Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Liveops terminated my contract for profanity. I contacted customer service implying thst they must have made a mistake. They said that a message was left on a customer voicemail about "dog food " and "a husband " and I have neither. I asked them to please send the recording and they refused stating that assurance was no longer a client in their organization. I never used profanity and my contract was wrongfully terminated. I was also working for ****. I have had no resolution and it has left me in turmoil for a couple of months now. A few days prior to the termination an ARA called me and asked if I could log in and work but I was busy that day. It is an independent contractor job not a 9-5. After that i was terminated for no reason over transcripts that they probably heard on the customer's end. All I asked is for the recording or reinstate my contract.

  

  Business Response

  Date: 10/30/2024

  Thank you for your message. After reviewing your agent account, your ********************** contract was terminated on 4/29/24 due to a material breach of the Liveops Independent Contractor Agreement resulting in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops; specifically concerning the use of profanity. Per Section 2(c) of the Liveops Independent Contractor Agreement (***) the agent signed, In case of material breach of this Agreement by either party, the other party shall have the right to terminate the Agreement immediately. The following constitutes a material breach of the Independent Contractor Agreement (***) resulting in the immediate termination of this Agreement as well as any other contractor agreement which Contractor may have in place with Liveops: Using profanity.
  
  The decision to terminate your Independent Contractor Agreement (***) was reached after a comprehensive review of the call in question by the client support and Compliance teams. The use of profanity was heard after the customers answering machine turned on, resulting in profanity being recorded on their answering machine. The review of this call was done in strict adherence with our Compliance standards,specifically concerning the confirmation of the use of profanity. Numerous call reviews were completed prior to the determination of the material breach of the *** resulting in the contract termination.
  
  The client you were providing services for when this breach was identified is no longer in business, which limits our ability to access or playback this call recording. Due to this breach of contract after comprehensive call reviews by multiple quality and compliance teams, your contract termination will stand, and you are ineligible to contract with or provide services with Liveops in the future. All the best to you in your future endeavors.

  Customer Answer

  Date: 11/06/2024

  I am rejecting the response because the company still failed to supply me with a recording after numerous requests. The same day that the termination occured I asked for the recording to ensure that someone made a mistake and wrongfully terminated my contract could project ***** dollars a hour combining my contracts. I have not been informed about any other material breach except for profanity that i was accused of. I want the recordings to hear  something I'm being accused of that i said I never did or I want retribution for wrongful termination of my contract for all of the money I've missed and all of the money I've spent already for the establishment of those contracts.   These were suppose to be concurrent contract, nothing was temporary. 
  

  
  

  

  Business Response

  Date: 12/04/2024

  Thank you for your reply message. We apologize for the delay in responding, as we wanted to thoroughly research the records made on your agent account regarding this issue, once again. After a comprehensive re-review of records by the client support, Compliance,and Legal teams, Liveops records confirm that a material breach of contract occurred, resulting in the termination of your Independent Contractor Agreement (ICA). The termination of your contract with Liveops stands. 

  Customer Answer

  Date: 12/07/2024

  I am getting a response for material breach now and I was told that my termination was for profanity.  The business has continuously fail to provide me with the evidence of the material breach.  I need a recording-the reason we are starting this litigation at the BBB and further if that evidence of material breach is not provided. I have and continue to disagree with the termination because it is in invalid and untruthful.  

• Initial Complaint

  Date:08/28/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 8/28/2024 regarding 8/26/24 *** certification class:All my elearnings were completed....except slack we had not gone over slack yet, and like I said mines was locked until this afternoon so I figured we were doing slack as a class.We were advised not to complete modules on our own, although I did complete the ones I had access to prior to class beginning on 8/26. If someone reviews the recording they will see that nothing was said about completing the slack module and that we will go over slack together in class.I wrote the support team and was denied access to the Certification Class. There's no phone number to speak with anyone, and the back and forth emails has not solved my concerns. There's no option to appeal a decision when technical issues has occurred due to content error. I was put out of the class due to technical difficulties.

  

  Business Response

  Date: 08/30/2024

  Thank you for reaching out regarding your removal from a Liveops certification. Each certification has client requirements regarding live virtual learning session attendance, eLearning deadlines, and other checkpoints. If these are not completed by the time set in the clients requirements, agents will be removed from the certification due to incomplete certification requirements.
  
  In reviewing your certification removal, you were removed for this reason; incomplete certification requirements. The certification requirements and deadlines were sent in your initial Welcome email, in subsequent eLearning reminder emails,as well as discussed in the live virtual learning sessions. I can confirm that you have been reinstated into the certification that you were removed from,with the expectation that all eLearnings and other checkpoints are completed by the deadlines set by the client. 

  Customer Answer

  Date: 08/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you for resolving my issues and for reinstating me into the *** Certification Class. 
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notification of contract termination for Failure to maintain a secure work environment (e.g., sharing, misusing, or failing to prevent others, access to caller information, including a *********** (Personal Health Information) regarding any past, present or future physical or mental health conditions of a caller, or a callers other personal information such as his or her name, phone number, address, or credit card information), including, without limitation, a breach of the Information Privacy and Data Security Addendum, attached and incorporated herein by reference. Asking customer to download a non-client approved application.This is not true. No one has spoken with me directly or given me any specific information. I have not received compensation for my contract, and would like to be reinstated.

