Have active Norton antivirus service but received virus anyway.

Have active Norton Antivirus services.  Received Virus anyway. 

I have spent hours and days on the telephone with Norton employee that has poor English language skills. 

I have not been able to get rid of virus (months have gone by) and have been convinced I must also pay for additional service ($59.99) so the virus will not happen again. 

First all I have not gotten rid of virus. 

My computer is locked up in a safe mode by 'remote services'  and the additional clean up has not been run.

 

I ask for another employee that I could understand their language.  I was told that no one outside India works for this company.  Everyone is India based and we have this type of English.

 

I would like to talk to someone - hopefully from North America so we can understand the same language.  I am feeling much distrust from the several employees I have talked to from their hours of lack of results.. I am told I must have my computer start over from scratch.  That would mean losing years of pictures, files etc. 

 

I am very highly upset.  I have had to go out and buy a laptop so I can have use of a computer until my desktop is repaired. 

 

Questions are: 

1)  Can I talk with someone from America about this issue?

2)  Can I get this virus removed, since I had/have antivirus software in place?

3)  Do I need this additional service of $59.99 charged to my credit card last month?

4)  Do I have to lose everything on my computer - wipe it out?

5)  Someone please help me.  My husband has been in a tragic industrial accident and our time is spilt between doctors appt out of town and therapy and more.  Our time is limited at the house where my desktop sits.  I just need help... Thank you for your time and solutions....

 

S.G. Stewart