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:01/17/2024

  Type:Service or Repair 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.

  I signed up for a free 30 day trial of this service, because one of my debit cards got compromised and I wanted to see if it was a part of a breach. This is my first time signing up for it. I got charged $9.99 for the free trial that they confirmed was still free. Im hoping its a hold, but *** never seen a trial have a hold. I need that to be reversed.

  

  Business Response

  Date: 01/18/2024

  January 18, ****
  
  
  Dear *********************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you signed up for a 30-day free trial with IdentityForce but received a charge for $9.99. You are requesting the charge is refunded.
  
  Please note, as of January 18, ****, your IdentityForce account reflects a canceled status. In addition, IdentityForce has not deducted funds from the financial account entered during your account registration. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on January 16, ****. After several service alert emails were issued, you canceled your account. Shortly after, an account cancellation notice was issued via email.
  
  Please note, when entering payment information to complete account creation, the Terms and Conditions, state, in part, When you sign-up for a free trial, some credit card companies may immediately place a temporary hold on your account for your first payment. Please contact your credit card company if you have questions. The Terms and Conditions are listed directly under the payment information section and require acceptance to proceed with account creation. The pending authorization of $9.99 listed on the financial account was a pre-authorization hold. This hold is required to ensure account authenticity and payment ability. A payment will only be deducted if the account remains active after the free trial expires.
  
  As stated above, your IdentityForce account reflects a canceled status. In addition, IdentityForce has not deducted funds from the financial account entered during your account registration.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:12/13/2023

  Type:Product 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.

  Company will not cancel my account after I sent them formal notice by email. The first time they rejected my email, the second time they replied and stated that I would need to call them in order to cancel (email attached). I have tried to call several times and have been placed on hold until they eventually disconnect the call. I am asking for them to cancel before the next subscription charge. I am not in contract with them where there is a service length commitment. There is no reference to how to cancel a subscription on their website, making it difficult for customers to do so.

  

  Business Response

  Date: 12/22/2023

  December 22, 2023
  
  Dear ***********************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you are unable to cancel your IdentityForce account. You state you contacted IdentityForce by email but were advised that you needed to call IdentityForce for further assistance.  You state you called IdentityForce several times, but never connected with a representative. You are requesting that your account is canceled before your next subscription charge.
  
  Please note, as of December 22, 2023, your IdentityForce account reflects an active status. IdentityForce attempted to contact you by telephone and will follow-up again for additional assistance. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on June 203, 2021. After your account was created and registered online, service alert and account emails were issued to the email address on file.
  
  On December 11, 2023,you called IdentityForce requesting assistance with a password reset. The representative emailed a link to your email address on file and confirmed account access.
  
  On December 13, 2023,you called IdentityForce on two occasions. The representatives were assisting other callers and were unable to accept your calls. Later that afternoon,IdentityForce received your email requesting follow-up assistance.
  
  On December 22, 2023, a representative placed an outbound phone call, but was unable to connect to review your request. The representative scheduled a follow-up appointment and will place an additional outbound call next week.
  
  Please note, for security reasons, IdentityForce cannot process cancellations or refunds via email request. Instead, we request the customer contact ******************** via telephone for further assistance.
  
  As stated above, as of December 22, 2023, your IdentityForce account reflects an active status.IdentityForce attempted to contact you by telephone and will follow-up again for additional assistance. We apologize for any delay in assistance and appreciate your feedback and comments.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  Sincerely,
  
  **************
  IdentityForce Escalation Team

  Customer Answer

  Date: 12/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:12/11/2023

  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 Sept 18, 2023, I received a charge on my credit card from a business called "Identity Protection Svcs" in the amount of $89.90. After checking my statements I realized I had been charged the same amount a year prior. I don't know how long it has been going on, as it is a service I never signed up for, haven't used, and have never received any correspondence. I used their contact form to tell them to delete my information and they replied that I had to do it over the phone, even though they never needed a phone call to "sign me up." Based on the reviews on this site this is a common practice of theirs.

