Norton AntiVirus Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Norton AntiVirus customer service, archive #1. It includes a selection of 20 issue(s) reported June 22, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently received an email notifying me of the cancellation of my automatic renewal subscription. I have ignored previous requests to update my credit card information because I was charged $97.19 on March 8, [redacted], for Norton Anti-virus using my Discover card. I believed that any further requests for credit card details were unnecessary. It appears I unknowingly had two separate Norton Anti-virus packages. I own two computers, with one being a laptop used for non-sensitive tasks. I assumed the laptop was also protected either by Norton Anti-virus or Microsoft Windows 10 auto protection. Can you please provide clarification and necessary information regarding this matter? Thank you, Mary B.
Reported by GetHuman-maryblas on Friday, June 22, 2018 5:58 PM
I'm using Norton Internet Security version 21.7.0.11 on a Windows XP SP3 laptop. Recently, I've been having trouble accessing certain https websites, receiving an "This Connection is Untrusted" error with the message "sec_error_untrusted_issuer." According to Pale Moon tech support, this issue may be caused by web scanning in my antivirus software. They suggested disabling this feature to resolve the problem or whitelisting specific websites. One of the affected sites is www.ups.com. I need guidance on how to disable web scanning in NIS or add websites to a whitelist. Appreciate any assistance with this.
Reported by GetHuman-ghwolff on Friday, October 19, 2018 9:13 PM
1. I attempted to renew my Norton Security subscription since it shows only 28 days remaining. However, upon signing in, Norton failed to recognize my email and password. I am running Windows 10 with Edge as my browser. I have been a loyal Norton user for a decade and have used Norton Utilities 16 for a few years now. 2. Just a few hours ago, I created a new Norton account using my current email address and a new password. 3. Although I aim to renew my inaccessible existing account, I am considering uninstalling both Norton products from my primary and secondary computers. My plan is to purchase the necessary software from Norton and then install it on the new account I created today. I have attempted to contact support via phone and chat, but the wait times appear to be endless. Help. Steven B. [redacted].
Reported by GetHuman-iamsgbla on Saturday, November 10, 2018 4:01 AM
I am concerned about my lack of protection. I have been on auto-billing for several years. Recently, my computer experienced issues where the screen's display shifted down, rendering only the top edge visible. While trying to resolve this, I received a call from an individual claiming to be tech support, whom I assumed was affiliated with your company. After performing some work, they attempted to charge me more than $[redacted]. Sensing something amiss, I explained that I did not have the funds in my bank account that week. Despite this, the individual has persistently called multiple times daily for two days, refusing to leave a message or contact information. Upon checking my NORTON account, I discovered a message in red stating, "YOU ARE NOT PROTECTED." I am perplexed by this situation and seek assistance. Additionally, my screen has become enlarged, covering the entire desktop and restricting my ability to use the computer. Your help would be greatly appreciated.
Reported by GetHuman2256406 on Thursday, February 21, 2019 3:37 AM
We recently discovered a recurring yearly Antivirus renewal charge on an old credit card linked to an outdated email address, despite canceling all autorenewals and Norton services in May [redacted]. Upon contacting Norton Customer Service, they confirmed one of the accounts was still set for autorenewal. After a lengthy online chat session and requesting a Supervisor, we found out that in [redacted] when we updated our equipment and email addresses, instead of modifying our existing account, Customer Service created a new one alongside the old account. This led to us unknowingly paying for two accounts on different email addresses all this time. Despite the cancellation in May [redacted], we were informed that we are not eligible for refunds as it exceeds the 60-day period. It is disappointing to realize we have been charged for unused Antivirus services due to this misunderstanding by Norton. Although we no longer have emails from that time as proof of cancellation, we have learned a valuable lesson from this experience.
Reported by GetHuman-daisynew on Tuesday, March 5, 2019 4:41 PM
I noticed a charge of GBP 49.99 on my credit card for Norton protection on May 12, [redacted]. Here are the details: - Order Number: AP[redacted] - Name: Miss S M Donaldson - Account Ending In: [redacted] - Subscription Amount: GBP 41.66 - United Kingdom VAT (20%): GBP 8.33 - Total Amount: GBP 49.99 Recently, I received a receipt from Apple for a $29.99 purchase of 3 months of Netflix Streaming on May 13, which I did not authorize. It seems someone used my Visa Debit card fraudulently to buy Netflix. I have canceled my UK debit card and gone through a lot of trouble and expenses, especially since I am currently working as an aid worker in Africa. I have contacted my bank's fraud department in the UK. Please investigate this issue promptly and get back to me. Thank you.
