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AllClear ID

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Phone: (855) 434-8077 Fax: (512) 579-2387 View Additional Phone Numbers 823 Congress Ave Ste 300, Austin, TX 78701 http://www.allclearid.com



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BBB Accreditation

A BBB Accredited Business since

BBB has determined that AllClear ID meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for AllClear ID include:

  • 44 complaint(s) filed against business

Factors that raised the rating for AllClear ID include:

  • Length of time business has been operating
  • Response to 44 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

44 complaints closed with BBB in last 3 years | 39 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 2
Delivery Issues 5
Guarantee/Warranty Issues 2
Problems with Product/Service 32
Total Closed Complaints 44

Customer Reviews Summary Read customer reviews

6 Customer Reviews on AllClear ID
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

BBB file opened: June 27, 2011 Business started: 06/01/2004 Business started locally: 06/01/2004 Business incorporated 01/24/2008 in DE
Type of Entity

Corporation

Business Management
Mr. Curtis McLaughlin, Customer Support Manager Adam Castilleja, Call Support Supervisor
Contact Information
Customer Contact: Adam Castilleja, Call Support Supervisor
Principal: Mr. Curtis McLaughlin, Customer Support Manager
Business Category

Identity Theft Protection & Prevention Services Credit Cards - Protection Service


Customer Review Rating plus BBB Rating Summary

AllClear ID has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 823 Congress Ave Ste 300

    Austin, TX 78701 (512) 236-0485 (888) 332-4963 (855) 434-8077

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 3356

    Suwanee, GA 30024

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/2/2015 Problems with Product/Service
7/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As a retired DHS employee whose PII was compromised, I was enrolled by DHS in " COMPLIMENTARY credit monitoring and identity theft protection services that we are providing at no cost to you". This was stated verbatim in a letter I received from DHS. I called AllClear and enrolled per instructions given in the letter DHS sent. That was about 4 days ago.air just went online and logged into my AllClear account and it reflects that I OWE $29.90 for services.

Desired Settlement: I am asking BBB TO correct my billing issue and contact DHS to ensure that this scam is not being perpetrated on other present and former federal employees.

Business Response: We reached out to Mr. *********** to address his concerns about his subscription. We have verified his account is not being charged and he has his subscription paid for by the Department of Homeland Security for the next 18 months. We have also mailed a letter to Mr. *********** confirming he is getting the AllClear Pro service for no charge.

**** ********** AllClear ID Customer Support Supervisor
** ******************************
*** ******** **** **** **** ******* ** *****

7/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I've had several ID issues including my minor child. My issues: first one on April 4 second one on April 17 third on May 17 I rec'd calls from All Clear, asked for and told an investigation has started. Only recently did an investigator (supposedly an investigator) call. Now, when I signed up, All Clear recorded my name and a security phrase. They tell you it WILL BE played whenever they call. And for each 'initial' call on the issues listed, they did play the recordings so I know it is All Clear. However, when this 'supposed' investigator called, no recordings. I was told they do not have that in their process. I insisted I need to verify their identity but all they did was press me for mine. I confirmed later via customer service a call was made but can't get them to engage. Appalling service. My daughter has been breached on her ID. They asked me to send in several PII pieces of info like my state ID. All via snail mail (nice and secure right?). That was back on May 11. TransUnion called to see if I had questions. They were alarmed when I said I have no info on the breach. I mailed my info as requested but nothing further. All Clear was supposed to send me details of the breach and inform me a lock was placed on my daughters credit until age 18. I asked TransUnion if the lock is on and they replied no. They are waiting on me. I've used a few of these credit monitoring companies and while I was not impressed with a couple, they look stellar next to All Clear who, in my view, look like they operate a clown car.

Desired Settlement: I expect information on my daughters security breach, investigation of my potential breaches, and given the 2 months of time elapsed with nothing delivered, a credit report from each of the 3 bureau's for my and my daughter's credit report. I need to have some confidence the proper research has been completed, even if they are incompentent in doing it.

Business Response: We reached out to Mr. ***** to address his concerns regarding the ChildScan process. He requested someone from Transunion reach out to him to explain what he can expect out of the investigation. We have escalated his request to have a manager from Transunion reach out to Mr. *****. Transunion has informed us they have reached out to the customer a few times and have left voice mail messages with a call back phone number, but have not received a call back from Mr. *****.


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

Consumer Response: Complaint: ********

I am rejecting this response because:
They claim i have not responded which is untrue.  I have responded to 2 calls (the only ones, which came last wed and friday...after i filed.  Also, This was not the entirety of the complaint. 



Regards,

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

Business Response: We reached out to Mr. ***** to address his concerns about the ChildScan that was ran on his daughter. Transunion was able to inform him the information detected was with his electric company. Transunion has also sent the customer an email with forms to fill out giving Transunion the ability to contact Equifax and Experian on his behalf. The process, from here, is to engage the other credit reporting agencies to confirm they have no file contamination on record and, if so, that it cleared up.

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

Consumer Response: Complaint: ********

I am rejecting this response because:
It does not address all items in the complaint.  I have had to investigate on my own issues behind my other cases.  Nor have they resolved my complaint regarding their engagement process.

Regards,

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

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I have insurance that was affected by the recent Anthem data breach, we were offered AllClear identity monitoring after the breach. I signed our family up for this program which included child scans on each of our children. We received a phone call from All Clear a few weeks later to tell us that one of our children (3 years old at the time) had his social security number fraudulently used in one of more places by someone with a different name. All Clear refused to tell me where or how it was used, saying I'm not authorized to know that information. She said this would be resolved in about 3 weeks, and I would receive a packet from Transunion in 1 week that would complete the investigation. ***** from AllClear then emailed me "In about a week, you will receive a packet in the mail from Transunion with information about the activity associated with your child’s Social Security Number." However this turned out to be a complete lie. It took between 2-3 weeks to receive the packet from Transunion, and unfortunately there was no information included on my son or the fraudulent activity with his social security number. All it included were some generic forms I could use file a police report and other generic forms that can be used to inform companies of the social security number misuse. Well of course I can't file a police report or any of those things because I have not been given any information on how his social security number was used. I called the phone number I was specifically given for this case at Transunion, the "investigator" assigned to my case from Transunion did call me back, but he claimed that they do not investigate activity with SSNs there, and all they do is issue a type of fraud alert that may help deter people from using his SSN in the future. He specifically said this is only a precautionary measure to prevent use of his social security number in the future, but that's something you could request for any child, I could have just as well done that for my other child who had not had his social security number fraudulently used. He said there was no investigation and they do not do investigations there, and transferred me to another person who was as unhelpful as he was. All Clear claims that Transunion will be investigating and sending me information, but Transunion claims they do not do this at all. I called All Clear and told them of this, who tried to tell me that I must have called the wrong number, so I gave them the number and he verified that was the right one. He claimed he would contact the Transunion investigator and have the investigator call me back and straighten this out "possibly today," which didn't happen either and Transunion never called me back. I have called AllClear and Transunion several times, and each time they give me the runaround AllClear states that Transunion is supposed to do the work and Transunion does not know what they are talking about. The packet also requested that I send in an original birth certificate, not a copy (this cost me $15 and I had to order a replacement), and a copy of his social security card. I sent these in right away, not like it has helped. Almost two months later and still nobody can tell me how his social security number was used.

Desired Settlement: Two months have passed and I still have not received any information or resolution. I feel as a parent and the legal guardian of this child I have more of a right to know how my son's social security was fraudulently used, than the people at AllClear that are hoarding this information to themselves and providing no resolution whatsoever. At this point they have only provided lies. How disappointing it is, when it is coming from a company that claims to protect and restore the integrity of the customers it serves.

Business Response: We reached out to Mrs. ************** to address her concerns. She requested more information on what was found regarding our Childscan results. We requested a Transunion manager reach out to her to answer any questions she had and provide any details they could. A Transunion case manager reached out to address her issues and also contacted Equifax and Experian on her behalf to request the information they had in their systems.

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


Consumer Response: Complaint: ********

I am rejecting this response because:

I still have not received any information on the fraudulent activity that was found by AllClear.  TransUnion was unable to find any fraudulent activity because they do not scan the same databases as the childscan and AllClear will not give me the information they found on their childscan.  I can't file a police report until I have this information.  We are talking about the identity theft of a 3 year old here.

The response from AllClear stated that the TransUnion case manager contacted Equifax and Experian on my behalf to request the information they had in their systems; however, this is incorrect.  The case manager from TransUnion stated they would send me a form that I could have notarized and sent back to them, to give them authorization to contact Equifax and Experian, but I still have not received this form one week later.  He has not contacted the other agencies yet because he has not received notarized authorization from me.  I have received no information in the last four months since AllClear found fraudulent activity, this is completely unacceptable and remains unresolved until I have this information.

Regards,

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

Business Response:

 

The results that were returned indicated the information found was from a mixed or contaminated file, meaning the activity was erroneously linked to the child's information.  In these cases, the information that was found cannot be released due to the account or personal information belonging to someone else and not a result of fraud. Our process, from here, is to engage the other credit reporting agencies to confirm they have no file contamination on record and, if so, that it cleared up.

 

An AllClear ID Supervisor called Ms. ************** back to advise what was found with the ChildScan that was completed on her child. We explained the results to her and while the customer understood, did not accept the answer we provided as factual.

 

Best Regards,

 

**** ********** 

Consumer Response: Complaint: ********

I am rejecting this response because:


All 3 credit bureaus have stated that there was no activity associated with the minor's SSN.  My investigator at TransUnion has stated this is because the credit bureaus search different databases than the ChildScan report, and he did not even know which databases AllClear was using.  According to the AllClear website, they search databases including employment records, criminal records, and medical accounts, if the SSN was not found by the credit bureaus there is a possibility it is coming from one of these sources. 

According to Juan Colindrez from AllClear, when the credit bureaus tell you there is no information found, that is code for they found everything, fixed everything, and then told you there was nothing.  According to "Juan" this will just go away on it's own, even though AllClear has essentially done nothing and the credit bureaus have actually found nothing in their databases.  This is insulting that AllClear expects me to believe this nonsense with NO ACTUAL FACTS.  SPECULATION DOES NOT EQUAL FACT. 

I have no problem; however, accepting that this was a mixed or contaminated file, as long as there is REAL VERIFICATION, that someone from AllClear, or the credit bureau, or whomever, can verify with the business or agency that reported the usage of his SSN, that the business or agency has corrected this issue.  Until this happens this remains unresolved.



