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

• 

  AVG Technologies USA, Inc

  2100 Powell St Fl 147 Emeryville, CA 94608-1826

• 

  Gen Digital Inc

  4101 Yonge St Suite 501 North York, ON M2P 1N6

  
• 

  Gen Digital Inc

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  

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:09/18/2025

  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.

  Last month, I was charged $59.99 and $29.99 by NORTON/Gen Digital. I did not order NORTON and never received their service. I was charged another $59.99 this month. Spoke with NORTON and person told me I order NORTON and received their service. NOT TRUE.

  

  Business Response

  Date: 09/22/2025

  Hello there,
  
  Thank you for taking the time to share your feedback. I'm sorry to hear about your experience and truly appreciate you bringing it to our attention.
  
  Upon further review of your account we can see the charges mentioned in your letter do reflect the charges we see in our system. Furthermore, please allow our team to do a in **** investigation on this matter. We will have this assigned out to one of our escalations agents for further review and they will be in contact with you.
  
  Kind regards,
  NAM Advancement Team 

• Initial Complaint

  Date:09/18/2025

  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.

  I received an email from life lock stating I was billed for renewal of my protection plan. I do not use life lock was totally unaware I had it. I never authorized automatic rebilling. I called the service center and told them I wanted my credit card reimbursed for any charges they made to it. I was told I had to do it from my computer. I told him I do not use a computer, only my phone or Kindle. He said he could not help me as I had to be at the computer. Apparently explaining to him I did not have a computer,did not compute with him. He hung up on me.

  

  Business Response

  Date: 09/22/2025

  Hello there,
  
  Thank you for taking the time to share your feedback with us. We are sorry to hear about your experience and appreciate you bringing this matter to our attention.
  
  At this time, weve been unable to locate any active subscriptions based on the information provided to the BBB. However, we are more than happy to investigate your case further and attempt to assist you.
  
  To help us locate your account, could you please provide the email address associated with your Norton or LifeLock subscription? If available, you may also share the order number related to the transaction. If you were charged by Norton, you should have received an order confirmation email that includes the order ID, this typically begins with "AP" or "NP" followed by 10 digits.
  
  We look forward to your response so we can resolve this issue as quickly as possible.
  
  Kind regards,
  NAM Advancement Team 

  Customer Answer

  Date: 09/22/2025

  They have requested additional information, but did not provide an address. Please forward my response to them.

   

  We confirm that your Norton LifeLock Ultimate Plus subscription has been renewed successfully. Your service remains active without interruption for the next 12 months.
  Billing Information
  Reference: #NP00X10585555
  Plan: Ultimate Plus Annual
  Date: Tuesday, 16 September 2025
  Charged: $299.00
  Renewal: Automatic
  If you did not authorize this transaction, please reach Norton Support at *************** immediately.
  Kind regards,
  Norton Customer Support

  

  Business Response

  Date: 09/25/2025

  Hello there,
  
  Thank you for bringing the recent email or invoice you received to our attention.
  
  After reviewing the order confirmation number and the details you provided it does not match any records or transactions in our system. Based on the discrepancies, it appears that the email may be part of a phishing attempt designed to look like it came from our company.
  
  Please be cautious with any unsolicited emails or letters requesting payment or personal information, especially if they include suspicious links or attachments.
  
  For your protection,we recommend that you dont click on any links or download attachments from the suspicious email.
  
  Do not provide any personal or financial information in response to the email.
  
  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.
  
  If you ever have questions about the legitimacy of a message claiming to be from us, we encourage you to contact us directly at ***************. Were happy to verify any communications for your peace of mind.
  
  Thank you again for your bringing this to our attention, and please let us know if you need any further assistance.
  
  Kind regards,
  NAM Advancement Team 

  Customer Answer

  Date: 09/25/2025

  
  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:09/17/2025

  Type:Customer Service 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.

