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:01/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/3/24 I enrolled in a free trial from Identity IQ. On 9/10/24 I cancelled the subscription, but to my surprise I was charged $29.99. I called their customer service department and informed them I cancelled the subscription on time but I was still charged. The representative argued with me and refused to issue a refund. This was a horrible experience I will never ever use this service again!!!

  

  Business Response

  Date: 01/16/2025

  Our records indicate this member did not cancel their trial within the agreed-upon time. We have a record of their call on Sept. 10, 2024, where we successfully assisted the member with canceling their account. We spoke with this member on Jan. 13, 2025. We addressed their request.

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** *******

• Initial Complaint

  Date:01/09/2025

  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.

  ************************************* ************ has charged me for subscribing to their service. But, i have never subscribed to their service. They are not refunding the amount either.

  

  Business Response

  Date: 01/16/2025

  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 Jan. 15, 2025. We addressed their request.
  
  

• Initial Complaint

  Date:12/13/2024

  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 have been unable to contact anyone (as in, get ahold of anyone on the phone) to help resolve my issue and cancel my membership indefinitely based on this experience. For the past several months I have been double charged and paying for two memberships under the same account. I dont understand how this happens and how hard it is to get ahold of someone. I figured this company had morals and wanted to help people get their credit back on track, but by charging an extra ***** a month? Thats the opposite of help. And Im now reading they dont offer refunds. I highly doubt Ill see that money back, even though I didnt authorize the second charge nor sign up for a secondary service (why would I for the same account?). Its a shame because they were helpful at first but now I feel taken advantage of and robbed when Im trying to make my life better. I earn enough, but ***** is a tank of gas to get me to work. It makes a difference.

  

  Business Response

  Date: 12/20/2024

  We have no record of this member calling in to cancel their account. Our records indicate this member has not been charged for a secondary account. Members have two predominant methods to cancel their services. This can be done by calling our ******************** during business hours at ************** or, where available, clicking the cancel button from the member dashboard. We attempted to contact this member by phone and text on Dec. 14, 2024, Dec. 16, 2024, and Dec. 17, 2024. We addressed their request.

• Initial Complaint

  Date:12/09/2024

  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 was trying to do credit repair and was referred to Identity IQ and told to sign up for the 1.00 trial period like many of the other people whom have filed complaints. I am very frustrated due to the fact that I then went on and stayed with them and told them I was on a budget yet they started to charge me the higher amount (with a small discount) I am at around ***** a month for services I cannot even use. I have had issues with identity theft and recently have had unauthorized money coming out of my checking account on a situation that I have had a hard time disputing. When I called them, the *** was VERY condescending with me and told me that it was all up to me to just dispute everything with the bank. The theme was that I was basically on my own and they really were not going to help me with anything and that it was all my sole responsibility to deal with everything according to the two ***'s that I spoke with. It is odd that they advertise that they will help with issues such as these and this feels like "False Advertising and Fraudulent Misrepresentation" I do not understand what the point is to say that you are a credit monitoring service when someone could go and get the information for free from the three credit bureaus and dispute the items on their own. What it the point to having a service that advertises and promises services that they do not seem to honor or will not help with? I do not feel that it is fair to pay over ****** a year to be put down by their customer service representatives if I have an issue and only to not get help. I also had to call to get the proper name since they seem to have different names and addresses. I could not even locate their California information. They should be licensed in ** and **.

  Customer Answer

  Date: 12/12/2024

  I contacted Identity IQ again tonight and the *** was totally rude to me again. Once again, he seemed to blame my situation on me. I told him how some unauthorized people seemed to be using my phone number and he told me it would be up to me to file a police report and defend myself to the police on this. This was ridiculous. He blamed my situation on me. I am very upset by the way that they do not honor their product and do not help and want me to give them full control over my accounts, SSN, etc. I want my money back. On top of this, I was supposed to be on the 6.99 a month plan. (I had a discount).  I cannot deal with the attitudes of the people that work for this company. 

  

  Business Response

  Date: 12/17/2024

  We have a record of this member's call on Dec. 7, 2024, where explained to the member how we can support them every step of the way in their fraud recovery journey. We also explained that a **** is needed in order for their dedicated fraud restoration specialist to contact the institutions for them. We attempted to contact this member on Dec. 10, 2024, and Dec. 12, 2024, but were disconnected both times by the member. We spoke to this member over the phone on Dec. 13, 2024. We addressed their request.

• Initial Complaint

  Date:12/04/2024

  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.

