Norton
Reviews and Complaints

When renewing my Norton antivirus software on 12 April 2016, I unknowingly and mistakenly ordered a second licence
20 May 2016 when I received my credit card statement, I emailed "orders@mail.norton.com" with a copy of my statement and asked to have the second subscription cancelled explaining the situation - no reply!
11 June 2016 I again emailed orders@mail etc asking how to cancel the second subscription - no reply
24 June 2106 I again emailed and no reply
I then emailed Symentec in Singapore - no reply

I have been working with 5-7 different Symantec "customer service" people to help get NAV uninstalled and reinstalled. In the past I could do this myself - but not anymore. I finally go to two different Level 2 Engineers. Using "gotoassist" I gave them access to my computer. The first engineer was almost done with his "test" when my computer decided to reboot and I lost him. The one yesterday, Nanda, did a bunch of work and then logged off.

Now my computer takes 7 minutes to load my few desk icons (this usually takes 10 seconds0, and it takes 2 minutes to open the recycle bin and another 2 for delete to execute. The call in number is useless, they only tell me why they cannot help me. The chat line is better but it usually takes 25 minutes on hold to talk to anyone and even if you give them all your case numbers, they want to start all over.

I cannot find a number for Symantec or Norton Corporate Customer Service and now I do not have NAV on my system and it runs slower than a turtle.

I ordered this antivirus product through a game I was playing on Facebook and was charged for same but did not receive it.

Norton will sell you a product that does not work. Then they give you the run around for almost two hours and want you to give them more money to clean your p.c... That is why you purchased the product to begin with, so you dont have to worry about your p.c... Then the ### will give you a web site and a connection code that does not exsist. I am tired of companies stealing from the consumer and I am not about to let this rest. I have and will contact all proper autharoites over this matter. People stop being ripped off! I am tired of being robbed from multi million dollar companies and its time we all woke up to this. Have a great fnnn day!
One pissed off customer.

I sent my moneyorder on 03/28/2009 for my noton upgrade and have received nothing showing that it has been accepted. My order number is [protected], order date 28-MAR-09. Why have I not received a confirmation of my order?
Joyce Wilson
New address: 12633 N. St. Andrew Dr. W Sun Ciy, AZ 85351 and new phone number is [protected]. The email is the same. bigmamajb@msn.com. Thank you for your prompt attention.

through the internet I purchased a virus protection product and it slowed my computer to a stop. It cost over $100 to take it out and replace it. This was done at Moorhous Computers in Saugerties, NY

It is seemingly impossible to get through directly to symantec / norton to complain. I attempted to download first one program, order # [protected] 2 for $69. 99 on 8 / 21 / 08 and then when that wouldn't download, order #[protected] for 114. 99 also on 8 / 21 / 08. As i couldn't download these, i switched to mcafee and successfully downloaded their anti - virus program. Subsequently, i could find no way to get through to norton when they suddenly emailed me saying that they were charging me for the above programs as if they had been successfully downloaded. My attempts were repulsed with a rejection of my e - mail address. I had to consequently wait until i received my mastercard notice, which is supposed to have a vendor's phone number on it. Instead, i ago the email address not of symantec, but of some universal sort of complaint service. I need for these charges to be taken off my bill. I double paid for the last symantec i ordered on 8 / 2 / 06, order #[protected] (Symantec notified me on 2 / 8 / 08 that i had not yet downloaded it though i had tried hard at the time and eventually bought a two - year subscription, but in spite of the fact that i had in the meantime (Really almost simultaneously) bought a two - year protection, they made no effort to refund the money. (I am not asking a refund on the 06 order, just including it in the facts to show that norton / semantic do not seem to know what they are doing.) i don't intend to pay them money again for services i do not receive, for programs i cannot download at the time i order them. I would appreciate anything you can do for me in this case.
Thanks,
Ctr

Symantec Customer UNservice! Symantec double charged my account when I ordered an on-line download. Because of this, my mortgage check bounced. It took them over 3 days to respond and refund the money! Not only do they not provide customer service for complaints, they want to charge you $9.95 to talk to someone when there is an issue with THEIR product!? The 1-800 staff they have is absolutely incapable of understanding issues. Further more, the last 2 times I have spoken to someone about them paying my late fees, their computers 'suddenly' go down. You're telling me a company that makes their money off of making other people's computers safe doesn't have access to their own computer system? I have been trying to get this resolved for 3 weeks, and they will not respond. Now I have late fees and bounced check fees from all angles because Symantec made a mistake, and they will not resolve it.