  Unable to log into account, support helped me reset password twice, unable to receive any of their verification codes via text OR email. On phone 52 minutes with them trying to cancel. Finally received cancellation notice and will check to see if processed. Had been transferred numerous times to give same info repeatedly. My suspicions were increasing with every transfer. One even asked for credit card number to verify my account, which they already charged card for. Frustrating!

  

  Business Response

  Date: 09/22/2025

  Hello there,
  
  Thank you for reaching out and sharing your experience with us. We are sorry to hear about the frustration you encountered while trying to access your account.
  
  After reviewing your account, I can confirm that your cancellation has been successfully processed and a full refund has already been issued by our support team. Depending on your financial institution, it may take a 5-7 business days for the refund to reflect in your account for the time the refund was processed.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out thank you.
  
  Kind regards,
  NAM Advancement Team 

• Initial Complaint

  Date:09/15/2025

  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.

  March 2025 I was charged on my GM credit card for ****** for Norton Anti Virus protection without authorization. Then on 8/6/2025 I was again charged the same amount of ****** on my credit card. I contacted Norton and they located 2 accounts, for some reason they stated I had 2 accounts and had one computer. I explained I am 82 years old and no longer used a computer. After attempting to sell me lifelock in place of the Norton anti virus the customer service representative spent an hour on the phone with me, and eventually advised me I would be credited back on my credit card as I hand not used their service nor did I authorize billing for same. Today I received my credit card bill with the charges still on and NO CREDIT as I was promised. I filed a dispute and am requesting help to deal with this unscrupulous business who targets the elderly!!!***The 2 accounts they claim I had is ************** and ********************* They verified my credit card information for the refund also.

  

  Business Response

  Date: 09/16/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We apologize for the experience that you have had with these recent charges. We will be submitting a refund for both charges to be issued back to the card on file. We will also be sending you an additional email as confirmation the refund has been submitted with additional refund details included. Both subscriptions have been cancelled as well.
  
  Thank you,
  The Norton and LifeLock Escalations Team 

• Initial Complaint

  Date:09/14/2025

  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.

  Gen Digital fraudulently renewed my Norton subscription without any authorization more than a month before the expiration date, illegally charging me $119.99 for a product that sells for $24.99. They refused to refund my money after I spent so much time on the phone. ***** this company of fraudsters!

  

  Business Response

  Date: 09/15/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We have sent you a pre billing and renewal email notice on 05/18/25 prior to charging you for your renewal that was due on 06/17/25. You were charged for the renewal price which was also included in your pre billing and renewal email to let you know ahead of time.
  
  We apologize as your request for a refund is outside of the 60 days refund policy for annual subscriptions. You may see further details at the link below:
  
  *********************************************************************************************
  
  At this time your autorenewal has been disabled already to prevent any future charges and we apologize for any inconveniences this may have caused.
  
  Thank you,
  The Norton and LifeLock Escalations Team 

• Initial Complaint

  Date:09/11/2025

  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.

  MY LIFELOCK ULTIMATE PLUS MEMBERSHIP ISN'T BEING HONORED. CUSTOMER SERVICE REPRESENTATIVE LIED THAT MY MEMBERSHIP DIDN'T COVER FINANCIAL FRAUD IDENTITY THEFT AT MY EXCITE CREDIT UNION OR IDENTITY THEFT MAIL FRAUD AND REFUSED TO PROCESS MY CLAIM.

  

  Business Response

  Date: 09/15/2025

  Hello there
  
  Thank you for reaching out, and Im sorry to hear about your experience. In order to better understand the situation and assist you further, could you please provide a few additional details?
  
  What specifically occurred, and what was the nature of the identity theft or fraud you experienced?
  
  When did the incident(s) take place?
  
  Do you recall the date and time of your interaction with our customer service representative, or the name of the representative, if available?
  
  This information will help us investigate the matter thoroughly and ensure it is addressed appropriately. We appreciate your patience and look forward to resolving this for you as quickly as possible.
  
