Norton
reviews and complaints

I tried to download a Norton security deluxe protection costing me £30.00 on 1st June 2017, a message appeared that referred me to the Norton technical team, I was persuaded to pay £199.99 which I did to get my laptop protected once again with Norton.
I was told that I would have a two year guarantee by 'Paul' I was told the Company was Network Layer DB info, telephone [protected] ex 203 Password DB2526. This telephone number does not exist!
12 months later I have again tried to download another new Norton security antivirus on the same laptop and again was referred back to the Technical team asking for money by 'Peter' on telephone [protected] I suspect these people are operating from India, but I can't understand how your product can refer me to these conmen. Can you PLEASE EXPLAIN.
Stephen Pitts.
[protected]@hotmail.co.uk
[protected].

Norton takes advantage of elderly.
My parents subscribed to Norton for about $100/year.
I found out in july, while visiting, that my parents that norton was NOT updated on their computer as they were paying for, since 2015!
I contacted Norton and all customer service agents could barely speak English! None understood what I was talking about, and only offered the automated, you have 90 days to get a refund…
But it was not about that!
I have tried to contact them over 10 times, and it is all the same! No one speaks English as first language! No one understands that my parents WANTED the subscription, but my parents thought it was being updated on their computer, because ALL correspondences from Norton, and even the bill they paid said they didn't have to do a thing… that they were covered… it was all automatic on their computer…
But it was not!
I got a customer service tech to prove it for me too.
Then they were supposed to credit my parents account.
But they never did so I called back!
This has been going on for months!
Norton sucks!
Do not buy Norton!

latest chat referal
#[protected]

Hi

i recently bought the above 1 yr subscription because i was notified that my original subscription was running out by Norton, when i tried to put in the product code i was initially told via email that this was successful after my original end date with my Norton subscription i was told that i had to renew my subscription to which then i tried again to be told online that my request had an error, to which then i telephoned Norton and spoke to Kevin Jones at Norton case ref NTI845 i was told that my IP address had been conflicted by the WANNACRY virus and told about the NHS virus issues and how dangerous this virus was, ultimately if i needed to resolve the matter i would need to pay £149.00 to have this problem resolved, i disagreed strongly and made a complaint to Kevin about this . I then got in touch with my provider and explained the IP address concerns and they told me that i needed to reboot my comp if that didn't work come back to us and we may have to swap my box out for resolve. This made me very suspicious at Norton's response 1st why didn't Kevin have the awareness to explain such a simple request as a Reboot, and secondly even thou Kevin tried to explain it was my fault because of this virus, i did have virus protection ?, this has been a very surprising a mount of time to try fully resolve, i will consider your reply accordingly, ONGOING.

kind regards

Mr K R Salter

I sent this message complaining on 05/09/18 which has gone unanswered. You have also made complaining and contact generally very difficult. I also cannot seem to attach any evidence which is highly frustrating. Regards, Paul

----Original Message----
From: [protected]@talktalk.net
Date: 05/09/2018 23:22
To:
Subj: Complaint re auto renewals prices

Dear customer services,

I would like to make a complaint about your automatic renewals. In 2006 my anti virus software was renewed automatically without my consent at an excessive price. The payment was then partially refunded (see enclosed). I asked to be removed from your auto renewal service.

Last year I received my renewal at the discounted price = £39.99 (also enclosed).

This year your auto renewal service has kicked in again and taken £79.99 from my account on ~2nd July 2018, yet the below offers are currently on your website (screen shot below taken today).

I would be grateful if your customer services instead rewarded existing returning customers. Please apply a discount or refund the £79.99.

Regards,

Paul Burrell

In the Fall of 2017 and again as late as Oct. 11th, 2018, (latest purchase & update Oct. 10th) I have had to reinstall Norton Security (antivirus), on the suggestion of my internet provider, in order to receive emails via my 'Windows Live Mail' application. Now again today, Oct. 11th, 2018, incoming emails are not taking place via my Windows Live Mail application. It has been suggested by my internet provider specialist that often your kind of application like 'Norton' often enters into confict with email applications, namely 'Windows Live Mail'.

If this problem persists with Norton Security, unless Norton finds a solution, we will have little choice but to opt for another internet security application that does not enter into conflict with our email application.

We feel sorry now we just renewed our subscription with Norton as of Oct. 10th 2018.

My mum has cancelled her payment with Norton 2 months prior to the renewal. The renewal payment was on an old Bank and old bank account number. Norton have just taken an unauthorised payment of £84 from her new bank and account number. My mum called the Customer Service number and she has just called me in tears. The man was so rude and unhelpful and that they are charging her £80 to cancel the contract. So she is going to get back £4?