Reported by GetHuman2964575 on Wednesday, May 22, 2019 11:57 AM
I have contacted Norton multiple times to clarify that I only want the VPN and 10-device protection, not Lifelock. They insist that Lifelock comes with the subscription and cannot be removed, even though changing the subscription would reduce device support. They added Lifelock "free" after a 30-day period, and now expect me to pay an $8.99 monthly fee once the "free" year is over. I need to dispute this within a 30-day period next year to avoid the charge. Despite explaining countless times that I do not want Lifelock to both Norton and Lifelock representatives, they keep trying to include it. I managed to unsubscribe from Lifelock's promotional emails six weeks ago, but Norton recently re-enrolled me without my consent. They also threatened to renew my subscription and start charging me for Lifelock even though I never provided the necessary information for it to be active.
Reported by GetHuman-ktkloste on Thursday, June 6, 2019 6:14 PM
I recently uninstalled Norton Security Deluxe based on advice from an internet security expert, with whom I realized it wasn't suitable for me. Despite this, my annual subscription renewed unexpectedly through Paypal. I was unaware of this until receiving payment and renewal notifications. I've tried to locate an email address on Norton's site to request a refund, but I've only found options for chat or call support. I prefer not to discuss my decision to cancel or be persuaded otherwise; I simply seek a refund for the automatic renewal that occurred without prior notice. Thank you for helping me resolve this matter swiftly.
Reported by GetHuman-mark_lig on Saturday, June 15, 2019 3:31 PM
I recently received a refund for the Norton antivirus 10 device under the virus promise. When I inquired about keeping the services, I was given terms and conditions that did not specify that I couldn't retain the services after a refund. I have a transcript of the online chat for reference. I would like to continue using the services I received a refund for, based on the terms and conditions provided by Norton that do not clearly mention service termination upon refund. According to the UK English dictionary, a refund is defined as the return of money for goods and services that do not meet the agreed functionality, without stating that goods are returned or services are canceled.
Reported by GetHuman3111832 on Wednesday, June 19, 2019 9:07 AM
I recently purchased the Norton [redacted] Deluxe antivirus software for 5 devices, intending it as a gift for my father who lives in Nigeria. However, the software does not work in his location. I am seeking a solution to receive credit for a package that can be used for 5 computers in Nigeria. Thank you for your assistance. Teni Ayeni.
Reported by GetHuman-sojiten on Tuesday, July 2, 2019 8:00 PM
My husband, Dr. M. S., had a yearly Norton AP subscription paid with his Amex Corporate card. After he retired and his corporate card was canceled, I realized there may be an issue with the subscription not being paid for. I wish to continue the subscription under my name, Dr. Susan S., with payments made from my Amex Corporate card. I missed last year's payments scheduled for July and would like to update the billing information efficiently without long phone waits.
Reported by GetHuman-drscsmit on Tuesday, August 6, 2019 10:09 PM
We have been using Norton for many years. Every April, we prepay for our Anti-Virus protection for the year. This April, we paid over $70 for our subscription but have been informed that we are not protected. We are seeking a partial refund for the time we were not covered. Margie explained there is no refund policy for this situation, but we find this unfair. Since it hasn't been six months since we paid in April, we believe a partial refund is reasonable. We appreciate your consideration. Thank you, N. and D. Hunter from Cleveland, Ohio.
Reported by GetHuman3550643 on Saturday, September 7, 2019 4:43 PM
I am requesting a cancellation of my Norton [redacted] subscription and a refund for the payment made on 06/09/[redacted]. I received a postal notification due to email communication issues. Unfortunately, I no longer remember my old email address and password to access my account for updating details. The serial number provided on the postcard is HJ4CBMTYY9Y4. My details are as follows: Diane Coope Rose Farm House, Red Cat Lane, Crank, St Helens WA118RT, Great Britain.
