Business Profile

Identity Theft Protection

Gen Digital Inc

Headquarters

Complaints

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

Customer Complaints Summary

1,123 total complaints in the last 3 years.
307 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/11/2025
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 a notice that my subscription for ******** was about to expire. I did not OK a payment. However, I see that they charged my bank account on 6/10/2025 for $29.95. CCleaner is an app that helps you cleanup unwanted items on your computer. I have been using the free version. I do not wish for a professional version and did not OK a payment. I tried using their website to contact their support team, but no email or phone number is actually available. When trying to find a way to contact them, I found a series of circular shifts to different cite locations, but never anyone who I could actually communicate with. I filled out an email request for my ID. When the email came it says "do not respond to email". I spent a lot of time trying to nullify this payment but can find no route either on the *** or their website so I am very disappointed.
Business Response
Date: 06/18/2025
Hello team,

Thank you for reaching out to our team regarding your recent renewal charge.

Our team is currently reviewing the details, and we will be coordinating with the relevant department to review your request. All communication regarding the status and outcome of your request will be handled directly through us.

We appreciate your patience and will keep you updated. If you have any additional information to share in the meantime, feel free to reply to this response.

Kind regards,
NAM Advancement Agent
Initial Complaint
Date:06/10/2025
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.
Norton has been charging a CC of ours for years annual subscription for a subscription they cannot even prove to us is valid. We have never signed up for a subscription ourselves and have told them we have no way of providing an email address for an account we didnt open (DUH) but they insist the only way to locate the charges on our CC are to have an active email address - its a circle of nonsense. We disputed the charge but as it is recurring and there are features now that allow recurring billing to follow a **** account even if the card number is replaced, we were forced to completely close our credit card account to prevent further charges. Our ********** could not guarantee that Norton would not be allowed to continue charging the account. This is a nightmare and its ridiculous that Norton has no way to track what they are charging to people's cards.
Business Response
Date: 06/16/2025
Hello there,

Thank you for taking the time to share your feedback with us. We're genuinely sorry to hear about your experience.

As a subscription-based service, our support agents typically ask for the email address associated with the account, as it's a straightforward and non-intrusive way to locate your information.

That said, there are other ways we can try to locate your account. If you've been charged by Norton,you should have received an order confirmation email that includes your order ID. This number typically begins with AP or NP followed by ******************************************* so we can conduct a thorough search.

At this time, we havent been able to locate any subscriptions using the details provided to the BBB. However, were more than happy to look into this further as soon as we receive additional account information.

Kind regards,
NAM Advancement Agent
Initial Complaint
Date:06/10/2025
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 bought the Roku stream bar on may 29/2025 ******************************************* X Confirm your email address Lets make sure this is the right email address for you. Please enter this verification code to continue using X: ****** Verification codes expire after two hours. Thanks,Activate ***** Mobile instantly Simplify your life with quick activation. Bring your own device and keep your *********** now There Is Such a Thing as an Affordable Lawyer Well handle all the legal issues. ********** ************************************************ ********************************************************** X
Business Response
Date: 06/13/2025
Hello there,

Thank you for taking the time to share your feedback with us.

We appreciate you bringing this issue to our attention. At this time, we are unsure what your inquiry or concern is but we are more than happy to investigate you concern further. Could you please provide more information or the email associated with your Norton or LifeLock account, or if possible, the order numbers linked to the transaction?

Kind regards,
NAM Advancement Agent
Initial Complaint
Date:06/09/2025
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.
After receiving an EMAIL about renewing an AVAST product, I checked my account and realized I had been charged twice for the same product (AVAST cleanup premium) When I called the company to request a refund I was transferred from on person to another and consequently told there was nothing they could do. I was told that someone might contact by EMAIL (no time frame given) and to keep checking. I called back two days later and was stonewalled again. Here is a copy of the orders in question Order history Order ID:#************ Included subscriptions:Avast Cleanup Premium Purchased:September 23, 2024 Payment method:**** 8660 (Expires 5/2028)Total:71.76 USD (including tax)Manage order Order ID:#************* Included subscriptions:Avast Cleanup Premium Purchased:August 11, 2024 Payment method:**** 8660 (Expires 5/2028)Total:50.23 USD (including tax)Manage order
Business Response
Date: 06/12/2025
Dear ******,
Im reaching out regarding your BBB complaint ID#: ********. My name is *****, and Im with the AVG Escalation Team. Ive reviewed your concerns and want to ensure this is properly resolved.

