Identity Theft Protection
ID GuardThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for ID Guard's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 129 total complaints in the last 3 years.
- 102 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:05/29/2024
Type:Billing IssuesStatus: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.
This complaint involves IDGuard, LLC, who has written themselves a check against my personal account that I neither authorized nor have received any product or service. ID Guard, LLC wrote themselves a check for $44.99 on 5/18/2024. This check has cleared my bank.I expect this to refund my money as soon as possible.Please let me know what action I can take.Thank you, ********!Business Response
Date: 05/29/2024
Dear *******,
As per your request, your account has been canceled under the cancellation number #***** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: ******************************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 4/22/2024. We regret your bad experience with us. We appreciate your feedback on this matter, as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support Team.Initial Complaint
Date:05/28/2024
Type:Billing IssuesStatus: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.
I had an unauthorized charge from ID Guard LLC in the amount of $3.49 for a "Free trail" which I could cancel once I receive a package & decide if I wanted it or not. On 5/10/2024 Unbeknownst to me I accidentally dialed their "business number" instead of a department store I was getting ready to pay for merchandise I needing to activate my credit card my other card had expired. This scammer on the other end said he could help me with the activation asked me a number of questions then said they had a free trail offer for numerous things first one being of all things "Protection from Identity Theft!" I kept telling him NO, I don't want or need it all I wanted was my activation, he said this is a free trial & said my CC activation confirmation number was xxxxxx. I had no idea I wasn't speaking with the stores activation **** I responded to him I thought he was verifying my previous information, but NO he was stealing my info! I thought this charge would come out of my credit card. I called them they are relentless & wouldn't agree to cancel or refund saying I gave them my info! I called my bank and got advice from them. The next day I called ID guard twice, they all have the same story, the same nasty condescending attitude, same speech, they are all trained to blame you, lie to you & not agree to a cancellation or refund. Today is 5/25, 15 days later & I still have not received the pkg. no acct. number, they know who you are by just giving them your name, maybe they have caller ID & know who's calling, they said I would receive it, I don't want it so they stole my **************************** want them to make this right & erase my information from their system, refund my money. I will not communicate with them or give them any information including email. I want them to send me a confirmation by the US mail that this acct. information is canceled & they no longer have my banking information in their system. Please stop these thieves!Business Response
Date: 05/28/2024
Dear *************************,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: **********************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 05/15/2024. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamCustomer Answer
Date: 06/04/2024
Complaint: 21760710
I am rejecting this response because:
How can service be provided since 5/15/24 when I didn't have any info on this supposed subscription I supposedly agreed to?!
In yesterday's mail June 3, 2024 were the "Pkgs." 3 envelops, doc guard llc, id guard llc and savers club llc I should have received 3 wks ago! I never asked for any of these, do not want them and are in the shred bin. Cancel all of these accts. And by the way, today is June 4, 2024 the 10 calendar days are up! 10 days from when you responded and there is NO check in my mailbox!
Yes this is the way you do business, you have a list of bogus companies that work to ***, steal and cheat people.
Erase my name, address, phone and recordings.
*************************Business Response
Date: 06/05/2024
Hi ****************,
Based on the call recording, they sent you a text message to your cell phone number once the account was created. However, everything has been terminated under the cancellation number #******.
We apologize for any inconvenience caused to you. We appreciate hearing your concerns, as this is not how we are supposed to operate. Regarding your refund, our check was sent back on May 30th.
Thank you very much for your feedback, it will help us to improve.
Customer Service TeamCustomer Answer
Date: 06/06/2024
Complaint: 21760710
I am rejecting this response because: 1st. of all I never received a text and I do not understand what you mean the check was returned May 30th?
It seems like you all have a "story" that someone is supposed to believe, I don't. Stop with the stories and lies. I'm done with you scammers. One day karma will get you!
*************************Business Response
Date: 06/11/2024
Good afternoon,
As clarification: The refund for customer was sent on 05/30/2024, with tracking number **********************, according to the information,the refund is in transit. If customer does not receive it we will be sending a new check.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamCustomer Answer
Date: 06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is "somewhat" satisfactory to me. I did receive a check for more than the amount expected which is suspicious. I still do not trust these criminals and believe someday they will pay for the deplorable practices they are committing to innocent people still to this day!
