Thank you, Tony, for the welcome.
I am desperate. I dealt with a Norton technician over an hour ago that re-routed me to RescueMe and then proceeded to open a file on my hard drive that contained over 100 of my passwords while in the process of updating my software. Some of the passwords are of a financial nature. I have been on hold now for over 1.5 hours after the incident and cannot find anyone at the US level in charge of fraud that I can reach. I keep getting re-routed to what appears to be members of a group from India for both customer service and virus issues for a resolution. The same group from which the technician appeared to be a member of. They seem to be having a problem even understanding my basic issue. I've literally been on hold with that group for most of the duration of the call!!!!!
I'm very frustrated and scared at this point. Accessing someone in charge customer security seems to be a maze that I am not able to negotiate. I want to know if there is any way to see what he did on my computer before he has access to all my accounts. Is there a way to escalate this issue to someone that can check his work and what he did?
Can you please help me by escalating this message to the appropriate Fraud Division upper-managers?
Thank you...
Can someone please direct me to how to escalate an internal fraud issue within Symantec? I've exhausted their first level customer support as well as virus customer support. I've been shoved into an endless loop on the phone. I've now been on hold with (possibly) India for over 2.5 hours. I've let the "hold" go while I update all my passwords. Any help will be gladly appreciated.
Thank you.
I see one of my colleagues has escalated your first message:
<< This topic was escalated to Email Message on 03-28-2014 by dickevans. >>
I don't think there is much more we can do here in this set of forums since they are designed to deal with technical problems but as you can see an email message has been sent to Norton.
For those who, like me, were puzzled by "Rescue Me" it is a part of the Norton Live Service ...... My first thought was that it was more likely to be a charged service by a non-Norton organisation which is something we do encounter.
I hope that your passwords were not misused but as advised by Norton in their terms of service it would be advisable to reset your passwords after any hands on intervention by a third party. Something that I would hate to have to do.
Hugh,
Thank you so much for replying. I assumed that I was in the wrong place to ask for help, but I had no other option given the veritably insurmountable phone queues for help with the Norton software and the sensitivity of the issue.
The whole process took place via the Norton.com website, and I have just hung up with a technical supervisor in India whom I can only assume works for the company. No guarantee that he is at all from Symantec, sub-contracted by Symantec, or that he will proceed by researching, reporting and escalating this issue. I do appreciate your response because if this tech did in fact access my file, it was done under the auspice of the Norton.com website and perpetrated on a long time client and true believer in Symantec products.
Under the assumption that someone in the fraud department will read this, I will say that I am so terribly surprised that something of this nature should require so much time and effort by the victim to get the issue noticed. It is clear that Symantec customers are pretty much on their own if anything out of the ordinary should happen. With the advent of mini-malware scripts that can exploit the most tightly coded software, you would think Symantec would have a crisis management avenue for such issues.
Thanks again, Hugh. And please thank your colleague, dickevans, as well. You two have afforded me the first tangible "feeling" of actual support I have received to this problem.
Have a good night...