Business Profile

Identity Theft Protection

ID Guard

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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.

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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:02/24/2025
Type:Billing 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.
On January 22nd ID GUARD LLC charged $3.49 with a pre authorized check then again on February 18th $44.99 and then with a different company name on February 20th for $41.27 (you can tell its the same company because the checks are 100% identical.) Ive never heard of this company in my life. and when I looked up online, it says that its a company to prevent identity theft, but they are Stealing my money with information that they also stole Never in my life have I ever had any issues with identity theft until this company! I have never needed these services so I have no idea how they have my information because I never signed anything with them. These charges were in the form of pre-authorized checks and not through debit which I have never done these types of transactions ever. After going to the bank to dispute and disputing all of these charges Im still afraid that this company will keep on stealing money from me. Also the name that is on the check is not even the same last name that is on my bank account even though it is one of my last names so I dont know how they even figured out my other last name which is so creepy and borderline stalker behavior. I am considering reporting to law enforcement and any appropriate agencies.
Business Response
Date: 02/25/2025
Dear ******,

As per your request, your account has been canceled. Upon checking on our records, all was done correctly; we did provide the service as requested.

Be advised that no charges will be made in the future. If you have any questions, you may call us at ************.

As for the refund; you will receive this in the form of a check, in the next 3 to 4 weeks, to the address provided: *****************
************************

Sincerely,
Customer Care
************
Customer Answer
Date: 02/26/2025

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:02/18/2025
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 noticed a $44.99 being pulled from my checking account. I did not authorize this transaction. I called ID guard LLC to let them know that I wanted to cancel my account she continue to talk. She continue to talk over me every time I told her I wanted to cancel my account. It took me 30 minutesof screaming at this woman to finally get my account canceled. I think they canceled my account then on February 12 the same company called ************ took another $41.21 out of my account which I did not authorize yet. I had to call again and tell them that I want my account canceled and I told her on both accounts that I wanted a refund they refuse to give me a refund on the first time around with IDguard LLC I probably said 20 times that I want to cancel my account. I even said the day the time the year and exactly the time I was calling because I knew that I was being recorded she kept dancing around the subject and now Ive gotten another charge from this company that I did not authorize. This is a horrible company. would not recommend this compete to anyone. I did not sign up for this company. I believe that this is fraud and that and that they hacked my account. I am a widow living on a fixed income and all I want is my money refunded.
Business Response
Date: 02/18/2025
Dear ****** ******,

As per your request, your account has been canceled under the cancellation number #****** since 02/12/2025. There will be no further charges to your account.

The refund has been sent to the address provided: ***********************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized; the account was created on Monday Jone 10th, 2025, at 5:25:44 PM, from phone number: **************,according to all records. 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:02/12/2025
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.
I was tricked into signing up for IdGuard services. Saw that they drafted a check for $3.49 for a trial period so I called to cancel their services and got the biggest runaround. After getting hung up on, I called back and they finally agreed to cancel but I'm not confident it will happen after the trial period ends after reading about people having the same issues cancelling.
Business Response
Date: 02/13/2025
Dear ********* **************,
As per your request, your account has been canceled under the cancellation number #****** since 02/12/2025, and the amount of $3.49 that was charged to you will be refunded. There will be no further charges to your account.
The refund will be sent out to the address provided: ***************************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.
Charges were authorized; this was created on Tuesday January 28th, 2025, at 1:05:04 PM, from phone number: **************, according to all records. 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:02/10/2025
Type:Billing 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.
On February 7th, 2025, I got a check draft notification for $3.49, I do not use a checkbook, nor do I own one. The check was stated out to "*****************" I never asked for the service. Check No. ******. The check states the charge was due to a "service call", I was never told about the charge while trying to contact my health care insurance agency. I'd like to not get any more charges like this, if possible.
Business Response
Date: 02/10/2025
Dear ******* ********,

As per your request, your account has been canceled under the cancellation number #****** as of 02/10/2025. There will be no further charges to your account.

