Complaints

This profile includes complaints for Gen Digital Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gen Digital Inc

  60 E Rio Salado Pkwy Ste 1000 Tempe, AZ 85281

  
• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

• 

  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  AVG Technologies USA, Inc

  2100 Powell St Fl 147 Emeryville, CA 94608-1826

• 

  Gen Digital Inc

  4101 Yonge Street, Suite 501 Toronto, ON M2P 1N6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a virus on my android cell phone spent several hours on Norton technical support with them. They talked me into a contract even had me takevacpicture of my license. I still have same problem . it cost me ******. I was scammed. . I barely could fill this out because of intrusive virus and screen lock ***** I getting messages that all info is stolen.

  

  Business Response

  Date: 07/14/2025

  Hello there,
  
  Thank you for reaching out to our team regarding your concern.
  
  Were sorry to hear that you may have fallen victim to a scam. Unfortunately, we are unable to offer a refund or compensation in that case.
  
  Upon further review of your account our records indicate that you recently purchased Norton through a retail vendor. For any further assistance, please dont hesitate to contact our *************** and Support team directly, by calling ***************. For any additional queries our support can be reached via the link below.
  ************************************************************************
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Norton continues to renew my subscription without notification. I want the auto-renew to stop. I have tried contacting the company by phone but they make it impossible to reach anyone. Further, there is no way to stop auto renew online without canceling my subscription which I would rather not do. I believe they intentionally make this difficult so they can continue to bill me without proper notification.

  

  Business Response

  Date: 07/14/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us, we truly appreciate you bringing this to our attention.
  
  After reviewing your account, you are correct that your subscription has recently renewed. It renewed on July 8th, 2025. Under our 60-day Money Back Guarantee, we are pleased to inform you that the purchase of an annual subscription qualifies for a full refund if requested within 60 days of the purchase date or renewal date.
  
  Also please be advise that we can verify that we have successfully sent you pre-notification of your subscription renewal timeframes and details. These emails were successfully sent to this same email you are using to communicate with the BBB.
  
  Hope this finds you well, please feel free to contact our member service and support team directly to request for a refund of your most recent renewal, by calling ***************. For any additional queries our support can be reached via the link below.
  ************************************************************************
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:07/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over A year ago I canceled my subscriptions to Norton due to bad serve. I was told it was taken care of. The morning of 07/10/2025 I got a notification from my back saying Norton tried to take money. When I checked Norton was using my new debt card without my permission. I never told them my card number either.

  

  Business Response

  Date: 07/14/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us. We are sorry to hear about your experience and appreciate you bringing this matter to our attention.
  
  At this time, weve been unable to locate any active subscriptions based on the information provided to the BBB. However, were more than happy to investigate your case further and attempt to assist you.
  
  To help us locate your account, could you please provide the email address associated with your Norton or LifeLock subscription? If available, you may also share the order number related to the transaction. If you were charged by Norton, you should have received an order confirmation email that includes the order ID, this typically begins with "AP" or "NP" followed by 10 digits.
  
  Kind regards,
  NAM Advancement Team  

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Norton billed my bank card without authorization for a second time, despite no account tied to my number or email. I was promised a refund by phone, then charged again. I never authorized recurring payments, had no active Norton account, and received zero notice. They got my card information from when I swiped my card at Best Buy with my boyfriend at the time. They did not have permission to keep it and charge it whenever they please. It feels like a scam from a cybersecurity company no less.Below I attached my case ID number from the phone call where I was promised cancellation just before being charged a second time.

  

  Business Response

  Date: 07/03/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us. We are sorry to hear about your experience and appreciate you bringing this matter to our attention.
  
  At this time, weve been unable to locate any active subscriptions based on the information provided to the BBB. However, were more than happy to investigate your case further and attempt to assist you.
  
  To help us locate your account, could you please provide the email address associated with your Norton or LifeLock subscription? If available, you may also share the order number related to the transaction. If you were charged by Norton, you should have received an order confirmation email that includes the order ID, this typically begins with "AP" or "NP" followed by 10 digits.
  
  We look forward to your response so we can resolve this issue as quickly as possible.
  
