ComplaintsforMcAfee, LLC
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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mcafee virus protection keeps renewing subscription that was canceled online and by phone call. Charged me almost $200 this week and over $100 last month. I dont own multiple devices. Despite cancellation and trying a new checking or CC card they find me and without authorization withdraw funds. Tired of it and thinking of filing a complaint with state attorney *************** to stop this unethical practice.Business response
06/14/2024
Dear ****,
This is ************************* with McAfee's Executive Customer Assistance Team.
Thank you for communicating with me regarding your complaint. Please feel free to contact me directly, if you have any additional questions or concerns regarding McAfee in the future.
Sincerely,
*************************
Executive Customer Assistance Team
**********************
Initial Complaint
05/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The ******* ad appears on my computer screen every three minutes...interrupts my work. this has begun to happen for the second time a few days ago. i am a writer. they are supposedly a security company. these scam ads need to be investigated. thank you.Business response
06/11/2024
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 by e-mail. I look forward to assisting you.
Sincerely,*************************
Executive Customer Assistance Team
**********************
Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They keep sneaking and tricking their way on my computer. I managed to get rid of them a few times. They won't delete or uninstall. Like other APPs. Keep popping up for phony reasons (very aggravating.) I didn't ask for them. And won't pay them. I wonder how many other people are possibly paying them. And can't get them uninstalled. I want them to stay off my computer. I'm 84 and don't have the time left to waste trying to find a way to uninstall them. Do like all the other apps and ASK. Not trick or sneak their way on . And refuse to go.Business response
06/04/2024
Dear ****,
This is ************************* again, with McAfee's Executive Customer Assistance Team.
Thank you for speaking with me regarding your complaint. I am happy to hear that you were able to resolve your issue regarding the McAfee software on your device. We sincerely apologize for any inconvenience you may have endured.
If you have any additional questions or concerns regarding McAfee in the future, please refer to the recent email message that I have sent to your inbox regarding our conversation.
Best Regards,
*************************
Executive Customer Assistance Team
**********************
Customer response
06/04/2024
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
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The phone number called me on my phone call them selves anti virus solution and illegally illegal saying that they are renewing my $379 and 99 for one year which I have never ordered at all and I called this number at ************** and it is a scam callBusiness response
06/05/2024
Dear *********,
This is ************************* again, with McAfees Executive Customer Assistance Team.
Thank you for speaking with me regarding your BBB complaint. Per our conversation, McAfee has reviewed your complaint and has determined that the individuals you spoke with were not affiliated with McAfee. Additionally, the phone number you provided in your complaint is not our support phone number. It is unfortunately common for bad actors to pose as trusted, widely used brands such as McAfee, to perpetrate any number of fraudulent activities. Thank you for bringing this to our attention. 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 have any additional issues or concerns regarding McAfee in the future, please feel free to contact me directly.
Sincerely,*************************
Executive Customer Assistance Team
**********************
Initial Complaint
05/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am customer for ********************** for couple of years, On Feb 1st on my computer a pop-up came saying that your subscription is expiring today, renew or your security is compromised. i renewed my subscription. on Feb 23rd McAfee charged me on my credit card for the subscription renewal one more time. it was $149.99, when my subscription was renewed on Feb 1st and I paid for it, why there is a charge again. This subscription is for the same computer. When i called the customer support number, they are saying that they will not refund, as this is more than 60 days.Business response
06/10/2024
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
06/16/2024
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
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Had an email from supposedly them saying they had received my payment and the merchandise would be sent by ***** Said my $300 payment was for ******* system which I did not order. Seen a bunch of complaints about them . I first called their number and got some guy with foreign accent and he didnt want to talk over the phone, wanted me to go online on computer and go to some website. I told him it sounded suspicious and maybe a scam and he hung up. Have tried to call back several times and he has my number blocked. I am 80 years old and dont need to put up with their c***Business response
06/05/2024
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. Thank you for bringing this to our attention. 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. In the future, please feel free to forward any additional suspicious McAfee messages you may receive to *******************************.
