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By Mike Moore
published 24 March 2021
Antivirus firm facing lawsuit for auto-renewing subscriptions
(Image credit: Norton LifeLock)
Security giant Norton is facing court action in the UK after claims the firm enforced auto-renewing subscriptions on its antivirus customers.
"It is completely unacceptable that a leading anti-virus software firm has refused to supply all the information we asked for, which is why we’re taking the firm to court," said CMA Chief Executive Andrea Coscelli in a press release.
"Our unprecedented decision in this case reflects the serious impact of Norton’s refusal, which is delaying a CMA investigation intended to protect UK consumers."
The CMA claims that Norton customers had their payment details kept on file by the company, meaning that even when their initial subscription ended, they would then be charged for a new subscription unless they had actively taken steps to cancel their contract.
This may have lead multiple Norton customers to end up paying far more than they expected, or even knew about, with the CMA also looking into whether the company raised prices when a contract automatically renewed.
The CMA says it has requested a swathe of information from Norton concerning these claims, including the company's own research concerning how customers responded to website information on auto-renewal and pricing - but Norton has apparently refused to provide some of the data.
The CMA says it regards this non-compliance from Norton as a breach of its legal obligations, and it will now look to enforce the request for information through the courts - marking the first time the CMA has needed to take this step in a consumer protection case.
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