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My mother has a laptop with Norton AV on it, which I set up for her a few years ago.

2 months ago it auto-renewed, but it renewed for 5 devices, instead of just one. She only has a laptop, she does not require a multi user licence.

My mother only noticed this when she saw the debit to her credit card of £75, instead of the expected £25 (approximate figures).

She tried to contact Norton online, but was only able to switch off the automated billing, she was not able to get their Helpdesk people to refund her. This is very understandable from her point of view as she is an 81 year old woman with very little experience of computing.

Finally she turned to me to ask for help & yesterday I contacted Norton helpdesk via an online chat. They, however, again refused to refund any funds, hiding behind the excuse that it has now been more than 60 days. They did offer an extension of 60 days & then 180 days on the AV cover, but this was not what I was asking for.

Apart from the simple fact that my mother first contacted them over a month ago, which makes their argument invalid, they are shamelessly trying to hide behind their terms and conditions with this 60 day excuse, without making any effort to provide any fair & honest resolution to a customer who has paid for their products in good faith for many years.

During the course of yesterday's online chat I demanded to be passed to a supervisor & after that to a more senior person, which didn't happen. I was left with a promise that they would pass the matter to a 'senior team' & then would come back to me within 48 - 72 hours. I am now awaiting their response, but in the meantime I do not wish to rest on my laurels, as I would like to bring this matter to a swift & successful conclusion with the minimum of fuss for my mother.

Any help and advice gratefully received.

Thanks and regards

Rick Felbabel, UK

  • Norton Customer Care's Response, Oct 11, 2019

    Sorry about the trouble. Could you please reply with your case reference number? We can certainly check this and help.

    Thanks
    Raj
    Norton Support

  • Updated by Rick Felbabel, Oct 11, 2019

    Thanks for the swift response Raj, the case number is [protected].

    Regards

    Rick Felbabel

  • Updated by Rick Felbabel, Oct 16, 2019

    5 days have passed since my last comment, may I have an update please, this is taking too long.

    Regards

    RH Felbabel

  • Updated by Rick Felbabel, Oct 17, 2019

    This is getting beyond a joke, please respond without delay, or I will have no option but to go to the relevant Trading Standards.

    Thank you.

Ri
Oct 07, 2019

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