This business is not BBB accredited.

Lifelock, Inc.

Phone: (480) 682-5100 Fax: (480) 682-5101 View Additional Phone Numbers 60 E Rio Salado Pkwy Fl 4, Tempe, AZ 85281 View Additional Email Addresses http://www.lifelock.com


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Description

The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government’s allegations, which have not yet been proven.

On 7/21/15 the Federal Trade Commission (FTC) filed documents with the U.S. District Court in the District of Arizona, alleging LifeLock violated a 2010 settlement agreement.

The 2010 settlement stemmed from previous FTC allegations that LifeLock used false claims to promote its identity theft protection services. The settlement barred the company and its principals from making any further deceptive claims; required LifeLock to take more stringent measures to safeguard the personal information it collects from customers; and required LifeLock to pay $12 million for consumer refunds.

In light of these recent allegations BBB has placed this BBB Business Review in an update status as it is being reviewed. For more information contact the FTC at 1-877-382-4357 or at www.ftc.gov.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

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

Factors that lowered the rating for Lifelock, Inc. include:

  • Government action(s) against the business

Factors that raised the rating for Lifelock, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 101 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

101 complaints closed with BBB in last 3 years | 47 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 24
Billing/Collection Issues 27
Delivery Issues 3
Guarantee/Warranty Issues 2
Problems with Product/Service 45
Total Closed Complaints 101

Customer Reviews Summary Read customer reviews

46 Customer Reviews on Lifelock, Inc.
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 2
Negative Experience 41
Total Customer Reviews 46

Additional Information

BBB file opened: April 27, 2005 Business started: 06/06/2002 in AZ Business started locally: 06/06/2002 Business incorporated 04/11/2005 in AZ
Type of Entity

Corporation

Business Management
Mr. Todd Davis, CEO Mr. Michael Hargis Sr., Vice President, Member Services & Operations
Contact Information
Principal: Mr. Todd Davis, CEO
Principal: Attn: Syreeta M McAuley, Member Services Manager
Business Category

Identity Theft Protection & Prevention Services


Customer Review Rating plus BBB Rating Summary

Lifelock, Inc. 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

  • THIS LOCATION IS NOT BBB ACCREDITED

    60 E Rio Salado Pkwy Fl 4

    Tempe, AZ 85281 (800) 543-3562 (480) 682-5100

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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)

2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

1/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed up for a trial of LifeLock. I tried to cancel at the end of my trial period. I called and was asked for a security phrase or word. I was unable to remember it and was told I would have to fax or mail in a copy of my social security card. That is not going to happen. I did not have to provide it when I signed up for this service. I have all of my other information, but was told it was not good enough.

Desired Settlement: I want my trial account canceled and my money refunded or I will call a consumer news team for help.

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I notified Lifelock by fax 4 days before my account renewal date "PLEASE DO NOT RENEW MY ACCOUNT ON DECEMBER 22, 2015. They charged my card any and when I called them to demand a refund after seeing the charge on my account, they refused to give a full refund only offering a prorated refund.

Desired Settlement: Full refund of the entire amount charged to my card.

1/14/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company is advertising a 60 day risk free under the name BANK but they will not honor it. I saw it on a commercial with a security guard in it. I talked to an agent named Jessica online that didn't acknowledge the promotion.

Desired Settlement: I would like them to honor their current advertisement

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *****

 

12/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently signed up with Lifelock on a trial basis. I wanted to close my account with them over the past month due to lock out issues concerning my email and my phone. The customer service reps also hang up on me and tell me I need to fax info to them which I've done several times to no avail. I'm frustrated by this because there are things I should not be locked out of.

Desired Settlement: I want this account closed.

12/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lifelock continues to have difficulties maintaining connection with my ******** banking accounts (a"Read Only" connection is necessary for them to be able to monitor my account). They had no difficulty doing so during better than on year that I was a customer (I have their premier account). Now they cannot maintain connection, even though they have no difficulty monitoring my wife's ******** accounts (one which is a joint account that we both have submitted for monitoring). I continue to check their site daily to make certain they are connected. If they are not, I resubmit user name/ password to reconnect them. I have called twice in November and three times in December asking for help. They always tell me "a ticket has been submitted to IT" or someone will call me, but no one ever does. Meanwhile, my protection for my banking accounts is compromised because they cannot see them, and they will not work with me to fix the problem. Bottom line - I have paid a lot of money for protection that they will not work with me to maintain.

Desired Settlement: I need them to deliver the service that they promised. One of the accounts that is being monitored is a debit account - the most sensitive for loss. They promised they would keep me safe. Now I have been exposed for nearly a month and they continue to promise the problem will be addressed every time I call. I need the problem fixed now, or at least an explanation why it cannot.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

****** *****

 

12/3/2015 Advertising/Sales Issues
12/2/2015 Problems with Product/Service
11/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For several years, we have belonged to LIFELOCK an Identity Protection Company. On October 8, 2015, we received an alert from Experian through PROTECT MY ID. This alert notified us of a possible identity theft risk regarding an application for a new credit card. The PROTECT MY ID service had been provided to us at no charge because of the recent possible breach at Home Depot. I called LIFELOCK to ask them why they had NOT provided us with any such alert since we are actually PAYING for this service. After speaking with the supervisor, ********* I was told that perhaps this credit card company was not in their network of providers. When I asked her what companies were on the list, she said that information could not be disclosed for privacy reasons! Then I specifically asked her about CAPITAL ONE, the card in question, and still she would not tell me if CAPITAL ONE was in their network. Why is this information UNAVAILABLE to a paying customer. I would not have signed up for this service if I knew upfront that this information would not have to be disclosed!

Desired Settlement: I want LIFELOCK to disclose, to me and other members, what companies participate with them so that the consumer can make an intelligent choice as to whether or not LIFELOCK can serve the customer's needs. I could not find any information in their advertisements that specifically tell the member that only companies that are in their network are the companies for which your "identity protection" is assured. In my particular case, I am assuming that CAPITAL ONE is NOT included in their network of companies, although, LIFELOCK would't give give me a straight answer about that either! The consumer should know UP FRONT what companies are included. Otherwise, LIFELOCK is collecting your payment and you have no idea exactly what's being covered. Thank you.

11/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed my son up for LifeLock under the promo code “ADDFAM.” This states that the person who has the main account will receive a $50 rebate card. I signed my son up in June of 2015. I first followed up with a phone call in July of 2015 and a representative stated that I would receive the card in Aug of 2015. I then followed up on Aug 14, 2015 and a representative told me I should receive the gift card in Sept. There was a delay in processing the card. They apologized for the delay. On Oct 9 I spoke to ******. She informed me there is still a delay. She didn’t know why people were giving me misleading information. She told me I should definitely receive the card by Oct 30st. I called Oct 30, and spoke to supervisor named ****. He informed me he doesn’t know why I did not receive the call and doesn’t know why people have been lying to me. He said he can’t get a hold of his supervisor. He also said all he will do is send another email out to the team who handles the rebate cards. I then said, “I’m contacting the better business bureau.” **** then said,” His manager ***** is available.” Spoke to *****, he informed me, he also doesn’t know why I didn’t receive the rebate card yet. All he will do is send another email out. I then told him that is unacceptable, and I’m contacting the Better Business Bureau. ***** then promised me he would call me back by close of business Oct 30th as to the status of the card. ***** refused to give me the contact information of his boss. Nov 2, 2015. I called *********** who said, ***** is out of the office and there is no supervisor. I told him his misrepresentation is unacceptable and I’m reporting him to the BBB. Then *********** put me on hold and ***** answered. ***** did not have a response as to why he didn’t call me back or the status of the rebate card. ***** said he can only send emails out to a department. I informed him I’m reporting him to the BBB; I’ve been lied to and mislead too much. ***** then said his boss’s names are Maurice Fogle and ***** *********. He will contact them as to the status of the card. I informed him it’s ridiculous that people trust LifeLock with all their identity. Including bank accounts, social security cards, license, IRA’s etc. The way I have been treated is totally unacceptable. The general public should know how horrible the staff handles their promises and consumers.

Desired Settlement: I would like the agreed upon $50 rebate card. I would also like 6 months of billing put into that card. This is a result of numerous employees lying directly to me. People trust LifeLock with there whole life, the way their employees handle situations is horrible!

11/3/2015 Problems with Product/Service
11/3/2015 Billing/Collection Issues
11/3/2015 Billing/Collection Issues
11/3/2015 Problems with Product/Service
10/28/2015 Billing/Collection Issues
10/23/2015 Problems with Product/Service
10/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from LifeLock encouraging me to rejoin and receive 30 days free and a $25 MasterCard prepaid card. The terms of the prepaid card promotion required enrolling in LifeLock by June 24th and being an active member for 31 days after enrollment. Well, I joined on June 7th using their promotion code, was an active member for 36 days, and was charged for services after the 30 free days of membership. The terms of the offer said to "allow up to 8 weeks for receipt of your gift card." It's been 11 weeks since meeting the requirements of their promotion, but I haven't received the promised $25 MasterCard prepaid card nor have I heard from LifeLock in any way regarding this.

Desired Settlement: Please send the $25 MasterCard prepaid card as was promised in your letter.

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel my account with them and the system is not letting me. So know I have been charged for an extra month, and still can't cancel.

Desired Settlement: Refund and account cancled

10/9/2015 Problems with Product/Service
9/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: LifeLock requires an automatic draft of yearly membership fee. That usually occurs on Sept 8 of each year for my account. I spoke with a rep named *******n on 8/14/15, requesting to cancel the account because I am struggling financially and knew I would not be able to afford it at the time of automatic withdrawal. He assured me that I did not need to cancel my account, that they would "work with me" on the payment. He told me he could have it "delayed" for 54 days from the billing date (Sept 8) and that I could call back and get another extension if I needed it, so that I would not have to cancel my account. Turns out they took the automatic fee anyway on Sept 8 and my checking account has been overdrawn. They gave me the following settlement options: giving me $5 per month until fully refunded, a full refund and cancellation that would take 5-7 days, or an immediate refund at a pro-rated amount, deducting from the renewal date. I settled for a full refund and waiting the 5-7 business days.

Desired Settlement: In addition, I was put into overdraft because of their deduction to my account and was charged a $12 sweep fee.

9/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have had life lock for the past 8 years. Me my husband and my daughter who has down's syndrome she is 28 now. I had a problem with someone using my husbands name for a job. Luckily the job was a government job and they had a breech so they sent my husband a letter for free credit monitorning thru ******** *** well we called life lock thinking we were covered and found out we had to do all the work. they couldn't help but they could tell us what to do. I have never been so mad in my life. I always paid on time for 8 years, but when I needed help no help was coming from life lock. We tried to get a hard copy of my husbands work history from the social security administration we found out that cost $134.00 ok at least our million dollar insurance with life lock will cover that. NOT this is the worse scam I have ever been involved in. Life lock only dodged calls and left us on hold until we eventually hung up. I'm so mad to be taken advantage of like this for so many years.

Desired Settlement: I want all my money back. Because life lock had no intentions of helping us. As long as there was no problems and we kept paying everything was ok but once we had a problem they left us flying in the wind to tryand figure it out ourselves. They should be ashamed.

Business Response:

See attached letter

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I can't believe that this business said I changed my plan. I thought I had the same plan since I started with this business. I never asked for a reduced plan they acted like the rate was going down due to my continued enrollment not to get a cheaper plan. They never helped me with my husbands case of identy thief. All I can say is life lock is a scam they take your money and when you need them they disappear. God knows the truth you reap what you sow. 

Regards,

********** ******* 

9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried contacting customer service at ###-###-#### and ###-###-#### 8 times. I was only able to get through the call prompts twice. I got operators ***** and ***** who both claimed they couldn't hear me and hung up. I've tried calling on 3 different phones at 2 different residences. I've tried called at 11am and at 730pm. There is no customer service. I got ahold of an online representative, *******, on the sign-up website who would only refer me to call the same phone numbers. I've sent a contact request which hasn't been returned. I want to cancel my membership. I will not do business with a company that provides no customer support.

Desired Settlement: I want my membership cancelled. I would also like a refund on my August membership fee since I am not receiving acceptable customer support from anywhere in the Lifelock Company.

Business Response: Dear Dispute Resolution Consultant

We are writing in response to your letter dated 08/13/2015 regarding ***** *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Ms. ***** enrolled with LifeLock on 06/26/2015 using a promotion for Sun Country Airlines in the LifeLock Ultimate Plus plan on a monthly basis. In reviewing Ms. *****’s account, she emailed LifeLock on 07/15/2015 stating she had an account question, but no other details were provided. We informed her how to log in to her secure portal to make changes or ask questions.

On 08/07/2015 her email was received requesting contact. We advised for security purposes we don’t place outbound calls to collect personal information, but provided her with two phone numbers she could call. I listened to the calls placed by Ms. ***** and confirmed that while I can hear the agents, she cannot be heard on the line.

I placed a call to Ms. ***** on 08/13/2015 and 08/18/2015, both times leaving a voicemail with my contact information and have not received a response. In addition we have sent her an email with directions on how to request her cancellation online if she is still unable to contact us.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* *******
Identity Account Operations Manager
LifeLock, Inc

Business Response: Dear Dispute Resolution Consultant

We are writing in response to your letter dated 08/13/2015 regarding ***** *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Ms. ***** enrolled with LifeLock on 06/26/2015 using a promotion for Sun Country Airlines in the LifeLock Ultimate Plus plan on a monthly basis. In reviewing Ms. *****’s account, she emailed LifeLock on 07/15/2015 stating she had an account question, but no other details were provided. We informed her how to log in to her secure portal to make changes or ask questions.

On 08/07/2015 her email was received requesting contact. We advised for security purposes we don’t place outbound calls to collect personal information, but provided her with two phone numbers she could call. I listened to the calls placed by Ms. ***** and confirmed that while I can hear the agents, she cannot be heard on the line.

I placed a call to Ms. ***** on 08/13/2015 and 08/18/2015, both times leaving a voicemail with my contact information and have not received a response. In addition we have sent her an email with directions on how to request her cancellation online if she is still unable to contact us.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* *******
Identity Account Operations Manager
LifeLock, Inc

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted LifeLock on July 20, 2015 at approximately 2pm eastern time. I feel they were NOT protecting me under several things with my credit cards and credit card transactions. They told me they could only see one credit card and not the other three. I asked for a full refund and they refused. They have mixed answers to the questions I was asking and I feel they were very broad answers. I initially spoke to a representative named ******, then I asked to speak to a supervisor and her name was ******. I explained the situation and they way she made it sound was the where I entered my credit card information, I would only be notified if it was stolen, but yet they cant notify me that a major credit card was applied for. I was under the impression that if there was a credit card applied for that I would be notified, which I wasn't. Again, I told her I felt this was misleading information and if I had known this, I would have never applied to be a LifeLock member. I also feel she was using a scare tactic to stay with them saying there's recent scams going on among other things. To me this is wrong to do to a person, who they weren't even looking out for, a service I had paid for. I was charged $19.99 on my credit card on June 28, 2015 and they said I would not get refunded for that, only $5 for the remaining unused days. I put a notification to my credit card, ****, to make sure they do not charge me for any further services, which I have a feeling they may try and do. I asked them to refund me the $19.99 and not be charged for this month for services that I feel were NOT provided that I had paid for and she refused. I told her I would be contacting the BBB if she was to not do this and she said she wouldn't. that was the end of the conversation. I feel this company is a false advertisement and now I'm worried that since I had put credit card information into the system that it may be compromised. I would be more than satisfied with a full refund.

Desired Settlement: I would like a full refund for the June 28th billing of $19.99 and not charged for this months billing cycle for July.

Business Response: RE: Complaint ID#: #******** 
 
Dear Dispute Resolution Consultant

We are writing in response to your letter dated July 20th, 2015 regarding ******** *. *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Ms. ******* has requested a full refund of $19.99.  She was felt that she was misled into believing that certain credit card transactions and certain types of alerts would be provided.   Under Ms. *******’s’ plan, Lifelock Advantage Service, in which she enrolled on May 29th, 2015, she needed to be set up in a certain manner on our website in order to realize the full benefits of the transaction monitoring services offered.  Other credit alerts Ms. ******* was expecting are not a feature of the Lifelock Advantage plan

I have reviewed the details of Ms. *******’s complaint as well reviewed our phone calls, which we will use as necessary for training and development.  Meanwhile, I have spoken to Ms. ******* on July 23, 2015 and extended a full refund pursuant to her request.  She was initially granted a pro-rated refund of $5.02 during her phone call to us on July 20th, and I have processed the remaining $14.97 today.  Also, I’ve clarified details of our services, and in what scenarios certain alerts would be provided.   

We hope this resolves the matter to the satisfaction of your office.

Sincerely,

******* *****
Member Services, Team Manager
Liifelock, Inc.

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a long-standing customer with Lifelock. At one time, I received outstanding customer service from the company, but something has changed. Starting on July 4th, I started having connectivity problems between Lifelock and ***** ***** ****. I worked directly with the bank and had the manager ensure that I could connect to my account and then we successfuly connected using my user ID and password at the bank. The connection went through and erased the error and connectivity issue from Lifelock's system. But I would always get an email the following day from Lifelock telling me that Lifelock could not connect to the bank. It became Groundhog Day over and over again. I finally stopped connecting, knowing that the next day it would come back as not connecting. I have requested tickets to fix the problem (******-******, ******-******, and some others that were dropped from the system). I have requested follow-ups to no avail. I was able to talk to one employee who told me that LIfelock has a glitch in its system right now regarding connectivity issues with some banks and mine was one of them. The problem is that this is going on a month without any fix being provided or offered.

Desired Settlement: I am hoping that I can talk to somebody with Lifelock who knows what they are doing. I end up talking to many younger employees who read from a script, but they don't have the experience to deal with this type of problem. I want to work with somebody at the company who will honestly tell me that the company is having a problem connecting with my bank and then tell me where they are in the process of fixing it, providing me a telephone number I can contact regarding my specific problem. I do not want to talk to new hires who don't understand the problem.

Business Response: We are writing in response to your letter dated July 31, 2015 regarding ****** *. *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

I spoke with Mr. ***** on August 5, 2015 in regards to his LifeLock Ultimate Plus account.  I explained to Mr. ***** we were unable to refresh his accounts as his financial institution is requiring that he acknowledges the updated terms and conditions of his financial institution. Once Mr. ***** logs into his financial institution and accepted their terms and conditions, Mr. ***** should be able to reconnect to his accounts.

We hope this resolves the matter to the satisfaction of your office.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I'm sorry that it took Lifelock over a month to resolve this issue.

Regards,

****** *****

 

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mom passed away 3/30/2015 and I am successor Trustee of her estate. She paid $247.50 on 11/24/2014 for a year subscription. I am trying to get a refund for the 8 months remaining on her account. (April -Nov 2015). Lifelock was originally going to process the refund via a phone call, then I had to fax them a copy of the death certificate and my acceptance to act as Trustee. Then they wrote and said I needed Power of Attorney, which is not a valid request when the person is deceased. I called and got little satisfaction. They actually told me I was free to complain about their company to everyone I knew. I sent them a copy of the trust, the acceptance to act as trustee, a death certificate, a copy of my drivers license and a letter requesting the refund and had all of it notarized. I have heard nothing back from them on the last letter which was more than 7 weeks ago.

Desired Settlement: I would like to receive a refund for 8 months of unused service. That would be from the date of death (3/30/2015) to November 24, 2015. That would be roughly $165.00.

Business Response:

We are writing in response to your letter dated August 6th, 2015 regarding ****** ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Ms. ******** contacted Lifelock on May 5, 2015 to report the death of her mother, our customer, ******* *********.  Ms. ********* had been a valued member enrolled in our Lifelock Ultimate plan since October 24, 2012.  Ms. ********, was asked to send us documents in order to verify her legal representation of her mother in order for us to facilitate the refund.   The required documents were received on or about July 20, 2015, which were then reviewed for accuracy and completeness.  Ms. ******** called for a status update and her inquiry was met with an unsubstantiated request for additional paperwork.   

