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:10/10/2024

  Type:Product 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 purchased a reccuring monthly subscription to IDX on Sept. 9th. I paid for the first month. 3 weeks later, I logged in to try to cancel my subscription, but there's no option whatsoever on the website to cancel. I tried to "Delete all my data" but the website returns an error. I emailed the customer support email asking to cancel my membership, and received no reply. Sure enough, on October 9th, they charged me another $32.99 for another month.I have no idea how to cancel or get my money back.

  

  Business Response

  Date: 10/18/2024

  IDX Spoke with Mr. Lang on 10/10/2024 after the renewal of his membership. The regular monthly charge billed as scheduled. We were not able to locate a record of Mr. Lang attempting to log into the membership or email us prior to the scheduled renewal date. We have cancelled any further renewals for Mr. Lang's membership and invite him to contact us if there are any further problems or concerns. Thank you for choosing IDX. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22408671, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Andrew Lang

• Initial Complaint

  Date:09/18/2024

  Type:Customer Service 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.

  4 phone calls and I can't get my profile issue resolved. I entered all of my personal information to this company, which they have since deleted and they want me to create a new profile each and every time. I'm not doing that with sensitive information. No one can explain why this continues to happen and no one can give me the 2 years credit and identity monitoring service they promise.

  

  Business Response

  Date: 10/03/2024

  IDX has reached out to Mrs. **** on 3 phone calls and one email in the week of 9/30 to assist with her concern.

  Please note that separate data breach offers cannot be combined, requiring a separate enrollment for additional offerings from different companies. Mrs. **** was enrolled in a previous membership on 6/28/2023 and accepted an offer from another company this year. In order to process this request, IDX must remove her old account, which we have done on her behalf. 

  Mrs. ****** membership was activated on 9/12/2024 and she is currently protected under her new membership with 2 years of coverage. The only pending item that remains on her account is the optional activation of the credit monitoring service. This can be done by logging into the membership and following the on screen instructions to securely activate the monitoring. Activation of this service with the ************* does require full Social Security Number for security purposes, but is not required to utilize our identity theft recovery and insurance. 

  No further action is required if Mrs. **** does not wish to activate this service. If she does, we would also be happy to assist and accomodate a callback at her desired time. She can contact us at number that was provided to her via voicemail or reply to the email we've sent her to proceed with that process at her convenience. We look forward to assisting her in her future needs. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22303917
  
  I am rejecting this response because:
  
  I did try to contact the business, but they have an automatic recording saying they are in a meeting and to try back some other time. The recording does not give an option to leave a message. I tried calling twice and received the same message each time.

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

  

  Business Response

  Date: 10/28/2024

  Mrs. **** attempted to reach us once on 10/4/24 at 10:13 PST during a short meeting while we were unavailable. We did not locate a second record of her attempting to contact us, the wrong number may have been called. 

  After her response to the BBB we reached out to Mrs. **** on 10/25/24 and left a voicemail. We also sent a second email directly to her, offering to call her back at a time that would accomodate her schedule. Mrs. **** can reply to the email with a desired time that works for her and we would be happy to reach out and assist with resolving the activation of her credit monitoring service between the hours of 6AM - 6PM Monday through Friday. We are eager to assist Mrs. **** with her needs so she may take full advantage of the membership. 

  Thank you, 

  IDX 

• Initial Complaint

  Date:08/30/2024

  Type:Customer Service 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 keep getting a alert from MYIDCARE .. Stating that my SS was compromised and is currently found in the dark web. When I call and try to speak with someone. I am placed on hold with no help at all. As a senior person. Not knowing what is going on is very stressful. Please help

  

  Business Response

  Date: 09/06/2024

  IDX MyIDCare made contact with **************** on 9/4/24 and assisted with his dark web alerts and best practice for keeping himself protected and how we can assist, should he discover any suspicious activity with his identity. 
  
  IDX MyIDCare also continually reviews it's internal processes to ensure that enrolled individuals are receiving the utmost attention and care in the most expedient manner possible without extended hold times.  
  
  **************** has been provided additional contact information should he need further assistance in the future. 
  

  Customer Answer

  Date: 09/06/2024

   
  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:04/27/2024

  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.

  My wife and I both created accounts several months ago as we were in the process of buying a home. When the accounts were created, we used my contact information for both. Now we are divorced and I continue to receive updates on her behalf. Today, April 27th, 2024 at *****, I called ************** and spoke with "*******". ******* identified herself as a manager and would not provide any other identifier. I explained the situation (that the account was my ex-wife's, but the updates were coming to me). I asked if she could remove my contact information because it should not be coming to me. Because the account is under my ex-wife's name, she stated that she could not update it. Unfortunately, because of our divorce, this simple ask has to go through our attorney's. I completely understand the reasoning, but I reached out and told you that communications were going out incorrectly (and I could verify all information on the account). Was that not a red flag to minimally suspend the account until this information is updated or the account is closed? This is a big problem.

