Complaints for NortonLifeLock, Inc. in Tempe, AZ

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
15	Agreed to make an adjustment
1	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
1	Unanswered

24 complaints against NortonLifeLock, Inc.

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4/1/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $12.00 Amount Settled: $0.00

Customer Complaint

3/20/2024

I simply ask for them to cancel my subscription but the representative refused to do so and sent various text messages back and forth to harass me until I became stressed and overwhelmed with the process so I would like for you to make my complaint to them of my recent attempt to cancel my subscription but was horribly frustrated by their representative refusal to cancel my subscription Resolution Sought Cancel my subscription ASAP

Company Response

3/22/2024

Hello, To get help with cancelling your subscription, you can contact support: Free Chat support: http://www.norton.com/chat Telephone support: http://www.norton.com/phone Other online information you may find helpful: Online Cancellation and Refund Request: https://support.norton.com/sp/en/us/home/current/autorenew Turn off auto-renewal: https://support.norton.com/sp/en/us/norton-renewal-purchase/current/solutions/kb20090818144126EN How to cancel a subscription purchased through Apple: https://support.apple.com/en-us/HT202039 You should be able to easily cancel your subscription yourself by logging into your account, but the above links work too. Our records do not reflect a support call for cancellation, only one about fraudulent spam emails. We'd be happy to help you cancel.

Customer Rebuttal

3/22/2024

This company is literally lying about not having a conversation with me I kept the entire conversation in my phone. Here it is below. Alvssa Louise Welcome to Norton and LifeLock Customer Support. This is Alyssa.How may I assist you? I'd be glad to help you with your concern. However, I'm no longer seeing any response from you. Please respond if you are still there and require assistance. 1:50 PM Yes I would like to cancel my subscription today because I found my wallet this morning 1:50 PM March 16 Alvssa Louise I'm sorry to hear that you want to cancel your service. That's the last thing we want to hear from you. Is there something in particular that has you cancelling your protection at this time? I would be happy to review your account to see how I can assist. Alvssa Louise Can you please verify your first and last name? 1:51 PM ******* Bettis last four of my SA# **** 1:52 PM Alvssa Louise How about your email ddress on file? 1:52 PM Address **** W***** Court Mobile Al 36617 1:52 PM Alvssa Louise Your email address, Mr. Bettis. 1:52 PM*********34@gmail.com 8 1:53 PM Alvssa Louise Lastly, may ask if you're using your I'm not at home right now

Company Final Response

3/26/2024

And this conversation happened via text message? This looks like our online chat functionality. If you'd like to provide the case number I can look into this further. But if this conversation happened over SMS then despite the purported authenticity of the messages, it would not have been Norton. In any case we are happy to help you cancel your subscription or turn off auto renewal as per the the links provided above.

3/18/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $2,000.00 Amount Settled: $0.00

Customer Complaint

2/23/2024

I do not have an agreement for service with lifelock and they continue to charge my credit card with auto pay after several requests for them to stop. I did not authorize the service or charges that are coming from my account. When I cancel my card- they find a way to auto bill me again, I believe they are illegally withdrawing fees from people without their approval and assume several aren't noticing the reoccurring charges. I have made several requests for cancellation and the charge keeps coming back on my card. Resolution Sought Refund my payments that I didn't authorize and a class action lawsuit be filed to help others who were illegally charged.

Company Response

3/11/2024

Hello! Have you reached out to our support team? All of our services are subscription-based and renew automatically unless cancelled. Free Chat support: http://www.norton.com/chat Telephone support: http://www.norton.com/phone You may also find these links helpful: How to cancel an in-app purchase: https://support.norton.com/sp/en/us/home/current/solutions/v118353120 Cancellation and Refund Request: https://support.norton.com/sp/en/us/home/current/autorenew Turn off auto-renewal: https://support.norton.com/sp/en/us/norton-renewal-purchase/current/solutions/kb20090818144126EN How to cancel a subscription purchased through Apple: https://support.apple.com/en-us/HT202039

Customer Rebuttal

3/13/2024

This is not accurate. I went years without being charged and then suddenly the charges began again on my credit card. Unauthorized charges. I contacted several times to cancel and then received emails saying it was not complete for some reason. Pls check history of billing charges and also my calls to customer service asking to cancel services. I also did have identity theft and was not informed. Pls refund ALL unauthorized charges you took from my account asap- or I will be forced to take legal action.

Company Final Response

3/15/2024

We have confirmed that you do not have an account with us under the email associated with this complaint. You may be receiving fraudulent email from scammers with our branding on it. If there is a phone number on the invoice, then it is not a genuine Norton email. Here is more information about scams that use our brands: https://us.norton.com/blog/emerging-threats/norton-email-scams

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