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:07/11/2025

  Type:Sales and Advertising 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.

  I called IdentityIQ customer service after logging in a message advising they weren't able to charge my card. I verified with my bank that the authorization was successfully obtained and I could clearly see the authorization pending. After speaking to one male representative I received two additional authorizations that are now pending. I ask for a supervisor, ****, responded abd was the nastiest female I couldve ever spoken to. Nevertheless, she did not care that I had over $80 in charges pending and because of her nastiness I opted to cancel my subscription which my credit repair company also uses. I called back to speak to another supervisor and unfortunately, I got **** again. She's absolutely terrible and should not be in management.

  Customer Answer

  Date: 07/12/2025

  ***** from IdentityIQ immediately reached out to me regarding this complaint as it only related to the behavior of the supervisor that was mentioned. ***** was apologetic and I advised that I knew this supervisor's behavior is not representative of the organization as a whole. There are many platforms out here but IdentiyIQ is above the rest. I am satisfied with my issue being resolved and it was resolved immediately. Thank you again ***** for the call.

• Initial Complaint

  Date:06/18/2025

  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.

  1) We contacted IdentityIQ to get the documentation of their refund policy and documentation for the fraudulent activity that we are victim to. After they consulted their management, they let us know that they would not provide documentation of the fraudulent activity and that they would instead provide 3 months additional refund of the charges. We have provided the attached spreadsheet of the charges and the refunds. They confirmed the name of the fraudulent subscription was under the name of ******* *****. As we have stated, we do not know anyone by this name, they have stolen our identity.2) We then went to our local ******** to start a fraudulent charge claim of the debit card. *** only processes claims for charges within the last 60 days. Since IdentityIQ has refunded most of the charges within the last 60 days, there is no reason to file a claim with ***. *** would also not provide any documentation regarding the events that have occurred. *** then cancelled the compromised debit card and issued a new card.3) The total of fraudulent charges is $1,482.05 in 46 transactions. To date, IdentityIQ has refunded 4 transactions totaling $143.62, which we have record of depositing back into our account. The outstanding fraudulent balance is $1,338.43. We kindly request to receive a full refund with this amount due to the fraud occurrence.The fraud was first noticed back in May. We have an ID monitoring service through ****** and thought on top of the annual charges we were mistakenly getting double charged with the monthly only to find out IdentityIQ was an other company we have no affiliation with and immediately reported it.

  

  Business Response

  Date: 06/12/2025

  We are unable to locate an account with the information provided in this complaint. The member claims the account is under another name, but has not provided a valid phone number to contact them for more information. We kindly ask the member to update their complaint with a valid phone number so our customer care team can reach out and assist them. We addressed their request.

  

  Business Response

  Date: 06/26/2025

  Upon receiving this complaint, we reviewed the details provided. However, we were unable to locate a matching account using the information submitted through the BBB platform, as the contact phone number listed was missing a digit. As a result, one of our team members reached out via email to request the correct contact information in order to initiate an investigation and provide support.

  
  We did receive a response via email, in which the individual confirmed that the complaint was filed by their identity theft insurance provider, ******/****, and explained that their debit card had allegedly been used without authorization to create a subscription with IdentityIQ. While we appreciate the additional context, no identifying information was provided in that response. As the individual is alleging that their debit card information was used to fund a subscription under another name, we may be able to identify the relevant account by securely searching for the card number in our systems. However, for security and privacy reasons, we cannot collect or process sensitive payment information via email. This must be done through a secure phone call with our customer care team. Without this critical information, we are unable to locate the associated account, verify any details, or investigate the claims further.

  
  We are committed to working with any impacted individuals to thoroughly investigate and resolve concerns. However, in order to proceed, we must be provided with specific account-identifying details. At this time, the individual has declined to provide the information necessary for our customer care team to identify and evaluate the account in question.

  
  We invite the individual to contact our customer care team directly at ************. Once we are able to verify the account, we will gladly conduct a full review and address any valid concerns in accordance with our policies and procedures. We appreciate the opportunity to respond to this matter and hope to work collaboratively with the individual to bring it to a resolution.

• Initial Complaint

  Date:06/18/2025

  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.