I am disgusted that they have got my mum in tears and have taken her money. She is so upset with the way the man had spoken to her.

This policy was cancelled online before the renewal came up.

I have not used Norton security for a number of years and I have cancelled all of our products and yet each year you take an unauthorised payment from my account. My bank has said I can only cancel this with you which I thought I had as I have no automatic renewal.

Why do you still charge me for products I am not downloading or using and do not want and how do I get a refund

On Monday 13th August my PC stopped working and after rebooting several times and having no luck in getting it to restart, I realized it was serious and contacted an IT technician in the first instance. I had no idea what the issue could be. The technician analyzed the PC and concluded that it was a virus and that it was so severe that it had made my hard drive completely inoperable. I was shocked and in disbelief, as I have a Norton Antivirus subscription and the software was active on my machine before this happened. When it happened I was finishing work (I work from home) for a deadline I had on Tuesday morning (14th August). Unfortunately, I had not backed up my drive externally. It was the first time in all my years working with a PC that I experienced anything like this. My common sense dictated that I needed my machine up and running again if I had any chance of continuing with my work so the technician attempted to recover my data but this was impossible. My hard drive had been wiped out by this virus. As a last resort, he uninstalled the affected hard drive and installed a new one so that I could continue working but unfortunately this gave me no time to start my work assignment again and I was unable to meet the deadline. Explaining this to my client was distressing enough. I then proceeded to contact Symantec/Norton to explain what happened and request compensation. In the first instance, they said that no compensation was available. I replied saying that I would be seeking legal advice and then someone got in contact with me saying they were going to look into my complaint. I explained again and they said that "Norton provides a virus specialist removal service for free when you are enrolled in Autorenewal, where they assist in removing of a suspected virus from your device. In the unlikely event of our virus specialist being unable to remove a virus, they would then recommend to visit a technician and request the bill, in order to review the compensation claim." I could not believe what I was reading - how would I know in the first instance that I needed to contact them when I did not know that my PC had a virus? I am not an IT professional and called a technician so he could determine what was wrong with my PC. Upon finding out it was a virus, I had a sense of urgency in recovering my data there and then due to my work deadline. I was unaware that Norton provided a virus removal service for free but even if I had known I had an urgent need to get my PC fixed at that very moment. Symantec/Norton says they cannot offer me compensation because I went to a third party in the first instance and not them. Again I said that I did not know initially what was wrong with my PC and given the particular situation I needed to resolve the matter urgently. It was not my fault that their product which is supposed to protect my machine failed to detect this very harmful virus. I have lost important data that I had accumulated over a couple of years, important work and personal files, nearly lost a client and had to pay $160 to the technician in fees and installment of a replacement hard drive, not to mention the stress it caused me. The least they can do is offer me compensation but all they could offer was a free three-month service added to my existing subscription. I no longer trust their product and regard this as an insult. They have now closed my case (Case ID: [protected]). Attached is an email thread of my exchange with them.

On 19 June 2018 there was an unauthorised transaction from my mastercard account where Norton charged me the amount of $A153.99 with an international transaction fee of $4.62, with the following description:

Norton *Ap254241376 [protected] ## GBR MERCHANT.

I have contacted the Commonwealth Bank today and resolved the issue and the bank will reimburse me the amount.

However, this unauthorised transaction has caused me so much inconvenience. The bank's procedure of dealing with this is by cancelling the credit card and reissuing another card. I was told it will be at least one week before I receive the new card. That means for the next week I will not be able to use my master card, which I desperately need. Not only that I will have to contact all the direct debit service providers like the e-tag group, gas and electricity providers, local council, telephone and internet providers etc, etc, and make changes to the mastercard details. This is causing unnecessary stress and waste of time. I just want to know you are going to compensate for me for this terrible inconveniences.

When I googled with the above transaction description, I realised that other people had the same experience where Norton has made unauthorised transactions. If I hadn't checked the credit card statement in detail I wouldn't have recognised your unauthorised transaction and you would have received the money from my account.
I wonder how many people in the past have just paid the credit card amount to the bank without checking every entry in the statement to see if there is any unauthorised transaction. I feel strongly about this and I reckon this is a very serious issue.

I also would like to know what steps have you taken so far to rectify this happening again to me and other clients.

Thank you taking time to read this and I hope to hear from you soon. You can email me to this address:

[protected]@yahoo.com

Yours sincerely

Mal Abraham

Spent 2 weeks waiting for a phone call, they forgot,
tried again, waited the whole day long then they called, I answered my name that's all, they got disconnected then didn't try again, I spent another 4 hours asking them to call me, they didn't, absolutely the worst customer service I have ever experienced, I couldn't get on the internet for 2 weeks until I finally removed it, what a waste of money, I spent more money on the phone trying to get assistance than the product is worth, absolutely useless!

