topic Re: Charged for another year without my knowledge :-( in Norton Internet Security / Norton AntiVirus

Charged for another year without my knowledge :-(

mathall1 — Fri, 27 Apr 2012 23:06:33 GMT

Ive been using NIS2010 and im now on 2012 last year i upgraded online and been ok since well till my subscription run out and ive now been charged for another year without my knowledge,and was only chance that i noticed when searchin google.That i had to turn a setting off so it dosent auto subscribe.I recieved no emails to say ive been charged or anything.Im therefore very unhappy about this i dont earn much money.Im not even completely sure if ive been charged till my statement arrives,nor do i know how much ive actually been charge for upgrading.Any advice would be appreciated as this to me is totally unacceptable.I have a feeling loads of people will be caught like this...not very happy currently but any advice would be good

Regards Mat

Re: Charged for another year without my knowledge :-(

SUBASH_PRABU — Sat, 28 Apr 2012 01:59:25 GMT

Hi mathall

Welcome to the forums. Sorry for the Inconvenience. While purchasing a Norton product Online you'll be enrolled for the Automatic Renewal Service. And While filling up your Card Details, just below that you can find a summary of ' How Automatic Renewal works' you also have an option Manage your Preferences Click on that and you'll get a small pop-up like the one in the below image where you can opt-out of the Automatic Renewal.If you had missed that part, you can contact our Support at any point of time to turn the Automatic Renewal from our end, otherwise you can also turn it off in your Norton Account under the Automatic Renewal (tab). It is meant for people who don't want to go through the hazzle of renewing their Subscription every year and also we don't want our Customers Computers go Unprotected after the Subscription expiration.

We do have a 60days Money back Policy you can utilize that if you want to get a Refund. And we had encountered some Customers who had left their Old Product behind and purchasing a New one instead of Renewing the same. While doing this you gotta make sure Auto-Renewal is turned of in the Old Product you are leaving behind.

Please Contact our Support from here and let them know about it. And ask them check for any Auto-Renewal Charge.

Re: Charged for another year without my knowledge :-(

mathall1 — Sat, 28 Apr 2012 10:22:48 GMT

Thanks for the reply i think the auto subscribe feature is now off i got the pop up as u said and the Automatic Renewal tab no longer appears,when i log into my Account

Regards Mat

Re: Charged for another year without my knowledge :-(

SUBASH_PRABU — Sun, 29 Apr 2012 03:15:44 GMT

Glad to hear that....:robotvery-happy: If Auto-Renewal is not enabled in any of your Norton Products, then you'll not get that Auto-Renewal Tab in Norton Account. Thanks for Reporting back.

Regards

Subash

Re: Charged for another year without my knowledge :-(

rkasse — Sun, 29 Apr 2012 05:28:36 GMT

SUBASH_PRABU wrote:
Hi mathall
Welcome to the forums. Sorry for the Inconvenience. While purchasing a Norton product Online you'll be enrolled for the Automatic Renewal Service. And While filling up your Card Details, just below that you can find a summary of ' How Automatic Renewal works' you also have an option Manage your Preferences Click on that and you'll get a small pop-up like the one in the below image where you can opt-out of the Automatic Renewal.If you had missed that part, you can contact our Support at any point of time to turn the Automatic Renewal from our end, otherwise you can also turn it off in your Norton Account under the Automatic Renewal (tab). It is meant for people who don't want to go through the hazzle of renewing their Subscription every year and also we don't want our Customers Computers go Unprotected after the Subscription expiration.

This is a terrible buisiness practice. There is no excuse for not sending out an email notice prior to charging the customer. I actually bought another product two years ago because this auto billing just looked like customer abuse and I was not sure how badly norton would treat me when it came to other issues.

