Complaints

This profile includes complaints for Privacy.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Privacy.com

  148 Lafayette St Chinatown, NY 10013-3115

  
• 

  Privacy.com

  228 Park Ave S PMB 57488 Cooper, NY 10003-1502

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive had this service for years and recently had a transaction for $1.96 bounce due to their third party service Plaid having a revoked authorization between my bank and privacy.com. I immediately updated my authorization, which I am not sure why I was even able to use the service if my funding source did not have an active authorization. I confirmed it was active and resettled the amount. It changed the status to settled. Less than a day later, they sent me the same generic email about an issue with my bank and changed the status back to bounced. I once again voiced my concerns about the third party service and tried to see if this was some sort of negative report or ding to my financial history, etc. They kept sending the same boiler plate email. I then sent them a voided check as instructed, and additionally uploaded my debit card as a funding source. The lack of communication from the company is what worries me if there is some negative report to my finance profile/history due to an error with their third party authorization and their platform for less than $2. There is no phone number or any seemingly real person to get ahold of. I just want them to settle this charge, confirm that there is no negative reporting to my name, and then I want to close my account with their service altogether.

  Customer Answer

  Date: 07/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  I would like to close this complaint.  I was finally contacted by the company with an actual representative who acknowledged that my old checking account was inadvertently run.  They were able to fix it and resolve the issue. Thank you.

  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the privacy-dot-com service to use controllable virtual credit cards instead of my actual credit/debit cards to prevent giving merchants sensitive details. On 9/14/23, after trying the service with a positive experience, I signed up for the Pro plan at $10/month. I had some difficulties getting the subscription started, but Agent ******* was able to help get it sorted. On 9/21, my pro subscription was working. Other than some issues where I had to request the occasional limit increase, the service was flawless. That is, until 5/22/24, when I had requested another limit increase to pay a $2000 tuition bill for my school, which would have exceeded my daily limit of $1600. A simple enough request, and I've made several similar requests in the past, however, I was greeted with Agent **** stating there was some 'metadata error' on my account. I requested clarification and assistance in resolving the issue, but I did not get a response. I then found my account in an unusable state ("paused" status). I've made multiple requests for assistance since this but I have not gotten any response.

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the complaint ID ********. Shortly after filing this claim, a customer service team member "Ciid" reached out to me and was able to fully resolve my issue after I was able to verify that I was indeed listed on my joint bank accounts by providing my most current bank statements as proof. This would have been provided upon request at the initial onset of the issue, but was not requested by the customer support agent "****."

  No further resolution is necessary to me and the matter has been resolved.

  Thank you for your time.
  Sincerely,
  
  *** (******************
  
  
  
   
  

  
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Merchant is not settling transactions per agreement , causing product to not work as advertised. Claims a transaction has not settled however this transaction settled on 4/28/24 There was never an insufficient amount of money to fund the transaction however it is still saying account is paused causing other transactions to not be approvals for

  Business Response

  Date: 05/20/2024

  *** *** ****
  
  *** ****** ******** ******
  ************************ *****
  ****************** *****
  
  *** ************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by ************************* on May 13, 2024, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ****************** appeal, in which the user claims that the merchant is not settling transactions according to the agreement, resulting in the product not functioning as advertised. They alleged that a transaction had not settled but stating that records show it did settle on 4/28/24. Additionally, claiming there was sufficient funding available for the transaction.
  
  Privacy.com has reviewed ****************** account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On May 10, 2024, ******************** wrote in to Privacys support inquiring on why their account was paused noting that there are no unsettled transactions and that they have received a refund from Mercari. They argue that there should be no reason for the pause. Furthermore, they confirm that there were never insufficient funds in any of the accounts linked to their Privacy card to cover any purchases.
  
  On May 11, 2024, Privacy.com responded back stating the transaction with SP OATS OVERNIGHT could not be settled initially due to insufficient funds in the user's checking account, which led to the pausing of their Privacy Account. The transaction was reattempted a few days later, prompting the reactivation of their account and the issuance of a recently received refund. ******************** replied requesting assistance to resolve the issue with their cards being on hold, despite all transactions being settled and sufficient funds always being available to fund the card. They claim to have been encountering an error message for 14 days without apparent cause.
  
