Complaints

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.

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  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 company continues to have me pay monthly but do have not reported all 3 bureaus on my report monthly. In filing complaints, customer service continues to have me believe the reason a bureau is not reporting is because I need to call the bureau. This makes no sense at all because they lead the customer to believe they will report-- that is the package you pay for. Every package they have is to report and monitor. Some customer service will lead you (when you make a complaint) to believe it is your responsibility to not only pay but it is your responsibility to call the bureau. This is a deceptive ploy to steer from their responsibility. For 2 months, they have failed to report my equifax score.

  

  Business Response

  Date: 12/27/2023

  We called this member on Dec. 27, 2023, and spoke with them over the phone. We addressed their request.

• Initial Complaint

  Date:12/22/2023

  Type:Billing Issues
  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.

  Signed up on 12/21/2023 Website claims $1 to see your full credit report from ALL 3 agencies, After signing up to receive the full report they require additional payment. We will be contacting an attorney as I see this is a major issue for this company. What they are doing is illegal in all 50 states. You can not charge for a credit report. The website is mostly just a scam for advertising. Refund my $1

  

  Business Response

  Date: 12/29/2023

  We called this member on Dec. 27, 2023, and again on Dec. 28, 2023. They did not answer either call, and we were unable to leave a voicemail. We sent them two follow-up emails regarding their request. We addressed their request. 

• Initial Complaint

  Date:12/18/2023

  Type:Billing Issues
  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 company requires that you call in to cancel the account, at which point they keep you on the phone trying to get you to keep paying them. They use scripted scare tactics to accomplish that. Their services don't work well. They don't provide anything to help improve your score. They advertise that you can report your utilities, but it doesn't function well.

  

  Business Response

  Date: 12/29/2023

  We called this member on Dec. 27, 2023, and again on Dec. 28, 2023. They did not answer either call, and we left two voicemails. We sent them a follow-up email regarding their request. We addressed their request. 

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  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 am a disabled veteran and recently progressed to the need to use a wheelchair for daily quality of life. My partner and I needed to move to a handicap accessible apt ASAP. On FB Marketplace I had some companies ask for a updated credit score printout or screenshot. One place even referred me to a company that would do it for free and all I had to do was send a screenshot to them after I had finished and had my credit score and report. I checked my bank transactions at the time (10/2023-11/2023) and seen there were no charges from the credit score company I used. Which was named IDENTITY ************). Now mid December of 2023 I noticed money was missing from my disability income bank I use(***** Fargo) First 2 weeks of December 2 days apart I was charged $34.99 twice and it was paid and put my account to insufficient with 2 more bank charges also. Now the same company keeps trying to take another $34.99 every 2 day up to December 16th 2023(present) but I don't have anymore money left so it keeps insufficient alerting me that the bank will be charging another service fee once I'm caught up. I did not sign up for any kind of monthly service, I did not authorize any kind of monthly fees and definitely didn't authorize any weekly or daily fee for anything to do with this company. I have been calling customer service, I been emailing customer service multiple times with no contact at all back to me from this company. They just keep trying to take more money out almost daily now. So far im out over $105 dollars so far...that may not sound like a lot to you but I live in a disability income only and struggle weekly without having that much money go missing like this. The cost of living and groceries are so high now I barely can get enough food for a month if I'm lucky but this "little amount to your is alot of food that I can't buy now and will go hungry from this scam. I just want my money that I didn't authorize them to take back ASAP. Thank you for your time.

  

  Business Response

  Date: 12/29/2023

  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 this member on Dec. 27, 2023, and Dec. 28, 2023. They did not answer either call, and we left two voicemails. We sent them a follow-up email regarding their request. We addressed their request.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  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 a subscriber to Identity IQ for approximately one year. For financial reasons, I needed to cancel my membership. First Issue: Identity IQ makes it difficult to cancel. There is no locatable email for customer service, and no way to log an contact/support request through their website. A phone call during business hours is require to cancel. Then, the customer service rep fairly aggressively tries to keep you from canceling. They offer multiple down-sell options which sounded very strangely like the same basic service I already had at significantly discounted prices. I was eventually allowed to cancel immediately, as requested. Second Issue: While I was on the phone with the rep to cancel my service, I realized I had a pending charge for Identity IQ for the upcoming month's service at $26.99. While on the phone with the rep, after he'd confirmed that the my cancellation was effective immediately, I requested this charge be cancelled or refunded. I was told that the policy was no refunds. I then asked if my service would stay active through the billing period since I was paying for the upcoming month and was told no, my service had been cancelled, and that cancellation was already effective. When I asked why the $26.99 charge couldn't be cancelled or refunded since it was a charge for a service I would not be receiving, the rep just stated it was policy. I could understand if I called at the end of the month, or even half way through--but the charge is still pending. It hasn't been completed yet and I have cancelled the service. Why would they still want me to pay for a service they aren't providing to me. I find this ethically questionable and very disappointing from a customer service perspective. I definitely will not recommend this service to anyone in the future.

  

  Business Response

  Date: 12/13/2023

  We called this member on Dec. 7, 2023, and left a voicemail. We called them again on Dec. 13, 2023, and left a second voicemail. We sent them a follow-up email regarding their request. We addressed their request. 
  

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  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.

  A fraudulent account was set up in my name and charged to my credit card. I contacted IdentityIQ in an attempt to obtain information regarding how the account was created. I provided the account number but refused to provide any of my personal information. I was told they were looking at my account but would not provide any information unless I complied with their request. I ended the call. A week later they attempted to charge my credit card, which I had to cancel because of this situation. I called again to cancel the account and once again they refused to assist unless I provided my full name, mailing address, DOB, and last 4 digits of my SS number even though I provided the account number which they created. I caught the charge on my card while it was still pending so I have not been charged but I still have an active account that I assume will end ** in default as they continue to attempt to bill me.

