Business Profile
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.
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:09/14/2022
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 never heard of this company, nor did I agree to pay a monthly fee of 35$. They took it upon themselves to take from my account every month automatically for 2 months with no warning. This company never confirmed any subscription via email or phone. I was not notified at all of a payment date or a reminder to cancel this "subscription". I feel like I have been scammed and need to change my bank account due to fraud.
Business Response
Date: 09/27/2022
We called this member on Sept. 23, 2022, and again on Sept. 26, 2022. They did not answer either call, and we left them two voicemails. We addressed their request.Initial Complaint
Date:09/13/2022
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 trial subsription for Identity IQ ran out and my regular payment did not go through because I had to change bank accounts. When I got my bank correct with them, they charged me $ ***** twice on 9-9-2022 and stated they were charging me for my 1st regular payment that was suppose to be charged in August. I tried to explain to them that during the time of august until they charged me twice, the website had a large white square accross website stating I owed them money before I could use the site. So, I was unable to use the website during this time. They refuse to refund me the one charge of $*****, the time I was unable to even use their website.Business Response
Date: 09/26/2022
We spoke with this member over the phone on Sept. 19, 2022. We addressed their request.Initial Complaint
Date:09/12/2022
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 been trying to cancel my account for three weeks. When you look online only way to cancel is to talk to someone. When you call the phone lines are down due to technical difficulties, only option is leave a VM. They have called back one time out of several calls to them however they call back hours later and since they are only Available working hours M-F if you can't answer you still can't cancel. I have been charged once already while trying to cancel. I even begged them to text or email me a time they can call me so I can plan to step away at work. Nothing. I feel they purposely do this so you can't cancelBusiness Response
Date: 09/27/2022
We called this member on Sept. 23, 2022, and again on Sept. 26, 2022. They did not answer either call, and we left them two voicemails. We addressed their request.Initial Complaint
Date:09/11/2022
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 signed up for the free trial like an idiot. This is the worst company ever in life. They have charged me $120 for something that should have been free. I say that because this lousy company makes it impossible to cancel. I tried canceling on day 1 through day 7 but they make you call and then no one answers or they just keep you on hold. This is a scam so beware!! I'm actually considering speaking with a lawyer regarding another class action law suit against them. They are scammers who prey on people and steal from the poor. I want my $120 back ASAP. What's odd is I did the trial with a debit card that has since been canceled but they still keep taking money from our account. Are they using our credit reports to gain access to our accounts? I'm not the only one this happened to. I never provided my new debit card info yet they took $60 in 2 days this month. I want my money refunded. Funny they have a 1.5 customer rating but a B+ overall. How is that possible? Because they lie and say they resolved the issues for the customer when they have done nothing. Not sure how any of em sleep at night. I couldn't if I was stealing from innocent people.Business Response
Date: 09/27/2022
We called this member on Sept. 23, 2022, and again on Sept. 26, 2022. They did not answer either call, and we left them two voicemails. We addressed their request.Initial Complaint
Date:09/09/2022
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 had contacted IdentityIQ numerous times to cancel my account before being charged for a service I do not need. On 09/09/2022 I had received a message from my bank stating the amount of $29.99 was charged to my account, after finding out that I was charged for a service I had canceled 2 weeks prior I then again contacted IdentityIQ and was told that they would cancel the account but would not be refunding the money. I specifically told them I had canceled 2 weeks prior to being charged and the guy I spoke with still refused to acknowledge anything I said. He canceled the account but refused to refund anything. I did not authorize anything to be taken from my account at any point in time as I had stated before I canceled my account because it is a service I do not use.Business Response
Date: 09/26/2022
We called this member on Sept. 23, 2022, and spoke with them on the phone. We addressed their request.Initial Complaint
Date:09/07/2022
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.
IdentityIQ used unorthodox tactics to conduct business. They think they are slick. Here is where they violate the law: To sign up for their service, you can do it all online on their site web. Once you are ready to cancel your subscription you have to call them to be able to do it. They removed the possibility to cancel the subscription online, which was once possible at some point but I am sure because of the high rate of cancellations they removed it for profit-driven purposes. Not only do they charge my debit card 3 to 4 times every month but the customer service number you can use to reach them is purposely not functional. After many failed attempts to call to either resolve the issue or just cancel my account, I had no choice but to reach out to you guys for help. Thank youBusiness Response
Date: 09/26/2022
We called this member on Sept. 12, 2022, and again on Sept. 23, 2022. They did not answer either call, and we left two voicemails. We addressed their request.Initial Complaint
Date:08/26/2022
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 canceled my account within the 7 day free trial period and was still charged for the services. When I called to get a refund they said that they could not do that.Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/09/02) */
We called this member on Aug. 31, 2022, and again on Sept. 2, 2022. They did not answer either of our calls, and we left two voicemails. We addressed their request.Initial Complaint
Date:08/25/2022
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 found out I had an account at IdentityIQ When they took out $29.99 out of my checking account. I called to tell them I never created the account they canceled my account but won't refund my money.Business Response
Date: 09/21/2022
Business Response /* (1000, 5, 2022/09/02) */
We called this member on Aug. 31, 2022, and again on Sept. 2, 2022. They did not answer either of our calls, and we left two voicemails. We addressed their request.Initial Complaint
Date:08/23/2022
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 cancelled this service but continue to be billed. They try to bully you into keeping the service. I don't want it and want to be left alone. This company is a total scamBusiness Response
Date: 09/17/2022
Business Response /* (1000, 5, 2022/08/26) */
Our records indicate that this member called us on Aug. 23, 2022 to cancel their account, and it was successfully cancelled. We have no record of this member calling in prior to this date. We called them on Aug. 24, 2022, and again on Aug. 25, 2022. They did not answer either call, and their voicemail was full so we were unable to leave a message. We addressed their request.Initial Complaint
Date:08/22/2022
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 discovered this business has been stealing $35.90 times 2 from my bank account since April of this year. That is $71.80 every month! I am on disability fixed income and this has really caused me hardship! I NEVER signed up for this company! I never even heard of them! And they address their emails to Jeffrey which isn't even my name! I tried to email them and tell them to refund me but they just stole the $71.80 from my account again!!! They are a scam as far as I am concerned! I just need my money back. Can you help me?
***********Business Response
Date: 09/16/2022
Business Response /* (1000, 5, 2022/08/26) */
We called this member on Aug. 24, 2022, and left a voicemail. We called again on Aug. 25, 2022, and spoke with them and addressed their request.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.