- Report: #1485300
Complaint Review: Symantec Corporation - Mountain View California
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Symantec Corporation
350 Ellis Street Mountain View, 94043 California, United States
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Symantec Corporation Norton 360 LifeLock Multiple unapproved charges against credit card and bank account Mountain View California
My annual Norton 360 with LifeLock subscription was up for renewal. I clicked an email link provided by Symantec Corporation to start the process. I went through renewal, clicked confirm, and an error message popped stating there was a problem. The message contained a number to call. I checked my bank account.
There was a pending charge of $129.99 for the license. I called the number. After a 15 minute hold, I was connected to LifeLock support. I was told I needed Norton Support however, the CSR was able to log into my Norton account. Upon doing so, she saw that my subscription was up for renewal. I explained what had already happen.
She told me she'd take care of it. Without my permission she reordered the renewal. Realizing her mistake, she cancelled the order she just placed. I checked my account. There was now 2 pending charges for $129.99. When I complained, I was told that my money would be released but it would take up to 10 days.
I escalated to a supervisor. After being on hold for 20+ minutes, the supervisor repeated what the initial CSR said, 10 day wait until my money would be available. However, she suggested that I allow her to place another order, another $129.99, so I could get the license I had already paid for twice.
This is the 2nd time in two months that Symantec Corporation has taken money from my account without my permission. The first time, even though I have my subscription set to not auto-renew, they did it anyway. When I complained, they issued a refund that took 15 days before the refund showed up on my credit card.
