Norton
Reviews and Complaints

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

$219 withdrawn from my account by Norton, I contacted Norton, they told me, it was automatic renewal and I cannot get refund because it past 60 days, I told them it is overcharge and it should be $119 not $219. They told me they will extend the renewals for two years instead of one year. I agreed but I didn't have access for pc for them to proceed so they told me to call back. I called today they told me, they wouldn't extend the renewal and they wouldn't give me refund

Have not had a norton subscription for over 2 years. All of a sudden had a random debit from my account for £84.99. Phoned bank and claimed it as fraud. 2 days later my parents visited and bought with them a norton renewal card that had been delivered to their address. I have not lived at this address for over 10 years, when i logged into my old norton account the address that was on their site was my previous address (still not my parents address). i also had not had any products for the amount deducted and nothing was active on this account. I contacted norton to see what the hell was going on.

They really did not seem to understand what i was saying. The account that they had debited me for was one i had now used for over 10 years, had no access to and could not even remember what email address i may have been using at this time. Laughably they claimed unless i provided the email address (that i did not know) that i used, they could not find my account. How they have no ability to search my name or address completely baffles me.

By this time the chat representative was getting rather short and aggressive. Eventually they told me the order number will be on the debit on my bank statement. i checked this and provided the information, to be told this is not a valid order number. At this time i really did feel like i was banging my head against a wall. After a little more arguing back and forth they threw some email addresses at me and asked if they could be mine. i told them to check if any of them had been debited recently for the amount. By now the chat representative was getting really arsey. Eventually they agreed to refund me (bonus considering my bank already had), then came the real kicker. They provided me with my card details that they would be refunding the money to. This card was relatively new. i demand to know how they obtained this information as i did not supply it to them. I was informed i must have. When i again explained, no i did not and seeing i could not even access this old norton account, it was pretty impossible for me to do so.

The chat representative literally started arguing me at this point. I then asked how do i make a complaint. Information on this would not be given. In the end i got fed up of wasting my time with this shambles of an organisation and demanded all my accounts be shut down and my details wiped and ended the conversation.

Would recommend avoiding Norton at any cost.

Hi, I bought Norton anti virus 3 years ago for three years, Afew days go I find out it was renewed and money withdrawn from my account without my permission, $219.99 was withdrawn and renewed for one year which is over charge, I contact Oline customers service 1/05/2018 around 4.30 pm Australian time, the customer services team member offered to extend the subscriptions for three years, he asked my information and told me he will do it now, he told me to access my Norton account, he gave me Instructions, I followed to extend the subscription, he access my laptop without my permission, he asked me to open my email and I opened my email, then he told me my laptop has virus I need to pay $300 and I will be refund the money I paid. I refused and asked for refund, he told me I can't get refund. I asked for email address to write complaint, he end the call.
I knew he has access my laptop when he read the things in my home screen.

I was told to phone Norton to query a charge which I hadn't authorised. I installed Norton over a year ago on a computer that broke down within a month. I had no need of this product since then. When I phoned the 1st male hang up on me abruptly so I called again & the same thing happened. So my husband phoned they stayed on the phone longer this time but tried to gain remote access to my device so they could install their product which is not wanted or needed. I am disgusted at the way I've been treated & I hope this behaviour stops because it is no way to do business.

I am asking you to stop this product. I already asked you to stop: norton internet security. And you reimbursed me, 26th march 2018: 49.99£ on my paypal account. Could you do he same thing with the 64.99£ you just charged my paypal account.
Could you do please the same thing with the product. Thank you. I am not using anymore since aklmost a year norton products.
Than you
Michael phillip kenny
[protected]@hotmail.com
Order: ap1234944949. For gbp 66.66
Thank you

I have tried downloading your security system ( Order No.: N252914540 ) £29.99. So many times now and it will not work. I have chatted with Rakesh Soni (Case No. [protected] ) I used to have Kaspersky and had no trouble so I am going back to them. I have tried your download over 5 times and I am very angry. Please cancel this order and rfund my money immediately. I am a very dissatisfied customer.

05 Mar Norton *Ap1250965007 [protected] GBR on 03 Mar 79.99

I received the above bill on my credit card (£79.99)
MasterCard Account No. **** **** **** 8556

I do not use Norton software and I do not recognise this bill. Could you please reimburse me for this amount and cancel me on your records.

