Background: I have an email service on a shared host. That shared host was hacked and spam was sent from the common IP. That has been corrected. Meanwhile, Norton websafe has flagged my website as a threat.
Step 1: I contact Norton Tier 1 support an am given an email with instructions on how to A) Verify Ownership of the Site and B) Submit for Evaluation.
Step 2: Both site verification/ownership options (metatag and html) do not work. I suspect this is because I do not publish my domain root directory, only a sub directory, and the Norton verification s/w with not recognize anything but the root. Also, there is no way to submit the full URL so that the html page can be found.
Step 3: Contact Tier 1 again and explain that Verification does not work. I'm asked a multitude of questions none of which result in my website being verified. I ask to speak with someone with more technical knowledge. I'm told that Tier 2 will contact me the next day.
Step 4: Wait on Tier 2 call that never occurs.
Step 5: Call Tier 1 again and try to get Tier 2 support. Tier 1 sends me the same set of instructions as before. Tier 1 does not understand/comprehend when I tell them the instructions do not work. Then gives me a new case number and a direct number to Tier 2 support.
Step 6: Call the Tier 2 support number. Surprise, surprise, its the regular support line.
Step 7: Join the forum in hopes that someone can tell me how to get help. There is no method to report a broken process.