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

  5700 Granite Pkwy STE 700 Plano, TX 75024-6637

  
• 

  AVG Technologies USA, Inc

  149 Bluxome St San Francisco, CA 94107-1507

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:10/12/2022

  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.

  *******(member services) refuses to give customer rep name that he spoke with *******, customer support supervisor CASE # ******** My name is ********************************I just got off the phone with a supervisor in ***************** his name is ***************I explained to him that I believe in March(the date is noted on the account(renewal)) I spoke to a rep that told me if I renewed my account that I would receive a *****USD gift card immediately. The rep told me the address on my account is where it would be sent. After 30+ days of waiting for the card in the mail, I called back to NORTON customer service, I was told that the rep had lied to me to make a sale, and that it was only after *********************************************************************** to get a voucher for the amazon gift card. I said that was not acceptable, so the rep then offered me 3 months free for the rep lying to me. I said that's fine and that I would be waiting for my gift card in the mail.IT IS NOW OCT. ************************************************************************************** he can't escalate the ***** CASE because the representative didn't NOTE MY ACCOUNT that he lied to me. He absolutely refused to get his manager, or escalate it to a higher person. I explained that telling the customer that the REP NEEDED TO NOTE HE LIED TO ME was a requirement to escalate my case was the most ridiculous thing I had ever heard.HE TOLD ME ITS NORTON POLICY !A supervisor told me he wouldn't look into this because the REP ***** SAY IN NOTES THAT HE LIED.I can't make this up. I then went back and forth with him, trying to explain reason , and he ended up terminating the call and told me to call back and get another manager.THIS IS *****. THIS IS A KNOWN PROBLEM FROM NORTON.https://community.norton.com/en/forums/free-amazon-gift-card-offer I'm not making this up. I never received a CODE, or a EMAIL, OR A VOUCHER.

  

  Business Response

  Date: 10/27/2022

   

  Hi There,

   

  This has been addressed by our support.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/12/2022

  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 enrolled in Norton 04/30, with issues. Ticket # ******** By Mid May I was reporting issues that occurred after a scan Norton was preventing me from accessing specific wwws. After numerous calls and multiple transfers, I finally convinced them it was a Norton problem. No ticket, since it was repaired. I stress, this was a Norton problem.Starting 10/04, the issues with Norton preventing me access to a certain www, started up again IMMEDIATELY after running a scan. I called Norton immediately and over the course of 2 days and speaking with those listed at the end of this, ticket #******** and ********** could not be fixed. Additionally while in the midst of 2 separate conversations, the phone rep stated that their systems were down and I should call back. IN FACT the last person I spoke with (****** 8pm ish) threw up his hands because he couldnt go through his process to reinstall and he told me to re-install Norton. I was on my own, he threw me under the bus. He could no longer help me.Approximately 9pm I called Rahul in billing and accounting to cancel. On 10/7 12:21 I called YET AGAIN to cancel and request a prorated refund (new ticket # ********) DUE TO:1.POOR service 2.POOR customer service ****** internal systems and tools for support at Norton 4.POOR product Im not confident that my computer has truly been protected. I do not believe that Norton is capable of protecting my computer. I know for a fact Norton people are not capable of supporting THEIR OWN SYSTEMS/internal tools. I do not care what their cancellation rules are. They did not live up to their commitment I want my money back.These are the people you can investigate -all spoke to me about ticket ********:1.Keerdi 2.****** 3.****** 4.***** (different from above)5.********* 6.***** 7.Vansfika 8.****** 9.****** 10.***** 11.****** Finally I left messages for *******, the *** and CFO and never received the courtesy of a call back. Interrogate them, too.

  

  Business Response

  Date: 12/19/2022

  Hi There,
  
  Thank you for contacting our team.
  
  We have assigned the following to one of our escalations associates, and they will touch base to provide assistance.
  
  Kind Regards,
  
  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 12/21/2022

  Norton has responded to my complaint to tell me they will contact me.  So - in other words, instead of providing a real thoughtful explanation they basically said 'we'll get back to you'.  LAME and par for their customer service 'tactics'.

