Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Well this company has been charging me for who knows how long and i never gave them permission to charge a reoccurring payment to my account it also seems as tho they were charging me ***** at one point and now all of a sudden are charging me ***** when i never signed any agreement to do business with them!!! (So how do you charge me more when i never agreed to tha first charge?!?) I also dont even know who the company is or what service they even provide so i called them to find out and to tell them to delete my card from their system and asked if they could refund me any money they have charged and their response was you signed up with a free trail (when i never did again please show me proof!!!) and then after that free trial expired you agreed to be charged monthly (which again i did not!!!) they are a scam because again what service did u even provide nothing because AGAIN i never signed up with anything and never received anything so how could u possibly charge me and not want to refund me after I DID NOT DO BUSINESS WITH THIS COMPANY!!!
Business response
09/10/2024
To sign up for our credit monitoring and identity theft services, members must provide personally identifiable information as well as answer security questions provided by the major credit bureaus. We have a record of this members call on Sept. 4, 2024, where the member stated they had been using our services as they paid off a lease. We called this member on Sept. 5, 2024, and again on Sept. 9, 2024. They did not answer either calls or texts on the same dates. We addressed their request.Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I called today and talked to *******. She kept interrupting me. I'm filing a complaint about them continuing to take money out of my account. They have been told to stop. If they take anymore money out I will go further up the line of business practice complaints against them.Business response
09/10/2024
We called this member on Sept. 5, 2024, and again on Sept. 9, 2024. They did not answer either calls or text messages on the same dates. We addressed their request.Initial Complaint
09/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
DO NOT TRUST THEM!! THIS IS A SCAM!!! Somehow, without my knowledge, I was enrolled into their services. I was charged a fee of $34.99/month for over two years. I called and cancelled the subscription, however, they only offered a refund of 4 months worth of fees. No one is responding to my emails and Im currently waiting for a supervisor to call me back. I spent over an hour on the phone and had to speak with 3 different representatives to even be offered the option to submit a request for all of our money to be refunded. I need a manager to call me immediately!!!Business response
09/10/2024
To sign up for our credit monitoring and identity theft services, members must provide personally identifiable information as well as answer security questions provided by the major credit bureaus. We spoke with this member over the phone on Sept. 9, 2024. We addressed their request.Customer response
09/11/2024
Complaint: 22240116
I am rejecting this response because: This business uses shady tactics in order to get their business. They purposely prey on people who are in search of loans, and make it a requirement to pay a $1 fee to them in order to apply for loans through other businesses, in hopes that the customer forgets, THEN they automatically begin charging them a monthly subscription payment. The worst part of this is, this is their business model. The whole model for how they make money. Disgusting. This is where their customers come from. Preying on families like ours who were in search of financial resources and robbing them of their hard earned money in hopes that we dont notice what theyre doing. This business is fraudulent and what theyre doing is despicable. During our phone call, the manager acknowledged that she understood that us signing up of the service was an accident and sees how easily that can happen, but refused to refund our money. She said that we were being sent emails, but the email address they had on file was our JUNK email, meaning it is not used as a primary source of contact/communication.Its extremely disheartening that they would go to these lengths to make money, lacking integrity and resorting to shady practices is surely not the characteristics of a business that I would want responsible for keeping my identity/personal information secure. This entire case needs to be thoroughly investigated, as well as the business as a whole separate from this case. They are 100% frauds and must be held accountable so that this doesnt continue to happen to others.
Sincerely,
***************************Business response
09/12/2024
Our cancellation policy is outlined in the terms and conditions upon enrollment. We spoke with this member over the phone on Sept. 9, 2024. We addressed their request.Initial Complaint
08/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I continue to get emails from this company about someone named "******" about her identity, accounts, needing new credit card information etc. I am tired of getting these emails, I tried to call the company to get my email off this persons account and they did nothing. There are multiple reports of this company being aware of peoples identities being stolen where card information, name and emails are not the person and someone gets ahold of their credit reports yet this company is somehow still in business with their fraud like activity. I do not want their service, never signed up for emails and now have account information for someone who I have no idea who they are. I want my email taken off this persons account immediately and I do not want anymore email from you.Customer response
08/19/2024
IdentityIQ has reached out to me and ensured email address was taken off the persons account. Manager said she would reach back out to ensure that no additional emails have gone through within 48 hoursInitial Complaint
08/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I call in and can canceled my membership and they kept taking money from me I would like it backBusiness response
08/15/2024
We spoke with this member over the phone on Aug. 14, 2024. We addressed their request.Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been trying to cancel my subscription for a month, and have been calling the number provide and stay on hold for hours with no pick up but they keep trying to bill me. Cancel subscriptionBusiness response
08/13/2024
We have no record of this member calling in to cancel their account. We spoke with this member over the phone on Aug. 12, 2024. We addressed their request.Initial Complaint
07/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I talked to a representative on 7/19/2024 to cancel my membership. I was told i had until 7/22/2025 to cancel. The representative told me to take advantage of the free trial options until then.I was charged ***** on 7/22/2024. I called to explain my situation, and I was told they couldn't do anything for me.Customer response
07/26/2024
Good afternoon,
I was contacted today by a member of the company I filed against.
She is giving me a full refund.
Thank you very much for your work on this.
****** Pinter
Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In November, ************************************************************************************** doing so, I was falsely led to a for profit credit repair service who demanded a $1 payment to enlist their services. I naively obliged. Fast forward to July 10, 2024 and I receive a notification for a declined payment of $26 to Identityiq. I found a phone number for this company and they informed me that I had been enrolled in a 7-day, $1 per month promotional program with an increase to $26 per month thereafter. I instructed the representative to cancel the subscription immediately, requesting a refund for the previous 7+ months of payment that I never enrolled in. She responded with the terms and conditions were in the supplied email, and we do not offer refunds. To which I stated that I never entered into an agreement with them and that through all of my emails there was not a single one for me to have approved this transaction personally. I even checked my spam folder where I did find statements and multiple notification emails for changes to my credit, security breaches, etc. I requested a supervisor, to which she replied we do not provide refunds. I then demanded a supervisor, at which point she placed me on hold for approximately ten minutes and the line went dead. I called back at 5:15pm Mountain time, long before their 7:00 west coast closing time and got an automated closed, call back later message. All I want is my $182 back for the 7 months of payments that I never authorized, and an answer as to who signed me up for this with MY information and how Identityiq, an information protection/ insurance company let this happen and why they refused to help!Business response
07/25/2024
We spoke with this member over the phone on July 23, 2024. We addressed their request.Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
So once again I have to file a complaint because Identity IQ is being very fraudulent with service. I called yesterday on July 2 to cancel the account. I activated a new account new account and received the cancellation for the previous account but why am I receiving another charge to my account! And I paid already for the new account yesterday. So once again they are trying to double charge me for multiple accounts when I only have 1 account that is supposed to be active now.Business response
07/12/2024
We spoke with this member over the phone on July 8, 2024. We addressed their request.Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was getting a loan from another company. Without my knowledge, I somehow managed to get a membership into this company. I called them to cancel my membership. But they told me that they do not give refunds.Business response
06/20/2024
We spoke with this member over the phone on June 20, 2024. We addressed their request.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
336 total complaints in the last 3 years.
51 complaints closed in the last 12 months.