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

  
• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

• 

  Gen Digital Inc

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  
• 

  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  AVG Technologies USA, Inc

  149 Bluxome St San Francisco, CA 94107-1507

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/05/2022

  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.

  see Attached document

  

  Business Response

  Date: 07/12/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  The refund was processed on May 16th, however we will have this investigated and reach out to the customer as they have yet to receive it.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:07/05/2022

  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 do not have a computer. I have no account with Norton. Yet I am receiving threatening emails from them. I would call them but there is really no way of reaching this company. They do not respond unless you have an account. There is not support for me

  

  Business Response

  Date: 07/12/2022

   

  Hi There,

   

  As mentioned previously, the emails you are receiving are in no way affiliated with NortonLifeLock. They are phishing attempts which are not to be trusted. They are usually sent from free publicly available email domains. The can also be reported directly to NortonLifeLock via the details located here: https://support.norton.com/sp/en/us/home/current/solutions/v138341527

   

  Kind Regards,

  The NortonLifeLock Escalation Team

   

   

• Initial Complaint

  Date:06/30/2022

  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 May of this year I cancelled my subscription to Norton for the following reasons:1 - Poor customer service. I had a problem connecting my VPN. After spending hours on the phone with Norton technical support the issue was never resolved. I was told I would receive a call from Top Technical support in 48 hours. I never received a call. I tried this again and got the same result. On top of this I received and invoice for $299.00 for renewal of my subscription. I contacted them about this and wanted to know why my price increased by $150.00. I was told that was the price. I told them because of all the problems I had I wasn't gong to renew and they could cancel my account.I uninstalled their software and signed up for a different software provider. may the switch when I cancelled my Norton subscription on 5-14-2022.At the end May I was billed $149.99 for renewal on my checking account. I notified my bank about the charge and contested it based on the information above. The charge was removed. Today the charge was there again and again they never cancelled my account. Additionally I have received a number of e-mails from Norton about numerous renewal prices. I contacted Norton to finally get this straight and was told the renewal e-mails were scams. I was also told my account was cancelled when it should have been done it May. The bank will call me back but I am out $149.99 for services I cancelled.

  

  Business Response

  Date: 07/07/2022

   

  Hi There,

   

  Thank you for contacting our team. 

   

  When the partial refund was processed in April, the subscription was left active in error. Following contact with our support this has been rectified.

   

  Our apologies for the inconvenience caused by this. 

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:06/29/2022

  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 have never use Norton Lifelock. However, they sent me a **** for $235.00 and have been sending me threatening texts on ******** asking me for proof payment on my account. Since I have never had an account, I think they are trying to scam me.. It was a woman named *******

  

  Business Response

  Date: 07/06/2022

   

  Hi There,

   

  Thank you for contacting our team. 

   

  We have been unable to locate any LifeLock subscription on the account associated with your details. The last subscription associated with the account expired in 2019. We don't send messages via ******** regarding proof of payment, so it does very much sound like an attempted scam and the people you have been in contact with have no affiliation with NortonLifeLock.
  
  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 NrotonLifeLock Escalation Team

• Initial Complaint

  Date:06/29/2022

  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.

  In April 2022 I purchased a new cell phone as well as had the motherboard changed on my laptop. At the time I did not know you had to transfer information from your old phone to new phone for 2 factor Authentification. I ended up losing all of my passwords because I couldn't access the Password Manager. I could see on my computer that It was still protected but now I cannot see anything in regards to my account. I simply just wanted Norton to merge the account so that I could access my acct files. The nightmare began. Sitting on the phone for hours only to be told we are escalating this to our specialists and they will contact you within ***** hours. This has happened 3 times and no one gets in contact with me. On the scan page it says I have an active account but when it tries to initiate it asks for the 2FA but I don't have it because it is on my old phone that I do not have. I know everything is very protective of identity but someone can clearly merge an account. This has been very draining. I have spent over $200 for this service.

  

  Business Response

  Date: 07/06/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We will reach out to the customer in an effort to assist with the 2FA issues faced.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 07/07/2022

  
  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,
  
  ***********************
  
   

  
  

• Initial Complaint

  Date:06/29/2022

  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.

