Norton

Hello,

Please see below transcript of chat with Hardeep S.

You will see that it is misleading, confusing ad contains an out-right lie: saying that I had been extended to 2 yrs, that I would receive a confirmation in a few hours. I felt that they were actually trying to 'fob-me-off' with this lie and get me to go away.

I had completed the step they told me to complete in order to get the 2yrs, but instead I got a cancellation email from Norton.

When I tried to get clarity from Hardeep, they ignored my query and abandoned the chat.

This has left me very time-poor having given Norton 3hrs of my time trying to sort this out, that is over £100 worth of my time that Norton has taken due to poor customer service.

I do not respond well to being mis-lead, deceived and lied to.

Chat with us

file:///C:/Users/sabri/Downloads/transcript_1_37%20PM.htm

Chat with us

Transcript

CHAT STARTED AT 12:27 PM

Kate | 12:27 PM

Hello! My name is Kate and I am a virtual assistant. Please select from an option below to ensure I can provide you the best assistance today! Our sales representatives will be able to answer any questions you have about our products and services.

member | 12:28 PM

Chat with a sales representative

Kate | 12:28 PM

Thank you. I will transfer you to an agent now.

You are now chatting with Hardeep S 12:28 PM

Hardeep S | 12:28 PM

Welcome to Norton LifeLock Sales Department. My name is Hardeep and I hope you are having a cheerful day! How can I make you happy with our products or services today?

member | 12:28 PM

hello... I was chatting with Parth S, but the chat ended before i could click on the link they sent

Hardeep S | 12:29 PM

Please let me know which subscription were you trying to buy?

member | 12:30 PM

we had just set me up with Delux for 1 yr and then they were directing me to the renwals team so that they can extend me to 2yrs at the same price

Hardeep S | 12:31 PM

I understand your concern.I assure you that the Norton Support executives will be able to definitely help you in providing the solution for your issue. Please connect with support executives on https://norton.com/chat

Hardeep S | 12:31 PM

Either you can stay connected with me over this chat and copy the link to open it up on another browser

member | 12:32 PM

it asked me to fill out a form

Hardeep S | 12:33 PM

Yes you will need to fill in the information to get connect with them.

member | 12:34 PM

ah

member | 12:34 PM

okay

member | 12:34 PM

i'm pressing the 'chat now' button but nothing is happening

Hardeep S | 12:35 PM

May i ask if you opened the link in the same browser on the same device?

member | 12:35 PM

its in a different window...

member | 12:36 PM

i'm guessing thats wrong

Hardeep S | 12:36 PM

You can disconnect the chat from here .

member | 12:38 PM

what if i need your help

member | 12:39 PM

i need your help

member | 12:39 PM

you and i are chatting via safari

member | 12:39 PM

i've opened the other link in chrome

member | 12:40 PM

its still not working

Hardeep S | 12:40 PM

i would like to inofrm you that you can directly contact Norton product service on this number [protected].

member | 12:40 PM

i'm in england uk

Hardeep S | 12:41 PM

I undersatand.I would request you to open the link in some other device.

member | 12:41 PM

okay... standby.. here goes

Hardeep S | 12:43 PM

Please take your time.

member | 12:45 PM

thank you for your patience

member | 12:45 PM

i'm scared of being cut off again

member | 12:45 PM

i appreciate your help

Hardeep S | 12:45 PM

You are welcome.

Hardeep S | 12:49 PM

May I ask if you issue has been resolved or not ?

member | 12:49 PM

unfortunately not

member | 12:49 PM

its just a bot

member | 12:49 PM

it doesn't understand what i need

member | 12:50 PM

it now saying wait time to speak to someone is 6 mins!

member | 12:51 PM

are you able to extend the delux to 2 yrs yourself?

member | 12:52 PM

i wish they hadn't cloed the chat until they were sure i was through :(

Hardeep S | 12:53 PM

You can use the link to upgrade it for the next two years.

member | 12:53 PM

which link?

Hardeep S | 12:54 PM

https://renew.norton.com/sclp/nox-static-ss2up/

Hardeep S | 12:55 PM

Please clcik on this link and

And once you are done with the payment please share the 10 digit alphanumeric order number that starts with NP.

member | 12:55 PM

okay

member | 12:56 PM

this is what i have for the delux: NP280126219

Hardeep S | 12:57 PM

No please the other one you will get after upgrading the Norton 360 Deluxe.

member | 12:59 PM

okay...

member | 12:59 PM

NP280126497

Hardeep S | 12:59 PM

Thank you for the information.

member | 12:59 PM

how do we extend it to the 2yrs?

