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

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  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:09/17/2024

  Type:Customer Service 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 a paying customer of **********************, an internet security company. I have been unable to reach their customer service department after many attempts. I am left on hold to music for hours and then I am dis-connected. They claim to have 24/7 access for assistance through their customer service number ************** but no one ever picks up tbe phone. I have sent email requesting to get In touch with a specialist and no one none returns a call. I just get an automated emails turning me to their website. This company is not responsive at all.

  

  Business Response

  Date: 12/16/2024

  We apologize for the inconvenience youve experienced in reaching us by phone and email. At Aura, we are committed to delivering exceptional service and resolving any issues to ensure your satisfaction.
  
  Our call volume can be particularly high at certain times, especially due to alert notifications related to the ******************** (NPD) breach. Our records indicate that we attempted to reach you on 8/31/24 and left a message. Additionally, we called you twice on 9/25/24, leaving two voicemails advising you to call us back. We also sent you an email offering the option to respond with a good contact number and the best time for us to reach you.
  
  Thank you for your understanding, and we look forward to assisting you!

• Initial Complaint

  Date:09/15/2024

  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.

  I started a free trial. Used it for a day. Attempted to cancel the free trial. The free trial was not canceled. Charged a monthly fee. Canceled again. Called the company for a refund 4 hours from the time I was charged the monthly fee without using the product at all. Product was not used since the first day of trial. Company would not refund me.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we are dedicated to providing exceptional service to our valued customers. Our records indicate that your refund request was processed on September 20, 2024, and the amount has been credited back to the card on file.
  
  If you have any additional questions or concerns, please feel free to call us at your convenience at **************.

• Initial Complaint

  Date:09/13/2024

  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.

  My landlord gave my information to this company as part of their "resident benefit package", but the service was supposed to be optional. At first, the company just started spamming me with requests to complete my profile, and I assumed that if I ignored them they would go away. However, this week, they emailed me letting me know that they are not only actively monitoring my credit and identity, they also sent out requests with my personal information to a bunch of data brokers. I did not consent to them sharing my personal information, and have never even agreed to use their services. I tried to cancel my apparent membership with them online, but their website said I would have to call them. I called, and the representative there said the only way to close my account would be to have the owner of my apartment building personally call them. They refused to close my account, refused to delete my data, and refused to stop sharing my information.

  Customer Answer

  Date: 09/24/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for any inconvenience caused by your recent experience with Aura. Our records indicate that you were enrolled in Aura through Second Nature. They provided us with your tenant information to enroll you in a membership as part of your housing lease contract. You authorized this enrollment when you signed your lease, and the service is complimentary.
  While the usual process requires customers to contact the agency directly for account cancellation, we have canceled your account as requested on 10/4/2024.
  If you have any additional concerns, please contact us at **************.

  Customer Answer

  Date: 12/17/2024

  
  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:09/12/2024

  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 have no other recourse to cancel the Aura membership. AI chat dodges and deflects the issue. Upon attempt to cancel the membership with Aura online, it states to contact Aura. Membership cancelation error. The issue is with billing. An error was made; I was attempting to pay monthly. Instead, I signed up for a full year. Aura will not cancel my membership. I suspect this company is not legitimate. No one answers the phone! Please cancel the membership. Thank you.

  

  Business Response

  Date: 12/16/2024

  We sincerely apologize for the technical issues youve encountered while attempting to discontinue your Aura service online and while contacting us by phone. We have honored your cancellation request and successfully canceled your account.
  
  If you have any additional questions or concerns, please dont hesitate to call us at **************. Our ************************ is available 24 hours a day and ready to assist you.
  
  Thank you again for your patience and understanding. We truly appreciate your continued support.

