ComplaintsforMcAfee, LLC

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Initial Complaint
11/01/2024
Complaint Type:
Billing Issues
Status:
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.
I have requested cancellation of my subscription 3 billing cycles ago, which the customer service *** on the phone reluctantly agreed to, but I have received 2 bills since, the most recent today.When I got the bill a year ago, I changed my credit card number to avoid them billing me this year, but they somehow got the number. The ******************* said it is because of an electronic token that they can get the new card number. I had no idea that this was possible.I have disputed the current billing cycle charge with the credit card company. It is pending.I have not used the product for which I have been billed for at least 3 years.They refuse to cancel the account and/or the automatic renewal.I would please like a refund of the charge for the current billing cycle, automatic renewal removed, and my account cancelled. Thank you.
Business response
11/08/2024
Dear ******,

This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your BBB complaint.

Per our conversation, the last charge that we show associated with your provided account details, under ******************** was for $140.92 on September 8, 2022, for McAfee Total Protection. Per our records, you contacted our support team on September 10, 2022, and a refund (Refund ID: ************* was issued for the renewal of your subscription. As of October 10, 2023, your payment details were removed from the account under ******************** thus preventing any further charges associated under this account.

As mentioned during our call, it is likely that you have another McAfee account associated with a different email address, with an active subscription. If you are aware of any other email address associated with McAfee, I would be more than happy to continue searching our records for the charge you recently incurred. Additionally, you are welcomed to call me directly to provide the first 6 digits and the last 4 digits of the payment instrument that was charged to aid in locating the recent charge.

Lastly, you made note that you recently disputed the charge you incurred with your bank. Once the dispute has been settled, you should receive further detail from your bank regarding the account associated with your recent charge. Typically, most customers receive the Order ID associated with the first purchase of the subscription, and the email address that was provided with the transaction.

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 this e-mail. I look forward to assisting you.

Best Regards,
***** *******
Executive Customer Assistance Team
**********************

Customer response
11/08/2024

Complaint: 22501878

I am rejecting this response because:
I have supplied requested information to McAfee needed to resolve this complaint, and complaint has not been resolved yet.
Resolution will require a refund from McAfee and cancellation of the account including cancellation of automatic renewal.
Thank you.

Sincerely,

****** *****
Business response
11/12/2024
Dear ******,
We have responded to your messages regarding the additional detail provided. At this time, the requested outcome of your complaint cannot be provided due to the lack of relevant details related to the recent charge you incurred, and inability to locate the originating account with the details provided thus far.
I look forward to continuing to work with you to bring this matter to a close. If the necessary details to locate your additional account are not provided, we will have to wait until your transaction dispute with your financial institution or credit card provider has been settled.
Sincerely,
***** *******
Executive Customer Assistance Team
**********************
Customer response
11/12/2024

Complaint: 22501878

I am rejecting this response because:
A refund to the credit card charged by McAfee has not been processed, automatic renewal has not been cancelled and my account has not been cancelled.
This must be done in order to accept their proposed resolution to this complaint.
McAfee's claim that they "cannot find my account" to complete the resolution does not make sense, since they found my account to make the unwanted and inappropriate charge for service that I neither wanted, nor received and which I had previously cancelled, which was agreed to by the customer service *** to whom I requested cancellation.
Thank you.

Sincerely,

****** *****
Initial Complaint
10/31/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On October 23 of 2024 we got charged from McAfee for a service we don't use. Called to cancel and get our money back. They said it would be here in 3-5 business days and it isn't here yet.
Business response
11/12/2024
Dear Mr. ***************** 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 to reply to my email or 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
11/12/2024

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
10/29/2024
Complaint Type:
Product Issues
Status:
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.
My subscription with ****** was going to expire in 30 days and they took $96.29 from my bank account. I contacted them informing them I did not want to renew and I wanted a full refund of the money and they agreed to refund the full amount. They only refunded $57.77. They refuse to refund the full amount.
Business response
10/30/2024
Dear Ms. ********************* 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 to reply to my email or 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
10/28/2024
Complaint Type:
Product Issues
Status:
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.
today (oct 28th) I spotted an email from McAfee stated that i needed to pay $149.99. I called the Number listed on the email and explained i did not order anything from them. they kept asking me for my bank account number. They gave me a form to fill out stating it was a BBB form, they still wanted an account number.thank you ****** ***** the phone #**************** my home phone **********
Business response
11/01/2024
Dear *********
My name is ****** *******. I am on the Executive Customer Assistance Team at **********************. I have received your case with the Better Business Bureau, and I would like to get in touch with you regarding your concerns.

