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

  
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  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  AVG Technologies USA, Inc

  149 Bluxome St San Francisco, CA 94107-1507

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  AVG Technologies USA, Inc

  2100 Powell St Fl 147 Emeryville, CA 94608-1826

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  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:05/30/2025

  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 am a victim of identity theft, which began on May 18, 2025. As a result, I lost access to my email and phone number. Before regaining control on May 23, 2025, I reached out to LifeLock via chat to ask whether purchasing their service would allow them to assist me. I explained that I was waiting for my phone number to be restored and for a credit card to arrive in the mail so I could complete the purchase.Once I was able to, I purchased LifeLock from Best Buy for an annual rate. While navigating their services, I decided to purchase an additional package to help restore my identity. However, when I contacted LifeLock for assistance, they refused to helpclaiming that since the identity theft occurred after my initial purchase, I was ineligible for their support under the upgraded package. Had I been informed of this limitation during the chat, I never would have purchased the extra coverage.I subsequently contacted LifeLock requesting a refund for the upgrade, but they refused. Given the circumstances, I believe I am entitled to a refund for the additional package and am requesting that LifeLock honor this request.

  

  Business Response

  Date: 06/05/2025

  Hello there,
  
  Thank you for reaching out to us, and were sorry to hear about your recent experience.
  
  Were happy to assist you with this matter. I understand that you've already contacted our support team regarding a refund, and they explained that a refund cannot be processed while still keeping your previous subscription.
  
  That said, our team can absolutely help issue a full refund; however, it would require us to completely cancel your existing subscription. If youd still like to maintain coverage, we can either initiate a new enrollment after the cancellation, or you can repurchase your preferred plan through one of our third-party retail partners.
  
  Please let us know how youd like to proceed, and Ill be glad to initiate the cancellation and refund if thats the route you choose.
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:05/28/2025

  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 had Norton 360 for 15 years. Since 11/24, I have had my case escalated but still no correction. My backup is not working and I am getting red security alerts.I have we spoken to a dozen CSs and to an escalation person dozens of times. My computer has been remoted at least 6 times. No fix. The product is not working and there is no way to speak to a manager to try to get help. And yesterday they just billed me e for another year of service. There does not appear to be a way to talk to management or an engineer. In fact numerous Norton CSs have actually laughed when I explained my is issues, stating they do not know what they would do in my position ...there only response is to escalate the case which was done 6 months ago.

  

  Business Response

  Date: 05/30/2025

  Hello there,
  
  Thank you for reaching out and bringing this matter to our attention.
  
  We understand how frustrating this ongoing issue has been, especially given the multiple attempts to resolve your cloud backup concerns. After reviewing your case, we can confirm that, as you mentioned, it remains open and has been escalated both to our Escalations team and our Engineering team for further investigation.
  
  We also see that youve been in communication with your assigned Escalations agent, who has shared the relevant details with Engineering for continued review.
  
  Please know that we will inform the appropriate teams of your recent contact with the BBB, as we recognize that a resolution has yet to be achieved. We sincerely apologize for the delay and appreciate your continued patience as we work toward a solution.
  
  If you have any further questions or updates to share, please dont hesitate to reach out.
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 05/30/2025

  It all sounds good BUT Norton has been telling me the EXACT same thing since 11/24 when the case was initiated with their escalation team.  I have spoken to the escalation team at least 5 times and at least 10 other tech support staff - including 2 supervisors (under a  different C# prior 11/24) at least a dozen other times.  They are always "sorry" but nothing happens to resolve my issue.  And Norton just charged me for another year of service that does not work and hasn't got the last 6+ months.  I want to speak to an American based Manager/Engineer as I have been told repeatedly that they are the only ones that can solve the issue. My computer has been remote controlled by Norton over a dozen times.  Most of the 'off shore' customer service techs seem to know less about the Update Norton released that they admit caused the issues. Someone at Norton minimally owes me an apology and a prompt fix to the software.  "Sorry" does not cut it for a supposed technology leader. I want a action.  Admittedly, an Engineer is to be on the next remote session on 6/2 but will not be able to speak to me directly, only through the escalation team member, ***** (who has been GREAT to work with despite Engineers not being able to solve my lack of back up and security issues from the screen shots sent to them).  I am hopeful for 6/2 BUT I have heard this before many times!

