Complaints
Customer Complaints Summary
- 26 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/01/2023
Type: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 a one-dollar 7-day trial using a prepaid card that was a gift 3 years ago and I hadn't used it in 6 six months prior. Please see the screenshots including dates of previous usage. I canceled my membership and within one month my credit card was fraudulently charged twice draining the remaining balance. I cannot imagine any other scenario here other than they sold/stole my credit card information.
Business Response
Date: 10/09/2023
Hi *********, Thank you for sharing your thoughts and we are sorry to learn about your situation. We called you to learn more about your experience and left a message. We can see from the picture you provided that your card was charged by a site that looks completely bogus and we are sorry that someone has stolen from you. We also understand that the timing of the charges has made you believe that our company is involved in some way. We are sorry to learn of this and of course we do not have any knowledge or affiliation with the sites you referenced. No other customers are reporting any similar issues and this appears to be an isolated issue. Unfortunately, there are many, many ways that card information can become compromised. Some of the most common are the use of public/unsecured internet connections and viruses that infect your machine or browser. We recommend getting the latest virus protection for any devices that you use. We also encourage you to report this theft to the appropriate authorities and contact the card provider to see what options might be available to you to recover any funds. Thank again for sharing your experience with us and please let us know if you need any additional assistance. Sincerely, Member SupportInitial Complaint
Date:09/14/2023
Type: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 a trial of services with this company. After being charged for services I no longer needed, I attempted to cancel my membership on their online portal. However, the site indicated I must call *********** (see attached screenshot from their website) to cancel membership. I did so, and it immediately directs you to a special offer that requires you to indicate if 50 yrs or older/younger & regardless of how you answer it directs you to a recorded message about receiving a medical alert necklace for free & it wont let me go any futher. They are taking funds for services I am not authorizing. As a result of the fact I cannot cancel this: I put a stop payment on the reoccurring transaction which cost me $36. I would like the funds reimbursed from the company for the stop *************** cancellation process made legitimate.Business Response
Date: 09/14/2023
Hi *****, Thank you for contacting us and we are sorry to learn about your experience. We called you to learn more about your situation and left a message. We think you must have dialed the wrong number because our company does not have any recorded messages about medical necklaces or questions about your age. The toll-free number you referenced, ************, connects to the Spyfly Support Team and live agents are available 7-days from 5am - 9pm. We see that an account was created on our website on 9/5 and charged the normal monthly fee on 9/13. Accounts can be canceled online, by phone, or by email. Sorry again that you had difficulty with this process. We can confirm that we have canceled your account and your monthly fee has been refunded. Please let us know if you need any additional assistance. Sincerely, Member SupportInitial Complaint
Date:08/25/2023
Type: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.
My d.o.b. is 05/26/1986 and not *************************************************** **** ************ that's all u m.fz. need.Business Response
Date: 09/01/2023
Hi ****** - Thank you for sharing your concern with us. We are glad we had a chance to speak with you and resolve the issue. Please contact our support team if you need additional assistance. Sincerely, Member SupportInitial Complaint
Date:08/17/2023
Type: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.
The business says specifically we can cancel our free trial online before 7 days. I tried immediately bc they said they had the information I needed but that was a lie. ********** has a law that they must allow users to cancel online and this company is breaking that law.I tried to cancel online but it said I need to call.Business Response
Date: 08/21/2023
Hi *****, Thank you for sharing your experience with us and we are sorry to learn that you had difficulty canceling your account online. Accounts can be canceled by phone, by email, or online. The first option to cancel online is to visit the homepage of our website and scroll to the bottom where links to common resources are located. Click the link How to Cancel Your Membership under the heading **************** and then follow the instructions for online cancellations. You can also cancel online by logging into your account. Once logged in, Select My Account, then Manage Membership, and then select Cancel Online. Sorry again that you found this to be difficult and we apologize for any inconvenience. We see that you already emailed our support team to cancel your account and a confirmation of your cancellation was emailed to you. Please let us know if we can be of further assistance. Sincerely, Member SupportInitial Complaint
Date:04/09/2023
Type: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 started a free 7 day trial just now. After logging in I started doing searches. After approximately 5 minutes I was logged out automatically and my account locked. Now I cannot get back in to my account. Why?Business Response
Date: 04/14/2023
Hi ******, Thank you for bringing this to our attention and we are sorry that you were unable to access your account. We see that this was resolved the same day and we gave you a call to make sure you were able to access the site. We added a few extra days to your trial period to make sure you are able to use the full period and your next monthly billing is now scheduled for 4/18/23. As a reminder, please be sure to cancel your account online, by phone, or by email before your next billing date if you do not wish to continue for the next monthly billing period. We hope you are enjoying the service and please let us know if you need any additional assistance. Sincerely, Member SupportInitial Complaint
Date:03/13/2023
Type: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.
