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:08/01/2023

  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.

  On 01/26/2023 lastpass (AKA logmein, or ****) charged my credit card account for ***** even after I have notified them to cancel automatic billing for my premium account. I had deleted the account and vault (due to famous data breach) so could not log in to access support. I finally today (8/1/2023) managed to get hold of an agent who told me that I am unable to get a refund because this is "buyers remorse" when in fact I had told them in advance to cancel automatic billing for my account and as such charge was unathorized

  Business Response

  Date: 08/02/2023

  Hi ******* - We're very sorry for the experience you have had trying to cancel your account.  Our team issued a full refund (in the amount of $41.39 USD) to your credit card earlier today. We are also reviewing your support history to understand why your original notification to cancel automatic billing did not happen, as well as ensure our support team is responding appropriately to customer requests. 

  If you are not completely satisfied, feel free to respond here or re-open your case with our support team.

  Thank you,
  The Team at LastPass

   

   

  Customer Answer

  Date: 08/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/29/2023

  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.

  LastPass charged me for a subscription. I lost my password and now the only way to talk to their customer support is with the password meaning that there is now no way to cancel the service. There is no contact information for customer support or billing. They also said that deleting the account will not cancel payments meaning that they will continue to charge me even though I am not using their product. All I want is to talk to an actual person in customer support.

  Business Response

  Date: 08/02/2023

  Hi ******** are sorry for the frustration this has caused you.  A member of our support team let me know they have reached out to you and that your LastPass subscription was purchased through the LastPass mobile app via ****** Play.  Please note that according to our support article How do I cancel automatic renewal for LastPass Premium, "LastPass subscriptions purchased via the ****** Play Store on an Android device do not automatically renew. This means that your subscription will automatically expire at the end of your billing period, but you will receive an in-app notification 14 days prior to expiration as a reminder. View ****** Play Store subscription documentation for details."  Please rest assured that we won't auto-renew your subscription.

  We are also sorry about the difficult time you had contacting us. We recently changed our support experience so customers login to contact us in order to provide a more tailored experience. However, we recognize this is frustrating for customers who are trying to contact us about a login issue, and we are working to launch a seamless workaround experience for those users within the next few weeks.

  If you have any questions or need more information, please don't hesitate to respond do the support case currently open.
  

  
  Thank you,
  The Team at LastPass

   

   

• Initial Complaint

  Date:07/05/2023

  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 am writing about the application LastPass. The reason why I need help is this is a very serious problem when you cant get your passwords from the application. There is no support, no live person, no chat room, no email, and theres no protocol what to do when you cannot get in to your account other than deleting the account which deletes decades of work Im putting the password information in for each company. I need somebody to help me

  Business Response

  Date: 07/09/2023

  Hi **** - We are very sorry for the frustration this has caused you.  LastPass offers three levels of customer support (Basic, Personal, and Business, see an overview on our support site here:  **********************************************************************************************************************************************************************************************).  All Free users have access to our support articles and community pages, which we monitor regularly to help our user community.  

  Because we received your complaint in this forum, even as a a Free user, we had a support agent reach out to you directly to help resolve your issue.  Unfortunately, we never know your master password and are not able to reset or change a user's master password if it is forgotten.  Our support team who is in contact with you is happy to perform an account reset if you are unable to remember your master password over the weekend.  As promised, our support team will call you tomorrow at the agreed upon time to hopefully bring this to resolution for you.  

  Thank you,
  The Team at LastPass

• Initial Complaint

  Date:06/20/2023

  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.

  Since January 2023, Last Pass (a password manager company) has made it impossible to access my account due to a fraudulent email account *********************** I did NOT authorize this change and Last Pass never verified if it was or was not me.There's no phone number listed to contact the business

  Business Response

  Date: 06/23/2023

  Hi ******* - ***************** team is happy to look into this for you.  We do not have any record of an account under either e-mail address you provided.  Do you have any proof of purchase so that we can verify your account?  You can either respond here or to the support case (#********) you currently have open with our team.

