Norton Live Support..Phone 801-783-2366
Complaint 155396 Details

  • Date Occurred: 08/08/2014
  • Reported Damages: $60.53

The complaint is against an online dating profile

The complaint is a listing fraud posted on public forums or sites against an anonymous entity

The complaint is mobile text spam or smishing related against an anonymous entity

The company or person contact no longer exists

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For months, the announcement would pop up on my screen that my service "stands cancelled" and to reinstate it, I was to contact Norton Live Support. No other means of contact was indicated other than the above phone number. SINCE I WAS PREPARED TO "BUY" A SERVICE, I HAD NO IDEA WHATSOEVER THE NUMBER WAS NOT THE EXPECTED 800 TYPE (TOLL FREE). One gets used to seeing other numbers, such as "866" or "877".
I phoned on the above date, and did pay by debit card for a year's service according to Norton's own records. In making subsequent calls (my fault by now in not understanding these calls would also not be "800"..and I am not complaining about the later ones..only the original)...I soon discovered it was the usual to be put on hold for 20 or 30 minutes and therefore being charged accordingly.

I always make non-800 long distance on my cell phone, which will be covered in my basic charge. For my land phone, my Consolidated bill had an AT&T listing for $52.15, plus $8.18 for interstate usage. Consolidated's operator was very helpful when I contacted them for a call I was sure I had not dialed. When she determined who it was, I realized it really was my call to Norton..having no idea it happened to be routed to Salt Lake City.

I now know that if one doesn't have a long distance carrier, the entity which handles the call can charge any amount they wish...in my unfortunate case, that was $1.45 A MINUTE for 36 minutes, plus the $8.18 Interstate charge. My land phone bill always has a routine AT&T charge for direct dialing and some taxes; I wasn't even aware I didn't HAVE a long distance carrier, or needed one since those calls are on my cell phone. Given these facts, it seemed this outlandish charge was a legitimate one from the standpoint of the phone companies, and I paid the bill.

I presume Norton was legally not to blame that I didn't comply with phone company rules. I feel strongly that the computer screen which I saw with no other means of contact was very, very misleading in not being identified. After nearly an hour on "holds" and conversations with three agents I could barely understand through thick accents, I am really not surprised that Norton will not reimburse me for this outlandish bill, which I did state was my wish.

The poor supervisor was patient and courteous, but the best he came up with was his personal E-Mail address and 1 month's extension of my anti-virus protection program (that would be $6.15). That compares poorly to my expense of $60.53.

As mentioned above, I did pay the phone bill and no one will reimburse me. I told the supervisor I was not satisfied, and was going to report this to you. The particular computer screen I used had been appearing since last May, when my service expired. The very day I first took this issue up with them (probably September 5 or 6th) that particular screen "your service stands cancelled" could no longer be brought up. I wanted to check the exact wording. It was very similar to the one which one who has Norton service can call up by clicking Norton Live Support, and going to "My Account". The latter does have a website address AND the phone number.

I am 85, and don't know how to bring back the other screen, but I'm almost positive it did not have anything but that phone number across the bottom of the screen.

To make a long story longer, even if the absent screen should prove me wrong, Norton should be told to label that phone number as non-800 so people making a purchase know they are being charged on "hold".

I of course would be much happier if they also decided to reimburse me, a still dissatisfied consumer.




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Business Profile Summary

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Company Statistics

  • Complaint Against Norton Software
  • Complaints Filed: 61
  • Reported Damages: $10,271.94
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