I paid to renew Norton services (Norton 360 Deluxe) for a year back in August 2023. Norton failed to deliver the service and I received no email confirmation but the money already left my account and was received by Norton.
Till date, I have contacted Norton support 5 times!! But they can't even initiate a simple refund or use that money to actually give me the annual service that is promised.
1st contact: They said the order was on hold at Norton's end and that the money would be refunded to me automatically within 48 hours.
2nd contact (after more than 48 hours): They said to check with the bank (REALLY?!). After probing further, they confirmed that the refund will come in in 5 business days.
3rd contact (after more than a week): Customer support again said to wait 48 hours without even checking when the payment was made. Same suggestion, to wait.
4th contact: They said something along the lines that refund was stuck, etc. and that it will be in my account within 10 business days.
5th contact (after more than a month since I paid): They said the matter will be escalated and someone from Norton will call me. They asked for my private banking statement. I rightly refused saying that is private. If they want to see any statement, they can access their own records and clearly see that no refund has been initiated.
No one from Norton has called me up yet, I haven't received my refund and there seems to be no solution in sight for this. Norton still has my money and are just refusing to give it back. Customer support either doesn't know anything or refuses to clarify exactly where the money is and if a refund has been initiated.
I have been following up on this for almost 44 days and this is absolutely pathetic customer service. I need a solution asap!!