Complaints

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

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  YourScoreAndMore.com

  310 N Westlake Blvd Ste 200 Thousand Oaks, CA 91362-7000

  
• 

  YourScoreAndMore.com

  5951 Encina Rd Ste 208 Goleta, CA 93117-6252

  

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:01/31/2024

  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 was looking at my bank statements and came across some charges I didn’t approve of I called them to dispute the charge never spoke with anyone would get transferred then disconnected

  

  Business Response

  Date: 02/03/2024

  In response to the complaint, our findings show that on 12/15/23, the customer successfully enrolled in a 7-day $1.00 trial membership to Yourscoreandmore.com.  The customer did not contact us during the trial period to cancel the membership or after the membership commenced.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  
  

  In order to create an account, each member must enter his/her first and last name, phone number, email address, credit card number, the three-digit security CVV number on the back of the card, and their billing zip code.  The CVV number and billing zip code provided during the registration were an exact match with what is on file with the cardholder’s issuing bank.  The email address and telephone number used to register the account also match the information provided in the BBB.  The customer also accessed their credit score and viewed other features, so they would have had to answer personal questions from public records that only they would have known.  We have no access to the customer’s personal or financial information.

  
  Customers may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page, to cancel their service.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on her monthly credit card statement.  Again, the customer did not contact us during the trial period. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  
  

  On 1/18/24, the customer attempted to call our customer service center but the call was disconnected before reaching a representative. We have no other record of the customer contacting us.  We have no reason to doubt the validity of the charges.  As a one-time courtesy, we have provided the customer with a refund. Please let us know if you require further information.

• Initial Complaint

  Date:01/12/2024

  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.

  This company keeps taking money from my ACCOUNT and i unsubscribe from this company why do they keep taking my money.

  

  Business Response

  Date: 01/21/2024

  In response to the complaint, our findings show that on 11/30/2023, the customer successfully enrolled in a 7-day $1.00 trial membership to YourScoreandMore.com - the ultimate resource for obtaining your credit score and protecting your online identity. The customer did not contact us during the trial period to cancel the membership. As per the acknowledged membership agreement, the customer was charged a weekly subscription fee. All of these details, including trial length, trial price, and the monthly membership fee can be found on the sign-up page, our Terms and Conditions page, and the Welcome Email that is sent out immediately upon sign-up.
  
  Customers may cancel their accounts by contacting our customer service center daily during hours of operation or by emailing us anytime.  Our contact information can be found on our website, in Welcome Email, and adjacent to the charge on the bank statement.
  
  At this time, we have no reason to question the validity of these charges. As a sign of goodwill, we credited the customer account the weekly membership fee.

• Initial Complaint

  Date:01/08/2024

  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 keep calling and they say they are open Sundays. Then the phone hangs up. I sent them an email with no response. They keep taking out money from account weekly.

  

  Business Response

  Date: 01/17/2024

  On 12/24/2023, the customer enrolled in a 7-day $1 trial to YourScoreandMore.  The customer did not cancel the service before the trial ended.  Instructions on how to cancel are provided on the website, and in the Welcome letter is sent immediately after registration.  Per our website's terms and conditions, the customer was charged the weekly membership fee. Note: The customer must acknowledge the terms and conditions to participate in the trial.  
  
  Our records show that the customer contacted our center three times on 1/7/2024. The customer waited for an agent in the queue, but the call was disconnected before reaching the agent.  We have no record of any telephone issues on 1/7/2024.  The customer also sent an email requesting cancellation and refund on the same day as the calls to our center.  The email was processed, and the charge of $9.94 that was billed on 1/7/2024 was voided as a courtesy.
  
  Please let us know if we can be of further assistance.

• Initial Complaint

  Date:01/04/2024

  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 have contacted the email listed on their website, [email protected], twice in an attempt to cancel my paid membership subscription. The first time I emailed was 11/6/23 and the second was 12/1/23 but I didn't receive a response either time and got charged again on 12/11/23. I emailed from an email that is not associated with my account but still provided that email to them as well as other identifying information.
  
  I once again attempted to contact them this morning, 1/4/24, through the "contact us" form on their website but as my renewal date is approaching (based on prior billing, the actual renewal date is not even visible in my account) and I don't want to be charged again I want to make sure my request is heard. I do not want to call or be called by them, the website says I can cancel online and they promise a 24 hour typical response time which has not been my experience.
  