I think, as a consumer, your more safe WITHOUT the Norton Pro-Virus programs.

I have been billed on my credit card for DRI Symantec, $49.99 renewal fee, TWO times. One is MYORD.COM/SYMN and the other is www.myord.commn.

I have paid annual fee, this they did receive, but now I am constantly told I have not renewed & all sorts of things are happening on my laptop.

I was charged for the renewal of my Norton anti-virus protection on Jan. 26, 2010 but
have not recieved the service that I have paid for.

I was charged for my Norton anti virus protection on Jan. 26, 2010 but have not
recieved the service. This was charged to my Visa Card

Would like to cancel charge to my M/C for reference number 24692168316000357500831 for149.98 as I am also charged for your Norton 360 services which I wish to keep.

Cancell subscription

Please cancel my subscription. DO NOT RENEW repeat DO NOT RENEW I have instructed my bankers not to accept any charges from your organisation, ''

James Russell HAY

On 1/5/08 I ordered PC jump start, instead of just renewing my excising Nortan subscription. When contacting tech to download, she said my computer did not have enough RAM. That was fine, my computer is old, I understood. She said a credit would be issued, so I went online and renewed my excising subscription. I have called and emailed all contacts I was given and no one seems to care. My situation seems so simple w/ easy resolution, credit me for a product I did not recieve. Nortan does not seem to care even though I continued to be a loyal customer. My initial case # was [protected].

Hi
I bought a new Dell computer in September and I did not subscribe to Norton Antivirus again. Best Buy did not bring the software on my new computer - They said I had to buy a different one. I have Spyware now. Please take the amount off my American Express Card. I no longer have that computer. Thanks
Marge Elling
6294 Melbourne Ct.
Hudsonville, MI 49426
[protected] cell phone

We are in Florida so I do not have my old contract with me. Thanks

To whom it my concern:

I jsut recently added some cash tto my PayPal card an thought I would check it, I wasn't able to run my card online and wasn't able to used it at any stores, etc. Thought I should check my balance an this is when I noticed that I had this charge on there that I didn't authorize. When you purchases a new computer Norton offers you a free trial which I took but have only had the computer a few says. NEVER did I authorize this transaction. The free trial I did do but that was only for a few days. Please take this chargeoff my conputer.

Sincerely,

Stacy GRieco

we never authorized Norton Antivirus on our computer. We use McAfee and Spyware Blaster. We want a refund.

Yeah. Give out your phone number and almost no information. You really expect to get your problem solved? You've got to be the dumbest person on this site. Go eat a dick.

Please take the charge off my American Express - Thank you

Norton Anti Virus has decided that they are going to continue billing us every year for the rest of our days even though we now have a MAC and did not request automatic annual renewals. To solve this problem we went directly to our Charge Card company, filed a fraud complaint, and got a new credit card so they no long have our credit card number on file.
That seems to be the best way to stop this scam billing.

You can discontinue auto-billing at this web page:
https://lcwer.symantec.com/OngoingProtectionCancel/cancel.aspx

Norton hammers me for an annual renewal 1 month early, now they hammer me again! Norton's svchost.exe is a memory hog...is just peaked at 140, 416k... amazing. It's killing my machines performance.

I had the EXACT (dates are almost identical too) same thing happen to me. I have been on the phone with Symantec (and their reps in India who barely understand me or me them) three times and they can't even find a record of the charge! I have faxed and emailed a copy of my bank statement to them and still no reply. I did have "renew automatically" checked within my account details but I had gone in weeks before my subscription was due to expire and changed it to manually renew. And they still charged me, and weeks before it was even expired!

I am going to have my bank take up the fight now as this is totally fraudulent and I want a refund. I had planned to switch from Norton a while back when the "renew now" pop up crap kept coming up 2 months before my subscription expired.

I will never use Norton again.

