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

1,121 total complaints in the last 3 years.
304 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:05/09/2025
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 Norton 360. The software does not work and there is no way to get any support.I log into my account and there is no phone number to call to get any support.The only person I was able to get ahold of was to cancel the account but she refused to refund the money.
Business Response
Date: 05/14/2025
Hello there,

Thank you for reaching out to our team.

After reviewing your previous interactions with our support team, we can see multiple times were you have been able to successfully connect with our support team and even request refunds for previous subscriptions.

On May 9th, a couple of days ago, you contacted our support team for assistance on your cloud backup. You stated that your cloud backup hadn't been working for 2 months, but our agents were able to see that the most recent back was done on that day,which you were able to confirm. Our team made several attempts to assist with your questions and concerns.

For this reason upon further review of your account we have determined that your refund request for charges made on Jan 15, 2025 falls outside of the refund policy. The refund requested has 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. You can review the cancellation and refund policy by visiting the following link to our website:

****************************************************************************************************1ve2lxk*_ga4_ga*LU5aa19rNlYwYVBUTE5SUE5DTXI.*_ga4_ga_FG3M2ET3ED*MS4xLjEuMTY4ODczNzQwNC42LjAuMA..

For any additional questions or concerns you can contact our member services team by phone at ****************.
Kind regards,
NAM Advancement Team
Initial Complaint
Date:05/09/2025
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 bought their LifeLock system last year to try to protect myself and the product didn't connect well with my accounts and rarely provided any insight worth mentioning. It was my decision and I lived with it for the year and decided I just wouldn't renew. I did not catch that 3 months ago they just renewed and charged a bill to my credit card! They claim they sent me a renewal notice back in December that I never saw - they said it probably went to my junk folder. Regardless, I never gave them permission to charge me but apparently that is automatically built in when you sign up with them originally - I'm sure I missed that fine print. I assumed they would be reasonable when I contacted their office. Instead they said they couldn't give me a refund due to it being over 60 days. I realize/accepted that whether I wanted it or not I did have their product for 90 days so I saw fine, just give me a prorated refund for the last 9 months and cancel my subscription (they auto charged me $680 on 2/5/25). They wouldn't do that, they wanted to force me to pay their profit instead and keep their product even though I don't want it. This is a terrible way to treat customer by what I thought was a respected business. I will continue to post complaints until someone with some intelligence in their business sees how their "business process" is treating customers.
Business Response
Date: 05/14/2025
Hello there

Thank you for reaching out to **. We sincerely apologize for the experience youve had so far.

We regret to hear that you have decided to discontinue your service. 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 or the renewal date. You can review the cancellation and refund policy by visiting the following link to our website:

****************************************************************************************************1ve2lxk*_ga4_ga*LU5aa19rNlYwYVBUTE5SUE5DTXI.*_ga4_ga_FG3M2ET3ED*MS4xLjEuMTY4ODczNzQwNC42LjAuMA..

After an extensive review of your account even though your refund request falls outside of the refund police, our team has processed a prorated refund and an exception and goodwill gesture. Please note that to ensure uninterrupted access to our service, we initiate the renewal charge on your payment method up to 35 days before the subscription expiration date.

Thank you,
NAM Advancement Agent
Customer Answer
Date: 05/15/2025

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.
I will say it is extremely disappointing I had to go to this degree to receive a reasonable solution but am glad they finally stepped up and did it.
Regards,

******* *****
Initial Complaint
Date:05/08/2025
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 did a trial of AVG Antivirus. Two days ago, the company tried to charge me for the product when I had no intent of renewing (the charge did not go through). Today, I see a charge from AVG that did go through, despite deleting my AVG account. I no longer use the product. I am asking for a refund from AVG.
Business Response
Date: 05/14/2025
Hello ****,

Im ***** from the AVG Escalation Team, reaching out regarding your recent BBB complaint. Ill also send this message via the BBB portal for visibility.

Thanks for sharing the details. I located your order under the email ******************** The charge you mentioned was for the automatic renewal of a trial that converted into a paid subscription, as outlined in our subscription model. This model ensures uninterrupted protection and sends multiple reminders before renewal, including cancellation options.

Deleting your AVG account doesnt cancel the subscription or trigger a refund, which is likely why the charge still went through.

