ComplaintsforMcAfee, LLC
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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
i never ever oredered or authorized a payment to this company, yet they bill me periodocally, and they try to override existing security products and you have to contantly remove them from your programs. how are they able to annoy people like thisBusiness response
06/26/2024
Dear **********************,
My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your case, and I would like to get in touch with you regarding your concerns
Just to confirm, the invoice you provided did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The information included in the invoice are not official McAfee details. Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************. Additionally, I am unable to locate a McAfee account associated with ******************.
Unfortunately,it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling. We urge you to not click any links included in those emails and to report them as spam/phishing per your email providers reporting process. You can read more about phishing emails in the article found here, *****************************************.
If you have any additional questions or concerns, please feel free to respond back to my email correspondence, or you may contact me directly using the contact details notated in my email.Sincerely,
***************************
Executive Customer Assistance Team
Initial Complaint
06/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid them an amount and it shows I did on the bank statement and they are asserting I didn't and they are harassing my with pop up ads on my computer and have sent a virus also they say they have removed my subscription but yet harassing me that when I downloaded another anti- virus company that I can't have two anti virus solutions as it it will weaken the solution!Business response
06/27/2024
Dear ********************,
This is ***************************. I am on the Executive Customer Assistance Team at ************************ want to thank you for working with me regarding your concerns.
If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to our email correspondence, or call me directly.
Thank you for contacting McAfee.
Best Regards,
***************************
Executive Customer Assistance TeamInitial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered Macafee VPN and other computer security services on March 29, 2024. The cost was $92.09.Yesterday, June 9, 2024, my Macafee VPN stopped working. I tried several times to get it to work myself, but I could not fix it. I called their technical support and talked to what I later found out was a "tier 1" tech support person. I spoke with her for over an hour. She couldn't fix it. I was then put on hold for a "tier 2" tech support person who I spoke with for another hour and even he could not fix it. He said that if it didn't work tomorrow (today) to call customer service for a refund. He said that he put this in the notes in the computer,Today it still did not work. I do not get on the computer without VPN so this was urgent for me. I signed up with Norton VPN service which works great, I called Macafee customer service as advised but they said that I could not have a refund because it had been over 30 days. I told them that they were not providing me with what I paid for and that I needed a refund for the 292 days that I could not use their services. I asked for a supervisor and he said they were too busy and one would call me back in two hours. Three hours later after never hearing from anyone, I called and spoke to a supervisor. She also refused to refund the remaining 292 days of my subscription. She said that the tech support person left the case open and I needed to wait a few days until they could call me back. I told her I need to safely use my computer and cannot without VPN security and that this was unacceptable. She still would not refund my money.Please help me get my refund. I am owed $73.67.Best regards,*****************Business response
06/25/2024
Dear ****,
My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. I 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 (**). If you do not wish to call, you can also reply to the recent email message sent to you. I look forward to assisting you.
Best Regards,*************************
Executive Customer Assistance Team
**********************
Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
June 7- Received an invoice saying McAfee was going to charge me $679.92. I have 2 emails I can send. 1) I have never used McAfee 2) I've never had a subscription to it. "We've received confirmation that your McAfee subscription has been activated. Next, we'll conduct a payment status check for your invoice. Contact us at ************** to report if this transaction was not authorized by you."Business response
06/12/2024
Dear ********,
My name is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your case, and would like to get in touch with you regarding your concerns
Just to confirm, the invoice you provided did not originate from McAfee, and we suspect it may have been crafted in a phishing attempt. The information included in the invoice are not official McAfee details. Emails originating from McAfee will come from a sender with a mcafee.com domain, and our official support contact information can be found and verified at *******************************************. Additionally, I am unable to locate a McAfee account associated with *********************** or *************************************.
Unfortunately,it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers. McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action. I have reported the information provided to our team for handling. We urge you to not click any links included in those emails and to report them as spam/phishing per your email providers reporting process. You can read more about phishing emails in the article found here, *****************************************.
