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

1,124 total complaints in the last 3 years.
306 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:09/29/2022
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 been a Nortons antivirus subscriber for 9 plus years. My original order confirmation# when I subscribed is NP1110605909. The week of Aug. 19th, 2022 my Nortons program would not open by clicking on my desktop icon. Everything including all other programs worked just fine on my **, it was only the Nortons program that would not work. I called the Nortons tech support phone number *************) and explained the situation. At that point the tech agent had me allow a remote **-to-********** so they could fix the issue. The agent attempted to delete and re-install the program. After 20 min or so the remote session abruptly ended and my screen had the windows "blue screen of death". Could not connect to the internet, or load my desktop home screen to even attempt a safe mode fix. The agent did not email or call me to explain. Just washed her hands of it and moved on with her day. I called the Nortons customer service number and they opened a case (case#********) and I was told I would get a call back from upper management. No call came. I contacted my own tech repairman and he said a critical windows loading file was deleted by Norton's agent. I had to completely buy a new ** for $1800 (This is an office-use ** used for our CAD program). In addition to buying a ** this was also the ** that we used for accounting. We had to rebuy Quickbooks because it was on the computer. Luckily we save our files on an external drive or we would have lost all of our financial records. This is a small business and this was a big deal for us. I called the Nortons *********************************************************** No one called. It has now been 6 weeks since the incident and still no call from Nortons to see if we have solved a problem or to resolve our issue. We have 10 computers associated with this company so it's pretty disappointing to ask for help and not get it, instead have to continue to pay for services not rendered. You can contact our IT guy for any questions.
Business Response
Date: 10/05/2022

Hi There,
Thank you for contacting our team.

We will investigate and reach out to the customer to assist.

Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 10/12/2022
Still no official news from norton outside of a "were looking into it". The rep emailed me this....

"Hi ******,

I hope this email finds you well.

Unfortunately the investigation is delayed and will be able to assist further once the report has returned.

I will be in contact with you as soon as I have more information.

If you have any questions in the meantime please dont hesitate to let me know."

Nice guy and seems sincere but they have had a week and still no real resolution.
Business Response
Date: 10/27/2022

Hi There,

We were unable to find any evidence indicating our support had removed any crucial windows files, however an extra year was provided as a goodwill gesture.

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/27/2022
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 have been led on by your company for months after finding out you charged me $86/month against my will totaling $430. I spoke with multiple supervisors stating someone would call me back within 48 hours but I never received one return call. I have spoken with supervisor Anvil employee ID ****. Supervisor ***** in cancellations and supervisor ******* in cancellations. All whom have promised to call me back within 48 hours. I originally signed up for a $40/month plan. My plan was changed unexpectedly without notifier approval. Since April of 2021 I was charged $86 per month. I noticed a few months back and called to dispute. I spoke with multiple people who hung up on me including **** ******* and *** ID ****. One of the individuals told me they would only be able to reimburse me the charges incurred this year and then hung up on me as well. I Was never told the rate was temporary. I had this service for over 2 years. I never signed anything giving permission for this amount to be taken from my account. Trying to contact someone from billing is the hardest thing in the world. You guys stole from me and I want my money back. I will post this on all social media sites to make sure buyers beware. I spoke with a supervisor today named ******* who wouldnt provide me with a employee ID #. He gave me a Case# ********, he stated that if the other supervisors were legitimate they would have provided me with as case # as well. How would I know who is legitimate through the phone half of the people wouldnt provide me with anything other than a first name. You guys have stolen from my account and are refusing to give it back. There are ZERO documents to show I approved these transactions. Please contact me to resolve this issue.
Business Response
Date: 10/04/2022

Hi There,

Thank you for sending this case to our team.

We will reach out to the customer and assist with their concern.

Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 10/04/2022
I reached out to them multiple times and they never return my call within any timeframe multiple supervisors I have been hung up on multiple times I do not believe theyre going to call me back or contact me at any point in time please take what other steps are necessary in order to help me resolve this issue
Business Response
Date: 10/14/2022

Hi There,

We have reached out to the customer to assist with their refund request.

