Help for my Mum please regarding auto-renewal

CurlySue2017

I've been helping my elderly Mum recently with her household expenses - moving her to better deals etc and I have discovered that she has been paying a yearly subscription to Norton Antivorus for many years to cover her now ancient laptop.  I want to help her cancel this but have come across a problem I haven't encountered before and wondered if anyone could help.

When she signed up to Norton, the e-mail address that she used was with her internet supplier at the time (Tesco) but she has no details of her passsword and the Tesco e-mail service no longer exists, so she has no way of signing into Norton to cancel her subscription.  Is it simply a case of calling the credit card comany and asking them to stop the yearly payment?  Or is this likely to cause problems for her?

I'm not really sure what to do in this scenario, so would be grateful for any advice

elsien

Contact Norton as a starting point:

To cancel your contract or request a refund, you can call us at +44 080 0331 6004, or you can chat with us.

cx6

Yes you can always cancel a recurring subscription by calling your card company.

You could also try Googling Norton customer services and give them a call

CurlySue2017

Perfect, thank you so much

SiliconChip

cx6 said:

Yes you can always cancel a recurring subscription by calling your card company.

While this may well be something that's worth doing it's actually incorrect, it doesn't cancel the subscription, all it cancels is the payment for the subscription. Until the subscription is cancelled (by contacting Norton) the payment is still due.

Grey_Critic

SiliconChip said:

cx6 said:

Yes you can always cancel a recurring subscription by calling your card company.

While this may well be something that's worth doing it's actually incorrect, it doesn't cancel the subscription, all it cancels is the payment for the subscription. Until the subscription is cancelled (by contacting Norton) the payment is still due.

I rather think they will get the message when money stops arriving. I am sure they are used to such things and if for example someone dies the next of kin will most likely consider telling Norton of low priority and that assumes they have access to the deceased emails.

Having sorted out peoples affairs I relied on the old fashioned In the Post communication, in one case the person has dementia so no idea about anything online and they can't won't tell me.

The OP does however raise a very important point we should all consider. There is a list of sites/passwords in my safe just in case something should happen. We should also keep an eye on what may be the best deals around as elderly relations are not always as savvy as us.

RumRat

Agreed....Cancelling the subscription will not incur any wrath from Norton. They will just discontinue the subscription when they aren't in receipt of the dosh. However, contacting them by phone may enable you to get a refund on any unused subscription, dependent on renewal date. They have some info here you may find useful. Norton Refund UK- Chat, Contact Number, Cancel Automatic Renewal #NsC (nortonsupportcenter.co.uk)

CurlySue2017

Thank you for the comments everyone. 

Without going into too much detail about the circumstances, I am helping Mum to get all these things sorted out and when that is done, I will be keeping a list of all her passwords etc because it has been a real eye-opener!! 

As @Grey_Critic says above, I will also be keeping a close eye on things for her from now on.  I have been absolutely staggered by the number of companies that are willing to take advantage of elderley, less savvy people, because they can bamboozle them with technology.  This is what has happened to my Mum so I want to make sure it never happens again.