Complaints
This profile includes complaints for Gen Digital Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,123 total complaints in the last 3 years.
- 307 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/02/2022
Type: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 6-2-22 I went to renew my NORTON ANTI-VIRAL software from Norton -- I had purchased the Product KEY Code from Office Depot on 5-25-2022 . Norton has directions to go to there website on the internet to renew - I unfortunately did that --- they say on the PRODUCT KEY they need to keep a credit card on file, but will not **** it. They did **** it for $114.96 ....I paid $24.99 at Office Depot - why would I pay twice ? I asked the DISCOVER CARD COMPANY to reverse the charges - Norton Anti Viral is fighting the reversal process - they are now double paid . I called Norton - they told me to go on line to reverse the payment and in 10 days they will reverse it $114.96 overpayment - they never did and are fighting with Discover for more payment. My claim at DISCOVER CARD is case: 553-593-17AP card account "****" .My Norton product Key Code from Office Depot is: X6JBR-F8W9P-DG3J6-WWVXQ-VY94Y bought 5-25-22
Business Response
Date: 08/09/2022
Hi There,
Thank you for contacting our team.
We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:08/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged 112.33$ on my Credit card 7/822 for Norton Lifelock antivirus services. I did not agree to this charge. Norton said it was autobill however I had turned that option off in my account. Also, the charges and the plan type were not the same cheaper option I always purchased. I have called them 3 times now and they say they have credited my account. My credit card company has received nothing. The credit card co says they need documentation in writing to review a dispute. I've gotten nothing in writing or email as Norton communication has all been by phone.
I've asked for written/email support and Norton says they cannot provide.
When you call Norton, the very first option they provide is for "auto renewal concerns" so this must bea common complaint with them.
The Norton provided reference number is *** ******* and ********.Business Response
Date: 08/08/2022
Hell There,
Thank you for touching base.
We have assigned the following and will have someone in our team reach out to provide assistance.
Thank you.
Regards,
NortonLifeLock Escalation Team
Customer Answer
Date: 08/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17657398, and find that this resolution would be satisfactory to me- AS LONG AS THEY CALL ME AND CONFIRM VERBALLY THEY HAVE REFUNDED MY CARD. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** **********
Initial Complaint
Date:07/31/2022
Type: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.
funds were automatically withdrawn from my account-i had cancelled autopay but the funds were still withdrawn-i then received the popup about the lower amount for renewal-after the funds were taken from my account-i want the renewal amount as offeredBusiness Response
Date: 08/05/2022
Hello,
Thank you for contacting us.
We have reviewed your account and can confirm that you have been refunded the full amount back to your card. Please do allow 5-7 business days for the funds to reflect back onto your account.
Thank you.
Kind regards,
The Global Escalations Team
Customer Answer
Date: 08/07/2022
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:07/29/2022
Type: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.
date 7/27/2022. tried to refund $****** for a Norton life lock which i nevert ordered. ***********************, ************ telephone # he and helper **** tried getting all kinds of info. not telling me how they debitted my account for ****** which my bank didnot charge me anything. It seems they were just trying to get information from me and accounts. Norton ID *********. password apple321, Cancelation # *********.Business Response
Date: 08/01/2022
Hi There,
Thank you for contacting our team.
The email you received is a phishing attempt and the people you spoke with are 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 TeamCustomer Answer
Date: 08/03/2022
I could not review any response made by the norton group.Initial Complaint
Date:07/29/2022
Type: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.
Called and sent chat message to Norton LifeLock Tech Support. Eventually got a person via phone. They claim their tool to remotely take over my computer to fix a problem is down for at least two to three hours. I have a contract with them to provide me service. There is nothing I know about limited hours of service in the contract. This is really a class action lawsuit. All the people who need their services 24/7 as advertised are losing money and expending time. Please resolveBusiness Response
Date: 08/01/2022
Hi There,
Thank you for contacting our Team.
The customer contacted us to avail of a computer tune-up, however when they initially contacted us, there was a pending windows update, so it wasn't possible to perform the tune-up until that was complete. They subsequently called us back following the update and availed of the service via a remote access session.
Should anything further be required, our support will be more than happy to assist once more.
Kind Regards,
The NortonLifeLock Escalation TeamCustomer Answer
Date: 08/01/2022
They are not including the fact that I called before that interaction and the employee told me there would be a two to three hour wait because the remote tool was not available.Business Response
Date: 08/10/2022
Hello,
We reviewed the cases and identified that the initial call was to our support team. Whom which provided instructions via chat on doing a remote desktop access. However, after providing the information there as a drop in connection and the session was lost. Which resulted in a followed up email sent by the agent, informing a loss in connection during the remote access and requested the customer to contact back to be assisted.
Kind regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:07/29/2022
Type: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.
A **** was sent to my brother after he had passed and they charged him . I sent a copy of his Death Certificate and my Personal Representative paper requesting a refund with no response. My letter came back. The amount was $499.00. The sales number was ****. The name on the account is ****** ***************************. It was for Norton 360 Premium.It showed up on his bank account on 4/26/22. My brother's death was 4/17/22.Business Response
Date: 08/08/2022
Hello,
Thank you for touching base.
Our sincerest condolences for your loss. We are more than happy to provide assistance, however we cannot locate the account in question. Would you be able to provide us with more information and a copy of the Death Certificate.
With regards to the charge, we would need the order number. It would either start with NP or AP. Which should be located either in the email received, or the bank charge.
Thank you.
Kind regards,
NortonLifeLock Escalation Team
Customer Answer
Date: 08/12/2022
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,
***************************
Here is a copy of Davids Death Certificate. Please let me know if you need anything elseInitial Complaint
Date:07/28/2022
Type: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 contact Norton LifeLock on July 8, 2022. I asked for receipts for payments from December 2020 and January 2021. Norton sent me my receipt from December 2020. The agent kept trying to send my January ******************************************** the December 2020 repeatedly. The agent said he would escalate the issue so that I would receive a receipt for the January 2021 payment. I have not yet received the receipt, and no one from Norton has contacted me.Business Response
Date: 08/03/2022
Hi There,
Thank you for contacting our team.
I have reviewed your case, and can confirm that it is being reviewed by the NortonLifeLock receipt department. Have reached out to them, to touch base with you as soon as possible.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 08/03/2022
My issue has not been resolved. The business said they would be contacting someone to send me a receipt, but I still have not received a receipt. The receipt should have been sent with the update.Initial Complaint
Date:07/26/2022
Type: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 don't know who this is and never orderd anything yet they are sending me an invoice?This person/company submitted a billing that phishing for payment: Please see the contact email and phone number:dessa <*****************************>10:10 AM (1 hour ago)to nortoncc2022, bcc: andyhoen Thank you for your order, Here is your details INVOICE NO.Product Details NOR2022AFNORTON 360 TOTAL PROTECTION Order Summary INVOICE NO.:NOR2022AF START DATE:2022-07-25 Finish Date:One year from ISSUE DATE Payment Mode:Auto debit from account Status:Completed ITEM TITLE QtyTotal NORTON 360 TOTAL PROTECTION (NOR2022AF)1$564.00 USD Sub-total$564.00 USD Discount00.00 Total$564.00 USD If you wish to not to continue subscription and ask for a REIMBURSE then please feel free to call our ****************** as soon as possible!You can Reach us on : +1 ( 888 ) ( 245 ) ****Business Response
Date: 08/05/2022
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/contactKind Regards,
The NortonLifeLock Escalation TeamCustomer Answer
Date: 08/05/2022
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.Thank you!
Regards,
*****************
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