Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/28/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I initiated services with Identity Guard on 2/8/21 due to identity theft issues. I paid $254.39 for a years subscription for the ultra protection package. On 2/17/21, I received a letter from a former employer that due to breech of security they would provide a similar service one year for free. I have been attempting to get a refund from Identity Guard since 2/17/21. This is the date of my cancellation request made on the phone. The service was canceled, however I never received a refund. On each date listed below, I called Identity Guard at ************. 03/29/21- ID Guard noted: "not credited for some reason to **** ** *******", "today the refund was submitted." 06/25/21- spoke with ***** from ID Guard: "did not go through on 3/29/21", "error message", case number was given: *******. ***** suggested I call **** ** ******* (***) to see why *** was rejecting the refund. I called *** and they noted nothing unusual and no refund on or around 3/30/21. Same for7 & 8/21.Business response
10/12/2021
Dear ****************,
Thank you for allowing us the opportunity to respond to this complaint. Please find our response attached in **** format for your review.
Sincerely,
*********************
Sr Compliance Analyst
Intersections inc dba Aura************
Initial Complaint
09/09/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
GROSS INCOMPETENCE!!!i called back on August 28, 2021 as to this special 60% discount as to ultra and/or premium individual membership. I currently have the annual premium membership.Anyway, I was on the phone a very very long time and spoke to a couple of reps that ended up having to transfer me YET AGAIN. Anyway, I was promised a return call from a ******* a tech same day .. i received an email on August 28th at 5:32 pm, , case number ********, telling they could not contact me today and they would be following up on August 30th.. I NEVER RECEIVED ANY CALL ON AUGUST 30 .. i called again today .. repeatedly requesting to speak to actual managers only to be told "they are not available but I can assist you" .. and put on hold for long periods of time HORRIFIC HORRIFIC .. i hung ** in total disgust . i am tired of this crap!!Business response
09/22/2021
September 21, 2021
Dear *** ******:
Thank you for your correspondence. We are taking this opportunity to respond to the complaint that was submitted by this customer due to concerns about a service and the ability to speak with our management staff.
We are able to confirm that this customer has had multiple enrollments in our service and does have an active membership. We have provided this customer with access to both our management staff and our senior management staff, who she has contacted on numerous occasions to assisted her with enrolling in our products and services. We have responded to all her previous requests and provided the services that she requested. With regards to the current request; we have spoken with the customer regarding this request. Unfortunately, we are unable to process her current request, as this request is for special product pricing, which is not part of our product plans.
We value our customers and strive to ensure that they are fully satisfied with our responses. If this customer has any further questions, she may contact us at **************.
Sincerely,
Aisha M****
Sr. Compliance AnalystInitial Complaint
07/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I want to terminate this service however there are no working numbers to do so.Business response
08/04/2021
Dear ****************,
Thank you for allowing us the opportunity to respond to this complaint. We have attached our response in Word format.
Sincerely,
************************
Sr. Compliance ***************************************** dba Aura
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
88 total complaints in the last 3 years.
46 complaints closed in the last 12 months.