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:01/07/2025

  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.

  Have never been able to sign in to get rewards with the pin number I was sent by mail I've never been able to reap the benefits of what I'm supposed to be paying for the total amount that I am disputing is the $62.35 this amount is from October 4th of 2024 to present month January ******. I wish to cancel membership and have total refund since I was unable to collect any rewards thank you

  Business Response

  Date: 01/21/2025

   

  Thank you for bringing this matter to our attention. At Privacy Patrol, our main goal is to protect our clients from identity theft while ensuring they are completely satisfied with our services. We are committed to maintaining transparency and integrity, evident in our straightforward, hassle-free cancellation policy.

   

  Our premium identity theft protection focuses on industry-leading monitoring and recovery services to safeguard the privacy and security of you and your family. With identity theft affecting over 27 million Americans in the past five years and causing over $53 billion in losses last year alone, our mission has never been more critical. Our ID Early Warning System, which scans various data sources for potential identity theft indicators like suspicious address changes, ensures you receive timely alerts to prevent any security breaches.

   

  We also offer a comprehensive suite of services, including $25,000 in identity theft insurance per member, access to an identity education center, criminal identity checks, online reputation monitoring, and credit monitoring. We are confident that you will find our services comprehensive and effective.

   

  Regarding Ms. ***** ******** she became a member in September 2024 in response to a direct mail campaign. During her signup, we clearly communicated our terms and benefits, and she consented to automatic billing using her personal checking account. Her contact details were provided for updates via her cell and home phone numbers. We also confirmed her membership and service details through detailed postal mail and email.

   

  Upon receiving this complaint, we promptly contacted Ms. ******* to address her concerns. She initially expressed frustration regarding difficulties in redeeming her reward. On January 20th, 2025, our customer service manager, ******, personally assisted Ms. ******** helping her navigate our portal to redeem her reward successfully. After reviewing the benefits of her protection plan and resolving the issues, Ms. ******* has chosen to continue her membership without seeking a full refund. We have adjusted her membership rate to better suit her budget.

   

  We are pleased to confirm that Ms. ********* concerns have been fully resolved, and she remains a satisfied member of Privacy Patrol. Our dedication to customer satisfaction is underscored by our A+ rating with the Better Business Bureau and a strong 4.1 rating on Google.

   

  Thank you for your time and consideration.

   

  Sincerely,

   

  ***** ****

   

   

  

• Initial Complaint

  Date:11/26/2024

  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.

  I didn't sign up for anything, but somehow they got my bank account information and charged me $29.85. I called my bank to see why I had a negative balance and they said that there was a charge for $29.85 on my account. The bank gave me the name of the business that a check was sent to. I don't even have checks so I know I didn't send them a check. I have called them and they said they can't close the account because they had sent me a package. They said I had to wait on the package and then I could close the account. I depend on my social security check to live on and even this small amount keeps me from being able to pay a bill.

  Business Response

  Date: 12/06/2024

   

  Thank you for bringing this to our attention. At Privacy Patrol, our main goal is to protect our clients from identity theft while ensuring they are completely satisfied with our services. We pride ourselves on maintaining transparency and integrity, which is why we offer a 100% hassle-free cancellation policy.

   

  Privacy Patrol provides top-tier identity theft protection, focusing on industry-leading monitoring and recovery services for you and your family. Your privacy and protection are always our top priority.

   

  Identity theft has reached epidemic levels, impacting over 27 million Americans in the last five years. Last year alone, it affected an estimated 10 million individuals, resulting in over $53 billion in losses. In response, we developed Privacy Patrol's ID Early Warning System, a proprietary detection tool that scans hundreds of data sources at varying intervals for potential identity theft indicators, like suspicious address changes. This system ensures you receive immediate alerts when potential identity theft is in progress.

   

  For context, Ms. ******* ******* became a member in October ********************************************************* ******* reached out to us directly to enroll in our services. We do not make outbound calls for enrollment. During her signup, we clearly communicated the benefits and terms, including a $29.85 monthly fee for identity theft protection and recovery services. Ms. ****** provided her checking account through *********** beginning with 04 and ending in 8656 for automatic billing and shared her contact details for updates. We followed up by sending her  detailed order materials sent via USPS and an email confirmation. She also provided her contact details (telephone # ************) to keep her informed about her membership along with her email address, *********************************************************************************************************************.

     

  In response to her request,  we have canceled Ms. ******** membership.  A full refund will be issued by January 7^th if one is owed.   Please rest assured that Privacy Patrol has a 100% cancellation policy and enforces it.  We are proud of our A+ rating with the Better Business Bureau and our 4.1 rating on ******, which reflect our dedication to customer satisfaction.

