ComplaintsforAura

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Identity Guard Case Number: ******** In January 2023 I received a fraud alert from my bank asking me about a $319.99 charge from Identity Guard. I responded that I did not authorize the charge and the bank response was that payment would be denied. Within 24 hours, the same message was texted at 2:30 am. I called the bank later in the day and they flagged the transaction as fraudulent and opened an investigation, crediting back the money pending investigation. I also called Identity guard to make sure the charge was not processed and that my account was cancelled. I had done this in January of 2022 as well, but apparently the account was not actually cancelled. In March I received a letter from my bank letting me know that they charged me the money because the company said they were authorized to charge my account. When I contacted Identity Guard, I was told that I was in breech of contract because I told the bank the January charge was fraudulent. I was told my account was cancelled at that time. When I asked for a refund of the premium for 2023, I was told because the account was closed, they could not process a refund. I then asked that, since they had my money for the entire year of 2023, even though I thought I had cancelled in January of 2022, hence the reason I told the bank the transaction was not authorized, then could the open the account and cover us for 2023. I was told they would check, but I have heard nothing since. Bottom line. I thought my account was cancelled in 2022. The 2023 billing was unexpected and I handled this according the directions received from the bank. Identity Guard's policy to close an account when fraudulent activity is reported may their policy, but they do have my home address and phone numbers, so stating that they sent emails seems inadequate. They have my money for 2023. I believe they should provide their service then for 2023 since they state a refund is not possible.

  Business response

  06/20/2023

  Good afternoon ********************,  Thank you for bringing this to our attention. You are correct, your account should have been canceled prior to the January 2023 renewal charge. We have issued a refund back to the credit card on file, ending in ****. We apologize for the inconvenience.

  Customer response

  06/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We attempted to cancel the service and get a refund on the date of renewal. The charge hadn't even completed processing yet, and zero days of the "service" had been used. They refused to refund our money, and they didn't even cancel the service - we had to go on line and cancel it ourselves. Customer service rep was polite, that's the only good thing I can say about them.

  Business response

  05/31/2023

  Good morning ******************** - Thank you for sharing your concerns about the renewal process. While some of our products offer a money back guarantee within a certain time frame from the enrollment date, per our Terms of Use listed on our website and on the customer console, renewal charges are not refundable. We send customers reminders of the upcoming charge so they can have ample time to make the decision to either keep or cancel the subscription. If customers decide to cancel the account after the renewal date, the account will remain active until the end of the billing cycle so the customer may use all their services. Your account was fully canceled on May 18, 2023 after we received notice from your financial institution that a billing dispute related to the renewal change had been processed.  Thank you **. **************

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was signed up for their service by a rental agency that I no longer use. I was not aware I was signed up for this. When I contacted them and requested to close the account and delete any information they scrapped from the internet on me, they refused.

  Business response

  05/31/2023

  Dear **************** - Thank you so much for bringing this up to our attention. As you stated, you were enrolled by the agency ****** ******, and while the cancellation process is for the customer to contact the agency and ask for the account to be canceled, we will take care of this and have the account canceled. We will also make sure all your data is deleted from our system and we will notify you when this has been done. Please note that the service that was provided to you is free of charge and you're welcome to use it until we process the cancellation.  Thank you **. ************

  Customer response

  06/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Official terms & services on their website talks about being able to cancel for a refund and get your money back. "Money back guarantee" terms are not defined in official terms & services but agent says it is for 60 days from original start of plan. Called the day of auto renew to cancel membership - would not refund the payment or even a pro-rata of the payment. You would think for a subscription service, you should be able to cancel anytime pro-rata. Also have found this service is not that helpful at all. When you call them btw to cancel, they really prolong the call so you can't even cancel easily

  Business response

  05/24/2023

  Dear ********** - Thank you for sharing your concerns about our refund policy. Aura annual plans have a 60-day money back guarantee from time of enrollment and renew yearly unless canceled prior to the renewal date. Even though renewals charges are not refundable, we can see that on April 14, 2023, we did issue a courtesy refund for $230.31 back to the credit card on file.   Sorry for any inconvenience this may have caused you.  Thank you again **. *********

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was frightened when I was scammed with a telephone call from “Social Security” claiming my identity had been stolen. Since I had lost my SS card several years ago I thought it was legitimate. I contacted Identity Guard and explained the situation. The representative convinced me to sign up for the priciest plan ($239.00). Customer service throughout my membership was awful and I was never able to sign into my account which I advised them of, it was never resolved. I was shocked to find they had renewed my membership claiming using they had sent me an email advising of same. When I saw the charge on my account I was furious and called them immediately. I blame myself for being duped in the first place but when I was told today they’ll cancel but I’m still being charged the full amount despite less than a month of service I’m disgusted. I want others to be aware of their dishonest practices. Again, I have always been unable to sign into my account, advised them of this in the month following my membership beginning and it was never resolved. Nowhere in the email heading they sent is it indicated they’re renewing my membership. I am attaching the email wherein they claim they advised they were renewing my membership.

