Complaints

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

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  Gen Digital Inc

  60 E Rio Salado Pkwy Ste 1000 Tempe, AZ 85281

  
• 

  Gen Digital Inc

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  
• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

• 

  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  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:09/14/2022

  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 been paying towards the subscription of the Norton 360 Lifelock Anti-virus software on an annual basis. Earlier this month I got a notification for an upgrade from the Norton antivirus application on my Mac computer, which I diligently followed. Immediately after the upgrade, the software weirdly started scanning more than the number of files existing on my computer which resulted me being unable to remotely connect to my work location, because it started displaying a compliance issue. I contacted Norton customer service via chat with the reference / ticket #******** and was connected with a representative named ******** who after remotely connecting to my computer did an uninstall and a fresh install of the Norton 360 software. He asked me to run the full system scan again and see whether the issue was resolved, which apparently did not. Hence, today Sept 14, 2022 I contacted the customer service via phone call ************* which lasted for more than hour without any resolution. The representative named ******** who assisted me during this call was very unprofessional with limited to no knowledge and was not ready to escalate my issue. When I requested to speak with her supervisor, she kept me on a long hold and abruptly disconnected my call. Is this the kind of professional customer service provided by **********************? I would certainly like to receive a refund of my annual subscription or a replacement towards this paid subscription similarly provided by other competitive antivirus software's for the suffering and loss that this issue has caused in my work/job environment as well as a thorough, professional resolution to this issue.

  

  Business Response

  Date: 09/28/2022

  
  Hi There,

   

  Thank you for contacting our team.

   

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

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/14/2022

  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.

  On June 2 i was charged $111.66 by Norton Lifelock, at this time i received a text notification from my bank of potential fraud. at the time I believed it was fraud as I had not used this service for a while. It was determined by my bank that it was a just charge and the money was taken. I called Norton Lifelock and they agreed to refund me over multiple phone calls but have only attempted twice. i was able to give a new debit card that was supposed to work on their end but it has yet to be resolved. The representative at Norton Lifelock give me an RMA number and said that my bank would now have to do it , but that is not true. It is my hope that Norton Lifelock will be able to refund me for a service that they said they would refund me and that is not needed as it was "free" from a potential security breech in my past.

  

  Business Response

  Date: 09/28/2022

   

  Hi There,

   

  Thank you for contacting our Team.

   

  It appears the online refund has failed. We will reach out to the customer to ensure they receive their refund.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/14/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had LifeLock protection for several years. When they debited my account on 8-23-22 the last time, I decided it was getting too expensive. I called and cancelled and was given a case# ******** and was told that I would be refunded. Again on 9-7-22, I talked to someone and was told that I had already been refunded, I told him I had not, that I was looking at my account at that time and no money had been returned. After several minutes I ask to speak to his supervisor, I ask three time and was denied. My bank account was debited on 8-23-22 for $370.62 and $109.49, one is mine and one is for my wife.

  

  Business Response

  Date: 09/20/2022

  
  Hi There,

   

  Thank you for contacting our team.

   

  We will reach out to the customer to ensure they receive their refund.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 09/22/2022

  
  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:09/13/2022

  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.

  On July 19, 2022 my debit card/checking account was charged $128.32 for "renewal" of Norton Security Ultra. I never had the Security Ultra, and did not renew, I thought that since my debit card number had changed they would not be able to automatically renew. Unfortunately, Norton was able to get my card number through ****** since I saved it on my Chrome account. (I have since deleted all of my saved payment options on ******.) I have called Norton several times and they said they sent the refund, however, it did not appear in my account. I called again in mid-August and they told me to go to my bank to double check, which I did. I called Norton support again, and again the case was referred to a different department and now they say I have to wait for customer support to call me.

  

  Business Response

  Date: 09/20/2022

  
  Hi There,

   

  Thank you for contacting our Team.

   

  We will reach out to the customer to ensure they received their refund.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice for Norton services that I do not use. And I did not order this week. I do not even have 4 computers.This is a fraudulent bill for services. The number provided on the invoice,, no one answers and there is no voice mail related to it.D. *******************************.

  

  Business Response

  Date: 09/19/2022

  
  Hi There,
  
  Thank you for contacting our team.
  
  The email you received is a phishing attempt in no way affiliated with NortonLifeLock. 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. 
  
  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:09/12/2022

  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.

