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: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******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/07/2023

  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.

  They took 35 dollars out of my account several days after my card did not go through for the 1.00 I cancelled the order same time my card did not go through for a dollar I was afraid it was a scam so I immediately canceled order. And yet they still took out 35. I’m a single parent on dissabity im raising my special need son I live on a very tight budget I can’t afford nothing extra that 35 dollars they took out is a whole week worth of groceries I need to pay my rent and bills I cannot pay my bills on the money I use for my groceries and now I’m having to pay money I use to buy food I hardly get any ebt. Can someone please help me this is not right I’m thinking of calling the disability bureau consumer affairs. Any one have any suggestions! Than you for letting me share

  

  Business Response

  Date: 07/10/2023

  On 6/29/2023 at 6:20 pm, the customer called, and the call was disconnected.  The agent made several attempts to contact the customer with no success.  The customer called again at 6:26 pm requesting assistance due to the credit card being declined for the $1 trial fee.  Although the credit card was declined, the customer was permitted to participate in the trial.  The customer also completed all steps in the registration, including clicking the box acknowledging terms and conditions.  The customer accessed her account at 6:28 pm.  We had no further contact with the customer.  After the trial period expired, we attempted to collect a subscription fee.  The credit card on file was declined.  The customer has never been charged.
  
  Customers may cancel via emailing or calling our customer service center.  Customers are provided with a cancellation number during the call.  After the call, an email with cancellation is immediately sent.  We have no record of any call requesting cancellation.  We have canceled the account, so the customer should have the cancellation number now.  Since the customer was never charged, this issue has been closed.

• Initial Complaint

  Date:05/22/2023

  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 5/22/2023 I noticed a pending charge on my debit card from Yourcreditscoreandmore.com. I had applied for a loan recently so I am assuming it stems from that, however, after searching my email there are no emails confirming I signed up for this service. I don't appear to have an account on their webpage by using my email I use for everything to "reset the password". There is no $1.00 trial charge - only two charges for $9.94. One on May16, 2023 and one pending for today, 5/22/2023. I recorded a call I had with someone at ###-###-####, which is the number lists on THIS BBB webpage to contact them. The person I attempted to speak with started saying he found my account for rental property, gave me the last four of someone's credit card, but not mine - a billing address in another state and then started offering me discounts and telling me I would be getting emails, which I never got. When he asked if I understood, I said no, not at all. I eventually hung up on him.
  
  This company sends no confirmation email for a signup, no text, no anything which leads me to believe they are completely a SCAM. I plan to take them to small claims court, not matter the resolution to this. They need to be investigated by the Attorney Generals of any states they "do business" in.
  
  I attached the charges from my bank, the very strange recording of the phone call and the screen shot of the number I called from my desk phone.
  
  I also tried to call the number from the companies website, ###-###-#### and got the same recording as the number from the BBB website contact number. I waited on hold for over 5 minutes and the call was disconnected - I have a recording from this call, as well.

  

  Business Response

  Date: 05/25/2023

  In response to the complaint, our findings show that on 5/8/2023, 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, he 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 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.  The customer also accessed his credit score, so he would have had to answer personal questions from public records that only he would have known.  In addition, the email address and telephone number listed on the BBB complaints match our records on file.   We have no way of knowing any of this information without the customer providing.

  
  We agree that our representative handled the call poorly.  We apologize for the representative’s behavior.  We can assure you that this will be appropriately addressed.  Although we believe these charges are valid, we have refunded the subscription fees totaling $19.88.  Note: the $1 trial fee was declined due to insufficient funds.  As a courtesy, we waived the $1 trial fee so the customer could obtain his credit score.

  
  Please let us know if we can be of further assistance.
  

  
  

  Customer Answer

  Date: 05/25/2023

  
  
  
  
  I am rejecting this response because:  While I appreciate the refund, I am not satisfied with the explanation.  I am an IT engineer and this seems like fraud.  All of the BBB complaints say the same thing.  That this was not authorized.  I applied for a loan and entered my debit card info for potential payments.  Please advise what website redirected me to this website yourscoreandmore.com.  It seems they are getting the debit card info from another site or a redirect that seems the same as the original webpage that redirected to the businesses webpage.
  
  
  
  Regards,
  
  
  
  R**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/25/2023

  We do not get any information from any companies. In order to subscribe to our service, the customer has to complete the registration and provide all necessary information. In addition, the customer accessed his credit report through Transunion which requires a separate verification process. The customer must provide answer to personal financial questions that only he would know. Transunion verifies information and then approves for us to share credit report.  Neither the referring site or our company has this information.  

  Our company has been in business for over 17 years. We have helped thousands of customers by providing them with financial information and protecting their identity.  We are A+ rated by the BBB. 

  Customer Answer

  Date: 05/26/2023

  
  
  
  
  I am rejecting this response because:  I viewed my internet history for all of may and never visitors this site until after I was notified by f these charges.  There is not a need to reply.  If you can’t provide the wi site addresses where this transaction was done then it seems like you are hiding something.  I’ll turn the info over to the Texas AG’s office and let them sort this out.  
  

