Norton have charged me £39.99 - I have all the evidence and transaction numbers, yet I am being told it is untrue. The level of understanding from your non English customer service is laughable. Where is my money?

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Norton have charged me £39.99 - I have all the evidence and transaction numbers, yet I am being told it is untrue. The level of understanding from your non English customer service is laughable. Where is my money? This is money from my ill health benefit to feed my children. I have made 7 calls to you. Totalling over 3 hours and I am being lied to. An appalling company, the worst I have dealt with. This was over a week ago, I was told I would have my money back in a couple of hours as it was not collected. My bank have provided auth codes and references, all of which have been rubbished by your staff. This was 6 days ago and still nothing. Disgraceful

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lotti:

I am encouraging anyone having problems with cancelling a subscription to do as much as they can from their end .ie cancel automatic renewals and going into their account ,then manage subscriptions and then delete etc. Finally i am happy to say through live chat on the site when logged in, i had success with my requests of deleting 3 of my 4 subscriptions and receiving the refund accordingly. If you are within the 60 days there shouldn't be a problem. I will continue to use Norton 360.

https://community.norton.com/en/forums/cancellations-and-refunds-subscriptions 

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Tom3:
Norton have charged me £39.99 

Hello @Tom3
Please help me understand what occurred.  

Do you run Norton 360/Security?
Do you have a Norton active subscription?

Was the £39.99 charge by Norton direct for your Norton subscription?

Norton advised...you would have your money back in a couple of hours, as it was not collected. 
I'm not understanding...it was not collected...what you get back? 

 Tom3:
I have all the relevant information to PROVE this money has been taken. The bank also agree there is no dispute.

Please help me understand what occurred.  
Was the money taken by a bank credit/debit card transaction?...by PayPal transaction?

Who took money? 
Who authorized the charge? 
How does Norton have your payment details. 
Are you enrolled with Norton recurring subscription service?

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Have you tried refund request online?
Cancellation & Refund Request online 
https://support.norton.com/sp/en/us/home/current/autorenew

Norton Cancellation and Refund Policy
https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023 18-Jan-2024

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Filthy company - I wish nothing but pain on you all. Equivalent to that you have inflicted on my family for the last week.
Terminal illness on all of you I wish

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Another day - still no refund.
Norton are Scum
Norton are thieves
Norton run underpaid, under qualified call centres based in the subcontinent to save themselves money while stealing from others

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Had you tried request online?

Cancellation & Refund Request online 
https://support.norton.com/sp/en/us/home/current/autorenew

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Thank you for the reply. But with the greatest of respect, if they had any intention of doing something - it could have been done in one of the multiple calls with the completely incompetent customer service staff, each of whom gave entirely contradictory information.
Why should it take this - plus the emailed bank statements and hours on the phone to get this sorted.
It is utterly ridiculous.

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Norton Community does not have access to your Norton account, subscription nor payment details. 

We've requested attention to your concern/issue.

Regards w Respect

 

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To be honest it just shows the companies true character as I have all the relevant evidence. I have reported it to the financial ombudsman and made a couple of official complaints to various establishments related to this. It’s just annoying that I have to wait 15 days to activate the inevitable chargeback. Pathetic that they cannot admit they have done wrong and sort it out before that. Shame on them.

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We'll try to raise attention to your concern/issue.

Please review: How To - Contact Norton Official Support

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That is the reference they used to charge my bank. That is all I know. It’s a joke. They pass you through to people who have no idea what is being discussed.
They repeat themselves even though I explain that I have all the relevant information to PROVE this money has been taken. The bank also agree there is no dispute. I have provided screenshots all references and they still say they don’t have it.
Utter scum company. Give me my £39.99 back you vile humans. The whole company needs retraining as I’ve been told different information on every call and I am at the end of my tether.

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Hello @Tom3
Welcome to Norton Community

fwiw ~ your posted AP number has 8 digits.  My understanding is that Norton AP number has 10 digits. 

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 Tom3:
An appalling company, the worst I have dealt with. 

We'll try to raise attention to your concern/issue.

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Norton Cancellation and Refund Policy
https://support.norton.com/sp/en/us/home/current/solutions/kb20100113164023 18-Jan-2024

Do you want to stop/cancel recurring subscription service & delete billing information?
Please review: https://community.norton.com/en/comment/8552190#comment-8552190

Do you want to request a refund?  Are you within 60 days of the purchase/renewal date? 
Please review: https://community.norton.com/en/comment/8552191#comment-8552191

Please review: How To - Contact Norton Official Support