Regards,

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

7/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 5, 2015 we received a letter stating Anthem had a security breach and our personal information was stolen. We were told Anthem had hired All Clear ID to monitor our information. We signed up with All Clear ID to have them monitor our credit reports, social security information and other personal information as Anthem said we should. On 5/22/15 I received a call from All Clear ID saying their was activity on 2 of my sons' social security numbers statrting April 2010 and going through June 2012 for one child and March 2015 for the other. I was told to follow the instructions on a email they sent to me and send in birth certificates, social security cards and so on. I did so on that day via certified mail. I know it was received as I checked with the US Post Office and also confirmed it with Transunion who All Clear had contracted to do the investigation. The email said in 5 days I would receive a call back with a case manager who would work with me to solve the problem. I was also told that they would be able to tell me exactly what the activity they detected entailed. It has now been OVER 30 DAYS and I still have not received a call. I tried to follow up on my own, but Transunion insists that they can not provide this information as they do not have it. I called ****** at All Clear on 6/6/15 who escalated the issue to his supervisor and someone was to call me. No one did. I called again on 6/9/15 and spoke to ******* at All Clear and was told she couldn't help it was up to Transunion. I spoke to her supervisor *** and was told she needed to indicate in her system that I gave permission for Transunion to view my children's credit report (even though I already had and Transunion had confirmed this.) She said she would put a ticket in for them to call me. She said if I call Transunion with case number *******, they could help me. Of course, I called and they said they had no such number in their system. I spoke to *** first at Transunion. Then I sp;oke to ***** who said that All Clear keeps telling people Transunion can help them, but it is wrong and they are lying. He said this happens repeatedly. He said Transunion has no investigative team who can tell me the information I need. I then spoke to ********* ***** in Special Handling, the department supervisor. She said they do work with all clear but she couldn't help. She said a Transunion All Clear rep would call me. Someone did call me but said they had no information and I need to talk to someone in fraud, but I already had (*****). No one could help me.I then spoke to Mark a supervisor at All Clear and was transferred to **** an investigaror there. She couldn't help and saidshe would contact a manager at transunion and escalate the problem. After hours on June 9th of calls and no help, I waited for a call back. On 6/15/15 I called All Clear again and spoke to ****** (who I also spoke to on 6/6/15). He said I just have to wait and he an't do anything and neither can I. He said he would email that I was upset and have someone call me right away. He said he would put it on "very high alert." Transunion called me on 6/17/15 and left a voicemail to call back. I did so right away and no one called me. I called All Clear again on 6/22/15 because no one had called me. On 6/23/15 I got a call from **** who is supposed to be in this "mystery" Transunion/All Clear investigative department that no one seems to be able to reach and that people who work at Transunion don't even know exists. She said she couldn't help me, but would call me back after looking into it. On 6/23/15 Josh from Transunion/All Clear Dept. called me back and said he can't see what All Clear is talking about. He said he can't tell me what the activity involving my boys' social security number is and that only All Clear can tell me. He said he would have a supervisor call me within 48 hours. On 6/24/15 I got a call from *** at All Clear with a phone number and extension. When I called him back, there was no way to actually reach him. I spoke to ******* who said that there used to be an option to enter the extension number, but they removed it and I can't reach him and neither can she. She said she would send an email asking someone to call me.

Desired Settlement: I have spent over 40 hours dealing with All Clear ID. It is bad enough that Anthem was so careless that they lost our social security numbers, birthdays and other personal information, but it is even worse that All Clear ID was supposed to help us and will not. They are supposed to be the ones to help me find out what happened and instead I am spending hours on end trying to get them to do their job. If they were able to identify that their was activity on specific dates regareding my 2 boys' social security numbers, then they should be able to tell me what it was. I followed their instructions EXACTLY and they have not even begun to delilver on their promise to help. They can't even tell me what the activity was. It is not my fault that they partnered with Transunion to help with this and Transunion can't. That is up to All Clear to figure out. I have done everything I was supposed to and they have made promises that they aren't even coming close to keeping. No one at All Clear can actually talk to anyone at Transunion, yet they keep saying Transunion will take care of it. I have spoken to countless people at Transunion who keep telling me All Clear will handle it. All Clear is the one who is hired to do this job. THEY need to figure this out and answer my questions and stop sending me to other people only to be told they can't help. I am sick and tired of being thrown from person to person. To promise to help and not deliver is fraud. They are selling a product and not folllowing through. I want SPECIFIC answers like I was promised. I don't want to hear that their is a credit freeze on my kids reports. I did that on my own. That is not what I am asking. I am asking for them to tell me what activity SPECIFICALLY they saw on the boys' social security numbers. Credit is only one thing social security numbers can be used for. They are suppposed to tell me ALL of the things they find, not just credit.

Business Response: We reached out to Ms. ******** to address her concerns regarding the ChildScan. The results that were returned indicated the information found was from a mixed or contaminated file, meaning the activity was erroneously linked to her children's information. In these cases, the information that was found cannot be released due to the account or personal information belonging to someone else and not a result of fraud. Our process, from here, is to engage the other credit reporting agencies to confirm they have no file contamination on record and, if so, that it cleared up.

An AllClear ID Supervisor called Ms. ******** back to advise what was found with the ChildScan that was completed on her child. We explained the results to MS. ******** and she stated she was satsified. Ms. ******** was provided a direct number to the supervisor in the investigation's department in case she has any future concerns.

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


Consumer Response: Complaint: ********

I am rejecting this response because: I never said I was satisfied. I will not be satisfied until the problem is resolved. I am still waiting for them to send me paperwork and help me fix th problems with the other two credit agencies as they promised. Based on past experience with them, I can't trust they will follow through based on only their word. They don't have a strong history of follow through. I am concerned that if you close the case, they won't follow through. As you can see from the notes I sent before, they never followed through until you got involved. Please don't close the case yet!!

Regards,

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

Business Response: We reached out to Transunion and they confirmed they have sent the Equifax and Experian letters to Ms. ********. Transunion informed us Ms. ******** will receive them in 5 to 7 business days.

Sincerely,

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

Consumer Response: Complaint: ********

I am rejecting this response because: I appreciate the updated information that you had the agency working for you send me paperwork, but until I actually receive the paperwork and it is actually processed, my children's information is not corrected and the case is not resolved.  Once that happens, then we can proceed.

Regards,

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

6/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recieved a letter from Athem that our personal data had been breached. I called Anthem and I was satisfied with their help. However when I called ALLCLEAR the lady talked to me as if I was at fault for having my data breached. Then she she told me how to sign up. I acknowledged I understood how to get my my FREE 24 months protection. I proceeded to the site, entered my personal info to get my CODE and when I finished I was not granted access to my FREE ALLCLEARIDPRO account. I callled ALLCLEAR again and they said a technicain would call me within 24-48 hours. I never recieved a call or email. WHAT KIND OF SUPPORT IS THAT? ANTHEM CONTRACTED WITH ALLCLEAR AND WE (ANTHEM INSUREDS) DESERVE ID PROTECTION THAT WORKS. I WANT MY SERVICE TO WORK AS PROMISED, NOT A DONT CALL US WE WILL CALL YOU promise. Because of of Anthems breach I am reluctant to give my phone number and address on any website because everyone is is getting hacked. Most people are not understanding how important it is to keep personal info safe from computer and phone hackers.

Desired Settlement: ALLCLEAR HAS MY ALL MY PERSONAL INFORMATION. I WANT A CALL OR EMAIL TO ACTIVATE MY 24 MONTH ID PROTECTION.

Business Response: We have reached out to Mr. ***** and addressed his concerns about his account. His account is set up for the protection provided by Anthem. He has also been provided with a direct number to a customer support supervisor should he have any other issues.

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

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have recently received multiple notices from Anthem and Home Depot that three of our family members data was breached. On one notice, it clearly states " Please note: You may need to take extra steps to start your phone alerts.". Clearly, "You may" was an understatement. _______________________________________________________________________________________________ My wife began setting up an account before today. When I tried to verify it was setup, I found that the notification part of setting up the account was not complete. In part, she had to use her voice to create a unique voice print ID, Shortly after that, I logged into the account to add my phone number and their system called me to verify it. When I got the call I had to provide the voice print verification phrase – supposedly in my wife’s voice. Although we don’t sound anything alike, their computer accepted my voice. I can't image how a male with a very deep voice (and not trying to change it) can sound anything like a female who speaks in a different pitch and with different voice influctions. _______________________________________________________________________________________________ The second issue was after having regular use of her cell phone (iPhone 6 with current software updates) I had just called my wife successfully. After that, the All Clear system attempted to call her phone for verification but failed ,multiple times. When I called her after that, her call went directly to voicemail. After rebooting her phone, I confirmed that I could call it and then we retried the the verification and it worked. A computer calling a cell phone is a computer-to-computer process and is more complex than many people consider. A programming or setting error at one end could affect the computer at the other. Although I can't prove that their system affected the phone, our entire family of 4 similar phones have never experienced this problem and this issue seems to reflect the other qualities of their systems that we have interacted with. _______________________________________________________________________________________________ We have long-term 100% malware free computers and browsers and use a password management system with EAS-256 encryption. New passwords are either automatically entered into the password management system from the web form where we create it, or we enter it in the system then cut-and-paste it into the webform. The point is, we NEVER have password creation or storage errors, however the password that we had for All Clear didn't work when we later went in to perform the processes mentioned above. The password had to be reset resulting in more phone calls from All Clear's system. Overall, it probably took two of us about 30 to 45 unnecessary minutes to setup the account. _______________________________________________________________________________________________ If a company's mission is to protect computer data, process information quickly and accurately to avoid a data breach and, inform their customers quickly while verifying their identity, I have zero confidence that this company will do that. They sell an 'insurance' service and they are asking me to trust them well in advance of providing their service. I cannot have that trust until their successful completion of service during that period.

Desired Settlement: Without a phone call or testing by me, I would like All Clear to correct their systems functionality so they function reasonably and for all their systems to continue working within common industry standards of a minimum of 99.9% uptime and functionality during the term that we have the service, and without further direct interaction with me or my family. If there are any failures, either in their credential systems, or delays or failures in their reporting system, I could only assume that they are not capable of delivering the service that they present to the public. I would consider it acceptable to receive one email to notify me the issues have been resolved. _______________________________________________________________________________________________ And from the BBB; I would like you to change their rating metrics for companies such as this. I feel it's unreasonable to consider the low volume of complaints solely on your site, or that simply responding to issues post-occurrence in any way reflect a sound resolution to the problems that I see reported here and on every other review website except for the review page on All Clear's site. The reviews on your own site are 100% negative. Not one is even neutral. Further, I would like the BBB to consider the company's published terms of service. All Clear's have been rewritten from something that looked like a first year law student wrote it, to something that looks like a paralegal wrote it, including terms such as 'Bargain' and statements of general use instruction, as well as a complete indemnification of them by their customers. Most amazingly, they specify that they own "all Feedback" made on their site which allows them to delete all negative feedback and post only positive reviews. Nowadays, most people who post feedback and reviews do so on the origin site, making that site the real measurement of a company's own reputation. Please consider that the BBB can also now be easily reviewed on other sites. The metrics you use don't seem to reflect the needs of the public.

Business Response: We reached out to *** **** and addressed his concerns regarding the activation set up and his online log in issues. *** **** has also been provided a direct phone number to a customer support supervisor should any other issues arise.

**** ********** AllClear ID Customer Support Supervisor
e: ******************************
*** ******** **** **** **** ******* ** *****

Consumer Response: Complaint: ********

I am rejecting this response because: Accepting the response indicates the issue is resolved. It is not. As stated in the complaint, I will consider the issue resolved after a year has passed and I have experienced no issues with the company's technology. I am simply repeating what was stated in the original complaint.