  I dont understand how a business with this many complaints saying the same exact thing can have an A+ rating with the BBB.  After researching I see that if the business backs down and refunds the money the Len they keep their A+ rating.  Seems like just part of the scam.  
  
  
  
  Regards,
  
  
  
  R**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/16/2023

  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.

  Yourscoreandme keeps charging my debit card and I have called and told them over and over again I never signed up and don't want a service and to refund me the money they have "stolen" from my bank account. I already have lifelock, why in the world would I want Yourscoreandme. Stop stealing my money.

  

  Business Response

  Date: 05/25/2023

  n response to the complaint, our findings show that on 3/30/2023, the customer successfully enrolled in a 7-day $1.00 trial membership to YourScoreandMore.com.  She also subscribed to additional identity protection for $0.50.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, he was charged a subscription fee.  All of these details, including trial length, trial price, and the membership fee, can be found on the sign-up page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign-up.
  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.  The customer also accessed his 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 clearly logged on and used the account. We would not have access to any of this information without the customer providing it.
  

  As a one-time courtesy, we refunded her the $2.00 on 5/19/2023. Please let us know if we can be of further assistance.
  

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  I've tried over and over to cancel my subscription but when I call I sit on hold for at least an hr! They keep charging me $9.94 and there's no way to unsubscribe on their website. This is a scam and I need my money!

  

  Business Response

  Date: 05/17/2023

  Thank you for the opportunity to address the customer's concern.  On 4/29/2023, the customer contacted us and disconnected after ten minutes and 30 seconds.  We apologize that our representatives were servicing the needs of other customers at that time; however, the customer could have scheduled a callback or contacted us again.  In addition, the customer could have canceled using email or our interactive voice response system.  We provide information on how to cancel on our website and Welcome Email.
  
  Although the charges are valid, we have refunded the customer's three most recent charges.  We consider this matter closed.

  Customer Answer

  Date: 05/17/2023

  
  
  
  
  I am rejecting this response because: When I read the email it says the ONLY way to unsubscribe is to call the phone number listed for the company. And not one dollar has been refunded to me.
  
  
  
  Regards,
  
  
  
  A**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/25/2023

  On 5/16/2023, we refunded the customer the last three charges of $9.94 for a total of $29.82 to the credit card on file.  Please see below where the refund was approved by her bank.

  Txn 5/16/2023 11:23:03 PM: refund $9.94 - accepted ( Reason: 100 | APPROVED)

  Txn 5/16/2023 11:23:03 PM: refund $9.94 - accepted ( Reason: 100 | APPROVED)

  Txn 5/16/2023 11:23:04 PM: refund $9.94 - accepted ( Reason: 100 | APPROVED)

  The customer should contact her bank in regards to the matter. Please let us know if we can be of further assistance.

• Initial Complaint

  Date:05/08/2023

  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.

  On 6-5-2023 my account was charged 39.94 called company told them I hadn't wanted nor was I on there web page nor did I ask for there service. Was told on 6-5-2023 my money would be refunded. Then on 6-6-2023 the money was taken from my account still no refund these people are cummiting fraud and don't care

  

  Business Response

  Date: 05/17/2023

  In response to the complaint, our findings show that on 3/21/2023, 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 monthly membership fee can be found on the sign-up page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign-up.
  
  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.  It is important to note that the IP address from which the customer visited our website has a geo-location consistent with the billing address submitted during registration.  
  
  In addition, the email address and telephone number listed on the BBB complaints match our records on file.  Lastly, 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 clearly logged on and used the account. 
  
  On 5/5/2023, the customer contacted us and requested a cancellation.  During the call, the customer did not request a refund.  If the customer had requested a refund, we would have offered her a refund application since the charge was valid.  
  
  Although the charge was valid, we have provided a one-time courtesy refund.  We consider this matter closed.

• Initial Complaint

  Date:05/05/2023

  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 discovered this company when I was looking to find and improve my credit score. They have not been helpful in anyway. They continue to steal money from my account. There is no way to get in contact with anyone because the customer service number is fake. The website is fake. I will file a lawsuit if my issue is not resolved. I want my account cancelled and money refunded asap.

  

  Business Response

  Date: 05/06/2023

  In response to the complaint, our findings show that on 3/28/2023, 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, he was charged a subscription fee.  All of these details, including trial length, trial price, and the membership fee, can be found on the sign-up page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign-up.
  
  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.  The customer also accessed his credit score and set up alerts, so he would have had to answer personal questions from public records that only he would have known.  The customer clearly logged on and used the account. 
  
  On 5/5/2023, the customer emailed us from our website requesting cancellation.  Our representative canceled the account promptly and sent a cancellation email.  On the same day, we received the BBB complaint.  In the complaint, the customer stated that our customer service and website are fake.  Our customer service number is fully operational.  In addition, as stated previously, we received an email from the website proving the site is legitimate.
  
  Although the charges are valid, we have waived the two most recent charges.  Please let us know if we can be of further assistance.