I’m based in Croatia, no local online store, so I had chat with Norton and was advised to buy from global or any local European store and that license will work. In November 2024 I’ve purchased Norton Premium for 2 years in online Polish store - it’s European and had great offer for 2 years (global store didn’t have any 2 yrs plan). Everything was fine.
Beginning of 2025 my Parental Control app lost location feature for my kids. I didn’t understand at first, but then I reminded myself that some features are region dependent. I checked - it was supposed to work in Croatia, but for completely unknown reason, country on my account was changed to… Poland. It was ridiculous - I had full Croatian address, but country was Poland. Btw, location does not in Poland because different privacy laws.
I got in touch with Support - plenty of chats and emails, no single solution for almost a year. Reported issue in June 2026, first serious response came in May 2026.
For the whole period I was without location in PC and without 2fa because Support demanded from me to turn it off so they could …fix my account.
In May 2026 some nice lady finally fixed it, country was changed to Croatia, but then… the whole service went down, no protection.
I checked the portal - subscription was cancelled. I also have information that money was refunded - of course this did not happen.
After urging to turn it on I got info that they had some technical issues and once fixed I’ll receive 6 months extra for free. Very nice, indeed, but I am without protection, everything is down. Allegedly the case was escalated.
After that I sent few emails without single response from Norton. I got on chat and again I received confirmation it was escalated and they could do nothing at that time.
I gave up, I want a refund, but I cannot claim the refund because portal says I was refunded. Subscription was cancelled and I was refunded… my…
I’m so tired of this. I paid 2 years up front, the most expensive solution I could get. One year without quite important feature (ok, not the core app, but it was the most important PC feature for me), and now over 4 months without protection. I don’t care about the solution anymore. I want a refund because of principles. Because service was not delivered, because nobody can reach out and say “we have no solution for you, sorry” or “back off”, “we do not care” or whatever. They’ve taken my money, didn’t deliver, and now avoid contact. C’mon…
Sorry for the essay, but I’m sure you understand my frustration. Any advice on what to do, whom to contact? Should I send pigeon or what?
Were you exchanging emails with support?
When was your case escalated and when did support make a “note on your request”?
May be best to contact Norton support via Chat or Phone.
We’ll try to call attention: No promises. No timeline.
I didn’t store the chat, but I see in emails the last time I was logging in was on August 24th. And I’m positive I talked on chat end of August so this should be it.
I’ll get in touch with Support over chat once again.
Sorry for late response. I wish to have any update, but I don’t. I’ve sent another email and it’s almost 2 weeks without any reply. I don’t know what to do, I’m hitting the wall.
Sorry to say, but official links do not change anything. Norton Support moved conversation regarding my ticket to email themselves (I have several emails from Norton Support). They’ve been responding to my emails in the past, commenting my messages, so they do receive them. Chat is only saying the matter is escalated. I can buy a plane ticked and go …I’ve no idea where. Have no hotline for my country and not much willing to pay for international calls, just to wait for hours to get connected to human being. Call will cost me more than competiror’s product for the next 5 years.