  On May 13, 2024, Privacy.com informed the user that their account had been activated and if the user had any questions or required further assistance, they were encouraged to reach out for support.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account is active.
  
  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated *** ********* complaint. Should you or *** ******** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Analyst
  Lithic, Inc. (Privacy.com)
  *************************************

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot seem to cancel my account with ********************** Assist. I want to end my subscription for their credit monitoring services. See below for details.

  Business Response

  Date: 04/22/2024

  ***** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ************************ *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by *********************** on April 15th, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ****************** appeal, in which she explains that she has been attempting to cancel her subscription to Privacy Assist's credit monitoring services. Initially, she was unable to make any changes to her account online until April 12, 2024, due to system restrictions. After this date, she tried again only to be directed to call an 800 number. Despite multiple attempts, she never reached a customer service representative; instead, she was trapped in a loop of automated messages promising that an agent would be available shortly. She is adamant that she wants her account cancelled without any negative impact on her credit standing.
  
  *********** has thoroughly reviewed the details provided and confirmed that this user does not have an account with our platform. It seems there is a misunderstanding, as we are not the company the user has expressed issues with. ********************** specializes in providing services that enable users to connect their bank using virtual Privacy Cards, which protect their personal card information. We do not offer credit monitoring services.
  
  *********** reserves the right to provision service at its sole discretion. The account(s) are no longer active and will not be reactivated.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated ****************** complaint. Should you or *********************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:02/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously had an account with ********************** for 6+ years. I closed the account after they disabled my account without any notice causing all my cards to decline over the next couple days. I tried signing up again 2 months later with one of the paid plans and got denied. I have a long email chain of 17+ emails saying they've sent me a refund and to just wait a couple more days. They stopped replying to me as soon as I was no longer able to chargeback with my bank and I've yet to receive a refund.

  Business Response

  Date: 02/14/2024

  ******** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** **************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by *************************** on February 06, ****, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to *********************** appeal, in which the user alleged that they had an account with ********************** for over six years but decided to close it after the company unexpectedly disabled their account, causing all their cards to decline over the subsequent days. When they attempted to sign up again two months later with a paid plan, they were denied. An extensive email correspondence ensued, spanning over 17 messages, in which the company repeatedly stated that a refund had been issued and asked the user to wait a few more days for it. However, once the opportunity for a bank chargeback lapsed, the company ceased all communication, and the user has yet to receive the promised refund.
  
  Privacy.com has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On November 16, 2023, ************** reached out to Privacy.com to inquire about assistance with the account review process. In response, Privacy.com explained that they were unable to facilitate support for his account at that time, due to difficulties in verifying their identity with the information provided at registration. Consequently, the account was suspended, and the linked funding source was removed as a measure to ensure security.
  
  ************** inquired on offering additional information to resolving his account issue. Additionally, he asked for a refund of his Pro Plan subscription should the issue remain unresolved.
  
  On November 20, 2023, Privacy.com conveyed that, due to stringent security protocols, they are unable to provide specific insights into the determinations made by their abuse prevention system or human review team, which led to not being able to support their account. ********************** also advised ************** to reattach his funding source and notify them once it was completed, in order for them to proceed with the refund process. Additionally, they requested a screenshot of the subscription charge as proof of the debited amount. After ************** submitted the requested screenshot, Privacy.com replied, stating that the refund process should be expected to complete within 1 to 2 business days.
  
  On December 31, 2023, ************** informed Privacy.com that he had yet to receive his refund. In response, Privacy.com communicated that they had alerted their internal team, which had started to investigate the matter further. They assured ************** they would reach out for additional information if necessary. Privacy.com followed up, indicating that the refund had been reissued, mentioning that ************** can anticipate the funds to be credited to their account within the upcoming 2-3 business days.
  