I have spoken to Ms. ******** and apologized for the process delay and assured her the refund check in the amount of $161.38 had been issued on July 31st, 2015 and is en route to her.  I also informed Ms. ******** that we would use her experience as a training and development opportunity. . 

We hope this resolves the matter to the satisfaction of your office.

 

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

Complaint: Lifelock promised to protect my identity and social security number. Yet they have provided inaccurate information I have called and complained about. Lifelike has promised to protect my identity and SSN yet my SSN number was hacked and part of a scam. I have been subjected to payday loan collection scams and people calling me from placed like Legal debt mediation with treats of arrest. This company has failed to protect me under the terms and condition set forth. They never notified me on any accounts being open and failed to report my credit score in a timely manner and often times it is not accurate.

Desired Settlement: Full refund of all money that I have paid to lifelock over the years I have been as a customer. Or free service for an extended amount of time.

Business Response: Dear Dispute Resolution Consultant,

We are writing in response to your letter dated July 26, 2015 regarding ******* ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Mr. ******** enrolled on December 26, 2007 with the LifeLock Ultimate monthly.  I was able to speak to Mr. ******** on July 31, 2015 and explained how his LifeLock service works.  I confirmed Mr. ******** received monthly notifications indicating his monthly credit score was available to view within his Member Portal; the latest notification was on July 05, 2015.  In addition, I provided Mr. ******** with information to opt-out from receiving marketing emails and/or mailings with the Database Marketing Association. 

For good gesture, a refund was processed for $257.76 for 12 months of service.

We hope this resolves the matter to the satisfaction of your office.

7/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was notified of someone who is accessing my information to set up a credit account. I called the number given to me. They made up some security questions that I couldn't answer and now, I can't access my account. We are paying for this service but now, they deny me access to my account.

Desired Settlement: I would like to speak to the person in charge to demand my access or cancel my account.

Business Response:

RE: Complaint ID#: ********

Dear Dispute Resolution Consultant,

We are writing in response to your letter dated July 7th, 2015 regarding ***** *. *******  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Ms. ******* was denied access to her account pursuant to our compliance procedures due to her inability to accurately respond to our identity verification questions.  Consequently, we requested that the member send us identification documents.  Ms. ******* and her husband both enrolled with Lifelock on September 18th, 2013, and are currently active members.in our Ultimate Plan.    Ms. ******* was unable to accurately confirm the security questions we asked, consequently we prevented access to her account.  After speaking to Ms. ******* today, I apologized for the inconvenience and was able to successfully verify her identity for full account access, by utilizing alternate member information.  

Ms. ******* was pleased with the resolution. We hope this resolves the matter to the satisfaction of your office.

Sincerely,

******* ***** 

7/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Lifelock 1 year ago. Since then I have not recieved ANY alerts from them. In April of this year I was on a trip for my birthday (4/13/15) when my personal checking account was hacked and I was locked out of my accounts by my bank. Upon returning on the 15th I called Lifelock and cancelled the service. When I spoke to the girl she was very arguementative and I had to (basicly) demand she cancel my account. On the 3rd of May another charge was put through on my account by Lifelock for $247.50. I noticed this charged on July 2nd. When I called Lifelock they stated they had no record of my call and would not refund the full amount as I had received their serviced for an additional month. I told them that was THEIR error not mine. They stated again they had no record of my call their for they could only refund a portion and cancel as of today. When I asked for a confirmation of the cancelation the girl stated they had no way of sending or giving me a confirmation of cancellation. I asked.... so if you choose to do what the last girl did and NOT cancel my account, you can charge me again next month and we both still have no record of this call either. This company is a scam that is targeting people that are already targeted by criminals. They are preying on victims and should be assamed of themseleves. I did not recieve ANY benifit from this company and they stole from me!!

Desired Settlement: We alert other victims of their bad business practices and scam and refund the $247.50 that was charged to my account. I would love to have a full refund of my original amount but I will chalk that up to a "Lifelesson".

Business Response: Dear Ms. *******, 

We are writing in response to your letter dated 07/03/2015 regarding *** *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

*** ***** enrolled on 05/03/2014 with the LifeLock Ultimate Plan Annually. As of 07/02/2015 Ms. *****’s account has been cancelled per her request. I have reviewed Ms. *****’s account and listened to her enrollment call. Ms. ***** spoke with an agent to enroll who explained how LifeLock works.

Ms. ***** was informed she would need to pass a short online authentication quiz to verify her identity in order to receive her credit report, scores and alerts. Including those received if detected that information on her current checking or savings accounts were being changed. According to Ms. *****’s account this quiz was never taken in order to activate all of her services.

I was not able to find a call from Ms. ***** in the month of April from the phone number that we have on file. I attempted to contact Ms. ***** on 07/06/2015, 07/07/2015 and 07/10/2015 to obtain any additional numbers she would have used, but was unable to speak with her. Voicemails have been left with my contact information if she wishes to contact me.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,

******* ** *******
Account Operations Manager
LifeLock, Inc

7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have received at least 50 unsolicited messages from this business, I have done the removal process 15 times at least. They are in violation of California law and Im will start class action if I get one more email.

Desired Settlement: contact verifying they have stopped their spam campaign or I sue !

Business Response: We are writing in response to your letter dated June 26, 2015 regarding ***** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Mr. ******* is presently not a LifeLock member and apparently received unsolicited messages via email from LifeLock. Pursuant to LifeLock policy, promotional email or postal communications from LifeLock can be stopped by following the instructions included in each such communication.  This process can be completed for free online or for $1.00 through US mail. Information to opt out through ****** ********* is outlined below. 

• Online: Go to ***************** and fill out the online form - can Opt In on this website as well.
• Mail: If you do not have access to the internet, you may send your request via US mail to:
o *********
o ****** ********* ***********
o ** *** ***
o ******* ** *****

We attempted to reach Mr. ******* on several occasions to discuss his concerns but were not able to reach him.  Mr. *******’s email and mailing address has been removed from our Marketing database.   I have left my contact information with Mr. ******* so he may call and speak with me directly to address any further concerns.

We hope this resolves the matter to the satisfaction of your office.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Just so you know 2 times today I used the unsubscribe link, not 15 min later I got another spam. I plan on suing to the fullest extent at this point

Regards,

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

Business Response: We are writing in response to your letter dated July 15, 2015 regarding ***** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

On July 16, 2015 I reached out to Mr. ******* via email due to being unable to reach him by telephone. I requested the best phone number and time to contact him so we may discuss his concerns. In addition, I requested copies of the emails he received informing him that this would allow us to better understand what and why he was still receiving them.

On July 16, 2015 Mr. ******* responded via email and advised that the emails had stopped and he would withdraw his complaint.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* *******
Account Operations Manager
LifeLock, Inc

7/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had LifeLock protection/surveillance services since May 2014. It was paid for by my Dr. who had a breach in his files. May 10th of 2015 I phoned LifeLock to ask abt their renewal that I'd recv'd by mail. At that time I spoke to ******* & asked her to mail a copy of my acct. summary/history/events. She said that they are NOT able to send it. When I asked her to look at her screen to see if there was any breach she told me, "yes. On 6/10/2014 there was an incident where your mother's maiden name, SS#, & email address was sold on the Black Market". I recv'd NO written/phone call from them notifying me that THEY'D allowed that to happen. Furthermore, I mailed a written request to LifeLock dated May21, 2015, asking for all the details they have re: this breach. I recv'd NO reply. I phoned on 6/3/15 & spoke to ******* & ****, one was a supervisor who told me I am NOT entitled to have any summary/details of the breach of my personal info. THIS IS MY PERSONAL IDENTITY INFO. THAT LIFELOCK WAS BEING PAID TO MONITOR & ALERT ME OF IF ANY NEFARIOUS EVENTS OCCURED! This company has not performed as contracted to. It did not provide the promised service whatsoever. It is deceptive & allows one to believe that they will take action immediately. And...It has let my private identifying data be loose for over a year.

Desired Settlement: 1) I want a copy from LifeLock of all & every fact involving this BREACH of my private & pertinent data leak. 2) I want dates, AND...exactly HOW THEY KNOW that it was "sold on the black market". 3) They need to fix this. 4) They owe the annual service fee back to my Dr. who paid for it.

Business Response: Dear Dispute Resolution Consultant,

We are writing in response to your letter dated June 22, 2015 regarding ***** *******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

***** ******* enrolled in the LifeLock Ultimate Plus plan on June 09, 2014. On June 15, 2015 Mr. ******* called in regards to a letter he received for the renewal of his membership with LifeLock.  In addition, we received Mr. *******’s written response requesting to have a detailed summary sent to him on May 28, 2015. We attempted to contact Mr. ******* at that time with no success. For security reasons this information is not sent via mail. Members have access to this information through their online accounts.

Mr. ******* was sent an email on June 10, 2014 with information pertaining to details surrounding an email address that was found on the Black Market. Mr. ******* viewed this email the same day it was received. These notifications inform the member that we found information and do not confirm it was sold. The notification advises the member to change their password when we have detected this information on the Black Market. There are no alerts to a member having any other personal information sold on the Black Market.

We attempted to reach Mr. ******* on several occasions to discuss his concerns but were not able to reach him.  A call was received from Mr. ******* on July 1, 2015, but I was out of the office. I have made another attempt to call Mr. ****** again to discuss his concerns however was unable to reach him. In addition, I have left my contact information with Mr. ******* so he may call and speak with me.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,

****** ******
Manager, Member Services
LifeLock, Inc.   

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below

Ms. ****** does not have the facts correct in her response & needs to review them so it is clear in her mind, in order to proceed. No email was sent to me alerting me in any way that there had been a breach on June 10,2014. None. Never. Nothing. However, if my email address was compromised, why??  would Lifelock want to EMAIL ME using that very address that was hacked into? I have requested a history/summary of the event by mail for 2 reasons: 1) I cannot get into my Lifelock acct. at all; totally locked out. 2) I have recv'd letters in the US mail from ******, ******** ********, ******, ***** & *** all alerting me to potential hacking or, in 2 instances, actual events that occurred. I also have rev'd by regular US mail all 3 credit reports. And, most important::::Your Lifelock Kit w/my # was sent by you & received by me, in the US mail!

Your reasoning for not sending by the US mail is out of step w/how other co's have handled their breaches. LifeLock should be first to alert w/phone call as ***** & Dr's office did, followed up w/something in writing so that I can file an Identity Theft affidavit w/Law Enforcement. They want the information that you have. I don't have it. Therefore, am still UNable to take the correct measures that I am supposed to in a situation like this.

I did receive a call on 6/23/15 at 1:11pm, & on 6/24/15 at 4:02pm showing 'Unknown Caller' & so did not answer. However, listened to message which was from ****** & I returned her call the following day. I was told by ******* & **** on the 25th that they could not put me thru. Then they came back & said that ****** was out ill. I left word for her on her extension # ***** to phone me . No returned call or follow up to that call far as I am aware. I listen to all voice messages that are left me. REGARDLESS of missed calls....and who's out ill & if a mess. was left or not, PLEASE forward a copy of the incident which as I said, ******* told me was "mother's maiden name, SS# & email" incident. Why the stalling tactics? Why the delay? It should not take 2 months & me having to file reports various agencies in order for you to perform this simple, but very important, task. If your concern is MY SAFETY then, send it overnight like thousand's of people send their 'important documents'...like Income Tax info. that contains social security numbers.

The Better Business Bureau should remove their logo from your website. They should refuse to allow you to use it. You are not a "Better Business". And, your attitude when it's coming to the aid of their customer's welfare is lacking in every possible way. You are taking a bad situation & making it worse~

I expect to receive a copy of my 2014-2015 LifeLock report w/out further begging. Please let me know when to look for it in the mail.

Regards,

***** ******* 

Business Response: We are writing in response to your letter dated 07/08/2015 regarding ***** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

I was able to speak to Mr. ******* on 07/10/2015. I explained the difference between alerts he would receive and notifications. I confirmed with Mr. ******* that there was one alert regarding an application during his membership and he validated that at the time of the alert. I provided him with the below information in regards to activity on his LifeLock account.

Please see attached email that was sent on 06/10/2014 alerting Mr. ******* to the fact that we detected some of his personal information on a Black Market Website. We instruct members to view information online as this does not mean that their information was used for identity theft, but there is a possibility their information is being sold online. I have attached a copy of the Black Market Notification Mr. ******* would have seen in his online account at the time.

In the instance an email is found, we recommend the member change their password. It is up to them if they want to stop using the email address.

Mr. ******* cancelled his LifeLock account as 06/15/2015. Once cancelled there is no longer access to services provided.

The letters received from ******, ******** ********, ******, ***** and *** were sent to Mr. ******* to alert him that data in the possession of those entities was the subject to a security incident. LifeLock did not send such a letter because our data was not similarly compromised. LifeLock does send notifications to our members on the Ultimate Plus Plan of publicly reported larger scale security breaches. These are not specific to the member. I have attached copies of the breach notifications we sent Mr. *******.

I informed Mr. ******* that I will be sending him information regarding the types of alerts/notifications along with dates that occurred during the term of his membership with LifeLock. Mr. ******* confirmed that this information will suffice.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* ** *******
Account Operations Manager
LifeLock, Inc

6/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called life lock on 6/5/15 and spoke with ******* and ***** at 11:50A.M.I canceled my membership with both of these people and ***** confirmed my cancelation and told me I would no longer be billed. I was sent a text letting me know of the cancelation. Today I logged onto my bank account and was charged for the next month. I called life lock and spoke with ****. **** was very rude and told me that when I called in it was only documented as do not auto renew. I told her I canceled my membership and I was charged today. I would like a refund and a email be sent to me showing that I canceled my membership when I called in on 6/5/15. She told me she could not do that. I asked her if my conversation was recorded on 6/5/15 she said yes. She said se would issue me a refund but it would take 3-5 days. This overdrafted my account today.

Desired Settlement: I would like my refund plus interest paid for not receiving my refund back on the same day. I would also like life lock to pay the $35 overdraft fee. I am also requesting the correct documentation of my cancelation on 6/5/15. **** informed me the conversation was recorded. I know I said several times I would like my membership canceled and ***** confirmed it was canceled. The time of the call was at 11:50A.M. I would also like the proper documentation showing that all my personal identity information have been removed and life lock no longer has access to view. Life lock also needs to re train their employees to be more nice on the phone.

Business Response: We are writing in response to your letter dated 06/12/2015 regarding ***** ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Ms. ****** enrolled in the LifeLock Ultimate Plus Plan Monthly on 02/12/2015. On 06/05/2015 she called to cancel her membership. The agent informed her that her membership was good through 06/16/2015 due to seeing the last successful payment on 05/18/2015. He informed her that the account would cancel on 06/16/2015 and she would receive a confirmation email once it cancelled. Ms. ******’s renewal date was the 12th of each month originally, which is why she was charged on 06/12/2015. Her account was cancelled on 06/12/2015 and a refund was given of $32.02 on that day as well. Depending on her financial institution, they may hold a refund for 3-5 days.

I attempted to call Ms. ****** on 06/16/2015, 06/19/2015 and 06/22/2015 to address her concerns and was unable to reach her. I have left her voicemails with my contact information if she wishes to call back. I have reviewed Ms. ******’s account and calls to confirm that the refund was given on 06/12/2015, the date of the cancellation.

We hope this resolves the matter to the satisfaction of your office.

6/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After canceling and putting my father on a no contact list in February, Lifelock contacted my father by letter stating "we want you back". My father fell for their fear tactics and singed up on 6/14/15. The receipt from the website stated that $0.00 would be billed to his credit card today. Despite that, they billed $219.89 on 6/14/15. When I called on 6/14/15, I was told that they would not talk with me because they did not have POA papers (which I had submitted back in February to get it canceled the first time). When I explained further that They had contacted my father even though he was on a no contact list, and coerced him into signing up again, they put me on hold for over 45 minutes. When I gave up and contacted them again, they did the same thing, leaving me on hold for over 30 minutes before telling me that they would not do anything about the charge or canceling the membership.

Desired Settlement: No contact by this merchant and a refund of the purchase price.

Business Response: We are writing in response to your letter dated June 15, 2015 regarding ***** *. *********-******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Mr. *********-****** and I spoke at length today regarding his concerns about his father’s account, ***** ******.  In summary, his issue was resolved since he wrote to your bureau, and the refund he was seeking has been processed in the amount of $219.89 on June 16th, 2015.  Mr. ****** originally enrolled with Lifelock on May 23rd, 2009, and was erroneously renewed on June 14th 2015. Mr. ****** son, Mr. *********-****** spoke to Lifelock on June 14th & June 16th.  His account has now been cancelled and his refund has been issued. 

We hope this resolves the matter to the satisfaction of your office.

6/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My poor brother passed away in Feb. and he had paid LifeLock quite a bit of money for identity theft protection. His account was hacked twice in December and money was taken from his account. LifeLock did not notify him of this and his social security number was stolen and someone has tried several times to open credit cards in his name. LifeLock never has said a thing. I recently tried to file a claim with Lifelock, it was denied, even though my name was on his account. False advertising at it's best!

Desired Settlement: They need to refund the amount that was stolen while my brother's and my account was under their watch.

Business Response: We are writing in response to your letter dated 04/10/2015 regarding ****** ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

****** ******’s brother, ******* ******, enrolled with LifeLock on 03/20/2014 in the LifeLock Ultimate plan. On 03/10/2015 ****** ****** reported the passing of her brother. Due to her not being a member on the account, we requested a copy of the death certificate in order to cancel. We received the document on 03/31/2015, cancelled the account and refunded back to the date of death.

On 04/14/2015 I spoke with ****** ****** and was informed that she was on her brother’s bank account not LifeLock. She discovered 3 charges from ****** dated 08/11/2014, 12/01/2014 and 12/25/2014. She reported these to the bank around the first week of March, but due to it being outside the 60 days, stated in their terms & conditions, they would not reverse the charges. She also contacted ****** and was informed they were fraudulent, but could only reverse if the bank did. I explained how the LifeLock service works and the plan her brother enrolled with did not provide access to send alerts in regards to transactions on current accounts. I did inform that I would consult with our Legal to see if any other steps could be taken. Due to us not being able to obtain permission to act on his behalf we would not be able to contact the bank. I provided Ms. ****** with some additional steps that she could possibly take to get resolution with the bank and ******. 

I was able to find that the new credit attempts were after the member had passed. LifeLock Alerts go to the member’s contact information on file. Due to the passing, no one would receive these alerts unless that had access to his information. To provide protection to her brother’s information I advised her to send a copy of the death certificate to the credit bureaus in order to have the credit files flagged. This would prevent new lines of credit attempts as well as stop pre-approved credit card offers.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Bottom line, LifeLock scammed by brother, who was disabled.  I am positive they led him to believe that he was "completely covered" from any attempts to invade his accounts, which gave him a false sense of security. Because he was disabled he was naive about what this type of company is selling - false promises about what they are going to actually do, which is nothing.  They took his limited amount of money and did nothing for him.  Unless they are willing to take some responsibility for their bad business practices, and in good faith, refund the money that was stolen from my brother under their watch, I will never call this complaint resolved.  I will also make it my mission to file as many complaints about this company with any and all consumer reporting agencies so, hopefully, this will not happen to another family.  I will also email every single celebrity who do commercials for this company with my story. They must be stopped.

Regards,

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

Business Response: We are writing in response to your letter dated 04/20/2015 regarding ****** ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

We understand that Ms. ****** feels her brother was not aware of the services LifeLock provided to him and what he was protected for. While we extend our deepest condolences to her for her loss, LifeLock cannot determine the status of our members’ health. We provide the information to our members in regards to their protection on the phone and our website. 

