Business Profile

Identity Theft Protection

Gen Digital Inc

Headquarters

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

1,157 total complaints in the last 3 years.
319 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.

Initial Complaint
Date:11/18/2024
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 May 14, 2023, NortonLifeLock Inc. charged $119.00 to my credit card ending in 8421 for an unauthorized renewal of their service. At the time, my card was locked, and I had explicitly requested the cancellation of the service. Despite my lack of consent and the product(serial number ************* not being used, ********************** processed the charge. Upon contacting their customer service, they acknowledged the error, apologized, and assured me that the amount would be refunded. I was instructed to wait for the reimbursement, which was never received. When I followed up, I was informed that the company had ultimately denied the refund due to their reimbursement window policy, even though the charge was unauthorized and the service was never accessed.I find this outcome unacceptable as it disregards the unauthorized nature of the transaction and the fact that the product has not been utilized. NortonLifeLocks initial apology and promise to issue a refund created the expectation of resolution, but their failure to follow through has caused unnecessary frustration. I am seeking assistance from the Better Business Bureau to mediate this issue and ensure I am refunded the $119.00 for a service I neither authorized nor used. This practice reflects poorly on a company of their reputation and raises concerns about consumer protection and accountability.
Business Response
Date: 11/19/2024
Hi There,

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

We have received your request and are investigating this request as needed. Once we have more information we will contact you directly.

Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 11/19/2024
I acknowledge and understand the need for an internal investigation to address this matter. However, based on my previous experience of duplicity , I have lost confidence in their ability to act in good faith. Therefore, I respectfully request that the BBB continue to oversee this dispute to ensure accountability and transparency. I will await their response with the findings of their internal investigation
Business Response
Date: 11/20/2024
Hi There,

We apologize for the past experience that you have had, but we will provide you an update once we have more information from the relevant team.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
Date:11/18/2024
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 purchased Norton Lifelock. My identity was stolen. I called Norton for help weeks ago and they still have not called me back. I tried to call again and the answering maching would not let me leave a new message. It says they have a message from me and will call back. They haven't. I have sent emails and they have not called me back. I would like a refund and all of my data deleted by them, including my credit card information. I do not want them to auto-renew my membership. I don't trust them at all.
Business Response
Date: 11/19/2024
Hi There,

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

Please confirm the phone number that you contacted as the most recent case we have for you us from August of 2024. Our customer service phone number is ************* for your reference.

Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 11/21/2024
I was told to contact ********** with any problems going forward after someone tried to get unemplyment in my name. She was unable to help me with that. Her number is **********************. I left 2 voicemail messages from 2 different numbers and sent at least 2 emails regrding a different issue. I found a phone number registered to my name and address. She answered one of the emails that she was busy and would call me back. No one has called me back. It is almost impossible to get anyone on the phone and when you do they are not helpful at all. I want my money back and all of my information delted including my credit card info for billing.
Business Response
Date: 11/21/2024
Hi There,

I apologize but we can confirm that who you have been in contact with is not associated with our company and they are a fraudster posing as our company. Please do not contact nor reply to any emails from them. As previously stated our most recent case we have in our system is from August of 2024.

Our customer service phone number is ************* which you can contact at anytime regarding account or billing queries. Regarding any identity theft related issues, please contact our Alerts Team at ************* Mon - Fri 6AM - 5:30PM MST for further assistance.

Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 11/25/2024
After logging into my account at ***************************** and calling the number listed on the Identity Restoration Support page ************** I was on hold forever and transferred several times until I was transferred to ********** who told me she would be my contact for now on and to call her at **********************. Her email is ************************************************************************************** Her information is:
*********
Certified ****************************** Specialist CITRMS XV and FCRA certified
Identity Restoration Specialist, Consumer Business Unit
O: ******************* F: ************
***********************************************
If this person is an imposter they came from Norton Lifelock. The number I called is from the same account that ********************** admits to having a claim from me in August. ************ is causing me more damage and is not helping me with my identity theft at all. The stress of this is worstening my medical condition. I just want this to be over with. Please just refund my money and leave me alone.