Based on your description, we suspect the email received is a phishing attempt using the McAfee name. The phone number *************** is not a McAfee phone number, and I am unable to locate a McAfee account associated with ************************ originating from McAfee will come from a sender with a mcafee.comdomain, and our official support contact information can be found and verified at *******************************************.

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 How to recognize, and protect yourself from phishing.

If you have any additional questions or concerns, please feel free to respond to my email correspondence, or you may call me directly at the contact details notated in my email. I am in the office Monday-Friday, from 7am to 4pm Central Time (**).
Sincerely,
****** Emerson
Executive Customer Assistance Team, **********************
Initial Complaint
10/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have had a subscription with McAfee for antivirus protection for a few years now. Normally, I receive auto renewal messages and then it automatically renews. This year, I received many, many messages telling me that my coverage had already expired, and they could not charge my billing source to renew. On September 25, 2024, I went onto their website and renewed my 12-month coverage (antivirus). Today (October 25, 2024) I received my credit card statement and there is the 59-dollar charge for the autorenewal as well an additional charge for $119.99 for "merchandise." There is also a telephone number on the statement *************) that only gives a busy signal. It does not ring at all. I attempted to call the number I signed up with, which is also the customer service number on the website *************) but that does not work either. I tried using their chat bot. After selecting "refund" to have this investigated, the chat bot kept sending me messages to call the ************ number which does not work. So now I am stuck, and I cannot get in touch with McAfee via my online account, telephone, or their chatbot. There is an unauthorized charge on my account for $119.00 I do not want but cannot get a hold of McAfee to resolve this.
Business response
11/04/2024
Dear Mr. ****************** 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 to reply to my email or 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
11/12/2024

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
10/15/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought a computer in 2017 that came with a coupon for McAfee Antivirus Software. To activate it, I had to pay $49.99 for the first year. I was not aware of any additional renewal terms, nor did I authorize any such charges. Because the amounts of the subscription were random, and increased every year, and I had a severe medical illness requiring brain surgery, I didn't catch the annual charges for a "subscription". I was not notified that I even had an annual subscription for an anti-virus product, nor did I have any computer that the program was installed on. The only reason I caught the charge in 2024 is that I was doing my taxes, and saw the charge had come through in November of 2023. When I investigated the account the charges were billed under, I found out that the program had not been active on my computer for years. In 2023 the bill had increased to $149.99 per month without my consent in any way. I called their customer service line and was told that since I didn't notice the charges and cancel them within 60 days, there was nothing they could do. I informed them that ** has strict laws on subscription sales like this, and they told me they had one subscription policy for the whole *************, and that they could not do anything about a refund. That it was my sole responsiblity to catch their error and report it to them within 60 days. I asked for a supervisor, who said: "I can't do anything to help you with this because you didn't catch the error within 60 days. I can cancel the next charge that will go through in November, 2024, but that's all we can do for you."
Business response
10/25/2024
Dear Ms. ************** name is ****** *******. I am on the Executive Customer Assistance Team at **********************. We have received your complaint with the Better Business Bureau and would like to get in touch with you regarding your concerns.

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, I do see that the last charge associated with ******************** was in November 2023, and the automatic renewal feature was turned off on October 14, 2024, when you contacted our support team.

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
10/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I want to delete my McAfee account but they wont let me because they say I have an active subscription and to call T-Mobile to cancel my subscription. ******** says they have no record of subscription. McAfee I want to delete my McAfee account but they wont let me because they say I have an active subscription and to call T-Mobile to cancel my subscription. ******** says they have no record of subscription. McAfee wont let me delete my account. Wont help me says please talk to T-Mobile. And there is no record at all of me having a subscription and they just keep wasting my time going back and forth. All I want to do is delete my account thats it but I cant because I have a nonexistent subscription.wont let me delete my account. Wont help me says please talk to T-Mobile. And there is no record at all of me having a subscription and they just keep wasting my time going back and forth. All I want to do is delete my account thats it but I cant because I have a nonexistent subscription for McAfee and they refuse to help. As soon as the customer service *** read my issue he immediately leaves chat right away does not want to help in anyway at all. The only thing McAfee keeps telling me is to talk to T-Mobile and they disconnect
Business response
10/10/2024
Dear Mr. Justus,
My name is Lauren Emerson. I am on the Executive Customer Assistance Team at McAfee. We have received your complaint with the Better Business Bureau, and would like to get in touch with you regarding your concerns.

