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

• 

  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

• 

  Gen Digital Inc

  4101 Yonge Street, Suite 501 Toronto, ON M2P 1N6

• 

  Gen Digital Inc

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

  

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:06/08/2023

  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.

  Every time you do something with Norton (scan, fix issue, etc.) and another dozen times a day with pop-ups.....Norton tries to upsell me on another service. this is VERY annoying and bothersome as I try to get my work done.

  

  Business Response

  Date: 06/08/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  Regarding the pop-*** you are getting, we have some information & instructions on how to help minimize/remove unwanted pop-*** here:
  *********************************************************************************************
  
  Norton continuously scans your PC to protect against threats automatically, but you can also run manual scans or performance tasks and have some control. The below link has additional information about the Norton Scans:
  ***********************************************************************************
  
  At this time we are unable to provide any free services for any of our products. Contacting ** directly may be beneficial so that we can assist you 1 on 1; our phone number is *************.I apologize for any inconveniences this may have caused.
  
  
  Thank you,
  The NortonLifelock Advancement Team

• Initial Complaint

  Date:06/07/2023

  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.

  2011 My daughter in law offered to place my device on her ********* She canceled the plan without renewal . Norton continued the plan with my credit card information for all they re computers no longer active .They were replaced with business computers. Covered by another anti virus company All Norton notifications went through her Email she thought was advertisement didn't open put in trash so I was never notified and had no knowledge of the account. With research after the incident found the contract states if a person is added to an existing account they must submit they're own Email. I didn't have one at the time . How did it go through. This would not have happened. Never saw it never knew it. Withdraws from my credit card ****** yearly for 8 yrs plus I had my own account not knowing of this one. My credit card numbers changed 3 times they took my new information without notification .I did not initiate the account I was just an add on because my daughter in law and son were paying for the extra device anyway. So me the add on with no Email access was left holding the bag. The account continued without me and without my daughter in laws knowledge because she knew she canceled the account .*********************** account requirement states If you have add on persons each need an active Email to apply how did it go through in the first place. Where I work all order application information needs to be completed or it does not happen or you are warned of erroneous errors. They took my credit card and hit the ground running. If anything please don't let this happen to anyone else. Thank you for your time and consideration regarding this matter. ***********************

  

  Business Response

  Date: 06/08/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, I do see where the account is in your name so there may have been  a misunderstanding. It is true that in order for someone to have a subscription with us, they would need an email address and it does show that there is one on file for you. It may not be your email address, but there is one on file and that is part of the reason how the account could have been created. You may need to talk to your daughter in law if you haven't already because in our system it is showing that you have had an account with us. She may have only cancelled her individual account, but not the entirety of the account which would of included yours and anyone else on the account.
  
  I see where a case was created on 06/07/23 where you spoke with our customer support team and an agent had issued you a partial refund of $34.55. It does take about 5 - 7 business days for that amount to go back to the card we have on file. If you no longer have that card, we can re-submit the partial refund and you would then receive it by check. If you have disputed any of the charges with your bank,they would need to complete their investigation before we can do anything else.
  
   If you have any questions, please contact us at *************, I apologize for any inconveniences.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 06/10/2023

  Norton states Main subscription contract cancellation .This will cancel your main subscription contract and all add on subscriptions. So why did it not cancel my daughter in laws add on subscriptions along with the main subscription cancellation?

  

  Business Response

  Date: 06/13/2023

  Hi there,
  
  Thank you for contacting our team.
  
  The account that I am locating with the email you provided via BBB is showing with your name and email. As stated previously I do see where the account has been refunded and I see that the autorenewal has been turned off. It's possible that when your daughter in law added you, it instead created an account for you individually since I am finding an account again with your name and email. It may not be your email,but there is an email listed. Rest assured though, the account with not renew and it will be cancelled out completely, and it does show here that a refund was issued.  I apologize for any inconveniences this may have caused. If you have any questions, please contact ** at *************.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 06/17/2023

  
  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:06/04/2023

  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.

  I contracted with Norton title lock to monitor my properties.They list 4 properties on my record, 2 of which I do not own (************************************************************ *****and *************************************************************)I only own ********************************************************* and ************************************************************ On May 6, 2023 I advised Support of the error (Case ********). As of today, almost a month later, no change has been made in my list of monitored property.It appears that the Support Agent did find a way to make the change. Please help.