In order for LifeLock to legally act on a member’s behalf we have to receive authorization from the member. In this case the member did not contact LifeLock to report any fraudulent activity. However, in good faith we are working with Ms. ****** to find resolution in getting some reimbursement of funds.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* *******
Member Operations Manager
LifeLock, Inc

6/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I've had an issue with Lifelock in reference to adding my financial credentials in order to receive alerts.The issue 1st occurred in September of last year in which I was informed on their website to add my credentials for ***** & after signing into Lifelock there was a connection error as well as another message which said the login credentials for ***** was invalid even though I was able to sign in from my computer/smartphone to view my account. I was told to contact ***** who informed me the issues was on Lifelock's end.I was finally able to add the account & everything was fine until May 2 in which I got 2 emails regarding adding the credentials & called regarding the issue & was finally told someone would call in about a wk.& was told that Lifelock doesn't call regarding issues when I called again then spoke to a supervisor who promised to look into the issue & call me back in which neither he nor any other representative called.I called a few times & each time I was told to wait a wk.including today.

Desired Settlement: My desired outcome would be to have the issue looked into & since I'm promised a callback,at the very least get an occasional one regarding the status of the issue as well as having it resolved in a timely manner.

Business Response: We are writing in response to your letter dated 05/21/2015 regarding ****** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

****** ******* enrolled with the LifeLock Ultimate Plus on 04/09/2014. On 05/07/2015 Mr. ******* called to state that he was not satisfied with the service that was provided and requested a refund of $29.39.

I spoke to Mr. ******* on 05/26/2015 and was able to provide additional information on how his LifeLock service works.  Mr. ******* has a better understanding of our services.  As a courtesy, we issued a refund of $29.39 on 05/26/2015.

We hope this resolves the matter to the satisfaction of your office.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1st of all, this does not address my complaint & is false.The complaint deals with an issue with getting an email to add my financial credentials on Lifelock's site. & getting a connection error as well as a message that stated the credentials are invalid which as I stated have been intermittently getting for about a yr. On 1 occasion when I had gotten the message relating to the invalid credentials, I was informed to check with ***** & they had verified it was on Lifelock's end. I was then informed by Lifelock to delete the info & add it again which had worked for awhile. I had gotten the email again this month & had contacted them prior to making the complaint with the BBB & they claimed they couldn't help. A mgr. by the name of ****** had responded to the complaint & when I had called her back on 5/26 * we worked on the issue & had deleted the credentials & I started to add them when I had to end the call & told her I would call back to continue & I was informed a refund would be given but I asked her to hold off until I called back. I did on the 27 & spoke to Ms. ****** (another mgr.) who informed me ****** was in a meeting & would call back when she was available & I infomed Ms. ****** if I couldn't be called back on the same day I would be available the next day after 12pm On 5/28 prior to getting the email from Ms. *******, I tried calling around 3pm since I haven't gotten the callback yet & was informed an update would be given in 24-48 hrs. & no info could be given on the callback.****** finally did call back & informed me "Lifelock is not responsible for the issue & no refund can be given.

Regarding Ms. *******'s email,she informed me that Lifelock had responded & said that a refund had been given & I checked my bank account & saw they did give a credit on 5/28 but there is also a pending transaction which shows they took it back. As you can see from the screenshot of her email, she did advise me to respond within 3 days & gave me her contact info, but when I finally got a hold of her today, then said verbal responses wasn't accepted which makes me wonder why she would ask me to contact her. She also wasn't very helpful when I spoke to her. Thank you for the the opportunity for me to respond & have a good weekend.

Regards,

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

Business Response: We are writing in response to your letter dated 05/29/2015 regarding ****** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

I spoke with ****** ******* on 06/09/2015 in regards to his LifeLock Ultimate Plus account. I explained to Mr. ******* that there may be times where he has to update his credentials with his financial institution or we are unable to retrieve information due to updates on the bank’s site that will provide him with an error. Mr. ******* was able to input his credentials again and successfully link to the site. In addition, I advised the member to use the link he uses to originally log in to his financial institution instead of choosing the name to ensure he is logging into the correct site.

In regards to the refund, we were able to confirm that the refund was processed, but the payment on 05/29/2015 was his normal monthly payment. His refund provided him with the month of April for free as a courtesy gesture.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* *******
Identity Account Operations Manager
LifeLock, Inc.

5/29/2015 Billing/Collection Issues | Complaint Details Unavailable
5/21/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled membership yet cc was billed. Called every two weeks to have charge removed from cc, disputed charge etc. Lifelock agreed that I was correct after three months of dispute and said would reverse cc charge which they never did, I had to pay cc company. Lifelock then said so sorry, we will send you a check for $275.00, which I have not received in a month since notification. Now Lifelock says they sent check and it will have to start process over. Given that they advised continually that my cc charge would be reversed and never was I do not believe that a check has been issued or sent.

Desired Settlement: Refund $275.00, soonest

Business Response: We are writing in response to your letter dated May 4, 2015 regarding ****** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

****** ******* enrolled into the LifeLock Ultimate service on January 19, 2014. His account was billed, per his annual renewal agreement, for $275, on Jan 19, 2015.  He called into LifeLock and requested to cancel his service on January 22, 2015.  On that day, his service was cancelled and a refund was scheduled to be issued on March 18th, 2015.  Our billing system was not able to refund the original method of payment, and a refund check was issued instead.  He was contacted today, May 14, 2015, and was advised that the refund was issued by check for a Full Refund of $275 on May 8, 2015.  We advised of the address the check was being sent to is the same billing address used during his time of membership.  Mr. ******* advised he will be checking that address for his refund check this week. 

We hope this resolves the matter to the satisfaction of your office.

5/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Lifelock, I had a credit taken out in my name by my social security number, I did not ok this and Lifelock said there was nothing they can do.

Desired Settlement: I want full refund for all the years I have been with lifelock, they did nothing for me at all but tell me they could do nothing when my info was stolen

Business Response: RE: Complaint ID#: ********

Dear Dispute Resolution Consultant:

Mr. ******** originally enrolled with LifeLock Ultimate service on September 25, 2011.  Mr. ******** called in on April 9, 2015 and was not satisfied with the service provided and requested the cancellation of his account. The account was cancelled then reinstated per Mr. ********** request.  

I spoke to Mr. ******** on May 5, 2015 and advised we have a large number of companies in our network, not all merchants participate and on occasion an application may be submitted by a lender or service provider that does not fall within our network.
I also advised that depending on a lender or service provider's internal processing procedures an application made within our network may not result in an alert or may result in a delayed alert notification.
Mr. ******** was satisfied with the response and has chosen to remain an active LifeLock member.
 

We hope this resolves the matter to the satisfaction of your office.

Sincerely,

****** ******
Member Services Manager
LifeLock, Inc.   

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

Complaint: I have a situation where Life Lock is not cooperating they build my credit card $18 before I told them they could causing a $36 MSFC at my bank I got them to reverse the $18 by my bank said they would have to pay me back $36 MSFC since it was their fault and I can't get Life Lock to listen to me I need them to see the attached in order for them to investigate reversing the fee I was charged my address is ******* ******* ****** ****** *** ********** *****, **** ***, *********, ** ****** ***** phone number ###-###-####

Desired Settlement: I can't get Life Lock to listen to me I need them to see the attached in order for them to investigate reversing the fee I was charged my address is ******* ******* ****** ****** *** ********** *****, **** ***, *********, ** ****** ***** phone number ###-###-####

Business Response: We are writing in response to your letter dated 04/16/2015 regarding ******* ****** **. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

******* ****** **. enrolled in the LifeLock Standard Service on a monthly basis on 12/17/2014. On 02/27/2015 Mr. ****** upgraded his account online to the LifeLock Advantage Service. We attempted to collect payment on 03/16/2015 and 03/28/2015 for $17.99 as his monthly charge. On 03/17/2015 notice of the declined payment was sent to Mr. Larson. The payment was successful on 03/28/2015.

Mr. ****** contacted LifeLock on 04/01/2015 due to the charges. We cancelled and requested copy of his statement to show the overdraft fee. We received and attached to his account on 04/03/2015. A check was sent for $36.00 on 04/06/2015 to the on file with LifeLock. On 04/08/2015 a call was placed to Mr. ****** to inform of this.

I spoke with Mr. ****** on 04/27/2015 and he advised that he moved at the end of March and the address on file was incorrect. However his mail is being forwarded to his new address. Proper steps have been taken to ensure Mr. ****** receives his refund.

We hope this resolves the matter to the satisfaction of your office.

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband ******* ******** died JAN. 17 2015 . I contacted Lifelock to notify thrm. Since he had renewed membership in Nov. 2014 they credited his charge cards ending in **** a total of $216..99. The card company issued me a check for that amount. In addition they closed his account. Then I started receiving calls from Lifelock that stated they had also credited $433.43 and wanted that back. I contacted my husbands card company and they had no record of anything other than the $216.99. I called lifelock to let them know and they have been harassing me since and insisting I give them a credit card number so that they can recoil their money. I have tried to explain there is no credit card. I even wrote them a letter trying to explain. They called again yesterday and told me unless I give them a credit card number they will continue to call me and bring legal action I am also a member of Lifelock. My membership is paid up through Nov. 2015. I have no intention to renew. Please help me.

Desired Settlement: For Lifelock stop harrasing me and correct thier mistake.

Business Response: We are writing in response to your letter dated April 14, 2015 regarding ****** ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

****** ********, along with her spouse ******* ********, enrolled into the LifeLock Ultimate Service on October 30, 2012.   On April 1, 2015, ****** notified LifeLock of *******’ passing and cancelled his membership.  ****** has since been receiving phone calls from LifeLock advising that her membership is about to lapse due to missed payments.  I contacted ****** today to advise that the phone calls were happening in error and that we have since corrected the issue.  

We hope this resolves the matter to the satisfaction of your office.

4/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ***** ******* *** ***** ****** ****** **** ** ***** ###-###-#### **************@*****.*** *************@***.*** 3-4-2015 Dear to whom it may concern I got a letter from lifelock who I have been with for many years now. Lifelock with ****** Score Manager told me that I got many alerts this year and the past years. Here are the alerts that I got from Lifelock with ****** Score Manager and please take all alerts off of my ****** Report because I never open any of these and I didnt requested to have any of these alerts on my ****** Report. I never open any ***** ***** ****** ****. I dont have any ****** ****s. In fact I have my Social Security Number on a freeze. Mar 05 2015 Reporting Bureau Name ******** Alert Type Grid Code G (Collections) Creditor Type Other Collection Agencies Last Update Date 2015-03-03-08:00 Amount ******** AlertDate 2015-03-04-08:00 CreditorName ****** ******** ****** Address **** ******* **** **** **** ***** ***** ** *** ***** Creditor Phone *********** Feb 20 2015 Reporting Bureau Name ******** Alert Type Bank/****** **** Over ****** Limit Creditor Type Bank ****** ****s Last Update Date 2015-02-17-08:00 Amount 00005865 Alert Date 2015-02-19-08:00 Creditor Name ***** ***** **** Address ** *** ***** **** *** ****** ***** ** *** ***** Creditor Phone *********** ¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬ ¬¬¬¬¬¬¬¬Feb 02 2014 Reporting Bureau Name ********** Account Number ********* Creditor Name ********** ******** *** Industry Type ******** Companies Address *** ******** **** ******* ***** ** *** ***** Account Balance ***** Payment Status Current Creditor Preferred Contact Other Oct 14 2014 Reporting Bureau Name ******** Alert Type Lost/Stolen Trigger Creditor Type Complete Department Stores Last Update Date 2014-10-12-07:00 Alert Date 2014-10-13-07:00 Creditor Name ********* ******* ** *** ****** **** ******* ***** ** *** ***** Creditor Phone *********** ¬¬¬¬¬¬¬¬¬¬¬¬__________________________________________________ Oct 12 2014 Reporting Bureau Name ******** Alert Type Grid Code G (Collections) Creditor Type Other Collection Agencies Last Update Date 2014-10-03-07:00 Amount ******** AlertDate 2014-10-11-07:00 CreditorName ********** **** * *** Address **** * ******** *** *** **** **** ******* ***** ** *** ***** Creditor Phone *********** Sep 28 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type Automotive Dealers, Used Alert Date 2014-09-27-07:00 Creditor Name **** ***** Address *** * **** ** **** ******* ***** ** *** ***** Creditor Phone *********** Sep 04 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-03-07:00 Creditor Name *********** ******* ** ***** ******* *** * ******* ** **** ****** ***** ** *** ***** Creditor Phone *********** Sep 04 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-03-07:00 Creditor Name ************ *** Address ***** * **** ** **** ******* ***** ** *** ***** Creditor Phone *********** Sep 04 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-03-07:00 Creditor Name *********** ******* ** ***** Address *** * ******* ** **** ****** ***** ** *** ***** Creditor Phone *********** Sep 04 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-03-07:00 Creditor Name ****/******* *** Address ***** * **** ** **** ******* ***** ** *** ***** Creditor Phone *********** Sep 03 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-02-07:00 Creditor Name ******* ****** ***** Address **** * ****** ** **** ***** ***** ** *** ***** Creditor Phone *********** Sep 03 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-02-07:00 Creditor Name **** ******* ****** ***** Address ***** * **** *** *** **** **** ******** ***** ** *** ***** Creditor Phone *********** Sep 03 2014 Reporting Bureau Name ******** Alert Type Installment Inquiry Creditor Type All Banks - Non-Specific Alert Date 2014-09-02-07:00 Creditor Name **** ** *** **** Address **** ****** ***** **** *** ***** ***** ** *** ***** Creditor Phone *********** Sep 03 2014 Reporting Bureau Name ******** Alert Type Auto Inquiry Creditor Type ****** *****s Alert Date 2014-09-02-07:00 Creditor Name ******* ****** ***** Address **** * ****** ** **** ***** ***** ** *** *****Date 2014-09-01-07:00 Creditor Name ************ ***** ********** Address *** * ******** ** **** ******* ***** ** *** ***** Creditor Phone *********** Aug 07 2014 Reporting Bureau Name ******** Alert Type Mortgage Inquiry Creditor Type Mortgage Reporters Alert Date 2014-08-06-07:00 Creditor Name ********* ****** **** *** Address *** ****** *** **** ******* ******* ***** ** *** ***** Creditor Phone *********** Aug 06 2014 Reporting Bureau Name ******* Inquiry Date 2014-08-05 Inquirer Name ********* ****** ******** - Inquirer Address ** *** ***** **** ******* ******* ***** ** *** ********* End User Text ****** ********* ** Jul 15 2012 Reporting Bureau Name ******** Alert Type Security Alert Trigger Alert Date 2012-07-13-07:00 Apr 18 2012 Reporting Bureau Name ******** Alert Type Security Alert Trigger Alert Date 2012-04-17-07:00 Mar 29 2012 Reporting Bureau Name ******** Alert Type Security Alert Trigger Alert Date 2012-03-28-07:00 Aug 20 2011 Reporting Bureau Name ******* Inquiry Date 2011-08-18 Inquirer Name ******** ***** ******* Inquirer Address **** * ******** *** **** ** **** **** ***** ** *** ********* Aug 11 2011 Reporting Bureau Name ********** Date Reported 2011-05-24-07:00 Comments #HK#IFCRA ###-###-#### In conclusion please remove fraud alerts off my ****** Report because I dont request them. If you have any questions contact me at ###-###-####. Or email me at *************@*****.*** *************@***.*** I spoke with **** at lifelock and she told me that my personal information such as my Social Security Number is not protected with Lifelock. That is why I am filing a complaint against lifelock because they are suppose to protect all of my personal information such as my Social Security Number is suppose to be protected. In fact I have been a lifelock member for many years now. I am upset with Lifelock because they are suppose to do their job right and protect my personal information. I never open up any ****** lines from Pennsylvania to California to Arizona. I want *** to investigate about this matter and report to higher corporate. You can contact me at ###-###-#### to let me know about if there is a criminal out there using my identity and personal information with out my knowledge. This matter badly hurted me for many years because lifelock should of told me this years ago instead of the last minute because I was with out a job for many years. Now I know why because some one stole my personal information and my identity. **** who is the manager at lifelock did not give out his last name when I ask for his last name. I need to file a complaint against lifelock because they are suppose to protect my identity and personal information. In fact I have my Social Security Number on a freeze and I let ******** ******* and ********** know that I am a lifelock member for many years now and keep my Social Number on freeze and alert. I didnt expect any body to open up ****** lines with out me knowing. This needs to stop being a victim of fraud. I want my clean ****** report back to my self because I always make sure that I pay my bills on time every month. Thank you. Respectfully yours ***** *******

Desired Settlement: I need to file a complaint against lifelock to restore my personal protection.

Business Response: We are writing in response to your letter dated March 27, 2015 regarding ***** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

***** ******* enrolled with LifeLock on May 12, 2011 in the LifeLock with ****** Score Manager. 

On April 3, 2015 I was able to speak with ***** ******* regarding her concerns about her protection. I reassured the member that she has coverage with LifeLock and advised her of how her ******** work. Ms. ******* stated that she had placed a freeze on her ****** file and just recently requested another fraud alert. I explained how a ****** freeze works and that it permits from anyone accessing her file including LifeLock unless she lifts it. 

We were able to provide Ms. ******* with updated information when her ****** freeze was lifted. In reviewing her account, we confirmed that there were no lines of ****** established. I provided Ms. ******* with options to verify and advised if she had any concerns to contact LifeLock for further investigation. Ms. ******* was reassured that her information is protected and is continuing with her LifeLock service.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,
******* *******
Member Operations Manager
LifeLock, Inc

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: LifeLock sent an email offering me to try LifeLock again and they offered 30 days free and a $25 ****** gift card if I signed up for a minimum of 31 days. I signed up using the promotional code WB14 and was a member for 31 days and was billed a partial month. The offer stated to expect the ****** gift card 2-3 weeks after meeting the terms. I met the terms of the offer nearly 9 weeks ago. Contacting them by email and phone has failed to remedy the issue.

Desired Settlement: I expect LifeLock to honor their word and fulfill the offer of the $25 ****** gift card.

Business Response: Dear Dispute Resolution Consultant:

We are writing in response to your letter dated April 1, 2015 regarding ******* *******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

******* enrolled on December 30, 2014 into the LifeLock Standard service.  His enrollment also included an incentive to receive an ****** gift Card after 31 days of enrollment.  ****** called into LifeLock and cancelled his membership on January 30, 2015.  Upon cancellation on his 31st day of enrollment, his card was not automatically sent.  I contacted ******* today by phone and discussed his concern.  As a result, today we have submitted for the Gift Card to be mailed to him and it should arrive in one week.   

We hope this resolves the matter to the satisfaction of your office.

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a one year subscription to try the service, since they garanteed a risk free 30 day trial. I tried to add my credit cards but most were not able to be activated. i sent an email requesting to cancel the next day, but was informed i had to call them directly. i called answered their security questions, requested them to cancel my subscripition, was transfered to another person who refused to even entertain the idea of letting me cancel. i contacted my credit card company to refute the billing, i sent in the form, they sent me a form requesting more information, i had to respond within 10 days. i have been on a bussiness trp for the last 16 days and missed the deadline i have requested ****** ****** in dispute resolutions to exted my deadline, but have had no response. I have had to order new cards and changed my passwords to make sure this company cant access my accounts, as they are the people to watch out for. had they closed the account i may have tryed again in the future, but now know how they really are, cheats.

Desired Settlement: close the account, my spam filter is filling up with crap from them.

Business Response: Dear Dispute Resolution Consultant:

We are writing in response to your letter dated March 19, 2015 regarding ****** *** *******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On February, 11, 2015, ****** ******* enrolled into the LifeLock Advantage Service on an annual plan.  Mr. ******* experienced difficulty accessing his account utilizing our website.  On February 19, 2015 Mr. ******** called to cancel his membership, but disconnected the call due to dissatisfaction with the service representative he was talking to.  

