Getting help - NEED a complete REFUND

Norton 360 for Windows
1

Issue abstract: 19 days without a system!

Detailed description: My problem started when I installed Norton, and further when I paid the yearly payment. It stuffed my passwords and several other parts of my system. The problem started on 12th July, and I found it almost IMPOSSIBLE TO RECEIVE ANY HELP! I spoke to MANY PEOPLE - then, Manish after several days and he deleted drivers, moved things around - however, my frozen screen stated: “Norton did not shut down properly”. The obvious place to start was to remove Norton, repair any damage, and then reinstate Norton! Logical?? No, for Manish. After he deleted things, my system went BLACK!! Damaged couldn’t be repaired!! He made me set a reset button - wrong date! This went on for 3 days! Then I found another person who was a little helpful - he had to then move my problem to level 3! However, NO ONE ever rang me back!!! I always rang them!!! Then, finally, one day, I hung up on someone because they wouldn’t even listen!! Within 15 minutes, Allwyn(spelling) from Level 3 rang me, and THEN we started to reinstate my system. Together, we stepped through each step, AND he actually rang back WHEN HE SAID!! Over several days, we were able to finally reinstate my system, with a problem printing and sound. 2 days later, he rang me again, and somehow, the print AND the sound were working (During that period, I pressed MANY buttons and restarted my system!!) After SEVERAL LONG calls (from 9.30 pm to one night after midnight), we patiently shared MANY calls to fix my system!! We closed the case, even though it still might happen - issues, that is. He said, if this happened again, to ring, state the case number, and ask for him (or anyone in Level 3) to return my call. Fingers crossed the problem - I’m hopeful! Allwyn was amazing!! TOP POINTS to him and his help -31st July, and the case was closed - 19 DAYS AFTER THE START!!! Not a good look, NORTON!! Here are just a FEW of the people I spoke to: Manish, Mat, Bhawesh, Deepanshu (he was able to do something), Tania, Liza, Neveen, Naphalie, Hazel, Alankrit, Sunny. Norton was always my FAVOURITE program and my go-to - NOW, NO!! Even though my system is up, Norton has screwed my passwords and MANY of my programs!! I’m asking for a FULL refund of ALL monies paid to your company - the stress and problems that Norton caused can’t be explained - I’m a retired teacher who tutors for free - I didn’t have access to my computer, my programs AND my printer, which is essential for my job!!. I purchased Norton Premium, then Windows kept coming up for Utilities, Driver Updater, Anti-tracking, etc. - PAIN for them ALL!!! Now, I will delete ALLNorton programs and wish to receive a FULL refund for ALL of the money I have paid to NORTON! I’m disappointed with your program; however, your customer service is pathetic!! More training in customer care should be done!! My faith in Norton is gone, and that is why I’m asking for a complete refund ASAP!! Though I’m asking for a complete refund, I wish to compliment Allwyn for his tireless work: he promised to ring AND did!! I was promised a call back by the others listed above (and more), AND I think I received 1 call back!! To even get to Level 1 Tech support would take up to 20 minutes. Then, to get to Level was ALMOST impossible!! I was told OVER and OVER that I would get a call back -“Trust me!” were the words I heard over the 19 days!! ONLY Allwyn, kept that promise!! I have lost students from my tutoring. I was to teach English to Japanese students - I couldn’t access my files!! I’m disgusted by the treatment I received over the first 15-plus days!! Shame.. Shame… Please advise when ALL of the money I paid is being returned as a credit!! I don’t want to hear those words again… “Trust me, you’ll get a call back!” I will keep a copy of this message, and I will see if anyone actually reads it! AND how quickly I receive the FULL refund!! Remember, ALLWYN Level 3 was the ONLY person who kept his word, rang back, AND reinstated Windows.

Only Allwyn Level 3 Tech Support gets a 10!! He was knowledgable, had great communiataion skills and showed empathy! Everyone else, I gave a 1!!