  

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  
  Dear ***************************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states on September 18, 2023, you received a charge of $89.90 from Identity Protection Svcs. You reviewed your statements and confirmed the same charge was deducted last year. You state you never signed up for the service and have not received correspondence. You state you contacted IdentityForce to request deletion of your information and were advised your request must be completed over the phone. You are requesting a full refund.
  
  Please note, IdentityForce was unable to locate an account or Consumer Privacy request related to the email address, phone number or name provided on your consumer complaint. 
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

  Customer Answer

  Date: 12/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 12/22/2023

  December 22, 2023
  
  
  Dear ***************************,
  
  
  Thank you for providing additional documents to assist with your complaint review. 
  
  IdentityForce was able to locate information related to the last four digits of the credit card provided, however the information is associated with an alternate consumer. To protect the confidentiality of the information, IdentityForce will reach out via telephone to the consumer for further assistance. The consumer may also contact IdentityForce directly at ************.
  
  Please note, IdentityForce is unable to disclose information with third parties unless authorization is provided by the consumer.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:12/11/2023

  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.

  This October a landlord fraudulently used my rental application info to sign me up for this. Turned out to be a scam and I contacted Identity Force the second I was charged. They assured me in haughty tones I could not remove my card number but I could cancel so I accepted. It wasn't canceled and I was charged for two months. Every email I sent had a kickback email that instructed me to call them. I called and was told to email. Finally tonight a man there told me they had no record of my cancellation so it was my fault for having given the landlord my info on a rental application. rich that a company whose goal is to protect identity takes fraud so lightly.seriously, gfy.

  

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  
  Dear *********************************,
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states a landlord fraudulently used your rental application to create an IdentityForce account. When you contacted IdentityForce, you were advised your credit card information could not be removed, but your account could be canceled. You state you were charged for two months and each email you sent to IdentityForce was returned with a request to call in. You called IdentityForce and verified the account was still open. You are requesting your account is canceled and a refund of $60.00 is issued.
  
  Please note, as of todays date, December 18, 2023, your IdentityForce account reflects a canceled status and two credits of $29.95 have been issued. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on October 9, 2023. Shortly after your account was created and activated online, alert and account related emails were sent to the email address on file.  On December 9, 2023, and December 11, 2023, you contacted IdentityForce via email requesting cancellation assistance. IdentityForce responded requesting you call in to confirm your account and complete your request. On December 11, 2023, you called IdentityForce. The representative submitted your request for cancellation and your request for a refund. On December 14,2023, IdentityForce called the telephone number on file and left a voice message. The representative made a second outbound call and spoke with you regarding the refund and cancellation. The representative verified your IdentityForce account was canceled and confirmed the credit card on file as valid. The representative then processed two credits of $29.95. The representative advised to allow seven to ten business days for the refund to process and provided their contact information if additional assistance is needed.
  
  Regarding your request for the deletion of your credit card information, IdentityForce will process a data deletion consumer privacy request for your account. Once your personal information is obfuscated, you will receive a completion email.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  Sincerely,
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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.

  This company enrolled me for its data monitoring and tracking services at the request of my health insurance company. I was not provided an option to enroll, and did not provide consent to be enrolled or have my data monitored or collected. I did not give this company permission to enroll me in any of its services, and would like my account deleted, immediately. In addition, I would like written confirmation from the company that my account was deleted, that any data previously collected was deleted, and that no data was shared with my health insurance company (or any other third-party).

  

  Business Response

  Date: 09/15/2023

  September 15, 2023
  
  
  Dear *******************************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you were enrolled with IdentityForce at the request of your health insurance company. You state you were not provided an option to enroll and did not provide consent to be enrolled. You would like your account and personal information deleted along with written confirmation that deletion was completed.
  
