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

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  
• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

• 

  AVG Technologies USA, Inc

  149 Bluxome St San Francisco, CA 94107-1507

• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

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:01/30/2023

  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.

  In August of 2022 i have paid 37 dollars plus a month up until now. My phones, identity has partially been stolen and after long talks with LifeLock. They said that most of my issues and problems I was facing would be resolved. They have not been resolved at all. I keep calling LifeLock to resolve issues with identity, devices being hacked, accounts being stolen along with my LifeLock account itself. My ex gf has been hacking into my accounts over and over for the past 4-5 years. Information keeps being messed pertaining to LifeLock with my Network and LifeLock itself. Because of the lack of repsonsbility and knowhow regarding all of what I have explained. LifeLock is responsible for not reaching out to resolve whatever issues I personally have. Because of this I would like a full refund.

  

  Business Response

  Date: 03/08/2023

  Hi There,
  
  Thank you for contacting our team.
  
  Were sorry to hear that you wish to cancel your subscription. We have received your cancellation request and have disabled your auto renewal.
  
  If you believe you have been a victim of true Identify theft, where an application has been submitted using your PII for Credit Cards, Loans, Cell Phones, Utility Companies, the alerts department is designed to help you through this process.
  
  We would also encourage you to reset passwords to all account you suspect of being compromised
  
  Kind regards,
  Norton LifeLock Advancement Team

• Initial Complaint

  Date:01/29/2023

  Type:Sales and Advertising 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 01/28/2023, Norton charged me for the full amount of $109.99 + tax for an annual renewal fee, even though I had originally subscribed through a monthly payment plan. They even charged this amount to my account on a Saturday, no less. When I contacted them to find out why they charged this fee without notifying me in advance, I was told that the pre-billing notification email had possibly gone to my Spam folder. I then located the email in my Spam folder, which I found strange since other emails from Norton did NOT go to my Spam folder, including the one notifying me that I had been billed. I've now been told that I must wait 5-7 business days for a refund. To the best of my knowledge, I thought I would be able to renew using the monthly payment plan. Being charged for this amount without proper advance warning (i.e., not mysteriously winding up in my Spam folder) is causing me undue financial hardship, as I did not expect this charge and it may result in my account being overdrawn. I wish to have my refund expedited ASAP. It should not take 5-7 business days for a refund for a charge that I did not authorize. I originally signed up for the monthly plan on September 24, 2022, so it hasn't even been a FULL YEAR since I've had the account anyway. The original enrollment email said my plan would auto-renew on MARCH 4, 2023 and said nothing about being billed EARLY on 01/28/2023. I also fully expected to be notified in ADVANCE and to be given the option to renew under the MONTHLY PLAN that I originally subscribed under.

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team.
  
  We apologize for the inconvenience you had in regards to your billing issue. Sometimes our emails do go to the spam folder, but you can try to add our email to your email contact list to avoid our emails going to spam.
  
  After reviewing the status of your refund, it does show on our end that we issued it on 01/28/23.If you have not received it please contact your bank.
  
  Your account does show that it is under an annual subscription still, if you would like to switch to a monthly subscription please contact us directly to update your account as such.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

• Initial Complaint

  Date:01/26/2023

  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 am making a complaint on a calked LifeLock which their corporate office is located in *****, **. On December 17th 2022 I asked for subscription to be cancelled and email was sent stating that it was cancelled but I have noticed when I signed up for LifeLock on December 17 ************************************************** there system from 7 to 8 years ago maybe more than that and it was odd to me if I had cancelled my account years ago why would you still access to my information like especially when I have notified all 3 bureaus and social security office and the ***************** and IRS of my identity has been stolen and I also have a fraud alert on all of those companies listed and this company still have access to my information and lately I have received 4 emails from this company on January 17 2023, January 23 2023, January 25 2023, January 26 which is today at 9:27am this morning telling that new report activity detected which they are intentionally and purposefully and knowingly doing this on purpose towards me after I told you to cancel my account that means removing my personal information from their data base which they never did from years ago as well. I documentation of emails sent by LifeLock themselves and when I called them on this past Sunday they wanted to verify information on my account that when I signed up didn't put on my account I still have access to my account and I know what information was inputted on there. They asked to verify and icloud email which I don't have and never had and that right was suspicious to me as well that someone from there company has been spying on me or monitoring me illegally and invading my privacy which is extremely illegally and a lawsuit. Then they also have a number that was listed in my account that don't have and that isn't the number in my account either which also suspicious to me as well how when I asked for them to cancel my sccoumt in December 17 2022 and I had verified my info with them and pass it and the information given wasn't what they are now saying for me to verify which sounds to me that they are wanting me to give them info to them for someone to gain access to my account or to me which the information isn't correct.

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We would like to reassure you that it does show in our systems that your account has been canceled and no longer active and we apologize for the inconvenience.
  
  You should no longer be receiving emails from us.

  If you are, you can opt-out from receiving our emails at the link below:
  *************************************************************************************
  
  Kind Regards,
  The Nortonlifelock Advancement Team

• Initial Complaint

  Date:01/25/2023

  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.

