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Business Profile

Identity Theft Protection

Gen Digital Inc

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1,121 total complaints in the last 3 years.
    • 307 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/09/2022

      Type:Product Issues
      Status:
      Answered
      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 an email with a promotion of ***** for a year renewal of Norton 360. When I click on the link the offer becomes *****. Bait and switch??!! Class action??Send me the proper link for the ***** offer price.

      Business Response

      Date: 08/22/2022

       

      Hi There,

       

      Thank you for contacting our team.

       

      Our frontline support did offer to place the order for the requested price, however the customer refused.

      We will reach out to to the customer to collect the pertinent details and investigate what transpired.

       

      Kind Regards,

      The NortonLifeLock Escalation Team

      Customer Answer

      Date: 08/22/2022

      Bogus bait and switch email.

    • Initial Complaint

      Date:08/09/2022

      Type:Product Issues
      Status:
      Resolved
      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 services but have been unable to access them. I contacted support and they were unable to help me. I asked for my money to be refunded, they've canceled my services (I still cannot log in or even try to change passwords) but I have not received my $89.99

      Business Response

      Date: 08/22/2022

       


      Hi There,

      Thank you for contacting our team.

      The refund was processed on August 8th, however this can take **** business days to be returned to the account. 

      This has likely already occurred, but if the issue is still outstanding, let us know and we'll be glad to investigate further.

       

      Kind Regards,

      The NortonLifeLock Escalation Team

      Customer Answer

      Date: 08/23/2022


      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:08/09/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      This morning I received an email from Norton stating they had charged my credit card $113.39 to renew Norton 360 Deluxe for 5 devices. It had been my understanding that I had renewed for 2 devices only as I have been double billed in the past by Norton and I Tunes for my ipad. I called Norton to request a refund of my money (I have 401 days now on my subscription). I spoke with *** and was unsuccessful in getting my money back. I asked to speak to a supervisor but he would not speak to me. Tam statetd he was supervising her. I would like a refund of my money, $113.39 and my subscription to end on the date of the last contract. I am very disappointed in Norton as they have not been honest with me and I have no need for 5 device plan. Thank you very much. *********************

      Business Response

      Date: 08/22/2022

       

      Hi There,

       

      Thank you for contacting our team.

       

      The only viable option for multiple device coverage is for 5 devices, there is currently no offering that covers just 2 devices. 

       

      Should this be unsatisfactory, you can request a full refund from our support for 60 days from the date of the automatic renewal charge. 

       

      Hopefully this helps to address your query. 

       

      Kind Regards,

      The NortonLifeLock Escalation Team

      Customer Answer

      Date: 08/23/2022

      I have requested a refund as noted in my first complaint. I was denied a refund by *** and her supervisor refused to speak to me. This occurred 35 days before my annual subscription was to end but Norton had already charged my credit card.  I do not understand why you are telling me to again do the same process which was unsuccessful previously.  I contacted the Better Business Bureau because I was unable to get a refund.

       

      Business Response

      Date: 08/31/2022

      Hi There,

       

      The customer has since received refund, resolving the concern.

       

      Kind Regards,

      The NortonLifeLock Escalation Team

      Customer Answer

      Date: 09/01/2022


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me.  I have received a refund.  Thank you so much!
      Regards,

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

       

    • Initial Complaint

      Date:08/08/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 trying for 2 years to cancel my service because they have missed several identity thefts which have been very time consuming and frustrating for me to resolve. They ignore my requests to cancel and continue to **** my credit card, Discover. Discover tells me they cant refuse the billing, because that's an agreement between me and Norton. In mt last conversation with Norton they said that my account was "blocked" but wouldn't tell me what that meant. But they billed me for another year.

      Business Response

      Date: 08/15/2022

      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

      Customer Answer

      Date: 08/17/2022


      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:08/07/2022

      Type:Billing Issues
      Status:
      Answered
      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 cancelled service with this company over a year ago and change on my debit card because they continue to attempt to charge me for a cancelled antivirus software. I wasn't under contract or an agreement to renew. Every month they attempt to steal $106 which gets denied. Because of them I was forced to cancel my debt card since last November. I'm sure I am not the only person they have attempted to collect money from they have no legal right to. I would like for their collect to reach out to because after 5 different calls into their customer service I don't know what else to do.

      Business Response

      Date: 08/15/2022

      Hi There,

      Thank you for reaching out.

      We have reviewed and identified that the reason as to why we kept attempting to charge you, was due to your subscription having the automatic renewal enabled. I can confirm that I have disabled it now and you will not be receiving any attempts to be charged furthermore.

      Hope that this helps.

      Thank you.