Regards,

******* ****

6/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Anthem set us up with All Clear. Promised a monthly report. First month came in fine. Second month did not come in email. Had to call three times -- kept telling us IT has to correct and IT will call us. No call received but second report came in May 2 for April. April report did not come out as of June 5. Called June 5, 8 and 9. IT problem, cannot talk to IT, It never calls people back. Different story from every rep. *** ****, a supv. Stated he was the highest company rep we could talk to, cannot talk to anyone at corporate

Desired Settlement: Want the monthly reports on time. Stop the stories.

Business Response: We reached out to **** ******** to address her concerns and have sent the customer the most recent monthly report. We will reach out to her again once the next monthly reports go out to ensure she is receiving them.

**** ********** AllClear ID Customer Support Supervisor
e: ******************************
*** ******** **** **** **** ******* ** *****

Consumer Response: 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 in part.  However, this is the second month in a row we have to BEG the company to forward reports.  Their CSD lies to people.  There is never a return call.   I ended up finding the CEO's email address and emailed him twice to finally have his senior CSD supv call me.  Then, miraculously he was able to forward the report via email.  THIS COMPANY IS BAD NEWS.
  I will await a report for the month of June.

Regards,

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

6/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was given this service for free when Anthem BC/BS was compromised. I get "alerts" through my email when there has been activity using my name/social security number. You are then supposed to call the number in the e-mail from the phone that you set the account up with, answer a slew of prompts, and then wait for a call back. Last night I tried this automated service THREE times and never received the phone call back. This happened to me a few weeks ago also. Thank goodness I think i know what it's about and it's not a big deal but what if it WAS??? They are supposedly providing me a service - and then it turns out to be un-usable.

Desired Settlement: I would like to see the service WORK the way it's supposed to. One of these days it won't be something I'm aware of and then days will go by before I can make contact with them. Terrible way to run a business!

Business Response: We reached out to Ms. ****** and addressed her concerns regarding the automated alert process. Ms. ******** has since been provided with the alert information. We have also sent her issue to our IT department to ensure Ms. ****** is able to use the automated system in the future.

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

6/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was notified By Anthem Insurance that I had been affected by a security breach and was directed to sign up for free protection through AllClear. The first agent I spoke to was brusque and not helpful in the least. She wouldn't answer any questions and told me to "just sign up already". We're not even sure how I may have been included in this as I have never sought medical attention in any of the places involved in this situation. With that knowledge, I called my own insurance company to see if it was a scam. They informed me that a breach did indeed occur. But still couldn't explain how I was involved. I called AllClear a second time to sign up and was told that it would be to our family's benefit if I included my husband and my son as well even though they were not named in the breach. Even though I was the only one that got the letter, I was told that they may just not have gotten theirs yet. No other letters have come. I signed up with AllClear which meant supplying them with all three Social Security numbers. Immediately after starting services with them, I began to get an insane amount of telemarketing calls (to both my home and my cell phone) and the amount of SPAM emails I have received has nearly doubled. The emails alternate between being blank with zip files attached, warnings from banks I don't hold accounts with telling me my access has been frozen, lottery winnings from foreign countries and a LOT of sexually based ones as well. The timing of it all is incredibly suspicious. I called to complain and asked to speak to a rep. They told me it would be 1-3 days for a call back. I asked that they call my cell instead of my house and when they called back they called my house so I missed it. I called back the number the agent left and was told that they would need to transfer me to the fraud department and that it would be another 1-3 days for another call back. Nevermind that I called the very number that the first agent gave me. I have now been waiting about two weeks and have not heard back from anyone. They are in receipt of some of our most sensitive information and I already have a concern...and they can't call me back?? Not good. Not good at all. Because of the timing of the arrival of the phone calls and the SPAM email coinciding with the start of service, I suspect they sell the information contained in their client list. I have done some independent research on my own credit report and have not seen any issues (yet). Reports will be requested on my husband and son's behalf as well.

Desired Settlement: At minimum I want an apology for them dropping the ball on this. I want an apology for their complete and total lack of attention. I want them to completely revise their mandate of making concerned clients wait 1-3 days for a call back. That's insane! I want *PROOF* that they don't sell their list or client information, I want confirmation that none of my own information has been used in any way outside of the scope of protection and, if they cannot provide this to me, I want a SWORN AFFIDAVIT that my information, my husband's information and my son's information has been scrubbed from their system.

Business Response: We have addressed Mrs. ********** concerns regarding our privacy policy. We do not sell, rent or provide our customers' information to any third party for their marketing purposes. We have mailed out a physical copy of our privacy policy to Mrs. Hallberg and it can also be found on our website, allclearid.com/legal/privacy-policy.


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

5/22/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I received a letter from Blue Cross Blue Shield of Virginia (Federal Government Plan) and Anthem alerting me that my identity has been breached as part of a data breach incident at their companies. I was advised that I would receive 24 months of identity theft protection and 24 months of credit monitoring through a contract secured with AllClear ID. On April 1 I went to the AllClear ID website and signed up for the advanced credit monitoring option. I DID NOT receive a code by email to register for the credit monitoring. I went to the registration site and entered phone number. After putting in the phone number the site is supposed to call you at the number and give you a code to enter into the AllClear ID website to activate the credit monitoring service. For whatever reason the site is unable to provide a redemption code confirmation. On May 13 I called AllClear ID support team at ###-###-#### and provided Name, DOB and SSN. I was told this service code would be sent immediately. Still waiting to receive an e-mail or anything on AllClear Pro ID protection because of the Anthem data breach.

Desired Settlement: Desired Settlement: This is unacceptable. My personal information, including my social security number, has been breached. I want AllClear ID to activate my account under phone number ###-###-####, ###-###-#### or ###-###-#### immediately. I also want my registration to begin on the date they actually activate it and not May 13 since I've lost 6 weeks because of their failure to provide the services they were contracted to provide.

Business Response: We reached out to Mr. ****** to address his concerns. We reviewed his account and verified his protection is set up. We have provided Mr. ****** a direct number to management in case he has any future concerns.

**** ********** ******** ** ******** ******* **********
e: ******************************
*** ******** **** **** **** ******* ** *****

5/20/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: $1,000,000 police will not cover a financial loss due to a hacker stealing my personal info longing in to my bit coin account and stealing all my bit coins. Give them 7 days to honor there $1,000,000 policy and reimburse me for financial loss due to id theft and a hacker. They still fail to do so. This policy is not any good. will not honor a hacker stealing my identity and money as id theft. seeking financial loss of $1,028. my account still got hacked my identity and passwords where still stolen and my money got gone. what good is your policy if you refuse to help me or pay me back my loss? Some body is going to pay me or you will go to rip off report. Henry needs to stop dragging his feet and send me a check. I have sent in all the proof of a loss. now where is my money?

Desired Settlement: would like some body to honor there $1,000,000 policy and pay me back my $1,028 loss due to a hacker stealing my account info and identity then logging in my bitcoin account and stealing all my bit coins worth $1,028.

Business Response: We reached out to Mr. ******** to assist with his fraud concerns. Mr. ******** is in our free Long-term Care service which does not come with the insurance. We provided information on how to file a complaint with the Consumer Financial Protection Bureau against this company. We've also provided the consumer with the direct number to our investigations team if he has any further questions.

**** ********** ******** ** ******** ******* **********
e: ******************************
*** ******** **** **** **** ******* ** *****

Consumer Response: Complaint: ********

I am rejecting this response because: you still refuse to provide any help to get my funds back due to id theft. you still refuse  to help me. you offer a 1 million dollar policy but yet you refuse to honor it. have fun with rip off report. i have reported your company to rip off report. 

Regards,

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

Business Response: We have reached out to Mr. ******** and left voice mail messages about his concerns. Mr. ******** had the AllClear Plus service, which does have an insurance policy, through Sony Network Entertainment America Inc. from May 2011 to May 2012. When that complimentary service ended, the customer was moved in to the free Long-Term Care or Basic service which does not include an insurance policy. The service does include access to our investigators and assisted recovery services which he can access by calling in to our investigation line at ###-###-####.


Adam Castilleja AllClear ID Customer Support Supervisor
e: ******************************
*** ******** **** **** **** ******* ** *****

Consumer Response: Complaint: ********

I am rejecting this response because: your investigators have no done 1 thing to make this right or even try to help me to recover my funds. i have tried to return your calls and no body knows who has called me so my message has fell on death ears. it appears to me you have left me out to dry and refuse to even try to help me recover or do anything for me. your investigators have just given up and closed my case from what i understand. I am very disappointed with your company and have placed complaints on rip off report.  

Regards,

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

5/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Being an Anthem customer I was notified of the data breach and signed up to AllClearPro. After numerous attempts to register for the service but NOT REGISTER for phone notifications I called the help line. I was hung up on when the tech picked up the line several times requiring me to call back . Of the two times I talked to someone they could not correctly identify I would be notified via email as the primary notification method. By this time I lost all confidence in AllClear ID and cancelled my free subscription. I then attempted to contact Anthem to inform them of the poor experience and found out I was talking to AllClear ID. He said it would take a week before anyone would call me back and told me they had no possibility to notify me via text at all but primarily would notify me via email and the phone was just an option. When I asked him about navigating the website because I had trouble doing so he said he could not see the screen and did not know about it. THIS COMPANY HAS NOT PROVIDED ANY CONFIDENCE THEY ARE QUALIFIED TO MONITOR SENSITIVE DATA. Secondarily why they can't provide text notification leads me to believe they are not a savvy player which also shakes my confidence in their ability. Third, why it takes three calls (and a website that lacks the pertinent details) to discover fundamental details of basic services shakes my confidence further. And last that it takes a week to ten days for a complaint to be responded to shows they do not care.

Desired Settlement: I will be letting the State Attorney General know how poor Anthem is doing to protect those damaged by the loss of data caused by them. AllClear ID is just a cover for them and it is so poorly operated that trusting them to monitor personal data is inconceivable. It is a waste of time to attempt to register with them.

Business Response: We contacted Mr. **** regarding his concerns but he stated he did not wish to speak to us by phone.  Per his request we will follow up with a paper letter.  We have also escalated his concerns to Anthem per his request.

**** ********** ******** ** ******** ******* **********
e: ******************************
*** ******** **** **** **** ******* ** *****

Consumer Response: Complaint: ********

I am rejecting this response because: Asked for Anthem to respond in writing and another AllClearPro rep called.  These people clearly are all about themselves not customer service. 

Regards,

**** ****

Business Response: Mr. **** has requested a letter from Anthem directly. We have escalated his concerns up to Anthem to provide a written response.

Sincerely,
**** ********** ******** ** ******** ******* **********
e: ******************************
*** ******** **** **** **** ******* ** *****

Consumer Response: Complaint: ********

I am rejecting this response because: there was no action taken.  AllClear insists we chat about their poor service.  They called twice in response to my last rejection of their response where I asked for Anthem to respond in writing.  One call was at 7PM when I was at dinner with friends and they still want me to discuss their service.  There service is poor and I do not want or expect anything from them.  This company is not reputable enough for me to do business with.  AND I DO NOT NEED TO DISCUSS IT WITH THEM.  My complaint is AND always was for Anthem and the attorney general to know how inadequate Anthem's response to their data breach is.  No one should have to deal with a company like AllClear.