  

  Business Response

  Date: 05/10/2024

  IDX MyIDCare attempted contact with ************ on 5/3/2024, 5/6/2024, and 5/7/2024 after his complaint to the BBB, but we were unable to reach him. Voicemails to reach a representative directly were provided on each call.
  
  For privacy and security reasons, IDX MyIDCare does require a formal approval from account holder to make any changes, and a formal request in writing from **************** attorney. We understand the frustration around taking these additional steps, but want to assure ************ that we can assist quickly with high priority once we receive this information and we follow this process for the privacy and security of our members.
  
  IDX MyIDCare looks forward to assisting with this matter once we have the necessary items to proceed.

• Initial Complaint

  Date:04/18/2024

  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 am updated with credit alerts and then try to access via the website or phone. I am met with "The username or password you entered doesn't match our records. Please try again." I then try to call but never get anywhere other than looped back to the beginning.

  

  Business Response

  Date: 04/26/2024

  IDX MyIDCare made contact with **************** on 4/22/24 after his complaint to the BBB. **************** indicated that he no longer required assistance with alerts or logging in. 
  
  IDX MyIDCare has also conducted a thorough review of its automated messaging and press options to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance at ************. 
  
  IDX MyIDCare provided information to **************** to ensure that he's able to reach MyIDCare IDX in the future when he requires assistance.

• Initial Complaint

  Date:03/28/2024

  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.

  I received an email alert that was a Bank Account Change Alert, however, even though I received the Alert today (3/23/2024), in the Alert itself it stated that the date the change was reported was April 11, 2022. That made no sense to me, so I called the number listed for contact which was ************ to determine what the Alert was about and why was it just being reported if the change occurred two years ago. I tried calling the number listed and got an automated response system, which I attempted to call three separate times because after going through all of the prompts and selecting the appropriate options the last prompt indicated that I should hold for a representative, which I did. After waiting and having to listen to the system repeat all of the options the system gave the response that "Sorry we can not assist you at this time" and then the call was disconnected. That happened each time I called. What kind of protection is this when you can not even find out what the Alert is alerting you about? I want to know the reason for the Alert and the reason for the delay in notification.

  

  Business Response

  Date: 04/12/2024

  IDX MyIDCare attempted contact with ******************* on 4/3/2024, 4/10/2024, and 4/11/2024 after her complaint to the BBB, but we were unable to reach her or leave a message.
  
  IDX MyIDCare has also conducted a thorough review of its automated messaging and press options to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance at ************. Please note that the option 0 must be pressed at the first prompt to reach a live agent. 
  
  IDX MyIDCare has provided additional information to ******************* via email on 4/12/24 to ensure that she's able to reach IDX should she still require assistance.
  
  

• Initial Complaint

  Date:03/25/2024

  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 tried calling, was disconnected after a long hold. I can't log into this account either, as I don't have a password, nor ever remember creating an account with your company.Please close/delete my account and stop sending me emails/communications. I'm not interested in this service and never signed up for an account I don't beleive.

  

  Business Response

  Date: 04/10/2024

  IDX MyIDCare attempted to contact *************** on 3/29/24 and left a voicemail with contact information for a return call. Later that day, *************** called back and left a voicemail indicating that she did not wish to be contacted again, requesting that her account be deleted. 
  
  IDX MyIDCare memberships maintain the highest security standards and require a secure verification process including 5 pieces of information via a phone call in order to proceed with any changes. Information such as address, phone number, email address, date of birth, security question and answer. 
  
  IDX MyIDCare sent *************** an email after this on 3/29/24 indicating that we need to speak with her briefly in order to perform this verification and proceed with her request. *************** emailed back indicating that she did not wish to be contacted again, requesting that her account be deleted. 
  
  High pressure tactics are a common approach for social engineers to gain control over a victim's account. ***************************************** has provided the information necessary for *************** to proceed with her request and we would be happy to delete her account once she securely verifies her information as requested.

  Customer Answer

  Date: 04/22/2024

  I want the MYIDCARE account that was opened in my name CLOSED. I've requested this account be closed via email and prior BBB compliant filed with MyIDCare. I received a phone call from some woman who sounded like a phone *** operator demanding I call her and speak to her about my account. No, I don't need to speak to anyone on the phone, I want the account that I NEVER OPENED that is with MYIDCARE CLOSED. I WILL NOT GET ON THE ***** TO COMPLETE THIS CLOSURE. CLOSE THIS ACCOUNT IMMEDIATELY.

  

  Business Response

  Date: 05/07/2024

  IDX MyIDCare attempted to contact *************** on 3/29/24 and left a voicemail with contact information for a return call. Later that day, *************** called back and left a voicemail indicating that she did not wish to be contacted again, requesting that her account be deleted. 
  
