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Kudos1 Stats

Difficulty to cancel auto subscription/renewal & Refund

Posted: 13-Sep-2023 | 8:59PM · 9 Replies ·

I didn't use Norton service for years and still can't find  a customer service hotline/ email in my region.

I'm looking for Norton support for a refund on a auto renewal that has been going on for years on my credit card without my consent.

I wanted to cancel my subscription but was charged again in Aug'23. 

Why is it so hard to get anything back but Norton is very good at charging people without their knowledge? Maybe I should advise the proper authorities who would be interest in this?

Labels: Auto Renewal, Refund, Renew, Subscription, Subscription Status

Replies

Kudos0

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 14-Sep-2023 | 5:53AM · Edited: 14-Sep-2023 | 6:04AM · Permalink

Learn more about your automatically renewing subscription
https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558EN

Stop your Norton subscription from automatically renewing
https://support.norton.com/sp/en/us/home/current/solutions/kb20090818144126EN

Norton annual and monthly subscription refunds
https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507EN

Cancellation & Refund Request
https://support.norton.com/sp/en/us/home/current/autorenew

Please check your Norton account to manage licenses / subscriptions.
https://my.norton.com/extspa/account/subscriptions

Please check your Norton account to confirm ... automatic renewal is Off ... and no billing information. 

MY SUBSCRIPTIONS reports:  Activate Subscription Renewal ... with automatic renewal Off.  


BILLING INFORMATION reports:  There is no billing profile saved in your account ... with no billing information.

NortonLifeLock Cancellation and Refund Policy
https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN

Member Services & Support
https://support.norton.com/sp/en/us/home/current/help-center

Koalabear:
I didn't use Norton service for years and still can't find  a customer service hotline/ email in my region.

Norton Official Support is via Chat or Phone.  No Email.
What is your geo-location/country?

Contact Norton Support > Contact methods:
https://support.norton.com/sp/en/us/home/current/solutions/v71088540 

Kudos1 Stats

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 16-Sep-2023 | 2:39PM · Permalink

Every year I update my Norton, sometimes online, sometimes from a local store. Every year I have to agree to autorenewal; every year I agree and then opt out five minutes later. I don't want Norton charging my card two months prior to my renewal date. It happened again yesterday, after Norton had sent me multiple emails requesting new credit card info (the one on file had been hacked and so I shut it down). They somehow tried to charge my new credit card, the info for which I'd not provided them. My credit union declined the charge, thankfully. But this required several calls, the last of which was to Norton Customer Service. The gal tried to upsell me five different times when I requested--again, and again, and again--to just stop the frickin' autorenewal. Love your product, Norton, but absolutely hate your business practices. If you say you allow people to opt out of autorenewal, don't override them, OK? And don't go fishing for new credit card details without permission. :( 

Kudos0

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 16-Sep-2023 | 3:22PM · Edited: 16-Sep-2023 | 3:28PM · Permalink

Karen Sjoblom:
[...] They somehow tried to charge my new credit card, the info for which I'd not provided them. [...]

fwiw ~ 
Maybe, your credit card insurer employs an “updater” service to provide merchants with consumers’ new credit card numbers and expiration dates.  Updater services are designed to save merchants the hassle of contacting customers with lapsed cards to get their new numbers.

Updater services are legal. While contracts vary, consumers authorize access to their credit card accounts, not to a specific number or expiration date tied to that account. That means authorized recurring charges can go on regardless of whether a card has expired or been replaced due to a data breach. 
(source: google)

Please check your Norton account to confirm ... automatic renewal is off ... and no billing information. 

Kudos1 Stats

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 16-Sep-2023 | 4:07PM · Permalink

I actually did just that with their first email request; they'd already tried to run it through and found that the card had been shut down. So I double checked that the autorenewal was off, and I deleted the compromised card details. They still came after me. It's less of an issue of what's legal per your note above, and what feels like lousy business practices. If I said no autorenewal, I'd ask Norton to please honor that. 

Kudos0

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 16-Sep-2023 | 4:25PM · Permalink

Karen Sjoblom:

I actually did just that with their first email request; they'd already tried to run it through and found that the card had been shut down. So I double checked that the autorenewal was off, and I deleted the compromised card details. They still came after me. It's less of an issue of what's legal per your note above, and what feels like lousy business practices. If I said no autorenewal, I'd ask Norton to please honor that. 

I hear ya'.  

Kudos1 Stats

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 20-Sep-2023 | 11:47AM · Permalink

Their business practices are HORRIBLE. Have been fighting for my refund for over 3 months now & they don't care.  They try to keep you going in circles, saying your case has been "escalated" or a check was mailed, etc. It is all over the internet how they charge you months in advance, with NO warning, but tell you you can cancel for a refund- that you'll never see. They just want your money. Real shady from a company that is supposed to be protecting you from online threats & scams.

In your situation, maybe your CC company offers virtual cards that are only good for one time use. That might solve your problem. I know Capital One and Amex offer them.

Kudos0

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 20-Sep-2023 | 4:19PM · Permalink

TracyT:

Their business practices are HORRIBLE. Have been fighting for my refund for over 3 months now & they don't care. 

We'll try to call attention to your issues/concerns.  

Kudos0

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 26-Sep-2023 | 9:43AM · Edited: 26-Sep-2023 | 9:47AM · Permalink

Same here. I have been charged for automatically renewal in Aug 2023 and reached out to Norton 10 times asking for a refund. They kept saying they have escalated the case and ask to wait for a call in 48 hours. No call in sights over the past week or since Aug nor the chat function was utterly useless. Lost faith in Norton. 

Kudos0

Re: Difficulty to cancel auto subscription/renewal & Refund

Posted: 26-Sep-2023 | 10:40AM · Edited: 26-Sep-2023 | 10:55AM · Permalink

CS001:
I have been charged for automatically renewal in Aug 2023 and reached out to Norton 10 times asking for a refund. They kept saying they have escalated the case and ask to wait for a call in 48 hours. No call in sights over the past week or since Aug

Purchase from Norton, retail store, partner or app store?
Did you submit online refund request? 
Did you cancel automatic renewal service and remove payment details? 

Norton annual and monthly subscription refunds
https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507EN

Cancellation & Refund Request
https://support.norton.com/sp/en/us/home/current/autorenew