Complaints

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:05/11/2023

  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 purchased an annual membership from IDSeal on April 28th. I wanted the membership for not only for the monitoring the feature, but mainly for the **** After installing the app on my iPhone and connecting the *** I noticed that many of my apps would crash. I am not able to use this *** because it doesnt work properly with the systems on my iPhone. I have uninstalled and reinstalled to no avail. My phone is completely up-to-date. I called to cancel the service but I was told that I could not be refunded. If the service does not literally work for me, I would like to be reimbursed at some capacity.

  

  Business Response

  Date: 05/11/2023

  Dear ******************,

  We understand the concern that you are experiencing with the complimentary *** software that comes with your identity theft protection plan. Our specialist offered to troubleshoot the device; however, you denied the assistance indicating that you already performed your own troubleshooting. Our specialists would need to troubleshoot the device to obtain a resolution. In your BBB complaint, you indicated that the *** software is working, and it connected; however, IDSeal is not responsible for third-party apps that *** not be working. As we understand it, the *** software is working on your device based on this submission. Also, the IDSeal Pro-Tec key was used on April 28th; however, no contacts were made to IDSeal until May 10th asking for a refund. This is beyond our refund policy. When are you available for ** to troubleshoot the device? Our office is open from 10 AM to 7 PM EST Monday through Friday. Let ** know during these timeframes and we will make an outbound call to you. This does not guarantee a refund.
  

  Thank you kindly, 
  

  The IDSeal Team
  

  
  

• Initial Complaint

  Date:05/05/2023

  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 RECEIVED MY CREDIT CARD STATMENT AND WAS CHARGED $289.90 WHICH WAS NOT AUTHORIZED. MY HUSBAND AND I SIGNED UP WITH ACN AND AUTHORIZED ACN ONLY. SINCE, EVERYTHING WITH ACN HAS BEEN CANCELLED. I CALLED IDSEAL AND ASKED WHY I WAS CHARGED AND THEY REFUSED TO REFUND CHARGES EVEN THOUGH I CALLED WITHIN 24 HOURS OF RECEIVING STATEMENT. THEY PROCESSED CHARGE ON 4/7/2023. MY STATEMENT DID NOT END UNTIL 4/24/23; THEREFORE, THE 10 DAY NOTICE IS A JOKE.I TALKED WITH A LUIE BEDOOLA WHO SOUNDED LIKE HE WAS IN A BOX (REMOTE WORKING)? COULD BARELY UNDERSTAND HIM. HE ONLY WANTED TO ARGUE THAT HE COULD NOT REFUND BECAUSE HIS COMMISSION? I ASKED FOR HIS SUPERVISOR AND HE SAID NO ONE WAS AVAILABLE TO TALK WITH ME. I ASKED WHO HIS BOSS WAS AND HE SAID *** BUT WASNT ABLE TO GIVE ME HIS FULL NAME. AFTER 30 MINUTES OF HOLDING, ETC. I TOLD LUIE I WOULD CALL CORPORATE BACK.IMMEDIATELY, I CALLED CORPORATE BACK AND I GOT ********* SHE TOLD ME NO REFUNDS ARE AVAILABLE AND I ASKED TO SPEAK TO HER SUPERVISOR. AFTER 15 MINUTES ON HOLD WITH HER, SHE SCHEDULED *** TO CALL ME AT 3:00 EASTERN. *** CALLS ME AND I ASKED FOR HIS FULL NAME. RELUCATANTLY, HE SAID *******. I ASKED FOR HIS BOSSES NAME AND HE REFUSED TO GIVE ME ANY CONTACT INFO. I EXPLAINED TO HIM THAT HIS CEO AND OTHERS NAMES WHERE LISTED ON THIS BBB PAGE AND HE WOULD NOT GIVE ME ANY WAY TO CONTACT THEM. HE SAID I COULD ONLY GET A RESPONSE FROM THEM THRU FILING THIS COMPLAINT. I ASKED FOR THE REFUND AGAIN AND I ALSO, ASKED FOR AN EMAIL TO CONFIRM THAT MY ACCOUNT HAS BEEN CANCELLED AND IT TOOK 15 MINUTES FOR THIS EMAIL TO BE RECEIVED.THIS COMPANY HAS HAD THIS ISSUE WITH MULTIPLE CONSUMERS. I HAVE DISPUTED THE CHARGE ON MY CREDIT CARD AND ALSO NOTIFIED THE CONSUMER PROTECTION DIVISION OF ************** ABOUT THEIR BUSINESS PRACTICES. AS YOU CAN SEE HERE, MANY ARE HAVING THE SAME ISSUE AND ALL THEY WILL DO IS KEEP YOUR MONEY!!!! TERRIBLE BUSINESS ETHICS AND PRACTICES!! RUN, RUN, RUN.DO NOT DO BUSINESS WITH THIS COMPANY!!!!!