  IdentityForce records reflect your account was created on March 8, 2023, with ****** ************ DBA ************ through Cigna.  At that time, a Registration notification was issued via email advising Identity **************** services and registration information. Since account registration was not completed,additional Registration notifications were sent along with Identity Reports emails between March 2023 and September 2023. On September 11, 2023, you contacted IdentityForce via phone and requested your account be canceled and information deleted. The representative deactivated your IdentityForce account and submitted a request for deletion. Later that day, you contacted IdentityForce to advise that cancellation confirmation was not received. The representative escalated your request for further review.
  
  Please note, your Identity **************** services are provided by ****** ************ DBA ************ through Cigna. For account cancellation or billing assistance, we request you contact your ************************** or insurance broker. IdentityForce is unable to cancel your account but can deactivate your online dashboard and account notifications.
  
  In regard to your deletion request, IdentityForce was unable to fulfill your request for the following reason(s):
  * Complete the pending transaction and/or continue servicing your account
  * Comply with a legal obligation
  * Otherwise use the consumers personal information, internally, in a lawful manner that is compatible with the context in which the consumer provided the information
  
  IdentityForce will place you on our list to opt-out of selling your information, per the applicable US State Privacy Laws and Regulations.
  
  Please note, the US State Privacy Laws and Regulations define sale broadly and include selling, renting, releasing, disclosing,disseminating, making available, transferring, or otherwise communicating orally, in writing, or by electronic or other means, a consumers personal information by the business to another business or a third party for monetary or other valuable consideration.
  
  IdentityForce may disclose a customers personal information with third parties to ensure identity protection services are rendered.
  
  As stated above, your Identity **************** services are provided by ****** ************ DBA ************ through Cigna. For account cancellation or billing assistance, we request you contact your ************************** or insurance broker. This will ensure your inquiry is processed correctly and your updated records are issued to IdentityForce. Once your account is canceled, please submit a new request for the deletion of your personal information.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  Sincerely,
  
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:09/08/2023

  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.

  The business website advertises that it is BBB Accredited.The BBB website states this company is not BBB Accredited.*************************************** (footer)

  

  Business Response

  Date: 09/15/2023

  September 15, 2023
  
  
  Dear *************************,
  
  
  Your consumer complaint filed with the Better Business Bureau (BBB) was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states that IdentityForce advertises that it is BBB Accredited on its website, however the BBB website states that IdentityForce is not BBB Accredited.  You are requesting that IdentityForce update the company website to reflect correct accreditation information.
  
  Please note, IdentityForce is affiliated with TransUnion LLC *******, **. As a result of that affiliation, IdentityForce references the BBB Accreditation of TransUnion LLC.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  Sincerely,
  
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:08/26/2023

  Type:Product 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.

  I signed up for a 30 day free trial and they charged my credit card. Ive emailed and called. They said they couldnt cancel subscription over email to call so I did. They guy I spoke with said he couldnt cancel my account someone would get ahold of me and no one has and I want my money. They werent supposed to charge my card in the first place

  

  Business Response

  Date: 09/06/2023

  September 6, 2023
  
  
  Dear *************************************
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you signed up for a 30-day free trail, but IdentityForce charged your credit card. You requested cancellation by email and phone, but IdentityForce was unable to provide assistance with cancellation or refund. You are requesting a refund.
  
  Please note, as of September 6, 2023, IdentityForce has not deducted funds from the financial account entered during your account registration.  In addition, a callback was completed to assist with cancellation. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on August 21, 2023. Between August 22, 2023, and August 26, 2023, you called IdentityForce four times for assistance. On two occasions, your call was routed to an intake agent. An intake agent will gather necessary contact information and incident details, then forward your request to a Resolution Specialist for further assistance.
  
  Please note, when entering payment information to complete account creation, the Terms and Conditions, state, in part, When you sign-up for a free trial, some credit card companies may immediately place a temporary hold on your account for your first payment. Please contact your credit card company if you have questions.  The Terms and Conditions are listed directly under the payment information section and require acceptance to proceed with account creation. The pending authorization of $19.95 listed on the financial account was a pre-authorization hold. This hold is required to ensure account authenticity and payment ability.A payment will only be deducted if the account remains active after the free trial expires.
  
