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:10/16/2023

  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.

  I called in and cancelled my subscription before the first month would have been due. However I was still charged ***** for a subscription that was cancelled. I thought that would be the end of it and it would be done after that. But I have been charged monthly for almost a year now at *****/month for a something I cancelled. I cannot log in to even pull up the dates of all the transactions because it wont let me ******* without entering new card information because I was FINALLY able to get my bank to block this company from taking more money out. Yet they are still trying. I have called NUMEROUS times and am told it is cancelled and I will be refunded for 6 months of charges (which is ridiculous because I have paid more than that, AND I never get it which means I am just paying another month again without a refund) but I never get it, and always get charged AGAIN the following month. I have also been hung up on repeatedly when I tell them I am not getting off the phone until they send me an email confirmation that it is cancelled and my refund amount, then suddenly "click" and the representative is gone! I have also attempted to email and get zero response and now cannot even get my emails to go though. Its like this company goes out of its way to defraud people out of money month after month with zero repercussions. I want ALL of my money refunded for all charges ever incurred due to THEM not cancelling upon my request almost a year ago and continuing to charge me. This will be the last effort I make to collect what is rightfully owed back to me before taking legal action to collect my money back from them. I have seen many other complaints about this exact thing. It looks like a class action is inevitable at this point.

  

  Business Response

  Date: 10/20/2023

  We have no record of this member calling in to cancel their account. We called them on Oct. 17, 2023, and Oct. 19, 2023. They did not answer, and we left two voicemails. We also sent a follow-up email updating them on their account. We addressed their request.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20738231
  
  I am rejecting this response because: I called in numerous times and every time I called asking AGAIN for it to be cancelled and refunded, they would use the like "we have no record of you calling previously"  A little too convenient that they have no records and keep charging up until the point BBB get involved.    They did attempt to call twice in the past two days and left a voicemail, however give the fact that nothing ever gets accomplished with them VIA phone and records conveniently disappear I refused to have it be handled that way yet again just for the same exact result to come from it.  They did finally send an email, which I immediately responded to.  I was told via email my account has been cancelled and I am "being refunded" but no other information so I responded asking how much the refund would be for and when.  They again refused to respond and put this information IN WRITING and insisted on calling again.  This time I did answer (since they are giving me no other choice to get actual information out of them)    I was told on the phone that a refund had been issues, and I specifically asked AGAIN for them to email me information/confirmation of this supposed refund and amount.  Again I have not gotten this information in writing/emailed to me.  I do not understand why this company is so very adamant about everything being handled via phone (which they then claim to have no records of later on) rather than actually sending written communications upon customers request repeatedly. It seems incredibly shady/sneeky to me.    As of writing this not only have I not received any email confirmation of this supposed refund, I have not received the actual refund yet either. I have contacted my bank and they do not even show any refund pending at all.  Feels as though I have been lied to yet again by this company and its jut a continuous run around.   They were VERY VERY quick to ask me to "update the BBB Complaint" repeatedly though.   I have told them I will update it when and ONLY WHEN I get this in writing and see the actual refund. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/27/2023

  We sent an email to this member on Oct. 23, 2023. We called them once again on Oct. 27, 2023, to give them an update on their account, and left a voicemail. We encourage this member to call the customer service manager back if they seek further assistance.

• Initial Complaint

  Date:10/10/2023

  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 started services with this company January of 2023 up until *** 2023. I did not use their services from *** 2023-october2023. I called October 9,2023 to restart services when I spoke to the representative she said Id be charged $29.99 to restart services. I wake up today 10/10/2023 with 4 charges from identity. When I spoke with them this morning I was given a ******** for non payment for the months of June and July but was charged for August and September. Which doesnt make sense to back date for a service I didnt use for months. This is not stated in the company terms and condition. I was asked if Id like to be billed for *** and June which is unprofessional because when I called yesterday the representative shouldve disclosed your being charged for 2 months prior non payment. I am working with a credit repair specialist they stopped working on my credit because they didnt have access to identity id. Ive used this service in the past a few year ago missed a payment or two and was never upcharged. The representative and the manager were not helpful at all. When I was asked to speak with manager supervisor she said she is the manager but will have a manager call later. June-September I didnt receive services from identity IQ and my credit repair specialist was not able to provide Services to me for this reason.

  

  Business Response

  Date: 10/13/2023

  We called this member on Oct. 10, 2023, and left a voicemail. They called us back and we assisted them. We addressed their request.

• Initial Complaint

  Date:10/09/2023

  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 for this company never recieved alerts or used the services. Tried to cancel numerous times had to fill out paper work with my bank to block transactions of ***** every 2 weeks. Finally got through canceled on the phone got a one time refund however again today another charge. Called back ******* was rude would not cancel the account got disconnected I called back finally got a confirmation of cancellation. The previous rep called back I told her to it was taken care of and she laughed at me and called me a b**** This is how you treat military families who are just trying to protect themselves against identity theft? Your services never worked all you did was steal from us. Do better with the customer service.