Re: Charged for another year without my knowledge :-(

rkasse — Sun, 29 Apr 2012 05:39:24 GMT

mathall1 wrote:
Ive been using NIS2010 and im now on 2012 last year i upgraded online and been ok since well till my subscription run out and ive now been charged for another year without my knowledge,and was only chance that i noticed when searchin google.That i had to turn a setting off so it dosent auto subscribe.I recieved no emails to say ive been charged or anything.Im therefore very unhappy about this i dont earn much money.Im not even completely sure if ive been charged till my statement arrives,nor do i know how much ive actually been charge for upgrading.Any advice would be appreciated as this to me is totally unacceptable.I have a feeling loads of people will be caught like this...not very happy currently but any advice would be good

Regards Mat

Norton is taking advantage of you and others with this auto-bill without email notification. If you are still interested in renewing with norton I suggest buying the product on Amazon for about half the price and take advantage of the 60 day refund policy to get the charges reversed. Please verify with customer support that they will allow you to use the refund policy to cancel at this point in time.

Re: Charged for another year without my knowledge :-(

SendOfJive — Sun, 29 Apr 2012 06:01:43 GMT

rkasse wrote:
There is no excuse for not sending out an email notice prior to charging the customer.

Hi rkasse,

You should have received an email notice. The protocol is to notify you by email in advance of the charge. Did you change your email address? Have you checked your Spam folders (online and local)?

Re: Charged for another year without my knowledge :-(

rkasse — Sun, 29 Apr 2012 06:12:51 GMT

SendOfJive wrote:
rkasse wrote:
There is no excuse for not sending out an email notice prior to charging the customer.
Hi rkasse,

You should have received an email notice. The protocol is to notify you by email in advance of the charge. Did you change your email address? Have you checked your Spam folders (online and local)?

SendOfJive,

I was referring to the original poster's complaint. See below.

Re: Charged for another year without my knowledge :-(

SendOfJive — Sun, 29 Apr 2012 06:23:10 GMT

Thanks for setting that straight. I did want to clarify though that the business practice does, in fact, include an email to the user at renewal time.

Re: Charged for another year without my knowledge :-(

SUBASH_PRABU — Sun, 29 Apr 2012 06:31:34 GMT

Adding to SoJ's comments, As for us the Auto-Renewal is concerned a notification email will be sent out 30-days before the charge happens. Also if the email address that you had registered with Norton is no longer active you might miss the Notification email. You have to update your active email address in your Norton Account once you change your email address/change your ISP.

Re: Charged for another year without my knowledge :-(

mathall1 — Sun, 29 Apr 2012 11:43:15 GMT

I just sifted through nearly 1000 emails in my spam folder and yes theres email saying about auto renewal in there.Alo email to confirm that ive cancelled the auto subscription & how much my credit card been charged.I wont bother trying to get my money back i ll carry on using it for another year.Thanks for the help guys.

Re: Charged for another year without my knowledge :-(

SUBASH_PRABU — Sun, 29 Apr 2012 12:09:10 GMT

Very Welcome mathall. And Thanks for Choosing Norton...:robotvery-happy:

Select that email and select the option Not spam, to avoid future emails from Norton going to the Spam Section.

Re: Charged for another year without my knowledge :-(

rkasse — Sun, 29 Apr 2012 15:18:34 GMT

SUBASH_PRABU wrote:
Adding to SoJ's comments, As for us the Auto-Renewal is concerned a notification email will be sent out 30-days before the charge happens. Also if the email address that you had registered with Norton is no longer active you might miss the Notification email. You have to update your active email address in your Norton Account once you change your email address/change your ISP.

I've always known about the auto-bill policy but was under the impression that it was done without prior email notification. I see now that I was wrong. My apologies to all.

Re: Charged for another year without my knowledge :-(

huwyngr — Sun, 29 Apr 2012 22:18:27 GMT

rkasse,

A lot of time emails sent out by systems end up in the spam/junk folder and people don't see them since the empty junk folders without checking the contents .... so don't be too hasty in blaming Norton .... especially when referring to someone else's experience rather than your own. <s>