That said, I completely understand your frustration and want to make this right. Instead of cancelling immediately, Id like to offer a retention solution:
?? 50% refund of the original charge
?? 6 months of additional service added to your current subscription for free

This allows you to keep full protection while only paying half the price a good option if you still want security coverage at a better value.

If youd like to accept this offer, simply reply to confirm. Ill process it right away. If you still prefer a full cancellation and refund, let me know, and Ill assist with that too.

Thanks again for bringing this up, and I look forward to your response.
Best regards,
*****
AVG | Escalation Team
Initial Complaint
Date:05/08/2025
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.
Norton charged $179.98 before due date causing a $25 overdraft fee to be placed on my bank account. There is call records (on Norton's side) where the customer service representative admitting to their practices being Unethical and Illegal. They've agreed to refund the $179.98 however, they caused an overdraft fee to be placed on my account I wish to be reimbursed for. This unexpected charge also caused me to be unable to purchase groceries for my family. I need the refund asap please. That money was needed.
Business Response
Date: 05/13/2025
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 May 08, 2025, our team successfully proceed a full refund on that same day you called in and requested it.

Please note that to ensure uninterrupted access to our service, we initiate the renewal charge on your payment method up to 35 days before the subscription expiration date.Therefore, even after refunding you for the latest year's renewal, your subscription is scheduled to expire on Jun 12, 2025. Please review your email as we notified you well before about the renewal on April 8th, 2025.

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.

Thank you,
NAM Advancement Agent
Customer Answer
Date: 05/14/2025
I would like to push for a policy change, you can not always prepare for a 35 day window for a payment to pull and using the uninterrupted services as the reason does not work due to the number of other services that go uninterrupted when payment is pulled the same day. This is the big issue with the service and i feel this is an easy fix to make.
Business Response
Date: 05/20/2025
Hello there,

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

We truly value your input and will be sure to pass it along to the relevant team for their review so that they can evaluate any updates to our policies.

Thank you,
NAM Advancement Agent
Initial Complaint
Date:05/07/2025
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 bill via email from ******* ******** whine I dont know. When I called the number on the bill they said they couldnt cancel the bill without me filling out an online cancellation form which I had to login and fill out my personal information. When I told them I didnt order Norton security and was not paying the bill he , a man with a foreign accent, hung up on me. The number i dialed is ************. I dont want them scanning my phone or computer for credit card information or place if me on collections for something I never requested or ordered. He said it was part of my computer when I bought it but to renew it I had to pay the bill which is crap!
Business Response
Date: 05/13/2025
Hi There,
Thank you for contacting our team.

The email or letter 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.

This could be a scenario where a scammer or scammers are impersonating Norton through fake emails 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
Initial Complaint
Date:05/07/2025
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.
Do you receive questions about ***** receipts from various companies? Almost daily and then more than once a day I receive emails thanking me for an orderusually $400+ for renewing some service that I do not recognize. Seems like they are mostly from identity protection services. Here are two I received, April 17.Norton360, **** charge: $430.76 Receipt # ************.673-8150 Norton360, **** charge: $407.72 Membership #********* ************ I wish to report them for fraud emails and disturbing my process in having to stop and cancel something Ive never heard of. I confirm that these charges are not taken from my bank accounts, but still, there should action to prevent them from continually sending these bogus emails.
Business Response
Date: 05/13/2025
Hi There,

Thank you for contacting our team.

The emails you are receiving are likely phishing attempt and in no way affiliated with Norton or LifeLock. It is highly unlikely there is any charge on your account associated with this, however we always recommend following up with your financial institution for peace of mind. As you have done this and verified there is not charges we can verify these charges are bogus.

This could be a scenario where a scammer or scammers are impersonating Norton through fake emails 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 Escalations Team
Initial Complaint
Date:05/06/2025
Type:Order 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.
The company subsidiary product, Norton, fails to listen to its paying customers by consistently and invasively advertising on paying customers' computers even though the customers expressly select not to receive promotions and advertising in settings and repeatedly select for pop *** to stop showing up. Furthermore, they invasively put desktop icons files on paying customers' without their express consent, which is a form of malware and no reasonable computer protection company would FORCE customers to have stuff installed on their computers without consent. I have repeatedly asked them to stop to only be met by script reading chat bots that don't know that programs can be built not to install that invasive malware on computers without permission from the user. Hire people who know technology instead of high schoolers that can't even think without ****** or Siri. I want a response from somebody with a brain that can make their programmers do the right thing and configure updates and installers properly and make the company go back to a customer focused company rather than a money grubbing corporate greed company that mirrors socialist and communist ideals.
Business Response
Date: 05/09/2025
Hello there,

Thank you for reaching out to our team.

