ComplaintsforMcAfee, LLC

Computer Services

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Initial Complaint
09/14/2024
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.
McAfee ads appear on the lower right side of computer screen, stating my computer has a virus and for me to run scan and buy McAfee product.
Business response
09/16/2024
Dear *****,
My name is ****** ******. I am on the Executive Customer Assistance Team at **********************.
McAfee can only send product alerts to a device if the subscription is installed on the device. Based on the description you have provided to the BBB as well as the additional information that was provided to the McAfee chat support team, it sounds like you may be seeing fake McAfee notifications through your browser.
I have sent you an email with more information related to browser push notifications as well as how to disallow them from your browser.
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 (**).
Sincerely,
****** ******
Initial Complaint
09/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been unable to use the Credit Monitoring feature of the software that I purchased for over a week. I have called in many times and I have been advised that I would receive call backs on 5 occasions of which I have received zero call backs. I have been left on hold several times while they are supposedly escalating only to be hung up on or left there for 30 minutes at which point I hung up.
Business response
10/02/2024
Dear Dennis,
This is Chris Hallums, with McAfee's Executive Customer Assistance Team.
Thank you for speaking with me regarding your complaint. I look forward to working with you to resolve your product issue with assistance from our technical support team.
If you have any questions or concerns, please feel free to reach out to me directly at 727-472-8761, Monday-Friday from 7 AM -4 PM CST.
Sincerely,
Chris Hallums
Executive Customer Assistance Team
McAfee
Customer response
10/02/2024

Complaint: 22283236

I am rejecting this response because:
The response from McAfee is that they look forward to working with me on the problem and not that it has been resolved. I will be satisfied when the problem is actually resolved.

Sincerely,

Dennis Glikman
Business response
10/09/2024
Dear Dennis,
After the last troubleshooting session, our team is working to determine if the VPN must be disabled to access the credit monitoring portion of your subscription. We are inquiring with additional teams internally to confirm if this is a necessary action to access and view the details of the credit monitoring service. Once we have received an update from the concerned teams, we will be sure to contact you and update you on their response.
We sincerely apologize for any inconvenience or delay.
Regards,
Chris Hallums
Executive Customer Assistance Team
McAfee
Customer response
10/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22283236, and find that this resolution is satisfactory to me.

Sincerely,

Dennis Glikman
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Mcafee pushes unwanted spam ads through windows, without alerting windows of the notification and where it comes from, to sub products that I have not bought yet, even though I already am subscribed. They have a broken program that brakes the law. Their technicians lied about it during trying to fix it
Business response
09/17/2024
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 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
09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, the advertisments from the program stopped as soon as their engineers took at it. Thanks for the help.

Sincerely,

***************************
Initial Complaint
09/06/2024
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.
McAfee LLC charged my bank account without authorization. They tried to charge my ex wife (divorced since 2016) and she did not want the product and cancelled. They tne sent me her credit card information, and I called her (**** ********) We made a conference call to Mcafee when they said they were going to charge me (my ****** Account). We notified them during the 3 way call I am not a customer and do not charge my account. On the phone with Mcafee the said no problem, they will not charge me. The next day they took $69.99 from my account. I called them and the said they did not, however, I have the **************** document with transaction going to ****** and then to Mcafee. They said on the phone they would return the money. They have not. It is not September 6, ****** confirms the money has cleared to Mcafee and Mcafee refuses to return it. I want my money returned.
Business response
09/11/2024
Dear Mr. *********
My name is ****** *******. I am on the Executive Customer Assistance Team at **********************. I have received your complaint with the Better Business Bureau, and I would like to get in touch with you regarding your concerns.

Apologies for any confusion regarding the automatic renewal. Please note moving forward that if you add a new subscription to your account, it will enroll you in the renewal service for that subscription, since a new contract or agreement has been added to the account. Automatic renewal is the default setting per our License Agreement (found here if needed: *******************************************************************************)but you can adjust your renewal preference at any time by logging into your online account and following the steps here: How to change or cancel Auto-Renewal,or by contacting support at **************************************************.

That being said, I see that the ****** transaction was pending on our end, and support was unable to refund when you first called us. Unfortunately, ****** transactions and refunds can have a 7-10 day delay in posting. I do apologize for the inconvenience. I do see that the ****** transaction in the amount of $69.99 did post successfully in our system on September 7th. The refund for the recent auto-renewal is now in processing. You should receive an automated email confirmation, and you should see those funds available to you within 7-10 business days.

If you have any additional questions or concerns, please feel free to reply to my email correspondence, or call me directly.

Thank you for contacting McAfee.