  All I want is to have my subscription cancelled, not be charged in the future, and to have the 12/11/23 charge of $19.94 refunded.

  Customer Answer

  Date: 01/04/2024

  This complaint has been resolved over email with the company. No further action is needed at this time.

• Initial Complaint

  Date:01/03/2024

  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 am trying to cancel my account as this bills be $9 a week. No one answers the phone and it hangs up when I press 2 to cancel. I cannot cancel online as it makes me cancel. Please help I want the account canceled and no further charges

  

  Business Response

  Date: 01/07/2024

  In response to the complaint, our findings show that on 12/18/2023, the customer successfully enrolled in a 7-day $1.00 trial membership to YourScoreandMore.com - the ultimate resource for obtaining your credit score and protecting your online identity. The customer did not contact us during the trial period to cancel the membership. As per the membership agreement that the customer acknowledged, she was charged a subscription fee of  $9.94. All of these details, including trial length, trial price, and the membership fee, can be found on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign-up.
  
  Our phone records showed the customer called in on 1/2/2024 and successfully canceled his account using the automated system.  We checked our phone logs, and there are no other occurrences of the customer contacting us. The charges are valid.
  
  We have credited the customer the most recent subscription fee as a one-time courtesy. Please let us know if you need any further information.

• Initial Complaint

  Date:11/13/2023

  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.

  Needed credit score and never got it plus they charged me once $1 and another $2.95. Told me I would get a cancellation email and never received it

  

  Business Response

  Date: 11/18/2023

  The customer registered for a $1 30 day trial of YourScoreandMore on 11/10/2023.  In order to access the credit score, customers must answer personal questions that only they would know the answers.  The customer failed the verification process and was unable to view her scores.  The other benefits of the program remained active.  On 11/13/2023, the customer sent an email requesting cancellation.  The account was immediately canceled upon receipt of the email and a cancellation email was sent.

  Since the customer was still under the trial offer, she did not incur any charges.  We believe that she may be confusing us with another provider with a similar service. Please have the customer checked her bank statement.  

  

  Business Response

  Date: 11/18/2023

  The customer registered for a $1 30 day trial of YourScoreandMore on 11/10/2023.  In order to access the credit score, customers must answer personal questions that only they would know the answers.  The customer failed the verification process and was unable to view her scores.  The other benefits of the program remained active.  On 11/13/2023, the customer sent an email requesting cancellation.  The account was immediately canceled upon receipt of the email and a cancellation email was sent.

  
  Since the customer was still under the trial offer, she did not incur any charges.  We believe that she may be confusing us with another provider with a similar service. Please have the customer checked her bank statement.  

• Initial Complaint

  Date:11/06/2023

  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 don't recall subscription to this business and I want a refund.

  

  Business Response

  Date: 11/11/2023

  In response to the complaint, our findings show that on 9/18/2023, the customer successfully enrolled in a 7-day $1.00 trial membership to YourScoreandMore.com - the ultimate resource for obtaining your credit score and protecting your online identity.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, she was charged a subscription fee.  All of these details, including trial length, trial price, and the membership fee, can be found on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon signup.
  
  In order for us to bill the credit card, the customer’s card issuer approved the billing zip code and address/AVS entered by the customer.  We also require customers to enter a credit card CVV number to finalize the transaction.   In addition, the email address and telephone number listed on the BBB complaint match our records.   We have no way of knowing any of this information. 
  
  On 11/6/2023, the customer contacted our center and requested us to close the account.  The customer also asked for a refund.  Our representative canceled the account and refunded the most recent charge.  
  
  Since the customer has already been refunded, we consider the case closed.  Please let us know if we can be of further assistance

  

  Business Response

  Date: 11/13/2023

  Date Sent: 11/11/2023 8:38:42 AM

  In response to the complaint, our findings show that on 9/18/2023, the customer successfully enrolled in a 7-day $1.00 trial membership to YourScoreandMore.com - the ultimate resource for obtaining your credit score and protecting your online identity.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, she was charged a subscription fee.  All of these details, including trial length, trial price, and the membership fee, can be found on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon signup.

