Identity Theft Protection
Identity Intelligence Group, LLCHeadquarters
Complaints
Customer Complaints Summary
- 248 total complaints in the last 3 years.
- 35 complaints closed in the last 12 months.
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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:01/30/2023
Type:Billing IssuesStatus: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.
IdentityIQ won't allow me to cancel their service and keeps attempting to charge me money for their service. Somehow they found out my new card number and charged me ***** twice.Once using my old and new card numbers.Business Response
Date: 01/31/2023
We have no record of this member calling in to cancel their account. We called this member on Jan. 30, 2023 and spoke with them over the phone. We addressed their request.Initial Complaint
Date:01/30/2023
Type:Billing IssuesStatus: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.
Charged for a service I never requested Charged 2 times $34.99 I want it back. I never asked for this service You stole from meBusiness Response
Date: 01/31/2023
We spoke with this member over the phone on Jan. 30, 2023. We addressed their request.Initial Complaint
Date:01/23/2023
Type:Billing IssuesStatus: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 is robbing people everyone please double check your accounts. These people charged my account on the 16th the 18th twice and the 19th for a monthly service fee of ***** the problem is I only have 1 account with them. Then when I question them and they find my card attached to someone else they playing dumb like they can't refund my money or remove my card from their system. If IM PAYING YOU TO MONITOR MY IDENTITY AND YOU ARE THE **** MESSING WITH MY ACCOUNT THATS A PROBLEM and then for someone else. Then the supervisor *** is a liar she has a work number or an employee ID number she gone give me her extension **** so I can call her back to complain to her! Omg can't get help protection or just plain Ole honesty but if they have a class action lawsuit I'm definitely standing in aggreance against these too. *** is one of the supervisors at the ******** location.Business Response
Date: 01/30/2023
We called this member, and spoke with them over the phone on Jan. 27, 2023. We addressed their request.Initial Complaint
Date:01/18/2023
Type:Service or Repair IssuesStatus: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 cannot get to talk to anybody to cancel and get a refund. Every time I call they say there's a technical issue and they will call me back they don't. I have left messages nobody will call me back you also wait on the line and it says you can leave her number and they will call you back when it's your turn they don't ever call you back. I want a refundBusiness Response
Date: 01/23/2023
We attempted to call this member back on Jan. 12, 2023, from their callback request, and they did not answer. We called this member on Jan. 19, 2023, and again on Jan. 20, 2023. Their voicemail inbox was full, so we were unable to leave a message. We sent them an SMS notification via their voicemail box service. We addressed their request.Customer Answer
Date: 01/23/2023
Complaint: 18834153
I am rejecting this response because: I want to get a refund.
Sincerely,
*************************Business Response
Date: 01/24/2023
We called this member for a fourth time on Jan. 23, 2023, and spoke with them over the phone. We addressed their request.Customer Answer
Date: 01/30/2023
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:01/18/2023
Type:Billing IssuesStatus: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 membership was ended and it was spontaneously reinstated. I was billed for three payments out of nowhere so I changed the card number on file.Somehow the other card number is back. I called customer service for my money to be refunded and didnt receive a call back until almost 9pm when I was at the gym and they were closed so I wasnt able to call back.I want both of the payments taken out of my account in January returned. I should not be charged for a service that I didnt have, couldnt log into, couldnt use, because it was closed. This is fraud. And the account information (after it was spontaneously reopened) on their website stated this!Business Response
Date: 01/23/2023
Our records indicate this member had access to their account on Jan. 10, 2023, and refreshed their credit report. They canceled their account online on Jan. 18, 2023. We attempted to call this member back on Jan. 11, 2023, from their callback request, and they did not answer. We called this member on Jan. 19, 2023, and again on Jan. 20, 2023. Their voicemail inbox was full, so we were unable to leave a message. We addressed their request.Customer Answer
Date: 01/23/2023
Complaint: 18829860
I am rejecting this response because:
I logged into the website on January 10th after receiving a message on January 7th that I had an alert from an account that was supposed to be closed. After attempting to verify closure, I was notified that I was charged for two months.
Sincerely,
*************************Business Response
Date: 01/24/2023
We contacted this customer for the fourth time on Jan. 23, 2023. The customer did not answer. We could not leave a message since their voicemail was full. We encourage this customer to contact the *************************** manager for further assistance.Customer Answer
Date: 01/24/2023
Complaint: 18829860
I am rejecting this response because:
I received three calls from unknown numbers, during the work day, while at work where I cannot answer my phone. My mailbox was emptied after receiving the first notification that the business could not leave an email. It was empty yesterday. The company could easily have sent an email, but chose not to. The one call I was able to answer from the company came in at 7pm after requesting a call back three hours prior on the day the issue was discovered.The website lists multiple means of contact. None of which allow accessibility within an acceptable timeframe youre calling with a complaint.
