I have cancelled my online renewal subscription service. My current version of Norton 2008 does not expire until February 2009.
I have tried to remove my credit card details from the Norton MyAccount site but it will not allow me to.
Symantec is legally no longer entitled to this information as I owe them nothing.
How do I remove this information and if there is no way I can do it myself, who do I e-mail to make this request?
Your Norton account is just a database of your subscriptions, product keys, and payment info. for your conveinence. Symantec will keep all your information safeguarded. Since you have 08, you will want to upgrade to 09. You do not have to use the online renewal subscription service; just download 09 and install.
You might try editing your credit card info by replacing it with incorrect numbers. I understand your concern.
Some while back there has been a thread touching on this but I can't track it down. A Norton Staffer did say how to make sure about this and I think he suggested contacting Customer Support. Someone else also suggested notifying your credit card company not to accept that debit but accepting such an instruction from you may depend on whether you instructed your cc company to pay or authorized Symantec to debit -- if the latter then I think only they can cancel it.
Check here for more information after the weekend .
I am not certain, but I think the poster is not as concerned about Norton wrongly billing him as he is about someone getting into his account and having access to his credit card info. There is no reason to have such data saved if it is no longer necessary.
Could be, but I suspect the answer will be the same -- Norton will have to do it ..... I've flagged it for a Symantec Staffer to look at.
Thanks for the thought.
mijcar wrote:
You might try editing your credit card info by replacing it with incorrect numbers. I understand your concern.
Already thought of that - somehow it knows that it isn't correct :(
mijcar wrote:
I am not certain, but I think the poster is not as concerned about Norton wrongly billing him as he is about someone getting into his account and having access to his credit card info. There is no reason to have such data saved if it is no longer necessary.
Actually, I am more concerned regarding Symantic incorrectly using my credit card to renew a subscription I no longer want - I read about this on another website.
As Symantic do not send you a confirmation e-mail indicating they have received your cancelled subscription form there is no way of knowing whether they have received it or not.
By the way, beware if you ever have to do this. The information is hidden and I actually had to Google it to find out what was required in order to cancel.
You have to download a form which requires you to enter your original invoice number (for me it was 4 years ago), as well as the product code, as well as the activation key. I had to follow 4-5 different links to get to this information. In order to get that information I had to enter not my current e-mail address (which I took great pains to change on all relevant websites, including Norton MyAccount) but to enter the original e-mail account I had when I first joined (again 4 years ago). The last link only takes you to a home page and then it is up to you to find the correct tab - the whole process took about an hour of going back and forth.
They should have three clearly placed buttons on the Norton MyAccount page:
1. To cancel your online subscription.
2. To cancel your account.
3. Contact Us (which should have either an e-mail or a number).
I could not even locate a non-menu driven"Contact Us" section on either the Symantic or Norton MyAccount websites - what the ...? You have to choose their links which don't apply to this situation - you should have a look just for your own benefit if you haven't done this already - and round and round in circles you go.
This smacks of subterfuge to keep you captive and surely contravenes trade practices.
I am a member of an IT website which has over 2 million members and I will make the above issues known if this isn't resolved in the next few days and in addition I will contact the appropriate authorities regarding this issue.
Sorry about the rant but I am really angry about this.
I have already asked a Symantec Staffer to step in with guidance on this and now the weekend is over there will be more of them about.
As I said earlier my recollection is that all you have to do to be doubly certain is to call Symantec Customer Support -- and I also mentioned contacting the bank/CC company which is a prudent step regardless what supplier is involved. I've had problems with AAA and others before now so it's not just Symantec.
Hi unwired,
I might have missed it in this thread, but i haven't seen where you've contacted our free Customer Support:
http://www.symantec.com/norton/support/selectproduct_ts.jsp
Let them know the situation and they can get this resolved for you. I apologize if you've already tried this route and were unsuccessful. If that is the case, please send me an email (listed in my Profile) with your norton account username. Thanks!
Tony_Weiss wrote:Hi unwired,
I might have missed it in this thread, but i haven't seen where you've contacted our free Customer Support:
http://www.symantec.com/norton/support/selectproduct_ts.jsp
Let them know the situation and they can get this resolved for you. I apologize if you've already tried this route and were unsuccessful. If that is the case, please send me an email (listed in my Profile) with your norton account username. Thanks!
