I had my McAfee 3-user account renew automatically - again with my 'knowing' consent - as in, I wasn't called, emailed or prompted by my McAfee security centre icon/program.
I returned from a week away and explained that whilst I was delighted with the software, and, after reading on the internet that the 'auto-renewal' was in very small print, I objected to this process of McAfee just simply taking my money.
In past years - last year for example, I was prompted and reminded that my software would expire in XX days and once it expired I was reminded to renew. So, I clicked on the link. To my surprise the renewal price was very competitive - about £16-£19 GBP if I remember with the option to increase from a 2 to 3-user account for another £5. So all in all, I paid about £23-£25 GBP (I can't remember exactly) to get another 12months, this time I could cover my 3rd PC/laptop.
So, I called McAfee UK - 020 79490107 - and spoke to a very helpful American girl. Within minutes of me explaining how I felt, that I was happy with the software and last year's renewal price, I wasn't happy with the auto-renewal - especially 30 DAYS IN ADVANCE OF IT EXPIRING?!
I appreciate what McAfee are trying to do - protect your PC from viruses etc with no gaps in renewal - but surely 30 days is plenty of notice to advise customers they need to renew (if they wish to - after all, there are other products on the market!)
She said I'd get a refund and matched to the best of her ability last year's price saying I'd get 50% discount costing me £24.99 GBP.
I accepted this but got slightly concerned that my original 'auto renewal' fee was £53.89? Like you, I know that 50% off £53.89 is NOT £24.99 - so, had I been charged more in the first place?
It didn't matter - I was happy with £34.00 GBP for a 3-user account of their 'Internet Security' package.
I finished by saying that I thought it was wrong that they just took my money, especially 30 days in advance of it expiring anyway - and said that an email/phone call/on-screen prompt reminder 30 days in advance would be plenty in any furture instance. This had happened to me last year so why just the auto-renewal this year? (Ah, yes, because I'd excepted the small print).
So - I suggest you give it a go. Give them a call and explain if it's happened to you. The girl I spoke to was very effiecient - and said it must have been upsetting for me to realise my money had just been taken - so, McAfee are obviously aware that customers are not happy. And, at a guess, perhaps the Call Centre workers have been told they are able to offer discounts as the bosses at McAfee are aware that customers will be calling with uhhappy auto-renewals?
Also - she de-activated my auto-renewal and said I'd get an email/on-screen prompt in future - which I ;m much happier with.
Sorry this is a bit long - but I wanted you to know my story in case your instance was very similar!
As Martin Lewis the UK Money Expert says - we, the customer have to keep on top of where our money is going with all these companies!
