Complaints

This profile includes complaints for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
• 

  Aura

  10 High St Boston, MA 02110

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  

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:04/02/2025

  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.

  Subject: Formal Complaint Regarding Idenity Guard. Aura the parent company To Whom It May Concern:I am writing to formally document the ongoing issues with my account that was locked down due to suspected fraud. Despite my numerous attempts to resolve this matter, I have encountered significant obstacles that have only compounded my frustration.When my account was initially flagged and locked, I immediately attempted to follow proper protocols to verify my identity and restore access. However, Identity Guard has consistently failed to work with me to resolve this situation. Instead of providing assistance, they have continued to charge my payment method monthly while my account remains inaccessible.This practice of charging customers for services they cannot access due to the company's own security measures is unethical and potentially illegal. I have made multiple good-faith attempts to address this issue through your customer service channels without resolution.I request the following immediate actions:1. Refund of all charges incurred during the period my account was locked 2. Compensation for the time the account was not used (WHICH IS NEVER USED)If this matter is not resolved within 10 business days, I will be forced to escalate this complaint to the appropriate consumer protection agencies and regulatory authorities.I maintain detailed records of all communications and charges related to this incident and am prepared to provide this documentation as needed.Sincerely,***** ******

  

  Business Response

  Date: 04/04/2025

  Were sorry to hear that our service did not meet your expectations. At Identity Guard, we are committed to delivering exceptional service, and we take your concerns seriously. We understand your frustration and sincerely apologize for any inconvenience this may have caused.
  Our records indicate that we spoke with you on April 3, 2025, and addressed your concerns at that time. During that conversation, we processed your account cancellation and issued a refund in the amount of $95.91, which will be returned to the credit card on file.
  If you have any additional questions or need further assistance, please dont hesitate to contact us at **************. Our ************* team is available 24/7 and ready to help.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot contact the company to resolve this. Two things recently happened to me because the security on Aura is too tight. I wanted to open a credit card with ****************. They sent me a notice they cannot because Aura won't let them access my credit score. Also, just yesterday I tried placing an online order with ****** as I ofen do. I just got a message from ****** cancelling the order because Aura blocked them from verifying authorization of $617. So I tried contacting Aura, impossible to speak to a person unless you make an appointment which did for 4 days from now was their earliest appointment for me to talk to a human! Last time I made an appointment, the person never called me. Then I made another appointment and the caller was late to the call by about 2 hours.

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out and sharing your concerns. We apologize for the difficulty reaching us and for any inconvenience this may have caused.
  
  Upon reviewing our records, we see that our team recently assisted you with unlocking your Experian credit file and provided clarification regarding Auras Financial Transaction Monitoring (FTM) feature. We want to reassure you that Aura does not block transactions or credit inquirieswe simply monitor for suspicious activity and alert you accordingly to help keep your accounts secure.
  
  Additionally, wed like to clarify that the phone number you previously called connects to our *********************** which may have caused delays in reaching the appropriate support team. For direct assistance in the future, please contact our Customer Support team at **************, where our agents are available 24/7 to assist you.
  
  We appreciate your patience and value your trust in Aura. If you have any further questions or need additional support, please dont hesitate to contact us.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/13/2025

  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 was charged for the annual subscription by Aura on 2/20/2025. I did not recognize the charge because I htought the company name was Identity Guard. They did provide that info in an email, but I did not see it in time. I contacted my credit card company to tell them i did not recognize the charge. Later i realized it was actually for the service i wanted and contacted my credit card company again to let the charge go through, which it did, for $264.71, on 2/20/2025. I also contacted Aura to tell them what happened. When i talked with them, they offered me to change my contract to a 2 year contract for a slightly less cost, so i did that. However, they cancelled my service entirely instead. So I had two charges for a service that I am not receiving. the 2nd charge of $243.77 which posted to my account on 2/24/2025 was reversed on 3/13/2025. However, the first charge of $264.71 posted on 2/20/2025 remains on my credit card account. I have contacted the credit card company to dispute the charge. and i have tried to contact Aura 3 times and am never able to talk to anyone that can help. they say they will call back but they have not done so.