  As stated above, IdentityForce has not deducted funds from the financial account entered during your account registration.  In addition, a callback was completed to assist with cancellation. Please contact IdentityForce at ************ for additional information and/or cancellation assistance.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  Sincerely,
  
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:08/22/2023

  Type:Product 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 paid for Identity Force annual services which includes immediate assistance with identity theft/credit card theft issues. On August 12, 2023, my new credit card was stolen in the mail (during delivery to my home). I have been contacting Identity Force with regard to the identity theft since August 12....today is August 22nd, 2023. Each time I call Identity Force, a third-party answering service picks up and states that "all reps are too busy to answer the line so you've been routed to this answering service" and "all we can do is pass the message along and someone from Identity Force will call you back when they have time". On one call I requested a supervisor of the call service to hopefully receive more information as to why no one from Identity Force would call back to assist me. I was told my call message would be escalated, but to remember that "assistance calls for identity theft are on a "first-come first-served basis so you'll have to wait your turn". My renewal auto-charge for $199.90 on 07-01-23. As I am not receiving the service I paid for, and not being contacted in ANY WAY after reaching out repeatedly for assistance with identity theft, I am requesting a full refund of $199.90, and a halt to any and all automatic billing from now on. The Identity Force site does NOT allow for removal/halting of auto-billing or altering payment on the account in any way. And there is NO way to contact Identity Force for billing, or any other customer service help. I am anticipating ********************** claiming they have "tried to call"...however there have been NO attempts to call, NO phone messages, NO texts, NO emails, NO mail, and NO follow *** to assure contact was made. A great deal of damage can be done to my identity and security in the time it is taking Identity Force to respond and assist. Their behavior is unacceptable.

  

  Business Response

  Date: 09/01/2023

  September 1, 2023
  
  
  Dear *********************************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you are an IdentityForce member and receive assistance with identity theft related issues. Your membership was renewed on July 1, 2023, for an annual fee of $199.90.  On August 12, 2023, your new credit card was stolen from your mail. You contacted IdentityForce for assistance, but each call was answered by a third-party answering service. The answering service advised all representatives were busy and requested information for a call back. You have yet to receive follow-up via phone call, phone message, email or postal mail. In addition, your request for follow-up from a supervisor was not completed.  You are requesting a full refund of $199.90.
  
  Please note, as of todays date, your account is closed and a full refund of $199.90 has been issued. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on July 1, 2020, and renewed on July 1, 2023. Between August 13, 2023, and August 16, 2023, you placed three inbound calls that were routed to an incident intake queue. The intake agents requested a summary of your issue and offered a callback from a Restoration specialist.
  
  On August 22, 2023, you called IdentityForce and spoke with several Customer Support representatives. Online dashboard assistance was reviewed, and your fraudulent incident and supervisor escalation were forwarded for follow-up.
  
  On August 23, 2023, and outbound call was placed by your dedicated Restoration specialist. The specialist left a voicemail and sent an email with follow-up information. Unfortunately, your Restoration specialist was not available when you placed your return call.  The Customer Support representatives offered assistance, but you requested to speak only with your dedicated specialist.
  
  On August 24, 2023, after several inbound calls and voicemails, you connected with your dedicated Restoration specialist. You advised your issues with service and requested your IdentityForce membership canceled.You stated you received incident assistance from an alternate company and requested a full refund of $199.90. You also requested that all account information be deleted.The specialist advised the process for dashboard cancellation, deactivated your account, and processed your refund.
  
  On August 25, 2023, you emailed IdentityForce advising cancellation completed and confirmation emails received, but no confirmation that your refund was issued. Your specialist sent an email confirmation that your refund was processed on August 24, 2023, to your credit card ending in XX04. The specialist advised the credit should reflect within 5 business days. In addition, an email confirmation was sent advising your deletion request was in process. Later that day you emailed IdentityForce advising no pending credit listed and further refund confirmation needed. Your specialist replied and advised the exact time of your credit and credit processing expectations.
  
