I had a problem installing Norton AntiTrack and logged into my account on the Norton website. “Pearl Chatbot, Expert’s Assistant” asked the right questions and then replied “OK, got it. Here’s a secure form to fill in your details and pay a one-time join fee of $5 (fully refundable). While you’re filling this out, I’ll tell the Software Technician about your situation and then connect you two.” The response box then closed and the “secure form” opened. I had questions (e.g., why charge for a problem with software installation; when is the fee fully refundable, etc.) but the only choice was to fill in the form. I was surprised to see that the form connected me to an outside vendor (Just Answer) and refused their request to take over my machine to solve the problem (a request to which I would have agreed if I was talking to Norton), and I asked for a refund. I was billed $55. Note: If you google “Norton support,” the first hit (sponsored) you get is Just Answer.
I finally contacted a live Norton person (at least I think I did) who transferred me to their fraud department (I hope) who gave me the number of the “restoration team” who do not work on the weekends.