   

  In order for us to bill the credit card, the customer’s card issuer approved the billing zip code and address/AVS entered by the customer.  We also require customers to enter a credit card CVV number to finalize the transaction.   In addition, the email address and telephone number listed on the BBB complaint match our records.   We have no way of knowing any of this information.

   

  On 11/6/2023, the customer contacted our center and requested us to close the account.  The customer also asked for a refund.  Our representative canceled the account and refunded the most recent charge. 

   

  Since the customer has already been refunded, we consider the case closed.  Please let us know if we can be of further assistance

• Initial Complaint

  Date:10/27/2023

  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.

  Keep getting charged 9.94 on debit card for something I know nothing about. Please close the account. I didn't authorize this transaction.
  Thank you,
  C******** * *******

  

  Business Response

  Date: 10/28/2023

  In response to the complaint, our findings show that on 10/16/2023, the customer successfully enrolled in a 7-day $1.00 trial membership.  As per the membership agreement, the customer acknowledged we attempted to charge the customer the weekly membership fee of $9.94 after the trial.  The charge was declined.  These details, including trial length, membership fee, and cancellation process, can be found on the sign-up page, our Terms and Conditions page, and the Welcome Email sent immediately after registration.
  
  In order for us to bill the credit card, the customer’s card issuer approved the billing zip code and address/AVS entered by the customer.  We also require customers to enter a credit card CVV number to finalize the transaction.  In addition, the email address and telephone number listed on the complaints match our records.  The customer also accessed her credit score and viewed other features, so she would have had to answer personal questions from public records that only she would have known.
  
  The customer subscribed to the same trial on 6/18/2019.  The customer requested a refund and was granted a one-time courtesy credit of $29.94.
  
  As stated previously, the customer was not charged a subscription fee on the active account.  The charge was declined.  We have canceled and banned the account.  Please let us know if we can be of further assistance.

• Initial Complaint

  Date:08/15/2023

  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.

  On August 14 2023 a debit was taken from my account. Showing my companies phone number ###-###-#### but stating it was Netflix.com. contacted netflix questioning amount they have no records of taking such an amount bank said request came from yourscoreandmore.com which they did not have my permission to do so. S**** with K**** (supervisor).. she stated would not be refunding money back

  

  Business Response

  Date: 08/24/2023

  Hello,
  Thank you for bringing this complaint to our attention. We have reviewed the complaint made by our mutual customer. Please see our findings below:

  
  On 07/14/2023, our mutual customer subscribed to a Single Protection Plan membership with a 7-day $1 trial and a $7.94 weekly membership fee. The trial period ended on 07/21, and our system attempted to bill the customer. The transaction failed due to insufficient funds, and we could not collect the membership fee until 8/12.
  All the customer information provided to BBB matches our records: name, phone number, and address. This indicates that the registration for this membership was indeed valid.

  
  The customer reported an unauthorized charge of $13.58 on 08/13. However, after reviewing our records, we found no other account under her name, email, or phone number and no record of any other charges besides the $1 trial and one $7.94 weekly membership fee. Although our Terms of Use state that our fees are non-refundable, the first representative who assisted the customer went ahead and made an exception and processed a refund of $7.94.

  
  We understand the customer's frustration and have offered to investigate the matter further with her bank on a 3-way call, but the customer declined. At this time, we have no other routes to investigate and believe this matter to be resolved to the best of our ability.
  

  
  

• Initial Complaint

  Date:07/17/2023

  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 signed up for a 7 day trial and I sent a request for it to be canceled the same day I waited for a response and didn't get one back so I called as soon as I called a emailed came through that my request was processed so I hu Iooked at my account a seen a pending charge I sent another email another no response so I called a talked to some who stated they received one email and not the other but also provide no reason why I didn't get a response only that subscription was canceled after the charge then sent me a form to fill to consider giving me a refund that website is a complete scam

  

  Business Response

  Date: 07/18/2023

  We have searched our records, and we are unable to find any evidence that the customer contacted us to cancel the account. As the customer indicated in the complaint, she received a cancellation email when she recently contacted our center and canceled the account. Since the charge was valid, our representative requested the customer complete a refund application for consideration. The customer agreed to return the form. The customer did not return the form. As a one-time courtesy, we have granted the refund.

  Customer Answer

  Date: 07/18/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20323810, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  P******* ********