  

  Business Response

  Date: 07/22/2024

  Thank you for your message. After reviewing your Liveops agent account, I can confirm that your agent account was placed under review on 7/8/24 due to a security failure. An email was sent to the email on file with Liveops with instructions on next steps to reactivate your account, with a ***** deadline. Your Liveops contract was terminated on 7/17/24 as the next steps to reactivate your account were not completed. I see that you have submitted a support request through our Liveops support platform. Please look for a reply by email to your support case by end-of-day today, 7/22/24, with a copy of the reactivation steps that were sent on 7/8/24. Please complete these steps by Friday, 7/26/24 for your Liveops contract to be reactivated.

  Customer Answer

  Date: 07/23/2024

  I scheduled a meeting with an ARA yesterday and no one responded. The system at Liveops will not allow me to create an LSC or help ticket. The Independent Agent Security Awareness Course is not available in Litmos.

   

  

  Business Response

  Date: 07/23/2024

  Thank you for your reply message. After reviewing your Liveops agent account, I see that you were able to locate and complete the security course on 7/23/24. I can also confirm that you scheduled an individual session for 10pm ET on 7/22/24 and another for 3:00pm ET on 7/23/24, but while support staff was available in those sessions, you were not in attendance. I see another session scheduled for 5:30 ET on 7/23/24. The login information for these individual Bookings sessions were sent to your email address on file with Liveops. Once you meet with a support staff member in an individual session, your Liveops contract will be reactivated.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Client misused personal employment information and documents for false pretense

  

  Business Response

  Date: 07/02/2024

  Thank you for your applying to be an independent contractor with Liveops! In reviewing your application, it appears that your identity verification did not pass due an issue during the ** document verification section. This can sometimes happen if the ** document is of low quality,blurry, dark, or has a glare. Feel free to reapply to be an independent at ********************************************* you get to the identity verification section of the application, be sure that you are in a well-lighted space and are able to provide a clear ** document. 

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Liveops Deactivated me as a contractor agent without just cause. When I attempted to gain understanding, relevance and explanation I was simply locked out. I was a great performing agent, for several years. The company has often employed moderators that were lacking in integrity. I have maintained contractor relationships ( business to business) with other vendors for over 20years. I did not file within the first year, because when I initially spoke to someone at Liveops( prior to them unjustly locking down my account,) They told me I was not allowed to since it was due to employment. I have since spoken to other friends, and people who experienced similar circumstances and found out I should have filed. Requesting my account back in good standing, with the ability to contract with the company despite some of their " shady" practices related to sales and marketing.

  

  Business Response

  Date: 03/21/2024

  Thank you for reaching out regarding a previous contract you had with Liveops. In our search for your past agent account, we looked back 7 years and were unable to find an independent contractor matching your name, email address, address, or phone number. If you are interested in contracting again with Liveops as an independent agent,please visit ****************************************.

• Initial Complaint

  Date:11/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to LiveOps from Indeed. It was a job posting for a remote working customer service agent. The recruiter reached out to me, telling me that a background check was required, and I was responsible for paying for it. This is something that isn't out of the ordinary, as I had to do the same thing in order to be a substitute teacher. After paying $25 for the background check, and waiting about 10 days, I was sent an email with my acceptance to the company. The only problem is, it's not a job. It's and independent contracting position, where there are hours of unpaid mandatory training that is required prior to accepting any open positions through companies. It's illegal to require training and not pay the employee for it, so I was upset. Then, after I paid the the fee for the background check do I find out that I'm not an employee. I'm a contractor and I can work all the hours for free as mandated by LiveOps. This company deceived me, lied to me, and took my money and will not refund it. I'm a disabled veteran, that requires a remote job, and they preyed on my disability and desperation to work. They owe me $25

  

  Business Response

  Date: 12/01/2023

  First, let me thank you for your service! Many Liveops agents are also veterans, like yourself. I also want to thank you for your message regarding your Liveops application on Indeed. In reviewing your application, you did apply to be a Liveops agent, which is an independent contractor position. As an independent contractor with Liveops, you partner with Liveops under an Independent Contractor Agreement and provide services to customers on behalf of Liveops clients. Independent contractors are not Liveops employees; instead, they work for themselves as small business owners and receive a **** form at the end of the year instead of a W2 form. You can learn more about being an independent contractor with Liveops at ****************************************.
  
  If you are interested in a Liveops employee position, I would encourage you to visit ****************************************************** view and apply for available positions. I have reopened your Liveops ************** support case and look forward to communicating with you further there to determine next steps. 

• Initial Complaint

  Date:10/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for this company over an year ago, paid the fee for my background, and yet, theres always an issue with getting jobs or dealing with their bogus system/facilitators. I was kicked out of a problem due to their system issue and instead of them looking more into it, I get nothing besides, oh just reapply. These companies want you to pay a fee to get no jobs and when you do, they have nobody to help you.

