ComplaintsforMcAfee, LLC

• Initial Complaint

  08/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 11, 2021, McAfee charged me through Paypal for a subscription renewal. I did not renew the subscription. I did not choose auto-renewal. It was automatically checked on my account without my knowledge. I was paying for the service monthly. They took it upon themselves to renew my subscription and take the full amount all at once. The money they took from me was donated by friends to purchase books for my low-income 5th-grade students. I think it is pathetic that such a company is capitalizing or taken advantage of persons in this manner. I have contacted Paypal and changed all preferences. I will NO LONGER use or subscribe to their services again. I will also tell everyone I know to not use the service as well because they do not operate in good faith. I would like an apology and Paypal is investigating the charges.

  Business response

  10/20/2022

  Business Response /* (1000, 8, 2021/09/03) */ Dear *******, This is Chris Hallums, again with McAfee. Thank you for your confirmation that this issue has been resolved. We try to maintain transparency by informing customers of the full price and our Auto-Renewal Policy at the time of purchase, as well as in pre-notification emails, and the McAfee License Agreement (the terms of which must be accepted prior to completion of purchase and before installing McAfee on a device). Automatic renewal is charged at the current undiscounted price of the product. We're sorry to hear you were not satisfied with your McAfee experience. If you have any additional questions or concerns, please feel free to contact me directly. Consumer Response /* (2000, 11, 2021/09/12) */ I have heard back from the company and they have refunded all of my money. The money was refunded to the accounts in which it was removed.

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  McAffee took money out of my bank account I do not have an account with McAffee and I never asked for one I have no idea how they got into my bank account with chase please help me with this problem I called them and got no where

  Business response

  10/21/2022

  Business Response /* (1000, 8, 2021/08/27) */ Dear ******, My name is ***** ******** I am a supervisor on the Executive Customer Assistance Team at McAfee. We have received your BBB 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 XXX-XXX-XXXX. 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 address. I look forward to assisting you. Thank you for contacting McAfee. Sincerely, ***** ******* Executive Customer Assistance Team McAfee

• Initial Complaint

  08/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am tired of the constant nags I get from this software even though I have every single "notification" shut off from within the software. The nags persist, some type of nag to sign up for their other offerings, constant sales pressure tactics and no way to shut it off. When I try to cancel, close and delete the account I was told by a ***** **** that it basically isn't possible and it's not the first time I've been told that there is nothing they can do. Her entire spiel was trying to keep me as a customer, simply closing the account is beyond her. I've had at least three "chats" where I'm told nothing can be done either to stop the nagging or close the account. I'm not even asking for a refund I just want the account closed so they stop nagging me to sell me more "services". I shouldn't have to file a complaint to close an account. It simply isn't their choice whether or not I continue to do business with them and do not trust them to simply not charge me anyway.

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2021/08/19) */ Dear ****, This is ************* again with McAfee's Executive Customer Assistance Team. At this time, we have cancelled your McAfee account and subscription, and have removed your payment details from our systems, per your request. We have also unsubscribed you from our mailing list. Please note that you will need to uninstall the McAfee software from your devices, or you will continue to receive notifications regarding the status of your subscription. If you have any additional questions or concerns, please feel free to contact me. Sincerely, ************* Executive Customer Assistance Team McAfee

• Initial Complaint

  08/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  8/5/2021 This is the 2nd email I have received from this scammer. I have internet service with Cox Communications Company which includes McAfee virus protection. Cox never bills for this service. Email: "Order ************* Successfully Processed - McAfee - ********************************** - Contact: +X(XXX)-XXX-XXXX Invoice: REXXXXX Date Paid: 8/5/2021 Client ID: SAXXXXXX Amount Due: $0 PAID: $435 Dear Customer, We have successfully processed your request for service upgrade. You were charged a total of $435 on your credit card ending in ***. The amount shall appear in the billing cycle against McAfee Inclusive Company. Transaction reference is #XXXXXXX. Further details are mentioned below. Service McAfee Premium units 1 Price $315 Device Extension units 3 Price $90 Plan Extension units 1 Price $65 Taxes $40 - subtotal $510 Discount $75 total $435 *Notes - you can unsubscribe from receiving email notifications of future transactions by contacting us at *X(XXX)-XXX-XXXX. (more)

  Business response

  08/23/2021

  Business Response /* (1000, 8, 2021/08/23) */ Dear *****, My name is ***** *******, with McAfee's Executive Customer Assistance. We have received your BBB complaint, and I would like to get in touch with you regarding your issue. We are replying publicly, as you have asked not to be contacted directly by McAfee. 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. Please feel free to contact our support team by phone or chat, after completing our web form at***********************************, if you have any additional questions or concerns. Sincerely, ***** ******* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 10, 2021/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response is satisfactory. I agree this scammer is a bad actor and not an associate of McAfee. No more emails from this person has been received since I filed complaint with Better Business Bureau. Thank you for your assistance!

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yeah, Mcafee apparently has my credit card info and billed me for another year of apparently using their software when I don't. I want the money refunded. I emailed and called them and they are like a castle with a moat.

  Business response

  08/10/2021

  Dear ****************,
  My name is ***************************. I am on the Executive Customer Assistance Team at **********************. I have tried to contact you by phone and email, but have not been successful. Please refer to the information I have sent to the email address provided in your complaint.
  
  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). If you would prefer to communicate by email, you may reach me at *****************************************.
  
