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

  
• 

  Gen Digital Inc

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  
• 

  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  Gen Digital Inc

  4101 Yonge St Suite 501 North York, ON M2P 1N6

  
• 

  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:06/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Did not request Norton LifeLock and being charged for something I didnt ask for or want.

  

  Business Response

  Date: 07/02/2025

  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  

  Customer Answer

  Date: 07/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ***
  
   
  

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased Norton Antivirus with three subscription that include general antivirus, utilities, and antitrack guard.The package was not of my expectation as in the past and I cancelled all three subscriptions on 6.25.25 and requested a prorated refund based on my cancellation date. My plan was set to renew in October 2025.The representative that I talked with Nessa was more than willing to refuse a prorated refund or transfer me to the billing department; however; Nessa did cancel each subscription and confirmed with a case confirmation number.I'm in dispute because the product is to pricy, not performing up to my expectation, and offers to many subscriptions in an unethical matter vs just providing a package that works for the best interest of good business practice for the customer with one full suite like in the past. Norton spend more time on marketing up different packages, sending harassing buy up promotions, and I expected a software to do the job not see something new each time I run a scan.

  

  Business Response

  Date: 07/01/2025

  Hello there,
  
  Thank you for bringing your concern to our attention.
  
  In order to move forward appropriately, we will need to carefully review any prior interactions you've had with our support team. This will allow us to gain a full understanding of the situation before making any decisions or taking further action.
  
  We appreciate your patience as we conduct this review, and we will keep you updated on our progress. If you have any additional details or documentation that may help us in our investigation, please feel free to share them.
  
  Thank you again for reaching out. Were committed to resolving this matter as quickly and effectively as possible.

  Kind regards,
  NAM Advancement Team  

  Customer Answer

  Date: 07/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and I will consider this complaint resolved as long as I received an action or course of action from the company detailing the results of the investigation.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:06/25/2025

  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 received an email stating that my antivirus subscription was auto-renewed on 6/25/2025 (attached). There is language at the bottom of the email saying how to cancel the subscription. I did sign up for this service but neve received the email that reminded me of the autorenewal (might have gone to spam). But Norton has a clear 60 day money back guarantee policy for yearly subscriptions (see screen shot). The website has a customer support page where you can supposedly request this refund. I went through each menu (attached as screen shots) but once you get to the point where you can request a refund, it simply takes you back to the customer service home page, resulting in an endless loop so there is actually no customer service. I looked up several phone numbers and none of them worked. I resorted to contacting them via ******** messenger, in which someone actually did respond and after several very annoying attempts at getting me to keep the product, finally issued a refund (see attached). Norton needs to update their customer service website so you can actually get to an effective support page and needs a customer service phone number that actually works. They shouldn't be able to advertise a 60 day money back guarantee if you can't actually get the refund advertised using their own instructions for doing so.

  

  Business Response

  Date: 07/01/2025

  Hello there,
  
  Thank you for reaching out and sharing your concerns regarding your recent experience with our support team. Im sorry to hear that you had difficulty requesting a refund and truly appreciate your patience.
  
  After reviewing your account, I can confirm that your refund was successfully processed on the same day your subscription renewed. Our team took action promptly, and the refund should be reflected in your account in 5-7 business days, but it does depending on your financial institution's processing time.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out to our team again. We're here to help and ensure your experience is a positive one moving forward.
  
  Kind regards,
  NAM Advancement Team  

  Customer Answer

  Date: 07/01/2025

  It is true that the refund was ultimately issued. However, the process took over three hours and required me to contact your team via ******** Messenger, rather than through the chatbox function on your own websitecontrary to the instructions provided for refund requests.
  This experience highlights serious flaws in your customer service infrastructure. Nowhere on your site does it indicate that ******** is the appropriate or required method for customer support, nor should it be. In addition, I was unable to reach anyone through your website, your chatbox, or your phone line. This indicates a troubling lack of accessibility and a disregard for basic customer service standards.
  The issue here is not the refund itself, but the dysfunctional process required to obtain it. To resolve this, I expect your company to fix the website so that customers can request refunds through the channels you claim to support. Your phone line must also be operational. Deflecting from these broader problems by pointing to the outcome misses the point entirely. Im asking for a structural fix so future customers dont face the same obstacles I did.

