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

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  10 High St Boston, MA 02110

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  

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:12/11/2024

  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 went on Aura's site to register for Credit Monitoring. I signed up for 2-Adults @ $20 00 + tax=$21.4 for the Monthly Payment plan. Aura charged my ****** account for the $21.40. Aura turned right around and charged my ****** account $196.88 for a Yearly Payment for 2 adults without my permission or conscent! Then when I called the CS person said that happens some time. Bur she beleive the CS person I spoke with made the charge! Either way I did not authorize the $196.88 yearly payment. Now, they tell me that I have to wait 5 to 15 days to get my Refund! This is totally unacceptable! I need my money Returned a little sooner than that!Very uncomfortable customer!I will be Cancelling ASAP!Bad for Business!***** *******

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out and sharing your concerns. At Aura, we take all feedback seriously and are committed to ensuring a seamless and transparent experience for all our members. We sincerely apologize for any confusion or inconvenience this situation may have caused.

  Upon reviewing your account, we confirmed that a plan change was made on the same day as the enrollment date using the ****** Chrome browser on an Android device. This change automatically updated your subscription to an annual plan, resulting in the corresponding charge.

  We understand this may not have been your intention. To resolve this matter, we have processed a full refund for both the annual and monthly charges (totaling $218.28), and the account has been canceled to prevent any further billing. Additionally, on December 13, 2024, we attempted to contact you directly to discuss the matter but were unable to reach you.

  If you have any further questions or concerns, please dont hesitate to contact us at **************. We value your feedback and appreciate the opportunity to address this issue promptly.

• Initial Complaint

  Date:12/10/2024

  Type:Sales and Advertising 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.

  As far as I am concerned I cancelled my subscription to Aura. I sent an email that informed that I no longer wanted their service. They were happy to take my money on computer only but now they said I had to call them to cancel. I removed all their software from my computers and I thought that was enough. They are saying they aren't going to refund me even though I am no longer using their service. Since when does a company get paid for nothing. I am a senior citizen who is retired and I think this is a scam.

  

  Business Response

  Date: 12/12/2024

  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 before the renewal date, allowing 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, providing full access to all services during that period.
  Regarding your account, our records indicate that a renewal reminder was delivered on October 9, 2024, and opened on the same day. Additionally, we have no record of any email cancellation request submitted by you prior to that date.
  You contacted us on December 9, 2024, to cancel your membership. 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 December 11, 2024, 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 further questions or need additional assistance, please dont hesitate to reach out.
  If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.

• Initial Complaint

  Date:12/07/2024

  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 called in the day that my subscription was set to renew and was told they would not be able to cancel my subscription because I need to notify them one day before expiration. I find it interesting that although they send me spam emails all year, the critical information is sent by text and the renewal notification was never passed through the text notification.

  

  Business Response

  Date: 12/12/2024

  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 $240.00 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:11/25/2024

  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 received a charge on my account on November 8, 2024 for the annual renewal. I immediately called (within the hour) to cancel my subscription. The employee on the phone said that my cancelation would go through since it renewed less than 2 hours prior and I would be refunded the full amount. I waited 2 weeks and the amount was never refunded. I called again on November 25, 2025 and was told that they don't do any refunds and that they sent an email 30 days prior to my renewal as a reminder (which I never received). This company's refund policy is beyond absurd. I can cancel an annual renewal of a streaming service and get partial or full refund during a yearly subscription but a "top-rated" cyber security company has a zero-refund policy even when the cancelation has occurred within hours of the transaction?

  Customer Answer

  Date: 12/05/2024

  [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:11/18/2024

  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.

  Transaction date: 11-15-2024 Amount $194.27. Account ******************************-************** AND invoice #INV-IDGSUI-02205858.The company was supposed to have canceled my membership and promised not to charge for another annual membership fee. I had the same problem with them last year. I called to cancel and they told me I had to submit a request to cancel at least 30 days ahead of the end of the annual cycle. They would not let me cancel. Instead I had to the annual fee and keep a service I did not want. At that time, I was told I could request cancelation for the next annual renewal (*******) while on the phone with them. I DID request they CANCEL my membershop and was promised there would be no further charges to my credit card and services would stop. They did not keep their promise to me and once again, I am faced with services for an entire year that I not longer want or need simply because they refuse to cancel and refund my money. I was unable to get help on the phone. I sent an email to them reminding them that I canceled the service last year. The standard reply was that they will get back to me in 48 hours. They are extremely difficult to do business ******* bank is issuing a dispute and will do what they can to help. I am asking for your help to cancel the service once and for all and get a refund of the amount they have charged my credit card. Thank you

  

  Business Response

  Date: 12/12/2024

  We apologize for any inconvenience you may have experienced and thank you for reaching out regarding your subscription renewal and refund request.
  
  To ensure our customers have ample time to manage their subscriptions, we send renewal notices at least 30 days prior to the renewal date to help you decide whether to continue or cancel the service.
  