   

  My complaint is MONTHS old and this is how they handle it?!

  

  Business Response

  Date: 12/27/2022

  Hi There,

  Thank you for touching base.

  We assign a case to our escalation associates to provide a hands on assistance on the matter and communication is relayed in that matter. We can't provide information on this open platform, as it is sensitive information.

  Thank you.

  Kind regards,

  The NortonLifeLock Escalations Team

  Customer Answer

  Date: 01/12/2023

   

  This is the 'lamest' response imaginable.  And typical of how Norton handles issues.  They have my name, email and phone number and they have NEVER responded to my rejects to their response.  I shal never do business with Norton again,  AND I shall share this opinion with everyone I know.

• Initial Complaint

  Date:10/12/2022

  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 was charged for a 3 year contract with lifelock for $349.99 through PayPal.I do not have a PayPal account.I have spent 3 days on the phone going through a myriad of questions and misdirection only to still have no resolution.I do use VENMO and I am always successful when using it.They told me in one of our multi hour conversations that they would credit me with VENMO.Failed The lifelock people have failed to refund my money.please help me recover my $349.99 from them.Thank you for your attention to this very frustrating matter.********************** ************ ******************

  

  Business Response

  Date: 10/18/2022

  Hi There,
  
  Thank you for contacting our team.
  
  We were unable to locate an account with the details provided. It's likely the email you received was a phishing attempt, which is in no way affiliated with NortonLifeLock. 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.
  
  You can verify the legitimacy of correspondence sent from NortonLifeLock here: https://support.norton.com/sp/en/us/home/current/solutions/v71088498
  
  More information about the fraudulent use of the NortonLifeLock brand can be found here: https://www.nortonlifelock.com/blogs/feature-stories/fraudulent-use-nortonlifelock-brand
  
  Should you receive any further scam emails, you can report them to us via the details located here: https://support.norton.com/sp/en/us/home/current/solutions/v138341527
  
  For any additional queries our support can be reached via the link below.
  https://support.norton.com/sp/en/us/home/current/contact
  
  Kind Regards,
  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/11/2022

  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 July 31,2022 my ATM card was charged by NortonLifelock Inc. for the amount of $193.05 I did not have any information from this company, but I found a telephone number on ****** for Norton. Then I called them somebody from India answered me as a technical support. I complained why I have been charged $193.05 on my card. I did not buy anything from Norton the person whom I was talking Introduced himself as *********and he gave me a case number which was ******** and mentioned that my money would be returned soon. After while I called them again talked to **** and she gave another case number which was *******.I have been calling them many times seemed they were paying game with me. I do not know where is Norton and they do not have a particular location or a customer service. The number ************* which belongs to Norton is in India and that is the only information I have. This is scam business and on people account and charge them. I'm complaining against Norton LifeLock that they are doing fraud business. Please help me to get my money back .

  

  Business Response

  Date: 11/23/2022

  Good Day,

  Thank you for touching base.

  We have investigated your account and can see that you had Norton Privacy Monitor Assistant, which had auto-renewal enabled. Which resulted in the renewal charge of $193.05 USD, however we can see that the order was charged back and the dispute was accepted. The funds should be back with the financial institution. Please proceed to check with your financial institution to locate the funds.

  Thank you.

  Kind regards,

  The NortonLifeLock Escalation Team

  Customer Answer

  Date: 11/26/2022

   I called my bank and they said that they have never received the amount of $193.05 back from NortonLifeLock Inc. there is no documents of proof that they have returned the money back to my account, Please follow this investigation .

  

  Business Response

  Date: 12/19/2022

  Hi There,

  Thank you for your response. We have touch based with our financial department and they confirmed that the refunds returned back to ** after the chargeback. However, we cannot refund again to the card but will be via check. Could you please confirm that the name and address on the BBB are accurate and I can proceed to request a check to be processed. 

  Thank you.

  Kind regards,

  The NortonLifeLock Escalations Team

  Customer Answer

  Date: 12/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

  Customer Answer

  Date: 12/22/2022

   My name  is: *************************

  
  

  Business name: *********************************.