• Initial Complaint

  Date:09/04/2024

  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 have been an AURA member for over 2 years or more and annual membership now. So regret I ever signed up with them. I did extensive research before I signed up on their coverage. Even their OWN CEO and FOUNDER of this company describes in his own testimonial on THEIR OWN WEBSITE how he wanted to create a company offering identity theft protection with "comprehensive coverage, since fraud isn't only on big companies and businesses anymore.I was notified of a California business license being put in my name on 8/24/24 by ******. I called the ****************************** the next day and was told this was a legitimate business license dated 3/23/24. I thought I was covered by AURA, but in fact like all companies, they find a reason to deny you coverage even though I have never missed any payment and switched to an annual membership this year. Bad idea. ****** was the first who notified me of this which is a free service, that I requested any website who puts up any information in my name to notify me. AURA NEVER NOTIFIED ME. When I called AURA today to their "white glove service" for help since this was my name and an old address I lived at in late 2015 (now 2024) with my personally identifiable information from the dark web from all the breaches. I was told by not only an employee, a supervisor and then the "white glove manager" that they do not cover you in any way, shape or form for identity theft, fraudulent activity when a fraudulent business puts you on a real business license.They gave me the typical notify your credit bureaus (fraud alerts and freezes for years now) write a notification to the ********************** (I told them I already did this and offered their emails) even Aura manager pulled up the business license on the state's page. I am OUTRAGED after spending hundreds of dollars over the last 2+ years with ARUA they now notify me I am not covered. Be VERY CAREFUL WHO YOU CHOSE TO PROTECT YOU FOR IDENTITY THEFT AND "COMPREHENSIVE COVERAGE"

  Customer Answer

  Date: 09/15/2024

  This is a corrected statement. I tried for a week and a half (approx) to reach someone in leadership with before filing this complaint against Aura. I called over 20+ times, was hung up on repeatedly over and over again and even laughed at by one of the regular representatives and with the following supervisors - *****, ****** (rudest person I have ever spoken to) **** and even paid a website to obtain their leadership emails and 3 different board members. 5-6 different emails were sent to their leadership. NO ONE FROM LEADERSHIP had called ME BACK including their CEO **** ************.

  On 9/13/24, I received an email from Aura. It stated: "SINCE WE ARE NOT ABLE TO MEET YOUR EXPECTATIONS YOUR MEMBERSHIP HAS BEEN CANCELLED AND REFUNDED."

  - As of this morning on 9/15/24 I am only seeing partial refunds of my 2+ years of coverage. As stated on my previous complaint on purpose I recorded every single call with them including the last one with ****** who finally admitted they canceled my policy and not myself like they claimed. This is retaliation in every single way. 

  On purpose when I talked with ****** one of the 3 times prior to filing the complaint she asked if I wanted to cancel. Initially I said "you know what members like me might be tricked into taking this "option" of refunding my membership but I REFUSE TO CANCEL IT, BECAUSE I KNOW YOUR MOTIVE AS MANY PEOPLE ARE COMPLAINING ABOUT THIS ON MANY ONLINE FORUMS. DO NOT CANCEL MY MEMBERSHIP I WILL TAKE THE CORRECTIVE ACTION SINCE YOU ARE REFUSING TO HELP ME." I stated twice to NOT cancel it. I paid for over 2 years, initially monthly with not a single day of lapse. Then a few months ago they offered me a promo for an annual membership. I took the annual membership not knowing anything about this new identity theft case on the 3/16/23 business license. 

  *** I CALLED ******************** DURING MY MEMBERSHIP TO THEIR SO-CALLED "WHITE ************** SINCE I WAS HAVING MULTIPLE DATA BREACHES FOR GUIDANCE. NOT ONE SINGLE TIME DID I EVER FILE A CLAIM FOR ANYTHING WHATSOEVER *** IDENTITY THEFT WITH THE SOCIAL SECURITY OFFICE IS DEFINED AS THE FOLLOWING" 

  SOCIAL SECURITY DEFINITION: "Identity theft is one of the fastest growing crimes in America. A dishonest person who has your Social Security number can use it to get other personal information about you. Identity thieves can use your number and your good credit to apply for more credit in your name. Then, when they use the credit cards and dont pay the bills, it damages your credit. You may not find out that someone is using your number until youre turned down for credit, or you begin to get calls from unknown creditors demanding payment for items you never bought. Someone illegally using your Social Security number and assuming your identity can cause a lot of problems."

  THIS IS EXACTLY WHAT I TOLD THEM. THEY STATED THIS IS THE CORRECT DEFINITION. BUT ACCORDING TO THEM WHICH THEY REFUSED TO EVER GO INTO THEIR ACTUAL "SUMMARY OF BENEFIT INFORMATION" I ATTACHED IT ABOVE. No where on any of their terms and conditions, under any category does it state they do NOT cover an individual like myself for a fraudulent business being placed in my name. They said this was not covered and they only monitor the 3 credit bureaus. My credit bureaus have fraud alerts all over them and have NOT been affected. But now I need to front the money for an attorney in ** to clear this up which was part of my policy. I sent them everything possible from the filings and reports. I also offered to send the police reports locally I pick up this week.

