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:02/18/2023

  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.

  I am a Premium Customer which includes customer support. That is a joke. I have written them multiple times regarding problems I am incurring with Last Pass. They fail to respond. What am I paying for? They don't seem to have any problem processing my payment each year.

  Business Response

  Date: 02/21/2023

  Hello *****,

  We are sorry to hear that you've had difficulties reaching our support team. We had a supervisor reach out to you and they confirmed that they have helped you find the best ways for you to contact our team. Please let us know if you continue to have difficulties getting assistance.

  Best,

  The LastPass Team

  Customer Answer

  Date: 02/21/2023

  [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:01/30/2023

  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.

  LASTPASS (formerly LogMeIn, Currently GoTo.com) is automatically renewing a service I do not want. As an ******** resident I have three business days to cancel or reverse transactions, however LastPass indicates I am stuck with the service for a full year starting from Sunday 1/29/23. I have attempted many times and for many hours to contact them on 1/30/23, They use unfair practices such as requiring a call back, but as soon as they dial my number, they disconnect the call so I cannot answer after a single ring. Calling their number gets me to a queue that is never answered.I would like:1) Refund 2) Fines against the company for violating consumer laws (which I am happy to cite separately)3) Reimbursement of all recovery costs for my attempt to cancel and reverse this transaction.4) Publication rights for all responses to my complaints, for possible use in social media and enterainment purposes regarding this situation.5) Federal investigation regarding any other corporate wrongdoing regarding this and event leading to this, including but not limited to the security breach of consumer password vaults August 2022 or thereabouts.

  Business Response

  Date: 02/02/2023

  Hi *******,
  
  My name is *****************************, Im a Manager on the Support side here at LastPass. The occurrence of a security incident does not constitute a breach of the contract by LastPass. At this time, there is no indication that the security incident was the result of any failure by LastPass to meet its contractual obligations. As such, there are no grounds for termination under the contract.
  
  As an act of good faith, I can see that we were able to offer you a refund for your most recent renewal.
  

  Thank you and always please let us know if you have any additional questions or concerns.
  
  Sincerely,
  *****
  

• Initial Complaint

  Date:01/23/2023

  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.

  Due to the data breach, I had not updated my payment information. I talked to customer service and they say they have issued a refund on 1/5/23. Lastpass said it would take **** business days + 1 day for processing. I have still not gotten a refund. My bank confirmed that they do not see any pending refunds and Lastpass is no longer returning my emails. I have waited long enough. Lastpass has proven they cannot keep my data, nor keep my money. I want my refund.

  Business Response

  Date: 01/27/2023

  Hello ********,

  We investigated your complaint and found that since you cancelled the card that the payment was originally made with, the refund did not fully process.  Since that card no longer exists, you will need to submit a chargeback request through your card carrier as we are only able to refund to the original payment card.
  

  Best,
  

  The LastPass Team

  Customer Answer

  Date: 01/31/2023

  It took a complaint with the BBB for LastPass to respond both here and via email and LastPass cannot my refund and are asking me to talk to my bank to ask them to do it instead.

  I have placed a dispute with my bank over the charge that LastPass cannot refund due to an unspecified error. This matter is resolved and this business should get everything they deserve. Thank you for the data breach and thank you for not being able to do simple things that any company could do.

   

  [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:01/06/2023

  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.

  My annual subscription auto-renewed at $36 per year on 08/02/22. On 08/25/22, I received an email from LastPass that an unauthorized party had gained access to portions of the company's develoment environment but my personal data was not accessed and remained secure. On 11/30/22, I received an email from LastPass that they determined that the information obtained in the August 2022 incident was used to gain access to certain elements of my customer data including basic customer account information and related metadata including company names, end-user names, billing addresses, email addresses, telephone numbers, and the ** addresses from which customers were accessing the LastPass service. Additionally, the perpetrator was able to copy a backup of my customer vault data from the encrypted storage container which is stored in a proprietary binary format that contains both unencrypted data, such as website URLs, as well as fully-encrypted sensitive fields such as website usernames and passwords, secure notes, and form-filled data. I contacted the company today requesting that my account be deleted and any remaining portion of my annual subscription be removed. My basis for the request was that my data had been compromised and I no longer had confidence in their ability to provide secure services. They assisted me with deleting my account but refused to refund me the remainder of my subscription.

  Business Response

  Date: 01/11/2023

  Hello ******,

  While we understand your concerns, as a reminder, due to our zero-knowledge architecture, your master password is never known to LastPass and is not stored or maintained by LastPass therefore, it was not accessed or included in the backup copied by the threat actor. For customers who follow our password best practices (***********************************************************************************************************), it would be extremely difficult to attempt to brute force guess master passwords. The occurrence of a security incident does not constitute a breach of the contract by LastPass. At this time, there is no indication that the security incident was the result of any failure by LastPass to meet its contractual obligations. As such, there are no grounds for termination under the contract and all sales are final. However, in good faith, we will provide a prorated refund for the remaining 8 months Premium balance on your account. The refund will take 5-7 business days to appear on your bank statement.