My apologies for the trouble you’ve had trying to cancel your McAfee subscription through T-Mobile. I was able to speak with our partner team, and they were able to confirm the cancellation of your T-Mobile subscription associated with Phone Number: (602) 386 9897; Email: Thomas.Justus.28@gmail.com.

If you do not wish to use the McAfee app, you will need to avoid reactivating it, since this phone number (602-386-9897) is still recognized as a valid, eligible T-Mobile number.

Please see my email correspondence for more information regarding your account. If you have any further questions or concerns, I can be reached using the contact details noted in that email.

Thank you for contacting McAfee.

Sincerely,
Lauren Emerson
Executive Customer Assistance Team, McAfee
Initial Complaint
09/30/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I canceled my ***************************** in September 2020 and subscribed to McAfee directly in October 2020. Until September 2024, I did not understand that McAfee had multiple subscription profiles under my account, so I continued to see the branded Century Link whenever I opened McAfee. ************ failed to notify McAfee of the subscription termination. I want McAfee to remove the Century Link subscription from my McAfee profile so there is no further confusion in the future. I asked McAfee to straighten this out as I am the paying customer. They refuse to clean up their mess and are asking me to talk to Century Link about a closed account from 2020. They told me they have a bigger paying customer than me and I must deal with that customer when I no longer have anything to do with that company. I want McAfee to spend there time fixing this issue.Hello,Greetings! Hope you are doing great!This is a follow-up email regarding your recent interaction with McAfee Support.From your interaction details, we could see that you wanted to remove the '***********' subscription from the account. Unfortunately, we do not have an option to cancel the *********** subscription. Kindly contact *********** support to get the subscription cancelled. For time being, we are keeping the Case # ******** as opened; but the same may auto-close within another 7 days. Thank you for being our valued customer.
Business response
10/02/2024
Dear Mr. ***************** 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, please feel free to reply to our email correspondence, or call me directly.

Thank you for contacting McAfee.

Best Regards,
****** *******
Executive Customer Assistance Team
Customer response
10/03/2024

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.
After hitting a brickwall talking to the call center people that were not able to escalate the issue to someone to resolve it is nice knowing there is someone at McAfee that can resolve common issues.

Sincerely,

***** ****
Initial Complaint
09/28/2024
Complaint Type:
Order Issues
Status:
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.
Less than ninety dollars
Business response
10/07/2024
Dear Michael,

My name is Chris Hallums; 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. I have tried to contact you by phone, but I was not able to reach you.

Please feel free to contact me directly at 727-742-8761. 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. I look forward to assisting you.

Sincerely,

Chris Hallums
Executive Customer Assistance Team
McAfee
Initial Complaint
09/18/2024
Complaint Type:
Delivery Issues
Status:
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.
The business keeps putting pop *** on my computer saying I have viruses and computer is compromised. 85 to 100 pop *** per day. I have protection from another source. I have to delete these everyday and 5 minutes later they are popping up again.
Business response
09/26/2024
Dear *******,

This is ***** ******* again, with McAfee's Executive Customer Assistance Team. Thank you for speaking with me regarding your recent BBB complaint filed against McAfee.

We have reviewed your complaint and have determined that the messages you are receiving were 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. Please note that McAfee users will receive notifications on their desktop from the software, as long as the McAfee software is installed on their device. If you are not a McAfee user, it's highly probable that you are receiving browser notifications from a third party, crafted to mimic our software and strike concern or worry in the recipient. For instructions on how to disable these kinds of notifications, based on your specific browser, please see our knowledge base article, "Your browser is displays fake McAfee notifications", using this link: *********************************************************************************.
If you have any further questions or concerns, please feel free to contact me directly.
Sincerely,
***** *******
Executive Customer Assistance Team
**********************

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