Norton
Complaint 53165 Details

Protect yourself against Norton! They double charged me 3 years in a row!
I had a laptop and Norton was suggested as security, so I bought it.
About a year later, I remember warnings about my security running out popping up all the time like a virus. So, I believe that is when I clicked to buy the next year.
They charged my account, then charged my account later for a renewal of the other security product (effectively the same things). While it is possible I knowingly allowed for auto-renewal, for both, it is unlikely because that is the best way to lose money for any service.
I called them, told the person my situation, and they refunded my account.
Fast forward two years. I notice in my junk mail account, then bank account, that Norton double charged again. I looked at the previous year and they had done the SAME THING.
I called them, explained it, and the woman said it would be refunded and tried to sell me something. She only refunded the current year, not the previous.
While it was on my list to call them back, I got a nasty virus on my computer somehow.
I call a number on their website and the woman could not get the spelling of my name right after about 5 attempts (it is a very American name). I asked to speak with someone else but she refused saying she needed my name to do so. I hung up and tried another number.
I explained I had a virus and needed a refund on a double charge and that woman told me I could take my computer to a store and pay to get it fixed or pay Norton at least $60 or so to start to fix it! I explained to her that I have Norton and she kept talking about my 2 options.
Eventually, she transferred me to the billing people. They said since: 1. Two months elapsed since the charge, 2. they sent an email saying they would charge me (they may have, it goes to my junk email account like every purchase - but is that legal? We sent you an email saying we would charge you so it is your fault?), and 3. I left the "renewal box checked" when buying the purchase (addressed above - shady) I would not be refunded.
I pointed out the previous double charge 3 years prior and obvious inaction on their part to stop it. They did not care. I asked to speak to a manager. Finally, the manager gave the same song and dance.
After some yelling and dropping the "fraud" word, I was offered not a refund but another year extension on the service. It was something, so I took it.
I was also told the woman wanting to charge me to fix the virus was wrong and he spent about 1.5-2 hours helping me fix the computer (IT and finance?). He was very friendly, helpful, diligent, and effective.
So, there was satisfactory resolution for me BUT there almost wasn't and YOU should be very aware. It took so much to somewhat fix something that shouldn't have happened from a IT security company.
In addition, due to Norton's popularity, it has to have had numerous infiltration attempts by good and bad governments and hackers that want access to Norton's users. And such a company is manned by people that can't spell names or don't know simple company procedures????