Today, I contacted Mr. *******, discussed his concerns and cancelled his membership.   A full refund of $219.89 was processed.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
***** *******
Manager, Member Services
LifeLock, Inc.   

3/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Lifelock does NOT keep the interest of their customers in mind! I signed up for Lifelock in 12/2014 under a 30-Day free trial. As my 30 days were approaching, I received a BOMBARDMENT of calls from car insurance companies saying I had just applied for car insurance, when that was not the case. I tried to contact Lifelock via email about 6xs but was not able to b/c some of the email addresses they have on their website are NOT valid & come back undeliverable. I tried from multiple computers including my phone by clicking directly on their link. Finally, I was able to reach them via a diff email address to one of their departments by my requesting them to forward to the proper department. A manager said she'd look into it & get back to me but never did. 2 weeks later I received calls from online colleges saying I just applied for courses online, not the case also. I didn't even bother calling Lifelock again b/c of the horrible experience I had the 1st time. I read their privacy policy & it says that they may share my info w/ affiliate companies like insurance companies, etc. I firmly believe they do this so customers get calls like I did in order to scare them into keeping their services. (these places that called me had info only my cred report would show). Someone who works at the State Attorneys office mentioned they have suits b/c of similar practices. Additionaly, I've been monitoring my cred report via lifelock to see if/when a personal loan that I took out in 11/2014 will begin reporting but it has not been reported. What's worse is that I just checked my credit report today at ******************.*** & its been reporting since 12/2014. I NEVER received an "alert" from lifelock as they said they would. What if someone else had taken this account under my name w/out me knowing? Unbelievable! Basically, I've been flushing my $ down the toilet b/c they are not honoring what they advertise AND I firmly believe they sold/gave my personal info to those companies so I could start receiving those calls. I even gave lifelock the IP address to the computer where 1 of the car insurance apps was initiated, that one of the insurance reps kindly provided me, & forwared it to lifelock but no one ever got back to met! Completely a waste of my time & money. Now, I completely regret haven given them my SS#, DOB, Personal Bank account info, and other private info!

Desired Settlement: Since they have failed to meet their contractual obligation since 12/2014, I am requesting & expecting that all of my money be returned back to me since. I clearly have an open account w/ BMO Harris since 12/2014 and they haven't shown this on their report NOR given me an alert, ever. Too late for an alert so please don't even try. And I want them to completely remove my personal information from their data base. COMPLETELY removed without a trace in their system. I do not want their employees, partners, or owners having access to my personal information because I do not trust that institution as a whole! Thank you.

Business Response: We are writing in response to your letter dated March 11, 2015 regarding ****** ********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

****** ******** enrolled with LifeLock Ultimate Plus service on December 08, 2014.  On January 30, 2015, Mr. ******** called regarding calls he received from various insurance companies, not affiliated with LifeLock.  Mr. ******** had additional questions as to why he did not receive an alert for a new credit account he established in November 2014.

I spoke to Mr. ******** on March 12, 2015 and advised he did not receive an alert from LifeLock as the new credit was established prior to his enrollment with LifeLock, Mr. ******** confirmed he is able to see the credit inquiry in his member portal.  I advised Mr. ******** when submitting credit applications, information can be shared with other creditors and/or service providers. I further advised LifeLock will share information to service providers that perform functions on our behalf when providing service fulfillment.

The membership was cancelled at Mr. ********’s request and a refund was issued for $80.97 on March 12, 2015.

We hope this resolves the matter to the satisfaction of your office.

3/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Since July 2014, Lifelock has been billing my credit card as "Lifelock Standard." I have never signed up for a Lifelock account. I have called Lifelock twice, once in fall 2014 and once today (2/26/2015), to ask them to stop billing me for a service I never signed up for. I also disputed the charges with my credit union, the card issuer, and had a new card issued in 8/2014; however, the charges continue to occur! Each time I have spoken with them, I spent upwards of 30 minutes on the phone only to be told that Lifelock cannot stop the charges because they cannot find the account or the credit card number. (Of course they can't: I never signed up for it.) Lifelock is unable to tell me how they continue to put the charges through and yet cannot find any record of them. I have asked my credit union to reissue my card yet again; however, this is Lifelock's error, and they refuse to remedy it. It's ironic that a supposed identity theft protection company seems to be engaging in identity theft themselves.

Desired Settlement: Refund of all wrongful charges.

Business Response:

Dear Dispute Resolution Consultant:

 

We are writing in response to your letter dated February 27, 2015 regarding ****** *********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

 

I was able to speak with ****** ********* on March 5, 2015 to address her concerns. The charge was originally disputed with her bank, but we did not receive the details to cancel the charges.  I was able to get the information for Ms. ********* to cancel the charges. Member was billed a total of $72.00, which was $9.00 a month. The bank processed a refund for $9.00. I informed Ms. ********* that we are processing the remainder of her refund for $63.00.

 

We hope this resolves the matter to the satisfaction of your office.

 

Sincerely,

 

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

Member Operations Manager

LifeLock, Inc.  

 

3/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lifelock will only allow their customers to cancel services with them via phone call. I have tried on multiple times (January 10th, January 17th, January 24th and February 28th) to call them where I select the option to cancel service but get put on hold for what they say will be "approximately 14 minutes". On all six of my attempts to do this, each time ends up being 17 minutes and then the phone call is terminated. I tried to go through a couple of different options in their menu and each results in the same wait and call termination. I would like to cancel service with Lifelock but they make it impossible to reach and they have very long hold times and the hold music is very loud and distorted which makes it difficult to wait for a live person. I have been putting them on speaker while waiting but the call eventually terminates on its own. Extremely frustrating and unacceptable. I have notified my credit card company to dispute any further charges going forward from their last day of month billing cycle. I was billed January 31 and February 28th but want this to stop.

Desired Settlement: Cancel my services and stop billing me every month.

Business Response: We are writing in response to your letter dated March 2, 2015 regarding **** ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

**** ****** enrolled with LifeLock May 1, 2011.  Due to a financial hardship, Mr. ****** attempted to call LifeLock on Jan 10, 17, 24, and also February 28, 2015 to cancel his membership, but was unable to connect to a representative.  He was also frustrated with our hold music.  On March 6, 2015 I spoke with Mr. ****** regarding his concerns.  I cancelled his account and provided an additional $30 refund to make up for the last 2 months of his active membership he wasn’t wanting.  I have also forwarded his concern with the hold music to the team controlling it.  

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
***** *******
Manager, Member Services
LifeLock, Inc.

3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The reps I have spoken to over the last 48 hrs, at least 6 persons. Three of these reps gave me different features in regards one of their products and there is no apology offered and simply a curt attitude from the reps., ***** and *****, who I dealt with. I attempted to contact lifelock to cancel within a few hrs of upgrading, but this was not possible to be downgraded. I then emailed lifelock and I was informed that I had to contact them over the phone or through their portal. I had sent them the email from my account and thus it is not easy to navigate their website. Just in general, I have found that the persons I have spoken to are not knowledgeable about their products and was not offered any further advise apart from what I had already done to protect my ID after a theft. I even had to ask them should i place a freeze on my accounts and they said that they would recommend this but yet they never told me to do this.

Desired Settlement: I would also like a credit, billing adjustment or I will cancel our memberships. I also want an explanation why your customer service reps are so ill equipped to deal with customer questions involving ID and the reps constantly had to defer to another person for the answer. Your staff seem to be arrogant. The same security questions are always asked and thus this also seems to be a security issue.

Business Response: We are writing in response to your letter dated February 22, 2015 ***** ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

***** ****** enrolled with LifeLock on May 2, 2013 into the LifeLock Standard service.  On February 19, 2015, he called in and upgraded his service to the LifeLock Ultimate Plus service.  Two days later, on February 21, 2015, he called into our contact center and asked to downgrade his service back to the LifeLock Standard service, which was completed during his call.  I contacted Mr. ****** on February 25, 2015 regarding his concerns with our service representatives.  He was concerned with the quality of service from the representative he spoke to, and also concerned with our authentication process.  I have passed along his concerns to those who can coach our representatives and also implement his suggestions regarding authentication.  

Due to his frustration, a 30% discount on his services was applied to his membership on March 2, 2015.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
***** *******
Member Services, Manager
LifeLock, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

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

2/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I bought LifeLine Services for peace of mind. I got the medium priced plan (app $225) I proceeded to give all my account information as needed. I completed my enrollment information. On Feb 1 I received the following e-mail Dear ****** *********, We were unsuccessful in connecting your financial account with the login credentials you provided to monitor transaction activity for one or more of your financial accounts. We are unable to send alerts to help detect fraudulent activity in these financial accounts. Please follow the steps below to re-enter your username and password in your secure LifeLock account. I had LifeLine call me and they then stated that in order to have that covered I needed to upgrade my coverage from then for additional money. I had NEVER been told, at any previous time, there was any part that was not covered. As I stated I had their coverage for about a month and in the several times I needed assistance and called them, nothing was EVER said about any lack of coverage. This seems to me to be bait and switch at least. I would appreciate your input on this issue Presently, I am in the process of changing my sign-ons, passwords and security questions but they still have my social security number and drivers license information and more Thank you, ****** ********* ###-###-####

Desired Settlement: I do not know how cases of bait and switch are resolved. I do know that whatever personal information they presently have will never be erased from their computers

Business Response: We are writing in response to your letter dated February 2, 2015 regarding ****** *********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

****** ********* enrolled with LifeLock Advantage service on January 8, 2015.  On February 2, 2015, he called and canceled his membership because the service was not what he envisioned.  He requested full refund.  LifeLock has since cancelled his membership and issued a full refund of $229.00.  

We attempted to reach Mr. ********* to discuss the issue but were not able to.  

We hope this resolves the matter to the satisfaction of your office.

2/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Life Lock debited my checking account $55.53 without my consent. When I called to inquire about the debit, they informed that that fee was because my daughter had turned 18 and she was considered an adult. I asked to speak to a supervisor, ****** ******, and told her that the fact that my daughter had had a birthday did not give Life Lock the right to touch my checking account. I requested to Ms. ****** a refund for the unauthorized debit, and I also requested to cancel my policy immediately because I did not wish to continue doing business with a company who I felt had practiced an unethical billing practice that affected me. I also asked Ms. ****** a refund for the unused balance of my renewal policy which was a debit on October 28, in the amount of $175.99.

Desired Settlement: I want Life Lock to refund me the amount they owe me for 10 months of unused protection services.

Business Response: We are writing in response to your letter dated February 3, 2015 regarding ***** ***** *****.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

***** ***** ***** enrolled herself and her minor daughter on October 27, 2013 in the Standard LifeLock plan. ***** was charged an annual amount of $110.00 on October 27, 2014 and her daughter was charged an annual amount of $65.99 on the same day. *****’s daughter turned 18 and was upgraded from LifeLock Junior to LifeLock Standard Service. A prorated refund was issued for $55.87 on December 27, 2014 and she was charged an annual amount of $111.40 for the upgraded plan.

When a minor becomes an adult, LifeLock sends a notification one month prior indicating the minor’s account will be transitioning to an adult plan. The guardian has the option to continue the plan or discontinue services, if LifeLock does not receive notification the minor plan will automatically upgrade to an adult plan. On December 7, 2014 the member was sent an email notification indicating the minor will be automatically upgraded to a standard adult LifeLock membership.  

We did not hear from Ms. ***** regarding her daughter’s account until after the minor account was automatically upgraded. The account was cancelled on December 30, 2014 per *****’s request and a refund was issued on January 26, 2015 for $90.71 and $199.70.

I made two attempts to contact Ms. *****, on February 3, 2015 and February 5, 2015 and was unable to reach her.

We hope this resolves the matter to the satisfaction of your office.

1/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Life lock with drawled $25.49 from my bank account using my credit card account number, I didn't give them permission to do this!! I have also filed a dispute with my bank pertaining to this matter as well.

Desired Settlement: I demand a full refund to my Credit Card in the amount of $25.49.

Business Response: We are writing in response to your letter dated 01/23/2015 regarding **** ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

**** ****** enrolled with LifeLock in the Ultimate Plus plan monthly on 12/11/2014 with a promo code that provided her with 30 days free and a 15% discount. On 1/10/2015 LifeLock attempted the payment for the monthly plan of $25.49 and was unsuccessful. Once the payment failed Ms. ****** was contacted to inform of the missed payment.

On 01/21/2015 Ms. ****** contacted LifeLock to find out why she was being called and was informed that it was due to non-payment. At that time she requested to speak with a manager where she updated her credit card and payment was taken for her past due amount. The manager proceeded to help her add information to her account. During that process she decided to cancel her service. A full refund of $25.49 was processed on 01/22/2015.

I placed a call to Ms. ****** on 01/23/2015 and 01/29/2015 to discuss her concerns. I have not been able to speak with Ms. ******, but have left her my contact information if she would like to address any concerns with LifeLock.

We hope this resolves the matter to the satisfaction of your office.

1/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: First Lifelock is claiming I became a member in 2013.... totally confused on that... Spring of 2014 after receiving my tax return I decided to invest in Lifelock for my family. I was auto deducted a huge payment shortly in that was refunded and the billed again around December for my child’s account. Here we are in January 2014. I received a notice via email stating my annual fee was due for automatic deduction on 2/14/2015. Lifelock had this deducted on January 14, 2015; A full month earlier than I anticipated. To recap I never purchased lifelock in January and the notification was not upheld. I am a single parent who gets no assistance and the weight of the world is on my emotionally and financially. When this charge hit it over drew me. They admitted it is a "known billing issue and very sorry" and are switching to a new system. This issues been ongoing for a year now. They would not let my banking institute know this was their error so I could avoid an overdraft fee generated by their incompetence. I have canceled my accounts with Lifelock. For company who was supposed to help safe guard my information I just feel they made my life harder. I sat in a restaurant with my child and an over drafted account unknowingly. I was very embarrassed. The customer service man was very nice and felt bad, that empathy was nice. Empathy doesn’t fix their “KNOWN BILLING ISSUE” or my checking account.

Desired Settlement: I'm not sure there is a desired solution other then they need to fix this billing system and honor the notices they send with dates. This was their screw up - not mine. I don’t want others to do this struggle. The what-if's scare me... What if I didn’t get paid in 2 days and where out of gas or food when they pulled this move. How would I feed my kid or get to work. Lifelock added unnecessary stress and they need to correct their system..

Business Response: We are writing in response to your letter dated 01/16/2015 regarding ****** * ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

****** * ****** enrolled herself on 12/13/2013 in the LifeLock Ultimate plan using a promo code that provided 30 days free and a 15% discount. She enrolled her daughter using a promo that provided a 15% discount. The minor was charged an annual amount of $66.75 on 12/13/2013 and Ms. ****** was charged an annual amount of $234.39 on 01/14/2014. She called on 01/16/2014, to change her plan from the Ultimate plan to the Basic plan. On 02/13/2014, a refund was issued for $138.71 for the plan change. She cancelled her account on 01/14/2015 and informed the agent it was due to price.

On 01/14/2015, Ms. ****** contacted LifeLock to inquire why she was charged prior to 02/13/2015. The agent apologized for any inconvenience, the renewal notice was sent based on the last charge. 

On 01/19/2015, I placed a call to discuss surrounding details and was able to speak with Ms. ******.  I informed her, she enrolled herself on 12/13/2013 and used a promo code that provided 30 days free plus a 15% discount, therefore she was not charged for her account until 30 days later on 01/14/2014.  Since her daughter had a promo code that did not offer 30 days free, her daughter was charged on the enrollment date of 12/13/2014. I confirmed with Ms. ****** that a refund for $161.36 for the cancellation and was issued on 01/15/2015, a separate refund of $32.00 was issued on 01/19/2015 for the overdraft fee she incurred. 

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

Complaint: I signed up for Lifelock via promotion code ********, which offers 3000 ** ******* miles for signing up for an annual Lifelock membership. Lifelock has refused to provide these miles even though I contacted them twice and spoke to a supervisor about this matter. I signed up through the following link (******************************************************************), which clearly states that I shall receive 3000 ** ******* miles for signing up for an annual Lifelock membership. The Lifelock agent claimed that I have to be a member for 31 days, but that is NOT WRITTEN on the webpage for this offer. There is no basis for Lifelock to deny me these miles and violate the language clearly written at ****************************************************************** which promises 3000 ** ******* miles for signing up for the membership. This company engaging in false marketing and failing to honor their agreement of providing 3000 miles for signing up for this offer.

Desired Settlement: I want the 3000 US Airways miles that I was promised for signing up for this offer. I do not demand anything other than what I was promised by the offer.

Business Response: Better Business Bureau 
**** ** **** ******  ******** ** ********** 


RE: Complaint ID#:******** 

Dear Dispute Resolution Consultant: 

We are writing in response to your letter dated 12/11/2014 regarding ****** *****. LifeLock is 
committed to providing a world class experience to all of our members, including the resolution 
of any complaints regarding our products or services. 

****** ***** enrolled with LifeLock on 09/07/2014 in the Ultimate Plan Annually with a promo 
code providing him the first 30 days free and 3,000 airline miles with an Annual enrollment. ***  ***** cancelled his account on 09/22/2014 and informed the agent it was due to price. 

On 12/7/2014 *** ***** contacted LifeLock to inquire about his airline miles. At that time he was 
informed that he did not qualify for miles due to not being enrolled for 30 days in the service and 
no payment collected for an annual membership. 

On 12/15/2014 I placed a call to discuss with *** ***** and left a voicemail. On 12/19/2014, I 
placed an additional call and was able to speak to *** *****. I informed him that due to him not 
being enrolled for 30 days he would not be in the file to receive the miles as this is received by 
the airlines automatically. 

We will honor the 3,000 miles for *** ***** and have informed of future requirements for 
membership rewards. 

We hope this resolves the matter to the satisfaction of your office. 

Sincerely, 

******* ******* 
Member Services Manager 
LifeLock, Inc.

12/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 1st, 2014 my company changed our benefit plan so that we would no longer be able to pay for Lifelock with a payroll deduction. They told us to contact Lifelock directly to arrange for continued coverage. Prior to October 1st I called Lifelock 3 or 4 times, they said that there was nothing they could do since my account was still active. October 2nd I called Lifelock and was ASSURED by their representative that I needed to do nothing and could in fact do nothing until I received a promo code via mail or email from them. I WAS ASSURED THAT THE DETAILS OF MY ACCOUNTS BEING PROTECTED WOULD NOT BE DELETED IF I RESPONDED TO THE PROMO CODE IN A TIMELY MANNER. December 8th 2014 I received an email with an invitation and a promo code. When followed the invitation link it took me to a signup for new customers. I called Lifelock and three of their representatives confirmed that ALL MY DATA HAD BEEN DELETED ON OCTOBER 30TH. Lifelock is refusing to make this right. Also one of their reps made disrespectful comments about me to a co-worker after she thought I was off the line.

Desired Settlement: 1. Written apology 2. Recovery and submission to me of all data allegedly deleted by Lifelock

Business Response: Dispute Resolution Consultant 
Better Business Bureau 
**** ** **** ******  ******** ** ********** 


RE: Complaint ID#:******** 

Dear Dispute Resolution Consultant: 

We are writing in response to your letter dated 12/11/2014 regarding ***** **********. 
LifeLock is committed to providing a world class experience to all of our members, including the 
resolution of any complaints regarding our products or services. 

***** ********** enrolled himself and his wife through his employer on 01/01/2012 in the 
LifeLock Basic Plan. On 10/31/2014 his employer cancelled the account before it was 
transitioned to a self-pay status. 

On 12/11/2014, we reached out to *** ********** and discussed his concerns. I offered to 
reinstate him and his wife with a year free of service and backdate his coverage to the date of 
termination. *** ********** advised that he wanted to think about the offer and to contact him 
next week for his decision. 

