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:02/19/2025

  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.

  Considering the multitude of data breaches being reported. The recurrent provision of IDX services in response to data breaches has been observed. When agencies experience data breaches and direct individuals to IDX for assistance, there is a perceived deficiency in protection and data security based on the absence of notifications and contact from IDX for 18 months of services. IDX failed to provide notifications regarding these breaches of personal concern or extend any customer support, despite multiple attempts to establish communication and address concerns. IDX remains unresponsive. This lack of engagement suggests that IDX does not fulfil its intended function. My service had not expired and new offers extend to 2026, current.

  

  Business Response

  Date: 02/27/2025

  We corresponded with with Mrs. ******* via email on 2/24/25, 2/25/25, and 2/27/25 to assist with their concerns. After a review of the cause of the membership ending, it was found that Mrs. ******* logged into the membership on 10/24/2024 9:39 AM and utilized the "delete my data" function on the membership. This feature allows users to end their coverage and remove their information from IDX's databases in compliance with various privacy laws and regulations. 
  
  Please note, there are clear warnings that this action cannot be undone during the deletion process, and that the action would end your protection. Mrs. ******* proceeded with the deletion when prompted with these warnings. Unfortunately, the enrollment period for the coverage has ended and there are no options to restore the membership.  
  
  Should Mrs. ******* receive any future offers for other memberships, we would be happy to assist with any enrollment or questions going forward. 
  
  Sincerely, 
  IDX 
  
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22915747
  
  I am rejecting this response because: my request for *** accommodations was continually ignored.  & A period of four months elapsed without responses until regulatory challenges and formal complaints were filed. 
  
  
  ON Thu, Oct 24, 2024 at 10:42 AM email received
  
  Identity Monitoring Deactivated
  It's not too late to reactivate.
  Your IDX Identity protection subscription has been deactivated. You can still access your account and reactivate your identity monitoring at anytime.
  CONTINUE COVERAGE
  Have questions? You can email us at *******************************************************.
  
  Sincerely,
  
  The IDX Team
  
  IDX did not respond to reply to this email or email to *******************************************************.  Subsequent to the alleged expiration of my two year subscription, IDX provided a response. The delay in response time coincides with the allegation that the subscription has expired. This correlation raises suspicion, particularly in conjunction with the assertion that no further action is possible. Furthermore, the subsequent breaches would have extended, and continue to extend, the services being received for an additional two to three years. Consequently, an email was sent to IDX inquiring about and responding to the prompt "CONTINUE COVERAGE - Have questions? You can email us at ********************************* Nonetheless responses 4 months later do not address all questions and concerns asked from the very first email I sent.  Plus, IDX notifications regarding subsequent breaches were not received. Letters in the mail steadily coming in stating to continue IDX service with free subscription from another data breach incident.  
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/18/2025

  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.

  *** experienced a data breach. In 2015 they sent out letters for individuals who were affected. At the time, my children were under the age of 18. I just realized they were dropped from my account and the benefits offered since *** had a data breach which included all my children's information as well. I attempted to reenroll them, but am unable to since they are now over the age of 18. They need a 25 digit pin, which they can't get without me and I can't get without them. I should be clear, and OPM should be able to verify, they are indeed involved in the data breach and provide a 25 digit pin so they can enroll in ******** Also, I find it difficult to listen to 3 mins of how to protect my data before I can make a selection to speak to a customer service *** when YOU are the one who had a data breach and a reason my information is available. If you contact me to discuss my situation, I will be ready to explain to you what you can do to protect personal information for 3 mins. Oh, I forgot the first **************** *** I spoke to might be the rudest individual I have ever spoke to and they transferred me to a department that had nothing to do with my situation. Thankfully, they stayed on the line and transferred me back to the original department. While I didn't like the solution ***** provided, at least he was helpful and understanding. Seems odd that an organization that lost your personal information is not more caring when you call them to get help. It's almost like I am the one at fault and I should have done more....

  

  Business Response

  Date: 02/04/2025

  IDX MyIDCare attempted to reach Mr. ***** on 1/27/2025, 1/29/2025, 1/30/2025 following receipt of his request to the BBB. IDX MyIDCare was able to connect with Mr. ***** on 1/31/2025 and assist with all his concerns and ensure that his children were enrolled and he did not require any additional assistance. 
  
  Should Mr. ***** require any additional assistance in the future, he has contact information to reach us for any assistance needed. We appreciate the opportunity to assist in the resolution of this matter. 
  