  From August of 2023 until this month, November 2024, I have been charged every month for this service I only used once and only planned on using once. Even when i paid for this the first time the service did not seem to do anything for me. I spent several months trying to search for a way to contact this service to cancel my subscriptions and have found no information in my emails and no information when searching online to contact the service. Also when searching through the posts of other people having this same experience i cannot find a way in which they were able to directly communicate in order to attempt to cancel their subscription. I have tried to make a complaint with ****** and unfortunately they want me to contact Identity Intelligence first to attempt to cancel although there has been no information anywhere on how to contact this service. So far i have spent a total of ****** on this service although i have been trying to get it canceled. I believe this is a scam i unfortunately got myself into when trying to verify my personal information to rent an apartment. I believe it is intentional that i cannot find any way to contact this service to end the subscription they have me on. I want this to end and i want to be able to receive back as much money as I am able to.

  

  Business Response

  Date: 12/13/2024

  Members have two predominant methods to cancel their services. This can be done by calling our U.S.-based customer care team six days a week during business hours, or, where available, clicking the cancel button from the member dashboard.
  
  We have a record of this member's call on Oct. 13, 2023, where this member was notified that their account would remain active. We emailed this member on Dec. 10, 2024, and again on Dec. 12, 2024, with no response. The phone number on file for this member is no longer in service. We addressed their request.
  

• Initial Complaint

  Date:11/30/2024

  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 attempted to cancel services on November 27th 2024. My call could not go through and I was traveling for the holidays so it was hard for me to call repeatedly. I called again November 28th 2024 and they are closed for Thanksgiving. Identity IQ allows consumers to sign up easily online but forces consumers to call to cancel. Their website states to cancel anytime but they are not available to cancel at any time as they make you call to cancel. The customer service is not available anytime as they have a set time that they are open. My card was charged $21.99 but I did not want to keep the service beyond the 7 day trial. Also on November 21st 2024 when I signed up they could not retrieve my credit report. They told me to call back in 24 hours since the consumer reporting agency wouldnt allow them to get my credit reports due to me not being properly verified, which took away 1 day from my trial. Identity IQ said it was out of their control. But I still only had a 6 day trial as oppose to 7. THEY MADE IT HARD FOR ME TO CANCEL. I SHOULD HAVE BEEN ABLE TO CANCEL IN MY ACCOUNT. THIS IS DONE ON PURPOSE TO TAKE CONSUMERS MONEY.

  

  Business Response

  Date: 12/10/2024

  Trial offers must be canceled within the agreed-upon time. Members have two predominant methods to cancel their services. This can be done by calling our U.S.-based customer care team six days a week during business hours, or, where available, clicking the cancel button from the member dashboard. We have record of this member's call on Dec. 2, 2024, where we assisted this member in canceling their account. We called this member on Dec. 2, 2024, and again on Dec. 9, 2024. They did not answer either call or text on both dates. We addressed their request. 

• Initial Complaint

  Date:11/21/2024

  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've tried to cancel this subscription that I don't even remember signing up for on the first place but the wait time is ridiculously long and there isn't another option. The card they were using expired last month but they changed the expiration date on their end (I never did this!) and are still charging me. At the VERY least they should refund November's payment and cancel this subscription.

  I filed a previous complaint because they changed my card expiration date without me. I have another problem with this situation. My plan was upgraded from the $19.99 plan to the $26.99 plan without any consent. I have the emails where one month they say your bill is $19.99 then April 2023 the next email says we've upgraded your plan your bill is now $26.99. I get that sometimes the price of the plan you are on increases, but for a company to just change your plan to a more expensive one (there also are cheaper plans, their lowest is $9.99) without you agreeing seems fishy. Why was the plan changed at all, why not left alone, why not downgraded to the cheaper plan since they made this upgrade at the exact 6 month **** that I was done with CreditSage. I don't benefit or need this identityiq business, it was strictly so CreditSage could pull my credit while they were repairing it. So they get it fixed and are done and don't need anything at all from Identityiq so that's the time Identityiq feels the need to upgrade me account when I don't use it?

  

  Business Response

  Date: 12/02/2024

  We do not have the ability to, nor we would ever, alter a credit card expiration date. We have a record of this members call on Nov. 21, 2024, where we assisted this member in canceling their account. We called this member on Nov. 27, 2024, and again on Dec. 2, 2024. They did not answer either calls, texts, or voicemails on the same dates. We addressed their request.

• Initial Complaint

  Date:10/31/2024

  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.

  Paid for one-time service but was billed billed for future months beyond period of service. The service was not used or accessed beyond the original month paid for.

  Customer Answer

  Date: 10/18/2024

  In response to your request, the name and address of the company this complaint is against is:
  
  My Score IQ
  *************************************** 
  
  ***********************************
  *****************************
  

  
  

  

  Business Response

  Date: 11/06/2024

  Trial offers must be canceled within the agreed-upon time. We called and texted this member on Nov. 4, 2024, and spoke with them over the phone on Nov. 6, 2024. We addressed their request.

  Customer Answer

  Date: 11/22/2024

  The company resolved the matter with me and I am satisfied.  

  Thank you!
  Ben

• Initial Complaint

  Date:09/04/2024

  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.

  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

  Date: 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

  Date:09/04/2024

  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 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

  Date: 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.