The refund has been sent out to the address provided: **************************************, this will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized; the account was created on Monday,February 3rd, 2025, at 9:59:43 AM, from phone number: **************,according to all records. 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:02/10/2025
Type:Billing 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.
I found a charge of $3.49 on my checking account from a company that I have never done business with and never even heard about until today (2/8/2025). It is a charge that states that it is a PRE-AUTHORIZED DRAFT-ID GUARD LLC. I have never heard of this company and did not authorize this withdrawal from my checking account. I am requesting an immediate deposit of this amount back into my account and I never want to hear from this company ever again. And if I see anymore withdrawals from my account by this company, I will be submitting a legal complaint and filing a claim for illegal activity by this company. This is outrageous!!
Business Response
Date: 02/10/2025
Dear ****** ********

As per your request, your account has been canceled under the cancellation number #****** as of 02/10/2025. There will be no further charges to your account.

The refund has been sent to the address provided: **********************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized; the account was created on Thursday January 24, 2025, at 10:38:55 AM, from phone number: **************, according to all records. 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: 02/11/2025

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. I am a little fearful though because I understood this to be a monthly withdrawal from my account and I want to be assured that it is not and that no further charges will be forthcoming. Also, the correct address for me is ****************************************************************************

Sincerely,

****** ********
Initial Complaint
Date:02/03/2025
Type:Billing 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.
On January 8 my checking account was charged $3.49 by ID Guard LLC. Then on January 29 another $44.99 charge appeared. These charges were in the form of pre-authorized checks and not through debit. After going to the bank to dispute the charges and report fraud, I called the ID Guard **************** number. The first call (Feb 3, 9:56 am) I spoke to "***" After explaining the disputed charges and informing her that I merely wish to ensure no further charges occur and everything was cancelled, *** replied that her company doesn't do that sort of thing and she'd never heard of anything like an unauthorized charge before. I responded by saying that I googled ID Guard and the reviews on various sites are filled with people claiming ID Guard had done exactly that to them and all I wanted was to ensure it was cancelled and nothing further was charged...she hung up.I called again and spoke to "***********." I reiterated that I want whatever this is cancelled and no further charges. I had to repeat this multiple times. He tried pitching the service and telling me what ID Guard does. I told him I didn't care, I never heard of it or signed up and didn't authorize any charge. Then he tried telling me I did a free trial and was charged after it ended. I told him that was incorrect, that I would let the bank handle the dispute, all I wanted was to ensure it was cancelled today. He then tried to tell me that I had accepted a mail offer that gave a $100 gift card. I told him "no," I certainly haven't received a gift card, I didn't sign up for any services and I want it cancelled. He finally said ok which is when I discovered the name on the pre-authorized check was incorrect (it had the wrong middle initial) and the phone number for the account was not mine. Nor was it my wife's number. Finally after two phone calls, I got him to say it had been canceled and give me a cancellation number (*****). I am considering reporting to law enforcement and any appropriate agencies.
Business Response
Date: 02/04/2025
Dear ***** ********,

As per your request, your account has been canceled under the cancellation number #***** as of 02/03/2024. There will be no further charges to your account.

The refund has been sent out to the address provided: **************************************, this will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized; the account was created on Thursday,January 2nd, 2025, at 4:29:24 PM, from phone number: **************,according to all records. 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: 02/06/2025

Complaint: 22891903

I am rejecting this response because: ID Guard LLC again charged my account using a different company name. I know this because while calling to cancel the 3rd fraudulent charge the woman I spoke with told me they were the same company. ***************, charged my account $41.27 on the 5th with the date on the electronic check as February 3. Calling the number on this e check to cancel at 10:56 am, Feb 6, I spoke to "Amber." ***** said it was already cancelled on the 3rd and gave a cancellation number. I asked if it was cancelled how could I then be charged again? ***** replied that "it wasn't them...must be a different company...not our policy." I asked her to repeat the cancellation date and she reiterated Feb 3. When I informed her that I had never heard of *************** until I checked my account this morning she informed me that ID Guard and *********** are the same companies. The cancellation # she gave me, *****, was different from the cancellation number given to by "***********." When I called ID Guard to dispute the charge 3 days ago, *********** gave me the cancellation # *****. Neither I nor anyone else has ever heard of these companies. The company says I signed up for this service via phone. But it's not my phone number and it's not my wife's phone number. Nor has that number ever been associated with us. My name is also slightly misspelled. Reading through BBB complaints and fraud/scam sites I see at least one other company issue associated with this *********************;

Sincerely,

***** ********
Business Response
Date: 02/06/2025
Dear ***** ********,

Thanks for your feedback. We understand your frustration. When this account was created, 3 programs ************* ID Guard and Doc Chat) were added to the account. There were 2 monthly charges and 1 trial fee made ($44.99 +$3.49 for ID Guard, and $41.27 for ************* The refund we are sending is for all those charges. The total amount will be $89.75.

