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:01/25/2024

  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.

  This company said I won a 250 prize & that I had to sign up for a membership to get it but after I signed up I wasn't able to redeem my prize. I called to complain so they said they were sending me a new redemption code but it never came. So I know it was a *********** need to be stopped.

  Business Response

  Date: 02/12/2024

   

  I appreciate your bringing this issue to our notice. At Privacy Patrol, we specialize in Identity Theft Protection and uphold a commitment to transparency and customer satisfaction, including a flexible 100% cancellation policy.

   

  Our records confirm ******************************* recent membership, initiated in December 2023, following her response to our direct mail campaign. She engaged with our services by calling to enroll in our identity theft monitoring program, designed to alert consumers to potential threats. As part of her membership, ************** received a $250 reward, redeemable online, which was dispatched to her residence.

   

  Upon enrollment, ************** was informed of the 30-day trial period, after which she had the option to continue at a monthly rate of $29.85. She chose to provide her **** card details (ending in ****) for automatic payments, alongside her contact information, cell# ************, for membership communications.

   

  Recently, it emerged that the card used by ************** belonged to her mother, used without consent. Following a discussion with ****************** mother, *****************************, we have terminated ****************** membership and advised ****************** on pursuing recovery actions. Ms. ******** number for reference is ************, which she proactively provided to us.

   

  We assure you there was no intention to deceive **************. Our A+ rating with the Better Business Bureau stands testament to our integrity. We trust this addresses your concerns, and I am available for further discussion or information as needed.

   

  Warm regards,

   

  *****

  Manager, Privacy Patrol

   

  

• Initial Complaint

  Date:01/21/2024

  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 applied for a ******* gift card then received a call about the gift card the lady told me it would be .99 cents to ship it so I gave her my bank info for shipping and handling and twenty days later I received a letter saying thirty dollars a month would be taken out my account by ********************** so the woman lied and mislead me now they are trying to rob me monthly and won't allow me to cancel

  Business Response

  Date: 02/15/2024

   

  Thank you for bringing this matter to our attention.

   

  Privacy Patrol is committed to providing top-notch Identity Theft Protection. We pride ourselves on transparent practices and ensuring customer satisfaction. To provide some context, ******************************* became a member following a direct mail advertisement she received from us. In December 2023, she responded by initiating contact with Privacy Patrol for our identity theft protection services.

   

  During her enrollment, we clearly communicated the benefits and terms of the 30-day trial membership to both Privacy Patrol and **********************, our home title monitoring service. Post the trial, members can choose to continue with both services at costs of $29.85 and $16.50 per month, respectively. This was well-explained to ******************.   Furthermore, we discussed the convenience of automatic deductions from her checking account or credit card. For transparency,  she provided her MasterCard credit card for this purpose ending in ****. Additionally, she gave us her contact details ( telephone # ************) along with her email address, **********************,  to keep her informed about her membership. Following this, we dispatched detailed order materials explaining the enrolled programs to her via USPS.

   

  In light of the concerns you've raised, we have already taken steps to cancel ********************** memberships in both services and confirm that no charges have been made for these services. We greatly appreciate all feedback and remain committed to maintaining the integrity and transparency that has earned us an A+ rating with the Better Business Bureau.

   

  We trust this resolves the issues you've highlighted regarding ********************** case.

   

  Thank You,

   

  Renee 

   

  

• Initial Complaint

  Date:01/07/2024

  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 don't even know what this is I have never signed up for anything

  Business Response

  Date: 01/26/2024

   

  Thank you for highlighting this issue. At Privacy Patrol, we specialize in Identity Theft Protection and uphold a flexible 100% cancellation policy. Our records confirm that Mr. ***** **** was indeed a recent member, having joined in response to a direct mail advertisement from our company in June 2023. Mr. **** proactively contacted us, enrolling in a service that alerts users to potential identity theft threats.

   

  During his enrollment, we informed Mr. **** of the 30-day trial offer, after which the service could be continued for $29.85 monthly. We clarified the options for automatic monthly payments from a bank account or credit card, and Mr. **** elected to use his Mastercard ending in ****. Following his consent and instructions, we activated the identity theft monitoring service. Additionally, Mr. **** provided his contact details, including phone (###-###-####) and email ************************), for membership communication purposes.

   

  In light of the circumstances, we have terminated Mr. ****'s membership and added him to our 'Do Not Mail' list.

   

   

  Sincerely,

   

  Renee 

  Director of Operations

   

   

  

• Initial Complaint

  Date:12/31/2023

  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.