Sincerely,
****** *******
Executive Customer Assistance Team, **********************
Initial Complaint
09/03/2024
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.
My credit card account was charged multiple times this year and since 2021. I do not have an account with this company and have not had an account with this company. I have already contacted them and spoke with a ******* who informed me was charged when I do not have an account yet nothing was done. I want a refund for all money taken from my account from this year and into 2021. My account has been fraudulently charged and I will be contacting my bank as well.
Business response
09/13/2024
Dear Ms. ***************** 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 a refund was processed for the most recent automatic renewal when you recently contact support. At this time, the auto-renewal feature has been turned off for the subscription associated with ************************** and the billing information has been removed from the account as well.

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
09/02/2024
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.
As of September 2nd 2024 I have had partial screen obscuring notices on my computer by McAfee for 4 days stating that my computer is under contact. sometimes it says there are 7 viruses and sometimes it says 3. No matter how many times I click them off, they are right back there. I have ********* protection on my system and they haven't sent me anything. Oh yes, My McAfee contract just expired and they want $99 to remove the viruses.
Business response
09/05/2024
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. 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 (**).
Sincerely,
*************************
Initial Complaint
08/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got an email from McAfee company stating my invoice and my membership is good for 3yrs and I will be billed for $480.00. I never signed up for this so I called the number on the email ********** and I spoke with a gentlemen and I gave him the info to pull it up and I told him I never signed up and asked what was the last four digits of the card that was made to purchase and he hangs up on me. I called again got another guy and I told him how the last person hung up and if he does the same I am filing complaint and that's when he got nasty with me and we got in a verbal confrontation and he was calling me derogatory names like ******* and nigg** and I finally hung up. I want to ensure none of my cards were charged and no membership under my name!
Business response
09/05/2024
Dear *****,

This is ************************* again, with McAfees Executive Customer Assistance Team. Thank you for speaking with me today regarding your BB complaint.

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 *******************************.
If you have any future questions or concerns, please feel free to contact me directly.
Sincerely,
*************************
Executive Customer Assistance Team
**********************

Customer response
09/09/2024

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
08/26/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a two year Total Protection subscription for up to 10 devices on August 24, 2024 but I cannot register my account as my email address is not associated with my account so that I can get my husband's computer covered under the same subscription. I have talked with customer service and it was escalated to the support team but they cannot locate my email address with the recent purchase. I have paid through ****** so I have a dispute lodged with them and I will also lodge a dispute with my credit card company as well. All I want is to be able to register my account and add the protection to other computers I own.
Business response
09/04/2024
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 questions 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
09/04/2024

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
08/26/2024
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.
My auto renewal for a virus protection program was turned off months ago because I no longer would be using the program. McAfee continued to try to charge my debit card without my authorization for this entire month of August. I called my bank to ensure them that I no longer use that program and the auto renewal was turned off for that account earlier this year (2024). The bank continued to block their attempts at charging my card. Today August 24th I received an email receipt from McAfee saying that my card was successfully charged the $158 that they had been attempting to take out of my account all month. I immediately called my bank to try to dispute the charge and block them again asking how they were able to charge my card. The bank informed me that they possibly charged my card under another account name to be able to push the charge through and that theyve seen it done many times before by companies committing fraud. Or that they turned the auto renewal back on through their end. Either way, I did not authorize these charges. I will be disputing the charges once the payment post. Im very disappointed that a company that is meant to protect ppls privacy is actually going through extreme measures to violate ppls privacy and rights. Its absolutely disgusting of them. I have included proof of an email stating that they tried to charge my card even though auto renewal was off Sunday August 17th. I also have a banking alert where they tried to charge my card August 8, 2024. As stated above, they were also blocked by my banking institution so it was declined . I included another email from today August 24th that they charged my card without my authorization.I would like for the company to remove all my information from their system and no longer contact me. I wish not to even be contacted for promotion by this company. I would also like an immediate refund from this company!
Business response
09/10/2024
Dear Aminah,

My name is *************************; I am a supervisor on the Executive Customer Assistance Team at **********************. 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 ************. 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.

Sincerely,
*************************
Executive Customer Assistance Team
**********************
Initial Complaint
08/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased protection plan for my computer one year ago for $27 approximately. McAfee has charged me $160 a year later for a renewal. I have contacted them twice and been told a supervisor would call me due to me insisting on a refund. This charge overdraft my account and places my bank account into the negative $72. I would like cancelation and refund but the supervisor never contacted me as discussed.
Business response
08/28/2024
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, the refund for the recent auto-renewal of $160.49 is now in processing. You should see those funds available to you within 5 business days. Unfortunately, McAfee is not able to provide monetary compensation due to overdraft or banking fees, and we do encourage you to reach out to your bank directly. I sincerely apologize for any inconvenience this may have caused, however; I have attached an official McAfee letter to provide to your financial institution asking that they eliminate any fee(s).

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, **********************
Customer response
08/28/2024

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,

***********************

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