      Kind regards,

      The NortonLifeLock Escalation Team

    • Initial Complaint

      Date:08/07/2022

      Type:Billing Issues
      Status:
      Answered
      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 contacted Lifelock for information and to open an account IF and only IF Lifelock offered to lock all three credit bureau. I was told by their customer service member that they do indeed offer lock services for all three credit bureaus. I asked the same question on multiple occasions to confirm the information. I opened a membership with Lifelock and I find out through their app and their customer services that they do NOT lock all three credit bureaus. I am requesting for my file and personal information to be deleted as due to the lie told by Lifelock customer services, I gave them my personal identifiable information. If they would have told me the true and correct information, I would have not opened and account with Lifelock. I would have not given Lifelock my personal identifiable information and credit card information if they would have told the truth.

      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:08/06/2022

      Type:Billing Issues
      Status:
      Answered
      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 Lifelock account was cancelled via email notification from them on 1/31/22. I tried to reinstate it on 2/1 via an email from them. It said it was, but I was never allowed to get into my account again. It was an error, so I contacted them and said it's not working, cancel. They took away all the services, I never got any more alerts ect..., but they continued to charge me every month since. I called in July and the situation was escalated up 3-4 levels and my case file is #********, and I was told they would be calling me back to discuss my refund. I never got a call back, and was again chage $37.85 in August 2022. They now owe me $264.95! It's a nightmare getting a hold of this business. Calling in you are rerouted and rerouted if you even get a hold of someone after hours of waiting. Their chat doesn't work for i can never get it to pull up. I can't ever get anyone on the phone anymore. I feel I'm getting the run around and they just keep charging me for something i don't have!

      Business Response

      Date: 08/25/2022

       

      Hi There,

       

      Thank you for contacting our team.

       

      The refunds were processed following your contact with our support earlier in August. The funds should already be returned to the account associated with payment.

       

      Kind Regards,

      The NortonLifeLock Escalation Team

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      Answered
      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 email saying I purchased a NORTON computer protection plan. I have never been in contact with Norton. The following email address is who sent me this **** etc. *************************

      Business Response

      Date: 08/09/2022

      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

    • Initial Complaint

      Date:08/03/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 had cancelled the paid for anti-virus protection back in December of 2021. I received a message confirming that the automatic payment plan had been cancelled via email. In July of 2022, I received a charge onto my credit card for Norton's services, even after receiving confirmation that the my previous subscription had been cancelled.

      Business Response

      Date: 08/09/2022

      Hi There,

      Thank you for contacting our team.

      We have reviewed your account and can confirm that the refund was processed on August 3rd, 2022. The reason to why you were charged was that you had a 2 different subscriptions running and only the automatic renewal on one of them was disabled when requested.

      Thank you.

      Kind Regards,

      The NortonLifeLock Escalation Team

    • Initial Complaint

      Date:08/02/2022

      Type:Product Issues
      Status:
      Answered
      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 2-Feb-2022, after logging into my Norton account, I used the Privacy Monitor feature. The search results informed me that my personal information had been exposed. I called Norton to speak with **************** (**), ********************** recommended that I click on the link to purchase a subscription to the Privacy Monitoring Assistant. The website states: "Privacy Monitor Assistant Let our ************************* team send a deletion request for you! Our agents will work on your case with data brokers and follow up with them on your behalf.- Check in to Privacy Monitor Assistant every 90 days, as data brokers can republish your info - Create one case for all your data broker results - If the results above match your personal information, well reach out to data broker sites for you - Help protect your online privacy"I clicked the link (as recommended by Norton), purchased the Privacy Monitor Assistant subscription. The ** requested the personal information that needed to be deleted. I informed him: my name, age, location, address history, and family background had been exposed. He informed me that I would receive confirmation of the deletion.Today is 2-Aug-2022. I did not receive any type of confirmation. However, when I logged into my Norton account to complete a new scan, the same exact personal information was identified as exposed. I again called Norton. I explained I purchased the Privacy Monitor Assistant subscription on 2-Feb-2022. One hour and three ** agents later, I was hung up on by **** and ****, and ********* was also of zero assistance. The later two agents both told me that I had to upload my drivers license to a third party site (not *********************** and submit the deletion request myself. I kept asking why would I submit my personal information to an unknown 3-party site to request the deletion myself, if I paid for a Norton subscription that states "Let our ************************* team send a deletion request for you!" No answer. False advertisement.

      Business Response

      Date: 08/09/2022

      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

      Customer Answer

      Date: 08/09/2022

      Dear Norton Lifelock:
      Your response is canned. I am requesting a resolution. When will you resolve this issue?

    Gen Digital Inc is BBB Accredited.

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