  ID #: ********

  
  

  Address: ************************************************************ 91364

  
  

  they can issue the check under my name  ************************* and send it to the above address.

  

  Business Response

  Date: 12/27/2022

  Hi There,

  Thank you for touching base and providing confirmation.

  We have now started the refund process for the amount of $193.05 USD and forwarded your request to our ******************* Please allow up to 4-6 weeks to receive the check. Your Refund Reference Number is: REF-AP1413888227-**** (This is an internal reference number that you can quote,should you have any issues with receiving your check).

  Thank you.

  Kind regards,

  The NortonLifeLock Escalations Team
  

   

   

   

  Customer Answer

  Date: 01/10/2023

  
  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:10/11/2022

  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 received an email stating I purchased lifelock and my checking acct was about to be charged $399. I never signed up for any life lock. When I called the lifelock ph#*********** they hung up on me. Sounds like scammers. Please check into it.

  

  Business Response

  Date: 11/23/2022

  Good Day,

  Thank you for touching base.

  After investigating, I can confirm that it did not originate from NortonLifeLock, and appears to be a scam attempt. The **** do not match our own.  Please note that we will never send emails from public email domains such as gmail.com, outlook.com etc. An official email from us should come from either norton.com, lifelock.com, or nortonlifelock.com.

  If you still want to verify if the email came from Norton, please follow the instructions in this article see https://support.norton.com/sp/en/us/home/current/solutions/v71088498
  
  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 consumers. These types of scams ***** trust between us and our customers, and I thank you for bringing this to our attention. I have forwarded the message you received to our brand protection team for further investigation.
  
  I recommend that you dont respond or interact in any other way with the suspicious email or text you received. Simply move it to your deleted folder and add the sender to your spam filter. Do not click or follow any links contained in a suspicious email or text. If you are in doubt, you can reach out to NortonLifeLock support 24/7 at our site: https://support.norton.com/
  
  If you feel you have been the victim of an internet fraud you may also choose to report it to the authorities at the following link: https://www.ftcComplaintAssistant.gov/
  
  You can report any further spam or scam emails directly to us. See here for instructions: https://support.norton.com/sp/en/us/home/current/solutions/v138341527
  
  Here is a support article with more information on these types of scams: https://us.norton.com/internetsecurity-online-scams-how-to-recognize-and-avoid-tech-support-scams.html

  Thank you.

  Kind regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/11/2022

  Type:Delivery 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.

  The message comes on email saying that my security service will start soon - I never ordered it - It says ORDERALERT 245. The fine print is small and it is hard to find the phone number to cancel. I have tried to unsubscribe or cancel before but they just come back. There is no place to unsubscribe. If you dont cancel you will owe. $449.99.

  

  Business Response

  Date: 11/23/2022

  Good Day,

  Thank you for touching base.

  After investigating, I can confirm that it did not originate from NortonLifeLock, and appears to be a scam attempt. Please note that we will never send emails from public email domains such as gmail.com, outlook.com etc.An official email from us should come from either norton.com, lifelock.com, or nortonlifelock.com. If you still want to verify if the email came from Norton, please follow the instructions in this article see https://support.norton.com/sp/en/us/home/current/solutions/v71088498
  
  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 consumers. These types of scams ***** trust between us and our customers, and I thank you for bringing this to our attention. I have forwarded the message you received to our brand protection team for further investigation.
  
  I recommend that you dont respond or interact in any other way with the suspicious email or text you received. Simply move it to your deleted folder and add the sender to your spam filter. Do not click or follow any links contained in a suspicious email or text. If you are in doubt, you can reach out to NortonLifeLock support 24/7 at our site: https://support.norton.com/
  
  If you feel you have been the victim of an internet fraud you may also choose to report it to the authorities at the following link: https://www.ftcComplaintAssistant.gov/
  
  You can report any further spam or scam emails directly to us. See here for instructions: https://support.norton.com/sp/en/us/home/current/solutions/v138341527
  
  Here is a support article with more information on these types of scams: https://us.norton.com/internetsecurity-online-scams-how-to-recognize-and-avoid-tech-support-scams.html

  Thank you.

