McAfee
Reviews and Complaints

My Mcafee anti virus software was renewed on 13th December, without my authorisation. A payment of £89.99 was taken from my credit card and when I called to ask for a refund, as I did not wish to renew, the man on the phone said that they couldn't uninstall the software because there were some viruses on my computer which needed to be removed before they could do so. at a cost of £59.99! I refused to pay this amount, as I hadn't authorised the renewal in the first place and expressed my concern as to how they had my details which allowed them to do so (this was a new credit card which hadn't been used for the original subscription - my mum had paid that with her credit card when she bought the laptop for me). I was given an alternative number to speak to someone else, but when I tried to call, it said the service was currently unavailable.

On 12/18 my McAfee Protection was downloading and installing the latest update. It got hung up at 2% installation and never continued. I had to turn the computer off by hand. When I rebooted the computer would not work properly. It would take 5 minutes just to open a program. I couldn't save anything or open anything. I spoke with McAfee techmaster and they said it was my hard drive. I knew it wasn't my hard drive so they ran a test and it said my hard drive was working fine. They removed McAfee Total Protection and the computer went back to working just great. So we determine it was McAfee causing my problem. They transferred me to someone they said was expert at McAfee and they would reinstall my McAfee. That took 2 1/2 hours and they didn't hang on for that whole time. I rebooted my computer and it was doing the same thing it was doing earlier. I called McAfee back and got someone who was hard to understand and was programmed to keep saying "Sorry for the inconvenience" which I'm sure she wasn't. She said McAfee was working fine. I told her I didn't care about making McAfee work I wanted my computer to work. She started a scan of the computer to find a virus. I told her I didn't want a scan as that would take hours and I knew it was McAfee that was the problem because when it was removed my computer worked fine. She told me that obviously McAfee won't work with my computer so I just needed to remove it and get a credit from the company. I told her I didn't want a credit that I wanted to speak to a supervisor. She told me there were no supervisors available (which I didn't believe). She just kept saying sorry for the inconvenience but I would need to remove McAfee myself from the computer and she would transfer me to someone to give me a credit. You should be able to fix the problem. I have had McAfee for years and until this latest update I have not had any problems except when it runs a scan it slows my computer down so I can't use it. I couldn't stop the scan despite clicking cancel several times. I just asked her to disconnect from my computer. She obviously wasn't going to help me. I removed McAfee from my computer after finishing with her and it works just fine.

I was so frustrated. She obviously didn't have a clue on how to fix it so she just wanted to get rid of me.

Norma Karter (my Mcafee techmaster number is [protected]. My phone number is [protected]. You should be able to listen to the tapes of my conversation with that tech who was useless.

I'm sure you deal with thousands of people and I'm just one. But I find it disgusting that you have tech people that are ignorant and unhelpful.

I was having problems trying to download my Anti Virus I had purchased. It wouldn't give me the page I needed to enter my 25 code, to download the Antivirus I had purchased. So I went on the support chat. Rather then help the person tried to convince me that my registration was bad and I should pay $159, for their advanced support. So I called Costco where I had purchased the computer a year ago. They helped me and said there was nothing wrong with the registration. If I hadn't already of purchased the Antivirus software I would have gotten something else. They were just trying to sell me something I didn't need, not help me with my problem.

Dear sir, mam
While activating of the mcafee antivirus plus, during scratching off the code panel, 2 digit out of 25 digit code wears out and i am able to activate it properly. So, please help me regarding this.
Hope i get a positive response.
THANKS.

In early 2016 I purchased an HP Computer from Best Buy which came pre-loaded with a trial McAfee subscription. Upon a prompt that the subscription had expired on the evening of July 12th I clicked on the buy prompt to renew, entered my credit card information and purchased the product. The next
screen that popped up informed me that the software was incompatible with my computer (really - it came with it) and instructed me to go to "My Account" and use the subscription on another device. I then contacted McAfee to get a refund (Sales Department) and was transferred to Technical Support. The person to whom I spoke could not understand me I guess (bit of a language barrier - I speak English) - he explained the requirements for the software (windows 10, HP computer - just what I have) and then transferred me back to the Sales Department - no one from either of these groups apparently aware that their website could or would tell me that the program would not work. Already feeling as if I had entered the Twilight Zone I was informed that I would indeed get refund in 7 to 10 business days and they could not do it sooner. I run a business - we issue refunds, they hit our customers accounts immediately. McAfee - now owned by Intel is collecting interest on my money which is the equivilant to theft in my book.
Do NOT buy this product - skip that step and find another company

