Following emails from who I presumed was Norton I agreed to renew my Norton 360 system for three years + and via the Chat Line Norton took over my computer remotely (I agreed) and then charged two amounts of €175 via my Paypal Account. This was done very efficiently. They also agreed to change my version from Spanish to English.(I live in Spain)
This upgrade failed and I went back to the Chat Line with all the information. They said I had been scammed "I would like to inform you that you have been scammed and the person that contacted you this morning was not a part of Norton. ........"You have been scammed by fake people who told themselves to be part of Norton and charged you"
I contacted Paypal to try and stop the payment and received the email address they used to make payment. In the meantime I'm sure they would have tried to delay payment
I contacted the Chat Line again with is information and was told "this email does not belong to Norton ............. ask them for the refund as you have not paid to Norton, someone has duped you by the name of Norton" I asked how I could follow this up my email and was told to email nortonmanagers@support01.norton.com " and we will check and reply you with the information" I sent three emails on 15th September and got a standard acknowledgement (and a Ticket number which was encouraging) but to this day have not received an explanation.
In the meantime I received a standard email saying my system had been renewed but payment not received and would be cancelled in 24 hours. Paypal confirmed they were unable to stop payment. I replied to this email from Norton subscriptions but received no reply.
I contacted the Chat Line again and went through the whole story again with the Chat Line references etc and was again told "We have not received the payment of €350 which is from Paypal. "Actually at the time of your previous contact with xxx and xxx, your Norton account was not having the renewed days. you have been scammed by fake people who told themselves to be part of Norton and charged you" I asked how I could complain and was told to email support@support10.norton.com. I said I'd tried this before with another email address and would I get a response - "Tony, I wish to inform you that this email address is regarding the scams that our customers face. We investigate the scams based on the emails forwarded from your end. OK but can you monitor this is being addressed? I am here to address all your concerns and we are working on the e mail forwarded by you. Many thanks xxx. I will email in next few minutes when I've made a cup of coffee! Tony. Thank you, Tony. You are welcome. It is my duty to keep you a happy Norton customer. Is there anything else I can assist you with?"
I emailed the full story to that address on 16th September. Guess what? As I sent the email I received an email saying my Norton 360 subscription had been renewed successfully. Guess what? I never received a reply to my complaint.
I have been with Norton for over ten years and have never had a complaint. Apart from a lot of worry and distressI have spent over six hours trying to resolve this and am very disappointed that I have been misled or lied to and find this extremely remiss. Being unable to get an email response from Norton is appalling.
Sorry for this long diatribe but it got it out of my system and if someone knows how to complain - and get a reply - I would appreciate it.
Tony