Norton Annual Renewal charged to my account?

Norton Security | Norton Internet Security
1

I've just seen my bank statement and was shocked to see that £64.99 has been taken out of my account by Norton Anti-Virus.


I was never asked permission or warned that this was going to happen, I haven't received any emails from Norton either. And I certainly never signed up for this 'Norton Annual Renewal'. It's even been renewed 17 days before my last Norton Antivirus was due to run out.
I've tried calling customer support but can't get through, I don't even think it's the correct number and emailing doesn't seem to be of any use.
In the past I've either renewed by buying the Norton Disks or renewed on line.  I've always been notified in the past that my years subscrition is running out, however this time I haven't been given any notifications that £64.99 will be automatically taken out of my account.

How do I get my money back?  And cancel this subscription that I don't even want?
Btw, please don't direct me to those chat links as my computer doesn't allow them to run.  I'd like a working telephone number that I can actually get through on.
Thanks
2

 

Hi ,

 

It might be because of the Norton is registered under different email address. If you wish to continue with Norton program, I really appreciate the same. Still if you need the refund, you can contact Norton Support . The toll free number to contact Norton Support is - 1800-745-6061

3

It definitely isn't registered under a different email address.

 

Is that number a UK phone number? 

4

Hi ,

 

I do really apologize if the Norton is registered under the exact email address and you don't received the same.

 

In this case, please contact the Norton Chat support so that you will get refund easily.

 

The link to get into Norton Chat Support is - www.norton.com/chat

5

I can't use the Chat facility as it doesn't run on my PC, as I explained in my first post.

 

I need another option, like a UK telephone number or complaints address that I can write to.

 

Thank you.

6

 

 

Not a problem. You can contact Norton Support via Phone.

 

The number to get Norton Support : UK is - +44 20 7616 5600  . 

7

That's a UK number, but sadly not a UK call centre.  I got straight through to India.  Very poor service indeed.  They kept taking my email address down incorrectly even though I spelt it for them.  When they'd read back my email address they'd spelt it completely wrong.  I got the impression they were doing it on purpose in the end.

 

I'd like a complaints address please.  The call centre said there is no address to write to.  I find that very hard to believe.

8

glitterfish:

 

One assumes that you would like to get this cleared up as quickly as possible.  If you go into your www.mynortonaccount.com>profile>billing information, you will find that you can change your billing information to remove the possibility that this will occur again.

 

Norton software begins popups advising that your product is expiring approximately a month before that happens, so you may have disregarded the information, but you would have been notified that expiration was imminent.  As users, we do not get a personal email telling us that our product is expiring and asking us what to do.

 

When you purchase the product online, or renew online, the information regarding automatic renewal is available for all to read.  Fine print is important.

 

Norton product support goes through the India Call Centre.  That is, perhaps unfortunately, a fact of life.  They are also very good at what they do, and despite some difficulties with different accents, yours as well as theirs, with a bit of patience they will get the job done.

 

As far as addresses are concerned, a Google search provides this info, but you will find yourself back where you started.

 

For local information in the United Kingdom & Ireland on this website:

IMPORTANT: Please note that Technical Support & Customer Service are not available via the addresses or contact numbers provided below. For information on how to contact these departments, please return to the Support section on this website.

 

Symantec (UK) Limited,
350 Brook Drive
Green Park
Reading
United Kingdom
RG2 6UH
Registered in England and Wales No. 02575013,
Registered Office: 350 Brook Drive, Green Park, Reading, Berkshire, RG2 6UH;

Tel.: +44 (0)870 243 1080
Fax: +44 (0) 870 243 1081



Perhaps it would be easier if you allowed us to help you get your CHAT functioning, as you will need it in the future.

9

Thank you for the address.   And from what I've researched on the web this evening, I am not the only to fall victim to this scam.  I've been a Norton customer for years, and this has never happened before, and I always check e-mails and notifications sent from all companies I do business with.  And if it is stated in the small print, is it really wise to hide the fact that when you purchase a one years subscription, that what you are actually purchasing a an annual renewal?  Seems rather sneaky and dishonest to me.

