Complaints

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:11/24/2023

  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 applied to LiveOps from Indeed. It was a job posting for a remote working customer service agent. The recruiter reached out to me, telling me that a background check was required, and I was responsible for paying for it. This is something that isn't out of the ordinary, as I had to do the same thing in order to be a substitute teacher. After paying $25 for the background check, and waiting about 10 days, I was sent an email with my acceptance to the company. The only problem is, it's not a job. It's and independent contracting position, where there are hours of unpaid mandatory training that is required prior to accepting any open positions through companies. It's illegal to require training and not pay the employee for it, so I was upset. Then, after I paid the the fee for the background check do I find out that I'm not an employee. I'm a contractor and I can work all the hours for free as mandated by LiveOps. This company deceived me, lied to me, and took my money and will not refund it. I'm a disabled veteran, that requires a remote job, and they preyed on my disability and desperation to work. They owe me $25

  

  Business Response

  Date: 12/01/2023

  First, let me thank you for your service! Many Liveops agents are also veterans, like yourself. I also want to thank you for your message regarding your Liveops application on Indeed. In reviewing your application, you did apply to be a Liveops agent, which is an independent contractor position. As an independent contractor with Liveops, you partner with Liveops under an Independent Contractor Agreement and provide services to customers on behalf of Liveops clients. Independent contractors are not Liveops employees; instead, they work for themselves as small business owners and receive a **** form at the end of the year instead of a W2 form. You can learn more about being an independent contractor with Liveops at ****************************************.
  
  If you are interested in a Liveops employee position, I would encourage you to visit ****************************************************** view and apply for available positions. I have reopened your Liveops ************** support case and look forward to communicating with you further there to determine next steps. 

• Initial Complaint

  Date:10/24/2023

  Type:Order 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 signed up for this company over an year ago, paid the fee for my background, and yet, theres always an issue with getting jobs or dealing with their bogus system/facilitators. I was kicked out of a problem due to their system issue and instead of them looking more into it, I get nothing besides, oh just reapply. These companies want you to pay a fee to get no jobs and when you do, they have nobody to help you.

  

  Business Response

  Date: 10/30/2023

  Thank you for your message. After reviewing your case with the support team, it appears that you applied for and were rostered into 3 different certifications since you contracted with Liveops early this year. I'm sorry to one of these programs was not the right fit for you.  If you would like to be considered for a new certification, please access current and upcoming classes on the Opportunities Dashboard.
  
  If you would like to discuss in more detail, please send us an email at ********************************* or you can always connect with the Liveops Support Team here: *************************************************************************************************

  Thank you again for reaching out. 

• Initial Complaint

  Date:09/15/2023

  Type:Product 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.

  Earlier this week I went through the entire onboarding process, and paid for my background check only for them to terminate my contract because I was unable to log into the agent portal and they were unable to resolve the issue. Instead of explaining to me what the REAL issue was they sent me this email: Account Terminated: Material Breach of Contract] Your contract has been terminated due to a material breach of contract. Due to your breach of contract, your business is ineligible to contract with Liveops in the future. Material Breach of the Independent Contractor Agreement resulting in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops: 5. Participating in any other activity which could be deemed fraudulent, illegal or grossly negligent. (e.g. writing down or stealing credit card numbers, making fraudulent claims to Liveops ****************** etc.). Agent information has failed a component of Liveopss security check process and are no longer eligible to provide services on behalf of Liveops ****************** LLC. I was completely onboarded and passed and approved on 8/23/2023 and than I get this insulting email above. Reaching anyone for a explanation is impossible and they block your email after you send a support ticket! I was sent my credentials and 2 days later I got the message above after passing everything and paying the background check of $24.99

  

  Business Response

  Date: 09/25/2023

  Hi ******, 
  Thank you for your message. Liveops uses a third-party security check. Looking into your account, your information did fail, causing the termination of your agent account. The third-party who conducts the security checks only provides Liveops with a pass or rejection, so we are unable to expand upon the information that caused the security fail.
  
