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Karl of Castaic, CA (04/02/08)
Renewed McAfee VirusScan Plus Firewall and AntiSpyware on February 22, 2008, and computer is still not protected. Unable to contact McAfee by e-mail or phone. After sales service is nonexisitant.
Will have to uninstall/remove remains of old software and purchase new from a different vendor. Out $29.99.
Laurance of Kuching OTHER (03/04/08)
I was charged without my authority for renewal of Anti-virus software. Like other victims, Mcafee used my old account info to charge my credit card with $39.90 for renewal . My credit card expiration date is not even up to date; I wonder how they can go through the transaction. I have been trying to contact or email them but with no success. I think it's a rip off.
Doris of Sylva NC (02/29/08)
I was sent a service notice from McAfee today. I thought this was odd because I had quit McAfee back in May of 2007. Out of curiosity I went to the website and signed in thinking I am not going to get anywhere because I don't have it anymore, and I did not to my knowledge approve any charges. Well, guess what? I was charged a renewal back December 2007--and not for one computer but 3. After several failed attempts of trying to contact them, I finally got through and was told that when I signed up I had agreed to the automatic renewal. But I had quit McAfee back in May of 2007. The kicker of that is my old computer bit the dust, and I have a new computer and no records. Ok, so I still have virus protection for which the software is not on my computer let alone 2 others.
But you know what really got me upset is that I am getting charged for 3 computers, and they say it is for one subscription. Is it one subscription or 3? And if that wasn't enough, they don't give you a break in price for renewal because you are protecting 3 computers; and McAfee does not give single subscriptions any more. Since they are protecting 3 computers the charges are justified to them. But I don't have 3 computers; I only have the 1. Now, since it seems I have virus protection through McAfee because my 60 days are past for a refund, are their charges worth it for 1 computer? I don't think so. Maybe I'm wrong. But why should I pay for 3 computers when I only have 1? Are there others that have this same complaint?
I just don't think that a company should be able to rip people off with the gimmick that you are getting more for the money, when in reality the only one getting more is the company. I am not getting more for the money; I am being charged for something I don't have. I don't have 3 computers; I have only 1.
S of Hermitage TN (02/13/08)
McAfee Security came preloaded onto our Dell computer 3 years ago. We were to get 18 months free. At the end of the 18 months, we were not given the option of declining the subscription renewal. Upon renewing, it started popping up messages that McAfee had expired, even though it was running daily updates and weekly scans and proclaiming that our computer was fully protected. We were told to uninstall it, but couldn't. Updating with their site did nothing either. After contacting Customer Service 3 times, they finally fixed the expired problem. Some of the new McAfee updates messed up Windows Media Player and we could not use it.
In November, McAfee automatically renewed our subscription and we had no opportunity to decline the renewal. Last week our computer hard drive failed and had to be replaced. We do not have McAfee now and frankly don't want to fool with the constant pop-ups for updates, etc. I contacted them and they said that since it was past their 60 day refund period, their policy prevents them from pro-rating or giving refunds after that 60 day period. So we have paid for McAfee through November, 08, yet it's not on our computer.
John of Salisbury OTHER (01/27/08)
My subscription was renewed in Dec 07 before it was due and without my authority. I had much difficulty in contacting the company to complain, but did so in the end. My bank has informed me that the charge has been debited to my account. On 14 Jan 08, I was informed by the company that my $59.99 charge would be returned to me. However, so far this has not happened and I am having great difficulty in contacting McAfee to chase them up. I will shortly place the matter in the hands of my solicitor.
This is an unacceptable breach of my rights to choose which computer security service I wish to purchase.
William of Sarasota FL (12/09/07)
I noticed a $39.99 charge from McAfee on my Delta Skymiles American Express. I rarely use that credit card for anything anymore, which suggests that McAfee uses some old account information it had on file for me to charge me, without me taking any affirmative action at all to sign up. After calling McAfee customer service and being disconnected without being able to speak to anyone, I contacted online customer chat service (I have a copy of the online conversation), and informed the representative that I did not sign up for a paid subscription with McAfee because I had been receiving it free for a long time through AOL. After asking several times with no response, I was finally told when I supposedly signed up for McAfee, which was around the same date I had purchased a new laptop a few months ago. I informed the representative that I never signed up for a McAfee subscription at that time, that maybe their software did it automatically when I received my new computer, that it would be improper if that was the case, and that I want it cancelled with a refund. I was told that I would have to call AOL for a refund, even though I repeatedly insisted that AOL did not charge me - - McAfee did.