  

  Business Response

  Date: 10/13/2023

  We called this member on Oct. 10, 2023, and left a voicemail. We called again on Oct. 11, 2023. They answered and then disconnected the call. We sent a follow-up email updating them on their account. We addressed their request.

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair 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 signed up for the upgraded service in August 2023. I canceled said upgrade service at the end of August 2023. I logged into my account recently and attempted to purchase a merged credit report. My card was charged, but I was unable to access or download the report. I called the customer service line, and was informed that since I had canceled my service, I should not have been able to order a copy of my report. When asked about the pending charge on my bank account, I was advised that would fall off (unprocessed) in a couple of days. Of course, the charge cleared! When I called for a refund, all I got was a runaround, ultimately stating that supervisors had to get involved and that I would receive a callback. That callback has not happened as of the date of this complaint. All I want is a refund of the $19.99 I was charged for a credit report that I never got.

  Customer Answer

  Date: 09/29/2023

  I have been provided a refund.  You may close this complaint.

  Thank you.

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  :September 22, 2023 my daughter sent me money from her Venmo account to my Venmo Account , I have tried reaching out to Vemo by the ?? and get some recordings that gives a message then hangs up. This was to pick up baby formula , that could not be found within 45 miles from her home and, when I went to use the money , she had sent whoever this Identiy Intelligence Scammer sorry no good for nothing had take her hard working money for her babies formula within 40 minutes !

  

  Business Response

  Date: 09/27/2023

  Our records indicate this member signed up for IdentityIQ services through a third-party partner. We called this member on Sept. 25, 2023, and again on Sept. 26, 2023. They did not answer either call, and we left two voicemails. We addressed their request. 

• Initial Complaint

  Date:09/25/2023

  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.

  I never enrolled in this identity stuff. I applied for a loan and feeled out a questionnaire it asked for my tax score and I paid a dollar for it seen I couldn't get a loan and now I am being charged this week and I overdraft last week from similar charge.

  

  Business Response

  Date: 09/27/2023

  Our records indicate this member signed up for IdentityIQ services through a third-party partner. We called this member on Sept. 24, 2023, and left a voicemail. They emailed us and we assisted them over the phone on Sept. 26, 2023. We addressed their request. 

• Initial Complaint

  Date:09/21/2023

  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 morning at 5:06 am I got a notification saying I was charged $34.99 by identityiq.com even though I've never used their service. I want my money back. I've called and it said, "this toll free number has been disconnected."This is ridiculous

  

  Business Response

  Date: 09/22/2023

  We called this member on Sept. 21, 2023, and spoke with them over the phone. We addressed their request.

• Initial Complaint

  Date:09/20/2023

  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.

  Hello,I noticed that since May 2023, this company has taken $34.99 out of my account. I thought it was my Hulu bill (which is around the same price). I changed my Hulu subscription and noticed the $34.99 still being withdrawn. When I actually looked at my account, it showed ********************** IQ. I dont not know who or what this is.

  

  Business Response

  Date: 09/27/2023

  Our records indicate this member signed up for IdentityIQ services through a third-party partner. We attempted to call this member on Sept. 22, 2023,  and left a voicemail. We called them again on Sept. 26, 2023. They answered and disconnected the call. We called them back and left a voicemail. We addressed their request.

  Customer Answer

  Date: 09/27/2023

  On 9/27/2023 at 10:37am I Called ((***********************************) per email that I received on 9/22/2023, but the phone kept ringing and there is no voice mail to leave a message.

  On 9/26/2023 at 12:01pm, Message left from this company asking me to call them back at ************.

  On 9/27/2023 at 10:42am, I called ************ and the phone kept ringing and there was no voice mail to leave a message.
  

• Initial Complaint

  Date:09/18/2023

  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 has charged my PayPal for ***** on the 15th of September 2023. I haven't a clue who this company is, what services or products they provide etc. I've never once signed up for any accounts with this company so I don't know how they got my PayPal information or why they are charging me. I have filed a dispute with PayPal but its currently still under investigation.

  

  Business Response

  Date: 09/18/2023

  We called this member on Sept. 18, 2023, and spoke with them over the phone. We addressed their request.

• Initial Complaint

  Date:09/11/2023

  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.

  This company has charged my PayPal account several times in the amount of $34.99. Each time I have disputed the charge and was refunded by PayPal. I have never done business with this company and have not signed up for any service they provide. The most recent charge was yesterday Sept 8th 2023. I have tried to find a way to call them to stop the charges but after going through several automated steps it asks for an account number. I do not have one.

  Customer Answer

  Date: 09/11/2023

  I was contacted by phone this morning by a representative from Identity Intelligence. They have completely resolved this complaint. I am very pleased with their timely response.