  

  Business Response

  Date: 06/05/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, it does show on case ******** that it has been escalated to the correct team who is working on this for you. They have informed that they have submitted a request to remove the addresses that do not belong to you. I apologize, but as of right now there is not estimated time on when the discrepancies will be resolved. Once a resolution has been reached, our team will reach out to you to confirm that the addresses have been removed within your online portal if they haven't already. Please be patient with ** as we work on this for you.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 06/13/2023

   I have responded twice to you that there has been no resolution. The below says they will have someone look at it
  
  There has been no resolution 

  
  

  Please keep complaint active until resolution

  
  

  Thx

  
  

  G

  
  

  
  

  **************************

  **************

  
  

  

  Business Response

  Date: 06/13/2023

  Hi there,
  
  Thank you for contacting our team.
  
  Correct, as previously stated it is still being investigated as a ticket has been submitted to request to remove the addresses that do not belong to you. As of right now there is not estimated time on when the discrepancies will be resolved. Once a resolution has been reached, our team will reach out to you to confirm that the addresses have been removed within your online portal. If you have any questions, please contact us at *************.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 06/14/2023

   ******
  
  Is is disappointing that 6 weeks have gone by since my original support desk call and they cannot solve this issue or offer any meaningful update
  
  Please keep this complaint open until they resolve my issue
  
  Thx
  
  ***********************

• Initial Complaint

  Date:06/02/2023

  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 subscribed to *********************************************** and asked multiple times to be unsubscribed both from the service and the emails. I was consistently told the emails were turned off but I still get them daily. I also was emailed that my subscription was extended by 2 months (without my consent) at no extra cost but I was eager to end it. When I called, they asked me for the email address it was sent from and said it was actually their email address but they never sent it.

  

  Business Response

  Date: 06/05/2023

  Hi there,
  
  Thank you for contacting our team.
  
  After investigating the status of the request, It seems that you disputed the charge with your back, making this in a Chargeback status.
  
  When a chargeback happens, the disputed funds are held from the business until the card issuer works things out and decides what to do. If the bank rules against the business, those funds are returned to the cardholder. If the bank rules in the business favor,theyll send the disputed funds back to business.
  Unfortunately, this can be a complicated and time-consuming process.
  
  I am happy to say that your subscriptions auto renewal has been turned of but there are still days remaining on your current account. I understand how frustrating it can be speaking to customer support agents, but it is necessary to contact us and work with our agents to complete the process of your request. If the call is disconnected prematurely and without verifications our agents are very limited on what they can update and change.
  
  If you would rather contact us online, please use the link below to contact us directly. It will verify you in, let you know of the hold time, and give you a case # to provide the agent you reach. ******************************************************************************
  
  You can always of course, reach us by calling **************. We want to help you and provided you with resolution you deserve.
  
  Kind regards,
  Norton LifeLock Advancement Team

  Customer Answer

  Date: 06/05/2023

  I never disputed the charges with my bank.

  

  Business Response

  Date: 06/07/2023

  Hi There,

  Thank you for being a loyal customer of ours. Im sorry to hear that you wish to cancel your subscription and to hear about the experience you received. We are glad to hear from you.

  We are sorry to hear youre not happy with our product, we also fully understand your decision. Per your request we will fully cancel out your subscription and make sure to remove you from Marketing and Product related emails per your request. Although were sorry to hear that youve decided to discontinue our service, and we appreciate the opportunity to have served you.

  Once your request has been completed, you will receive a confirmation email. If you have any questions or concerns, please dont hesitate to contact our customer support team
  
  We hope to have the opportunity to serve you again in the future. Have a great day.

  Kind regards,
  Norton LifeLock Advancement Team

  Customer Answer

  Date: 06/08/2023

  
  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:06/02/2023

  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.

  I informed Norton on March 24, 2023, ***************) that I do not want to renew my annual subscription. I sent 16 messages through ******** (FB) starting from March 24, 2023, to Norton stating that I do NOT want to renew my annual subscription! Norton charged $ ***** to my Mastercard despite by numerous intimation to Norton telling them that I do NOT want to renew my annual subscription!! In addition, Norton does NOT have any customer service email where consumer can send any messages!! This is deliberately done so that consumers are forcefully cheated so that they do not have evidence of their intimation to Norton. This is how customers are cheated! My intimation to Norton sent via FB are documented!The amount $ *****, charged on 04/23/2023, must be refunded!

  

  Business Response

  Date: 06/05/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, I did locate a case where you did contact us via web chat on 03/24/23 stating you did not want to renew your subscription with us. The reason your subscription was renewed still was because you had exited the chat before we were able to assist fully. I will disable the auto renewal on your subscription which you will get an email verification for, and submit a request for your refund. We will contact you accordingly regarding your request for a refund. We apologize for any inconveniences this may have caused.
  