NOW I WANT a COMPLETE REFUND!!!:hot_face: :frowning: :enraged_face: :enraged_face: :enraged_face: :enraged_face:

I bought ALL 4 of Norton’s software - THAT software stuffed my system!!!

I NEED this refund ASAP!!!

2

@SherylA_Whitwell We are answering you posts here in your other thread and have escalated for you as well.

SA

1 Like
3

Hopefully it won’t take 15 days to be escalated to the right department - and then another 4 days for it to be addressed.

I NEED that money NOW!! I need to food!

4

Did you ever get an answer? I have been trying backup to external device, which is a option offered, so I can get a new computer and have been talking to tech support for 2 months now. Today they were supposed to call again but didn’t

1 Like
5

@pkferret Are you attempting to completely backup the entire contents of drive C: or just files? Norton cannot image an entire drive, just files and directories you choose. Do you have the latest version 26.7.11086 (build 26.7.11086.990) installed? Have you connected your backup device and its showing as a connected drive and followed the below?

create a local backup to a different drive
create a local backup to a different drive1014×678 81.3 KB

SA

1 Like
6

Too late I am cancelling my account. I still have Windows 7, but they assured me the backup to an external drive of my own would still work. It worked fine until the programming was changed this year. My computer motor is literally starting to burn out, so I am out of time. I wanted an in-house backup of ALL the files on my computer before I got a new one, but after I had a layer of smoke from the computer in my house, I gave today as the last chance. They did not try to contact me until after Noon EST. My appointment for the 5th try was at 9 am. I told the elevated tech support 2 weeks ago that they only had until Noon on Monday before I had to be somewhere else. I also told them that this time they needed to have an answer, not a lets try this. From the phone message I got, it was a let’s try something. The backup to external drive NO LONGER WORKS WITH WINDOWS 7. I probably spent at least 15 - 20 hours with tech support on an issue that will never be solved. I want my money back.

7

Good morning, NO, they haven’t got back to me! I’ve now deleted it from my system, and, WOW! my system is now running smoothly, without the constant message from Norton asking me to ADD more apps!! Like I said, I only found ONE guy who did what he said! He was Level 3 Tech Support. However, to get to him, It took 15 days! Ask to speak to a manager! That got them moving - a little!! When I finally found this guy, he did what he said, knew what needed to happen and rang back when he promised!! I hope you find the same guy! However, you can’t ASK for him! “That is not how the procedures work”!! I can’t tell you how many times I heard that AND “Trust me madam - I’ll call you back” SUCH a bad company now!! It used to be the GOTO Antivirus!! Now, absolute rubbish!! I hope that you get some (ANY) answers/solutions soon. All the best. Sheryl from Australia

1 Like
8

I just read your last message. I think that is the ONLY solution for you! We ALL should cancel our accounts, ask for a full refund, and maybe then they will listen! Good luck, Sheryl

1 Like
9

No, I was actually trying to start my system - Norton didn’t shut down properly, and it froze everything. Instead of removing Norton, this guy deleted files, deleted drivers, moved things around and completely stuffed the system! A message saying that the system was broken and couldn’t be repaired appeared!! Is that guy still working there?? Yes, he is!! Disgusting NORTON!!!

1 Like
10

SO AN UPDATE!! The one helpful guy, Level 3 Tech Support, rang me last night at 11.30 pm! He offered to help me reinstall NORTON in FULL! So that call was the result of a survey I took a couple of days AFTER my Windows was reinstalled!! This call is about 10 DAYS AFTER I filled in the survey - I gave Norton “ZERO”!

I said I DON’T want to reinstall Norton AT ALL!! He asked for 1 hour (after 11.30 pm??? really??) to “talk to his team” and he also said that I would NOT get a TOTAL refund!!!

He left a message at 11.55 pm saying that he would call again tonight, 10 to 12 midnight!!!

I’m SOOOO over Norton - my stress levels were reducing before last night’s call!! Now, through the roof AGAIN!!

