I am having trouble with the customer service dept and the Symantec website-- I tried to cancelled a trial membership. I went to the page to enter my last 5 digits of credit card and email address, which should have took me to the next page where I could stop the free trial. It did not and did not even open-just processing it said.. This is where my trouble is. Then I went to the page to the "download free trial" I was looking for a cancel subscription button-but there is not one anywhere to be found. SO I kept forwarding on with the process and I entered my info and ect.. Then a cancel subscription came up, but one had to keep entering credit card info to process that page to get the $0. free download--I was then able to process a "cancel free trial"-but the cancellation date is from June 5th-July6th--My original download for the "free 30 trial" was some time in mid May.
My concern is that I can not receive confirmation that the original download is cancelled. I do not want my credit card billed for an additional 11 months, like it says in the procedures, if I do not cancel--there seems to be a certain procedure to cancel, according to Symantec when installing their products for cancellations. But like I said earlier, that page would not open and I have contacted this company twice-and have received crazy information from customer service. The first response was I would get a mailing in 20-23 days to stop the trial. and not to worry...Then I was told I has already cancelled the trial and that they do not bill in months but in days- but I do not need to worry, everything is fine....I believe they are going by the info that states I cancelled on the 5th, but that is the wrong date. BUT, I can not receive a confirmation that I will not be billed. And given the different answers I received makes me very uneasy. I saved the contacts with customer service to verify I have tried to cancel in case I am billed---But I really need help from someone who knows what I should do. I know this may seem confusing and repetitive. Thanks very much. cjill
I am having trouble with the customer service dept and the Symantec website-- I tried to cancelled a trial membership. I went to the page to enter my last 5 digits of credit card and email address, which should have took me to the next page where I could stop the free trial. It did not and did not even open-just processing it said.. This is where my trouble is. Then I went to the page to the "download free trial" I was looking for a cancel subscription button-but there is not one anywhere to be found. SO I kept forwarding on with the process and I entered my info and ect.. Then a cancel subscription came up, but one had to keep entering credit card info to process that page to get the $0. free download--I was then able to process a "cancel free trial"-but the cancellation date is from June 5th-July6th--My original download for the "free 30 trial" was some time in mid May.
My concern is that I can not receive confirmation that the original download is cancelled. I do not want my credit card billed for an additional 11 months, like it says in the procedures, if I do not cancel--there seems to be a certain procedure to cancel, according to Symantec when installing their products for cancellations. But like I said earlier, that page would not open and I have contacted this company twice-and have received crazy information from customer service. The first response was I would get a mailing in 20-23 days to stop the trial. and not to worry...Then I was told I has already cancelled the trial and that they do not bill in months but in days- but I do not need to worry, everything is fine....I believe they are going by the info that states I cancelled on the 5th, but that is the wrong date. BUT, I can not receive a confirmation that I will not be billed. And given the different answers I received makes me very uneasy. I saved the contacts with customer service to verify I have tried to cancel in case I am billed---But I really need help from someone who knows what I should do. I know this may seem confusing and repetitive. Thanks very much. cjill
I most definitely saved the chats and I definitely requested to not be billed. I believe I am registered on the site-I am trying to verify that now. I think I have already checked that out and there was nothing listed on the account page. Oh, and thanks for enlisting the help of a moderator.
I just found my account on the site--the only things listed are my name and address. Nothing under the products tab.
If there is nothing listed on the account page and you have saved the chat sessions, I believe you are okay. However I am going to have someone else look at your post to be sure there is nothing else you need to do. Due to different time zones, that may take a bit.
I am not a Symantec employee, but out of curiosity, may I inquire as to why you have decided not to continue with Norton?
Thank you very much for your help and I can check back later, just let me know when. I am searching for a program that I like for the best value and what the company offers and I am trying a couple of free trials before I purchase. I kinda make decisions that way-always researching ect...So far I do not like the customer service. If there was only an uninstall easier to use or even posted would have not caused me to dislike this companies customer service protocol.
Also, I did not mind to give my credit card info for norton because of the name of this product and the company behind it-I truely believed I would not have any issues with them reguarding uninstall or billing. I have always been a fan of this company and their products.
I believe that if you want to change the solution marker that as the thread orginator you can do that. It is under the Options menu on the righthand side of the marked post. You can choose to Unmark that post and then mark any other post in the thread as the solution. (There may be a time limit on this but you can try now.)
I understand your concerns about customer support, but there is great user to user support here on the Forums.
If you are going to be trying other security products, I would recommend that in addition to uninstalling Norton that you download and run the Norton Removal Tool here. This will completely remove your Norton Product so that it will not interfere with your other testing.
If you are going to be trying other products, I would recommend using their specialized removal tools when you are through. By their inherent design, security programs must be involved deeply in your system and to be sure all remnants are gone, most products have a removal tool which will clean up what a standard uninstall may miss.
If you check back here tomorrow, there should be a confirmation that you have done what is required to prevent being billed.
[Good pointer from dbrisendine about the solution tag - I had forgotten about that]
Thank you for the advise, I sure did not know where to turn. I do like the community here for norton and how quickly I was given a response. I did not expect that. This forum seems extremely useful. I will complete an uninstall using the link that you posted-I appreciate that very much and I will check with the company tomorrow for a confirmation. Again, thanks for all the advise.–cjill
I am told that as long as you contacted Customer Support via Live Chat and indicated that you wanted to cancel the trail, you should not be billed.
And since you have no products listed in your Norton Account, that would confirm that your cancellation request was processed.
As with any online credit card usage, just monitor your statement. Should anything related to Symantec (or perhaps Digital River) appear, then contact Customer Service immediately. Refunds can be obtained within 60 days of purchase.