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Business Profile

Identity Theft Protection

MyIDCare
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 39 total complaints in the last 3 years.
  • 15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 attempted to contact myidcare to speak to a customer support agent. My account has been locked and I am unable to access it. There is no way to speak to an agent. I have changed my password but it still states I am locked out and to call customer support which cant be accessed pressing any of the options.

    Business Response

    Date: 10/28/2022

    IDX MyIDCare attempted to reach ***************** on 10/20/22, 10/24/22, and 10/25/22, and left a voicemail with direct contact information to reach an agent that can assist with unlocking the membership.

    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 has provided additional information to ***************** in the voicemails that will ensure she's able to reach IDX in the future should she require assistance.

  • Initial Complaint

    Date:10/08/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 locked out of my account. I called the number that was provided by MyIDCare, but there are no options to speak to a representative to unlock my account. I called the number at **** PM eastern time today, October 8, 2022.

    Business Response

    Date: 10/19/2022

    IDX MyIDCare spoke with ************** on 10/13/22 after his complaint to the BBB. IDX assisted ************** with regaining access to his membership at that 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 ************.

    IDX MyIDCare has provided additional information to ************** on 10/13/22 to ensure that he's able to reach IDX in the future should he require assistance.

  • Initial Complaint

    Date:10/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 having trouble logging into the website after receiving identity theft notifications. Apparently, my account is locked and a phone number is provided that I must call. I call the number provided and there is no way to speak with anyone. The options take me no no one.I need someone to help me unlock my account.Is this company a sham?

    Business Response

    Date: 10/19/2022

    IDX MyIDCare attempted to reach ***************** on 10/11/22, 10/12/22, and 10/14/22, and left a voicemail with direct contact information to reach an agent that can assist with unlocking the membership.

    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 has provided additional information to ****************** in the voicemails that will ensure he's able to reach IDX in the future should he require assistance.

  • Initial Complaint

    Date:09/19/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Unable to login because account is locked. Called customer service during open hours (Monday thru Saturday 9 am -9 pm EST). No option on phone prompts to speak with a live *********** is an option (2) if you are already enrolled in My ID Care to speak with a rep so I hit that but then it says I cannot be helped.

    Business Response

    Date: 09/26/2022

    IDX MyIDCare spoke with ******************** on 9/19/2022 after her complaint to the BBB. IDX assisted ******************** with regaining access to her membership at that 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 ************.

    IDX MyIDCare has provided additional information to ********************* on 9/19/2022 to ensure that she's able to reach IDX in the future should she require assistance.

  • Initial Complaint

    Date:09/02/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 also have gotten a notification of an alert but my account is locked and to call an 800- number. As others have found, calling their phone number does NOT provide any way to unlock the account nor to contact a real person. I have been through every option on the menu system with no luck. Even staying on the line as it says doesn't get me a live person - just an recording saying they are unable to process my request at this time. I have been trying to get in for over three months with no luck.

    Business Response

    Date: 09/12/2022

    IDX MyIDCare made contact with ***************** on 9/7/2022 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 ************.

    IDX MyIDCare has provided additional information to ****************** on 9/7/2022 to ensure that he's able to reach IDX in the future should he require assistance.

    Customer Answer

    Date: 09/13/2022

     
    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. The person on the phone was incredibly courteous and helpful and I am now able to access my account.

    Sincerely,

    *************************

  • Initial Complaint

    Date:08/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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, 8/6/2022 I received an email from MyIDCare that stated that it has discovered that one or more of my identity monitoring services has a new notification. This is not a credit notification. I went to log in to my account and was informed that my account is locked. I called the number listed to get it unlocked but was unable to get that done due to none of the selections listed during the call pertaining to a locked account. I was also unable to speak to a live person as there is no option to speak to a live person. I want account unlocked so I can review what details the attached email is talking about. This actually is the third time this has happen in the last few months. I just now decided to file a complaint in hopes to resolve this issue.

    Business Response

    Date: 08/12/2022

    IDX MyIDCare made contact with ****************** on 8/11/2022 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 ************.

    IDX MyIDCare has provided additional information to ******************* on 8/11/2022 to ensure that she's able to reach IDX in the future should she require assistance.

    Customer Answer

    Date: 08/12/2022

     
    Complaint: 17681824

    I am rejecting this response because:

    Most of the response is false and not accurate information. 

     

    Sincerely,

    *******************************

  • Initial Complaint

    Date:08/05/2022

    Type:Billing Issues
    Status:
    Answered
    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 email from MyIDCare stating that 1 or more identity monitoring services has a new notification. Tried to login, was advised that account was locked, called ************, and was unable to reach a human or be directed to a phone triage for resolution! Need to be able to unlock account to find out whats going on

    Business Response

    Date: 08/12/2022

    IDX MyIDCare made contact with ******************* on 8/11/2022 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 ************.

    IDX MyIDCare has provided additional information to ******************** on 8/11/2022 to ensure that he's able to reach IDX in the future should he require assistance.

MyIDCare is BBB Accredited.

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