Regards,

**** ****

5/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Anthem (Empire) insurance had a security breach and they contract the company AllClear to provide credit and ID theft monitoring and protection services and this purported service is a complete fraud. As several other have complained I had to contact both companies (Anthem and all clear) by email phone numerous times to get enrolled. After enrollment there were several changes to my credit and ID status (credit enquires, opening a new line of credit, changes to accounts, social security number monitoring, ) that should have triggered an alert or some response on the part of ALLClearID. Not only have I gotten not communication from them, but I can't contact them. There is no contact on the web site except for a general corporate snail mail address, which is not an appropriate contact for potential ID theft. There is no info or links or contacts on the web site to any credit info, ID info , alerts and the company is clearly not monitoring such things automatically

Desired Settlement: The company should refund 12.99 per month for alternative ID protection/credit monitoring service thus far and for the full 24 months of the contract.

Business Response: This issue has been resolved.  We spoke to Ms. ********* and clarified the services being provided to her at no cost by Anthem.  She also now has a direct phone number to a customer support supervisor in case she has any future concerns.

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

Consumer Response: Complaint: ********
I am rejecting this response because: I did
finally receive a call from the company, so their lack of response to my
multiple attempts to contact, so that part of the issue was resolved to the
extent that they finally did contact me.  They are however still
problematic and are mis-representing the nature and content of the call.
 First, although I am personally not paying for the ID theft protection
service, it is not free as Anthem/Empire (my health insurance provider) was
hacked and the All Clear service was paid for by Anthem.  Second, in
addition to the poor customer service response they are not providing an
adequate service.  AllClear still missed
other enquiries to my credit that were detected by another ID theft protection
service that I subscribe to and only look at one credit reporting agency.  Furthermore, their policies and practices are
inadequate to detect potential fraud or credit fraud etc in reasonable time
(i.e before substantial damage has been done) .  Their response to this
complaint was that they insure me against such problems and would investigate
them should they occur.  I pointed out that I never received any
information regarding the nature and limitations of the service, regarding
detection , insurance or investigation, so I don't have any real idea of how
and to what extent I would be insured and what their service actually provides
and what the limitations are - and explicitly asked for such information to be
sent to me, which it was not.  In summary,
I raised several issues in the phone call about profound defects in the service
which were not addressed at all and continue to be problematic



Regards,

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

Business Response: We called Ms. ********* back to resolve her concerns. She requested legal information about AllClear ID. We provided the online resource https://www.allclearid.com/legal/ and also sent PDF versions of this information to the consumer's email address.

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

Consumer Response: Complaint: ********

I am rejecting this response because: I never got either the email or the paper copies

Regards,

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

5/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am a disabled senior citizen on Medicare and Medicaid. Medicaid contracts with an Anthem subsidiary called AmeriGroup Health Plan (formerly known as WellPoint) to manage my medical treatment. AmeriGroup / Anthem computers were hacked approximately three months ago, and for three months I have been receiving voice mail messages on my Google Voice Voicemail account (###-###-####) from what appears to be foreign callers (with heavy foreign accents and unpronouncable names) displaying caller IDs beonging to AmeriGroup Health, but when I called the number left and the number on the caller ID, the person answering (who also spoke with foreign accents) wanted to know MY name, address, date of birth, phone number, and other personal and confidential private information. When I called Anthem Headquarters to report this, I was told I would be eligible for credit monitoring service, and given a phone number and website address. The people who answer at the phone number refuse to register me claiming insureds living in my state (Tennessee) were not eligible to participate in the program. They referred me to the website, where my state was NOT listed as being eligible. Then I received a call to my voice mail account where no message was left. The caller ID checks back to a company called AllClear ID. That is the contractor to Anthem that refused to speak to me or take my complaint about the ID phishing attempts. When I call that number back, it goes to a recording that says no one is available to speak to me. I complained to my US Senator, ***** ********** who received thousands of complaints about Anthem and Amerigroup and AllClear ID. He wrote a letter to these Organized Criminal Enterprises complaining that many hundreds of thousands of Tennesseans ID information was stolen and their companies are refusing to communicate with us. The Anthem spokesperson publicly denied his allegations and claimed falsely that AllClear ID was handling the matter for them and referred to the website that fails and refuses to list Tennessee insureds as being approved to receive the services of AllClear ID. I do not own a telephone, and my community has NO public telephones for me or any of the hundreds of homeless here to use to contact ClearID and Amerigroup. When I send them emails they call my Google Voice Account number and hang up without leaving a message, and then claim that I refused to answer their phone calls. How can I answer calls when I am too por to be able to afford a phone and have no house to install one in, since I am homeless. The phone company here will not install phones in tents or abandoned vehicles belonging to homeless. It is my conention that it is REASONABLE to expect that Anthem and Amerigroup and AllClear ID should provide homeless insureds some way to contact them where their calls will be taken without having to navigate a call queue set up specifically to deny callers the ability to speak to a live human being in a US call center who speaks English. It appears that the whole scheme is set up specifically and intentionally as part of a pattern and practice of APPEARING to be a legitimate service provided to victims, but in fact, is a scam, a sham, and a fraud on the victims, since it is apparently impossible for those of us without telephones to receive whatever services they claim to offer, but in fact, do not.

Desired Settlement: The services promised on the Anthem website, addition of Tennessee to the list of participating / eligible states, and a formal written apology from both companies.

Business Response: We had an investigator call back to speak with Mr *****. A voice mail message was left 4/20/2015, 4/18/2015 and 4/13/2015. On 4/10/2015 Mr ***** spoke to one of our investigators who offered to enroll him. At the beginning of enrollment, the call was disconnected. Our investigator called back but was only able to leave a voice mail. The direct line to our investigation department was left on the voice mails. When Mr ***** calls back, we will be able to get him enrolled in the services being provided through Anthem.

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

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

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

Consumer Response:

Complaint: ********

I am rejecting this response because:

My complaint against All Clear ID is NOT resolved.  Four months after the Anthem Computer Breach when my ID information was stolen and misused, All Clear STILL refuses to deal with me.

 

It took me THREE MONTHS to get through to their Investigative Unit, and the man there gave me two phone numbers to reach him at, but after dozens of attempts without success in reaching him or his supervisor, and getting hung up on by snotty agents who denied he worked for their company, agents who refused to identify themselves or their supervisors, who refused to connect me to their supervisors, and who refused to identify the name of the secret city in which they were located, has led me to conclude that this company is an organized criminal enterprise that uses phishing techniques to seal the identifying information of innocent consumers.

 They definitely do not follow through with the services that Anthem claims they provide.  They definitely do not have anyone who will furnish their REAL name and REAL telephone number at which they can be contacted.  They have some kind of time out timer on their phone that disconnects callers after a certain time limit is reached.  They refuse to provide the name and address of their agent for service of process.

 And YOUR company claims that I failed to reply to your communications?  Not true.  If you write to me about this nefarious company, why would I fail or refuse to reply?  They are NOT a legitimate company which uses industry "best practices" to treat their customers (victims of fraudulent computer breaches) with respect or diplomacy.

 They take millions of dollars from their clients and then PRETEND to offer services to those clients but fail and refuse to provide those services.  I have made demand over a hundred times to this fraud operator to provide me with the services they claim to offer, which have already been paid for by Anthem, yet they refuse over and over.

 In the absence of any pretense by the BBB of conducting an HONEST inquiry into the many unlawful techniques employed by this company to deceive the victims of computer breaches, I intend to bring criminal charges against them with my local law enforcement authorities.  I had hoped that the BBB would at least pretend to be objective, but they have NOT been.  I have received NO satisfaction from All Clear ID -- only lies and empty promises.  When millions of dollars and millions of victims are involved, any reasonable and objective observer would expect better compliance with "best practices" and the law and contract they have with Anthem.

 

I deserve better.  I intend to join with others similarly situated to file a class action lawsuit against Anthem and All Clear.  It is UNCONSIONABLE that All Clear has the gall to take money for providing services to me, yet fails and refuses to even speak to me when I call or connect me to the guy who lied to me about his secret phone number and location.

 **** *****

 

 

 

5/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter from Blue Cross Blue Shield of ********** and Anthem alerting me that my identity has been breached as part of a data breach incident at their companies. I was advised that I would receive 24 months of identity theft protection and 24 months of credit monitoring through a contract secured with AllClear ID. On Aprl 1 I went to the AllClear ID website and signed up for the advanced credit monitoring option. I received a code by email to register for the credit monitoring. I went to the registration site and entered phone number ###-###-#### which is my cell phone number. After putting in the cell phone number the site is supposed to call you at the number and give you a code to enter into the AllClear ID website to activate the credit monitoring service. For whatever reason the site is unable to call my phone. On April 7 I called AllClear ID and was passed to three different phone numbers and departments. They called the phone and the call still would not come through. I asked them to change the phone number to call for registration in their system from ###-###-#### to ###-###-####. I was told this would be done immediately. Two days later it was still not done. I called back to AllClearID and was told it would actually take 5-7 business days. It is now April 14, two full weeks after I began trying to register and activate my account with AllClearID and it is still not done. I was also told I would get a call from their technical support team about this issue at ###-###-####. I never have. The last time I called their company I was told that they don't know when they will resolve my issue because they are overwhelmed by the volume of registrations and calls their company has received because of the Anthem data breach.

Desired Settlement: This is unacceptable. My personal information, including my social security number, has been breached. I want AllClearID to activate my account under phone number ###-###-#### immediately. I also want my registration to begin on the date they actually activate it and not April 1 since I've lost 2 weeks because of their failure to provide the services they were contracted to provide.

Business Response: This has been resolved with the consumer. We have made the appropriate updates to Ms. ******* account and extended her coverage.

Adam Castilleja AllClear ID Customer Support Supervisor
e* ******************************
*** ******** **** **** **** ******* ** *****

5/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Signed up with allclearid 9/14 through the Home Depot breach. Received email stating there was activity on account in 3/15, instructions in email were to call ************ and go thru prompts. Tried that several times, static on recording is so bad, unable to proceed. Tried calling numerous times, EACH & EVERY TIME i got thru to a operator, i was disconnected or unable to understand due to excessive static. Now i can see this happening once or twice, but not EVERY TIME i call.

Desired Settlement: I want the information available to me withing the next 10 business days. If their phone system was working properly, i would get this information immediately. Since their phone system is poorly managed, i want a letter stating the account activity.

Business Response: The alert was for Mrs. ********** husband ********. We have since spoken with him and believe the issue has been resolved.To confirm, we have attempted to reach Mrs. ******** and have left her voice mail messages with a direct phone number to reach an agent. An email has also been sent providing a direct phone number to reach customer support should she have any additional questions. 