You reported being charged twice for Avast Cleanup Premium: once on August 11, 2024 (Order #ADP1543811707) and again on September 23, 2024 (Order #************). Ive verified both transactions in our system, and I completely understand how frustrating this situation must have been, especially after being transferred multiple times and not receiving a timely resolution.

Additionally, I noticed earlier communication from last year related to a refund request, which makes the repeated inconvenience even more disappointing.
To resolve this:

Ive immediately processed a refund for order #ADP1543811707, totaling $50.23 USD. This will return to the same payment method used.
Regarding order #************, it was handled by our former payment provider, Digital River, and due to system limitations, we can no longer issue refunds to the original payment method.

However, I can offer you two options:

Refund via mailed check I can arrange a physical check if you confirm your postal address.
Compensation via service extension Ill add 1 extra year of Avast Cleanup Premium to this subscription, extending it to October 28, 2025 as a goodwill gesture.

Please let me know which option youd prefer, and Ill take care of it promptly.

Thank you again for your patience, and I truly regret the inconvenience caused.

Best regards,
*****
AVG Escalation Team
Initial Complaint
Date:06/08/2025
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 am a paying Norton customer. My active subscription is currently linked to [Email A], but I want it linked to [Email B], which is the email I plan to use for all future access.However, when I tried switching the account to Email B, I was told an old Norton account already exists under that address. Unfortunately, I cannot access the Email B account because it is locked behind two-factor authentication (2FA) tied to an authenticator app account that no longer exists on my device.I attempted to resolve this with Norton a few times in the past year. I provided context, attempted to use backup codes (which did not work), and requested alternative verification methods. Norton refuses to help unless I provide backup codes, completely ignoring standard industry practices that allow identity verification through secure alternatives like:Email confirmation Proof of billing Government-issued ID Payment history Their refusal to offer any alternative pathway is unreasonable for a cybersecurity company, especially given that I am the verified paying user and can provide proof of ownership. Ive asked for escalation multiple times, even to a supervisor, and was repeatedly told the same rigid answer: backup codes or nothing.This inflexible policy has effectively locked me out of using my preferred email and left my account fragmented. I'm filing this complaint to:Seek reasonable assistance in regaining access to my account under Email B;Document Nortons poor customer service and rigid policies; and Warn others about their unwillingness to support paying customers in common 2FA recovery situations.
Business Response
Date: 06/13/2025
Hello there,

Thank you for reaching out to our team regarding your request to disable two-factor authentication (2FA) on your account.

Two-factor authentication is an important security feature that provides an added layer of protection. During setup, users can choose from multiple options such as a mobile authenticator app, a security key, or a mobile phone number.Additionally, a set of backup codes is provided to ensure account access in case the primary method becomes unavailable. If you currently have an active account and decide to enable 2FA, please keep note of the backup codes to prevent a situation like this.

Unfortunately, once 2FA is enabled, we are unable to make changes to or disable this security setting. We understand this may be inconvenient, and we sincerely apologize for any frustration this may cause. However, this policy is in place to maintain the highest standards of security and privacy for all of our users.