  

  Business Response

  Date: 03/17/2025

  Were sorry to hear that our service did not meet your expectations. At Identity Guard, we are committed to delivering exceptional service, and we take your concerns seriously. We understand your frustration and sincerely apologize for any inconvenience this may have caused.
  
  Our records indicate that we have been in close contact with you regarding this matter. To resolve the outstanding charge of $264.71 from 2/20/2025, a manual check in the amount of $264.73 was mailed on 03/15/2025 to the address on file.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us at ************. We appreciate your patience and the opportunity to make this right.

  Customer Answer

  Date: 03/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for their Service march of 2022. I was supposed to receive email notfications for a variety of different issues including weekly email. I was also suppose to receive an email before renewals. I received emails for the 1st 4 months and not a single one after that including emails reminding me a renewal was going to occur. I sort of forgot about the service. It was when seeing a renewal charge on my card in march of 2024 (missed the 2023 renewal I was charged as my wife pays the bills) that I remembered the service. I called them up to discuss and pointed out they have not been sending me any emails for almost 2 years. They would not refund the 2024 renewal even though I did not get any renewal email which was selected under my account. I was forced to keep the account active until this renewal. We discussed the no emails but life is busy and I forgot about them again. It was when going through my credit card statements for taxes that i saw the charge and remembered again. I called them today and again brought to their attention that I had now paid for a 3rd year (the 2024 renewal) without any benefit of their service. Logging into the service I see that on august 25th my social security was found on the dark web and on october 24 and 25th notices that the email address for my bank accounts had been found on the dark web. Zero email notifications or text notifications from Identity Guard these issues had occured. I called today to see if account was still active and they said it was until may 10th. When I mentioned the emails again the employee stated he sees where i called in about last year. He put me on hold while he looked into it. He came back on the phone and stated he believed it had something to do with some merger or something and since it was there fault he would give me a discount on a renewal. I have already paid them almost a $1000 for three years of service where they didnt hold up their part. Why would I renew

  

  Business Response

  Date: 03/12/2025

  Were sorry to hear that our service did not meet your expectations. At Identity Guard, we are committed to providing exceptional service, and we take your concerns seriously. Wed like to clarify our services and address the issues you raised.
  
  Our records show that numerous emails were sent to your registered email address, though they may have been filtered into a trash or spam folder. We send alerts when activity is detected, credit score changes occur, and annual renewal notifications are due.
  
  Additionally, our records indicate that you canceled your annual account online on March 29, 2024, which allows your service to remain active until the end of your current term on March 9, 2025.
  
  Cancellation Policy:
  Cancellations may be completed through the member console or by contacting our **************** team. Once an annual account is canceled, it remains active until the end of the billing cycle, ensuring customers can continue to access the full benefits theyve paid for.
  
  We apologize for any confusion this may have caused. As a courtesy, we are issuing a refund of $335.99 to the card on file ending in 4558.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact us at ************.

  Customer Answer

  Date: 03/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:03/10/2025

  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.

  ************************* has been charging my card without my authorization - they charge my credit card monthly for a ***** subscription i never signed up for. but when i contact them to cancel they demand account information that i dont have because im not the person who signed up . they say they are a vpn service and i didnt even know what that was i had to look it up. they just keep charging my card even when i have cancelled my discover card and got a new account number. discover you wont help me because they say cant cancel third party agreements. i am making a complaint because neither Discover nor betternet helped me years ago 2022- when i asked to cancel the charges and their company just keeps giving me the run around -they have received all the information from me, they asked for credit card records, for a list of my emails, my card number 4 last digit s for the Discover cards. But they wont give me any account information than an email address that is not mine

  

  Business Response

  Date: 03/19/2025

  We appreciate you reaching out regarding this matter. After reviewing our records, we received your account cancellation request on March 1, 2025. However, we have no other correspondence associated with the email ***************************** prior to this request.
  As outlined in our Terms of Service, specifically Section 2.2 Automatic Renewals and Cancellations, we are unable to process refunds for charges incurred in 2022. You can review our full terms here: *****************************************************************.
  We apologize for any inconvenience this has caused and appreciate your understanding. If you have any additional concerns or need further assistance, please email us at **********************************************************.

  Customer Answer

  Date: 03/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Of course you dont have anything dealing with my email . When i called the company to cancel their answer was i didnt have an account with them However they charged my card every month. They said without the account information they couldnt cancel or help me. How would i have that information if i was reporting a fraudulent charge?