  After reviewing your case with the support team, we would be happy to conduct a manual document verification and if that passes, your agent account would be reinstated. If you have any questions or would like to move forward on the manual verification check, please reach out to our Talent Acquisition team by submitting a support ticket using this link:  ***********************************************************************************
  

  Customer Answer

  Date: 09/25/2023

  Hello,

  I received my official passed everything and singed all paperwork and a email my background check had passed etc. The email you include here is no good and that link they provided does NOT give a way to contact them for manual compliance request.

  

  Business Response

  Date: 11/29/2023

  Thank you for your message and great apologies for this delayed response via the BBB site. I see that your issue was resolved through our Liveops ************** back in September and that your agent account was reinstated. If you have further questions about this issue, please submit a support ticket using this link:  ***********************************************************************************

  Customer Answer

  Date: 11/30/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/29/2023

  Type:Order 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.

  Earlier this week I went through the entire onboarding process, and paid for my background check only for them to terminate my contract because I was unable to log into the agent portal and they were unable to resolve the issue. Instead of explaining to me what the REAL issue was they sent me this email: Account Terminated: Material Breach of Contract] Your contract has been terminated due to a material breach of contract. Due to your breach of contract, your business is ineligible to contract with Liveops in the future. Material Breach of the Independent Contractor Agreement resulting in the immediate termination of the Contractor Agreement as well as any other Contractor Agreement which Contractor may have in place with Liveops: 5. Participating in any other activity which could be deemed fraudulent, illegal or grossly negligent. (e.g. writing down or stealing credit card numbers, making fraudulent claims to Liveops ****************** etc.). Agent information has failed a component of Liveopss security check process and are no longer eligible to provide services on behalf of Liveops ****************** LLC. Mind you I NEVER even got a chance to log into the portal. How dare you accuse me of doing something illegal because your tech support could not resolve my log in issue on their end. Receiving that email was extremely insulting. I am not a criminal and I don't appreciate being labeled as such. I tried reaching out to them but my email was instantly rejected. I have no idea what happened and would like some answers asap. I wasted $24.99 on a background check.

  

  Business Response

  Date: 09/05/2023

  Hi there, 
  Thank you for your message. Liveops uses a third-party security check and your information did fail, causing the termination of your agent account. The third-party who conducts the security checks only provides Liveops with a pass or rejection, so we are unable to expand upon the information that caused the security fail. We understand how frustrating it is to have issues logging into the Liveops agent portal, but the log in issues were unrelated to the contract termination. 
  
  After reviewing your case with the support team, we would be happy to conduct a manual document verification and if that passes, your agent account would be reinstated. If you have any questions or would like to move forward on the manual verification check, please reach out to our Talent Acquisition team by submitting a support ticket using this link:  ***********************************************************************************

  Thank you again for reaching out. 

• Initial Complaint

  Date:08/07/2023

  Type:Order 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.

  Paid for live ops but never got a job at all even was charged for a drug test as well but never received employment what so ever would like a full refund of my money they keep sending emails like ******** post

  

  Business Response

  Date: 08/10/2023

  Hi there,
  Thank you for reaching out. Based on the information you shared, it is possible that you were connecting with someone who is not legitimately affiliated with Liveops. The situation you described doesn't align with how Liveops staff communicates with the agent community.
  If you would like to share more information to confirm, please share feedback to ******************************** so we can investigate further.
  
  You can also learn more about common recruiting red flags (including what Liveops does and doesn't do as part of agent onboarding), by visiting this page: **********************************************************************;

  Thank you. 

• Initial Complaint

  Date:07/26/2023

  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.

  This company handles the ************ platform. Since they took over the program they give phone calls to people they like, and pick and choose who gets the most phone calls. They are completely unethical. They make it hard for people to support themselves by taking opportunity away. They hide your talk time, so you have no idea how they come to your pay. ******************* allows agents with a low Teir to get more phone calls then a person with a high tier. They are not transparent at all. Beware of this company.They basically drove me off the program because I could not afford to sit there for 8 hours and get no phone calls.

