Refund (illegal?) annual renewal

[usuario23]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Refund (illegal?) annual renewal

Detailed description:

Dear Sirs,

[The following message has been translated with Google Translator. I apologize in advance]

I wish to exercise my right to cancel the annual renewal and receive a refund of the payment.

I fail to understand how Norton was able to bill for such renewal when the card to which the Norton account was (and still is) associated is expired. I consider this a very serious matter and I will also contact my bank to clarify the issue. I immediately proceed to return the receipt.

Receive a cordial greeting

Product & version number: Norton 360 Deluxe

OS details: Windows 11 Home (23H2)

What is the error message you are seeing?

If you have any supporting screenshots, please add them:

[bjm]

@usuario23

I fail to understand how Norton was able to bill for such renewal when the card to which the Norton account was (and still is) associated is expired.

Hello @usuario23

Bank card providers have added a feature where they will automatically update your card’s expiry dates or card information if you get a new card. This is given to companies you have used the card in the past, and especially for recurring subscriptions so that you will not suffer any lapse in service if you forget to update for a given service provider.

Here is one example of how this works from Mastercard. Mastercard Developers

If you want to ensure you do not get charged by ‘accident’, be sure you remove your payment information from any online accounts you no longer wish to use.
(credit: peterweb)

A card account updater (CAU) is a service offered by credit card companies and payment gateways to help businesses maintain up-to-date credit and debit card information. When a customer’s payment information changes because of a card’s expiring or being replaced, the CAU automatically updates the card details in the business’s system. CAUs help reduce payment disruptions because of outdated card information and are helpful for businesses that operate with recurring payments or subscriptions.

What is a card account updater (CAU)?

Visa Account Updater (VAU) enables a secure electronic exchange of account information updates between participating Visa card issuers and acquirers for credential-on-file merchants, which enables a more seamless payment process.

When participating issuers re-issue cards, they submit the new account number and expiration date to VAU. Issuers also provide whether an account is closed or a card holder has opt-out out. Participating merchants through their acquirers send inquiries on their credentials-on-file to VAU and are provided with updated card information, if available. This helps participating issuers retain cardholders by maintaining continuity of their payment relationships with participating merchants.

Visa Account Updater (VAU)

What is an account updater?
An account updater service helps your business automatically update and maintain the latest, most accurate credit and debit card details for your customers.
This is particularly important if your business relies on recurring payments; on charging customers every month, or year, for an ongoing membership or subscription.
A recurring payment is a type of card-on-file transaction. This is when you store your customers’ credit or debit card information ‘on file’ – enabling a quicker, simpler payment experience for the returning customer every time they make a purchase from your business. In industry parlance, these are known as merchant-initiated transactions (payments ‘pulled’ by you, rather than ‘pushed’ by the customer), and they’re generally seen as low-risk, highly convenient ways for you to take recurring payments from your customers.

The only catch? That, as we’ve mentioned, customers’ card details change. This could be for several reasons, including:

• A lost, stolen, or damaged card that had to be replaced
• Card expiry, or changes to its expiration date
• Account changes or closure
• At the cardholder’s request (they may have suspected fraudulent activity, changed their name due to marriage or divorce, or simply requested a different card design)
• The issuer updating the card’s security features

When card details change (and aren’t updated by the customers themselves), their payments bounce. This payment delinquency leads to subscription interruptions, customer frustration, and – if the stalled payment isn’t dealt with – churn.

By automating the process of updating this payment information, a credit card updater service helps your business avoid these negative repercussions – and their impact on your bottom line.

checkout.com/blog/credit-card-account-updater

[bjm]

@usuario23

I wish to exercise my right to cancel the annual renewal and receive a refund of the payment.

Hello @usuario23

Cancellation and Refund Policy [here]

Cancellation & Refund Request [here]

Stop your Norton subscription from automatically renewing [here]
Note: ~30+ days from term expiry - users report not able to change subscription status

FAQ: Norton subscription and renewal [here]

Contact Norton Support
Top reasons customers contact support [here]

Norton support via Social Support | Chat | Phone
Please review: Contact Norton Support [here]

Please confirm you’re allowing Norton pages content in order to provide the best experience possible. [here]

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

Norton Community urges users that do not want automatic renewal to cancel recurring subscription service and also remove their payment profile.

How to Use Norton Live Online Chat 2024 [here]

How to Cancel Norton Subscription & Get Full Refund 2024 [here]

[Peecee]

I keep getting reminders that my card has expired and Norton want me to update my billing details. I know my card has expired and the bank account it’s linked with is closed. I have a new account and a new card, but when I try to update these on the Norton website, the process fails and the system still shows my old billing details. It’s on a sort of loop, because if I click the button to update my details, it fails again. Meanwhile, I get those reminder emails. There must be some way off the loop, and the Support pages are no help as they don’t supply an answer. I guess what’s needed is for an actual human being to step up to the plate and tell me what’s going wrong.

[peterweb]

When accessing your Norton Account online, be sure you have disabled any VPN and ad blocker browser extensions.