  

  Business Response

  Date: 10/30/2023

  Thank you for your message. After reviewing your case with the support team, it appears that you applied for and were rostered into 3 different certifications since you contracted with Liveops early this year. I'm sorry to one of these programs was not the right fit for you.  If you would like to be considered for a new certification, please access current and upcoming classes on the Opportunities Dashboard.
  
  If you would like to discuss in more detail, please send us an email at ********************************* or you can always connect with the Liveops Support Team here: *************************************************************************************************

  Thank you again for reaching out. 

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this week I went through the entire onboarding process, and paid for my background check only for them to terminate my contract because I was unable to log into the agent portal and they were unable to resolve the issue. Instead of explaining to me what the REAL issue was they sent me this email: Account Terminated: Material Breach of Contract] Your contract has been terminated due to a material breach of contract. Due to your breach of contract, your business is ineligible to contract with Liveops in the future. Material Breach of the Independent Contractor Agreement resulting in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops: 5. Participating in any other activity which could be deemed fraudulent, illegal or grossly negligent. (e.g. writing down or stealing credit card numbers, making fraudulent claims to Liveops ****************** etc.). Agent information has failed a component of Liveopss security check process and are no longer eligible to provide services on behalf of Liveops ****************** LLC. I was completely onboarded and passed and approved on 8/23/2023 and than I get this insulting email above. Reaching anyone for a explanation is impossible and they block your email after you send a support ticket! I was sent my credentials and 2 days later I got the message above after passing everything and paying the background check of $24.99

  

  Business Response

  Date: 09/25/2023

  Hi ******, 
  Thank you for your message. Liveops uses a third-party security check. Looking into your account, your information did fail, causing the termination of your agent account. The third-party who conducts the security checks only provides Liveops with a pass or rejection, so we are unable to expand upon the information that caused the security fail.
  
  After reviewing your case with the support team, we would be happy to conduct a manual document verification and if that passes, your agent account would be reinstated. If you have any questions or would like to move forward on the manual verification check, please reach out to our Talent Acquisition team by submitting a support ticket using this link:  ***********************************************************************************
  

  Customer Answer

  Date: 09/25/2023

  Hello,

  I received my official passed everything and singed all paperwork and a email my background check had passed etc. The email you include here is no good and that link they provided does NOT give a way to contact them for manual compliance request.

  

  Business Response

  Date: 11/29/2023

  Thank you for your message and great apologies for this delayed response via the BBB site. I see that your issue was resolved through our Liveops ************** back in September and that your agent account was reinstated. If you have further questions about this issue, please submit a support ticket using this link:  ***********************************************************************************

  Customer Answer

  Date: 11/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier this week I went through the entire onboarding process, and paid for my background check only for them to terminate my contract because I was unable to log into the agent portal and they were unable to resolve the issue. Instead of explaining to me what the REAL issue was they sent me this email: Account Terminated: Material Breach of Contract] Your contract has been terminated due to a material breach of contract. Due to your breach of contract, your business is ineligible to contract with Liveops in the future. Material Breach of the Independent Contractor Agreement resulting in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops: 5. Participating in any other activity which could be deemed fraudulent, illegal or grossly negligent. (e.g. writing down or stealing credit card numbers, making fraudulent claims to Liveops ****************** etc.). Agent information has failed a component of Liveopss security check process and are no longer eligible to provide services on behalf of Liveops ****************** LLC. Mind you I NEVER even got a chance to log into the portal. How dare you accuse me of doing something illegal because your tech support could not resolve my log in issue on their end. Receiving that email was extremely insulting. I am not a criminal and I don't appreciate being labeled as such. I tried reaching out to them but my email was instantly rejected. I have no idea what happened and would like some answers asap. I wasted $24.99 on a background check.

  

  Business Response

  Date: 09/05/2023

  Hi there, 
  Thank you for your message. Liveops uses a third-party security check and your information did fail, causing the termination of your agent account. The third-party who conducts the security checks only provides Liveops with a pass or rejection, so we are unable to expand upon the information that caused the security fail. We understand how frustrating it is to have issues logging into the Liveops agent portal, but the log in issues were unrelated to the contract termination. 
  
  After reviewing your case with the support team, we would be happy to conduct a manual document verification and if that passes, your agent account would be reinstated. If you have any questions or would like to move forward on the manual verification check, please reach out to our Talent Acquisition team by submitting a support ticket using this link:  ***********************************************************************************

  Thank you again for reaching out. 

• Initial Complaint

  Date:08/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for live ops but never got a job at all even was charged for a drug test as well but never received employment what so ever would like a full refund of my money they keep sending emails like ******** post

  

  Business Response

  Date: 08/10/2023

  Hi there,
  Thank you for reaching out. Based on the information you shared, it is possible that you were connecting with someone who is not legitimately affiliated with Liveops. The situation you described doesn't align with how Liveops staff communicates with the agent community.
  If you would like to share more information to confirm, please share feedback to ******************************** so we can investigate further.
  
  You can also learn more about common recruiting red flags (including what Liveops does and doesn't do as part of agent onboarding), by visiting this page: **********************************************************************;

  Thank you.