ComplaintsforGen Digital Inc

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My deceased husband ***************************** had lifelock for more than 10 years. They promised protection from identity theft and a one million dollar coverage. My phone was hacked and I lost life savings. When I called them they would not admit to their false advertising regarding coverage. If we had known they were not covering us we would of spent our money elsewhere.

  

  Business response

  04/15/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review of your account, we did locate where you reported this to ** in March 2024. As you have participated and provided your personal information to a fraudster, we are unable to provide any assistance or investigation. If you have not already, you would need to contact your financial institution to report and fraud activity for them to properly investigate as they are your first line of defense.
  
  If you have not already, please contact the 3 credit bureaus to set up a fraud alert and/or a credit freeze as well as filing a FTC Complaint at www.ftc.gov.
  
  We apologize for any inconveniences this has caused you.
  
  Thank you,
  The Norton and Lifelock Advancement Team 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/7/2024 I was charged for a subscription renewal, in the same day I called and cancelled the subscription because their service is terrible, I'm getting emails saying my info is on the dark web so obviously it's not working, I still haven't recieved my refund after calling 5 times And it's more 4/7/2024 these people are scams and they're supposed to be preventing it from happening, i haven't used the devices they so called protected in over 6 months and they charged me 30 days in advance without a notification, my money don't grow on trees nor is it free I want it back, can I pursue civil charges for the inconvienence.

  

  Business response

  04/11/2024

  Hello there,
  
  Thank you for reaching out to our team.
  
  We apologies to hear about the experience you been having. We have been able to look further into the case notes with the Norton support team and we can see that our team did process your refund upon your request. The online refund was processed on Mar 07,2024. We ask that you give it 5-7 business days for the refund to be received.
  
  As it is well beyond that time frame our team did at that time also raise your concern with our back-end to confirm that the refund was successful, which it was. I have also obtained a reference number, more often recognized as a Transaction ID that you can provide to your bank so that they in turn locate the funds in their system.Your Transaction ID is *****************. Please contact your financial institution and provide them this number.
  
  Again, we apologies for the inconvenience this has brought to you but the refund was issued successfully.
  
  Thank you,
  NAM Escalations Team

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Norton Case Number ******** I paid for a yearly subscription for Norton Anti Virus Support. Norton keeps popping up every time I use my own programs. The last thing I need is more things to click on. Norton claims to have 24/7 Chat Support. Try contacting them. www.norton.com/chatIt is too automatic. It says it will connect me to a person, but never does. I have tried this several times, just to waste my time waiting for someone to respond. Their email is ******************************************************** I ended up uninstalling Norton just so that I can use my own programs without it popping up every single time. I have requested that Norton Cancels my Subscription because I will never use Norton again. I also request that Norton refunds me for the subscription because they do Not provide 2/7 chat support like they claim. I should Not have to pay for a service that they are not providing. About the only way I can figure how much they charged me is to reinstall Norton, which I will not do.

  

  Business response

  04/11/2024

  Hi There,
  
  Thank you for taking the time to write to us.
  
  We are sorry to hear that this has been a headache for you. We can see where the chat session was picked up but unfortunately the connection with your computer was lost. The issue you have brought to our attention is that,  Norton keeps popping up every time you use your own programs? We can most definitely look into this matter further. Can tell us more on how this is affecting your device? Please send us screen shots from your device upon opening up your own programs and how Norton is affecting you device.
  
  Regarding your request for a refund, your subscription is no longer able to be refunded as it is well outside the refund policy and the service has been used continuously.
  
  Please reply using this platform  or if you wish feel free to contact our member service and support team directly, by calling **************.
  
  Thank you,
  NAM Escalations Team 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had Lifelock subscriptions for myself, and my son for years (over 5). On 4/2/2024 I received an email for each subscription stating the following:'We have received and processed your cancellation request for your automatically renewing subscription. You can continue to use your service until it expires on May 02, 2024.'and:'We have received and processed your cancellation request for your automatically renewing subscription. You can continue to use your service until it expires on April 11, 2024.'Neither my son, nor myself cancelled the subscriptions, and access to our accounts was immediately shut down so I called Lifelock on the same day to find out how someone-NOT me or my son, cancel our subscriptions with LIFELOCK?? I was given a total BS runaround before finally being given a case no. (********). I was also guaranteed a Supervisor would call me w/in *********************************************************************************************************** the emails. The response I was given was 'The system is down so you'll have access to your accounts within 48 hours also.' NOONE has called me since then, and neither my son, nor myself have had access to our accounts at all. It should also be noted that Lifelock charged me for my son's subscription on the SAME DAY they canceled it. It was last charged 3/4/2024. On 4/7/2024 I again called Lifelock in an attempt to rectify this. The first *** referred me to WEBCOM. When I questioned why I'm being referred to a third party I DO NOT do business with, I was transferred to a new ***, ***** When I requested to speak with a supervisor after giving my case no. ***************** up on me. I believe my Lifelock account has been hacked, and Lifelock is trying to get out of accountability. My subscriptions were cancelled without my acknowledgement, and without my consent.

