Business Profile
Identity Theft Protection
Identity Intelligence Group, LLCHeadquarters
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 ComplaintThe 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:05/15/2023
Type: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 said they refunded my money back my credit card company said they did not Ive called I dont know how many times and they keep saying same thing
Business Response
Date: 05/24/2023
We made numerous attempts to contact this member on May 15, 16, 17, and 22, 2023. They did not answer any of our calls. Their voicemail was full, so we were unable to leave a message. We also sent them an email on May 17, 2023, requesting they contact ** via phone or email. We addressed their request.Customer Answer
Date: 05/24/2023
Complaint: 20054865
I am rejecting this response because: my voice mail is not full and only emails Ive gotten is wanting me to sign up I have called them few times they said they refund my money back but the credit card company said they have not
Sincerely,
***************************Business Response
Date: 06/08/2023
We made numerous attempts to contact this member on May 15, 16, 17, and 22, 2023. They did not answer any of our calls. Their voicemail was full, so we were unable to leave a message. We also sent them an email on May 17, 2023, requesting they contact ** via phone or email. We addressed their request.Initial Complaint
Date:05/15/2023
Type: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 have been a customer of IdentitIQ for the past 5 years. My account is currently breached. An investigation of my account revealed that my IdenitiyIQ account is displaying inaccurate information from 10 years ago. Additionally, my account and the account of my spouse is sitting on the desktop of this hackers. The hackers is updating old information that is not longer on my credit per my new TransUnion credit report an my Equifax credit report. If any of your customers are experiencing identical breach as mine, the individual that is responsible for this breach name is ***************************** ******. She resides in ******************. She is a serial hacker and have been hacking for years. She has my social security number and using IdenitityIQ to update inaccurate information on our report. Everytime I refresh my account, it displays data from 10 years ago. To illustrate, I had a ****** account in 2013. That account was discharged. This account is now being displayed on my Identityiq account with ** displayed verbatim for every month. Also, when I access the account, I find changing my password is difficult because she has it open on her desktop. When she does this criminal act, this does drop my credit score. Also, when I am called by a representative from your "office", it is artificial intelligence.Business Response
Date: 05/17/2023
Our ************* Centers are 100% ****-based. We spoke with this member over the phone on May 17, 2023. We addressed their request.Customer Answer
Date: 05/19/2023
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've talked to Mr. *********************** and we both came up with a plan to fight this breach that continues to occur. I am so pleased with his dedication and time spent on the phone with me. The 2 hours was well worth information gathered. IDENITITYIQ are dedicated in resolving this breach that continues to happen. He conveyed that he will not stop until my concern is met which means a lot to me. I will be visiting the agencies he requested and work along side with him to rectify this matter. Hats off to ******************. I am now satisfied.
Sincerely,
*********************Initial Complaint
Date:05/12/2023
Type: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 was singed up for this companies services with out my knowledge by a third party and it cost me ****** I called and canceled the account and they told me I never even had access to the account because my info was not verified. This company is a scam.Business Response
Date: 05/15/2023
We called this member on May 12, 2023, May 13, 2023, and again on May 15, 2023. They did not answer any of our calls, and we left voicemails each time we called. We also sent them an email requesting them to call us back. We addressed their request.Initial Complaint
Date:05/11/2023
Type: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 ordered a subscription through this company. I called in on May 11th, 2023 to cancel my subscription. They do not have an option to cancel the subscription on their website, so you have to call into their ***** number to cancel. I sat on hold for almost an hour waiting for a representative to take my call. They told me that my renewal had just processed today, but even though I had still called in before noon on the same day, they would not be providing me with a refund. On top of that, they informed me that if I canceled my subscription today, that I would no longer have access to the service. Even though I've just now paid for the service through June 11th, 2023, I would no longer have access if I canceled today. So I can't get a refund, even though I called in the same day that my renewal was processed. And I also can't access the service that they refuse to refund, even though I'm now paid up for another 30 days. Talk about a grift and a joke. The only way for me to continue to use the service that I have paid for would be to set a reminder in my phone, call back in another 30 days and sit on hold for god knows how long to once again, cancel the subscription. The sad thing is, I actually liked the service. Until I realized I was being nickel and dimed, and simultaneously ripped off, in an attempt to keep me from canceling that day.Business Response
Date: 05/12/2023
We called this member on May 11, 2023, and again on May 12, 2023. They did not answer either call, and we left them two voicemails. We addressed their request.Initial Complaint
Date:05/02/2023
Type: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 credit charge was charged 4 times by IdentityIQ for a total of $143.60. Each charge is $35.90 including a $1.00 trial fee that I never signed up for. I went to their website to see if I had created an account in the past but my email did not match anything on file. Being charged this long for a service I have never used is unacceptable and I require a refund to my bank account. Due to the fact these were fraudulent charges I have replaced and cancelled the credit card that was being charged by this company with a terrible reputation.Business Response