Business Response
Date: 11/25/2024
Hi There,

We appreciate the elaborate information that you provided as it is most helpful to confirm who you spoke with. That is someone with our Restoration Team and we have followed up with this agent to contact you and provided feedback as we should be contacting our customers in a timely manner as requested. We apologize for this inconvenience.

Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 12/02/2024
I called the number provided and they would not provide a refund. All they want to do is mine me for more and more information. I want out. Please give me a refund. **************** is not helpful at all. I have spent hours on the phone with no resolution. Please give me my money back and let me go. This situation is adversly affecting my health.
Business Response
Date: 01/06/2025
Hi There,

In order to provide a refund, the information that is being asked of you is to authenticate you into the account so we can confirm that we are speaking with the correct person for the account. We do apologize, but after further review we are not able to issue you a refund as your request for a refund is outside of the 60 days refund policy for annual subscriptions. You can see more information at the link below:

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

At this time, all we can do is disable the auto renewal to prevent future charges which we do. We apologize for any inconveniences.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
Date:11/14/2024
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.
I thought I might have been a victim of fraud so on 10/19/23 I signed up for 1 yr of Norton lifelock to protect my identity at the time. I no longer need their service and I had a reminder in my phone on 10/1/24 to cancel my subscription well before it expired. First I looked at my credit card statement and on 9/14/24 (over a month before my subscription expired) Norton charged me $135.30 for another year. On 10/1/24 I logged into my Norton account (s/n ************* and cancelled. Today I reviewed my credit card statement to look for the refund and it is not there. I contacted Norton via chat today 11/14/24 and informed them to refund my $135.30, I canceled and I did not want another year (chat ********) (their order number AP1549668664 where they signed me up for another year on 9/14/24). They said no, my subscription is older than 60 days. As you can see, it is not. Today is 11/14/24, my subscription ran through 10/19/24, they billed me on 9/14/24. I am clearly within all of their "timeframes". Norton is supposed to help prevent scams and I feel like they are scamming me! They should not have charged me over a month before my plan ended, they should have accepted my online cancellation, and even so my call to them today clearly warrants my refund. Please ensure Norton Lifelock refunds my $135.30 immediately. Thank you.
Business Response
Date: 11/19/2024
Hi There,

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

We have sent you an email notification letting you know that your subscription renews in October,and that we would charge a month before it renews to prevent any lapses in renewal. Nonetheless, you did contact us for the refund and cancellation of order AP1549668664 for ****** USD within the correct timeframe for annual subscriptions. We will initiate the refund to be issued back to your card on file and we will send you an email as confirmation that the refund has been submitted.

Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 11/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of the refund of the $135.30 to me 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:11/13/2024
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 charges twice for the month of December. 1st they said one payment was for Oct then Nov Regardless I didn't authorize paying twice for one month. I've also tried to cancel but all I get is lip service and no emails confirming cancellation. Thanks for your help. *****
Business Response
Date: 11/14/2024
Hello there,

Thank you for bringing this matter to our attention.

After carefully reviewing your account, we can confirm that two charges were processed in November. The reason for this is that we were unable to successfully collect payment for your LifeLock subscription in October, despite several attempts to charge the card on file. We sent multiple email notifications requesting that you update your billing information to resolve the issue.

While we were able to successfully process payments on November 11 and 13, please note that no charge was applied for the month of October. As a result, there was no error or wrongdoing in the charges applied.

We understand that this may have caused some confusion, and we truly appreciate your understanding as we worked to resolve this matter.
Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
Date:11/12/2024
Type:Billing 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 got a free trial to their Avast antivirus software. A week before I was to be charged, I attempted to cancel the upcoming charge. I could not cancel the upcoming charge, even though it said that I would be charged in X amount of days, my account showed no active subscriptions or payment methods. I used their website's mail form to contact them and I asked them to not process the payment I was not pleased with the software. I received no response from the company and they charged my account of ********. I contacted the company asking for a refund after the charge occurred, once again I have not heard from the company.
Business Response
Date: 11/15/2024
Hello *****,

I hope youre doing well.

Thank you for contacting us and for bringing this matter to our attention. We understand the importance of clear communication and regret that your earlier attempts to contact us went unanswered.

Please be assured that we are taking steps to improve our response times and customer service experience and prevent situations like this from occurring again.

