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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  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

• 

  AVG Technologies USA, Inc

  149 Bluxome St San Francisco, CA 94107-1507

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:09/09/2022

  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.

  Id like a refund for the last 7 years of 840$ I was promised services I was never delivered. I was auto renewed without my permission! And at ***** thats **** more a month without my permission and without my knowledge. This service never did anything for me and Id like a full refund. This is fraud. They stole my money instead of protecting me. They charged my card for unprovided services for 7 years I paid them Im entitled to a refund. I was never notified of anything changing Norton is lying. They stole from me!

  

  Business Response

  Date: 09/22/2022

  
  Hi There,

   

  The price change was communicated with the customer on June 15th, 2018. 

   

  As the customer remain enrolled and covered for the duration of their subscription, we are unable to provide any exceptional refunds.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/08/2022

  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 was overcharged and asked for a refund. I told them before I asked for the refund they needed to wait until I put a new card on. 3 times they are sending it to a card that isn't good and it's been over a month. I want the refund put to the proper card. Time and time again I asked about it and they keep sending it to another card that isn't good

  

  Business Response

  Date: 09/14/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We are unable to process refunds to different card than the one used for payment, however we will reach out to the customer to find a suitable solution.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/06/2022

  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 a lifelock account for 7 years. Today I called Lifelock/Norton to add my 2 daughters to my account.They said I had to cancel my existing account in order to enroll in the family plan for 2 adults and 2 children. I agreed to it. Then, when I went to add my kids online, Norton will not allow me to add my 18 year old daughter who is still my dependent, still in high school as a junior, doesn't have a job, a drivers licence etc. I complained to Norton.They said tough -- my 18 year old daughter must have her own account. This by the way took 1.5 hours out of my day.So, I said cancel my subscription with Norton/lifelock and I will move my business to Aura which does not discriminate between adults and kids, is cheaper, and has $5m of insurance. The supervisor ****** told me that she will not refund my money on my original subscriptions. So, I am complaining to BBB about their terrible customer services and I am requesting a refund of all my subscriptions. Case number is 72699782.The original sales attendant that sold me the family plan idea was named *****.

  

  Business Response

  Date: 09/20/2022

  
  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

• Initial Complaint

  Date:09/03/2022

  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.

  Last spring I emailed Norton to find out how much they would be charging me for the new years contract, and when they would be doing this. I contacted them in April, May, and June. They never got in touch with any information. Then in June, I believe, I was checking on my account on line to discover Norton took $134 out, leaving 5 other checks bounced at $35 each. Norton returned the $134, but never did anything about the $175 in overdraft charges. I am 74 years old and on a very limited monthly budget. I am angry at Nortons disregard.I tried getting in touch with them and to be treated with such cavalier disregard galls me no end. I would very much like to be rereimbursed for what in effect they took for the overdraft fees. I don't really care about an apology, that is not in their DNA. But I will never consider asking for their help in watching over my computers, ever.

  

  Business Response

  Date: 09/09/2022

   

  Hi There,

   

  Thank you for contacting our team. 

   

  As we don't have email support lines, we unfortunately never received the emails you sent. Support queries have to be initiated by phone or chat as was the case with your refund request.

   

  An automated email was sent on May 3rd in with the renewal price and charge date. As such, we are regrettably unable to assist with reimbursement for any overdraft fees.  

   

  Our apologies for any inconvenience caused resulting from this. 

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 09/10/2022

  And exactly how was I to know you do not receive emails? I do not think that is a justifiable response.  No where did I ever see that information that you do not accept emails.

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

   

   

  

  Business Response

  Date: 09/14/2022

   

  Hi There,

   

  Our emails specify that it's not possible to reply to them. 

   

  The email sent on May 3rd, includes the following at the top of the email:

   

  DO NOT REPLY TO THIS MESSAGE. If you require ****** Services and Support, please go to www.norton.com/cs

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/02/2022

  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 made a purchase of the Norton 360 with LifeLock Ultimate Plus in July of 2022. I canceled my subscription on August 31rst, 2022 online. The subscription was set to expire on September 1rst, 2022. Now Norton says that I have a subscription that is good till October 31rst, 2022. I do not want Norton to continue charging me for a subscription that I have already canceled. I was informed when I canceled my subscription that it would end on September 1rst. I want an email from Norton stating that I have only been billed one time for my subscription ending on September 1rst and that I will not be billed for any other months of service. I need an explanation as to why the account has been saying that my subscription is to expire on October 31rst, 2022 when I deliberately cancelled so that my subscription would end on September 1rst, 2022.

  

  Business Response

  Date: 09/08/2022

  
  Hi There,
  
  Thank you for contacting our team.
  
  Once automatic renewal is disabled, there should be no further charges related to the subscription without your manual authorization. While the subscription currently runs until October 31st, automatic renewal is disabled, so there will be no automatic charges. The extra two months seem to be as a result of trial time being applied to the subscription, however as mentioned, there should still be no further charges. 
  