  In conclusion, we recognize the delay in your refund process and apologize for any inconvenience caused. After a thorough internal investigation, we have addressed and resolved the issue. The transaction has been successfully completed. If the refunded amount has not yet appeared in your account, please expect it to be credited within the next 1 to 2 business days. We value your patience and understanding regarding this issue. Thank you for your attention to this matter.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account has been closed.
  
  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated **************** complaint. Should you or ************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Analyst
  ******* **** *************
  *************************************

• Initial Complaint

  Date:01/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used the site to purchase 2 subs to world of warcraft. the 2 accounts had been closed by the company for reasons out of my control. When I reached out to privacy.com for a refund and sent screenshots of the issue they would not issue a refund without giving out personal information. Even though the screenshots clearly showed the accounts had been close way before they should have been and should have been refunded for service not being fully received. sadly again without give out personal information they would not due so.

  Business Response

  Date: 01/04/2024

  ******* *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ******************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by ******************************* on January, 03, ****, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ************************* appeal, in which the user alleges they used the site to purchase two subscriptions to World of Warcraft, but the accounts were closed by the company for reasons beyond their control. When they contacted Privacy.com for a refund and provided screenshots of the issue, Privacy.com refused to issue a refund without the user providing personal information. The user claims the screenshots clearly showed the accounts were closed prematurely, indicating that a refund was justified for services not fully received, even without disclosing personal information, Privacy.com was not willing to process the refund.
  
  Privacy.com has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On December 21, 2023, Privacy notified ****************** that we've been reviewing the dispute and in order to move forward, a brief description of the purchase or the original order confirmation email, along with any correspondence theyve had with the merchant about a refund will need to be provided. ****************** replied that it was too much work for a refund, and requested account closure.
  
  On January 03, ****, Privacy.com responded back stating, due to network requirements, we will need evidence to support chargebacks that are filed. If no receipts, tracking numbers, or correspondences with the merchant are presented as proof, it will likely be declined. To ensure that we can build the strongest chargeback on your behalf, we requested a brief description of the item/service purchased or order confirmation and all correspondence you have had with the merchant attempting a refund, even if they have been unresponsive. ****************** retorted back unsatisfied with our response and claimed he had been refunded by his bank. Lastly, Privacy.com responded that his account had been deleted, per his request.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account has been closed.
  
  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated *** ******** complaint. Should you or ****************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (Privacy.com)
  *************************************

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I will not be accepting the response from the Privacy.com. As stated, before the company was asking for personal private communications with a different business which has nothing to do with them. I provided screen shots of the accounts being closed which should have been enough to prove I did not get what I paid for. For this reason, there is nothing the company can do to fix the issues as my bank has already done so. I would like for this to be a permanent **** on the company's BBB account so others can be warned of what may happen when needing a refund.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Privacy is trying to steal my identity and all of a sudden they are requiring my social security number for no reason whatsoever, i am not applying for a loan nor they are involved in my taxes.

  Business Response

  Date: 12/27/2023

  ******** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ********************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ********************************* on December 20, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************ appeal, in which the user alleges ********************** is attempting to steal their identity as they suddenly required a social security number.
  
  *********** has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  Thank you for reaching out with your concerns. We understand that providing personal information requires trust, and we want to assure you that safeguarding your privacy and security is our highest priority.
  
  As a provider of financial services, including Virtual Privacy Cards, we are bound by certain regulatory standards to ensure the utmost security and compliance in our operations. These regulations necessitate our adherence to Know Your Customer (KYC) protocols. KYC is a mandatory, risk-based procedure integral to the financial industry, aimed at authenticating your identity and protecting against potential fraud and money laundering.
  
  To comply with these standards, we are required to collect specific details such as your address, social security number, and phone number. The purpose of gathering this information is to verify your account securely and to ensure that our service remains a safe and reliable method for online payments.
  
  Please rest assured that the security of your personal information is of utmost importance to us. The data collected is used strictly for authentication and security purposes. We operate with the highest standards of confidentiality and data protection, and under no circumstances will your information be shared or sold to any third party.
  
