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Kudos0

Subscription renewal - Norton can't process it

6 weeks on, 3 phone calls later, 2 failed promises to call back within 48 hours and my licences are now expiring on the devices I was protecting through my Norton Core Plus subscription. It's not as if I don't want to pay for my subscription, but Symantec seem totally uninterested in me paying for services I'd like to procure, returning my call with any information on what they are doing to resolve a technical glitch at their end or giving me an indication of when things might be resolved. I am one very unhappy customer who  simply feels ignored.

Replies

Kudos0

Re: Subscription renewal - Norton can't process it

Hello RWellTX. Are you attempting to renews the subscription from your Norton account login? Enable automatic renewal in the settings for your subscription. With that enabled billing will be canceled so that could be your issue. Let us know if this helped, we can assist further if that isn't the case.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.253 / NSBU 22.16.3.21 / Norton Core v.270 on Android
Kudos0

Re: Subscription renewal - Norton can't process it

RWellsTX, Pronob from the Norton Core team here. We would be happy to help you. I really apologize for the inconvenience. Are you recieving the license expiring message, after renewing your subscription? If you want you can post some screen shots here (or you can PM them to me) so that we can help you better. Do let me know

Kudos0

Re: Subscription renewal - Norton can't process it

RWellsTX  you can shake your phone and create an incident. We should be able to figure out your issue from there. Do let me know if u can do this.

Kudos1 Stats

Re: Subscription renewal - Norton can't process it

Edit: In my previous post I typo'd. I meant to say, With automatic renewal disabled billing will be canceled so that could be your issue. I wouldn't think that sending app logs from Core would tell us why there is a backend issue where a payment isn't processing.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.253 / NSBU 22.16.3.21 / Norton Core v.270 on Android
Kudos1 Stats

Re: Subscription renewal - Norton can't process it

I've been told that my case is with level 3 support. I had setup auto renewal, it worked for the first month and then stopped after I had to update payment details. Support tried disabling and re-enabling auto-renewal, we've tried re-keying payment details to make sure they are correct. So payment is overdue and so my licenses should expire. I've been told that it's a system glitch, but no-one has fixed it to date.

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