Issue abstract: Password vault
Detailed description: 4 weeks ago I couldn’t access my password vault. I change the password monthly and write it on a notebook in my desk. I access the vault daily. The current password was changed three weeks before the issue.
I have a Norton key for when password is changed, the current unused key is dated 13 July 2024.
When I could not access my vault, (I had already looked a password up that day and it worked fine) I also got hit by malware changing my search engine to yahoo so I changed that back and went to change my vault password. It asked for the key dated 13 July but when I entered it it just kept spinning. Two agents have since taken control of my desktop and repeated the same, spoke with advisors and changed setting but can’t get in.
That was 4 weeks ago and my whole life is in that Vault. I trusted Norton.
So far I have had to change passwords on 41 accounts, I have nowhere safe to record them so they are in a notebook. I have used Norton for 12 years so don’t want to go elsewhere but a vault for my passwords is of utmost importance. I run 7 charity accounts so need access to a lot of accounts.
Now after 4 weeks I phone Nortons to get an update, they don’t contact me. They say that is with level 3, it has been for at leat 2 week. I can’t even give up and create a new vault.
FAour days ago I said I want an update and to speak to someone who can tell me what is happening by the next day at 4pm or cancel auto renewal on all my Noron products. No one called and I cancelled renewal on my family account for Norton Driver Updater, Norton™ Utilities Ultimate, Norton 360 Deluxe, and two Norton Extras - Additional Cloud Backup for 5 machines.
I am still trying to get hold of anyone. When I try to go on chat, as soon as I enter the case # chat disconnects and starts contact again. I can call but only get through to someone who says it is with level 3 and can offer anything else. The phone calls are costing a lot of money and are not achieving anything.
Can anyone offer a suggestion apart to dump Norton as otherwise please. But this can’t go on, I tried to request a refund but every call is diverted as above.
Product & version number: Password manager
OS details: W10
What is the error message you are seeing? NO MESSAGE, JUST DOESN’T WORK. level 3 dealing whatever that means
If you have any supporting screenshots, please add them: two agents have already sent screenshots