We completely understand how overwhelming and frustrating it can be to receive unsolicited emails or pop **** especially when you are inundated with numerous messages each week.

I am more than happy to assist you in stopping unwanted junk mail and solicitations from reaching your inbox. If you would like, we can take immediate steps to address the issue and ensure that your email experience is more manageable.

From your home page head over to the top right, hover over My Account. Then click on account setting (gear icon). Scroll down until you see Email Preferences.

Be sure to toggle off all the following as if they are green, those emails are active.
- Special offers
- Product features and reminders
- Newsletters

Feel free to review the following link if you still have additional questions;
*************************************************************************************

Please let me know if you are still having issues getting to this page. If you see anything different feel free to send any screenshots or any additional details or information that you believe may help us identify the emails you are receiving.

Kind regards,
NAM Advancement Team
Customer Answer
Date: 05/09/2025
this right here shows that the company doesnt listen. I said nothing about emails. The product is constantly sending pop *** advertising their additional products even though I specifically selected to not receive special offers in the APPLICATION. And they completely ignored my complaint about the program constantly reinstalling the unwanted desktop icon every time the program updates.

Their response is proof they dont listen to the customers at all. Prefab scripted responses pretending to care.
Business Response
Date: 05/16/2025
Hello there,

These two settings are commonly requested to be disabled together, which is why we've provided instructions on how to unsubscribe from marketing emails and stop receiving pop-up notifications. Additionally, the link included in our previous response offers the exact step-by-**** ***** on how to manage marketing pop-up notifications from Norton.

Kind regards,
NAM Advancement Team
Customer Answer
Date: 05/16/2025
Yet they still ignore the putting icons on my desktop without permission even though every programmer in the world knows how to make it optional. They just want to sling their products on people and take over their computers, and charge the customer to do so. Fix the freaking problem, make popups opt-in by default, and stop putting c*** on my desktop. That is the only way youll satisfy this paying customers complaint. By actually providing excellent customer service instead of doing things to line your greedy wallets.
Initial Complaint
Date:05/06/2025
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 put in for a refund on product #****** . I was told i would hear about my refund with in 2 days. The charges where made on 4-26-25 for $47.51 and on 4-27-25 for $59.39 Order #********* when I contacted about a refund they assigned me case#********
Business Response
Date: 05/09/2025
Hello there,

Thank you for reaching out to our team.

Upon further review of your account, we were able to locate an active subscription associated with your email address. However, the order numbers you provided do not match any transactions in our system.

Your current Norton 360 Deluxe subscription is scheduled to expire this July. To ensure uninterrupted protection, the renewal charge is set to process 35 days before the subscription end date. If you wish not to renewal please be sure to turn off the auto renewal.

We recommend logging in to your member portal at ***************************** to review your subscription ********** this time, we only see one active subscription and no recent charges that have been processed on our end. Given this, we suggest contacting your financial institution to confirm whether any charges were made to your account.

Please feel free to reach out if you have any further questionswere here to help.

Kind regards,
NAM Advancement Team
Initial Complaint
Date:05/05/2025
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.
Technical Problem connecting LifeLock to my credit union account for identity, credit and scam monitoring. I'm receiving error message indicating that the LifeLock account is not connected to my credit union account and to reconnect even though I have authorized access and LifeLock indicated success multiple times with the access after entering my credentials. (See attached jpg file) Support at LifeLock indicated that the problem would get fixed the next day for two days straight. I feel nothing is being done and the support staff is "kicking my problem down the road" in hopes that I will just go away. It appears that my credit union account MAY be connected to LifeLock monitoring as I received a message that money was taken from my checking account text message today. I can not even call back now as I am unable to get 10 digit authorization from the LifeLock website to call back in for a status. There appears to be a problem with the LifeLock support website.
Business Response
Date: 05/09/2025
Hello there,

Thank you for reaching out to our team.

Upon reviewing your concern, we can confirm that this is currently being addressed. The most recent case number associated with your issue is 92717735.