We hope this resolves the matter to the satisfaction of your office. 

Sincerely, 

******* ******* 
Member Services Manager 
LifeLock, Inc. 

12/12/2014 Problems with Product/Service | Complaint Details Unavailable
12/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Lifelock on August 18, 2014 because they made a promise of giving me 10,000 ******* ******* points. To date, they have not complied with that promise, FRAUD, and they will not respond to ANY requests about that. They simply ignore me. I am NOT The only person that they have pulled this scam on, I know other people with the same complaint.

Desired Settlement: I would like the points to be applied to my ******* account like they promised.

Business Response: We are writing in response to your letter dated November 5, 2014 regarding **** ** ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

Mr. ******** enrolled in the LifeLock Ultimate Service on 8/17/14 with a ******* ******* promo that entitled him to 10,000 Rewards Points after he maintained his membership for 30 days. After the 30 days, the point may take up to 6-8 weeks to post to his account. Mr. ******** filed his complaint during the 7th week of waiting for the points. We were able to manually add the points to his rewards account on 11/13/14. Mr. ******** did cancel his account on 10/3/14 during the waiting period for his points. Mr. ******** has been contacted today and advised that the points are now in his Rewards Account. 

We hope this resolves the matter to the satisfaction of your office.

12/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a e-mail notifying me that next years premium would be billed to my credit card. I called customer service to cancel my service. After verifying my identity he asked me what the nature of my call was. I stated that I would like to cancel my service. He put me on hold for ever and at the twenty minute mark...I hung up. I do not believe anyone was ever going to pick up the line and let me cancel. During my hold there was a tape played that featured numerous people describing identity theft problems. I check on line and there were other people commenting that it is easy to sign up and hard to cancel.

Desired Settlement: I would like to cancel life lock for me and my wife.

Business Response: We are writing in response to your letter dated November 22, 2014 regarding ***** * ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

Harry ****** enrolled him and his wife on November 20, 2013 with the LifeLock Basic plan. Mr. ******** renewal notice was sent on October 21, 2014 to his email address on file. On November 22, 2014 Mr. ****** responded to the email with the request to cancel. We 
responded with instructions on how to securely request the cancellation online as well as by phone. On November 23, 2014 Mr. ****** called LifeLock and experienced the hold time. He then sent an email to LifeLock informing of this. At that time we responded advising of the high call volumes and instructions on how to cancel online. 

On November 24, 2014 I placed a call to Mr. ****** to discuss his concerns and confirm that his account has been cancelled. I was unable to reach him and left a voicemail with my contact information. His renewal charge occurred on November 20, 2014 for $187.00. A refund has been processed for the full $187.00. 

We hope this resolves the matter to the satisfaction of your office. 

12/2/2014 Problems with Product/Service | Complaint Details Unavailable
11/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A few years ago, summer of 2012 ? I subscribed to Lifelock on behalf of my parents. I opened the account for a year because their home had been burglarized. in August 2013 we called Lifelock and asked them to cancel the service and was told they would. In Sept 2011, we were charged $198.00. We called again, complained and asked them to cancel the service. I thought they had until I received a notice in August 2014 of an upcoming renewal of $198.00. I called them and was informed I could not cancel because I was not on the account. They refused to believe that it was my card even though I read them the info from the card ending in 0808. They told me ***** was the card holder. in 91 years of his life, my dad has never even had a card. I told them I would simply cancel my credit card and have another issued to insure they would not charge me again, which I did. but wow! on Sept 20th, my wife's credit card was charged and hers is an entirely different card # than the one I cancelled.. She was livid because she had nothing to do with even opening the account.. Needless to say, we again got my dad to the phone who told them again he never had a credit card and wanted nothing to do with Lifelock. They finally gave us a cancellation confirmation # ************ and assured her credit card would be reimbursed by Oct 20th. We questioned why it would take a month and was told, it just would. As of Oct 20th, her card has still not been reimbursed for the fraudulent charge of $198.00. This is a horrible company to have to deal with and their business practices are certainly in question.

Desired Settlement: We want reimbursed for the $198.00 that should have never been charged to begin with on 09/20/14 with no further contact from this company. Thank you.

Business Response: 10/30/2014 
***** ******* 
LifeLock, Inc. 
** ** *** ****** ***** *** *****  ***** ** ***** 




Dear ******* *******, 


In response to Complaint ID# ********, we have contacted ******* *****, in regards to the 
request to refund the Annual Membership Fee. We processed an expedited refund today for the 
requested $198.00. 

Sincerely, 

***** ******* *******, Member Services 

11/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have the lifelock service. It is supposed to cover me up to a million dollars in a case of identity theft. I became the victim of identity theft. My husband had been opening up pay day loans using my personal information without my knowledge. This activity was never flagged by lifelock even though the companies are very shady and have interest rates over 800% I contacted the company and was on the phone for 45 minutes and was told I would need the police report so that they could start and investigation. I sent the information and called back only to be told that because it was my husband, they could not help me, even though I did not give permission for the loans and all of my personal information was used.

Desired Settlement: I would like a refund on the money that has already been taken from me and for my name to be removed from all loans that are fraudulent.

Business Response: October 15, 2014 



Better Business Bureau 
**** ** **** ******  ******** ** ********** 

RE: Complaint ID#:******** 

Dear Dispute Resolution Consultant: 

We are writing in response to your letter dated September 30, 2014 regarding ****** *****  ******. LifeLock is committed to providing a world class experience to all of our members, 
including the resolution of any complaints regarding our products or services. 

****** ****** enrolled with LifeLock on April 16, 2014 in the LifeLock Basic plan provided by 
her employer. On September 27, 2014 **** ****** contacted LifeLock and provided the details 
of the payday loans that were taken out. 

We are currently investigating due to not being able to speak to the member until October 15, 
2014. We will respond once investigation is complete. 

We hope this resolves the matter to the satisfaction of your office. 

Sincerely, 

******* ******* 
Member Services Manager 
LifeLock, Inc. 

10/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Agreed to purchase their ******** **** product for my son. Sales agent said specifically that I could set it up for him (he's away at college), and then turn it over to him. After spending time trying, I received errors stopping me, and telling me to call LifeLock. In doing so, I was informed that my son would have to participate in the setup, and would have to call them. This wasn't acceptable, and not in accordance with what I was told. I decided to cancel his membership (only; not mine), and told them that I would then wait for his return at Christmas to do this together. The rep told me that I would still be pro-rated for the bill. As this process was NOT what I was told by the sales agent, this should NOT happen. I challenge this on principal. Tell them to listen to the recorded (?) conversation with the sales rep!!

Desired Settlement: I can wait to get him setup. I should not pay anything at this time for their inconsistent process and communications amongst their employees.

Business Response: October 29, 2014

Better Business Bureau
**** ** **** ******  ******** ** **********

RE: Complaint ID#********: 

Dear Dispute Resolution Consultant:

We are writing in response to your letter dated October 24, 2014 regarding **** **********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

**** ********** enrolled with LifeLock on December 14, 2011. On October 22, 2014 Mr. ********** called and added his son in the ******** **** plan. On October 29, 2014 I was able to speak with Mr. ********** and address his concerns. We agreed that the ******** **** plan would not be the most beneficial for his son since he has not established credit as of yet. I have switched his plan to our LifeLock Standard at a discounted rate.

In addition, I confirmed that Mr. ********** has not been charged for his son’s account. Charges will not occur until November 13, 2014 and at that time we will adjust to ensure he is not charged for the days that his son was on the ******** **** plan.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
******* *******
Member Services Manager
LifeLock, Inc.   

10/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Life Lock in June of 2014 and used my **** to pay for two one-year memberships. On September 9, 2014, my ** was charged for an additional $550 which was never authorized. I contacted the company, they said they didn't understand why I had been charged twice and they would refund my ** within 24 - 48 hours. When I did not see the money put back into my account within 7 business days, I called the company again. Lifelock stated they had no record of my previous call. They told me they did not show a charge on September 9, 2014. When I told them I could provide the bank statement, they told me to dispute the charge with my bank as they had no record of it. This is supposed to be an identity theft prevention company, yet they refused to help resolve the issue. At that time, I canceled my membership that I had signed up for in June. I am still waiting for resolution on the $550 charge on September 9, 2014.

Desired Settlement: I would like my money refunded to my account as soon as possible!

Business Response: 1/23/2015
***** *******
LifeLock, Inc. 
** ** *** ****** ***** *** ***** ***** ** ***** 

Dear  ******* *******,

In response to Complaint ID# ********, we have contacted ****** * *******, in regards to the request for a refund of $550.00.  We discussed her membership and also how she was paying for her friend's membership ******* ****. She thought that *******’s membership would not be renewing this year.  There was confusion when ****** called into the contact center in explaining that she didn't want to continue to pay for *******'s membership for another year. Sense Ms. ******* is the cardholder, we agreed to cancel her friend *******'s membership so she can then renew and pay for protection on her own and issue the $550.00 refund she requested.

Sincerely,

***** ******* Manager, Member Services
 
************ Mobile

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the ****** certificate is no good. when you hit the highlighted"here" to opt out of emails it does nothing

Desired Settlement: I would like for them to apologize to their customers reimberrse money that was taken because the people could not close their account

Business Response: October 24, 2014

Better Business Bureau
**** ** **** ******  ******** ** **********

RE: Complaint ID#: ********

Dear Dispute Resolution Consultant:

We are writing in response to your letter dated October 17, 2014 regarding ***** ********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

***** ******** is currently not a member of LifeLock. I was able to speak with Ms. ******** on October 20, 2014 and address her concerns. I confirmed that our ****** certificate is up to date by clicking on the icon located at the bottom of our webpage. 

In addition, we addressed the ability to cancel an account. This was in regards to being able to be removed from marketing communications. I was able to complete Ms. ******** request for her successfully.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
******* *******
Member Services Manager
LifeLock, Inc.   

10/29/2014 Problems with Product/Service | Complaint Details Unavailable
10/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We registered with LifeLock for my wife since 9/2012 when she (*******) lost her wallet. I want to cancel LifeLock and LifeLock customer service gave us a very hard time. They required us to fax them driver license and social security card in order to cancel the credit monitoring account after 16 minutes waiting and 10 minutes search for *******'s account. As a credit monitor agency, LifeLock does not even have a secured email so customer can email the information instead of traditional fax style that document can float around in the fax receiving location. I just want to cancel the LifeLock and seem I am not able to do this and continue pay them monthly. Please help me.

Desired Settlement: I want to cancel my wife credit monitoring account.

Business Response:

October 19, 2014

Better Business Bureau
**** ** **** ****** ******** ** **********

RE: Complaint ID#: ********

Dear Dispute Resolution Consultant:

We are writing in response to your letter dated October 18, 2014 regarding ******* **.  LifeLock is committed to providing a world class experience to all of our members, including the
resolution of any complaints regarding our products or services.

******* ** was enrolled on August 23, 2012 in our LifeLock Basic plan at $10 a month by her husband **** **** ****. On October 8, 2014 Mrs. ** called to cancel her account, but was unable to answer her security questions to access the account.

I spoke with Mr. **** on October 19, 2014 and explained LifeLock’s commitment to protecting our members’ information and the importance of taking additional steps to verify one’s identity. We were able to come to resolution and get the account cancelled appropriately.

We hope this resolves the matter to the satisfaction of your office.

Sincerely,

******* *******
Member Services Manager
LifeLock, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** ****

 

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I tried to cancel my service or prevent the automatic renewal. EAch time I called the message said the wait was 18 minutes. I finally waited more than 15 minutes to speak to a reprsentative. When I told him I wanted to cancel my membership he put me on hold again for another 10 minutes. This company is a ripoff and uses fraudulent practices to prevent customers from cancelling their accounts. I requested a new passwod for my online access and never recieved a reply.

Desired Settlement: I want to cancel my service and prevent the automatic renewal.

Business Response: We are writing in response to your letter dated October 6, 2014 regarding ******* *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

******* ***** enrolled with LifeLock on October 17, 2006 with the LifeLock Basic program on the Annual plan. I have confirmed that Mr. ***** was able to successfully speak with an agent on October 6, 2014 and set up his account on a ‘Do Not Auto Renew’. 

We hope this resolves the matter to the satisfaction of your office. 

Sincerely, 
******* ** ******* 
Member Services Manager 
LifeLock, Inc. 

10/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: LifeLock advertised on TV that if you sign up you will get a 60 day trial period. I cancelled after one day and was charged a partial fee. I called and was told that since I cancelled after one day that is why I was charged. I told them that they had a 60 day free trial. She put me on hold and came back after a few minutes. She told me the same reason again. Then she finally said that I would be credited the $2.66 partial fee and that it would be at the next billing cycle. She then said that it would take about a week. I asked her for a confirmation number and she said that she doesn't have one for this issue. I'm concerned that I was just swept under the rug.

Desired Settlement: would like to have my credit card credited with the $2.66.

Business Response: We are writing in response to your letter dated September 25, 2014 regarding Michael ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

******* ******** enrolled himself and his wife on September 21, 2014 in the LifeLock Ultimate Plus Plan at $329.89 per person with a 60 day money back guarantee. On September 21, 2014 Mr. ******** called to cancel the plans. At that time our system does an automated prorated refund and then we are able to process the difference. This takes 3-5 business days. Mr. ******** was refunded 328.56 for each membership on September 22, 2014 and the additional $1.33 for each on September 25, 2014. I have placed a call and left a voicemail with Mr. ******** to confirm that his refund was received. 

We hope this resolves the matter to the satisfaction of your office. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

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

10/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had their service since 5 11 2009. I have called numerous times over the years to ask why I was not notified, when we had applied for a home loan, car loan, credit card etc. I was always told it was because that lender or vendor was not one they monitored. I called again this past Spring and was put on hold for ever, so I hung up. When I just called and was told that all I have is insurance in case I have a problem, I was furious. This is not what I was told when I started their service nor since then. I was told that I would be contacted if anyone tried to apply for credit under either of our SS#'s.

Desired Settlement: I would like a full refund going back to when we started with them. $1152 which is 5 years (60 months) plus 4 months since May this year at $18 per month.

Business Response: We are writing in response to your letter dated September 16, 2014 regarding ***** *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On May 11, 2009 ***** ***** and her spouse were enrolled in the LifeLock Basic plan. Since then, LifeLock has rolled out newer services to provide a variety of alerts to members. Mrs. ***** emailed LifeLock in April 2014 and received the response of the services that were covered under her LifeLock Basic Service. Before then other calls were placed to LifeLock and the services were explained to the member.

On September 16, 2014 I placed a call to Mrs. ***** to address her concerns. I educated on the different levels of LifeLock informing the member that as identity theft grows and laws change, LifeLock progresses as well. We went through the newest services with Ultimate Plus and upgraded both Mrs. ***** and her husband to provide them with different alerts LifeLock has available.

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have been getting unwanted mail from Lifelock. I have tried to call on two different occasions to ask them to take my name off their mailing list but have been unsuccessful. Each time that I called I have been on hold for at least twenty minutes.

Desired Settlement: remove my name from your mailing address

Business Response: We are writing in response to your letter dated August 20, 2014 regarding ******* *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Upon receipt of your letter, we contacted Ms. ***** and discussed her issues.  We explained to Ms. ***** our process for opting out our members from Pre-approved credit card offers, which we implemented twice for Ms. ***** during her membership.

We discussed with Ms. ***** our information security program that is designed to provide protection of member data.

Pursuant to her request, Ms. *****’ account was canceled.   As a gesture of good will we issued a full refund of $160.00.

9/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I order life lock more three months ago and I received a double bill statement for almost two months with no explanation from their website or agents. The cost is 42.27, I was billed for and I was guaranteed a 30 percent discount to 20.99 plus tax.

Desired Settlement: I would like my account Zeroed out and my October bill be 20.99. Plus I want a phone call to conform this adjustment.

Business Response: We are writing in response to your letter dated September 8, 2014 regarding ****** ********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

Mr. ******** enrolled with LifeLock on May 5, 2014 in the Ultimate plan with a promotion allowing him 60 days free. On July 8, 2014 he called and downgraded his account to the LifeLock plan with a representative. On August 4, 2014 we collected a prorated amount for the downgrade of the service for the August and September payment.

On August 5, 2014 Mr. ******** upgraded his service online to the Ultimate Plus plan. He called LifeLock on August 15, 2014 and was offered an additional discount to keep his service. I explained to Mr. ******** that due to the plan being changed after his payment date, on September 4, 2014 the system attempted to collect payment for August and September. The payment included 2 months of service, plus proration for the discount change and any applicable sales tax. 

Mr. ******** understood the reasoning for the charges and I apologized for any misunderstanding. Mr. ********’s account is currenty active and in good standing with LifeLock. 

We hope this resolves the matter to the satisfaction of your office.

9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: RE: UNDETECTED BREACH.. On July 17, 2014, someone successfully and fraudulently set up an online account with the social security administration (SSA) in my name with all of my pertinent info. I received a letter from SSA on July 28th asking if I had requested the online account. In response, I called SSA and was informed that someone was in the process of stealing my social security check. They had changed the address info to reflect their address. On August 15, 2014, I received another letter from SSA asking that I confirm a request that was made to change the direct deposit designation bank routing info to a different bank. As a result, I was urged to go in person to my local SSA office immediately or at least before September 2nd or my September check would be deposited into the imposter's bank account. On July 28th I contacted LifeLock to inquire why this breach had not been detected. I was told that this is NOT the type of protection they provide. Upon checking, I discovered that my credit report does indeed reflect activity related to my bank routing changes, but they never notified me of that. In addition, I informed them that I suspected that the breach had occurred at their company. One of the security questions that were answered in the set up of the fraudulent SSA account was a question posted ONLY on the LifeLock site and never anyplace else!! In addition, when I opened the LifeLock account I was told that unsolicited preapproved credit card offers, etc. would be measurably decreased if not totally terminated. However since I have signed up with LifeLock, the numbers of these items have increased almost threefold and it seems that the fraudulent account may have been set up as a result of my signing up for LifeLock and sharing my personal information. It is too much of a coincidence and let down to continue with the LifeLock services so I requested a refund of the (8) months of $20 per month fees I have paid, however I was told that they would cancel the account and no further payments would be deducted.

Desired Settlement: FULL REFUND immediately of $160.00 which equals the (8) months of payments made to LifeLock for services not delivered.

Business Response: We are writing in response to your letter dated August 20, 2014 regarding ******* *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Upon receipt of your letter, we contacted Ms. ***** and discussed her issues.  We explained to Ms. ***** our process for opting out our members from Pre-approved credit card offers, which we implemented twice for Ms. ***** during her membership.

We discussed with Ms. ***** our information security program that is designed to provide protection of member data.

Pursuant to her request, Ms. *****’ account was canceled.   As a gesture of good will we issued a full refund of $160.00.


Sincerely,
***** *******
Manager, Member Services
************ Mobile
PLEASE NOTE: LifeLock will never call you to ask for personal information. For your protection, if we need to collect information, we will always ask you to contact us at ************** (###-###-####) or provide your information via our website at ************.

8/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a promotion flier in the mail from LIFELOCK. It said if I signed up for LIFELOCK and remained a member past the 30 day trial period, giving the promo code at the time of sign-up, I would get 4000 AMTRAK Guest Rewards Points. At the time I had my phone conversation on 4/3 in which I signed up, giving the promo code in the flier, I was offered an increase in the reward to 15000 Amtrak Guest Reward points if I signed up for a more expensive level of LIFELOCK service, which I did. The trial period was up on 5/3/2014 and I continued a member until 7/1/2014 - this satisfied the terms of the offer I was made for 15000 AMTRAK Guest Rewards points. I was instead given 9000 WYNDHAM Rewards points - not what LIFELOCK promised me. and NOTHING extra for having taken the more expensive membership. I called Amtrak Guest Rewards and was told LIFELOCK had not been their partner since 2013 - this is also what LIFELOCK told me yesterday. This is totally contrary to what LIFELOCK told me when I signed up on 4/3/2014.

