Norton reviews & complaints 526
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AP283747370
In March/22, a box from Norton came up on my wife's computer that said there was a problem. As she could not get rid of this box, she called tech support and was told she had to pay $22.59 to fix the problem (her understanding was that this was a ONE-TIME charge and reluctantly agreed to pay it with her Mastercard). The problem was fixed but we discovered on our December Mastercard statement that you have been charging us $22.59 every month since. As we are seniors and our eyesight is not the best, we had not noticed this charge on our Mastercard bill as the print is very small.
In early January, my wife called customer service, was given a very hard time and she asked to speak to a manager. She was put on hold for about 40 minutes and was disconnected. She called again and was told a manager would call the next day — no one called. I have sent two emails that were ignored and I have three times called customer service to speak with a manager — the first time I was put on hold for 40 minutes and was disconnected. I called again and was told that a manager would call the next day (Jan. 26) at 1:00 p.m. and nobody called. On Feb. 1 I called again and was told that a manager would call me back the same day, and again no one has called. I would like a full refund of $225.90 and an apology. I have contacted the CRTC and will also be contacting BBB if you do not reply responsibly.
My Name: Richard Jones
Telephone: [protected]
Email: [protected]@telus.net
Desired outcome: A full refund of $225.90 and an apology.
NORTON will not respond to email
I have absolutely no idea why I am being charged for this service. I have requested over and over a link to reset whatever password I have but absolutley no response. If I haven't heard from Norton in 7 days, I will file a complaint with the BBC. I will also report fraud to my bank for auto-renewal. This must be fraud, you will not respond to my request.
Bobbie Rodrigues
Desired outcome: CANCEL AND REFUND
Overcharge to my account.
The year 2022 I was charged $376.26 and I can not get any ansewers from Norton. Norton has a web sight that will chat with you about problems, but they charge $55. oo a month for this service. I tried to get their Accouting Dept. by phone, that seems to be very difficult, I did not get thru. I tried twice. Jan. 7, 2022 I was charged $111.29 for 12months. Again in Sept.19, 2022 I was charged $111.29 for 12 months. June 1, 2022 I was charged $153.68 for something? Jan. 7,2023 I was charged $116.59 for 12 months. I was overcharged $264.97 in the year of 2022.
Desired outcome: Please refund or would like a response.
Lost accounts no access to accounts
In the last two weeks I have been lock-out my account and not receiving authenticator code to my phone number and no one seems to know what is going on with my account, I have been a member for years and nobody seems to have no idea what going on. I have multiple case's and then I was told I have no accounts? I would have to be re-enrolled to a new account? This coming out to be a rip off and nobody know how to correct what a long-time member personal information disappears too?
As my account is being re-created nobody has answered where is my original account, what happened, why I lost my authenticator access...
As I type this out the rep is telling me that she is having a hard time
Desired outcome: located my original account, re-activated my authenticator to my phone number to receive my six digit code. re-installing my authenticator and account to it originally form.
Norton 360 platinum
Norton is a complete failure! After having Norton 360 Platinum for six months only, my computer suddenly got a Trojan Horse virus. I ran the Norton Scan FOUR times and it did not pick up that there was a Trojan Horse about - despite said horse (figuratively) galloping all over the screen. Eventually got McAfee Concierge Gold to do a remote repair. All the while, Norton 360 is there, grinning inanely and telling me there's no virus. Rang customer services (in queue for 47 mins) and spoke to someone who sounded completely bored. No apology and did not express any concern about what had happened. I'm not entitled to a refund, because it's over 60 days. Nothing they can do. Asked to speak to a supervisor, who said exactly the same thing but sounded very confused. I said, ok, what about compensation for what happened to my computer? Nothing. No compensation at all, and apparently I should have called them if there was a problem. I explained that no, I'm not going to call Norton to fix it when (failed) Norton is causing the problem! It would also cost me extra for Norton to fix it, when I already have Concierge Gold. Go away, customer, stop bothering us. It's all your fault for having a computer in the first place. Apparently Trojan horses may enter the computer at any time, and they have the full support of Norton. It's a shame because previously I had Norton for many years, but now I'm going to McAfee.
Desired outcome: As a minimum, a refund for what I paid for an annual Norton 360!
NortonLifelock AP1433990182-1
On November 28, 2022 Norton charged my credit card $119.56 for a renewal of services starting January 1, 2023. I contacted Norton on November 28, 2022 disputing this charge and instructed them to cancel my contract and refund the $119.56 charge. I also wiped all Norton programs from my devises as proof of my desire to exit from their service. To date, I have not been refunded the payment, nor have I been able to contact anyone at Norton to discuss the matter. It appears Norton has eliminated any direct access for its clients which would allow them to terminate services in a timely manner. Why else do this if not to steal client’s money by failing to refund unauthorized subscription renewals.