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/27/2022
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.
Stop harassment I canceled the subscription and received a refund but get many notifications a day and even disrupted internet access. I am a 72 year old cancer patient and this is very disturbing
Business Response
Date: 10/03/2022

Hi There,

Thank you for contacting our team.

If you are still receiving notifications after cancelling the subscription, it is likely because the software is still installed. You can follow the instructions in the link below to remove the software from your system which will prevent any further notifications:
support.norton.com/sp/en/us/home/current/solutions/v15972972

For any additional queries our support can be reached via the following link.
https://support.norton.com/sp/en/us/home/current/contact

Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 10/04/2022
this is no help . The link to Norton doesnt work.
I was at Norton help /support its a joke theres nothing to click on to cancel, it gets you to run in circles and steals you away from anything other then restart. It shows that I am not covered so why the constant harassment . Its a scam to frustrate you so you give up.
*** I wrote you that I am a 72 year old cancer patient. It is my understanding that seniors can get legal help again fraud please dont make me take it that far.
please help
Business Response
Date: 10/14/2022
Hi There,

We will reach out to the customer and assist with the uninstallation.

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/26/2022
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.
When people that are using Norton try to access my website or any of the links that have my domain name in them, they get a message that it is dangerous. There is zero validity to that claim and it is causing me to lose potential clients. I need this fixed immediately. I tried to contact them in various ways through their website but could never get to an actual person or resolution.
Business Response
Date: 10/03/2022

Hi There,

Thank you for contacting our team.

You can submit a website for review via the instructions found below:
https://support.norton.com/sp/en/us/home/current/solutions/kb20090410134005EN

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/26/2022
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.
My mother died in January 2022. Lifelock charged a premium to her credit card in March 2022. I am the trustee of her trust. I called to have the account closed and the charge refunded and I sent them the trust documents and her death certificate in May. I received a call in June that the refund had been approved but the original credit card was closed. They said if I provided a bank account number, they would wire transfer the money. Apparently they can't just send a simple check. I completed the required form (twice now) . I have called multiple times. Every time I call, it seems I start all over again and get a new case number and am told it takes 4-6 weeks. I just got off the phone today and am still getting the same old run around. As of 9/26, I still don"t have the refund. My husband and I have been Lifelock members for over 10 year and I am angry and ready to cancel our membership if this is the type of customer service you get if you have a claim.
Business Response
Date: 10/03/2022
Hi There,

Thank you for contacting our team.

Our apologies for the inconvenience caused by this. We will reach out to the customer to ensure they receive the refund.

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/24/2022
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.
My service had been canceled for 42 days was an email I received. I also have the original emails from them, I received 8/9/22 that my account has been successfully updated and on 8/10/22 another confirmation of Subscription with Automatic Renewal, I had lost my debit card prior in July 2, 2022 called them gave them the new number which they confirmed the last four digits as my current debit card when I called about the cancellation. I want them to correct their error, I have been with them for years and my account always renewed every year. I lost my card number changed but I called them and was told they had the new billing info and no worries. Well someone made a mistake I got a 42 days lapse in my protection and now its canceled due to their error not mine. They were also rude especially the manager I was finally allowed to talk to after calling for days and he basically told me it was my error not theirs and I can just renew or kick rocks.
Business Response
Date: 10/05/2022

Hi There,

Thank you for contacting our team.

This has been addressed by our team earlier today.

Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 10/05/2022
I got this call from someone claiming to be with the Lifelock saying he would be more than happy to take my money and get me covered today but I think he was triple stepping around the lapse in coverage, so nothing was resolved. He said my coverage was canceled due to a issue with my payment method. I sent him back an email stating
********,

There was no issue with my card, you had my correct card information on file before the renewal ever occurred, and the account ever canceled. This was your error not mine. You need to fix your error, and stop trying to dodge your responsibility.