Our Avast ************* team just sent you an email confirming that a refund has been processed. The funds will be credited back to your account within 7 business days.

If you have any further questions or concerns, feel free to reply to the email with case number ********. Were here to help.

Kind regards,
Avast Escalation Team
Customer Answer
Date: 11/15/2024

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
Date:11/11/2024
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 purchased Norton 360 protection on 1-21-11, good for one year, with auto renewal service, which included a pre-billing notification by email before subscription expires or is billed. I have not received any bills or notifications from Norton for years, as I no longer wanted the service. For months now, I have had pop-ups in the upper right of my computer screen (occurring once every 60 seconds) urging me to sign up again. I deleted them, but they just kept coming, forcing me to continue deleting them, as the offers covered information I needed. They are still coming, but now Norton has added a huge pop-up that covers almost 50% of my screen, so I have no choice but to continuously remove them -- although I can only do so temporarily, as it sends the ad past the top of my screen, out of sight until the next time I use my computer -- or turn it on. It will pop up while I am actually using my computer, which causes me to lose continuity. **** want is for them to STOP SENDING ME THESE ADS. It has gone on long enough. I called Norton and reported all the above to them and was told they would remove my old email and that would end the ads. When I turned on my computer just minutes later...there they both were again. I know this is not a serious problem, but it is constantly disrupting my attempts to use my computer easily, and I certainly never asked for them to send their ads, which I am still getting -- both the huge, middle-of-the screen one and the ones in the corner that say "click here to renew" -- indicating I closed my account long ago. This is an invasion of privacy and harassment, and at 84 years of age, I don't need anything that makes using my computer more difficult. I am hoping you can convince them to stop harassing consumers for months (it's been over a year for me)-- how many other folks are dealing with this invasion of privacy. Thank you for any help you can provide.
Business Response
Date: 11/12/2024
Hi There,

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

After review, we can confirm that your account with us has been canceled. Regarding the ads, we have submitted for your information to be removed, but please provide a screenshot of the ads that you are receiving so we can confirm if they are from us.

Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
Date:11/11/2024
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 joined Lifelock on Aug. 18 of this year. It is now Nov. 10. So far, I have only received advertisements from them but I am also a member of Experian Protect My ID and I get weekly notifications from them telling me all about the dark web surveillance and compromised social security number. When I ask Lifelock why I wasnt getting alerts they said there werent any which is belied by the amount of alerts I already have from Experian. I told them they werent doing their jobs and wanted a full refund several times in the last month and a half. Today, I was connected to the billing department and told them my story. She said I was no longer eligible for a full refund because that expires after 60 days but initially I had called within that time period and they did nothing. As far as I am concerned, they owe me a 100% refund as when I first started calling them I was within that ************************************************************** to billing department.
Business Response
Date: 11/14/2024
Hello there,

Thank you for reaching out. We completely understand your concerns and appreciate your patience as we look into this further.

Upon reviewing your account, we do see case notes documented prior to the 60-day ***** However, we are unable to locate a request to cancel within our money-back guarantee period.

Regarding any alert or notification not received, please note, Although our network includes a large number of companies, keep in mind that the network does not cover all transactions at all businesses. Not all merchants participate, and on occasion an application may be submitted by a lender or service provider that doesn't fall within our network. In limited circumstances, it's also possible that an application made within our network may not result in an alert.

That being said, if an alert is not generated by LifeLock, please rest assured that you would still have access to Million Doller Protection and our Restoration Team, who would step in to assist in the event of true identity theft.
We understand that this may be frustrating, and we are here to help clarify any further questions you may have.
Thank you,
The Norton and LifeLock Advancement Team
Initial Complaint
Date:11/06/2024
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.
Unable to cancel this product, no customer service email on website. Subscription doesn't show in account history, I actually had to create an account, so am not sure how I am being charged. I submitted a support question to *********************************************** and got an automated response to visit "*****************************************************************" Not sure who Digital river is or what they have to do with AVG.
Business Response
Date: 11/08/2024
Dear *****,
Thank you for reaching out, and I appreciate the opportunity to assist with your concerns regarding your AVG subscription and recent charges.

