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拍手1 統計

Difficulty to cancel auto subscription/renewal & Refund

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?

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拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

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 

拍手1 統計

Re: Difficulty to cancel auto subscription/renewal & Refund

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. :( 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

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. 

拍手1 統計

Re: Difficulty to cancel auto subscription/renewal & Refund

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. 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

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'.  

拍手1 統計

Re: Difficulty to cancel auto subscription/renewal & Refund

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.

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

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.  

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

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. 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

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

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

it was originally a purchase from Norton. There was a auto renewal on with expired credit card details but payment went through. I submitted online refund request and also went on useless Norton Chat for more than 20 times, but none of those worked. 

I just don't think they are trying to honour its 60 days money back gunranteed. 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

CS001:

it was originally a purchase from Norton. There was a auto renewal on with expired credit card details but payment went through. I submitted online refund request and also went on useless Norton Chat for more than 20 times, but none of those worked. 

I just don't think they are trying to honour its 60 days money back gunranteed. 

Hoping you cancelled automatic renewal service and removed payment details.

We'll try to call attention:  

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

Yea, I see that a lot has been done to bring attention. "Escalated" twice, then ghosted again. That's fine, that is what lawyers are for. There are plenty of others that Norton owes and the more the merrier. This is the most deceptive company I have ever dealt with.

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

I just tried to cancel my auto renewal option while retaining the remainder of my subscription but could not do it online without a <chat>. I was only offered 2 options <Contact Us> or <Cancel Subscription>. I went to my billing information and tried to remove the credit card I listed there and was informed that before I could remove my billing info I had to cancel my subscription.

拍手1 統計

Re: Difficulty to cancel auto subscription/renewal & Refund

MichaelGTherriault:

I just tried to cancel my auto renewal option while retaining the remainder of my subscription but could not do it online without a <chat>. I was only offered 2 options <Contact Us> or <Cancel Subscription>. I went to my billing information and tried to remove the credit card I listed there and was informed that before I could remove my billing info I had to cancel my subscription.

I've not cancelled automatic renewal service for long time.  Maybe, cancel process has changed.  Maybe, I'm not understanding your issue/concern.  
Do you want to stop your subscription from automatically renewing?  
Please review: Stop your Norton subscription from automatically renewing
https://support.norton.com/sp/en/us/home/current/solutions/kb20090818144126EN 



<Cancel Subscription>
cancel refers to "recurring term subscription"....not your current subscription term. 
cancel refers to "Automatic Renewal Service"....not your current subscription term. 

When your renewal is active, your subscription will automatically renew annually or monthly, depending on your billing cycle. If you cancel, your protection will continue through the end of your current paid term and will not renew.

Norton subscriptions are recurring term subscriptions.  Norton subscription requires user account and user payment method for recurring subscription service.  Virus Protection Promise requires user activate automatic renewal.

Norton subscription purchase includes Automatic Renewal Service. At the end of Your Service Period, the Service will be renewed and Your payment method will be charged the then-current renewal price (plus applicable taxes) automatically, without any additional action by You. At any time after Your purchase, You may change Your subscription settings, including cancelling Your automatic renewal, at my.norton.com.

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

When you stop your subscription from automatically renewing:

  • Your subscription will continue through the end of your already paid subscription term, after which it will end and not automatically renew.

  • It typically takes a few hours from your request for the change to take effect.

  • Any benefits associated with automatically renewing subscriptions may end when you stop your subscription from automatically renewing.

Learn more about your automatically renewing subscription
https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558

FAQ: Norton subscription and renewal
https://support.norton.com/sp/en/us/home/current/solutions/v126985328

_________________________________________

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.
___________________________________________________________________

@MichaelGTherriault
Please post back progress.  
Maybe, cancel process flow has changed.  Maybe, I'm not understanding issue/concern.  

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

bjm_ thank you for your quick reply. I took <Cancel Subscription> to mean just that. They should offer <Cancel Auto Renewal>. I'm a very literal person. Like I said earlier if I'm not certain of what will happen when I click on an option I won't click on it. 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

MichaelGTherriault:

bjm_ thank you for your quick reply. I took <Cancel Subscription> to mean just that. They should offer <Cancel Auto Renewal>. I'm a very literal person. Like I said earlier if I'm not certain of what will happen when I click on an option I won't click on it. 

I hear ya'.  You're not the first to read <Cancel Subscription> & think cancel protection. 
My reply to you [here] was already written.  
fwiw ~ Norton documentation = Cancel Subscription Renewal

Stop your subscription from automatically renewing

  1. Sign in to your Norton account.

  2. On the My Account page, located either next to or below the subscription for which you want to cancel the renewal and the renewal charges, click Cancel Subscription Renewal or Unsubscribe.

