Complaints

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• Initial Complaint

  Date:07/29/2025

  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.

  My mother clicked on an ad for this company and somehow ended up signing up for a service and this company was charging her $49 / 2x month. She is 88 years old with early onset Alzheimers. I caught the charges on her credit card and called the company today and explained. There were 3 charges. They told me 2 fell inside of the cancellation period but that 1 was outside the refund period (by one day!!!!!) and refused to refund the money. While i understand cancellation periods and if i had made this mistake i would accept that. But an 88 year old woman who didn't even know what she had done living on a fixed income and they are holding to that policy for a 1 day over cancellation. Absolutely heartless and unreasonable. Would never ever ever do business with the company again. I am her daughter and tried to reason with Invisus but 2 x appealing to a manger with a flat NO.

  

  Business Response

  Date: 08/14/2025

  For privacy and security reasons, we don't allow anyone but our customer to make changes to accounts, including cancellation.  When our customer's daughter called and stated her mother has Alzheimers, we made an exception to that policy and allowed the daughter to cancel her mother's 2 accounts.  We have these cases from time and time with older customers and always do our best to work with the customer and/or their legal guardian to remedy any concerns.  In this case, we cancelled both of the customer's accounts right then at the daughter's request. 

  Our 30-day refund policy is clear and posted all over our enrollment pages, terms of service, order confirmation and welcome emails we send to the customer. This customer had 2 accounts, one that was within our 30 day money-back period.  We canceled and refunded the payment for that account as we do for any customer canceling within their first 30 days. This customer's 2nd account was older than 30 days, and she had signed into this account, activated her ID theft monitoring and other protections. She already paid for her 2nd month of protection - 2 payments total.  The customer's daughter decided her mother didn't need our cyber protection services, and we cancelled that account also.  We made an exception to our policy and agreed to refund one of the 2 payments even though this account was activated and was beyond our 30 day money-back period.  We believe this was a fair compromise.  We are sorry our customer's daughter doesn't think this was fair on our part.

  Customer Answer

  Date: 08/15/2025

  
  
  Complaint: 23671089
  
  
  
  I am rejecting this response because to take advantage of an 88 y.o. woman with Alzheimers for a 1 day breach, i called at day 31 is ridiculous.  I hope you feel good taking $50 from someone living on a fixed income!!!!!  Absolutely unacceptable.
  
  
  
  Sincerely,
  
  
  
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