  Please note, an intake agent will gather necessary contact information and incident details. Once intake complete, the agent will provide follow-up expectations and time frame for restoration assistance. We apologize for the delay in follow-up to your fraudulent incident.
  
  As stated above, as of todays date, your account is closed and a full refund of $199.90 has been issued.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

  Customer Answer

  Date: 09/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response is barely truthful regarding Identity Forces attempts to return my calls/requests for assistance. It DOES however clearly show that no one from Identity Force reached out to me until 11 days after my first request for help regarding identity theft. That is absolutely unacceptable. It is also unconscionable that Identity Force's long response did NOT include one word of apology or acceptance of responsibility for not providing the service nor assistance that their customers pay for. Though a refund was issued, one would argue that refunding an annual fee for refusing to provide contracted service is a clever way to not then have to pay out recovery/assistance fees promised in assisting restoration of stolen identity. Clever. Disgusting...but clever. Also disgustingly clever is the resolution specialist stating "If the other company who ended up assisting you doesn't work out, come on back with us!" That's a hard "no"...but thanks anyway! (*eyeroll*). Back to the form letter portion..."The refund will have to do in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved". 
  
  
  *********************************

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair 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.

  I've been a member of Identity Force for the last 3 years. During that time, I didn't have any issues with the service and it worked fairly well. I set the notifications for a certain dollar amount on all of my credit cards/accounts and stayed informed. My renewal was in April but I missed the date by a couple of weeks. I called a representative and he was of little help and stated "a specialist" would call me back. I waited several days but no call back. I called ID Force and spoke with someone who knew how to assist with my renewal and I paid the annual fee. I thought everything was fine but a week later, I made several larger transactions on my credit cards and financial accounts but I didn't get any notifications. I called and a rep stated they had computer/technical issues and they were working on it. A week after that, I made several more larger transactions between accounts and never got notifications. I called back and another rep took my info and stated "a specialist" would call me back. She suggested I delete my accounts & re-enter them; that didn't work & still no notifications or call back. After 3 more calls and reps and getting bumped to "priority status," still no call back!Long story short, I have had ZERO notifications for any of my credit cards or financial accounts! It's been 2 months; I have made 8 phone calls in the last 2 weeks with assurances that "a specialist" will call. I have tried to call Corporate, the fraud "hotline," member's services, Legal, and another customer service number. No human has answered a phone and no one has called back! I don't know what's going on with this business but 1. I would like them to fix the issue 2. If they can't fix it, I want a full refund of $322.99. I would like to see Identity Force investigated; members can't update or change our info and the entity that's supposed to inform its members of a breach can't even send routine notifications.

  

  Business Response

  Date: 09/01/2023

  September 1, 2023
  
  
  Dear ***************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you have been an IdentityForce member for three years with no issues. You state you missed your account renewal in April and when you contacted IdentityForce, the agent advised a specialist would follow-up. You did not receive a call back, and when you contacted IdentityForce again, the agent was able to update your payment information and reactivate your account. After several large transactions were completed, you noticed the IdentityForce alerts were no longer being issued. You called IdentityForce and were advised of a technical issue that is currently being researched. You called IdentityForce several times to review the status of the issue, but no call backs received. You are requesting resolution of the technical issue and a full refund of $322.99.
  
  Please note, as of todays date, an additional credit of $134.58 has been issued to address inconveniences experienced with your transaction monitoring alerts and the delay in our IdentityForce call backs. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on April 7, 2021, with a yearly account renewal of $322.99. When your account renewal was attempted on April 7, 2023, payment failed. On April 21, 2023, a cancellation email was issued. Later that day, you called IdentityForce to review account reinstatement. The representative forwarded your request to a specialist and advised follow-up expectations. Shortly after, you called IdentityForce and a representative was able to update your payment information and successfully reinstate your IdentityForce account.
  
