• Report: #177357

Complaint Review: Mcafee

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  • Submitted: Tue, February 21, 2006
  • Updated: Tue, February 21, 2006

  • Reported By:Los Alamitos California
Mcafee
mcafee.com Internet U.S.A.

Mcafee Zombie software ripoff subscription fees never die, but product is not live, Seems like a scam on two fronts. Internet

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Followed the procedure sent to me in an e-mail to cancel my subscription. Spoke to an individual without strong American English conversational abilities, told him I wanted my subscription cancelled and I wanted a refund. No refund was processed.

Had to navigate the mcafee website and engage in an internet chat with an individual who told me that no refund was processed at the time of the phone conversation. I believe that this is a way for the company to make money -- telling people that the refund is processed, but not actually processing it.

Additionally, the e-mail I received told me that unless I uninstall the mcAfee sw (not installed), that I would continue to be auto-billed. Seems like a scam on two fronts.

Please wait while we find a customer service representative to assist you...
All agents are currently busy. Please stand by.
You have been connected to Victor Snow.

Victor Snow: Thank you for contacting McAfee customer service. How may I help you today?

Lin: Hello, Victor, i cancelled my mcafee subscription on 2/9/06 (the same day I received an e-mail that notified that the product was renewing). When will I see this charge removed from my credit card.

Victor Snow: One moment please, while I look up your account details. I appreciate your patience.

Victor Snow: Lin, I see that you have valid McAfee products registered under the e-mail address (Deleted).

Victor Snow: After researching your account, we have found that your subscription for McAfee VirusScan was auto renewed on 2/9/2006. Would you like us to refund this recent charge and cancel the auto renewal feature so that you will not be billed again in the future?

Lin: I called on 2/9/06 at approximately 8:18 am, and spoke with Marc. He told me at that time he was cancelling my service. Do you not have a record of this?

Lin: Yes

Lin: I

Victor Snow: As requested, we have refunded the auto renewal charges of $34.99, which will be credited to your account within 3-5 working days; or before you receive your next credit card statement. Your reference number will be CS151622251.

Lin: Could you please tell me why it was not cancelled on 2/9 as Marc said it would be. I now have to pay carrying charges for this subscription that I called and cancelled on 2/9

Victor Snow: Lin, you will not have any problems anymore.

Lin: Does this mean that you will be covering the carrying charges that were attached to my account yesterday?

Victor Snow: We have refund you the auto renewal charges,

Lin: I still want to know why this was not done on 2/9. There is not only the charge you originally put on my account, but there is interest. I want to know why this was not accomplished as I was told it would be on 2/9

Victor Snow: May I have your billing address for verification, please?

Lin: (deleted)

Victor Snow: Thank you for the confirmation.

Lin Crampton: Please tell me why the cancellation was not accomplished on 2/9.

Victor Snow: I see that your auto renewal feature has been cancelled on February 09, 2006 and your software has been auto renewed before your auto renewal feature has been cancelled.

Lin: If this is true, and if the charge is to be refunded to the credit card within 3-5 business days (per the mcafee website), then why is the credit not back on my charge card

Victor Snow: Your refund was not processed on February 09, 2006 and I have processed the refund only today.

Lin: why was it not processed on 2/9/06 when I called and spoke to a representative and was told my cancellation was effected? How many other renewal customers may be in this same situation -- they follow the proscribed protocol, yet the promised cancellation is not effected?

Victor Snow: Please give me a moment to research your issue.

Victor Snow: I looked your previous conversation, I see that you have asked the to just cancel the auto renewal feature and I see that you have not asked for the refund for the software so your refund has not been processed, I have now refunded you the auto renewalk charges.

Lin: This is incorrect. I told Marc at that time, as I am telling you now, that I no longer used your product, haven't used it for several years, and wanted both a refund and the auto-renewal cancelled. As there has already been a miscommunication, I would appreciate written confirmation of the cancellation.

Lin: And I would also appreciate written confirmation that the auto-renewal feature has been disabled.

Victor Snow: Yes, the confirmation e-mail would be sent to your e-mail address.

Lin: I have not received this e-mail yet.

Victor Snow: You will receive the e-mail within 10 minutes.

Victor Snow: Is there anything else I can assist you with today?

Lin: I would like to ensure that the commitments you have just made to me are more valid that the commitements made to me on 2/9

Victor Snow: I would like to apologize for the inconvenience caused. The confirmation e-mail has been sent to your e-mail address.

Victor Snow: Please use this 17684624 chat reference number for your reference.

Victor Snow: Lin, I have not received a response from you in the last two minutes and will be unable to continue this chat if I don't receive a response within the next two minutes.

Lin: Haven't yet received an e-mail from mcafee. i have received several other e-mails from processes initiated within the last minute, so the delay is not at my end. Are you certain the e-mail is sent, or is the going to be in the vapor as was the process on 2/9?

Victor Snow: Yes, the mail has been sent to your e-mail address.

Lin: Could you please provide me with your city, state, phone, fax and zipcode

Victor Snow: Please feel free to contact us back in the same chat, if you do not receive the e-mail within the next 10 minutes.

Lin: Could you please provide me with your city, state, phone, fax, and zipcode

Victor Snow: Lin, we do not have any phone and please contact me back in this same chat.

Victor Snow: Lin, I have not received a response from you in the last two minutes and will be unable to continue this chat if I don't receive a response within the next two minutes.

Lin: I just received an e-mail from you. It tells me that I need to uninstall your software in order to discontinue automatic billing. I do not know how to uninstall sw that is not installed yet I do not want to continue with automatic billing.

Victor Snow: You will not have any problems if your software is not installed.

Victor Snow: You will not be charged any more.

Lin: I just wish I could be comfortable accepting your word on this. Since I cannot, could you please send me that in writing (the only thing I have in writing from you says that unless I uninstall, I will continue to be charged).

Victor Snow: Lin, you will not have any problems.

Victor Snow: We have removed the credit card information from your account under the email address (deleted)

Lin: I hope that this is true.

Lin: I w

Victor Snow: I would like to apologize for the inconvenience caused to you.

Lin: I would very much like this in writing, but I cannot afford to spend any more time begging for written confirmation. Thank you and goodbye.

Lin
Los Alamitos, California
U.S.A.

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This report was posted on Ripoff Report on 02/21/2006 03:12 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mcafee/internet/Mcafee-Zombie-software-ripoff-subscription-fees-never-die-but-product-is-not-live-Seems-177357. 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.

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