Desired Settlement: I should get: 1. Preferably the 15000 promised (by LIFELOCK) Amtrak Guest Rewards points. 2. Or At The Very Least - If the 9000 Wyndham Points I was given is taken as the equivalent of the 4000 Amtrak Guest Rewards Points I was promised by Lifelock, then I should receive an additional 23250 Wyndham REwards point because of having had the more expensive LIFELOCK membership. THis is arrived at as follows: 15000 Amtrak Points I was promised with the more expensive LIFELOCK membership. Minus 4000 points I would have gotten with the Basic (cheaper) LIFELOCK membership and which the 9000 Wyndham points I got are perhaps the equivalent of. The difference between 15000 and 4000 is 11000 extra Amtrak points I was promised by LIFELOCK I would receive with the more expensive membership. The equivalent number of Wyndham points to this 11000 Amtrak point difference I was promised by LIFELOCK I would receive with the more expensive LIFELOCK membership is 23250 Wyndham points.

Business Response: We are writing in response to your letter dated July 23, 2014 regarding **** ******* ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On November 5, 2012 Mr. ****** enrolled with LifeLock using an AMTRAK promotional code and received the reward for enrollment. On December 18, 2012 Mr. ****** called and cancelled his membership. On April 3, 2014 Mr. ****** enrolled with LifeLock using a Wyndham promotional code and he received the higher amount reward points for signing up with the Ultimate service. On July 1, 2014 Mr. ****** cancelled his LifeLock membership.

A call was placed to Mr. ****** on July 23, 2014 to discuss his concerns along with a voicemail left for him to call back. On July 25, 2014 we were able to speak with Mr. ****** and address his concerns. It was explained to Mr. ****** which promotional code he used at which time and that he is only able to use them once. He was also advised that he did receive the higher amount reward for signing up for the Ultimate service. Mr. ****** understood and no further action is needed.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
  ******* * *******
Member Services Manager
LifeLock, Inc.

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 13, 2014, I canceled service with Lifelock after they charged me without permission in the middle of the month. I spoke with a manager who put in an order to have a refund check sent out. He said the check should be at my house no later than 5-7 business days. When the refund never arrived, I called several times a week EVERY WEEK to ask where my refund was, each time being told it was mailed out and they are not in control of the postal service. Here it is July 9th, and I still have not received my refund. Accounts payable just gave word that my refund was actually never mailed out. I WANT MY MONEY!!!!

Desired Settlement: Lifelock can pay double. I want a refund of $42 deposited directly into my checking account for the hardship and trouble they have caused, and for the intentional dishonesty.

Business Response:  Dear ******* *******,


In response to Complaint ID# ********, we have contacted **** ***** *****, in regards to the request for an expedited refund to be sent by check after the cancellation of the membership. We have issued the requested refund and mailed it by ***** Overnight Tracking #************. The package was successfully delivered on 7/11/2014.


Sincerely,

***** ******* Manager, Member Services

7/26/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I helped my mother *. **** sign up to life lock. On one of their screens they ask if there is a spouse you want to add to the Life lock account. This page does not clearly state that by adding a new member, you will be charged an additional $247.00 dollars for membership. My parents are elderly and can not afford such an expensive membership. My mother wrote to them via certified mail to cancel the membership which they received and are not acknowledging that certified signed letter to request for membership cancellation to refund her. They are very dishonest company. If they are dishonest about such basic tenents. How can anyone trust that they will guard your identity from theft?

Desired Settlement: 1. They need to be clear on their site on what they are charging and not charging and not mislead people. 2. They should have policies of less red tape for people who want to cancel their membership. They give you a lot of red tape to force you to keep a membership with them

Business Response:

Dear ******* *******,


In response to Complaint ID# ********, I have contacted ******* ***********, in regards to her concerns regarding the enrollment of her parents into the LifeLock service. She stated that there was confusion in knowing that additional members were to be charged a membership fee when adding them during the enrollment process. She requested a full refund of the membership fees.

I have verified that LifeLock has proceeded in refunding her all charges, totaling $495. This action is stated to be acceptable by the member.

Sincerely,

***** *******
Manager, Member Services

6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined LifeLock about a month ago and so far they only sent a "Black Market" website notice and a "Sex Offender" moved into my area notice. All on the same day I signed up and nothing since. I have contacted them a few times by email with no reply at all. One email they did respond to and it was a blanket draft they send to everyone regarding the black market inquiry. I looked online and see many people have received the Black Market email and no replies to other inquires. Basically I want to file a complaint because no one will reply to me. I gave them notice that I was going to file a complaint with BBB if they did not respond and they didn't so now I am contacting you. Basically I just want my money back. Now it makes me EXTREMELY UNEASY as I feel LifeLock is not a reputable business and now they have ALLLLLLLL of my personal info. Bank accounts...social security number...credit card numbers, etc as they request that so that they can watch out for Identify thefts. I have never been victim to ID theft, thank goodness, but now that they have all of my info and never reply to any inquires... they can share it with anyone they want and that makes me very upset.

Desired Settlement: Basically I just want my money back. Now it makes me EXTREMELY UNEASY as I feel LifeLock is not a reputable business and now they have ALLLLLLLL of my personal info. Bank accounts...social security number...credit card numbers, etc as they request that so that they can watch out for Identify thefts. I have never been victim to ID theft, thank goodness, but now that they have all of my info and never reply to any inquires... they can share it with anyone they want and that makes me very upset. I want proof, in writing, that they have destroyed ALL of my personal info. I feel I am at greater risk of ID theft now after purchasing their bad service, than I was before becoming a member.

Business Response: We are writing in response to your letter dated June 9, 2014 regarding ******* ****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On May 14, 2014 Ms. **** enrolled with LifeLock. At that time she received her standard emails sent with her enrollment to provide next steps and routine scans. Member responded to these emails with her questions. On May 17, 2014 Ms. **** sent a Support Request email which allows us to answer her questions and we responded at that time. On May 28, 2014 we received another Support Request from Ms. **** in regards to her shredder, which we were able to reply to as well.

On June 10, 2014 we attempted to contact Ms. **** via telephone, but were unable to reach her. At that time we received an email back that the best form of contact was through email. On June 12, 2014 an email was sent to member on how to contact LifeLock securely.

On June 16, 2014 an additional email was sent to Ms. **** answering her questions that she previously had in regards to her account. We set proper expectations on how Ms. **** can reach LifeLock to get answers to specific questions. Member was satisfied with the response and has chosen to remain an active LifeLock member.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
******* * *******
Member Services Manager
LifeLock, Inc.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I do not agree with how they made it sound like they replied to the shredder request inquiry because I did not receive a reply to that until a couple days ago.  ******* has taken care of that though and said I would receive it once it is in stock because it is on a back order.  (That is fine.)  I have decided to give LifeLock a chance.  Thank you BBB for your help in this matter.  I appreciate your assistance and that Lifelock has replied and I will contact them through their secure message portal on their website from now on as they have advised.

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

6/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: called life lock three times to get them to return over payment they kept promising to return my money in twentyfour hours, called back to cancel servise then they tell me they have monthly billing cycles and can only return money on their cycle but they are putting my return on an emergency return and i should recieve my money in four days, i'm intrusting these kinds of people with my personal data to protect me and if they will lie about 90.00 they cannot be trusted with my social security drivers liscence bank accounts......this can't be the first complaint

Desired Settlement: protect my personal information they have on file so life lock won't steal my identity and use it against me, now that they have the information how can i sleep at night when my information on all my accounts is theirs i want them to be held accounable for my safety in the reasonable future..thanks *** *******

Business Response: We are writing in response to your letter dated June 10, 2014 regarding *** *******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On February 25, 2014 Mr. ******* enrolled with LifeLock on the monthly plan at $9.00 a month. On May 13, 2014 member changed his billing cycle online from Monthly to Annual. Due to his next billing date being May 27, 2014 we tried to collect payment for the new Annual rate. On May 30, 2014 the payment was successful. Mr. ******* then called on May 31, 2014 and switched his plan back to Monthly. 

On June 9, 2014 member called in and requested to cancel his membership. Mr. ******* was contacted on June 10, 2014 to explain why he was charged a higher amount due to the change in his billing cycle.  A refund for $93.80 was processed back to the member at that time as well.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
******* * *******
Member Services Manager
LifeLock, Inc. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** *******

6/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I was a loyal customer of ***** ****** which was bought out by lifelock inc mid last year. When Lifelock took over ***** ****** I lost all information contained in the ***** ****** system including all card information and receipts I had scanned in using their service. This change was made with minimal notice and no opportunity to export information from their system. Then on Sunday I received notice that due to a PCI Security issue they were shutting down services for an unspecified amount of time and that all information would be erased from their system including card information and receipts and that the shutdown was effective IMMEDIATELY. This lack of opportunity to take any preservative action on my part, and the companies decision to do a complete data wipe an no opportunity to access my data via alternative methods such as website has now left me with a number of warranty which I had receipts stored on their system for that I have no proof of purchase. This coupled with their prior decision to not cross over data during the merger and my data loss then is unconscionable and inexcusable.

Desired Settlement: I want an immediate refund of the fees I paid to ***** ****** prior to the transition, I will also be terminating my membership with this agency and will be strongly advising my friends and family to avoid this agency.

Business Response: We are writing in response to your letter dated May 22, 2014 regarding ******* * ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

Mr. ******** was a user of the mobile LifeLock Wallet app.  We have determined that certain aspects of the mobile app may not be fully compliant with payment card industry (PCI) security standards.  For that reason, on May 15, 2014 we removed the LifeLock Wallet application from the *** *****, ****** ****, and ****** ****, and when users open the LifeLock Wallet, their information will be deleted in the app.  This does not in any way affect LifeLock subscription identity theft protection services we offer, of which Mr. ******** was not subscribed to.

We have taken steps to delete all stored information for the mobile app from our servers. Even though we have no reason to believe the data has been compromised, we believe this is the right thing to do. As a company dedicated to online security and safety, we are committed to doing everything we can to ensure those who trust us with their personal information can do so without question. 

On May 21, 2014 Mr. ******** contacted LifeLock Member Services and stated his concerns regarding the deletion of his saved data on the app to a Service Team Manager.

On May 22, 2014 I spoke with Mr. ******** on the phone in response to the BBB Complaint he filed.  It was determined that if LifeLock takes all measured to return his data to him, he would be satisfied.  I acknowledged that LifeLock is currently working to determine a method to recover the data.  I advised that Mr. ******** will be contacted as soon as possible to return the data he is requesting.  He acknowledged that LifeLock does not currently have an estimated date of when the data will be recovered.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
***** *******
Member Services Manager
LifeLock, Inc.   

 

5/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 14 months ago I signed up for LifeLock's premium service that was supposed to protect me from identity theft. Since then both my wife and my Social Security numbers have been used to file fraudulent tax returns, both our debit cards and bank account information have been used fraudulently and the only thing LifeLock has alerted me to are sexual offenders moving into my neighborhood. Everything that Lifelock has charged me $52 a month for; I can do on my own. So why would I pay $52 a month for 14 months if I receive no valuable service? I called this morning to cancel (notably I lost my cool over the phone) and their response to my complaints was that they can help me if my bank holds me responsible for the fraudulent charges. My bank has i.d. theft protection for those instances and I get that service for free. They told me that my social security number wouldn't be protected from false tax returns because they cannot get access to government databases. But when I signed up for this service it was because my social security number was used to file a fraudulent tax return and LifeLock was supposed to help as their tag line says "Relentlessly Protecting Your Identity". Their tag line should say "Relentlessly Protecting Your Identity As Long As It Doesn't Relate To Your Social Security Number Being Used To File For Anything Involving A Government Agency Or Anything Involving Any Bank Or Financial Institution Not Within Our Network"

Desired Settlement: I would like a return of every cent I paid to LifeLock for the entirety of my membership and I would like LifeLock to put disclaimers and to explain to their potential customers what it is that their services CANNOT do versus its claim of relentless protection which is a lie.

Business Response:

I placed an outbound call to ****** *********. We discussed his concerns and frustrations with LifeLock. I advised that LifeLock will take into full consideration his suggestions and feedback for a clearer understanding of our business process and practices. We discussed how he did receive 2 alerts from LifeLock in November of 2013 that were credit related. Per our discussion, member was satisfied with an immediate pro-rated refund from the day of his cancellation on 5/17/14.

4/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my membership in December 2013. Very hard to gain membership, because of disbelief of person purchasing. On March 8th I purchased the full year package for my child and I for just under $400.00 that started on the 8th of April? Yesterday I cancelled and requested refund, but the amount refund is not agreed upon. The reason, my credit report SCORE dropped almost 700 points on March 9th. The sex offender register alert is in another state, they could not seem to change this back to Washington *****. And other reasons as well. I also updated a different credit card since the prev. one on file was lost. They actually questioned me. Today my bank in which I opened the account in 2013 informed me they tried to charge my account on March 31st and April 1st MONTHLY. Though I cancelled the monthly package in 2013, they did wait until March 7th and charged me $43.00... Why are they still charging me. Please view the last email. Subject Support Request: Cancel new membership that starts on April 8, 2014. Response Via Email (******* ****) 04/03/2014 02:27 PM Dear ****** *******: I have researched your account and we show that you re-enrolled on 3-8-14 the card you put on file for you annual charges ended in ****. You opted for the Ultimate plan and ****** was enrolled in the LifeLock Junior plan. Your card was charged a total of $362 $297.00 was your annual charge ******'s charge was $65.99 The sales tax in your state as $22.00 You cancelled on 4-3-14. You will be refunded the unused portion of your membership within 30 days. If you have further questions you will need to call us. If at any time you have questions or need to make changes to your account, just visit your secure online member portal by going to www.lifelock.com. For additional support, email us at **************************** or contact us at **************. We're here 24 hours a day, 7 days a week. Sincerely, LifeLock Member Services

Desired Settlement: Refund the full amount for my **** credit card on file( ending *****) since my package did not start until 04/8/2014. In the normal 7-10 business days NOT 30 days. Stop charging my ******** ******* monthly, they charged me 3/7/2014 for $42.00, why are they charging me on the 31st of March as well per ******** ******* today. They should not be charging me. Is thier 2 accounts? Why would they charge me when I purchased a year policy/package that starts on the 8th of April, 2014. Nothing makes since.

Business Response: RE: Complaint ID#: *******

Dear Ms. *******:

We are writing in response to your letter dated April 5, 2014 regarding ****** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

Ms. ******* enrolled in our LifeLock Ultimate service initially on November 24, 2013 with 30 days free. On December 24, 2014 LifeLock attempted to take payment, but was unsuccessful. On January 4, 2014 member sent in an email requesting an extension on payment due to needing to update her credit card on file. 

On February 16, 2014 Ms. *******’s account was cancelled due to non-payment. On March 8, 2014 payment was taken for $40.73 to cover the membership from December 24, 2013 – February 16, 2013. Our Billing department processed a void on March 8, 2013 for the $40.73 payment.

On March 8, 2014 Ms. ******* enrolled herself and a member into LifeLock Junior. At that time she was charged $384.99. This included her Ultimate membership at $275, LifeLock Junior at $65.99 and sales tax for $22.00. 

On April 7, 2014 the account was cancelled per Ms. *******’s request. On April 8, 2014 a refund for $337.13 was processed for the remainder of the membership. Ms. ******* was contacted to confirm cancellation of account and refund processed. Acceptance of the refund was received by LifeLock from the member.


We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
******* ** *******
Member Services Manager
LifeLock, Inc.   

4/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I saw many adverstisements for Lifelock on television and finally a watched a program with an known tv personality that promised Lifelock would protect my identity from being stolen and therefore protect my money from being spent, etc. I called Lifelock and purchased a year of protection. Based on the information in the tv commercials and ads on tv and radio, I believed I was buying a service that would alert me if anyone tried to access my banking or debit card information. What really happened is in December 2013 here in ******** where I live there was security breach at the ****** stores and I was one of thousands of people whose debit card information was stolen. I was not aware of this until one day I tried to use my debit card and it was declined. I called my bank and was notified that my debit information was stolen and that the bank shut down my debit card to protect my assets. In addition, the fraud department at my bank informed me that very night that someone in *** **** was at that moment in a store trying to purchase womans clothes with my debit card information. This was especially disturbing to me because I knew I had paid for extra protection from Lifelock for something such as this and I had not heard anything from Lifelock regarding this situation. I was never ever advised by LifeLock that my debit information had been stolen or that my financial assets were in any danger at all. Since this is the very reason I purchased the Lifelock service, I was very unhappy that Lifelock had not notified me of this very serious situation. When I called the Lifelock company to complain that they had not notified me of this serious financial situation the phone representative said that is not what they do. He said it was my banks responsibility to notify me. I let him know that I believed that is the service I purchased based on the advertisements I saw for Lifelock. I asked him to have someone call me or just simply refund me for the service I paid. I have not received a phone call from anyone at Lifelock and I have not received any refund. I believe that the way Lifelock presents its services is misleading because clearly they do not advise you if your identity is being stolen or used by another person. This is exactly what happened to me and the only reason I know is because the fraud department with my local bank told me about it. I obviously paid Lifelock for nothing more than them sending me emails of my credit score or telling me when someone checks my credit which I already know anyway because I am the one to request the credit. Those services are NOT why I purchased the Lifelock service. I am requesting a full refund as I have been the victim of a debit card scam and Lifelock either did not even know about it or failed to advise me; therefore the advertisements they show offering protection of your identity and assets is false. I paid for a service that I did not receive.

Desired Settlement: I am requesting a total refund in the form of a check to be sent to me.

Business Response: March 19, 2014

******* *******
Better Business Bureau
**** ** **** ******  ******** ** **********

RE: Complaint ID#: *******

Dear *** *******:

We are writing in response to your letter dated March 17, 2014 regarding our member ***** ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

*** ****** enrolled in our LifeLock Ultimate service on February 12, 2013. Over the next year, LifeLock provided all our services, including her annual credit report and scores, monthly score updates, public record reports, and any alerts she may have received. 

On December 31, 2013, LifeLock sent *** ****** a courtesy email to inform her of the recent data breach that affected several million ****** customers and provide steps she should take if she discovered her information had been compromised.

On January 6, 2014, *** ****** called LifeLock and requested a full refund of $247.50, basing her request on the fact that she was not alerted when someone tried to use her debit card to make a purchase in another state. LifeLock does not have access to each member’s bank information, and therefore is unable to monitor individual transactions. We will, however, assist our members if their bank holds them responsible for any fraudulent charges.  A LifeLock manager attempted to explain the services and protection to her; however, *** ****** concluded the call by stating that she would call back. 

On February 23, 2014 *** ****** called back and cancelled the account.

On March 19, 2014 we contacted *** ****** and addressed her concerns and explained our services once again. *** ****** understood that the services had been in place for her over the past year, and she had utilized them. We addressed her initial reasoning for signing up and agreed to a refund of $100.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
******* * *******
Member Services Manager
LifeLock, Inc. 