  So my only recourse was to call Discover and ask for a new card. i thought that would resolve everything. Later i saw the charges again- so i asked Discover to help and they couldnt. i called net again and they made me feel like it was me who forgot the account information. So i started paying off all my credit cards and unsubscribed to monthly charity organizations. 

  I didnt realize that those charges kept being charged because the amount was small- not until now when i paid off my credit. i was at zero balance and then saw the ***** charges. Again look at the email thread- this company would not help me at all. They gas light you by asking all kinds of information but wouldnt give a refund. i still dont know what their services do. They fraudulently kept an account open knowing that i didnt have the information they asked of me to close it.

  I provided proof of charges and my email information. I looked on Reddit and there are many complaints.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 03/25/2025

  Thank you so much for getting back to us. We completely understand how this situation can be a bit frustrating, and we truly appreciate your patience. On behalf of Betternet, we want to extend our sincerest apologies for any inconvenience this may have caused.
  We dont have any phone records since Betternet only offers support through Chat and Email, and we dont have a phone support option.
  The very first contact we received from this email address was on March 01, 2025. We did our best to search for any other communications but unfortunately couldnt find any.
  We would like to let you know that the courtesy refund of $38.97 was processed on March 18. It would be great if you could reach out to your bank regarding the funds.
  If theres anything else we can do to assist you, please dont hesitate to email us at **********************************

• Initial Complaint

  Date:02/10/2025

  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.

  These people do not provide the services they claim. This is a scam under the guise of identity and software protection. They claim to be associated with Lifelock and similar to ******. However, they are just an app designed to take a monthly fee. You cannot put in claims for fraudulent charges or identity theft as they advertise. They claim to offer bank monitoring, but do not catch fraud charges. They simply take your personal information such as banking info and social security number. I caught a fraud charge myself and when I tried to notify them and make a claim, they just gave me excuses and different numbers to call. They take a monthly fee of $32 just to steal your personal information. They do not provide the services they advertise. They also make you call multiple 800 numbers to try to get information or help. When you call the numbers, they tell you your account doesn't exist. If you try to cancel online, they give you a cancelation confirmation, but the email states you cannot cancel online, which makes no sense. I got charged 2 months in a row at $32 for a total of about $64. They did not provide a service for this money. I also don't know how to get them out of my phone. They claim it was canceled and I have unsubscribed from the app, but they still have access to my phone. Please help.

  

  Business Response

  Date: 02/12/2025

  Were sorry to hear that our service did not meet your expectations. At Aura, we are committed to providing exceptional service and take your concerns seriously.
  Wed like to clarify our services and address the issues you raised:
  Financial Transaction Monitoring: This feature does not block transactions directly. If a transaction exceeds the alert threshold and is processed, an alert is triggered. However, if the charge is blocked by your creditor before being processed, no alert is generated since no official transaction is posted.
  Cancellation Policy: Cancellations may be completed through the member console or by contacting our **************** team. Once an account is canceled, it remains active until the end of the billing cycle so that customers can continue to access the full benefits theyve paid for.
  We attempted to contact you to discuss your concerns but were unable to connect. Our records indicate you called on 2/10/2025 to request cancellation. Although you were enrolled in a monthly subscription, we will honor your immediate cancellation request and issue a refund of $64.80 to the card we have on file.
  Thank you for giving us the opportunity to clarify our features and refund policy. If you have any additional questions or need further assistance, please contact us at **************.

  Customer Answer

  Date: 02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. They have agreed to issue a refund. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:02/01/2025

  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.

  This service for parental controls is a scam. The app took full control of my daughters phone, and while it did not allow her to access the apps and websites I had selected, it also did not allow her to use the phone unless she was connected via wifi. The app was forcing a VPN connection and would not allow her to use her data to make or receive calls. This was clearly a safety concern as I expect her to have full functionality while using the apps services. ***** helped us to determine it was the app and not her service. We disabled the app, ensured she did not have any repeat issues, then canceled the service. Because we were outside the 60 day window, we were refused a refund. It is unacceptable to hold a phone hostage and take over its other services and then not accept any responsibility. This company is going to find itself at the center of lawsuit.