  Kind regards,
  NAM Advancement Team  

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal Norton customer for over a decade, but I now believe the company I trusted to protect me has turned into a pay-to-protect scam. I dont say that lightlyand I have documentation to support it.The core issue: Norton relentlessly bombards users with alarmist popups claiming our data is at risk and urging constant upgrades. Despite upgrading just last week in response to one such warning, today I received another popup claiming my plan lacks key protectionsunless I upgrade again to Privacy Monitor Assistant. (See Attachment 1.)That popup says my current plan doesnt:Discover unwanted online accounts,Send unsubscribe requests,Continuously monitor exposure.But thats false. Refer to Attachment 4, which shows these exact features included in my planNorton 360 with LifeLock Advantage. If not a direct scam, this proves at minimum that Norton is misleading users with scare *********** reference Attachment 2, showing the plans Norton advertises to new customers. Privacy Monitor Assistant and ********************** Advantage arent listed. Nor is my previous plan, Norton 360 Premium. So why am I being pushed to upgrade to plans that don't exist on the public site? This inconsistency strongly suggests deliberate confusion and misdirection.When I finally gave in and upgraded last week after months of prompts, I was immediately told it wasnt enough and that I would have to pay even more. Thats bait-and-switch if not all out fraud.Additional issues:My Subscriptions portal lacks billing transparency and lists Norton Utilities Ultimate separately, though it should be included in my current plan.After dismissing todays popup, I was hit with another one pushing Privacy Monitor for 60 days (Attachment 3). They are relentless.I want answers. What does my plan include? Has it done all the things advertised in the prompt last week? Why do upgrade prompts contradict current plan? Will Norton stop misleading and harassing its paying customers?

  

  Business Response

  Date: 07/03/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us, we truly appreciate you bringing this to our attention.
  
  In order to better assist you and ensure we address your concerns accurately, we kindly ask that you reach out directly to our support team. Theyll be best equipped to look into your account details and provide the appropriate help.
  
  Feel free to contact our member service and support team directly, by calling ***************. For any additional queries our support can be reached via the link below.
  ************************************************************************
  
  Kind regards,
  NAM Advancement Team

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  gen digital inc for AVG stole my money through my ****** account claiming an auto renewal that was not true. I had no auto renewal. They have a 30 day return policy. I filed a return. I never received the product and they never gave me my money back.

  

  Business Response

  Date: 07/03/2025

  Hello there,
  
  Thank you for getting in touch, and Im sorry for the frustration caused by the auto-renewal of your subscription.
  
  To address your concerns we will be investigating the renewal and billing activity associated with your account. Our team will review this in detail and get back to you with a resolution as soon as possible. If eligible, we will also explore options for a refund or credit, based on our findings and your account usage.
  
  We appreciate your patience while we look into this, and we will follow up with you once we have completed our review. If you have any other details you'd like to share in the meantime, feel free to reply to this response.
  
  Kind regards,
  NAM Advancement Team

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** purchase. Paid at the time of purchase. Seller States I did not pay and conceled purchase. Seller states that I requested purchase to be canceled. I did not request this. No money back as Seller states I did not pay. Seller sent email that if I pay ***** he work email me the key code. But I have already paid. Now wants paid twice. But I did and have copy of that transaction. The seller of the NORTON 360 premium item. datsframus. harsh kothari *******************************************************

  

  Business Response

  Date: 07/03/2025

  Hello there,
  
  Thank you for bringing this to our attention.
  
  To assist you further, we first need to verify a few details. Specifically, we will need to investigate whether the individual in question is an authorized third party re-seller for Norton products.
  
  Additionally, we kindly ask that you provide any proof of purchase, including emails related to this subscription and any charges made to your account. This information will help us conduct a thorough review.
  
  Once we have the necessary details, well investigate the matter and follow up with our findings as soon as possible.
  
  Kind regards,
  NAM Advancement Team

• Initial Complaint

  Date:06/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avast continues to debit my credit union account even after their services have been canceled and or not renewed year after year. I have emails that they have canceled (latest was April 2024) and yet in April 2025 they debited my account again and I have just found it again. Please refund to my ******************* $65.99 that was taken out again in April 2025. Attached is where Avast said they canceled in ********************************************************************************************* used.

