ComplaintsforLookout Inc.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid the business ***** for a mo th subscription, I then went to the website to cancel as it states to do. They told me I got an email that I had to call and cancel which I did not recieve. They were trying to take another month directly after I cancelled even though they jad just billed me and got the money. There was no reason for another charge. Thankfully they were not able to access my account. I requested a manager which is per the *** guidelines if requested by a consumer you may have your call escalated and I was told several times there was no manager or supervisor on duty. I explained that I would be reporting them and he asked me to be professional. That is professional as it's a scam to try and bill again after getting money for services.

  Business response

  09/07/2023

  We can only positively identify an account by the email address of the customer. In this report, that detail is omitted - intentionally. This means I cannot even investigate if there was a correspondence with my team. Add to that, my team would never advise a phone call as we rely on the email address as the only true valid means to authenticate an account.
  
  I would like to make this right by the customer after investigating the issue but unfortunately, without the user's email address, my hands are tied. The user can either respond to this complaint with the Lookout registered email address or open a ticket ************************************ with my team via the Lookout registered email address. That is my only way to begin to address this situation.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for Lookout Basic and later on they asked me about a feature but did not show any info about it was a Premium feature. So they charged me $99.99 for Premium via a deceptive question. I wrote them and asked for a refund but they haven't had enough time to respond. Thank You

  Business response

  10/24/2022

  This is a bit of a puzzle and I think my team was confused about the issue. This user has had our ******************** since 2021. Reviewing our records, the account made use of the *************** in the past. There was a recent renewal of the service and an associated charge. The request onOct 23 was "I did not want Premium. I think I clicked on a question and it added Premium. Pls credit all Premium and basic charges because your app was designed to trick me. Thank You". 

   

  I have provided the requested refund and moved the account back to our free tier.

  Customer response

  10/24/2022

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We started receiving emails from Lookout maybe 2 months ago. No advance warning, no explanation just a weekly email that says below is a summary of your lookout mobile endpoint security... 0 devices activated.I checked with my phone provider and they say it is a service and they (lookout) will send you login info. I contacted info lookout and they claim i should have gotten an email from them on July 5th. No such email exists. As they do not have any phone service no one can call them and so that is a problem for any REAL security services as their response time is at their will and not in the customers best interest, as a security person, this only add delays in support. I have even gone as far as reporting them as spam and nothing. Not even a resent email on how to login and or cancel.

  Business response

  08/30/2022

  Lookout is a partner with ******** in this case the Small Business product ( as evidenced here https://www.verizon.com/business/products/security/mobile-device-endpoint-**********************/mobile-threat-defense/lookout). The ***************** group has a contract with ******* that includes the Lookout product, hence the connection. If there are questions as to why your ******* account includes Lookout, you will need to consult with them. Lookout simply takes the ******* order and provisions our service as directed.

   

  If you would like to access your Lookout account, our advice in the ticket is still valid:

  Your username is *********************************. You can access your account at app.lookout.com.

  The account seems to have been created with ********************* as the primary point of contact. 

   

  Here's the creation event we referred to in the support ticket opened:

   

  {
    "raw_event": {
      "type": "AUDIT",
      "id": "*********",
      "eventTime": "2022-07-05T20:28:02.000Z",
      "changeType": "CREATED",
      "actor": {
        "type": "ADMIN",
        "id": "***********************-####
      },
      "details": {
        "type": "ADMIN",
        "attributeChanges": [
          {
            "name": "email",
            "to": "*********************************"
          },
          {
            "name": "name",
            "to": "*********************"
          },
          {
            "name": "role",
            "to": "customer"
          },
          {
            "name": "guid",
            "to": "078d2b19-ff28-4b27-b897-####
          },
          {
            "name": "state",
            "to": "active"
          }
        ]
      },
      "target": {
        "type": "ADMIN",
        "id": "***************************
      }
    }
  }

