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

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  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

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  Gen Digital Inc

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  
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  Gen Digital Inc

  4101 Yonge Street, Suite 501 Toronto, ON M2P 1N6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  8-20-2022
  $59.99
  Nothing because I'm not authorized this charge
  Because they charge without my authorization, I don't fill any contract with them
  No his telephones numbers are scam too
  Dsipute case with Paypal *************. Paypal doe not refund me too

  

  Business Response

  Date: 09/09/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  When the customer acquired their subscription last year, they enrolled in automatic renewal, as such, the subscription continued this year.

   

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

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 09/11/2022

  My complaint is to Norton  not to paypal because paypal is an intermediarie.  I will need that you try to go with Norton to refund me this amount because I never , never sign any contract with Norton

   

  

  Business Response

  Date: 09/21/2022

  Hi There,

   

  This has since been resolved and the customer has been refunded.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/28/2022

  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.

  Due to my 94 year old mother's wallet being stolen, which included her social security card, I contacted her credit card companies and then Transunion and Equifax for a fraud alert. I then signed up my mother online with Lifelock for the Ultimate Plan. I used my credit card for payment of the 319+(included tax). I received email and text from my credit card company alerting me to a charge on that card, as I am signed up for alerts. I then received welcome emails from Lifelock and an email confirming my purchase order. I then needed to enter the account to verify it and when I tried, it said there was no active subscription. I tried creating a new account, but it would not allow me to as there was already an account. I then called customer service and spent 20 minutes on the line with someone who then checked my email and said it was active but there was no subscription attached. She then said my mother would have to get on the line. I said it was 1:00 AM and she was sleeping. I said that they had no problem charging my card for the subscription. I said that I no longer wanted the service and would dispute the charge. I checked my credit card online and the charge was not on yet and I was unable to dispute at that time. I then called back Lifelock and explained to a different agent. That agent said she would search for the account using my email address and credit card number. She said she would pout me on hold, which she did. However after a period of time, I was transferred back to the main number. I hung up and tried again, getting another agent. I explained to him and told him about my first two calls. He then got my email address and said he would try to find the account. He said he would put me on hold. After about 5 minutes, i was disconnected. I cannot believe that I have had to go through this simply to sign up for this service. I would not recommend this service to anyone, As an attorney, I will recommend that my clients use an alternative service.

  

  Business Response

  Date: 10/03/2022

   

  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:08/27/2022

  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.

  My father, **************************** is 83 with Alzheimer's, this company charged his credit card for $124.99 from this company . He has never even used a computer and I believe he was scammed out of some telemarketing solicitation. He needs a refund.I called the company at *********** and spoke to a man yesterday to let them know his situation, and demanded he close this account. He told me he couldn't close my dad's account because my name is not on it. I told him he doesn't have a computer/email/internet so he wouldn't need Norton Security. He refused to close it saying I am not authorized, even though I have the ***** of ********* and it's a fake account, also saying that he would not provide me any information about said account. He told me he would send me some information for ***** of attorney, and never did. I called back today talked to another woman, she refused to close it and refused to give me her name and the address of the company in which she was working from. She told me she was working in "The ***********". I believe this is fraud and my father was taken advantage of.

  

  Business Response

  Date: 09/09/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We will reach out to the customer and assist with their father's account.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/26/2022

  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 received a letter from this company saying someone is using my account to charge ******. I contacted them saying I did not approve this and they are still trying to charge me. #******

  

  Business Response

  Date: 09/07/2022

   

  Hi There,
  
  Thank you for contacting our team.
  
  The email you received is 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:08/26/2022

  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.

  On October 01 2018 I purchased a Nortonlifelock plan for my personal laptop because I was deployed to **** and was using very 'sketchy' internet. Upon returning to the good old ***, I sold the laptop and 'canceled' my Norton subscription in DEC 2019. If anyone has used Norton's online services you will know that there 'chat' and variosu services are not reliable, and are confusing. I thought I had successfully cancelled my subscription, but the request got dropped or did not process. Norton was more than happy to continue to charge me for two years. I caught the charge this year, but they refuse to refund me two years of a service that I did not use. It also took three very frustrating attempts to get a refund for this past year. I got charged for 3 years and refunded for one year. I know they can refund me for 2020 and 2021, but they refused to let me talk to the higher level manager that could do that. What Nortonlifelock does is very strategic. They make your subscription automatic, and then make canceling a huge hassle, to the point where you think you have canceled, and you haven't canceled. Then they send you massive amounts of emails that all look the same, so you just delete them, but you also delete the bill, so you don't realize they are still charging you for a service you no longer want.