*************************Initial Complaint
Date:05/21/2024
Type:Billing IssuesStatus: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.
My elderly father has been residing with me and we have been reviewing his finances. We discovered an unauthorized withdrawal from ID Guard LLC in the amount of $44.99 in a bogus pre-authorized check withdrawn from his account. I believe this also related to the unauthorized fabricated check withdrawn from his account from a company called ************ He has never signed up for either of these bogus companies. We will be contacting his bank first thing Monday morning to report these transactions as fraud.Business Response
Date: 05/21/2024
Dear *********,
We are sorry to hear the bad experience your father had with us, and highly appreciate you contacting us to solve this.
In order to cancel and refund your father, we will need his information; can you kindly provide us with his name, last name and zip code? Once this is finished, we will send your father the refund for any charge made.
Without that information, there is no way for us to know what account to assist.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamCustomer Answer
Date: 05/21/2024
Complaint: 21733595
I am rejecting this response because:I will not be providing this illegitimate company any further PII WRT my family. This company may deal with our bank, who is working the fraud claim.
Sincerely,
***********************************Business Response
Date: 05/21/2024
Dear *********,
We are agreeing with providing the complete refund of any charge made to your father. We really want to help you with any issue, or inconvenience encountered. Unfortunately, with no information about the accountholder, we are unable to locate any account or charge.
If there are charges under your fathers account, we really need his information to proceed with cancelation and full refund as per your request. We tried reaching you on your phone numbers, but there was no answer.
We really want to help, but really need the name of the account holder to do so.Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamCustomer Answer
Date: 05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please close this complaint as I will not supply scammers with additional PII for my family.
Sincerely,
***********************************Initial Complaint
Date:05/07/2024
Type:Billing IssuesStatus: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.
ID Guard has made three fraudulent charges on my account in which I did not authorize. 1st charge occurred on April 8 in the amount of $3.49. 2nd charge occurred on May 1st in the amount of $44.99. I called them and they told me I authorized the payment but I did not. They told.me I paid for the service and they didn't want to cancel it. After arguing with the woman on the phone she said it was canceled and gave me a cancelation number. Now I have another check that hit my account on May 3 in the amount of $ ***** through another alias company affiliated with them called savers club. I didn't authorize any of these false checks they are putting through to my account and I want them to stop and cancel all future charges. I want them to return my money. This is a fraudulent company with shady business practices. They are charging my account at will on checks I didn't authorize. I need the BBB to help me get them to stop any and all charges in my account. I don't want any of their services.Business Response
Date: 05/07/2024
Dear *******,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: ********************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 04/04/2024. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamInitial Complaint
Date:04/29/2024
Type:Billing IssuesStatus: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 have had a UNAUTHORIZED charges from ID Guard in the amount of $44.99, savers club $41.27, dot chat $39.95. EACH one of these charges has cost me $32.00 in over draft charges for a total just in over draft $96. I did not authorize any if these. From my research they are all the same. I want all my money back plus my over draft charges, because I did not authorize any of this.Business Response
Date: 04/29/2024
Dear ******,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: ****************************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 03/18/2024. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamInitial Complaint
Date:04/25/2024
Type:Billing IssuesStatus: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.
My elderly mother received mail which led to a trial membership with ID Guard. I called and cancelled the membership as soon as I saw a copy of the withdrawal check from ID Guard taking the money from her account. ********************** tells me that they have a recording of my mother giving them the banking information and authorizing them to make the withdrawal. I have cancelled the membership and received a cancellation number and asked for written confirmation that her information is purged from the company system. I was told that the company cannot send such written confirmation in the mail. When they continued to persist that the cancellation number is all the proof I or my mom will receive, I said that I would report them to the BBB. The supervisor, *****, said he would talk to his superiors and let me know if a letter could be sent and that he would call me back by the end of the day (5 pm EST). He did not call back so here is my report. I have a copy of the withdrawal information if needed, but cannot screenshot it because it is through the bank.Business Response
Date: 04/26/2024
Dear ****,
We are sorry to hear that your experience and your mothers experience with us was unsatisfactory. We thrive for success and want the best for our customers.