Your comments is what I hear every time I call Norton service too . They will keep you on line telling you how sorry they are. Then after a long while they transfer you to another agent and they start asking the same questions all over agai. I do tell them to please read the chat log for the earlier chat tech. and then lets start from thereb but no, they ask the same questions. I have contacted Norton aleast 18 times this year along and evern today I have log in issues with Norton not remembering my carded passwords. I get errors, freeze up (lots) i have to always turn off my computer off manually because of it. I have DLS (might as well have dial up) and I have always a slow computer (get my blood going). I tell them I am from the USA and they still patch me to India ( I guess no one in the USA can work on computers right?) and those people there can speak some English but man don't think in English or something. Only one time did I get a guy that I thought he was born in the USA, or talked like he was street wise on talking. Heck the remote help takes from 1 to 6 hours of my time. Then a few days later, have the same problems over again. I tell them that is why I have Norton 360 to keep my computer running fast and free of ziruses. Then they still ask for $99.99 to help me get rid of the trouble that their Norton lets in. Then they end by saying will there be anything else ? Thanks you for calling Norton. yea right. I still have 130 days left ( Norton won't refund me by pro-rating days unused) and even though I do, I am going to get Fios by Verzion. My buddies have changed to that and there computer runs great( all the time). RT

Chat ID: fe17cf6d-f8e1-42ff-b6c9-3c143e600373
Problem : need help
Nancy: You are being transferred to Nancy.
Nancy: Welcome to Norton Spyware & Virus Removal Service.
Is this the first time you are contacting us or do you have a Priority ID?
Mr. dex barker: no
Nancy: May I have your Priority ID please?
Mr. dex barker: and no
Mr. dex barker: dont have it sorry
Mr. dex barker: i just need help with how to make a complaint
Mr. dex barker: about norton 360
Mr. dex barker: and this is my complaint
Mr. dex barker: As I have just had a lovely chat with your support team at symantec. I’m off to trading standards as it states (easy access to FREE email and live chat technical support) on the packaging of the product, it does not state just for the product and you have to pay for virus support £69 when I have paid £59 for the product. So the stated FREE technical support you get is not free at all. I hope this can be resolved before I do.
Regards,
Dexy Barker
Nancy: Ok, Please verify your email address for quality assurance.
Mr. dex barker: dexybarker@hotmail.com
Nancy: Please provide me your alternate phone number or mobile number.
Mr. dex barker: [protected]
Nancy: Are you connected from the computer, which is facing this particular issue?
Mr. dex barker: yes
Nancy: Thank you. Please wait while I look up your Priority ID.
Nancy: Thank you for staying on hold.
Mr. dex barker: thats ok
Nancy:

Your Priority ID is [protected] . Please make a note of it for future reference.
Mr. dex barker: ok done
Nancy: As I understand from your issue description your computer is infected with virus and you are not willing to pay for the support Am I correct?
Mr. dex barker: yes
Nancy: Dex, The money you pay is worth the efforts put forth by our Consultants in resolving the issue on your computer. You would have one of the experts in this field to assist you in resolving the issue. Once they are able to remotely connect to your computer, you just need to sit back and relax while they do the necessary steps to resolve the issue. Your presence is only required if we need to restart the computer and to ensure an active Internet connection.
Nancy: We do not charge you on an hourly basis like certain other similar support services, and we offer you a 7 days support which is a great value for the money you pay and you could get back to us during that time if the issue persists.

Moreover once the infection is removed our technicians would provide you expert advice, based on the specific configuration/settings of your computer, on how to stay protected in the future from similar threats.
Mr. dex barker: ryt nancy plz stop reading of a sheet coz this i know all ready
Mr. dex barker: so plz help me sort out my comlaint
Mr. dex barker: as i said u state free and its not so help me plz sort this out
Mr. dex barker: im trying to be nice as this is not ur folt
Mr. dex barker: so plz do the same for me
Nancy: I can provide you a free support link offered by symantec.
Mr. dex barker: on the back of the box on norton 360 it states free tachnical support not u have to pay £69 im i ryt
Nancy: When you purchase the product, the cost of the product is for the software, updates to the software and for the virus definitions. Apart from this, there is an additional charge for value added services.
Mr. dex barker: lets try again does it state on the back of norton360 free tachnical support
Mr. dex barker: ?
Nancy: Virus and spy ware removal support is a fee based service.
Nancy: Virus and Spyware Solutions is a value added service provided by Symantec. We have well-trained consultants who would put in their best efforts to resolve the issue.
Mr. dex barker: so yes it does tell me the free TECHNICAL SUPPORT ur going to give me that FREE TECHNICAL SUPPORT
Mr. dex barker: OR are u saying the box is liying
Nancy: Symantec provides free online support that has 'step by step instructions' to remove the threats from your computer.