   

  We hope this resolves the concerns raised regarding Ms. ******** case.

   

  Thank you for your time and consideration.

   

  Sincerely,

  *****************************************************************************************************************************************************************************************************************************************************************************************
  Director of Operations

   

  

• Initial Complaint

  Date:10/30/2024

  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.

  Received card in the mail that says $250 in reward dollars from different merchants. It also says see website for terms and conditions. Except there's no website on the card anywhere. I called and instantly it went silent. I held for a few seconds and thought they might be trying to get info from my phone and hung up. Call this number ************. They can be reached 7 days a week from 8AM-11PM, EST. This is not the first one of these cards I have received. I get one every year and I've talked to TT them once and it was about Identity Theft. I was off the phone almost immediately after I found out what it was. Never received anything.

  Business Response

  Date: 11/06/2024

   

   

  Thank you for bringing this to our attention. At Privacy Patrol, our primary goal is to protect our clients from identity theft, ensuring their complete satisfaction with our services. We are dedicated to maintaining transparency and integrity, which is why we offer a 100% cancellation policy, allowing our customers to terminate their services freely, without any hurdles.   We also specialize in and promote My Property Protection, with the primary goal of providing home title monitoring to ensure our customers' complete satisfaction. My Property Protection focuses on safeguarding our customers' most valuable assettheir homeusing advanced tools and technology.

   

  Our U.S.-based team uses cutting-edge technology to monitor millions of property records 24/7, alerting you to any changes in your home's ownership status. We protect our members from criminals who file fraudulent deeds, claiming ownership of your home, and then taking out loans against your equity. This alarming crime can jeopardize your most important asset. We are committed to transparency and integrity, which is why we offer a straightforward cancellation policy, allowing our customers to terminate their services easily, without any hassle.

   

  For clarity, Ms. ******* proactively contacted Privacy Patrol herself to redeem her reward for our identity theft protection services. We do not make outbound enrollment callsshe called our office directly. However, our records indicate that Ms. ******* did not enroll and has no active membership with us. We have since removed her name from our mailing list and added her to our Do Not Mail List.

   

  Our A+ rating with the Better Business Bureau and a 4.0 ****** rating reflect our commitment to customer satisfaction. Thank you for your attention to this matter; we trust this response addresses Ms. ***** ********* concerns.

   

  We trust this resolves the issues you've highlighted regarding Ms. ******** case. 

   

  Thank you,

   

  ***** ****

   

  

• Initial Complaint

  Date:10/23/2024

  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.

  I just called a number on a postcard and wanted to be removed from their mailing list and they said they couldn't do it, that it was sent out by privacy patrol, and it's for a $250 reward, and I want to be removed from their mailing list, and the 800 number doesn't do it. And supposedly, although I don't believe it, I was talking to a supervisor and she said she doesn't have that ability because it didn't come from them. And I was hung up on. I am disabled and on a fixed income.

  Business Response

  Date: 11/06/2024

   

  Thank you for bringing this to our attention. At Privacy Patrol, our primary goal is to protect our clients from identity theft, ensuring their complete satisfaction with our services. We are dedicated to maintaining transparency and integrity, which is why we offer a 100% cancellation policy, allowing our customers to terminate their services freely, without any hurdles.   We also specialize in and promote My Property Protection, with the primary goal of providing home title monitoring to ensure our customers' complete satisfaction. My Property Protection focuses on safeguarding our customers' most valuable assettheir homeusing advanced tools and technology.

   

  Our U.S.-based team uses cutting-edge technology to monitor millions of property records 24/7, alerting you to any changes in your home's ownership status. We protect our members from criminals who file fraudulent deeds, claiming ownership of your home, and then taking out loans against your equity. This alarming crime can jeopardize your most important asset. We are committed to transparency and integrity, which is why we offer a straightforward cancellation policy, allowing our customers to terminate their services easily, without any hassle.

   

  For clarity, Ms. ****** proactively contacted Privacy Patrol herself to redeem her reward for our identity theft protection services. We do not make outbound enrollment callsshe called our office directly . However, our records indicate that Ms. ****** did not enroll and has no active membership with us. We have since removed her name from our mailing list and added her to our Do Not Mail List.

   

  Our A+ rating with the Better Business Bureau and a 4.0 ****** rating reflect our commitment to customer satisfaction. Thank you for your attention to this matter; we trust this response addresses Ms. ***** ******** concerns.

   

  If you have any questions or need further information, please feel free to reach out.

