ComplaintsforAura

Identity Theft Protection

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Initial Complaint
02/12/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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.
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,

*********************************
Initial Complaint
02/03/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My subscription was renewed without my permission or consent. I discovered the renewal when there was a $299.00 listed on my credit card account. Their company says you can cancel anytime but you cannot. The company says they sent out 2 notices - I checked my email, including SPAM, no notices. They keep you on hold forever hoping you will agree to remain a customer and when you finally reach someone and say NO they say ok fine - but we are charging you for another year anyway.
Business response
04/04/2023
From: *********************** <**************************************************>
Date: Tue, Apr 4, 2023 at 2:08 PM
Subject: Complaint ID ********; ***********************
To: BBB - *********************** <********************@mybbb.org>

Good afternoon **************** -

Our response for ****************** is below:

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 renewal charges are refundable, we can see that on February 9, 2023, we did issue a courtesy refund for $299 back to the credit card on file.

If you need anything further from me please let me know - thank you
***********************
Licensing and Credentialing

C- ************ aura.com
Customer response
04/04/2023
[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
01/26/2023
Complaint Type:
Product Issues
Status:
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.
On November 10, 2022 I canceled my Aura service and requested my information to be deleted. On November 14, I received the following email confirming my information has been deleted: This email serves as confirmation that your account information has been successfully deleted from our database. Your confirmation number is ************. However, to this day I still receive marketing information from this company. The last one was received January 26, 2023. I have attempted to remove myself by using the “unsubscribe” link but this does not stop the marketing emails. I have contacted the company again to stop the emails, and even though my information was deleted per the confirmation email, the representative I spoke to was able to pull up all my account details.
Business response
03/23/2023
From: *********************** <************************@aura.com>
Date: Wed, Mar 22, 2023 at 6:58 PM
Subject: Reg Complaint ID ********, ******* *******
To: BBB - *********************** <**************@mybbb.org>

Good evening **************** -

Response regarding ******* *******, Complaint ID. ********

We are so sorry for the confusion. Your data was deleted from our customer management system, but your email was not deleted from our marketing system. We will make sure to delete your email so that you don't continue to receive marketing materials.

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

C- ************ aura.com
Initial Complaint
01/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased Aura back on October 19, 2022. The very next day I cancelled the account because I was told my bank will take care of the fraudulent activity I was dealing with free of charge. I was told I would get refunded in full for the $153. October 21, 2022 I receive an email that my refund has been processed and to give it one billing cycle to clear. I wait, and no refund was in my account. I call customer service who advised me that the refund had been put in my account. I tell them that it was not. They confirm the bank account that it was supposedly deposited too. After that I got elevated to someone who would "investigate". I send in bank statements like I was told to and then did not hear from anyone for a few weeks. I call customer service back and fill them in that I'm waiting on my refund. They tell me they don't see my bank statements so I send them again. The bank statements show there have been no refunds from Aura. I'm very frustrated that I keep getting the run around. I initially signed up for this service because my accounts have been hacked into for the past few years, and now a company who is supposed to protect from that is taking money from innocent people. Shameful. I'd like my refund.
Business response
03/02/2023
From: *********************** <****************************@aura.com>
Date: Thu, Mar 2, 2023 at 10:15 AM
Subject: Re: BBB Complaint (********************* ID- *********
To: BBB - *********************** <*************@mybbb.org>

Good morning **************** -

Thank you again for your time last week on the phone. Below please find our late response to:

********************* -

Good afternoon ************** - we are sorry to hear that you have not received your refund. Per our records, a refund for $153 was issued on October 21, 2022, to a **** card ending in 2011.

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

C- ************ aura.com
Customer response
03/02/2023
[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: This is the same response I have received from numerous attempts of resolution. I have proven through multiple bank statements sent to the company that the refund was not received.

Regards,

*********************
Business response
03/06/2023
Good evening, we are sorry to hear that you have not received your refund. Per our records, a refund for $153 was issued on October 21, 2022, to a **** card ending in ****. Thank you
Customer response
03/14/2023
[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 have heard this same response multiple times. I provided proof per my bank statements that showed that there was no refund deposited into my account. Please provide proof of the refund.

Regards,

*********************
Business response
05/05/2023
Good afternoon ************** - In our system the refund we can see was issued on 10/21/22 for $153 and per what I can see in our system, the refund was processed correctly and refunded back to the **** ending in 2011. We do not have a copy of your card statement ending in 2011. Please let me know if you should need anything further. Thank you **************
Customer response
05/15/2023
[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:
We could go back and forth all day. I'm looking at the bank statements sent to the email provided by one of your employees. To say I haven't sent them in is unacceptable as I am looking at 3 separate emails that I sent, each time I was asked to. At this point- it's a loss but I wanted to post this to save someone else the headache and money. I should have done more research before trusting the company.