In general, the representative was slow, unhelpful, and unresponsive. I cannot help but feel that the representative wanted me to waste more time to jump through more hoops with AOL when this was clearly a McAfee issue and when AOL would clearly not be able to help me, hoping that I would give up and let the charge stand. After the conversation with the McAfee representative, I called American Express and told them to remove the charge from McAfee, and I explained why. Later that same day, I received what appeared to be a computer-generated email from McAfee entitled McAfee Subscription Renewal Confirmation, stating that my subscription had been successfully renewed using the payment information on file, and giving me the option to cancel with a full refund within 60 days of the email. Yet, I had just chatted with the McAfee representative hours earlier and was told that McAfee could not issue me a refund. I cannot help but suspect that I would never have received such an email had I not taken affirmative action on my own to dispute the charge. The charge occurred on a weekday but I did not receive the email until Saturday evening - - on a weekend, and after I complained.
I wasted time, had a lot of aggravation, and a $39.99 charge that was remove by American Express at my request.
David of New Berlin WI (11/09/07)
I purchased Virusscan Plus for an existing PC to update virus protection. Paid $40. It failed to download properly because the previous McAfee needed to be deleted first. I attempted to delete version automatically via the prompt,as well as manually to no avail. I then used the on-line services to resolve and tried all options available. Nothing worked. The only other option was a pay phone call. To protect the PC, I called and was walked throught the exact same steps as the on-line service at a fee of $60! Finally, the tech told me that the issue needed to be raised to the next technical level. They would call within 48 hours. 5 days later, nobody calls. I start sending e-mails to McAfee and 3 different times they communciate back that someone will be back to me in 7-10 days!!!! This has been going on for over a month!!!! They provide no phone number and don't respond. I finally spent another $60 on Norton, downloaded and it it works great.
Glen of Biloxi MS (11/08/07)
i tried to update my mcfee virus software online, i opted to pay via paypal. mcfee billed me but never updated my software, when i tried to contact someone about the problem, their web site just bounces you around and never lets you address that particular issue. so unless your problem is in there data base, you are just SOL.
Edward of Long Beach CA (04/03/07)
I bought my computer over a year ago and it came with McAfee already loaded. I would never opt to an automatic renewal (when things just get cheaper one year later), however they somehow managed to get my signed on and recently debited my checking account to my surprise. I called today to dispute the charge that was made on my debit card for a subscription that I didn't re-order. The sales person said she was going to credit my account and send me an email about the refund. I haven't seen anything yet.
An unwanted charge to my debit card for $39.
Jyl of Addis LA (03/21/07)
I purchased the virus scan and after 3 months, I am having to download this software every day. I know it has nothing to do with my computer after talking to several other people. Mcafee wants me to buy an upgrade and my software is supposed to be good for 12 months.
mcafee is leaving my computer unprotected every day even though my contract says that I will be protected for 12 months. Was only protected for 3 months and now I have to download the software every day if I want to be protected. Who would be happy with this?
Howard of Ledyard CT (03/06/07)
McAfee provides computer virus protection. If you give them your credit card number and agree to automatic renewal, it is virtually impossible to notify them if you don't want renewal. I've been charged by Visa for a service I haven't used in more than a year, because I switched to Norton after removing McAfee from my computer two years ago, but am still being billed by McAfee. I have read many similar complaints by others through the internet about McAfee's unscrupulous business practices.
I have an unpaid bill for $69 that Visa claims I owe them, even though I've furnished them with Norton receipts.