  Business response

  05/31/2023

  Good morning ************** - Thank you for sharing your concerns about the renewal process. While some of our products offer a money back guarantee within a certain time frame from the enrollment date, per our Terms of Use listed on our website and on the customer console, renewal charges will take place unless customers cancel at least one day prior to the billing date. We send customers reminders of the upcoming charge so they can have ample time to they can make the decision to either keep or cancel the subscription. If customers decide to cancel the account after the renewal date, the account will remain active until the end of the billing cycle so the customer may use all their services. Your account was fully canceled on May 5, 2023 after we received notice from your financial institution that a billing dispute related to the renewal change had been processed.  Thank you **. ***********

  Customer response

  06/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As I stated in my April 2022 email previously forwarded and as stated in multiple **** complaints about Identity Guard regarding the same issue, I was always unable to log into my account with IG, thus I never saw the renewal notice.  I wrote and also called IG to complain I was unable to log into my account but it was never rectified.

  I'm weary of arguing so I will instead try to warn others about your dishonest practices.

  Regards,
  
  *******************

• Initial Complaint

  04/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern,I signed up April 8th, 2023 over the phone - this company has a 60 Day Money Back Guarantee - I was calling to get some questions answered and I fell into their sales tactics to do a 2 year Family Member which it turns out I did not want or need. I had to call 4 times on April 9th, 2023 to cancel the service because the other 3 agents I spoke to - said they did however my bank called me as I have fraud protection - saying Aura was trying to still charge my bank account - I said to my bank to freeze my card - I called again 4th today - spoke to someone (again) who said they would cancel the account because it was Active and she had no record of any previous calls to cancel. This is not good - I was going to sign up for an individual plan on my own after I looked into it some more and compare you to other Identity Protection companies and this left a very bad taste in my mouth. I will not sign up again nor recommend your services - as I feel this was fraudulently trying to keep my business by NOT cancelling when I called 4 times to do so, as your website when I hit CANCEL, advised me to call to cancel. You were trying to keep my business when I asked for you to cancel FOUR times, and you kept trying to charge my bank account. Being a protection company, you failed at exactly what I am trying to protect myself from - fraud - You will be reported the better business bureau and my bank. PLEASE delete all my information on file that you may have as I feel unsafe with your services.Please respond that you acknowledge my concerns - and ensure that I will not be charged - and my information is removed from your system. I do not want nor recommend your services any longer. My mistake learned. Dont follow infomercials. Better Business Bureau - I am afraid that this company is still trying to charge my account as my bank keeps sending me fraud protection alerts - I froze my bank card. ***************************** ************

  Business response

  06/01/2023

  From: *********************** <**************************************************>
  Date: Wed, May 31, 2023 at 10:19 PM
  Subject: Complaint ID ********; *************************
  To: BBB - *********************** <***************@mybbb.org>
  

  
  
  

  Good evening **************** - 

  
  

  Our response below regarding ***************************** - 

  
  

  Thank you for sharing your concerns about the cancellation process. We can see that the payment failed on 4/8/23 and that you then called on 4/9/23 to cancel the account. The account was canceled successfully and you were not charged for the service. We will review the interactions from 4/9/23 to review if there were areas of opportunity that need to be addressed. We will also delete all your personal information from our system and we will notify you via email when this has been done. We thank you for bringing this concern to our attention. Thank you again **************
  

  
  

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

  Licensing and Credentialing

  C- ************    aura.com

   

• Initial Complaint

  03/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've signed up on a year subscription to Aura. I did not want it any longer. I thought I may have cancelled the auto renew. I really do not know. I received text messages for any charges to my credit card. On January 21st, I received one from Aura for $144 for a yearly renewal. This was on a Saturday. I called them on Sunday. And let them know that I had no intention on renewing this and I wanted to cancel it and I would like a refund. They agreed and did cancel my subscription. I can no longer log in. When I do log in, it asks me to renew my service. Kicker is , they never refunded my $144. They are now telling me that my subscription is good until 2024. I told them again I wanted a refund and Aura cancelled my subscription on that day because I could no longer log in. I do not understand why a reputable company would tell me they are doing one thing and do another. Very disappointed. Be very careful dealing with this company.

