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:09/08/2023

  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.

  Failed to identify themselves before taking my Info signing me up for a membership and investigating my credit. All I was trying to do was pay a ******* phone bill.

  

  Business Response

  Date: 09/13/2023

  This member called us on Sept. 8, 2023, and we canceled their account. We reached out to this member on Sept. 8, 2023, and left a voicemail. We called them again on Sept. 11, 2023, and they requested we call back the next day. We called them on Sept. 12, 2023, and left a voicemail. We addressed their request.

  Customer Answer

  Date: 09/15/2023

  They have charged my account again as of *************** have 2 charges on my credit card from them that hasn't been rectified. Also they are sending me emails as a new customer.this business didn't cancel my subscription on my initial call like they asked then I called back and they said it was canceled.seems they must have reopened it bc I am being charged again.

  I am canceling that credit card and my next step is filing charges

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20575004
  
  I am rejecting this response because:

  They have charged my account again as of *************** have 2 charges on my credit card from them that hasn't been rectified. Also they are sending me emails as a new customer.this business didn't cancel my subscription on my initial call like they asked then I called back and they said it was canceled.seems they must have reopened it bc I am being charged again.

  I am canceling that credit card and my next step is filing charges

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

  

  Business Response

  Date: 09/18/2023

  We called this member again on Sept. 15, 2023, and left a voicemail. We called them again on Sept. 18, 2023, and spoke with them on the phone. They disconnected the call. We encourage this member to call the customer service manager back if they seek further assistance.

  Customer Answer

  Date: 09/19/2023

  This was not resolved.

  They keep calling me in the middle of the day when I am a driver.it is forbidden to talk and drive with the Company I work for.

  I was held on the phone by this co.pany long enough to miss my interview for another job where I might have been able to answer your call in the middle of the day.but this is not the case.

  This company should not be scamming people to stay on their phones to check their credit when the caller needs to be somewhere else.also I told her to cancel anything she signed me up for and she failed to do so

   

• Initial Complaint

  Date:09/07/2023

  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 is trying to charge my credit card every few days even though I sent them within the allotted time that I didnt want to pay for their service plans after the free trial.

  

  Business Response

  Date: 09/11/2023

  We have no record of this member calling our ********************* We called them on Sept. 7, 2023, and Sept. 11, 2023. They did not answer either call, and we left two voicemails. We sent a follow-up email updating them on the status of their account and requested they contact us if they require further assistance. We addressed their request.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20568131
  
  I am rejecting this response because:  They are still trying to take money out of my apple account!  The last attempt was yesterday.  I cannot pay off my Apple Card due to this!
  
  ***************************************

  

  Business Response

  Date: 09/14/2023

  We made two additional attempts to contact this member, once on Sept. 13, 2023, and again on Sept. 14, 2023. We also sent an additional email. We encourage this member to contact our customer care manager if they need more assistance.

• Initial Complaint

  Date:09/06/2023

  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 signed up for a trial of IdentityIQ for 7 days .....I have tried numerous times and several hours on the phone to have this canceled as I do not need it. this has been days. There is no way to reach them online, and they cannot cancel on the website Since May 28 They have tried to take money out of my account 14 times amount of 3 I have attempted to reach them and I can never get tthrough

  

  Business Response

  Date: 09/11/2023

  We have no record of this member calling our ********************* We called them on Sept. 7, 2023, and Sept. 11, 2023. They did not answer either call, and we left two voicemails. We sent a follow-up email updating them on the status of their account and requested they contact us if they require further assistance. We addressed their request.

  Customer Answer

  Date: 09/30/2023

  I am sorry I never saw this email until today   I never recieved a call from this business I spoke to an agent 2 different times through chat then called corporate and was told there was nothing they could do for me.... please reopen this 

  

  Business Response

  Date: 10/06/2023

  We called this member two more times on Oct. 4, 2023, and Oct. 5, 2023. They did not answer, and we left two voicemails. We also sent a follow-up email. We encourage this member to contact the *************************** manager for further assistance. 

• Initial Complaint

  Date:09/01/2023

  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.

  This company has charged my account $34.99 and continues to keep trying to attempt taking more. I've had to move all my money to savings and order a new bank card. I never ordered this product or service nor do I know what it does. I've called several times to no avail. They just give you the run around and eventually hang up. My bank is aware and I hope they are stopped for what they are doing. The best part is they claim to be a fraud protection company! * Picture shows bank statement. 8/13/23 and as you can see it put me in the red so I had fees for insufficient funds also.