  Kind regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/11/2022

  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 August 17, 2021, I was charged ****** for Norton, which is supposed to be cancelled and refunded. My husband and I have both had Life lock for several years, and decided to cancel when the prices went up when Norton took over Life lock, and then I was double charged for my subscription. I received all credits expect for the ******. I have been calling Norton for many months and they said they cannot get the refund to go through on my credit card because since then I have had different cards due to this mess. They told me in May of 2022 they would have to issue me a check, but it would take 4-6 weeks. I agreed to this, and have kept calling back to see when the check was coming as 6 weeks had passed. They said they would escalate the case, and it would be another 4-6 weeks. I have been told this over and over and over again, and time has come and gone and it is now over a year and I still do not have my refund. The case number is ********. I have had many case numbers with this situation, as every time I would call they would give me a new case number. I need help collecting this refund as I cannot get anywhere with this company. I have asked several times to be transferred to an agent in the US and they keep telling me that is not possible. I also try to speak to supervisors on this escalated case and the agents keep telling me that I will be told the same thing (another 4-6 weeks). I feel like I am being scammed by a company who was suppose to be protecting me. Please help. I have been trying for this refund for over a year now. There is much more to this whole ordeal, but hoping you can resolve this for me with this case number. If you need more information please let me know.Thank you

  

  Business Response

  Date: 11/23/2022

  Good Day,

  Thank you for touching base.

  We have investigated your account and can confirm that the refund was processed. We are currently in contact with the billing team on the status of the check. We have assigned this case to an Escalation Associate, and they will be in touch to provide assistance.

  Thank you.

  Kind regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/10/2022

  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 called to find out what was wrong with my account, I received a very nasty agent, who did not want to help me set up my email address to my account so I can actually use the apps and features because it was not explained to me that when I signed up, my phone number was not a valid entry to access my account. After getting frustrated with this agent, I asked for a manager and the chick! hung up on me! SOOOOOOO unprofessional, and Im supposed to trust this company to keep information safe with staff like this?!!!!

  

  Business Response

  Date: 11/23/2022

  Good Day,

  Thank you for touching base.

  We have assigned the following and one of our Escalation Associate will contact you to provide assistance.

  Thank you.

  Kind regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/10/2022

  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.

  Paid for renewal 12/21 but want to cancel automatic renewal going forward. The web site leads you to believe you can do that on line but after going thru the process numerous times you get this msg "an unexpected system error occurred". Your only action is to schedule a phone call with a rep who is going to try to talk you out of cancelling. This is a deceptive practice and should be stopped.

  

  Business Response

  Date: 10/17/2022

   

  Hi There,

   

  Thank you for contacting our team.

   

  You can disabled automatic renewal of subscriptions by the steps found on the link below:

  https://support.norton.com/sp/en/us/home/current/solutions/kb20090818144126EN

   

  Should you encounter an error, please advise our support when the error occurs so it can be investigated and resolved. 

   

  Thank you.

   

  Kind Regards,

  The NortonLifeLock Escalation Team

• Initial Complaint

  Date:10/10/2022

  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.

  I disabled auto renewal within the software in 2020. However, after receiving multiple offers to renew at a lower rate, I repurchased a license in 2021, which did not require me to reinstall the software. However, Norton did not inform me that I had to disable auto renewal AGAIN. Within hours of receiving a notification of the auto renewal charge, I contacted Norton support. The website implies that it's simply a matter of requesting a refund. It's deceptive because the chat representative leaves you waiting for several minutes before copying and pasting the nonsense that's in the legal disclosure only to inform you that they will NOT provide a refund.If the software is so great, why the deceptive practice? How pathetic!

  

  Business Response

  Date: 11/23/2022

  Good Day,

  Thank you for touching base.

  We have assigned out the following and an Escalation Associate will be in touch to provide assistance.

  Thank you.

  Kind regards,

  The NortonLifeLock Escalation Team