  Best,

  The LastPass Team

  Customer Answer

  Date: 01/11/2023

  [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 although I do not agree with the business lack of accountability for the data breach which resulted in a real threat of exposure and misuse of customer data, their resolution of providing a refund for the remaining eight months of the annual payment does satisfy my complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair 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 used Last Pass years ago for my password manager. After about 10 months I had a problem-not caused by me which locked me out of the account for 3 days. I called I emailed and on the 4th day someone called to let me in. I moved all my info out of their site immediately and told them I did not need a password manager that did not let me in and to not renew my account. That was years ago. These people just billed my for a years premium for their service. Could not believe they did this. I want a guarantee my information is removed from their company and to never hear from them again. I would like to know if my information from years ago has subjected me to risk from their breach. I hope they will let me know that at least.

  Business Response

  Date: 01/03/2023

  Hello ***,

   

  We are sorry to hear that you were auto-renewed by mistake. Is there another email address that you used for your LastPass account, as I am not seeing an active account or any payments from the email address you provided: ********************.

   

  Thank you,

  The LastPass Team

  Customer Answer

  Date: 01/07/2023

  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. 

  I have another email address:
  ****************** which they could have used.
  
  I also wish to know if my information was breeched in their recent hack and exposure of customers data.  I requested that info in my complaint.   As I had no account with them, I did not worry about my info.  Now that they have renewed my account after years of no use, I believe they retained all of my info and could be a victim.  I want them to pay for security thru the credit bureaus or whomever to protect my personal info they caused to be in jeopardy due to their incompetence or proof my info was not in their files and revealed to the sinister people who hacked them.
  
  I formally shut down this account due to very poor service.  I cancelled everything.  I would like to know what they will do with my passwords and IDs going forward as well.  I ask we receive confirmation of the erasure of all of my private data.
  

  
  

  Business Response

  Date: 01/11/2023

  Customer was contacted by our support team on 1/9/2023 to clarify information that we did not receive from our initial response in order to process the requested refund. Customer's request for a refund has already been processed.

• Initial Complaint

  Date:12/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a premium subscription from this company in 2020, they have since Locked two of my LastPass IDs and failed to provide a safe & secure account recovery process through the LastPass recovery extension.I have voiced my complaints via email & have been told I should "purchase a premium subscription" while being ignored. I would like the company set an OTP code for both email addresses

  Business Response

  Date: 12/12/2022

  Hi ******,
  
  Im sorry to hear youre having trouble accessing your account. I was able to find an interaction you had with our Support team back in March of 2021, and it seems we shared with you the ways to attempt account recovery.
  
  While we did remove email support for Free users in August of last year, we can certainly make an exception here as an act of good faith. Im going to create a new case on your behalf, and well have someone reach out shortly to help look into whether account recovery will be possible for you.
  
  Sincerely,
  *****

• Initial Complaint

  Date:11/06/2022

  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 first subscribed to LastPass Premium over a year ago. After paying for the subscription through Apple's App Store, LastPass did not activate the premium features. It took a lot of painful back and forth for over a week before they were able to resolve the issue for me. Now, a year later, the same thing happens upon renewal. Im charged for the yearly service, and lose my Premium features. This year they have made it harder to contact customer support. After finding the right web form to fill out, they eventually get back and say that this is because the account is refunded. My account is not refunded. It is listed as an active subscription in my Apple account. The charge is on my credit card. There is no refund. LastPass support continues to deflect and refuse to fix the issue.

  Business Response

  Date: 11/08/2022

  Hello Mr. *************** are so sorry to hear of the troubles you are having getting your account renewed. We have escalated your support case internally for resolution assistance. Please follow-up with that support case directly.

  Best,

  The LastPass Team

• Initial Complaint

  Date:10/10/2022

  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.

  I paid for Lastpass $35.99 (renewal and now paid through September 21, 2023) and can provide proof but on my computer login it states that I have not paid. I am now locked out of all my passwords. I complained to the company and they have taken no action.

  Business Response

  Date: 10/12/2022

  Hi ********,

   

  We are sorry to hear of the inconvenience you are experiencing. Your support case has been internally escalated and you should be receiving an update shortly. Please refer to your case # 18022020. 

   

  Best,

  The LastPass Team

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to log into my account (through the extension and the website). I was told my passsword was incorrect and to check my email for a message from LastPass. I did not receive any communication from them. Concerned my account was compromised, I went to the "Contact Us" option on the website and was told that unless I upgrade to a paid account, I cannot receive help with my issue. I was redirected to unhelpful forum questions. I entrusted this company with my security only for me to be unable to access any of my accounts AND told that they are unwilling to help me with a service they promised to provide unless I pay additional money. I am not asking for comprehensive 24/7 service. I simply want someone from the company to inform me of what steps I should take in the event that their company's security was compromised. There is currently no channel for a non-premium customer to submit a help request.

  Business Response

  Date: 10/12/2022

  Hi ********,
  
  Im sorry to hear youre having trouble accessing your account. While we did remove email support for Free users in August of last year, we can certainly make an exception here as an act of good faith. Im going to create a case on your behalf, and well have someone reach out shortly to help look into whether account recovery will be possible for you.
  
  Sincerely,
  ****