  

  Business Response

  Date: 09/08/2023

  Our records indicate this member signed up for IdentityIQ services through a third-party partner. We called them on Sept. 6, 2023, and Sept. 7, 2023. They did not answer either call, and we were unable to leave a voicemail. We sent a follow-up email regarding our attempt to reach them, and requested they contact us if they need further assistance. We addressed their request.

  Customer Answer

  Date: 09/23/2023

  Unfortunately my phone was compromised and I didn't receive you email until I got ni.ber back yesterday 22 September

   

• Initial Complaint

  Date:08/28/2023

  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 have been charged $34.99 per month for the past Year. I did not authorize the payment. I've had by card replaced, and yet, this is still being deducted from my account. I called and customer service says I do not have an account. Yet, I am being billed.

  

  Business Response

  Date: 09/08/2023

  Based on the information provided to the BBB, we have no record of this customer being an ******************** member. They did not provide a valid number to the BBB for us to reach them at. We sent them an email requesting they contact our customer service manager. We addressed their request.

  Customer Answer

  Date: 09/23/2023

  This has not resolved. 

  The company continue to bill my bank account. 

  Bank of America customer support has let me know that this is a fairly COMMON complaint and problem with this particular company.

   

• Initial Complaint

  Date:08/22/2023

  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.

  Today I called this company and I spoke with *********************. I thought I was calling agency that I thought was a medical debt collections account after a it came up on my credit report. I was stupid and clicked on a sponsored link vs the actual company. Now Im signed up for a monthly subscription that I cant cancel. 1st red flag, they asked for payment and ************ implied he was the debt collection agency and this was their policy. I declined further payment as this seemed unethical and again predatory, and said I would callback. I got an email Im this time stating I was signed up for a monthly subscription for their services. I called back and asked to be transferred to ************, who was incapable of providing me prof that indeed my subscription that I did not consent to was canceled. I was supposed to be transferred to costumer service to cancel since ************ didnt have have the authorization to send me email confirmation. However, he told me Ive put the cancellation request in twice after that ************ so kindly hung up on me.

  

  Business Response

  Date: 08/28/2023

  Our records indicate this member signed up for IdentityIQ services through a third-party partner. We called this member on Aug. 24, 2023, and left a voicemail. We called them again on Aug. 25, and spoke with them over the phone. We addressed their request.

  Customer Answer

  Date: 08/28/2023

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/17/2023

  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 have no idea what this is, but they took ***** out my paypal. I did not approve this, or purchase anything from them. I want my money back. How are they able to do this?

  

  Business Response

  Date: 08/23/2023

  Our records indicate this member signed up through a third-party partner. We called them on Aug. 17, 2023, and their voicemail was full. We sent a follow-up email regarding our attempt to contact them. We called them again on Aug. 22, 2023, and we left a voicemail. We sent a second follow-up email requesting they contact us if they need further assitance. We addressed their request.

• Initial Complaint

  Date:08/15/2023

  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.

  - Date of the transaction: 7/25/23 - Amount of money you paid the business: $34.99 - What the nature of the dispute is: I never signed up for this service nor did I authorize the company to charge me $34.99 - Whether or not the business has tried to resolve the problem: No, I tried to login to "my" account and I do not even have an account. I put all of my details in to see if I could login and resolve the problem and it said "invalid user details" when I put my information in for "forgot user name"

  

  Business Response

  Date: 08/18/2023

  Our records indicate this member signed up through a third-party partner. We were unable to contact them via phone. We emailed them on Aug. 15, 2023. We sent a follow-up email on Aug. 16, 2023, and didn't get a response. We addressed their request.

• Initial Complaint

  Date:08/11/2023

  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.

  Identity Intelligence: I have never heard of this company and then my card shows a $34 and a $36 charge from them. I want my money back since I never authorized these charges

  

  Business Response

  Date: 08/15/2023

  Our records indicate this member signed up through a third-party partner. We called them on August 11, 2023, and again on August 14, 2023. They did not answer either call and their voicemail was not set up. We sent follow up emails after both calls. We addressed their request.

• Initial Complaint

  Date:08/08/2023

  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 [Identity IQ, com; located in ********* , ** has been accessing my bank account and taking money every month. I had eye surgery last fall and still continue to have difficulty with my vision. i questioned several charges found on my bank statement; and it was not until my husband took me to ***************** and sat down with a personal banker that I discovered that for the last year; if not more, unauthorized money has been coming out of my bank account. The amount of their transaction is **** /month,

  

  Business Response

  Date: 08/11/2023

  This member signed up for IdentityIQ services through a third-party partner. We called them on August 8, 2023, and August 10, 2023. They did not answer our calls, and we left two voicemails. We addressed their request.