Hi.. My husband John has just been chatting to a support person AGAIN... It was discovered that we had more than one account for Norton. Same email but more than one licence. We were thinking of go to the Twitter or Facebook on this issue.. But we decided to start here..
The issue we have had, for some reason, we were getting billed twice a year. How this happened we do not know.. We thought it was strange that we we send an email reminder to advise that our licence was due in December.. Yet we know it should be due in about April.. But it seems we also purchased a licence in August. Perhaps one of us was confused and purchased a second licence without knowing it was still current.. We do not know. But our question to the support guy was why we were invoiced in December.. The support person we chatted to in December upgraded us since we were billed automatically even thought we sent Norton an email advising we wanted to upgrade. But that we ignored. Since one account is still running the support today rolled over the 30 days.. This all seems to be fine and supportive but.. what about the other years we were paying twice a year for the same computers.. I was assuming that since I received my renewal after paying for the upgrade that the other copy on our laptop was automatically updated.. But it wasn't since we have just found out that was on anther licence.. Both of which had auto pay on them.. The auto pay was stopped in December but today I found out that it was still set to auto pay for the other licence..
Questions my husband asked was why were we being billed in December for software we purchased in Apr and Aug. Even though we did not need the August licence, not really the point. WHY DECEMBER.... If I did not chat today to support, the licence renewal we got today would have been auto paid when it did not need to be. For years we only had need for two Windows license.. But since we were told our renewal was due in December, which was auto paid, I was annoyed since I wanted to upgrade to cover my Mac and Tablet..
We need an answer as to why December and why no tech support noticed that we had a license that we did not need to renew..
John has a full copy of the chat from support today.. It has names, account details and address on it. So it only available to Norton.
Destiny, and John..