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Business Profile

Computer Hardware

Safe Shepherd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/04/2025

    Type:Billing Issues
    Status:
    Resolved
    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 was once a legitimate business but it has ceased to be so. I have been trying for two years to cancel my subscription with them. The phone number they have registered to charge my credit card is turned off. The bank has only been marginally effective in blocking them. When I login to their site, I'm greeted with a blank page. Emails to them have not been returned. I filed a complaint with the state attorney in ** where they used to be based.

    Business Response

    Date: 10/06/2025

    Hi **** and BBB,

     

    Thanks for your note. We received all our emails, and we have no requests to cancel your account (see screenshot). That being said, we have gone ahead and canceled your account and issued you a refund for the last year per your request. 

     

    To be clear, the product still functions the same as it always has, and you can cancel your account at any time by accessing your settings and selecting the cancellation option.

     

    Thanks!

    Customer Answer

    Date: 10/18/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********.  I have verified my account and have verified I have not been re-billed on the normal day the recurring payment used to fall.  Based on that I currently find that this resolution is satisfactory to me.

    Sincerely,

    **** ********

  • Initial Complaint

    Date:09/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 received charges on my credit card from Safe Shepherd. I do not recall ever signing up for their service. More importantly, despite trying every email address that I ever had to receive my forgotten password to enable me to access and cancel "my account", every email that I entered was rejected. I tried calling the phone number but the call never went through as ******* gave me the "your call cannot be completed". I am thus unable to access my supposed account and cancel it. I have placed a block on further charges with my credit card to see if that will take care of the problem. I highly suspect that this is a fraudulent business, especially after having read of numerous other such complaints on line

    Business Response

    Date: 10/06/2025

    Hi BBB, Thanks for your message. We received one request from you, and went ahead and canceled the account after the payment was charged. We canceled the account, but since the request was made after the charge had already gone through, a refund was issued. That being said, we made an exception and issued a refund. 

    Customer Answer

    Date: 10/18/2025

     
    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

    Date:08/27/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 had used the company to ensure privacy based on a data breach. Did not receive one single notice from them the entire year. Trying to cancel my account they have not replied to a single email and they do not have phone number for customer service. Yet they still continue to clip my bank account for their fees. I want my account closed and the money returned to me.

    Business Response

    Date: 10/06/2025

    Hi BBB, Thanks for your message. It looks like there was a bug with your account, and the scans weren't showing up. Due to the error, i've gone ahead and canceled the account and made an exception, and issued you a refund. Apologies for the confusion.

  • Initial Complaint

    Date:08/09/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Ive been charged for a few years from Safe Shepherd. Ive sent a few emails and called. They dont respond and keep stealing money without providing any service. I can even log into their website, no record of my email. Yet they been collecting for over 5 years.

    Business Response

    Date: 10/06/2025

    Hi *** - 

     

    Happy to help out! We have reviewed our accounts and found no requests for refunds. That being said, I'm happy to cancel the account. Going forward, please send an email to *****************************************************.

     

    Thanks,

    Safe Shepherd Support

  • Initial Complaint

    Date:08/09/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Ive been charged for a few years from Safe Shepherd. Ive sent a few emails and called. They dont respond and keep stealing money without providing any service. I can even log into their website, no record of my email. Yet they been collecting for over 5 years.

    Business Response

    Date: 08/26/2025

    Hi *****, 

    Sorry for any headache. You signed up for our annual membership and agreed to all of our terms of service. Regardless, I have issued you a refund and canceled your account. You should see a refund on your account in 3-5 days.

     

    Thanks!

    Safe Shepherd Support

    Customer Answer

    Date: 09/06/2025

     
    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

    Date:07/05/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Started a subscription with Safe *******. After several attempts to cancel, Safe ******* is still drafting my account. What do I do. They are cyber alright.. so far in space it seems to take many light years to reach them. Not a good company at all!

  • Initial Complaint

    Date:02/19/2025

    Type:Product Issues
    Status:
    Resolved
    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 remember subscribing to SXXXXXXXXXXXX (around 2014) to delete my personal information from being published online. Around 2018, I stopped receiving alerts from them providing the specific information of mine they removed online. From 2019 through 2024, Safe Shepherd continues to charge my credit card annually. Before being charged last year, I attempted to sign into my SXXXXXXXXXXXX account online, but received a message that the email address I used to originally subscribe could not be found. I even attempted to create a new account with the same email address and received a message that there was a problem with the email address. Subsequently, I sent the company two emails via the support email provided on their website asking to cancel my subscription. I didn't receive a response to either email and the company charged my credit card on 12/30/24. On 2/19/25, I called the phone number provided by the the company and received a recording that the subscriber you are trying to reach is unavailable. I didn't leave a message because I was weary to do so. I attached copies of all the email correspondence I could find from SXXXXXXXXXXXX over the years.