• Initial Complaint

  01/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since October of 2020 Lookout has been charging me $4.00 a month for a subscription I already have through ****** Play. I have reached out to Lookout ********************** to investigate this and The Support has either Denied it even when I provided the proof of screen shots of these transactions from my Bank Statement and even when My bank can only dispute the last 2 to 3 transactions. I do not live dollar to dollar so a $4 transaction along with the same $4 transaction looked like it was the same, however My bank has recently confrimed they are not and the Rogue Charger is Lookout. Tmobile opened an investigation into Lookout and so has My bank but so far to know avail. I have personally reached them no less then 15 times. My method of payment on My Lookout account says ******-Play but Lookout Mobile support has been charging me as well. I will load one or two transaction of this occuring but It is occured every month from October 2020 to December 2021 of the double charge. I indicated to Lookout support that this was important and they have been incorrect on the answer or have stated it is not occuring in email. I have the email where they are claiming denial, While ALONG with acknowledging that my Sub is through ****** pay, Which I am getting charged for, So there is no reason Lookout should be also independently of ****** Play be charging me at the same time. They have not been helpful. I informed Lookout Support that if they can not help me which it is demonstrated that they can not through their Support platform that I would have no recourse but to seek third party mediation which I am doing now.

  Business response

  01/13/2022

  We would be happy to help this customer. We have no record of an email from them in our system. If they could please email us to ************************************ we can try to find their account and rectify the double charges - which seem to stem from 2 separate billing systems.

  Customer response

  01/14/2022

   
  Complaint: 16400624
  
  I am rejecting this response because: I have sent no less then 15 emails to this same email and Lookout keeps responding that the Double charges are not happening but the Payee that is withdrawing from the transaction Comment is Lookout Mobile Security. I have also Multiple emails of these screen shots and the response was that it is not occuring even after looking at the Screenshots. I will do it again but based on the support from this inbox it will not be acknowledged.
  
  Sincerely,
  
  *************************

  Business response

  01/14/2022

  I don't know what channel the user attempted but there was ZERO inbound requests from ************************. I checked a number of sources. 

   

  If the user could produce copies of the requests, I would be happy to investigate. Screenshots or email receipts would be acceptable.

   

  The user did send in their FIRST ticket to our support system (#********) at 09:22 hours today and we engaged immediately after some investigation. See screenshot.

  We found the user had activated our premium service on both ****** Pay and directly via their cc. We cannot locate the CC charges so need more information to track down the transactions and rectify the situation. Without that we may be at a loss to identify the duplicate charges and refund them - which we are happy to do once we locate them. This is all documented in our support ticket (#********) the user has been in contact with us in.

  Customer response

  01/14/2022

   
  Complaint: 16400624
  
  I am rejecting this response because: I do have at least 12 document emails including one where the same respondee on the current ticket responded to an older ticket. How would the business like all of these emails and responses from the support team?
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Goes back to Early 2019. I am on auto pay for phone **** (have been forever) so I didnt realize this **** was being charged to my Phone **** thru Sprint. Sprint research and are saying its an "app". So I looked thru my apps and I HAVE NEVER downloaded this app. I am very careful not to open spam msgs, however, somehow this was maliciously billed and charged even though with Apple phones (you can see history of every app INSTALLED & every app DELETED and there is NO history of it ever being downloaded. Additionally, I looked up on line thru the BBB and this has happened to other individuals. Additionally if you were to look up the company online it says "free" so they are scamming people who really want the service.

  Business response

  12/22/2021

  We get very little information from Apple about billing issues. If this was instantiated by the carrier (is it Sprint?) that is an opt-out offer and would require the user to do so with the carrier and/or Apple. Please send us an email to ********************************** as we have not heard from the user directly before this and we should be able to provide more specific guidance.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not knowingly enroll enroll in this service. I ask that this service, plan & charges be removed from my credit card.

  Business response

  10/14/2021

  We cannot identify an account to rectify this issue with the information given - nor is there a support request from this user. We need the user's registered address to be able to process any request specific to an account.

*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. ↩