Desired outcome: I want my $119.56 refunded
Over the past months I have attempted to call and chat with your support organization.
I can not get in touch with support. I can't even find the telephone number to call. The chat service does not work. I have attempted on six or seven different occasions to contact and have been unable to reach anyone. I have been a customer of yours for many years.
My first problem is an annoyance. You have caused me a lot of time with your incessant pop-ups all attempting to sell more of your products. There is zero chance of me buying anything else from you if I can't get support.
My next issue is a larger issue. I do not want my service to be auto renewing. I turned this off and your system turned it back on. If I can not get this solved, I will call my bank and remove your firm permanently from my credit card.
Your system is now finding fault with mainstream programs and deleting them from my computer. This has to be solved immediately.
Desired outcome: Provide what you say you provide. have support call me.
Cancelled software, not on my laptop at all and was cancelled but payment still taken
Dear Sir your product was taken of my laptop months ago and you were informed to cancel my account. In December you have taken a payment from my account on a recurring payment even though the account is dead.
I have asked you to put this amount back into my account which up to todays date as not happened. 30/12/2022
My bank as instructed me to contact you again and if no response from you is forth coming ie money returned to my account they will take my claim up with you themselves.
a complete refund
Desired outcome: full refund of amount taken
Norton used to be the best antivirus software out there until they became disgraceful thieves.
Subscription / customer service
Both my parents passed within 5 months of each other. I am the executor of their estate and discovered that my father had an auto renewal to his and my mothers Norton protection. On 9/24/2022 I contacted Norton customer service and opened a case # [protected]. I explained to them that my mother passed on 11/20/2021 and my father passed on 4/30/2022. I received their Capital One September statement and it showed an auto renewal for $280.80 to Norton. They informed me to verify their deaths I would have to supply them with a copy of both death certificates. I complied and sent both death certificates on 9/24/2022. On 9/26/2022 I contacted customer service again and they said they received both death certificates and it has been forwarded to their level 2 team for review. I received Octobers statement from Capital One and the refund was not received. On 11/9/2022 I contacted CS again and they informed me it was at level 3 for review.12/15/2022 Called again to see the status. Shane informed me that they refunded $140.40 to the credit card. I asked why didn't they pay on the secondary. Shane stated he only had paperwork to pay for one. I asked to speak to their supervisor. I talked to Supervisor Patrick I explained to him all the people I have talked to and all confirmed they received both death certificates and the full amount would be refunded. Now Patrick has said they only received the primaries death certificate and they need the secondary's Death certificate. He sent me an email and I forwarded him the death certificate for my father. Patrick verified they received the email back with the death certificate. He stated he will get it processed immediately to the team to review.
This is the 3rd time I sent the death certificates to Norton. Customers should not have to go through this kind of service especially at a time like this with the loss of both parents.
Desired outcome: Refund all monies due as both parents were deceased prior to the renewal period
Norton is a scam . If you cancel auto renewal they will still bill your credit card . The only solution is to cancel your credit card . I you cancel your auto renewal they will not reocgnize you password and lock you out of your account plus remove VPN. Every new service offered to you IS NOT PART OF YOUR ORIGINAL CONTRACT AND THEY WILL BILL YOU . I suggest you read the hundreds of complaints about their terrible customer service .
money stollen from me
put my money back on my card asap you took it on 11/25/2022 return it between you and green dot bank have costed me 435.16 in fees and charges is it your policy to still money from disability people and poor people you should be ashamed of your self the case number is [protected] i will not stop till you give me my money back i have not ask for service or had norton for 2years get ready for a lot of people calling in I am going to make a utube video and give every one the case number and ask them to keep calling to i get my money back
Desired outcome: give me my money now u took it over night return it
is it the corporate policy to still money out of people's bank accounts when they have not had service for 2 years because you damn well took money out of my account and are refusing to give it back. O talking about fraud you are committing it but yet your damn service is to stop it ya right lie-in [censored]s give my money back
Norton™ Secure VPN
I have an annual subscription to Norton™ Secure VPN costing me £29.99 per annum (Product Serial Number: WT2972F26FJR). For some time I have had performance issues with certain apps and frequently having print requests rejected. The connection between my laptop and printer is wi-fi. No longer launching Norton™ Secure VPN has made all these problems go away. I have cancelled my automatic renewal of Norton™ Secure VPN however feel the need to complain that I have been paying for a product that degrades my laptop's performance.