Sincerely,

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

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

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


5/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for AllClear Service after the Anthem breach. Unlike the other complaints I have read on here, I keyed in all my information correctly when I initially signed up, and the system did the self test when I signed up, called my phone, I entered a password, and everything seemed to work. For the past two weeks the AllClear auto system has been calling my phone telling me to call back to check for an alert. I have been doing just that, but every time I call, the system says I have not entered my 10 digit phone number (which is untrue - I call from my cell, and enter the 10 digit cell they have in the system on my keypad, which is the same as the number I call on but the system won't recognize it). I have called customer service numerous times to no avail (after a 30 minute hold no one picks up). Within this timeframe, Credit Tracker, a free service with one of my credit cards, has alerted me to a change in my credit score, as has another service, signed up for since I can never get ahold of AllClear, has alerted me as well. I simply logged into those services and received the information immediately. (Along with my credit report, which I don't believe you can get with AllCear). On top of all this, I received a good offer in the mail for zero percent interest for 18 months and I tried to sign up for it, but it needs "further review" - I assume because AllClear has my account locked out - even to me - so at this point I fear I cannot go for offers I want, nor can I get ahold of anyone to cancel. (Also interesting to note - I could NOT find their phone number ANYWHERE on their website. But you have to call to cancel. Instead I found a phone number on google....)

Desired Settlement: I want a phone number that actually reaches someone so I can finally get the alert they are trying to give me. Then I want to cancel their service and have my data records purged.

Business Response: We reached out to Ms. ********* to provide the information requested. We left voice mail messages providing a direct phone number for her to reach an AllClear ID agent to assist her in retrieving her alerts and cancelling her service. An email was also sent to the consumer with a direct phone number to reach customer support to resolve her concerns.

Sincerely,

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

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

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

5/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The information in the letter I received regarding actions concerning a cyber attack does not have the information (list of affected parties) at the links indicated in the letter. When I try to call I get put on hold and no one answers - have held as long as 30 minutes.

Desired Settlement: with telephone number that will answer and links that work for the information promised in the letter of March 27, 2015. The letter I received was from ******* **** * ** *** *** * ****** ** ********** with AllClear ID listed as a resource.

Business Response: The notification letter contained valid links and a phone number to reach our support center.  We reached out to Mr. ****** to resolve his concerns and spoke to his wife. Mrs. ****** informed us Mr. ****** recently passed away. We left Mrs. ****** with our direct contact information in case she had any future concerns. We believe this issue has been resolved.
 

Sincerely,

**** ********** AllClear ID Customer Support Supervisor

T: ************ ** ******************************

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

5/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My family and I were affected by the Anthem Blue Cross/Blue Shield data breach. In order to ameliorate this issue, Anthem informed its customers that they had contracted with AllClear ID to offer credit monitoring for two years. I attempted to enroll my husband and two-year old son on their website, but due to vague instructions and the poorly constructed nature of the site, I could not enroll them both as separate individuals as they have the exact same name and there was no option to differentiate between the two. As a result, I called their customer support line and spoke to an agent who supposedly enrolled them for the AllClear Pro plan. However, he seemed unsure of what he was doing at times and could not answer specific questions regarding the ChildScan feature which AllClear advertises will "detect and repair" child identity theft. This is the feature that I am most interested in as we have been receiving mail that is highly concerning for fraudulent activity under our son's identity. He then told us to wait for a voice activation call that never arrived. We looked up the accounts and discovered that the call never arrived because the agent had entered the phone number incorrectly. In order to fix this matter, I spoke to another agent (***********) and found that the first agent had entered other articles of information incorrectly (misspelling of city, omission of information, etc.). *********** said that he entered the edited information and that the account would be updated by Monday (we spoke on a Saturday). However, my main concern was that the agent had entered vital information such as SSNs and birthdates incorrectly, which renders the service useless. *********** did not have access to the SSNs and birthdates to confirm whether they were correct and told me that he would "escalate" this matter and have someone call me in 1-3 business days. He then gave me a phone number to the voice activation line which happened to be an incorrect number so I had to call in again and speak to another agent to get the correct number. On Monday we discovered that the information had not been updated and we spoke to Tanisha who told me that there was no record of any edits made to the account, and I was again told that the matter would be "escalated" and to wait for a call in 1-3 business days. I spoke to four additional agents (one of which was a supervisor) since no one was calling us back to resolve what is essentially a very simple matter. Not a single one could help in this matter (making the needed edits to the information in the account and confirm that the SSNs and birthdates were correct so that we were actually being protected). One agent actually told me to go the website and try to find a phone number or email address that might help-she was essentially telling me to do her job. As we are suspicious that there may be fraudulent activity with regard to my two-year old's identity, this agent said that she would "escalate" the matter to the fraud department and someone would call us in 1-3 business days. I was shocked to hear that it would take them 1-3 days to respond to suspected fraudulent activity-other credit monitoring companies I have dealt with will address this type of concern immediately. The level of incompetence is simply staggering, and it is extremely frustrating to get the run around. It has been over a week and we have yet to receive any help. Based upon similar complaints filed against this company and the fact that they cannot remedy a simple matter, I am extremely concerned that they are even capable of performing the services promised. Either they cannot deal with the volume of customers or they place those affected by the Anthem data breach as a low priority. Anthem and its customers should be notified that AllClear ID cannot or will not render the services that were promised.

Desired Settlement: I would like AllClear ID to render the services that they were contracted for by Anthem. I want my husband and two year old to be enrolled with all information correctly entered into their accounts and for the ChildScan service to be performed on my son's identity and for any fraudulent activity to be directly reported to me in a timely fashion.

Business Response: Mrs. ********* spoke to an AllClear ID Investigator regarding her concerns. Her husband and child are enrolled and we verified the account information is accurate. The ChildScan service has been performed for her son. This has been resolved with the consumer.

 
Sincerely,

**** ********** AllClear ID Customer Support Supervisor

E: ******************************

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

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I upgraded over the phone from AllCLear ID to Pro. They incorrectly entered my email address and now I cannot log on, the number I called for enrollment has promised a call back 3 times and provided call authentication codes. I have not received a call back from any of the calls and the people I do speak to are unable to make the change to correct the email address.

Desired Settlement: fix it. Its not that hard to do.

Business Response: We spoke to Mr. ********* and made the updates to his account. This has been resolved with the consumer. 

Sincerely,

**** ********** AllClear ID Customer Support Supervisor

E: ******************************

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

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called to report an Identity Theft issue on 3/25/2015. I spoke to a rep named ****** who said an investigator would contact me in 72 hours. I received no contact from the investigator. I tried to place a follow-up call and was on hold for over 35 minutes attempting to speak to someone. No one answered, so I hung up. I emailed a complaint of this issue, asking for follow up on 4/1. I still have not received a response. In matters of identity theft, response should be prompt. I have since had to follow up with the police, IRS, and the credit agencies myself, instead of receiving the support from All Clear that I should have.

Desired Settlement: I want assurance that All Clear is monitoring my credit as I believed they were. I want assurance that this matter is being investigated.

Business Response: Ms. ***** spoke to an AllClear ID investigator regarding her concerns. Her credit monitoring is active and she has opened up a fraud case with an investigator regarding her fraud concerns. This issue has been resolved with the consumer.

**** ********** AllClear ID Customer Support Supervisor

e: ******************************

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

Consumer Response: 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. It should still be noted that I should have received a response in a more reasonable time frame... I had been told 72 hours and it took a month, plus a complaint to BBB. An apology from the representative who responded her might have been nice.

Regards,

***** *****

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint: I carry Blue Cross Blue Shield Medical Insurance through my employer, a school district in Pennsylvania. Blue Cross reported in March of 2015 that their system had been hacked, and that customers names, birth dates and social security numbers had been compromised. [ The hacking was identified as occurring with a company called Anthem, Inc. that works with BC/BS.] Furthermore, the dependents and spouses of the enrolled customers were also affected. BC/BS and/or Anthem, Inc. has since contracted with All Clear ID to provide free credit monitoring. I went on-line to enroll me and my wife in the All Clear Pro. credit monitoring and printed out a confirmation. On the confirmation it said check for an e-mail. The e-mail never arrived. I tried calling All Clear's consumer line repeatedly. After 4 attempts, I was unable to get to talk with anyone. The number was ###-###-####. [This is in addition to several failed attempts yesterday to get through.] In each case I had to listen to a long message which ended with my having to press "1" to talk with a representative. After pressing "1" I waited in a queue for a short period of time [about 2 minutes] until the line was disconnected by All Clear. Very odd. I reported what happened to my health care organization and they too are following up on this. The questions I have for All Clear are (1) what level of monitoring do I have and (2) how can I check from time-to-time that the monitoring is still in place. And, (3) do I have an account online that I can access to make sure that my personal information [email address, street address, credit cards, bank accounts, etc.] stays current? (4) If not, how is this handled?. FYI: None of the documents sent be BC/BS or Anthem had the address for All Clear so I assumed that what the BBB had for the address is correct.

Desired Settlement: To have someone call me back and answer my questions. Also, an apology for a non-functioning customer service phone system would be appreciated.

Business Response: This has been resolved with the consumer. We reached out to Mr. ****** and reviewed the services he is receiving as well as how to log in to his online profile to review his personal information.

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

Consumer Response: 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,

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

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I were victims in the recent Anthem breach. We enrolled in All Clear ID. The credit monitoring service provided through Anthem. A few weeks after enrolling, we received a phone call from All Clear that they suspected my 10 year-old son's social security number may be being used fraudulently.  This was detected through their child scan service. They could not tell us how it was possibly being used. We were told that it was being referred to Trans union for investigation and we would receive a letter with findings within a week. As you can imagine, this was extremely stressful to hear. All Clear also sent us an email confirming we would receive information in a week from Transunion. We received nothing. I called 2 to 3 times, and received conflicting information from All Clear on the status of our son's information each time I called. It had been almost 3 weeks before we received a packet in the mail. The letter was addressed to a woman we have never heard of, and contained my son's name. The letter was for us, but was addressed to an unknown women. I knew it was ours because I could see my son's name inside. Now, not only is there a possibility my son's social security number is being used, but the letter we received is addressed to someone who is not his parent.  There was nothing in this letter explaining the possible fraud. I then called All Clear and they said basically we need to take it up with Transunion. My husband called Transunion and they said they don't monitor credit for children and didn't know why the case would be referred to them. There is no need of this. My wife eventually called Transunion and the gentleman she spoke with said my son does not have a credit report. When she asked him who the letter was addressed to he told her basically not to worry about it because he didn't have a credit report.  Noone has yet told us why they believed our son's social security number may have been used. All Clear also said that Transunion would call us a week after we receive the packet. It has been over a week, and we have not heard from anyone. At this point, we feel frustrated. No one is giving us any information. I have no confidence in either company. I am filing the complaint against All Clear because this was the company we were provided by Anthem to help protect us. I feel we have been more than patient. This is a situation that concerns at 10 year old's social security number, and no one seems to know anything. We just keep getting tossed back and forth between both companies. Each saying it's the others responsibility. We are in this situation at no fault of our own. I would really appreciate any help you could give us. Thank you.

Desired Settlement: I want to know if my son's social security number is being used fraudulently. As All Clear 's customer, I feel this is a matter they should be able to resolve by communicating with Transunion. When I called Transunion, it seemed they didn't even know what I was talking about. I appreciate your assistance. Thank you.

Business Response: This issue has been resolved. Mr. ******* has spoken to an investigator who has cleared up his concerns regarding his child.