   

  We trust this resolves the issues you've highlighted regarding Ms. ******* case. 

   

  Thank you,

   

  ***** W

   

  

• Initial Complaint

  Date:09/03/2024

  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.

  August 26 2024, privacy patrol texted me about my banking account and I was NEVER told by them about any type of payment! I feel Privacy Patrol is a scam!! They are very sneaky and I want to stop them from doing this to anyone else!! I called Privacy Patrol and the woman I spoke to was immediately rude, mean and ended up hanging up on me!! I really feel scammed and this company should be held accountable!!

  Business Response

  Date: 09/11/2024

   

  Thank you for bringing this to our attention. At Privacy Patrol, our main goal is to protect our clients from identity theft while ensuring they are completely satisfied with our services. We pride ourselves on maintaining transparency and integrity, which is why we offer a 100% hassle-free cancellation policy.

   

  Privacy Patrol provides top-tier identity theft protection, focusing on industry-leading monitoring and recovery services for you and your family. Your privacy and protection are always our top priority.

   

  Identity theft has reached epidemic levels, impacting over 27 million Americans in the last five years. Last year alone, it affected an estimated 10 million individuals, resulting in over $53 billion in losses. In response, we developed Privacy Patrol's ID Early Warning System, a proprietary detection tool that scans hundreds of data sources at varying intervals for potential identity theft indicators, like suspicious address changes. This system ensures you receive immediate alerts when potential identity theft is in progress.

   

  We complement this service with a suite of identity prevention and response products, including $25,000 in identity theft insurance per member, access to an identity education center, criminal identity checks, online reputation monitoring, and credit monitoring. We are confident you will be more than satisfied with our services, and we are always available to assist you or your family.

   

  For context, Ms. ****** ****** became a member in July ********************************************************* ****** reached out to us directly to enroll in our services. We do not make outbound calls for enrollment. During her signup, we clearly communicated the benefits and terms, including a $29.85 monthly fee for identity theft protection and recovery services. Ms. ****** provided her **** card ending in 9464 for automatic billing and shared her contact details for updates. We followed up by sending detailed order materials via **** and an email confirmation. She also provided her contact details (telephone # ************) to keep her informed about her membership along with her email address, ***********************************************************************************************************************************.

     

   

  Ms. ****** later contacted our customer service team in response to an SMS regarding her billing information, at which time she provided updated payment details, including a new **** card ending in 9080. This indicates that she was aware of her membership, as she provided her billing information twice to ensure continued protection.

   

  In response to your concerns, we have canceled Ms. ******* membership. As both checks for her initial payment were returned by her bank, no refund is due. Please rest assured that Privacy Patrol had no intent to deceive Ms. ****** in any way. We are proud of our A+ rating with the Better Business Bureau and our 4.0 rating on ******, which reflect our dedication to customer satisfaction.

   

  We hope this resolves the concerns raised regarding Ms. ******* case. 

   

   

  Sincerely,

  ***** W

   

  

• Initial Complaint

  Date:08/06/2024

  Type:Customer Service 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 was not authorized they took money from my 80 yr old mothers bank account and she said she didn't sign up for anything. I have POA and control her finances so I tried to call and get this refunded and cancelled but i wasn't able to get anyone on the phone, they don't answer. I am reporting this to hopefully get help in getting her money refunded and cancell this monthly fee. How can you cancel something if no one answers when you call them..

  Business Response

  Date: 08/22/2024

   

  Thank you for notifying us of this concern. At Privacy Patrol, we specialize in providing ************************* services. Please note that Privacy Patrol maintains a straightforward 100% cancellation policy, ensuring no obligations for our clients. Upon review, our records indicate that the customer in question does not appear to have an active or recent membership based on the details provided.    After multiple attempts to reach ****************** at the provided phone number, we have been unable to contact her to confirm and locate her mother's membership with our company. We kindly request that she calls us directly, and we will be more than happy to assist her with a full refund.  I have also copied ****************** on this email.

   

  Kind regards,

  ***** W

  Manager Privacy Patrol

   

  

• Initial Complaint

  Date:07/19/2024

  Type:Customer Service 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.

  Signed up for their privacy patrol service. I have tried to cancel the service 2 times after over 2 years of my business. Upon my second attempt to cancel the service the customer service representative yelled at me and hung up without canceling my service. I am being charged $9.90 per month.

