Norton
reviews and complaints

I contacted Norton Support on December 3, 2022, at 12:30 PM Central Standard from Chicago, Illinois. The problem was that when I attempted to open my Vault, I would be directed to a web browser instead of the sign-in window. I spoke with a representative who gave his name, which sounded like he said Glendon. When he was done assisting me, I asked him if he could tell me exactly what he did to correct the problem. He ignored my question and said that I could call back if I had additional issues and provide case# [protected]. This sounded very suspicious, and my intuition was correct,

He completely wiped my contacts and passwords in the vault. When I called back, it was clear that he had manipulated the process to hide his incompetent actions that wiped out my contacts. This appeared evident when I called back and reached a different rep who could not direct me to "Glendon."

I gave up my McAfee security 2 days ago to purchase yours. I am highly disappointed right now and upset. I work from home on a farm and my only access to internet is my MIFI Jetpack with highspeed 150GB per month and then it goes to slow. I restart on the 27th of each month and never use all 150GB. Yesterday, 3 days after my new month cycle, I got a text that I had use ALL 150GB. Having no clue what to do or how this happened because nothing I did changed, I called Verizon. After 3 people and 2 hours of lost time at work on the phone with them, we figured out it was the download of norton that used all my data. I had NO idea that downloading this would do that. I now have no way to work for the next 3 weeks and have to drive to a coffee shop every day to work. You can imagine how difficult in more ways than one this is making my life. I care for 2 sick adopted animals at home. I need to know what someone can do to help me with this. I am willing to stay with Norton for my computers and protection but I need someone to help me with what I am dealing with now. Thank you

Dear Sir I wonder iif you would explain to me why an amount of £84.99 was taken from my pay pal account on the 17th november 2022.My name is Mr R Williams and e mail address [protected]@aol.com I have loged on to the site but can get no further.that ammount to me on a old age pension represents a lot of money would you kindly look in to this for me and let me know the result

I am sure that there has been a mixup

Rgards Mr R Williams

This team was investigating a service complaint, but refused to tell me the outcome stating that internal complaint resolutions are confidential.

I just want to know what parts of my complaint were upheld and have a general summary of action taken to resolve this.

For over a month, the escalation team has simply refused to respond to or even acknowledge my emails.

I was refunded $112.34 as agreed on October 16, 2022. However, Norton charged $112.34 for a second time on that date. Disputed at Renasant Bank and dismissed because the Norton cancellation notice does not state the September 2022 cancellation date. It states will not automatically renew after expiration September 2023. This was interpreted by the bank to mean service is continuing until 2023. I have asked for a cancellation notice stating the correct cancellation date. I cannot get a response from Norton. I am due a refund of $112.34 as agreed.

On 18th November 2022 an amount of £94.99 was taken from my account.

Transaction : Norton *AP1432055716

Ref: MT223250064000012091

See picture of card transaction below.

What was this for and why wasn't I informed.

I requested and received a cancellation of Norton Antivirus service on September 2022. . I was advised that the annual fee of $112.34 debited from my account would be refunded RMA1000000000012104051.

The amount was balanced [protected] but charged for a second time on that same date. The charge was disputed and dismissed by Renasant Bank, 10-31-2022. Cancellation notice states will no longer renew on expiration September 27, 2023. Bank does not recognize September 2022 cancellation notice state Why did Norton again charge? Please cancel and refund $112.34.

I am trying to Upgarde from 360 to Premijm BUT every time I attempt this I get message 404 Bad gateway and Cannot Connect to Norton Server. I try to speak to Customer Support BUT the phonelines are alway., always too busy and my call is not answered. The system seems to think I have Internet Banking when I don't. I want assistance but I cannot get any. This has been going on for DAYS. I am so fed up that I may just leave and go to another Company.