  On 1/16/2023 I tried logging into my LifeLock account & found my password didn't work. Changing the ** required entering my current one.. So I tried calling LifeLock using their listed number. My call was answered by someone who said he was with Norton & responded to my ** question by telling me my data had been hacked & he could fix it. It eventually became clear that he was not with Norton but was an identity theft hacker. It's now 1/25/2023 & I'm still working to clean up the **************** my personal & financial information.

  

  Business Response

  Date: 03/08/2023

  Hi There,
  
  Im sorry to hear about your experience and that our staff didnt meet the level of service we strive for.
  
  When a user clicks Forget password, they enter their email address and LifeLock sends the below email.Clicking on the link brings up a password reset page where the customer is prompted to enter a new password, completing the account recovery process. This process if done correctly this would not require entering your current password.
  
  Recover your Norton LifeLock account
  ************************************************************************************
  
  You can verify the legitimacy of correspondence sent from NortonLifeLock here: ************************************************************************************
  
  Kind regards,
  Norton LifeLock Advancement Team

  Customer Answer

  Date: 03/10/2023

  I understand that the change password process you described in your response to the BBB is WHAT WAS SUPPOSED TO HAPPEN. However, that's not what happened on 1/16/2023 when I was unable to login to LifeLock/Norton so tried to change my password.

   

  I understand the the Change Your Password procedure you described in your response to the BBB is what was SUPPOSED TO show up. However, the form that actually appeared wouldn't let me change my password unless I entered my current password.

  If I'd known that the call I then placed to the **************** number for **********************/********************** would be answered by an identity theft scammer, I would have taken a screen shot of the Change Your Password screen I saw.

  I've since dealt with the long aftermath of having given the identity theft scammer information while I still believed I'd reached LifeLock/ Norton & he was a Norton tech employee as he claimed to be.

  My purpose in filing the BBB report was to alert you & the public that an identity theft scammer had successfully hacked your **************** number.

   

   

  

  Business Response

  Date: 03/13/2023

  Hi there
  
  Thank you for contacting our team.
  
  I apologize for the misunderstanding and miscommunication that led to my previous explanation. I appreciate your time and effort on letting us know about this matter. We take something like this very serious and would like more information about this interaction.
  
  Would you please be able to provide the phone number you called, that was listed?
  
  Was there a case number or reference number provided to you on the call?
  
  Was any personal identifiable information provided as a result of this call?
  
  Please feel free to contact us directly through this secure link for any support or questions.
  ******************************************************************************
  
  Kind Regards,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 03/14/2023

  
  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:01/25/2023

  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.

  This is my second complaint against Nortonlifelock for charging my account without permission. I received an email on January 25, 2023 thanking me for purchasing a subscription for $38.40 to my card ending in ****. I never at anytime authorized this charge or signed up for any service with Norton. Since this is the second occurrence of their fraudulent activity on my account I will have to call my bank and request a new card. I do not know how Norton got my card. I am going to also report them to the ********* department of consumer affairs.

  

  Business Response

  Date: 03/08/2023

  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.  
  
  We have taken a look at the issue and are pleased to inform you that we have granted a refund in the full amount of $38.40 to the card on file.
  
  Kind regards,
  Norton LifeLock Advancement Team

• Initial Complaint

  Date:01/24/2023

  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 **** I was charged $5.99 by CBI*AVIRA. This is after telling them I shouldn't have been charged the month prior and getting a refund. So I thought after asking for refund last month that they would be smart enough to realize I no longer want them to take my money but apparently that's not the case. I am filing this complaint because I believe companies who continue to charge people after the person as clearly indicated they don't want to be is just wrong. Irregardless if the person responds after that fact. The company being told I don't want to do business with you should suffice.

  

  Business Response

  Date: 03/08/2023

  Hi there,

  
  Thank you for contacting ourteam.

  We will reach out the relevant team regarding this concern and reach out to the customer once we have information on the outcome.
  
  Kind Regards,
  The NortonLifelock Advancement Team.

• Initial Complaint

  Date:01/23/2023

  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 have Norton 360 with LifeLock which also comes with a subscription for antivirus protection. On or around 9/19/22, I had some issues with my computer and I thought I had a virus. I called Norton for troubleshooting and they were able to determine that it was not a virus and that something else had happened with my **************** subscription. In order to fix it, I had to purchase the Help Desk which I asked to have for 1 month only for $19.99 while we fixed the issue. I am sure there was a recording when the subscription was purchased and me making it clear that I only needed the help desk for (1) month of service. Due to me having Norton Life Lock, I was already being charged $15.93 a month for service so I didn't notice the additional charge for $19.99 until this month. I have been charged erroneously for 4 months additional and I would like to be refunded. SERIAL NUMBER: ************

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team and bringing this issue to our attention. 
  
  We are currently investigating the customer's case and will reach out to the customer accordingly.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

  Customer Answer

  Date: 03/08/2023

  i sent this complaint over a month ago and I still dont have a response or a refund.