Id like to clarify that your order, which is associated with the email address ***************************** is a renewal for AVG Internet Security (Multi-Device). When your subscription was due for renewal, we sent a renewal reminder email to keep you informed of the upcoming charge. Following this, once the payment was successfully processed, an order confirmation email was sent to confirm your subscription renewal.

Currently, I can see that this order is marked as disputed. This status means that the payment is on hold due to a dispute that was raised, and were awaiting the result from ******. In the event that ****** does not issue a refund for this transaction, please forward me a copy of the dispute closure confirmation from ******. Once I receive this, I will proceed with further actions to resolve the matter for you.

To clarify the role of Digital River: they are our authorized payment operator, and they handle transactions for AVG subscriptions on our behalf. This is why you may see references to them in our billing communications and on your payment statements.

Thank you again for bringing this to our attention. Should you have any further questions or require additional assistance, please dont hesitate to reach out. Im here to help.

Best regards,
*****
AVG Customer Support
Customer Answer
Date: 11/08/2024
Below is transcript of ****** denial. Happy to forward to AVG if they will provide an email address.

Your ****** case: PP-R-PHB-********* case denied

This message is from a trusted sender.

Hello, ***** *******

Update on your case
We received the case(s) you filed on October 29, 2024.
We have reviewed this transaction(s) and are denying your case(s). This decision was made because if an item is materially similar to the seller's description, we do not consider it to be significantly not as described.
We're sorry for any problems you may have experienced with the transaction(s).
Transaction information
Dispute Case ID
******************
Transaction Amount
$106.74 USD
Dispute Amount
$106.74 USD
Transaction ID
8MV40518BN536021M
Transaction Date
October 29, 2024

Business Response
Date: 11/13/2024
Dear *****,
Thank you very much for reaching out and for sharing this update regarding the ****** denial. I appreciate you keeping me informed and providing as much detail as possible.

To facilitate the next steps, Ill be reaching out to you via our AVG ************** as well. You can expect a message directly from our BBB platform here, in addition to a separate email from the AVG **************this will allow us to continue the conversationon AVG side further.

Additionally, Ill be submitting the dispute cancellation request directly to our payment operator, who will investigate further. Ill keep you informed every step of the way, and Ill reach out to confirm once the dispute has been resolved and the refund for this order has been fully processed.

Thank you for your continued patience. Please feel free to share any other details or let me know if theres anything further I can assist with in the meantime.

Warm regards,
*****
AVG Support Team
Customer Answer
Date: 11/13/2024

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
Date:11/01/2024
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 had contacted ********************** in 2022 to cancel my Norton Lifelock service. On October 9, 2023 ********************** automatically renewed my subscription, charging me $385.86 (AP1488614356). I contacted ********************** immediately to inform them that I had canceled my subscription previously and did not want service. I also contacted my bank, *****, to inform them that I did not authorize the charge. ********************** agreed to reverse the charge. ********************** reversed the charge on October 10th, 2023 (AP1488614356). However, according to a recent call with **********************, the agent "failed to turn off automatic renewal." So ********************** billed me again for $385.86 on October 10th, 2023 (AP1488796957). I did not discover this until recently, when ********************** AGAIN tried to bill me on my old card number. I contacted ********************** on October 18th, 2023 to again cancel my service and tell them to reverse charges. They agreed to reverse charges within "48 hours." They failed to do so. So I contacted *****. ***** agreed to reverse the charge, then sent me a letter a few days later saying they were going to reverse the reversal because "********************** had already reversed the charge." This is negligence on behalf of *****. ********************** had only reversed AP1488614356, NOT AP1488796957. I informed ***** that they had not done their job properly and they rejected the claim anyway saying it was "over a year old" when I had informed them not to pay anything to ********************** in the first place and of the situation, and that I had only discovered this charge was still on my account recently. I also contacted ********************** again on October 30th, 2023, and ********************** assured me the charge would be reversed in 24 hours. I received no contact from **********************, and the charge still has not been reversed. Both ***** * ********************** are guilty of theft and wire fraud and this appears to be a pattern of behavior similar to what ***** did to its customers (locking them into subscriptions and making it difficult to cancel them).
Business Response
Date: 11/01/2024
Hello there,

Thank you for taking the time to write a review. I sincerely apologize to hear about your experience and for the inconvenience these issues has caused you.