In order to better assist you, I would need your mothers name, last name and zip code, to access the account, and validate all information, including sending you a cancelation email. Once the information is received, we will assist with your request.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamCustomer Answer
Date: 04/26/2024
Complaint: 21621686
I am rejecting this response because:I have talked extensively on the phone with the company. I have given them the name and necessary information they are requesting.They cancelled the account (cancellation # *******) but refuse to purge my mothers information, including supposedly a voice recording. The business also refuses to send written confirmation through the U.S. postal service that the account is canceled and information is purged.
Sincerely,
*************************Business Response
Date: 04/26/2024
Dear ****,
We apologize for any inconvenience caused. We are refunding all charges that were made. We made sure no information from your mother is on our records; and the call recoding you are referring to, is the call recording for the sale.
We can assure you all is canceled, no more charges will be made, and your mother will receive the refund for all charges made.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support Team.Customer Answer
Date: 04/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:04/24/2024
Type:Billing IssuesStatus: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.
Like all the other complaints, this company ID Theft fraudulently wrote a bogus check from my account. When I called their customer service They stated they sent me an e-mail on March 29,2024 and I approved it. However I have never heard of this company, never received an e-mail and when I asked to repeat my e-mail address they have it incorrect. I want my $44.99 returned to my bank account ASAPBusiness Response
Date: 04/24/2024
Dear *****************************,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: ***************************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 3/28/2024. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support Team.Customer Answer
Date: 04/24/2024
Complaint: 21617419
I am rejecting this response because:
I had to take the day off from work to change all my bank accounts for this fraudulent action from this bogus company. At $75.00 per hour I request to be made whole for an additional $600.00 which is the money I would have made going to work. Since I was out of town, Im not going to ask for my flight charge. I looked back through my bank statement and this bogus company took me for $3 and change. These criminals need to be prosecuted, and if you need any help, I volunteer
Sincerely,
*****************************Business Response
Date: 04/25/2024
Dear *******,
Thank you for your feedback on our services. As stated before, we are refunding all charges the company did. We did review all information, and service was provided as requested. We will be more than happy to cover those charges. As for other charges, are cannot be responsible for those. Since we did provide a service that was requested.
We apologize for any inconvenience caused, and will review the feedbacks provided to improve our services.
Your full refund for charges made will be sent to you as stated before.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamCustomer Answer
Date: 04/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:04/16/2024
Type:Billing IssuesStatus: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 charged multiple times for this service. I never signed up for this service. I am very annoyed. They did return some of the payments but not all of them. I would like the two remaining charges to be returned. Here are the details of the two checks that have not been refunded. Check #****** posted on 11/13/2023 for $3.49 Check #****** posted on 12/6/2023 for $34.99 ************ is taking advantage of elderly people and it is sickening.Business Response
Date: 04/16/2024
Dear *****,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: *****************************************You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 008/18/2023. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamInitial Complaint
Date:04/11/2024
Type:Billing IssuesStatus: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.
On 4/11/24 a charge of $34.99 was deducted from a bank account claiming that I preauthorized this payment. I did not. When I attempted to call the customer service line, I was placed on hold for over 10 minutes. When a person finally answered, the connection kept cutting in an out. I resorted to writing an email to their help desk but have yet to hear back. This is so frustrating!! I am now forced to close this account to protect myself from future fraud.Business Response
Date: 04/11/2024
Dear *******,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: ******************************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 03/13/2024. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamBusiness Response
Date: 04/11/2024
Dear *******,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: ******************************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 03/13/2024. We regret your bad experience with us. We appreciate your feedback on this matter,as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support TeamInitial Complaint
Date:04/03/2024
Type:Billing IssuesStatus: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.
On 3/25/2024, a charge of 3.49 was debited from my checking account without my consent. I contacted the Company on the check and they assured me that they will close the account and no further billing will be made. I've attached the check and the correspondence. I wanted to report this to the BBB, to prevent any further actions to be taken to my account.Business Response
Date: 04/03/2024
Dear ***************************,
As per your request, your account has been canceled under the cancellation number #****** and the amount that was charged to you has been refunded. There will be no further charges to your account.
Please note that your refund will be sent in the form of a check. It will be sent to the following address: *********************************************************************. You can expect to receive your refund within 7 to 10 working days of having received this.
According to our records, the service has been provided as requested since 03/21/2023. We regret your bad experience with us. We appreciate your feedback on this matter, as this is not the way we do business.
Please feel free to contact us at ************ if you have any questions.
Sincerely,
Customer Support Team.Customer Answer
Date: 04/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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