  

  Business response

  04/08/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We apologize immensely for the experience that you have had, we understand that your accounts were cancelled yet you nor your son requested a cancellation of the accounts. We have located the case number that you provided, and have created a new case (********) for investigation. We have escalated your case for internal investigation to the relevant team and once they provide more information we will contact you directly. We apologize for any inconveniences this has caused you.
  
  Thank you,
  The Norton and Lifelock Advancement Team  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/28/2024, a charge of $102.59 was debited from my checking account by ************************** without any alert previous to this to cancel the subscription. I received no email alert so that I could cancel it in a timely manner, since I only wanted a one-year subscription. A renewal was not desired due to the quality of the monitoring of my computer system by the company. There were too many ads and pop-**** the scanning was not detailed or leveled for selected uses. I considered the service mediocre. I would like to be refunded the amount listed above and I would also like the subscription to be formally canceled. I have chosen/installed a different company to monitor my computer activity and I have uninstalled Nortons software.

  

  Business response

  04/08/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, we did send you an email notice on 01/29/24 notifying you of your upcoming renewal in February 2024 to the email address on file. Regardless, your refund request is within the refund policy of 60 days for annual subscriptions. We will issue you a refund to be processed back to the card on file for you and you will receive a confirmation email for the refund with refund details included. We will also ensure that the auto renewal is disabled and that the subscription is cancelled out completely. We apologize for any inconveniences this has caused you.
  
  Thank you,
  The Norton and Lifelock Advancement Team 

  Customer response

  04/09/2024

  
  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. I received my refund and a response from Norton stating that they have also received my request to cancel my subscription. 
  
  Regards,
  
  **************************
  
   
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/05/2024 recieve auto renewal notification of a service that had not been used for several years. Amount of ****** was notified by email to charge to my account. I called the number on the email and was told to log onto a website to cancel the charge. I reported this email as fishing. Contacted my bank and have not seen any charges as of now. The contact from my email was not able to cancel the charge, but I did not feel comfortable to go get on a connection via a web site. This process seemed like it could be phishing. If this was a normal charge the buisness should cancel this without me loging into a website.

  

  Business response

  04/08/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, we are not able to locate any accounts with the email provided via the BBB. If you believe you have an account with us, please provide us the correct email on file so that we can investigate further.
  
  As we are not locating an account, it is also possible that the email notice you received is not from us and could be a scam. Please provide a screenshot of the email notice you received so that we can verify the legitimacy of it as well.
  
  Thank you,
  The Norton and Lifelock Advancement Team 
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an invoice on April 5, 2024, for a purchase that I didn't make. I contacted the fake company and was asked to download a program, which I refused to do. I declined to provide any personal information. I was told that I had a free subscription to Norton, which I did not. I have an invoice to upload.I know this company is fake because of the email address. Thank you, ****

  

  Business response

  04/08/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, we can confirm that what you received is a scam posing as NortonLifelock as we do not provide Invoice numbers as you have provided. Unfortunately these types of support scams are all too common in the tech sector. Scammers will pose as legitimate companies in order to gather funds or information from customers. These types of scams ***** trust between us and our members.
  
  We would urge you not to respond to the email *********** any phone numbers contained in a suspicious notice/email. If you are in doubt you can reach out for support 24/7 at our site: *******************************************
  
  You can report any further spam or scam emails directly to us. See here for instructions: *******************************************sp/en/us/home/current/solutions/v138341527
  
  Here is a support article with more information on these types of scams: **********************************************************************************************************************
  
  For your reassurance, we did not locate any accounts with any of your information attached. As is it a scam and not from us, there is nothing more that we can do. If you have any other questions, our customer service support phone number is *************.
  