Hope this is more clear.

Please feel free to contact us at ************ if you have any questions.

Sincerely,
Customer Support Team
Initial Complaint
Date:02/03/2025
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.
I am filing this complaint as POA on behalf of my mother. My mother has dementia and at some point in November 2024 unknowingly signed up for services through a company called Savings Advantage. She was enrolled in the following: ID GUARD which she was charged a $3.95 enrollment fee and then charged $44.99 in Dec '24 and Jan '25, ************ which she was charged $41.27 in Dec '24 and Jan '25, Doc Chat which she was charged $39.95 in Dec '24 and Jan '25, Privacy Patrol which she was charged $29.85 in Jan '25, and My Property Protection which she was charged $19.50 in Jan '25. During this time she not of sound mind to make any type of financial decisions on her own or enter into any type of contract. I contacted each of these companies individually on Jan 30, 2025 to cancel and request a refund however I was told they would not refund since she had agreed to the terms. Any assistance to recover the funds she lost would be greatly appreciated.
Business Response
Date: 02/04/2025
Dear ****** ********,

As per your request, your account has been canceled under the cancellation number #****** as of 01/23/2024. There will be no further charges to your account.

The refund has been sent out to the address provided: ******************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.

We will cover all charges made to the account, the total will be $263.81. 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:01/21/2025
Type:Billing 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 a charge on my account for $3.49. I ignored it because it was only three dollars now I received the charger on my account for $44.99. I did not order the service. I dont know how they got my information!! I called to cancel service. Nobody would help me. I dont know what to do.
Business Response
Date: 01/21/2025
Dear *********,

As per your request, your account has been canceled under the cancellation number # ****** since 01/18/20205 that we assisted you over the phone, also a refund was already agreed on during that call. There will be no further charges to your account.

The refund has been sent out to the address provided: ****************************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized; the account was created on 12/18/2024,t 2:32:39 PM, we received the call from phone number: **************, according to all records. 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: 02/01/2025

Complaint: 22828670

I am rejecting this response because: the check they sent me seems extremely FAKE! Not even a bank address on the check. Its extremely thin, ink goes through to the back side from pen signature and signature line look messed up and faded.

Sincerely,

********* *******
Business Response
Date: 02/04/2025
Dear ************ *******,

Thanks for your feedback. We can assure you the check is valid and legitimate; the bank account is through ***************. You can go and cash it. If you have any issue at the bank, you can let us know.

Please feel free to contact us at ************ if you have any questions.

Sincerely,
Customer Support Team
Initial Complaint
Date:01/03/2025
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.
Illegal charge made to my account of ***** I need a refund
Business Response
Date: 01/05/2025
Dear Cauan *****,

As per your request, your account has been canceled under the cancellation number #****** as of today 01/02/2025, and the amount that was charged to you will be refunded. There will be no further charges to your account.

The refund will be sent out to the address provided: ***************************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized, not illegal; on Monday December 2nd, ***** at 11:54:27 AM, from phone number: **************, according to all records. 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:01/02/2025
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.
I am reporting this issue about this company for my 80 year old mother who was scammed by this company . She has been taken advantage of by this company as they are drawing money out of her account that she did not authorize. She needs to be removed from this company ****. A police report has been filed. $49.00 has been taken from her account plus over draft fees of over $80 for them doing this. She has no knowledge of ever even speaking to anyone at this company.
Business Response
Date: 01/02/2025
Dear **** ********,

As per your request, your account has been canceled under the cancellation number #****** as of today 01/02/2025, and the amount that was charged to you will be refunded. There will be no further charges to your account.

The refund will be sent out to the address provided: ******************************************. This will be in the form of a check. You can expect it in the next 7 to 10 business days.

Charges were authorized; this was created by ****** *********, on Wednesday October 23rd, at 6:07:36 PM, from phone number: **************, according to all records. 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

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