Russell of Spokane WA (03/06/07)
I bought your virus protection plan from you about this time last year. I paid for 3 years. Now after only 1 year you say I need to renew. What is the deal??? Last year I tried to cancel this plan because I found I was covered by Comcast.I E mailed your people back and forth for a month and you finally told me after a month that my month to be able to cancel was up. I really think that was a ripoff.
Michelle of Scottsdale AZ (11/10/06)
My company purchased a Dell computer in May of 2006 that came with pre purchased McAffee software bundle of Anti Spyware,Personal Firewall,Privacy Service, Spam Killer and Anti Spyware. My Anti Spyware wrongfully expired in 9/2006,and despite over 20 attemtps to recify the problem by working with technical support, and customer service, they expect me to pay for the software I already bought in order to make it work correctly, The problem is with an expired DAT file in the software that allows it to recieve updates. This is why the Anti Spyware product has stopped working.
Instead of addressing this problem, and giving me the programs tools or instructions to fix this program that has already been paid for since it is bundled with McAffee andti virus, they have chosen to be lazy and repeat the same usless reccomendations and suggest that I purchase the product again. This is robbery! I want my product that has already been paid for to function the way it should.
My company computer is now at risk to spyware and other threats because McAffee has declined to provide me with the program tools that my company has paid for the right to utilize to protect our machine. I have wasted at least 10 hours of company time in the last 3 months trying to work with their staff to rectify the situation. i am constantly interrupted in my daily tasks by the program malfunctioning. It has cost me work hours and has the potential to cost my employer more by allowng my computer to be at risk despite having paid for the product to protect it.
Richard of Essex Fells, NJ (10/30/06)
Upgraded to Security Suite 7.0 now I can't send email using Outlook 2003. The only message I get says that SpamKiller blocked the email and I should resend the email. I tried disabling WormKiller, blocking outgoing mail, etc. I beginning to think it easier to deal with the Spam and viruses then it is to configure McAfee.
It looks like all of the support options I can try involve waiting on the phone and paying for support. Last time for McAfee. When this expires or I get another PC I think I'll go for a different product.
Jennifer of Lawrenceville, NJ (10/24/06)
I downloaded McAfee Internet Suite in February 2005. In October 2005, I had to uninstall the program and repurchase it because of all of the problems. It would shut off, freeze my computer and eventually stopped allowing me access to the internet. I got a message saying I was blocked and needed to contact my administrator. It is a personal computer, so there is none!
About three months ago, after installing the "urgent updates" I was not allowed access to the internet again so I uninstalled McAffee and installed Norton. This morning I woke up to an e-mail saying that my Mcafee subscription has been renewed for $74.19!
I have requested a refund via e-mail and will try via phone tomorrow. I am working two jobs to put food on the table, and I cannot afford surprise charges for $74.19.
Betty of Dixon, IL (10/14/06)
I have been using McAfee Anti Virus and Firewall for years. I got an email that it would be time to renew it, but I looked at my paid account and saw it was two or more months before payment was due. I thought, oh, well, I'll get it renewed so that I don't forget and it runs out. Bad decision!
I then got an email that McAfee had made things a lot easier and more user friendly and that I should update my products. I updated...another bad decision. I have had nothing but problems ever since. I can't do a scan or when it does its scan, I can't see if what is happening or see just what files it is scanning.
I went to their live chat and for many days worked with so many techs that I was getting ill. I did what each one said to do and still I keep getting messages that the McAfee version I am using is for a different version of Microsoft Windows.
I have had a lot of deep concerns as to just how safe my computer is now. I am very disappointed in the whole concept McAfee projects, and top of my list of concerns is the way in which customers are treated during phone calls made to them regarding tech support.
Dr. Colleen of Hailey ID (09/29/06)
I was not able to fill in the information for address and phone number for McAfee because the man with whom I spoke was just at a call center that is not related to the company. McAfee software came with my Dell computer. I remewed it for one year. Then, without my knowledge, the company charged a renewal using my credit card # which they had kept on file. I had a great deal of trouble finding a way to telephone them or email them to request a refund. I tried to reply to their email but received a message that they were not accepting emails.
