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:11/03/2022

  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 called the company to resolve them scamming my aunt for over 2 years of monthly fees of *****. When I called I originally spoke with a ***** and she was rude and hung up on me when I told her that they were scamming an old lady. I called back and got another individual and she did not provide her name but proceeded to curse at me and hung up. My aunt is 78 years old and this company was charging her $***** a month for at least 2 years. When I asked her if there was anything they could do to possibly give her some of the money they ripped her off she proceeded to say that it was a charge she agreed to and she should have been checking her statements, My aunt is 78 and she did check the statements but did not understand what they were. It is offal that a company will do this to an old lady and then refuse to offer any refunds to their scams. They should not be allowed to do this to older people. This is ashame that there are companies out there that will do this to old people.. SHAME on them

  Business Response

  Date: 11/14/2022

   

  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.  ***************************** did not state her aunts name for us to look up the membership and for us to be able to contact her directly. 

   Please have ********************** call ** again and ask to speak with ******, our supervisor, and she will be more than happy to not only cancel the service, but also remove her name, address from our data file, and place her on our permanent Do Not Contact and Do Not Mail List.  We can also offer her a 90-day refund based on length of service and protection.   

  Thank you again for your time in this matter and we apologize for any inconvenience this may have caused ************************ aunt.

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

   

  *****

   

  

• Initial Complaint

  Date:11/03/2022

  Type:Billing 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 mother, *************************************, who is 89 and has dementia, signed up with Privacy Patrol as sold as an Identity Theft Protection, three months ago.However, she got caught up in the fact that the company then gave her bank details to a range of companies one of which, ********************* 1, has been charging her $19.95 a month for a magazine subscription which she never signed up for. This company does not have a working email or phone number, so I cannot cancel directly. I would like a refund for the last 3 months of subscription, $59.85 and I would like to cancel my mother's policy with Privacy Patrol. They seem to have set up a subscription scam as part of their membership scheme. They are preying on the elderly. She has had other issues with Privacy Patrol over the last couple of years, which is why I would like her permanently taken off of their contact list.

  Business Response

  Date: 12/05/2022

   

  Dear ********************, 

     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 August 2022, ******************************* 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 & Capital Rewards Membership, after which she could either cancel the services or continue with the programs at a cost of $29.85 & $19.95 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 she did provide.   ******************** decided to use her checking account information with her authorization pursuant to her instructions, and Privacy Patrol provided the identity theft monitoring as agreed.   In addition, ******************** also provided Privacy Patrol with her address and telephone number to contact her about her membership.      As of today's date, a full refund has been issued to ******************** via a check trough the **** and there will be no future charges.

  Privacy Patrol understands that ******************** was confused about the nature of the telephone call she made to Privacy Patrol and was concerned that we were fraudulent in nature.  Due to this situation, Privacy Patrol has issued a full refund and cancelled ******************** services with Privacy Patrol.

  Thank you for your time and consideration in this matter.   

   

  Sincerely,

   

  *****

  Manager Privacy Patrol

   

  

  Customer Answer

  Date: 12/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I believe that they give too much confusing information to their elderly callers which then makes it difficult for the consumers to understand all that they are signing up for. But I am happy that they have given my mother a full refund and stopped all future payments.
  
  Regards,
  
  ***************************