If you have any additional questions or concerns, please feel free to respond back to my email correspondence, or you may contact me directly using the contact details notated in my email.Sincerely,
*************************;
Executive Customer Assistance Team
Customer response
06/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Yesterday my computer was compromised by the clamp virus , and has since crashed. I called McAfee and tried to resolve this issue with a technician, for 2 hours to no avail. The technician had no idea what he was doing and did not provide a root cause or resolve the issue. I ended the call by stating that I would follow up with *********.********* explained that it was the clampi virus and that McAfee should have protected my laptop.**** called me later in the day, and I provided my feedback from ********* and told him not to contact me going forward, and I wanted to speak to a manager. Since then, I have yet to speak to a manager or tech support that could resolve this issue, in addition **** has been harassing me via phone calls and text demanding that I close the case. I clearly stated in a text to **** that I did not want any further communication with ****. This is an HR issue, in addition to breaching my subscription contract. I would like the manager of US tech support to contact me in addition to the HR department.Thank you.Business response
06/24/2024
Dear ************,
My name is *************************. I am on the Executive Customer Assistance Team at **********************. I want to thank you for working with me regarding your concerns.
I am not able to provide any account details publicly, but I have contacted you directly by email with information specific to your account. If you have any additional concerns in the future regarding this complaint, please feel free reply to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).
Thank you for contacting McAfee.
Sincerely,
*************************Customer response
06/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/22/24, I received an on-line notice & invoice (for $689.99) from McAfee Computer Protection. I sent them a quick response informing them that I have NEVER ordered computer protection from them, am not the least interested in purchasing their product, and "warned them" not to do this again, whereby I then received two more notices of similar content. The first notice came from *********************, the 2nd from a ***************************, and the 3rd from ***********************. I suspect these are SCAM marketing notices, but I need an explanation from this company on how/why they seem to feel that I placed an order, WHICH I NEVER DID! Somehow they obtained my email address, and I need to know where they got it from. I would suggest that the Better Business Burea investigate the business practices of this company. Thank you.Business response
06/05/2024
Dear ******************,
This is ***************************. I am on the Executive Customer Assistance Team at **********************. We have received your complaint,and would like to get in touch with you regarding your concerns.Based on your description, we suspect that the email received may have been crafted in a phishing attempt using the McAfee name. The price referenced is much higher than even our ********** services prices, and we also don't have any home user products at that price point. Additionally,I am unable to locate a McAfee account associated with ******************** 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 *******************************************.
Unfortunately, it is not uncommon for bad actors to leverage the name and goodwill of reputable companies when attempting to scam consumers.McAfee takes reports of such fraud seriously and has a robust internal program to address such scams with appropriate enforcement action.
If you have any additional questions or concerns, please feel free to contact me directly, using the information found in my email correspondence.
Best Regards,
***************************
Executive Customer Assistance TeamInitial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was scammed on my computer and I had Mcafee total protection plan, when I called to ask why I got the pop-up and my computer got looked, I called them to see why that happeneed because I thought I was covered for everything, especially with what I paid. I called ************* for Mcafee and I spoke to Are and she told me I had 2 subsciptions and I asked why, she said I paid twice for 2 different subscriptions. She said she could ********** them. I told her I wanted a refund of the $149.00 for the las one I paid. I told her I wanted to talk to someone about the problem with the scam, she said she could consolidate both accounts but she could not issue a refund if she did that. I still had not talked to tech support. I was transferred to tech support where I talked to ******* and she said that they do not even have a device on my subscription. So I asked her what they are protecting, she could not tell me just that there was not a device and it was hard for me to understand, but I think she also told me that I did not have all protection, but I told her how can you tell me that if you say there is not device on my subscription. She kept beating around the ****, so I told her I wanted a refund and so she transferred me to *****, who told me that when Are consolidated it voids a refund. Which I do not understand if they are not even proctecting me. So I asked for a supervisor, who never called me back. I was only asking for the last subscription, but now I want the money from both subscriptions, which I think one was $89.99 and the other was ******. Please help me they scammed me too, how can they say they are protection me when there is no device to protecyt.Business response
06/13/2024
Dear ****,
This is ************************* again, with McAfee's Executive Customer Assistance Team.
Thank you for speaking with me regarding your complaint. I am happy that we were able to help bring this issue to a close for you. If you have any additional questions or concerns regarding McAfee in the future, please feel free to contact me directly.