  Kind regards,
  NAM Advancement Team 

• Initial Complaint

  Date:09/04/2025

  Type:Billing 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 June 29, 2005, I cancelled my renewal of Norton's 360 anti-virus subscription which expires on August 2, 2025. I was a subscriber for 15 years. I no longer trust Norton's anti-virus subscription. Norton's charged my credit card early on 6/28/25 for $138.61. They make it virtually impossible to cancel. I just want my refund. Norton's did offer me a discount of $49.00, but I don't want to be going through the same problem next year, since I cancelled this year. I no longer want to do any business with Norton.

  

  Business Response

  Date: 09/09/2025

  Hello there,
  
  Thank you for contacting us regarding the recent charge of $138.61 for your Norton 360 subscription renewal.
  
  Our records show that your subscription was enrolled in automatic renewal, which is designed to ensure uninterrupted protection by renewing your service before it expires. As noted in our renewal policy, charges for annual subscriptions may be processed up to 35 days prior to the expiration date. In your case, the charge was applied on June 28, 2025, ahead of your subscriptions renewal date of August 3, 2025.
  
  To keep you informed, we send pre-billing notifications to the email address associated with your account in advance of the renewal. These emails include the upcoming billing date, renewal price, and instructions on how to cancel the subscription if you choose not to continue. We can see these email were successfully sent over to your email.
  
  Additionally, we search for any interaction you had with our support team regarding a cancelation request but only seen you contacted us on September 4th, 2025.Because the renewal was processed according to the agreed-upon subscription terms and outside of our 60-day refund window, your refund was initially denied.
  
  Kind regards,
  NAM Advancement Team 

  Customer Answer

  Date: 09/09/2025

  That is not true. I canceled on 6/29/25. My credit card company notified Nortons that I was seeking a full refund prior to the 60 days. Nortons is not customer friendly. They were notified of the cancellation and refund request within the 60 days. Why has my expiration dates change from Aug 6 to Aug 2? They have annoying popups that you cannot get rid of. I had to search the internet for the customer service number. The customer service *** said that nobody else at Nortons can help me. Thank you for your attention to this matter.

  

  Business Response

  Date: 09/15/2025

  Hello there,
  
  We understand that this situation has been frustrating, and we appreciate the opportunity to clarify the process for you.
  
  Please note that initiating a dispute or refund request through your credit card company is not the same as formally canceling your membership. To properly cancel a Norton subscription and stop future billing, a cancellation request must be submitted directly through your Norton account or by contacting our customer support team.
  
  While we acknowledge that you may have contacted your credit card company on 6/29/25, we did not receive any direct request to cancel your subscription. As a result, the subscription remained active, and charges continued as scheduled.
  
  Chargebacks are typically intended to protect consumers from fraudulent or unauthorized transactions. Since this was not the case here, your bank ultimately declined the dispute and allowed the charge to stand.
  
  That said, we understand the confusion surrounding this matter. As a courtesy, were happy to make an exception and offer you a prorated refund from the time remaining, should you decide not to continue with the service.
  
  Please let us know if you would like to proceed with this offer, and we will provide the next steps to process your refund.
  
  Kind regards,
  NAM Advancement Team 

  Customer Answer

  Date: 09/15/2025

  
  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:09/04/2025

  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.

  In July of 2025 Lifelock charged my credit card without my consent for ******. They also misrepresented their company as Norton Anti Virus. I disputed the charge. My credit card company investigated and stated this was actually Lifelock. I did not authorize Lifelock to renew an account and bill my credit card. They did this fraudulently and without authorization. I called them to ask for a refund and they refused to do so. I want the full refund and a letter to my creditor stating they fraudulently billed me for services I did not elect or purchase.

  

  Business Response

  Date: 09/09/2025

  Hello there,
  
  Thank you for reaching out and sharing your concerns. We understand how frustrating unexpected charges can be, and we appreciate the opportunity to address the matter and provide clarity.
  