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

Consumer Response: 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,

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

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I carried Blue Shield Medical Insurance. Blue Shield reported that their system had been hacked, and that customers names, birthdates and social security numbers had been compromised. Furthermore, the dependants and spouses of the enrolled customers were also effected. Blue Shield has since contracted with All CLear ID to provide free credit monitoring. I had trouble getting my husband and children enrolled so I called the company on three separate occasions to get assistance enrolling them. The first time I was told my call would be "expedited" to a higher level and that a representative would call back in one to three days. The second time I called after waiting three days, I was told that my call would be "expedited" to a higher level and that a representative would call back in one to three business days. I called a third time and was told that my call would be "expedited" to a higher level and that someone would return my call in seven to ten days. That representative gave me a "confirmation number". She could not tell me whether my other two requests had been forwarded to someone. Meanwhile, I'm concerned that my daughters' and/or husband may have their identity stolen. It is bad enough that I have to deal with the stress around the breach in my families personal information, but Blue Cross has contracted with a company that cannot be trusted to deliver on their promises. How can I trust that they know what they are doing when their customer service representatives cannot even help me enroll.

Desired Settlement: I would like my whole family to be enrolled in All Clear ID as Blue Shield stated.

Business Response: We reached out to Mrs. ********* to get her family enrolled in to the service. Mrs. *********'s family is enrolled and covered under the protection being offered through Anthem. This issue has been resolved with the consumer.

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

Consumer Response: 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 am just miffed that it took a formal complaint for them to finally make this right. How many people out there are not covered adequately by this company, who got the deal from Anthem for identity theft insurance?? 

Regards,

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

4/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: AllClear ID was contracted by Anthem to provide identity protection via a hotline with "dedicated investigators" - I called their hotline because my bank recently notified me of multiple names associated with my SSN (sourced by Innovis and Lexis. The bank actually froze my account). The hotline was useless and turned out to be an info line with no investigators nor any ability to speak with "dedicated investigators" - this was blatant mis-representation. It is unclear what AllClear ID is doing/going to do to actually provide any of the services described by Anthem/AllClear ID, let alone when they are going to provide these services. They are certainly not doing anything on a timely basis.

Desired Settlement: >a dedicated investigator >a remediation plan/timeline >> including investigating ALL ~14 CRA reports and ALL identity management third party reports (I don't have the specific numbers) >> including details on what impact if any this fraud/their monitoring will have on my CRA reports (are these hard/soft pulls) or my ability to draw credit In addition: >explanation of how my identity is going to be secured given that the info was breached - specifically what are they going to do to fix this >explanation of what the permanent resolution is to this matter given that my info is now out in the wild

Business Response: An investigator spoke to Mr. **** regarding his fraud concerns and reviewed his credit report over the phone. He has been provided with the direct phone number to the investigation team. Out investigation team is standing by should Mr. **** have any more issues or questions.
 
Sincerely,

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

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

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

 


4/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: All Clear ID is advertising a "credit monitoring" website via its "Pro" service for members of the Anthem data breach. After providing requiring detailed personal information the website provides no additional information to the user! The website does not even provide a way to contact All Clear ID either. How is this acceptable?

Desired Settlement: provide credit monitoring that I can see in my account!

Business Response: We spoke to Mr. ********** today. We reviewed the services we provide but Mr. ********** was still unsatisfied. When new credit activity is detected, we send a phone call to the customer's registered phone
number to review what was found. Due security purposes, all detailed information is exclusively communicated by phone. AllClear ID does not post credit activity online.


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

e: ******************************

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

 


Consumer Response: 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,

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

4/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was received a letter from Anthem health that I was part of the security breach, so I attempted to sign up with the Allclear Id service they offered. First, I registered through the website, I got a confirmation page stating that I would receive an e-mail within 72 hours so that I could continue the process of opening my account. 4 days later, no e-mail was received. I called Allclear ID’s hotline number. The woman named asked me if I wanted to enroll over the phone or the website. I told her that since the website didn’t work the first time to please enter me in the system so that I don’t have to wait another 72 hours to see if I get the e-mail confirmation. She entered my information which I felt uncomfortable giving over the phone but had no other choice, she said that when I hang up I will get a phone call asking me to set-up a pin number. The phone call never came. I called back the next day and told them I never got the call. They tried doing it again, still no phone call. I called back again and they escalated my case meaning someone else was going to call me back within 1-3 days. I received a call back the next day and explained the situation. She told me that many people were not getting the automatic phone call and gave me another number to call in order to have my pin number set-up. When I got to this new number the person told me that both my phone number and e-mail were entered into the system wrong by the initial customer service rep. and that this is probably why I wasn’t getting the automatic call. However, she could not fix the information and had to put in another escalation claim and that I would get a call back in 1-3 days. After another 2 days went by I called back and the person said well, it’s 3-5 days not 1-3 days and that they couldn’t do anything. I asked to speak to the manager. She came on the line and said she can’t correct the information either and that she could only put in another escalation request call back. The original woman came back on the line and took in my information and my correct phone number. I asked her to read it back to me and she had it wrong again. After 3 times of correcting her she repeated back the right phone number. Another day went by and still no call back. I called back the second phone number that I had from the first time that someone actually did call back. The woman that answered said she still can’t correct the information and that I have to wait for the call back. I told her that I have been waiting 2 weeks now and made many calls and if this isn’t resolved soon I will be filing an official complaint. She took down a note to call me back by noon the next morning. She also gave me a number to call that was a hotline to set-up a pin automatically. I called this and attempted to put in my call back number, the message told me I have to speak to customer service. The next day I was home all morning and no phone call. I don’t know if they are attempting to call back the wrong phone number that they entered incorrectly the first time and not looking at the notes or they are just not calling back. This is ridiculous, AllClear ID is a company that is supposed to be handling sensitive information about it’s customers and they are incapable of getting you phone number correct or fixing information in your file. The customer service for this company is terrible. It makes me very worried that I gave them any of my information in the first place. And I can’t see if any of my credit is being messed with for 2 weeks now since they can’t fix the problem with my account.

Desired Settlement: I would like them to correct my phone number and e-mail on the account, make sure I can set-up the pin number so that I can use the identity monitoring service.

Business Response: Hello,

We spoke to Ms ******* today and resolved her issues. Her account has been updated to the correct information and her PIN has been established.

Sincerely,

**** ********** ******** ******* **********
e: ******************************
*** ******** **** **** **** ******* ** *****

 


Consumer Response: 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. Approximately 3 weeks after filing my complaint with the BBB I finally received a phone call with a representative that was able to correct the mistakes that the first representative made when setting up my account. I was then able to finish the process of activating my account. Thank you to the BBB for intervening. I may never have received a call back otherwise.

Regards,

******** 

4/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was part of the Anthem identity breach and offer 2 years of service from AllClear. I called on 3/14/15 and the representative took my information and said someone would call me back. Someone called me the morning of 3/16 and I missed the call. When I called back at 10:07 am EST, the service representative wasn't able to find my account. She was rude and appathetic and hung up on me when I requested to speak with a manager.

Desired Settlement: Firstly, the representative that hung up on me should be fired. There is no excuse for this. Secondly, I need to enroll in AllClear Pro as soon as possible due to the Anthem breach. Thirdly, a written apology from Senior Management.

Business Response: We have reached out to Mr. ********* and addressed his concerns. We are conducting a thorough investigation in to the agent he spoke with on 3/16/2015. We will provide the appropriate coaching and corrective action. We offered to enroll Mr. ********* who declined wanting to wait for The BBB to advise him what to do next.

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

Consumer Response: Complaint: 10534513

I am rejecting this response because:


They did reach out to me, that is a true statement. My concerns have not currently been addressed, so that part of their statement is incorrect. I declined enrolling because I would like to obtain the BBB's input as to how to proceed. Based upon my experience, this company is not very well managed. I'm afraid to proceed and not sure what to do. Again, I believe the employee should be terminated. There is absolutely no excuse to hang up on a customer trying to enroll in their service. Also, I should have been allowed to speak with a manager when I requested to do so. The company has not addressed this issue.



Regards,

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

3/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I carry Federal Blue Cross Blue Shield Medical Insurance. Blue Cross reported a couple of weeks ago that their system had been hacked, and that customers names, birthdates and social security numbers had been compromised. Furthermore, the dependants and spouses of the enrolled customers were also effected. Blue cross has since contracted with All CLear ID to provide free credit monitoring. I had trouble getting my husband and children enrolled so I called the company on three separate occasions to get assistance enrolling them. The first time I was told my call would be "expedited" to a higher level and that a representative would call back in one to three days. The second time I called after waiting three days, I was told that my call would be "expedited" to a higher level and that a representative would call back in one to three business days. I called a third time and was told that my call would be "expedited" to a higher level and that someone would return my call in seven to ten days. That representative gave me a "confirmation number". She could not tell me whether my other two requests had been forwarded to someone. Meanwhile, I'm concerned that my daughters' and/or husband may have their identity stolen. It is bad enough that I have to deal with the stress around the breach in my families personal information, but Blue Cross has contracted with a company that cannot be trusted to deliver on their promises. How can I trust that they know what they are doing when their customer service representatives cannot even help me enroll.

Desired Settlement: To get someone to call me back and enroll my family in their service.

Business Response: We reached out to Ms. ******* and addressed her concerns regarding enrollment. She was able to enroll her family members prior to our call today. We provided a free month of service to all her family members for the time she spent.

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

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My information from a credit card was breached due to purchases at Home Depot. Home Depot referred me to Allclear ID to protect me from identity theft. Since I have had the service with Allclear, the information from the card has been stolen, duplicated, and used at a Walmart for fraudulent purchases. The card company notified me of the fraud, NOT Allclear!!!! There now is a fraud alert posted with the three credit reporting agencies, and Allclear has failed to notify me, or do anything. This is a scam service Home Depot has given consumers to skirt their responsibility, and circumvent Government oversight.

Desired Settlement: Do what you propose with all your advertising! This has been useless so far! DO NOT tell consumers how good your company is, DO the job!

Business Response: On 3/4/2015, an AllClear ID Licensed Investigator (****) spoke with Mr. *****.  **** reviewed the difference between existing account alerts and new account activity alerts, and offered assistance with any fraud Mr. ***** was experiencing.  Mr. ***** understood but did not wish to proceed further with the offered assistance.  As well, we had an Investigator follow-up with Mr. ***** today (3/12/2015) to check if he was in need of any further assistance around fraud or alerts, and left a direct extension for callback.

Thanks,

****** **********  AllClear ID ******** of Customer Services

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

Consumer Response: Complaint: ********

I am rejecting this response because: This service does NOT do the job Home Depot hired them to do. The response is more rhetoric, and untrue. Since Home Depot gave me this service, I have financed a car, NO RESPONSE from this company, I have had identity theft committed against me NO RESONSE. I have a fraud alert thanks to the Federal Trade Commission NO RESONSE. A prime example is last night, I got a new phone service provider, once again, NO RESPONSE from this entity. I am shocked the BBB would give AllClear ID the rating they have given, when you can read consumer complaints which clearly show I'm not the only person going through this. 

Regards,

**** *****

Business Response: We reached out to Mr. ***** and addressed his concerns regarding the identity theft protection that The Home Depot has provided for their customers.  We explained how the AllClear Pro protection works and that our service does not monitor the usage of existing credit or debit cards. He is still concerned that The Home Depot is misleading their customers about this service.

