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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:07/09/2022

    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.
    On December 4th, 2021 I called McAfee Support (*************) to request to cancel my McAfee Security and Protection Service. My call was placed within the required time frame to cancel the service and receive a full refund. I was charged $137.79 for the yearly subscription. On December 4th I spoke to ************** and was given the ticket number:*********** On December 15th, I noted that my McAfee Subscription was cancelled (as noted in my account). However, the refund of $137.79 was NOT processed. On January 4th I called and spoke to ******** who said she would send my request to Management who would process the refund. Nothing ensued. On January 23rd I spoke to ******* who said my request would be "elevated" and within 5 days I would receive my refund. Nothing ensued!! On April 6th, 2022 I spoke with **** and was given a new ticket number:************. Again, I was told my issue was "elevated." Nothing ensued. On April 24th I spoke to ***, who transferred me to a Supervisor named *******. They were empathetic but said they could not resolve my issue and gave me yet another ticket number: ***********. Later that day I received an email stating that my issue was resolved. I had not received the refund. On June 6th I spoke with ***** who transferred me to a woman named ****** in the billing department. Once again I was told that my refund would be processed. Nothing!!! On June 15th, my 8th call to McAfee, I spoke with*************** who transferred me to billing and sales. I spoke with ******* ****** who gave me yet another ticket number ***********. I was told I would get a call back within 24 hours. I never got a call back. As evidenced with the information above, I have been very patient as I have been stringed along by McAfee for 8 months now. I have been very meticulous in documenting the dates of my phone calls and to whom I have spoken. I am requesting that my $137.79 is reimbursed (refunded) immediately. I appreciate the help of BBB. *************

    Business Response

    Date: 07/26/2022

    Consumer Response /* (-5, 5, 2022/07/19) */ On July 13th, I received an email message from *** *********, McAfee Executive Customer Assistant Team. This email stated that *** received the complaint which I filed and wanted to help resolve the issue. *** stated that he called and left a message on my phone. The phone number which *** called is an old phone number that I no longer use. The phone number that I listed on my complaint was ************. This is also the number that I have communicated to the McAfee Support Team which I have called 9 times. I have called the number which *** called me from on July 16th and July 19th and left messages to please call me on the correct phone number. I look forward to speaking with *** and resolving this soon. Thank You Business Response /* (1000, 6, 2022/07/19) */ Spoke with ****** and we were both able to come to a reasonable resolution. Customer refund will be reissued. Consumer Response /* (2000, 8, 2022/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) *** was good enough to follow up to the BBB complaint promptly and patiently listen to my case and existing frustrations. *** resolved the issue by confirming and processing a refund check for the full amount in question. I will feel that the case is fully resolved once I physically receive the check in the mail.

  • Initial Complaint

    Date:07/08/2022

    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 charged my credit card again this year, although I have not authorized a renewal charge; they continue to charge it without authorization. they charged me last year and by the time i noticed, it was too late to dispute charges from my credit card; when I called McAfee, I called three times, each time I was on hold for at least an hour, then when I finally got through, the first woman said she couldn't help me with out an account number and hung up, the second call the gentleman hung up; and the third time they gave me another number to call and when I did, again I was on hold for 40 minutes and hung up. When I noticed the charge today, I called, and again waited 43 minutes. The gentleman advised me to call this other number as he could not assist. Then hung up. They make it so hard to get a hold of someone who can assist you with removing the charge, that people give up. That is what I did last year and I cannot let it happen this year. I have a Mac and do not even use McAfee. Please advise.

    Business Response

    Date: 08/01/2022

    Business Response /* (1000, 5, 2022/07/19) */ Dear *****, My name is **************. I am on the Executive Customer Assistance Team at McAfee. We have received your complaint and would like to get in touch with you regarding your issue. I have tried to contact you 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

  • Initial Complaint

    Date:07/08/2022

    Type:Customer Service 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 didn't renew my subscription. Now I'm getting no less than 5 emails per day to renew with no way to unsubscribe from the emails. If I click on unsubscribe it takes me to a page with no way to unsubscribe

    Business Response

    Date: 08/03/2022

    Business Response /* (1000, 5, 2022/07/19) */ Hello *********, My name is **************, and I am with the Executive Customer Assistance Team here at McAfee. I want to thank you for working with me regarding your concerns. To confirm, the emails you received did not originate from McAfee, and we suspect they may have been crafted in a phishing attempt. Emails originating from McAfee will come from a sender with a "mcafee.com" domain, and our official support contact information can be found and verified at **************************** If you have any additional concerns in the future regarding McAfee, 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:07/07/2022

    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.
    In May 2022, McAfee renewed my subscription using a credit card I did not give them. This credit card was not attached to any account. It is questionable on how they got a hold of the credit card and this is fraud. Additionally, upon contacting McAfee for a total of 6 hours, my issue was never resolved. I was told I could not get a refund because too many days lapsed. I was hung up on, promised phone calls more than once, transferred endlessly, treated poorly. This company needs to address the issue by issuing an immediate refund and deleting every piece of information about me in their system including name, address, phone number, email, credit card information, etc.

    Business Response

    Date: 07/22/2022

    Business Response /* (1000, 5, 2022/07/18) */ 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, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Concerns about customer service issues were provided and listened to by the company. My account information has been deleted off their platform and I was refunded. I thank McAfee for taking the time to resolve this issue and hope they have continued growth in the improvement of their business practices.