  How can I have any assistance from an identity theft company like Aura with the policy I attached, when they refuse to help me with exactly what I was paying for over 2 years. this business was set up in my name during the terms of my membership. 

  I filed the following complaints - Social Security statement of identity theft, ************* Attorney ************** (Aura is in ****** as you know) *** IC3 report of identity theft which I was not able to attach above due to the other attachments, local police report which will not be ready until after 9/18/24 of my identity theft case, the State of CA ************************ of *** ***** since this case involves a new business license out of the State of CA from an address I lived in 2016. I spoke with the Franchise Tax Board with ** filed a complaint for the fraud. The ********************** Legal team since this fraudulent business is in ** and owes money. 

  ***** VERY IMPORTANT - I RECORDED EVERY SINGLE CALL I HAVE HAD WITH AURA REGARDING THIS. THEY ARE PART OF IDENTITY GUARD. I will send these to the BBB and the other filings if you request them, anything to prove this company lied about their coverage, refused to help me in any way, and then dropped me as retaliation in my opinion. 

  This is the info for the department I am waiting to hear back from the CA side - 

  CA Legal - Sec of state 

   ************

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

  This has absolutely destroyed my life yet again. I isolate myself, do not go out much anymore since I have had so much fraud in my name, I shred everything in filings from the post office, use security features at home on WiFi, and even shred prescription labels to protect me, but obviously no one will protect me. 

  

  Business Response

  Date: 12/16/2024

  We apologize for not meeting your expectations. Our records show that between September 4, 2024, and September 10, 2024, we attempted to assist you with your identity theft concerns by reviewing your personal credit report and identifying related fraud activity, but you declined our assistance.

  As explained during our conversations, we currently do not provide the specific type of service you are looking for. Our services are designed to monitor personal information rather than business-related information, and we are not equipped to meet your current needs.

  We have issued a full refund for all charges associated with your account on September 12, 2024, due to your dissatisfaction with our services. Your account has been canceled, and no further charges will be incurred.

  Additionally, your feedback regarding our current features has been shared with our product team for future exploration.

  Customer Answer

  Date: 12/17/2024

  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. 

  I needed to make very clear that no where in their summary of benefits does it state anywhere an individual person like myself who is NOT a business who has identity theft when a fraudulent business is placed under my identity with complete proof from the CA Secretary of State is not covered. I begged, pleaded, filed 2 BBB reports, filed the ***** and ***** reports along with *** and **** reports on this scam they are running.
  

  An attorney who looked into this for me who is my brother stated I was exactly right when it comes to what they claim they offer in their insurance benefits. 
  

  I asked for over 2 weeks for leadership someone above a supervisor to call me. I have every single call recorded and will turn over to any agency requested. I declined to cancel my membership at least 5 different times because I knew they would do this. They decided to get rid of me after over 2 years (other family also cancelled because of this) and at no point did I request any refund or cancellation. Promised call backs never happened even once  
  

  The definition of identity theft as I asked every representative I talked to isIdentity theft is the illegal use of someone's personal information without their permission. Exactly what I signed up for and expected per their summary of benefits. This is exactly what happened to me. I am a person. Not a business. And yes this affected my credit, finances and took me months to do it myself since Aura dropped me as a customer. 
  
  I attached many documents to both BBB complaints (they months later respond to this one) I am requesting this be made fully public on the BBB website please. Warm other customers of their scam.
  

  I am once again attaching their summary of benefits. They also made their decision without ever allowing me to speak with anyone in their admin related to the benefits. I asked over 13 times. By phone (recorded) and email. At no time did I ever speak to anyone and they sent me an email stating they are dropping me not the other way around like they claim. This company is horrible part of identity Guard. Many, many reviews and complaints of similar issues all over the web. See attachments again. 
  