Desired outcome: Ideally I would like to have my current £29.99 annual subscription to Norton™ Secure VPN refunded.I am more than happy to continue with my current £84.99 annual subscription to Norton™ Security Deluxe.
Customer service
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."
Desired outcome: I would like to know the actions taken incompetence, and what will be offered for this gross error that caused me harm.
Norton 360
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
Desired outcome: Help
norton charges
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
Desired outcome: resolved
Norton Escalation Team
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.
Desired outcome: A response stating what parts of my complaint were upheld and have a general summary of action taken to resolve this.An explanation for why communications have been ignored.
Antivirus software
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.
Desired outcome: Refund $112.34 as agreed.
Unauthorised charge
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.
Cancellation Norton RMA1000000000012104051.
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.
Desired outcome: Please refund as agreed cancellation of service account number [protected], George FARRELL
Trying to upgrade and speak to customer support
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.
Lifelock and ultimate help desk
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.
Desired outcome: Yes, I would like to request a refund because Norton hasn't help me at all and the automatic renewal was never authorized. They just went ahead and renewed it without hearing from me.
The charge for Norton Antivirus service was debited without authorization. They claim I had automatic renewal. Norton picked a credit card from my account because they had access to private information. I did not have the card required with Norton. I never intended to renew. I was hacked at a cost to me ov about $700. Norton did not do their job. Have been trying to be refunded $112.34 about 3 months.
Norton Customer Reviews Overview
Norton In-depth Review
Product Range:
Norton offers a wide range of products to cater to different cybersecurity needs. Their product lineup includes antivirus software, internet security, and device protection solutions. With such a diverse range of products, Norton ensures that users can find the right solution to protect their devices effectively.Features and Functionality:
Norton's products are packed with advanced features and functionality. Their real-time threat detection system effectively identifies and neutralizes potential threats, providing users with a secure online experience. The firewall protection and secure VPN features add an extra layer of security, ensuring that users' data remains safe and private.Performance and Reliability:
Norton's products are known for their exceptional performance and reliability. They have a minimal impact on system resources, ensuring that users can continue their tasks without any slowdowns. The scanning speed is impressive, allowing for quick detection and removal of threats. Norton consistently performs well in performance benchmarks, surpassing many other leading antivirus software.User-Friendliness:
Norton's user interface is intuitive and user-friendly. The installation process is straightforward, and navigating through the software is a breeze. The settings and features are easily accessible, making it convenient for users to customize their security preferences according to their needs.Customer Support:
Norton provides excellent customer support options, including phone, chat, and email support. Their customer support representatives are responsive, helpful, and available to assist users with any queries or issues they may encounter. Norton's commitment to customer satisfaction is evident through their reliable support channels.Pricing and Value for Money:
Norton offers competitive pricing for their products, with various subscription plans and renewal options available. Considering the comprehensive protection and advanced features provided by Norton, their products offer great value for money. Norton's pricing structure is comparable to competitors in the antivirus software industry.Security and Privacy:
Norton prioritizes user security and privacy. Their privacy policy ensures that user data is protected and handled securely. Norton implements robust data protection measures and encryption protocols to safeguard user information, giving users peace of mind when using their products.Compatibility:
Norton's products are compatible with a wide range of operating systems and devices. Whether users have Windows, Mac, or mobile devices, Norton's products perform effectively and efficiently. The compatibility of Norton's products across different platforms makes them a versatile cybersecurity solution.Reputation and Trustworthiness:
Norton has established a strong reputation in the cybersecurity industry. Independent test results consistently demonstrate the reliability and effectiveness of Norton's products. Their certifications and positive customer reviews further solidify their trustworthiness as a cybersecurity solution provider.Overall Rating:
In conclusion, Norton is a top-notch cybersecurity solution provider. Their diverse product range, advanced features, and excellent performance make them a reliable choice for users seeking robust protection. The user-friendly interface, responsive customer support, and competitive pricing add to the overall value Norton offers. With a strong reputation and commitment to security and privacy, Norton proves to be a trustworthy option for users' cybersecurity needs.Most discussed Norton complaints
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After hours on hold for Norton tech support, I gave up and decided to research the top executives at Norton. It quickly becomes clear that subscriber customer service is basically a fraud. The most important goals at Norton are pushing products and increasing shareholder value. The CEO was the former CFO whose absolute focus on profits came with him to the CEO position. The number of complaints is staggeringly high.