Hi Tony,
Thanks for your response. Yes I had gone to that link entitled Technical Issues but the links (I believe) are inappropriate. It only gives the option to choose a Norton Product, not the Norton MyAccount which is where the issue really is however, in frustration, I have accepted defeat and have chosen the Norton Product. It is only then that you are given a contact email/chat option.
In order to chat you have to download software. As I shall not be using a Symantic or Norton product ever again I felt this was not necessary.
There is another option to call but this costs $$$$.
There was, however, an e-mail option. Again the choices were inappropriate as I do not have a technical problem with Norton, just MyAccount but I pressed on regardless and have now lodged an e-mail which thankfully has sent a confirmatory e-mail to me (why can't the cancellation form generate this also?).
Thank you Tony for offering your e-mail. I will try the generic route first before I trouble you further.
For anyone interested in the e-mail option, here it the link (make sure you add it to your favourites in case you ever need it - will save you hours of searching).
https://live-symantec.custhelp.com/cgi-bin/live_symantec.cfg/php/enduser/support.php
For everyone else who has contributed their help to this thread I thank you and will keep you posted as to the end result.
unwired,
Thanks for your patience on this. I'm glad to see Tony Weiss come in on this.
Your link for email:
https://live-symantec.custhelp.com/cgi-bin/live_symantec.cfg/php/enduser/support.php
came up with a blank page for me. But from a different starting point I worked through and got to this:
https://live-symantec.custhelp.com/cgi-bin/live_symantec.cfg/php/enduser/Customerservice.php
which does provide a form of email and it makes sense if you select Norton Product Subscriptions as the topic since it gives a link to synchronizing but allows for the fact that either that did not work or you need is different ....
It's a shame webdesigners never have to use their own websites to find information they do not already know! (Not exclusively directed at present company <g>)
Do please let us know how it all ends up and if necessary I know Tony works wonders when needed.
I can understand your frustration with automatic renewals -- you are not alone on that -- and I hope you will give NIS 2009 a trial (you can download a 30 day trial and in any case you are entitled to a free update for the balance of your NIS 2008 subscription -- NIS 2009 really is streets better in performance.
huwyngr wrote:unwired,
I can understand your frustration with automatic renewals -- you are not alone on that -- and I hope you will give NIS 2009 a trial (you can download a 30 day trial and in any case you are entitled to a free update for the balance of your NIS 2008 subscription -- NIS 2009 really is streets better in performance.
Thank you hunwyngr - sorry that link didn't work (not sure why).
Whilst I am not a web designer and do not wish to tell them how to do their job, in my role as a manager of a medical practice from time to time I am required to write "cheat sheets" for new procedures or new computer software. I always test it out on the staff member with the least amount of experience or computer technology to see how they go with the instructions and then amend it accordingly - perhaps they should do the same.
Norton 2008 did nothing but cause constant shutdown errors for me (and if you google it for many others as well). My system was also slow and laboured so I am not keen to continue using Norton.
I have downloaded a 30 day trial of Eset's NOD32 which so far has no shutdown errors and is much faster. This particular antivirus program comes well recommended by high-end users and moderators at www.computerhaven.com.
Thanks for your help and I will post any reply I receive from Symantec.
I always like to have an "idiot boy" around to give a set of instructions to -- if only to see what happened if he followed them literally and did not interpret them to what they should have said <g>
I still hope you will compare NIS2009 with alternatives. NOD is well thought of by many but every application has pluses and minuses and NIS 2009 is so different from the ground up to the 2008s and earliers that it should not be blamed for the faults of those earlier versions. NIS2009 is also being highly spoken of in the technical circles.
That Symantec recognized them, accepted the criticisms and restarted from scratch is for me a shining example that I wish would be echoed by others who shall be nameless ....
I was along time user of NOD32 but after recent reviews and poor rating over at AV Comparivites I dumped it. NOD32 was good but quickly gone down hill. Just watch this review.
Just an update - I have been contacted by Symantec and they have followed my request to remove my credit card details - YAY!!!!
As for NIS 2009 - I will keep and open mind and my ears to the forums to see how it performs .... you never know, but I will not be paying online again. Lesson learnt.
Thanks everyone.
Thanks for the feedback. Delighted it is sorted out by our local Wizard <g>
NIS 2009 is worth sticking with .....