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:04/10/2024

  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.

  I don't know what the charges are nor did I agree to them.

  

  Business Response

  Date: 04/15/2024

  We called this member on April 10, 2024, and again on April 12, 2024. They did not answer either call, and we left a voicemail and we sent them an email. We addressed their request.

• Initial Complaint

  Date:04/05/2024

  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.

  Ive been charged after Ive canceled $34.99 I want a refund

  

  Business Response

  Date: 04/10/2024

  
  We called this member on April 05, 2024, and again on April 10, 2024. They did not answer either call, and we left two voicemails. We also sent them two emails on the same dates, again with no response. We addressed their request.

  Customer Answer

  Date: 04/10/2024

  I chat with a representative this afternoon I said I canceled 2  months ago  but therere only trying to give me me 1 month refund I want both of the months I was charged thx 

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21534661
  
  I am rejecting this response because:
  

  I chat with a representative this afternoon I said I canceled 2  months ago  but therere only trying to give me me 1 month refund I want both of the months I was charged thx 

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 04/12/2024

  We called this member on April 05, 2024, April 10, 2024, and again on April 11, 2024. We also sent them an email on each date. We addressed their request. We encourage this customer to reach out to the ************************ manager through the direct phone number left on their voicemail for further assistance.

• Initial Complaint

  Date:04/05/2024

  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 keep getting charged ***** even tho I canceled subscription and got charged again today I want my money back

  

  Business Response

  Date: 04/10/2024

  
  We called this member on April 05, 2024, and again on April 10, 2024. They did not answer either call, and we left two voicemails. We also sent them two emails on the same dates, again with no response. We addressed their request.

• Initial Complaint

  Date:04/03/2024

  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.

  Charging my account did not subscribe want a refund a no more charges. I have had to change my debit card once already from this

  

  Business Response

  Date: 04/08/2024

  We have no record of this member calling in to cancel their account. We called them on April 04, 2024, and again on April 05, 2024. They did not answer either call, and we left them two voicemails. We addressed their request.

• Initial Complaint

  Date:03/19/2024

  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.

  I called to cancel my subscription, I was a day late and was billed. When I called them to cancel I was told that my services would end Immediately, even tho I had paid for another month. This seems like a very bad business practice and I would not recommend them.

  Customer Answer

  Date: 03/22/2024

  I got a call today from identityiq, and I am happy to say that they resolved the issue and the person who called was very nice and helpful l, and also helped me understand the situation more. I would be happy to recommend them.

  

  Business Response

  Date: 03/22/2024

  We called this member on March 21, 2024. They did not answer the call, and we left a voicemail. We spoke with this member over the phone on March 22, 2024. We addressed their request.

  Customer Answer

  Date: 03/24/2024

   
  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.

  I got a call today from identityiq, and I am happy to say that they resolved the issue and the person who called was very nice and helpful l, and also helped me understand the situation more. I would be happy to recommend them.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/17/2024

  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 has deducted $120.00 form my account. I have tried to resolve this issue but I cannot get in contact with anyone. This a very fraudulent company, there is no way to contact them. They provide no contact information. I do not know how they got my information to bill me.. PLEASE HELP ME.

  

  Business Response

  Date: 03/21/2024

  We called this member on March 18, 2024, and again on March 20, 2024. They did not answer either call, and we left two voicemails. We also sent them an email, again with no response. We addressed their request.

• Initial Complaint

  Date:02/28/2024

  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.

  When I was renting an apartment, I used the website ******************************************* to conduct a credit check and background check. After using it, I contacted customer service and was told that it had been successfully logged out and the service had been stopped. But since then, my **** of America credit card has been fraudulently used, and it showed that it was from identityiqcom. There is also a website ************************************ on the Internet, but I have never used it. My old credit card showed that I was charged ***** by IDENTITYIQCOM, but it was unsuccessful, which caused **** of America to freeze my old credit card and issue me a new credit card. Then my new credit card has never been used on the ******************************************* or ************************************ , but today I still received an unknown charge of ***** from IDENTITYIQCOM, no the deduction was successful, but **** of America froze my credit card and told me to wait for a new credit card again.I have not used my new credit card on either website, but they obtained my new card number and tried to charge it. This is a serious information leak and a serious credit card fraud. I need identity force and identityiqcom to completely clear my personal account and personal information and stop charging my credit card.

  

  Business Response

  Date: 03/08/2024

  This member called our ******************** on Feb. 23, 2024, but we were unable to verify the member's identity. We called them on Feb. 28, 2024. They did not answer, and we were unable to leave a voicemail. We sent them an email regarding the status of their account. We have addressed their request.

