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:11/30/2024
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 attempted to cancel services on November 27th 2024. My call could not go through and I was traveling for the holidays so it was hard for me to call repeatedly. I called again November 28th 2024 and they are closed for Thanksgiving. Identity IQ allows consumers to sign up easily online but forces consumers to call to cancel. Their website states to cancel anytime but they are not available to cancel at any time as they make you call to cancel. The customer service is not available anytime as they have a set time that they are open. My card was charged $21.99 but I did not want to keep the service beyond the 7 day trial. Also on November 21st 2024 when I signed up they could not retrieve my credit report. They told me to call back in 24 hours since the consumer reporting agency wouldnt allow them to get my credit reports due to me not being properly verified, which took away 1 day from my trial. Identity IQ said it was out of their control. But I still only had a 6 day trial as oppose to 7. THEY MADE IT HARD FOR ME TO CANCEL. I SHOULD HAVE BEEN ABLE TO CANCEL IN MY ACCOUNT. THIS IS DONE ON PURPOSE TO TAKE CONSUMERS MONEY.
Business Response
Date: 12/10/2024
Trial offers must be canceled within the agreed-upon time. Members have two predominant methods to cancel their services. This can be done by calling our U.S.-based customer care team six days a week during business hours, or, where available, clicking the cancel button from the member dashboard. We have record of this member's call on Dec. 2, 2024, where we assisted this member in canceling their account. We called this member on Dec. 2, 2024, and again on Dec. 9, 2024. They did not answer either call or text on both dates. We addressed their request.Initial Complaint
Date:11/21/2024
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've tried to cancel this subscription that I don't even remember signing up for on the first place but the wait time is ridiculously long and there isn't another option. The card they were using expired last month but they changed the expiration date on their end (I never did this!) and are still charging me. At the VERY least they should refund November's payment and cancel this subscription.
I filed a previous complaint because they changed my card expiration date without me. I have another problem with this situation. My plan was upgraded from the $19.99 plan to the $26.99 plan without any consent. I have the emails where one month they say your bill is $19.99 then April 2023 the next email says we've upgraded your plan your bill is now $26.99. I get that sometimes the price of the plan you are on increases, but for a company to just change your plan to a more expensive one (there also are cheaper plans, their lowest is $9.99) without you agreeing seems fishy. Why was the plan changed at all, why not left alone, why not downgraded to the cheaper plan since they made this upgrade at the exact 6 month **** that I was done with CreditSage. I don't benefit or need this identityiq business, it was strictly so CreditSage could pull my credit while they were repairing it. So they get it fixed and are done and don't need anything at all from Identityiq so that's the time Identityiq feels the need to upgrade me account when I don't use it?
Business Response
Date: 12/02/2024
We do not have the ability to, nor we would ever, alter a credit card expiration date. We have a record of this members call on Nov. 21, 2024, where we assisted this member in canceling their account. We called this member on Nov. 27, 2024, and again on Dec. 2, 2024. They did not answer either calls, texts, or voicemails on the same dates. We addressed their request.Initial Complaint
Date:10/31/2024
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.
Paid for one-time service but was billed billed for future months beyond period of service. The service was not used or accessed beyond the original month paid for.Customer Answer
Date: 10/18/2024
In response to your request, the name and address of the company this complaint is against is:
My Score IQ
***************************************
***********************************
*****************************Business Response
Date: 11/06/2024
Trial offers must be canceled within the agreed-upon time. We called and texted this member on Nov. 4, 2024, and spoke with them over the phone on Nov. 6, 2024. We addressed their request.Customer Answer
Date: 11/22/2024
The company resolved the matter with me and I am satisfied.
Thank you!
BenInitial Complaint
Date:09/04/2024
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.
Well this company has been charging me for who knows how long and i never gave them permission to charge a reoccurring payment to my account it also seems as tho they were charging me ***** at one point and now all of a sudden are charging me ***** when i never signed any agreement to do business with them!!! (So how do you charge me more when i never agreed to tha first charge?!?) I also dont even know who the company is or what service they even provide so i called them to find out and to tell them to delete my card from their system and asked if they could refund me any money they have charged and their response was you signed up with a free trail (when i never did again please show me proof!!!) and then after that free trial expired you agreed to be charged monthly (which again i did not!!!) they are a scam because again what service did u even provide nothing because AGAIN i never signed up with anything and never received anything so how could u possibly charge me and not want to refund me after I DID NOT DO BUSINESS WITH THIS COMPANY!!!Business Response
Date: 09/10/2024
To sign up for our credit monitoring and identity theft services, members must provide personally identifiable information as well as answer security questions provided by the major credit bureaus. We have a record of this members call on Sept. 4, 2024, where the member stated they had been using our services as they paid off a lease. We called this member on Sept. 5, 2024, and again on Sept. 9, 2024. They did not answer either calls or texts on the same dates. We addressed their request.Initial Complaint
Date:09/04/2024
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 called today and talked to *******. She kept interrupting me. I'm filing a complaint about them continuing to take money out of my account. They have been told to stop. If they take anymore money out I will go further up the line of business practice complaints against them.Business Response
Date: 09/10/2024
We called this member on Sept. 5, 2024, and again on Sept. 9, 2024. They did not answer either calls or text messages on the same dates. We addressed their request.Initial Complaint
Date:09/04/2024
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.