Originally, I didn't subscribe to an automatic renewal of my subscription. I have been receiving emails bearing Norton's name and so I was ignoring the emails. When suddenly, I saw that my account was charged with an amount, I quickly phoned and contacted Norton, and they said because I didn't respond, they went ahead and renewed my subscription. I had been responding to the email I've received from Norton USA but had never received a response from them. Secondly, the Ultimate Help Desk that I had subscribed to isn't providing me with a satisfactory service. Everytime, I get a technician starting with a Level I, kept downloading Windows and then after downloading which takes a long time, they will update it. Now, that's what is happening. Then they said they can't fix the issue of my problem which was a freezing cursor, disappearing cursor and then problem with the Touchpad. So they will request to escalate the problem to Level 2 for the Elite. Then it takes 2-3 days waiting for a call back. These callbacks were made to my cellphone which I've never given to them. I have supplied them with my landline but wasn't called with that number. So my one month service was wasted until one of the Elite Tech by the name of Diksha was able to fix it temporarily.

Your FACEBOOK people keep telling me to call or chat with real tech support. I keep telling them I'm almost deaf and cannot hear them. Your CHAT button has not worked for me in years. I think you blackballed me for some unknown reason.

own my work!

You sent

Norton

Norton

Hey, John!

I can understand your concern and we do not want you to face such issue, however, be assured that I am here and I will fix it for you. Could you please help me with clear screenshot of the popups received? -Neha

Neha

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you already have it. softwear_reporter_tool junk

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photo above

Norton

Norton

John, I am unable to see the error you are getting, kindly if you could share the clear image. -Neha

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NO ERROR, CLEAR AS DAY! THE BOTTOM RIGHT CORNER OF THE PHOTO! Norton pop up! yellow top!

Norton

Norton

May I know the options you are getting while you click on view details? -Neha

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No options. Click the x to close it.

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Norton

Norton

Alright! These popups occurs when Norton is downloaded on windows.

To remove the popup, please click on the "^" icon at the bottom right corner of your computer screen and then click on the Norton icon to open Norton.

-Then click on "Open" option in front of "Device Security".

-Then click on "Settings" option at the top right corner.

-Then click on "Administrative Settings".

-Then under "Administrative Settings" scroll down and look for "Special Offer Notifications" , "Norton Task Notifications" and "Norton Community Watch" and disable them.

- Neha

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Still pops up

Norton

Norton

May I know if you have disabled the task notifications? -Neha

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yes disabled

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You sent

You sent

Norton

Norton

May I know if you have downloaded any google file? -Neha

You sent

I have not

12:32 PM

Norton

Ok. -Neha

Norton

Norton

Please allow me sometime, I will get back to you. -Neha

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Norton

Norton

I request you to kindly restart your device and run the quick scan once. -Neha

1:30 PM

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Did it, no help. Smart scan as well. Still pop up

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Norton

Norton

I apologize for the inconvenience caused to you, John.

I would request you to please contact our phone support at [protected] or [protected] or you can contact our chat support by clicking on the link: https://support.norton.com/sp/en/in/home/current/contact?inid=support-home_footer-contactus and they will help resolve this issue for you. - Neha.

2:01 PM

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Chat won't connect. Would not connect last time as well! I think you black listed me! Cannot call, very bad hearing!

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I'M NOT THE ONLY ONE! https://community.norton.com/en/forums/software-reporter-tool-safe-message

Software Reporter Tool is Safe Message

Norton

Norton

May I ask if you tried to call on the number provided? -Vikram

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NO, I'm going deaf and will not be able to hear them!

Norton

Norton

Please turn on marketing pop ups as well and see if this fix the issue: https://support.norton.com/sp/en/us/home/current/solutions/v138304110 -Vikram

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DO YOU MEAN OFF?

Norton

Norton

Sorry for the confusion. Please turn them off. -Vikram

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tHAT WAS TURNED OFF HOURS AGO WITH TWO OTHERS IF YOU READ THE ABOVE. Pop ups about very ten minutes

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Stays on for 25 seconds and then slides right of the screen if I do not X it out

Norton

Norton

Please run Norton Power Eraser tool on your device, and see if this fix the issue: https://support.norton.com/sp/en/us/home/current/solutions/kb20100824120155EN

-Vikram

You sent

Done, no risk found

Norton

Norton

Please start your device and check if the issue still persist. -Vikram

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We've already done that

Norton

Norton

Please confirm if you are still getting the pop ups. -Vikram

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It's been doing this for months. Only differance is with your last update, it made the popup bigger; I'M NOT THE ONLY ONE! https://community.norton.com/en/forums/software-reporter-tool-safe-message

Software Reporter Tool is Safe Message

Norton

Norton

In this scenario, I will suggest you to please contact our technical team on the provided number: [protected] or [protected].

