Reviews
This profile includes reviews for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 72 Customer Reviews
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Review fromMarva C
Date: 02/05/2024
1 starI am a new customer who signed up today to start the free 14 day trial. I already noticed that my score is different that the credit bureaus. After reading the reviews, I am having second thoughts. I will give it another 2 or 3 days to see if any improvement. I will be paying close attention.
Aura
Date: 02/27/2024
Thank you for sharing your concerns about the credit score Aura provides. On our customer console, we do advise that the score you receive with Aura is provided for educational purposes to help you understand your credit. It is calculated using the information contained in your Equifax credit file. Lenders use many different credit scoring systems, and the score you receive with Aura is not the same score used by lenders to evaluate your credit.
Thank you for giving us the opportunity to share information about the score provided by Aura and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements, thank youReview fromKim G
Date: 01/29/2024
1 starTried to cancel online got an “error” no email nothing. I call told it is cancelled but they still took yearly subscription out. Called again told it was my problem I committed to year! When you look on your account there is no where to turn off yearly auto renewal. Also you can’t take your credit card off the account on their website and “Ray” said could not be done on his end. No email, no letter, nothing says I cancelled. Then add the price went up with no notification. This company is supposed to help you far from it. I really needed that money and tried to cancel.Aura
Date: 02/13/2024
Good afternoon Ms. G*********,thank you for sharing your concerns about our refund policy.
Identity Guard annual plans have a 30-day money back guarantee from time of enrollment and renew yearly unless canceled prior to the renewal date.
Renewal notices are sent to customers at least 30 days prior to the renewal date so that customers can make the decision to keep or cancel the service.
Cancellation may be performed through the member console or by calling our Customer Service team. Accounts canceled remain opened until the end of the billing cycle so that customers may use all the benefits they have paid for.
Thank you for giving us the opportunity to share information about our refund policy and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements.
Even though your cancellation request was made after the renewal date, we will honor your request. We have cancelled the membership and issued a refund back to the card ending in 0064 in the amount of $169.59.
If you have any other concerns about the features being provided, please call our Customer Care department at **************.Review fromTrish S
Date: 01/19/2024
1 starTech support bad. I have spent at least 2 hours two nights in a row with somebody having me go in and do all kinds of things with my passwords and then once they get to a certain point they don't know what to do so they say they'll have somebody call you the next day. That didn't happen and when I called back the guy showed me real easy how to do it but then I had so many in there that were duplicated and he said they were writing a program and didn't have anything yet for me to delete all of them and the one guy told me to put all my credit cards in there and then this guy acted like I didn't need to because they're not really protecting any of that type of financial stuff. Regardless after being told that he didn't know how to delete all 150 passwords with one Mass program I got so aggravated that I told him it's not worth this and unfortunately I've already signed up for a year and paid for it because I needed protection immediately. Once we got off the phone and I calmed down I got in there and looked at it and right at the top of the screen is a button that says select all and delete. All that frustration because tech support didn't know how to click on a box and hit the delete button over to the side and miraculously all of them were gone. But he knew I was getting so frustrated and really didn't care we were on the phone for an hour and a half and I was told I had to go in individually and delete each one in their app so if they don't know their own app it's not really making me feel comfortable that I have to rely on them to be monitoring anything. The frustration level is not worth what I paid for and I'm sure it's going to be a nightmare to get a refund. My fault for thinking that what I was hearing was true about them being less of a pain than the 30-day trial I had with LifeLock that lasted Less Than 3 days because of the same issues. It should not be this difficult to have to put your information in I had to change everything over to Chrome to get thereAura
Date: 01/30/2024
We apologize for the inconvenience caused by the recent addition of the Password Manager "delete all" option, which hadn't been properly communicated to our agents yet. Unfortunately, this meant that the information wasn't available to the agent assisting you at the time of your call. We are working to ensure all agents are up to date on the latest features to provide the best possible support.
If you need further assistance, please call our Customer Service at ************. We do have live agents available 24/7. Thank youReview fromSandy T
Date: 12/31/2023
1 starThis company is a total rip off. I was receiving about 20 spam text messages daily. Since I purchased this product I am probably receiving 30 spam text message daily. Now I am forced to change my cell number. DO NOT use this company. PitifulAura
Date: 01/10/2024
Good evening Ms. T*****, we are sorry your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate that our Tech Support team researched the issue and suggested you add some filters based on the type of spam messages you were receiving. Additionally, we suggested that you could report the messages as junk from your messaging app.
Since you cancelled the member within the money back guarantee time frame, we have issued an additional refund in the amount of $10.06 back to the card ending in 9474. We apologize that you were initially refunded a prorated refund in the amount of $79.82.
If you need further assistance, please call Customer Service ************. We do have live agents available 24/7. Thank you Ms. T*****Sandy T
Date: 01/11/2024
Had I not brought the prorated refund to your attention, you would more than likely not have made me whole. I did everything your tech team told me to do far short of spending more money to upgrade my coverage. When I signed up for AURA I clearly told them what my issue was and I was told the coverage I elected would resolve my issues. Couldn’t be any further from the truth for both the refund amount & the technical issues. Thank you but NO thank you! I just hope others just don’t accept the garbage your company feeds them. Thank you for reimbursing the rest of my guaranteed payment even though I had to threaten legal resources.Review fromFrancis B
Date: 12/11/2023
1 starGot sucked in to a Black Friday deal in 2022. Cancelled my membership the day of my renewal and was told I would get a refund in 2-3 business days. I never received a refund but did receive an email acknowledging my cancellation. I called today and was told Aura does not provide refunds when you sign up for a deal so I was charged for the full year. I’ve never experienced this type of service with any other company. I would stay very far away. Customer Service told me I was out of luck. Please let me know if there is someone that can assist.Aura
Date: 12/18/2023
Good afternoon Ms. B*******, I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate the account was cancelled on December 02, 2023. We issued a refund in the amount of $255.90 back to the card on file ending in 2006.