  Thanks,
  The Team at LastPass

• Initial Complaint

  Date:06/08/2023

  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 once had an account with lastpass.com, but I cancelled it several years ago because I couldn't get the service to work. I just got notified by my credit card company that lastpass filed a charge for renewing my account. I can't find any way to communicate with the company. I've tried everything I can find online, but nothing works. I did not ask to have my account renewed; I did not authorize lastpass to bill me; I have almost forgotten about the awful time I had last time I cancelled.

  Business Response

  Date: 06/13/2023

  Hi *** - 

  We looked into your account and can see that you have had an annual renewal with ** in June for the past several years.  The first notice of cancellation we received from you was June 8, 2023.  In response to your request, our team let ** know they have contacted you to cancel your account and issue a refund, as you requested.  We are sorry for the frustration this has caused you and hope this is resolved to your satisfaction. 

  LastPass Premium customers can turn off auto-renewal at any time from the My Account page in LastPass (****************************************************************************************************************************************************************************************).  Additionally, all customers can contact our 24x7 support team at any time by visiting support.lastpass.com to get help with renewal questions.

  
  Thanks,
  The Team at LastPass

  Customer Answer

  Date: 06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted to you by the business and have determined that the response does satisfy my issues RE: complaint #********.  However, in their written response, the business falsely claims that this was an annual renewal.  In their phone call to me, the company admitted that their "renewal" of my account was an error on their part and that they did not provide any means of contacting them after my account was deleted - every contact method listed on their website was unable to receive complaints due to my cancellation several years ago.

  I accept the business verbal response, and that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/27/2023

  Type:Customer Service 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.

  After their numerous serious security incidents, I've been attempting to delete my account and completely remove my data from their servers for weeks now, but all of the automated ways to do so on their site or via email are broken; the modals or pages never load, across desktop or mobile, across 3 different browsers, whether ad-blocking and 3rd-party cookies are enabled or not. I reached out to their support staff, and after initially being told to just try the automated methods again, got a call back from a representative who emailed me a questionnaire supposedly for security with completely unreasonable questions to "verify my identity and protect against fraud," such as the exact dates I signed up for service, previous login times and IP addresses I've logged in from. After answering the questions, I was put on hold and finally hung up on. The rep emailed me back but I have no confirmation that my account is deleted and my information no longer on their servers, vulnerable to their next inevitable breach. The lack of any reliable way to delete accounts makes their service more akin to ransomware; it feels like they're holding my sensitive data hostage.

  Business Response

  Date: 05/29/2023

  Hi **** - 

  We are sorry for the frustration this has caused you.  We can confirm that your account and all associated data has been deleted from LastPass. Our support team has also e-mailed you to confirm; please feel free to reply to that e-mail if you have any additional questions.
  
  Also, our Support Leadership team will review your case history in detail to take action and ensure we do better next time.  We'll also review our account deletion procedures to determine how we can make this more seamless for customers going forward.  
  
  Thank you,
  The Team at LastPass

  Customer Answer

  Date: 05/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:05/11/2023

  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.

  Due to breach with Goto password management platform Lastpass we requested cancellation of account and renewal that was months away. We received delayed response from support. Support ultimately replied and updated ** that support will be deleting all account information and user data for cancellation. We had to reach out twice to do this. Following the email chain we never got an update and we recently got email that our account was downgraded but had 0 access to get in. We were recently charged a renewal fee which was suppose to be canceled and our account deleted. We have no way of contacting support as we have no login information. The company has provided 0 possible ways to contact support unless you have a premium account with a login. We are still being billed from lastpass without consent.

  Business Response

  Date: 05/16/2023

  Hi ****** - We are sorry for the frustration this has caused you. We reviewed your account and refunded the amount of your recent renewal; please allow 2-3 days for this refund to be processed.

  Additionally, we are in the process of updating our support systems, and we are reviewing the flows to ensure it is always easy for customers to contact us with billing issues.  We are very sorry this was not your experience and are committed to making this easier in the future.

