ComplaintsforMcAfee, LLC
Computer Services
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Complaint Details
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Initial Complaint
10/19/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In March of 2020, I bought a new computer because my school was going 100% virtual, and I needed an upgrade. I called a number thinking I was contacting McAfee for web protection, malicious ware, etc. I did not realize it was a third party. They offered a one-time payment of $419 for a three-year protection plan for unlimited devices. Today I received a phone call asking if I would like to renew my security protection plan for $**** for 5 years. I said no. They said I had to pay for services rendered. They said I owed $155 per month for the last 18 months which would be $****, but they would subtract the initial $419 which was only a deposit. He asked if I were a senior citizen. I said yes. So he subtracted another $800 saying I owed $*******. I said I had not received any bills, no emails, no phone calls. He said they don't like to bother their customers. I said had they sent me a bill for $155 after the first month, I would have paid it and canceled.Business response
07/27/2022
Business Response /* (1000, 11, 2021/11/05) */ Dear *****, ****** has reviewed your complaint, and your subscription purchased in March 2020, was not purchased from ****** or an authorized reseller. It is unfortunately common for bad actors to pose as trusted, widely used brands such as ****** to perpetrate any number of fraudulent activities. ****** 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. If you have any additional issues or concerns regarding ****** in the future, please feel free to contact me directly. Sincerely, ************* Executive Customer Assistance Team ****** Consumer Response /* (2000, 13, 2021/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint was never against ******. They have been very kind and courteous.Initial Complaint
10/11/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Since my subscription was automatically renewed in July 2021, without my authorization, the McAfee software has be slowing my Windows 10 machine down to the point that I have to run SFC Scannow and Get- AppPackage from MS Powershell each time it updates. Additionally the program is getting to intrusive to the day to day operation of the computer. I uninstalled McAfee and asked for a refund of the remaining subscription, in which customer service department transferred me to the refund department. The refund department refused my refund, claiming the McAfee policy to deny refunds after 60 days of the charges. This unscrupulous corporate behavior NEEDS TO STOP! I will never ever use McAfee or recommend McAfee to anyone, ever again!Business response
10/22/2021
Business Response /* (1000, 5, 2021/10/22) */ Hello **. *****, This is ***** ******* again with McAfee's Executive Customer Assistance Team. I'm glad that we were able to get in touch to address the concerns of your complaint. If you have any additional questions or concerns, please feel free to respond to my email correspondence, that was sent after our conversation. Sincerely, ***** ******* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 7, 2021/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
10/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On 10/6/21, I received an email stating that my McAfee subscription was renewed. I did not renew this subscription and I called on three occasions to the McAfee Customer Support number and all three times they hung up on me. THIS COMPANY IS A MASSIVE SCANDAL! DO NOT EVER BUY THEIR PROCUCTS! Please refund me $92.00, the amount that was inappropriately charged to my credit card on 10/6/21 and delete my account from your records.Business response
10/11/2021
Business Response /* (1000, 5, 2021/10/11) */ Hello *********, This is*************** with McAfee's Executive Customer Assistance Team. I am glad we were able to get in touch to address your complaint. If there are any questions, please feel free to contact me using the details noted in my email correspondences. Thank you, ************** Executive Customer Assistance TeamInitial Complaint
10/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to cancel my subscription for $379.99, but McAfee sent me $********* in lieu of the $379.99. A *** ***** ***** (************) asked that I wire $********* which I did, but then McAfee stopped the payment after I wired the money. I have been dealing with *** **** ******** (CEO) (************). **** would like me to send them $******** so they can release the $*********. I don't feel I should have pay then for their mistake or for my money. All that I want is my Original $********* ******** **** ************Business response
07/20/2022
Business Response /* (1000, 5, 2021/10/20) */ Dear ********, This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your complaint. Per our conversation, the individuals mentioned in your complaint are not McAfee employees and are not associated with McAfee in any capacity. Additionally, McAfee does not provide a service or software amounting to the $379.99 noted in your complaint as well. Using the information provided, It seems that you inadvertently contacted a third party posing as 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. If you have any additional questions or concerns, please feel free to contact me directly for assistance. Sincerely, ***** ******* Executive Customer Assistance Team McAfeeInitial Complaint
09/29/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Please see attached Click here to Get the File - ********************************************************************************Business response
07/21/2022
Business Response /* (1000, 5, 2021/10/11) */ Dear*********, McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. Additionally, the phone number you dialed to receive assistance is not a valid McAfee support number, and we do not have a McAfee account associated with your email address or with contact details you've provided. 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. Please let me know if you have any additional questions or concerns. Sincerely, ************* Executive Customer Assistance Team McAfeeInitial Complaint
09/27/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As a T-Mobile customer and a data breach victim, I was referred to McAfee to enroll in McAfee Identity Theft Protection free for 2 years. After waiting for over 6 weeks for the complete your enrollment email, I attempted to sign up and complete the enrollment process. During this process I received multiple errors, and a recommendation to contact the McAfee support (XXX-XXX-XXXX). After calling I spoke to two different agents who were inferior in their support assistance. Agents names are *** and *****. ***** left me on hold, I hung up to callback speaking with ***. Explained everything about my issue, she was rude and demanded that I get transferred, which resulted in her releasing my call. I have not received quality customer care for my issue for which I deserve.Business response
07/21/2022
Business Response /* (1000, 8, 2021/10/14) */ Dear *****, This is ***** ******* again, with the Executive Customer Assistance Team at McAfee. At this time, our support team has noted that you were able to successfully enroll in the Identity Theft Protection Service for T-Mobile customers. We sincerely apologize for any inconvenience, and thank you for your patience. If you have any further questions or concerns, please feel free to contact me directly. Regards, ***** ******* Executive Customer Assistance Team McAfeeInitial Complaint
09/24/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
see attachedBusiness response
10/04/2021
Dear ***,
This is ************************* again , with the Executive Customer Assistance Team at **********************.