  

  Business Response

  Date: 07/11/2025

  Hello there,
  
  Thank you again for your feedback.
  
  Regarding contacting us, there are several ways to reach our support team, however, although social media is one way of getting assistance, it is not the primary way of reaching **. You can connect with us via live chat on our website at ************************** by navigating to:
  Support >Customer Support > Contact Us.
  
  From there, youll have the option to chat with an agent, request a callback, or obtain a phone number to speak with us directly.
  
  These same options are also available when you're logged into your member portal. You can request support directly through your account as well. 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  

• Initial Complaint

  Date:06/24/2025

  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 purchased Norton ant-i virus last year. I cancelled the service a week after purchase through the un-line serves. Last month Norton charged my credit card, again, for the serve, that I had cancelled. I cannot make contact with them. I want the ****** to have Norton, stop the service, and refund My money; $179.98 ..

  

  Business Response

  Date: 06/30/2025

  Hello there,
  
  Thank you for contacting our team.
  
  We regret to hear that you have decided to discontinue your service. 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.
  
  Since your subscription renewed on May 18, 2025, we will proceed with canceling your subscription and initiating the refund process accordingly. Regarding the refund, you will receive additional refund details directly from Norton. If you have any questions or need further assistance, please feel free to contact us.
  
  Should you have any questions or need additional assistance, please dont hesitate to contact us by calling 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:06/23/2025

  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.

  On June 20 2025, Norton remove money from my bank account after I canceled my subscription a week prior. Norton also got my bank account flagged for fraudulent charges. Causing my bank card being frozing. With my bank card being froze, left me with no cash in pocket, meaning I have no money to buy fuel to go back and forth to work until my new card gets here. When I called their customer, no care number, that's what I got was "It's not our problem". They offered a refund of a ****** Dollars. But will not compensate me for the fraudulent charge against my card and for my suffering.

  

  Business Response

  Date: 06/27/2025

  Hello there,
  
  Thank you for reaching out and bringing this to our attention. We understand how frustrating and disruptive this experience has been for you.
  
  While we can confirm that a refund of $128.39 has been processed for the subscription charge, we do want to clarify that we are unable to flag or label any account as fraudulent,as this determination is made solely by your financial institution. Banks and card issuers have their own systems and criteria for detecting and handling suspicious activity, and we, unfortunately, do not have influence over their decisions or actions regarding flagged transactions.
  
  That said, we are sincerely sorry for the impact this situation has had on your daily life. While we're unable to offer compensation beyond the refund already issued, we value your feedback and are committed to improving the support experience. If theres anything further we can assist with regarding your Norton account, please let us know by reaching directly to our support team.
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 06/30/2025

  I disagree with your statement, Norton want in to my bank account and removed the money. Did you send me a bill telling me that if I would like to keep my subscription? NO... I will say that I get more junk mail from you. 

  Here is samething to think about, You took my money 30 days before my subscription ended. How about 10 days before it ends?

  Lets go back to my issue, Since Norton wants to do things to harm people accounts and ********************** does not believe in Consequences. I am sorry but I now have MAJOR CONSEQUENCES that I have to deal with the Thanks to Norton Freezing to Bank Card. I have no way to pay some of my bills that only take cards NOT bank account information. So what am I supposed to do, I have NO Credit so I don't have other Credit Cards to fall back on. My Electric bill is due and I can't pay them on my looks. 

  All you have to say is your SORRY. SORRY does not PAY my BILLS..... 

   

   

  

  Business Response

  Date: 07/09/2025

  Hello there,
  
  We apologize for the inconvenience this has caused you.
  