  Between May 26, 2023, and August 23, 2023, you made multiple calls to IdentityForce to review and verify the status of your transaction monitoring alerts. The representatives advised of a technical issue and offered partial credits for the inconvenience.
  
  Please note, IdentityForce is currently working on updating the technology behind our product to ensure a better customer experience. We apologize for the delay and appreciate your patience.
  
  As stated above, as of todays date, an additional credit of $134.58 has been issued to address inconveniences experienced with your transaction monitoring alerts and the delay in our IdentityForce call backs.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

• Initial Complaint

  Date:08/03/2023

  Type:Product 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 paid subscription to IdentityForces theft-protection software. It has features including fraud alerts for questionable use of a customers personal information. On July 28, 2023, I received an alert that my social security number was connected to an address that Im unfamiliar with, indicating a potential fraud. I promptly called and emailed IdentityForce as their email instructed to try to better understand the alert and what steps I need to take. I received what appear to be automated email responses from IdentityForce instructing me to call them because they could not provide a substantive response via email. I called many times. Each time I was either disconnected after a long hold without being connected to a representative, or I was connected to a representative who could only take my information to pass along to a specialist. The representatives I spoke with said they could provide no substantive help to understand my fraud alert. They promised to escalate my concern and ask a manager to call me, but I never received a call. The last call I made to IdentityForce was the morning of August 3, 2023. I again spoke with a representative who could take my information but not offer more help. I informed them that I was going to report IdentityForce to the BBB because of the continued inability to get in contact with someone who could offer substantive help to understand the concerning fraud alert.

  

  Business Response

  Date: 08/09/2023

  August 9, 2023
  
  
  Dear *****************************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you received an alert from IdentityForce advising your social security number was associated with an unrecognized address. You state you contacted IdentityForce via email and phone but did not receive assistance. You state your calls went unanswered, or the representative was only able to forward your information for follow-up from a specialist. You state you have not received follow-up and are requesting a refund or incident assistance.
  
  Please note, our records indicate that as of August 7, 2023,you have connected with an IdentityForce representative to review your alert and fraud threat.  A summary of our research and results is listed below.
  
  IdentityForce records reflect an alert was issued on July 29, 2023, regarding an address that was detected and associated with your Social Security Number. The email advised if there is unfamiliar information,this could be an indication of identity theft. The email suggested you:
        1.  Get a current copy of your credit report to confirm no fraudulent activity has occurred.
        2.  Notify one of the credit bureaus directly by either (1) Going to your IdentityForce Dashboard, selecting Credit in the left side menu and clicking on the ************* Dispute Form links at the bottom of your Credit Summary; or (2) You may also call one of the bureaus directly:
  Experian ************** |TransUnion ************** | Equifax **************
        3.  Place a one-year fraud alert on your credit file. From your IdentityForce Dashboard, click on Credit in the left side menu and then select Set a Fraud Alert Reminder to activate this service.
  
  Between July 29, 2023, and August 3, 2023, you placed five calls to IdentityForce. During each call, a Resolution Specialist was not available for incident review and your call was routed to an intake agent. An intake agent will gather necessary contact information and incident details, then forward your request to a Resolution Specialist for further restoration assistance.
  
  On August 4, 2023, a Resolution Specialist contacted you via phone. The specialist reviewed alert details and steps to remediate the fraudulent threat. You confirmed that you contacted and reported the threat to the ************************ (FTC), **************************** and ******************************* The specialist advised follow-up expectations and next steps.
  
  On August 7, 2023, a Resolution Specialist contacted you via phone. The specialist verified no additional fraudulent activities and all proactive measures completed, including credit bureau alerts. The specialist advised follow-up procedures if further fraudulent activity identified.
  
  As stated above, our records indicate that as of August 7, 2023, you have connected with an IdentityForce representative to review your alert and fraud threat. We apologize for any delay in assistance and appreciate your feedback and comments.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

  Customer Answer

  Date: 08/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************