  • Initial Complaint

    Date:07/07/2022

    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.
    My account *********************** Was charged an unauthorized annual fee after I cancelled. I turned off auto renew and I was still charged 137.14. I don't have that computer or that program any more. I want my account cancelled and my account refunded

    Business Response

    Date: 07/26/2022

    Business Response /* (1000, 5, 2022/07/15) */ 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, **************

  • Initial Complaint

    Date:07/05/2022

    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.
    The reason for my letter today is as follows: I noticed on my wife Caesars Rewards Credit Card statement on May 18, 2022, a charge of $129.99 from McAfee computer protection. I contacted McAfee on June 21, 2022, and they couldn't find any record of the protection coverage. They said, they needed the credit card number of the charge. On July 1, 2022, I contacted McAfee and they gave me the credit for $129.99 for the year of 2022 without me giving them the credit card number. However, they notified me that we purchased a computer from Best Buy and Best Buy gave us protection in 2017. Then without notification they continued to charge me for the protection from then on for this computer in the amounts from between $99 to $129.99. We purchased protection from ****** when we purchase this computer without knowing McAfee was also charging. I am requesting the money that was previously was charged to my credit card be refunded in full. The lady that I talked today, said they have the amounts that was previously charged but couldn't give a refund Sincerely, *************

    Business Response

    Date: 07/19/2022

    Business Response /* (1000, 5, 2022/07/07) */ Dear *******, My name is *************; I am a supervisor on the Executive Customer Assistance Team at McAfee. I have received your case and would like to get in touch with you regarding your issue. 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. Sincerely, ************* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:07/04/2022

    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 filed a complaint on June 24th with ***** trying to get my money back for non service I have yet to receive any contact or resolution According to ****** if they don't respond I'm ******* This case will be auto-closed if it's not resolved by July 14, 2022 at 9:12:52 AM EDT Your conversation with McAfee LLC ** ************* June 24, 2022 at 9:12:52 AM EDT I had purchased this back in February than I was constantly getting emails to renew .I replied to why am I getting renewal notice when I already had, Than I got a cancel email from them . I cant find the email now. But I am not getting the service that I paid for. Someone called and said they where from the company they wanted access to my computer how do I know its them?? my caller I.D didn't show it was them. ** ************* July 4, 2022 at 8:01:49 AM EDT also when I open the app it says I need to sign up here is the copy of payment McAfee LLC Feb 7.Payment - $95.39 You reported a problem with this transaction. See the status of your case in the Resolution Center. Paid with (************************ You'll see "****** *MCAFEE" on your card statement. $95.39 Ship to ***************************************************************************************************** Seller info McAfee LLC ************ Invoice ID ************ Purchase details McAfee *********** $95.39 Total

    Business Response

    Date: 07/25/2022

    Business Response /* (1000, 5, 2022/07/13) */ Dear *****, This is ************* again, with McAfee's Executive Customer Assistance Team. Per our conversation, we have verified that the McAfee ******** subscription purchased on February 7, 2022, is still installed on your desktop computer, and the subscription does not expire until February 7, 2024. Additionally, we noted a subscription to McAfee Total Protection, purchased in November 2021 for $84.79, has not been used since its purchase. As agreed upon during our call, McAfee will be providing a refund for this transaction by check, as a goodwill exception to our 30-day refund policy for new purchases. Generally, most customers receive their refund checks within 2-3 weeks time. Once I have received confirmation that your check has been mailed, I will be sure to notify you. In the meantime, if you have any additional questions or concerns regarding your complaint or McAfee account, please feel free to contact me directly. Sincerely, ************* Executive Customer Assistance Team McAfee

  • Initial Complaint

    Date:06/30/2022

    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 charged my bank account for subscription without my authorization. I tried to call this company to solve this problem, I had to call more than 4 times until I learned to trick the machine in order to speak with the representative of this company. This company's representatives are not located in the United States ************. Very difficult to understand what they say, after many minutes on the phone and my insistence after many questions from the representative of this company and insisting that I continue the antivirus service, I told him, just cancel and return my money. A few minutes later he said that everything was ok and I would receive confirmation of the cancellation and they would return my money to my bank account, This never happened, it's been over a month now. this company is full of scammers and they do everything to get you and then they don't give your money back and or they take the money from your bank account without your authorization when you cancel Here what I received after talked to them Dear ****************** Thank you for contacting McAfee Consumer Support. Service Request************ has been resolved. For additional support assistance, information about our products or answers to commonly-asked questions, please visit**************************** Sincerely, Account: Debit card ending in***** Amount: $ 84.99 1 Made at: ******************************* On: May 13, 2022

    Business Response

    Date: 07/18/2022

    Business Response /* (1000, 5, 2022/07/06) */ 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 in the office Monday-Friday, from 10am to 7pm Central Time (US). Thank you for contacting McAfee. Sincerely, **************

  • Initial Complaint

    Date:06/27/2022

    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.
    the account was closed and they drafted my account on May 19 and they reversed the payment on the same date and made sure my account was cancelled. here it is June 27, they have drafted my account again and when it should have been cancelled and will not place my funds back into my account for their negligence until 5 business days from today which is causing my account to go into over-draft. the specialist advised he could not do it and I advised it was previously done, I needed to know the reason why it could not.

    Business Response

    Date: 07/12/2022

    Business Response /* (1000, 5, 2022/07/01) */ 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, **************

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