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Fake "Credit Card Invalid"??????

So my subscription to Norton 360 is coming up for auto-renewal and I get a legit-looking email from Norton saying my credit card is invalid and needs updating before the end of the month.  I refuse to click on the link in the email (Norton SHOULD NOT put links in emails; just tell me to go to the secure website from my browser), and go to the secure website instead.

Logging into my account on the website, under Billing Information I see that the credit card set up for auto renewal is the correct one, the same one that I use everyday, and is thoroughly VALID. 

I reenter the identical information from scratch, click Save, and the page still tells me the credit card is invalid.

There appears to be some problem with the auto-renewal credit card validation function. 

In addition, the notification emails sent out asking the User to click on a link to update credit card information, however legitimate, look very suspicious. 

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Re: Fake "Credit Card Invalid"??????

Hello Contact support with this. I would NOT reply to the message since you have a couple of weeks left on your subscription. Let support weed it out. http://norton.com/chat

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
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Re: Fake "Credit Card Invalid"??????

I agree with your concerns about clicking links in an email. But at least you can verify whether or not the email is from Norton.

Is this email from Norton legitimate?

Things happen. Export/Backup your Norton Password Manager data.
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Re: Fake "Credit Card Invalid"??????

The email appeared to be very legit. But my thinking was that there ARE Norton email scams out there, and this email wanted updated credit card information---very confidential financial information. Hmmmmmm 

[Why does an email from a major security services provider contain one of the most common "spoofs" out there?... i.e. "Click this link and give us your credit card information."   Duh. 

So rather than click on the link, I went to the secure website.  The Norton website has a perfectly valid credit card number with years to go before it expires.  Yet the website itself says the card is invalid, and rejects re-entering the same information.

Clearly there's a problem with the website's cc validation processing, and I will take it up with Support as "SoulAsylum" suggests in the first Reply. 

But the email itself is suspicious in asking for credit card information via a "Click Here" link.... even though the email is probably legitimate.

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Re: Fake "Credit Card Invalid"??????

Call your CC issuer to find out the details of the denied validation: Date, time, Vendor and Vendor's CC transaction processor - vendors account ID - some technical banking jargon phrase.

Have the CC Customer Service agent compare that information to the details of the transaction that posted to your CC account of the transactions in your Norton account page that previously saved your CC info. Your CC issuer could have flagged transactions of the vendor/ processor combination, not just your CC.

A similar thing happened with my phone bill when the phone company had a merger. Bank of AmericaCiti, and Discover were rejecting transaction en-mass because the phone company's vendor ID and processor changed. I was one of many customers it happened to. Here's the link to one of two ISP forums about it: http://www.mybasicisp.net/Forum/yaf_postsm400568_QwestCentury-Link-Vs-ADIDSS--not-a-Virus-Trojan-nor-Customers-Oversight.aspx#post400568 and the twelfth paragraph mentions it happening to Norton/Symantec around the same time.

J

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Re: Fake "Credit Card Invalid"??????

Well, the cc encounter gets very "wonky" here.  Short story: My credit card was successfully processed by Norton this very day, 3/11/18 without, my doing anything.  

I had been considering contacting Norton support ala SoulAsylum, as well as contacting my cc provider per fbgnarm's post above. Norton's email clearly stated that my subscription expired March 30th.  Yet, it is a fact that it was last renewed on March 9, 2017.  So was/is due to renew last Friday. 

I suspect that somehow the vendor ID was changed somewhere deep in the system, such that Norton's system was not being recognized by cc processors, per the post above.  Norton scrambled to fix their payment processing in time, but not before sending out warning emails (which in and of itself may have triggered their investigation, because of the volume of declined cards.)

Anyway, problem resolved.  Thanks and kudos for your informative, helpful replies.

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Re: Fake "Credit Card Invalid"??????

 Norton's email clearly stated that my subscription expired March 30th.  Yet, it is a fact that it was last renewed on March 9, 2017.  So was/is due to renew last Friday. 

If you are using Auto Renewal, the payment is usually taken about 2 weeks before the subscription expires. This allows time to sort out any issues with the payment method, such as what you have just encountered. 

What seems to have happened is some issue with the CC company's system, or Norton's payment system. When Norton resubmitted the payment request, the issue had been cleared up.

Things happen. Export/Backup your Norton Password Manager data.
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Re: Fake "Credit Card Invalid"??????

Hello drmarvh1

You had suspicions,

"I suspect that somehow the vendor ID was changed somewhere deep in the system, such that Norton's system was not being recognized by cc processors, per the post above.  Norton scrambled to fix their payment processing in time, but not before sending out warning emails (which in and of itself may have triggered their investigation, because of the volume of declined cards.)"

The mention of Norton/Symantec in that link I provided was years before LifeLock became a subsidiary of Symantec. The second frame in the link,  http://www.mybasicisp.net/Forum/yaf_postsm400568_QwestCentury-Link-Vs-ADIDSS--not-a-Virus-Trojan-nor-Customers-Oversight.aspx#post400568, tells about a follow-up.

The follow-up was in another thread. http://www.mybasicisp.net/Forum/yaf_postst13157_QwestCenturyLinkVsADIDSS-Chapter-Two-A-Bottom-Line-Hook-and-Sinker.aspx. Norton made a goof, again this year, and LifeLock could (did?) benefit from it.

  What's going on?  

     J

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