Help... I recently realized my CC was being charged for Norton service since 2010. I do not remember setting up an auto renewal nor receiving email reminders (unless they went to Junk folder). I have not downloaded or used Norton beyond the 1st year of subscription. End of the day, I have been charged subscription fee without my knowledge for several years for services I have not used.
Even worse (spooky actually), changes in my Credit Card account (CC #, CVV code, expiration date) have somehow been acquired and updated by Norton without my knowledge.
I cancelled the auto renewal and subscription now but I was told I will NOT receive any refund. Norton customer service indicated there were email notifications (I could only locate one from 2015 in my junk email) and pointed me to some fine print about CC updates.
A google search quickly revealed there were several such complaints and apparently some class action lawsuits.
I would like to know if anyone in this forum had such experience and advise on how to get a refund in my situation given my outreach to customer service has not helped.
The renewal price generally does not change. The retail prices for a new purchase are often on sale. So as in any other purchase it is buyer be ware.
The renewal option is convenient in that the user does not have to remember expiry dates and their protection will continue uninterrupted. Some users prefer this convenience, regardless of cost.
The auto renewal is easy enough to cancel now that I am aware. My issue is they tried to charge me $79 for a year of security starter and when I looked on the site I can get the same exact product for $39. Makes no sense to charge an existing customer more. Why do they do it this way?
Thank you for the advise... I will try speaking to a customer loyalty rep but I'm not optimistic based on what I read on various forums.
I'm not sure there even is such a person/dept at Norton so I'd definitely follow the suggestion by floplot and go to that official CHAT link. If as suggested earlier you are not aggressive, as it is so easy to be, and agree you were careless about the CC statements even if you have to ask to escalate it's worth trying.
Thank you for the advise... I will try speaking to a customer loyalty rep but I'm not optimistic based on what I read on various forums. I hope to hear from someone on this forum if they have had a similar situation and if they were able to make their case and get a refund. Very helpful response - thanks.
Thanks for the response. After going paperless, I hadn't taken close look at every transaction in the online statements closely - just kept spot checking. Moreover, I don't usually set up auto renewal. Nevertheless, with this episode, I have started scrutinizing transactions regularly. Thanks again.
Wow - that's a long time to be ripped off. Norton did send an email reminder this year and I was able to turn off autorenew before being charged. But the previous year I did not receive a warning email but was able to get a refund for that year. (We do keep a close watch on CC statements.) I think you should be able to get at least one year refund if you are persistent.
The Norton Marketing and Accounting VPs should be sent to the lowest levels of hell for their renewal policies - all of which are designed to take advantage of repeat customers and rip them off. Why any company would so blatantly screw their loyal customers is beyond me. I believe in capitalism, but the greed of corporate bigwigs and the maltreatment of employees and customers has gone far too far.
I suggest you call and ask to speak to a customer loyalty representative. Yes you will have to wait on hold for a long time. Yes you will be passed around and have to argue a lot; after all they are trying to get you to give up. But the more we all fight for refunds and rise up against this kind of corporate piracy perhaps the CEO will take notice and decide to value their customers. Be nice to the person who answers the phone - after all they have no power and didn't make the policy - but be sure to tell them how you feel about their management and their policies and be firm in what you think is fair.
Or you can wimp out and let them screw you. The choice is yours.
Even worse (spooky actually), changes in my Credit Card account (CC #, CVV code, expiration date) have somehow been acquired and updated by Norton without my knowledge.
This is a service provided by the CC companies to avoid bounced payment for regular scheduled payments a user may set up. ie for utility bills etc. When the card is renewed, the CC company conveys that information to companies that try to submit a transaction. You may be able to have your CC company disable this feature on your account.
Unfortunately, the other users that have seen this here have not been successful in any refund beyond the 60 day refund policy. Had you been checking your CC statements regularly, you should have seen this Norton transaction as it occurred, and you could have taken action when it first happened to you.