Sincerely,
*************************Business Response
Date: 01/24/2023
We attempted to reach this member four times: Jan. 11, 2023, Jan. 19, 2023, Jan. 20, 2023, and Jan. 23, 2023. We were unable to leave a message each time we called. Our customer service hours are ****** CST to 7:00 CST Monday-Friday, and 8:30AM CST to 5:00PM CST on Saturday. We addressed their request.Initial Complaint
Date:01/17/2023
Type:Service or Repair IssuesStatus: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 multiple charge of $19.99 since 12/20/22. 3 to be extract. I have never heard of this company, I never signed up for anything, I never authorized them to access my account. Im very worried my identity has been hacked as I dont sign up for anything really. I have another charge of $19.99 today 1/13/23. I have been inconvenienced and cancelled several cards multiple times. When you call them they ask questions to prove identity and I dont trust them as they have taken my money against my will. Id like a full refund and for them to cancel this false subscription and never touch my account again.Business Response
Date: 01/30/2023
Based on the information provided to the BBB, we have no record of this customer being an ******************** member. We spoke with this customer over the phone on Jan. 18, 2023. We were unable to locate any accounts associated with the information they felt comfortable providing. We called them on Jan. 27, 2023. They did not answer, and we left a voicemail. We addressed their address.Initial Complaint
Date:01/12/2023
Type:Service or Repair IssuesStatus: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 trying to cancel my membership for the last 72 hours with this company. However, the company's phone systems either are fake or the company makes it difficult for people to cancel their memberships so they can continue to get the payments. There is a message on their phone tree that asks if you want to be put in a callback queue with your current place in line. BUT, you never receive a callback, as again, I have been trying to cancel my account for the last 72 hours (3 days).I no longer require their services and want my account closed by week's end.Business Response
Date: 01/23/2023
This member called us on Jan. 12, 2023, and we canceled their account. We called this member on Jan. 20, 2023, and left a voicemail. We have addressed their request.Customer Answer
Date: 01/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The issue has been resolved a few weeks ago when I finally spoke to someone over the phone.
Sincerely,
***************************Initial Complaint
Date:01/11/2023
Type:Billing IssuesStatus: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.
In 7/22 we began to see a monthly charge of $34.99 from Identity ***** on our bank account. We did not know what the charge was for. Las year we found Identity *****l's number on the internet and called to find out what the charge was for and who had authorized it. They were not able to explain to us what the charge was for or the reason for the monthly charge. So it sounded like a scam. We asked for a refund. We didn't hear anything after that from the company, so we called again. The person who answered the phone said he could see a record that we had called with the complaint, and would "look into it. There was never any follow up from the company. Zero. We are now trying again. Maybe the third time is the charm. We think it is only fair that the company should cancel the monthly charge. And they should reimburse us for what we have been charged. I think what we are requesting is reasonable. This appears to be some sort of scam. My wife and i are retired, living on a fixed income, and have to watch our expenses carefully given out limited resources. Thanking you in advance for assisting us with this situation. Thank you.Business Response
Date: 01/17/2023
We were unable to locate a membership with the information this customer provided. We called them on Jan. 13, 2023, and again on Jan. 17, 2023. They did not answer either call, and we left two voicemails. We addressed their request.Customer Answer
Date: 01/17/2023
Complaint: 18722394
I am rejecting this response because:If we do not have a membership with their company for whatever service they offer, why are they charging our bank account every month? That's the key question.
No membership, no monthly charge. It's that simple.
Sincerely,
***********************Business Response
Date: 01/19/2023
We called this member for a third time and left another voicemail. They gave us a call back, and we were able to locate an account for their wife. We addressed their request.Initial Complaint
Date:01/11/2023
Type:Billing IssuesStatus: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 wasnt informed of this business receiving my personal information, including my social security, my debit card info, as well as my name. This business performed an unauthorized transaction and has failed to ALLOW me to contact them to correct it, ultimately over drafting my account in times of a familial emergency. This has caused a large financial strain on my end and Im at a loss on what else can be done.Initial Complaint
Date:01/10/2023
Type:Billing IssuesStatus: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 charged **** for Identity IQ that I did not authorize. I'm afraid i have been hacked and that this will be a reoccurring charge.Business Response
Date: 01/17/2023
We were unable to locate an IdentityIQ membership for this customer. We spoke with them over the phone on Jan. 12, 2023. We located an account for their daughter. We called her on Jan. 11, 2023, and again on Jan. 12, 2023. She did not answer either call, and we left two voicemails. We addressed their request.
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