  IDX MyIDCare memberships maintain the highest security standards and require a secure verification process including 5 pieces of information via a phone call in order to proceed with any changes. Information such as address, phone number, email address, date of birth, security question and answer. 
  
  IDX MyIDCare sent *************** an email after this on 3/29/24 indicating that we need to speak with her briefly in order to perform this verification and proceed with her request. *************** emailed back indicating that she did not wish to be contacted again, requesting that her account be deleted. 
  
  High pressure tactics are a common approach for social engineers to gain control over a victim's account. ***************************************** has provided the information necessary for *************** to proceed with her request and we would be happy to delete her account once she securely verifies her information as requested.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21481753
  
  I am rejecting this response because:
  

  I do not need to speak on the phone with some *************************** phone *** operater sounding woman for your company to delete my account. Not deleting my account when *** asked 1000x is leaving it more vulnerable than not closing my account as I have requested. Not playing your companies phone *** operator games. F****** close my account asshats.

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

• Initial Complaint

  Date:03/22/2024

  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.

  Received an identity theft alert from MyIDCare for a transaction with BankMobile per the MyIDCare instructions I called BankMobile and determined that no account or transactions had been completed in my name. BankMobile did say they were receiving many calls like this and asked if I had a ******** money account which I did have. BankMobile said that ******** money was a different division under their parent company and that the alert should probably have been for them and not BankMobile. Since then I've been trying to contact someone at MyIDCare to find out why the false alert was issued and to see if there was any way to fix this problem. I've been promised calls from supervisors twice in the last two week but to date, no one has called me back showing that MyIDCare doesn't seem to care about issuing false alerts to their customers. The problem is that every time MyIDCare doesn't deliver on their promised calls back it's a minimum of a 30 minute process to get through to someone who again makes a promise of a call back and doesn't deliver on the promise. Each time I have to verify my identity to multiple MyIDCare agents which in my opinion further exposes my personal information to identity theft by MyIDCare agents.

  

  Business Response

  Date: 04/04/2024

  IDX MyIDCare connected with **************** on 3/28/24 after his complaint to the BBB. IDX MyIDCare performed an internal review of the reported information and did determine that the alert was supplied by BMTX (**********************). **************** has a ******** MONEY account. The ******** Money account is also powered by BMTX (*******************************************). 
  
  The information contained in the alert was furnished by BMTX, and the phone number in the alert routed **************** to the wrong department at BMTX. These types of reporting errors can be common with companies that have multiple partnerships and are not caused by IDX MyIDCare. IDX MyIDCare always passes the information on to it's members in the format reported by the company. 
  
  During IDX MyIDCare's phone call with **************** on 3/28/24 we provided details about how to perform a dispute on the item in question, should he find it on the credit report. **************** did not wish to take any action and insisted we resolve on his behalf. IDX MyIDCare's ************* of ******** allows us to fix identity theft on behalf of a victim, and does not allow us to resolve clerical errors on a member's behalf.  
  
  The information in question may also be located on ******************** NCTUE report (National Consumer Telecom & Utilities Exchange ****************************), a credit reporting agency that maintains data, such as payment and account history, reported by member service providers in the telecommunications, pay TV, and utility industries. He has the option to retrieve this report and dispute any inaccurate information there as well. 
  
  IDX MyIDCare has provided additional information to **************** outlining these details and contact information should he wish to speak with a specialist at any time for assistance with accessing any of the reports and performing disputes of any inaccurate information.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21471753
  
  I am rejecting this response because: IDX MyIDCare makes the statement that "IDX MyIDCare always passes the information on to it's members in the format reported by the company" as if this is common knowledge that all customers know and understand and that couldn't be further from the truth.  I had no idea how these alerts were generated, by who or if anything is done to the alert prior to being sent to customers.  The problem with the approach IDX MyIDCare is taking is that it takes just as much effort on the part of customers to deal with these false/incorrect alerts as it does for a real alert.  If an incorrect alert is issued and passed along by IDX MyIDCare I believe they take some responsibility, as a fraud alert company, to assure the accuracy of the alert for the benefit of their customers.  In addition, MyIDCare makes the statement that, " IDX MyIDCare has provided additional information to **************** outlining these details and contact information should he wish to speak with a specialist at any time for assistance with accessing any of the reports and performing disputes of any inaccurate information".  This is a false statement. I haven't been provided information about an NCTUE report or how to retrieve this report and dispute any inaccurate information. I received a voicemail from a ***** on 4/3/24 and called her back later that day and again today but she has yet to return my phone calls which is another issue I complained about which hasn't been addressed in this response.  It takes multiple phone calls to IDX MyIDCare to get a response back.
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/16/2024

  The NCTUE report and dispute process can be accessed online at **********************************;

  From that website:

  "To request a copy of your NCTUE Disclosure Report, please call us at **************.