This is a warning about trial McAfee subscriptions that are included in the purchase of any laptop or other device. I bought a laptop in December, which included a trial subscription to McAfee that I declined before the trial period expired, but even so I found an unauthorized charge on my credit card. I declined the charge and spoke to the vendor, who confirmed that there was no charge on my account, even though it was on my credit card statement. My bank advised that I had to cancel my credit card, which is difficult for me since I am based overseas. It has been pending to date, but I have since gotten a repeat charge (same amount) this month. I just spoke to another McAfee/Intel Security representative who also confirmed that there was no record of any charge on my account despite the charge on my credit card. They asked for my credit card number, which I refused given my issues to date with these unauthorized charges. It is worth noting that I had previously had a McAfee account with a now expired credit card so it's clear that the company has somehow been able to access the current card that I used to buy this laptop. I'm writing this as a caution to any laptop buyers to watch closely for any unauthorized charges from McAfee to their accounts. If you do, it is at your own risk since it is clear that this company cannot be trusted.

I discovered that for some reason I had 4 security plans running at once. I have made numerous call to Mcafee and have had 2 refunds. I am still trying to process a refund from January 2015, for £49.99 I was sent the bank transfer forms on 16/1/16. SRH 4845-[protected] (#6356-[protected]-5869)
I returned the filled in form on 20/1/16. ToIS6106 [protected]@message.mcafee.com
I had another email from you on 19/1/16 refund SR#484570-[protected](#6356-[protected]-5037
Service request [protected]
From Marnel A
I have emailed her but had no reply
I have called at least 3 more times and been told eventually that a refund would be made to my CC within 5 working days, I checked today and the refund was not there.
I wish to make a formal complaint .
Please send me details of your complaint procedure.
To Grace Esme Brendon
[protected]@hotmail.com
Regards
Esme brendon

In last 8 years, I have purchased many anti-virus software, but no one had such worst customer service to complaints. My antivirus pauses when it reached 33% and I have to manually unpause it. when I contacted the service center, I was told they cannot help me. Then I downloaded a software which gives the tech support in McAfee access to my PC so that they can check it, they too said they cannot help and upon asking what is to be done that person said nothing can be done.

This product is the worst, I cannot even download the anti virus protection. The activation code is not being accepted. I bought it at wal-mart and I have been trying to activate it with no luck. Why do I have to call a number and talk to an overseas third country national to get something so simple done.

12/24/2015 illegallyremoved the money from my account 89.99 pounds for antivirus protection. I wrote and phoned for the money to be returned, but on the phone tells me that it can be done online, but actually it can not be done because it is not working. Please help me to return my money from McAfee. Unlawful transaction details: Name: Aivars Vainins Order #: PL1645332076 Date: 24 December 2015

10/31/15 received an email from McAfee that they renewed my service in the amount of $53.99, and charged my credit card. I contacted them the same day, received a reply that my card would be refunded in 5 bus. days. That refund has still NOT been completed. I contacted them again today 11/16/15, received exact same email as 10/31/15 that my refund would be processed in 5 business days. Here is the email: Thank you for contacting Intel Security Consumer Support. We have recently opened a Service Request for support based on the information you provided us at our support website. Below you will find the details of this request for your reference. - Order #: - Service Request #: [protected] - Created Date: 11/16/2015 14:04:55 - Account E-mail: - Description: Please respond to my previous request #[protected] and: Dear Deborah, As you requested, a refund in the amount of 53.99(USD), for your purchase of McAfee AntiVirus Plus has been processed. The confirmation number for the refund is CS1618090126. Be aware, it may take 5 business days for the credit card or other electronic reimbursement to be completed. Please allow up to 3 weeks for refunds by check. Also, I uninstalled the McAfee app as soon as I received the computer back in June, I never installed the program to begin with, and I NEVER gave them my credit card info.