The way to contact them for a refund is buried in a small paragraph that is not even relevant to refunds. So, I called and received a refund but only after much interrogation. Because I never approve automatic charges to my credit card, I asked how this had happened. Evidently, after you order the product, pay them money for it and download it, they send you a license agreement which is quite lengthy. Buried in the license agreement and after the financial transaction has already taken place, they inform you that they have the right to automatically remew your subscription and charge your credit card. I told them that I thought that this was a dishonest practice. I was told that they are receiving many complaints about this practice.
Roger Cleethorpes U.K. (08/14/06)
McAfee sent an email saying my annual renewal was due, I replied that I did not require to renew as I would not be using their system any longer. Two weeks later they took the fees from my bank account without authorisation, I again emailed them requesting reimbursment and three months later I have heard nothing.
Dana of Westerville OH (08/04/06)
There was an pop up message from McAfee that there was an urgent update for the AntiVirus software. I downloaded the update which 1) failed to install properly; 2) disonnected my internet connection completely; 3) disabled some of my USB ports.
To locate the problem I had to contact Dell Computer (my original subscirption to McAfee was through Dell) and pay $99 for online support. After 2 1/2 hours on the phone with Dell, we were able to re-establish internet connectivity and then had to wait nearly 1 hour in que for McAfee technical support. McAfee said through the online chat that they would call me back within 1/2 hour. I recieved the call about 45 minutes later saying they would send me an email with complete instructions.
The email contained all of the instructions neccessary to fix the problem, but it took nearly 1 hour on the computer and extensive editing of the Windows registry. This was an expensive and time consuming fix.
Patsy of Orland Park IL (01/22/06)
MCAFEE.COM (Services and Merchandise) charged me $74.28 and I had the same problem last year when I told them I did not want them. I do not know how many times they have to be told that someone is using another service (Norton) $74.28 How can McAfee be stopped?
Sandra of Apple Valley CA (01/05/06)
Unauthorized charge on credit card. I purchased McAfee anti-virus last year. I was unable to use it on my computer. I'm now using a different anti-virus program. I have not been using McAfee. The last credit card statement I received was a charge for McAfee for 34.99 which was not authorized by me. I called the phone number given on the credit statement, they said to go online to McAfee.com, billing. They gave another phone number to call. I called the above phone number , was on hold for apprx. 20 - 30 mins., no one came on the phone line.
Andrew of Cheektowaga NY (12/07/05)
My Virus Scan disables itself at will, or the icon in the lower rt. hand corner is white on black which means it's disabled but when I check Security Center, it shows enabled, or the icon shows white on red (enabled) but the virus scan is actually disabled. I have been back and forth with support nine times with promises that my problem will be sent to the "Escalation" team and they will contact me within 48 hours. It has been over six weeks and I'm still waiting for help to resolve my problem.
To add insult to injury, I hust realized that I am being charged twice for my virus scan. I have two expiration dates, 5/20/2006 and 9/23/2006. My original purchase date was 9/22/2001. They automatically deduct the payment from my credit card and I have no idea where the 5/20/2006 expiration date came from. I only applied once in Sept. of 2001.
Jerry of Fountain Valley CA (12/05/05)
McAfee (which is a good product) continues it's errant ways when renewing subscriptions. On Dec 1, 2005 I received an e-mail from McAfee informing me of my upcoming subscription anniversary date and offered a renewal for $29.99. However, when I followed the renew link, they attempt to charge me $34.99 (same price as auto-renewal). Only after talking with two Customer Service reps, I finally spoke to someone in "Sales" that was able to give me the $29.99 offer. A lot of effort just to save $5.
Carol of Norfork AR (10/11/05)
I have McAfee Spamkiller, Personal Firewall Plus and Privacy Service on my home computer. My subscription expires next month. I received an email yesterday that said they have renewed my subscription and deducted $94.97 from my checking account. I at no time authorized this automatic renewal and to just take from my account because they have the information is stealing and illegal. I tried to email them and received emails back that this is no longer a customer service site without giving me a customer service email address. I plan on contacting the Attorney Generals office also.