  Kind Regards,
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:09/01/2022

  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.

  Norton 360 subscriptions that are set up to automatically renewed are entitled to certain member benefits. In 2020 Norton added on the benefit of users getting Norton Utilities Premium "included at no extra cost while being actively enrolled in an automatically billed subscription."(quoted from email in 2020). No stipulation/footnote/reference was given that this benefit could be removed or changed at any time and subscribers were in no way contacted in the last year to let them know that this long running addition was ending. In fact all other Norton renewal benefits, like Norton ************ are explicitly stated as being subject to change or removal at any time. The same does not apply to Norton Utilities Premium and users have now been cheated out of an expected piece of coverage. Staying on the active renewal plan with Norton is far more expensive than finding new deals every year and taking away a guaranteed part of that service while charging the same price is a completely unfair business practice. Norton needs to reach out, apologize to all effected customers, and either offer a free addition of whatever Norton Utilities software is available or reimburse auto renewal customers the price of what it would cost to purchase the utility separately.Here is a current link to the promotion where it still stipulates this should be included as long as you have an active renewal subscription: https://us.norton.com/internetsecurity-crm-loyalty-norton-utilities-premium.html?om_em_cid=hho_email_US_TRIG_ACT_AR_LC_T-60_VCC_symtec.7723122. I've also included a PDF version of this and three screenshots from emails in the attachments below.

  

  Business Response

  Date: 09/06/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We will reach out to the customer to assist.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/31/2022

  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 POA for my aunt ************************* and saw a pending charge for $19.99 on her account on Monday. After live chat and calling Norton to cancel and get a refund I was told on the phone for case number ******** that his tool wasn't working and I needed to call back in 4-5 hours to cancel and get a refund. I live chatted again today and was told to call at ********** or ********** for a refund. Again today, I called and gave various secure information and was told the only way to cancel since I could not activate the account was to contact the bank to stop payment because it was temporarily canceled, but if there "is no payment, no account." I contacted the bank, however; I find this practice unacceptable.

  

  Business Response

  Date: 09/06/2022

   

  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: 09/06/2022

  I find this response completely unacceptable. I submitted a POA which gives me the authorization to speak for my aunt to resolve this matter. There has been a dispute filed at the bank. This is a completely unprofessional and unethical business, for lack of a better word. I would like to know why they cannot follow up with me. Legally, I have every right to speak on her behalf. 

• Initial Complaint

  Date:08/31/2022

  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.

  NORTON Invoice id : ********* ********************** _____________________________________________________________________________Dear User, Thank you for choosing us again.Your payment for the upgrade has been processed. We do our best to serve you with the best customer experience. You have been upgraded for another year of support and maintenance. Order ID ************* Amount $248.99 USD Transaction ID *********************** ___________________________________________________________________Important Note:Replying to this email will not make any changes to your order, For refunds and cancellation please call our billing team at the number given below. For cancellation and refunds please call us at 1-(806)-(412)-(0911) Regards NORTON Never signed up for this

  

  Business Response

  Date: 09/06/2022

   

  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:08/30/2022

  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.

  In Dec of 2021 I realized I had been paying for my mother’s lifelock protection. I thought I had been paying for my wife. I called Lifelock and explained to them the situation and sent them the requested letter and death certificate. I’ve called them 8 different times and spoke with them and they always told me it was escalated and that it would be 4-6 weeks then 6-8 weeks and that I would get a call from a supervisor each time. I’ve received 2 phone calls from supervisors with the same escalation and should be soon story. I wrote to the CEO of the company and heard nothing. My case number is ******** or ******** depending on which day it is evidently. They have admitted thatthey owe me a refund of $740.16 but refuse to issue it. 8 months is entirely too long to get a refund.

  

  Business Response

  Date: 09/13/2022

  
  Hi There,
  
  Thank you for contacting our team.
  
  Our apologies for the inconvenience cause by this. 
  
  We will investigate what transpired and reach out to the customer to assist. 
  
  Kind Regards,
  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 09/13/2022

  I have been told this complaint has been escalated by Lifelock since March. How long does it take Lifelock to cut a check. They informed me months ago that I am due a refund for $740.16 yet for some reason they haven’t delivered. I can’t believe anything they’ve told me. We’re going on 8 1/2 months since my initial inquiry. Ridiculous.

  

  Business Response

  Date: 09/22/2022

  Hi There,

   

  A new check has since been dispatched and is currently en route to the customer.

   

  Kind Regards,

  The NortonLifeLock Escalation Team
  

• Initial Complaint

  Date:08/29/2022

  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 was charged on 8-24-2022 for a service I did not authorize. Also, the name on the invoice is not mine. I know there are some scams out there. I was told to call the helpline. I did call and the number does not work. I am concerned about this. Please refund me my money as per the email received, I was told to call this number and they will refund me.******,********************************* ( the name on this invoice is not mine as you can see by the attached evidence).

  

  Business Response

  Date: 09/09/2022

   

  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