  

  Business Response

  Date: 07/28/2023

  Hi *****,
  Thank you for your message. After reviewing your case with the support team, we wanted to provide information on call routing for the program referred to in your case. This client has chosen to route calls to Liveops agents by performance tiers and Liveops is contractually obligated to follow through on that routing request. All call routing is automated based on the clients performance tiers and Liveops staff has no ability to alter this routing. Liveops has provided resources to educate agents about performance tier algorithms, the monetary structure of these tiers, and how to grow your business with this program. This information can be found pinned to the Resources section in Liveops Nation. If you have any questions about how performance tiers work or client metrics for this program, please reach out to your support team by submitting an LSC ticket. This support team does offer 1:1 sessions when requested and would be happy to assist you in building your business.

• Initial Complaint

  Date:07/14/2023

  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.

  Starting 7/7/2023, I received a CE for long after call work on my business account. I was just ending my second week in production. I placed a LSC ticket asking for clarification/resolution, as it states in their graduation email we have 90 days to get up to metrics before they start ****ing our accounts negatively.What I got for a response on Sunday, 7/9/2023 was a generic script that I should make a 1:1 appointment. I did so, but had to reschedule due to a medical emergency for my animal. I rescheduled and, albeit sick, showed up for the rescheduled meeting. The *** did not show up. No one bothered to inform me through Teams or email that she had internet issues and would not make it to our meeting.7/13/2023, the day this happened, I requested an expedited 1:1 with another *** if possible. I received the same generic response as I did on the previous Sunday, which did not answer my question. I updated my LSC ticket to reflect that, to which they have just left it sitting in open status with no resolution.Today, 7/14/2023, I created a new ticket requesting, once again, an expedited 1:1 or to have my concerns addressed higher up the chain of command. To this point, it is still unresolved and has yet to be acknowledged. I am especially concerned because they sent me another CE **** on my business for the same reason as the first, but for my 2nd week of production - still less than 90 days from leaving nesting.I am trying to get a response to my concerns and have this issue handled with adequate customer service (something they've paid us to do well, but don't seem to implement themselves).

  

  Business Response

  Date: 07/25/2023

  Hi ******, 
  Thank you for your message. After reviewing your case with the support team, it appears that your LSC tickets have been answered and you were able to meet with a support team member 1:1 on Thursday, 7/20. During that time, it was noted that you were a part of an earlier certification class where the 90-day grace ****** for client metrics was in effect. Therefore, your compliance events (CEs) were reversed. To view all client metrics for your program, please review the document pinned to the Updates section in Liveops Nation. If you have any questions about these metrics moving forward, please reach out to your support team in Teams or submit an LSC ticket and the team will help with resolution.

• Initial Complaint

  Date:06/26/2023

  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.

  Liveops nation has zero way to contact them, and their website is never functioning correctly. They advertise to help find work but I cannot make it anywhere close or even file ticket complaints because of flaws in their website.

  

  Business Response

  Date: 07/27/2023

  Hello ****, 
  
  Thank you for your feedback, and Im sorry to hear about the challenges youve encountered. If you need assistance, feel free to reach out to the support team by logging into Okta and then clicking the Liveops ************** channel. If you are locked out of Okta or cannot access your agent account, please submit a ticket here instead: ***********************************************************************************  and well get back to you as quickly as possible. 
  
  We look forward to being able to help you.

• Initial Complaint

  Date:06/20/2023

  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.