  I in no way accept Auras claim of what they said happened as it is untrue and unfounded. I should add, I paid money to a website to obtain all of their CEO (Hari) and top executives and board members  I sent 4-5 emails begging for help   Aura supervisor ****** confirmed the emails. Not a single response was ever received  This is still a very active case with the **** and Mass AG  We are in contact  Ajra in NO way helped me in any type of assistance for this identity theft except to say sorry we dont cover that. But their benefits do not say this  

  Regards,

  *****

   

   

  

  Business Response

  Date: 01/03/2025

  As previously explained, our services are specifically designed to monitor personal information, not business-related data. Unfortunately, we are unable to accommodate the coverage you are seeking, as it falls outside the scope of our offerings.
  To address your dissatisfaction, we issued a full refund for all charges associated with your account on September 12, 2024. We truly regret that our services did not meet your needs or expectations, and we sincerely apologize for any inconvenience caused.
  Please know that we have made every effort to assist you, and at this point, we have taken all possible actions within the scope of our services. We appreciate your understanding. 

  Customer Answer

  Date: 01/11/2025

  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. 

  IT IS INTRIGUING HOW MANY MONTHS AND A COMPLETE NEW YEAR HAVE PASSED SINCE AURA REFRAINED FROM ADDRESSING THE MATTER. HOWEVER, THE ***** REMAIN UNDENIABLE: I AM AN INDIVIDUAL WHO SUBSCRIBED TO IDENTITY THEFT PROTECTION SERVICES. I AM NOT A BUSINESS ENTITY, NOR DO I ASPIRE TO BE ONE. 

  NEVERTHELESS, MY IDENTITY WAS ILLEGALLY OBTAINED AND UTILIZED FOR THE GAIN OF ANOTHER PARTY. AS DEFINED BY THE ***********************************, IDENTITY THEFT AND IDENTITY FRAUD ENCOMPASS ALL TYPES OF CRIMES IN WHICH AN INDIVIDUAL WRONGFULLY ACQUIRES AND UTILIZES ANOTHER PERSONS PERSONAL DATA IN A MANNER INVOLVING FRAUD OR DECEPTION, TYPICALLY FOR ECONOMIC GAIN. 
  
  AURA MARKETS ITSELF AS THE LEADING PROVIDER OF IDENTITY THEFT PROTECTION AND EVEN DESCRIBES ITS SERVICES UNDER THE CATEGORY OF ADULT PRICING - PREMIUM IDENTITY THEFT PROTECTION, $1 MILLION IDENTITY THEFT INSURANCE, FINANCIAL FRAUD PROTECTION, AND THEYLL CREATE A REMEDIATION PLAN AND HAND-HOLD YOU THROUGH THE PROCESS UNTIL THE ISSUE IS FIXED. REGRETTABLY, THIS STATEMENT IS ENTIRELY INACCURATE. NO ONE HAS EVEN OFFERED TO ASSIST ME IN RESOLVING THIS MATTER, BUT INSTEAD TERMINATE MY POLICY AGAINST MY WILL TO GET OUT OF PROVIDING ANY OF THE SERVICES ABOVE. 
  
  I MET EVERY SINGLE WORD AND DEFINITION FROM THE *** FOR IDENTITY THEFT, IDENTITY FRAUD 100%. I NEVER ONCE ASKED FOR ANY INSURANCE OR ANY MONEY WHATSOEVER. I SENT THEM ALL OF THE DOCUMENTS, POLICE REPORT, FTC IDENTITY THEFT REPORT, AND THE *** DOCUMENTS WITHIN 48 HOURS OF ME FINDING OUT ABOUT THIS DISASTER. THEIR "WHITE GLOVE" IS A COMPLETE JOKE. I WAS HUNG UP ON NUMEROUS TIMES, LAUGHED AT, AND EVEN SWORN AT BY THEIR "WHITE GLOVE TEAM AND I HAVE IT ALL RECORDED. 
  
  THE SOLE HUMOROUS ASPECT OF THIS SITUATION LIES IN THEIR OWN INTERPRETATION OF WHAT THEY DEFINE AS IDENTITY THEFT AND FRAUD. THEIR POLICY, WHICH I, ALONG WITH A TEAM OF BUSINESS LEADERS AND ATTORNEYS, THOROUGHLY REVIEWED, DOES NOT EXPLICITLY STATE THAT THEY DO NOT COVER INDIVIDUALS FROM FRAUD OR IDENTITY THEFT, PARTICULARLY WHEN A BUSINESS IS PLACED UNDER THEIR IDENTITY. 
  