I bought a Multi Access McAfee program from Tiger Direct along with my laptop...When I attempted to access the McAfee website I ended up in India and was held hostage for 3 hours...they demanded 150.00 and told me I wouldn't NEED McAfee as my problem was adware...I refused, and they disconnected, but kept my PC hostage...The accents were very heavy and difficult to understand...it was obvious I was NOT talking to a US person...NEVER again!

Have been using McAfee for about 5 years. Installed a new workstation computer. New computer also came with a free trial of McAfee LiveSafe. When this expired, my new computer was not protected. I still have 11 months to go on my fully paid for licence. Phone McAfee support to transfer my licence from the old computer binned, to the new computer. Spent over one hour on the phone with McAfee technical support (I assume in India) where they attempted to con me through a series of fraudulent diagnostic tools and logging in and showing me around my computer, attempting to convince me of all these massive serious problems I have on the computer (which was less than a month old !). Anything they could find in my Action Centre would be picked on. Software conflicts of no relevance. Even attempted to tell me my Windows Updates were Stopped and not working (this despite the fact I sat in front of them updating before calling them, and seeing them work again the next day!). The fraudster attempted to do the following. He could fix my serious problem of software conflict etc. now for US $120. Or I could take out a multiyear support contract for about US $400 (and if I did that now, he could waive the $120 fee for tonight). He spent an hour on the phone attempting to convince me before I got tired, and left without getting my licence transferred. He also bagged my local IT support stating they have not set up my computer correctly. I then phoned my local IT support next day, who IN 10 MINTUES FLAT fixed my problem and reassigned the licences for me. He also never charged me for the service given what I went through with McAfee. I have now turned off the auto subscription, and will move to another provider as soon as that is over. My other computers (family and work) are already transitioning to something else as required (and the new product is HALF the price of McAfee as well). Not only that, I had to in any event take McAfee of any laptops as it slows the whole machine down. It really only works on workstations.

I purchase 3 years subscription to mcafee live safe when I purchased my laptop last year, the past two months my computer has been running progressively slower and slower and frequently stalling. I also had my bank account hacked by spyware installed on my computer, My mcafee picked up nothing, when I rang them they couldn't care less, they refered me to a third pary company who said I would have to pay £189 to have my computer checked, I asked to be transfered to customer services as I wanted to cancel my cover they could not have cared less, so I uninstalled it and installed AVG, what a difference it is like having a new computer it is working super fast no stalling, I would highly advise anyone thinking of buying mcafee not to do so. The customer serivce team speak poor english, which i cannot blame them for obviously mcafee prefer to out source to india as it is alot cheaper but it makes communication extremelly difficult and feels like there is no accountabiltiy directly to the company, they were more than happy to cancel my subscription with out any offer of a solution.

I brought some virus protection from mcafee and wasnt sure it was downloaded right on my computer. I called mcafee for help. The guy named dave said he would help me download it. He said he wasnt able to cause i had an hacker and would cost me 245.00 to get rid of it. He said if i wouldnt my screen would soon go blank. I told him i couldnt afford it so he told me to just throw my computer away. I hung up on him and guess what, my computer went blank. Didnt have any problems before. This company will rip you off. They are nothing but scam artists.

I have had nothing but problems since I became a client of McAfee Anti -Virus Computer Software. I have had my subscription premature cancelled, I have had virus and Trojan attacks on my computer while having McAfee software protection or I thought I was protrected by the software that I purchased. And most recently when I inquired about a assertion that the McAfee Software was basically nonexistent on my computer and/or not what it was advertised as being able to protect my computer(s) against virus or Trojan damaging properties, I was, within 24 hours, cancelled. When contacted they would not even reimburse me for the 8 months of service that I had left on my 2 year subscription. I strongly recommend that anyone contemplating McAfee Software for protection of their home computers take heed and be warned that your money will be ill spent on this worthless product and worthless organization that represents it.