Date: 05/08/2023
We have no record of this customer being an ******************** member. We called this member on May 2, 2023, and left a voicemail. We called again on May 4, 2023, and spoke with them over the phone. We addressed their request.Initial Complaint
Date:04/25/2023
Type: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 fraudulent company has been charging my bank account ***** for services I did not sign up for.Customer Answer
Date: 04/25/2023
Copy of charges to my accountBusiness Response
Date: 04/28/2023
We called this member on April 26, 2023, and left a voicemail. We called them again on April 28, 2023, and spoke with them over the phone. We addressed their request.Initial Complaint
Date:04/25/2023
Type: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 WAS TRYING TO GET A LOAN. THIS LOAN COMPANY MADE ME SET UP AN ACCOUNT WITH ********************** IQ. I TOLD THEM NO I HAD AN ACCOUNT WITH THEM BEFORE AND IT WAS A SCAM. IDENTITY IQ ASKED ME TO VERIGY IT WAS ME. I DID NOT VERIFY THE ACCOUNT BECAUSE I DID NOT WANT IT. ANYWAY ON 4/21/23 ***** WAS TAKEN FROM MY BANK ACCOUNT WITHOUT MY AUTHORIZATION. I CALLED THE COMPANY ON MONDAY TO MAKE SURE THE ACCOUNBT WAS CANCELLED AND ASKED TO BE FULLY REFUNDED BECAUSE I DID NOT WANT THIS SERVICE. THE CUSTOMER SERVICE PERSON SAID HE COULD CANCEL THE SUBSCRIPTION BUT THEY DON'T ISSUE REFUNDS. HOW CAN YOU NOT ISSUE A REFUND ON AN ACCOUNT THAT NEEDED VERIFICATION BY ME THAT I DID NOT GIVE AND YOU WENT IN TO MY ACCOUNT AND TOOK MY MONEY. I HAVE EXPERIAN AND I GOT AN ALERT FROM THEM THAT MY INFORMATION WAS ON THE DARK WEB. IT COULDN'T BE IF MY CREDIT ON EXPERIAN IS LOCKED SO IT HAD TO BE THROUGH THIS SERVICE. ALL I WANT IS MY ***** BACK THAT WAS TAKEN FROM MY ACCOUNT.Business Response
Date: 04/28/2023
This member enrolled in IdentityIQ services through a third-party partner. We called this member on April 26, 2023. Their voicemail was full, so we were unable to leave a message. We sent them a text message requesting they give us a call back. We called them again on April 28, 2023, and were able to leave a voicemail. We addressed their request.Customer Answer
Date: 05/01/2023
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.
Sincerely,
*******************************Initial Complaint
Date:04/25/2023
Type: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 have been billing me the amount of $35 for the past 7 months. Im not even sure when this was signed up for and if so I dont think I would have agreed to that amount monthly. There is no cancel button as stated on their membership site. When you call they have some kind of connection issue making it difficult to hear and guess what the connection issue is only when you call them. The only way to cancel should not be a phone call on their time.Business Response
Date: 04/28/2023
This member enrolled in IdentityIQ services through a third-party partner. We called this member on April 25, 2023, and again on April 28, 2023. They did not answer either call, and we left two voicemails. We addressed their request.Initial Complaint
Date:04/24/2023
Type: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 an unauthorized payment of $34.99 from IdentityIQ. Called them and their customer service is very poor. They dont listen and will talk over you, interrupt you, and they honestly dont care about their customers. They refused to give me money back. Asked for a manager and I was put on hold forever to only be put back in the waiting que and to chose what option will best help you best too. So they never planned on giving me a manager to help me! Very very sketchy! I highly do NOT recommend them!!! Very very upset that theyre ok with stealing their customers money!! Looking more into this company I can see they have several of the same complaints I have.Business Response
Date: 04/25/2023
This member enrolled through a third party partner. We spoke with them over the phone on April 24, 2023. We addressed their request.Initial Complaint
Date:04/17/2023
Type: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 contacted this company to cancel the subscription service before it was set to renew. When I spoke with the representative, she told me that I had already paid for the month and it would cancel at the end of the cycle. Yesterday, I was charged for the monthly service again ($29.99) I called and was informed that they have a no refund policy, even though they have it clearly documented that I called to cancel a month prior. This is an unacceptable business practice and the company should be held accountable.Customer Answer
Date: 04/17/2023
Hello, My address is ******************************************************
To give some more clarity on this matter. I called on March the 13th to make sure the membership would be canceled. The sales rep. mentioned to me since I have already paid for the month and the current benefits, keep it active until then. This entire time, I was still unsure. I called again on record to make sure it cancels it's membership. They told me it would be canceled but would I like to continue to have the program until it expired since I had paid for it until the 15th. I said sure. Then on the 16th, I see a charge for ***** on my account after I clearly called not once but twice to make sure it was canceled. The rep today told me they do not offer a refund policy and they do not cancel memberships. I was fully taken on this process and it's a shame. So they basically scammed me out of ***** with no recorse. AND after that the rep read her script offering MORE options and payment plans to other plans!!! 100% scammed.
Business Response
Date: 04/25/2023
We spoke with this member over the phone on April 24, 2023. This member stated they thought their membership would auto cancel at the end of the month. We explained our system doesn't auto cancel at the end of the month. We addressed their request.Customer Answer
Date: 04/25/2023
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 since my money was refunded.
Sincerely,
*************************
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