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

Consumer Response: Complaint: ********

I am rejecting this response because: This entity claims to assist the consumer clearing up the Identity Theft, and as to date, I have been doing this myself with the assistance of the card company and the business where the theft was committed. This company is a sham.

Regards,

**** *****

3/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I tried to cancel my subscription - before the renewal date. Since the website does not provide any option for cancellation, I sent an email requesting cancellation. I did not not hear anything for several days, so I sent another email - still no response. They did however charge my credit card for the renewal. Their failure to respond is especially disconcerting when I find out that this business is the vendor selected by Anthem to monitor Anthem customers. I tried to cancel my subscription before I discovered the decision by Anthem

Desired Settlement: I would like the subscription cancelled and my credit card charges reversed.

Business Response: We have reached out to Mr. ******* and assisted with his billing concern. He was sent an invoice for the following year, but payment was never taken. Mr. His account is cancelled. He stated he will follow up with his bank to make sure.

Consumer Response: 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,

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

3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am part of the Anthem data breach. Anthem directed customers to All Clear ID to sign up for 2 free years of credit monitoring from All Clear ID to help protect myself as a result of Anthem’s breach. From the Anthem website on breach I was redirected via link to All Clear ID where according to All Clear ID's webpage if I signed up for their breach credit monitoring service I would have access to their telephone customer service support at ###-###-####. Their website also states that if my personal information is compromised, to call the same number ###-###-####. And, if I choose to opt out of their plan to call the same number. So considering the fact that Anthem referred me to the service, I signed up for the protection plan. Signing up with All Clear ID involved giving them my social security number. After signing up with them, I received an email with a "redemption" and instructions to follow yet another link to redeem the code for my service. I put in some of information in but could not complete the form at that time. I selected save at bottom of form. When I came back to the site I realized the area code on the cell phone number I put in was wrong. I could go no further in getting to my information I had put in earlier to correct this. It required that they call my cell phone number to go any furhter. At that point it stated to call ###-###-#### with any issues. I then tried calling the customer support number they assured me before signing up that I would have access to but I was put on hold for over 30 minutes and no one ever answered. Later I tried calling again and was again put on an extensive hold and no one ever answered. I tried again and finally got a hold of someone and explained that area code on cell phone number was wrong. They said they could not do anything about it but needed to refer to a supervisor. I gave them the correct cell phone number and they said they would call back in 2-3 days. A week later I had recieved no call back. I again called customer support and spoke to someone. After explaining the situation, they again they said that I probably did not get a call back due to area code on cell phone number being wrong. NO KIDDING, THAT IS WHY I CALLED IN FIRST PLACE; TO GET THIS CORRECTED. The person assured me that they were taking down the right cell phone number and someone would call me back by next day. Again 4 days later I still had not received a call back. When I tried to call customer support again I was put on hold for over 30 minutes with no answer. After two days of calling, no one has ever answered the phone. Either no one ever answers or you get promises of a call back with no response. I am very afraid of this company. They have all my personal information, including my social security number and I can't even get a hold of them on the phone or login to my information on line. From what I have read on customer reviews of this company this sounds like it is par for the course.

Desired Settlement: I want what they promised me when I signed up. I want customer support to answer the phone when I call the customer support phone number that is in the contract. I want a letter from them explaining to me why I had to complain to the Better Business Bureau in order to get what they promised me I would get when I handed over my social security number to them. I also want my all my information removed from their database, including my social security number and I want confirmation in writing that my information has been removed. Additionally, I want my other family members to be able to call the customer service number and have someone answer so they can request their information be removed as well. We do not AT ALL feel safe with this company having our information. I will not consider this dispute resolved until I have spoken with customer support on the phone to resolve this issue and until I have it in writing from them that all my information has been removed from their database.

Business Response: An AllClear ID agent followed up with Ms. Richards on 3/7, and all issues have been resolved.

Thanks,

****** ********** 
******** of Customer Services
******.*************************






Consumer Response: 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; except that they never did answer my question on why I had to bring this up to the Better Business Bureau to get resolved.
Just poor customer service to a minor issue to correct

Regards,

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

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was one of Anthem's customers affected by a recent security breach. As part of Anthem's protection plan, affected customers could sign up for AllClearID Pro for 24 months free of charge. When I created my account with AllClearID, I made a typo and entered my telephone number incorrectly (last number entered was wrong). When I attempted to logon to the AllClearID website to correct my error, I am unable to do so although I do get the message "Congratulations, account registration complete". At that page, there is an option to "contact", but every time I try that, a new page is brought up and states: "Page not Found Error 404". So called AllClearID ###-###-####on 2/21/15 2:24 pm, male CSR said couldn't change phone #, put in a ticket for someone to call,gave me confirmation code and told me someone would call me back in 1-3 business days, Saturday being considered a business day. No call by Wed. 2/25/15 5:30 pm, so I called ###-###-#### # again and this time was told taking 5-7 business days, not the 1-3 I was originally told. Received call on on Sat. 2/28/15 1 pm from a woman, "enrollment specialist", ###-###-####, who said she couldn't change my phone # and told me to call CSR ###-###-####. So I called that #, again, spoke to ****, said couldn't change phone #, had to put a ticket in for me for an enrollment specialist to call me and would "escalate" the ticket (meaning 3-5 business days, not 5-7). I explained that I was getting the run-around and wanted to speak to a supervisor. Spoke to ****** ******* (*******?) who told me the same thing **** did. Would have to put in ticket, enrollment pecialist would call...I said and then enrollment specialist would tell me to call CSR # again and I'd start the process all over. ****** said she couldn't change my phone #. I explained the enrollment specialist told me she couldn't change my phone # so why send me back to that department. ****** said perhaps the enrollment specialist I had been speaking to wasn't trained properly and I said that was funny because that's exactly what enrollment specialist said about original CSR I spoke to--not trained properly. I tried to explain sequence of login attempts, ****** didn't seem to listen and said something to the effect "If you can't figure out how to login, I can't help you." I don't believe the problem logging in is user-error, it appears it may be AllCearID error, but no one was (1) willing to help me navigate the website so I could login properly (assuming user-error and not error with AllClearID's website) and no one was willing to help me correct my telephone number, I literally got the run-around. I asked for her supervisor, ****** said there was no one else I could speak with; I asked for e-mail or regular mail address so I could write a letter of complaint, ****** said there was no e-mail or regular mailing address. At that point, because I had given this completely unprofessional and unorganized company a lot of my personal information (DOB, SSN, etc.) and was being dealt with extremely shadily, I said I wanted completely out of their system, not that I have any faith in that, but I wanted to try. ****** said she said she'd put a ticket in so that the department who dealt with "irate" customers would call me.

Desired Settlement: I just want to get this complaint on record for any other folks who may be considering AllClearID services--even if "free" from Anthem, not worth the effort and now I'm even more afraid of security breaches because this terrible company now has my personal information.

Business Response: AllClear ID support reached out on 3/2/2015 and again on 3/9/2015 to offer assistance to Ms. *******.  Voicemails were left.  We will continue reaching out with the new contact information provided to offer an acceptable resolution for this consumer.

Thanks,

****** **********  ******** of Customer Services
********************************

Consumer Response: 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.

Hello: I wanted to let you folks know that the employer I filed a complaint about, AllClear ID, has finally contacted me and all issues have been resolved. While it took too much time, too many phones calls and too much irritation, AllClear ID did resolve the issues that concerned me. I'm not sure of BBB procedure, but please feel free to close this case, resolution satisfactory.

 

Please don't hesitate to contact me if you have any questions.

 

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



1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: These people say they represent Home Depot in regards to fraud protection Home Depot accts were compromised and free monitoring was to be provided by All Clear ID Investigations *** ******** *** ***** *** ******* ** *****

Desired Settlement: Why are they demanding more of our personal information other than that provided to Home Depot to provide their services. I don't believe anything they say and I do believe in you and I want them checked out. Please help

Business Response: We are showing the email and physical addresses listed in the complaint as pertaining to a different individual who is enrolled in our services.  Additionally, no callback number is provided in this complaint.  We've had a Support Supervisor (Adam) reach out to Mr. ****** (********************) via email providing a direct phone line so that Mr. ****** call him to get this issue resolved.  Due to the conflicting information provided during enrollment, we will need Mr. ****** to call in before we can proceed.

Thanks,

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

Consumer Response:

Complaint: ********

I am rejecting this response because:

This has not been resolved as assumed by both you(BBB) and All Clear ID Alert Network.   When we failed to send them what they requested, we heard from them no further and it is my understanding that I am not fully protected as such due to their request for a copy of a phone bill to prove who I am.   The confusion on their part is due to the fact that my husband originally lodged the complaint on my behalf and his name is different from mine.  Obviously, Clear ID wouldn’t know him or why he would be questioning their request.   Once again, I will repeat what took place.  One 10-16-14 “Scott” phoned me (***** ********) to state that All Clear ID needed a copy of a bill (phone bill, utility, etc) to establish my residence.  I explained that all bills are in my husband’s name (*** ******) and sending one wouldn’t prove who I am or that I own the home I am living in.

He instructed me to mail the document to : *** ******** ******* ***** **** ******* **  *****.    He also mentioned that because we have a unlisted home phone number

he would need proof that we are connected to this home phone number.  My husband and I both have issues with sending any sensitive personal information to these

people as they were only hired by Home Depot to monitor my credit history because of the recent breach of information of Home Depot customer accounts.

When I inquired as to my credit being in jeopardy due to the omission of the document, he stated that I was protected.  My question was and still is, if that in fact is the case,

why on earth do they need any further documentation?? 

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

Regards,

*** ******

Business Response: Mr. ******,

We'd love to be able to have to chance to assist you with this issue, and clarify any concerns you have around establishing services with us.  Please give me a call directly (************) and I'll be happy to assist.

Thanks,

****** **********
******** of Customer Services
AllClear ID, formerly Debix

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




Consumer Response:

Complaint: ********

I am rejecting this response because:

According to this business, I cannot be afforded the credit monitoring service they were to provide due to lack of required documentation they requested.

I have had prior experiences with hackers getting personal information and when the credit monitoring service was offered; they did so without requiring

any further documentation by me.   Why is All Clear requiring anything additional?  They have my SS#, address and certainly can phone me to see that I am the one

at the other end of the phone line in an effort to prove my identity.  

 

Please do not get stuck on predetermined dates before considering a matter resolved.   This is NOT YET SOLVED to my satisfaction as ****** ********** stated

I am only covered for fraud protection and not credit monitoring.   There must be some other way to obtain credit monitoring service from them as instructed by Home Depot other than requiring additional personal paperwork from me.  This issue is getting frustrating knowing that I have been dealing with the problem since Sept 2014 and it

Still hasn’t been resolved.

 

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

 

 

12/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: After I made a purchase at Home Depot, they were hacked and my credit card information was stolen. To prevent further identity theft, Home Depot gave everyone who was affected a one-year subscription to the AllClear ID credit monitoring service. It took five phone calls to the company to get my credit monitoring set up, but I was assured by AllClear ID customer service that my credit was being monitored and I'd be informed about anything affecting my credit score. I got a new credit card two or three weeks ago, though, and have charged roughly $600 to it, and AllClear ID hasn't contacted me to ask whether I really ordered this card. I checked online and many AllClear ID customers have had similar responses, leading me to believe that AllClear ID doesn't actually do what they say they do.

