ComplaintsforAllstate Identity Protection

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I approached Allstate, February 16, 2024 to cancel my service with them. Rep. ****** accepted cancellation and shared I would receive a credit of $166.43 to my credit card. February 26, ****** called to apologise for delay, credit would be forth coming in 5-10 business days. March 12 I called Allstate to follow up and spoke to Consella. March 13 Concella called shared there was problem crediting my card since the original card had been lost and Allstate didn't have the new card on file. **************** shared any credit issued to the old card would be accepted and credited to the new card. Consella called today to share a check would be mailed within 3-4 weeks. I believe they are delaying to have the time window to dispute charge expire

  

  Business response

  03/14/2024

  Dear **************,
  We sincerely apologize for the experience you had with our company. It is our expectation that each customer has an exquisite customer experience. The delay in your refund will be addressed with the individuals with whom you spoke. To rectify the situation, as requested we have processed an additional refund for the remainder of the annual subscription in the amount of $36.23. You should see a total of $197.89 refunded.  Please allow 3-4 days for the refund to appear back to the credit card account we have on file. Again, we do apologize for any inconvenience this may have caused you. If you need any additional assistance, please contact us at ***************.

  Sincerely,
  ***************************
  Director of Customer Care

  Customer response

  03/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an identity theft protection plan in December 2022. The policy promised to provide: "Real-time alerts for new inquiries to your credit file, so youll know right away if someone is trying to open a credit card or bank account in your name" (copied directly for the Allstate website) On October 6, 2023, a criminal applied for a credit card using my personal information. Allstate failed to alert me. When I called on October 9, 2023 to ask why I was never alerted, the representative said they only check TransUnion. The fraudulent credit card application was submitted to Experian. I told him that the policy terms were extremely misleading and did not indicate that only one credit bureau would be monitored. The website indicates that 1 credit score can be accessed but does not indicate that only on credit bureau will be monitored. They also fail to identify which bureau will be monitored. Furthermore, the quoted text above states that real-time alerts will be provided for inquiries on your credit, it does not say that only one bureau will be reported. The website does not provide a clear explanation on the terms of the policy. I requested a full refund and the representative placed me on hold and said that I would receive a full refund of all the payments I submitted to them since December 2022 ($9.99 per month). Today, October 10th, I received a call from the same representative. He stated that he mistakenly promised me a full refund. He stated that he could only give me up to 3 months. This is unacceptable. I have been a victim of identity theft twice so I purchased this policy with the hopes of preventing or at least being alerted quickly. I am requesting a full refund because of their false advertising and failure to notify me of a fraudulent inquiry on my credit.

  

  Business response

  10/11/2023

  Dear ********************,
  We sincerely apologize for the experience you had with our company. It is our expectation that each customer has an exquisite customer experience. As mentioned, when you spoke with one of our customer care specialists earlier today, we have issued a refund for $109.89 to reimburse you for the time have not been able to fully utilize our service.  Please allow 3-4 business days for the refund to appear back to the credit card account we have on file.  If you need any additional assistance, please contact us at ***************.

  Sincerely, 
  ***************************
  Director of Customer Care

  Customer response

  10/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was When I first joined Allstate, I was on a free protection plan due to a security breach that covered the cost, but when that free period ended I decided to pay for Allstate to continue, since at that time I had seen no reason not to and they already had my information. I checked it on occasion but had not done so in most of 2022 because I never got any security issues of note so did not see a reason to check it.A few months ago, I decided to look in on the account because I was never getting any security updates. When I tried to log in, the website was having an issue and I decided to try back later. I forgot about it for a month or two but I finally remembered to check in. I had to go through a lengthy process to even get into the account, and when I did finally gain access I discovered that all of my personal data was missing aside from my credit card info and current address. This lack of information explains why I was never getting any security updates- Allstate has not been monitoring my data because it seems to have lost all of it. I did log out and back in on a different day just to see if it was some sort of fluke but it was not and my info was gone. Interestingly, when I filed a complaint with BBB, the very next day I received a note saying my email had been found on the dark web and when I went to my Allstate I saw that my email addresses (but nothing else) had magically reappeared along with an expired drivers license.It appears to me that ********************** has lost my info, has no explanation, and is making very little effort to remedy the situation. I have received no correspondence which explains anything, and the small refund I am supposedly getting does not satisfy the issue at hand. If Allstate lost my information but continued to charge me for the protection of that information, that is fraud.

  

  Business response

  05/05/2023

  Dear **************,                                                                                                                                                                                                                                                                                                                                                                    We sincerely apologize for the experience you had with our company. It is our expectation that each customer has an exquisite customer experience. As we discussed, I have issued a refund in the amount of $247.87 ($153.72 back to the card on file and $94.15 on an Amazon gift card that you should receive to the email on file). This amount is in addition to the refunds you have received for the last four months of service in the amount of $76.16. You should receive the funds back to the card on file within 3-4 business days. We truly apologize for the issues you have experienced with our service. If you have any further questions or need additional assistance, please contact me directly at ************. I will be happy to assist!                                                                                                                                                                                                                                
  Sincerely,                                                                                                                                                                                                                                                                                                                                                                      ***************************
  Senior Director of *************

  Customer response

  05/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Late January I signed up for a free 1 month trial. I messaged them on their website to cancel about a week before 30 days of starting trial. I was than in another country for 2 weeks. A few weeks later I noticed I was still getting charged. I messaged again on their site. Next month same thing. There is no option to cancel on their website. Last week I tried to call and was told they tried to call me once when I was in ***** (phone was in airplane mode for 2 weeks). Lady who told me said she couldn't cancel and I needed to be transferred to another department. After being on hold for 45 minutes I hung up. I was at work and had to go. I leave home at 6am and get home at 7pm m-f. I have sent 3 messages and called once. The message are on website and not email format. I messaged to return money for 4 months of service I canceled of ***** each month. I have even disputed the payments with my bank the last 2 months. I would like the service canceled and money refunded immediately.

  

  Business response

  06/21/2022

  Dear ****************,

  
  We sincerely apologize for the experience you had with our company. It is our expectation that each customer has an exquisite customer experience. We have researched your service concerns and it will be addressed with the representative with whom you spoke. What you experienced is not typical of our service.  Per your request we have canceled your Allstate Identity Protection account and issued a refund back to the card on file, in the amount of $71.96. You should see the refund on your account within 3-4 business days.

  If you have any further questions or need additional assistance, please contact me directly at ************. I will be happy to assist.

  Sincerely,

  ***************************
  Director of Customer Care

  Customer response

  06/21/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  ***********************
  
  
   
  

*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. ↩