  NOTABLY, THIS CLAIM HAS SINCE BEEN ALTERED TO BENEFIT AURA. THIS DISCREPANCY ALIGNS PRECISELY WITH THEIR ONLINE ADVERTISEMENTS AND WEBSITE, WHICH HAVE CONSISTENTLY PORTRAYED THEIR COVERAGE AS COMPREHENSIVE. MY MEMBERSHIP WAS TERMINATED BY ****** IN THE "WHITE GLOVE REPRESENTATIVES" THEN SAYING I ASKED TO CANCEL WHICH WAS ANOTHER LIE. 
  
  DESPITE MY REPEATED REQUESTS FOR GUIDANCE ON RESOLVING THE ISSUE. I DID NOT REQUIRE EXCESSIVE LEGAL REPRESENTATION, COURT DOCUMENTS, OR ANY OTHER ASSISTANCE. ALL I NEEDED WAS A COUPLE OF MONTHS, ABOUT ****** PHONE CALLS AND DOCUMENTATION TO THE CA DEPARTMENT OF STATE. THEIR ADVERTISED WHITE GLOVE HAND HOLDING WOULD HAVE BEEN A NICE GESTURE. 
  
  DURING A SINGLE PHONE CALL, I EXPLICITLY STATED TO ******, **** AND ****** THAT I WAS NOT ENDING MY POLICY AND WAS AWARE OF THEIR TACTICS TO AVOID CUSTOMER RESPONSIBILITIES. I HAD NUMEROUS CALLS WITH THE **** ATTOREY GENERALS OFFICE, WHICH WAS SUBSEQUENTLY FORWARDED TO THE *** REGULATORS. I DOCUMENTED THESE INTERACTIONS ON VARIOUS ONLINE REVIEW SITES, HIGHLIGHTING THEIR TREATMENT OF FRAUD VICTIMS.
  
  THE STAFFS TRAINING NEEDS SIGNIFICANT IMPROVEMENT, AND IT IS CONCERNING THAT THEIR UPPER EXECUTIVES, WHOM I CONTACTED VIA EMAIL AND REGISTERED MAIL ON MULTIPLE OCCASIONS, NEVER RESPONDED TO MY CALLS.

  I AM REQUESTING THAT THE BBB OFFICE ANONYMOUSLY PUBLISH THIS INFORMATION TO PREVENT OTHERS FROM FALLING VICTIM TO IDENTITY THEFT COMPANIES THAT OFFER PROTECTION AND PROMPTLY TERMINATE SERVICES WHEN NEEDED.

  Regards,

  *****

   

   

• Initial Complaint

  Date:09/04/2024

  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 09/02/2024, I signed up for a monthly subscription with automatic renewal with a $21.29 charge. There was a computer glitch and a sign up screen went blank and I completed it again. I processed the payment screen again. I was then charged $208.62 for a full year with autopay.I called the company on 09/02/2024, however, it was closed due to the Labor Day Holiday. I called on 09/03/2024 and after waiting for over 3 hours, I requested cancellation via a chatbot for the Annual payment $208.62. Today 09/04/2024, again I am on hold for more than an hour. I do not have time to stay on the phone longer. And due to the inability to speak with a customer service representative, I would also like to cancel the monthly service. Please help me cancel and recoup my $208.62 Start date Sep 2, 2024 Last billed amount $208.62 Last billed date Sep 2, 2024 Billing ID *******************

  

  Business Response

  Date: 09/09/2024

  We apologize for the inconvenience you've experienced in reaching us by phone. Our call volume can be particularly high at certain times due to alert notifications, such as those related to the ******************** (NPD) breach.Our records indicate that you spoke with an agent who assisted you with your cancellation and refund request.If you have any additional questions or need further assistance, please dont hesitate to call us at your convenience at **************. Our ************************ is available 24 hours a day to support you.Thank you for your patience and for allowing us the opportunity to assist you.

• Initial Complaint

  Date:08/30/2024

  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 have made several attempts to stop charges against my account and I am not able to get through to them. I have made several attempts to login to their website but it immediately takes me to a page that does not display any link for me to cancel, stop or edit membership. I have tried calling three different times and I have waited on hold for over an hour each time never speaking to anyone. I want the charges of ***** each month to stop. I do not want their crappy service.