  3. Confirm your cancellation.

https://support.norton.com/sp/en/us/home/current/solutions/kb20090818144126EN 

Norton creates problems for Users
for example:

If you have already been charged and want to request a refund, please contact Member Services & Support.

Member Services & Support link should open IMO a direct path to Norton Support.
Instead Norton thinking is ... lets open a page with LARGE DIY PRESETS and tiny My topic is not listed above. 

Cancel & Renew preset offers 5 solutions.

Request an annual renewal fee refund lands [here] with the same If you were charged for the annual renewal of your subscription and want a refund, contact Member Services & Support.

Norton Automatically Renewing Subscription Help lands [here] with You can stop your subscription from automatically renewing any time before the day you are due to be charged by signing in to your Norton account or by contacting us.
contacting us lands on the page with LARGE DIY PRESETS and tiny My topic is not listed above. 


solutions 3,4,5 lands on Community search results pages. 


Users get stuck in a revolving door trying to reach Contact Norton Support.  

I'll post IMO a more direct path to Contact Norton Support with explanatory content & pics. 

________________________________
Norton Official Support is via Chat or Phone.  No Email support.

Contact Norton Support ~

Contact methods:

If the suggested topics do not help.  
My topic is not listed above =>
[Search for more solutions] => 
I still need help =>
Sign In =>
Chat Now =>
View Phone Number =>

_______________________

Norton has an online refund request process:
Cancellation & Refund Request
https://support.norton.com/sp/en/us/home/current/autorenew

And yet.  Norton publishes: 

If you have already been charged and want to request a refund, please contact Member Services & Support.

Maybe, Norton thinking is by contacting Member Services & Support.  Users will have an opportunity to discuss their reasons for wanting a refund with Support agent and thereby come to a satisfactory arrangement.  

Then, Norton needs to offer a direct path to Support.  $0.02

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

RE: Norton's Customer Support Information web page design and layout.

This is exactly what happened on the billing information Edit page when I tried to delete my credit card info. After at least 3 attempts to <Save> my changes (removed the card numbers) a message appeared in very tiny print at the bottom of the page informing me that before I can remove my billing method I, "Must" cancel my subscription.

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

Hi MichaelGTherriault,
I do recall agreeing to automatic renewal...then entering my payment details. 
I do recall upon cancel/turn off automatic renewal...then removing my payment details.  

Terms of Sale July 2023

CANCELLATION: You may cancel your subscription and/or turn off the automatic renewal in your account (Norton.com/account) or by contacting Member Services & Support.  If you have an annual subscription paid monthly and cancel automatic renewal, please contact Member Services & Support to delete your billing profile. See our Cancellation and Refund Policy.

https://us.norton.com/terms-of-sale

NortonLifeLock Cancellation and Refund Policy

https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023EN 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

The 2 options offered me under the "My Subscriptions" tab were manage licenses / unsubscribe. Clicking on unsubscribe brought up a new page that offered me to either click on <Cancel Renewal> or <Call Me>. It was at the very bottom of the "Billing Information" page that I was informed that "If you want to delete your billing information, you need to cancel your subscription first, click here." You have to look very closely, it's what is known as "small print."

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

MichaelGTherriault:

You have to look very closely, it's what is known as "small print."

Thanks 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

bjm_:

I haven't had any issues since I followed the advice on this and the NPWM thread. Thank you again for all of your help.

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

To cancel your contract or request a refundclick here calls: 
Welcome to the Help Center!
https://support.norton.com/sp/en/us/home/current/help-center

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

Thanks

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

MichaelGTherriault:

[...] It was at the very bottom of the "Billing Information" page that I was informed that "If you want to delete your billing information, you need to cancel your subscription first, click here." You have to look very closely, it's what is known as "small print."

 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

Koalabear:

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

@Koalabear
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 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

I recently uninstalled Norton Antivirus Because while it running on my system it froze my laptop. I have also canceled my subscription dunno how I got the antivirus on my laptop. it might be a laptop manufacturer installed on give to me on trial. 

Do I need to worry about this after uninstalling or is it okay?

let me know Please.

Thanks, Rama Chandra Dash

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

johnyblazer7:

I recently uninstalled Norton Antivirus Because while it running on my system it froze my laptop. I have also canceled my subscription dunno how I got the antivirus on my laptop. it might be a laptop manufacturer installed on give to me on trial.  Do I need to worry about this after uninstalling or is it okay?

Are you asking how to stop &or how to know automatic renewal is off?

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


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.
 

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

Thanks,

 Just Removed this Billing Information and My Debit Card from that Option.

拍手0

Re: Difficulty to cancel auto subscription/renewal & Refund

johnyblazer7:

 Just Removed this Billing Information and My Debit Card from that Option.

Look for no reply email from mail.norton.com  "Your Norton Billing Information Has Been Deleted" 

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