  Several attempts have been made to cancel and refund subscription. Requested documentation has been faxed according to their e-mail instructions several times with confirmations available. Every time I call in 48 hours last to cancel they state no paperwork is received and to fax again. No one will allow you to speak with a manager. The case numbers provided for each call is not of any use for the current call. I have provided all paperwork several times and verify the account every call and they will not cancel and refund per their cancelation and reufnd policy online.

  

  Business Response

  Date: 07/06/2022

   

  Hi There,

   

  Thank you for contacting our team.
  
  Our apologies for the inconvenience caused by this.
  
  It appears the refund for the account in question was processed on June 30th, so the funds should be returned to the account associated with payment sometime this week.

  
  Kind Regards,
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:06/28/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email saying that my subscription was renewed and that my card would be charged. I never subscribed to norton before. They gave me no information on which card will be charged. I called the number to dispute the renewal and the guys on the line hung up on me.

  

  Business Response

  Date: 07/07/2022

  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

  Customer Answer

  Date: 07/07/2022

  
  
  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,
  
  
  *******************************
  
  
   
  

• Initial Complaint

  Date:06/27/2022

  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 have attached a **** from Norton for $239.00 for renewal of an account. i never had an account with them unless they hacked my credit card and opened an account in my name. It is not the first **** I have received and they have ignored my requests to stop billing me. **** is attached.

  

  Business Response

  Date: 07/07/2022

  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

• Initial Complaint

  Date:06/21/2022

  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.

  My Discover card was billed for$139.10 by Norton on 4/28. I called Discover Card and agreed, at Discover's suggestion, to put the amount in dispute (case # *********A) with a temporary credit and a 15-month block on Norton charges on my account. I decided no way did I want the service renewed as communicating with the company has been difficult to impossible. Please see the attached letter I sent to them by First Class mail from an address that I found on the Yahoo Finance website, which was the only way I was initially able to communicate with them. Both their website and the email address I found were not working for **** did not receive any notification by mail about the automatic renewal time coming up. I did not see an email notification, although there might have been a renewal notification that looked like spam or went directly to spam. I certainly would have thought it was spam if it said 'Norton' because I have MacBook which does not use their anti-virus software and I did not know they had combined with LifeLock.My Discover card number had changed and somehow Norton was able to get my new charge card number without asking me for it. I find this to be creepy and wrong because for my AAA automatic renewal, AAA let me know that the automatic renewal time was approaching as they always do and asked for my new charge card number. My advice to Norton is to not be creepy and communicate better. Norton can follow AAA's example on how to be a better company.I no longer want to do business with LifeLock because communication with the company has been lacking to the point that I no longer have confidence in and trust the company as I once did.Maybe someone at LifeLock has already taken care of canceling the renewal; however, I have not been notified as of now that this has been done.What I want is for the renewal for my LifeLock service to be cancelled and to be notified of the cancellation.Thank you for any help.

  

  Business Response

  Date: 06/28/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  As this relates to a LifeLock account, verification is required to allow us to cancel the account. We will follow up with the customer to assist with this.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 07/01/2022

  
  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,
  
  ***************************
  

  I finally received a satisfactory response from the company yesterday. Thank you to the BBB for helping.

  "I am reaching out to confirm for you that we have now disabled the automatic renewal for your LifeLock subscription, as a result we have also refunded the latest renewal back to your payment method."

  
  

• Initial Complaint

  Date:06/21/2022

  Type:Delivery 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.

  Called ************** several times this year about identity alerts I received but no one picks up. Just today I sat on hold right at start and no human picked up, ever, so I hung up after 18 minutes. Chat option only refers me back ***** number which never picks up! Ever since LifeLock and Norton merged I have had login problems and cannot get a solution- ever!

  

  Business Response

  Date: 06/27/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  We will reach out to the customer and assist with their alerts concern.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 06/28/2022

  no one has contacted me

   

  this does not fulfill my request

  

  Business Response

  Date: 07/07/2022

   

  Hi There,

   

  We have reached out to the customer several times via phone and email without success.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 07/13/2022

  Norton called during my business hours so when I tried by phone after hours I sit on hold!

  The email provided kicks back with an error.