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

  
• 

  Gen Digital Inc

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

• 

  Gen Digital Inc

  4101 Yonge St Suite 501 North York, ON M2P 1N6

  
• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

• 

  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:04/25/2025

  Type:Sales and Advertising 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 have not been using Norton Lifelock, I recieved an email on the renewal. The Email was from a third party and appeared to be a possible SCAM. I called the customer service before the renewal to cancel. Both times the agent had a bad accent and was very hard to under stand. I told them I was not using it and wanted to cancel. I believe the agent was talking about some type of form but I could not understand him. On the second call I requested a Supervisor several times and he hung up on me.

  

  Business Response

  Date: 04/29/2025

  Hello there,
  
  Thank you for contacting our team.
  
  The email you received is likely a phishing attempt in no way affiliated with Norton or LifeLock. 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.
  
  This could be a scenario where a scammer or scammers are impersonating Norton through fake emails designed to trick consumers and steal their money and personal information. Please do not respond, download attachments, or click on any links in the email. Bellow I have attached some useful links to help you determine a scam email from a legitimate email from Norton LifeLock.
  
  You can verify the legitimacy of correspondence sent from NortonLifeLock here: ************************************************************************************
  
  More information about the fraudulent use of the NortonLifeLock brand can be found here: ********************************************************************************************************
  
  Should you receive any further scam emails, you can report them to us via the details located here: *************************************************************************************
  
  Hope this finds you well, if you have any questions, if you are to see a charge on your account, please feel free to contact our member service and support team directly, by calling ***************. For any additional queries our support can be reached via the link below.
  ************************************************************************
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 04/30/2025

  
  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:04/22/2025

  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.

  opened a spouse Lifelock account and it has been virtually unusable. generally the user password NEVER works and one time password has to be requested anywhere from 5-10 times with limited success. New password resets never work and the process ALWAYS REPEATS when attempting to access this account. Then, even IF THE ACCOUNT can be accessed the dashboard does not appear, credit reports can not be viewed, etc. the sole purpose of the account and services contracted and paid for are not being provided and the company REFUSES TO MAKE A REFUND OR FIX THE ACCOUNT. Numerous and repeated called to customer support have proven *************** another call to support was made and the representative had the audacity to tell me the refund request was sent to a higher department but no one could tell me when or if a refund would ever be made. she said I need to just keep checking.... A decent argument can be made this is elder abuse and borders on fraud when we have been knowingly charged for services they know they are not providing, will not provide, and have no intention of providing. IF we can not check credit alerts or credit reports their services are NOT WHAT WHAT PAID FOR. Can't determine total to refund because one account shows no start, end, or invoice information. We want all Norton accounts closed and all payments refunded so we can obtain credit monitoring and security software that works as contracted for. We demand refunds for both husband and wife for all norton accounts. We do know of one payment made 12/20/2024 for the amount show below. However there was a separate charge when ******** my account was added. We have MULTiple case numbers and repeated promises support or someone will call us back and it NEVER EVER HAPPENS, it is a bold face lie.

  

  Business Response

  Date: 04/29/2025

  Hello there,
  
  Thank you for reaching out to our team.
  
  Upon reviewing your account, we can confirm that refunds have been issued for both order number AP1566913548 and order number NP1551724439. As both orders fell outside our standard refund policy, our front-line agents were initially unable to process your request. It was therefore escalated for further review. Following this review, the request was approved, and the refund was credited back to the original payment method.
  
  Kind regards,
  NAM Advancement Agent

  Customer Answer

  Date: 04/30/2025

  
  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:04/16/2025

  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 received an email advising me that my annual subscription for Norton computer protection has been automatically renewed and that if I wish to discontinue or cancel then I should contact them.The number given is ************** I have tried this number multiple times to cancel this subscription but the line cuts off after one ring.Since the amount involved is $299.00 I am more than a little concerned that although I am told I can cancel there is no way I can communicate this.

  

  Business Response

  Date: 04/21/2025

  Hello there,
  
  Thank you for reaching out to our team.
  
  Weve reviewed the order number you provided, and after searching our system, we were unable to locate any charges associated with it. Our records show that while you were previously a customer, there have been no transactions on your account since 2020.
  
  Based on the information you've shared, it appears the email you received may be a phishing attempt and is not affiliated with Norton or LifeLock. While it's unlikely any charges were made to your account, we recommend reaching out to your financial institution to confirm and ensure everything is secure.
  
  Unfortunately,scammers often impersonate trusted companies like Norton through fraudulent emails to obtain personal or financial information. We strongly advise against responding to the message or clicking on any links or attachments it may contain.

  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:04/10/2025

  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.

  Tuesday, April 8, 2025, my dad contacted **** with Lifelock ************, regarding some malware he had on his computers. **** said it was due to a faulty router and used log me in to get into my dads laptop and desktop computers and installed three icons related to Norton. A week/two prior, my dad was online at ***** ****** Hospice House using their Wi-Fi when he started getting spam pop-**** This prompted him to call ****, no idea how/where he obtained his phone number. **** said hed help and asked my dad to send him a check for $300. In the meantime,. I had asked my dad about this whole thing and warned about being a scammer. Wednesday, April 10 my dad realized he may have been scammed and unplugged all computers. Including the router. That prompted me to do some digging. I googled the phone number for **** ***********) and noticed others had also been scammed by him too. My dad never sent the check, contacted his bank and is monitoring other accounts.

  

  Business Response

  Date: 04/15/2025

  Hi There,
  
  Thank you for reaching out to us. Im very sorry to hear that your father may have been targeted by a scam.
  
  This does sound like this was a scenario where a scammer or scammers were impersonating Norton designed to trick consumers and steal their money and personal information.Please do not respond, download attachments, or click on any links to any future inquires. Bellow I have attached some useful links to help you determine a scam email from a legitimate email from Norton LifeLock.
  
  You can verify the legitimacy of correspondence sent from NortonLifeLock here: ************************************************************************************
  
  More information about the fraudulent use of the NortonLifeLock brand can be found here: ********************************************************************************************************
  
  Should you receive any further scam emails, you can report them to us via the details located here: *************************************************************************************
  
  Hope this finds you well, if you have any questions, please feel free to contact our member service and support team directly, by calling ***************. For any additional queries our support can be reached via the link below.
  ************************************************************************
  
  Kind regards,
  NAM Advancement Agent

• Initial Complaint

  Date:04/08/2025

  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.

  We paid for a subscription, to include 10 licenses, to utilize the ********************** suite of products on our devices. To date, we're using 5 of the 10, leaving 5 available for use. When I attempt to install these applications on my new iphone, I constantly get the error that there are no licenses available. This is incorrect. I've contacted their technical support, who was of zero assistance. I requested a call back from someone who could help, no call has been received. I emailed Corporate Leadership pleading for help, and again, zero response. Their product is UNUSABLE at present. I've faithfully paid for the subscription which at this point, *** is REFUSING to deliver. This is very close to the definition of FRAUD. Either they can meet the terms of their agreement and enable the use of the licenses for which I have paid, or they can refund my subscription cost.

  

  Business Response

  Date: 04/11/2025

  Hello there,
  
  Thank you for reaching out to **. We sincerely apologize for the experience youve had so far.
  
  After reviewing your profile,  I can confirm that your this matter has been Escalated to our Escalations team for further assistance.
  
  Our team is currently looking into your concern under case number ********, and will contact you directly once we have the chance to thoroughly investigate the issue. Thank you for your understanding and cooperation
  
  Sincerely,
  The Norton and LifeLock Advancement Team 

  Customer Answer

  Date: 04/14/2025

  We've been in contact with the escalation team, and they know less than the other individuals we've spoken with.  Their guidance has been wrong, misinformed and have not resulted in a resolution.  It's shocking, honestly.  

  This can be closed at this time - I have no more patience to deal with this.  We will simply NEVER, EVER use Norton products in the future.  Please spend my money wisely; it is the last you'll ever see.  

  

  Business Response

  Date: 04/22/2025

  Hello there,
  
  Thank you for your message. Were truly sorry to hear about your experience and understand your frustration. Please know that your feedback has been heard and taken seriously.
  
  While we regret that we could not meet your expectations this time, we respect your decision and appreciate the opportunity we had to serve you. Your comments have been shared with the appropriate teams for review, as we are continuously working to improve our service and support.
  
  If theres anything further we can do to assist you or bring clarity to your concerns, please dont hesitate to reach out.

  Sincerely,
  The Norton and LifeLock Advancement Team 

• Initial Complaint

  Date:04/08/2025

  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 a trial subscription to their software. I tried to cancel it before I am charged, but they have informed me they cannot help me cancel because I cannot find the original order number.

  

  Business Response

  Date: 04/11/2025

  Hello there,
  
  We appreciate you bringing this issue to our attention. At this time, we are unable to locate any subscriptions based on the information provided to the BBB. However, we are more than happy to investigate this matter further. Could you please provide the email associated with your Norton or LifeLock account, or if possible, the order numbers linked to the transaction?
  
  Sincerely,
  NAM Advancement Team

• Initial Complaint

  Date:04/07/2025

  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 was going thru my credit card the other day and I found three charges from Norton Lifelock. I do have a Norton 360 Subscription. I have signed up for a trial subscription of one of their products, but I cancelled it immediately. Now I have two charges for products I do not want and I do not use. They must make the cancellation process impossible, and you end up being charged. I called their customer service **** and they were horrible. Did nothing to resolve my issue and kept re-reading the same thing over and over again. ******** customer service. It makes me want to never have a Norton Subscription ever again.

  

  Business Response

  Date: 04/07/2025

  Hi There,
  
  Thank you for taking the time to write a review. Im sorry to hear about your experience.
  
  Most of our services are offered as automatically renewing subscriptions to help our customers avoid lapses in their service. With an automatically renewing subscription, our customers are automatically billed each month or year (depending on the type of subscription they selected) so they have continuous access to their service without having to worry about expiration dates.
  
  Subscription renewal can be cancelled through customers account or by contacting us before the day on which they are due to be charged.  
  
  In accordance with our 60-day money-back guarantee, our agents are unable to process refunds outside of this policy as they are unauthorized to do so. I can confirm that we have now disabled your Auto Renewal and you will no longer be charged. You can review the cancellation and refund policy by visiting the following link to our website:
  
  ****************************************************************************************************1ve2lxk*_ga4_ga*LU5aa19rNlYwYVBUTE5SUE5DTXI.*_ga4_ga_FG3M2ET3ED*MS4xLjEuMTY4ODczNzQwNC42LjAuMA..
  
  For any additional questions or concerns you can contact our member services team by phone at ****************.
  
  Sincerely,
  NAM Advancement Team

  Customer Answer

  Date: 04/09/2025

  The customer service people I have spoken to at Norton are worthless and have zero ability to resolve my problem

  

  Business Response

  Date: 04/15/2025

  Hi there,
  
  We are sorry you have had such a bad experience. Please contact our team for any further assistance by phone at ****************.
  
  Sincerely,
  NAM Advancement Team

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair 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 purchased Avast software product. It did not work as expected. Multiple attempts to obtain refund had no results. Previous attempt through BBB (Avast directly) had no response. I believe the company leaves dissatisfied customers with no recourse til the ****** money-back guarantee expires; in addition, I saw on their community forum when customers cancel 'subscription' that doesn't work either, as money is taken from customers' bank accounts before the subscription date. I'm entitled to full refund, AND for my 'subscription'/service to be cancelled.

  

  Business Response

  Date: 04/08/2025

  Dear Ceetee,

  Thank you for your BBB submission and for bringing this matter to our attention. Im writing you in regard to your recent concern about your Avast purchase and the difficulties you encountered when trying to obtain a refund.
  
  First of all, I truly regret to hear that the product did not meet your expectations and that your experience with our refund process was anything less than smooth. Your feedback is not only appreciated, but also incredibly important as we continue to evaluate and improve the way we support our users.
  
  Ive located your order ADP1588277677 in our system, and Im pleased to inform you that Ive personally issued a full refund. The amount will be returned to the same payment method you used during the purchase. You can expect to see the funds back in your account within the next 57 business days, depending on your banks processing time.
  