  Thank you,
  The Team at LastPass

   

• Initial Complaint

  Date:05/09/2023

  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 submitted a complaint (complaint ID: ********* with the BBB on 5/5/2023. The following day I received communication from LastPass that they completely closed the account and have issued a refund in full. Yesterday I closed the BBB complaint thinking it was resolved. Today however I find that there is another, second charge from LastPass in addition to their refund. This new charge nullifies the refund they are issuing.I need now to have them issue an additional refund and a written guarantee that they are properly refunding my money as well as (completely) closing the account they said they closed two years ago.I have attached a PDF printout of the previous complaint (ID: 2002242).Thank you,*********************

  Business Response

  Date: 05/10/2023

  Hi **** - Our team double-checked the payment history on your account, and we do not see any additional charges after our refund (screenshot is attached).  We only see your renewal on April 28, 2023 and then our refund on May 6, 2023.  Is it possible you have a second account with ** that we could look into that could be resulting in a second charge?  Please let ** know if there is another e-mail address that we could check.  We certainly want to make this right for you.
  
  Thank you,
  The Team at LastPass

  Customer Answer

  Date: 05/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  LastPass stated that they have not made any additional charge against my account. However, my account shows (see attached) that in addition to the April charge they admit to, there is a pending charge on 5/6/2023 as well as the refund/credit showing on 5/8/2023. I have no other account with **********************. I have attached a scan of the bank statement showing the charge and credit most recently made.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 05/11/2023

  Hi **** - We are very sorry for the frustration this has caused you. 

  We checked with our Revenue Operations team who let us know that the charge you are seeing on your bank statement on May 6 is the credit authorization from **, which is not a charge; rather, it is the authorization for the credit that we issued and will fall off in a day or two.  Our Revenue Operations team said the authorization is now required by card issuers to prevent fraud but can cause confusion since it looks like a charge.  We also had our Revenue Operations team confirm that there are no additional charges pending.

  Again, we are very sorry for the frustration this has caused you and appreciate the opportunity to make things right.
  
  Thanks,
  The Team at LastPass

• Initial Complaint

  Date:05/05/2023

  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 received an email confirmation on 5/18/2021 that my LastPass account had been deleted. This is fine. This is what I wanted. One year later on 4/24/2022 and again one year after that on 4/28/2023 I have been billed for $432.00. I have tried contacting LastPass by telephone and by email, but they do not respond in any way. I am seeking at the very least to have the yearly billing stopped and preferably also get the most recent billing refunded.I have included the email confirmation from 5/18/2021 that my account was deleted.

  Business Response

  Date: 05/08/2023

  Hi Bill - 

  We are very sorry for the frustration this has caused you.  Due to some legacy systems, deleting a LastPass account does not cancel a subscription automatically; these are two separate steps as outlined in our help article on support.lastpass.com ("How do I delete my LastPass account?").  We are in the process of updating these systems to make this a more seamless experience moving forward.

  In the meantime, a member of our Support team let me know they have reached out to you (via case 02318591) to confirm they have processed the $432 refund and ensured all future billing is stopped.  

  Again, we are very sorry for the frustration this has caused you and hope this is now resolved to your satisfaction.  Please don't hesitate to respond to your open case if we can help with anything else.

  Thanks,
  The Team at LastPass

  Customer Answer

  Date: 05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/03/2023

  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 signed up for a lastpass business account and have been using it fine for 8 years. Now that I want to cancel the company offers no way to cancel. I have scoured the internet, looking for a way to cancel and the only option is to open a case that isn't an email like a typical support place. This is a website where you type your contact info (phone number) and they will call you. I did this and no one ever calls, I checked my case later and it was marked as closed. They didn't provide any notes. They state if you miss the call you need to fill out the form again and request. I talked to sales people who are readily available but insist they are unable to help. This company is restricting me from canceling my auto-renewing service. This should be illegal. Lastpass case number:18706173

  Business Response

  Date: 03/08/2023

  Hello *****,

  We investigated your case and escalated it to a senior agent to follow up and process your request. If you need further assistance, please update your support case.

  Best,

  The LastPass Team

  Customer Answer

  Date: 03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************