Upon further review of the account transactions and previous case notes, we noted that a refund and cancellation request was received on October 9, 2023.

While the renewal of that subscription was refunded, the auto-renewal feature was not disabled. Therefore, I am pleased to inform you that we will be processing a refund for order number AP1488796957 in its full amount. Rest assured, the auto-renewal has now been disabled, and you will not incur any further charges.
Since the card on file is outdated, we will issue an offline refund via check to prevent any further delays. Please confirm that the address you provided to the Better Business Bureau is current. Once we have your confirmation, we will process your refund promptly, sending a check to your mailing address.

Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 11/01/2024
Do not refund by check. This is another unscrupulous business practice so you can avoid paying me back. Refund to my account directly by reversing the charge.
You can contact ***** with the transaction number, my account number, and reverse the charge.
You know this.
Business Response
Date: 11/06/2024
Hello there,

We understand your preference for receiving the refund back to the card on file. But due the issues with payment, this may not be successful. As per your request, we will first attempt to process your refund online, in hopes that the transaction proceeds smoothly. However, please note that we cannot guarantee the success of this online refund. If for any reason it fails, we will be required to issue a refund via check as an alternative.

We will initiate the online refund today, and an automated email will be sent to the email address address we have on file, containing the details of the refund. If you do not receive the online refund within 5-7 business days, please reach out to us directly.Should this occur, we will proceed with processing your refund by check.
Feel free to contact our member service and support team directly, by calling ***************. Thank you for your patience and understanding.
Kind regards,
The Norton and LifeLock Advancement Team
Initial Complaint
Date:10/30/2024
Type:Customer Service 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 Norton / Symantec 360 Deluxe installed on my computer. All the sudden it says I have a wrong password to open it although I use it daily. I have finally got the password changed and it wants another / different password. I get it changed and the computer password doesn't work. when I finally think maybe I got it because I'm signed into / onto my account I go to look or change my personal info it wants the password again. Type it in and all the sudden its the wrong password again. I have tried calling to get help getting this all straightened out and I can get nobody. I would like for an "American" who speaks fluent "English" to call me and help me get this all set back up. like normal. There is no reason to have 5+ passwords to use 1 product. It's never required it before. Its the same product on both my phone and computer and even they want different passwords. Once changed it still says wrong passwords. I'm getting sick of spending hours to try and open the stupid program.
Business Response
Date: 11/01/2024
Hello there,

Thank you for taking the time to share your review. We apologize for any inconvenience this has caused.

I can confirm that there should only be one password for your account, and you should not need multiple passwords to access your member portal. Additionally, we see that Two-Factor Authentication is not enabled, so that would not be the reason for your login issues.

We can initiate a password reset for you to see if that resolves the problem. Please ensure that your computer is not auto-filling your username or password, and that you are manually entering the latest password you set.

Let us know if you would like us to send a password reset, and well be happy to assist you.
Thank you,
The Norton and LifeLock Advancement Team
Customer Answer
Date: 11/01/2024
Knowing how much time I spent trying to get logged on to everything I would prefer to be on the phone with somebody so I can get this done the first time. I don't want to hear choose another password that I've never used. Now I use my normal password to log onto my account but now have a different password to open my vault. Whats weird is it made me change my password to logon to my account so I changed it but now it wont accept that password but accepts the original password I have always used for it. I'm afraid to change anything now because I spent a long time getting to where I am now.
Business Response
Date: 11/06/2024
Hello there,

Thank you for getting back to ***

Just to confirm, are you stating that you have been able to get logged back into both your vault and member portal?

It sounds that you may have successfully logged back in. Please be aware that our system has a security feature that limits the number of email requests you can make within a certain timeframe. If this limit is reached, it may temporarily lock you out from making additional attempts, but this is only a temporary restriction. Or if multiple password reset emails are requested at the same time, you have to ensure that the last email is used to reset your password as this is known cause issues.

Hope this finds you well, if you would like to go over any information that you still have questions about, 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.
************************************************************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Gen Digital Inc is BBB Accredited.