Customer support Complaint

On Sept. 17 2015 My Norton 360 subscription for two years was cancelled. No money return.

ORDER NUMBER:  [Removed]

I paid $69.90.

I demand a reply with an explanation.

I was sent a renewal notice in January.  On the 1/17.  I renewed on 1/18 but changed products to cover 5 devices for 2 years .  I was charged for the new service on the 18th.  On the 19th they charged me for the discontinued service. I did not notice it until recently.  Thought it would be a simple matter to get a refund of the unused service or at least get a year added to my new one since NORTON MADE THE MISTAKE.   But after several calls on 10/25-26 a supervisor, who claims his name is "Justin Just About It"  would offer me no more than the unexpired portion as of the day I contacted them, EVEN THOUGH HE ADMITTED IT WAS NORTON'S MISTAKE.  He refused to transfer me to his boss and claimed he had no boss.  The claim number is [Removed].  I will be seeking out blogs where I can post this experience, if I do not get a satisfactory resolution in the next 24 hours.

This seems to be the only place to send this kind of problem/complaint when the phone support is so bad.

I will wait one more day then.

I had already talked to three individuals and had a message from a fourth. Are you saying that I need to keep trying until I reach someone who can provide customer support? I am sorry, but that does not fly. When your staff behaves in this manner and you leave NO OTHER AVENUE OF CONTACT, it is hard to view the offer of support as one made in good faith. In fact the whole thing of slipping a second charge in on top of a first charge seems a little bit like a ... I know there is a name for this... Oh, yeah, ... seems like a .... S C A M.

I am assuming that no actual Norton employees (at least none with the authority to provide a real solution) are assigned to this forum.  I guess I am left with no alternative other than to start posting to other boards and forums.

It is sad to see a company in the business of protecting people from dangers behave in such a callous manner.

When I get home this evening, I will check one last time to see if an honest resolution has been proposed.  Then I will seek out places to post and contact appropriate Governmental agencies with appropriate complaints. .

That is nothing but BS. My upgrade to a new product was a direct result of Norton's marketing at the time of renewal. They pushed a new level of product since I am on multiple platforms. I am on PC , Android and my wife on Apple IOS. At the time of renewal they pushed this multiplatform upgrade. If it was not intended as a seamless transition, they should not have offered it. I should not have to look for switching the renewal process since the promotion was part of that process.  And once the error was recognized, regardless of when in the process, they should recognize the error.  PERIOD.  I do not know how many people they scammed out of an extra renewal, but the term “class action” seems like an appropriate line of inquiry.

Trying to defend this position on the part of Norton is disingenuous.  Come on.  Get real. 

Hello Dsmeltz,

I'm sorry for my delayed response - I've sent you an Private Mail to help us get the problem resolved.

Thanks,

Matt