  Your cooperation in providing this information enables us to maintain the safety and integrity of our services. We value your trust and are committed to ensuring that our service is the safest way to pay online.
  
  
  *********** reserves the right to provision service at its sole discretion.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated *** *********** complaint. Should you or ************************ require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Their response is not even for me it seems like it is for ***************************** ... because it says "*********** has reviewed ******************************* account history and correspondence during the relevant time period."

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 02/07/2024

  ******** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ********************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the consumers rejected response submitted by ********************************* on February 01, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************ complaint, in which the user says they dont want or ***********************, claiming *********** is using their credit card and bank account, with no reason to needing their social security.
  
  *********** has reviewed ************************ account history and correspondence during the relevant time period.
  
  In our prior responses *********** acknowledged priority of the users privacy and security. Our financial services, including Virtual Privacy Cards, follow strict regulatory standards and KYC protocols to prevent fraud and money laundering. Collecting details like your address, social security number, and phone number is essential for verifying your identity and ensuring the safety of our services. We assure you that your data is used solely for security purposes and is protected with the highest confidentiality; it will never be shared or sold to third parties.
  
  Should you wish to close your account, kindly inform us through our support channels, and we will proceed with the necessary steps.
  
  *********** reserves the right to provision service at its sole discretion.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated *** *********** complaint. Should you or ************************ require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ************************ ********** ********** *******
  ******* **** *************
  *************************************

  Customer Answer

  Date: 02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not asking for CREDIT from them or a LOAN so they have NO reason to ask for my social security number especially since i have been a customer for couple of years and all was fine without the SSN 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through a Japanese merchant for Pokmon cards, using my privacy.com card. I have pictures showing that the charges went through on my banks, and as a transfer to the store viaprivacy.com. The order was canceled and three days later the charge went from pending to completed I have tried reaching out to privacy.com and have not heard anything yet. It was $320.26. I never received the items and I was charged.The original

  Business Response

  Date: 12/26/2023

  ******** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ****************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (Privacy.com) is in receipt of the appeal filed by ***************************** on December 20, 2023, with the Better Business Bureau. Privacy.com appreciates the opportunity to respond to ******************************* appeal, in which the user alleges that they placed an order for Pokmon cards with a ******** merchant using their Privacy.com card. Despite the order being canceled, their bank records show that a charge of $320.26 was completed and transferred to the store through Privacy.com. The user has attempted to contact ********************** for a resolution but has not received any response. As a result, they have been charged for items they never received.
  
  Privacy.com has reviewed ******************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On December 19, 2023, ******************** notified Privacy that he had attempted to make a transaction on 12/15/23 to a merchant in *****; however, the transaction did not go through. The transaction totaling $320.26 shows that it had been completed in their *********** account. In addition, he provided images of the bank transactions as well as receipt of cancelation.
  
  On December 20, 2023, Privacy.com responded acknowledging the user's situation and thanked them for providing the necessary evidence, which has been added to their Dispute case file. They informed the user that the duration of the chargeback process might range between 60 to 90 days, depending on how quickly the merchant responds. Privacy.com assured the user that they will be kept informed about any developments or updates by their Chargebacks Team as the dispute progresses.
  
  On December 21, 2023, ******************** followed-up being dissatisfied with the dispute length time and inquired on any updates. Lastly, cPrivacy.com responded that the merchant had refunded the disputed transaction. The refund process to their funding source would complete within the next 5 business days.
  
  December 08, 2023, ************** notified Privacy that he hadnt used his account in a while and there was a pending charge attempting to be resolved. He also followed-up with a request of account closure. ********************** responded that they would process this request and close **************** Privacy account. However, before doing so, one or more unsettled transaction must be resolved.
  
  Privacy.com reserves the right to provision service at its sole discretion. The account remains active.
  