  

  Business Response

  Date: 09/09/2024

  We apologize for the inconvenience you've experienced in reaching us by phone. At Aura, we are committed to delivering exceptional service and are dedicated to resolving any issues to ensure your satisfaction. Our call volume can be particularly high at certain times due to alert notifications, such as those related to the ******************** (NPD) breach.Our records show that a supervisor attempted to contact you to discuss your concerns and left a message. Additionally, it appears you requested a cancellation online. As your account is on a monthly plan, it will remain active until the end of the current billing cycle so you can continue to utilize all the benefits you have paid for.If you have any additional questions or need further assistance, please call us at your convenience at ************** and request to speak with a supervisor. Our ************************ is available 24 hours a day to assist you.Thank you for your patience and understanding.

• Initial Complaint

  Date:08/29/2024

  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.

  hello have taken a 7 days trial subscription with AURA and unable to track the current subscriptions status. have sent emails/tried reaching customer care. but long wait and not able to connect dont want to continue any further subscription or charges with above such poor response experience with the business.my email/ph num listed in this complaint are same as AURA subscription details thanks ******

  

  Business Response

  Date: 09/09/2024

  We apologize for the inconvenience you've experienced in reaching us by phone and email. At Aura, we are committed to delivering exceptional service and are dedicated to resolving any issues to ensure your satisfaction.We understand that our call volume can be particularly high at certain times due to alert notifications, such as those related to the ******************** (NPD) breach. Our records indicate that you have spoken to a supervisor, who was able to confirm the status of your account and verify that it has been canceled.If you have any further questions or need additional assistance, please dont hesitate to call us at **************.

• Initial Complaint

  Date:08/28/2024

  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.

  Hello,This company is billed as a premier data protection and data security troubleshooting company. I subscribed to their service last week on Saturday the 24th August 2024. They guarantee 24/7 availability of on phone support specialists as a subscription feature. Today on Monday August 26, 2024 I was the recipient of a malware attack emailed to my phone around 330pm. Before attempting to use my phones features, which may have compromised me further, I immediately reached out to Aura for the support their service package explicitly guarantees. When I first called I was out on hold for 2 hours, the callback feature offered on their hold line did not work so I lost 2 hours of income time waiting on hold. At the 2 hour **** they disconnected me. No issue with my cell service or operation. They simply disconnected me. My partner and I tried calling them again twice tonight. Again hold for 1 hour and 1 minute and automatic disconnection each time at the exact same **** of 1 hour 1 minute. A company I paid specifically to be afforded specialist support during an emergency (this situation consistituted a valid time sensitive emergency) has failed in every way to honor their contractual guarantee and is behaving in bad faith by rendering themselves inaccessible. On top of this I have lost valuable lead time in remediating and resolving this situation by believing their false promise; rather than being able to seek alternative support for the very situation they promised to support me in, where time is of the essence and will have great determination and bearing on the outcome. This feels so odious I genuinely wonder if this is a legitimate service after all, or another outright scam compounding my already vulnerable data breach situation.

  

  Business Response

  Date: 09/04/2024

  We apologize for the inconvenience and frustration youve experienced with reaching us by phone and the extended wait times. At Aura, we are committed to delivering exceptional service and are dedicated to resolving any issues to ensure your satisfaction. Our call volume can be particularly high at certain times due to alert notifications, such as those related to the ******************** (NPD) breach.Our records indicate that we attempted to reach you and left a message. We are glad that we were able to assist you with your concerns during your subsequent call. If you have any additional questions or need further assistance, please dont hesitate to call us at **************.Thank you for your patience and understanding.

  Customer Answer

  Date: 09/04/2024

  [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:08/26/2024

  Type:Customer Service 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.

  08/15/2024, Since Tuesday August 20, 2024 I have been unable to contact the company by phone, a message continues to repeat, I stayed on the line for 30 minutes waiting for assist with a live person. Same has occurred for 3 different attempts. An e-mail to reset my password would not allow me access and the message said my e-mail account I signed up with was not valid. Their chat feature also was not helpful and was unable to resolve the issue as well. I did inform them thru the chat that I would be contacting the BBB.

  

  Business Response

  Date: 08/28/2024

  We sincerely apologize for the technical issues youve encountered while attempting to discontinue your Aura service online. Unfortunately, we were unable to locate an account under your name. We made two outbound calls and left messages in our effort to assist you.To resolve this matter promptly, please contact us at ************** at your earliest convenience and request to speak with a supervisor. We are committed to addressing your concerns and ensuring that your request is handled efficiently.

  Customer Answer

  Date: 08/29/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ****

  Invoice information

  Invoice # INV-SUID2C-01527367
  Account Number: ************************************

  *************************, ******************************************