Desired Settlement: My personal information was accessed by thieves after a purchase at Home Depot, and I want my credit monitored because of that. It's clear that AllClear ID can't do that, so I'd like them to find a company that actually will and give me their services instead.

Business Response: We've reached out spoken with Mr. ***.  We reviewed his services and explained that Credit Monitoring reports new activity on an individuals credit file and would not report transactions on already established accounts.  All concerns have been addressed.

Thanks,

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


Consumer Response: Complaint: ********

I am rejecting this response because:

It took me five days to get back to AllClear ID because the employee who called hadn't figured out how to turn on his voicemail. The response given here isn't even close to the truth, and in particular doesn't make sense because my complaint is that a month after I got and started using a new credit card AllClear ID still hadn't contacted me.

The employee had one defense: he said that AllClear ID only uses one credit reporting agency, Transunion, and somehow that means it can take up to TWO MONTHS for them to notify a client that a credit card has been issued in their name. This is absolutely unacceptable, and inexplicable considering I went to the free online credit-check service, which also uses Transunion, and found my new credit card listed, including the balance owed on the previous day.

Credit monitoring is useless when customers are notified of fraud after two months. If AllClear ID can't figure out a way to provide their services in a timely fashion, they should transfer my account to a company that can. And if the Better Business Bureau has any credibility at all, they should certainly not endorse a company whose services are both expensive and useless.

Regards,

****** ***

Business Response: I spoke with Mr. *** today.  We've upgraded him to a plan that includes credit monitoring with all three credit bureaus.  This should catch any activity (Inquiries or New Account Postings) regardless of which bureau it initially posts with.  We also reviewed that the credit monitoring does not cover the existing accounts that may have been exposed by the initial security incident, and that the main value of the services provided lies in the Fraud Restoration services, access to the AllClear ID Licensed Investigation team, and the Fraud Insurance.  At the end of the call Mr. *** expressed that he is still discontent with our services.  However, I do feel we've done everything within our abilities to address his concerns.

Thanks,

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

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

Consumer Response: Complaint: ********

I am rejecting this response because:

I was given AllClear ID's services after my credit info was hacked from a home improvement store. When I signed up, they made me go through a tedious process of setting up alerts so I'd be notified by phone when fraud occurs.

As I subsequently learned, though, it can take up to two months for these "alerts" to go out, despite the fact that free credit reporting agencies online can provide this information within 48 hours. And when I complained, they admitted that their alerts are basically useless, and then said their insurance and investigation services can be very helpful. When you realize these are already covered by most major credit card companies, the inescapable conclusion is that this company doesn't actually offer any useful services.

For this reason I believe that the home improvement store still needs to give me competent fraud alert notification, and I believe AllClear ID does not deserve endorsement by the Better Business Bureau.

Regards,

****** ***

11/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Approx 2 months ago, my wife, *******, and I took out an account with Allclear for identity theft protection. On Friday they called us and informed us that a credit card had been opened in our name. Thank goodness it was us who opened that account as we had transferred $4,000 from it. We received our first bill before Allclear even called us. There is no way this is identity theft protection. I attempted to call them twice and was put on hold each time. Each time I waited for 20 min and gave up. I email them and my email came back as undeliverable.

Desired Settlement: I want my account canceled with Allclear. I want all my info that I gave them deleted from their computers. I also want the BBB to know that their logo is at the bottom of the Allclear web page and was the main reason I went with this company. The BBB needs to rethink the placement of that logo. I also want this posted so that other people don't get involved with this company with out knowing that all is not as great as they make it out to be. Thanking you in advance ******* * *****

Business Response: We spoke with Mr. ***** and his wife on 11/7/2014 and apologized for the long wait he experience to speak with an agent.  We were unable to figure out why his email to our ********************** support group bounced, but we did explain that alerts will sometimes be delayed depending on when the new account was posted to the credit bureau by the financial institution.  Regardless, Ms. ***** did still choose to cancel her services with us and we obliged.  Mr. ***** did not have services with us and therefore, no cancellation was needed in regards to him.  I believe that AllClear ID has addressed and resolved this issue to the best of our ability.

Thanks,


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

Director of Customer Services

AllClear ID, formerly Debix


10/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was directed to All Clear ID by **** ***** due to their ID theft issues. I signed up at All Clear and then tried to loin which failed even though I went through their registration and verification process. It would not accept the PIN I had established then locked the account and told me to contact All Clear. There is no contact numbers on their web site and so called the number that called me to verify. There is no way to get out of the loop at that number to speak with anyone unless I log in and if I go to the support line, it says my account has been verified and hangs up. There is no way to contact them and the emails are not responded to.

Desired Settlement: Fix my account login, provide a contact number and let the world know All Clear ID is a scam.

Business Response: I spoke with Mr. ******* ******* today and all of his issues have been addressed.  As well, he has my direct line in case he has further issues with support.

Thanks,

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

******** of Customer Services

AllClear ID, formerly *****

Consumer Response: Complaint: ********

I am rejecting this response because:  The issues in the complaint were discussed and the contact number was added to the AlClearID Web site. The lack of alternative contact methods have not been addressed, although it was indicated they were under consideration.

Regards,

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

9/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My financial information was breached at **** *****. **** ***** referred me to sign up for a free year of credit monitoring from All Clear ID to help protect myself as a result of **** *****'s breach. From the **** ***** website I was redirected via link to All Clear ID where according to All Clear ID's webpage if I signed up for their **** ***** breach credit monitoring service I would have access to their telephone customer service support at ###-###-####. Their website also states that if my personal information is compromised,to call the same number ###-###-####. And, if I choose to opt out of their plan to call the same number ###-###-####. So considering the fact that **** ***** referred me to the service, I signed up for the protection plan. Signing up with All Clear ID involved giving them my social security number. After signing up with them, I received an email with a "redemption" and instructions to follow yet another link to redeem the code for my service. I then received yet another email informing me that I need to call ###-###-#### to activate my AllClear alerts. I proceeded to call that number and a recording to me to enter a phone number I could be reached at. I entered my cell phone number. Then it told me to hang up and they would call me at that number. I hung up, but my phone never rang. Then I had a voicemail notification. The voicemail was an automate recording, not a human voice, telling me it was AllClear calling but the message then broke up. It was then that I realized my cell phone signal was not strong enough to be used for this alert service. I then tried calling the customer support they assured me before signing up that I would have access to but I was put on hold for over 30 minutes and no one ever answered. Later I tried calling again and was again put on an extensive hold and no one ever answered. I then called the ###-###-#### alert set up number hoping I would get to speak to a human. This time when it asked me to put in a phone number I could be reached at, I put in my home phone number. The recording then asked me to speak my full name and a short message that I could use to verify my alerts. Then the recording ended. This was very troubling. The recording never verified who I was or the number I was calling from. I never gave them my home phone number when I signed up and therefore, there was no way for them to know who I was and what account I was calling about. So I went back to calling the customer service phone number. After two days of calling, no one has ever answered the phone. I then realized that the number the same number I have been calling for two days with no response is the same number they say to call when your personal information or identity is compromised to speak with one of their investigators so they can provide me with the services I was promised when signed up. But, no one ever answers. I am very afraid of this company. They have all my personal information, including my social security number and I can't even get a hold of them on the phone.

Desired Settlement: I want what they promised me when I signed up. I want customer support to answer the phone when I call the customer support phone number that is in the contract. I want a letter from them explaining to me why I had to complain to the Better Business Bureau in order to get what they promised me I would get when I handed over my social security to them. I also want my all my information removed from their database, including my social security number and I want confirmation in writing that my information has been removed. Additionally, I want my husband to be able to call the customer service number and have someone answer so he can request his information be removed as well. We do not AT ALL feel safe with this company having our information. I will not consider this dispute resolved until I have spoken with customer support on the phone to resolve this issue and until I have it in writing from them that all my information has been removed from their database.

Business Response: I have spoken with *** ***********, and all support issues around her and her husband have been addressed.  She also has my direct line and email address if she encounters any further issues around AllClear ID support.

Thanks,

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

******** ** Customer Services

AllClear ID, formerly Debix

Consumer Response: 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.

Thank you for this update.  I was actually able to speak with a customer service representative with this company this morning and the issue has been resolved.  Would you please confirm receipt of this email and that the company has been informed that the issue was resolved.

 

Thank you.


Regards,

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

1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a "free" service and suddenly received several billings for a service that I don't want! I have contacted them several times through emails and also a letter through the mail with NO RESPONSE!

Desired Settlement: DesiredSettlementID: Other (requires explanation) CANCELLATION AT ONCE OF THE ACCOUNT! REF: I.D. #*******

Consumer Response:

Reference is made to complaint #*******.  It took many months, but the incident has been resolved to my satisfaction.  After repeated emails and complaints and being ignored for months, I have received credits to my charge card.  They should be more open about what people are signing up for and also to pay attention to emails and complaints!  Thank you for your help!

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

--
******

10/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I initially spoke with a rep. He said I needed to give my social security number. This coming from a company that tracks credit card fraud. He said it would aid them in their pursuit of violators. He then said look us up on the BBB site. So, I decided to not give my social and look at the BBB site. All seemed ok. Then I called AC back. New person said, no I did not have to give my SS#, Mmmm? OK. When I asked for an explanation as to why one of there employees would ask for my social he said he did not know. Did not know? He also said that they could do everything they needed to do regarding frauad prevention without my social sec. #. The irony of this situation is obvious.

Desired Settlement: Why did one of their employees ask for my social? was this a rogue employee or what? Never give your social over the phone!

Business Response: To Whom it Concerns,

I spoke with Mr. *** today and apologized for the confusion around this matter.  He indeed did NOT need to give his SSN to AllClear ID in order to enroll in the "Plus" service that was being offered as a result of this incident.  My deduction was that the first agent he spoke with (*******) had confused Mr. ***** enrollment with a "Pro" enrollment, which does require AllClear ID to attain the SSN.  Mr. *** seemed content with this explanation, and was informed that our support agent will be coached on this matter so that this does not happen again.

Much appreciated,

****** **********
Customer Support Manager
AllClear ID, formerly Debix
office ************ | secure fax ************
******************************** | www.AllClearID.com


7/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have opted out of all communications from this company several times, over several months, and they keep ignoring my requests, and this, against their own privacy policy. I continuously receive email communications at my address "*****************************".

Desired Settlement: I want a written statement that stipulates their intention to STOP contacting me effective immediately.

Business Response: Mr. Brunet,

We looked into your issue and found that you had indeed "unsubscribed" from receiving our newsletter a couple of times in the past.  Although currently we aren't sure exactly why you have continued to receive our emails, I did get this issue escalated to our engineering group to find the root cause and fix the issue.

To ensure you are no longer receiving email notifications from us I went in and purged your email address from our database.  This should fix the issue immediately.  I apologize that this happened, and if you'd like to contact me directly regarding this or any other issues with AllClear ID my contact information is listed below.

Much appreciated,
****** **********
******** ******* *******

5/25/2013 Problems with Product/Service | Complaint Details Unavailable
10/1/2012 Billing/Collection Issues