  Upon reviewing your account, we found no record of a cancellation request last year. However, we have honored your request and issued a refund of $194.27 on 11/26/2024. We also attempted to contact you to notify you of the refund and address any additional concerns, followed by an email.
  
  If you have further questions or require additional assistance, please dont hesitate to call us at ************** and request to speak with a supervisor.

• Initial Complaint

  Date:11/16/2024

  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 have made numerous attempts to contact Circle and Aura to cancel my subscription to Circle Parental Controls over the past few weeks. I cannot cancel in the app. The app directs me to contact customer service. The chat is automated and no one from the company has replied to my five separate emails. All I want is to have a human contact me and confirm that my subscription is cancelled and that my credit card will not be charged.

  Customer Answer

  Date: 11/27/2024

  [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:11/14/2024

  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.

  Purchased a *********** from UltraVPN, for $178, last November. The service was canceled a couple of days later during the trial period. Now, they just charged my son's Greenlight card $178 for a renewal. I contacted Ultra VPN. They said there is no account, they are unable to refund me. I have sent them screen shots of the charge to my son's card. They are not disputing that they erroneously charged my son's card. But, for the last two weeks and about 18 emails later, they keep giving me the run around. They tried to tell me to seek the refund from Identity Guard. I have never purchased anything from Identity Guard. I even called them and they confirmed they had no information regarding any account in my name or my son's name. Then they said they would bring this issue to the escalation team, then it went to the billing team, now back to the escalation team. I would just like to recover the $178 that was taken from my son's Green light card. The purchase was made through the Ultra VPN website, then canceled. They keep telling me they can't refund me the money because there is no account. Even though there is no account, because it was canceled, they were still able to charge my son's card, but seem unable or unwilling to refund the money they took for no service being preformed. Please help, as their run around is becoming exhausting. Thank you for your help.

  

  Business Response

  Date: 12/16/2024

  Thank you for reaching out regarding your recent experience with UltraVPN. We understand how frustrating this situation has been for you, especially since you've reached out multiple times without resolution.

  We want to assure you that we take matters like this very seriously. After carefully reviewing your account and the details provided, we can confirm that the $178 charge on your sons Greenlight card for the *********** has been refunded. You should see this transaction reflected in your account within the next few business days.

  We sincerely apologize for the inconvenience youve experienced and greatly appreciate your patience as we worked to resolve this issue. If you have any further questions or need additional assistance, please dont hesitate to email at ********************************.

• Initial Complaint

  Date:11/14/2024

  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.

  On 11/2 I received an email confirmation about renewing my subscription of which I contacted them and cancelled. on 11/14 I saw the $312.00 on my credit card I phoned them and was told my subscription was cancelled however not until next year or I could reduce my coverage and get some refunded I told them I had canceled when I received the email and was informed, I needed to cancel 30 days before.

  

  Business Response

  Date: 12/06/2024

  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 ***************** 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, it was fully canceled on 11/15/24 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 further refund was issued.If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.

• Initial Complaint

  Date:11/13/2024

  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.

  11-13-24 about *****pm est. Billed me again after cancelling their service multiple times. This has been going on for Months. ***** is approximately the charge. Their app doesn't work and no one there knows how to do anything. I want my money back from the last several months that they have stolen from me.

  Customer Answer

  Date: 11/24/2024

  [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:11/10/2024

  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.

  On August 12, I signed up for services thinking it was an 7 day free trail. Instead, it was an 12 month service for $299.88 and was charged to my credit cards. After this charge, I immediately contacted support and said that this was a mistake because it was supposed to be a free trial. I was told it wasnt and that I am stuck with the one year service ending in August ******* I called my credit card company, *********, to dispute the charge and in September, ********* determined that I would not get refunded because I am receiving services from Aura. Whatever, fine. Ill keep the services. So I logged on to my Aura account, only to find that my Aura account has been cancelled in August and I do not have an active membership, YET I was charged the full amount of $299.98 through August 2025 and never *********** I contacted Aura again except this time, no one answered me. I also disputed the charge again with ********* to let them know I should be refunded because I dont have an active service with Aura but ********* still determined I was responsible for the charge and will not be refunded even though my services is canceled and inactive.Ive tried logging in several times, and each time it says I do not have an active membership and is redirected to sign up, even though I have paid services through August 2025.This is a complete fraud. From the free trial to now, not providing services even though a payment transaction was made. I am demanding a full refund from Aura and/or ********* to reverse the charge.Please refund immediately.***** ****

  

  Business Response

  Date: 12/16/2024

  
  We sincerely apologize for any inconvenience caused by your recent experience with Aura. Our records indicate that a *********** Lead reached out to you, your issue was resolved, and a manual check for $299.88 was mailed on November 14, 2024.

  If you have any further questions or concerns, please dont hesitate to contact us at **************. We truly value your feedback and appreciate the opportunity to address this matter promptly. Thank you for allowing us the chance to make things right.