I attempted to renew my subscription for Norton™ 360 Premium on November 18 with a 2-year plan, but the renewal did not apply to my account.
When I contacted chat support, I was told that the payment had not been processed correctly and that the transaction was canceled, so I should wait 24 hours.
However, even after 24 hours, I received no confirmation of any cancellation.
When I contacted support again, I was told that my case had been escalated to the senior team and that I would receive a response within 2–3 days.
I never received any response.
So I contacted support once more, and this time I was told it would take 5–7 business days.
Even after that time passed, I was told again that I now need to wait 10–15 business days.
Meanwhile, my bank confirmed that there is no record of any cancellation or refund.
I also explained clearly that English is difficult for me and that I am using GPT to translate during the chat, which may slow down my responses. Despite this, two different support agents forcibly ended the chat session, even though I did not choose to close it.
This behavior was extremely unprofessional and made the situation even more frustrating.
How should I proceed when my issue has not been resolved at all, my refund is still pending, and my support experience has been so disappointing?
We’ll try to call attention.
Were you actually charged for the renewal that did not apply to your account? Norton advised the transaction was canceled. Norton advised the payment was not processed correctly. Are you expecting a refund for a canceled transaction? Where do you see refund pending? With your bank/credit card account? Were you in fact charged?
As I explained, I already provided the payment details from November 18 to the Norton chat support agents.
And as mentioned in my post, I confirmed with my bank as well. They informed me that the payment on November 18 was successfully processed, but it appears that the merchant did not complete the settlement.
I contacted Norton multiple times due to the inconsistent information I kept receiving, but as written in the post, I was eventually told to wait an additional 10–15 days.
On top of that, two support agents ended the chat session on their own after not responding for over a minute, even though I clearly explained that I rely on GPT for translation because my English is not good.
Broken promises and poor support have left me feeling extremely disappointed and frustrated.
Oh okay…your bank advised you that the payment was successfully processed…meaning, you do see a charge/debit against your bank/credit card account? I’m trying to understand.
Maybe, the processed payment was reversed by the merchant.
Where do you see refund pending? With your bank/credit card account?
Do you see a debit event recorded and you’re wanting to see a related credit event recorded?
I did proceed with the 2-year renewal payment, but even though the payment went through, my Norton subscription did not update for 2 years. When I contacted Norton support at that time, they told me that the payment had not been processed correctly on their end and that they had canceled the transaction. They advised me to wait 24 hours for the refund.
As I mentioned multiple times, I clearly stated that the payment was completed on my side.
My bank also confirmed that the payment was successful but that the merchant had not completed the settlement.
Norton then told me that they had issued the refund but that something might have gone wrong, so they escalated the case to a higher team. However, the timelines kept changing — first 24 hours, then 2–3 days, then 5–7 days, and eventually I was told to wait 10–15 more days.
And as I mentioned earlier, I already provided the payment details to the Norton support agent.
Ahh…okay…the payment was completed on your side.
Norton issued a refund but that “something might have gone wrong”…and days later…no refund.
fwiw ~ I’ve heard…up to six weeks to receive a refund from Norton,
Yes, now I understand your situation.
Thank you!
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AI Mode
It can take up to six weeks to receive a refund from Norton, although the processing time depends on factors like your payment method and bank. While Norton may approve the refund in a few business days, the final credit to your account can take significantly longer.
Factors affecting refund time
Payment processor: Your bank or payment processor’s processing times are a major factor in how long it takes for the funds to appear in your account.
Payment method: Refunds via credit card can take longer than other methods. Some users have reported waiting up to six weeks, especially for card refunds.
Your bank: The time it takes for your bank to process the incoming transfer can vary.
How to expedite the process
Use the correct information: Ensure the account details you provide for a refund are correct, as incorrect information can cause delays and require you to reapply.
Be patient: Once approved, you will need to wait for your payment provider to complete the transaction.
What to do if you’re waiting for a refund Check your refund eligibility:
Make sure you are within the refund period for your specific subscription and that you’ve followed all the necessary steps, such as canceling auto-renewal.
Contact Norton Support:
If you have already requested a refund and are waiting longer than expected, contact Norton support directly for an update. You can find their contact information on the Norton website.
Review your bank statement:
Keep an eye on your bank or credit card statement for the refund. The time it takes for the funds to appear can vary depending on your financial institution.