We appreciate your understanding, if you have any additional questions, 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.
************************************************************************

Kind regards,
NAM Advancement Agent
Initial Complaint
Date:06/05/2025
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.
In Feb 2025 I re-order norton lifelock virus/malware protection on my laptop. In May 2025 my computer crashed requiring Geek Squad at Best Buy to repair via re-configure and remove 11 viruses and 5 malwares costing $200 .00. When I reached out to Norton I was told that regardless I could not reach them via my computer due to its inoperation nor my flip phone without internet access I allowed Geeks to repair. It was a moot point anyway since I had no idea why my computer crashed until repairs were complete. The Geek Squad later provided me with a legitimate phone number for Norton. The ones I accessed via the internet were offshore scams. I was told I was not entitled to a refund for their failure to detect the viruses or malware and I was required they do the repairs for which I had no idea the cause until informed AFTER repairs made by the Geeks. However, as a "courtesy" they might be willing to refund 20% of the $69.00 paid in Feb 2025 but ONLY if I continued with their service including autopay in Mar 2026 when my current membership would end. This company is a bigger scam than the ones they claim their product prevents!
Business Response
Date: 06/11/2025
Hello team,

Thank you for taking the time to share your feedback. I'm truly sorry to hear about your experience and appreciate you bringing it to our attention.

After reviewing your account and the case notes from your recent contact with our support team, we understand how frustrating it must be to have your refund request denied.

After reviewing your account it was determined that your refund request for charges made on Feb *******, falls outside of the refund policy., and this was the reason your refund requested had been denied. Under our 60-day Money Back Guarantee, the purchase of an annual subscription is eligible for a full refund, if requested within 60-days of the date of purchase.

That said, our team is willing to make an exception after hearing about the trouble you have gone through. As a gesture of goodwill, were happy to offer a refund for your most recent renewal in the amount of $64.94. If you would like to accept this offer, please confirm in your next reply. Once we receive your approval, our team will promptly process the refund.

Thank you again for your understanding, and we look forward to your response.

Kind regards,
NAM Advancement Agent
Customer Answer
Date: 06/11/2025

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:06/05/2025
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.
This company runs a scam supposed PC cleaner and charges you relentlessly even if you don't use their product. My Dad passed away a year ago and he was incapacitated since 2020 they charged his credit card annually for 5 years and he hadn't logged in or used his PC in 5 years. I recommend avoiding doing business with this company as they appear to be fraudulent. They know who is and isn't using their product. 5 years of never even opening his PC and they continue to bill him. I filed a dispute to get the charges reversed.
Business Response
Date: 06/11/2025
Hello there

Thank you for reaching out and sharing your concerns. First and foremost, please accept our sincere condolences on the passing of your father. We understand that this has likely been a very difficult time, and we appreciate you bringing this matter to our attention.

We want to be fully transparent as we serve millions of customers worldwide, and as a result, we do not have visibility into individual user activity or whether a product is actively being used on a specific device. Our systems are not designed to track user behavior in that way, both for privacy reasons and due to the sheer scale of our customer base.

In reviewing our records, we found no indication that we were ever contacted regarding a cancellation or account closure related to the email address you have provided to the BBB. As our subscriptions are auto-renewing by default, they continue until we receive a cancellation request from the account holder or the auto renewal is turned off through the member portal.

That said, we are more than willing to assist you in any way we can. If this has not already been done, to stop the subscription from automatically renewing, please sign in to the account, and visit the My Subscriptions tab, then click Cancel Subscription Renewal or Manage Renewal next to the subscription they want to cancel the renewal for and confirm cancellation.

if you have any additional questions, 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.
************************************************************************
Kind regards,
NAM Advancement Agent
Initial Complaint
Date:06/04/2025
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 purchased a year of AVG to use on my work from home computer. I specifically purchased a year so that there would be no reoccuring charges on my credit card and used ****** to avoid giving my cc number. The AVG software did not work well. It made me look like a scammer with the **** I turned that off. However i still could not get access to some sites with the software installed. I tried to uninstall it due to it blocking me, the constant pop **** I am unable to completely install it even after several attempts. I still get pop **** An email went to my spam folder about a subscription renewal. I did not get it and did not see the charge until I looked at my CC statement. I tried to go into ****** and dispute it. There is no contact info for the company: no phone number, no address, no email address! just a do not ***ly email. ****** closed my dispute without a refund or an email to as to why. I tried again to go through AVG through their software i cannot delete. Its says I can only cancel a subscription through chat. I believe there is a new law that says subscriptions must be able to be cancelled in the same way the product was ordered, so this is not leagal to require a chat; i never ordered a subscription and certainly did not chat with anyone about it. i went into chat and tried to cancel. gave the order number when asked, my email etc. the *** kept saying i need to check 2-3 minutes and never cancelled the subscription. i called ****** and filed a new dispute. I also called my credit card company to dispute the $139.99 charge which is at least twice the amount i paid for the initial year of product, to my recollection.i want a refund. i want never to be charged again. i want to be able to delete this software from my computer and they need to be complaint in the cancellation process.
Business Response
Date: 06/10/2025
Hello there,

Thank you for taking the time to share your feedback. I'm very sorry to hear about your experience and truly appreciate you bringing it to our attention.

