I have been going around in circles for the past hour now trying to get Norton’s customer services contact details as I have been charged £99.99 for autorenewal on 18 January, 36 days in advance of my current subscription expiring on 26 February, and I received no advance notice of this by email or by any other means - I checked back through all my emails from Norton for the past year to confirm this. I have just cancelled the autorenewal and I now wish to cancel my subscription, be refunded for the £99.99, but no matter what I try I am redirected back to their main help page. Their AI only appears to want to deal with customers in Japan and will not give me any UK-based details. Can anyone give me a steer on this? Does anyone know of a phone number I can call? Any help is much appreciated.
Users may cancel recurring subscription service.
Users may request refund within 60 days of payment for annual subscription.
Your subscription continues through current paid term.
fwiw ~ this process [here] works for me to reach: Norton support via Social Support | Chat | Phone [here]
Users may cancel automatic renewal anytime.
Users may shop price at reputable retail/online vendors.
Users may discuss price with Norton support.
Norton support agents can offer solutions or even match offers.
Stop your Norton subscription from automatically renewing [here]
Note: ~35 days from term expiry - users report not able to change subscription status.
Norton Community urges users that do not want automatic renewal to unsubscribe and remove their payment profile.
Just seeing this - I persevered on my attempts to get through on Norton’s site, and finally managed to get a form to request the refund, after which I was given the option to speak to someone either over the phone or online - I took the online option and after about 10 minutes I was in contact with a human, who was very helpful and sorted out my refund soon afterwards. So it would seem that this might potentially be an exception to Einstein’s contention that insanity is doing the same thing over and over and expecting different results! So the information here is appreciated, but thankfully no longer needed.
In conclusion, there really should be a more straightforward means of contacting customer support as this reflects very poorly on Norton as a whole - having designed IT systems for over 30 years, I can confidently state that Norton’s online support is exceedingly unintuitive, and if I were a cynical person I would even suggest it appears to have been intentionally designed to be frustratingly difficult to navigate. Good dependable customer service is a vital component for any business to continue to thrive - the current support arrangements need a drastic overhaul. That’s me.
