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:11/02/2023

  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.

  On approximately 9/27/2023, I lost access to my MFA (multi-factor authentication) device to access my account with ********************** (hereafter IDX, as they do business.) I called, using my IP-Relay voice number, to attempt to reset my MFA access so that I could regain access to my account. The system would not let me speak to anyone or use the menu with IP-Relay. IP Relay is an FCC created replacement service for TTY. The technology is over a decade old, and is an assistive device for people with hearing and speech difficulties. My IP-Relay operator was able to leave a message. I waited 2 weeks, and on October 12, I emailed a follow up to the IDX support email, requesting assistance, and again explaining that I had lost my MFA device. I again waited for approximately 2 weeks, and on November 1, I emailed 2 more times, again requesting assistance, and revoking authorization to access my credit and personal information until such time as my access is restored

  

  Business Response

  Date: 11/29/2023

  IDX made contact with **************** on 11/20/2023 after their complaint to the BBB. IDX Assisted ****************  with regaining access to their membership at this time.
  
  IDX has also conducted a thorough review of its toll free number and made adjustments to ensure that callers are routed to an agent if no options are selected.  
  
  IDX has extended coverage as requested, and provided additional information to **************** on 11/20/2023 to ensure that they are able to reach IDX in the future should they require assistance.

• Initial Complaint

  Date:10/11/2023

  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.

  i received an (non credit related )email alert and when I tried to sign in the check what it was about, it locked me out. When I tried the password reset option and the site did send me a link to click on in my email and when I tried resetting my password it locked me out again. So then I tried calling three separate times and the automated line ran me through a set of options that all led to "Sorry we can not assist you at this time" and then just HANGS UP! I gave up after three times and posted this review. Not very comforting and I don't feel really protected.

  

  Business Response

  Date: 10/25/2023

  IDX MyIDCare made contact with ***************** on 10/21/2023 after her complaint to the BBB. IDX Assisted ***************** with regaining access to her membership at this time.
  
  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 10/21/2023 to ensure that she's able to reach IDX in the future should she require assistance.

• Initial Complaint

  Date:10/06/2023

  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.

  I have an account with Zerofoxes one star service subsidiary IDX who failed to correct their platform problem: The Credit and Identity Management does not begin and complete. I get the same message to call some clerk that answers to the number provided that rights service tickets that go nowhere. This inept company does not take calls nor did they respond to two service tickets. These clowns are a disgrace to the industry

  

  Business Response

  Date: 10/23/2023

  IDX MyIDCare made contact with ********************* on 10/23/2023 after his complaint to the BBB. IDX Assisted ********************** with activating his credit monitoring within the credit and identity section of his membership at this time.
  
  IDX MyIDCare has also conducted a thorough review of its credit activation procedure to ensure that the system is working as intended. The credit activation is a secured process that requires members to provide the matching information located within their credit bureau reports that can be accessed at ****************************************;
  
  IDX MyIDCare has provided additional information to ********************** on 10/23/2023 to ensure that he's able to reach IDX in the future should he require additional assistance.

• Initial Complaint

  Date:08/30/2023

  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.

  Harvard Pilgrim contracted services through IDX for monitoring and identity protection services. (************************************************) I enrolled with my code from Harvard Pilgrim on 8-13-23. Received an email that my services were activated. I try to add my information needed to "service" tab. Such as my social security number. I just keep getting a loading icon after entering info. Ive used different browsers, computer, phone and the IDX app with the same result. My info is not accepted by them to monitor fraud. I currently have been having fraudulent accounts open under my name and ssn. IDX IS not alerting me and is useless for Harvard Pilgrims intent of the 2 year monitoring of this behavior.I have contacted IDX support multiple times to help with this starting on 8-16-23. I have got no response. I sent issue description and screenshot to both **************************************** and ******************************

  

  Business Response

  Date: 09/15/2023

  IDX attempted contact with ************** on 8/31/2023, 9/5/2023, and 9/7/2023 at the number provided after his complaint to the BBB. IDX provided ************** with information in voicemails to reach a representative to address his credit monitoring activation and fraudulent accounts. 
   
  The credit monitoring activation is a separate, secured process with the credit bureaus that requires information provided such as name, address, SSN, etc. to be consistent with the information that the credit bureaus have on file. If there are problems activating the credit monitoring, credit reports can be accessed at ********************************** to ensure that the correct information is being provided during this activation process, and that the credit bureaus have the most up to date information about you. 
  
  If ************** still requires assistance, we have provided additional information for him to reach a representative directly at his convenience.

  Sincerely, 

  IDX 

• 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 am enrolled in MyIDCare due to a fraud issue. Have been getting alerts to check My account due to change in my credit information. Cannot log in due to my account being locked for some unknown reason. Cannot contact at the ************** number because the call fails.

  

  Business Response

  Date: 08/29/2023

  IDX MyIDCare made contact with ******************** on 8/18/2023 after his complaint to the BBB. IDX Assisted ******************** with regaining access to his membership at this time.
  
  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 8/18/2023 to ensure that he's able to reach IDX in the future should he require assistance.
  