To add insult to injury - I got my phone bill - I was charged for 1800 numbers??? WTF!!!

Here is a copy of another email I sent Norton - this forum is NOT allowing me to CREATE a new post!! WOW!

---------- Forwarded message ---------
From: Sheryl W <xxxxxxx@gmail.com](mailto:xxxxxxxxx@gmail.com)>
Date: Sun, 9 Aug 2026 at 13:58
Subject: Re: Your 90-day security summary is here!
To: Norton <reply-HBLFYZAOYKCEZNM4ZCRQ6H3MSQ.70252@emails.norton.com>

This is the email I sent after 13 days of NO computer!!!

It took 19 days to finally “sort of” fix my system!

I’m asking for a FULL REFUND of ALL monies paid to your company!! Funny how the system crashed 1 day AFTER Norton took money out of my BANK!!

I will see if ANYONE reads this!!
Sat 25 Jul, 10:28

You’re sending me an email to book a call?

However, I DID have a BOOKED call for 11.30 pm!

You sent this email at 10.30pm, just 1 hour BEFORE I was booked in!!

I didn’t see the email until this morning - 10 hours AFTER you sent the email - I was resting th July - that is on my bed awaiting the BOOKED call!

I’m being played!!!

This issue STARTED on 12th July - that is 13DAYS!!

I have spoken to SOOO many people from ALL levels of the company - Keep getting comments like “oh, you need to upped to another level” I’ll get them to call you"!

It’s called “passing the buck” - the aim is to outwait the customer, and the customer is supposed to just give up!!! However, I’m still here!! I WON’T go away - I NEED my computer!!

NORTON STUFFED MY COMPUTER< THEREFORE NORTON HAS TO FIX THEIR MISTAKES!!! Even if I wanted to, I don’t have money to pay someone else to fix the problem - I’M an AGED PENSIONER - AND I SHOULDN’T have to pay to clean up YOUR mistakes!

One person, Manny, deleted, moved… whatever ?? files while watching the screen! WHen I asked what he was doing he said that he was deleting and reinstating drivers - however, the problem started when I switched on my computer, I had to add a code to complete the bootup, which I did using my mouse and keyboard. My TWO screens (one for Microsoft and one for Chrome - The message that came up said “Norton Antivirus (might have said Norton Premium, did NOT shutdown properly. Press the button to reboot to restore files” (There was a large oval type icon at the top of my page). I was unable to on this frozen page. press as the pages were frozen AND mouse and keyboard were “not working”

Many, ( not the same person) always got someone who CAN’T help, I then am promised a call back!!! I think that I have had 2 call backs - to get SUPPORT, which is what your departments are supposed to give, I have rung SOOOO MANY TIMES!!! Each time (except for a couple of times, I was told, after going through ALL the hoops, that my case has been sent to the next level - apparently, engineering is the level that can fix my problem. Now, I’m not even receiving calls from you - you’re saying, book in a call. I’ve done that! You didn’t call.

It’s NOW been 13 days!!

I don’t have access to my “life”!

Whatever Manny did (he got me to create a reset point - which I did, that went on for 3 days before I called again and another person “helped” me. Another dead end!

I know a little about computers and my guess is that a person needs to come to my home and FIX my problem - which NORTON created - funny how the MAJOR issues started the DAY you took out several payments from my bank account!!

Going BACK - the issue started on my FROZEN screens - NORTON DID NOT SHUTDOWN PROPERLY!!!

Anyone, well obviously NOT everyone, would have removed NORTON products from my computer, the machine could then reboot, then, reinstate Norton again!?!?!?!?

Simple right??? No, MANNY was CONCERNED about my keyboard and mouse - I had to change the ports they were in - My mouse and keyboard WERE working correctly!!! If they didn’t work, I wouldn’t have been able to get to the frozen screen!!!

Now, because of the disaster MANNY created, I don’t have a computer ( I have been able to use a neighbor’s computer - which I only have for a couple of hours when they are not using it!)