  Upon further reviewing your order, we noticed that you have now initiated a dispute with your bank, even though we had already approved and begun processing your refund. Since a chargeback has now been filed, this process will take precedence and may prevent the original online refund from being completed.
  
  When a chargeback is initiated, the disputed funds are temporarily withheld while the card issuer conducts an investigation. If the bank rules in your favor, the funds will be returned to you. If the ruling is in favor of the business, the funds will be released back to us. Please note that this process can be complex and may take some time to resolve.
  
  At this stage, we must wait for your financial institution to complete their investigation. If the funds are returned to us, we will gladly proceed with an offline refund.However, if the decision is in your favor, no further action will be required on your part.
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 07/10/2025

  Because of ya'll taking money out of my account, threw up a RED FLAG at my bank for fraud/scam. My bank contacted me and asked if I would authorize this charge, I said no. They told me that they would try to stop the transaction and if they could not stop it then I would have to dispute the charges with Norton. The ***** card company shut down my debit card because of Fraudulent Charges. I signed a one-year contract with Norton, NOT on Auto pay contract.
  
  I had to close down my BANK Account and reopen a NEW one because of this. I had to ask my daughter for money to get fuel in my truck, so I can get to the bank to get my bank account fixed. A parent should not have to ask their child for money, I was embarrassed to ask for money from my daughter.
  
  The week I had NO Money or Card in hand felt to me like the my life stopped and the world did not care Since I got my new card, I have had to reset up all my online accounts and pay penalties on some.
  
  I have lost all the trust I had in Norton. You will not get my new Banking information, so you can send me a refund check in the mail. 

• Initial Complaint

  Date:06/23/2025

  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 have tried on numerous occasions to contact Norton about changing the cell phone number on my account. I cannot reach a LIVE customer service representative to accomplish this. The instructions they have provide via a bot or their website instructions have not worked, and they refuse to correct this issue by connecting me with a live representative.

  

  Business Response

  Date: 06/27/2025

  Hello there,
  
  Thank you for contacting us, and I'm very sorry to hear about the difficulty you've experienced trying to update your cell phone number on your Norton account.
  
  Please 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.
  ************************************************************************
  
  Please note you are able to update any contact information via your member portal but wed be more than happy to guide you through the correct steps or assist in making the change our self
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:06/21/2025

  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.

  I simply want to cancel my account for service.

  

  Business Response

  Date: 06/26/2025

  Hello there,
  
  Im very sorry to hear about your experience and want to sincerely apologize for any inconvenience it may have caused. 
  
  We always strive to provide the best service possible. If theres anything we can do to make things right, please dont hesitate to reach out to our customer service team. Theyre available and ready to assist you. 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.
  *****************************************************************************;
  
  Thank you for bringing this to our attention, we value your feedback and appreciate your patience as we always work to improve our members experience. 
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:06/19/2025

  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.

  I have a subscription for software protection with a company cld Norton Lifelock, for my passwords protection. Issues: 1) I loss access to all my Norton Passwords; 2) Their explanation is to loose all my passwords to all my Vendors, including Banks, Health care,Investment companies, Insurance companies and many more. They put you on hold, hang up on you, claim they (a ****** cannot hear you in the middle of a conversation and hang up! Terribl English but they said I can request their American counter part... I did! That is another story: 24 hr. response. They cld while I was sleep...left no cl. ***. Number to directly cl them back. Originally Norton person said I had to lose all my passwords and start over. That is of course unacceptable. The issues are to severe to describe in writing! I need someone to call me, if possible at: *********** or my wife at ************. Thsnk you in advance. P.S. I do not understand why their is no govt. Oversight for this company.

  

  Business Response

  Date: 06/25/2025

  Hello there,
  
  Thank you for reaching out to our team regarding this concern.
  