  Identity IQ signed me up for a subscription that I did not approve of. I was charged $24.99 in four transactions. These occurred in April and May 2025. I have contacted Identity IQ three times regarding this matter. I have been told the matter would be investigated after the charges were taken in April but nothing changed because I was still charged in May. I believe they are not resolving the problem. I would like to see them reimburse me for the four charges of $24.99. Thank you, ***** *****

  

  Business Response

  Date: 06/12/2025

  Hi *****, thank you for sharing your concerns. After thoroughly reviewing our records, including your account activity and recent interactions with our ************* team, we found the following:
  Your IdentityIQ account was activated under a 7-day trial for $1, which was the only charge processed by our company.
   Your account was canceled before the end of the trial period, and no further billing occurred from IdentityIQ.
   On June 11, 2025, one of our team members spoke with you directly. During that conversation, you confirmed that the subsequent charges of $24.99 were not from IdentityIQ but from a different company.
  While we understand how concerning unexpected charges can be, we want to assure you that IdentityIQ did not process or receive the four charges of $24.99 mentioned in your review. To assist you further, we recommend contacting your financial institution, which may be able to help you dispute the unauthorized transactions and identify the merchant responsible. Please feel free to reach out to us directly if you have any further questions by calling ************.

  

  Business Response

  Date: 06/18/2025

  Hi *****, thank you for sharing your concerns. After thoroughly reviewing our records, including your account activity and recent interactions with our ************* team, we found the following:
  Your IdentityIQ account was activated under a 7-day trial for $1, which was the only charge processed by our company.
  Your account was canceled before the end of the trial period, and no further billing occurred from IdentityIQ.
  On June 11, 2025, one of our team members spoke with you directly. During that conversation, you confirmed that the subsequent charges of $24.99 were not from IdentityIQ but from a different company.
  While we understand how concerning unexpected charges can be, we want to assure you that IdentityIQ did not process or receive the four charges of $24.99 mentioned in your review. To assist you further, we recommend contacting your financial institution, which may be able to help you dispute the unauthorized transactions and identify the merchant responsible. Please feel free to reach out to us directly if you have any further questions by calling ************.

• Initial Complaint

  Date:05/20/2025

  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.

  I noticed on my debit card summery I was being charged $40 a month for a service I never signed up for. I called ************************** to inquire and the half wit non human being named ****** **** states she will cancel my service then tried to sell me discounted services for a purpose I never needed. I dont care about identity theft in fact I want someone to steal my identity as it is beneficial . I asked for a refund and they declined saying they do not give refunds. This is a scam company. Never deal with these people . The mob are better people than ****** **** of my score iq.

  Customer Answer

  Date: 05/23/2025

  The business Has contacted me and a young woman named **** was very polite and apologized and refunded all the money that they would allow in their system and I am very happy with the results and I would recommend the company now to anyone that is looking for a credit monitoring business.

  thank you ****,

  Aiden Cooksey 

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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.

  A company called ******************* <****************************>asked me to enroll services from this company in order to prove that my account functioned. I was never allowed to get the loan and I was charged by this company for the enrolement under false pretense. I believe that these companies are working together to comit fraud against people like myself. Also when I asked for a refund they initially refused based off of contract with the company. I had to demand a refund because of the False pretense of the Enrolment circumstance. I will have to also report this to my bank because they are saying it will take time, 3-5 days to process the refund to my bank account.

  

  Business Response

  Date: 04/02/2025

  We have a record of this members call made on March 28, 2025, where this member called in to cancel, and we processed their request. We do work with third-party partners who offer our credit and identity theft monitoring services. If a third-party partner is not transparent when offering our services, that is a violation of our partner agreement. We spoke to this member on March. 31, 2025. They requested no further communication. We addressed their request.

• Initial Complaint

  Date:03/26/2025

  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.

  Identity Intelligence LLC has been fraudulently attempting to collect money from me. They did not render any services from the beginning and could not identify me properly according to their records. They then wouldn't allow me to cancel and continued to attempt to process fraudulent charges without honoring my verbal request. They kept sending me to troubleshooting with IT, which I declined. I did not want the service. Please warn others. It's hard to stop this company. They have finessed their scamming within their business. They have you call, but will not halt the charges. FRAUD ALERT! This has been blocked at least twice a month, maybe more from my online banking account. Thanks.

  

  Business Response

  Date: 04/04/2025

  We have a record of this member's call on Jan. 31, 2025, where the member disconnected the call after verification. A callback was made, during which time the member stated they would call back at a later date. We also have a record of this member's call on Feb. 7, 2025, where the member disconnected the call and did not answer the callback. We attempted to contact this member on March 26, 2025, and again on March 27, 2025. They did not answer either call or respond to the voicemails or texts. We addressed their request.
  

