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:08/14/2024

  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.

  Attempting to cancel your Aura subscription through the website does not work, despite there being a "cancel membership" option under account settings as well as a guide saying you can. I attempted to cancel my free trial before being billed for a 1 year subscription but couldn't, now I am being charged $144. Trying to call the Aura support number resulted in no help as no one picked up.

  

  Business Response

  Date: 08/16/2024

  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.

• Initial Complaint

  Date:08/14/2024

  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 signed up on April 18th 2024 for credit card monitoring. Ever purchase I made with my debit card was not reported to me until four days after the transaction. I could have been robbed in those four days and would not have known when I called to cancel my subscription on July ******* they would not give me any money back after I had paid for a year in advance, they could not give me a explanation on why I was not notified immediately after each debit transaction on my account. I shouldn't have to pay for a service that they can not provide. This is the reason I signed on is to be notified immediately in case there was suspicious activity on my account. They claimed when selling me this plan that's what I would have. Well it didn't do ne any good four days after the transaction.

  

  Business Response

  Date: 08/16/2024

  We sincerely apologize that your recent experience with Aura fell short of your expectations. At Aura, we are committed to delivering exceptional service to our valued customers, and we are dedicated to resolving any issues to ensure your satisfaction.Our records show that we reached out to explain the Financial Transaction Monitoring feature and confirm that your membership has been successfully canceled. Additionally, a refund of $280.76 has been processed and credited back to the card we have on file.Should you have any additional concerns or questions, please do not hesitate to reach out to our dedicated ************************ at **************.

• Initial Complaint

  Date:07/29/2024

  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.

  Purchased one month subscription for parental controls. It was supposed to be a 2 week free trial but we were charged immediately. The app does not work. Flagged content is not reported to parent app and child can remove the vpn in 3 clicks, rendering the app useless. I asked for a refund- was denied twice even though it should have been a free trial, and was used for less than 24 hours before cancelling.

  

  Business Response

  Date: 08/01/2024

  Thank you for sharing your concerns regarding our refund policy. As outlined in our policy, monthly plans are non-refundable, and the plan remains active until the end of the billing cycle even if canceled.However, in response to your situation, we have issued a refund for the monthly charge to the card on file.We appreciate you bringing this matter to our attention as it helps us improve our services. If you have any further questions or concerns, please dont hesitate to reach out to our dedicated ************************ at **************.

  Customer Answer

  Date: 08/01/2024

  [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:07/11/2024

  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.

  I hired Aura because they were supposed to be great at protecting your bank accounts and monitoring transactions and they had an Insurance Company to back them up in case of Identity Fraud. I had a couple of Bank Accounts that was hacked.They had an Insurance Company - *** that was supposed to help with reimbursement of lost funds. I filled out all the information as requested and returned the paperwork. It was turned down due to the timing. This occurred and I kept in touch with them giving them all the particulars.I have waited and now they have another Insurance Company - Assurant. I filled out all the paperwork as requested and they are now telling me that it is too late, because i was not an active member on the date of loss. It is not my fault that they changed insurance companies and didn't tell **** am questioning why all of a sudden they have another Insurance company and when I contacted Aura, the people that I talked with didn't even know that there was another Insurance Company and kept telling me to contact ***. This is the most runaround that I have ever had with any company that I have ever dealt with. All I am looking at is the refund of $10,600 and my lawyers' fee in the amount of $3,500 You can never get in touch with any supervisor to speak with and, when I did get an email from one, she told me to contact *** and she didn't even know about the new Insurance Company.They have a million dollar insurance and they don't even honor it.

  

  Business Response

  Date: 07/29/2024

  We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we are committed to providing exceptional service to our valued customers. Our records indicate that you have filed a claim with *** and also with Assurant. Please note that Aura partners with an insurance provider to offer this benefit, and we do not determine the outcome of the claim. The Identity Fraud Expense Reimbursement benefit is underwritten and administered by American Bankers Insurance Company of Florida, an Assurant company, under a group policy issued to Aura and its affiliate company Members. For a complete copy of the Policy as issued to Aura, please contact Assurant at **************. You can also find additional information on our website regarding the Insurance Summary of Benefits. American Bankers Insurance Company of Florida handles all claims administration, and Aura bears no responsibility to Members regarding the Identity Fraud Expense Reimbursement benefit. Should you have any additional concerns or questions, please do not hesitate to reach out to our dedicated ************************ at **************.