 

I had already planned to not renew my subscription a few weeks ago, as Norton is a fairly poor product which slows my PC and has already failed to protect me from a virus in the past.  There are much better and cheaper products out there on the market. Also, maybe a few spot checks on how calls are handled in the call centres wouldn't go a miss so that customer support can be improved in the future, there is always room for improvement :).  So, thank you but there is no need to help me sort out the Chat facility here as I won't be a customer for much longer.  A company who can sneakily renew and charge me for services 17 days before my current subscription is actually up without even an email (like it states you should receive on the website) and then make it impossible to contact them isn't really a business I want to share my custom with.

10

Also here is what they publish on the website regarding emails you should receive for this so called subscription renewal:

 

 

"How will I know the price and when I am being billed for my subscription renewal?

 

  1. Symantec sends an email to the email address that is provided in your Norton Account before you are billed (between 45 days and 30 days before your product subscription expires). The email contains the product, the price, and approximate tax that is billed on the date indicated. The email also includes how to cancel the renewal."  

     

    It's written on the Norton Automatic Renewal FAQ page.

     

    You mentioned that as users we do not get email regarding product is expiry, but there it is in black and white from the site.

     

    I did not receive one of these emails, if I had I would have cancelled the renewal like it states.

11

Did you check your spam folder perhaps, or use the anti-spam of your ISP? 

 

While it may not be entirely your fault, you do need to shoulder a bit of responsibility as a user.  I personally think that "sneaky" and "dishonest" is way over the top.

 

Symantec has customers in the millions which is why they went to automatic renewal of subscriptions.  Be that as it may, if you want a refund, you will need to proceed through the recommended venues, as it is quite clear that customer service does not occur at that address given.

12

The following links are still current online:-

 

http://service1.symantec.com/SUPPORT/custserv.nsf/0/7978be9e039e62996525726000741dfb?OpenDocument&seg=ag&lg=en&ct=uk

 

https://lcwer.symantec.com/OngoingProtectionCancel/cancel.aspx

 

Maybe, this is the way to go, to solicit a positive response.

 

Be safe out there ! AK

13

Thankfully someone at Norton has now processed the refund for me and explained the reason I did not receive the e-mail. Reason being: "I am sorry to know that you have not been sent the Auto Renewal pre-billing email.  This was due to a temporary problem with the Auto Renewal server. I sincerely apologize for the inconvenience caused to you."

 

Phew, what a huge weight off my mind!  Going through the route of e-mail rather than CHAT or the phone worked out to be the best solution and I'd like to thank the Technical Support team for such a quick and efficient response.  Goes to show that there are staff at Norton who know what they're doing!

 

Many thanks :)

 

14

gf,

 

Glad to know you got it sorted out and got the reason too.

 

Normally CHAT is quicker and faster than email or phone so it's good to know you got the usual good service by that route too.

15
JohnOzuk wrote:

I have a BestBuy branded copy of antivirus.  Can I purchase my renewal from the Norton's sight or do I have to buy it from BestBuy?  When I click renew it sends me to BestBuy.

Hi,
As long as you are running the best buy version your renewals will have to come from best buy. That's the agreement that Symantec/Norton has with Best Buy. If you want to change that you will have to start with a fresh copy of your product that is not best buy branded. Then you can renew in any legal manner you choose.

Keep us posted

16

John,

 

You alaready asked this in:

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/Upgrading-Norton-AntiVirus/m-p/1004543#M242856 

 

and received several answers there but never came back and answered any of the questions there.

 

Are you not receiving emails with links to replies to your messages? Check your Spam/Junk folders and filters and set them to allow these messages..

 

As before: you can also buy from other reputable sources like Amazon on the internet and save against the direct from Norton prices but you still have to install it in place of your Best Buy version.

 

PS I don't know why that earlier thread begins with message number 4 ....