Hardeep S | 1:02 PM

Now can now disconnect the chat from here and now you will click on the link https://norton.com/chat fill in the form again and then will now get connected with support again.This time they will definitely help you with get connect easily.

Hardeep S | 1:02 PM

They will just add the number of days and it will get the NOrton deluxe for 2 years.

member | 1:03 PM

oh... i don't understand why we just did the last step again?

Hardeep S | 1:03 PM

extened for you.

member | 1:04 PM

oh... thank you.. i thought i was already upgraded to 360 Deluxe...

member | 1:04 PM

and then we repested the upgrade?

Hardeep S | 1:04 PM

You have already upgraded the Norton 360 deluxe and then they will provide you with the refund of the amount.

member | 1:04 PM

i'm confused

member | 1:05 PM

what have i currently got now?

member | 1:05 PM

do i have 2yrs now?

Hardeep S | 1:05 PM

Yes.

member | 1:05 PM

i don't have anything that tells me i have it for 2 yrs

Hardeep S | 1:06 PM

However it has already been upgraded. and they will send you the confirmation after you click on the link and get connected.

member | 1:08 PM

i'm so confused

member | 1:08 PM

please can you explain step by step what has happened, and what needs to happen now

Hardeep S | 1:10 PM

You have already been upgraded and you will need to disconnect in case of any problem get connected with Norton support.

member | 1:11 PM

i don't understand what you have just said

member | 1:11 PM

please provide step by step

Hardeep S | 1:12 PM

The order number is the confirmation that you have already been upgraded and you will receive the confirmation email in a few hours.

member | 1:13 PM

thank you

Hardeep S | 1:13 PM

Is there anything else I can assist you with?

member | 1:13 PM

so my understanding is that i have ben upgraded to deluxe

member | 1:13 PM

but

member | 1:14 PM

i don't yet think i have been extended to 2 yrs

Hardeep S | 1:14 PM

I asure you that you have been sucessfully upgraded to deluxe for 2 years.

Hardeep S | 1:16 PM

I would like to help you with this issue, however we seem to be having technical difficulties. I am not seeing any responses from you. Please respond if you are still there and require assistance.

member | 1:17 PM

i'm here

Hardeep S | 1:17 PM

member, I am still connected to you over chat. If you do not have any other questions, you are welcome to end this chat session.

member | 1:18 PM

I need to know that it has been extended for 2 yrs..

member | 1:18 PM

you siad something about a refund which is onfusing me

member | 1:18 PM

please can you spell out step by step what needs to happen next

member | 1:19 PM

for example:

member | 1:20 PM

1. wait for 2 hrs to receive confirmation that you have the 2yrs

Hardeep S | 1:21 PM

I would like to inform you that the i apologize i was confused between this and the last chat.

member | 1:21 PM

2. follow the link to download the protection onto each of your devices

member | 1:21 PM

okay no worries

member | 1:21 PM

please spell out what i need to do now

member | 1:21 PM

when do i start downloadin etc..

Hardeep S | 1:22 PM

1) open web browser

2) Search my.Norton.com

3) sign -in to your subscription

4) check the top right corned for a person in a circle

5)Click manage my subscription

6) Click on download next to the existing subscription

7) Run the downloaded file - let it install

member | 1:22 PM

okay thank you standby..

member | 1:24 PM

it says it expires 1 5 2023

member | 1:24 PM

thats just 1 yr not 2

Hardeep S | 1:25 PM

I reuqest you to kindly wait for the next conifrmation email.

member | 1:25 PM

Hardeep, what is the case no. for this interaction?

Hardeep S | 1:28 PM

I would reqeust to klindly dsiconnect the chat and click on the link please https://norton.com/chat

member | 1:28 PM

please stay

member | 1:28 PM

i need your help

member | 1:28 PM

i have recieved an email

member | 1:28 PM

but it isn't a 2 yrs confirmation

member | 1:28 PM

it says i have cancelled my renewal

member | 1:29 PM

which i have not

Hardeep S | 1:29 PM

You wont be able to get connected with them I request you to kindly use some other device(Phone or PC) this time.

member | 1:29 PM

please stay

Hardeep S | 1:29 PM

I apologize for the hassle. However I would like to inform you that you are connected to the Norton sales team we only help customers to make a purchase for a product or subscription. I assure you that the Norton Support executives will be able to definitely help you in providing the solution for your issue. Please connect with support executives on https://norton.com/chat

member | 1:29 PM

i need your help

member | 1:29 PM

i am in the middle of a purchase

member | 1:29 PM

and a subscription

member | 1:30 PM

please stay and see this purchase through

Hardeep S | 1:31 PM

I apologize however I wont be able to help you because the link does not work unless the chat with sales team is disconnected.