   

  

  Business Response

  Date: 06/09/2025

  Hello there,
  
  We apologize for the delay in getting this issue resolved.
  
  Thank you for your patience as we continue to investigate the issue you've reported. At this time,our technical team does not yet have a definitive fix available. However, we want to assure you that we are actively working on it and anticipate that the upcoming update will address several bugs present in the current version.
  
  We understand how frustrating this may be, and we truly appreciate your understanding while we work toward a resolution. Well be sure to keep you informed as soon as the update becomes available or if we receive any new information in the meantime.

  Thank you,

  NAM Advancement Team 

• Initial Complaint

  Date:05/22/2025

  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 signed up for Norton computer protection and was given no other option but to auto renew my subscription. I cant get any help from them by phone or by website. I need to cancel my subscription ****. They are a scary company. They dont provide any way to get in touch with them. Please help.

  

  Business Response

  Date: 05/28/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After further review, we can confirm that your account has been cancelled and refunds were issued back to your card. At this time, there is no further action to be taken on our end. If you have any questions, please contact us at *************.
  
  Thank you,
  The Norton and LifeLock Advancement Team

  Customer Answer

  Date: 05/28/2025

  Norton did refund but they made it very difficult to navigate through their website to get help or to cancel.  The only way I was able to get a phone number was when i finally found my way to cancel, then a number popped up after I selected cancel.  Very controlled website.  Much time wasted.  I would not have anything to do with a company like this.  Thank you BBB for making a way for me to be heard.  Case Closed.  ******** *****

  

  Business Response

  Date: 06/05/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us. We truly appreciate hearing from our members, as it helps us improve our products and services.
  
  Your input is valuable, and we're grateful for the opportunity to better understand your experience. If there's anything else you'd like to share or if you have further questions or concerns, please dont hesitate to reach outwere here to help.
  
  Thanks again for being a valued part of our community.
  
  Thank you,
  The Norton and LifeLock Advancement Team

• Initial Complaint

  Date:05/22/2025

  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 had Avast security for a very long time. Recently I keep getting notifications from Avast security, owned by Norton and *** that indicate that I have suspicious activity detected on their ransomeware shield product. I worked with three representatives and was told that they could see that 100 files, including a lot of JPEGs were uploaded to the Applications folder. However, Avast said they don't know how to fix it and said I needed to contact ***** as I have a MAC. I have spent at least 10 hours or more on this because Avast cannot secure my MAC or understand how to fix a security issue, which is their main product they sell. I have been up to *****'s 3rd level of support, taken my MAC into Apple Store and I've re-installed the ** and used Time Machine to try and stop the notifications saying my MAC is infected. The last contact with Avast just stated they will send me an email, and then nothing at all from them. They are not taking this seriously and don't seem to even understand internet security if they say they don't know how to fix an issue their own ransomeware shield is indicating I have. How can Norton, *** or Avast say they are protection for MAC users and then not know how to address an issue they say I have. I'm still getting the notifications often and yet no one at Avast knows what to do and no one from their leadership has emailed me as they stated they would do. Are they waiting until I lose important data, photos, files or even have a financial issue using my MAC to do banking as they said a mallows file has invected my MAC?

  

  Business Response

  Date: 05/28/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We have reached out to the relevant team for further investigation and they will reach out to you for further assistance. We apologize for any inconveniences this has caused.
  
  Thank you,
  The Norton and LifeLock Advancement Team

  Customer Answer

  Date: 05/28/2025

  I was told the same thing some time ago and they never respond.  If I truly have the issue their software says I have, I would have lost everything in my checking account as they claim the infected file is trying to access financial files on my Mac.  They said they escalated it to leadership a very long time ago and then nothing at all from them.  What good is software that tells you that you have a virus if Norton has no idea how to fix it?  How can they be selling a product that seems to find a virus and they tell you, "we can see it, but you'll have to figure it out on your own to fix it because we have no idea what to do"?  I cannot tell you how disappointing it is to keep hearing from corporations that they want your money, but they seem to hide when they have to provide the services they sell.  This is not only a disgrace, but it demonstrates their lack of even caring about customers they have told they have a serious issue and they don't see it as urgent.  How many days, weeks or months will it take, if they ever do, to address this?  This response from them is no change from what I have already been told before and then the do nothing at all.  The need to address it today and they will not...

