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.
If you've experienced an issue
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:06/21/2022
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 attached
Business Response
Date: 06/27/2022
Hi There,As there are no details, nor attachment provided, we are unable to assist.
Should further information be provided, we will be happy to help.Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:06/21/2022
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.
My husband, ***************************, passed away on Oct 9, 2021. On his computer he had automatic renewals for NORTON antivirus (on his credit card.) (I ,as executor, had cancelled all his cards.) Norton charged him $117.59 on his deactivated card on March 1, 2022. I, at the time, unknowingly paid the **** account as he was a secondary card holder on my account. When I called Norton I was told I had to deal with my bank. I went to my bank and they could not explain how Norton was able to make a charge on a deactivated card. They advised me to ask Norton to write a cheque to my husbands estate. I called Norton again and they informed me a refund had been made (to a deactivated card?). I asked them to write a cheque as the bank had advised. The last contact on May 20, 2022, a Norton agent, *****, said a cheque would arrive in 4-6 weeks. I waited the 6 weeks and called on June 21 to inform them I was still waiting. I believe my number was red flagged. I couldnt get through. I called on another line and was redirected 5 times to receive the same answer- the refund had been issued to the bank and I needed to check with my bank. I have 2 case numbers: ******** and ********. The dates I have contacted them: March 25, March 28, April 13, April 25, April 30, May 10 and June 21, 2022. I am 70 years of age and this stress is taking its toll. This run around has been taxing. All I am asking for is the refund owing to me and for Norton to not ***** its responsibility. I am seeking your help to resolve this situation. Thank you,***************************.Business Response
Date: 06/27/2022
Hi There,
Thank you for contacting our team.
Our apologies for the inconvenience caused by this. We will reach out to the customer to assist and ensure they receive their refund.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 06/27/2022
I have had this response from the escalation team many, many times. No mention is made of forwarding a cheque to my husbands estate. I do not trust that anything will result from this complaint. Is there any consequence to a company that chooses to take advantage of senior citizens. It is deplorable!Business Response
Date: 07/06/2022
Hi There,
Thank you for your response.
We have reached out to the customer and we are currently working on having the check re-issued.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 07/11/2022
How long does it take to re-issue a check?!Initial Complaint
Date:06/18/2022
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.
I have had Norton Life Lock for years, to protect my identity, bank accounts, credit cards, etc. I also have internet protection with them, as a result of the Life Lock plan I had. Recently, my debit card info was hacked, and I had to get a new card. I updated payment info as requested by online requests from Norton Lifelock. After I gave the new debit card info, I continued to receive messages. I brought up the account, and my payment info was correct, and there was a green check **** next to it. Next, I went in to enter the information of a new bank account I have. The system would not accept my info. I went back to recheck debit card on record, and it is accurate. The system suggested I contact them if problem continues for 24 hours. I tried to chat online, but automated assistant could not process my request. I requested customer support number, and it indicated there was a 3 minute wait. I am still on hold while writing this complaint; and it has been over 40 minutes. I tried to use Chat option, but no one picks up and screen goes blank. I also see where I supposedly have been turned over to a collection agency, but I am up to date with all creditors; and this is the first time I am hearing of the problem. Life Lock gave me no notifications; which is what they are supposed to do. Collection activity shows it started in September 2021!! This is absurd. The Pandemic is no excuse for bad service and incompetence! I pay for Lifelock to monitor my account; yet they aren't doing their job. They want to take your money, and for you to do the work yourself.Business Response
Date: 06/24/2022
Hi There,
Thank you for contacting our team.
We will reach out to the customer to assist with their account monitoring issues.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 06/25/2022
To Whom It May *************************** After my initial complaint; I contacted Life Lock again and talked to four different representatives. None of them could fix the problem so that I could add a Bank name and account number to monitor. I did not wish to have all transactions monitored, which is a different service they provide. Representative ***** transferred me to ****, who transferred me to **** who added Norton protection to my computer. On June 21, "Neha" could not access my computer remotely at all. She gave me a case number and I was transferred to ***. *** thought I was looking for account monitoring of every transaction. When I finally made it clear to him that the site was denying me access to my accounts to add a Bank Name and Account Number only; he claimed he had never heard of such a problem and would report it. He was supposedly with the "Technical Team". He said someone would call me back, and I should try again in 24 hours as the error message said. I told him I had tried for 3 days already with no success. I asked if Life Lock had been hacked. He said it wasn't a hack, maybe a "Glitch". I have also filed a report with the ******* Attorney General .
Thank you,
*********************
Business Response
Date: 09/13/2022
Hi There,
This has since been addressed with the customer. A refund was provided as a goodwill gesture.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 09/15/2022
I could never make direct contact with escalation team representative. They refused to provide a contact number, saying only that they would have to call me and I would have to be available to talk with them. I finally cancelled LifeLock and now have Identity Guard instead. *********** is poor, Tech support is clueless and Escalation team is impossible to reach by design.Business Response
Date: 09/22/2022
Hi There,Due to the nature of the team, we don't take inbound calls, however we offered to call the customer multiple times.
As a refund was provided at the customer's behest, the issue has since been resolved.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 09/27/2022
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. They admit that they do not take inbound calls, and I cancelled their service, resulting in the refund. I have Identity Guard now.