Benjamin C. Patterson
South Carolina

From: [protected]@mcafee.com
To: [protected]@live.com
Date: Fri, 16 Jan 2015 13:09:53 -0800
Subject: McAfee Account Update Confirmation

Dear Benjamin,

This email confirms that your Always On Protection has been cancelled for McAfee All Access - Individual.

Always On Protection ensures that your computer security protection is always up-to-date by automatically renewing your license annually. Without the Always On Protection feature, your PC will not be up-to-date as soon as your subscription expires.
If you want to reactivate the Always On Protection feature so there's no lapse in your McAfee security, simply:
1. Log-in to "My Account" and you will see your product(s) and the expiration date(s).
==> https://home.mcafee.com/Secure/Protected/Login.aspx
2. Click on "My Profile" and ensure your billing information is current and complete.
3. On the left hand side, click on "Auto-Renewal-Setup, " then "My Auto-Renewal Settings, " enable the Always On Protection, and click "Done."
Please do not reply to this email. Thank you.
Sincerely,
The McAfee Team

Date: Thu, 15 Jan 2015 17:34:19 -0500 (EST)
From:
Subject: Re: Your McAfee Account (SECOND REQUEST)
To: [protected]@mcafee.com
Cc: [protected]@pbtcomm.net, [protected]@live.com

I demand an answer or a refund of my two year subscription for my computer and other 3 devices. The subscription should be in the name of [protected]@live.com or [protected]@pbtcomm.net. I will give you 7 working days to reply to this request. 13 days is ample time to give me an answer.

Date: Fri, 2 Jan 2015 13:52:08 -0500 (EST)
From:
Subject: Re: Your McAfee Account
To: [protected]@mcafee.com

I have just been informed that my McAfee Computer Protection Software was not working on my laptop computer allowing viruses to infect and damage my laptop. Why has my McAfee Computer Protection Software stopped working on my laptop? I want an answer as soon as possible having purchased a 2 year subscription this computer protection software.

--- Original message ----
Date: 30 Jul 2013 08:54:24 -0700
From: [protected]@mcafee.com
Subject: Your McAfee Account
To: [protected]@pbtcomm.net

Dear Subscriber,

Thank you for registering with McAfee.

-------------------------------------------
McAfee® Mobile Security

From: [protected]@mcafeemobilesecurity.com
To: [protected]@live.com
Date: Fri, 23 Aug 2013 08:25:17 -0700
Subject: Welcome to McAfee All Access - Mobile Security

From: [protected]@mcafeemobilesecurity.com
To: [protected]@live.com
Date: Fri, 23 Aug 2013 07:42:17 -0700
Subject: Welcome to McAfee All Access - Mobile Security

From: [protected]@mcafeemobilesecurity.com
To: [protected]@live.com
Date: Fri, 23 Aug 2013 07:04:18 -0700
Subject: Welcome to McAfee All Access - Mobile Security

From: [protected]@mcafee.com
To: [protected]@live.com
Date: Fri, 23 Aug 2013 05:49:49 -0700
Subject: McAfee Purchase Receipt

Dear Benjamin Patterson,

Thank you for your McAfee purchase.

Information on your purchase can be found by accessing My Account Info at: http://home.mcafee.com/Root/MyAccount.aspx?culture=EN-US&affid=0

Details of your purchase appear below.Please save this email as a confirmation of your purchase.
--------------------------------------------------
CONFIRMATION RECEIPT
--------------------------------------------------
Name: Benjamin Patterson
Order #: CS1320288129
Date: Friday, August 23, 2013
--------------------------------------------------
McAfee® All Access - 1-year subscription : $99.99
McAfee All Access - Virus Removal Phone Support - : $0.00
From: [protected]@live.com
To: [protected]@is.instantservice.com; [protected]@pbtcomm.net
Subject: Service Question on Current Software
Date: Sun, 11 Aug 2013 13:28:25 -0400
I am writing you today because I am somewhat perplexed by the interaction with a McAfee Representative on my request to have a Samsung Tablet added to my current protection plan (offering 3 device protection). I currently have McAfee Total Protection 3-User3 Licenses: 2 in use, 1 unused. Your representative has told me that my software is incompatable with the new device I want to add and offered me a fix (new software) for 49.99 for 1 year and 89.99 for two years, however, he indicated that my current subscription unused portion/rebate could not be applied to the new product because it was made by a third party (Winferno). I told him I bought the software from McAfee advertised in a McAfee Product Box with a McAfee Logo without mention of a third party. I would like to renew my account and add this device. The representative indicated that the only product available was (McAfee All Access). Please let me know what I can do for continued service/computer protection of all my devices (to include the Samsung Tablet), how much it will cost of a 2 year subscription and whether or not I can apply the 36 day unused portion of my existing subscription to the purchase/renewal price). I have enclosed the online conversation along with the exsing subscription information for your reveiw to answer my purchase inquiry as an enclosure.