Reported by GetHuman3557484 on Monday, September 9, 2019 10:49 AM
I have previously submitted two requests over 20 days ago without receiving a response yet. On 11/08/[redacted], my credit card was billed two amounts: $[redacted].99 for a subscription and $5.25 for an international charge. I informed last year that I do not need this service and requested its cancellation. This financial burden resulted in overdrawing my credit card. I have been unable to cancel my subscription online due to the system not recognizing my active account. I am seeking cancellation of my subscription and a refund of the aforementioned charges. If I do not hear back within one working day, I will escalate this issue as I have not received any communication, not even a confirmation email from my prior subscription. Your prompt attention is appreciated. Best, V.L.
Reported by GetHuman-viv_litt on Wednesday, September 11, 2019 8:49 AM
Hello, I am Jo T. I have two case numbers. The first is [redacted]2 from May of this year, and the second is [redacted]9. I spoke with Rish and he mentioned that the first case might not be associated with me. Recently, my router was hacked by Russians, and I unknowingly bought a 3-year premium security package for $[redacted] from Harvey Norman in Ballina, Australia. They refused to refund me in-store and directed me to send the product back following instructions given by Symantec customer service. I sent the product to Grosvenor Place, Sydney, on June 6, [redacted], using Australia Post. I am unsure about the status of my return. Australia Post confirmed the delivery on June 8, [redacted], in Kogarah, NSW, but I have not received any updates or the promised refund. I have shared details like my name, email, phone number, product code, batch number, and purchase date but have not been able to track the transaction due to not signing up for the service directly. Any assistance would be appreciated.
Reported by GetHuman3580548 on Friday, September 13, 2019 6:30 AM
Hello, I recently reviewed my bank statement and discovered a transaction dated August 12th with the reference AP[redacted]7 from Ireland on August 10th for £89.99 charged for Norton antivirus software. I have not utilized Norton antivirus in several years. Therefore, I kindly request a refund for this charge. Regrettably, I do not have the necessary information regarding the Norton account or the card details as it has been almost a decade since I last used this software. Could you please look into this and issue a refund? Your prompt attention to this matter would be greatly appreciated. Best regards, Russell
Reported by GetHuman-rmku on Saturday, October 5, 2019 11:20 AM
I have two suggestions for Norton Symantec regarding the Password Manager feature. Firstly, adding the date of password creation and last modification would be greatly beneficial to users. Often, manually entered passwords linger without users realizing, causing issues during login attempts. Secondly, when attempting to update a password in the Norton app, it's frustrating that changing the password also prompts a change in the User ID. This outdated practice has been a hassle for the 20 years I've been a subscriber. Navigating Norton's support channels has been challenging, with forums being unhelpful and time-consuming. I'm unsure where or how to submit these suggestions directly to the company, as even the knowledge base lacks the necessary information. Additionally, as a loyal customer, I wish Norton/Lifelock would offer reduced subscription prices for long-time users like myself, especially considering my limited budget since retirement and disability. I hope these suggestions reach the appropriate department for consideration. Thank you for your attention. Respectfully, Christopher L. Schulte.
Reported by GetHuman-wnyhuske on Friday, October 25, 2019 7:28 PM
I am currently in Mexico and need help with a hacker. I suspect she is an identity thief whom I know. She has unauthorized access to my Norton account and keeps changing my password, leading to error messages. She even used my Visa to pay for Norton. I believe I have VPN, mobile security, and Lifelock separately. How can I effectively remove this individual who has been intruding for over 5 years? She also has access to my email without permission.
Reported by GetHuman4047369 on Thursday, December 5, 2019 7:08 PM
I am still being charged for renewal, even though I have not used your service in the last few years. My old email address is no longer in use, and I cannot remember it. Once again, money has been taken out of my account without authorization. I would appreciate a quick resolution to this matter. Kindly cancel the charges and process a refund promptly. Thank you. James Crawford from Aberdeen, Scotland, can be reached at [redacted] I look forward to your response as I attempted to contact you via phone, but the line was unclear, and I could not understand the conversation.
Reported by GetHuman4079719 on Wednesday, December 11, 2019 6:42 PM
I need help cancelling my auto-renewal service with Norton. I am unable to access anything on my computer due to login issues on my Norton account. Each time I attempt to log in, I receive an error saying my password is incorrect. I do not wish to troubleshoot this problem; I simply want to cancel the auto-renewal. Please refrain from instructing me to resolve this by logging into my account, as that is the exact issue I am facing. Thank you for your assistance.
Reported by GetHuman-kaymik on Tuesday, December 24, 2019 8:17 PM

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