1. My name is not *** . 2. You all have a place on my report I never lived . Have put my feet in the city 3. I DONT GO BY THE NAME THAT YOU ALL USED FOR MY ALIAS . I am not a pharmacist .5. I dont know half the people you all have on my report . Those are not my relatives I need an accurate report . And I want my money BACKBusiness Response
Date: 03/20/2023
Hi ********, Thanks for contacting us and we are sorry that you were not satisfied with the information on our site. We are glad we had a chance to connect with you and resolve the matter. Please let us know if you need any additional assistance. Sincerely, Member SupportCustomer Answer
Date: 03/20/2023
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:02/17/2023
Type: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 was not ever in ** in 2022 I called ******* Police and they have no record of me being arrested in 2022 this is false and I want this c*** off my recordBusiness Response
Date: 02/24/2023
Hi ******, Thank you for contacting us and sorry to learn of your experience. We called you but we were not able to connect with you. We are not sure exactly what you saw and we are happy to help. We have removed the information from your profile. An automated email confirmation was also sent to you. Please let us know if you need any additional assistance. Sincerely, Member Support.Initial Complaint
Date:12/27/2022
Type: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.
The information provided about me is totally false. Some information could endanger me or my family.Business Response
Date: 12/30/2022
Hi *****, Thanks for contacting us and sharing your experience. We are sorry to learn that you encountered information that was not accurate. We checked our site using the information in this communication but we were not able to find a clear match. We are not sure what you experienced and we want to make sure we remove any inaccurate information. If you can help us locate the information we are happy to help. We do have an option on our website that allows anyone to request the removal of their public records data. It is located with other links and resources at the bottom of the homepage and its called Remove My Public Record. Its an automated process and information is usually removed within 72 hrs. Sorry again for any inconvenience. If you need any further assistance please contact us. Sincerely, Support Team.Initial Complaint
Date:12/27/2022
Type: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.
Spy Fly keeps charging my account. I dont know what that is or why its charging me!! ***** every time!!! I want it to stop!!! Want my money back.Business Response
Date: 12/30/2022
Dear *****, Thank you for contacting us and we are happy to help. We have tried calling you several times but we have not been able to reach you. We see that an account was created on our website with your contact and payment information. The online sign up process explains the monthly fees for the service and all users are required to specifically agree to the terms of the service during the registration process. This information is reiterated in the confirmation and the welcome email that was sent at the time the account was created. Your account was active at the time of your scheduled billing and this is why you were charged the normal monthly fee. We are sorry to learn that this is not what you expected. Accounts can be canceled 24/7/365 online or through the automated phone system. Live agent support is also available by phone or email 7-days from 5am - 9pm PT. We have canceled your account and refunded your monthly fee. Please let us know if you need any additional assistance. Sincerely, Member SupportInitial Complaint
Date:11/20/2022
Type: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 got an email saying my account info was breached and I justvwant my free account nowBusiness Response
Date: 11/28/2022
Dear ****, Thank you for contacting us and we are happy to help. We tried calling you but we were not able to connect with you. We do not fully understand the nature of your request and ask that you contact us for further assistance. We did not send any type of breach notification and we are not sure what you are referencing or how we can best assist you. Our support department is available 7-days from 5am - 9pm PT at **************. We look forward to speaking with you at your convenience. Sincerely, Member Support
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