I just had an experience where a Norton Support Staff member who:
tried to fraudulently charge my account $352
then made up two ridiculous lies as to why that happened
then insisted I didn’t speak proper English (I’m born and raised in the US).
And this was after they messed up my initial request to upgrade my antivirus.
So at this point I’m in the hole 40 minutes from this nonsense, 60 minutes with the antifraud folks at my bank explaining this ridiculous situation to get my card reactivated, and I still don’t have the upgrade I’d like to purchase.
Then I contacted another Norton Support Staff member today to try and explain the situation, and their response was to insist that the fraud alert texts my bank sent me were themselves scams.
So at this point, I’m wondering how to contact an actual person in America, preferably a manager, who can understand that this is widely disrespectful and unacceptable and fix this sitaution.
I have copies of all these conversations, as well as the case numbers for reference.
Never done a single complaint about any customer service agent in my life- but this was far and away the most offensive experience I’ve ever had (and I was trying to BUY something!). I understand outsourcing, but it’s time to look into what’s going on, because this is WAY over the line.
Thanks for the links, but if I had to resort to third party interference I think I’d just hand everything over to a journalist and let them run wild with it for their own benefit- sure I’m not the only one, and they’re always looking for stories like that. Don’t think drowning it in a BBB or other online review is practical these days (not to mention the time investment).
More just looking for some sign that this isn’t encouraged, repeated behavoir on the part of Norton, for Norton to manage the employees and ultimately fix my super-simple upgrade problem.
I’m 100% sure that the Norton rep tried to bill my account twice for $352. My bank confirmed it and has it on record, I also have the fraud text alerts they sent, although it doesn’t say what exact product that would be for- which is indeed a mystery as the goal was a $60 upgrade, to a product that itself would have cost at most $140.
Are you enrolled in Automatic Renewal?
You’re reporting Norton official support rep has access to your Norton account payment profile?
Norton direct sales are via buy.norton.com/estore/
How did Norton rep get your bank/card details?
$352 twice for what Norton plan?
Your bank sent you fraud text alerts for “fraudulent events”.
You’re reporting that Norton direct sales are reported as “fraudulent events”?
Yeah, I don’t have any desire to go through GenDigital, or any third parties. Journalists are always hunting for stories, I’ll just let them handle it. This is my pen to paper, as I already tried Norton’s Contact Us route.
The Norton Representative accessed my payment information that was saved on my Norton Account. No autorenewals or any other charges were in play. They tried to charge the $352 twice while I was on the phone with them, as that’s when I received the fraud notice texts from my bank. Still a mystery as for what “plan” that was for- as it has nothing to do with my account, and I can’t find any plan that costs that much.
I consider it fraud when a company attempts to charge you 6x the price, without being able to provide any reasoning or any product that corresponds to that amount when asked, and then tries lying to you about it several times, then blaming you, then insisting your bank is crazy. What else would you call that kind of behavoir?
I’m hoping a discussion about Fraud + Harrassment by Norton Support Staff catches someone’s eye who can contact or is a Norton Employee. Just basic level monitoring that proves they’re not actually creating an environment that fosters this kind of behavoir.
What were you supposed to get for $352 x 2 and how would that $352 x 2 end up in Norton rep pocket…unless you’re suggesting Norton reps are incentivized to promote faux charges?
~ head scratch ~
Sorry, I don’t believe you’re helping anything here and I don’t have time to go through every detail with ya. Really just looking for someone from Norton to respond, or somone who can make that communication happen directly.
Please just make way for that to happen, and take care.
With all due respect the above quote highly suggests scammers being the culprit vice actual Norton Support. Should be investigated nevertheless and without delay.
All BJM does is continuously deny that Norton’s terrible business practices are actually happening. He is not here to help you with anything. DENY DENY DENY
AI Overview
If you’re a victim of fraud, stop contact with the scammer, collect information about the incident, and report it to relevant authorities and financial institutions immediately. Contact your bank, credit card issuer, or payment service to freeze accounts or reverse charges. File a report with the Federal Trade Commission (FTC) at ReportFraud.ftc.gov and the FBI’s Internet Crime Complaint Center (IC3) at IC3.gov. If personal information was compromised, file an identity theft report at IdentityTheft.gov and place a fraud alert on your credit reports.
Stop All Contact and Payment
Do not send any more money or provide additional personal or financial information to the scammer.
Beware of recovery scams that claim they can get your money back, as they are often imposters trying to steal more.
Gather Information and Document Everything
Create a timeline of events and gather all relevant documents, such as emails, chat logs, screenshots, account statements, or payment receipts.
Keep a log of all conversations with authorities and financial institutions, noting dates, names, and any expenses incurred.
Contact Financial Institutions
Immediately contact your bank, credit card company, or any other financial service provider.
Report the fraud and ask them to close compromised accounts or issue new ones.
Report the Fraud Federal Trade Commission (FTC):
File a report at ReportFraud.ftc.gov to help prevent others from becoming victims.
Federal Bureau of Investigation (FBI):
Report the fraud to the FBI’s Internet Crime Complaint Center (IC3) at IC3.gov.
Local Law Enforcement:
File a police report with your local police department, especially if required by your bank or if you have information that could lead to an arrest.
Protect Your Identity and Credit
Identity Theft: If your identity or Social Security number was compromised, visit IdentityTheft.gov to get a personalized recovery plan.
Credit Bureaus: Place a fraud alert or security freeze on your credit reports.
IRS: If your Social Security number was used for tax fraud, report it to the IRS and get an Identity Protection PIN (IP PIN) at IdentityTheft.gov.
My own opinion is that bjm, peterweb, soulasylum and many others spend a great deal of their time and give their expertise freely here that you cannot get from Norton support.
@BabyFarqs Yup. Got a whole gang of Norton Community Admins in here who can’t or refuse to figure out it’s time to speak to a manager because they’re getting reports of Norton Support Staff committing fraud and harassment.
Just keep giving Norton employees more chances, and they come back with AI responses on how to report fraud in the world. Clearly a sign of a company that’s created and actively fosters an environment of zero accountability.
@MR_Norton_User@BabyFarqs Please allow me, with all due respect, to correct your non-sense accusation there is a gang of Norton Community Admins refusing to speak to managers or teams responsible for issues we can’t solve here.
As many others here know, we Guru’s DO have the ability to reach out to specific Norton employees to escalate issues to them we cannot correct, and, most especially, ones that support cannot correct. Every time you see this icon @ appear, the name behind it gets tagged for a review of the thread being tagged, for action. There is no environment of zero accountability here, we simply DO NOT work for Norton / Gen Digital and are NOT privy to that information.
@Gayathri_R Would you also like to drop in to reflect on this topic? TIA.
If you’d like, follow these links and contact Norton /Gen Digital directly:
@SoulAsylum Well, seems like Norton must be hiring, paying, and giving you guidelines in some way to manage their community chat. If they indeed have given you the ability to escalate issues, well bud, now’s the time. As up until here, in response to fraud and harassment claims, the response on the part of Norton has been nothing but deny, delay, distract, and discard- whereby they’ve fostered and are currently maintaining an environment of zero accountability.
That’s why we’re here, twenty messages later, with something that should be able to brought to a company’s attention right away.