• Initial Complaint

  Date:03/18/2025

  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.

  - After carefully reviewing my Credit Reports recently from different Credit reporting Agencies, I have found the information being reported about me to be inaccurate, the Agencies have the need to report all information with accuracy. I demand that the information be updated without errors, I have substantial doubts about the accuracy of the information. This is information on my mortgage balance from Freedom Mortgage, my credit score from Experian and my **************** balance. I have attached supporting documents to this request.- Also as a Federally Protected consumer Per the ****, I am now opting out of any and all authorizations I the consumer may have given, Written, Verbal, unwritten, verbal and non verbal per the 15 USC 6802. I am rescinding, effective immediately OPT OUT of REPORTING PERSONAL INFO on CREDIT REPORTS in accordance to Privacy Act of 1974 15 U.S. Code 6802 - Obligations with respect to disclosures of personal information a) Notice requirements Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. (b) Opt out (1) In generalA financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless (A) such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party; (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C) the consumer is given an explanation of how the consumer can exercise that nondisclosure option.

  

  Business Response

  Date: 03/20/2025

  IdentityIQ services provide credit report information from Experian, Equifax and ********** depending on your plan benefits. We have no record of this member calling in to our ************* Centers. We spoke to this member on March 18, 2025, where we explained their plan benefits. We addressed their request.

• Initial Complaint

  Date:03/15/2025

  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 attempted to enroll in their ********************** but was unsuccessful, perhaps due to all of my credit reports being locked. Unbeknownst to me, they charged me a monthly fee of $6.95 despite receiving no services or benefits from Resident-Link. When I contacted the company, they repeatedly argued that I had received services, even though I could not log in to their website to access said services. They offered to refund one month of "services," but refused to refund the remaining thirteen months that they'd charged me for.

  

  Business Response

  Date: 04/04/2025

  We have a record of this members call made on March 14, 2025, where this member called in to cancel, and we processed their request. Our records indicate this member logged into their account on Oct. 28, 2023, when they setup their account. We called this member on March 17, 2025, and left a voicemail. We emailed this member on March 18, 2025. They did not answer either call, voicemail, or email. We addressed their request.

• Initial Complaint

  Date:03/10/2025

  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 for Identity IQ on March 3rd, 2025 for the 7 day trial for $1.00 my plans were to only check my scores during the 7 day trial and cancel before March 10th so I wont be charged the monthly charge. I have done this before with them last year and it was a very simple process by just going online to your account to manage my plan and click the cancel subscription button. On yesterday Saturday March 8th 2 days before March 10th, I went online to cancel and there is NO longer an online cancellation option, I looked over and over again. Finally I decided to call to cancel, and it was around 5:15 pm they were closed for the day, so today March 9th I gave it another try by calling again they were also closed on Sundays. So now with tomorrow being March 10th I know they are going to charge my account even after I have been trying for 2 days before to cancel my subscription to avoid this from happening. Another problem is that dont offer refunds. I also tried deleting my credit card info on my account they also dont allow you to do this.(insane) Basically as a consumer if you want to just sign up for the 7 day trial for a $1.00 fee and cancel before 7 day trial, ends youre screwed if you try to go online to cancel, there is NO option to do so or delete YOUR debit card info and if try calling they are closed to help you cancel it. We should have a way during the full 7 day trial access to go online to cancel before charging and if thats not an option someone should be available to help especially if you are not going to offer consumers refunds after trying to cancel 2 days before and there is no way to do so. I am very upset that I didnt have the capability or option to cancel this subscription for last 2 days and tomorrow my account will be charged the monthly fee. This is unethical and should not be allowed or refund people their money back if they didnt have options to cancel subscription before 7 days due to your companys fault.

  

  Business Response

  Date: 03/12/2025

  We have no record of this member calling in to our ************* Centers. We contacted this member via text on March 10, 2025, where we verified that this member has the option to cancel their membership online. We addressed their request.

• Initial Complaint

  Date:03/06/2025

  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 have been billed for this service with no way to cancel! The only option is to call and I work during their open business hours. I was charged $34.99 on 3-2 and 3-5 for this service erroneously and am not satisfied at all with the lack of support to cancel a free trial service

  

  Business Response

  Date: 03/14/2025

  We have no record of this member calling in prior to submitting a BBB complaint. We contacted this member via text on March 7, 2025. We addressed their request.