 

3/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from LIfe LOck dated 1/21/14. The information in the letter indicates my AMEX account would be debited on --2/20/14 -- for $148.50 TO RENEW MY LIFE LOCK SUBSCRIPTION . BUT I MUST CONTACT LIFELOCK BY 2/20/14. I CONTACTED LIFELOCK , SPEAKING WITH LIFELOCK CUSTOMER REP .RICK, BADGE # **** -LIFELOCK TRANSACTION # ******-****** . ON 2/18/14 ----INDICATING I DO NOT WANT TO RENEW WITHLIFELOCK. According to AMEX and my hard copy JANUARY 2014 BILL, LIFELOCK charged my AMEX account $148.50. ONE MONTH BEFORE THE DATE INDICATED IN THE 1/21/2014 RENEWAL LETTER I RECEIVED FROM LIFELOCK.. I INFORMED AMEX of this FRAUDULENT CHARGE. Amex ASSIGNED MY COMPLIANT UNDER Case # *****. Amex has a copy of the LifeLock letter indicating 2/20/14 as the date my Amex card would be debited- NOT ON 1/20/14 WHEN LIFELOCK ACTUALLY MADE THE RENEWAL CHARGES OF $148.50. In other words LIFELOCK ALREADY DEBITED MY AMEX CREDIT CARD WITHOUT MY NOTIFICATION AND/OR APPROVAL ON 1/20/2014 - ONE MONTH BEFORE THE DATE LIFE LOCK INDICATED IN THEIR 1/21/14 LETTER . THIS LIFELOCK 1/21/14 LETTER IS AVAILABLE AS A DOCUMENT SUBSTANTIATING MY COMPLAINT. IF REQUESTED, I WILL SEND THIS LETTER TO THE BBB I CALLED LIFELOCK AGAIN SPEAKING ******* TRANSACTION#******-****** . ******* WHEN ASKED REFUSED TO PROVIDE HER BADGE #. DISCUSSIONS WITH ******* DID NOT RESULT IN DELETING THE FRAUDLENT LIFELOCK CHARGES. AMEX STATED THEY WILL INVESTIGATE THIS CASE FURTHER. I have registered a complaint with the State of Colorado Attorney General's office. They did accepyt my complaint but also asked me to contact the approrpiate AZ Attorney General office as well ., As of date, I Have not registed a complaint with AZ yet. My neurological disablity limits the time I can do most tasks.

Business Response: RE: Complaint ID#: *******

Dear Ms. *******:

We are writing in response to your letter dated February 23, 2014 regarding our member, ******* ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On October 20, 2012, ******* ****** enrolled in LifeLock Basic service at an annual cost of $110.   In January of 2013 Mr. ****** changed his plan to LifeLock Command Center, changing his annual cost to $148.50 and changing his renewal date to January of 2014.

On January 20, 2014, Mr. ******’ card on file with LifeLock was charged $148.50 for the annual renewal of his membership. Mr. ****** contacted LifeLock on February 18, 2014 to cancel the account.  Pursuant to Mr. ******’ request his account was cancelled and a full refund of $148.50 was issued.

We unsuccessfully attempted to contact Mr. ****** to confirm the cancellation as well as the refund and to inquire if he would like to discuss the matter further.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 
 
******* * *******
Member Services Manager
LifeLock, Inc.   

2/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I applied for Lifelock coverage for me and my wife. I signed up for one year each at a cost of $110 ($220 in total) in May 2012. I did not renew the service or receive a renewal notice but saw that they had been charging my credit card ever since (my wife pays the bills and assumed this was legitimate). They have charged us a MONTHLY fee of $10 each since we signed up for a total of $480. We should have been billed $220 one time. I called a Lifelock representative on January 29, 2014 to cancel and ask for a refund. Representative ***** ******* of the ******** office acknowledged on a recorded line that it "was an honest mistake" and "must have been a clerical error." he said they were "prepared to offer compensation" but only offered a discount on future service, which I do not want. A supervisor, ********, refused any other compensation and then said he could offer $30 after I had been on the phone with Lifelock for 40 minutes. Finally they said they only would "apply" for this refund and could not guarantee it would be approved by their billing department. They overcharged by $260 and I would like a full refund as well as assurance that sensitive information such as my and my wife's bank account and Social Security numbers are removed from their servers.

Desired Settlement: A refund of the $260 we were charged and a pledge t erase our sensitive data from their servers.

Business Response: RE: Complaint ID#: *******

 

Dear Ms. *******:

We are writing in response to your letter dated January 29, 2014 regarding ****** *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

On May 8, 2012, Mr. ***** enrolled his spouse and himself online.  At that time he thought his payment was on an annual basis, but the account was set up on a monthly basis.   Mr. ***** was charged $20 on the 8th of each month for the two memberships.  

On January 29, 2014 Mr. ***** called LifeLock to cancel the account and requested a refund from May 8, 2013, since he thought that his membership was not renewed and his account was canceled at that time.

On January 30, 2014 a Member Services Manager reached out to Mr. *****, discussed the circumstances around his LifeLock membership and the payment schedule. Mr. ***** was also informed that his membership was canceled as of May 8, 2013 and a refund totaling $200 was issued.  

Mr. ***** also requested that his personal identifying information and that of his spouse be removed from our active databases.   On February 4, 2014, per Mr. *****’s request, the information was removed and a confirmation letter was sent to him.

We hope this resolves the matter to the satisfaction of your office.

 

Sincerely,

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

Member Serviced Manager

LifeLock, Inc.

 

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account via phone on Dec 5. For some reason i was charged the $22.50 to renew on the 7th. Also the credit card number that was used was also cancelled Dec 6th, so this could not be credited back to that account. I called Dec 12 to ask why my credit card was charged and was informed that no one had processed my request to cancel this account. What do you mean??? Thats exactly why i called before it would auto bill me again. The person on the phone said they could process the cancellation, but i did already. In fact the person i spoke with on the phone the first time had a nice conversation with me, and assured me that this payment would not auto deduct on the 7th. Just cancel the service and refund my money!!!!!!!

Desired Settlement: Return my $22.50

Business Response: We are writing in response to your letter dated December 14, 2013 regarding *** *********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

 On December 14, 2013 a LifeLock Resolution Specialist contacted Mr. ********* to address his concerns.  To comply with Mr. *********’s request, his LifeLock account was cancelled and a refund check for $22.50 was requested.  

 We feel that we have addressed his concern accordingly and we hope this resolves the matter to the satisfaction of your office.

Please let me know if you have any questions. Have a wonderful holiday.

12/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account has been cancelled and this company continues to attempt to authorize my debit card. They have been told in the past that if this was to happen again I would file complaints against them, and today they did it again. I have email documentation proving I owe nothing, and my account is closed.

Desired Settlement: I want every bit of information that this company has on me deleted. I want them to stop trying to fraudulently charge my account.

Business Response:


We are writing in response to your letter dated November 27, 2013 regarding ****** ****.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

 

On November 27, 213, a LifeLock Resolution Specialist contacted Mr. **** to address his issues.  Mr. ****’s account has been cancelled per his request. LifeLock’s billing department has worked diligently to resolve a billing issue on Mr. ****’s account and will address any future charge attempts if they occur.

 

We feel that we are addressing his concern accordingly and we hope this resolves the matter to the satisfaction of your office.

 

Sincerely,

 

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

 

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

Resolution Manager

LifeLock, Inc.  

 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******. 

I did speak with a rep from lifelock on the date stated in their reply. I was told no future attempted authorizations would occur, which was not the case. On Monday December 2nd, another attempt was made to debit my account. 

At this point I'm not sure what else I can do to stop this from continuing to happen. The past and any future authorization attempts are being documented since the lifelock organization cannot seem to find a way to put a stop to this. 

Regards,

****** ****


 

 

Business Response:

 

We are writing in response to your letter dated December 6, 2013 regarding ****** ****.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

 

A LifeLock Resolution Specialist has attempted to contact Mr. **** to address his concerns. Due to a technical glitch in our billing system there were attempts to bill Mr. **** after the cancellation of his LifeLock account. We believe this issue was resolved with a fix that was implemented on December 3rd, 2013. Unfortunately, prior to this issue being resolved and after our initial response to his BBB complaint; our billing system did make an additional attempt to charge Mr. ****. This attempt was unsuccessful and Mr. **** was not charged. We anticipate that there will be no further charge attempts on Mr. ****’s account.

 

LifeLock is truly sorry for any inconvenience that this issue caused Mr. **** and will certainly address any future issues if they occur.

 

We hope this resolves this matter to the satisfaction of your office.

 

Sincerely,

 

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

 

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

Resolution Manager

LifeLock, Inc.   

12/8/2013 Problems with Product/Service | Complaint Details Unavailable
11/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been alerted by Life Lock that my accounts are in being compromised on the Black Market. Having made over 4 phone calls and many emails I cannot access my files, change passwords on their website or get a representative on the phone. Please help me with how to proceed cancellation of my policy or how to speak to someone who will help with pressing concerns. ****** **** ********************

Desired Settlement: Cancellation of policy. I do not trust this organization with my privacy and information.

11/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted lifelock on June 24, 2013 on behalf of my father who had a heart attack. I had a Durable Power of Attorney to handle all of his affairs and I sent that to them. After my dad's heart attack I went through my dad's credit card statements for the past year and found that there was in excess of $14,000 in charges that were not authorized or made by him. I confirmed this with my father. My initial contact with Lifelock, regarding this fraud, was on June 24, 2013. At that time I was advised in a phone call that I had to work with the credit card company to first see what their response was and if they did not cover/reverse the fraudulent charges then I was to contact them and they would take over from there. Yesterday, I received word that the credit card company was only reversing $3200+ in charges so I contacted Lifelock to get them involved as instructed. On July 21, 2013 my father died. I am his only daughter and sole heir to the estate. I asked Lifelock to assist me due to our continuing contract with the company. I have been continuing to pay Lifelock monthly despite my father's death since I wanted to ensure my father's credit was covered. They are now telling me that because he died they will not honor the contract with them that he paid for monthly. All fraudulent charges were made while he was alive, all monthly premiums have been paid and are still being paid. They are refusing to do what they were contracted to do and that is to protect my father from fraud up to 1 million dollars as they advertise nationally. I would like for you to please assist me because this is just wrong that they would take my father's money and then not assist him and his estate in re-couping losses on his credit card which he paid in good faith for. If Lifelock had assisted me when requested, June 24th, this would not have been an issue, but they refused and made me go through his credit card company fist. Due to this delay they are now claiming his death means they will not assist and cover the fraudulent charges. How is this, in any way, ethical or legal?

Desired Settlement: I simply want the company to honor the contract my father made with them prior to his death. He hired them to protect him up to 1 million dollars, he had fraud that occurred on his credit card prior to his death, we contacted them and reported it prior to his death and they failed and refused to assist at that time, once my father died they have now said they will not honor the contract he made with them in good faith. I simply want them to protect him and pay him back for the legitimate fraudulent charges on my dad's credit card as they were paid and I am still paying them to do. All payments have continued to be paid to them since my father's death. I want them to do their job and honor the contract they made and accepted payment for.

Business Response: Dear Ms. ******:
 
We are writing in response to your letter dated September 29, 2013 regarding ****** ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.
 
Ms. ******’s father, James Burnsides, enrolled in LifeLock’s basic product on September 21, 2006 and was an active member until we were notified by Ms. ****** of his passing. His LifeLock account was cancelled and refunded retroactively to June 21, 2013 when he passed away. In light of the additional details obtained when our resolution agent spoke to Ms. ******, it has been determined that the event does not fall within the scope of LifeLock’s terms and conditions. As a result of this interaction, LifeLock has reviewed our internal process for handling issues that arise for deceased members and have made adjustments to ensure a positive member experience.
 
We feel we have addressed the members concern accordingly and hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
**** *****
 
**** *****
Resolution Manager
LifeLock, Inc.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

While I understand their position, my father was defrauded of thousands of dollars. There are loopholes that are being utilized so as to not have to fulfill the contract terms. We will have to agree to disagree because I feel my father's death should not preclude the estate from obtaining reimbursement of fraudulent transactions. Fraud is fraud and just because someone dies does not invalidate the fraud. Basically, they just get away with it because of a death of the covered individual. That is just not right.

Regards,

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

Business Response: Dear Ms. *******:
 
We are writing in response to your letter dated October 11, 2013 regarding ****** ******.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.
 
A resolution specialist reached out to Ms. ****** on October 11, 2013 to explain that the reason why these events do not fall within the scope of LifeLock’s terms and conditions is because the charges in question were made by her father’s spouse, with his permission. Our investigation revealed that the reason the bank was holding Mr. ********* responsible was because they determined that his spouse had been given permission to use his credit card. We also explained to Ms. ****** that our decision was not based on his passing away, but on the fact that the spouse had permission.
 
Ms. ****** notified us that her father’s marriage was annulled on October 7, 2013.  She wanted to know if this would change our position. We have determined that since the charges in question occurred during their marriage and with his permission, the annulment of Mr. Burnsides’ marriage did not change or affect our decision.
 
We feel hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
**** *****
 
**** *****
Resolution Manager
LifeLock, Inc.  

11/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Earlier this year, my husband was the victim of identity theft. In an effort to monitor this we decided to call LifeLock after seeing an advertisement on Uverse (March 2013). We were promised that any time a new line of credit was being open we would be contacted to see if we were indeed trying to get the credit. I've since applied for at least two credit cards and/or have purchased a vehicle and has not been contacted by LifeLock. When I spoke with ***** today to final cancel the service he states that they only call when they feel our social security number has been compromised. How would they know if they didn't contact us to verify the transactions. When asked about the money back guarantee, I was told that was only good the first 60 days.

Desired Settlement: I would like both my husband's acct and my acct to be refunded for all services through October 2013.

Business Response: October 21, 2013
 
 
 
****** ******
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


 
RE: Complaint ID#:  *******
 
Dear Ms. *******
 
We are writing in response to your letter dated October 13, 2013 regarding ******** ********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.
 
Mrs. ******** was under the impression that she and her husband **** ******** would get notification anytime an application was submitted for a new line of credit or service. Since their enrollment in LifeLock’s basic service on March 3, 2013, they have applied for at least two credit cards and purchased a vehicle but they stated that they were not notified by LifeLock. Our records indicate that an alert notification was sent to Mrs. ******** on July 18, 2013 in regards to the opening of a bank related account on July, 17 2013.
 
On October 14, 2013 a Resolution Specialist spoke with both Mrs. ******** and her husband. We explained how the LifeLock alert system works and explained why they may not have been notified. Mrs. ******** confirmed that we addressed her concerns and she now has a better understanding of how the alert service works. Mrs. ******** requested that we cancel both accounts.  We have processed both cancellation and we have issued a full refund to Mr. and Mrs. ********. The refund will appear on their statement within 3-5 business days.
 
We feel we have addressed the members concerns accordingly and hope this resolves the matter to the satisfaction of your office.
 
 
Sincerely,
 
********* ********
 
********* ********
Resolution ManagerLifeLock, Inc.    

10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for Lifelock to monitor my monthly credit score from ********** and it's been life more than five months now that my score still fixed to 692 based on LifeLocks website. Then I recently checked, myself, the website of ********** and they are reporting a different and higher score compared to the score being reported by LifeLock. I feel they are not really monitoring my scores and feel that their service is not at par our agreements. So I called them to cancel my account today and spoke with rep ******** she explained the benefits of having a LifeLock and everything that they do to protect my privacy but when I said "okay so can I cancel my account now?" she put me on hold and never notified or answered me back. I called LifeLock again and spoke to her and demanded my cancellation request and gave me a call ref # ************* and said I will have a refund and will receive a letter regarding the cancellation.

Desired Settlement: cancel my lifelock account immediately and destroy my personal files that I have submitted and give assurance that they will not use my recorded identities on any manner or forms without my knowings and approvals and give refund.

Business Response:  
October 15, 2013
 
 
 
****** ******
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


 
*** ********* **** *******
 
Dear Ms. *******
 
We are writing in response to your letter dated October 6, 2013 regarding ****** ******* LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
Mr. Jommel * ****** enrolled with the LifeLock Ultimate plan on March 18, 2013. Mr* ******’s issue was that the credit score he obtained from LifeLock differed from the score he received from the credit bureau. LifeLock uses the TransRisk scoring model which is based on the scaling system used by most lenders when they evaluate credit. Since each credit file contains slightly different information, the score varies.
A LifeLock Resolution Specialist has unsuccessfully attempted to contact Mr* ****** several times to discuss his concerns. Our records indicate that Mr* ******’ account was canceled on October 6, 2013, and a pro-rated refund was processed, which could take up to 3 to 5 days for the refund to post to his account.
 
Mr* ****** also requested that we destroy his personal information from our active systems.   To address this issue, we need a written and signed request  from Mr* ******, which can either be faxed  (fax # ###-###-####), or mailed to our address at ** **** *** ****** ******** ***** *** ****** ** *****, Attention: Legal Department.  
 
We hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
********* ********
  ********* ********
Resolution Manager
LifeLock, Inc.   
 

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

Complaint: Each time I open a new account they call my mother. I am 43 and quite independent. I gave no one permission for this. It needs to stop.

Desired Settlement: It needs to stop immediately!

Business Response: October 14, 2013
 
 
 
******* *******
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


 
RE: Complaint ID#: *******
 
Dear Ms. ********
 
We are writing in response to your letter dated October 7, 2013 regarding ******* *****.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.
 
Ms. ******* concern is that her mother ******** ****** who has been a LifeLock basic plan member since July 3, 2013, is being alerted when Ms. ******* ***** applies for credit. Ms. ******* ***** is not a LifeLock member at this time. Ms. ***** and her mother have similar names and live at the same address therefore our LifeLock alert system is alerting our member to matching information.
 
On October 12, 2013 a Resolution Specialist spoke with both Ms. ***** and her mother. We explained how the LifeLock alert system works and why the alerts in question are occurring. Ms. ***** confirmed that we addressed her concern and that she now has a better understanding of how the alert service works and why this is occurring. LifeLock offered to look into making an adjustment to keep this from happening in the future. Both the member and her daughter declined this offer.
 
We feel we have addressed the members concern accordingly and hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
********* ********
 
********* ********
Resolution ManagerLifeLock, Inc.

10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contacted LifeLock in good faith about last Friday evening, trying to secure our identity. My wife got to a point on line where they stated that they could not identify her even with information given. After talking to 5-6 people they told her to fax a copy of her Driver's license and social security card to them which she did. They then continued to deny receiving it even after we received the receipt that the e-mail with the scans went through. after spending several hours on the phone and on line with them that evening, it was decided that we should go to bed and finish the application process at a later time, which we did. Today my wife went on line to finish the process and again ran into the block saying she needed to call LifeLock, which she did. Again they started claiming they never got the information requested. They wanted the information sent again. After talking to the representative I started feeling this was a scam and told her I was going to call the BBB, at which time she got extremely defensive. I suggested she get with her people to sort the situation out, she refused to do this.

Desired Settlement: A letter stating that they will either supply the service requested without further problems or letter stating that our Identities are safe and will be kept safe and to terminate all contact with us. And that they will be held responsible for any loss of Identity. If contact is terminated they will not charge any fees what so ever.

Business Response: October 08, 2013
 
 
****** ******
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


 
RE: Complaint ID#: *******
 
Dear Ms. ******:
 
We are writing in response to your letter dated October 3, 2013 from ****** ********, regarding ****** *********  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.
 
A LifeLock Resolution specialist contacted Mrs. ******** on October 3, 2013 and assisted Mrs. ******** to successfully activate her LifeLock Ultimate service. She now has full access to her identity theft reports and credit alerts. Mrs. ******** stated that her concerns were addressed to her satisfaction.
 
We feel we have addressed the member’s concern accordingly and hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
**** *****
 
Kirk Evans
Resolution Manager
LifeLock, Inc.  

Consumer Response:

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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


 

 

9/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My ******* Bank statement for 8/2013 shows a charge to my account by this company (see below), which generated an overdraft fee. I did not make this charge or authorize the tranaction. The company was contacted by phone and refuses to address issue. They left a phone message and when I called the number the extention the customer service person left does not exist. 08/20/2013 Overdraft Item Fee (35.00) ******* ********** *** *** **** ******** ******** ************ *********** AZ (24.36) (23.08) Totals (this page): Transactions: 2 Debits: (59.36) Credits: 0.00

Desired Settlement: I would like a refund in cash (to me or the bank under my name and account) because I do not want this company having any further access to any of my account.

Business Response: We are writing in response to your letter dated September 14, 2013 regarding ******** *****.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. 

