Deleted Days on Subscription by Customer Service -Khushi K

PICTURE attached is the before and after the transaction with Norton's CS agent. I got 2,323 days before the chat and after that i only got 1,786 days and missing 537 Days is not being acknowledge or they refuse to fix it. I have given all the proof like keys and CASE ID number pertaining it. See details below. Thanks to anyone who can help to push them do the right thing. I only ask for WHAT I PAID for nothing else. 

 

OLD KEYS PRIOR TO THE ADDING OF 4 KEYS

OLD 360 Premium – 764 days remaining (UPDATED last September 3, 2023 – added 2 keys which totaled 834 days during that time. Proof found in CASE ID: 79969516 chats) Expiry date: December 18, 2025

OLD 360 Gamer – Old 360 Gamer with near expiring date

 

NEW 4 KEYS ADDED 13, 2023

NEW 360 Premium – 2 New Keys combined but separate from the OLD 360 Premium and added today November 13, 2023, so it will have a total of 2 years. Expiry date: December 18, 2025

NEW 360 Gamer – 2 New Keys combined with OLD 360 Gamer and added today November 13, 2023. Expiry date: December 9, 2025

 

TRANSACTION DONE TODAY November 13. 2023 Reference CASE ID: 81586456

I asked the CS agent to combine the 2 keys of the NEW 360 Premium but separate from the OLD 360 Premium, however, the agent made a mistake and combined the OLD 360 Premium and NEW 360 Premium. I made it clear from the very beginning what I intended to do and also asked him if it was clear to him what I wanted and he replied “Clear”, you can check that at the beginning of the chat thread CASE ID: 81586456. The agent then tried to fix the mistake by separating what he combined however the OLD 360 Premium now only shows 297 days remaining from today instead of 764 days. You can verify the OLD 360 Premium days from the CASE ID: 79969516 dated September 3, 2023. You can also see that I confirmed the 834 days which the other agent mentioned the days remaining in my subscription after I added 2 kyes of subscription.

The 4 NEW KEYS ADDED: The 2 (key) NEW 360 Gamer and OLD 360 Gamer were successfully combined. The 2 (key) NEW 360 Premium was also successfully separated from the mistake and was combined into one key, making it 2 years combined. With these, there are 3 groups in total, 1-OLD 360 Premium, 2-NEW 360 Premium, and 3-Gamer 360 (old & new). All the GROUPS should have at least 2 years expiry each.

The dilemma now is restoring the proper remaining days of the OLD 360 Premium to the original duration before the mistake. Also during the last chat someone mentioned that the mistake was just an accident, however, it is very tiring, exhausting, and inconvenient especially when the agent keeps insisting on the wrong days of 297, it should be 764 days. You can calculate the days remaining of the OLD 360 Premium found in the CASE ID: 79969516 dated September 3, 2023, in there the duration mentioned was 834 days and from then to now it will be 764 days remaining so the expiry date is December 16, 2025.

Please help me to correct the proper date on my account accordingly. Thanks

Thanks

 

Pallavi from Twitter or X, just solved this with the approval of his Supervisor. Finally it solved after 2 whole days of headache!