  

• Initial Complaint

  Date:08/04/2023

  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 received information on June 23, ******************************************************** April 2023.I called the Harvard Pilgrim on June 23 for more information. They said that they would sent via mail that should take 5 to 7 business days. Due to the 4th of July Holiday and the delivery of mail I was unable to call Harvard Pilgrim until July 12, 2023 regarding this. The letter that I received was from H32**3034**36373135**H (see copy enclosed)I called H32**3034**36373135**H on July 18, 2023. I stated that I didn&#**;t want to use the website to register for their protection and could we do this on the phone. They said that I could. So we proceeded to get me enrolled. I ended up calling several times on July 18th...the last person I spoke with was hard to understand and she ended up locking the account and told me to call back in 72 hrs. So on Thursday July 20 I tried to call back. After being on hold for several tries. I went to the website to try to do this and it came up with a message that I already had an account and wouldn&#**;t let me access it.This is unacceptable to me...H32**3034**36373135**H is treating the consumer like he/she is the one committing the fraud so it is hard to set up the account. They need to find a better way to be of service to people.I have also filed a grievance report with Harvard Pilgrim so that they are aware of H32**3034**36373135**H&#**;s way of dealing with consumers.

  

  Business Response

  Date: 08/15/2023

  IDX made contact with ******************* on 8/10/2023 after her complaint to the BBB. IDX Assisted ******************* with activating her credit monitoring at this time.
  
  IDX's enrollment process includes a separate, secure credit monitoring activation process. This process includes security questions and answers that must pass with the credit bureau(s). If this process fails twice, a 72 hour restriction is placed on the membership as a security measure.
  
  IDX has provided additional information to ******************* on 8/10/2023 to ensure that she's able to connect with a representative if she requires any assistance in the future.

  Customer Answer

  Date: 08/16/2023

   
  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:06/12/2023

  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.

  We are receiving email alerts concerning our credit. The email directs us to a phone number. when calling this number we are place in an endless loop and eventually informed they are unavailable to assist us. Very unprofessional and troubling. Help!

  

  Business Response

  Date: 06/28/2023

  IDX MyIDCare made contact with ***************** on 6/15/2023 after her complaint to the BBB. IDX Assisted ***************** with regaining access to her membership at this time and reviewing her credit monitoring alerts. 
  
  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 6/15/2023 to ensure that she's able to reach IDX in the future should she require assistance.
  

• Initial Complaint

  Date:05/12/2023

  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.

  I was the victim of a data breach for cleared individuals. I was supplied with a MyIDCare account. I have been a victim of fraud and lost a large amount of money. The website is not clear regarding what is covered as a result of this fraud. I spoke to several customer service agents after not being able to get thru multiple times. They were extremely rude and unhelpful. They would not tell me if I was covered, would not tell me who else I could speak to, would not tell me the claim procedures, I do not see anywhere to file a claim. The agent "****" could not have been more unhelpful and rude and dismissive. So, I have this account with ****************** that is pointless, I cannot speak to anyone who can explain my coverage or how to file a claim. I am stuck with a huge loss and no help at all from MyIdCare to even know if I am covered or not. MyIdCare is a complete joke with terrible customer service.I want to speak to a person who can tell me if my event is covered or not and if so, what is the procedure for filing a claim.

  

  Business Response

  Date: 05/25/2023

  IDX MyIDCare made contact with Mr. ******* on 5/23/2023 after his complaint to the BBB. IDX MyIDCare has confirmed that Mr. ******* was able to submit a claim as he requested. 
  
  IDX MyIDCare has also conducted a thorough review of all correspondence with Mr. ******* to ensure that the identity theft restoration process is consistent for all Enrolled Individuals. 
  
  IDX MyIDCare has provided additional information to Mr. ******* on 5/23/2023 to ensure that he's able to reach IDX in the future should he require assistance.
  

• Initial Complaint

  Date:03/08/2023

  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 was part of the *** data breach in 2015 as a federal law enforcement agency employee. As part of the court settlement, ********* was assigned as the contractor for identity theft protection. I have repeatedly been unable to log into my account (over a dozen times since being provided this service years ago), each time I receive a notification of possible compromised personal information. Attempts to reset my password, log on with my existing password, log in with the MyID link sent to my email after password lock out, contact a representative, etc. have all been futile, as indicated by multiple complaints here. Worst identify protection company experience I've ever had. Great job, ***!If I am receiving notifications from your company via email of possible information breaches, it would be nice to be able to log on and see what they are. Your voicemail system dead end loops put federal agency voicemail dead ends to shame....

  

  Business Response

  Date: 03/23/2023

  IDX MyIDCare made contact with *********************** on 3/21/2023 after his complaint to the BBB. IDX Assisted *********************** with regaining access to his membership at this time.
  
  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 thats on screen when a locked account is encountered.
  
  IDX MyIDCare has provided additional information to ************************ on 3/21/2023 to ensure that he's able to reach IDX in the future should he require assistance.

  Customer Answer

  Date: 03/23/2023

   
  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:01/31/2023

  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.

  As I have seen other similar complaints here on BBB - my MyIDCare account is locked, and there is not a means to reach a live person / customer service agent by calling the ************** customer support number. I am already enrolled, but I am unable to unlock the account. The recorded customer service options take you in a loop of recordings and then the phone call is disconnected.

  

  Business Response

  Date: 02/13/2023

  IDX MyIDCare made contact with ************** on 2/8/2023 after her complaint to the BBB. IDX Assisted *************** with regaining access to her membership at this time.
  
  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 2/8/2023 to ensure that she's able to reach IDX in the future should she require assistance.

  Customer Answer

  Date: 02/14/2023

   
  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,
  
  S *****