Cost of calls

[MSANNETTE_McCARTNEY]

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

Issue abstract:Following an issue with Norton on my desktop in December 2024 I’ve now received a bill for £221.20 incurred by calls made to Norton helpline. How do I get a refund without having to contact them again and incurring a further telephone bill?

Detailed description:

Product & version number:

OS details:

What is the error message you are seeing?

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[bjm]

@MSANNETTE_McCARTNEY

Following an issue with Norton on my desktop in December 2024 I’ve now received a bill for £221.20 incurred by calls made to Norton helpline. How do I get a refund without having to contact them again and incurring a further telephone bill?

Hello @MSANNETTE_McCARTNEY
received a bill from _______?
received a bill for Norton support/services?
received a bill for phone charges related to Norton support/services?

Did you use:
Norton Premium Services - US [here]
Norton Premium Services - UK [here]

1. Official Norton Support is FREE to current subscribers
2. The Official Norton Support webpage is located at https://support.norton.com.

https://www.nortonlifelock.com/us/en/legal/anti-piracy/tech-support-scams/

Support is provided for all Norton products that have not reached the support end of life. You can find a list of the currently Supported Product Families below. You may be required to update to the latest version of your product during the support process.

Support for Norton Antivirus Basic and free Norton products is provided through online help articles and the Norton community forum.

Support for paid products, as well as for any purchase or billing questions is available through the following methods:

• Online Help articles
• Community forums
• Chat
• Phone

If you have Norton Antivirus Basic and want live support you can upgrade to a Norton product that includes free unlimited phone and Chat support.

Please note: Customers with trial products are eligible for phone and chat assistance, while customers with free products may avail of forums and articles. Free products refer to products that are not available for purchase.

https://support.norton.com/sp/en/us/home/current/solutions/v74023230

fwiw ~ this process [here] works for me to reach:
Norton support via Social Support | Chat | Phone [here]

fwiw ~ I’ve never paid for official Norton support via Social Support | Chat | Phone

How to Use Norton Live Online Chat 2024 [here]

AI Overview - US
Norton support is free for current subscribers, but there are some paid options available:
Norton support is available through:

• The Official Norton Support webpage
• Calling 1-888-681-1964
• Chat support, which is available 24 hours a day, 7 days a week
• Phone support, which is available 24 hours a day, 7 days a week
• The Norton community, which is made up of Norton experts and customers
• Social support, which is available on Facebook and Twitter

Norton will never call to fix computer issues for money unless the customer requests it.

AI Overview - UK

Norton support is free for current subscribers and is available through the following methods: Online help articles, Community forums, Chat, and Phone.

To access Norton support, you can:

• Type “support.norton.com” in your browser’s URL bar
• Visit the official Norton Support webpage

Norton will never call you unsolicited to fix your computer for money. You can only expect a call if you request it.

[bjm]

Hello @MSANNETTE_McCARTNEY
Please post progress

[bjm]

Hello @MSANNETTE_McCARTNEY
Please post progress

[MSANNETTE_McCARTNEY]

Currently involved in ongoing email discussion with Norton to resolve this. I had tried various means of contact including online chat which led to my issue being escalated to a senior team member. The two calls made resulting in charges were in reply to the number from which they had called me.

[globus5000]

if they is delay in call you it is possible they dont has somthing to call you aboute they also is delay to call me aboute norton utilities all 6 level 3 bugs they is allso whit the senior team right now but they has problem finding them all so take it easy they will call you but why call you if they dont has somthing to call you aboute

[MSANNETTE_McCARTNEY]

The delay was in making contact in the first place. I’m not complaining about a delay. I’m complaining about how much it coast me to eventually get my issue fixed.

[bjm]

@MSANNETTE_McCARTNEY

The two calls made resulting in charges were in reply to the number from which they had called me.

land line or mobile?
resulted in charges to your phone bill?
charges for what? minutes/traffic/data?
you were charged for calls originating from Norton?

fwiw ~ your phone charges are based upon your phone service plan.
fwiw ~ my phone service plan, as I recall, did not bill me for calls to Norton or from Norton.

[globus5000]

If you use the right number it is free to call norton

[peterweb]

@MSANNETTE_McCARTNEY

Currently involved in ongoing email discussion with Norton to resolve this. I had tried various means of contact including online chat which led to my issue being escalated to a senior team member. The two calls made resulting in charges were in reply to the number from which they had called me.

What email address are you contacting? Please break the link with spaces. Genuine Norton Support does not allow you to initiate contact via email.

Your experience definitely sounds like you used an internet search to find Norton Support and you used one of the first links. These are never Genuine Norton Support, but they are companies the provide support for multiple products for a fee. In your case, they managed to have you call a phone number that was not free. Who issued the bill you received? Try contacting the issuer and disputing the charge.