    Business Response

    Date: 02/24/2025

    Hi there, 

    Thanks for the note. You can always message us at ****************************** should you need assistance. We do not have a phone number.

    I canceled the account, and issued a refund for $80.75. You should have that back in your account soon. 

    Customer Answer

    Date: 02/26/2025

     
    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

    Date:02/07/2025

    Type:Billing Issues
    Status:
    Resolved
    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 an account with ********************** for internet security years ago and they seem to have gone out of business but are still charging me an annual fee. There's no way to contact them and stop payments--no one answers the phone or email, and there's no website. They had stopped providing updates on their service 5 years ago. On January 31, 2025, I was charged another $95 for a service that I'm not receiving from a non-existent business. In total, this "business" has stolen $475 in fees from me. I would like a refund for services not rendered and to put a stop to my account. I can't even provide receipts as I've received none-- it only shows as a charge on my bank account.

    Business Response

    Date: 02/24/2025

    Hi there,

    Safe Shepherd is not out of business. Our members sign up for a membership, and can contact us by emailing ****************************** should there be any questions. You can also cancel at any time by going to membership settings and canceling the account. 

    I have canceled the account and issued a refund for the last charge of $95. They should have those funds back in the account in 3-5 days. As for the other charges, this customer signed up for a ********************** account and agreed the membership renews each year until canceled. This is how subscription services work. 

    You will not be charged again and your account is canceled.

    Customer Answer

    Date: 02/26/2025

     
    Complaint: 22913268

    I am rejecting this response because in 2024, I used the support email Safe Shepherd notes in their response and said I wanted to cancel, yet I was still charged again in 2025. To say it's easy to cancel by emailing support is a lie (see attachment). I appreciate the refund for 2025 but I've been trying to call this business for years to cancel and there's no answer, and when I did finally email support to cancel I received no reply and was still charged. Less about the money at this point and more about their shady practices, though I do think I'm due another year's refund as I'm unclear on what service they've provided me in recent years. As others have said, SS used to send emails with updates of sorts but not anymore, all I see is a bill. 

    Sincerely,

    ******* *****

    Business Response

    Date: 03/07/2025

    We are happy to honor the ********************************************* our support email. We have issued another refund, and you should have that in your account in 3-5 business days. 

     

    As mentioned, our email is ****************************** should you need further assistance.

    Customer Answer

    Date: 03/08/2025

     
    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

    Date:12/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Safe ******* has been billing me $99 annually (every May) since 2018 to protect my online identity but have not been doing so since 2019 (the time of my last alert). I've just realized this and have been trying to cancel my account online, but can't access it because when I enter my credentials, I get a prompt that says "Unauthorized." I've tried sending them multiple emails, but they go unanswered.

    Business Response

    Date: 01/14/2025

    We have issued a refund for Mr. ******* and should have funds back in his account in 3-5 business days. He will not be charged again. We apologize for the inconvience.

    Customer Answer

    Date: 01/14/2025

     
    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

    Date:10/28/2024

    Type:Billing Issues
    Status:
    Resolved
    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 asked this company to unsubscribe me from their services. They have a fake email and they are continuing to take money from my account every month. In the amount of *****. They make it impossible for you to ask them to remove you from those services

    Business Response

    Date: 01/14/2025

    This customer has not written to us since 2014 (see screenshot). 

    1. You can cancel your account under membership settings

    2. Our email for support is in the membership settings as well

    3. We have no email requesting a refund/cancelation

    Had we received an email or anything, we could have assisted with their account (either looked into why they weren't getting scans or issued a refund). 

     

    Customer Answer

    Date: 01/27/2025

     
    Complaint: 22481395

    I am rejecting this response because: this company is fake and they are a liar.I have sent several emails asking for them to cancel.They have not responded to any of them.I have also asked them for a refund.They did not do that. They make it impossible for you to contact ******* that you have issues about canceling their services and receiving a refund. The bottom lineI do not want their services and do not wish to be charged again

    Sincerely,

    ******** *******

    Business Response

    Date: 02/24/2025

    Ms. ******* has not been charged since October and the account has been cancelled. Our customer support email is ******************************* and as I provided in the last message, we do not have an email from her since 2014 (See screenshot again).

    I'm not sure what else I can do to prove that we did not receive any requests to cancel. Could it have come in from a different email address?

    Customer Answer

    Date: 02/26/2025

     
    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,

    ******** *******

Safe Shepherd is NOT a BBB Accredited Business.

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