Yes, that’s exactly correct.
Six weeks? They have never mentioned anything like that to me.
They have repeatedly told me that the timeline was being extended, yet the support I received was far from sufficient.
They said my case was forwarded to the senior team and that I would receive an email, but despite their promise, I didn’t receive any response even after 2–3 days, so I had to contact them again.
After that, they told me it would take 5–7 days, and now I’m being told it will take 10–15 days.
hey told me that the senior team would get back to me, but all they have done is keep extending the timeline.
Because of this, I’m gradually losing trust, and I’m now worried that I may not receive my refund…
Lv1 support likely has no idea what happened nor when.
Lv1 support is likely trying to appease you.
Lv1 support prompts escalation because that’s what Lv1 support does with repeated…same issue…inquiries.
The “something might have gone wrong” is likely Lv1 support trying to appease you…appease your repeated…same issue…inquiries.
Granted, you need an email confirmation that a refund was issued.
However, contrary to what they informed me, I have not received any email from them.
That is why I contacted support again through chat, yet I was told once more to wait an additional 10–15 days.
Thank you so much…! Your words really mean a lot to me.
Please understand that my English is not very good, so I’ve been communicating using GPT for translation.
I will continue to contact them multiple times as well if I still don’t receive any refund email or any response from the senior team.
Presumably, you’ve reviewed your email Spam folder.
Lv1 support likely does not know nor control what happens beyond their workstation.
btw ~ I’ve received follow up calls from “senior team” so far along that I’d forgotten why “senior team” is calling me. I have to ask…what is this follow up call in regard to. Support agents call & rattle off case ID numbers as if I have case numbers memorized…indexed…cataloged…at my fingertips.
I’d prefer (threaded) email support…where I have written record…what support said…what I said.
I’d prefer any support contact (chat/phone) generated and sent an email transcript.
Yes, that’s right. I checked my spam folder as well, but there was still nothing.
I just checked again a moment ago, and there were no emails at all…
I really like this antivirus, but… the more this happens, the more my trust fades…
Hello again @Hilzo
Just for my benefit.
Your attempt to renew an active Norton subscription here was via Norton direct?
OR
Your attempt to renew an active Norton subscription here was via a third-party merchant/vendor/partner/reseller?
Was the “confirmed payment” made to Norton direct or to a third-party merchant?
I’m curious how Norton Lv1 support sees a third-party event…unless the third-party merchant transaction was recorded with your Norton account?
Do you find the renew attempt event/transaction with your Norton subscription history?
I made the payment directly through Norton.
When the program notified me that a renewal was needed, I followed the popup message and also confirmed it through my profile, then completed the payment directly through Norton.
Oh okay…re-re-reading your opening post. I now realize that I mis-read your posts.
I had read “the renewal did not apply to my account” as the renewal was for the wrong plan. I had read “did not apply” as the renewal was not applicable to your plan.
Now, I’m reading “the renewal did not apply to my account” as the renew term did not extend your current term.
I had read “the merchant” as a third party vendor. In fact “the merchant” is Norton direct.
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Your direct Norton renewal event/transaction went wonky.
Your funds were taken.
You did not receive an extension to your Norton plan term.
You want a refund.
You want email confirmation that the refund was issued.
Yes, that’s correct.
Since my English isn’t very strong, I’ve been using GPT to help me, so it’s possible that some parts were translated incorrectly.
I’m sorry if my English made things confusing, but what you explained is exactly right.
I’m sorry…my read confused me…you/GPT explained okay. My read was not okay.
So, now you’re waiting for promised email confirmation/refund.
What are you doing about your Norton subscription renewal?
I’m at a loss to understand why Norton Lv1 support was not able to “fix” your renewal term…extend your current Norton plan term. Payment was successful.
In my second support session, I told the agent, “I want to extend my subscription period, but because the refund hasn’t been processed properly, it’s difficult for me to make another payment.”
The second agent kindly extended my subscription by 10 days for me.
However, Norton’s senior team still hasn’t sent me any email, and I haven’t received any proper update from them.
My bank has also confirmed that the refund has not been processed yet…
I’m at a loss for words.
I’m sorry.
In my mind.
Your issue is a simple fix.
What’s in Norton mind.
Is head scratch.
We’ll try to knock on Norton’s door again.
