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

  
• 

  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

  
• 

  NortonLifeLock

  380 Ellis St Mountain View, CA 94043-2202

• 

  Avast Software, Inc.

  2625 Broadway St Redwood City, CA 94063-1532

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:01/31/2023

  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.

  My new norton won't install. An agent took over my computer and made it even worse. Now it does not even try to install.The agent told me to remove my old norton but there was none in my applications under settings. He just ignored that.Then he told me go to my x86 program files and then the norton folder, and remove the files. I told him there were no files in the folder. He didn't seem to understand the difference between a "file" and a "folder". I told him the folder was there but no files were in it, it was empty. He just kept repeating himself.He took over my computer. Then he closed the remote window that would allow my to talk to him and end the session. He starting going through OTHER folders, not he one he told me to use. He was all over my computer and then he started going through my PERSONAL files. There was no reason for him to go through my desktop files at all.During all of this I got a message that said my program did not work on windows 10, but the listing and package said it did. It kept telling me it was removing old files and then said there was an error, repeatedly. Now the installer won't work at all, it claims another installer is open, but there was none open. Task manager said that the only thing open was ******* I did a fresh start...not a restart. The same thing kept happening, NO program was open at all once I closed the installer window after it failed to work. I then got a message saying I still had 21 days left on my norton that expired in december.I got a call today from someone that I could not understand. I did not even know what company was calling until I dialed back. I still could not understand what was being said and went through 3 agents. I have to enter my "test" number 3 times. the first time it said they were waiting, then it said the got it and seconds later I got another recording saying they were still waiting for the number.Some one that I can understand needs to call me.

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team.
  
  We apologize that was the experience you had when trying to install the Norton product and the agent went through your personal files, that should not have happened.
  
  With you having Windows 10 our product should work. It's possible the reason it was not installing is because you were in "S Mode" within ********* Edge which prevents our product to install and should prompt you to install from the ********* Store.
  
  Linked below are step by step instructions on how to install:
  *********************************************************************************************
  
  If you are still having issues installing Norton, you may contact our main Norton Support Line at ************* for further assistance.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

  Customer Answer

  Date: 03/08/2023

  I was not in "S mode". Edge is disabled as I don't like it. You are supposed to provide security, why did you take SO long to respond. I returned the item and am using a different security. You need a *** based team for escalated issues. Your support is impossible to understand and none of them seem to know what they are doing. At least one of them can't be trusted as he was going through my personal files and completely screwed up my computer. I had to pay someone to get the bits of the program off of my computer and it would not allow me to do it..in admin mode. You cost me almost $500 to undo what your "techs" did to my computer, and I am fairly computer literate.

  For people with mild hearing loss the thick accents are completely indiscernible and even for young people with perfect hearing. Kindly send me a check for the $472 you cost me.

  

  Business Response

  Date: 03/09/2023

  Hi There,
  
  Thank you for contacting our team and we apologize in the delay of responding.
  
  Unfortunately we are unable to reimburse customers for services rendered from third party services not affiliated with Nortonlifelock .
  
  Kind Regards,
  The NortonLifelock Advancement Team

• Initial Complaint

  Date:01/30/2023

  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.

  On 11/21/2022 I cancelled my subscription to Norton lifelock because I could no longer afford it. I received an email confirming my cancellation. On 12/20/2022 a representative from the company called to convince me to resubscribe for the discounted price of $41.99 a month for 12 months which I agreed to as that was within my budget. I received an email confirming the new price to take effect and be billed monthly starting on 1/20/2023. On 1/20/2023 I was charged incorrectly the previous amount ($74.19) that I couldnt afford and the reason I cancelled I the first place. This was done through my set up automatic payment through PayPal. I called requesting a refund of the difference and was told my case had to be escalated to get a refund and if hear back in 3-5 days. I waited and received no call. I called today 1/30/2023 and was told I never cancelled and was aware Id be charged the higher amount. I sent them screenshots of the emails I received stating otherwise and was told it was never processed and they cant give me a refund even though they fraudulently got me to resubscribe by promising a lower price and charging me differently then blamed it on me. I have since cancelled my subscription but am worried they will still charge me and I never got the refunded difference as to what I agreed to pay vs what they actually charged me. This company is supposed to protect its consumers from fraud and instead they are victimizing people.