***************************
Business Response
Date: 12/01/2022
Good day,
We have reassigned this case to one of our escalation members who will touch base in this regards.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 12/02/2022
I am just tired of the run around and dodging responsibility of this company. Their plan was to stall and avoid, I dont have time to deal with their unethical behavior. I have gotten other coverage and are better off I feel and thankful I never had to deal claim wise with them.
Initial Complaint
Date:09/23/2022
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 filing this complaint on behalf of my mother, *************************, who is 86 years old and unable to do this herself. (original address: *****************************************************. Now she lives with ** at the above address.) Some time ago my brother (who is now deceased) enrolled her in Lifelock using her Chase Credit card ending in ****. She has not used this card for many years, and after his death, she requested that I close the account. We called Chase and they would not close the account because of this continuing charge. I contacted Lifelock by phone, with my mother present, and because she was unable to answer the ridiculous questions (how can she remember if she owned a blue car 20 years ago!!??), the agent refused to close the account and insisted that we had to postal mail copies of her driver's license and other documents (notarized) to their corporate office. My mother was severely grieving the death of her son, and was unable to accomplish this. It is only $7 a month, but this persistent charge is keeping her from closing this credit card account. Can you please help us? Thank you.
Business Response
Date: 10/04/2022

Hi There,

Thank you for contacting our team.

We will reach out to the customer to assist with the account cancellation.

Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 10/05/2022
We don't need them to 'reach out' to us. We need them to CANCEL THIS ACCOUNT. As I previously stated, the person who originated this account (my brother ***************************) is DEAD. He established this account for my mother, *************************, without her permission, I might add, who is 86 years old and in a nursing home. She is UNABLE for you to reach her. I have durable power of attorney over her affairs, which I can fax if necessary. JUST CANCEL THIS subscription.
Business Response
Date: 10/14/2022

Hi There,

We have reached out to the customer to assist and request the **** as we need to verify the authenticity of the request.

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/23/2022
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.
Unable to cancel renewal
Business Response
Date: 10/03/2022
Hi There,

Thank you for contacting our team.

We were unable to locate an account on our system with the details provided.

It's possible you received a phishing email attempting to collect billing details.

You can verify the legitimacy of correspondence sent from NortonLifeLock here: https://support.norton.com/sp/en/us/home/current/solutions/v71088498

More information about the fraudulent use of the NortonLifeLock brand can be found here: https://www.nortonlifelock.com/blogs/feature-stories/fraudulent-use-nortonlifelock-brand

Should you receive any further scam emails, you can report them to us via the details located here: https://support.norton.com/sp/en/us/home/current/solutions/v138341527

For any additional queries our support can be reached via the link below.
https://support.norton.com/sp/en/us/home/current/contact

Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:09/21/2022
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.
My subscription automatically renewed the terms on website states i have 60 day to cancel and get refund.They refused the refund bringing out another policy after they saw i was within the 60 day.i had Norton 360 deluxe renewed August 4, 2022
Business Response
Date: 10/03/2022

Hi There,

Thank you for contacting our team.

We will reach out to the customer to assist with their concern.

Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 10/05/2022

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:09/21/2022
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 placed 4 or 5 attempts to have my deceased parents Lifelock cancelled starting January **************************** Ref ****. Called again 4/1 and was given a new case number ******** and was told I would be refunded back to the original filing date. Called again 5/12 and was told it was escalated and I needed to wait a week. Called 5/19 and once again was given a new case number ********. I am requesting assistance to cancel and receive a refund of $19.98 x 9 months for a total if $179.82.I have attached the death certificates. Thank you, ****
Business Response
Date: 09/28/2022

Hi There,

Thank you for contacting our team.

We will reach out to the customer to assist with the account closure and refund.

Kind Regards,
The NortonLifeLock Escalation Team

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Gen Digital Inc is BBB Accredited.