On September 14, 2013, we contacted Mr. ***** to address his issues.   A search of our active systems located the charged amount associated with Mr. *****’s credit card.  We canceled the account and issued a refund to Mr. *****.  In conjunction with refunding the requested amount of $59.00 we refunded an overdraft charge that Mr. ***** was responsible for.  In total, a refund of $90.64 was credited to Mr. *****. Which will appear on his statement within 3-5 business days. 

Mr. ***** was appreciative of our efforts on his behalf and glad that he was working with such an honest company.

We feel we have addressed the members concern accordingly and hope this resolves the matter to the satisfaction of your office.

 
Sincerely, 

**** *****
Resolution Manager
LifeLock, Inc.  

8/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: LifeLock sent me a notice in the mail that it was going to bill my annual payment ($247.50) on 09-07-2013 to my credit card (annual payment due date). They then charged my credit card for the annual amount on 08-07-2013 (1 month earlier than they were supposed to). I contacted LifeLock several times to find out the following: 1) Why I was sent a letter telling me that I will be billed on 9-7-2013 yet was actully billed on 8-7-2013. 2) Why they charged my annual fee 1 month early. 3) If they were going to try and make my new annual date 1 month earlier. 4) Verify that they were NOT going to charge me again on 9-7-2013 for the annual payment. 5) Verify that my next annual due date would be 9-7-2014. In several phone calls no one could give me a single answer to any of my questions. I was repeatedly put on hold and 2 times was hung up on. I have still yet to hear from anyone as to why I was falsly charged 1 month ahead (is that billing fraud?). I even sent an email in which I did not receive any answers to my questions.

Desired Settlement: I would like to have some concrete answers to my 5 questions/concerns shown above. If LifeLock is supposed to be monitoring my finances yet their own in in this type of dissarray, can they really be trusted to watch mine?!

Business Response: August 30, 2013
 
 
 
Marissa Fellows
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


 
RE: Complaint ID#: *******
 
Dear Ms. Fellows:
 
We are writing in response to your letter dated August 29, 2013 regarding ******* ********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.
 
Mr. ******** enrolled with LifeLock on May 7, 2010 and is currently an active member on our Ultimate plan. On August 30, 2013 a LifeLock Resolution Specialist spoke with Mr. ******** and assisted him with answering his questions and adjusting the billing on his LifeLock account. Mr. ******** stated at that time that he was satisfied with the results of our actions. As a good faith effort LifeLock has also provided Mr. ******** with 3 months of free service.
 
We feel we have addressed the members concern accordingly and hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
********* ********
 
********* ********
Resolution Manager
LifeLock, Inc.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  Based on a conversation that I had with ***** ********, a Resolutions Specialist. She was committed to making me feel comfortable with the reasons for the billing discrepancies and made sure that I understood what she had proposed to me as a solution. ***** had to endure my ire over the lack of response from LifeLock over the last few phone calls and was a pleasure to deal with. I would like to make sure that LifeLock understands that they have a valuable employee in ***** ******** and should recognize her as an outstanding employee by the way she dealt with the situation, all the time staying polite and pleasant as well as understanding. As of now I consider this complaint resolved.

Regards,

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

8/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: life lock ultimate member here tryed checking credit score and it failed they asked me if i ever had loans our credit cards in my name i sad no and they said i need to fax info over that is not necessary for me because all i wanted to do was check my credit score and i asked them to reset the quiz they failed and they rude to me on the phone and could not here them either

Desired Settlement: life lock ultimate member here tryed checking credit score and it failed they asked me if i ever had loans our credit cards in my name i sad no and they said i need to fax info over that is not necessary for me because all i wanted to do was check my credit score and i asked them to reset the quiz they failed and they rude to me on the phone and could not here them either i provided enough info when i set up the account originally ive never had no loans our credit cards in my name what so ever

Business Response: May 25, 2012
 
 
 
****** ******
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
RE: Complaint ID: 9631871
 
Dear Ms. ******:
 
We are writing in response to your letter dated July 23, 2013 regarding Mr. ****** ********. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
 
On July 20, 2013, Mr. ****** ******** was enrolled in LifeLock Ultimate.  On July 22, 2013, Mr. ******** called to report he could not view his credit score online.  He was informed that due to his lack of credit history, we require documentation to assist us in authenticating his account.
 
On July 24, 2013 a LifeLock Resolution Specialist contacted Mr. ******** and explained that because he failed the authentication questions, we needed him to provide documentation  to enable us to provide the credit score to him and to ensure that we are not releasing his information to someone other than himself. Mr. ******** refused to provide the required documents or to discuss the issue further.   
 
Sincerely,
 
 
********* ********
Resolution Manager
LifeLock, Inc.   
 

8/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Yes I notified lifelock that I was changing my plan to the lowest plan they have and they said and also I have a email from them that said I was suppose to have 50.00 back into my account and it has been a week and it has not come in yet. Also I want the 148.50 plus the 50.00 that they suppose of gave me in the account. Patrick

Desired Settlement: I want all the money refund to my account for the amount 148.50 plus the 50.00 on my credit card or I will go higher if I need to!

Business Response: July 24, 2013
 
****** ******
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585

Re: Complaint #*******

Dear Ms. ******:

We are writing in response to a concern brought to the attention of LifeLock on July 23, 2013 regarding Mr. ******* ******.  LifeLock is committed to providing a world class experience to all of our members as well as addressing concerns from potential members, including the resolution of any complaints regarding our products or services.

On 07/18/2013 Mr. ****** called and downgraded his membership from LifeLock Command Center.  Mr. ****** was due a refund of $50, the difference between the two services.  Mr. ****** stated in his complaint that he did not receive the $50.00 refund for his recent plan change and that he wanted a refund in the amount of $198.50 ($148.50 the membership fee, in addition to the $50 he was expecting).

On July 24, 2013 a Resolution Specialist contacted Mr. ****** to address his concerns. Mr. ****** requested cancellation of his membership and a full refund.  Review of our records indicated Mr. ****** was charged of $148.50,. Mr. ****** was advised that he will receive his refund of $148.50 within 3 to 5 business days.

We hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
 
********* ********
Resolutions Team Manager
LifeLock, Inc.  

8/9/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company hires third party companies to gather private information on people to then solicit them to purchase a service to prevent the same practices they employ. In the past this has been known as the "Protection Racket". The company they hired in my case is the URL: *************************

Desired Settlement: Remove my name from all email lists in use by LifeLock. A list of all companies that LifeLock uses and has used that may have my private information so that I may contact them directly to have my name removed.

Business Response:

July 23, 2013

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

Better Business Bureau

4428 N. 12th Street

Phoenix, AZ 85014-4585

We are writing in response to a concern brought to the attention of LifeLock on July 9, 2013 regarding Mr. ****** *****t.  LifeLock is committed to providing a world class experience to all of our members as well as addressing concerns from potential members, including the resolution of any complaints regarding our products or services.

In his complaint, Mr. ****** stated that his private information was solicited by LifeLock to additional third party companies that share information.  He portrayed that LifeLock uses spamming companies to generate new business.  He wanted his name and private information removed from LifeLock’s data base, along with any third party companies that may have access to his information based on a business relationship with LifeLock.  Mr. ****** feels as though his privacy was breeched without any recollection or granted access.

Lifelock does not have any record of Mr. ****** *****t as a member, nor do we have record of any of his personal information ever being used or shared within our active systems.  We forwarded his contact information to our Marketing Department at LifeLock and requested that his contact information be added to our “do not contact” list.  We attempted to contact Mr. ****** *****t telephonically and via emails to address the situation.   

We hope this resolves the matter to the satisfaction of your office.

Sincerely,

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

Resolutions Team Manager

LifeLock, Inc.  

8/2/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, If you are a advantage miles member and you enroll in Lifelock you have to receive 2500 miles between 6 and 8 weeks, acording to their web site. So i enroll with them on 5/12/2013 with my advantage miles number *******. Now we have more than 11 weeks and when i call them they keep saying that i have to call ******** ******** *********. So i called ******** ********* and they say the same thing and nobody solve my problem. Life lock user name: ************* advantage mile : ******* The website with the info is: ******************************************************************************* Thanks


Desired Settlement: Add my points on my advantage account.

Business Response: July 30, 2013
 
Ashely Harris
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
 
Re: #*******
 
Dear Ms. Harris:
 
We are writing in response to your letter dated July 30, 2013 regarding ***** *********.  LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
 
On May 12, 2013, Mr. ********* enrolled using the promo code *** awarding him 2500 points from ******** ********.  Since Mr. ********* did not receive his points, he filed the complaint.
 
On July 30, 2013, a Resolution Specialist reached out to Mr. ********* and advised that we contacted ******** ******** and confirmed that the 2500 points would be credited to his account in two to three business days. Mr. ********* confirmed that his concerns and issues were resolved to his satisfaction.  
 
We hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
 
********* ********
Resolution Manager
LifeLock, Inc.  

7/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Identify theft. I'm being charged from a cable company to an address that I have never resided. I had to send electric and gas bills to show my residency

Desired Settlement: I have been paying Lifelock since 2007 and the company has not protected me I should be reimbursed for the monies I have paid . This company is not an upstanding company and I WAS A VICTIM OF IDENTITY THEFT! I should be reimbursed they did not protect me!!! t

Business Response: June 24, 2013
 
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


Deal Ashley Harris:
 
We are writing in response to your letter dated June 21, 2013 regarding ******** ******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
 
Mr. ****** contacted us on January 18, 2013 to advise that he received a copy of his credit report with an inquiry from ******* appearing on it. Mr. ****** was advised to contact ******* to confirm the existence of a ******* account and the date it was opened. Mr. ****** stated that he would contact ******* and call back if he needs further assistance. This is the last we heard from Mr. ****** until April 15, 2013, when he called regarding a Collection letter he received. The letter was regarding a ******* account.  We again advised Mr. ****** to call ******* to verify if his personal information was used to open the account, and the date that the account was opened. This information is necessary to determine if a member is a victim of identity theft.
 
On June 21, 2013, a Resolution Specialist reached out to Mr. ****** and explained our remediation process. We are currently working with Mr. ****** and ******* to resolve the issue.
 
We hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
 
********* ********
Resolution ManagerLifeLock, Inc.  

6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received an email from LifeLock on 6/2/2013 stating that my bank account would be charged $589.88 on 7/2/2013. Upon checking my bank account later in the day, I noticed that $589.88 had been charged to my account. I called LifeLock Member Services to cancel my account since I had been charged 1 month in advance of the date given in the email by LifeLock. The customer service representative apologized for the mistake, cancelled my account, and I was told that my refund would be processed. I checked my bank account today 6/4/2013 and the charge was still in place. I called LifeLock Member Services once again and asked for the status of my refund. I was told that the refund would take up to 30 days and that since I had cancelled my account, nothing could be done to expedite this. I then asked if LifeLock would reimburse me for any overdrafts occurring during the period while I was waiting for my refund and the customer service representative told me to send in a bank statement to LifeLock. I called back minutes later and spoke to a different customer service representative than before and explained my situation. He said that the refund could take up to 30 days and that he would put in a request to billing to expedite the process.

Desired Settlement: I would like my money back and answers to the below questions. 1. Why was my bank account billed on 6/2/2013 when the email that I received from LifeLock stated that it would be billed on 7/2/2013? 2. Why do I have to wait up to 30 days for a refund for a payment that was prematurely withdrawn from my account? 3. To whom should I send my bank statement in order to be reimbursed for any overdraft charges? 4. Which of the two, if either, customer service representatives that I spoke to today is telling me the truth? Either nothing can be done to expedite my refund or a request has been sent to billing to expedite my refund. These statements are mutually exclusive and cannot coexist if true.

Business Response:  
 
 
June 10, 2013
 
Ashley Harris
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
RE: Complaint ID#: *******
 
Dear Ms. Harris:
 
We are writing in response to your letter dated June 4, 2013 regarding ******* *****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
 
Mr. ***** sent an email to LifeLock on June 4, 2013 requesting that his LifeLock account be cancelled and that the most recent charge be refunded.   A Resolution Specialist reached out to Mr. ***** and confirmed that his LifeLock account has been cancelled and he received his full refund of $589.88.
 
We hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
 
********* ********
Resolution Manager
LifeLock, Inc.  

5/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled in Lifelock to protect myself from fraud. Quoting the Lifelock website - describing what Identity Theft is: "Identity theft occurs whenever an identity thief, possibly a stranger or someone very close to you, uses your personal information, without your permission, to commit fraud or other crimes. Armed with information like your name, address, Social Security number or credit card numbers, thieves can cause damage that can cost you heavily in both time and money." Last week - someone living on the other side of the country used my credit card number, name and address to make a fraudulent purchase. I've spent the last week cancelling my credit card, waiting for a new one, and then using my new account number to set up auto-payments at countless services that had my previous account number. I called Lifelock to see what they could do for me - and 2 reps - including a "manager" - told me that Lifelock doesn't cover that sort of "credit card fraud". They told me that if I couldn't work it out with my bank, that they would "have my back" I didn't sign up for the Ultimate protection plan for myself and my wife for someone to have my back. I signed up for someone to guard against identity theft and fraud. When I fell victim to it - I expect that company to rectify the situation. When the "manager" told me he could give me a 20% discount on a month of service - I declined and cancelled the service for me and my wife. We will roll the dice or find someone else who backs up their words with service - and assistance if/when something happens.

Desired Settlement: I would like the fee's for the last 4 months refunded for me and my wife. We have been members for almost 9 months I believe. We pay $25/month each for this "service". This refund will justify the time I have spent - and will be spending - correcting this theft of my identity and credit card information.

Business Response: May 08, 2013
 
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585
 
To whom it may concern:
 
We are writing in response to your letter dated May 6, 2013 regarding ***** ****. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
 
Mr. **** contacted LifeLock on May 6, 2013 to advise that his existing credit card was compromised. He spoke to a member service manager who explained how LifeLock services work, and offered Mr. **** a discount. Mr. **** was not satisfied with the outcome, declined the discount and cancelled his family’s LifeLock membership.
 
On May 7, 2013, a Resolution Specialist reached out to Mr. **** and clarified how LifeLock services work in regards to existing credit card compromises. Mr. **** did not want to reinstate the membership and requested a refund representing fees from January 2013 to the present.  A refund in the amount of $160 was processed.
 
We hope this resolves the matter to the satisfaction of your office.
 
Sincerely,
 
  ********* ********
Resolution Manager
LifeLock, Inc.  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 

***** ****

 

 

5/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered lifelock in december of 2012 and tried to use a 1 month free promo code that was offered. I did this because I was moving and was changing a lot of account information to the new address. Upon ordering the service over the phone I was clear I only wanted lifelock for the one month under the promo code provided. However I was charged for this month for the ultimate service and continued to be charged reoccuring. I have since changed my account numbers upon moving and noticed while doing a review of them around tax time. I phone the customer service number for lifelock and reached a very polite customer service representative, who was a male, just last month who agreed to refund all amounts charged and cancel the service. He explained that it would cancel any insurance type rights associated during these timeframes, which i agreed with. I provided him my updated mailing address, and was real clear that I was to receive the refund by a mailed check to the new address provided. He offered me this, we agreed to this and I awaited the check in the mail. I received a form saying that the service had been cancelled by mail to the new address provided, however, there was no check as promised. I then called back customer service for the issue, this female rep was polite but advised me she would have to place me on hold, the hold time was over 2 hours long. Being persistant i continued to hold. She said that it was issued back to another card, and that her/her supervisor as well reviewed the call, which I have recorded as well that did in fact state a check was going to be mailed to my address for the agreed refund amount. She stated however the refund went back to a credit card account instead by error, and they would not reverse it, provide the check. The problem is this was not the promised plan and I do not see the refund at all. Please send the promised refund amount by check to my address provided as promised. Please also arrange your system so the hold times do not exceed 2 hours. Please aknowledge your mistakes in this matter and send me the refund check as promised. This is no way to do business, please do not put others through this matter as explained. Thank you.

Desired Settlement: Please send the promised refund amount by check to my address provided as promised. Please also arrange your system so the hold times do not exceed 2 hours. Please aknowledge your mistakes in this matter and send me the refund check as promised. This is no way to do business, please do not put others through this matter as explained. Thank you.

3/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In conjunction with ***** *** Lifelock offered a trial offer for which they did not give me the ***** *** reward timely. Thus, I cancelled the offer. They then lied about this to ***** *** and ***** *** cancelled my access to related account items.

Desired Settlement: I want an apology and I want the ***** *** liaison contacted to dispute the misunderstanding. I did not receive the bonus and the customer service representative was not helpful.

BBB Response:

March 26, 2013 A

Ashley Harris
Better Business Bureau
4428 N. 12th Street 
Phoenix, AZ 85014-4585

Re: Complaint ID: ******* 

Dear Ms. Harris: 

We are writing in response to your letter dated March 20, 2013 regarding ******* *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services. Ms. ******* became a LifeLock member on January 24, 2013 and cancelled her membership on February 1, 2013.  The enrollment was completed through “***** ***” which is an organization that offers free trials for different global companies.  In addition to the free trial the customer receives an incentive bonus for completing the free trial.  The bonus is offered solely through ***** *** and LifeLock does not have authority regarding its distribution.  We have been in contact with ***** *** to request resolution for Ms. ******* with regards to receiving the bonus incentive.  The issue has been forwarded to their ******** ********** **** and we are still waiting for a response.   I have attempted to contact Ms. ******* by phone and was prompted to leave a voice mail.  Also, I sent her an email with an explanation of what we have done thus far.  We hope this resolves the matter to the satisfaction of your office.

Sincerely,  
********* ********
Resolution Manager LifeLock, Inc.  

3/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 30 day trial of the monthly service at $9 a month after the 30 days expired. I cancelled the trial after 15 days via the Lifelock member services phone number at ************** (which was within the 30 day period). I spent 15 minutes on the phone with the representative while he tried to talk me out of cancelling by explaining their benefits. I informed the rep that I still wanted to cancel and he informed me that he would complete the request and there was nothing else I need to do. I recently looked at my bank statement and I found that I had been charged 2 monthly fees despite cancelling. I then logged into the Lifelock account to find that the service had not been cancelled and I was indeed charged for 2 months. I updated my credit card information on the account so that they could not continue to charge me. But that meant I still had to get it cancelled correctly. Since I had already attempted to cancel via phone to no avail, I sent a detailed cancellation request and notice about the unauthorized charges via their support contact tool on ************. I also sent a written copy of that request via email to their member services department. Their website and automatic email response said someone would respond in 24 hours. I waited 3 days and still have not heard anything from them. So far I have attempted to cancel via phone over a month and a half ago, have been charged for 2 unauthorized monthly charges, have attempted to correct the original cancellation request error via their online support tool and have attempted to cancel via written request to no avail. They have failed to respond and have failed to cancel the service and fix the charges.

Desired Settlement: To cancel the service that I have attempted to cancel over 3 methods and to refund the 2 monthly charges that were placed after initial cancellation.

Business Response: March 4, 2013
 
Ashley Harris
Better Business Bureau
4428 N. 12th Street
Phoenix, AZ 85014-4585


RE: Complaint ID#: *******
 
Dear Ms. Harris:
 
We are writing in response to your letter dated March 3, 2013 regarding ***** *******. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.
Mr. ***** ******* sent an email to LifeLock on February 28, 2013 requesting cancellation of his membership and refund of his most recent charge of $18.00.  Our records indicate that this was the only correspondence that we received from Mr. ******* in regards to his request for cancellation of his membership with LifeLock.  On March 3, 2013, Mr. *******’s account was cancelled and a refund processed.  Refunds may take between three to five business days from processing date to appear on the member’s bank statement. 
We hope this resolves the Matter to the satisfaction of your office.
 
Sincerely,
 
********* ********
Resolution Manager
LifeLock, Inc.