If you do not receive a callback within the upcoming week, please dont hesitate to contact us directly. Be sure to reference this case number so our agents can assist you promptly without needing to revisit previously provided information.

Thank you for your patience, and were here to help if you need further support.

Kind regards,
NAM Advancement Team
Customer Answer
Date: 05/10/2025
When I signed up for LifeLock on April 8 I expected a turnkey operation to monitor my financial accounts. That has not occurred. Now LifeLock is expecting me to troubleshoot YOUR PROBLEM. Why am I paying an annual fee to troubleshoot your problems? If you can not live up to your obligation I will be cancelling my subscription within the 60 day initial agreement.
Business Response
Date: 05/16/2025
Hello there,

We understand how frustrating this can be and we appreciate your patience.

We apologies for any inconvenience this has brought to you. We regret to hear that you may decide 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 as the request is still within 60 days of the purchase date.

Please feel free to review the guide below to provide you a bit more information on manage your Financial Monitoring *************************************************************************************

Kind regards,
NAM Advancement Team
Customer Answer
Date: 05/17/2025
Your company should remove ***************************** from a supported monitoring organization if it is not part of a turnkey solution so that there is no ambiguity for the customer. To leave it as a supported monitored organization is just irresponsible.
Initial Complaint
Date:05/05/2025
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 the Secretary on the Board of Directors with a 501c3 he help of a technician with Norton, the program has had a particularly peculiar error occurence of -12 advising of a network error. At this point I contacted them for further support and requested their help with resolving it and they escalated the matter to whom they call their tier 2 team who stated they couldn't resonon-profit organization who was seeeking a new security software for a few of our PC's and in doing so purchased a license for Norton Deluxe and had made an effort in installing it to my ** ****** ****** Laptop. Since the first initial attempt to do so, even with tlve it and so it was again escalated to a higher group and they have had it for approaching 2 1/2 months. I need help with this because nobody is doing anything, I've begged for refund to allow me to find alternative service elsewhere and nobody is helping with any option.
Business Response
Date: 05/09/2025
Hello there,

Thank you for
reaching out to our team.

After reviewing your
account, we can confirm that your case is still actively being worked on. We
understand how frustrating it can be to experience delays in resolving a
technical issue, and we sincerely appreciate your patience.

We’d like to assure
you that your case has been escalated to our highest tier of support, and our
engineering team is currently reviewing it in detail.

We’re sorry to hear
that you’re considering discontinuing your service. Given the circumstances,
we’re willing to make an exception and offer you a full refund and cancellation
of your subscription, should you choose to proceed in that direction.

Please confirm how
you’d like to move forward. Once we receive your response, we’ll process the
cancellation and refund as a goodwill gesture.

Kind regards,
NAM Advancement Team
Customer Answer
Date: 05/11/2025
Can you please confirm with me what amount would be paid out for what Gen Digital considers the valuation of this subscription and how long such payment would take to receive? Additionally, if your engineering team would deescalate the ticket back to tier 2, my understanding is that it was the direct belief of that support team they can resolve it. Can that be accomplished?
Business Response
Date: 05/16/2025
Hello there,

Upon further review
of your account, we can now see that your most recent purchase of Norton™ 360
Deluxe was provided to you at no cost. As such, a refund is not applicable in
this case. This complimentary year of service was extended as a courtesy to address
previous concerns you raised, including past billing issues.

We kindly ask that
you continue working with our support team so they can assist you with the
technical challenges you're experiencing. We fully understand how frustrating
this may be and appreciate your patience as our agents do their best to help.

After reviewing
previous case notes, it’s clear our team has shown a great deal of patience and
professionalism, even during moments of frustration you have expressed to our
agents on those calls. Our goal remains to resolve your issue as efficiently as
possible.

Please note that our
Tier 2 support team will follow up with you once they receive further guidance
or updates from our engineering team. We truly appreciate your cooperation as
we work toward a resolution.

Kind regards,
NAM Advancement Team
Customer Answer
Date: 05/16/2025
No, that is not true at all and I don't understand how you obtained the information that it was given as a courtesy due to past billing issues when I had no past billing to have been an issue as a non profit with Norton. Additionally, I must insist that you honor your offer as originally extended. If you make such an offer and the BBB sees it here in writing, it looks very poorly upon you to suddenly recant that.

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