  

  Business Response

  Date: 03/09/2023

  Hi there,
  
  Thank you for contacting our team.
  
  We apologize the experience you had with us causing you to cancel your subscription with us.  
  
  As a goodwill gesture we will issue a refund for the month of January in its entirety.

  
  Kind Regards,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 03/09/2023

  
  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:01/30/2023

  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.

  In August of 2022 i have paid 37 dollars plus a month up until now. My phones, identity has partially been stolen and after long talks with LifeLock. They said that most of my issues and problems I was facing would be resolved. They have not been resolved at all. I keep calling LifeLock to resolve issues with identity, devices being hacked, accounts being stolen along with my LifeLock account itself. My ex gf has been hacking into my accounts over and over for the past 4-5 years. Information keeps being messed pertaining to LifeLock with my Network and LifeLock itself. Because of the lack of repsonsbility and knowhow regarding all of what I have explained. LifeLock is responsible for not reaching out to resolve whatever issues I personally have. Because of this I would like a full refund.

  

  Business Response

  Date: 03/08/2023

  Hi There,
  
  Thank you for contacting our team.
  
  Were sorry to hear that you wish to cancel your subscription. We have received your cancellation request and have disabled your auto renewal.
  
  If you believe you have been a victim of true Identify theft, where an application has been submitted using your PII for Credit Cards, Loans, Cell Phones, Utility Companies, the alerts department is designed to help you through this process.
  
  We would also encourage you to reset passwords to all account you suspect of being compromised
  
  Kind regards,
  Norton LifeLock Advancement Team

• Initial Complaint

  Date:01/29/2023

  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.

  On 01/28/2023, Norton charged me for the full amount of $109.99 + tax for an annual renewal fee, even though I had originally subscribed through a monthly payment plan. They even charged this amount to my account on a Saturday, no less. When I contacted them to find out why they charged this fee without notifying me in advance, I was told that the pre-billing notification email had possibly gone to my Spam folder. I then located the email in my Spam folder, which I found strange since other emails from Norton did NOT go to my Spam folder, including the one notifying me that I had been billed. I've now been told that I must wait 5-7 business days for a refund. To the best of my knowledge, I thought I would be able to renew using the monthly payment plan. Being charged for this amount without proper advance warning (i.e., not mysteriously winding up in my Spam folder) is causing me undue financial hardship, as I did not expect this charge and it may result in my account being overdrawn. I wish to have my refund expedited ASAP. It should not take 5-7 business days for a refund for a charge that I did not authorize. I originally signed up for the monthly plan on September 24, 2022, so it hasn't even been a FULL YEAR since I've had the account anyway. The original enrollment email said my plan would auto-renew on MARCH 4, 2023 and said nothing about being billed EARLY on 01/28/2023. I also fully expected to be notified in ADVANCE and to be given the option to renew under the MONTHLY PLAN that I originally subscribed under.

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team.
  
  We apologize for the inconvenience you had in regards to your billing issue. Sometimes our emails do go to the spam folder, but you can try to add our email to your email contact list to avoid our emails going to spam.
  
  After reviewing the status of your refund, it does show on our end that we issued it on 01/28/23.If you have not received it please contact your bank.
  
  Your account does show that it is under an annual subscription still, if you would like to switch to a monthly subscription please contact us directly to update your account as such.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

• Initial Complaint

  Date:01/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am making a complaint on a calked LifeLock which their corporate office is located in *****, **. On December 17th 2022 I asked for subscription to be cancelled and email was sent stating that it was cancelled but I have noticed when I signed up for LifeLock on December 17 ************************************************** there system from 7 to 8 years ago maybe more than that and it was odd to me if I had cancelled my account years ago why would you still access to my information like especially when I have notified all 3 bureaus and social security office and the ***************** and IRS of my identity has been stolen and I also have a fraud alert on all of those companies listed and this company still have access to my information and lately I have received 4 emails from this company on January 17 2023, January 23 2023, January 25 2023, January 26 which is today at 9:27am this morning telling that new report activity detected which they are intentionally and purposefully and knowingly doing this on purpose towards me after I told you to cancel my account that means removing my personal information from their data base which they never did from years ago as well. I documentation of emails sent by LifeLock themselves and when I called them on this past Sunday they wanted to verify information on my account that when I signed up didn't put on my account I still have access to my account and I know what information was inputted on there. They asked to verify and icloud email which I don't have and never had and that right was suspicious to me as well that someone from there company has been spying on me or monitoring me illegally and invading my privacy which is extremely illegally and a lawsuit. Then they also have a number that was listed in my account that don't have and that isn't the number in my account either which also suspicious to me as well how when I asked for them to cancel my sccoumt in December 17 2022 and I had verified my info with them and pass it and the information given wasn't what they are now saying for me to verify which sounds to me that they are wanting me to give them info to them for someone to gain access to my account or to me which the information isn't correct.