H S Swanton
Brackenrigg
Ashley Gardens
Mayfield
East Sussex
TN20 6DU
[protected]

I have had to go back one version of Norton to get my VPN (Cisco any connect) to work. Spent a great deal of time with the tech people at Norton and all they could suggest is that I go through the same nonsense with Cisco. Norton is garbage, and the tech people are worthless. Also, I was told that I could not get any refund on the amount I have already paid for this garbage. Email: [protected]@yahoo.com

3/19/18 Debit 6516187 *AP1252553758 Mountain View CA [protected].28.02
$84.99 was taken from my account but I never ordered Norton Symantec.
I was never sent an email informing me and I do not choose automatic renewal ever.
I tried to make a purchase today but was rejected because $84.99 was stolen from my bank account.
Please refund my $84.99. This is fraud, pure and simple. I lost all of my verizon.net emails, all my contacts and folders about 4 weeks ago. Some companies, like Norton, may be emailing me on that lost Verizon account. This is not my fault and I cannot find these emails. Any that may have been sent to me at the Verizon.net address are floating around in cyberspace. Please have mercy and refund my $84.99. I'm far from rich and cannot afford these large (to me) amounts to be taken from my bank account.

Thank you for your consideration of this problem.

Eileen Davey

I am very dissatisfied with the lack of customer service I have received trying to redeem a $25 amazon certificate I received from you in Oct 2017.

I am including the original email

The original link did not redirect me to the correct page. I contact via telephone the Customer support explained the situation, after few attempts I was told a supervisor would call me back. When I called back I was told that a supervisor has called and that the case was closed. So I reopened a case and asked to be called from the [protected] since I screen my calls. My phone has not blocked or received any emails from [protected].

In January on chat session 5439043 I explained again that I was following up with ticket number [protected]. However this case was also closed. The last time, case number [protected] I requested to be contact by email. I am still waiting to be contacted by email.

I have been a customer for a long time and I am very dissatisfied with this situation.

----- Forwarded Message -----
From: Norton
To:
Sent: Friday, October 27, 2017, 5:31:13 AM CDT
Subject: An anniversary gift for you: $25 to Amazon.com!

Thank you for being a loyal subscriber. | View as web page.
Norton by Symantec

IT'S YOUR NORTON ANNIVERSARY

Enjoy a $25 Amazon gift
card as thanks for being
a subscriber

You're in for a surprise!

Register for my gift

Must register 31 days before your subscription renews.
As a subscriber, you enjoy these great benefits - and more!

FREE Norton Identity Protection service
at no extra cost.1

Learn more >

100% Virus
Protection Promise
or your money back.2

Learn more >
Support | Legal | Privacy YouTube Facebook Twitter Google+
11Must have a current Norton subscription (Norton Security, NAV, NIS, N360, N360MD) and active Norton account. Up to $1 million in identity fraud insurance coverage and up to $10k insurance coverage for qualifying unauthorized electronic funds transfer(s). Review the summary of benefits, policy terms and conditions, and exclusions of coverage here.

2To be eligible for the Virus Protection Promise, you must have a qualifying Norton subscription and unless you have Norton Small Business, you must also have purchased, renewed or upgraded that Norton subscription directly from Symantec, or activate automatic renewal with Symantec. If a Norton expert is unable to remove the virus from your device, then you may receive a refund based on the actual price paid for the current term of your qualifying Norton subscription. If you purchase a Norton bundle (a qualifying Norton subscription purchased with another Norton offering), your refund will be limited to the Manufacturer's Suggested Retail Price (MSRP) of your qualifying Norton subscription for the current term, not to exceed the total bundled price paid. Or, if your bundled purchase contains a qualifying Norton subscription with a non-Norton product, your refund will be limited to the Manufacturer's Suggested Retail Price (MSRP) of only your Norton qualifying subscription for the current term, not to exceed the total bundled price paid. Any refund will be net of any discounts or refunds received and less any shipping, handling and applicable taxes, except in certain states and countries where shipping, handling and taxes are refundable. The refund does not apply to any damages incurred as a result of viruses. See Norton.com/guarantee for details including qualifying Norton subscriptions.

Copyright © 2017 Symantec Corporation. All rights reserved. Symantec, the Symantec logo and Norton are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries.