  Thank you for contacting McAfee.
  
  Sincerely,
  ***************************
  Executive Customer Assistance Team
  

• Initial Complaint

  08/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Thursday July 29th; I contacted McAfee support because I kept receiving the following message: "Error while installing updates". By the way I had this same issues a couple of months ago and was assured that it was resolved. After spend a significant amount of time waiting to chat with an agent one got on line with me and spent the better part of an hour trying to fix the problem. In the end I was told that I would need to be referred to a higher level technician but there were no available appointments until Monday August 2. I agreed to a ten AM appointment for the technician to call me but never received the call. I keep hearing mixed stories that McAfee does not really work with Apple hardware (iMac) and the technicians assuring me that it does.

  Business response

  08/17/2021

  Business Response /* (1000, 5, 2021/08/17) */ Dear *******, This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me about your BBB complaint against McAfee. Per our correspondence, a member of our senior technical support team was able to assist you with resolving the issues you were facing with the McAfee software. We sincerely apologize for any inconvenience you may have endured while awaiting a resolution. If you have any additional questions or concerns, please feel free to contact me directly. Sincerely, ***** ******* Executive Customer Assistance Team McAfee Consumer Response /* (2000, 7, 2021/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) They set up an online session and helped me to get the software running properly and also apologized for my not receiving a follow up call as promised.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Downloaded on to my chromebook without permission. Deleted some of my saved bookmarks.

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2021/08/16) */ Contact Name and Title: ************* - ECAT Contact Phone: ********** Contact Email: ****************************** 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. Our software comes bundled with other software sometimes, usually with an option to opt out before continuing with the installation of the intended software. We sincerely apologize for any inconvenience you may endured while uninstalling the McAfee software from your device. If you have any questions, concerns, or need assistance, please contact our support team directly at *********************************** Sincerely, ************* Executive Customer Assistance Team McAfee

• Initial Complaint

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business used deceptive practices, somehow managing to sign our business up for auto-renewal and charging an old business visa card that is expired (even though the only card associated with the auto-renewal account - based on their online dashboard - was an expired AMEX card... I have no idea how they managed to charge our business checking account, but it is deceptive to use a (now expired) card that they may have had access to in the past to charge us, because they couldn't charge the card we used last year (also expired - AMEX) This is not right.

  Business response

  03/21/2022

  Consumer Response /* (2000, 6, 2021/07/29) */ My bank issued a credit, because this card was not connected to the McAfee "auto-renewal" account and they were not given permission to use this card for this payment. So instead of a refund I instead desire an apology. Thank you.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received an email on Thursday, July 22, 2021 stating "I successfully subscribed to our recurring payment services. An initial amount of $255 was debited against your credit card. You will be charged once every three months. Deducted amount will appear in the relevant billing cycle". It was billed from ***************************************** XXXXX-XXXX. It gives a client ID #CORPXXXXX USD255. Company name McAfee, information from EET Endpoint Antivirus. Phone number X (XXX) XXX-XXXX in York AL. The email showed **** ***** name as the the person sending the email and "payment (order update CORPXXXXX) information as what the email was in regards to. The email stated we can opt-out of receiving notifications via email by contacting our executives at the above listed phone number. We did not knowingly subscribe to this and have no idea how they got our credit card info. I called our credit card company and as of Saturday nothing has been charged on our credit cards.

  Business response

  08/06/2021

  Business Response /* (1000, 5, 2021/08/06) */ Dear ******, This is ******* ****** with McAfee's Executive Customer Assistance Team. As mentioned in my email, we believe you received a phishing email using our name. The order information and contact number noted in your complaint do not match official McAfee details. Please note, official McAfee emails will come from a sender with a "mcafee.com" domain. If you would like to forward the email as an attachment to my previous messages, I would like to get it reported. If there are any questions, please feel free to contact me using the details noted in those correspondences. Thank you, ******* ****** Executive Customer Assistance Team Consumer Response /* (2000, 7, 2021/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I HAVE MCAFEE SECURITY ON MY LAPTOP. On May 9th I got a notice I was being charged a auto renewal of $99.99 for 5 devices #PLXXXXXXXXXX. I do not have 5 devices so I called McAfee on the May 10th and was given the $99.99 back and charged $29.99 for 1 device my laptop. I kept getting a little box popping up in the bottom right corner of my laptop say I hadn't paid and my computer was acting funny! I called around May 15th and spoke with a *****. I gave him my info and he found out that I had paid fo one device and was in the process of gems $99.99 back! He joined with me remotely and said I had 851 corrupted files and a Trojan virus on my laptop and I needed to pay McAfee $249.99 to clean up my laptop. I told him I'm on SS and can't afford that. He tried to get me to write a post dated check for the next month. I said I have a lot of medical expenses and can't promise I can cover it next month. Why do I have to pay to fix what they were already supposed to be protecting?.

  Business response

  08/10/2021

  Business Response /* (1000, 8, 2021/08/10) */ Dear *******, My name is ***** *******; I am a supervisor on the Executive Customer Assistance Team at McAfee. I have received your BBB 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 9**********1. 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, 10, 2021/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) They say my computer is ok and has no bad files. I'm not very computer smart but I still have to run all the test myself which will take a couple of hours. They said the one I talked to before was a fraud. I hope this one wasn't a fraud! They did call a couple of times and were very nice and didn't charge me anything.

*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. ↩