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
- 1,160 total complaints in the last 3 years.
- 321 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a complaint against Norton for lack of cancellation and refund of my parents' accounts with them. The previous complaint number is ********. This is still unresolved. I have submitted Death Certificates, their will and information to send a refund. I have made numerous calls and sent emails to no avail.Thank you,
Business Response
Date: 11/23/2022
Good Day,
Thank you for touching base.
We can confirm that the refund has been processed via check on November 16, 2022. The escalation associate handling the case, is in the process of sending you an email with further details.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:11/15/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Sep 14, I signed up for the LifeLock annual plan (Order number: NP1420716851) for $ ******. Because now my employer got me covered for monitoring and Identity theft protection, I contacted the support to cancel the plan and get a refund. I called on Nov 15, and was told that they cannot give full refund because I am on my 62 days on the plan, 2 days pass their money back guarantee time. However when I signed up I was told by an agent that even though 60 days has passed, a pro rated refund can still be issued. The agent over the phone could not help me with the pro rated refund as well and told me another team will contact me back regarding this issue. This is unacceptable and it is not what I was told regarding refund policy when I signed up.I had a family emergency earlier this month and had to take time deal with it, and thats why I was delayed to cancel today (Nov 15). I should have canceled the subscription earlier this month which would be within 60 days. Now I am only 2 days passed 60-days period, and I cannot even get a dollar back. I would like my refund be issued ASAP. Because everyday I am waiting for an answer from your team, I am keeping paying for this subscription which I no longer needed anymore. Thank you. My Case Number: ********Business Response
Date: 11/23/2022
Good day,
Thank you for touching base.
We have reviewed your account and can confirm that the initial partial refund amounting to USD ****** was processed on November 16th, 2022. Please note that it does take up to 5-7 business days to reflect on your account. As a gesture of goodwill, I have approved and processed the remaining USD ***** back to your account as well.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 11/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Zhitao Ma
Initial Complaint
Date:11/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
November 14, 2022 Norton LifeLock Amount agreed upon: $95.61 2 charges on my credit card for: 11/14/2022, for $191.22 at NORTON *NP1431321474 1 charge on my credit card for:11/14/2022, for $95.61 at NORTON *NP1431321474 $382.44 needs to be refunded to my credit card. Looking over the forum on their website, and reading forums on Reddit and Quora, this is a common practice with Norton. They keep giving me the run around and telling me to contact my bank, however they continue to keep adding charges. First time I contacted them by phone it was only one charge for $191.22 (Norton reference number ********) which is twice the price I was supposed to pay. Since then there has been another $191.22 charge AND $95.61 which was the original price agreed upon. I tried the chat but they lied and insisted they only charged me once for $95.61. Other customers have the same problem with this company. My bank credit card statement reflects that they are lying.Business Response
Date: 12/15/2022
Hi There,
Thank you for contacting our team.
We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
Kind Regards,
The NortonLifeLock Escalation TeamInitial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Please see uploaded documentBusiness Response
Date: 11/23/2022
Good Day,
Thank you for touching base.
We have reviewed your LifeLock account and can confirm that the account was cancelled on 20th February 2021, when you had a call with our support team. The auto-renewal was disabled and the subscription expired on 24th February 2021. There has been no further charge since then. Could you please provide proof of charges you have received or at least the order numbers that are reflecting on your bank statements. For us to do further investigation.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:11/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2-year subscription for Norton *************************** on July 17, 2022. My Order Number was NP1410743167 for $109.99. Within 2 days, I called them to ask for a full refund (well within their 60-day full refund policy). *** spent hours on the phone with Norton calling them repeatedly but just got the run around the entire time. I still have not received my refund. On September 13, 2022, I received an email from them stating, Your order has been refunded. The following items have been refunded from your order at your request, or at the request of the fulfiller and/or the manufacturer. You can also find this information in your account. Your Norton Team. RMA Number: RMA1000000000012077898 Amount Refunded $109.99. But still no refund. Ive called them many times since then but Norton keeps telling me my bank refused to accept my ************* received an error message from my bank. My bank stated there has been no refunds attempted by Norton, nor have they refused to allow this refund. Now my bank said its too late to dispute the transaction despite having Nortons email about my refund. I am very poor and cannot afford to lose $109.99 with which to buy food to feed my family but Norton obviously doesnt care at all about me or my family having enough food to eat.Business Response
Date: 11/28/2022
Hi There,
Thank you for contacting our team.
A refund was processed on September 13th, however it appears this has failed. We will reach out to the customer to assist with an offline refund.
Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:11/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When I renwed my Norton 360 subscription I was told that it provides the services covered by my Lifelock subscription and that the Lifelock subscription would be discontinued. Now I found out that Lifelock has still been charging monthly under the name Norton. I asked on the phone and on the Norton chat for this to be cancelled and for a refund and was told no. This is outrageous - I was lied to and am being doublecharged for the same service.Business Response
Date: 12/15/2022
Hi There,
Thank you for contacting our team.