Sincerely,
*************************
Executive Customer Assistance Team
**********************
Customer response
06/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********************************Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had asked their offices to turn off my auto renew, but they deducted ****** anyway. I called them within an hour of the deduction, they refunded my money, but deducted it a second time. When I called them back, they refused to acknowledge the second deduction. I called my bank twice to validate this and they agreed that there was a refund and deduction, but a second deduction without a second refund. I kept a subscription for ***** for the year. The man I spoke with last night lied to me, trying to convince me that it was ***** a month and I should authorize 180. (roughly) to save money. Of course, I refused. He was nasty and arrogant. End result I hung up and called ******* again to speak with a lovely woman, however, I never got the ****** refund.. I called five days in a row, but could not make them understand that yes, they refunded once, but deducted twice. I offered to send them a screen capture of the deductions and refund, but they didn't want to be bothered with it. So now, I'm a senior, on a limited income and out ****** that was ear marked for my mortgage. Please help.Business response
06/12/2024
Dear ********************,
My name is ***************************. I am on the Executive Customer Assistance Team at **********************.
Please note that authorization to charge your payment instrument for renewal is given at the time of purchase, prior to the completion of sale, and again when accepting the terms of the McAfee License Agreement before use of our software. Thirty (30) days prior to the Auto-Renewal charge, an email is sent to the customer notifying them of the date their subscription will renew and the renewal price they will be charged at that time.
Customers can stop the renewal at any time by logging into their accounts or contacting our support team, **************************************************.
That being said, we have confirmed that the refund for the recent auto-renewal of $199.99 was processed back to the PayPal account successfully on May 23, 2024. If you do not see those funds available to you, you will need to reach out to PayPal directly. Our team has also confirmed that there was not a second charge for $199.99 on the account associated with **************************
If you have any additional questions or concerns, please feel free to reply to my email correspondence, or call me directly at the contact details notated in my email.
Thank you for contacting McAfee.
Sincerely,
***************************
Executive Customer Assistance Team, **********************Initial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a complaint against McAfee in April of this year. The BBB resolved my complaint and I did receive a refund. I received a letter and phone call from *************************** with the Executive Customer Assistance Team . Her number is ***********. She also assured me my credit card would not be on file any longer and there would not be any more automatic payments.On 4/17 another charge of ****** from McAfee was put on my credit card. When I contacted McAfee on 5/27th the rep said she could not help me because there was no merchandise code on my statement. I called ******************* on the 28th and left a message telling her I would contact the BBB. I checked on line and the only way I could cancel my account [which ******************* said would take care of ]was by paying by credit card ***** to a place in ***************. I hope I did not open another problem with this unscrupulous company. Please help with resolving this problem again. Thank you ***************Business response
06/04/2024
Dear *************,
This is ***************************. I am on the Executive Customer Assistance Team at ************************ want to thank you for working with me regarding your concerns.
If you have any additional issues or concerns regarding McAfee in the future, please feel free to reply to our email correspondence, or call me directly.
Thank you for contacting McAfee.
Best Regards,
***************************
Executive Customer Assistance TeamInitial Complaint
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
5-22-2024 They supposedly overpaid me ******** dollars into my checking account for a refund of ****** dollars. They directed me to deposit ********* into a bitcoin account. I did so then I noticed that they took ******** out of my savings account and transferred to my checking account. I have receipts for the bitcoin if you need them. I don't know how to upload the receipts.Business response
06/04/2024
Dear **************,
My name is *************************. I am on the Executive Customer Assistance Team at **********************.
We are sorry to hear about your experience, but we have been unable to locate any contact record or active McAfee subscriptions associated with the email address provided.It sounds like you may have inadvertently reached a third party.
I have reached out to you directly by email with additional information. If you have any additional concerns in the future regarding this complaint, please feel free reply to reach me directly using the contact information in my email. I am available Monday-Friday, from 7am to 4pm Central Time (**).
Thank you for contacting McAfee.
Sincerely,
*************************Customer response
06/06/2024
Complaint: 21775864
I am rejecting this response because:
Sincerely,
*********************
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Customer Complaints Summary
695 total complaints in the last 3 years.
245 complaints closed in the last 12 months.