  To manage Norton Password Manager you need to setup a vault password. Please remember that your vault password is different from your Norton account password. Please note you cannot reset your vault password if you do not have the Norton Password Manager app on a mobile device with Biometric or Face ID enabled.
  
  Unfortunately, we are unable to reset the password for security reasons as well.
  
  Please review the following link for additional help.
  ************************************************************************************
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 06/25/2025

  There was a Supervisor who came on the line who had a back door access to reset the password to access and reset the password! But while talking to him suddenly he started saying he. Could not hear my wife and I and hung up the phone and did not call me or my wife who was on the phone with me-back!  Keep in mind I cannot retrieve vital banking and Brokerage accts.! When we called back to speak to speak to the Supervisor the, the person who answered the phone said they can not send us back to that same supervisor! Even when I asked to speak to an American who spoke better English, that has not happened., I received a call After midnight when we were sleep! I received nop call back name out number in my voice mail. So I called back to start the process all over again and this time I was sent to the ******************! cld Norton back to start the call all over to: An American and gave them both my number and my wifes number! Never received a call back!. 

  By the way, I was given a name of Royo as the SupervisorProbably a phony name Who told both me and my wife-we were on a speaker call-that he could fix the problem! But you cannot call and ask for a particular supervisor; if in fact he-was a supervisor!!

  

  Business Response

  Date: 07/09/2025

  Hello there,
  
  Weve conducted a more thorough investigation into your case and confirmed that you reached out to our support team for assistance. Our records show that the team guided you through the available steps for recovering your vault password. These steps included using the password hint feature, attempting access via the mobile app,and trying the recovery keys. Unfortunately, none of these options were successful.
  
  As a final measure,we can offer a vault reset; however, please note that this will result in the permanent loss of all data stored in the vault.
  
  For security reasons, we are unable to reset the password itself. Due to the sensitive nature of this issue, resetting the entire vault is the only available solution at this point.
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 lost count how many times Ive followed the steps to unsubscribe from the emails I receive from Norton *********************************************************** Ive also tried using the chat on your page. Even when I reach a human, I can tell they struggle with English. Please remove my email address ******************* from your system. Please also remove my phone number *************).

  

  Business Response

  Date: 06/23/2025

  Hello there,

  Thank you for taking the time to share your feedback with us. Were truly sorry to hear about your experience.
  
  After reviewing our system, we were unable to locate a subscription associated with the email address you provided. However, we did find your previous conversation with our support team, in which you requested that your account be deleted.
  
  We will also follow up with our internal teams to ensure that your information is removed from all marketing communications.
  
  If you have any further questions or concerns, please dont hesitate to contact our support team at ****************. Were here to help.

  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 06/26/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 doesn't make it possible to unsubscribe from it's service. the unsubscribe process runs you around in circles. It never lets you get to the part to unsubscribe. When you click on the contact us part it does the same thing. It never takes you to a place where you can unsubscribe. I contacted pay pal where the payment wet threw. They won't help. I would like to recover my money. I also don't want anyone else to go threw this issue with Avast.

  

  Business Response

  Date: 06/18/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us. Were sincerely sorry to hear about your experience.
  
  We appreciate you bringing this matter to our attention and are committed to addressing it thoroughly. Our team will carefully review your request, and well be in touch with updates and next steps as soon as possible.
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 06/18/2025

  I am partly satisfied with the response from the business. The part I am not happy about is they auto renewed a subscription that I don't want and don't use. To satisfy my request. I would like to be refunded the full amount of $84.39. I would also like them to be sure that my account won't auto renew again. Also that my account is closed.  

  

  Business Response

  Date: 07/03/2025

  Hello there,
  
  Thank you for your feedback, and we appreciate you taking the time to share your concerns.
  
  Im sorry to hear about the inconvenience caused by the auto-renewal of your subscription. I completely understand how frustrating that can be, especially for a service you no longer use.
  
  Please let us know if theres anything else we can assist you with. We appreciate your past support and hope we can serve you better in the future.
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 07/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *****