ComplaintsforGen Digital Inc

Identity Theft Protection

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Initial Complaint
07/31/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
fake business, a scam
Business response
08/02/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

After review, we can confirm with you that the email notice you have received is a scam and not from us. Unfortunately these types of support scams are all too common in the tech sector. Scammers will pose as legitimate companies in order to gather funds or information from customers. These types of scams erode trust between us and our members.

We would urge you not to respond to the email nor contact any phone numbers contained in a suspicious notice/email. If you are in doubt you can reach out for support 24/7 at our site: *******************************************

You can report any further spam or scam emails directly to us. See here for instructions: *******************************************sp/en/us/home/current/solutions/v138341527

Here is a support article with more information on these types of scams: **********************************************************************************************************************

For your reassurance, we did not locate any active accounts with any of your information attached. As is it a scam and not from us, there is nothing more that we can do. If you have any other questions, our customer service support phone number is *************.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Avast Software has charged me for the last 2 months. On July 1st I contacted them through a chat (see attachment) and had them cancel their software. Yet, today 7/29 I have been charged again for their software. I am also going to work with PayPay to have the charges reversed.I would like other people to know about the unethical practices of Avast Software. Any assistance retrieving my payment and cancelling this account would be helpful.Yours Truly,********************
Business response
07/31/2024
Dear Mr. ****************** you for bringing this matter to our attention.

We sincerely apologize for the inconvenience you've experienced with your recent charges from Avast Software. Our records show that you contacted us on July 1st to cancel your subscription, and it is concerning to hear that you were charged again on July 29th.

Please be assured that Avast ************* is prioritizing your case. One of our representatives will contact you shortly to address your concerns, assist with retrieving your payment, and ensure your account is canceled. Your case number is ******** for your reference.

We appreciate your patience and understanding as we work to resolve this issue promptly.

Sincerely,
Avast Escalation Team
Customer response
07/31/2024

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
07/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
My subscription amount had changed and was not notified by the company. Nor was I notified of when I was going to be charged.
Business response
07/30/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

After further review, we did send you an email notice to the email address on file @yahoo.com on 06/25/24 letting you know about the price increase as well as when you would be charged. At this time, we have issued you a refund per your request to the card on file. You will receive an email confirmation regarding the refund with refund details included. Your account has been cancelled out completely as well.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
07/29/2024
Complaint Type:
Product Issues
Status:
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.
I purchased Norton 360 Secured VPN on Oct of 23. I never activated the subscription. I now want to activate it and get the yr 1 yr subscription that I paid for. I am told by representatives that I will not get 1yr of protection. & that my subscription activates itself the moment I buy it. This is not possible as I would have to download Norton software into my computers and all else I am trynna to secure.I want a refund.. of my 1yr subscription that I paid for.
Business response
07/30/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

At this time we are not able to locate any accounts within our system, please provide an order number (starts with AP or NP) or the email address associated with your account so that we can look into your refund request.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
07/26/2024
Complaint Type:
Billing Issues
Status:
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.
Today on July 26th, I was charged for a annual subscription (automatic renewal). I logged in to my account to cancel the subscription and request a refund. The website is setup in a way that it will continuously loop the user if your trying to get a refund. I then tried calling the toll free number from the website and my call wouldn't connect, the phone would ring several times then it would hang up. This seems illegal, it shouldn't be this difficult to get a refund.
Business response
07/29/2024
Hello there,

Thank you for reaching out about your concern.

Under our 60-day Money Back Guarantee, the purchase of an annual subscription is eligible for a full refund, if requested within 60-days of the date of purchase. The purchase of a monthly subscription is eligible for a full refund, if requested within 14-days of the date of purchase. Subsequent monthly renewals are not eligible for a refund. You can review the cancellation and refund policy by visiting the following link to our website:

****************************************************************************************************1ve2lxk*_ga4_ga*LU5aa19rNlYwYVBUTE5SUE5DTXI.*_ga4_ga_FG3M2ET3ED*MS4xLjEuMTY4ODczNzQwNC42LjAuMA..

Feel free to contact our member service and support team directly, by calling *************** and requesting a refund. Hope this helps.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
07/22/2024
Complaint Type:
Product Issues
Status:
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.
I cancelled my subscription on 05/24/2022 but still continued to be billed monthly. I spoke to a supervisor who told me I was being billed -$29.99/mo from 07/10/2022 to 06/10/2023 and the payment increased after the first year to $34.99 from 07/10/2023 to 06/10/2024. They claim it was renewed when I know I never renewed it, and that they couldnt issue me a refund. They also claim that I successfully ended the automatic renewal last month on 06/28/2024. What bothers me is that I called and it was supposed to have been cancelled. I feel I am being cheated because when you cancel a subscription. Reasonably youd expect that auto renewal would as stop as well. Im very upset because Im on a fixed income and cant afford to give money away. I want a refund and I will NEVER deal with this company again nor will Family or Friends. Im very upset about getting the run around. Please assist me with getting a refund? Thank you.
Business response
07/23/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

We understand that you are requesting a refund as you state you had cancelled your account with us in 2022. We are needing to conduct an investigation to better review your refund request and we will contact you directly once we have more information for you. At this time we do not have an ETA as to when the investigation will be completed, but again we will contact you once we have an update. We apologize for any inconveniences this has caused you.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
07/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I use Norton's Password Manager tools. This allows me to create and manage more secure passwords for the dozens of accounts, website, etc. that I use personally and professionally. I enabled their Two-***************************** utilizing an authentication app on my phone. Recently I moved to a new mobile phone, and unfortunately I was not able to transfer the entries in my Authentication app from the old phone to the new phone. As part of Norton's TFA system, they provide a set of "backup codes" for use when the normal TFA service is not available. I tried to log in to Norton's suite of services (www.norton.com), but was unable to find a link or directions on how to enter the "backup codes" within the sign-in sequence. I reached out to Norton's ******* services through Chat for the first time around June 6th or 7th, 2024. The support technician remotely logged into my PC and verified that the expected link for using "backup codes" was not available. I was told that Level 2 support would be notified and to expect an email of phone call withing 72 hours. I did not receive any response from Norton Level 2 support. On June 8th I left for a vacation and returned on June 21st. Since returning, I have reached out to Norton support via Chat or Phone on 4 different occasions. Each time I have been told that my case is being worked on by Level 3 support personnel and that they will contact me in ***** hours. No contact has been made by Norton support personnel. It has now been over a month since my initial support request with no resolution. I am in the process of finding and updating the dozens of passwords and other secure notes that I stored in my Password Manager. My case number with Norton is ********
Business response
07/22/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

After review, we were able to locate the case number that you provided and can confirm that your issue is still being worked on. We apologize immensely for the time that it is taking to resolve your issue, but rest assured as the relevant team is working on it. As this is a technical issue, the relevant team is confirming the cause and working on a resolution. Unfortunately there is not current ETA as to when this issue will be resolved, but once we have more information we will contact you directly.

Thank you,
The Norton and LifeLock Advancement Team
Customer response
07/22/2024
While I understand that technical matters can take time to resolve, I am not satisfied with the response provided. I made my first support request on June 30th, 2024. During that exchange I was informed that I would contacted within 72 hours with an update or resolution to my case. I was never contacted. In subsequent support requests, I have repeatedly been told that the case was being worked on, and I would be contacted within ***** hours with an update or resolution. I specifically requested to be kept informed of the progress of my case, and was informed that Norton support agreed to that request. I have never been contacted by anyone from Norton's support team about my case. This response to the BBB is more of the same non-specific language that I have heard too many times. I would be satisfied if a flesh-and-blood human contacted me with an explanation of 1) what is the technical issue that they are trying to resolve, 2) why this is taking such a long time, and 3) when they "expect" to have the issue resolved. As a registered Professional Engineer and ******* Systems Engineer I believe that I am competent enough to understand the technical aspects of the problem they are attempting to solve. The delaying tactics and non-specific language tell me that this situation is not being taken seriously and that no personnel are actually working on the issue.
Business response
07/24/2024
Hi There,

We understand tremendously the frustration that you are experiencing, but that is what the Tech Team is currently doing - they are investigating the cause of the issue.As previously stated, there is no current ETA as to when the issue will be resolved, but once we have more information we will contact you directly.

Thank you,
The Norton and LifeLock Advancement Team
Customer response
07/25/2024
As my ability to access my account has still not been resolved, I have chosen to keep this complaint active. That is the issue at the heart of my complaint. I can appreciate that it may take some time to determine cause and affect a resolution. I have requested transparency of the activity being taken by Norton Support through regular communication. To date, all communication in regards to my account access issues have been initiated by me. At no time have I been given any solid information as to the mitigation efforts that Norton Support is taking to resolve the issue. This makes me skeptical that the issue is being worked on at all. Therefore, I feel it is in my best interests to keep this complaint active until I have regained access to my account.
Initial Complaint
07/21/2024
Complaint Type:
Product Issues
Status:
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.
On July 20, 2024, I attempted to DELETE MY DATA from the Lifelock Ultimate Plus account. I was not renewing this account. For security purposes, I wanted all personal data and other such identifying data to be deleted from their servers, as their website indicates is possible.The attempt was rejected with the message to contact ***************** which I did. At approximately 1:30 pm Eastern time on July 20, 2024, I spent the next hour with no resolution to my request. The representative made an attempt to Delete My Data but received an alert that she was unable to do so. She then instructed me to place a request on another website with a service called Gen Digital. I did as instructed and received reference Request ID: **********. This reference instructed me to log into the Lifelock account that had just been deleted, at my request. And if unable to Delete My Data to contact Customer Service.This circular reference is poor and the basic reason for my desire to cancel the Lifelock account and delete all the data they have on me. They seem to employ individuals from other countries and those individuals can only sell you an account. They are unable to accomplish other tasks without contact to ************ as they refer to them. While these individuals are nice, the task at hand is not accomplished.As of this morning, July 21, 2024, I have not received notice that my data has been deleted. I did log into their Gen Digital website to find no reply to my request. I provided notice to them I would file a BBB complaint, which I am doing.
Business response
07/24/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

We understand that you are requesting a refund as you state you had cancelled your account with us in 2022. We are needing to conduct an investigation to better review your refund request and we will contact you directly once we have more information for you. At this time we do not have an ETA as to when the investigation will be completed, but again we will contact you once we have an update. We apologize for any inconveniences this has caused you.

Thank you,
The Norton and LifeLock Advancement Team
Customer response
07/25/2024
NO REFUND HAS BEEN REQUESTED. DELETE MY DATA WAS THE REQUEST. Norton and Lifelock Privacy Team, General Digital **** informed me on July 22, 2024, via direct email, they were required by California Law to retain my data. I live in *******, however. They did indicate removal of my social security number and birth date could be done if I requested that. I sent a reply to them via their digital platform on July 23, 2024 to delete those data. Now Norton and Lifelock Advancement Team are talking about a refund I did not request. This issue has not been resolved to my satisfaction.
Business response
07/30/2024
Hi There,

We apologize and understand that you are wanting to have your information removed from our systems. As previously stated, we are conducting an investigation for your request and once we have an update for you we will contact you directly. We apologize for any inconveniences this has caused.

Thank you,
The Norton and LifeLock Advancement Team
Customer response
07/30/2024
They have still not removed my social security number and birth date (at a minimum) from their files. This matter is not resolved until that data, at minimum, is removed from all their systems.
Initial Complaint
07/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a firewall from this company with a 5 year length and 24/7 tech support. The stipulation was that I had to make contact with the company once a month to touch base. They never provided me with a receipt or a confirmation for this order For the first two weeks everything went well then all of a sudden they called wanting $500 more and when I refused to pay because the $795 was supposed to be the full charge , they stopped answering my support calls and my WiFi somehow got hacked even with their $795 firewall. I would like a refund for this scam.
Business response
07/22/2024
Hi There,

Thank you for contacting our team.

Upon review of the attachment you provided with your notes, it shows that the merchant name is "One Solutions LLC". Unfortunately we do not have any association with One Solutions LLC. Please contact them directly, as we are not locating any accounts with your information within our system. We apologize for any inconveniences.

Thank you,
The Norton and LifeLock Advancement Team
Customer response
07/22/2024
avg transferred me to one solutions stating that was the company they used for Tech Support. They insisted I could not pay by card online because it was so unsafe because of my hacking situation so they would only except a check. Now they are stating it never happened because of the way that they made me do it. There is no way it can be proven. A complete scam and theyre lying about it
Business response
07/24/2024
Hi There,

We apologize for this experience as previously we were not aware that you were initially in contact with AVG. This detail does provide us the ability to escalate your issue to the AVG/AVAST Escalations Team. We will inform them of your issue,they will investigate, and contact you with updates. We apologize for any inconveniences this has caused.

Thank you,
The Norton and LifeLock Advancement Team
Customer response
07/30/2024

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
07/18/2024
Complaint Type:
Product Issues
Status:
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.
I received a invoice from Norton on 7/18/24. invoice #******* for $299.99. I had cancelled this years ago(anyway I tried and thought they had cancelled it. They said they had cancelled it. I called to cancel today and he kept giving me the run around. I went on my computer to try to cancel it there when I got home and they make it next to impossible to cancel. They have not billed my credit card yet but I would like to stop them before they do.
Business response
07/19/2024
Hi There,

Thank you for contacting our team and bringing this to our attention.

After review, we can confirm with you that the email notice you have received is a scam and not from us. Unfortunately these types of support scams are all too common in the tech sector. Scammers will pose as legitimate companies in order to gather funds or information from customers. These types of scams erode trust between us and our members.

We would urge you not to respond to the email nor contact any phone numbers contained in a suspicious notice/email. If you are in doubt you can reach out for support 24/7 at our site: *******************************************

You can report any further spam or scam emails directly to us. See here for instructions: *******************************************sp/en/us/home/current/solutions/v138341527

Here is a support article with more information on these types of scams: **********************************************************************************************************************

For your reassurance, we did not locate any active accounts with any of your information attached. As is it a scam and not from us, there is nothing more that we can do. If you have any other questions, our customer service support phone number is *************.

Thank you,
The Norton and LifeLock Advancement Team

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