  Business response

  05/12/2023

  From: *********************** <**************************************************>
  Date: Thu, May 11, 2023 at 5:08 PM
  Subject: ***********************, Complaint ID ********
  To: BBB - *********************** <**************@mybbb.org>

  
  
  

  Good afternoon **************** - 

  
  

  Please accept our response below for *************************** - 

  
  

  Dear **************,  we are sorry to hear that you were not issued a refund as promised when you called in.  A refund for the full amount of $144.00 was issued on 3/31/23 to the credit card on file.  We are sorry for any inconvenience this may have caused you - 

  
  

  Thank you **. *************************

  ***********************
  Licensing and Credentialing

  C- ************    aura.com

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I inquired about a family plan but it was too expensive so the representative said let me see what I can do and offered me a family plan for $20 a month. I just found out two days ago that I do not have a family plan but I have a couples plan. How can they charge me 6 months of service for something I did not order since what I signed up for was a family plan and was given a couples plan. This is theft and fraudulent activity. When I called to cancel I asked to speak to a supervisor but none were available and they were going to have one call me back but they never did. I called today again, two days later and somehow they miraculously found a supervisor. This fake supervisor ****** told me no refunds but cancelled my service. I was not given the services I paid for so therefore this company is scamming people.

  Business response

  04/04/2023

  From: *********************** <**************************@aura.com>
  Date: Tue, Apr 4, 2023 at 2:13 PM
  Subject: Complaint ID ********; *****************************
  To: BBB - *********************** <*************@mybbb.org>
  

  
  

  Good afternoon **************** - 

  
  

  Below is our response for ******* - thank you ****************

  
  

  Thank you for your feedback regarding your Aura plan. You signed up for a couple's plan that also included a 14 day free trial. The plan was for two adults and had identical features. Per our refund policy, monthly plans are not refundable and in cases when a customer cancels, the plan remains active until the end of the billing cycle.

  
  

  Thank you

  
  

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

  Licensing and Credentialing

  C- ************    aura.com

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 24, 2023 I purchased Aura Identity Protection - Annual plan online at Aura's website with payment by Credit card for $180.00 + Tax. The same day I had reservations about some of the processes that were being taken to enter personal information on my behalf. I decided to cancel and did so according to terms outlined by Aura online, through my account. There is a 60 day period to cancel and receive full amount refunded. Today is February 12th which is more than 2 weeks elasping and no refund to my Credit card account. I did call at the onset of cancelation and talked with Aura representative about confirming my cancelation and was told to give at least 7 days. They did confirm my account being canceled online by me. It's been 20 days now with no refund or credit card reimbursement to my account. Please advise when this will be completed.

  Business response

  04/04/2023

  From: *********************** <**************************************************>
  Date: Tue, Apr 4, 2023 at 2:24 PM
  Subject: Complaint ID ********; ***********************
  To: BBB - *********************** <**************@mybbb.org>
  

  
  
  

  Good afternoon **************** - 

  Thank you for sharing your concerns about the cancellation and refund process. While Aura offers a 60- day money back guarantee and accounts may be cancelled online, customers must call in to process the full refund. We see that your account was cancelled on 3/23/23 and a full refund was issued to the credit card on file.

  ***********************
  Licensing and Credentialing

  C- ************    aura.com

  Customer response

  04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 7, 2022, I received a text message from the ******** number **************, claiming my mobile phone was "unprotected," with all data being erased within 24 hours. In order to remove this "virus," I was prompted to go to **************.***, which was impersonating ****** with the header of "***** Proven Security" to claim my "****** 360 anti-virus protection has expired." This popup further redirected me to Aura's website, where I was asked to register for the company's "individual" plan with a 33% discount.I at first ignored the issue, as I am in firm belief that a fraudulent affiliate was promoting Aura in error, until I later received similar texts from ************** that same night and ************** a few minutes ago. As such, I have filed complaints with the ******** and the ************** Attorney General in the hopes that the company will pay me $1,000 for each violation of the Telephone Consumer Protection Act, which now stands at $3,000.More information can be found at ***********************************************************************************************************************************************************************************************************************************

  Business response

  05/09/2023

  ***** *********************** **************************************************** ***** **** *** ** **** ** **** ** ******** ********************************* * ********* ** ******** *** *** * *********************** **************************************
  
  
  Dear **************** - 
  
  Attached please find our response for *************************************
  
  Good afternoon ************************ -  We dont have any form of text messaging program live for marketing purposes.  It appears this may be a scam and you may want to file a complaint with ****** programs.  I am sorry for the inconvenience you are going through with this matter.
  
  Thank you ****************, please let me know if you need anything further 
  
  ***********************
  Licensing and Credentialing
  
  C- ************    ********
  
   
  

  Customer response

  05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I still get scam texts from various ******** numbers promoting this product despite the advertisers claiming to be ***, ****** or ******.
  
  
  Regards,
  
  *********************************
  
  
  
  
  
  
  
  
  

*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. ↩