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Kudos0

Can't reconnect a disconnected financial account in LifeLock

Posted: 26-Jan-2022 | 4:36AM · 19 Replies ·

I have several financial accounts with PNC bank. Until December 2021, these accounts were being actively monitored by LifeLock. Since December, they have been showing as disconnected. I have tried several times to reconnect to the accounts but have been unsuccessful. When I go through the steps to reconnect, LifeLock is successful in accessing the latest balances from all of the accounts. However, the status still shows as disconnected and no new transactions are listed on the transactions page.

I even tried completely disconnecting the accounts and then reconnecting them but still have the same problem.

I tried using the Chat support option to get help for this problem but the representative was unable to help me.

I appreciate any suggestions on how to fix this.

Thanks.

Labels: Subscription, Connectivity

Replies

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 26-Jan-2022 | 11:37AM · Permalink

FWIW ~ for users that pass this way:

Reconnect your financial institution with LifeLock
https://support.norton.com/sp/en/us/home/current/solutions/v126695810

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 27-Jan-2022 | 12:52AM · Permalink

I followed those steps. They didn't help. The account still shows as disconnected.

I got an email from PNC saying that a new service was connected to my accounts. So, PNC seems to think that Lifelock is connected but Lifelock doesn't think so.

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 27-Jan-2022 | 12:53AM · Permalink

I followed those steps. They didn't help. The account still shows as disconnected.

I got an email from PNC saying that a new service was connected to my accounts. So, PNC seems to think that Lifelock is connected but Lifelock doesn't think so.

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 27-Jan-2022 | 3:27AM · Edited: 27-Jan-2022 | 3:47AM · Permalink

BHelbig:

I followed those steps. They didn't help. The account still shows as disconnected.

I got an email from PNC saying that a new service was connected to my accounts. So, PNC seems to think that Lifelock is connected but Lifelock doesn't think so.

Curious, what was the response from Norton Official Support? 

BHelbig:
I got an email from PNC saying that a new service was connected to my accounts. So, PNC seems to think that LifeLock is connected but LifeLock doesn't think so.

Was your issue escalated?   
Curious, Norton publishes help solution sans ..."what to do if" help solution does not help.

Maybe, try Norton Official Support, again.
Community had heard reports ... resolving any concern, may take a few tries.  

We'll try to call attention.  No promises.  No timeline.   

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 28-Jan-2022 | 7:21AM · Permalink

When I tried Norton Support via chat, the representative told me that they can't fix Lifelock problems and that the only way to reach Lifelock support was by calling them. I haven't had a chance yet to call and spend time on the phone waiting for them. One of these days, I guess I'll have to waste some of my free time on the phone with them trying to get this resolved.

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 28-Jan-2022 | 8:16AM · Permalink

I tried removing and then re-adding the accounts again. This time I got the error, "We're sorry, there was a technical problem updating your PNC Bank account. Please try again later (415)."

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 28-Jan-2022 | 9:36AM · Permalink

BHelbig:

When I tried Norton Support via chat, the representative told me that they can't fix Lifelock problems and that the only way to reach Lifelock support was by calling them. I haven't had a chance yet to call and spend time on the phone waiting for them. One of these days, I guess I'll have to waste some of my free time on the phone with them trying to get this resolved.

Yes, we hear users report being told by Norton Support - Chat that Norton Support cannot help with LifeLock issues.   Seems, if Norton Support - Chat cannot help with LifeLock issues.  Then Norton Support - Chat should transfer you to LifeLock support.  
 

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 22-Feb-2022 | 1:21PM · Permalink

BHelbig:

I tried removing and then re-adding the accounts again. This time I got the error, "We're sorry, there was a technical problem updating your PNC Bank account. Please try again later (415)."

Please post progress.
Thanks  

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 22-Feb-2022 | 1:46PM · Permalink

I called LifeLock tech support. They had no documentation for that error number. They said that they’d look into it and that I should try again later. A couple of days later, I tried again and got a similar error but this time the error number was 403. So, I called tech support again. This time they opened a trouble ticket and then told me to try again later. I tried again several times, a day or two apart, and still got the same error. So I called tech support a third time. They opened another trouble ticket, told me that they were elevating it to the “highest department” and that I should expect a call back from them. No call came. A couple of days later, I tried again. Still the same error. So, when I have time to kill, I’ll have to call them a fourth time.
Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 22-Feb-2022 | 1:57PM · Edited: 22-Feb-2022 | 2:00PM · Permalink

following with interest 
Thanks  

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 06-Mar-2022 | 9:08PM · Permalink

@BHelbig

Please post progress. 

Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 07-Mar-2022 | 5:33AM · Permalink

Called again on Friday. Was told that the ticket that was previously opened has been closed. No phone call from Norton. No email. Nothing. Just closed the ticket. I told them I was still having the same problem. They told me to contact my bank and to try again later. I’m sure my bank will tell me it’s not their problem and to contact Norton but I’ll give it a shot anyway. So frustrating. I’m sick of calling Norton and being given the same run around time after time. If transaction monitoring was the main reason I had a LifeLock subscription, I would have canceled it by now. As it is, if this is the level of help I get with this issue, I’m not real confident that they’ll be very helpful if I have an issue with identity theft.
Kudos1 Stats

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 25-Mar-2022 | 7:58AM · Permalink

Finally got around to calling PNC. I dealt with a couple of different service agents who had me try different things like using a different browser and clearing the browser cache and history, which of course didn't make a difference. Then I talked to a different agent who said that PNC doesn't allow third party companies to access our online account information. So, according to PNC, transaction monitoring through LifeLock will never work, which is interesting since LifeLock lists PNC as one of their popular bank choices.

So, I guess I'm out of luck and will just have to monitor my accounts manually, which I've been doing anyway.

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 25-Mar-2022 | 9:01AM · Permalink

BHelbig:

I have several financial accounts with PNC bank. Until December 2021, these accounts were being actively monitored by LifeLock. Since December, they have been showing as disconnected.

BHelbig:
I got an email from PNC saying that a new service was connected to my accounts. So, PNC seems to think that Lifelock is connected but Lifelock doesn't think so. 

BHelbig:
Then I talked to a different agent who said that PNC doesn't allow third party companies to access our online account information. So, according to PNC, transaction monitoring through LifeLock will never work, which is interesting since LifeLock lists PNC as one of their popular bank choices.

BHelbig:
Called again on Friday. Was told that the ticket that was previously opened has been closed. No phone call from Norton. No email. Nothing. Just closed the ticket. I told them I was still having the same problem. They told me to contact my bank and to try again later. I’m sure my bank will tell me it’s not their problem and to contact Norton but I’ll give it a shot anyway. So frustrating. I’m sick of calling Norton and being given the same run around time after time. If transaction monitoring was the main reason I had a LifeLock subscription, I would have canceled it by now. As it is, if this is the level of help I get with this issue, I’m not real confident that they’ll be very helpful if I have an issue with identity theft.

 We'll try to call attention.  No promises.  No time-line.

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 29-Mar-2022 | 2:06AM · Permalink

Hi,

Thank you for posting on the Norton Community. We are currently working with PNC Bank on the issue of their accounts not connecting. Once we have a resolution, you will receive an update. Please do not remove/delete your PNC Bank accounts in TXM as we'd need the logs to troubleshoot. Thank you. 

Gayathri R | Norton Forums Global Community Administrator | NortonLifeLock
Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 20-Apr-2022 | 4:17PM · Permalink

Having the same issue with Citizens (and the lack of support/understanding from both parties involved).  Worked fine for 10+ months and then all of a sudden...very frustrating.

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 20-May-2022 | 7:58AM · Edited: 20-May-2022 | 8:12AM · Permalink

I've been experiencing the same frustration with no resolution in sight. My TD Bank and Discover Card were suddenly disconnected months ago from transaction monitoring; I've called LifeLock several times and each rep would tell me something different about the reason for disconnection. They kept telling me to try removing and re-entering my credentials which doesn't work. Then they told me to call my banks directly because the problem is "out of scope" and they can't do anything on their end. (Spoiler: the banks can't do anything about LifeLock, why would they). Then they told me it's possible those financial institutions just don't allow connections with third parties, which makes no sense because it's been connected and monitoring in the past before. And if that were even true, why would this feature be offered in the first place, it's like a scam. Now they are telling me they've escalated it to the "highest department" for investigation and will call me back in 3-5 business days, but from the posts in this community it looks like that doesn't result in a resolution either.

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 20-May-2022 | 9:19AM · Permalink

Monitoring of my PNC accounts miraculously started working about a week ago. One night, I got about a dozen alerts from transactions that had been made over the past two months that were above my set threshold. Then, last night, I happened to check my account and it was saying that the accounts were disconnected again. I went through the process of "updating" (i.e. reentering) my account credentials and it re-connected to PNC and downloaded a bunch of new transactions. However, when I went back to the monitoring screen, there was a message saying, "This account is currently not receiving daily updates but you can try to refresh your account." So, I have to refresh it every time I want LifeLock to download new transactions? What a wonderful "feature". 

Kudos0

Re: Can't reconnect a disconnected financial account in LifeLock

Posted: 22-May-2022 | 6:11AM · Edited: 22-May-2022 | 6:15AM · Permalink

I have the same issue but with a different institution. I get just so far then get thrown into a box for veritification that Iam human and it loops never allows me past that point. Nortons has been useless and Lifelock has been absent as well.

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