  

  Business Response

  Date: 05/31/2025

  Dear ***,

  Thank you for reaching out and sharing your concerns. We understand how frustrating and concerning this experience has been, and we sincerely apologize for the inconvenience and distress it has caused you.
  Please be assured that your case has been escalated to our Senior Technical Team under Case ID ********. They are currently reviewing all relevant details and will be reaching out to you directly as soon as possible to provide further assistance and resolution.

  We strongly encourage you to monitor your inbox, including your spam or junk folders, for any emails from our team. We are treating this matter with urgency and are committed to helping you resolve the issue.
  Your patience is greatly appreciated, and we will do everything we can to support you through this.
  

  Sincerely,

  Avast Escalation Team

  Customer Answer

  Date: 06/02/2025

  Between myself and Apple Techs, we spent endless hours for the past weeks, because Avast just said you have a major security issue and we don't know how to fix it.  This should have been escalated at the beginning as the issue Avast claimed I had was on files that were financial / bank related.  But instead, Avast said go get help from *****, we have no clue what to do.  This is about Avast wanting to save money to fix their issue.  Just today, after weeks of ignoring this issue, a tech sent a message saying it was a false positive error from Avast.  This was not only a horrendous issue it was extremely time consuming over weeks.  The stress from believing the notifications I kept getting from Avast was enough for me to believe I needed to just buy a new computer.  This was not only a non urgent event for Avast, they just didn't care.  If they are in the business of keeping customers safe from security issues on their computers, every Avast customer is at risk if they have **********************.  I felt like they left me with lower level untrained employees and refused to escalate it to anyone with knowledge.   Telling a customer they need to contact the manufacture for a security issue Avast was paid to protect me from, was not only a horrible business decision, but should put them on a risk warning for their lack of knowledge for their core and only job.  If the executives at Avast / Norton do not understand the seriousness of what happened and the lack of anyone caring, they should be banned from being in this type of business.    

• Initial Complaint

  Date:05/21/2025

  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 received an email on May 20, 2025 from Norton Antivirus with the seller listed as Gen Digital Inc., *************************************************. Taxpayer ID **********. The email said that I "successfully renewed" my subscription to Norton Antivirus. I have not had Norton Antivirus in over 2 years. I have not even been on my home computer for probably 6 months or more. I did not renew Norton Antivirus with anyone, and I am not set up for automatic renewals. I triple checked that auto-renewal was turned off 2 years ago. My bank statement is showing a charge of $112.46 on my account. I just thought, OK, no big deal. I will call them and get this straightened out. When I called and asked for a refund, I was told that there was no way I was getting one and the representative hung up on me. I called back 5 times and each time I asked for a refund, I was hung up on. I've now had to cancel my debit card due to this unauthorized charge on my account. I am filing a complaint with my bank. Something needs to be done about this company taking money from people's accounts without permission. If they were a reputable company, they would not have hung up on me 5 times when I asked for a refund. One of the representatives even told me "Go ahead and file a complaint. There is nothing you can do to us. You're still not getting a refund" before he hung up on me.

  

  Business Response

  Date: 05/23/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After further review, we will be able to refund you for the recent charge back to the card on file. We will also ensure the autorenewal is disabled to prevent any future charges, and we will ensure the account/subscription is cancelled. You will receive an email as confirmation the refund has been submitted with refund details included.
  
  Thank you,
  The Norton and LifeLock Escalations Team 

  Customer Answer

  Date: 05/23/2025

  The account they took the money from was closed yesterday due to this. The refund will have to be issued another way because I will not give them my new account information. 

  

  Business Response

  Date: 05/30/2025

  Hello there,
  
  Our records indicate that the online refund was successfully processed. Although you mentioned that the account was closed, the refund was initiated prior to the account's closure.
  
  The funds were processed on May 23, 2025, and typically take 57 business days to appear in your account. We kindly ask that you allow this time frame to pass.
  