We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
Kind Regards,
The NortonLifeLock Escalation TeamInitial Complaint
Date:11/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have Norton with LifeLock and this is the 3rd time within a year that my personal information has been breached. I have contacted them inthe past and it seems like nothing is ever done. Now, I recieved a letter in the mail saying my personal information was breached again. I will keep this letter to prove that I did get it. I feel that I am paying for Norton and Lifelock to protect me and they have not at all. And, I have had Norton before and never had this problem before. And, now I have had 2 opf my accounts hacked into and they did nothing, and with this letter I am not very happy and want them to know that this has to be fixed so that I do not have to keep going through this. That is why I got Norton in the 1st place, and now I am having nothing but problems with their services.Business Response
Date: 11/23/2022
Good Day,
Thank you for touching base.
We have assigned the following to one of our ********************** who will touch base to provide assistance.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 11/23/2022
I am wondering how they could let this happen, and it seems like they do not want to acknowledge that they made a mistake and will not do anything to provide any protection to anyone. And, feel cheated and want to
be compensated for what they caused. And, I am asking for $500.00 for any inconveniences that I have had to deal with their breach of protection I had to endure.Business Response
Date: 12/15/2022
Hi There,
We have reviewed the case and can confirm that you were provided a partial refund amounting to $84.71 USD on the previous interaction with our support team. Resulting in the case being resolved.
If you have any further queries, please feel free to contact our support team.
Thank you.
Kind regards,
The NortonLifeLock Escalations Team
Customer Answer
Date: 12/15/2022
I have not recieved the refund, and wonder why I still have not gotten it yet.Initial Complaint
Date:11/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Norton is not providing a benefit that is part of my plan. I am entitled to credit monitoring feature, which Norton can not activate unless I switch to a higher plan, however my plan already includes this feature (for which they admit)Business Response
Date: 11/23/2022
Good Day,
Thank you for touching base.
We have assigned the following to one of our Escalation Associate and they will be in touch to provide assistance.
Thank you.
Kind regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:11/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
PLEASE HELP!PLEASE HELP ***** BBB. We really your HELP! Me and my wife , not big computer users Fraud- Try to still money. We never had any contract with Norton LocK Very frustrating. ****************** Robbers.Norton **************** check-- we do not have any accounts. Conversations with Manager by phone does not work..i Trig to stiil moneyBusiness Response
Date: 11/16/2022
Hi There,
Thank you for contacting our team.
Unfortunately the people you have been in touch with are in no way affiliated with NortonLifeLock. We would recommend following up with your financial institution to retrieve any funds which may have been impacted.You can verify the legitimacy of correspondence sent from NortonLifeLock here: https://support.norton.com/sp/en/us/home/current/solutions/v71088498
More information about the fraudulent use of the NortonLifeLock brand can be found here: https://www.nortonlifelock.com/blogs/feature-stories/fraudulent-use-nortonlifelock-brand
Should you receive any emails impersonating NortonLifeLock, you can report them to us via the details located here: https://support.norton.com/sp/en/us/home/current/solutions/v138341527
For any additional queries our support can be reached via the link below.
https://support.norton.com/sp/en/us/home/current/contact
Kind Regards,
The NortonLifeLock Escalation TeamInitial Complaint
Date:11/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received two emails this morning one stating that I ordered this program. The email was listed as a (Reminder) *********************** I replied to the email with the following I did not request this and will be contacting my bank and the BBB immediately. This is a fraudulent email ,order , and request. The 2nd email came from a ******************* and was also copied to a ************************* The name was under ***************** It stated that the payment of ****** would be deducted from my account with in 24 hours . I then replied with the following. I dont know who or what you are , however I did not and I repeat I did not order or authorized this order or payment. You will be reported to the BBB and my banking department immediately. I also attempted to reach out to the number located on the email . *************** Without success. No voicemail , no name of company , no extension . Shortly after I man called back with a heavy accent asking me to log on to my computer or laptop. He didnt give his name or name of the company he was calling from . He just stated that I called the number . I informed him that I was not logging into a computer and that this was fraudulent activity. I would be contacting the bank and BBB .. I did not order or authorized this person or company to take anything from my bank nor did I order anything. He then hung up the phone . I tried to call back with success . As Im entering this information I just received additional email for another payment from this company / person under the name of ********************* Email *************************** I sent the same response as above . Thank youBusiness Response
Date: 11/10/2022
Hi There,
Thank you for contacting our team.
The email you received is a phishing attempt in no way affiliated with NortonLifeLock. It is highly unlikely there is any charge on your account associated with this, however we would recommend following up with your financial institution for peace of mind.
You can verify the legitimacy of correspondence sent from NortonLifeLock here: https://support.norton.com/sp/en/us/home/current/solutions/v71088498
More information about the fraudulent use of the NortonLifeLock brand can be found here: https://www.nortonlifelock.com/blogs/feature-stories/fraudulent-use-nortonlifelock-brand
Should you receive any further scam emails, you can report them to us via the details located here: https://support.norton.com/sp/en/us/home/current/solutions/v138341527
For any additional queries our support can be reached via the link below.
https://support.norton.com/sp/en/us/home/current/contact
Kind Regards,
The NortonLifeLock Escalation Team
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