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:03/08/2025

  Type:Service or Repair 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 experienced identity fraud and thought I was contacting Experian and the agent that answered my call, sold me a identity protection program by the Consumer Information Bureau for $360. I was told I would have a support team that would clean up my credit as a result of identity theft. Instead, I received and self-service guide that included several steps that I can take myself to remove and restore fraud activity on my credit report. There is no phone number to call and only email addresses. This is a highly misleading program and I want a refund. This company is a scam and should not be able to sell to consumers.

  Business Response

  Date: 04/07/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to this complaint. Maintaining a strong reputation with the BBB and upholding its Standards for Trust are of utmost importance to our organization.
  
  After thoroughly reviewing the complaint, we respectfully request that it be removed from our record. The allegations made are not only false but also defamatory and misleading to potential customers.
  
  The complainant asserts that our company is a scam and falsely claims that we misled them regarding our services. These accusations are factually incorrect:
  We provided clear and accurate information at the time of sale, including direct access to a personal support representative and a full support team.

  The agent, *****, explicitly provided his direct phone number during the call, as shown in the attached transcript excerpt:
  Youre also going to get the support team of experts that come with your program. My name is ****** C-O-R-E-Y, and the phone number is **************, direct extension 8056.

  The customer confirmed they had pen and paper ready and wrote down the contact information.

  In addition to verbally providing the number, our toll-free phone number was included multiple times, including in the Terms and Conditions and the Meet Your Support Team document delivered to the customer.

  Our Terms and Conditions clearly state that certain elements of the program are self-directed and require the customers participation. This was fully disclosed at the time of purchase.

  If at any time a customer is dissatisfied or wishes to request a refund, the materials include a toll-free number to facilitate that process quickly and easily.
  
  The customers desired resolution was a refund, which we issued in full on March 10, 2025 (see attached receipt).
  
  Despite delivering on what was promised and making every effort to ensure the customers satisfaction, the complaint paints a highly deceptive picture of our business practices and falsely brands our company as a scam. Such statements are defamatory and could severely harm our reputation if allowed to remain public.
  
  As the BBBs Complaint Submission Guidelines state, consumers must submit only truthful accounts, and the ******************** reserves the right to remove any complaint that contains false, misleading, or objectionable content. Additionally, under the BBBs Terms of Use, users warrant that all submitted information is accurate, and BBB has the authority to remove content that is defamatory, false, or otherwise objectionable.
  
  Given the clear evidence provided showing the falsity of the claims, and in accordance with the BBBs own standards, we respectfully request the following:
  1.Removal of this complaint from our BBB record due to its false and defamatory nature.

  2.Assurance that this complaint will not negatively impact our BBB rating or accreditation status.
  
  We take pride in our customer service and the quality of our program. We remain fully committed to the highest standards of honesty, transparency, and integrity that the BBB stands for. Thank you for your time, attention, and commitment to fairness.
  
  Respectfully,
  

  ***** *****
  Consumer Information Bureau, President
  ************
  

  
  Attachments:
  1.Copy of Refund Receipt Showing a full refund issued to the customer on March 10, 2025, satisfying the customers requested resolution.

  ******* and Conditions Provided to the customer at the time of enrollment, clearly outlining that certain elements of the program are self-directed and that a toll-free support number is available for assistance and refunds.

  3.Transcript of the Call Highlighting that the customer was verbally provided with the agents direct contact number and informed about the support team and program structure.

  Business Response

  Date: 04/07/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to this complaint. Maintaining a strong reputation with the BBB and upholding its Standards for Trust are of utmost importance to our organization.
  
  After thoroughly reviewing the complaint, we respectfully request that it be removed from our record. The allegations made are not only false but also defamatory and misleading to potential customers.
  
  The complainant asserts that our company is a scam and falsely claims that we misled them regarding our services. These accusations are factually incorrect:
  We provided clear and accurate information at the time of sale, including direct access to a personal support representative and a full support team.

  The agent, *****, explicitly provided his direct phone number during the call, as shown in the attached transcript excerpt:
  

  Youre also going to get the support team of experts that come with your program. My name is ****** C-O-R-E-Y, and the phone number is **************

  , direct extension 8056.

   

  The customer confirmed they had pen and paper ready and wrote down the contact information.

  In addition to verbally providing the number, our toll-free phone number was included multiple times, including in the Terms and Conditions and the Meet Your Support Team document delivered to the customer.

  Our Terms and Conditions clearly state that certain elements of the program are self-directed and require the customers participation. This was fully disclosed at the time of purchase.

  If at any time a customer is dissatisfied or wishes to request a refund, the materials include a toll-free number to facilitate that process quickly and easily.
  
  The customers desired resolution was a refund, which we issued in full on March 10, 2025 (see attached receipt).
  
  Despite delivering on what was promised and making every effort to ensure the customers satisfaction, the complaint paints a highly deceptive picture of our business practices and falsely brands our company as a scam. Such statements are defamatory and could severely harm our reputation if allowed to remain public.
  
  As the BBBs Complaint Submission Guidelines state, consumers must submit only truthful accounts, and the ******************** reserves the right to remove any complaint that contains false, misleading, or objectionable content. Additionally, under the BBBs Terms of Use, users warrant that all submitted information is accurate, and BBB has the authority to remove content that is defamatory, false, or otherwise objectionable.
  
  Given the clear evidence provided showing the falsity of the claims, and in accordance with the BBBs own standards, we respectfully request the following:
  1.Removal of this complaint from our BBB record due to its false and defamatory nature.

  2.Assurance that this complaint will not negatively impact our BBB rating or accreditation status.
  
  We take pride in our customer service and the quality of our program. We remain fully committed to the highest standards of honesty, transparency, and integrity that the BBB stands for. Thank you for your time, attention, and commitment to fairness.
  
  Respectfully,
  

  ***** *****
  Consumer Information Bureau, President
  

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

  
  

  Customer Answer

  Date: 04/08/2025

   
  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:06/12/2024

  Type:Billing 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:04/25/2024

  Type:Delivery 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.

  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

  Date: 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

  Date:11/25/2023

  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.

  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

  Date: 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

  Date:08/17/2023

  Type:Sales and Advertising 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.

  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

  Date: 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.