Auto-renewal procedure flawed

[user10457]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Auto-renewal procedure flawed

Detailed description: Last year and again this year, my Norton 360 was automatically renewed without any advice as to how much the new price would be. I logged into my account last week as I knew the renewal date was approaching in DECEMBER! and had planned on removing my card info so it would not auto-renew. I was not able to remove my card info and it said I would be advised via email prior to renewal as to amount and timing so I was okay with that. Now, for the 2nd year, that did not happen, and my card was charged today - one month prior to renewal without any option to review pricing. This is not good business practice and I expect more from Norton.

Product & version number: Norton 360, version 25.10.10528 (build 25.10.10528.959)

OS details: Windows 11

What is the error message you are seeing?

If you have any supporting screenshots, please add them:

[bjm]

@user10457

Auto-renewal procedure flawed
Last year and again this year, my Norton 360 was automatically renewed without any advice as to how much the new price would be. I logged into my account last week as I knew the renewal date was approaching in DECEMBER! and had planned on removing my card info so it would not auto-renew. I was not able to remove my card info and it said I would be advised via email prior to renewal as to amount and timing so I was okay with that. Now, for the 2nd year, that did not happen, and my card was charged today - one month prior to renewal without any option to review pricing. This is not good business practice and I expect more from Norton.

Hello @user10457
Community hears similar reports regarding…No advance notice.
Presumably, users review their spam folder.

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fwiw ~ for users that pass this way…what’s supposed to happen:

Norton sends a notification email before each upcoming annual renewal (usually about 50-65 days ahead), so that you are not caught off-guard. This notification email provides important information, such as the price for the next annual term, and the subscription renewal and billing dates. This helps you to adjust your protection plan according to your needs.

Renewal: Subscriptions automatically renew unless the renewal is canceled before billing. Renewal payments are billed annually (up to 35 days before renewal) or monthly depending on your billing cycle. Annual subscribers will receive an email with the renewal price beforehand.

Learn more about your automatically renewing subscription here

Norton Community users urge users that do not want automatic renewal to Unsubscribe and Delete their billing profile…~65+ days ahead…far enough ahead to avoid being billed

Stop your Norton subscription from automatically renewing [here]
Note: ~30+ days from term expiry - users report not able to change subscription status

FAQ: Norton subscription and renewal here

Here are a few things you should know if 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.
• Extra benefits. No extra cost. may end when you stop your subscription from automatically renewing.

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By default, Norton subscriptions are set to automatically renew at the end of the paid term to prevent a lapse in your protection. Your stored payment method will be charged at the then-current renewal price.

If you have canceled the automatic renewal feature before the billing date, the following will happen:

• Your subscription will continue through the end of the term you have already paid for.
• The subscription will then end and you will no longer be charged.
• You will lose access to premium features and services, including the latest security updates, real-time threat protection, and any associated benefits like online backup storage (which may be purged).
• Your device will no longer be fully protected against new and evolving threats, as the software will not receive the latest virus definitions and security patches.
• The software on your device may eventually deactivate and become non-operational.

To ensure continuous protection, you need to either allow the automatic renewal to proceed or manually purchase a new subscription before the current one expires. Norton sends notification emails before an annual renewal charge so you are aware of the upcoming billing date and price.

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https://us.norton.com/products

[Cal707]

Same thing just happened to me today. Credit card charged 35 days before renewal. It’s impossible to chat or call support. Every attempt to contact support keeps you in the same loop of choosing what you want help on thus avoiding any success in contacting support. Might contact credit card company to dispute charge. Have others dealt with this stealth renewal process? Have others found a way to contact support? One of the images in this thread shows that there is supposed to be a link to get a refund of an annual renewal within 60 days of payment. I cannot find that anywhere. Any attempt to get to refund request page is unsuccessful. Have others found a way to go to the refund page? Thanks.

[bjm]

@Cal707

Same thing just happened to me today. Credit card charged 35 days before renewal. It’s impossible to chat or call support. Every attempt to contact support keeps you in the same loop of choosing what you want help on thus avoiding any success in contacting support. Might contact credit card company to dispute charge. Have others dealt with this stealth renewal process? Have others found a way to contact support? One of the images in this thread shows that there is supposed to be a link to get a refund of an annual renewal within 60 days of payment. I cannot find that anywhere. Any attempt to get to refund request page is unsuccessful. Have others found a way to go to the refund page? Thanks.

Hello @Cal707
Please review:
https://community.norton.com/t/refund-of-payment/398376/6

[user10457]

I did NOT receive an email from Norton 50-65 days ahead giving me the renewal amount. I review my spam before deleting so I would know if I received a notice. I would be okay if I received a notice email as it would let me decide if I want to renew or not. While I have been a Norton user for a long time and appreciate the product, we do have choices in what security software to use and at what price.

[bjm]

@user10457

I did NOT receive an email from Norton 50-65 days ahead giving me the renewal amount. I review my spam before deleting so I would know if I received a notice. I would be okay if I received a notice email as it would let me decide if I want to renew or not. While I have been a Norton user for a long time and appreciate the product, we do have choices in what security software to use and at what price.

Hello @user10457
Yes, Community hears similar reports/complaints/comments regarding…not receiving renewal notice 50-65 days ahead.
May be best to turn off automatic renewal and mark your calendar.
Norton nags me near my subscription term expiry.

Users may always shop $ at reputable retail/online vendors.
Users may always discuss Norton plans & plans $ with Norton customer service/support.

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Norton Community users urge users that do not want automatic renewal to Unsubscribe and Delete their billing profile…~65+ days ahead…far enough ahead to avoid being billed

Stop your Norton subscription from automatically renewing [here]
Note: ~30+ days from term expiry - users report not able to change subscription status

FAQ: Norton subscription and renewal here

Here are a few things you should know if 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.
• Extra benefits. No extra cost. may end when you stop your subscription from automatically renewing.

[bjm]

Hello @user10457 , @Cal707

[SoulAsylum]

All: My advice is, when you begin a new subscription and your payment has posted to your account. Log into your Norton accounts and remove your payments methods. Doing so will prevent any renewals being charged to you without direct intervention. As Guru bjm posted, Norton does charge for new renewals early to ensure your product doesn’t lose protection and updates to protect you. I personally NEVER leave a payment method within my Norton account for the reasons being discussed here, never have any issues.

SA