  Customer Answer

  Date: 07/30/2024

  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,

  ******

   

   

• Initial Complaint

  Date:06/22/2024

  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.

  Tried canceling before trial ended. Chat didnt work, phone call couldnt guarantee anything and was extremely rude, sent email and told could take 48 hours. Tried canceling online for over an hour.

  

  Business Response

  Date: 07/01/2024

  We sincerely apologize that your recent experience with Aura did not meet your expectations. At Aura, we deeply value our customers, and providing exceptional service is paramount to us. Your feedback is immensely valuable as it offers crucial insights into the customer experience and highlights areas where we can make improvements. We regret any inconvenience this may have caused you.We appreciate you bringing this matter to our attention. Moving forward, we will ensure that our website is available for our members to request cancellations.Please note that your membership has been closed, and a refund has been processed back to your PayPal account as per our records.

  Customer Answer

  Date: 07/01/2024

  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 was ensured over and over that the account was cancelled and it took a lot of time and effort to get a response from you. I also never got a phone call from me requesting help! It was cancelled prior and I had not planned on the money being taken out!
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 07/10/2024

  Thank you again for your feedback. Please do not hesitate to contact our dedicated ************************ at ************** if we can be of further assistance to you.

• Initial Complaint

  Date:06/18/2024

  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.

  We purchased Circle a number of years ago to help with parental control over electronic devices in the home. We have been using it with reasonable satisfaction. Meet Circle had an online chat service that was easy to use to resolve problems. About six weeks or so ago, I noticed I was signed out of my meet circle app, which I used to make control changes to the various devices. When I tried to login nothing happened. I went to the meet circle webpage to access the chat and discovered there was no longer a live chat, despite what the webpage says. I could only send a message. Meet Circle would respond in a few days via email providing instructions on how to resolve the issue. I followed those instructions. To this day, we do not have access to the app in order to make changes. I have called the Aura tech support number twice. The first time, the representative had no idea about help for Circle. He said he would get back to me and did not. I called back but did not receive help either. Aura is not providing the service we purchased. The support.meetcircle.com web page states "Circle is now part of the Aura family!" and yet there is no customer service to resolve problems.

  Customer Answer

  Date: 07/01/2024

  I have not heard from Aura in response to my complaint. What I believe happened is that they had ****** ********************************* a company Aura acquired, which originally provided customer support for us and was very responsive through live chat or phone calls. I responded to ****** on 6/20/2024 that the problem has not been resolved. I asked ****** to call me. She continues to communicate only by email. I have now responded to ******'s second email. Please keep checking with Aura to follow up on this case. I am grateful.

  

  Business Response

  Date: 07/01/2024

  We apologize sincerely that your recent experience with Aura did not meet your expectations. At Aura, we highly value our customers, and delivering exceptional service is our top priority.Your feedback is incredibly valuable to us as it provides insights into the customer experience and helps us identify areas where improvements are needed. We sincerely regret any inconvenience this may have caused you.Currently, all support for Circle is handled via email. After reviewing your ticket and Circle configuration, we understand that you require assistance with retrieving your password from Circle. We also acknowledge that there was incorrect information regarding live support hours.We appreciate you bringing this matter to our attention. Moving forward, we will ensure that our website displays accurate contact information for our members.Upon reviewing our email correspondence, we see that initial troubleshooting steps were provided. Since these did not resolve the issue, we requested further information to investigate further. It appears the issue may be related to an incorrect email address used during the password reset request.Please accept our apologies once again for any confusion or inconvenience caused. We are committed to resolving this matter promptly and ensuring you receive the support you need.

  Customer Answer

  Date: 07/08/2024

  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 have had multiple email exchanges with Circle Support. They told me they are having problems with the Circle App on androids. They sent some instructions to try. That did not work. This morning, Circle Support wrote and asked for my phone number. They would like to make an appointment with me to call me in order to resolve the issue. I began this process in May asking them to call me and they refused. I believe it is only because of BBB's intervention that Circle Support finally agreed to call. I do not know yet if they will resolve the issue with using the app on my android. I hope we can resolve this by the end of this week.

