HELP HELP
How can you get correction made for unauhthorised doubke charge of my credit card by Norto? The renewal of the trial version is unsuccessful and still I am charged. Who knows the mail address of Norton company? E-mails and on line assistance are no use.
Hi Annabella,
Usually the most efficient way to fix issues related to unwanted credit card charges for a Norton product is to contact the online chat support at this link (for US and Canada; free of charge):
I used the chat feature once to ask for a refund when I bought the wrong product, and there was no problem at all.
If you are in another country, please choose your region from this list:
https://us.norton.com/support/globalmaps/global_links.jsp?mod=cs
Please tell us how it goes - thanks :-)
Thanks for the answer, but I have been hanging on phone at leats one hour twice without result. Actually the whole problem was born becaus the on line assistance told me that my order has not gone through. Well, it was according my banker and twice. No the on line chat assistance cannot find my order. Of course not, it has been cancelled long ago.
Hi Annabella,
Welcome to the Norton Community.
Did you click on the "Start Chat" button from the link Yaso provided? You mentioned waiting on the phone for an hour. I think you will find the CHAT option the fastest.
What is the status of your Norton software? Is the trial expired or have you since gotten the subscription renewed successfully? Which Norton software do you have and the version? The version can be found from Support > About. Also what version of Windows and SP (service pack) do you have and is it 32 or 64 bit?
Is there any other security software installed on your computer besides your Norton software?
Best wishes.
Allen
Annabella wrote:Thanks for the answer, but I have been hanging on phone at leats one hour twice without result. Actually the whole problem was born becaus the on line assistance told me that my order has not gone through. Well, it was according my banker and twice. No the on line chat assistance cannot find my order. Of course not, it has been cancelled long ago.
Hello Allen
It looks like the O/P used the chat feature also to try and solve the problem. It sounds like the O/P had placed an order and was told that it hadn't gone thru, but was charged twice for the order. Apparently since the order didn't go thru, but was charged, the order had been cancelled by the poster. The problem seems to be that Norton can't find any order and therefore can't issue a refund or bank credit from what I can understand the problem to be.
Hello Annabella
Do you currently have the product installed now that is in question? Thanks.
Annabella,
The CHAT function that is being mentioned is via the keyboard of your comuter -- all the feedback we get from usrs say it is quick and painless. We've heard of long delays for phone and email replies so do please try the On line CHAT as below:
To contact customer support Click on this link and work on from there. You may have to scroll down a little to see the CHAT button.
You can choose CHAT or Email; email or phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.
Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.
Please let us know how you get on ....
floplot wrote:
Annabella wrote:Thanks for the answer, but I have been hanging on phone at leats one hour twice without result. Actually the whole problem was born becaus the on line assistance told me that my order has not gone through. Well, it was according my banker and twice. No the on line chat assistance cannot find my order. Of course not, it has been cancelled long ago.
Hello Allen
It looks like the O/P used the chat feature also to try and solve the problem. It sounds like the O/P had placed an order and was told that it hadn't gone thru, but was charged twice for the order. Apparently since the order didn't go thru, but was charged, the order had been cancelled by the poster. The problem seems to be that Norton can't find any order and therefore can't issue a refund or bank credit from what I can understand the problem to be.
Hello Annabella
Do you currently have the product installed now that is in question? Thanks.
Hi Floplot,
I wasn't 100% sure from the wording that the OP tried Chat so really just double checking to make sure. 
Allen
Thanks all. I have been chatting twice with the on line assistance. They cannot help me because they do not find my order any more. I do not have the product installed in my computer. I never had because after placing the order and getting the link it never worked. Only charging was succesful.
Hi Annabella,
Thansk very much for the update.
I know this does not help any, but this kind of thing is very unusual, in fact I don't think I can recall a piror situation in which a charge was successful without going through all the way where you get to download the software.
You mentioned earlier that your banker showed the charge going through twice. Is this correct? Was the second time due to a second attempt on your part to place the order and then it failed again but you still got charged? Or were there two charges based on a single attempt to place your order?
Have you received a statement or other evidence of the charge being placed on your credit card? I hope you understand that this question does not mean I don't believe you but rather that I anticipate Symantec asking for a statement or similar item so that they can take care of this for you.
I am going to alert Symantec staff through my own offline methods and ask them to check into this for you. It would help in the meantime if you can let us know if you have a statement or anything from your banker.
You also mentioned something about being canceled earlier. Does this mean the charge has been reversed by your bank already? Or is the charge still in place and you need to be refunded by Norton?
Just curious, if you have such a statement have you offered to show this to the online Norton Chat representative? If so, how did they respond to this?
Also of concern I am curious if you have some other security software installed so that you are protected in the meantime?