I subscribe to Norton Security Premium. Today I found two unwanted VPN accesses on my PC and the VPN access can't even be turned off. Norton installed Firewall on my pc, which allows remote control on my pc, and also allows McAfee to access my PC. Why? Norton is not enough for PC protection? I feel that someone at Norton is stealthily access customers' PC, especially stealing information in online related financial information. This poses a serious threat to me and to other customers. Please do something to stop this practice ASAP!

Hello.
Last month I purchased a laptop from your store in Lismore. After two hours of using it it was intermittently shutting down, my wife made a special trip into town to return it and was turned away as they insisted that the fault was due to time being wrong on laptop. The next time I used the lap top I had the same issue. On second return and wife having to wait around town for five hours while they "site fault" they finally agreed to give a refund. Re fund was received. The problem I have is rob from Lismore insist I purchase office 365 and Norton's with the lap top as he said it would be useless without it. I now have a subscription to office 365 and Norton's that is useless to me. The manager from Lismore refuses to refund me for the office and Norton's even though they admitted to selling a faulty lap top. I have no use for these as I now have another lap top with these pre installed. I really expected more from Harvey Norman and am very disappointed as I specifically shopped local and avoided the cheaper internet deals so I could have better local back up service. Can I please get this reviewed and refunded so I can avoid having to waste more time going through ACCC. Look foward to your reply.

Cody Saunders

[protected]

Norton
I have been with Norton for about 24 years (1994 Norton Utilities) and I have never had a problem until now, three years ago I decided to use auto renewal on Norton security deluxe 5 devices, and I noticed in my latest bank statement a few days ago was an annual charge of £69.99 I did a search on the internet and found it at £23.99 at my local PC World which is not a cheap store, this is approx. one third of the cost from Norton auto renewal, so I went online chat with Norton to cancel this auto renewal and was immediately offered 50% discount, this adds insult to injury, I asked how could they justify three times the cost compared to a retail store and was told this is due to "bulk discount" again this adds insult to injury, I eventually purchased this at Amazon for £21 with five devices for one year, this was delivered the next day.
When I tried to install it on my desktop pc using the three point install and product key as given in the Norton package it said it was redeemed but there was a problem with the installation, an error with OS, could be with Jscript or VBscript? To I tried to install it on my laptop and got the same result following the instructions (visit Norton.com/setup on web browser) there was a phone number there which I dialled to get support [protected] I explained the problem and they said (an Asian man) that the problem was an error with my PC and insisted that he gain access to my laptop which he did but after waiting 10 minutes listing to loud irritating music I disconnected his connection and put the phone down, I was extremely suspicious of this. As this is a new laptop and desktop and never had problems before.
I eventually I went on line to Norton to get anther more secure number to phone. [protected] again this was an Asian man (another Asian call centre) and I explained my numerus attempts and failures to install the package I was then rudely told to go and try again as I was not listening and if it failed again to phone him back, this was really telling me he did not want to give me support this was extremely disgusting attitude of Norton support team.
As a last resort I logged back into my Norton account and tried the online chat, case number [protected] and I was informed that the reason why it would not install was I had used all my 5 device options and I had to delete one of them which I did and it eventually installed just fine. I fail to see how Norton can conduct there business in this manner, the original auto renew three times the cost of high street shops I class as theft which is very concerning taking into account Norton is classified as a security company… this is certainly a long way off the old Peter Norton software..

I have been a customerfor many of years and at the age of 71, i was flabergasted to see what happened to me on the 6thJuly 2018.
I went on my computer on the 6th july to be told my Norton had expired please renew, i recall renewing my Norton this year.But i lost my son 44 on board a plane Jan 2017 and my husband passed December 2017, i decided to go onto chat as i could not remember my PASSWORD, i was given a number [protected] by an agent called Divya, told him i thought i had renewed he asked my E-MAIL ADDRESS [protected]@aol.com.he came back no i can not find your E-MAIL address after being put on hold i finally said after he told me do you have any other Email address i told him no ive had this one for 35 years.i told him i would go as it was12am and look it up in my bank or paypal.
Panic mode kicked in as my bank is on line i went and purchased a Norton delux download, all the time i am getting alert your computer is not covered your trial period has ran out?never had a trial period.downloaded my Norton off e-bay went to bed ok thought no problem 1-30am.
Next day i gets onto the bank and yes i paid £38. onto you on the 8th May for a product once again you told me my norton had finished, it was an offer CAME THROUGH ON [protected]@AOL.COM your agent could not find my E MAIL, i was not out of date Greiving for my husband and son i excepted it.and now again i have purchased again i can not give e-bay [protected]@s back as i have used the key, i purchased that Norton as you told me my Norton was out of date.i went back to chat and spoke with Annot for 26 minutes he could not find my account while speaking to him i went on line renewed my PASSWORD that your agent could not do and got in straight away to see all my Norton has trial and has expired?he then told me i am out of the 60 day preiod for refund NORTON CAUSED THIS.i told him i am taking this further his reply hold on a minute while i talk to someone he came back i will phone you back in 4 days?.Mrs M Nelson