  You can also mail your request to:
  NCTUE Disclosure Report
  Exchange ************** NCTUE
  P.O. Box 105161
  *****************
  **************

  Q. How can I correct or dispute inaccuracies in my NCTUE Disclosure Report?
  If you believe that any item of information contained in your NCTUE Disclosure Report is incomplete or inaccurate, notify our team directly and if warranted, we will investigate the matter with the source that provided the information free of charge.
  Please complete and return the Research Request form included in the Disclosure Report and provide details of the information you believe is inaccurate. To enter a dispute by telephone, please call the number listed on your Disclosure Report: **************. Remember, you must have a copy of your current Disclosure Report available during the call.
  Based on the results of the investigation, we will either update the current status of the disputed information or delete the item from your Disclosure Report.
  If the information that you have disputed has been verified as accurate by the service provider, it will remain on your Disclosure Report. However, you may add a statement of explanation to the report and work to resolve the dispute directly with the service provider that is the source of the information in question.
  You may also submit your dispute via mail to NCTUE at the address below. Please include your name, address, Social Security number and date of birth in your request.
  Disputes & Fraud
  Exchange ************** NCTUE
  P.O. Box 105398
  *****************
  **************"

  **************** has been provided contact information, should he wish to speak with a specialist at any time for assistance with accessing any of the reports and performing disputes of any inaccurate information.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21471753
  
  I am rejecting this response because:  On 4/3/2024 at 3:33 PM I received a call from ***** from MyIDCare that went to voicemail and below is my phone recorded transcript of that call:

  Hello this message is for *****. This is ***** calling on behalf of my daycare care provider of OPM. I was just giving you a call because I do have some information to. Find you I'm so go ahead and give me a call back at your earliest convenience My direct line again is area code ******************* Go ahead and give me a call your earliest convenience I do go to lunch or I will be going to lunch 1 30 An hour That is currently 2: 3 3 PM so I should be back And 2 30 if I don't pick up, go ahead Voicemail be happy to return Have a great day

  I returned *****'s phone call at the number left in the message on 4/3/2024 at 6:24 PM and on 4/4/2024 at 8:10 PM and on 4/5/2024 at 4:24 PM and left a message to call me back on each phone call and no one has returned any of these phone calls yet. In your statement you say that I can call the contact information I've been given at anytime and get a response is totally false.  I've been calling the contact number that MyIDCare provided most recently and no one has responded.  If this isn't the correct number to contact MyIDCare, then why was it provided with the message to call that number?  Nothing is stopping MyIDCare from calling me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2024

  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.

  Received an alert regarding credit inquiry. Dialed the 800 number listed on the site to speak with a fraud specialist as I have not applied for any lines of credit recently. After numerous prompts, none of which had anything to do with a credit line inquiry, it wouldnt connect me to an associate and referred me to a website that gave an error message. I dont understand why their numbers and site doesnt work, but assistance is still needed.

  

  Business Response

  Date: 02/19/2024

  IDX MyIDCare made contact with ******************** on 2/14/2024 after his complaint to the BBB. ******************** indicated that he'd found the activity was valid after all, and didn't require assistance any further. The IDX MyIDCare representative assisted ******************** with additional information to help protect his identity in the event that extra protection with the credit bureaus is desired.  
  
  IDX MyIDCare has also conducted a thorough review of its automated messaging and press options to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance at ************. These press options are also provided in the error message that is on screen when a locked account is encountered.
  
  IDX MyIDCare has provided additional information to ******************** on 2/14/2024 to ensure that he's able to reach IDX in the future should he require assistance.

• Initial Complaint

  Date:01/25/2024

  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.

  MyIDCare, which was provided to me as a service from OPM after my records were compromised in a government leak, contacted me to notify that my SS # has been found associated with an address in ******, **. This is not a place I have lived or visited. When I called them at ************ you cannot get a live person. No matter which prompts I used, you eventually get hung up on. I am asking that this business, which is charged with alerting me about possible credit fraud, contact me to confirm this information and advise.

  

  Business Response

  Date: 02/12/2024

  IDX MyIDCare attempted to make contact with ************************ on 1/31/2024, twice on 2/2/24, and left voicemails and sent a follow up email extending an invite for him to call and receive assistance directly from an agent after his complaint to the BBB.
  
  IDX MyIDCare has also conducted a thorough review of its ************ toll free number to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance. These press options are also provided in the error message thats on screen when a locked account is encountered.
  
  IDX MyIDCare has provided additional information to ************************ on 1/31 and 2/2 to ensure that he's able to reach IDX MyIDCare in the future should he require assistance.