If you do not have any other security software installed I would recommend downloading Norton Antivirus (NAV) or Norton Internet Security (NIS) or Norton 360 from the following links as appropriate based on the software you attempted to purchase.
This will give you a 30 day trial so that you will have protection while we are waiting to get this sorted out for you. Note that these links are for the English version, please let us know if you need a different language.
Norton Antivirus: http://www.norton.com/nav11
Norton Internet Security: http://www.norton.com/nis11
Norton 360 (Standard with 2GB of online storage): http://www.norton.com/n360s_5
Norton 360 (Premier with 25GB of online storage: http://www.norton.com/n360p_5
If you do have some other security software installed please let us know before attempting to install Norton so that we can help you clean it up properly.
I will notify Symantec staff once I hear back from you.
We will do our best to help get this sorted out for you.
Best wishes.
Allen
Dear Allen,
thank you for your patience and interest. I do have the proof of charging my credit card. My banker is asking me to pay the charges 30 June. I do have two orders with different order numbers, because I could not get the first one working. Neither the second one. That is why I asked the on line chat assistance to cancel my orders and refund me. He said that there is not any orders that have gone through. I did not worry earlier about payements since I had not expected to have any charges.
I have installed an other anti virus and Internet security system. I will never ever use any Symantec Norton products, unfortunately you get contaminated with Symantec Norton every time you buy a new computer. Renewal has been a nightmare for me earlier. I should have learned my lesson.
I am going to pay my credit card charge, because being sued by Symantec Norton must be even worse than loosing money.
I paste the information on my credit card bill here
16.05.
30.06. 110516720601 NORTN ONLINESTORE-PAYG 15.68
USD
21.740
17.05.
30.06. 110517720600 NORTN ONLINESTORE-PAYG 15.62
USD
21.730
Hi Annabella,
Just so you know I do not work for Symantec. I am simply a long time customer with a lot of experience and I help out on the forums when I can.
Having said that I hope you will reconsider and decide to use Norton software. Norton has very top of the line security software and independant review after independant review rates Norton at or very near the top of the list.
I don't know what to say about the problem with your two order attempts, I can only say that something like you experienced is very rare and of course I have no idea of the circumstances surrounding what happened.
I am putting in a request to Symantec and I am sure they will look into this for you and get it resolved. Please stay tuned to this thread and wait for a response from a Symantec employee whose names will be identified in red.
Best wishes.
Allen
Hi Annabella,
Can you paste a website link to where you attempted to place your order? Are you certain it was Norton/Symantec and not a third party vendor? Apologies, I just need to ask to be sure.
The price you quoted being charged also does not sound like the price that Symantec charges for direct purchases.
Best wishes.
Allen
Hi Annabella,
I do not understand why your banker would be insisting that you pay the charges. One of the advantages of using a credit card is that if there is a problem with your purchase you can dispute the transaction with the card company. Certainly if Symantec has no record of the transactions but is still charging your account, you should inform the credit card company of the issue and ask them to investigate.
I wonder if it was a Credit Card or a Debit Card?
Certainly on my Credit Card from one bank -- I only noticed this the other day and have not checked the ones with different banks -- ther's even a (+) you can click on on the online statement which shows more information than the normal one liner and it has a link to Enter a Dispute ...
Hi Annabella,
I can help you with all of this. Sorry for the troubles you've had.
If you could please, let us know the website where you purchased this. Also, did you get any email confirmations? Check your web history to see the site where you purchased this.
We'll make sure you're squared away. 
Dear Tim,
the website is http://www.norton-security-store.com/shop-online.html. No e-mail responses, oly the order number and the promise for an e-mail confirmation.
Thank you
Annabella
Hello,
I can sympathize with Annabella...but as a user I am really grateful for the protection Norton offers. I have Norton 360 and would have had all sorts of problems with a couple of viruses etc that attacked my system on Thursday last. Seriously, rethink this as the protection offered far outweighs the security threats that might occur.
I was charged for a renewal about 30 days early and sent off an e-mail and likewise did not hear anything back. I think it has something to do with the auto-renew feature. Wondering if next time it will renew another 30 days early?
lilaclass a.k.a. Newbie!
Although Norton's Safe Web says that site is safe and in the USA, It is nevertheless NOT a Norotn/Symanatec Website -- see the mouse pointer. WhoIs indicares it is Canadian based.
It does say it is a Symantec Registered Partner.
I'm sure Tim will follow lthis up to check that it actually is an authorized partner and if so why you are still lup in the air ....
that website looks way dodgy.
Annabella wrote:Dear Tim,
the website is http://www.norton-security-store.com/shop-online.html. No e-mail responses, oly the order number and the promise for an e-mail confirmation.
Thank you
Annabella
Hi Annabella,
As mentioned this is not a Symantec / Norton website. Have you since gone back to this website to see about a refund?
Best wishes.
Allen