Regards,
*********************
Initial Complaint
Date:06/16/2022
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 keep getting phone calls from Norton LifeLock. I call they wont tell my why they are texting and emailing me.Business Response
Date: 06/22/2022
Hi There,
Thank you for contacting our team.
We will reach out to the customer to understand the nature of the calls they are receiving and offer assistance.
Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:06/15/2022
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.
Norton supposedly is billing me for computer security which i did not order. They have done this multiple times and I have called to cancel for several years. They tell me the only way to cancel is to upload an application from them and then give them control of my computer to cancel. I refuse to give them control of my computer as I get a warning that they can access everything on it! I tried both yesterday and today and cannot get any other response from them. Supposedly the computer that is being protected has a license ID of ******. I do not own that computer. I do not know what account they are drawing money from as I do not see a payment from any of my credit cards, or PayPal, but they may be drawing from one of my spouses accounts. My spouse has dementia. I do not still have previous statements from Norton as I thought I had gotten this resolved last year but have attached this year's statement. Thanks for your assistance.Business Response
Date: 06/22/2022
Hi There,
Thank you for contacting our team.
We were unable to locate any account with the details provided. It's likely the email you received is a phishing attempt, with the aim of collecting your account details, which is why they require a remote access session. Normally in these scenarios there is no charge associated with your account.
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
If you still believe their may be a charge, you can reach out to our support via the link below to verify the authenticity of the potential charge:https://support.norton.com/sp/en/us/home/current/contact
Kind Regards,The NortonLifeLock Escalation Team
Initial Complaint
Date:06/14/2022
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 saw a commercial for this company last night. I called the phone number and I spoke to someone and they said the service was $19.99/month and I would get one month free. I ended up calling four numbers total. The last person I spoke to told me my account was locked and I would have to pay $19.99/month. Today, I see someone was trying to take $500, $100 $200 and $300. I had to freeze my account. I thought Norton was supposed to be a good company.Business Response
Date: 06/21/2022
Hi There,
Thank you for contacting our team.
We were unable to locate any recent charges or billing information on the account associated with your email. We will reach out to the customer to discuss this further.
Kind Regards,
The NortonLifeLock Escalation TeamInitial Complaint
Date:06/13/2022
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 been paying on this for years. I do not have my password and I want to cancel. They want me to go online but I do not have online access. I want them to cancel my service.Business Response
Date: 06/27/2022
Hi There,
Thank you for contacting our team.
We will reach out to the customer to assist with their cancellation request.
Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:06/13/2022
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.
March 29, 2022 charged my account $130. twice, once for myself, which I received immediately, and once for my husband, who is deceased. I requested a refund 3/29/22 for my husband's amount. Send many death certificated to them and 3 of their companies involved. Have made many inquires regarding this and have gone through all the information again & again. I can never get to a supervisor & always told it would be resolved within **** days or in ***** hours!! My case number with Norton is *******Business Response
Date: 06/27/2022
Hi There,
Thank you for contacting our team.
Our apologies for the inconvenience caused by this. We will reach out to the customer to assist with their refund.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 06/27/2022
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:06/12/2022
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.
On May 20, 2022 LifeLock was paid $37.79 twice from my bank account. AP14000700398772945265 AP14000893248772945265 Prior to this my Husband contacted LifeLock to cancel our subscription. He got hung up on several times. Then the run around. Since the charges I have tried to cancel the subscription online where I was told we dont have a renewal subscription. I have tried the steps listed on their website but that doesnt work. https://support.norton.com/sp/en/us/manage-my-account/current/solutions/kb20090818144126EN?displang=iso3%3Aeng&displocale=iso3%3AUSA&env=prod&helpid=SupportHeader&inid=hho_supp_htm_n360LifeLock-cur-retail-manageaccount-06-kb20090818144126EN&origin=ngp&ssdcat=303 There is no cancel subscription to click on!! I want to cancel their service and get a refund for both charges.Business Response
Date: 06/17/2022
Hi There,
Thank you for contacting our team.
Our apologies for the inconvenience caused by this. We will reach out to the customer to assist with their account concerns.
Kind Regards,
The NortonLifeLock Escalation Team
Initial Complaint
Date:06/10/2022
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.
I authorized a payment for my mom for one year or anti virus protection. I did not authorize a 2nd years payment. Norton said they notified me before charging me. That was not true. I received no notification. I do not want this service, I have not used it for the year and I want a refund for it. They can not chare people for services that are not being used. Please refund me the $124.99 and do not charge me again. I talked to ******* and Mosit and they were not helpful. It seems like Norton managers do not have authority to do anything for their customers.Business Response
Date: 06/15/2022
Hi There,
Thank you for contacting our Team.
We will reach out to the customer and assist with their request.
Kind Regards,
The NortonLifeLock Escalation Team
Customer Answer
Date: 06/15/2022
I have not been reached out to. Nor do I trust that Norton will stay true to its word and reach out. This has not been resolved.Business Response
Date: 06/22/2022
Hi There,We have contacted the customer and assisted with their concern.
Kind Regards,
The NortonLifeLock Escalation Team
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