Regards,

*********************
Initial Complaint
01/09/2023
Complaint Type:
Product Issues
Status:
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.
I have tried to reach AURA.COM for 10 days. No one answers the phone. I have emailed no one emails back. I tried calling their sister company ******** *****. No one answers. It just gives a busy signal. I believe this company has gone out of business. I cannot find anything on the internet. Their website is there. I have called all their phone numbers. How can you have a company whereby there is no means to reach them if there is an issue with your identity?
Business response
03/02/2023
From: *********************** <**************************************************>
Date: Thu, Mar 2, 2023 at 10:39 AM
Subject: Re: BBB Complaint (*************************** ID - *********
To: BBB - *********************** <****************@mybbb.org>

Good morning **************** -

Our response regarding ***************************:

We are sorry that you had problems reaching our customer service department, but per our research, you spoke to one of our Supervisors on January 11, 2023 and he was able to address your concerns. If you have additional questions or concerns, please call our customer service department at **************, we're open 7 days a week, 24 hours a day.

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

C- ************ ****.com
Initial Complaint
01/06/2023
Complaint Type:
Product Issues
Status:
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.
Aura chargd me $89. even thought I cancelled my subscription with them. According to thm, thir police they do not return th fee. They are charging me for doing nothing basically.
Business response
01/31/2023
Good morning ****************, we are sorry to hear that Aura did not meet your needs. We will be issuing a refund for the renewal as this account was charged within 72 hours of being active. The account is cancelled. Sorry for any inconvenience this may have caused.
Customer response
02/13/2023
[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 of today February 13, 2023 I have not received the refund they said they were going to return on January 31, 2013.

Regards,

***********************
Business response
02/23/2023
****************, **** so sorry for any inconvenience this may have caused you. Refunds can take a few weeks to process and you should see the refund for $89.54 within a few days.
Initial Complaint
12/30/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Aura is refusing to delete my personal data from their platform.On July 21 2022, I started service with Aura. On July 25th 2022, I cancelled that service. Since then, I have requested that Aura delete my personal data and not sell my data.December 24th On July 25th, I asked them to not sell my personal data July 25th, 2022 ask them to delete my personal data with no response after several days.On December 30 I was told the following: Due to certain regulatory and contractual requirements, we are currently required to retain the information you provided, In addition, we dont sell or share your information with third parties.Under Auras privacy policy (7. Data Retention) it states: Aura generally retains your personal data for as long as is needed to provide the services to you, ... We may also retain personal data if required by law, or for our legitimate interests, such as abuse detection and prevention, and defending ourselves from legal claims."1.I no longer have an account or any service with Aura.2.There is no law I am aware of or legal action forcing Aura to retain my data.i.What legitimate interest can Aura have with my personal data?1.I have not abused their service.2.I have no legal case against Aura.According to Section 8 it states some data may have been shared in certain instances, contradicting their December 30 email to me as well as conversations I had with Aura prior to starting service. Moreover: request that we delete or erase your personal data;access and receive a copy of your personal data we have collected from You or shared in the past 12 months;to object to or restrict our use or processing of your personal data;In Addition, Auras US Supplemental states that they may share my data for advertising with affiliates or third parties. I do not have a contract with those third parties and have no reference for the privacy practices or how they use or share my information.
Business response
01/31/2023
****************, we are sorry to hear that Aura did not meet your needs. We are deleting your data and will send an email to you confirming your data has been deleted. Thank you-
Customer response
02/18/2023
[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 if the business does in fact delete my data. As of February 18, 2023, I still have not received confirmation that my data has been deleted. If after accepting this proposal I do not receive confirmation, I will need to reopen the complaint with the business. Thank you.

Regards,

***************************
Initial Complaint
10/23/2022
Complaint Type:
Product Issues
Status:
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.
I purchased their service for a total of $21.39, which includes credit report scores. After I paid, I logged in and was unable to access my scores. Their web app is broken on multiple platforms and their service that I paid for does not function as intended. I was unable to contact them. After many hours, I finally was able to get someone on the phone and they would not refund my money and the problem is still not fixed.
Business response
11/08/2022
Were very sorry that our service did not meet your needs. We will review the account to research if any of the features were not working as they should, but in the meantime well make sure that your account is canceled and that you're refunded for the monthly fee.
Initial Complaint
10/22/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I attempted to cancel my membership online and instead was deceived into paying for an annual subscription. The design and wording of the website and cancellation flow is overly confusing and misleading. Once I realized that they tricked me into an annual subscription I immediately requested a refund and they refused, effectively stealing my money. This is a bad business practice that I must report.
Business response
11/08/2022
Thank you for sharing your concerns about our refund policy. While Auras refund policy (annual plans) applies to cancellations done within 60 days of the initial enrollment date, we will cancel the subscription and issue a refund for the annual plan back to the credit card on file. We apologize for any confusion or misunderstanding this may have caused.
Customer response
11/10/2022
[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,

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

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