  Thank you,
  The NortonLifelock Advancement Team

  

  Business Response

  Date: 06/05/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, I did locate a case where you did contact us via web chat on 03/24/23 stating you did not want to renew your subscription with us. The reason your subscription was renewed still was because you had exited the chat before we were able to assist fully. I will disable the auto renewal on your subscription which you will get an email verification for, and submit a request for your refund. We will contact you accordingly regarding your request for a refund. We apologize for any inconveniences this may have caused.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 06/05/2023

  The reply stated by Norton is absolutely incorrect and inaccurate!!  
  I called and cancelled the auto renewal! Then I sent 16 MESSAGE to Norton via ********* but still my auto renewal is FORECEFULLY renewed!! This is NOT ACCEPTABLE!! 
  The case must NOT be closed until I receive the amount ($ *****) that was FORECFULLY charged!  I will inform BBB once I receive the amount and then only the case can be closed!!!
  Why NORTON is doing a business very differently despite numerous messages as well as Phone call by the customer?  

  

  Business Response

  Date: 06/06/2023

  Hi there,
  
  Thank you for contacting our team.
  
  I apologize for the misunderstanding - you may have contacted us by phone, but I was going off of the information in our system. Unfortunately there are no notes regarding the call, which I apologize about as our agents know to create a case for their calls.Nonetheless,  your account will not renew as I have disabled the autorenewal. I did not mention anything about your case being closed, as I previously stated I have submitted yesterday that you requested a refund. Before we can issue a refund, we have to review the case and do our due diligences by follow proper procedures the company has in place.The correct team has finished reviewing your case and, we will continue to cancel your subscription and issue the refund that you have requested. You will receive an email today with confirmation that your refund was issued along with refund details. If you have any questions you can contact ** at  *************.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 06/08/2023

  WHY is Norton repeatedly lying with inaccurate Info??  The phone did NOT disconnect!  In addition, I sent "16 MESSAGES" to Norton via FACEBOOK!!  It is absolutely evident that Norton's intent is very different.  They simply have to FORCEFULLY charge the MASTERCARD!!  This malafied intent is not acceptable!! 

• Initial Complaint

  Date:05/30/2023

  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.

  Entered by BBB staff LO Consumer states the business has previously taken money out of her account without her authorization. She states they sent her an email stating that her account will be billed $426.19 on 5/31/2023.

  

  Business Response

  Date: 06/05/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review, we have no record of you in our system at all - no accounts, no subscriptions. It is highly possible that the email you received was a spam/scam email pretending to be **. Unfortunately these types of support scams are all too common in the tech sector. ******** will pose as legitimate companies in order to gather funds or information from people.
  
  I would urge you not to respond to this email. Simply move it to your deleted folder and add the sender to your spam filter. Do not click/follow any links or contact any phone numbers contained in a suspicious email.
  
  You can report any further spam or scam emails directly to **. See here for instructions: *************************************************************************************
  
  Here is a support article with more information on these types of scams: **********************************************************************************************************************
  
  
  Thank you,
  The NortonLifelock Advancement Team

• Initial Complaint

  Date:05/30/2023

  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.

  An accounting firm we have used (******** CPA) had a data breach and all of my families information was compromised (someone filed our income tax returns, purchase phone, applied for credit cards). We signed up for Norton LifeLock. This product is a scam. We were alerted from another identity monitoring site that my husband has through work, that someone was attempting to sign up for an AMEX card in his name. Received nothing from LifeLock, so contacted them. Started with a chat through customer support, then was told to call. Spoke with someone and they told me the activity with AMEX had not occurred. About a week or so later, AMEX reached out about the credit card account that had indeed been applied for. Reached out to Norton again, through chat, was again told to call. Call and spoke with representative that told me (rudely I may add) that nothing can be done about it over the phone and that I would need to wait for an email from "the team reviewing" our case. Received an email a couple days later with zero valuable information telling me essentially to contact customer support. We have continued to have people using my husband's names for larger purchases, without any notification from Norton. At this point, I just want to be reimbursed so I contacted them again. Chat customer support again told me to call. It's just a pointless circle of customer support in which nothing gets resolved.

  

  Business Response

  Date: 05/31/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  I apologize for the experience that you had with our customer service as that is not the proper procedure that should have been followed. They should have transferred your call to our ***************** where they handle cases relating to identity theft whether you get an alert from us or not.
  
  Although our network includes a large number of companies, keep in mind that the network does not cover all transactions at all businesses. Not all merchants participate, and on occasion an application may be submitted by a lender or service provider that doesn't fall within our network. In limited circumstances, it's also possible that an application made within our network may not result in an alert.
  