ALL of my life is on my PC!!!

So now, here we are - 13 days from the beginning of my problems - first your product, stuffed up, then MANY from the Support department, continued the stuff up adding to my problems, AND I DIDN’T CREATE ANY OF IT!!!

I, in good faith, signed up to your products (which HAD a good name!) and now I have nothing!!!

I have 2 hard drives - one with all the programs and a D drive (which is NOT bootable! - I TOLD MANNY!) MY personal files, my teaching files and my craft files are on my D drive.

I’m a retired teacher and I tutor children for FREE!!! However, I NEED access to my files on D drive AND my printer doesn’t work - it did before MANNY!!!

Now, I’m going to send you this message, and then I will call you in 10 minutes I need ANOTHER coffee!) from that time to ring me back and fix my computer. It’s now 10.25am ALSO, I will be unavailable from 1.00 pm ( a little less than THREE hours) and I will then be available AGAIN from 5 pm today!!!

NEXT week, I will be out daily until at least 7pm - I teach Japanese students visiting here AND I tutor daily - that’s why I will be unavailable during the day!!

I thought that NORTON was a reputable company???

If it is, why is it taking 13 days to even get, hopefully, someone who can undo what MANNY did!?!?

I’ll call you.

I know I’m just 1 person, not a business (which you would fix on the spot!) I’m an aged pensioner - think, what would you do if I was your grandmother - I’m 71+. Now, would you put up with her being treated this way???

I will beg, again, PLEASE fix my computer…

Sheryl Whitwell

Now, AGAIN, I require a total refund as the problems started in MAY 2026 when I first install Norton! The beginning of a nightmare!!!

11

I had your last post edited to blank your email address from public view.

1 Like
12

Thank you :slight_smile:

1 Like
13

Another update.

For the last 2 nights, that Senior Tech support person has rung me - at 11.30am. The first night I was sick and didn’t hear the phone, last night, I heard the phone (I was asleep again) at 11.36 pm, I reached for the phone, hit the answer button and NOTHING!!! He didn’t bother to wait for a few rings, he left a message - I haven’t heard it yet! I tried to ring back straight away - I got the line “Hello, welcome to Norton Support” I hung up - I can’t afford to ring international numbers - and in this case, deal with the “I assure you Madam, Trust me, Someone will ring you back, Trust me”!!! I’ve heard those promises SO many times AND I couldn’t play that game again!! I tried to send a message; however, you can’t send message to that number!!!

The first time he rang me at 11.30 +, I said I didn’t want to install Norton again. I just wanted to get a=back the money Norton took for products that not only didn’t work, BUT stuffed my whole system!! The second time I was sick (I got a message the next morning saying they tried to contact me and couldn’t. They asked for a time from 9pm onwards. I said 9pm. Did they listen? NO, they rang after 11.30pm!!

The message this morning

“ Hello Sheryl,

Thank you for replying to our email.

We have scheduled a callback between 9 PM and 11 PM (Australian Eastern Standard Time) on 17th of August to connect and address your concern.

We value your business and appreciate your trust in us”

My answer says it all (AGAIN)

Please make it 9 pm - 11pm is too late! Also, please let the phone ring more than a couple of times! I was asleep BOTH times I was contacted - even though I said to call back at 9pm, NOT after 11.30pm!! I DON@T want to reinstall Norton or ANY of the other apps!. I have removed ALL traces of Norton from my system, and I don’t want to reinstall! I’m still trying since the “FIX” on 31st July. The mess that Norton left on my system is taking time to fix! Now, 13 days AFTER I removed Norton, you ring to say you’ll help me reinstall??? Really!! I’m still trying to fix what your Password Manager did to my system!! I was just starting to feel less pressure, AND THEN.. the call after 11.30pm!!!