  

  Business Response

  Date: 05/05/2023

  Dear *******************,
  
  Thank you for your feedback.
  
  We understand that you are concerned about the charge to your credit card for your IDSeal subscription. We want to assure you that we sent you a standard 15-day advance renewal notice on March 23rd, 2023. We also sent you your annual recurring payment receipt on April 7th, 2023. You accessed this receipt twice on the same day.
  
  We understand you did not contact us until May 4th, 2023, 28 days from the renewal date. However, we are not responsible for your credit card statement, and IDSeal has nothing to do with the credit card statement period that youve indicated in your complaint.
  
  We cannot refund your IDSeal subscription, as you knew about the recurring charge.
  
  As a former ACN IBO, you would have known that IDSeals orders are taken on our website and not directly through ACN. When you placed the order, you agreed to IDSeal's Terms and Conditions by checking the box that allows the order to be submitted, and for us to charge your card on a recurring basis until you cancel. Its written that our services are recurring; we gave you advance notice of the renewal and provided you with a receipt you accessed twice.
  
  Thank you for understanding. 
  
  The IDSeal Team
  
  

  Customer Answer

  Date: 05/05/2023

   
  I am rejecting this response because: as I informed ********************* on 5/4/23 during our phone conversation I have not received any emails from IDSeal since 1/12/23. Also, I questioned him that if an email from them was accessed two times why was that not monitored by them. They are to monitor my identity and emails fraud etc? He had to send me the emails on 5/4/23 so I would have a copy for my records since I had not previously received them. I was not aware that the charge would be recurring. As I also stated to ***, my husband was not charged on his card and his service was not auto renewed and better not be ever!
  
  

  

  Business Response

  Date: 05/05/2023

  Hello *******************,
  
  Thank you for following up.
  
  Upon your request, we sent you the receipts as a courtesy, even though you did receive the previous emails and accessed the contents according to our system. The billing emails are separate from the identity theft emails; they are from different systems and are unrelated. We cannot discuss your husbands account details with you. He would need to add you as an authorized user so we can provide billing details. We cannot issue a refund to you.
  
  Thank you, 
  
  The IDSeal Team
  
  

• Initial Complaint

  Date:03/31/2023

  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 saw that I was charged for IDSEAL when I looked at my credit card statement. I never used this service after signing up so I called to cancel it. The representative refused to cancel it because I was past the 10 day window. When I told him I had no idea it was renewing until I saw my credit card statement and I no longer want it he said we will cancel it with no money back. I asked to speak with someone who could cancel it because I don't want or need this service and should not be forced to pay for it. He said an email was sent out to renew which I never received. All I want is my money back for a service that I've never used. I'm extremely disappointed. I just want my $289.90 back and to be done with this company.

  

  Business Response

  Date: 03/31/2023

  Hello **************,
  
  Thank you for your feedback.
  
  All our valued customers receive a standard 15-day advance renewal notice. The notice was sent to you on February 23rd, 2023. Our system indicates that you opened the renewal email the same day at 7:10 AM EST. The auto-renewal charge took place on March 10th, 2023. You contacted us on March 31st, 2023, requesting a refund which is outside of the refund ************* This is 22 days later from the auto-renewal invoice date and more than 30 days from when you opened the Auto-Renewal email indicating that you would be charged on March 10th.   
  
  We greatly value our customers and do all we can to assist whenever possible. Please feel free to contact our ************************ again if you have any other questions.
  
  Kind regards,
  
  The IDSeal Team
  
  

  Customer Answer

  Date: 04/03/2023

   
  I am rejecting this response because:

  I should still be able to get a prorated refund and not have to pay for a full year of service I dont want.  This is a very poor business practice and would think if someone wanted to cancel your service you wouldnt force them because they missed your window by 7 days.  This is a very good example of poor customer service.

  
  

  

  Business Response

  Date: 04/03/2023

  Dear **************, 
  
  We understand the concern; however, we did provide ample notice of the renewal. There was enough time to contact IDSeal from when you read the renewal email to when you got charged. When we did charge your card, you received a receipt. You notified us 20+ days after the charge asking for a refund. The terms and conditions you clicked/acknowledge provided notice that the subscription is recurring and the payment amount is non-refundable. We do not offer a prorate when someone cancels services during the subscription period.
  
  Thank you, 
  
  IDSeal