  

  Business Response

  Date: 02/04/2025

  We sincerely apologize that your experience with Aura's Parental Control did not meet your expectations. At Aura, we are committed to providing exceptional service and take your concerns seriously.
  
  We understand the challenges you encountered and appreciate your feedback. After reviewing our records, we see that your cancellation request was made outside of our money-back guarantee period. However, as a courtesy, we will cancel your membership and issue a refund of $99 back to the card on file.
  
  If you have any additional questions or concerns, please dont hesitate to contact us at **************.
  
  Again, we apologize for the inconvenience and appreciate your feedback. Thank you for giving us the opportunity to address this matter.

• Initial Complaint

  Date:01/30/2025

  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.

  The date of the charge for services I had no idea they were auto charging was 1/28/25. As soon as I saw the email notice and charge I called on 1/29/25 to request a refund. Apparently they are tricking people into this because I had no idea the account was even active. They already took a full year charge from me for 2024. I called to cancel again on the VERY next day and they said they would escalate the request. Today I received a notice they are not sending the refund. This is absolutely shameful and sickening. They are praying on individuals with re-occuring charges and then not offering refunds past the charged date. They are stealing my money. I do not need their services. I even tried to call back today and they said the same thing. Looking at this BBB history sounds like they are in the scamming business too. How can you rate them with this rating if they have all these complaints??? I HAVE NOT USED ***** SERVICES & THIS WASNT EVEN THE FIRST CHARGE!

  

  Business Response

  Date: 01/31/2025

  Thank you for reaching out and sharing your concerns about the renewal process. While some of our products offer a money-back guarantee within a certain time frame from the enrollment date, please note that, per our Terms of Use (available on our website and customer console), renewal charges are non-refundable.
  
  To help customers manage their subscriptions, we send reminders before the renewal date so they have ample time to decide whether to continue or cancel their subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, allowing full access to all services during that period.
  
  Regarding your account, our records show that a renewal reminder was successfully delivered on December 29, 2024, and was opened on the same day.
  
  You called on January 29, 2025, to cancel your membership. However, since the cancellation request was made after the billing date, the account was set to cancel at the end of the term. The membership was fully canceled on January 30, 2025, after we received notice from your bank that they refunded the charge following your dispute.
  
  As the financial institution has already reversed the charge, no additional refund was issued.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.

  Customer Answer

  Date: 01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:01/07/2025

  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 first contacted this company before the charge was put fully thru my account. I haven't used this service in the past 6 months due to it not being compatible with my computer. Due to i work from my computer at home i can't have it messing up my settings. Ask for a refund and to make sure its cancelled. As you can see in the emails. By the time i got a response it was already thru my account and overdrafted my account. They denied giving me a refund and say they wont cancel it for a year. They are making me pay for and keep a service that i cannot use for a year.

  

  Business Response

  Date: 01/10/2025

  Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
  
  To help customers manage their subscriptions, we send renewal reminders prior to the renewal date, providing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, ensuring full access to all services during that period.
  
  Despite your cancellation request being made after the renewal date, we remain committed to accommodating your request. A refund of $106.74 has been processed back to the card on file, in accordance with our policy.
  
  If you have any additional questions or need further assistance, please feel free to contact us at **************.

• Initial Complaint

  Date:12/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not accountable for the debt claimed by AURA *******. I have no contractual agreement with AURA *******, and they have not provided the original contract as requested.

  

  Business Response

  Date: 12/24/2024

  We sincerely apologize for any billing issues youve encountered and for any discrepancies on your credit report. Our records show that we attempted to reach you on 12/23/24 and 12/24/24, but unfortunately, we were unable to connect. We did leave voicemail messages addressing your concerns, and a follow-up email was also sent.
  
  After reviewing your complaint, we believe there may have been some confusion. It appears you may have mistakenly contacted the wrong company. We are Aura LLC, a company that monitors your personal information, accounts, and online reputation to alert you to potential threats. We are not affiliated with Aura Financial.
  
  If you wish to address the matter related to your BBB complaint, please contact us directly at ************** (Case #*******). Alternatively, if its more convenient for you, you can reply to our email, provide a contact number, and let us know your preferred time, and we will reach out to you directly.
  
  Thank you for your understanding. We look forward to resolving this matter and assisting you further.