DO NOT TRUST THEM!! THIS IS A SCAM!!! Somehow, without my knowledge, I was enrolled into their services. I was charged a fee of $34.99/month for over two years. I called and cancelled the subscription, however, they only offered a refund of 4 months worth of fees. No one is responding to my emails and Im currently waiting for a supervisor to call me back. I spent over an hour on the phone and had to speak with 3 different representatives to even be offered the option to submit a request for all of our money to be refunded. I need a manager to call me immediately!!!Business Response
Date: 09/10/2024
To sign up for our credit monitoring and identity theft services, members must provide personally identifiable information as well as answer security questions provided by the major credit bureaus. We spoke with this member over the phone on Sept. 9, 2024. We addressed their request.Customer Answer
Date: 09/11/2024
Complaint: 22240116
I am rejecting this response because: This business uses shady tactics in order to get their business. They purposely prey on people who are in search of loans, and make it a requirement to pay a $1 fee to them in order to apply for loans through other businesses, in hopes that the customer forgets, THEN they automatically begin charging them a monthly subscription payment. The worst part of this is, this is their business model. The whole model for how they make money. Disgusting. This is where their customers come from. Preying on families like ours who were in search of financial resources and robbing them of their hard earned money in hopes that we dont notice what theyre doing. This business is fraudulent and what theyre doing is despicable. During our phone call, the manager acknowledged that she understood that us signing up of the service was an accident and sees how easily that can happen, but refused to refund our money. She said that we were being sent emails, but the email address they had on file was our JUNK email, meaning it is not used as a primary source of contact/communication.Its extremely disheartening that they would go to these lengths to make money, lacking integrity and resorting to shady practices is surely not the characteristics of a business that I would want responsible for keeping my identity/personal information secure. This entire case needs to be thoroughly investigated, as well as the business as a whole separate from this case. They are 100% frauds and must be held accountable so that this doesnt continue to happen to others.
Sincerely,
***************************Business Response
Date: 09/12/2024
Our cancellation policy is outlined in the terms and conditions upon enrollment. We spoke with this member over the phone on Sept. 9, 2024. We addressed their request.Initial Complaint
Date:08/18/2024
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 continue to get emails from this company about someone named "******" about her identity, accounts, needing new credit card information etc. I am tired of getting these emails, I tried to call the company to get my email off this persons account and they did nothing. There are multiple reports of this company being aware of peoples identities being stolen where card information, name and emails are not the person and someone gets ahold of their credit reports yet this company is somehow still in business with their fraud like activity. I do not want their service, never signed up for emails and now have account information for someone who I have no idea who they are. I want my email taken off this persons account immediately and I do not want anymore email from you.Customer Answer
Date: 08/19/2024
IdentityIQ has reached out to me and ensured email address was taken off the persons account. Manager said she would reach back out to ensure that no additional emails have gone through within 48 hoursInitial Complaint
Date:08/12/2024
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 call in and can canceled my membership and they kept taking money from me I would like it backBusiness Response
Date: 08/15/2024
We spoke with this member over the phone on Aug. 14, 2024. We addressed their request.Initial Complaint
Date:08/12/2024
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 subscription for a month, and have been calling the number provide and stay on hold for hours with no pick up but they keep trying to bill me. Cancel subscriptionBusiness Response
Date: 08/13/2024
We have no record of this member calling in to cancel their account. We spoke with this member over the phone on Aug. 12, 2024. We addressed their request.Initial Complaint
Date:07/24/2024
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 talked to a representative on 7/19/2024 to cancel my membership. I was told i had until 7/22/2025 to cancel. The representative told me to take advantage of the free trial options until then.I was charged ***** on 7/22/2024. I called to explain my situation, and I was told they couldn't do anything for me.Customer Answer
Date: 07/26/2024
Good afternoon,
I was contacted today by a member of the company I filed against.
She is giving me a full refund.
Thank you very much for your work on this.
****** Pinter
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