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:08/03/2026

  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.

  Had a fraudulent account created under REMOVEDservices that has my email, name and is verifying 4 digits of SSN and address but refuses to close the fraudulent account stating that they need a credit card that is not associated with my information. Therefore my personal information is being used and disclosed. Refuses to close the account.

• Initial Complaint

  Date:06/10/2026

  Type:Order 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.

  Company emailed me at 9:11 am today with receipt for $34.99 membership charged YESTERDAY - which I DID NOT ORDER, nor do I have ANY CLUE who they are or how they have my credit card info. They have the email address I have been using for resumes lately, REMOVED

• Initial Complaint

  Date:05/14/2026

  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.

  Trying to withdraw $60.00 out of my bank account after contacting them. Told them I didnt sign up for monthly services. Cant upload.

• Initial Complaint

  Date:03/28/2026

  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.

  Please cancel my subscription asap

• Initial Complaint

  Date:03/17/2026

  Type:Billing 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 IdentityIQ and subsequently cancelled my membership on or around March 12, 2026 via a call with their AI agent. Despite confirming my cancellation, IdentityIQ continued to bill me after the cancellation and also pulled a hard inquiry on my Equifax consumer credit report (Reference No. REMOVED) without a valid permissible purpose.Once a membership is cancelled, any authorization previously granted to access my credit file is revoked. IdentityIQ had no legal basis to access my Equifax report after the cancellation was confirmed, making this inquiry a violation of 15 U.S.C. 1681b of the Fair Credit Reporting Act (REMOVED).The business committed to providing me a credit monitoring service, which I cancelled. Instead, they continued charging me and continued accessing my credit without consent. They have not attempted to contact me, issue a refund, or resolve this matter.I am requesting: (1) a full refund of any charges billed after my cancellation date, and (2) immediate removal of the unauthorized post-cancellation inquiry from my Equifax credit report. I reserve all rights under 15 U.S.C. 1681n and 1681o for willful noncompliance with the REMOVED.

  

  Business Response

  Date: 03/31/2026

  Dear REMOVED,
  

  Thank you for bringing this to our attention. We take concerns like yours seriously and want to make sure everything is fully addressed.
  After reviewing your account, here's what we found: you enrolled in IdentityIQ on March 3, 2026, and successfully cancelled that membership on March 15, 2026. However, you also had two separate active subscriptions at that time; CreditBuilderIQ and a Credit & Debt plan. The CreditBuilderIQ membership was cancelled on March 17, 2026, when you contacted support, but the Credit & Debt subscription remained active and was the source of the subsequent charges.
  

  We've since cancelled that subscription and issued a refund of $5.97.
  On the question of the Equifax inquiry: the access you're referencing was not a hard inquiry and carries no impact on your credit score. It also occurred while your REMOVEDwas still active, which provided a valid permissible purpose under the FCRA.
  

  We did attempt to reach you, and we connected briefly on March 20, 2026. Additionally, we followed up on March 23. 
  

  We believe the refund and cancellation address the core issues raised, but we're happy to discuss further. Please call us at REMOVED.

• Initial Complaint

  Date:03/14/2026

  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.

  I initially was provided with this service by REMOVEDwhich is a reputable company and told me that REMOVEDwould help them In their search so my card was used for the service. However, after being laid off from my job, I cancelled this service. When looking at my account, I noticed several charges to the account. I called customer service and asked for cancellation as well as a refund. He told me per policy they do not provide refunds. However, on 3/13 I was charged again for the amount of REMOVEDafter I cancelled for a second time. I would like all of the charged refunded however if the ball was dropped in October by the credit repair company, at least provide me a refund for March transactions.

  

  Business Response

  Date: 03/31/2026

  Thank you for reaching out, and we're sorry to hear about the challenges you've faced.
  

  We've reviewed your account and our records show that when you contacted us on March 11, 2025, you chose to remain enrolled at that time, which is why charges continued into the following months. We also identified January and February charges tied to past due billing on the account during months you remained actively enrolled.
  

  Regarding the March charge specifically: your account was cancelled on March 15, 2026, and we reached out on March 16 to connect with you directly, though we weren't able to reach you.
  

  We'd genuinely like the opportunity to speak with you and make sure your concerns are fully resolved. Please call us at REMOVED. We're happy to walk through your account and find the best path forward.

  Customer Answer

  Date: 03/31/2026

  
  Complaint: REMOVED
  
  I am rejecting this response because: I tried calling the manager back with the number left on the voicemail but it was not valid. Please give me a call again if possible to discuss. Seems like the issue has been rectified but I want to make sure. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/22/2026

  We apologize for the difficulty connecting. Your call on March 16, 2026, was received outside of our business hours. We made multiple attempts to reach you by phone and follow-up text messages on March 16, March 19, and April 2, 2026, but were unable to connect.
  
  
  At your convenience, please contact us during business hours so we can confirm that your concern has been fully resolved.