You may also follow the link : https://support.norton.com/sp/en/in/home/current/contact?inid=support-home_footer-contactus . -Harnoor

I have been charged on my credit card for a s purchase that I did not authorize. I do not know how you got my new credit card number. I have not requested your security service for my computer. I filed a fraud dispute with Bk of America, but today my banking app showed they are paying you $111.29 on Oct.25 and the initial charge was on Aug 19. I immediately asked the company to reopen the fraud dispute. i have tried to call your number many times, but always get a busy signal!

Please consider looking over your records and prove to me that this is a legitimate transaction. My computer does not reflect that. It does not show that I have your security antivirus system on my PC.

Please respond

If I am forced to pay this, then I expect the service!

I have never signed up for Norton, but somehow n SEPTEMBER 14TH 104.99 was taken out of my credit card. I have been told for almost two months they would call me or email me to refund my money back. That was over a month and a half ago. So my next step is to sue.

my money back on my card within 24 hrs after you receiving this complaint. You have upon reading all of the complaints with other consumers Norton has done this type of illegal practice to many people. I will get an attorney and file a law

I received my chase credit card bill the other day. I noticed a purchase on my chase credit card bill, for something I never purchased. On 09/21/22, norton took $137.18 and charged me without my authorization. They charged me for services I never bought. I think this is very dishonest and would appreciate you looking into this. What norton I do have was bought in the store.

In data 12/10/2022 ho acquistato in un supermercato il SW Norton (Carrefour Massa), ho inserito i codici di attivazione e non ho potuto scaricare e rendere attivo il sw in quanto la procedura mi richiede di inserire i dati di rinnovo tramite VISA che attualmente e' scaduta e non dispongo della nuova Visa in attesa di apertura nuovo cc e nuova Visa.

Richiedo ogni necessaria istruzione per rendere operativo un sw acquistato e impossibilitato ad utilizzarlo a causa della procedura che obbliga inserire i dati rinnovo con la Visa.

i Miei dati e reperibilita':

eMail_1: [protected]@libero.it

eMail_2: [protected]@libero.it

Tel. Cell. [protected]

Tel.Fisso: [protected]

Longo B.

On the 05 October 2022, I contacted Norton to renew my yearly contract. I told the agent I was making contact so that I was not billed by your automatic renewal at a cost of £99.99 which was dated to be taken from my account on the 06 October 2022, even though my contact does not end until the 10 November 2022.

Your agent told me I could renew for another year for £39.99. which I did. Case Number for this chat and this renewal was [protected].

Now on the 10 October 2022, I tried to use Norton’s utilities program, my computer screen said reactivate to repair and still does say this. As I am unable to reactivate this Utilities program, I therefore contacted Norton again through your chat line and soon discovered I had been misled, as I was told the utilities was not included in the contract, As I was making no progress with this agent, I asked to speak with a supervisor and repeatedly had to ask to speak with a supervisor, in fact four times. When the supervisor did connect to chat to me things went from bad to worse. Your case number for the

10 October 2022 chat was [protected]

I eventually asked to be given the name and address to submit a complaint and was told by this supervisor, that he was sorry he does not have a name and address for me to submit my complaint and that I would be called back at Norton’s convenience not mine.

You will see by the chat details that clear information was not being provided and I was being misled by the responses to my questions. I have the transcripts of these chats.

I consider that my time has been wasted and I also consider my time is valuable, therefore I do not expect to have to chase Norton to find out why as I thought the contract was not a straight renewal. I have been a loyal customer of Norton, but this has angered me. The answers to my questions have been confusing and misleading.