member | 1:31 PM

at 1259 (uk time) i followed the link you told me to.

member | 1:31 PM

please stay

member | 1:31 PM

the link will work on my other device whilst i continue to seek your help here

Hardeep S | 1:33 PM

You can get better help from the support link I apologize however I don't have nay tools they will help you with the necessary tools they have.WE only help with purchase and assurance.

member | 1:33 PM

this is a ourchase help requet

member | 1:33 PM

*purchase

Hardeep S | 1:34 PM

Yes we help with purcahse however the support team handles the renewals.

member | 1:35 PM

I need your help to check what we did we the link at 1259

Hardeep S | 1:35 PM

i would request you to please trust me on this and get connected with them after disconnecting the chat.

member | 1:35 PM

becuase afeter i followed the link you sent , i recived an email saying i had cancelled my subscription

Hardeep S | 1:36 PM

No they weill help you with all the issues.

Hardeep S | 1:37 PM

i apologize however i wont be able to.

Hardeep S has ended the chat 1:37 PM

Live Chat by eGain

numerous e mails this week. saying my subscription is up. saying i have 2 subscriptions ...dont know why ? need to either cancel one sub out or blend them so that im properly covered long term customer..pls HELP

I had £84.99 (AP1394979805) taken from my Credit Card Account and went to the bank to dispute this. I've since found out that i had money taken off in May 2021 as well. I have never received this service and still do not have anti-virus on my laptop!. Therefore I would like a full refund for a service which has never been provided and therefore was mis sold. I could not cancel as I did not receive the service. I would ask that this is refunded in to the account from which it was taken. Failure to do so will result in sending to the Ombudsman. Regards. Sandra Breadon

I contacted Norton this morning to renew my services. I requested 2 year subscription with one year free for a total cost of $199. Alida Grady was your representative. She proceeded to charge me $119 fHer behavior has convinced me I wsill never again allow remote access by your representatives to my computer. Supposedly I have now been charged a total of $199 for 3 years of service. If I find this is not accurate, I will pursue charges. It took well over an hour of my time to obtain what I requested in the first few minutes of contact.

Purchased a 12 month Subscription to Norton Mobile Security, as part of this a feature given was Dark Web Monitoring. The subscription started 12/21 and on the 14/04/22 a data leak was detected on the dark web by 3 separate companies none of these being Norton. I decide to contact Norton to cancel the plan as the service I was paying for wasnt being fulfilled. Norton initially agreed to a refund on this basis however I had to contact Apple as I had paid through them. When contacting Apple they told me no matter what since the 60day policy had been surpassed I was not getting a refund and to contact Norton again as these are the only people who could help. After reaching out to Norton again they stated we cant help either as you didnt purchase the service direct from them. Now what am I meant to do in order to check the service works? Leak all my data onto the dark web myself just to make sure it works? Both companies just defer me to the other without any help or resolution. When paying for a service over 12 months youd expect to receive that service. If not then a refund is in order... This seems like a well engineered loop hole, based on this policy if a customer was to pay for the service through Apple and Norton were to cancel the users ability to access the service after 2 months they cant get their money back in any way shape of form. This is a disgusting practice from two well established companies both without a complaints department (or so the advisors have stated) so you have nowhere to go from they saying no over and over again. Sorry we cant help is the best anyone has come up with.

I bought norton deluxe with utiltiies. I have the security but not the utilties. I have phone, I have mailed twice, I have spoken with an agent who remotely accessed my computer.

The issue is still not fixed.

There was no customer feedback by the agent. He just signed off without fixing the issue.

I am angry that I am paying for something you can not deliver.

I have 3 other devices and both security and utilties have uploaded on these so I know it's working however on my current device which I use daily utitlities will not download.

I asked for a link which didn't work.

This is time wasting and money wasting so far and very frustrating because it's taking too much time for a simple task. This should be quite simple considering it's a simple download for a product i'm paying for?

I Purchased Norton in November and paid for it by Visa. Then yesterday I noticed they had charged me again on my Visa without my consent. So I am not very happy and will call my Visa now to cancel my card so Norton won't be able to take more money from my Visa account for this stupid Norton. I will also try another security now because Norton is also getting too expensive anyway.

So disappointed now that I have to change my Visa account because of this.