Per our conversation, McAfee has reviewed your complaint and has determined that the message you received was not sent by McAfee. The service sold to you for $149.99 was not a valid McAfee purchase, and the company behind this transaction is not affiliated with McAfee in any capacity. Additionally, we do not have a McAfee account registered with your or your wife's email addresses. I have provided a letter that you can provide to your financial institution, to assist with your dispute for this charge made to your payment instrument.
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.
Please feel free to contact directly, if you have any additional McAfee related questions or concerns.
Sincerely,
*************************
Executive Customer Assistance Team
**********************Customer response
10/11/2021
Since receipt of your confirmation letter we have spoken with the Executive Customer Assistance Team of ********************** and are satisfied with their explanation of no involvement with our unfortunate illegal entry into our computer system. We have no further complaint against McAfee.. Thank you for your assistance in bringing this to an end with McAfee.Initial Complaint
09/23/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
McAfee keeps charging me a renewal fee of $130 a year. When I initially signed up 2018, the amount for 2 year subscription was paid for $119. The service was ok as it appeared to be providing the protection on my computer. In 2020, they charged me $130 to renew. That would have been fine except that my account notes it expired and it won't provide the service protection on my computer. I sent emails and called to get the issue resolved. Company didn't respond to emails and the customer service rep via phone was helpless. Said there was nothing they could do about it and wouldn't provide service or refund. A year later in 2021, they charged me again for a renewal fee of $130 and still won't provide the service or refund. I changed my **** account number and somehow they still got it to charge that fee. It is not acceptable as I shouldn't be paying once let alone twice for services not provided. I want refunds and to no longer be associated with the company. Please help. Thank you!Business response
08/10/2022
Business Response /* (1000, 5, 2021/10/04) */ Dear *****, My name is *************; I am a supervisor on the Executive Customer Assistance Team at McAfee. We have received your**** complaint and I 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). I look forward to assisting you. Sincerely, ************* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 7, 2021/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) After discussion with a polite professional, he confirmed that refunds will be issued for services not provided. As long as received, then expect it to be resolved. Thank you.Initial Complaint
09/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Mcafee - Renewing without permission! I purchased and utilized McAffee antivirus in the past. When it was time to renew, I had decided not to, since the program slowed down my computer intensely; also, I realized Win10 has Windows Defender software built in. Therefore, I did not renew, but on 09/01/2021, they automatically charged my credit card and sent me a downloadable program which I never installed. I approached them about this, and they said my account had been set up for Auto Renewal I had ensured that my account was *NOT* set up for that, since I am on a budget and wished to decide to renew or not; I believe them to be participating in unscrupulous practices of auto-renewal. They refused to return my money, so now I am out of $119.99 plus credit card fees, and I have a program that I will never install. I want a REFUND of $119.99, and I want them to *never* steal from my credit card again. As a grad student, I cannot afford to have unwarranted charges!Business response
09/29/2021
Business Response /* (1000, 5, 2021/09/29) */ 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 9***********. I am in the office Monday-Friday, from 10am to 7pm Central Time (US). If you would prefer to communicate by email, you may reach me at ******_*******@McAfee.com. Thank you for contacting McAfee. Sincerely, ****** ******* Executive Customer Assistance Team Consumer Response /* (2000, 7, 2021/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response and the refund DEPENDENT UPON the fact that there will be no more withdraws from my account. Your wording that if I need further help "with your McAfee account..." which I do not have. Thank you.Initial Complaint
09/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As of 9/17/21 I can't access my identity theft account, (which I set up because of the TMOBILE breach) I called today 9/20/21 and after spending 5 hours talking to multiple "customer service agents" no one can give me an answer to why my login information is not working. At one point they could not even find my account, some of the agents with extremely rude, some dropped the call. This is a security firm, I am supposed to trust them with my information and be completely transparent with my account. When I requested to speak with a supervisor, they declined and said that they will be calling me back with they now what the problem with NO ETA. I am very concern because no one since to know anything or have any answers. I need to know if my account was breach or not and cancel my account.Business response
10/01/2021
Business Response /* (1000, 5, 2021/10/01) */ Dear ****, My name is ***** *******; I am a supervisor on the Executive Customer Assistance Team at McAfee. I have received your case and I 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). I look forward to assisting you. Thank you for contacting McAfee. Sincerely, ***** ******* Executive Customer Assistance Team McAfee
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Customer Complaints Summary
692 total complaints in the last 3 years.
238 complaints closed in the last 12 months.