Help regarding Customer Support and automatic renewal

Norton Security | Norton Internet Security
1

Hello. First, let me state that I like the Norton product, but I am rather displeased with the Customer Support that I am paying for.

 

My issue is this:

 

On 8/17/09, I discovered a charge on my bank account for $44.99. It was from Norton's automatic renewal service for a product that I no longer use. I requested a refund.

 

Now, I lost the information for that account - I don't have a product key, or an order number, and I don't remember what email address I used to sign up for it. I know that I downloaded it online last year and I used my credit card, but that's the only information I have. So, since I couldn't find the information for the account, I decided to purchase a new Norton product a couple of months ago. I didn't know that my old product was set to automatically renew, and I would have been unable to opt out since I had lost the information to log in to that Norton Account.

 

The same day I found the charge for the automatic renewal, I contacted Customer Support via the Instant Online Chat. It was anything but instant. After an hour, the representative told me that I would receive a refund. I was pleased with that result. I was informed that the refund would be processed within 2-3 business days.

 

That was over three weeks ago. I have not received a refund for the automatic renewal. So, I went back to the online chat, and was transferred to someone named "Sreekanth". Everything went well until the representative asked me for the first six digits and the last four digits of my credit card. RED FLAG.

 

I have never been asked to provide the first six numbers of my credit card from anyone ever. Not even the first chat session had requested that. I don't know if this chat representative was legit, but I was certainly not about to give out that kind of sensitive information via a chat session. I requested a phone number for Customer Support, and he gave me a phone number, and continued to request the information. I ended the session. I do not feel comfortable calling the number he provided me with - if he's not legit, then there's no way the number he gave me is.

 

I have tried to access the Customer Support Phone Service on Symantec's website, but the application on the webpage is bugged, because I cannot enter in my phone number. It won't let me type it in. And that's a required field, of course. So I cannot contact any Customer Service representative by phone.

 

I would greatly appreciate a legitimate contact number for Customer Support.

 

Thank you for your time.

2

Hopefully this might be of help to you: http://www.symantec.com/business/support/assistance_care.jsp

 

If not I do apologize.

Message Edited by SGFC on 09-10-2009 08:15 AM
3

Thank you for your response. I called both numbers listed, and was unable to connect to anyone. The first number, 800.721.3934, presented a menu of options. I selected the appropriate option, and was told repeatedly that I had not entered the number in on time. I tried it when the option was presented, and after the menu had finished, and at one point spammed the option number hoping it would go through. It just kept repeating the menu.

 

The second contact number, 541.335.7023, informed me that my call could not be completed as dialed.

 

I'm not sure what I should do now.

4

I have tried the online chat for a third time, and was connected to a representative named Kumar. He also asked me for the first six and last four digits of my credit card. The first representative didn't need the first six, so why do these other ones keep asking for them?

 

Also, both times that I have requested a phone number to call, they give me the following number: 1-800-745-6061

 

Is this a valid Norton support phone number? I am becoming very dissatisfied with Norton's Customer Support.

5

Hi Penelope,

 

I think, that's a valid support number. It's a normal procedure that the representative asks for the first six and last 4 digits of credit card number if you are unable to provide a valid E-mail Address corresponding to what you have used for the purchase. Otherwise, you can provide all email addresses you used at that time, so that they can search and find your subscription details. 

 

Between, if you have made purchase through your credit card, kindly check the card statements first whether you have got refund. Usually, refunds will be processed with-in 7-10 working days.

 

Yogesh

6

I have attempted to contact Norton's Customer Support at the following numbers:

 

1-800-745-6061 and 1-800-695-0678

 

With both of these numbers, I have been unable to get past the menu. It keeps telling me that I have not entered the number in time, and keeps repeating the menu. This is very frustrating.

 

I called the corporate office in California, spoke with an operator, and she directly transferred me to 1-800-695-0678, where I was on hold for 35 minutes before my cell phone died.

 

I just want to get this resolved. I just want to speak to a live person. Am I doing something wrong here, or is it really this difficult to contact Norton by phone?