I have been having a lot of miscommunication and problems with McAfee and I do not understand why with the cancellation incident earlier this year and now the representatives double talk and misinformation prompting me to question McAfee's dedication to customer satisfaction and product integrity.

Thanking you in advance for your assistance in this matter.

Benjamin C. Patterson

Discount: $50.00
Total Price: $49.99
Date: Tue, 26 Mar 2013 08:28:33 -0700
From: [protected]@is.instantservice.com
To: [protected]@live.com
Subject: RE: McAfee Customer Service SR-[protected] (#6356-[protected]-3693)

Dear Benjamin Patterson,

Thank you for contacting McAfee Customer Service.

I am Ganesh, the supervisor handling your request.
I have reviewed your contact history and I understand that you would like to confirm that two of your computers are protected with McAfee and you want to know why you keep getting "Not Protected" pop-up messages from McAfee.
I regret the inconvenience this issue has caused you. I can assure you this is not the type of experience we expect or accept here at McAfee. I am happy to do whatever I can do with my limitations to leave you with a good impression.
Your account has been verified with the e-mail address [protected]@live.com. Your current subscription 3-User McAfee Total Protection is valid until September 16, 2013.
From your McAfee account, I see that you are using two computers (BENJAMINPATTERS and BEN-PC) with 3-User McAfee Total Protection subscription. I assure that both of these computers will be protected by McAfee until your subscription expires.
Regarding Not Protected Messages:
Benjamin, I would like to inform you that we are in McAfee Customer support team and the issue you have described seems to be technical in nature. I regret to inform you that I cannot personally assist you because we are not trained to handle technical issues and do not have the tools to correct such errors.
Please note that we need to check the McAfee's and your computer settings so that we can provide appropriate resolution, in order to fix this problem. However, as we are in e-mail support it is practically not possible to provided default instructions in e-mail. Because, if any of the instructions is wrongly followed it might cause serious problems in customer?s computer.
Hence, McAfee offers free live Technical support, so that customers can get live assistance from our trained technicians. If you had any issue while following the instructions, they can also take remote access in your computer with your permission to fix the problem.
So, I would recommend you to contact our technical Support team and provide the service request number for this e-mail (484570-[protected]), so that your call or chat session would be transfer to McAfee higher level technician to get better assistance with this issue.
You can get in touch with our Technical Support Team using the following options for free of cost:
Option 1: You can Chat with one of our live technicians 24/7 by using the following link.
http://service.mcafee.com/Callback.aspx?eventid=directlink&sg=TS&st=CHAT&pt=FREE&lc=1033&supp_prod_id=10063
Option 2: You can also talk to one of our Technicians by calling us on [protected] and selecting option 1. Our Technical Support Team works between 8 AM and 8 PM CST throughout the week.
Your Service Request number for this incident is [protected]. You can quote this number in your further contacts.
Please include your previous correspondence when you reply to this email.
For all of your Customer Service and Technical Support needs, please visit http://service.mcafee.com
Thank you for contacting McAfee Customer support!
Sincerely,
Ganesh
McAfee Customer Service -Tier 2
Date: Sun, 24 Mar 2013 15:23:03 -0700
From: [protected]@is.instantservice.com
To: [protected]@live.com
CC: [protected]@pbtcomm.net
Subject: RE: McAfee Customer Service SR-[protected] (#6356-[protected]-0858)

Dear Benjamin Patterson,

Thank you for taking your time to reply to McAfee Customer Service.

