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Business Profile

Identity Theft Protection

Identity Intelligence Group, LLC

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 247 total complaints in the last 3 years.
  • 35 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/14/2023

    Type:Billing Issues
    Status:
    Answered
    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've been getting billed from this company since at August of last year I believe. I have never used this service, have no I'd what it is or how it started. It has now cost me several hundred dollars.

    Business Response

    Date: 07/18/2023

    We were unable to locate an IdentityIQ membership for this customer based on the information provided to the BBB. We called them on July 14, 2023, and July 17, 2023. They did not answer either call, and we left two voicemails. We also sent them two emails, and requested they reach out to us for further assistance. We addressed their request.

  • Initial Complaint

    Date:07/14/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    On July 12 2023 my new card had been charged 2 times. Last month my old credit/debt card on file for automatic withdrawals was hacked. So I called the bank and had it canceled which would of stopped the automatic with draws on every account linked to that card. This month identyQ charged my new card 2 times for ***** to total ***** i never gave them my new card number. So how did they aquire my card number. They told me that the bank gave it to them when the old card wasn't working anymore. Banks don't hand out card numbers. So how did they aquire my new card number. Especially since they are telling me they can't pull up when my new card was entered into the system by me.

    Business Response

    Date: 07/14/2023

    We spoke with this member over the phone on July 14, 2023. We addressed their request.

  • Initial Complaint

    Date:07/11/2023

    Type:Billing Issues
    Status:
    Answered
    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 credit card is being charged for services I have no idea what they are or how they got my information.

    Business Response

    Date: 07/14/2023

    It appears this member signed up through a third-party partner. We called this member on July 11, 2023, and July 13, 2023. They did not answer either call, and their voicemail was not setup. We sent them an email letting them know we tried to reach out to them and to give us a call if they need further assistance. We addressed their request.

  • Initial Complaint

    Date:07/10/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Allowed a family member to use my card for a free trial. We canceled after 2 days, the company was still charging me after 9 months even after I had gotten a new card number.

    Business Response

    Date: 07/12/2023

    We spoke with this member over the phone on July 11, 2023. We addressed their request.

  • Initial Complaint

    Date:07/10/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Was charged ***** to my bank debit card I don't use this company for anything I want to be refunded the money please or I will contact the police this happened last month as well

    Business Response

    Date: 07/12/2023

    It appears this member signed up through a third-party partner. We called this member on July 10, 2023, and July 11, 2023. They did not answer either call, and their voicemail was not setup. We sent them an email letting them know we tried to reach out to them, and to give us a call if they need further assistance. We addressed their request.

  • Initial Complaint

    Date:07/04/2023

    Type:Billing Issues
    Status:
    Answered
    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 are billing me for a monthly subscription and offer no methods to cancel.there website doesn't even have a option for me to log into an account to cancel a subscription

    Business Response

    Date: 07/10/2023

    Our website "identityiq.com" has a "login" button at the top right corner where our members can login to their account. We are unable to locate an IdentityIQ account for this customer based on the information provided to the BBB. We called them on July 6, 2023, and July 7, 2023. They did not answer our calls, and we left two voicemails. We addressed their request.

  • Initial Complaint

    Date:07/01/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Charged twice for the amount of $34.99 on a subscription I know nothing about. It is showing as IDENTITY INTELLIGENCE ********* ** on my bank statement. I would like my information to be deleted and my refunds processed immediately. I have had to order new debit cards twice now for these unapproved transactions.

    Business Response

    Date: 07/06/2023

    It appears this member signed up through a third-party partner. Their account was cancelled online on July 1, 2023. We called them on July 5, 2023 and spoke with them over the phone. We addressed their request.

  • Initial Complaint

    Date:06/29/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    on 06/17/2023 the amount of $34.99 was with drawn from account i emailed to cancelled the membership about a month ago , i called 06/18/23 to why the amount was withdrawn and they claimed i never cancelled so they said a refund would be issued in a few days its been over a week

    Business Response

    Date: 07/12/2023

    We called this member on July 10, 2023, and July 11, 2023. They did not answer either call, and we left two voicemails. We sent them an email requesting they call our ******************** manager for further assistance. We addressed their request.

  • Initial Complaint

    Date:06/27/2023

    Type:Billing Issues
    Status:
    Answered
    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 was looking for housing last year and was interested in renting from a private individual. He instructed me to enter my information with a company called "IdentityIQ". He made it sound like I was submitting a background check for approval. In doing so, I unknowingly signed up for a "credit monitoring agency" that charges $34.99 per month. They say on their website that they will only charge you $9.99 per month. I was not aware of these charges for several months. Once I was aware of them I cancelled my credit card and had a new one issued. The company started emailing me constantly asking me to update my payment information. They will only allow you to cancel over the phone. I waited on hold with the company for about 20 minutes before the call switched to having me leave a message. It only allowed me to speak for about 15 seconds before it ended the call. The company called me about a minute later. I told the representative (*******) that I needed to cancel as I did not sign up for it willingly. She launched into a speech about how my information is "exposed on the dark web" and it felt like a scare tactic. She offered different plans and tried to tell me that ALL of my personal info is compromised. I told her to cancel my plan. She then asked me if I wanted to cancel it myself online (when they tell you on the website that you have to call to cancel). I had her do it over the phone, and received an email saying it was cancelled. I asked to be refunded since I did not knowingly sign up for the service, and she declined saying that "because it's been over a year that you've been a member (I "signed **" in Nov 2022 and its's now June 2023) there are costs associated with running your account and we therefore do not issue refunds." I don't even know if I have an outstanding balance with the company since I can not log in. They tried to tell me that I should be able to log in since I created the account, and I reminded them that I did not create it.

    Business Response

    Date: 07/06/2023

    IdentityIQ services are not advertised or promoted on *********** Indeed, Zillow or similar sites that request credit information to verify employment or qualifying for a new rental agreement. If someone is enrolling in IdentityIQ services because they were told to do so for verification of employment, rental agreement qualification or something similar, it is potentially a scam. We called them on June 27, 2023, and again on June 28, 2023. They did not answer either call, and we left two voicemails. We addressed their request.

  • Initial Complaint

    Date:06/22/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    About a week ago, I payed a $1 as instructed to by given a link from a supposed homeowner so he can see my credit score. Turns out, I called in and the owner was fraudulous, rather trying to scam. Having found this out, I stopped all contact with this person. However, I check my bank statement today and there is a $35 charge, in which is for the price after the free trial. I have been calling the whole day trying to get to agents to help process a refund because I was wrongfully directed to sign up with you guys, Thanks!

    Business Response

    Date: 06/23/2023

    IdentityIQ services are not advertised or promoted on *********** Indeed, Zillow or similar sites that request credit information to verify employment or qualifying for a new rental agreement. If someone is enrolling in IdentityIQ services because they were told to do so for verification of employment, rental agreement qualification or something similar, it is potentially a scam. We spoke with this member over the phone on June 22, 2023. We addressed their request.

Identity Intelligence Group, LLC is BBB Accredited.

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