• Report: #210171

Complaint Review: McAfee

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  • Submitted: Sat, September 09, 2006
  • Updated: Sun, November 19, 2006

  • Reported By:Ozone Park New York
McAfee
3965 Freedom Circle Santa Clara, California U.S.A.

McAfee Stole $74.00 from me had a canceled acct then they auto renewed a acct that had been removed from my system ripoff Santa Clara California *EDitor's Suggestions on how to get your money back into your bank account!

*Consumer Comment: Mr. Consumer doesn't like to read?

*UPDATE EX-employee responds: McAfee auto-renewal process explained

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I canceled mcafees service and removed their software from my computer. I received a acknowlegement of cancelation from them.

Then months later I got an e-mail that I was automatically renewed even though I had existing account with them.

When asked for a copy of how these events unfold and a refund. I was told I would get neither.

Richard
Ozone Park, New York
U.S.A.

EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

CHARGES TO YOUR CREDIT CARD

If the charge was to your credit card (not debit card, check card, or checking account), contact the credit card company as soon as possible to request a dispute form. Consumers usually have a little longer to dispute fraudulent credit card charges (up to 6 months), but it is better to act right away. In this type of situation, credit card disputes are usually successful since fraudulent companies often won't contest the disputed charge. In rare cases, credit card companies will review disputes, but refuse to reverse the charges. If this occurs, complain to a manager and let them know you will be filing a report here.

Remember Don't let them get away with it! Make sure they make the Rip-off Report .. The more Reports filed on a Company or individual, the more likely it is that the authorities, media and attorneys will want to take action.

And good luck Let us know how you do!

ED Magedson Founder, Rip-off Report.com & Author of www.ripoffrevenge.com
EDitor@RipoffReport.com
badbusinessbureau.com
www.ripoffreport.com

Don't let them get away with it.
Make sure they make the Rip-off Report!

We are not lawyers.
We are not a collection agency.

We are Consumer Advocates.
...the victims' advocate

WE are Civil and Human Rights Activists

We are a Worldwide Consumer Reporting News Agency
...by consumers, for consumers

CLICK HERE to read about Credit Card Scams... find out how to get your money back. *Rip-off Report Investigation provides valuable information.

Click here to read other Rip Off Reports on McAfee

This report was posted on Ripoff Report on 09/09/2006 05:12 AM and is a permanent record located here: http://www.ripoffreport.com/r/McAfee/Santa-Clara-California-95054/McAfee-Stole-7400-from-me-had-a-canceled-acct-then-they-auto-renewed-a-acct-that-had-bee-210171. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 Consumer Comment

Mr. Consumer doesn't like to read?

AUTHOR: John - (U.S.A.)

neither does Mr. alleged ex-employee.

The OP wrote: "I canceled mcafees service and removed their software from my computer. I received a acknowlegement of cancelation from them."
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#2 UPDATE EX-employee responds

McAfee auto-renewal process explained

AUTHOR: Anony - (U.S.A.)

As an ex-employee of McAfee I hope I can at least shed some light on this situation. Let me say first that I neither condone nor disapprove of any actions taken by the company in this case. I am simply trying to clarify what happened here.

When you sign up for a subscription to one of the McAfee products you are enrolled into "automatic renewal" of the subscription when it ends. The reasons for doing this are twofold - 1) it protects the consumer, in that there protection will not lapse, they will keep receiving there virus sig file updates, and they don't expose themselves to unnecessary risk. 2) It keeps McAfee from losing revenue to a "leeky bucket", that is customer attrition. So, in essence, it's good for both parties involved. There's nothing wrong, illegal or otherwise unlawful about this practice.

Unfortunately, what happens is consumers fail to read the End User License Agreement when they sign up. In order to use the software you must agree to the terms of the EULA. The "automatic renewal clause" clearly states the nature of the purchase and outlines the terms of the agreement with regard to the financial responsibility of the consumer. IF YOU DO NOT WISH TO HAVE YOUR SUBSCRIPTION RENEW AUTOMATICALLY YOU MUST CALL THE CUSTOMER SERVICE NUMBER PROVIDED IN THE EULA. This is standard prctice within the industry.

Mr. Consumer does not like to read, therefore the charges come as a surprise, he cannot understand why McAfee has "charged my card without my consent" (which did not happen, since they gave consent when they AGREED TO THE EULA, which you MUST agree to in order to use the software) and thus they are very unhappy. The renewal clause is not "buried" in the agreement, as many disgrutled consumers may suggest; It is clearly itemized in the license agreement.

The upside to all this is that McAfee will gladly refund their money if the request comes within a reasonable period of time (policy was 60 days when I left the company). As with anything there are always exceptions to the rule. I can tell you from intimate personal experience that rules were made to be broken, and McAfee does bend over backwards to resolve these issues. I would encourage Mr. Consumer to contact McAfee CS once again BEFORE going through the process of contacting his bank. Have him ask for an "escalation rep" if he does not get satisfaction.

As for why Mr. Consumer may have been charged - I cen tell you with a reasonable amount certainty that it is completely his own fault. Customers will often times sign up with several different email addresses. Each time they use a different email address a new account is created. They may forget that they signed up under one email address, continue to use the service under the new email address, then CANCEL the service on the new email address. The assume when they cancel that this applies to ALL of the accounts, when in fact the account with the old email address is still active and scheduled to be auto-renewed.

TIP: when cancelling your service, make sure to specify ALL of the email addresses that you may have used to sign up with as your email address in effect acts as your "account number". Multiple email addresses = multiple accounts with McAfee.

McAfee does not know when a customer changes their email address UNLESS the customer notifies McAfee of the change. This is SIMPLE account maintenance. Since all McAfee product subscriptions are tied to your email address, if you no longer have that email address you will not receive a confirmation email (which is sent AUTOMATICALLY every time there is purchase made). McAfee is obligated to continue your service under the terms of your contract with them (EULA) that you agreed to when you purchased. So, if you properly maintain your account (which you should), you will never be surprised :-)

Again, I'm not defending the actions of anyone here, just stating a likely factual accounting of what has taken place. The moral of the story... read your license agreement.
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