  

  Business Response

  Date: 09/08/2022

   

  Hi There,
  
  Thank you for contacting our team.
  
  Customers can disable automatic renewal at any time by logging into their account at https://my.norton.com to prevent any additional renewal charges.
  
  As the renewal notification emails successfully sent, and the remaining charges are beyond the 60-day Money Back Guarantee, we are unable to provide additional refunds.
  
  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:08/26/2022

  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.

  I have on several occasions try to get a refund for a subscription that was already canceled some years ago and they took the money out my account anyway. And every time I call either the system goes down or it is something. The email that was used at the time of subscribing to services ******************** #AP1413822326 transaction date: 8/5/2022 amount taken $112.00.

  

  Business Response

  Date: 09/08/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

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

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/25/2022

  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 Life Lock failed to alert us of an identity fraud issue while we were paying them. Somebody stole my husbands ssn and used it to file a tax refund on his behalf for 2020.

  

  Business Response

  Date: 09/08/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We will reach out to the customer so we can investigate what transpired and assist with their account.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/23/2022

  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.

  I was billed 2 months early to renew subscription without any notice.Then I was paying for a plan that supposedly covered financials, credit cards, banking etc. However, since I signed up with Lifelock, before they merged with Norton, I have only given my social security number to be protected. When I called today to dispute these issues after being transferred numerous times I spoke with *** who went on to do what I would consider double talk first giving me a figure to change plans then giving a different figure then saying oh, you get a discount, then asking for my social security number. I said you already have my social security number. Then she said oh if you don't want to give the number, like some other people, it'll cost this figure. It all sounded like a big scam. I told her to cancel my subscription. Then I received an email stating they changed my plan. I want this subscription canceled period.Lifelock was a good company until they merged with Norton.

  

  Business Response

  Date: 08/31/2022

  Hi There,

   

  Thank you for contacting our team.

   

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

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 09/01/2022

  
  I was contacted today via cell phone that Norton will refund, cancel my subscription,  the charge to my credit card and cancel any future renewal notices.

  
  

  They will send me an email verify this information should I need in the future. 

  
  

  I accept their promise and I appreciate your help  very much.

  
  

  ***************************;

   
   
  

• Initial Complaint

  Date:08/23/2022

  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.

  I purchased Norton 360 anti-virus which has been good. I decided to upgrade and purchase the privacy monitor option. I purchased this service on July 9, 2022. I initiated the service on July 15, 2022. It is now August 23, 2022. It has been 45 days, and nothing has been done.This is from the Norton privacy monitor page Privacy Monitor Assistant ***************************** team is currently processing opt-out requests on your behalf. Well notify you via email in 2-3 weeks when your case is complete.If you've already received an email regarding this case, you'll be eligible to submit another case every 90 days, starting on October 07, 2022.Request Is Unavailable Last Request: July 09, 2022 Next Eligible Request: October 07, 2022 I have heard not a thing. I decided to call. Their customer service is abhorrent. My initial contact with Norton customer service was on August 23, 2022. The operator put me on hold, later be told to call back in 45 hours due to a system issue, 45 hours is a bit odd. I called back and spoke with another operator who continuously put me on hold and would only respond when I made contact. Moreover, he told me I didn't have a privacy subscription in which I replied, I am looking at it as we speak.At this point I want a refund for service not provided after payment!

  

  Business Response

  Date: 09/06/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

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

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/23/2022

  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 Purchased LifeLock And after spent The next 3 months on the phone with customer service! During this time I Found a 10000$ deposit to my hacked ********* A House Being Financed in my name in SC, Through The ***** Also I cant get an answer from the *** about my eidl Disaster assistance Loan! Lifelock never investigated nor Refunded my money!

  

  Business Response

  Date: 08/26/2022

   

  Hi there,

   

  Unfortunately we've been unable to locate any account or case history with the details provided. 
  
  For further assistance, our support can be reached at the following link: https://support.norton.com/sp/en/us/home/current/contact
  
  Thank you

   

  Kind Regards,

  The NortonLifeLock Escalation Team