  Sincerely, 
  IDX MyIDCare
  
  

• Initial Complaint

  Date:01/13/2025

  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.

  I should not be required to enter a full Social Security Number to obtain credit monitoring services awarded as a result of a data breach lawsuit. If a credit monitoring service is assigned, a member of the defendant's organization should be able to verify the name of the credit monitoring company.

  

  Business Response

  Date: 01/21/2025

  IDX ******************* on 1/17 and 1/21 but were unable to reach her. IDX also emailed Mrs. **** extending an invite to respond with a desired callback time for us to accomodate and we would be happy to reach her at that time. 
  
  Note: We are unable to activate the credit monitoring service on behalf of a member without the Social Security Number for security purposes. This number is required by the credit bureaus for a secure activation process, and IDX can only receive the *** directly from the member. This is for the safety and security of our members' data. 
  
  Sincerely, 
  
  IDX 

• Initial Complaint

  Date:01/10/2025

  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 been notified several times to log on and check for updated info. However, the website will not allow logons, it always times out.

  

  Business Response

  Date: 01/27/2025

  IDX MyIDCare Attempted to reach Mr. ********* via 4 calls on the dates 1/16, 1/17, and 1/21 but were unable to reach him. IDX MyIDCare also sent email correspondence to Mr. ********* on 1/16 inviting him to respond with a desired time for us to call and reach him but we have not received any response. 
  
  We look forward to assisting Mr. ********* with this request once he would like our assistance. 
  
  Sincerely, 
  IDX MyIDCare 
  
  

• Initial Complaint

  Date:01/08/2025

  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.

  For two years I've been trying to delete myidcare account and nothing happens. I've sent a BBB complaint before and the company response was they had no info on my! BS! I just got another email from them today and there is no way on any website I can find that allows you to delete your account. They send you a response that says they have no info on me and you drop the complaint. They DO HAVE info on me. Just today..... 5 minutes ago: **** MyIDCare has detected a change to a financial account." What do I have to do to get them to leave me the h*** alone??????????????

  

  Business Response

  Date: 02/07/2025

  IDX MyIDCare connected with Mr. ***** on 2/5/2025 and was able to assist him with the deletion of his account as requested. 
  
  Mr. ***** also has the information to reach us, should he need assistance with anything in the future. 
  
  We appreciate the opportunity to assist him in the resolution of this matter. 
  
  Sincerely, 
  IDX MyIDCare
  
  

  Customer Answer

  Date: 02/07/2025

   
  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:01/01/2025

  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.

  IDX sent me some letter when I received a bunch of fraud follow up mail from ********** and was filing insurance fraud follow up with ****************** Blue Shield thru Amazon with healthcare businesses that would pull up on my hacked cellphone which the Crystal Lake, IL police did not allow me to file a police report or investigate with proof and telecommunications provider recommendations.I actually thought this letter was from my bank alerting me of the fraud. I called the number right away after reading the IT was available to stop it. It sounded like the lady was freezing my phone and suspicious. She sent me an email to digitally sign which I read very carefully and did not sign. I altered my medical insurance provider ********************** and even sent a reply email that I do not agree with anything and to not contact me anymore.The digital signature they wanted were to void all available legal remedies about by law for past and future healthcare workers to commit insurance fraud and intentionally injure me. Of course I did not sign that nonsense or even suggest anyone else should.

  

  Business Response

  Date: 01/14/2025

  IDX ********************** on 1/9/25 to assist with his complaint to the BBB. When IDX introduced ourselves Mr. ******** said no and disconnected the call. 
  
  IDX subsequently sent an email to Mr. ******** that he may respond to at any time with a desired contact time for us to accomodate if he still wishes to receive assistance with his request. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22754086
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/27/2024

  Type:Customer Service 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 been trying to reach IDX multiple times by email. I have gotten ZERO response. I am enrolled in IDX protection and have concerns over the legitimacy of their so-called protection. There was a massive data breach involving all of my records. Name, DOB, address, phone number, SSN, etc. At no point was I ever alerted by IDX of a compromise to my information. I have submitted several requests for explanation as to why their service never picked up my information being stolen. They have ignored every single request (with identification numbers attached to my inquiries). It is absolutely appalling to not hear back. Is there anyone in customer support?!