  Business Response

  Date: 08/07/2024

   

  Thank you for notifying us of this concern. At Privacy Patrol, we specialize in providing ************************* services. Please note that Privacy Patrol maintains a straightforward 100% cancellation policy, ensuring no obligations for our clients. Upon review, our records indicate that the customer in question does not appear to have an active or recent membership based on the details provided.    After multiple attempts to reach ************** at the provided phone number, we have been unable to contact her to confirm and locate her membership with our company. We kindly request that she calls us directly, and we will be more than happy to assist her.

   

  We appreciate your diligence in this matter. Should you require further discussion or additional information, do not hesitate to contact me directly at ************.

   

  Kind regards,

  ***** W

  Manager Privacy Patrol

   

  

• Initial Complaint

  Date:07/10/2024

  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.

  Privacy Patrol has duped another elderly person. This service was not agreed to and money has been taken from a checking account. Beware of this company, they prey on the elderly.

  Business Response

  Date: 07/22/2024

   

  Thank you for bringing this to our attention. At Privacy Patrol, our primary goal is to protect our clients from identity theft, ensuring their complete satisfaction with our services. We are dedicated to maintaining transparency and integrity, which is why we offer an uncomplicated cancellation policy, allowing our customers to terminate their services freely, without any hurdles. To provide some context, ********************************* became a member following a direct mail advertisement she received from us. In May 2024, he responded by initiating contact with Privacy Patrol for our identity theft protection services.

   

  During his enrollment, we clearly communicated the benefits and terms of the 30-day trial membership to both Privacy Patrol and My Property Protection, our home title monitoring service. Post the trial, members can choose to continue with both services at costs of $29.85 and $19.95 per month, respectively. This was well-explained to ********************, Furthermore; we discussed the convenience of automatic deductions from his checking account or credit card. For transparency, he provided us his checking account information for this purpose ending in 9761. Additionally, he gave us his contact details (telephone # ************)   to keep him informed about his membership. Following this, we dispatched detailed order materials explaining the enrolled programs to him via USPS.

   

  In light of the concerns you've raised, we have already taken steps to cancel Mr. ********* memberships in both services and confirm that all charges made for these services have been refunded to him.  We greatly appreciate all feedback and remain committed to maintaining the integrity and transparency that has earned us an A+ rating with the Better Business Bureau.

   

  We trust this resolves the issues you've highlighted regarding ************************ case.

   

  Thank You,

   

  ***** W

  Director of Operations

  

  Customer Answer

  Date: 07/25/2024

  
  Complaint: 21970884
  
  I am rejecting this response because:
  The $29.85 has not been refunded as of 07/25/2024. As for the second charge mentioned by the company in question, that charge was blocked by the bank and has a different company name than the other charge of $29.85. Why are they trying to make it look like they are two different companies? 
  The bank says what it sees in the bank system looks like a check with a made-up check number. Under no circumstances is this company to contact ****** for any reason by phone, by **** mail or by any other means. Under no circumstances is this company to attempt to engage to sell me any product of any type. 
  
  Regards,
  
  ***************************** with his POA

  Business Response

  Date: 08/09/2024

   

  In light of the concerns you've raised, we have already taken steps to cancel Mr. ********* memberships in both services and confirm that all charges made for these services have been refunded to him.  The refund has been processed and ****************** should receive it shortly.  We greatly appreciate all feedback and remain committed to maintaining the integrity and transparency that has earned us an A+ rating with the Better Business Bureau.

   

  We trust this resolves the issues you've highlighted regarding ************************ case. 

   

  ***** W
  Director of Operations

   

  

  Customer Answer

  Date: 08/14/2024

  
  Complaint: 21970884
  
  I am rejecting this response because:
  
  As of 8/14/2024 no refund has been received and no refund is pending to the account from which it was taken. If the refund was processed as per the companys reply it should have posted in 3 business days. The first response also claimed steps were taken to refund $29.85 and that also is not supported by the facts: no refund has been received.
  
  Regards,
  
  ***************************** with his POA

  Business Response

  Date: 08/22/2024

   

  In light of the concerns you've raised, we have already taken steps to cancel Mr. ********* memberships in both services and confirm that all charges made for these services have been refunded to him.  The refund for his identity theft protection service,  of $29.85 ,  has been processed and ****************** should receive it shortly.   Mr. ********* payment for his Home title monitoring was returned from his bank.   We greatly appreciate all feedback and remain committed to maintaining the integrity and transparency that has earned us an A+ rating with the Better Business Bureau.

   

   

  We assure you there was no intention to deceive ********************. Our A+ rating with the Better Business Bureau stands testament to our integrity. As per Mr. ********* request, his service has been cancelled with no monies due.  We trust this addresses your concerns, and I am available for further discussion or information as needed. We trust this resolves the issues you've highlighted regarding ************************ case. 