  Customer Answer

  Date: 03/08/2024

  
  ????
  
  ???????????? ID ******** ?????,????????????????
  
  ??,
  
  ???

• Initial Complaint

  Date:02/28/2024

  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.

  U received notification on my bank business checking account that a payment of $19.99 for a company named Identity Intelligence was denied which prompted me to search my account for other transaction from this company. They also go by Identity IQ. On 2/21/28 they charged my card $1. These charges are fraudulent and I never signed up for any account with them nor have I ever given them my debit card information. Please assist.

  

  Business Response

  Date: 02/28/2024

  We spoke with this member over the phone on Feb. 28, 2024. We addressed their request.

• Initial Complaint

  Date:02/24/2024

  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 do not remember ever giving this company authority to charge my debt card. I seen this as a scam and closed the account and they proceeded to start taking the money from my business account which is not at all even connected to my other account. This is pure fraud and I would like a refund of all charges. I have attached a photo of them saying my account couldnt be charged because I closed it then them taking it from my business account. I have never even spoke with these people! Thank you

  

  Business Response

  Date: 02/28/2024

  We have no record of this member calling in to cancel their account. We called them on Feb 26, 2024, and again on Feb, 28, 2024. They did not answer either call, and we left them two voicemails. We addressed their request.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair 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.

  IdentityIQ is an identity theft protection and credit protection company. I discovered that someone was using my credit card for three years for a membership to their site. The company worked with me to figure this out when none of my information matched their records, only my credit card. The company first offered a one-month refund and canceled the person's account. After speaking with a supervisor, they increased my refund to 3 months. They couldn't give me any information about pressing charges. The company specializing in identity theft protection will not report the person who stole my credit card to use on their site and is putting the onus on my credit card company, which may or may not do more. I don't know if they think this is some smart marketing stunt to get members or show their values and ineptitude toward online financial security and identity protection.

  Customer Answer

  Date: 02/20/2024

  I recently discovered that my credit card information had been automatically updated on IdentityIQ even after I had reported that my physical credit card had been stolen in 2021. 
  
  In August of 2021, I reported to Citibank that my physical credit card had been stolen after a break-in, and I promptly received a replacement credit card. I received the attached email from Citibank reminding me to update my credit card information with IdentityIQ, which I never did because I did not have an account. It is concerning that my new credit card information was somehow automatically updated on the IdentityIQ platform, even though I did not provide this information myself.
  

  I don't know if this is a CitiBank issue or IdentityIQ issue. I have asked for both Citibank and IdentityIQ to give me full details of the time period my credit card was used on the site and neither have provided it. 

  IdentiityIQ did contact me about the complaint and offered to refund 3 months worth of charges; however, Citibank has refunded 12 months of charges, $405.57, but IdentityIQ is still not handling any of the previous charges or given me any information on how/when the account was opened and how long my credit card was charged. I have no details about my charges prior to March 2023. But based on the attached notifications from Citibank, I know the charges began prior to August 2021. 
  
  

  Customer Answer

  Date: 02/20/2024

  When reviewing IdenitityIQ online I found the attached information. The second paragraph explains my exact situation/ written by someone who claims to be a former employee. This post is from 2 years ago. 

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

  This is unacceptable. I also know that IdentityIQ is constantly used by scammers on *********** Their practices are abhorrent. 
  

  Customer Answer

  Date: 02/23/2024

  After a lot of emails to customer service, ******************** complaints, and copying execs on emails, I was able to get connected to an individual who offered help.

  First, they offered a 3-month refund but would not provide me with any additional information, like when the account was opened or any information additional information on the person who did report to the police. They informed me they could only release it with a subpoena. When I pushed back, they said I could send in a copy of my driver's license, and they would follow up with me.

  After sending in my driver's license, I got the information about when the account was opened, the address and IP address used by the person who opened it, and the account's creation date. By getting the account creation date, I know the issue.

  The account was created immediately after my house was broken into and my credit card was stolen. I reported my card stolen and canceled it. However, my new credit card was automatically updated with IdentityIQ because of their Terms and Conditions AND because Citibank did not change the routing number and account information on their end, which should have happened when it was reissued. 

  I am still trying to find out what social security number was used in connection with the account to see if my information was accessed.
  

  This information is what I needed to know how and why this charge was an issue. It took way too much pressure and work to find this out. However, my case is now resolved, and I am working with Citibank to resolve the issue on their end.