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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  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  AVG Technologies USA, Inc

  149 Bluxome St San Francisco, CA 94107-1507

• 

  AVG Technologies USA, Inc

  2100 Powell St Fl 147 Emeryville, CA 94608-1826

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  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

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:08/23/2022

  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.

  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.

  

  Business Response

  Date: 08/26/2022

  Hi There,

   

  Thank you for contacting our team.

   

  The price change was communicated on June 15th, 2018. As you've been covered by LifeLock for the duration of your subscription, no refunds can be provided. 

   

  Should you wish to discontinue the subscription, our support can be reached via the following link who will be happy to assist:

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

   

  Thank you.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/21/2022

  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 am a senior and I have been trying to cancel my Lifelock subscription since March 2022. I called in March before the renewal date, and I got the run around on the phone and they told me someone would call me back to process my cancellation and I never received a call. I called again in June and the same thing. I called again with my daughter today, August 21, 2022, and the same thing. Today they committed to calling me back within 1 to 2 hours, case number ********. I spoke to **** and her supervisor ****** and both told me I had to wait for a call. I am trying to cancel my annual subscription and receive a full refund for the current billing period. I feel they are making this process especially difficult and that these are predatory business practices. I am 73 years old attempting to get my own money back and this is extremely poor customer service. Please help.

  

  Business Response

  Date: 10/03/2022

  
  Hi There,
  
  Thank you for contacting our team.
  
  This subscription has since been cancelled and a prorated refund has been provided. 
  
  Kind Regards,
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/18/2022

  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.

  Have not received my refund from Norton

  

  Business Response

  Date: 08/25/2022

  
  Hi There,

   

  Thank you for contacting our team.
  
  It appears the online refund failed, however there is currently a charge back on the order, we will investigate and reach out to the customer to assist and ensure they receive their refund.
  
  Kind Regards,
  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 08/26/2022

  
  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,
  
  ***************************
  
   
  

  Customer Answer

  Date: 08/31/2022

  I have already filed a complaint about my refund in the amount of $123.32 with the BBB. Norton has said the refund was sent yet my bank( *********** cant find it anywhere.
  

  
  

  

  Business Response

  Date: 09/08/2022

   

  Hi There,

   

  Thank you for the follow up.

   

  The chargeback closed in the customer's favor, so the funds are currently with their financial institution. If they haven't been released yet, the customer will need to follow up with their bank for additional insight. 

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/16/2022

  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.

  Cancelled service on 8-16-22 due to difficulties & poor service. Refused to give me a refund for unused services. **** received says they will bill my credit card $349.99 on 8-29-22 although service is not renewed &is paid up until 10-3-22.Requesting refund for unused services from 8-16-22 to 10-3-22.

  

  Business Response

  Date: 08/22/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  Disabling automatic renewal prevents any further charges. We can see this occurred shortly after the renewal notification email was sent so there should be no additional charges in relation to this subscription.

   

  Unfortunately we can't process any additional refunds beyond the 60-day Money Back Guarantee, however the subscription can continue to be utilized until the expiration date.
  
  Hopefully this helps address your query. 

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 08/22/2022

  placed account on Automatic Renewal when specifically asked not too.  Were going to bill $349.99 on 8-29-22 when contract didnt expire until 10-3-22??????  Terrible service

   

  immedially tells you they will lower price to $299.00 when want to cancel.  Then tries to lower price again before I can hang up.

   

  I think they not only provide poor service during the year they try to cheat people.  I have never had another try to bill my credit card over 1 month before contract ends.

   

  I want & deserve a refund.  Thank you

• Initial Complaint

  Date:08/13/2022

  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 August 13, 2022 I logged into Norton to renew my subscription to Norton family computer protection. My debit card was charged and the money was removed from my account. However, my subscription did not renew and I do not have access to the product. I contacted the company via online chat. I was told that my card was declined. I explained that I initially tried to pay with an old credit card and it was indeed declined. However I then used my debit card and the bank shows that the money was removed from my account by Norton. Norton told me they could charge me again for the product and that when the initial charge went through they would refund it. i told them that this was not satisfactory. Why should I have to pay twice? They already have my money and it is confirmed by my bank. But they have not given me access to the product I paid for and have refused to do so unless I pay a second time. This is called theft and it is illegal.

  

  Business Response

  Date: 08/25/2022

  
  Hi There,
  
  Thank you for contacting our team.
  
  The first order failed, and no funds have been collected.
  
  The second order is on hold, likely because the charge is for a different country. Please have this addressed with your financial institution so the funds can be released. 
  
  Thank you.
  