I understand that you have been given assurance by one of our associate however now you have issues with McAfee, hence you are not happy and like to contact the higher authority to resolve the issue.
I feel that this issue would be best addressed by my supervisor and therefore I am escalating this to my Tier 2 customer service team.
Our escalation team will be in touch with you within next 48 hours via e-mail.
I would like to apologize for the inconvenience this might have caused you. However, this is been done to ensure that you get an appropriate resolution for the issue.
Your Service Request number for this incident is [protected]. You can quote this number in your further contacts.
Please include your previous correspondence when you reply to this e-mail.
For all of your Customer Service and Technical Support needs, please visit http://service.mcafee.com
Sincerely,
Pratyusha Sri.P
McAfee Customer Service ? Tier 1
From: [protected]@live.com
To: [protected]@is.instantservice.com
CC: [protected]@pbtcomm.net
Subject: FW: McAfee Notification
Date: Sun, 24 Mar 2013 13:07:58 -0400
I was assured on 21 March 2013 that my computers (Toshiba Laptop and Dell Desktop) were in fact protected with a product I purchased in February 2013. I was further assured that no more messages would be forthcoming about any problems with McAfee products or coverage of my computers by a McAfee Online Representative after numerous questions and responses. This assurance has turned out to be nothing less the "###" to get me off the telephone. See the snap shot of the notice I received just today (3/24/2013). Someone at McAfee is lying to me and I do not appreciate it. Please answer my questions below before I cancel my current subscription and demand a full refund for inferior services.

(1) Are both of my computers covered by my current anti virus software purchased? Yes or No
(2) Why am I getting these online popup messages indicating that my computers are not protected? Why

After trying to straighten this mess out since February 2012 (see the numerous messages and complaints you have on file or I will be glad to send them to you) only to have been provided the most inept support by your customer service and technical departments, I can only assume that there is no remedy to my situation.

Furthermore, please provide me the address and name of the highest responsible party at McAfee so that I can provide him/her correspondence that shows my history of ineffectual service to my problem. I would like a reply within 3 working days, if you don't mind.

Your Dell PC protection expired 02/10/2013.
Actions
McAfee ([protected]@mcafee.com)
3/12/13
To: [protected]@live.com
Your PC Protection has Expired
Actions
McAfee ([protected]@mcafee.com)
2/25/13
To: [protected]@live.com
McAfee Protection - Order Number 1779280 ‏
Actions
Ben Patterson
9/20/12
To: [protected]@mcafeeprotection.com, [protected]@pbtcomm.net
I want to know how the hell I got a csrss.exe (trojan) on my computer when I have had an active McAfee account and then a technician working for y'all from India (based on his name) wants to charge me
From: Ben Patterson ([protected]@live.com)
Sent: Thu 9/20/12 1:55 PM
To: [protected]@mcafeeprotection.com; [protected]@pbtcomm.net
I want to know how the hell I got a csrss.exe (trojan) on my computer when I have had an active McAfee account and then a technician working for y'all from India (based on his name) wants to charge me an additional $400.00 to delete the trojan from both my computers?
YOUR ORDER AND BILLING INFORMATION

The charge for your order will appear on your credit card
statement as WWW.MCAFEEPROTECTION.COM

Order Number: 1779280
Order Date: Sunday, September 16, 2012

Billing Address:
BENJAMIN C PATTERSON
1732 PAUL HITE ROAD
LEESVILLE, SC [protected]
United States
[protected]
[protected]@live.com

Shipping Address (applies to orders with CDs):
BENJAMIN C PATTERSON
1732 PAUL HITE ROAD
LEESVILLE, SC [protected]
US

Tax: $0.00

Total Order Amount: $59.98

Payment Type: Credit Card

THIS IS A COMPLAINT OF MCAFEE ANTI VIRUS PROTECTION. ON MY SAMSUNG ANDROID. Last night whilst watching Filmon, and not for the first time, a message came on the screen. It proved someone had accessed, (with no warning from McAfee), via the personal message, that my emails have been accessed.
I was watching BBC's The Apprentice. I want you to look into identifying who, and where this breach came from, as I believe I know the t..t who did this.
HELP URGENTLY!