NO, and double NO

I don’t want to reinstall ANY part of NORTON!! I want a full refund for a product(s) that didn’t do what I paid for. I got nothing but stress from day one in MAY! The Password Manager stuffed my system from DAY 1 in MAY!! The pinnacle of the problems was on 12th July when my whole system froze BECAUSE of NORTON!! THAT day was the beginning of the farce of Customer Service from your company.

So NO, again NO, I don’t want to reinstall Norton and all of its “add-ons”! I can’t, and won’t, deal with the stress your company has inflicted on me!

Now, you want me to go down that stressful road???

Again NO!

I want a complete refund! NOT midnight calls basically begging me to reinstall!! I’m also disappointed that the one person who actually helped me - and knew what I’d been through -is now the instigator of that stress - AGAIN!!!

Please process a full refund ASAP. I will then disappear from these pages.

It’s THAT simple!!

Sheryl

1 Like
14

An update!!

Well, they have rung me 4 times so far - AND HUNG UP!!!
MAKE THAT SIX times!!! 6 calls in 12 minutes!!

That’s MORE than I had in total from NORTON when I had the problems!!!

They want me to let them try to fix the problem!!

I have told them MANY times that I’m not interested!!

I just want a refund!

The stress that this company has put me through is over the top!!!

Go hassle someone else!!

Maybe someone who has been waiting to get their issues fixed???

You’re beating a dead horse here!!

Help some other poor sucker!!

Don’t know why I can’t post a new item???

Is there a limit??

1 Like
15

Their email after last night!

| *Hello Sheryl, *
| |
|----|----|
| | |
undefined|----|----|

Please accept my sincere apologies for the multiple disconnections while we were speaking on the call. We understand how frustrating and inconvenient this must have been.

Regarding your request for a full refund, I am currently checking with our team internally. We will keep you updated on the progress and share further information as soon I have an update.

Thank you for your patience and understanding.
undefined
undefined
undefined

My answer!

Yes, the constant calls and the hang-ups were very disturbing.

I have said MANY times that I was going to delete (done on 10/8) and that I wanted NOTHING from Norton but a FULL refund!!

After deleting ALL components of Norton, I’m stuck with what it did to my system and my files!!

It had “hidden” files which were embedded in the files - removing these caused SO MUCH damage - and yes, before you blame me for it, I DO know how to delete files correctly!

Still finding (after more than 10 days of COMPLETE deleting!) embedded files! It took me SEVERAL days to try and “GET” ALL the Norton files!

I have spent HOURS literally (TOO MANY!) trying to fix the disaster that you left behind!!

My passwords are a mess - I have to make new passwords for ALL sites!! The Password protector didn’t work, AND it changed the pathways for sooo many of my passwords - I’m not sure how secure my passwords are after the destruction Norton caused; therefore, I’m changing ALL of them!

So now, 6 weeks from when my system was restored after 19 days without a system AND problems since I initially installed Norton in May 2026! That is when I had issues from day 1!!! That is why I’m asking for a FULL refund for ALL the money you have taken from my Bank Account- Also adding insult, I had fees as well! Those should be reimbursed!!

I have a complete list of the monies taken since May 2026.

I have PROOF of ALL the issues from then (ALL the emails explaining the issues)

12th July 2026 was the actual DAY my system froze, stating that NORTON has not shut down properly!

Then, 19 days of stress and unprofessional behaviour from Norton Service! What service???

After last night, when I AGAIN stated that I was NOT reinstating Norton to my system - how many times have I said that???

I can’t do this anymore!! You’re causing so much stress to me personally; that is on top of me trying to clean my system of your files!!!

A FULL refund for ALL of the Norton components that I have paid for needs to be refunded today!! NOT another 6 weeks!

That includes Norton 360 (Deluxe), Antitracker, Driver Updater, Utilities, Password Manager… These are just the ones I remember!! There are more!

Sheryl

And now I wait!!! How long?? As long as a piece of string!!!

I’m sure that they won’t refund all the money - I will keep this up until I get the FULL refund!

Sheryl

1 Like