  

  Business Response

  Date: 01/03/2025

  IDX spoke with Mrs. ***** on 12/31/24 regarding her complaint to the BBB. IDX Provided information about how the monitoring services work and the factors that contribute to identifying compromised information on the dark web. 
  
  Mrs. ***** was satisfied with IDX's assistance and has information to reach us in the future, should she require any additional assistance.  

  Customer Answer

  Date: 01/03/2025

   
  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:12/09/2024

  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.

  Unfortunately, my personal information was compromised (this is the fourth time my personal information has been compromised). Like all the others, I was offered protection for up to two years, this time by IDX. I mention the fact that my personal information has been compromised four times, because this service provider, IDX, is the service provider for one of my previous breaches. I received the information from the most recent incident and reached out to IDX on November 14, *********************************************************************************** Started with my email address and that is where things started to go sideways, indicating to me that there was already an account with that email address. And then things stopped. Completely. As I tried to navigate the enrollment process, there was an option that would allow them to assist and that they would respond within one business day. Their reply came on 11/14/24 at 9:26 AM CST. Since then, there have been four attempts on my part to reach out to them for resolution and I have heard absolutely nothing. Nothing. I tried calling on 11/15, on hold for 23 minutes before they hung up on me. Since then, I have sent emails on 11/16/24, 11//24/24 and finally on 12/2/24 and have received absolutely nothing in return. Please note, I have copies of all the emails I have sent if you need to review them. It seems as though they only respond to negative complaints on your website. So, let me go on record as these folks are an absolute train wreck. That they are being this cavalier with someone's sensitive is incredibly hard to *************, I am requesting that they simply just do their jobs and help me get my most recent data breach registered on their site.Thank you

  Customer Answer

  Date: 12/19/2024

  It appears as though the issue with MyIDCare has been resolved, however given their track record with this issue, especially given the incredibly sensitive nature of the case, I reserve the right to reach out to them by whatever means necessary in the event that something goes wrong. 
  
  Many thanks for your assistance.
  
  *** *****

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service 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.

  My husband and I have received a Notice of Data Breach letter from Change Healthcare and tried to enroll in IDX Credit and Identity ******************* to protect our identity. According to the letter, we may enroll in online credit monitoring and identity restoration services for two years at no cost.First I tried to sign up online but did not receive a confirmation email therefore enrollment couldn't go through, then I tried to discuss this issue with customer service at ********************** by calling ************** but the person I talked to couldn't access the step as well, saying the email was already in use. She gave me the product support email to contact. I sent emails asking the company to contact me for support. Instead of getting support, I started to receive their email ***** no support at all. I tried to call the contact number listed, on hold for 20 minutes, and couldn't get through. We just need to have our identity protected as promised.

  

  Business Response

  Date: 11/04/2024

  IDX made contact with *** and Mrs. **** on 10/30/24 and assisted with accessing their memberships and activating the Credit Monitoring. IDX will review internal call handling by applicable agents and ensure that they are trained on standard operating procedures that would have resolved the issue after the first call. IDX has provided *** and Mrs. **** additional contact information, should they need to reach us in the future. 

  Customer Answer

  Date: 11/12/2024

   
  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.

  IDX did contact me, helped me and my husband set up personal protection plan.  However they indicated this action is passive action which we do not know we have been protected or not which scare us.  It sounded no action and no plan at all!  We are happy that this complaint has been resolved but still wish there are some active activities to be reviewed by us to ensure there is protection set up for sure.

  Thanks BBB for following up!

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

• Initial Complaint

  Date:10/10/2024

  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 purchased a reccuring monthly subscription to IDX on Sept. 9th. I paid for the first month. 3 weeks later, I logged in to try to cancel my subscription, but there's no option whatsoever on the website to cancel. I tried to "Delete all my data" but the website returns an error. I emailed the customer support email asking to cancel my membership, and received no reply. Sure enough, on October 9th, they charged me another $32.99 for another month.I have no idea how to cancel or get my money back.

  

  Business Response

  Date: 10/18/2024

  IDX Spoke with Mr. Lang on 10/10/2024 after the renewal of his membership. The regular monthly charge billed as scheduled. We were not able to locate a record of Mr. Lang attempting to log into the membership or email us prior to the scheduled renewal date. We have cancelled any further renewals for Mr. Lang's membership and invite him to contact us if there are any further problems or concerns. Thank you for choosing IDX. 

  Customer Answer

  Date: 10/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22408671, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Andrew Lang