• Initial Complaint

  Date:03/04/2026

  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 was charged $14.99/month for 6 months in 2025(Jan 30-July 1,) and then charged $21.99 for 4 months in 2025(July 31-Oct 31,) totaling $177.90 for credit monitoring services that I cancelled several times on the phone in Jan, Feb, and March 2025 after my wife passed away on Jan. 12, 2025. I spent the better part of the year grieving, dealing with my wife's estate issues and trying to run my own business in REMOVEDso it's understandable that I have not had time to audit my bank and credit card statements until just after the one year anniversary of my wife's passing. I just got off the phone with 3 reps at the myscore iq service #REMOVEDbut they kept me on hold for roughly REMOVEDminutes and offered me a one month refund which I refused. Please help me obtain my complete refund for these services which I did not want nor use after the first 7 day trial for $1.00 back in January 2025 which I did cancel on the phone on the 5th day of the trial after I obtained my credit info that I was seeking. Thank you in advance for your time and help.

  

  Business Response

  Date: 03/19/2026

  Dear Mr. REMOVEDand foremost, we would like to extend our sincere condolences for the loss of your wife. We understand this has been a very difficult time, and we appreciate the opportunity to review your concerns.
  
  Our records show that there were three accounts associated with your household: two accounts under your name for IdentityIQ and MyScoreIQ, and one account under your late wifes name. After review, your late wifes account has been fully refunded following the documentation and review process related to her account.
  
  Regarding your personal accounts, our records show that you cancelled your IdentityIQ account on January 21, 2025.
  
  On January 30, 2025, you contacted our support team regarding credit-related questions for your MyScoreIQ account. During that interaction, the account remained active, as there was no request made to cancel the MyScoreIQ membership at that time.
  
  Our records indicate that March 3, 2026, was the first call in which a cancellation request was made for your MyScoreIQ account. During that interaction, we processed the cancellation and issued a refund; however, the call disconnected during the refund discussion before further assistance could be completed.
  
  Following your BBB complaint, we spoke with you on March 7, 2026, where we advised you that refunds totaling $131.94 were being issued for the MyScoreIQ account. On that same date, we also processed the cancellation of your MyScoreIQ account.
  
  We appreciate the opportunity to review and respond to your concerns.

• Initial Complaint

  Date:03/03/2026

  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.

  I started to notice on my bank statement that there were debits coming out of my account from that company. Then it started to show up REMOVEDcompany name, but still the same company. I did try to reach out to them. There was no response. I informed them that I did authorize any charges on my account. She said in order to cancel I have to go to the website login and cancel. However, the email address that they had on file was not mine because I did not authorize it nor would I be able to get into the account because I never opened it during that time I diagnosed with cancer and that was more important once I realize nine months later, they were still taking money out thats when I contacted my bank and started a dispute.

  Customer Answer

  Date: 03/12/2026

  Imma say I did receive a prompt return phone call from the identity company representative was amazing. She was very understanding and she was very patient. She called during the time. It was my birthday. I informed her unfortunately I wouldnt be able to speak to her. She said no problem. Ill talk to you next week. She contacted me today and Imma say it was a very pleasant phone call. The company was very efficient. The company also was able to meet my standards a 10 out of 10 once I was able to speak to someone I had a correct number. The representative was very knowledgeable. She took the time with me. She also listened to any and everything I had to say, and she effectively resolve the situation with extras to go with it. Unfortunately, this was a company that I did not request to have services from but if I could stay with the quality that I received from the representative that contacted me. It was great however there was situation was resolved and I appreciate BBB four help their understanding and also with response

   

• Initial Complaint

  Date:03/02/2026

  Type:Billing 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.

  During part of an application for a personal loan, I foolishly accepted Credit Monitoring for a one-time, very nominal amount. I was assured I would not be charged again as long as the account was subsequently cancelled.I have now been trying to cancel this account, with a company who is charging me $29.99 per month for "Credit Monitoring" (although, there are never any monitoring results included in the monthly receipt they so kindly email to me) since December. I contacted them via email in December asking that they cancel the account. I never heard back. I sent another email in January. Again, no response. Again, on February 4th, 2026, I sent an email. This time, I received a response, and was told the account could only be cancelled over the phone. I called the same day, and was told they could not verify my personal information (DOB, SSN, phone number), and they could not help REMOVEDwant this account cancelled. I do not believe that as a consumer, I should have to go through the hassle of canceling my credit card just because this company wants their $29.99/month.I am asking that they cancel the account immediately, and send me confirmation of the cancellation in writing. Sincerely,REMOVED

  

  Business Response

  Date: 03/19/2026

  Hello REMOVED,
  
  Our records show that you called outside of business hours on Jan. 28, 2026, and Jan. 30, 2026, during which you were unable to complete the identity verification process required to process a cancellation. After receiving your complaint, our team attempted to reach you on Mar. 2, 2026, and Mar. 4, 2026, but we did not receive a response.
  
  Due to the nature of your complaint, we proceeded with canceling your account on Mar. 2, 2026, and a cancellation confirmation email was sent to the email address on file the same day. Additionally, one credit was issued on Mar. 4, 2026.
  
  If you have any further questions, please contact us during business hours at REMOVED.

• Initial Complaint

  Date:02/18/2026

  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 dont remember ever signing up

  

  Business Response

  Date: 03/19/2026

  We have no record of receiving a call from you requesting cancellation since the creation of your account on January 21, 2026.
  
  Our records indicate that we attempted to contact you on February 20, 2026, via phone and left a voicemail, along with a follow-up text message. We made an additional attempt to reach you on February 23, 2026, but did not receive a response.
  
  Your account was cancelled on February 23, 2026. As outlined in the terms and conditions agreed to at the time of enrollment, refunds are not automatically issued.
  
  If you have any further questions or would like assistance in the future, please contact us at REMOVED.