  Our chat support is useful when regarding general questions, if the issue does require a deeper investigation it would prompt to call directly into us so that we can further assist. Please contact us at ************* to request a cancellation and refund for your account or you can log into your online account and put the request for cancellation and refund for your account. We apologize for any inconveniences this may have caused.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 05/31/2023

  Called number provided, was told I cant receive a refund. Was told it isnt their fault that someone tried to open a major CREDIT CARD in my husbands name and they didnt identify it even though I called them and specifically asked them about it. What is the purpose of this product then? 

  

  Business Response

  Date: 06/01/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  I deeply apologize that our customer service team told you that it isn't our fault you experience identity theft and offered no assistance in this. As previously stated, although our network includes a large number of companies, keep in mind that the network does not cover all transactions at all businesses. Not all merchants participate, and on occasion an application may be submitted by a lender or service provider that doesn't fall within our network. In limited circumstances, it's also possible that an application made within our network may not result in an alert.
  
  Our customer service team should have transferred you to our Alerts Team as they would assist you in ensuring the credit card application is shut down as fraud by doing a mediation call with the bank and they would offer you more information on protecting your credit & personal information such has setting up fraud alerts or credit freezes and more. I understand your frustration, but if you wanted to still report the identity theft to ** please contact our Alerts Team at *************.
  
  If you do wish to still cancel your subscription and request a refund, then you would either need to contact us by phone at ************* or you can log into your online account and request a cancellation/refund of your subscription. Regarding the refund,we wouldnt be able to issue a full refund do to the refund request being outside the 60 days timeframe for annual subscriptions, but a pro-rated refund is an option that we could do. I apologize for any inconveniences this may have caused you.
  
  Thank you,
  The NortonLifelock Advancement Team

• Initial Complaint

  Date:05/25/2023

  Type:Delivery 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 signed up with LifeLock to protect my identify using their Norton 360 LifeLock but the product was never delivered to me, When I contacted Norton regarding non delivery of the product, they indicated that the product was delivered to an incorrect email address.When I asked for a new product to be delivered to me, it was not but my card was charged for a product I did not receive. I then asked that the service be cancelled. I was told that the service was canceled, and my card credited for the amount charged, however. I received an email that the service was extended for a further 60 days. I WANT THE SERVICE DISCONTINUED IMMEDIATELY.

  

  Business Response

  Date: 05/25/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review I can confirm that there has been a refund submitted on 05/23/23 for your account that you requested to be cancelled. You should receive the funds on the card that was on file with ** and you should receive the funds within 5 - 7 business days. If you have an questions please contact ** at *************.We apologize for any inconveniences this may have caused.
  
  Thank you,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 05/25/2023

  
  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,
  
  Kino ********
  
   
  

• Initial Complaint

  Date:05/25/2023

  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.

  I have had to call a cancel this account 4 times since Nov 2022 and I keep getting billed ***** and it's taken from my account. I have no knowledge of setting up account nor have I used this. I have repeatedly asked for it to get canceled and refund my money but I get met with yelling and accusations poor customer service

  

  Business Response

  Date: 05/25/2023

  Hi There,
  
  Thank you for taking the time to write a review. Im sorry to hear about your experience.
  
  Most of our services are offered as automatically renewing subscriptions to help our customers avoid lapses in their service. With an automatically renewing subscription, our customers are automatically billed each month or year (depending on the type of subscription they selected) so they have continuous access to their service without having to worry about expiration dates.
  
  Subscription renewal can be cancelled through customers account or by contacting us before the day on which they are due to be charged.  
  
  I apologize for any inconvenience this may have caused you and we appreciate that you took the time to let us know about the issue. We have looked at the case notes and are pleased to inform you that we will be granting a refund for Dec, Jan, Feb and March as you were on a monthly subscription. You will be receiving a email directly from Norton about the details of the refund. Thank you for working with **.
  
  Kind regards,
  Norton LifeLock Advancement Team

• Initial Complaint

  Date:05/24/2023

  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.

  My FIL had lifelock due to history of identity theft. My FIL passed away so my MIL called Lifelock to cancel the subscription and sent them a death certificate the same day(4/14/23). Instead of canceling it, they renewed it and charged her credit card ******. This was 6 weeks ago. We have called multiple times to try and have her money refunded and get the runaround every time. I called on 5/10 and they told me she would have her money back by the end of the week. She still has not received it and that was 2 weeks ago. They are taking advantage of an elderly woman whose husband recently passed away. Case number is ********.

  

  Business Response

  Date: 05/25/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  After review I can confirm that the account has already been cancelled and a refund was submitted on 05/24/23. Please contact ** directly at ************* if she does not receive the funds within 5-7 business days so we can look further into it. We apologize for any inconveniences this may have caused.
  
  Thank you,
  The NortonLifelock Advancement Team