   

  ***** W
  Director of Operations

   

  

  Customer Answer

  Date: 08/27/2024

  
  Complaint: 21970884
  
  I am rejecting this response because:
  
  Despite the business repeatedly stating a refund has been processed no refund has been posted to the bank account in question. Four (4) business days have elapsed since the latest response from the business and no refund. This request has been in limbo for 4 weeks. 
  
  Regards,
  
  ***************************** with his POA 

  Business Response

  Date: 09/05/2024

   

   

   

  Our records show that a full refund check was mailed to ************************ home on August 23rd via ***** The check was sent to ********************************************** Apt 2, **********, OH *****. We have made several attempts to reach ******************** by phone, and while he answered once, he disconnected the call.

   

  At this time, we consider the matter closed.

   

  Thank you.

   

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

  Director of Operations

   

   

  
  

• Initial Complaint

  Date:02/12/2024

  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.

  I don't ha any idea what this company is. I did NOT sign up for this. So I don't know why or how they are taking the money out of my account. I want this account terminated immediately. I don't understand how you got access to my money in my account because I did not authorize the withdrawals from my account.

  Business Response

  Date: 02/27/2024

   

  Thank you for bringing this to our attention. At Privacy Patrol, our primary goal is to protect our clients from identity theft, ensuring their complete satisfaction with our services. We are dedicated to maintaining transparency and integrity, which is why we offer an uncomplicated cancellation policy, allowing our customers to terminate their services freely, without any hurdles.

   

  We confirm that *********************************** is a registered customer who joined ********************** in November 2023, following a response to our direct mail outreach. She enrolled in our identity theft protection services, designed to offer vigilant monitoring and prompt alerts concerning potential identity security threats.

   

  During her sign-up, ************************ was informed about the 30-day trial period, after which she could choose to end her subscription or continue at a monthly rate of $29.85. We detailed the automatic payment setup, which required her to provide her bank or credit card details for monthly billing. ************************ opted to use her Mastercard, ending in 1737, and confirmed that the card was under her name.

   

  ************************ also provided her contact details, including her address and phone number *************), ensuring open communication regarding her membership.

   

  Following your query, we have issued a refund to the Mastercard associated with **************************** account and have terminated her membership with Privacy Patrol, in line with Mastercard's compliance standards and our dedication to customer satisfaction. We suggest that ************************************* directly discuss this matter with ***** to prevent similar issues in the future. Our commitment to ethical practices is evident from our A+ rating with the Better Business Bureau.

   

  Kind Regards,

   

  Renee 

   

  

• Initial Complaint

  Date:02/08/2024

  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.

  This company preys on seniors who feel they need protection when in fact the company is only stealing their money. My mother sign up and we have been calling to cancel the service she does not need but no one will call back. It is a reoccurring charge on her bank account that needs to be canceled. I saw the charge on my mothers bank account and have been trying to get it canceled. When no one calls back their customers no service can be provided.

  Business Response

  Date: 02/27/2024

   

  I appreciate you bringing this matter to us. At Privacy Patrol, our core mission is to safeguard our clients from identity theft, and we are deeply committed to ensuring their utmost satisfaction. We stand by our principles of transparency and integrity, offering a straightforward cancellation policy that permits our customers to disengage from our services at any point without any complications.

   

  Our records indicate that ***************************** initiated her association with Privacy Patrol in July 2019, in response to a direct mail campaign we conducted. She opted into our identity theft protection services, which are meticulously designed to provide monitoring and timely alerts to our users about potential threats to their identity security.

   

  Upon her enrollment, **************** was briefed about a 30-day trial period, post which she had the liberty to either discontinue the service or proceed with a subscription at a monthly charge of $24.85. We explained the process of setting up automatic payments, necessitating her to furnish details of her bank account or credit card for the monthly charges. **************** decided to register her **** card, ending in 1737, for this purpose.

   

  Additionally, **************** shared her contact information, including her address and phone number *************), to facilitate seamless communication regarding her membership. In January 2022, she updated her payment information to a new **** card, ending in 7983. Recognizing her valued patronage, we extended a senior discount, adjusting her monthly subscription fee to $14.85.

   

  We have since processed a refund to ****************' **** card and have cancelled her membership with Privacy Patrol, in adherence to the compliance standards set by **** and our unwavering commitment to customer satisfaction. Our dedication to upholding transparent and ethical practices is reflected in our A+ rating with the Better Business Bureau.

   

  Best Regards,

   

  *****