  Additionally, I can confirm that your subscription has been fully cancelled, and there will be no further charges going forward. You will not be billed again unless you decide to make a new purchase manually in the future.
  
  Im truly sorry to see you go and that the service did not live up to your expectations. We aim to provide solutions that enhance security and peace of mindnot add frustration. Your feedback has been shared internally, and we take it seriously as we work to improve the experience for all users.
  
  If theres anything more I can assist you with, or if you have any remaining questions or concerns, please dont hesitate to let me know. Ill be more than happy to help.
  

  Warm regards,
  *****
  Senior Customer Support Specialist

   

  Customer Answer

  Date: 04/09/2025

  
  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,
  
  Ceetee ********

   

  Note:  I received an email yesterday stating the refund would be sent.  However, as my bank issued me a new debit card, I probably won't be able to receive it.  I went to my Avast account to change payment info, but could not access payment info because my subscription was cancelled.  
  
   

  
  

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair 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 signed up for a free trial for their Avast computer products. I forgot to cancel it, which was my fault. I got charged through my ******. However, their website states they offer a 30 refund policy, no questions asked. "Any subscription purchased within the last 30 days is eligible for a refund" according to their website. I started to request a refund the DAY OF THE CHARGE. I have tried to chat, email, and call their customer service and spent HOURS trying to reach a human for the past month to invoke their refund policy. I have heard nothing. I tried to dispute the claims through my ****** but because I forgot to cancel the trials, the dispute was denied. I now have two charges, one for $107 and one for $71 and this company, I believe purposefully, makes it so that nobody is reachable to process refunds. There is no way this level of unavailable is accidental. It allows you to click through to "Request a refund" and then says "Wait, we want you to speak with a human, Call this number to cancel." But don't worry, nobody will ever answer.

  

  Business Response

  Date: 04/08/2025

  Dear Katy,
  
  Thank you for reaching out to us and for submitting your BBB request. Im writing you in response to your concern regarding the recent charges and your experience with requesting a refund.
  
  First of all, I truly appreciate the time you took to share the full background and frustration youve experienced while trying to get assistanceespecially when you were simply attempting to act within the stated 30-day refund window. I understand how important it is to have quick and easy access to customer support, and I regret that the process felt overwhelming and unresponsive on your end.
  
  Ive reviewed your case and checked our internal systems regarding the two orders you referenced:
  Order #ADAP1590316851
  Order #ADAP1590130174
  
  Im happy to inform you that both of these orders have already been successfully refunded in full. So it looks like your refund requests were indeed processed and completed by our team, despite the difficulties you had in reaching us earlier.
  
  You should see the refunded amounts reflected in your ****** account or associated bank account shortly, if they havent appeared already. If you do need any confirmation documents or have trouble locating the funds, feel free to reach outId be happy to assist you further.
  
  Thanks again for your patience and persistence. Im glad this has now been resolved, and of course, if you have any additional questions or need help with anything else, dont hesitate to let us know.
  
  Warm regards,
  *****
  Senior Customer Support Specialist

  Customer Answer

  Date: 04/09/2025

  
  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:03/26/2025

  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.

  March 24, 2025 $54.99 Anti-Virus software I cancelled my subscription to them last year They did NOT try to help me.

  

  Business Response

  Date: 03/27/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We attempted to locate your account with the email address you provided via the BBB, but we are not able to locate any account. Please provide the email address associated with your account and/or provide an order number (usually starts with AP or NP)so that we can locate your account and review your refund request.
  
  Thank you,
  The Norton and LifeLock Advancement Team

  Customer Answer

  Date: 03/31/2025

  I was never told that I needed to set up an account with you guys for this to work.

  

  Business Response

  Date: 04/02/2025

  Hi There,
  
  I am requesting the email address on your account that you are requesting a refund for. If you are unsure of the email address that is on your account, please provide an order number (usually starts with AP or NP).
  
  Thank you,
  The Norton and LifeLock Advancement Team

  Customer Answer

  Date: 04/03/2025

  I want a complete and total refund from you guys. No more delaying tactics, no more hard sells, just give me back my money.