COMPLAINT - Unauthorised payment and lack of support from customer services

I was checking my bank statement today and noticed a payment taken out of my account from Norton on the 16th December for £44.99, which I have not authorised.

I reached out to the customer service team via the chat functionality to be basically told that I must have signed up for this otherwise my account would not have been debited. After insisting that I have not signed up for this and I have not used Norton for over 4/5 years they then proceeded to say they had no record of an active account can be found for me or find evidence of payment being taken.

I have contacted the bank and they say it’s definitely your company that has taken the payment and it has also been taken in 2012 without my knowledge. I do not use your product and I am becomingly increasingly frustrated with the customer service as nobody can source my information or tell me why payment has been taken, further more nobody is prepared to stop this happening or provide a refund.

I would like a full refund in the coming days back into the account you took the money from and full reassurance that no further money will come out my bank account from you. Otherwise, I will be seeking legal advice.

It's ridiculous I need to reach out to a forum page to get help!!! I don't want to be redirected to the chat or support function as they are useless and not prepared to help.

Hi Nim,

 

I brought your situation to the attention of our admins to see if they can look into this for you.

 

 

Addendum -- I see Yank has escalated but I'll leave these details ....

 

I'm afraid these forums only deal with technical matters and we have no access to subscription details.

 

If you ever used Norton security products, when you buy them on line from Norton there is an automatic renewal option but since I've not bought on line I can't be sure of this. Can you confirm about once having had a Norton product installed?

 

Could you ask you bank to give you the details of the account the transfer was made to in case it only appeared to be from Norton but in fact went to some third party although since it happened in two years I suspect it did go to Norton.

 

I'll try and attract the attention of one of the Norton Staff -- names in red -- who might be able to get your problem escalated up to a higher level but it is a weekend and running into Christmas as well and they do take time off! But believe me I will try.

 

So far as the December 2013 deduction is concerned you should have no problem in getting a refund since Norton have a 60 day refund policy which applies whether you installed and used the product or not. CHAT should have no problem in processing that but if there was one in December 2012 I think it would be much too late since we really should keep an eye on our bank accounts especially these days with so many accounts being hacked.

 

Please be patient but meanwhile

 

Since you are in the UK I cannot give you links to the Norton Support to initiate the refund for the recent charge but if you click on Support at the top of your UK version of the Forum page you should be able to navigate to Refunds or Return Policy. You may end up with CHAT again but stress the 60 day refund policy applies if they insist that the "purchase" was valid.

 

And I will see if I can get some help for you.

 

Pleae bear in mind that the helpers in hese forums are volunteers and not Norton employees unless they have their names in red.