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team and bringing this to our attention.
  
  We would like to reassure you that it does show in our systems that your account has been canceled and no longer active and we apologize for the inconvenience.
  
  You should no longer be receiving emails from us.

  If you are, you can opt-out from receiving our emails at the link below:
  *************************************************************************************
  
  Kind Regards,
  The Nortonlifelock Advancement Team

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/16/2023 I tried logging into my LifeLock account & found my password didn't work. Changing the ** required entering my current one.. So I tried calling LifeLock using their listed number. My call was answered by someone who said he was with Norton & responded to my ** question by telling me my data had been hacked & he could fix it. It eventually became clear that he was not with Norton but was an identity theft hacker. It's now 1/25/2023 & I'm still working to clean up the **************** my personal & financial information.

  

  Business Response

  Date: 03/08/2023

  Hi There,
  
  Im sorry to hear about your experience and that our staff didnt meet the level of service we strive for.
  
  When a user clicks Forget password, they enter their email address and LifeLock sends the below email.Clicking on the link brings up a password reset page where the customer is prompted to enter a new password, completing the account recovery process. This process if done correctly this would not require entering your current password.
  
  Recover your Norton LifeLock account
  ************************************************************************************
  
  You can verify the legitimacy of correspondence sent from NortonLifeLock here: ************************************************************************************
  
  Kind regards,
  Norton LifeLock Advancement Team

  Customer Answer

  Date: 03/10/2023

  I understand that the change password process you described in your response to the BBB is WHAT WAS SUPPOSED TO HAPPEN. However, that's not what happened on 1/16/2023 when I was unable to login to LifeLock/Norton so tried to change my password.

   

  I understand the the Change Your Password procedure you described in your response to the BBB is what was SUPPOSED TO show up. However, the form that actually appeared wouldn't let me change my password unless I entered my current password.

  If I'd known that the call I then placed to the **************** number for **********************/********************** would be answered by an identity theft scammer, I would have taken a screen shot of the Change Your Password screen I saw.

  I've since dealt with the long aftermath of having given the identity theft scammer information while I still believed I'd reached LifeLock/ Norton & he was a Norton tech employee as he claimed to be.

  My purpose in filing the BBB report was to alert you & the public that an identity theft scammer had successfully hacked your **************** number.

   

   

  

  Business Response

  Date: 03/13/2023

  Hi there
  
  Thank you for contacting our team.
  
  I apologize for the misunderstanding and miscommunication that led to my previous explanation. I appreciate your time and effort on letting us know about this matter. We take something like this very serious and would like more information about this interaction.
  
  Would you please be able to provide the phone number you called, that was listed?
  
  Was there a case number or reference number provided to you on the call?
  
  Was any personal identifiable information provided as a result of this call?
  
  Please feel free to contact us directly through this secure link for any support or questions.
  ******************************************************************************
  
  Kind Regards,
  The NortonLifelock Advancement Team

  Customer Answer

  Date: 03/14/2023

  
  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:01/25/2023

  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.

  This is my second complaint against Nortonlifelock for charging my account without permission. I received an email on January 25, 2023 thanking me for purchasing a subscription for $38.40 to my card ending in ****. I never at anytime authorized this charge or signed up for any service with Norton. Since this is the second occurrence of their fraudulent activity on my account I will have to call my bank and request a new card. I do not know how Norton got my card. I am going to also report them to the ********* department of consumer affairs.

  

  Business Response

  Date: 03/08/2023

  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.  
  
  We have taken a look at the issue and are pleased to inform you that we have granted a refund in the full amount of $38.40 to the card on file.
  
  Kind regards,
  Norton LifeLock Advancement Team

• Initial Complaint

  Date:01/24/2023

  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.