Matt of Lancaster PA (08/11/05)
During a phone conversation to renew my virus protection software the call was disconnected and I could not complete the renewal. My credit card was charged 69.99 for the renewal but no information was passed on to me on how the renewal was to be completed. There was no confimation of the sale, the charge to my credit card or any indication that I had purchased the renewal.
When I called the number McAfee listed on my credit card bill I was dumped into a massive phone mail circle which attempted to push all callers to the MaCafee website for disposal. When I finally found a recording on this phone mail circle that stated " press 1 for refund info" I was automaticaaly disconnected. I repeated this several times thinking that it was an accidental disconnect but each time they disconnected my call when looking for refund info. When I finally was able to get a live account rep on the phone and get the refund paperwork through MaCafee refused to allow me to speak to a supervisor stating that my concers would be passed along to a supervisor.
I hope the refund will go through and I would advise anyone not to count on MaCafee for voice to voice communication as they don't seem willing to speak to anyone.
Stephen of Baton Rouge LA (12/14/03):
Unknowingly ordered renewal of McAfee AntiVirus software through a reseller (Digital River) in an attempt to get a $10 rebate. I say unknowingly because until I contacted McAfee I thought I was dealing with them directly. Paid $34.95 for this renewal on August 29,2003. Confusion over when this supposed renewal became effective led to correspondence with McAfee on September 26, 2003 who advised me (person's pen name was Leah) I had purchased thru a reseller and had until September 29 to download it. After that there would be a late charge of $10 if I wanted to download it.
Since McAfee did not address my main question, i.e., would I lose over a month of my existing subscription which did not expire until November by downloading, I again asked clarification via response to their e-mail. I never received an answer to this correspondence, but McAfee then charged me $31.15 for renewal of my existing subscription on October 7, 2003. On October 8 I again wrote to them trying to clear it up and get a refund of either the $31.15 charged to my debit card by McAfee or the $34.95 charged to it in the name of McAfee by Digital River. I received no response. I again sent them an e-mail on November 13, 2003 to which I have also received no response. BOTTOM-LINE: I have been more than double-charged for my subscription and nobody will answer my e-mails which I have sent to both Customer Service and Billing at McAfee.
Damage Resulting: Either $34.95 or $31.15 - a small amount, but if they do this to thousands of people look at the consequences.
Gary of Snohomish WA (12/6/03):
McAfee automatically renewed my subscription on my credit card for the on-line virus scan. This happened to me last year and after complaining, they refunded my subscription and said they had reset my account so that I would not be auto-billed in the future. I have sent 2 emails to them now asking for a refund and have not had an answer yet.
It makes me very angry that a company can charge my credit card without my approval. I want control over what I purchase, when, and from who. Last year they automatically renewed my subscription for $46.98. This was too much and I would not have renewed at this price.
After I got a refund, I renewed again at $21.73 after receiving a special offer in my email. This is pretty ingenious. Most people wouldn't bother going after a refund and would end up paying a higher price than if they had waited for a special offer. This also keeps their customers captive so they won't move to Norton or some other product.
I think this practice is deceptive and should be made illegal. Somehow we need to have more security on our credit cards. In the future, I will be more careful about who I allow access to my credit card. I have had McAfee virus scan for 3 years now but I am going to find another product. They apparently don't need my business.
kevin of Kiskayuna NY (9/28/03):
When time came to renew to get updates, I went to the McAfee site with my account information. It failed to recognize me, forcing me to uninstall my old copy and to buy a new license for virus and a 2-hour download. Then they sent an ad for a discount on their firewall, with a number to call to get the discount. But when I called, they never heard of it and would not honor it.
I got repeated error messages and had to install virus scan 2 more times before it would take. Now about once every 2 mintues I get a message telling me I have to update my virus scan, dispite the fact that according to their online checking, I am up to date. This constant pop up is like a virus itself. I have sent emails to their customer support, but they have not responded, suggesting I have to pay to get them to tell me how to fix their bugs.
Damage Resulting:
My work is constantly interrupted by bogus popup windows from McAfee. I also feel I was overcharged since they failed to honor their own ad.