  

  Business Response

  Date: 07/03/2025

  Hello there,
  
  Thank you for getting in touch, and Im sorry for the frustration caused by the auto-renewal of your subscription.
  
  To address your concerns we will be investigating the renewal and billing activity associated with your account. Our team will review this in detail and get back to you with a resolution as soon as possible. If eligible, we will also explore options for a refund or credit, based on our findings and your account usage.
  
  We appreciate your patience while we look into this, and we will follow up with you once we have completed our review. If you have any other details you'd like to share in the meantime, feel free to reply to this response.
  
  Kind regards,
  NAM Advancement Team

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot cancel this service. They offer no ability to stop software billing for a computer I haven't owned in ******************************************************************* I don't want their service or to ever be contacted by them in any way again.

  

  Business Response

  Date: 07/02/2025

  Hello there,
  
  Thank you for reaching out, and I sincerely apologize for the difficulty youve experienced in trying to contact us. We understand how frustrating that can be, and we truly appreciate your persistence and patience.
  
  Upon reviewing your account, I can confirm that you were able to successfully connect with our team recently and that the auto renewal for your subscription has been disabled.This means you will not be charged moving forward, and your subscription will expire at the end of the current billing period on Oct 21, 2025. 
  
  Thank you for your time, feel free to contact our member service and support team directly, by calling ***************, if theres anything else we can assist you with or if you have any further questions, please dont hesitate to let us know.
  
  Thank you again for being a Norton customer.
  
  Kind regards,
  NAM Advancement Team

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Norton has hijacked my system and made my ability to browse the internet less enjoyable. I used to have Norton on this device, but removed it last year, I used to get a 3 device license and was happy with that. , now for the same price, they only protect one device. They will protect a second device if you turn on auto renewal, but why would I pay $130 to renew a package I paid less than that for?Last week, I started getting pop *** that Norton had blocked content I trust. When I clicked on teh warning, it said, I had a free 30 day trial, but had to sign in to activate it. 1) you have no right or business restricting my content when I don't use your service. 2) if you want to give me a free trial, do that, but don't require a credit card or any information. You have the ability shut off a service on any date at any time. This is just a play to harass people into renewing a deactivated account. ********************** has basically been annoying for some time with these sleazy tactics, so now I am calling them out.

  

  Business Response

  Date: 07/02/2025

  Hello there,
  
  Thank you for sharing your feedback regarding your experience with our product.
  
  After reviewing the email address you provided, we were only able to locate a Norton Password Manager subscription associated with it.
  
  Its possible you may have another Norton or LifeLock account, perhaps with coverage for those 3 devices, linked to a different email address. To help us locate the correct account, could you please provide the email address associated with that subscription? If available, you may also include the order number related to your transaction.
  
  We appreciate your cooperation and look forward to resolving this promptly.
  
  Kind regards,
  NAM Advancement Team  

  Customer Answer

  Date: 07/02/2025

   I believe the email that is associated with my account is ************************ Again, so I am clear, the issue stems from your taking control of a device not associated with my account. It's unethical and inexcusable. You have no rights to assert control on a device not currently under subscription. 

  

  Business Response

  Date: 07/11/2025

  Hello there,
  
  Thank you for providing the additional account details.
  
  Upon reviewing your account, we can confirm that there is an active subscription associated with the email address you provided in your recent response.
  
  At this time, I was unable to locate any record of prior contact with our support team regarding your concern. For this reason, I strongly encourage you to reach out to our support team and allow us the opportunity to better understand the issue and work toward a resolution.
  
  It sounds like you may be looking to remove coverage from a specific device. If thats the case,our agents can assist with fully removing all Norton files from a particular device to ensure that no changes or influence are caused by our product files remain on that device.
  
  Thank you for your time, feel free to contact our member service and support team directly, by calling ***************. For any additional queries our support can be reached via the link below.
  ************************************************************************
  
  Kind regards,
  NAM Advancement Team  

  Customer Answer

  Date: 07/14/2025

   I was very clear in my complaint and nothing needed to be verified. These clowns activated coverage on a device I did not authorize and the reason I reached out to the BBB is because this needs to be documented. The fact that they now want me to call them when there is an active BBB claim shows how disconnected they are. I will forward these details to the media for review. 

   

  This is the definition of unethical, poor service.