If you have any other questions or concerns about the cancellation, please call our Customer Care department at ************. Thank you Ms. B*******Review fromDean O
Date: 12/06/2023
1 starUseless as tits on a bull ! My email address was found on the dark web. It was found by Capital One, and not Aura. When I called Aura I received a ton of excuses, but no answers. When I asked the representative to give me a refund, they said it was passed the 60 days. So let me get this right, they failed at their job; and I have to still pay them. This company is a scam and no difference than the people they are supposed to guard against. SCAMMERS !!!!!!Aura
Date: 12/18/2023
Good afternoon Mr. O******, I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. While we cannot speak to the methods of other companies, we can assure you that Aura sets the highest possible standards when it comes to detecting the presence of your information appearing on the Dark Web, and identifying with certainty the source of where your information was released from. Alerts will only be sent when all information has been verified as 100% accurate.
Our records indicate that you called to cancel your membership on 12/6/2023. Although your request is past the money back guarantee policy, we will honor your cancellation request. We have cancelled your account completely and we issued a prorated refund of $69.93 back to the card ending in 6495. I am sorry for any inconvenience this may have caused you. Thank you Mr. O******Dean O
Date: 01/11/2024
I do appreciate you did the right thingReview fromGeraldine B
Date: 11/30/2023
1 starWondering if Aura is just a scam as they want more money to resubscribe just 2 months after subscribing? In my opinion this is very questionable and have never heard from them otherwise and can Not cancel from them for a year???Aura
Date: 05/20/2024
I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional ********************** is always our priority. Our records indicate that you have the paid for the membership through 9/18/ 2024. If you would like to discuss the membership or need assistance logging in , please call Customer **********************. Please call us at ************ and any specialist will be able to assist you. We do have live agents available 24/7.Review fromTom S
Date: 11/16/2023
1 starHorrible product, annoying product, its a scam, bad customer service, I would only recommend this to my enemiesAura
Date: 12/13/2023
Good afternoon Mr. S*****, I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate that you called in concerning scam calls but declined to add the Call protection feature to your service. The membership will automatically cancel at the end of term, July 25, 2024.
If you have any other concerns about the features being provided, please call our Customer Care department at **************. Thank you Mr. S*****Review frommichael l
Date: 10/21/2023
1 starMy wife and I called about switching from Experian to Aura. The enrollment adviser told us we could get the Couples plan for $138 a year, IF we paid now. He took my wife's data and when we asked about mine, we were told we had to do it online.
We logged in and immediately noticed we were only signed up for the individual plan. We call the number they gave us and were told that there is no 138 "special" plan. We decline to upgrade and call the enrollment number again.
The adviser we get this time tells us there is no $138 plan and the guy that told us that had just clocked out. Sure he did. If they cant get our enrollment right we dont trust them with our monitoring so we ask to be transferred to the cancellation dept.
The lady there apologizes but insists it was a mistake and there is no "special". We say fine, give us back our money that we gave you 10 minutes ago. She starts to process this and low and behold, She discovers why we were given the individual plan. The original agent pushed the wrong button and she JUST discovered that there is in fact, a $138 deal
I feel this was a bait and switch that most people would just accept and pay the extra money. We would of paid the extra if that was the price we were given at the beginning. But for 3 of the 4 agents to claim the was no deal and then to suddenly "find" it when we demanded our money back sends up so many red flags about their deceptive business practices that we decided not to trust them with our security.
If they cant get the enrollment right, how well can they protect you?Aura
Date: 10/31/2023
Good morning, please accept my apology on behalf of Aura. I am sorry to learn that your experience with the enrollment was less than satisfactory. We value our customers and exceptional service is always our priority.
We have attempted to reach out to your wife to rectify this issue. We would like to offer you a complimentary family plan for 1 year. Please call in at your convenience at ************ and request to speak to Supervisor Aubree.Review fromLinett H
Date: 10/17/2023
1 starAfter much research went with the ****** recommendation. Free 60 Day Trail and opted for yearly promotion as to not miss out on SALE. tried to cancel and the website and the App are very hard to navigate. I contacted prior to 60 day and was put on hold and person never returned. Called a 2nd time to a bussing and no response. I I did succeed in googling how to cancel membership on APP. and was able to 2 days past date. I feel they make it hard to navigate the website and the app to confuse clients and make it harder to give a refund or cancel the subscription/. The issue is they refuse to return any of my funds and will not listen to proof of call history or login history. We did not receive ANY type of benefits from this service and would like at least a partial refund.Aura
Date: 10/25/2023
Good afternoon Ms. H*****, thank you for sharing your concerns about our cancellation process. We apologize that you were unsuccessful in contacting us to request immediate cancellation before the 60 day trial expired. Even though the cancellation request was processed a couple of days after the MBG, we will honor your immediate cancellation request and issue a refund back to the credit card used to purchase the plan ending in 6784.
If you have any other concerns, please call our Customer Care department at **************. Thank you Ms. H*****
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