  

  Business Response

  Date: 12/08/2023

  It appears this member signed up through a third-party partner. We called this them on Dec. 1, 2023, and left a voicemail. We called them again on Dec. 7, 2023, but as soon as we introduced ourselves, they disconnected the call. We sent them an email with an update on their account, and requested they call our customer care center manager if they need more assistance. We addressed their request. 

• Initial Complaint

  Date:11/27/2023

  Type:Billing Issues
  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 company just posted on my wife email that she was signed up for this service and she did not authorize. Then they charged one dollar to our credit card which we did not authorzed. Then they said that if we did not cancel the service that we were going to be billed for the service that we did not authorized.

  

  Business Response

  Date: 12/05/2023

  We have no record of this customer being an ******************** member. We called them on Nov. 30, 2023, and Dec. 1, 2023. They did not answer either call, and we left two voicemails. We also sent them an email with an update on their request, and to contact us if they request further assistance. We addressed their request.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20921003
  
  I am rejecting this response because: (1 my wife received a email saying she had enroll on line and that a $1 charge was placed on her credit card. She did not. So I got some legal advice and they said not to have any communication with that company. That company also said that a $36 would be charged to her credit card if I did not cancel the subscription which we did not sign up for. (2 I called **************** and there was a $1 charge on her card so I disputed it and I had them block that company and they canceled that card and gave her a new one. That company also tried to put a $36 on her old card which was blocked. **************** has turned this over to there fraud ***** (3 Yes that company tried to call me 2 times and they send a email but as in number 1 the legal advice said not to communicate with them, so I did not. I have all emails  and documentations to back all this up. I would like to know how this company got all this stuff on my wife. This looks like id theft. We had absolutely no communication with that company. I will wait and see what **************** fraud ***** does and what my legal adviser has to say,  an bbb how can you rate this company a 2. I give it a -10.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/11/2023

  We called this member once again on Dec. 6, 2023, and left a voicemail. We sent a follow-up email with an update on their account status. We encourage this member to contact our customer care manager if they need more assistance.

  Customer Answer

  Date: 12/11/2023

  Yes they did communicate with me but I'm going to wait to see what **************** is going to do with there credit card fraud case. I do not know why this company can not locate the problem. I have a account number.

• Initial Complaint

  Date:11/26/2023

  Type:Billing Issues
  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 paid this company on 11/25/23 and this company came back and charged my card again on 11/26/23! I was alerted my Discover. I hate a thief! Its disgusting that this company would steal from consumers. And from reading the complaints on this page it seems to be a serious problem! I have alerted the **** and informed them that this company needs to be investigated! Immediately! I will never do businesss with this company again and will fight for them to be investigated! Its disgusting that they steal from consumers

  

  Business Response

  Date: 11/28/2023

  This member called our ******************** on Nov. 27, 2023, and we canceled their account. We called them on Nov. 27, 2023, after reviewing their request. We spoke to them over the phone and explained the double charge was due to payment not going through the previous month. We addressed their request.

  Customer Answer

  Date: 11/28/2023

   
  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. Thank you to the supervisor. He was very nice. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  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 vendor started charging me for a subscription service to monitor fraud / credit for another person's name. When I called and spoke with them, they indicated my card was charged starting June 5th for credit monitoring for a "*************************". We do not know anyone with that name. I asked the charges to be reversed and they refused. I also asked them to clarify details around the sign up and they would not share any info about how someone could use my card to sign up for someone else's recurring subscritpion.I informed them I would be filing a complaint with the better business bureau and they gave me an incorrect address based in ********** to include in my complaint vs. the actual address shown in ****** in the BBB system.Having read online, it seems this is not an atypical scam. I should also add that they changed the business entity charging my card in October making it harder to track the history of charges that have been processed.The company seems sketchy and as if they are looking to get people to sign up for the service and then make it hard to cancel.The service reps I spoke to were "***" and "Mico" but declined to share last names.

  

  Business Response

  Date: 11/28/2023

  We have no record of this customer being an ******************** member. We spoke with them over the phone on Nov. 28, 2023. We addressed their request. 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20879752
  
  I am rejecting this response because: as indicated the company has been charging my card months.  I received a call from them indicating that somehow a third party gained access to a canceled credit card of mine.  This company's system allowed this party to then subsequently sign up using hte canceled card info on my brand new cc card.  It showed the party tried to create multiple sign *** for individuals by different names--likely a phishing scam so they could gather information about those other individuals.

   

  The call also indicated this company has multiple office locations and based on the charges to my card the charging entities name changed even during hte 6 months that I was being fruadulently charged.

   

  Overall there should be stronger oversight to prevent this from happening--for the sake of individuals such as myself but also the individuals who were being targeted as part of whatever scheme the third party is trying to use this service for.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/08/2023

  We called this member two additional times on Dec. 4, 2023, and Dec. 6, 2023. They did not answer either call, and we left two voicemails. We sent an email with an update on their account. We encourage this member to contact our customer care manager if they need more assistance.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  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 replied to a ********** advertisement seeking an apartment in ***********, **. The housing manager responded by text, asking for a credit report, insisting that it was provided by IdentityIQ. To get the report, I agreed to a $1 charge to IdentiyIQ. I do not recall seeing any prompt notifying me that I was also signing up for a $34.99 monthly fee. The housing manager never got back to me.This appears to be a deceptive business practice in violation of ************* chapter 39A.

  

  Business Response

  Date: 11/28/2023

  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 this member on Nov. 16, 2023, and they disconnected the call. We called them again on Nov. 28, 2023, and left a voicemail. We sent them a follow-up email updating them on their account. We addressed their request.