Symantec Corporation, 350 Ellis St., Mountain View, CA 94043

EmailID: US_TRIG_ACT_LC_NS_T-60_Year1_VCCP

Today I find out that I have paid for years a Norton subscription, that was in automatic renewal. The email where they send the auto renewal information, was not in service since 2009. Revising my American Express I find out that in December 2017 I was charged again, so I called Norton in California, and clearly they said sorry but our policy for auto renewal is 90 day for refund. Nice way to do business, so be careful with Norton Auto - Renewal, is a petty nice way to scam customers...

Hi I notice I have had a prepay scheme set up on Paypal and you have billed me

Bill Term
Initiated Date 18 Sep 2016
Total Billed Amount £69.99 GBP
Billing ID B-4SS58982RW368481P
Status Cancelled on 31 Jan 2018
Description Norton by Symantec - renewal service

can you refund my money, this is the second time i have contacted you over this, my log in email is druid.[protected]@ntlworld.com, my name is Karen Lovell

Billing ID B-4SS58982RW368481P
Status Cancelled on 31 Jan 2018
Description Norton by Symantec - renewal service

I noticed from a recent bank statement that Norton took £59.99 out of my account on 5th December. I didn't authorise this payment to Norton and have no idea of what it is for.

Secondly, I'm surprised that Norton charged me an exorbitant £129.00 in Jan 2018 for renewal of my subscription. I believe my subscription fee last year was around £40. How can Norton justify such a massive hike in their fee? Furthermore, I am MOST displeased that I wasn't consulted about this payment and that it was AUTOMATICALLY debited to my account.

I would like an explanation on both counts. I would also expect a refund for the automatic payment made to Norton on 5th December.

I am also inclined to make a complaint to the Trading Standards Office in and the Communications Ombudsman.

Yours

GIlda L Hurford

I purchased a 1-year subscription of anti-virus on 7 February 2013 for £32.16. After 1 year I no longer needed the service and cancelled it. Soon after, I changed my email address and have replaced my associated bank card twice.

Recently I checked my bank charges and noticed I had been charged £79.99 by Norton. I called my bank as I thought it was a fraudulent payment. They informed me that I have been charged by Norton yearly since 2013. I informed them that I only signed up to a 1-year subscription of Norton's antivirus software. They explained that a large number of customers had complained about the same automatic renewal charges.

I was additional charged as follows:
23 Jan, 2014 = £64.99 (Not disputing)
23 Jan, 2015 = £64.99
23 Jan, 2016 = £64.99
17 Jan, 2017 = £79.99
07 Jan, 2018 = £79.99 (Refunded)

After speaking with my bank I spoke to two Norton employees via the 'chat function on Norton's website. They informed me that I last used the software in December 2014, which means I was charged for another year of service but I continued to use the service so I am not disputing the charge in 2014. Koushik Roy, the supervisor kindly issued me the refund for the most recent charge in 2018 but explained he was not in a position to issue me a refund for the charges from [protected], even though I didn't use the service during this period.

Koushik informed me he would escalate my case on to a member of the senior team as they were the only ones at liberty to issue me a refund for the additional charges between [protected]. I gave him my mobile number and two email addresses and he informed me I would be contacted within 48/72-hours. This was on 16/01/2018.

Today is 22/01/2018 and I have not received a phone call or email from anybody in the senior team to discuss the problem.

I used the chat service again today to question why I had not received a call and despite providing my case number for my previous chat on the 16th the person I was speaking too kept asking the same questions and giving me information I was already given from my previous chat.

Frustrated I asked for a complaints email address and the email address of a member of the senior team. The person I spoke to stated neither had an email address. For a company who work within the technology/software field I am shocked that there is no email address (hence the length of this complaint).

I signed up to a 1-year subscription from Norton. I did not agree to a yearly renewal fee. The fact that despite me changing my account twice since my initial purchase of your product has not stopped you from pushing through a yearly charge or at least asking me permission to charge my new account is completely immoral and fraudulent.

At this point I need to speak with someone who is higher up within Norton to discus not only being charged for a product I have not used for years (and clearly your records show I haven't used it for years as your staff were the ones that provided me with the date of the last time I used it), but also to complain about your terrible customer service.

I will also being reporting Norton to trading standards and the financial ombudsman.