My name is Kenichiro Thomson and I bought a Norton anti-virus package a few years ago.

I was under the impression I had cancelled the direct debit however I seem to have been charged £84.99 in my account ending in 826.

I would like to have this refunded as I haven't used your Norton product and believed I had cancelled my subscription. Could you please make sure this does nt happen in the future again please.

If you need any more Information please e-mail me at [protected]@gmail.com

Many Thanks,
Ken Thomson

Received email from Norton support with the following title: "Norton support for Windows XP & Vista will be changing". At the bottom of the email explanation it provided the option to cancel the subscription ("We understand that you may have questions about this decision or that you may wish to cancel your Norton subscription.")

Your message offers an option to cancel service due to a change in service level. However, when I contacted customer service all they could do is remove the automatic renewal with no refund for the remaining 6 month subscription as this notification occurred 60 days after renewal. While I understand that customer service is following Norton policy, and did offer transfers of a subscription, the fact that Norton changed service levels, offered a cancellation option, but did not honor it is the reason I chose not to continue with Norton (after more than 10 years of satisfied service). Sorry this happened and thought you should know why .

Mark Foster
[protected]@yahoo.com
919.696.4208

Rang today for VPN support. I was asked numerous personal questions by your service person such as my address my marital status how many children i have and how many family members i have and where they live. I explained politely i did not wish to answer personal questions the man verbally abused me and refused to give me his name . i then asked him to please stop abusing me and he laughed and continued with his verbal abuse towards me. I then pleaded for his help and he continued his abuse . I started to crt and my husband took over the phonecall and asked for the verbal abuse to stop or we would lodge a complaint. The man then said he didnt care if we lodged a complaint and hung up the phone . Please help us.

Purchased norton security deluxe subscription card 26 may 18 as my subscription was to run out on 28 may 18. I proceeded to download & install as directed but code was not accepted so phoned 08081891055 as directed. The lady spoke good english but she couldn't download it either. She asked if I got my laptop "cleansed" every three months & when I said no she said that was the problem & would get a senior technician to contact me. The senior technician phoned shortly afterwards & remotely began to assess my laptop. His english was fairly good but the background noise made hearing him very difficult & I told him so but it didn't improve.
He said I had a number of "strange ip addresses" & told me to log onto asknet.com & again remotely accessed my laptop. This went on for approx 3 hours & 4 phone calls.
On the last phone call at just after 10 p.M. He said I needed better protection & I needed to pay £179.94. By now I felt I had a major problem & so agreed (stupid I know) but I have always used norton so paid up. It wasn't until the 30th when I received an invoice from device support & my bank statement showed this was paid to eureka online shop that I realized this was not norton.
The invoice which looks more like an insurance policy stated I could cancel it so I did but to date no money has been refunded.
I tried to send queries via feedback but none got through as either 1) too long 2) box too full.
I have been left wondering why a norton technician used another company.

I had $164.99 taken from my bank account without my Authorisation for payment of the abovenamed product. This is not due until 1st July 2018 and I pay this manually. Upon checking your website not only was I charged this amount you also have a special for $84.99 which you did not apply. I phoned Norton and they refunded my account (it took another 3 days). We are under financial stress at present and $164.99 is a lot of money to be without.
Upon checking my account 2 days later another $164.99 had been charged which then put my account in overdrawn and I had no access to funds for 5 days. The charge then disappeared. I and my husband made several complaints without any resolve.
I would at the least expect free Norton Security Premium for the next year. This has caused us much anxiety to not have any money in our account and no explanation.
Please advise us if you can assist.

Dear sir, I received an email which asked for money on your behalf for something I have never had, I was not happy on receiving this email they did give a reference Norto 221794 which I have given to you.
The only thing I ever get from norton is computer security and have always paid for this on the same day
I renewed it, I was not pleased about this matter and would take it to the police fraud department.
At the moment I don't feel like renewing with norton again, unless you can resolve this matter and I would like to know how they got my email address.
Regards