  I got Norton VPN for my phone and computer when I found out my computer had a virus. I made the mistake of typing in my email and passcode when I signed up onto the infected computer, and now the account email has been changed. The software is also incompatible with my device, even though it let me download and sign up with said device. I tried to cancel via customer service, and I was told the only way to cancel my account without knowing the email was by disputing the charge with my bank. After doing so, Norton VPN continues to fight the dispute and continues to charge me. Customer service insists that even though I have proof that I own the account, they can't do anything without the email and they told me to dispute the charge again. I'm on the phone with my bank, who is being very helpful, unlike the Norton VPN customer service representatives. I'm never using this service again, and I'll be warning anyone else I know not to use it as well.

  

  Business Response

  Date: 09/19/2022

  
  Hi There,
  
  
  Thank you for contacting our team.
  
  
  Unfortunately we were unable to locate any account, case history or charge with the customer's details.
  
  
  As the customer does not wish for further contact from ourselves, we are unable to assist with a refund.
  
  
  Kind Regards,
  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 09/20/2022

  I paid for the subscription with ****** pay using my details, is there no way to find my account that way?

  

  Business Response

  Date: 11/17/2022

   

  Hi There,

   

  Thank you for your response. 

   

  It should be possible to locate the order with the ****** Play Order number.

   

  If you contact our support via the link below with the relevant details, they should be able to assist with a refund.

  https://support.norton.com/sp/en/us/home/current/contact

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/12/2022

  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 signed up for a LifeLock Ultimate Plus plan with one other adult and a child. Order NP281515663. I cancelled subscription on day 61 of membership, had the key deactivated, and the subscription renewal canceled as well. Over 1.5 hours and the agents refused to prorate a refund of the remaining amount that was left in the membership-304 days left. I am seeking a prorated refund per the terms of when initially signing up for the membership. A chargeback will have to occur with my credit card otherwise. Secondary, most representatives over talked during the conversations, put me on hold abruptly for 10+ minutes at a time. This is including the "supervisors" as well to which I was transferred to. Unprofessional company and the magnitude of complaints prove this.

  

  Business Response

  Date: 09/19/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

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

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/12/2022

  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.

  AUGUST 15, 2022 I have called and talked to 2 people about canceling my ****** subscription because I no longer have a computer at home. $******. The customer service people want to get into my personal cell phone to take care of the cancellation. Norton is still charging my account.

  

  Business Response

  Date: 09/22/2022

   

  
  Hi There,
  
  Thank you for contacting our team.
  
  We were unable to locate any account with the details provided, as such, the contacts you have received are likely a phishing attempt in no way affiliated with NortonLifeLock. 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. 
  
  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:09/12/2022

  Type:Customer Service 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 sent me a customer satisfaction survey. I partook and stated that I hated that the fact they were constantly displaying ads trying to get me to buy more services every time I opened the program. Well ever since I submitted the survey, I now get their ads every 1-2 minutes I have the program opened! I am inundated!

  

  Business Response

  Date: 09/19/2022

  
  Hi There,

   

  Thank you for contacting our team.

   

  Our frontline support tried to assist the customer with this previously, unfortunately they were unwilling to attempt any of the steps suggested to resolve their concern.

   

  Should they require further assistance with this, our support will be more than happy to assist and can be reached via the link below:
  https://support.norton.com/sp/en/us/home/current/contact

   

  Kind Regards,

  The NortonLifeLock Escalation Team

   

  Customer Answer

  Date: 09/19/2022

  I NEVER had any contact with Norton about this problem because it just started once I gave them a bad review on a survey they sent me. They are liars.

  

  Business Response

  Date: 11/17/2022

   

  Hi There,

   

  Due to the nature of the issue, it seemed like this was previously discussed in the case back in April. 

   

  As the customer has since spoke to our support to renew in October, it seems the issue may be resolved.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/11/2022

  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 had Norton Security in the past, only problem I had was that it slowed down my computer. A year ago I subscribed again, my subscription was about to renew, of course it was three times higher than I originally paid so I went online and cancelled auto-subscription two weeks ahead of time. They charged my account anyway so I called Norton complaining and was refunded *****. On that same day they charged my account again *****. I contacted them again and was told that they would refund my money in 7 to 10 days. I told them this was not acceptable, I'm retired and live on a fixed budget. Buyer Beware this not the same company as it was 5 years ago.

  

  Business Response

  Date: 09/22/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We were only able to locate one charge, which has since been refunded.

   

  Kind Regards,

  The NortonLifeLock Escalation Team