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:03/16/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 volunteered with a non-profit genealogy group for many years and while I was the Education Chair, I used my credit card with automatic renewal to purchase an annual license to GoToMeeting. I left that position at the end of 2022, I did not catch the automatic renewal in 2023 and found out at the end of 2024 that the organization has not used the GoToMeeting account since at least 2023. When I received my credit card statement for January 2025 I saw that the renewal had gone through and I immediately contacted GoTo support to cancel the license and request a refund of the automatic payment of $207.80. The person I spoke with said they would not refund the money for the year 2025. (I didn't ask for the return of the fee for 2023 or 2024 since they had already passed.) The individual said it is company policy to not refund the automatic payments. He said he could see that the account has not been used for at least 2 years. That is probably true as the organization uses Zoom these days. I asked to speak to a manager and he said a manager can't do anything about it. I asked again to speak to a manager and he said someone would call me within a week. That has yet to occur. Seeing that the account has not been used for over 2 years and asking for a refund for 2025 knowing it most certainly will not be used seems to be an appropriate request, and a legitimate business would do the refund. This is taking advantage of me as a customer who had used their service for many years--and for some of those years with multiple accounts. PLEASE HELP ME! They won't even return my call.

• Initial Complaint

  Date:08/15/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  When I signed up with them, they signed me for a years contract without my knowing about it. They did not tell me and I did not know that there was a monthly agreement I could have chosen. They will not cancel my account for something I was not aware of.

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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'm literally at a loss for what to do. I've been lied to 4 straight months by you guys claiming that my billing portal is fixed. Once again, I get an email saying my payment didn't work. If you come at me claiming this to be my fault again, I'm not going to be happy. It's shameful that you don't have a care in the world whether your customers lose their phone service due to your billing issues. You refuse to take a payment over the phone to keep the account active while you attempt to fix it, claiming it's not secure, yet the IRS, healthcare facilities, and every other gov't agency takes phone payments. You claim it's my fault, come back two weeks later and admit it was your fault, and then when it doesn't work come time to pay, somehow it's my fault again. That's convoluted thinking, if it's been your fault for 3 straight months, what on God's green Earth would make you think it's me this time...? My payment info is saved to my browser, I use it successfully multiple times daily without issue, the payment information in your billing portal IS NOT WRONG. It literally CAN'T be, I'm not manually entering it..the billing address is also correct, and the card provider continues to claim there is no attempt to run the card that they can see. Buttons inside the billing portal are missing, so I know it's your fault. I don't know what your software engineers did, but the edit option, the add bank option, all no longer even there. I can't be without phone service, and it's amazing you seem indifferent to whether that happens. So, I will be posting a new complaint to the BBB weekly until you figure this out. I don't know what else to do since nobody over there seems to care and you have zero urgency. Maybe that will motivate you to help me give you my money.. In the meantime, i expect this month's invoice to be covered again so I don't lose phone service while I wait for you to once again actually fix it. Stop lying, don't use definitive terms if you don't know its fixed..

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Dear LastPass Support, I have a critical issue with my LastPass account that occurred on February 2, 2024. Due to a password entry error, I've been locked out of my account, impacting my operational efficiency significantly. I've already attempted to resolve this by providing detailed verification information promptly. I received an email from Mario and immediately replied to his request on Feb 2 but since then have had zero responses. The absence of a response is concerning and disrupts my business activities significantly. I am contemplating switching to 1Password all together after we resolve this resolve the issue because of the delay. Please, please, please, please, please reply ASAP with—a secure password reset link or an alternative solution to regain access. I appreciate the urgency of my request and the importance of security. My aim is to resolve this with minimal disruption to my business operations. Thank you for your immediate attention to this matter. I look forward to a prompt response. Regards. ***** ******* ****

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  GoTo took away a service that I had (texting service). And then they said I needed to pay $20 to set up texting and then pay another monthly fee for texting. These charges are not in the contract, so they're breach of the contract. I spent weeks and many hours attempting to resolve and the GoTo customer service team and resolution team would not acknowledge that their tech team is charging me extra for texting. When attempting to cancel because of the lack of the texting service they should be providing, they refused.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 using LastPass for over 5 years now, and for some reason I cannot reset my password. I go through all the recovery steps, enter the code sent to my email, and it says that the code is no longer valid or has expired. It is impossible to reach a human…no email no phone or live chat available. I need to talk to customer service to reset my password so that I can at least get the hundreds of passwords and information I’ve entered. I have been paying for this company who I though I could trust with all my personal information. I need a resolution asap.

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 Tue, Nov 7, 2023 at 1:35?PM we received an email message from Elizabeth L**** representing herself as a debt collector for the firm Jonathan Neil & Associates, Inc. ###-###-####, ***** ******* ***** *** * ****, Tarzana, CA 91356) attempting to collect a debt for GoTo Communications ($826.96, CN-2###-###-####, File#**********). The paperwork she sent (an unsigned quotation and several fictitious 9/1/22, 10/1/22 invoices that were never sent to us), and the name of the salesman, are known to us because we requested a quotation from GoTo, as well as several other VOIP providers, before we selected our VOIP provider to provide our new service in 10/2021. We never accepted GoTo's offer of service and telephones and believe they may be attempting to defraud the debt collector.

• Initial Complaint

  Date:10/24/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Subject: Intent to Sue for Data Breach and Privacy Violations Dear LastPass Legal Department, I am writing to formally notify you of my intent to pursue legal action against LastPass in connection with a recent and egregious data breach that has resulted in the unauthorized exposure of personal information, including social security information, as well as business information, including the confidential details of thousands of clients and customers, and sensitive passwords. The extent of this breach has caused significant harm, distress, and concern to both me and countless others affected by this incident. LastPass's responsibility to safeguard our personal and business data is paramount, and your failure to adequately protect our information has not only compromised our privacy but has also exposed us to the risk of identity theft, fraud, and other potential damages. As a result of this breach, I am seeking damages in the amount of $1,000,000 to compensate for the harm, stress, and potential financial losses that have arisen due to the data breach. I strongly urge LastPass to take immediate action to rectify this situation, including enhanced security measures, full disclosure of the extent of the breach, and measures to support affected individuals in mitigating potential harm. If LastPass fails to respond promptly and adequately address this matter, I will be left with no choice but to pursue legal action against your company to protect my rights and those of others who have been similarly affected. I trust that LastPass will take this matter seriously and address it in a responsible and timely manner. I hope to avoid the inconvenience and expenses of litigation, but I am fully prepared to take legal action to protect my interests and the interests of others affected by this data breach. Please respond to this notice within [a reasonable timeframe, e.g., 14 days] to indicate your commitment to addressing this situation and reaching a resolution.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 subscribed to a software application called GoToResolve Basic in March 2023. In June 2023 I decided to cancel. Logmein (parent company) refuses to respond to me and keeps charging me $69/month.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a paid FAMILIES account with LASTPASS/LOGMEIN. Recently they had a a data breach, so I changed my master password. That password is not working now and I’m unable to use their account recovery to reset it. Using an iPhone with face unlock recovery doesn’t work, it just spins for hours. There is an option to receive a text at the number I have on my account but I’ve tried that several times and gotten no text message. According to their plans I get 24/7 phone support with my paid subscription, but there is no way to call for help. Literally no one is available to help with this.