  On **** I was charged $5.99 by CBI*AVIRA. This is after telling them I shouldn't have been charged the month prior and getting a refund. So I thought after asking for refund last month that they would be smart enough to realize I no longer want them to take my money but apparently that's not the case. I am filing this complaint because I believe companies who continue to charge people after the person as clearly indicated they don't want to be is just wrong. Irregardless if the person responds after that fact. The company being told I don't want to do business with you should suffice.

  

  Business Response

  Date: 03/08/2023

  Hi there,

  
  Thank you for contacting ourteam.

  We will reach out the relevant team regarding this concern and reach out to the customer once we have information on the outcome.
  
  Kind Regards,
  The NortonLifelock Advancement Team.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Norton 360 with LifeLock which also comes with a subscription for antivirus protection. On or around 9/19/22, I had some issues with my computer and I thought I had a virus. I called Norton for troubleshooting and they were able to determine that it was not a virus and that something else had happened with my **************** subscription. In order to fix it, I had to purchase the Help Desk which I asked to have for 1 month only for $19.99 while we fixed the issue. I am sure there was a recording when the subscription was purchased and me making it clear that I only needed the help desk for (1) month of service. Due to me having Norton Life Lock, I was already being charged $15.93 a month for service so I didn't notice the additional charge for $19.99 until this month. I have been charged erroneously for 4 months additional and I would like to be refunded. SERIAL NUMBER: ************

  

  Business Response

  Date: 03/08/2023

  Hi there,
  
  Thank you for contacting our team and bringing this issue to our attention. 
  
  We are currently investigating the customer's case and will reach out to the customer accordingly.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

  Customer Answer

  Date: 03/08/2023

  i sent this complaint over a month ago and I still dont have a response or a refund.

  

  Business Response

  Date: 03/09/2023

  Hi there,
  
  Thank you for contacting our team, we apologize for the delay.
  
  We are currently investigating the customer's case and will reach out to the customer accordingly.
  
  Kind Regards,
  The Nortonlifelock Advancement Team

  Customer Answer

  Date: 03/14/2023

  
  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,
  
  Shycole ****
  
   
  

• Initial Complaint

  Date:01/23/2023

  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.

  In 2022 I purchased an additional feature to my Norton Anti-Virus, called "Secure VPN". Cost was approximately $60. This feature often blocks my internet connection and prevents me from printing. I requested Norton's assistance, and their tech could not make the repair, except to tell me to turn off the feature. I asked them to remove it from my PC and give me a pro-rated refund. Norton failed to respond to this request.I made several attempts to talk to Norton. All I received was a help desk tech who knew nothing about how to make the repair. I asked about a refund, and they did not *********** today, 1/23/2023, another Norton tech emailed me to ask if I wanted to provide feedback, and they would notify the appropriate department. Each time there is a new tech I must explain the situation all over again. Nobody is helping. Nobody is offering a refund. They are giving me a runaround. Please help.

  

  Business Response

  Date: 03/09/2023

  Hi There,
  
  I am so sorry to hear that your experience with our company has not met your expectations.
  
  Looking into this matter what was purchased was the Norton AntiTrack for USD $60.96 for your first year. Norton AntiTrack helps keeps your online activities and digital footprint private. Its key features help to hide your identity from tracking and fingerprinting attempts made by browsers and individual websites. This would not be the same as the VPN.
  
  Features of Norton AntiTrack
  *************************************************************************************
  
  If you are unable to access a specific website when Norton AntiTrack extension is ON or enabled, this is because Certain websites require tracker blockers to be turned off in order to function correctly. Turning off tracker blockers may make your personal information vulnerable to cybercriminals.
  
  Allow Tracking & profiling for websites,
  1)            Open your browser and launch the website for which the tracker blocker needs to be disabled.
  2)            Click the Norton AntiTrack browser extension.
  3)            In the Blocking tracking and profiling window, under Disable AntiTrack on this site, click Once or Always.
  When AntiTrack is disabled, the tracking and fingerprinting attempts of a specific website will not be blocked.
  
  You can also enable Norton AntiTrack extension for a specific website that was disabled earlier. To enable Norton AntiTrack again, click Enable AntiTrack for this site on the Norton AntiTrack extension window.
  
  For any prorated refund please feel free to contact our member services and support team Please use the link below to contact us directly.
  ******************************************************************************
  
  Kind regards,
  Norton LifeLock Advancement Team