  Thank you,
  The Norton and Lifelock Advancement Team

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I can not cancel this $449 invoice according to Norton unless I go online on my PC. I canceled this last time and said don't charge me again. Please tell Norton to cancel or I'll need to cancel my ***** ********** card.

  

  Business response

  04/05/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review of the attachment that you provided regarding the email you received, we can confirm that email notice is not from us as we do not provide Invoice Numbers.
  Unfortunately these types of support scams are all too common in the tech sector. Scammers will pose as legitimate companies in order to gather funds or information from customers. These types of scams ***** trust between us and our members.
  
  We would urge you not to respond to the email *********** any phone numbers contained in a suspicious notice/email. If you are in doubt you can reach out for support 24/7 at our site: *******************************************
  
  You can report any further spam or scam emails directly to us. See here for instructions: *******************************************sp/en/us/home/current/solutions/v138341527
  
  Here is a support article with more information on these types of scams: **********************************************************************************************************************
  
  After further review, we did locate your current/active account with us which was recently renewed/charged on 03/09/24. As is it a scam and not from us, there is nothing more that we can do. If you have any other questions, our customer service support phone number is *************.
  
  Thank you,
  The Norton and Lifelock Advancement Team

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been getting this email from Norton . The 1st time was in November and I was charged on a credit card that I hadnt used in over a year and a half for $429.98. I reported it as a fraud charge and tried to get ahold of the with emails and phone calls with no replies back. Now I get another email with this same notice. I call the number and it says the number can not be completed at this time. The ** # ****** ************** ************** I dont have Norton nor do I ever want Norton.

  

  Business response

  04/11/2024

  Hi there,
  
  Thank you for contacting our team.
  
  After reviewing the invoice attachment, the email you received is likely a phishing attempt in no way affiliated with Norton or LifeLock. 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.
  
  This could be a scenario where a scammer or scammers are impersonating Norton through fake emails designed to trick consumers and steal their money and personal information. Please do not respond, download attachments, or click on any links in the email. Bellow I have attached some useful links to help you determine a scam email from a legitimate email from Norton LifeLock.
  
  You can verify the legitimacy of correspondence sent from NortonLifeLock here: ************************************************************************************
  
  More information about the fraudulent use of the NortonLifeLock brand can be found here: ********************************************************************************************************
  
  Should you receive any further scam emails, you can report them to us via the details located here: *************************************************************************************
  
  Hope this finds you well, if you have any questions, please 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.
  ************************************************************************
  
  Kind regards,
  NAM Escalations Team

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I am filing this complaint as a last effort to remedy this issue before taking legal action. I have been a faithful user of ********************** products for over a decade. I have always used and loved their products until, I'd say, probably the last 2 years. During the last two years I have tried on numerous occasions to completely delete my account with ********************** TOTALLY. As in NO COMMUNICATION with them at all. The more that I have tried the more "subscriptions/services" I have become signed up for and the more emails and notifications I have received on my computer no matter how many times I have removed their software from my system. The last purchase I made I believe was in 2022. I cancelled all automatic renewals and REMOVED MY CARD INFORMATION FROM MY ACCOUNT. To my surprise, I get a notification from my bank that Norton just charged $64.19 to my debit card out of the blue. I NEVER purchased, approved a renewal NOTHING to this company. Even moreso bothersome is the fact that the debit card they charged was "removed" from their system quite some time ago. I have been trying for almost 2 weeks now to get this cancelled and refunded as their money back guarantee states "....Each annual renewal is also eligible for a full refund, if requested within 60-days of being charged" I have gone through every link on their website, support site and anything that speaks of refunds with no result except looping right back to the same support page asking what I'm looking for. They are trying to make it impossible to obtain the "Money Back Guarantee" they speak of. I want the subscription cancelled, the money refunded and any/all record of me and my information removed from their system and to NEVER hear from this company again. This has been beyond a nightmare. To some $65 may not seem like much but to some people it's alot but more than that my personal security has been breached by this company.

  

  Business response

  03/29/2024

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We apologize for the experience that you have had in cancelling your account with us. When disabling the automatic renewal, that does not equate to cancellation of the account. The best way to cancel the account completely is to contact us directly through our customer service team at *************.
  
  As you have mentioned, you are well within the refund policy of 60 days for annual subscriptions. We will contact you directly for the next steps of you receiving your refund; we apologize immensely for the inconveniences this has caused.
  
  Thank you,
  The Norton and Lifelock Advancement Team 

*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. ↩