, a refund in the amount of 116.86(USD), for your purchase of McAfee Total Protection - 5 Devices has been processed. The confirmation number for the refund is ************. Be aware, it may take up to 5 business days for the credit card or other electronic reimbursement to be completed. Please allow up to 3 weeks for refunds by check. If you are receiving this refund for a software product, please uninstall the software or you will be periodically prompted to renew your license by the software. For instructions on how to uninstall the software, please visit: http://service.mcafee.com. Please do not reply to this email. Thank you. Sincerely, The McAfee Team

    Business Response

    Date: 08/09/2022

    Business Response /* (1000, 5, 2022/07/29) */ 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

  • Initial Complaint

    Date:07/22/2022

    Type:Product 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.
    This complaint is with McAfee, LLC. I received a confirmation email from McAfee on April 13, 2022, that a refund for $138.11 would be issued. The original debit card that this charge was billed on (debit card ending in ****) was cancelled by my deceased husband's bank on March 22, 2022. Therefore, there would be no way for McAfee to send this refund to a debit card that was cancelled. No new debit card was issued because he is deceased. My debit card that is on file with my shared McAfee account with my deceased husband (debit card ending in ****) has been expired since February 2020. Therefore, there would be no way for McAfee to send this refund to my expired debit card. I have contacted both banks associated with these two different debit cards to verify if this refund of $138.11 was received. The reply was no with both banks. I have contacted McAfee at least nine times regarding this refund. This problem has been escalated, but never resolved. I have been reassured that someone will call me back from the escalation team since last week. NO CALLS AS OF YET. I called again on July 14, July 16, July 20, and July 22nd. The last two Service Request numbers I received were: **************************** I have been dealing with this issue since April 2022. Ridiculous! I have attached the confirmation email that shows this refund was promised by McAfee. My name is*************** (surviving spouse of deceased husband) email:********************** OR *************************

    Business Response

    Date: 08/10/2022

    Business Response /* (1000, 5, 2022/08/03) */ My name is *****. I am on the Executive Customer Assistance Team at McAfee. I want to thank you for working with me regarding your concerns. If you have any additional concerns in the future regarding your McAfee account, please feel free to contact me directly at************* . I am available Monday-Friday, from 8am to 5pm Central Time (US). If you would prefer to communicate by email, you may reach me at*************************. Thank you for contacting McAfee. Sincerely, ************* Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received both a call and an email from the executive customer service team. Again, I was given incorrect information as to where my refund was sent, wasting my valuable time. Upon sending a secondary email, I was able to contact the correct party to begin the refund process. If McAfee would have initially sent a paper refund check, this would have been resolved in May 2022 and would have never been pursued as a BBB complaint.

  • Initial Complaint

    Date:07/22/2022

    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.
    A few months ago McAfee LLC took $129.99 from my Bank account. After I reported it to their district office they refunded it within 5 business days. They said that it was a mistake and it would never happen again. Today they took another $129.99 from my bank account! I do not have an account with McAfee LLC. How they were able to get into my bank account 2 times I do not know! I am on a fixed income and now I cannot purchase my medicines or make the co-pay next week when I go to my Dr,'s appt because of them

    Business Response

    Date: 08/09/2022

    Business Response /* (1000, 5, 2022/07/29) */ 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. Thank you for contacting McAfee. Sincerely, ************* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:07/22/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 6, 2022 I renewed my McAfee subscription. I didn't do it through the app on my laptop, but completed on line, through Rakuten. I paid $53.11. Order #************. Even though I renewed it, the app on my laptop has continued to say that my subscription expired and I don't have protection. I went back to the original email, clicked on the link to re-install it (thinking this might be the problem), and the McAfee app on my laptop blocked it. I have called on three separate occasions to try to get this resolved: 3/29. 7/11, and 7/22. They tried to remove the app from my laptop to reinstall it, but couldn't. They are also refusing to refund me my money, saying that too much time has elapsed. This is unacceptable. I do not understand why their company cannot recognize that I renewed my subscription and update in the app. They have also relentlessly emailed me trying to get me to renew a subscription when I already did that. This feels like a scam to me.

    Business Response

    Date: 08/09/2022

    Business Response /* (1000, 5, 2022/07/29) */ 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 McAfee

  • Initial Complaint

    Date:07/20/2022

    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.
    My husband noted a charge on our credit card last month for McAfee. We don't use McAfee. I called (service request ***********) and they could not find any account under either my husband's or my email. We finally tried a very old ********** account that had been discontinued years ago. They said they had been sending notifications to that account since we set up my daughter's computer years ago. Apparently there was a free year of McAfee with the computer. She hasn't had that computer for years. They say they will refund this year's auto-bill to my credit card (having read the other complaints, I'll believe it when i see it) but I don't understand why this company isn't responsible for purging dead accounts when their fancy computer scanning equipment should be able to tell that there is no computer to scan, and no one has installed an update for years. I told them that, and they referred it to another part of customer service that was supposed to call me on the cell number I gave them. Instead they tried to call me back on an old land-line number. They sent my husband an email saying they couldn't reach us by phone. I called them today, and they had a whole new story about having an account under my husband's email since 2019. I reminded them that they didn't even have that email until I gave it to them a few days ago!! Someone needs to hold them accountable. I don't even know how many years I've been paying for this service for a computer that was wiped years ago, but you know they do.

    Business Response

    Date: 08/09/2022

    Business Response /* (1000, 5, 2022/08/05) */ Dear *****, My name is *************; I am a supervisor on the Executive Customer Assistance Team at McAfee. We have received your BBB 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 McAfee Consumer Response /* (2000, 7, 2022/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with ************* from the McAfee customer assistance team. They have agreed to refund this year's auto-withdrawls and are sending me a check for 3 years prior withdrawls. Assuming that the check comes as promised, I believe the matter has been resolved to my satisfaction.

  • Initial Complaint

    Date:07/20/2022

    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 recently renewed my McAfee antivirus license and I was charged for 3 different licenses: 6/23/22 - $90.94 3/12/22 - $106.99 6/28/22 - $139.09 I only need the license paid for on 3/12/22 for $106.99 which expires 3/12/24. I have contacted McAfee twice regarding this issue with no response or resolution. I am asking for a full refund of the other two amounts for a total of $230.03. Please see attached screenshots for reference. Thank you, ***********

    Business Response

    Date: 08/09/2022

    Business Response /* (1000, 5, 2022/07/29) */ 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. If you have any further questions, I can be reached using the contact details noted in that email. Thank you, ************** Executive Customer Assistance Team

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