  Privacy.com trusts the information provided satisfies the inquiry and demonstrates that Privacy.com thoroughly investigated ********************** complaint. Should you or ******************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. *************
  *************************************

• Initial Complaint

  Date:09/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently tried to open a Privacy.com account as I plan on using virtual cards only to be told by customer service that they were unable to support my account at this time and that my account has been suspended due to not being able to verify my identity with the information I provided at sign up. The information I provided at sign up is my college address which I use as my address and therefore have been told before that the address I am using is not a *************** even though KYC or CIP states that an individual can use a business street address as their home address for their financial accounts. Other than that, I hope to have my issue resolved as soon as possible and have my account reinstated.

  Customer Answer

  Date: 09/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I informed *********** support staff on 6/17/23 that I wished to close my account. After contacting them 10 times through email chains they refused to cancel my account. The company acted as an intermediary for me to pay credit card transactions. After my banking information was potentially compromised in early May 2023, I obtained a new bank checking account which is not connected to ***********. and paid off all charges that were originally mediated through *********** with my own personal finance sources. *********** is claiming that I have transactions that need to be resolved before they can close my account with them, despite the fact that all transactions have already been paid by me and no up to date banking information has been available with the business since my checking account update. ********************** has stated that they need new backing information from me to process transactions which don't exist before they will cancel my account? I refuse to give *********** my banking information to pay for transactions which have already been paid.

  Business Response

  Date: 07/27/2023

  **** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ********************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ********************* on July 17, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to **************** appeal, in which he claims to have been requesting for the closure of his Privacy account since June 17, 2023, alleging *********** has been refusing to do so. **************** claims that his prior checking account was compromised in May 2023, and has switched to a new checking account and settled all transactions. Although, *********** claims there are unresolved transactions and is requesting new banking details to process the transactions before closing account.
  
  ********************** has reviewed ********************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On June 17, 2023, **************** requested for his account to be closed and asked for instructions. Then on June 21st he followed up stating that he would like his account closed before the next billing period. *********** responded to the request informing the user to resolve their unsettled transactions before proceeding with account closure. **************** alleges that the transactions have been paid off through their own personal payment method.
  
  *********** responded informing the user that if they had used another payment method other than Privacy for this transaction, the merchant was paid twice for the same transaction, and they should be contacted and asked for a refund. Privacy has already covered the cost of this transaction when the bank returned with notice of 'bank account frozen' as we credit users with the funds for the purchases before going to their banks to pull back the funds owed. To clear the outstanding balance and close your Privacy Account, we will need to retry these transactions. **************** stated that getting refunded for the failed transactions is not likely, and they do not wish to be charged twice asking us to clear the charges and close the account. ********************** replied that the merchant has already been paid on behalf of Privacy and we have attempted to collect the funds from *** ******* funding source, which did not go through. To close the account, we will need to rerun the transactions on our end. **************** was not satisfied with our response and informed us that he will not be utilizing Privacy and will open a case with the BBB.
  
  On July 13, 2023, **************** wrote in stating that his account has yet to be deactivated, reiterating that he will no longer be using this service and to inform him when this is completed. *********** replied that we would process the request once the unsettled transactions have been resolved. **************** responded that he was not responsible for the charges and alleges that we are harassing him for the charges, making more claims of filing with BBB. Privacy continued to reiterate that we paid for the transactions on behalf of the customer, and we are unable to close accounts with unsettled transactions. We also recommended filing a dispute for the transactions if they are not recognized.
  
  **************** inquired on what cards were used to pay for the transactions, to which we provided both card numbers that were used. **************** asked whether he would be able to use a prepaid debit card to settle the transactions; ***********, responded that unfortunately we're unable to accept prepaid debit cards as a form of payment and suggested the user attach a funding source such as bank login or debit card. The user was uncomfortable their bank details and debit card information and asked if there is any other payment method and asked how much the owed balance was. *********** provided the owed balance and shared a repayment link for **************** to utilize and to let us know once the balance is paid for us to proceed with account closure.
  
  
  *********** reserves the right to provision service at its sole discretion. The account remains active.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated *** ******* complaint. Should you or **************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ************************ ********** ********** *******
  ******* **** *************
  *************************************