Business Profile

Identity Theft Protection

ID Guard

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Identity Theft Protection.

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 Complaint

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:10/03/2024
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.
Someone sent cashiers check to ID Guard LLC, appearing to be in my name, and it was ********* WAS NOT ME! IT appears some sort of account was created, with account # ******* on check!This is fraud. CANCEL ACCOUNT.They misspelled my name on check too. "*****" is what they put down but mine is "*****."
Business Response
Date: 10/03/2024
Dear ***** *****,

As per your request, your aunts account has been canceled under the cancellation number #****** since 12/15/2023 and the amount that was charged to you has been refunded. There will be no further charges to your account.

Your refund check will be resent with correct information.

These charges were not fraudulent charges, according to our records, the service has been provided as requested on 11/13/2023. 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
Initial Complaint
Date:09/30/2024
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 am the *** for my aunt, ******* *****. Today ******* has a check on her account to ********************** LLC for $3.95 for Account#*******. I want this canceled, refunded, and her removed from any mailing list. I canceled this before on May 3, 2024 and made the same requests. You have her name spelled at ******* which is incorrect so remove that name from the mailing list as well.She has a medically diagnosed memory impairment and I am tired of this harassment.
Business Response
Date: 09/30/2024
Dear ******* *****,

As per your request, your aunts account has been canceled under the cancellation number # ****** since 09/29/2024 and the amount that was charged to you has will be refunded.There will be no further charges to your aunts account.

As for the refund, we will refund all charges made. Refund will be sent it via check to address: *****************************************. You can expect to receive the refund within 7 to 10 working days this.

These charges were not fraudulent charges, according to our records, the service has been provided as requested on 09/23/2024 by ******* *****. 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: 09/30/2024

Complaint: 22348138

I am rejecting this response because: I canceled this previously in May 2024 and at that asked that she be removed from all mailing lists, placed on your DNC list and let you know she has a medically documented memory impairment. I also stated I wanted her to be sold nothing else going forward, ever. You ignored all of that by sending her more mail and allowing her to sign up again, even though she says she didnt.
Your business practices and ethics are disgraceful and disgusting.

Sincerely,

******* *****
Business Response
Date: 10/03/2024
Dear ******* *****,

We understand the frustration about this case. We do understand and agree that you did inform this decision, and we did follow the instructions,in this case though, Mrs. ***** did get in contact with the company and requested the services again. This is based on our records.

At this moment, as mentioned, all is cancelled again,but to clarify, the account was created again because Mrs. ***** requested it on 09/23/2024. We did cancel previous account, but as for any other customer,we cannot deny a service if the customer is calling to get it.

As mentioned before, all is canceled now, and refund on its way.

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

Sincerely,
Customer Support Team
Customer Answer
Date: 10/03/2024

Complaint: 22348138

I am rejecting this response because: she called because she received more mail which she absolutely shouldnt have because when I canceled previously, I requested her to be removed from your mailing list. Stop your mail marketing scams already, its harassment.

Sincerely,

******* *****
Business Response
Date: 10/24/2024
***** *****,

As clarification, yes, all records from Ms. ***** have been removed from mailing list. Payment information and all other personal information as well.

Customer Care
Customer Answer
Date: 10/25/2024

Complaint: 22348138

I am rejecting this response because:
I was told this previously, however; she continued to get mail. I want her placed on a do not sale list also, which I have been told should be available.
Sincerely,

******* *****
Business Response
Date: 10/28/2024
Dear ******* *****,

Once again, we do apologize for any inconvenient caused, still, at this moment, all has been canceled, refunded, and data has been erased from our records. As customer service, I would like to know from you, what else can we do for you to be satisfied?

No more charges will be made, complete refund was sent to you, and we will not get in contact with you.

Hope this helps, we are here to assist you.