  My elderly caregiver got something in the mail about a "prize" (their word talking about the mailer he'd called about). I knew nothing of this, but he accidentally put it on my card, not his. Again, he's elderly. Why do you need to put in a card number for a "prize"? Turns out in the fine print I guess it's a credit monitoring system. So, if you don't cancel in 30 days, you get charged. The woman was so nasty on the phone, and despite it being on my debit card, they had to hear it from HIM to cancel it. They are taking advantage of people and with the number of complaints they've gotten, they should be shut down.

  Business Response

  Date: 01/26/2024

   

  Thank you for notifying us of this concern. At Privacy Patrol, we specialize in providing Identity **************** services. Please note that Privacy Patrol maintains a straightforward 100% cancellation policy, ensuring no obligations for our clients. Upon review, our records indicate that the customer in question does not appear to have an active or recent membership based on the details provided. However, we have identified and subsequently cancelled an account under the name of **************, located at *************************************************************. All associated services with this account have been terminated. Additionally, a full refund has been processed to the initially authorized credit card.

   

  We appreciate your diligence in this matter.

   

  Kind regards,

  Renee 

  Manager Privacy Patrol

   

  

• Initial Complaint

  Date:12/13/2023

  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.

  My mother ******************************* has been seeing charges of $18.95 per month taken out of her checking account. They have been on computer generated checks with no signature, just a typed name. The company is Privacy Patrol. Not sure how long they have been doing this. They will not return phone call.

  Business Response

  Date: 12/22/2023

   

  Thank you for bringing this matter to our attention.  Our company, Privacy Patrol, provides Identity Theft Protection.  Privacy Patrol offers a 100% cancellation policy with no obligation.  Our records show this customer as having a recent membership with us with the information that was provided.  In June 2013, *********************************** responded to a direct mail advertisement that she received from Privacy Patrol to subscribe to the identity theft protection services offer by Privacy Patrol.  Specifically, ****************** initiated telephone contact with Privacy Patrol by calling in a monitoring program that protects consumers from identity theft by alerting them to potential identity theft threats.

       During the enrollment process, Privacy Patrol explained to ****************** that she would receive a 30-day trial membership to Privacy Patrol and after which he could either cancel the service or continue with the program at a cost of $18.95 per month.  It was further explained to ****************** that the monthly payments could be automatically deducted from her checking account or credit card, and that ****************** needed to provide her account information to enroll in the automatic payment program, with billing information he did provide.   ****************** decided to use her checking account ending in 6579.  With her authorization and pursuant to her instructions, Privacy Patrol provided the identity theft monitoring as agreed.    In addition, ****************** also provided Privacy Patrol with her address and two telephone numbers, ************ and ************ to contact her about her membership.

  Due to this situation, Privacy Patrol has cancelled Ms. ******** services with Privacy Patrol.

   

   

  Thank you for your time and consideration in this matter. 

  Sincerely,

   

  *****

  Manager Privacy Patrol

   

  

• Initial Complaint

  Date:12/02/2023

  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.

  They advertised to receive reward for turning someone in then while giving report they signed me up for a program for $29.85 and I immediately told them to cancel. They said they had canceled everything and sent confirmation but only to find out they did not cancel anything. When I called customer service the lady was so rude, would not let me speak, would not listen and basically called me stupid. This business is shady and should be shut down. Privacy Patrol you are the worst of the worst. I would not advise or recommend you to my worst enemy

  Business Response

  Date: 12/14/2023

   

  Privacy Patrol is committed to providing top-notch Identity Theft Protection. We pride ourselves on transparent practices and ensuring customer satisfaction. To provide some context, ******************************* became a member following a direct mail advertisement she received from us. In October 2023, she responded by initiating contact with Privacy Patrol for our identity theft protection services.

   

  During her enrollment, we clearly communicated the benefits and terms of the 30-day trial membership to both Privacy Patrol and **********************, our home title monitoring service. Post the trial, members can choose to continue with the service at cost of $29.85 , respectively. This was well-explained to *******************   Furthermore, we discussed the convenience of automatic deductions from her checking account or credit card. For transparency, she provided her **** credit card for this purpose ending in ****. Additionally, she gave us her contact details **************) to keep her informed about her membership. Following this, we dispatched detailed order materials explaining the enrolled programs to her via USPS.

   

  Given the concerns raised and after speaking with her directly, we have proactively canceled Ms. ******** services with our program and issued her a full refund back to her credit card.   We value every feedback, and our commitment to genuine and transparent services is underscored by our A+ rating with the Better Business Bureau.

   

  We hope this addresses the concerns raised by *******************

   

  Warm regards,

   

  Renee 

   

  

• Initial Complaint

  Date:11/29/2023

  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 had been charged four times for something I did not sign up for, two different things twice. I would like to get my money back for something I didn&#**;t buy.

