Charged even though I cancelled my subscription

This is the second time this has happened. The first time I let it slide as I thought it was my own fault, but now I recognise it's not, and I want my money back. 

First, I find it ridiculously offensive that you get charged for the renewal of the subscription a month before the actual renewal date. But even with that, I very clearly remember cancelling the renewal of my subscription before I was charged this time, and somehow my subscription STILL got renewed and it STILL got charged. 

Second, it's absurd how difficult it is to get in touch with Norton's customer support service. I'm not getting through to the live customer support chat (even though I allowed cookies), it gave me my case number but when I click on the "start chat" button nothing happens. The link to submit for a refund also does not work, same thing, I click and nothing happens. It's incredibly frustrating and feels like it was deliberately made as obtuse as possible to submit refunds and cancel a subscription to demotivate customers from doing it. 

This is all very unethical business practice on Norton's part and it has left me extremely frustrated and desperate. When this is over and I have my money back I want nothing more to do with this horrible service. 

candice:

All of those links you supplied, feed back into the Chat Feature, which is precisely the reason none of us are able to resolve our refunds. It sends us on a continuous loop. Your company is broken, and customer support is non-existent for those who live outside the US. I have reported your company to the Australian authorities. 

@candice
Does localizing my Contact Norton Support link help from Australia
https://support.norton.com/sp/en/au/home/current/solutions/v71088540 

Request a refund for an annual renewal fee
https://support.norton.com/sp/en/au/home/current/solutions/v58152553

candice:

All of those links you supplied, feed back into the Chat Feature, which is precisely the reason none of us are able to resolve our refunds. It sends us on a continuous loop. Your company is broken, and customer support is non-existent for those who live outside the US. I have reported your company to the Australian authorities. 

@candice
Please help me...help users outside the US.

Are you reporting that my posted process does not work outside the US > Australia?

=======================================================

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

Contact Norton Support 

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Please post back progress. 

 

Hi @candice
Must be an Australia issue.
I reach Support from US. 
Sorry
Do these Australia phone number help?
https://community.norton.com/en/comment/8545725#comment-8545725

All of those links you supplied, feed back into the Chat Feature, which is precisely the reason none of us are able to resolve our refunds. It sends us on a continuous loop. Your company is broken, and customer support is non-existent for those who live outside the US. I have reported your company to the Australian authorities. 

 

i believe you can or use to be able too turn off auto renewal not sure if its changed or not since i last looked some years ago

may want to try to contact them on twitter (x)

Please review 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.

Lara:
Second, it's absurd how difficult it is to get in touch with Norton's customer support service. I'm not getting through to the live customer support chat (even though I allowed cookies), it gave me my case number but when I click on the "start chat" button nothing happens. The link to submit for a refund also does not work, same thing, I click and nothing happens.

Please allow all Norton pages content.
Please turn ad/content-blocker & VPN off.  
Please allow all Norton cookies/ads/scripts/frames/trackers/beacons/etc.
Please allow all Norton pages content that may be blocked by browser extension &or built-in browser protection. 
Please allow all Norton pages content in order to provide the best experience possible.
Please whitelist/allow 'support.norton.com', 'my.norton.com', 'login.norton.com'.
Maybe, clear browser cookies n cache.
Maybe, try another browser.  


When you're in a Chat session.  
Just click any presets until you see "Something else" &or you can type your message. 
for example:  "Live Agent". 

Norton Official Support is via Chat or Phone.  No Email support. 
Support request generates a case number.
         ~ Contact Norton Support ~

Please review related posted in another thread:

Maybe, share your geo-location/country.  
Maybe, I can post Norton Official Support phone number, if you want? 

Please submit: Cancellation & Refund Request
https://support.norton.com/sp/en/us/home/current/autorenew

 

Please post progress:

  • Renewal Prices: may be higher than the price for the initial term and are subject to change. Renewal prices can be found here. Annual payments are charged up to 35 days before the subscription is due to renew, and we send you a notification email with the renewal price before. (source us.norton.com)

FAQ: Norton subscription and renewal

  • We send 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.

https://support.norton.com/sp/en/us/home/current/solutions/v126985328

Learn more about your automatically renewing subscription
https://support.norton.com/sp/en/us/home/current/solutions/kb20080417115558EN

________________________________________________________

Norton provides subscription terms on product page...your location: 
for example: us.norton.com

* Important Subscription, Pricing and Offer Details:

  • Contract Type: contract for a monthly or annual subscription, starting when the transaction is complete. Click here for our Terms of Sale.

  • Set-up: to get the protection/service started, you must download and install on each device and/or complete set-up.
  • Free Trial: payment method required if signing up for a free trial (credit/debit card or PayPal only). When the trial ends, the paid subscription starts and the first term is charged, unless cancelled before. Special offer(s) may expire.
  • Renewal Cycle: automatically renews after the initial term and is billed monthly or annually depending on your billing cycle, unless the subscription renewal is cancelled before the day you are due to be charged in your account or by contacting us here or at 844-488-4540. Click here to learn how.
  • Renewal Prices: may be higher than the price for the initial term and are subject to change. Renewal prices can be found here. Annual payments are charged up to 35 days before the subscription is due to renew, and we send you a notification email with the renewal price before.
  • Cancellation & Refund: you can cancel any of your contracts and request a full refund within 60 days of purchase for annual subscriptions and within 14 days of purchase for monthly subscriptions. For each annual renewal payment or free trial with paid annual subscription, you can request a full refund within 60 days of being charged. For free trial with paid monthly subscription, you can request a full refund within 14 days of being charged. For details, visit our Cancellation & Refund PolicyTo cancel your contract or request a refund, click here.
  • Updates: your subscription may include product, service and/or protection updates, and features that may be added, modified, or removed, subject to the acceptance of the License & Services Agreement(link is external)(link is external).
  • Usage: for non-commercial household use only. If you have issues adding a device, please contact us.

Virus Protection Promise: You must have an automatically renewing device security subscription with antivirus for the virus removal service.
___________________________________________________________________

Do you want to stop your Norton subscription from automatically renewing?
Stop your Norton subscription from automatically renewing
https://support.norton.com/sp/en/us/home/current/solutions/kb20090818144126EN

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


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.

____________________________________________________________

Do you want to request a refund?  Are you within 60 days of the purchase date?  

Annual subscriptions: Norton annual subscriptions include a 60-day Money Back Guarantee. Under our 60-day Money Back Guarantee, the purchase of a Norton annual subscription is eligible for a full refund, if requested within 60 days of the purchase date. Each annual renewal payment is also eligible for a full refund, if requested within 60 days of being charged. For an annual paid subscription after a free trial, you can request a full refund within 60 days of being charged. Subsequent annual renewal payments are also eligible for a full refund if requested within 60 days of being charged.

https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507EN


Norton annual and monthly subscription refunds
https://support.norton.com/sp/en/us/home/current/solutions/kb20100512172507EN

Please submit: Cancellation & Refund Request
https://support.norton.com/sp/en/us/home/current/autorenew

_______________________________________________

Norton Official Support is via Chat or Phone.  No Email support. 
Support request generates a case number.
         ~ Contact Norton Support ~

Please review related posted in another thread:

Please whitelist/allow 'support.norton.com', 'my.norton.com', 'login.norton.com'

Maybe, share your geo-location/country.  
Maybe, I can post Norton Official Support phone number, if you want? 

_____________________________________________

License and Services Agreement (Americas)