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

Sincerely,
Customer Support Team
Customer Answer
Date: 10/28/2024

Complaint: 22348138

I am rejecting this response because:
What you could have done to make me satisfied is followed all of these requests when I asked for them in May instead of me having to go through all of this AGAIN. Be sure no one sales my aunt anything ever again.
Sincerely,

******* *****
Initial Complaint
Date:09/27/2024
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.
Please see detailed explanation below. On September 26, 2024 got a fraud alert from my checking account. A pre-authorized check for 3.49 check to ID Guard LLC from **** *****. Of course was quite disturbed to see all my banking and personal information being used unauthorized. I responded to my banks fraud department immediately.Trying to cancel any future payments. ****** any subscription. ****** any accounts to this and any other affiliated business. Can any services immediately. I suffer from a mental disability exacerbated by stress. I know that doesn't mean anything legally. For goodness sakes, please end this now.
Business Response
Date: 09/27/2024
Dear **** *****,

As per your request, your account has been canceled under the cancellation number #****** since 09/27/2024 and the amount that was charged to you has been refunded. There will be no further charges to your account.

As for the refund, we will refund all charges made. Refund will be sent it via check to address: *********************************************************************. You can expect to receive the refund within 7 to 10 working days this.

These charges were not fraudulent charges, according to our records, the service has been provided as requested on 09/24/2024. 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: 09/27/2024

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:09/25/2024
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.
My elderly mother's bank account has had 3 charges -- ID Guard, **********, and Doc Chat -- made monthly through forged checks. She has no relationship with these companies. She reported these charges to her bank as fraudulent, but these businesses should be punished and shut down.
Customer Answer
Date: 09/25/2024
My mother's name is Shirley Cotton.
I am not going to attach her bank statements, but on each one since May, there have been three fraudulent checks submitted for services. The bank (BofA) has confirmed that these do not look like her regular checks and is treating them as fraudulent.
Business Response
Date: 09/26/2024
Dear Betsy Cotton,

As per your request, your mother’s account has been
canceled under the cancellation number #373043 since 09/24/2024 and the amount
that was charged to you has been refunded. There will be no further charges to
your account.

As for the refund, we will refund all
charges made. Refund will be sent it via check to address: 3100 TRADITION CIR
APT 2112, MOUNT PLEASANT, SC, 29466. You can expect to receive the refund within 7 to 10
working days this.

These charges were not fraudulent charges, according
to our records, the service has been provided as requested on 04/05/2024. 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 888-394-0633 if you have any questions.

Sincerely,
Customer Support Team
Customer Answer
Date: 09/27/2024

Complaint: 22332517

This response should pertain to Savers LLC and Doc Chat as well. It will be accepted when the check has been received and has cleared for charges to all 3 entities back to the original date. Also, please provide details of how the enrollment in all 3 services was made. Thank you.

Sincerely,

Betsy Cotton
Business Response
Date: 09/30/2024
Dear Betsy Cotton,

We understand the decision of keeping the complaint
opened until the refund is received. The refund was already sent out, and
should be arrive soon. We will continue on top of this case to make sure the
result is satisfactory.

As for how the account was created, according to our
records (data and call recordings), we received the call from Mrs. Cotton, on Wednesday,
April 3, 2024, at 12:19:12 PM (ET). During this call, Mrs. Cotton requested the services, and
provided payment information. All information was provided to her during the
call.

As mentioned before, all is canceled now, and refund
on its way.

Please feel free to contact us at 888-394-0633 if you have any questions.

Sincerely,
Customer Support Team
Initial Complaint
Date:09/24/2024
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.
Upon reviewing my checking account with my credit union I discovered unauthorized withdrawals in the amount of $3.49 (on 8/21/2024) and $44.99 (on 9/13/2024) in the form of checks issued to ID Guard LLC. I contacted ID Guard LLC twice via phone ************* and **************) on 9/23/2024. I asked for an explanation and during both calls I was told I requested their identity theft protection service, but I never heard of this company before discovering the unauthorized charges and never requested any service. I also never received any confirmation email that I requested this service. I then asked them to cancel this service and refund the money they took from my account, but they refused on both counts. It's amazing this company is legally allowed to operate with these business practices that seem indistinguishable from wire fraud. Very frustrating.
Business Response
Date: 09/24/2024
Dear Thomas Toellner,

As per your request, your account has been canceled
under the cancellation number #11364 since 09/24/2024 and the amount that was
charged to you has been refunded. There will be no further charges to your account.