  Business Response

  Date: 12/22/2023

  At Privacy Patrol, we are dedicated to delivering exemplary Identity **************** services. Our commitment to clear, transparent practices and customer satisfaction is paramount. To clarify the situation, ***************************** joined our services after responding to a direct mail advertisement from us. In September 2023, he reached out to enroll in our identity theft protection services.

   

  Throughout his enrollment process, we ensured ************** was fully aware of the 30-day trial membership's benefits and terms for both Privacy Patrol and **********************, our home title monitoring service. Following the trial period, the option to continue with these services was given at monthly rates of $29.85 for Privacy Patrol and $16.50 for **********************, respectively. This information was thoroughly communicated to **************, including the convenience of automatic payments from his bank account or credit card. For transparency, he provided us his mastercard  account information for this purpose ending in ****. Additionally, he provided us his contact details to keep his informed about his membership via home number ************ and his email address ******************. Following this, we dispatched detailed order materials explaining the enrolled programs to him via ***** We also recorded his contact information for communication purposes regarding his membership.

   

  In light of your concerns and considering ****************** direct communication with our supervisor, we have taken the initiative to cancel both memberships and issue full refunds for the services. We highly value customer feedback and take pride in our A+ rating with the Better Business Bureau, reflecting our commitment to integrity and transparency.

   

  We trust this resolves the concerns of ***************

   

  Kind regards,

   

  *****

   

  

• Initial Complaint

  Date:10/17/2023

  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.

  My father is 79 and has dementia. This company preys on seniors who feel they need protection when in fact the company is only stealing their money from them. My father saw their TV ad and called them to sign up, he apparently called them 3 times, according to the VERY rude customer service agent. I saw the charge on my father's bank account and asked him about it. He had no memory, so I called the company and asked them to cancel the subscription and refund his money. The woman who answered said he'd called 3 times to sign up and had called the day before and gave them his new debit card number. I asked her, "What do you think that means? He has dementia." I told her I wanted the money refunded. She said, "Clearly you haven't been watching him close enough, and that's your problem, not ours." She hung up on me after finishing her rude and flippant comment. The company knew my father seemed confused and had called in multiple times and they STILL charged him. This is elder abuse and all money should be refunded.

  Business Response

  Date: 11/07/2023

  Thank you for bringing your concerns to our attention.

   

  At Privacy Patrol, we hold ourselves to the highest standards in providing outstanding Identity Theft Protection. Transparency and customer satisfaction are at the heart of our operations. To shed some light on the situation, Mr. **************************** father of Ms. ************ became a member after receiving a direct mail advertisement from our side. He then reached out to us in June 2023 to avail our identity theft protection services.

   

  Throughout his enrollment process, we emphasized the benefits and terms of the 30-day trial membership with Privacy Patrol. Should members opt to continue post-trial, a monthly fee of $29.85 is applicable. **************** was made fully aware of these terms. Additionally, we explored the option of automatic payments, and with full transparency, he provided a **** card ending in **** for this service. For communication purposes, **************** shared his contact number (Home# ************), ensuring he stays updated about his membership. Subsequently, we sent comprehensive order materials detailing the enrolled programs to his address via ***** It's worth noting that on August 11, 2023, **************** reached out to our office with queries regarding his service. After a thorough discussion, we agreed to a discounted rate of $10.50 per month, and he provided a new **** card (ending in ****) for billing.

   

  Considering the issues highlighted, we've taken the initiative to terminate ****************** membership with Privacy Patrol. We sincerely value all feedback and are proud of our A+ rating with the Better Business Bureau, which attests to our dedication to transparent and genuine services.

   

  We trust this clarifies the matter for Ms. ************ Should further details or clarification be needed, we are here to assist.

   

  Warmly,

   

  Renee 

  Manager-Privacy Patrol

   

  

• Initial Complaint

  Date:08/28/2023

  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 don't know when it happened when I signed up for this privacy patrol and they tricked me I feel like into a payment that I did not authorize I don't know something is not right here they're manipulating or not telling you the facts or something I don't I don't sign up for people to take money out of my account automatically

  Business Response

  Date: 09/20/2023

   

  Thank you for bringing this matter to our attention.

   

  Privacy Patrol is committed to providing top-notch Identity Theft Protection. We pride ourselves on transparent practices and ensuring customer satisfaction. To provide some context, ************************* became a member following a direct mail advertisement he received from us. In June 2023, he responded by initiating contact with Privacy Patrol for our identity theft protection services.