  My name is ********************************* and I was employed by LiveOps a *********** in **********, ******* for 9-1/2 years/ I was terminated by them last Thursday without any warning. I had been disciplined a few weeks ago by deactivation and I had a meeting with an individual on this matter. I thought everything was cleared up, but unfortunately it was not. When I went in to login to my work station on May 17, 2023 I was met with a message saying that my contract had been terminated. There was no explanation. I emailed them and told them that under federal law that I was entitled to an explanation. They sent me an email stating that I had breached my work contract with them by not dispositioning my calls correctly and not hanging up the phone after the customer hang up. I sent an email to ***************************, the *** and he turned me over to one of his senior vice presidents. She stated in her email that I had "cheated" LiveOps out of money by not hanging up the phone readily when I finished talking to the customer. Last year I only made ****** with ********************** and my salary every 2 weeks never went over ******. I have social security and retirement from the ****************. I supplemented with working for LiveOps. Sometimes customers will go overboard and tell you their life story and sometimes you cannot get them off the phone. Sometimes you have to explain in depth just exactly what they called in for, especially the ******** calls.Sometimes they use foul language and use the *** word every other word and sometimes you just have to hang up on them in order to not listen to them anymore. They said when I was not hanging up I was I was not accepting any more calls and I prevented the client from receiving inquiries their product, but this was not the case. When some uses the * word constantly in a conversation is not appropriate to discontinue the call. I can provide you correspondence with ****************** and to various supervisors with whom I have had correspondence. They say this problem with me has gone on for 2 years. An auditor felt like I was not hanging up after I got off the line with the customer. Sometimes the customer hung up after we finished, but I did not and sometimes there was no one online. I see a psychiatrist and they prescribed me medication such as Zoloft (sertraline generic) and Abilify. Both these medications cause memory loss. Sometimes attention span on these 2 medications is a side effect. I have explained this in depth to them and still they do not want to check into it. I cannot get a job back with them because it is their policy that once you are terminated you do not get your job back. I am just filing this complaint because I have been judged wrong by them. I did not intentionallycheat LiveOps out of additional salary. I would appreciate any help you can give. I was constantly given compliant events because of this and sometimes I was not notified that I had gotten any compliance events and these added up. It was almost weekly that I got one. I would like to know if the auditor has middle ** ties. Does she live in Baldwin County, Jones County, or Hancock County. I believe the auditor was biased. I did not start receiving the CEs until I mentioned that I worked for LiveOPs to a *************************** that I used to work with. There were problems between me and ****************. She has since passed away and I would like to know if the auditor knows *************** or some of ******************** relatives. I do not think LiveOps is a fair and just company in the way they terminate individuals from employment. They do not listen to the employee they just pass judgment and that is the end game. I would appreciate some feedback on this. I was fired On Thursday, May 17, 2023. I would like either compensation or my job back and the auditor to be dismissed or disciplined. The person ****************** turned it over to investigate did not even talk to the auditor, she just took the auditor's word. She never listened to the call in question. LiveOps has a lot of updating to do with their system, maybe they should look into trying to hire more competent IT people than they had. I submitted 2 support requests because of the calls asking them to forgive the long call and not give me a CE. Then the other call was about the phone panel. I was having difficulty with my phone panel and I requested that the support staff assist me with the problem. They did not do anything about either request. The answer the support staff was noted a day after I had been terminated and the only thing they asked me if my problem had been resolved. The problem with the phone panel was that the phone would ring and I could not answer them and I had to disposition the call the best way I could. The phone panel was a web based phone panel that they came up with to answer calls. I used to have a landline phone and that was better for me. I could control the situation better with hanging up the phone.

  

  Business Response

  Date: 06/28/2023

  Thank you for your message, and apologies on the delay in response as we needed to discuss the events internally before we were able to come back with a reply. The feedback from the inquiry shows that there are many instances of very long periods of non calling/talk time, that were submitted for invoicing/payment. Whether intentional or not, this does violate your Independent Contractor Agreement, and nullifies the contract itself. I do wish you well and appreciate your email and explanation.

  Customer Answer

  Date: 06/28/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/13/2023

  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.

  My Business was removed with no explanation this morning. I sent in several tickets to Liveops Support today and no response. Im not able to access Slack, Five9 or Shiftboard. I emailed my ARA and no response. This is a total inconvenience to me and my family. I am a single mother with a special needs child, and this money was to help me pay my mortgage and feed my children. I think its totally unprofessional to just kick someone out of the system with no explanation and no response from support. I will not recommend the company to anyone. Ive been in tears all day behind this. Someone needs to contact me ASAP with a reason to why this happening.

  

  Business Response

  Date: 06/16/2023

  We have been in contact with this agent.  This agent, along with several others, was removed in an internal system error.  The process of reinstatement was initiated on Wednesday and may take 48 hours. The agent will be notified when she is reinstated.