Effie Hewitt

[protected]@bellaliant.net

Spent over 1 hr on phone with support to see if I could combine 4 subscriptions into just Norton 360 + Lifelock. She said I didn't have Norton Utilities Premium, which I was looking at as "Active" on my subscription screen. She asked for the product key so she could look at it. She then turned it from "Active" to "Disabled". When I told her she did this, she said that she didn't, that it had been inactive for years. I asked for Supvr. She also said it had been inactive for years. I cancelled all subscriptions. The support people were very difficult to communicate with. They never seemed to understand what I was asking. This has been a nightmare.

We called for help into install your deluxe product as we were having trouble. The lady went through a lot of stuff and then started saying if we buy this product for five years for £300 pounds and proceded to tell us about it. We said no thank you. she then said about £500 punds for ten years to which we said no. She then went away and when she came back she said we could have the security system for£70 pounds and pay it in insalments. we said no thank you. Then I said what you are saying is the card we brought is really no good. so I said we paid £16.99 for nothing. All we wanted was help to load it. We have had no problems before. Is this write that when we buy the card from the shop we might as well through our money away as you are selling the public something that is not worth having. The lady upset my wife in the proceed

I have used Norton for over a year and have had issues with customer service anytime I had an issue. I finally had an issue in December and spent over 2 hours online (because I couldn't speak with a live agent) trying to fix it. I was disconnected numerous times, and finally they suggested I needed to purchase another product. I did so and then attempted to cancel it after a month. I again could not get a live agent and could not cancel it. When I did finally get a live agent, I was hung up on over and over again. Don't Use Norton Products! Their customer service is VERY poor. I had two services, one which I knew I would not be able to get a refund for, but the other I had tried numerous times to get through and couldn't. Today I did, after being hung up on 4 times, and got a supervisor who said there was nothing he could do about the service THEY recommended I purchase in December. I want a refund and all my services with NORTON cancelled.

I don't know how you got a Norton anti Malware program installed in my computer but when I tried to uninstall it you gave me a load of pain. Please don't do this.

So I don't even HAVE Norton installed onto any of my devices. Nor have I ever used Norton. I have Macafee usually. Tell me why I was charged $60 when I 1. never renewed my Macafee subscription and 2. Don't even have the application installed. Like this is Fraud and I don't even know what else considering I never even gave this company my information and they STOLE my money!

you keep trying to get me to buy a subscriptrion and now you want me to cancel and buy a new to fix scan . I thought the one I have is to pay for that repairs. when I bought it. I was led to believe it covered most every thing. I am on a limited income and can not pay more than already paid. I need to see what I am paying for that you would want me to buy more of your plans if I am going to renew.

My norton will not start up stating that my subscription has expired. I have 151 days left on my paid subscription. I tried to reinstall but this did not help so I contacted tech suppport. The tech guy took control of my computer and deleted then reinstalled norton, This did not work so he initiated a level 2 problem and said that the tech support would contact me in 48 hours. After 48 hours I had not heard from norton so I called tech support and was told that they wourl call back within 3 hours. Norton NEVER called. It is now day 3 so I called tech support again. Was told they would call back in 2 hours. That was 5.5 hours ago and noone has called so I once again called tech support, This time I was told that noone was calling because norton did not know how to fix the problem.

At this point I need antivirus protection so I wanted to cancel my subscription and get a refund. The customer support rep could not do this and told me I would receive a call back in 2.5 hours, I am quite unhappy with norton and just want my money back! I can buy and install one of your competitors products in minutes.

case # [protected]

My name is Olufunso Idowu

- contact email - funso,[protected]@virgin.net

I purchased my annual subscription through Amazon on 29/4/21. It covered up to 5 devices. I installed and used it on a 3 devices but have since uninstalled it from 2 of the devices, and not used my 2 additional purchases at all.

I uninstalled because it created firewall access problems.

I have changed devices (Desktop and mobile phone) and upon trying to install Norton antivirus, was refused on grounds that my product key was already in use and then a notification that my subscription has expired and i would have to buy a new subscription.

My purchase was for a year, therefore not expiring until 28/4/21.

I am being cheated by Norton and deprived of what I paid and contracted for.

I require Norton to correct their record, restore and give me access to my account or refund the balance unused part of my subscription, dated from today, 02/03/22.