The response of your supervisor is unacceptable to me, just read his solutions to a problem that I had not asked him about. I have provided you with the case numbers above.

Your response to my complaint will guide me if I continue to use Norton’s service after the expiry on the 10 November 2023. We have not even reached the 10 November 2022 which is the present expiry date of my contract.

Mr Roland Gramson

3 Haig Street

Portknockie

Buckie AB56 4NT

United Kingdom

Tel: [protected]

August 12 2022, I was locked out of my norton account due to a 2 factor misunderstanding (I did not understand how to use the authentication app and therefore used the 10 "backup codes" they provided assuming I would get more when I used them up). On that day, I used my last backup code thinking I would receive more going forward, but I did not. being locked out of my account I called the customer service line who said they would call me back. they called once, at my work when I wasn't there. I called them back 3 more times until finally someone put me through to the level 2 department- they called it escalating my case. someone remotely entered my computer and verified that I had used up all my back up codes and that I did not have the authenicator app required for 2 factor sign in. date was: Aug 26th, 2022. They said they would call me back after they spoke to their supervisor...I waited 2 days with not call. I called them again. This agent told me I had been escalated to a level 3 case and that someone should be returning my call in 2 to 3 weeks. I waited...no one called me back. Sept 19 I called again. this time the agent told me that someone had de-escalated my case and removed my spot in line for level 3 techincal support. the supervisor that day assured me that he would resubmit my claim to level 3 and that someone would call me back in 2-3 weeks. MOndy Oct 3, 2022 was 3 weeks and no one has contacted me from Norton. This is ridiculous. I cannot sign into my account to access any of my private information or make changes to my software. the staff they use overseas are inadequate and have wasted countless hours of my time.

Urgent - Payment Reference AP282790764 - £64.99 - Mrs Geraldine McArdle

[protected]@sky.com

On checking my credit card statement today I note that a payment of £64.99 was taken on the 02 September 2022 for a renewal on the 02 October 2022. I already have a live subscription under my email address [protected]@gmail.com so please arrange an immediate refund of £64.99 as this is not required and I have now cancelled the automatic renewal which I was not previously aware of.

Please confirm by return please.

Also it is extremely difficult to make contact with you when I am working full time and do not have time to stay on hold and you do not provide contact email addresses.

My name is Tom Duttmann. My case number is [protected]. Recently I purchased the Norton Ultimate on the understanding that my package would provide me with full protection against viruses, malware etc. During a 'Smart Scan' process, Norton noted that 13 websites were tracking my online activity and the solution was to purchase 'Norton Anti Tracking'. I decided to do so but could not because I live in Hong Kong and this feature is apparently not available in Hong Kong. So my questions are: 1) why is Norton prescribing a solution to me that I can't purchase? ii) if Norton could not sell me a product that provided full protection, then why prescribe it as a solution when it is not available to me? That just tells me I'm not fully protected. iii) If Norton couldn't provide me with full protection, why wasn't I cautioned at the time of my purchase that Norton could only provide me with 'partial protection' because I am in Hong Kong? (and not in US or Australia). This seems like misrepresentation of your company's product; and; v) why am I using Norton, who can't protect me and not McAfee or other?

CASE # [protected]

Pls read the original case info - I then spent about 20mins online then by phone to two ppl who had NO idea how to send a txt message to Australia!

All I want to do is update my subscription details from my old PayPal acct which is no longer used and an old email addy [protected]@bigpond.net.au which I no longer have access to! - If so I would have logged in and updated my details including my email addy.

FYI the last subscription was PAYPAL *NORTON [protected] AUS on 17th Aug 2021

So basically I want to update my email address to [protected]@gmail.com then add my credit card for future payments!

I appreciate all the security but so far this is crazy! :-(

Brian Pickering [protected]

Rang Norton Technical Support for assistance in switching off anti-track for specific sites. The first lady took twenty minutes to get my email address right then passed me on to another person who wanted my email address again, then couldn't answer my question, put me on hold then hung up - half an hour of a completely wasted call. Absolutely hopeless. Not buying anything from Norton again.