As for the refund, we will refund all
charges made. Refund will be sent it via check to address: 450 VILLAGE CENTER D,
UNIT 414, BURR RIDGE, Il, 60527. You can expect to receive the refund within 7 to 10 working days this.

These charges were not fraudulent charges, according
to our records, the service has been provided as requested on 08/20/2024. 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 888-394-0633 if you have any questions.

Sincerely,
Customer Support Team
Initial Complaint
Date:09/20/2024
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.
After reviewing my checking account, I have become aware of unauthorized charges in the form of fraudulent checks that *************** and ID Guard LLC have been deducting from my account stating that I pre -authorized . I have never heard of these companies; nor signed up for any subscription. This activity began 5-21-2024 with an amount of 3.49 and then subsequently $41.37 and $44.99 each month thru September 18, 2024. After speaking with a representative from the company; there was no resolution. I am requesting a refund for all monies fraudulently taken from my account and whatever account they claim I have; closed immediately.
Business Response
Date: 09/20/2024
Dear ******* ******,

As per your request, your account has been canceled under the cancellation number #***** since 09/20/2024 and the amount that was charged to you has been refunded. There will be no further charges to your account.

As for the refund, we will refund all charges made. Refund will be sent it via check to address: **************************************. You can expect to receive the refund within 7 to 10 working days this.

These charges were not fraudulent charges, according to our records, the service has been provided as requested on 05/16/2024. 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: 09/24/2024

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:09/16/2024
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.
We were charged ***** by a company Ive never heard of and never contacted them.When I called them they gave me the run around.I would like our money back and stop any further charges.
Business Response
Date: 09/16/2024
Dear ******* ********,

As per your request, your account has been canceled under the cancellation number #****** since 06/03/2024 and the amount that was charged to you has been refunded. There will be no further charges to your account.

As for the refund, we will refund all charges made. Refund will be sent it via check to address: ****************************************************. You can expect to receive the refund within 7 to 10 working days this.

These charges were not fraudulent charges, according to our records, the service has been provided as requested on 04/11/2024. 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:09/05/2024
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.
On 9/3/2024 a check was authorized in my name by a company called ID Guard LLC . The company claimed I signed up for this service but I did not sign or authorize anything with this company. There were two checks that were authorized in my name and spelled incorrectly, the first one was for $3.49 on 8/8/2024 and the second one was for $44.99 on 9/3/2024
Business Response
Date: 09/05/2024
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 8/7/2024. 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: 09/06/2024

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:09/03/2024
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.
Ive checked my bank account and saw a check debit for $3.49 cents on 8/1/24 made out to ID Guard. There was another check debit for $44.99 on 8/26/24 made out to ID Guard. There was another check debit for $41.27 8/30/24 to ************ I did not order either of these services and have no recollection of dealing with either of them at all, nor did I supply them with my bank account information. By reading the comments on here, I see they are connected and the people that have dealt with them have gotten no help by calling them. I would like to cancel whatever services these are and get my money refunded.
Business Response
Date: 09/04/2024
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 7/29/2024. 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:08/27/2024
Type:Service or Repair 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.
After reviewing my checking account, I notice an unauthorized check withdrawal for the amount of $3.49 from ID Guard LLC. I called the number listed, ************ I spoke with a woman and explained I have never authorized nor have I purchased any services from them. I also informed her I do not want any further charges withdrawn from my account as this is fraudulent activity. She explained the $3.49 is for a 30 day trial and next months charge would be $38.00 I reiterated to her I have never signed up for the service and the company is not authorized to deduct money from my account each month. The woman on the phone refused my request and basically hung up on me. I later found an email address on their website and submitted a cancelation. I was told someone would call me within an hour to confirm. I never received a call back.
Business Response
Date: 08/27/2024
Dear ***********************,

As per your request, your account has been canceled under the cancellation number #****** as of 08/27/2024 and the amount that was charged to you has been refunded. There will be no further charges to your account.

As for the refund, we will refund all charges made. Refund will be sent it via check to address: *********************************. You can expect to receive the refund within 7 to 10 working days this.

These charges were not fraudulent charges, according to our records, the service has been provided as requested on 08/19/2022. 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: 09/07/2024

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,

***********************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

ID Guard is NOT a BBB Accredited Business.