Sincerely,
*************************
Executive Customer Assistance Team
**********************
Customer response
06/05/2024
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
05/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I requested a full scan of my computer Feb 2024. The Mcafee customer support person told me it would take some time and told me I should call back if there was any further problem. The scan stopped after awhile with an error message of it's our problem not yours try back later. I called Mcafee back. I called 5 times in Feb, same response each time, elevated to Tier 2, will receive email update, 2 times in March, same response escalated to Tier 2, will contact me, no response, called i time in April and again on 5/16. Each time I am told the same thing, I will receive weekly updates. This entire time I have never received an update. I asked to speak with a supervisor and was told the supervisor would tell me the same thing because tier 2 was not in the same place. the open claim number is 1-174859861.Business response
05/31/2024
Dear *****,
My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. 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 (**). If you do not wish to call, you can also reply to my e-mail message sent to you recently. I look forward to assisting you.
Sincerely,***********************;
Executive Customer Assistance Team
**********************
Customer response
06/01/2024
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
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Mcafee advertising continually blocks my website use. Sometimes I spend 30 minutes trying to clear off their ad. I use my computer to check my Etrade account and other things. Is there a wayto block their ads?Business response
05/31/2024
Dear ********************,
My name is *************************. I am on the Executive Customer Assistance Team at **********************.
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,
*************************Initial Complaint
05/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Nearly immediately after signing up for McAfee Anti-Virus protection the credit card account used has been ruthlessly charged by multiple BBB known sites to include ZULSEC, Timekeeperhomedecor, sportsepicspectra; specialembellishedfu, and peppro. Meanwhile McAfee is constantly deluging me with communications recommending additional protections requiring more money. The latest is that suddenly they informed me my personal information including credit card account and onlne passwords are now on the dark web, My previous AV protection and third party assets, as well as the initial McAfee scans indicated no evidence of such an issue prior to my signup with them.Business response
05/17/2024
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,
*************************Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
McAfee will not refund me. I have called multiple times. They keep charging my card and even confirmed I have not used the program for over two years. I have to keep calling and get them to refund it every year. On May 9, 2024 they claimed to wait ***** hours yet no refund. Today they have said *****. Nobody wants to provide me a refund of make sure my account is PERMEMNTALY deleted. I can handle the fraud stuff the legal way, but they need to refund me as I do not use this program.Business response
06/03/2024
Dear *********,
This is ************************* again, with McAfee. Thank you for speaking with me regarding your BBB complaint.
As discussed, we could not locate an active subscription associated with ************************ or ********************* Further review of ******************** shows that your billing details were removed from our system on September 9, 2023, and a refund was processed on August 10, 2022, and the automatic renewal associated with your subscription was disabled on the same date.
I understand your hesitancy to provide additional card details to aid in locating another account with **********************, and that you would like to work with your financial institution regarding your recent charge. Once your chargeback dispute is settled, your bank should receive the details of the account that your recent charge originated from. If your bank reverses any provisional credit issued for the charge, please feel free to contact me with the details related to the charge, and I can issue a refund, and ensure that the subscription has been cancelled. We sincerely apologize for any inconvenience.
Best Regards,*************************
Executive Customer Assistance Team
**********************
Customer response
06/03/2024
Complaint: 21714888
I am rejecting this response because:They confirmed I had an account. However, they wanted me to provided them with 90% of my CC information versus just the last four. When I told them I will take it up with my bank he was no happy and insisted I give him my cc number telling me the bank will just refuse my dispute if they find out I had an account.
Sincerely,
*****************************Business response
06/05/2024
Dear *********,
The attempt to search our records, using your payment details, for the recent charge you incurred was an attempt to make the process of returning your funds easier. As mentioned during our conversation, often times banks will provide a provisional credit for disputed charges, that *** be reversed as a result of the chargeback dispute locating the originating account for a transaction. We will ask to search our records using payment details, when a customer cannot provide an additional email address or phone number that *** be associated with a recent charge that is not reflected on an account. The charge you recently incurred for $149.99 was not reflected under the account ******************************, and we have no record of an account existing under ************************.
Again, if you are aware of any additional email addresses or phone numbers that *** be registered to a McAfee account, we are more than happy to continue searching for your recent charge, and provide a refund. If your bank issues a credit that is reversed at the end of your chargeback dispute, we can use the details provided to you following the dispute to locate your account, and issue a refund.
Best Regards,
*************************
Executive Customer Assistance Team
**********************
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Contact Information
Customer Complaints Summary
695 total complaints in the last 3 years.
245 complaints closed in the last 12 months.