The free online support is available to you at http://securityresponse.symantec.com.
Mr. dex barker: ryt so plz tell my where u make my complaint to symantec and hit them with the book (trading standards)
Nancy: For complaints you can get more details from the Symantec website.
Mr. dex barker: no i have tryed that
Mr. dex barker: or are u say u dont know
Mr. dex barker: this is not looking good for u guys at symantec is it
Nancy: You can get more information from the Symantec website.
Mr. dex barker: so u cant help
Mr. dex barker: ?
Nancy: I have provided all the help from our end.
Mr. dex barker: thanks take hole convo has been copyed see symantec soon
Mr. dex barker: that
Nancy: I understand your concern, As per the company policy I can transfer you to the expert technicians only after the payment.
Mr. dex barker: thanks that last bit was all i needed to hear techincians only after the payment
Nancy: Is there anything else I can help you with?
thats it i think that says it all dont we

On January 20th I had to reboot my computer. I lost my Symantec Norton 360 in the process. I purchased a two year service contract last July, and am not anxious to do it again 7 months later.

I have two sets of instructions on how to activate it, but I'm not having success at trying to do either one of them.

A live chat would be helpful. Hopefully it doesn't take 2-3 days.

Elizabeth Anne

I had a problem while trying to install as well. It removed my Systemworks and completely messed up my Windows XP. I eventually had to do a System Recovery. Avoid this Software. Try returning it.

Have you tried to search the Norton website for specifics about your error message?

Pablo

I now absolutely hate Norton 360. This is my third time trying to get help from them. My subscription ran out about 3 weeks ago so I renewed and upgraded. The last 4 days I have been on line with analysts for over 8 hours. They did get rid of 1 trojan but it cost me $100. I was on line over 5 hours today. I was in tears. I had 4 analysts trying to help me. Nobody could fix the problem. My Norton icon disappeared and nothing was working . I had absolutely no protection. I am disgusted. Wish I could get my money back. They told me uninstall then reinstall. They didn't recognize my e-mail address. they didn't recognize my product key, etc., etc., etc. DO NOT BUY THIS PRODUCT. YOU WILL FOREVER BE SORRY. They would not answer my questions. They would not tell me who to make a complaint to. They had complete control over my computer for hours and did all sorts of things to it. Even after I disconnected from the last analyst, a few hours later, somebody was still controlling my computer. I could see the arrow key moving all over the screen and changing things. This is just wrong! After originally downloading Norton360, within a week I had a trojan virus. Why? Because Norton 360 does not protect your computer. They would not fix it for me until I agreed to pay $100. NEVER AGAIN SYMANTEC. I HAVE FOUND ANOTHER COMPANY.

I had a simple problem but was HUNG UP ON by two agents on the help line. The third agent told me that she could get me technical support (printer won’t print unless I turn off Norton VPN), but it would cost me $189. Am shocked and disgusted.

In December I was charged $476 on Friday. On Saturday I was charged $63.95 2 times. Why was I charged so much? Over $600 for what. I want to cancel Norton & get rid of it completely!

Trying to charge me for something I didn't order

I have spent well over an hour trying to get a refund. Your useless AI, useless chat, useless links and web pages and lack of contact details all lead in a non productive circle. I will simply dispute the payment and you can sort it out with the bank. I am done.

I clicked on a email to read a letter from Norton 365 to realise that l might have purchased a subscription, l would like to have this removed as I will not require this subscription.

Please refund any money taken from my account.

Yours sincerely Paul Cross

I am trying to take advantage of your driver program. However it seem to want to charge me now even though it is advertised as free trial for sixty days. It also forces me to pay pal which I do not use.

I would love to try your program but your website is difficult to use.

On 2nd of this month Norton took £34.99 out of my account with no request from me. This was for Anti virus cover but i am still without any cover even though they have had the money for it.

I called today to cancel my account I had no idea I had payment will go threw sept 17 apparently I need a computer to do this and I don't have 1 right now I just want this cancel.

Client rep was a jerk to me should not be an ordeal to cancel this

At the start of the year, i moved away from Norton. When the automatic renewal was charged to my account, I tried to contacting Norton, however there is no phone number to ring. I then tried going through the prompts via thier website, and again no luck as it takes you from one page to another and leads to nothing...

I have just received my bank Statement and Norton has taken £99.99 out of my bank without my permission. I want all dealings with your company Cancelled and my £99.99 refunded. Halifax bank 07 July 23