Kathy of Sequim WA (9/7/03):
I used McAfee for one year. A month before my renewal was due, I received an email from them stating they tried to renew my service but the info they had on file for me was no good (my credit card had been lost and replaced). I got this same message several times after that. They also said each time if I didn't renew myself, I would have no virus protection.
I tried to renew online. I entered all my info and hit the 'submit' button. A screen then came up and said I was going to an unsecure site and do I want to continue? I said no and got out. I tried to subscribe by phone. I was on hold a horrendous amount of time, twice. Finally decided they didn't really want my business and signed up with Norton.
A week after I signed up with Norton I got an email from McAfee saying they've charged my credit card with the info on file. I don't know where they got that info, I never gave them my new credit card number (had entered it but never submitted, as stated above.) I tried to take care of this problem by email ... they returned it saying they needed more information. I replied ... my reply was returned saying I "didn't respond between the lines" so they couldn't help me.
I noticed the "lines" they were talking about and hit reply again, but upon looking for the "lines" noticed the message was truncated thus eliminating the place I was supposed to put my reply. So there's no way to reply. I will not waste my time trying to call. I will have my credit card company assist with getting my money refunded.
Gabriella of Penzance, Cornwall, UK (8/30/03):
I got automatically charged for renewal for their virus scan online without any prior alert and despite my numerous emails and phone calls requesting an immediate refund for a service I am not using any longer (Norton is by far the better one), I haven't heard from them, nor have I got my money back. I have now written to my bank asking them to look into the matter. Automatic withdrawals of this type should be made illegal unless full proof of recent consent can be obtained. I will take this matter further and write to my MP. Hopefully, if enough people complain, this dubious practice will be outlawed.
Jan of Cripple Creek CO (8/29/03):
My story is similar to everyone else's on your site. On August 21 2003 I purchased Personal Firewall Plus because it was already installed on my Dell Computer and had expired. I tried to download the service only to get a message that Personal Firewall Plus does not work on Windows XP Home version, even though the d*** thing is already installed on my computer. I e-mailed McAfee immediately asking for my money back. No response. I e-mailed them again on August 24 after receiving a request to complete their customer survey. I e-mailed them a third time on August 26.
Today, August 29, I completed their customer support form and called their not-so-toll-free number, 972-963-8000. I sat on hold for over twenty minutes before giving up. This is the second time in two years that McAfee has ripped me off. Isn't there any recourse? It is obvious they are committing fraud against many consumers. There has to be something we can do.
So far I have been ripped off for approximately $70.00 including both incidents, plus long distance phone time. I am a writer and work out of my home. So far this has cost me approximately 2 hours of my work time, for which I normally make $25 per hour.
Doreen of Liverpool, UK (6/5/01):
McAffee informed me that I was due to renew my virus protection with them. I trustingly did so and gave them my credit card number and downloaded the programme from their website. When I came to install it the download was faulty. I wasn't able to download it again without paying for a second time.
When looking for their address to contact them I found my original receipt which proved that I was not due to renew until August 2001. I have sent umpteen Emails to them trying to resolve the problem and have never had any reply. I have paid too soon for my renewal which is partly my own fault but in spite of sending the proof of payment recieved from them I still have no reply, no virus protection and the amount I paid shows on my credit card as having been collected by them.
Please advise me as to my rights, I really need your help. I have paid for many programmes by credit card over the net and never had a problem with any previous transaction. The sum of money involved is small but I am no longer confident to use my card again in this way,
I am a disabled elderly widow and because I cannot get about without help. I have bought many items by credit card on the net. I am now too wary to use my card in this way and this is a serious inconvenience to me.
Maz of Niskayuna NY (8/24/02):
I was ripped off by their tricky website. I signed up for their "VIRUS PROTECTION ONLINE" service. I gave them my credit card for a ONE YEAR subscription. Later I found out that they charged my credit card THREE YEARS worth of subscription. The problem was their SOFTWARE never worked. To date, I have not received any response to my various e-mails, faxes and telephone call.
I lost money and time. Money is the amount chraged to my credit card. Time is the connection time I wasted on my INTERNET provider, and the associated cost. It also cost aggravation and stress.
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