  Kind Regards,
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/12/2022

  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 brother, ************************** died August 18, 2021. On October 4, 2021, Norton debited his checking account $124.99 with a recurring card transaction for his annual computer virus protection. This transaction was unbeknownst to me until I closed ******** checking account on October 12, 2021 - when I noticed the transaction. I contacted Norton for a refund and after 9 months of trying to get the $124.99 refund that they said they would send, I still have not received the $124.99 refund into the estate checking account or by check. Please see correspondence attached to show communications where they said they sent the check, but was never received. I have complied with everything they have asked for - death certificate, Letters Testamentary, etc. My husband, *******************************, has spoken with Norton supervisors on numerous occasions and they have each said they will send a check, but to no avail. I'm trying to close the estate and distribute assets to ******** beneficiaries. I need closure on this and help in obtaining the $124.99 that was charged after ******** death.

  

  Business Response

  Date: 08/25/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We are sorry to hear you've had difficulty having this resolved. We'll reach out to the customer to ensure they receive the refund.
  
  Kind Regards,
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/11/2022

  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.

  I am a victim of identity theft and harassment and as a result I signed up with Norton LifeLock for identity monitoring. And was unable to access the account yet was charged to my credit card. I called and told them I was getting response from both their website and from the app that the last 4 of my social and my date of birth did match any records. Same when I attempted to recover the user id I was told no emails match. Then I tried creating a account and again was told I didn't have any. I called and they agreed that yes that all my information was there and correct EXCEPT my email did not match their records. LifeLock said they couldn't tell me the email on the account I was just charged a fee for the monetering of my identity because of the identity theft in the first place I was told they could not release the email address to me. I replied "so you're telling me i, the victim, bought your ID monetering service to watch for the hacking that I have been dealing with and I am unable to access the account and that you won't release the hackers email for me to make yet another police report" I'm stunned at that I'm paying for them to protect my hackers identity and they won't give me the information to give the police to report it's a on going issue I'm having.

  

  Business Response

  Date: 08/17/2022

  Hi There,
  
  Thank you for contacting our team.
  
  We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
  
  Kind Regards,
  
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/10/2022

  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 the advice of my computer service technician, I had to remove Norton 360 because it was slowing down my computer and taking up bandwidth. I purchased this product on January 12, 2022. Norton refuses to refund the balance for unused protection between July 2022 and February 2023.I am not using this software. I have removed it from my computer. Failure to refund the unused portion of my subscription amounts to theft. Information about this account:*******************, serial number ************

  

  Business Response

  Date: 08/17/2022

  Hi There,
  
  Thank you for contacting our team.
  
  We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
  
  Kind Regards,
  
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/10/2022

  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 ordered Norton 360 for my home computers and have renewed once or twice...but recenly I bought a new computer that came with a different brand of antivirus protection that I could install on other computers we use. SO...I wanted to cancel the Norton subscription. This is where the problems began. I emailed them to cancel all service on 7/25/22 and then received an email saysing they were renewing for another year for some $400+....I got on their website and on my account tried to find a link to cancel...not any available. Called them and was told they would call me back yesterday at 4pm...they did not call...so today I went on Chat and after 15 minutes they gave me a phone to call...got a live person and she says can't cancel or refund after 60 days...that is not right...paid for a year...cancel now...want refund for balance. Case # ******** I am not happy with this service and will warn all my friends of this terrible customer service.

  

  Business Response

  Date: 08/17/2022

  Hi There,
  
  Thank you for contacting our team.
  
  We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
  
  Kind Regards,
  
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:08/09/2022

  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 had the Norton VPN on my personal computer for many years, paying in mid-June for the entire year. This year in March, I received a nasty email saying I needed to updated my card on my account immediately, because it had been changed. I called customer service to ask why were they in my account 3 months before my expiration date and the reason behind the tone of the email. The customer service agent couldn't explain so she transferred me to a manage who was beyond nasty with no answer given. I cancelled my account in June on the phone. I began to receive multiple emails demanding I give the new card number. I called customer service again and told them I wanted something in writing showing I cancelled and for the emails to stop. The customer service agent sent the email showing I cancelled and said I was removed from their system. I kept receiving emails even showing where they tried to use the old card. I went to my bank to let them know what was going on. They told me they would make note, beause they've seen companies do this before. It hasn't stopped. This is harrassment from the very company that offers a product to protect the consumer from hackers and other unscrupulous sorts.

  

  Business Response

  Date: 08/17/2022

  Hi There,
  
  Thank you for contacting our team.
  
  We have taken your feedback and can confirm that you will not be receiving any further communication.

  Thank you.

  Kind Regards,
  
  The NortonLifeLock Escalation Team