  

  Business Response

  Date: 03/09/2023

  Hi there,
  
  Thank you for contacting our team, we apologize for the delay.
  
  We are currently investigating the customer's case and will reach out to the customer accordingly.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

  Customer Answer

  Date: 03/14/2023

  
  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,
  
  Shycole ****
  
   
  

• Initial Complaint

  Date:01/23/2023

  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.

  In 2022 I purchased an additional feature to my Norton Anti-Virus, called "Secure VPN". Cost was approximately $60. This feature often blocks my internet connection and prevents me from printing. I requested Norton's assistance, and their tech could not make the repair, except to tell me to turn off the feature. I asked them to remove it from my PC and give me a pro-rated refund. Norton failed to respond to this request.I made several attempts to talk to Norton. All I received was a help desk tech who knew nothing about how to make the repair. I asked about a refund, and they did not *********** today, 1/23/2023, another Norton tech emailed me to ask if I wanted to provide feedback, and they would notify the appropriate department. Each time there is a new tech I must explain the situation all over again. Nobody is helping. Nobody is offering a refund. They are giving me a runaround. Please help.

  

  Business Response

  Date: 03/09/2023

  Hi There,
  
  I am so sorry to hear that your experience with our company has not met your expectations.
  
  Looking into this matter what was purchased was the Norton AntiTrack for USD $60.96 for your first year. Norton AntiTrack helps keeps your online activities and digital footprint private. Its key features help to hide your identity from tracking and fingerprinting attempts made by browsers and individual websites. This would not be the same as the VPN.
  
  Features of Norton AntiTrack
  *************************************************************************************
  
  If you are unable to access a specific website when Norton AntiTrack extension is ON or enabled, this is because Certain websites require tracker blockers to be turned off in order to function correctly. Turning off tracker blockers may make your personal information vulnerable to cybercriminals.
  
  Allow Tracking & profiling for websites,
  1)            Open your browser and launch the website for which the tracker blocker needs to be disabled.
  2)            Click the Norton AntiTrack browser extension.
  3)            In the Blocking tracking and profiling window, under Disable AntiTrack on this site, click Once or Always.
  When AntiTrack is disabled, the tracking and fingerprinting attempts of a specific website will not be blocked.
  
  You can also enable Norton AntiTrack extension for a specific website that was disabled earlier. To enable Norton AntiTrack again, click Enable AntiTrack for this site on the Norton AntiTrack extension window.
  
  For any prorated refund please feel free to contact our member services and support team Please use the link below to contact us directly.
  ******************************************************************************
  
  Kind regards,
  Norton LifeLock Advancement Team

• Initial Complaint

  Date:01/19/2023

  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.

  Norton failed to assist me with my computer problem. They didn't want to help me and brushed me off quickly. I need a full refund and would like my subscription canceled. Service was extremely poor. The date I called was 1/18/23.

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team. 
  
  We apologize for the inconvenience and the experience you had with us.
  
  In order for us to process a refund and cancel your subscription please contact us directly.
  
  You can contact us with the link below. It will verify you in, let you know of the hold time, and give you a case # to provide the agent you reach.
  ******************************************************************************
  

  For more information on our cancellation and refund policy, click the link below:

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

   

  Kind Regards,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 03/09/2023

  After following instructions no one helped when I called and denied refund. The business will need to process a refund on their end and not make me jump through hoops to get a refund.

  

  Business Response

  Date: 03/09/2023

  Hi there,
  
  Thank you for contacting our team.
  
  Upon further review, due to our strict refund policy we are able to issue a refund as it beyond our 60 days policy. In addition, it appears the service was being used during the time of the subscription.

  You can see more information about our refund policy here: *********************************************************************************************
  
  We apologize for the inconvenience.
  
  
  
  Kind Regards,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 03/14/2023

  The company did not provide all services I paid for. It doesn't matter how much time lapsed since paying.

• Initial Complaint

  Date:01/13/2023

  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.

  Norton lifelock processed a transaction for $120.09 . I put a block on my credit card. I was issued a new credit card. I requested a refund numerous times. I received multiple email saying the refund was sent but the bank has no record of it. I need the refund processed to the new card. I have been told numerous stories and no refund. Please help.

  

  Business Response

  Date: 01/20/2023

   

  Hi There,

   

  Thank you for contacting our team.

   

  As it's not possible to refund to an alternative card, an offline refund has since been processed for the customer.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 01/21/2023

   I do not have a current address.

  

  Business Response

  Date: 03/09/2023

  Hi There,
  
  I apologies for the inconvenience this continues to cause you,
  
  We are sorry to hear youre not happy with your product, but we also fully understand your decision.
  We are happy to inform you that weve processed your refund request, and you should be expecting to see a full refund in the amount of $120.09 in 4-6 weeks as this has been sent via check. This has been sent to the address on file. If you no longer reside on that address, please reach out to us with a new address.
  
  Please use the link below to contact us directly. It will verify you in, let you know of the hold time, and give you a case # to provide the agent you reach.
  ******************************************************************************
  
  Kind regards,
  Norton LifeLock Advancement Team