My supporting document could not be uploaded so below are the details;

Microsoft 365 Family | 15 Months subscription | Office apps | up to 6 users | Multiple PCs/Macs, Tablets and Phones + Norton 360 Deluxe | 5 Devices | 15 months subscription | multilingual | Download

• Platform: windows_8_1, windows_10, windows_11, mac_os_sierra, mac_os_big_sur_11

• How to redeem this item

Norton Product Key: XCC3GB3VHXP4Q4W3837MFFPWG

Token: QVCJX-PG66H-P9QQ6-2TRG6-PVH6Z

Link: https://setup.office.com/?token=Q8S2fXjgPE%2fekuUYs7YKoX47e78nox8MgpU%2fM1nQDVd7PmoYDUR60EIqPbTQ0K%2fCfn1YmQam9ted1Bm%2fx5L6OmzTcSKzO%2b%2fcTH07llyqSC9uBGwrWgW7eF72109S7%2fxO2CiV8LfpZgu5zhqfvoEHpBq0UFN2J3vzeSHQn4LfjfWTi%2fL5fBta%2fjIcmz%2bfWedefuwCNMS1qBZOd7McFRhhJJKpifWE6XFH0I%2fWO7eZmRc99PCozw88YD36mw5UiTKkJyrgHCzBn5Jx%2bEfnQ2VKgkws0AxjUpSQJ0opODAnKQMGitxhvMgixX5afCMXlEeRKOhSZPlbPMpbOr0310BURQ%3d%3d&ctid=e6a81b26-4eaf-42d7-b52a-bfdfdb7d3c55

Purchased on April 29, 2021 View order details

How to redeem this item

Microsoft 365 Family | 15 Months subscription | Office apps | up to 6 users | Multiple PCs/Macs, Tablets and Phones + Norton 360 Deluxe | 5 Devices | 15 months subscription | multilingual | Download

Microsoft:

Go to Office.com/setup and sign in with your Microsoft account or create a new account (save your credentials). Enter your product key and follow the instructions

Norton:

1. Go to norton.com/enroll

2. Sign in then enter your product key

3. Click Next and follow the on-screen instructions

*You must have a Norton account to install. If you don't aready have a account, you can easily set up one using your email address. To protect additional computers, smartphones and tablets please return to norton.com/enroll

Your Orders

Your Account

Amazon.co.uk

Digital Delivery Confirmation

Order #D01-[protected]

Hello Olufunso Idowu,

Your digital video games and software purchases are now available for use.

Download, access and manage your digital video games and software now.

Access your content

I cancelled my automatic renewal for Norton a few months back, I even had an email confirmation from them after to say they won’t take money when my subscription expired.

I just received an email today saying they have tried to take money out of my account. Luckily I’ve changed by back details since then, but clearly there’s something really wrong here.

On Feb. 22 I recieved a bill stating Norton was taking 550 dollars out of my bank acct. I contacted them to resolve situation and they asked me to download anytime app in order to connect computers to Norton to refund money. Then they threatened me, I felt, with fact they had my computer on their screen, etc., about getting the refund. There should have never been a reocurring bill when I cancelled. That is a form of fraiud & theft, I feel.

I paid to renew and Norton keeps wanting me to pay it again. Bait and switch business practice. I called 2 times and I was told it was fixed but Today I got another request to renew or my subscription would be ended.

Order Number: NP1380202164

Tax Disclosure:

Seller's details: NortonLifeLock Inc.

60 E. Rio Salado Parkway, Suite 1000

Tempe, AZ 85281

USA

USA FEIN: 77‐0181864

Canada GST #: [protected] RT0001; QST #: [protected]

Order Details

Norton™ 360 Premium II Subscription Renewal ﴾1 Year Subscription﴿

Microsoft® Windows®, Mac OS®, iOS®, Android™

Product Key

PBKCVHFMD2TJXPPPYMX6QJTM7

Product Serial Number

C84FG8JTHGBV

Licenses

‐

Automatic Renewal

Annual Subscription

Status

Processed

Expires On

2/28/2021

USD $89.99

Payment Details

Payment Method Credit Card

Account Holder Name KennethJ Lipovsky

Card Type DISCOVER

Card Number XXXX‐XXXX‐XXXX‐5631

Sub‐Total USD $89.99

Tax USD $6.74

Total USD $96.73

27th January 2022 £84.99 was debited from my credit card account, more than 1 month before the expiry date of 3rd March, 2022.

I logged on Norton to cancel the service at 08:10am on 1st February. £84.99 was debited from my credit card account for the service beginning from 3 March 2022 to 3 March 2023. It is absurd. I never use the anti-virus service on and after 1st February 2022. Why do I have to pay for the service that I never use?

I am looking forward to having your reply at: [protected]@gmail.com.

See the attached email I received from a bogus site.

Who sent that email trying to get me to pay them. ITS NOT NORTON IM SURE

Look at the email in the attached photos. Someone is trying to rip me off using your name.

THIS IS RIDICULOUS

LOOK AT THE EMAIL I SENT YOU FROM A PERSON CLAIMING TO REPRESENT NORTON.