I am a recent LifeLock subscriber (in the last month) and have had a problem with an error message on the financial monitoring’s accounts section from one of my financial institutions connecting. I have been watching this specific financial institution daily by logging in to their website daily for many years so there is no problem gaining access to the institution’s website. I filled out a case number with LifeLock support and have been told that the problem will get fixed the next day for two straight days in a row with no resolution. I’ve been told to call back the next day if it is still not fixed which is the action I have been taking but it has become frustrating as there doesn’t appear to be any escalation of my problem internally at Norton. That’s where I am at with the current status. I feel I’m being ignored because the support staff can not fix my specific problem and keeps “kicking the can down the road”. Who can I complain to higher up at LifeLock to get the service that I am paying my annual membership for?
The exact message on the Financial Monitoring page is:
We’re unable to connect to your XXXXXX XXXXX XXXXXX account. If you’re unable to reconnect, contact Member Services & Support.
I don’t know if I should cancel my membership and ask for a refund or let this play out. I can barely understand the first line support person and have to ask the person to repeat themselves multiple times and SLOW DOWN when they try and provide an answer to my questions. This is crazy and no way to run a help desk from a service management perspective. If I have to I’ll go to my state’s attorney general’s office to file a complaint but this is a last resort. Lifelock is monitoring other personal information for me and I would hate to “throw out the baby with the bathwater”.
Hello @James_Urban
Curious, did you try LifeLock by Norton support via Chat? or via 1-800-416-0599?
https://support.norton.com/lifelock/en/us/home/current/contact
I’ve needed to ask support agent to repeat themselves (for clarification) multiple times via Chat & Phone.
Manage your Financial Monitoring account here
Reconnect your financial institution for Financial Monitoring here
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AI Overview
The error message “We’re unable to connect to your XXXXXX XXXXX XXXXXX account” on the Financial Monitoring page indicates that the connection to your financial institution’s account has been disrupted. This can be due to various factors, including changed usernames or passwords, multi-factor authentication issues, or website updates by your financial institution. If you’re unable to reconnect on your own, you’ll need to contact Member Services & Support.
Here’s a more detailed explanation:
Possible reasons for the disconnection:
- Changed Username or Password:
If you’ve recently changed your login credentials for your financial institution’s website, the connection may need to be updated.
- Multi-Factor Authentication (MFA):
If your financial institution uses MFA, the connection might be disrupted if the correct authentication methods aren’t being used.
- Website Updates/Security:
Your financial institution might have made changes to their website or security protocols, causing a disruption in the connection.
- System Outages:
There might be temporary outages or issues on the financial institution’s side that are preventing the connection.
What to do:
1. Check your credentials:
Ensure you have the correct username and password for your financial institution’s account.
2. Verify MFA:
If MFA is enabled, make sure you’re using the correct authentication method.
3. Check for Website Updates:
See if your financial institution has posted any information about recent website changes or system updates.
4. Reconnect Attempt:
If you suspect the problem is on your end, try reconnecting the account through the Financial Monitoring page (refer to Norton’s instructions).
5. Contact Support:
If you are unable to resolve the issue on your own, contact Member Services & Support for assistance.
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Cancellation & Refund Request [here]
Norton Cancellation and Refund Policy [here]
Norton Community urges users that do not want automatic renewal to Unsubscribe and Delete their billing profile.
I finally got a hold of someone in a chat session. I’m making progress again.