Advice needed re virus protection pls

mrswilliams29

Forgive me if I haven't quite understood this but I need some advice re virus protection.

I have had McAfee total protection since buying our laptop (was free for first year), it auto renewed in March for £64.99. Last week my bank rang me to say they had identified five viruses on my computer when I last logged on to online banking. They subsequaently shut down my online banking until I was able to rectify the problem. We have had the viruses removed now and have had AVG free installed instead.

Now, where do I stand with McAfee, I tried complaining to them this morning and their response was;

"Using a security software, does not guaranteethat all viruses or any form of security threat that will be detected andtreated. Security software providers like McAfee, receive different kinds ofupdates about new viruses and security threats everyday and let me assure youthat McAfee is working on solutions to detect these in the future."

When I asked about a refund, I was told: "McAfee service renewals come with a 60-day money back guarantee from thedate of renewal. In researching your account, I have found that you are pastthis 60-day refund period. McAfee do not offer refunds after the refund period."

Is there anything else I can do? In my mind, five viruses is unacceptable and they have failed to provide me with the service I paid for. They have given me an address for complaints and a supervisor will be calling me in the next 48 hours to explain there position further apparently. Just wanting to be armed with some info beforehand really!

Any advice is greatfully received.

Thanks

waddler_8

I'd be asking for a full report from your bank. How did the bank detect the malware, what was used, how was it used, what exactly was detected, what were the detections... etc.

I'm sure Mcafee would want to know the same.

"Using a security software, does not guarantee that all viruses or any form of security threat that will be detected and treated."

True.

System

did they also ask you for internet banking passwords etc?
sounds like a scam, can't see any way/reason the bank would be paying that much attention to some one loggin onto internet banking...

I would phone your bank asap

ballyblack

Mc Afee came out poor in this test

http://www.av-comparatives.org/comparativesreviews/dynamic-tests

mr_fishbulb

I have not heard of a bank telling an Internet Banking customer how many viruses they have on their system. Maybe it's something Trusteer can report on (not sure), but even if Trusteer did detect anything it wouldn't have allowed the user to log in (therefore how could the bank know who the user was?).

I agree with the posts above around contacting your bank as this sounds suspicious.

In regards to getting a refund from McAfee; not going to happen. No AV software is 100% effective. I don't think McAfee say anywhere that they detect all known and unknown viruses. You don't have a case against them unfortunately.

mrswilliams29

Thanks for your comments. Definitely my bank that called, they didn't ask me for any personal info, I would never have given it as am suspicious of this sort of thing. Spoken to them on several occasions since and it was def them.

bod1467

https://forums.moneysavingexpert.com/discussion/4220249

OP's thread in Consumer Rights on same subject.

System

can you tell me which bank you are with and how they go about identifying the five viruses you had on the machine?
sounds like a bank I should sign up for

mrswilliams29

I'm with N&P Building Society part of Yorkshire Building Society, not sure how they did it though.

mr_fishbulb

mrswilliams29 wrote: »

I'm with N&P Building Society part of Yorkshire Building Society, not sure how they did it though.

Ah, just checked and they are using Trusteer. So I'm guessing that's what told them.