We will be reviewing your refund request with the relevant team for approval.

As a reminder when a chargeback is filed, the disputed funds are temporarily withheld from the business while the card issuer conducts an investigation. If the bank rules in your favor, the funds are returned to you. If the decision is in favor of the business, the funds are released back to us. Unfortunately, this process can be complex and may take some time to resolve.

We understand how frustrating this can be and apologize for any inconvenience it has caused. Based on your complaint it sounds like the funds may have been released back to us. If this is the case, we should then be able to process refund.

Kind regards,
NAM Advancement Agent
Initial Complaint
Date:06/02/2025
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 do not have any service rendered to me by Norton.I cancelled three years ago and they keep charging my credit card since then.I call them but they disconnect the call during conversation and I have sent emails each year asking to remove me and refund my payment from their auto pay as I do not receive any services from them.This is a charge without any product being delivered to me for I have no need or desire for their service.On May 28 2025 and 2024 they charged me and I contacted them immediately with email and phone call but do not get a response.
Business Response
Date: 06/06/2025
Hello there,

Thank you for taking the time to share your feedback. I'm sorry to hear about your experience and truly appreciate you bringing it to our attention.

After reviewing your case further, we found that your most recent renewal was marked as a chargeback following a dispute you initiated with your bank.

When a chargeback is filed, the disputed funds are temporarily withheld from the business while the card issuer conducts an investigation. If the bank rules in your favor, the funds are returned to you. If the decision is in favor of the business, the funds are released back to us. Unfortunately, this process can be complex and may take some time to resolve.

We understand how frustrating this can be and apologize for any inconvenience it has caused. As a precaution and to avoid any future charges, we have gone ahead and disabled your auto-renewal.

At this time, we must wait for your financial institution to complete their investigation. If the decision results in the funds being returned to us, we will be happy to proceed with a refund. If the ruling is in your favor, no further action will be necessary on your end.

Thank you again for reaching out, and please don't hesitate 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 Agent
Initial Complaint
Date:05/31/2025
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.
for the last 2 months april and may of 2025 i have received a bill for their services which i have not ordered i do not have a personal computer, wifi cell phone, and internet at my home it is not available for my area yet so there is no way i made a mistake in ordering info from them i would have no need for their info i called their service number and spoke with a woman who said to cancel their service i had to go to ****** play open that app and she would talk me thru the process i did not do this as i did not feel comfortable i notified my bank who told me not to pursue this as it most likely was a scam
Business Response
Date: 06/04/2025
Hi There,

Thank you for contacting our team.

The bill you received is likely a phishing attempt in no way affiliated with Norton or LifeLock. It is highly unlikely there is any charge on your account associated with this, however we would recommend following up with your financial institution for peace of mind. Review if there was a charge in the amount of $679.00.

This could be a scenario where a scammer or scammers are impersonating Norton through fake emails or invoices designed to trick consumers and steal their money and personal information. Please do not respond, download attachments, or click on any links in the email. Bellow I have attached some useful links to help you determine a scam email from a legitimate email from Norton LifeLock.

You can verify the legitimacy of correspondence sent from NortonLifeLock here: ************************************************************************************

More information about the fraudulent use of the NortonLifeLock brand can be found here: **********************************************************************************************

Should you receive any further scam emails, you can report them to us via the details located here: *************************************************************************************

Hope this finds you well, if you have any questions, 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.
************************************************************************

Kind regards,
NAM Advancement Agent
Customer Answer
Date: 06/06/2025

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,

******* ******

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