  If the funds have not been received after this period, we recommend first contacting your financial institution for further details. Should they confirm that the refund has not been received, please reach out to our *************** and Support Team directly for further assistance by calling *************** and reference case number 93010741. 
  
  Kind regards,
  The Norton and LifeLock Escalations Team 

  Customer Answer

  Date: 06/02/2025

  
  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:05/20/2025

  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.

  We had Norton but we called Norton to not to renew our subscription.They still charged us ****** for Norton 360 Deluxe in April 07. I've been calling them since then to cancel subscription & refund my money. Everytime I call them, they assure me that they will refund my money ASAP. I'm yet to receive my money back.They have to send me at check because I'm sick & tired of calling them again and again.

  

  Business Response

  Date: 05/23/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After further review, we attempted to issue your refund back to the card on file, but it was not successful. Our next option is to issue you your refund via check. We have sent you an email for you to respond to and confirm a valid mailing address for you to receive your refund check. Please respond to the email so that we can submit and issue your refund via check.
  
  Thank you,
  The Norton and LifeLock Escalations Team 

• Initial Complaint

  Date:05/18/2025

  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 revived a automatic payment from ****** for a service I never signed up for and never used

  

  Business Response

  Date: 05/20/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us. Were truly sorry to hear about your experience.
  
  We appreciate you bringing this issue to our attention. At this time, we are unable to locate any subscriptions based on the information provided to the BBB. However, we are more than happy to investigate this matter further. Could you please provide the email associated with your Norton or LifeLock account, or if possible,could you please share the order id with me? if you have been charged from Norton then you must have received an order confirmation email with order id in it. Order id starts with AP or NP followed by 10 digits.
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:05/16/2025

  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.

  DO NOT TRUST NORTON!!!! Norton lifelock. Given a year of free service. Auto renewal with NO advanced notice. Cant cancel on line. Have to call a number that goes to a house of Africans that slowly talk their way into my bank account. Thank GOD after 3 hours I said enough and hung up and called my bank before they could steal every ***** I had. ****** ****** #**** and ****** ****** #**** ************** just about broke this old granny. They lied to me about transactions, money and even told me it was my fault! I hope you both rot in Helll! Im still having chest pains now. The only resolution I want is to have my membership cancelled so that it NEVER auto renews again and to be refunded the ****** they charged me. Which is what I called about in the 1st place. SHAME ON YOU FOR TAKING SUCH ADVANTAGE OF SENIOR CITIZENS

  

  Business Response

  Date: 05/20/2025

  Hello there,
  
  Thank you for reaching out to our team.
  
  It appears this may be a case of scammers impersonating Norton in an attempt to deceive consumers and obtain personal or financial information. Please note that Norton would never charge a fee to cancel a subscription. While it was unlikely that any legitimate charges were made on your account prior to your phone call, we strongly recommend contacting your financial institution to ensure your information is secure and review if there is any additional steps you can do to protect your accounts.
  
  Additionally, the email address provided to the Better Business Bureau does not match any accounts in our system. If you have been charged by Norton, you should have received an order confirmation email that includes an order ID. This ID typically begins with "AP" or "NP" followed by 10 digits and no special characters. The order number you provided looks to be close to a legitimate order but if you can review it and view if you provided the correct number. Could you please share that order ID with us so we can further investigate?
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:05/14/2025

  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 cancelled my subscription but continues to charge my credit card without authorization

  

  Business Response

  Date: 05/16/2025

  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.
  
  Since your subscription renewed on  Apr 03, 2025, we will be happy to proceed with canceling your subscription and initiating the refund process accordingly.
  
  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.
  ************************************************************************
  
  Thank you,
  NAM Advancement Agent

• Initial Complaint

  Date:05/11/2025

  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.

  Today May 11th Avast billed me for a service I had cancelled and unsubscribed from a year ago! Their website is designed to make it difficult to unsubscribe.

  

  Business Response

  Date: 05/16/2025

  Hello there,

  Thank you for reaching out to us regarding your concern.

  Please allow us to further review your previous request to unsubscribe and cancel your subscription.

  Thank you,
  NAM Advancement Agent