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Kudos0

Subscription Renewal Confusion

I find this whole scenario confusing(not technically savvy)  & do not understand why it isn't picked up in the renewal process by Norton, especially when the husband & wife's credit card were both used to pay for 1 subscription? The 3rd subscription is utterly confounding but it is apparently our mistake & now too late to correct!

8/13/2017 Norton Chat Support
https://norton.ehosts.net/netagent/client/unified/desktop/naclient.aspx?
End Chat
System: Connecting...
TC Rob: Initial Question/Comment: Why have I been charged for 3 separate subscription renewels?
System: Welcome to Norton Support! A Norton Representative will be with you shortly.
System: Monika Sharma has joined this session!
System: Welcome to Norton Support, my name is Monika Sharma. Please give me a minute to go through the
information you have provided.

TC Rob: Why have I been charged for 3 separate subscription renewels?
Monika Sharma: Please so not worry, I will surely help you with your concern.
Monika Sharma: Could you please provide me your full name, the email address and phone number for verification purpose?
TC Rob: TCRob
TC Rob: 
Monika Sharma: Thank you for providing the details.
TC Rob: 
Monika Sharma: Please make a note of your case reference number:  Kindly note if in case this chat gets
disconnected, you will get a link to start a new chat in your mailbox. Please click on it to start a new chat.
Monika Sharma: Please allow me 2-3 minutes to pull your account details.
TC Rob: done
TC Rob: Product Key

TC Rob: Product Key

Product Serial Number

TC Rob: Product Key

Product Serial Number

TC Rob: Product Key

Product Serial Number

8/13/2017 Norton Chat Support
https://norton.ehosts.net/netagent/client/unified/desktop/naclient.aspx?...
TC Rob: 3 different amounts
Monika Sharma: Thank you for waiting.
TC Rob: all for the same devices
Monika Sharma: Rob, as I can see that the order number  is for the year 2015 and it has been expired
now.
TC Rob: the invoice I have says expiry on 10/28/2017
Monika Sharma:  was renewed in the month of october 2016 and this is for your Norton 360 for 3 devices
and the product key is 
TC Rob: Product Key

Product Serial Number

Licenses
3 Device﴾s﴿
Automatic Renewal
Annual Subscription
Status
Processed
Expires On
10/28/2017
TC Rob: Order Number: 
Tax Disclosure:
Seller's details:
Symantec Asia Pacific Pte. Ltd.
6, Temasek Blvd Suntec Tower 4, #11‐01
Singapore 038986
Total price shown is inclusive of GST at the applicable rate for the identified customer country, if applicable.
Singapore GST No: 2003 04231 M
New Zealand GST No: 86‐644‐495
Order Details
Norton 360™ Subscription Renewal ﴾1 Year Subscription﴿
Microsoft® Windows®
Product Key

Product Serial Number

Licenses
3 Device﴾s﴿
Automatic Renewal
Annual Subscription
Status
Processed
Expires On
10/28/2017
Monika Sharma: Another order number: was purchased by you again in the month of October 2016 and this is
also Norton 360 for 3 devices with product key for two years
TC Rob: Order Number: 
Tax Disclosure:
Seller's details:
Symantec Asia Pacific Pte. Ltd.
6, Temasek Blvd Suntec Tower 4, #11‐01
Singapore 038986
Total price shown is inclusive of GST at the applicable rate for the identified customer country, if applicable.
Singapore GST No: 2003 04231 M
New Zealand GST No: 86‐644‐495
Order Details
8/13/2017 Norton Chat Support
https://norton.ehosts.net/netagent/client/unified/desktop/naclient.aspx?...
Norton 360™ Subscription Renewal ﴾1 Year Subscription﴿
Microsoft® Windows®
Product Key

Product Serial Number

Licenses
3 Device﴾s﴿
Automatic Renewal
Annual Subscription
Status
Processed
Expires On
10/28/2017
AUD $139.99

TC Rob: Order Number: 
Tax Disclosure:
Seller's details:
Symantec Asia Pacific Pte. Ltd.
6, Temasek Blvd Suntec Tower 4, #11‐01
Singapore 038986
Total price shown is inclusive of GST at the applicable rate for the identified customer country, if applicable.
Singapore GST No: 2003 04231 M
New Zealand GST No: 86‐644‐495
Order Details
Norton 360™
Microsoft® Windows®
Product Key

Product Serial Number

Licenses
3 Device﴾s﴿
Automatic Renewal
Annual Subscription
Status
Processed
Next Billing Date
10/7/2019
AUD $199.99
Monika Sharma: You have two active products in your account and once is expiring on 7 Oct 2019, and other expiring on 28
Oct 2017.
TC Rob: Order Number:
Tax Disclosure:
Seller's details:
Symantec Asia Pacific Pte. Ltd.
8/13/2017 Norton Chat Support
https://norton.ehosts.net/netagent/client/unified/desktop/naclient.aspx?...
6, Temasek Blvd Suntec Tower 4, #11‐01
Singapore 038986
Total price shown is inclusive of GST at the applicable rate for the identified customer country, if applicable.
Singapore GST No: 2003 04231 M
New Zealand GST No: 86‐644‐495
Order Details
Norton 360™ Subscription Renewal ﴾1 Year Subscription﴿
Microsoft® Windows®
Product Key

Product Serial Number

Licenses
3 Device﴾s﴿
Automatic Renewal
Annual Subscription
Status
Processed
Expires On
10/28/2017
AUD $99.99
TC Rob: I would like a refund for 2 of the subscriptions please or I will subscribe with a different company on my renewal date
Monika Sharma: Rob, as I can see you have only two Norton products in your account one is Norton 360 for 3 devices
which was purchased by you for a period of 2 years in the month of October 2016 and another Norton 360
for 3 devices which was again auto renewed in the month of October 2016, as you have purchased new
product instead of renewing your old Norton 360, your old product was renewed automatically.
Monika Sharma: As we have 60 days refund policy, I am sorry to inform you that I may not be able to help you with your
refund.
TC Rob: Consider my subscription renewal cancelled & I will be finding another provider on the 10/07/2019.
Monika Sharma: As the Automatic Renewal service is disabled on both of your products, you will not be charged this year
for both products.

Labels: Auto Renewal

Replies

Kudos0

Re: Subscription Renewal Confusion

I'll see if I can get a customer service manager to look into your issue.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Subscription Renewal Confusion

Hello @TCRob,

I've sent you a community Private Mail to gather up some additional information. 

Thanks,

Matt

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