Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a very similar complaint as the person who filed to BBB on 11/25/2023.This began on May 21, 2024 when I, too, called who I thought was Experian to get help with identity theft issues and believed that I was speaking with an Experian representative. I was told that for a one-time fee of $360, I would have lifetime protection support against identity theft including any information on the dark web. As part of this service, I would be notified if anyone tried to open any account, loan, etc. IMMEDIATELY and no payment would be made without my verbal confirmation. I was also told that I would no longer need my Lifelock account/service which I have had for several years. Again, I was under the impression that I was speaking to an Experian representative. So, it sounded very appealing that I didnt need to make a continued monthly payment to Lifelock especially when Lifelock notifies me after the incident has happened. Thankfully, I had not canceled it yet. Since my call on 5/21/2024 and payment of $360, I have been notified by Lifelock 4 times including twice that very day (5/21/24) AND NOT ONCE BY THE CONSUMER INFORMATION BUREAU!!!!! As the other person who filed a BBB complaint on 11/25/2023, I am very worried about this company and their staff having all my personal information. BUYER BEWARE!!!

  Business response

  06/24/2024

  Dear ********,

  We appreciate you bringing your concerns to our attention and sincerely regret any concern this situation may have caused. Allow us to address your concerns and provide some clarity about our company and services.

  Our company has been in business since 2001, establishing a long-standing reputation for trustworthiness and reliability. We are committed to ensuring that every customer is fully satisfied with our program. We offer a comprehensive satisfaction guarantee: If within seven days of your purchase, you are not satisfied, please call us at ************. If we cannot resolve the issue, we will provide a full refund.

  We also offer a 100% Money Back warranty. By following the steps outlined in our program, any unauthorized or fraudulent activity will be removed from your credit reports, or you will receive a full refund.

  One of the unique benefits of our program is that we do not store, or do not have access to any of your personal information. This approach enhances security and ensures your privacy.

  Regarding your concern about not receiving notifications, unlike other monitoring services, our program ensures that you receive alerts directly from the creditors before an account is opened, rather than generic alerts managed by a third party. This approach enhances proactive protection, addressing issues before they become major problems, rather than merely monitoring and fixing damage after it occurs.

  Ideally, we wish you had contacted us directly and given us a chance to clear up any misunderstandings. Our records indicate that you were fully refunded, and we hope this alleviates some of your concerns.

  We are here to support you and address any remaining issues you might have. Please feel free to reach out to us for further assistance.

  Sincerely,

  *********************
  Consumer Information Bureau, President
  Mobile Phone: ************
  Email: **********************

  Customer response

  06/25/2024

   
  Complaint: 21839689
  
  I am rejecting this response because what you stated and what I was told over the phone is not the same.  I was specifically told that someone from your Support Team would contact me immediately as soon as any account was attempted to be opened or any suspicious activity was indicated.  After 6 different notices from Life Lock and nothing from your Team or anyone else, I realized that something was very wrong.  I didn't contact you directly for 2 reasons: 1. I didn't want hear any more sales pitches and I don't feel as though I can trust your staff.  Like I said, I was under the impression that I was talking to Experian.  If I would have realized this before giving out all my information that I was talking to a 3rd party, I would have refused the sale.  
  
  Sincerely,
  *****************************

  Business response

  07/17/2024

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

  Thank you for your detailed response. We take all feedback seriously and are continuously looking for opportunities to improve. We sincerely apologize for the frustration and inconvenience you have experienced.

  We understand that dealing with identity theft is incredibly stressful, and our intention is always to provide the best possible support and protection for our customers.

  It appears there was a miscommunication regarding the nature of our program and how the alerts work. If anyone has your information and they attempt to use it to obtain credit, the application process will be stopped, and the merchant or lender will vigorously verify the identity of the applicant. The phone number you provide will be on the alert and the creditors can call you for authorization before any accounts are opened. This type of verification and notification is different from the post-incident notifications provided by LifeLock or other monitoring services.

  We strongly believe that our proactive approach to preventing identity theft before it happens offers significant benefits. This method allows for issues to be addressed before they become major problems, providing a higher level of protection and peace of mind.

  We regret any miscommunication that *** have occurred, as this proactive approach is a key benefit of our service. We have taken steps to ensure that all our employees communicate this effectively. We worked directly with the individual you spoke with and re-trained her on the details of the program including the alert process to ensure accuracy and consistency going forward. In addition, we have provided refresher training to our entire company.

  We also want to reassure you that we prioritize the security and privacy of our customers **********************. Our protocol of not storing personal information is designed to enhance security and prevent unauthorized access.

  Finally, as soon as we were notified of your dissatisfaction with the program, you were fully refunded.

  If there are any unresolved issues or I can be of any assistance, please contact me directly at ************.

  Sincerely,

  *********************
  Consumer Information Bureau, President
  Mobile Phone: ************
  Email: **********************

  Customer response

  07/17/2024

   
  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

  04/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Description:Auto Charge For Invoice ********** Invoice Number ****** Customer ID ****** PO Number ******************* Billing Information ************************************* *************************************************************************************** ******************* (561) 781-1879Shipping Information Total:$360.00 (USD)Payment Information Date/Time:11-Apr-2024 10:40:43 EDT Transaction ************** Payment Method:Visa xxxx5435 Transaction Type:Purchase Auth Code:094043 Merchant Contact Information CONSUMER INFO ********** *********************** US ***************************

  Business response

  05/06/2024

  Dear Better Business Bureau,

  We received the complaint regarding the credit card transaction. Although it did not specify the nature of any complaint, we have fully refunded the transaction.

  Thank you for your assistance in addressing this matter. If the customer has any questions in the future they can contact us directly.

  Consumer Information Bureau, Support Team

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

• Initial Complaint

  11/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 8th 2023 I called what I thought was Experian to get help with Identity Theft issues, while speaking with the person that I believed to be a representative for Experian I was told that they could take care of the problem for $350 . Keep in mind I think I am talking to Experian , thinking that this is what needed to be done I agreed and paid what they wanted. I was given a long speech on why I should do just what they said. All I wanted was this to be taken care of. I was told that I would receive paperwork to fill out and get back to them, as of today I have not received anything from the people pretending to be an Experian representative. After some digging and a phone call to Experian I have found out that they are not part of Experian and was told that I just got scammed again. They told me to call my credit card company and let them know. But now these people have all my personal information. The last thing they said was I should pay for my wife at a discount, and being scared that this might happen to her Reluctantly I did give them another $150 so she can be protected as well.When the person asked for my SS number I told them that I didnt want to give it to anyone because they might be scamming me as I speak. I was told that ( you called us we didnt call you) thinking back they didnt say they were part of Experian but they didnt say they werent part of Experian, so still thinking that this is legit I did what I thought I had to do to get this taken care of.

  Business response

  12/08/2023

  Hello ****,
  
  Apologies for any confusion. Our tracking information shows the program was delivered on October 7, 2023. I wish we would have known that you didnt receive it. I see that you have already spoken with *************************** at our office and all issues were resolved. If we can be of any help in the future, please let us know.
  
  Sincerely,
  
  *********************
  Consumer Information Bureau, President
  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Protect Your Identity disabled my account on 6/5/23 after I received an email from Experian, does not accept fraud alert requests submitted by 3rd parties Protect Your Identity had myself call ******************************* and one of the credit bureaus and listened while on the 3 way call. I am elderly and I find this matter very disturbing.

  Business response

  09/07/2023

  Upon receiving the complaint we reached out to the customer. There was a misunderstanding and the customer advised us that any outstanding issues have been resolved.

*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. ↩