  Regards,

  ******

   

   

  

  Business Response

  Date: 07/29/2024

  We apologize that our communication has not met your expectations. Upon reviewing our recent interactions, we had a scheduled call but did not receive confirmation of the timezone to ensure we connected at the correct time. As a result, when we called on July 10th 3:00 PM July 10th CST , there was no answer, and we left a voicemail. Subsequently, after receiving no response to the voicemail, we sent an email on July 10th at 3:04 PM CST to reschedule another call, but did not receive a callback. To address this issue, we have contacted all the email addresses we have on file, including one sent on July 24th at 2:24 PM EST, to schedule another call. During this call, we can assist you with troubleshooting again. Previously, there was an Android issue that has since been resolved for all other customers experiencing similar problems.

• Initial Complaint

  Date:05/22/2024

  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.

  I am more than angry now and truly outraged. I have been a very happy customer with ********************** Antivirus and swear by it without hesitation. However, today, I made a purchase on **** of three items with each of them costing less than $1,000. I would never have suspected that buying all three together would have me harassed mercilessly, and I am more than shocked that it came from Aura. I really have to ask why this happened to me. If there had been some sort of legal procedure that I had to follow, I would have appreciated having it explained to me so that I could do what is required and not have any trouble nor get into any legal tangle with anyone. I am a disabled senior and received a totally legal payment that was in my bank account and if I did something that needed extra processes, telling me what I should do would have been sufficient. Throwing a series of screens in front of me that sounded very menacing was not something that I deserved. I am a law-abiding citizen. I paid with money that is legitimate and I have documentation to show that a large sum of money was paid to me by a well-established law firm. I never dreamed in my worst nightmares that I would have to endure such an attack, and I want to know what did I do wrong and how I could correct what I did wrong. There is a civilized way to talk to a person who may not have extensive legal knowledge, but I did not experience that today at all. I am trembling right now. I do not feel I deserved this attack. There is a kinder way to talk with a person who may not know all the intricacies of legal processes. That was certainly NOT what I experienced today!!!

  

  Business Response

  Date: 05/30/2024

  Good morning ************, we apologize for any confusion or concern caused by our Financial Transaction Monitoring feature. Our records show that a supervisor reached out to you to discuss your recent alert and provide a clear explanation of how the feature functions. If you have any additional concerns or questions, please don't hesitate to contact our dedicated ************************ at ************.  

• Initial Complaint

  Date:04/11/2024

  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.

  This company auto renewed my membership on 4-4-24 and refused to refund my membership when I cancelled on 4-5-24. They claim they sent an email about the renewal 30 days in advance but I have no record of that. I have had nothing but problems with Aura services on my computer. When I received a message that I needed to perform an update, I could not get the program to comply and when I could not access the internet due to Aura not updating, I had to delete the program to get to the Internet. In addition, without notice or reason, Aura discontinued monitoring both mine and my wife's SS numbers for violations.

• Initial Complaint

  Date:04/03/2024

  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.

  I cancelled service on March 28th and the company informed me because the service automatically renewed the day before on March 27th I am not getting the money refunded to me because its on auto renewal. I find it upsetting that I am out all that money for a service I cancelled. It was ****** dollars which is a lot of money on a fixed income.

  

  Business Response

  Date: 04/11/2024

  Dear ********************, thank you for sharing your concerns about our refund policy.Aura annual plans have a 60-day money back guarantee from time of enrollment and renew yearly unless canceled prior to the renewal date.Renewal notices are sent to customers at least ************************************************************************************ cancel the service.Cancellation may be performed through the member console or by calling our **************** team. Accounts canceled remain opened until the end of the billing cycle so that customers may use all the benefits they have paid for.Thank you for giving us the opportunity to share information about our refund policy and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements. Even though your cancellation request was made after the renewal date, we will honor your request. We have canceled the membership and issued a refund in the amount of $216.24. If you have any other concerns about the features being provided, please call our ************************ at *************.

• Initial Complaint

  Date:04/02/2024

  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.

  Aura has my SSN and I did not give this to them. They will not tell me who gave them my SSN and how can I be assured that no one else can have my SSN

  

  Business Response

  Date: 04/10/2024

  Good afternoon ****************, thank you for sharing your concerns about the fraudulent enrollment. Our records indicate that essential information, such as your date of birth or social security number, was not entered during the process. We want to assure you that your account was promptly cancelled and fully refunded. Additionally, if you desire extra peace of mind, we can perform a data deletion from our database. Please feel free to call and arrange for this additional step. You may contact us at **************. Our ************************ is open 24/7/365.  Thank you ****************