   

  During his enrollment, we clearly communicated the benefits and terms of the 30-day trial membership to both Privacy Patrol and Capital Rewards Membership, our monthly discount shopping club. Post the trial, members can choose to continue with both services at costs of $29.85 and $19.95 per month, respectively. This was well-explained to *************************. Furthermore, we discussed the convenience of automatic deductions from his checking account or credit card. For transparency, ************************* provided a **** ending in **** for this purpose. Additionally, he gave us his contact details (Home# ************) to keep him informed about his membership. Following this, we dispatched detailed order materials explaining the enrolled programs to his via USPS.

   

  Given the concerns raised, we have proactively canceled ************** association with the Privacy Patrol. We value every feedback, and our commitment to genuine and transparent services is underscored by our A+ rating with the Better Business Bureau.

   

  We hope this addresses the concerns raised by ************.

   

  Warm regards,

   

   

  *****

  Manager-Privacy Patrol

   

  

• Initial Complaint

  Date:08/06/2023

  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.

  My mother is 96 years old, she lives in ******** and I live in *****, I have her POA. Today I was going over her checking account and I noticed 3 suspicious transactions. 06/03/23 for $29.85 , paid to Privacy Patrol , check #**** ; 06/10/23 for $16.50, paid to My Property Protection , check # **** ; , 07/10/23 for$16.50 , paid to My Property Protection, check#****. I called my mom after seeing this and she had no clue as to what this was about. Where these people got all her information such as address and checking account and routing numbers ,I have no idea.I suspect a scam here somewhere. Im also disappointed that her bank didnt contact her about this, too. I want whatever this is to be cancelled, the money reimbursed , all her personal information destroyed and no further removal of money from her account!

  Business Response

  Date: 09/07/2023

   

  Thank you for bringing this matter to our attention.

   

  Privacy Patrol is committed to providing top-notch Identity Theft Protection. We pride ourselves on transparent practices and ensuring customer satisfaction. To provide some context, ************** mother became a member following a direct mail advertisement she received from us. In May 2023, she responded by initiating contact with Privacy Patrol for our identity theft protection services.

   

  During her enrollment, we clearly communicated the benefits and terms of the 30-day trial membership to both Privacy Patrol and My Property Protection, our home title monitoring service. Post the trial, members can choose to continue with both services at costs of $29.85 and $16.50 per month, respectively. This was well-explained to ************** mother. Furthermore, we discussed the convenience of automatic deductions from her checking account or credit card. For transparency, she provided her checking account information for this purpose. Additionally, she gave us her contact details to keep her informed about her membership. Following this, we dispatched detailed order materials explaining the enrolled programs to her via USPS.

   

  Given the concerns raised and since ************ personally spoke with a supervisor In our office, we have proactively canceled both memberships. We value every feedback, and our commitment to genuine and transparent services is underscored by our A+ rating with the Better Business Bureau.

   

  We hope this addresses the concerns raised by ************. Should you wish to delve deeper into this or require any additional information, please dont hesitate to reach out.

   

  Warm regards,

   

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

   

  

  Customer Answer

  Date: 09/07/2023

  
  Complaint: 20431679
  
  I am rejecting this response because: The response I received on the phone in that I was hung up on two times. The seeming lack of understanding of the elderly that was targeted. I know these people buy mailing lists, and I am sure if the ages were obtained of all the people on those lists you would find it slanted toward older people. My mom receives a God awful amount of mailings for anything and everything. She believes that no one would cause her harm and if the come on is saying that she could/ would get money then she could be easily scammed. And I am almost certain that this is somehow what happened this time. 
  

  The company has a history, they said 30 years, and they can spout their business line very well and it sounds ok ,but it is certainly the way of the world now, that as long as business line sounds legit, and we have a legit business that everyone needs then we, as the business, dont have to worry about asking people for their personal information over the phone, even though there is a chance that this person is not aware of whats being discussed because all she thinks is happening is that she won some money. 

  Their response is a business response and I just hope that as a company someone is discussing how not to involve the elderly in these come ons because its just not right!
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/22/2023

   

  In light of the concerns raised and subsequent to a direct conversation between ************ and a supervisor from our office, we have taken the initiative to cancel both memberships. We greatly value all feedback and are committed to maintaining genuine and transparent services, a commitment that is reflected in our A+ rating with the Better Business Bureau.

   

  To further address any concerns raised by ************, we welcome any additional inquiries or requests for more information. At this juncture, we kindly ask ************ to reach out to us directly for a comprehensive review of the matter. We consider this case resolved and extend our sincere apologies for any distress ************ may have experienced regarding her treatment. We acknowledge that every situation has multiple perspectives that warrant consideration.

   

  Please feel free to contact us at ************ should there be any additional questions or clarifications needed.

   

  Warm Regards,

   

  *****