Norton 360 Premier Computer Security Service Complaint - Security Fraud
Two weeks ago I received a computer diagnosis from Norton 360 whose service I use to protect my computer, that is was not performing correctly. I went online to their Tech Dept and spoke to a representative about this problem and apparently the Tech said he had to take over my computer to analyse the problem. After two hours on my computer which was done by a Tech in the Far East, I believe the Philippines, he advised me that I had to call his company and speak to an agent there about this problem. He gave me a Case Number. I called the Norton Agent and was told that I had to purchase an additional service for $69.00 which would solve the problem. I inquired why my original service which was titled as 360 Norton Premier Protection did not provide the necessary coverage and which cost almost $100.00. He told me that my computer protection plan did not cover this specific problem. I consented to the purchase and he asked for my American Express account number which I gave him. After a minute the Tech came back on line and said that he did not put through the number correctly and that I had to give it to him again, which I did. He then told me he would connect me to a very Special Tech that would download the correct program for me which would take approximately 45 minutes. I told him that I had been on the computer with his Technical Staff already over two hours to begin with. This Special Tech assured me that I would be connected immediately and would have the problem solved immediately. He connected me to some department which had me waiting on a call line over 20 minutes with horrible music playing in the background. I hung up and called back the same telephone number I was given originally to Norton and the same Agent answered my call, and said he apologized that I had to wait and would connect me immediately. Well again, I waited another 20 minutes and no response with the same lousy music. I hung up and called back and told the Special Tech that I changed my mind, that I was not going to wait another minute for anyone and to cancel my charge on my American Express Card for the service that I did not get or receive and he became very angry with me and told me that I had to wait on line for the Customer Service Department as they would then cancel the charge. I waited almost 15 minutes and then just hung up in frustration.
So after spending almost 3 hours on the phone, I clicked on to my American Express account on my computer and saw that I was being charged for two charges of $69.00 on my account. I immediately called American Express and told them of the problem and they expressed shock as to what I had experienced and said they would file a complaint for me with Norton and have the charges removed, which they did.
The very next day, my computer started to send out emails to hundreds of people without my consent, only to have the AOL Post Supervisor to send me back hundreds of declined Daemon Declined Email notices that we not delivered and this continues to this day. I have called AOL about this problem and I may have to change my email address that I have been using now some 15 years to many people. I honestly believe that this Norton Company purposely messed up my computer, both with this Tech who had control of it for almost two hours, and when I cancelled out the additional charge of 69.00 dollars. I have since filed a formal complaint with the BBB and Norton and have not heard one word from either.
I will not renew my Norton Protection Plan again when it expires and I think you should inform your subscribers about this terrible company and their overseas misfits whose only intent is to harass you and inflict terrible problems on your computer. I thought I was dealing with a very reputable company, but have found out otherwise the hard way.
Thank you for allowing me to post this terrible problem and hope that it will help anyone who is considering this company for protection to their computer.