  Our records confirm that your LifeLock subscription was automatically renewed on March 27, 2025, in the amount of $124.99. This renewal was processed in accordance with our standard terms, using the payment method on file. LifeLock, a part of Gen Digital Inc., is affiliated with Norton, which is why you may have initially believed the charge was related to Norton services.
  
  Please note that we send advance email notifications before an upcoming renewal, which include the renewal date, amount, and instructions on how to cancel or manage your subscription.
  
  As outlined in our Cancellation and Refund Policy, annual subscription renewals are eligible for a full refund only if the request is made within 60 days of the renewal date.
  
  In your case, since the renewal occurred on March 27, 2025, the 60 day refund window has unfortunately passed. As a result, the charge is not eligible for a refund under the terms of our policy.
  
  Because the charge was tied to an active subscription with auto renewal enabled and was processed according to our standard billing practices, it is not considered a fraudulent charge. For this reason, we are unable to provide a letter to your creditor indicating that the charge was unauthorized or fraudulent.
  
  Kind regards,
  NAM Advancement Team 

• Initial Complaint

  Date:09/04/2025

  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.

  After being enrolled and billed automatically on a credit card in my name for at least two decades, Lifelock/Gen Digital refuses to confirm my identity and cancel my account upon request.I keep getting a runaround and told they they have "locked my account", and I must submit my driver's license and social security information to either an address or fax number in ******* to unlock the account. Then MAYVBE I can actually cancel my account.I don't relish exposing my two most critical pieces of identity info over questionable venues.Further, after directing my credit card company to cancel this charge, Gen Digital continues to charge under another account number.This has not been a good or trustworthy company in my personal experience, and I would not recommend anyone dealing with them.

  

  Business Response

  Date: 09/09/2025

  Hello there,
  
  We understand that security processes can sometimes feel inconvenient, but please know that your privacy and the protection of your personal information (PII) are our highest priorities.
  
  Your account currently has a Failed Authentication flag, which indicates that the required identity verification steps were not successfully completed during a recent contact attempt. For security reasons, we are unable to proceed with any account-related support until this matter is resolved.
  
  This process is in place to ensure that only authorized individuals can access or make changes to your account. We take the responsibility of protecting your sensitive information very seriously, and these extra steps help prevent unauthorized access and identity fraud. To remove the flag and regain access to your account, you have two options:
  
  Update Your Verbal Passcode Online:
  You can log in to your online portal and update your verbal passcode under your account settings.Once updated, the authentication flag will be automatically removed, and normal support can resume.
  
  Submit Documentation:
  If you're unable to update your passcode online, you may submit verifying documents to complete the authentication process. Instructions for doing so have been sent to the email we have on file.
  
  In reviewing your account recently, it appears that you have successfully submitted the required documents to regain access to the account. Additionally, there seems to be some confusion, as we have received information related to two different accounts?
  
  Regarding the $12.72 monthly subscription charge, the purchase of a monthly subscription is eligible for a full refund, if requested within 14-days of the date of purchase.Subsequent monthly renewals are not eligible for a refund.

  For any additional questions or concerns you can contact our member services team by phone at ****************.
  
  Kind regards,
  NAM Advancement Team 

• Initial Complaint

  Date:09/03/2025

  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.

  In September 2024, I activated a subscription for Norton. On August 17 2025, I was charged with a new subscription for a September 20 2025 start date. It was too early and I was not given prior notification that this charge was going to take place. The Norton policy gives you 60 days after the renewal date to cancel but there is no way on the webpage to cancel (no cancel button, email, or chat option) since I bought the original subscription from a third-party. I would like to have a refund under Norton's policy on the new subscription.

  

  Business Response

  Date: 09/03/2025

  Hi There,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After further review, we did send you a pre-billing/renewal email on 07/10/25 letting you know that your subscription was set to renew. We bill a month in advance to prevent any lapses in your protection.
  
  At this time, we have issued a refund for you back to the card on file. You will receive an email as confirmation that the refund has been submitted with refund details included.
  
  Thank you,
  The Norton and LifeLock Escalations Team