Complaints

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

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  Aura

  250 Northern Ave Fl 3 Boston, MA 02210-2027

  
• 

  Aura

  10 High St Boston, MA 02110

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  

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:08/23/2025

  Type:Order 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 used a company called "DeleteMe" in the last few yrs and now I notice when I try to go to their page by seaching "DeleteMe", Aura has fraudulently used that term to draw unsuspecting customers to sign up thinking they are joining the "Delete Me" company. This is fraud and misrepresentation and highly unethical. They need to remove that from their internet advertising.

  

  Business Response

  Date: 08/25/2025

  Thank you for bringing your concern to our attention. Aura is a separate company from ******** and is not affiliated with them. Our services also focus on digital security and privacy, which may be why our advertisements sometimes appear alongside certain search terms.

  Please know that it is never our intention to misrepresent another company or mislead consumers. We are reviewing this matter to ensure our advertising is clear and transparent.

  If you have any further questions or would like to speak with someone directly, our ************* team is available 24/7 at **************.

  
  

  Customer Answer

  Date: 08/26/2025

  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. 

  Not satisfied because Aura is still using the "Delete Me" term in their ****** searches which could confuse buyers into thinking they are signing up with Delete Me when in fact its Aura. I've attached a screenshot. Its unethical advertising and deceptive. That "delete me" term belongs to another company. It needs to be removed from their metatags before I will accept their response. 
  
  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: 08/28/2025

  Thank you for the follow-up and for sharing the screenshot. To clarify, Aura is not using another companys trademark in our advertising. The company referenced uses DeleteMe as a single-word brand name. Our ads may appear for generic searches that include the words delete me (e.g., delete me from the internet), which describe a type of privacy service. Our sponsored ad, display URL, and landing page clearly identify Aura, and upon click-through it is clear that the product being offered is Aura.

  We respect intellectual property rights and take concerns about potential confusion seriously; we are reviewing our keyword settings and disclosures to further minimize any chance of confusion.

  
  

• Initial Complaint

  Date:08/23/2025

  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.

  Request for Refund of Unauthorized Charge Dear Aura Customer Support,I am writing to formally request a refund for a charge of $199.00 that was deducted from my account even though I had already cancelled my Aura credit monitoring subscription.I cancelled my subscription prior to this charge, and therefore I should not have been billed. Please review my account, confirm the cancellation, and promptly process a full refund of the $199.00 to my original payment method.For your reference, my account information is as follows:Name on Account: [********** ********]Email Address associated with Aura: [********************************************************]Date of Charge: [August 18, 2024 of $199 Deduction]I appreciate your urgent attention to this matter and request written confirmation once the refund has been issued.Thank you for your assistance.Sincerely,********** *******

  

  Business Response

  Date: 08/26/2025

  Thank you for bringing your concerns to our attention. We sincerely regret any inconvenience youve experienced while using our services.

  Our records show that we have made several attempts to reach you by phone, during which voicemails were left, as well as follow-up emails sent to assist with resolving this matter. We would like the opportunity to review your account details with you directly so that we can work toward a prompt resolution.

  For the fastest assistance, please contact our Support Enablement Coordinator directly at the phone number included in the email we sent you. Should you prefer a callback at a specific time and date, please reply to that email so we can try to accommodate your request.

  We truly value your patience and are committed to resolving this matter promptly.

  
  

• Initial Complaint

  Date:08/23/2025

  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 August 21, 2025 I found a charge of $129.99 on my checking account. Having no recollection of this payment I contacted the *************************** of ********************** and requested an immediate cancelation and a refund of my money as the transaction wasn't authorized by anyone in my household. According to their own Company Policy,I have upto 60 days to cancel. I was informed Company Policy prevented them from doing anything for a year! This should be an automatic cancel on their end because after identifying myself,I had told them that the transaction was unauthorized and I wanted my money back. Since the I claimed the transaction wasn't authorized they should have canceled instead of telling me a lie. Icanceled within 24hrs, I informed them that The transaction wasn't authorized and I wanted a refund and cancellation.

  

  Business Response

  Date: 08/28/2025

  Thank you for reaching out and for sharing your experience. Were sorry for the confusion and frustration around the charge. Typically, when an annual Aura subscription is canceled, the account remains active through the end of the current billing cycle so members retain access to paid benefits. However, given your experience, we processed an immediate cancellation and issued a full refund of $129.99 to your original payment method. Please allow 510 business days for the refund to appear, depending on your bank.
  
  If you have any further questions or would like to speak with someone directly, our ************* team is available 24/7 at **************.

• Initial Complaint

  Date:07/31/2025

  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 signed up for Aura over a year ago after seeing an ad claiming they could help freeze and unfreeze all 3 credit bureaus. Once I signed up, I realized that all they actually do is provide a link to the agency sites, you still have to do everything yourself. It felt misleading from the start.I thought I had cancelled the service and never used it again, yet on 7/27/25, I was charged for a renewal through a new card linked to ******. I had no idea they set up automatic renewals that way. I immediately declined the transaction and called Aura on 7/28/25. I called Aura support and was told the subscription was cancelled and that the charge wouldnt go through. But then on 7/31/25, the charge cleared my bank account anyway.I had to call again to request a refund, which I was told will now take 515 business days. Thats weeks where my money is just gone for a service I didnt want and never used. Theres no urgency on their part, no compensation for the time and frustration, and no accountability for making this process harder than it needs to be. It is hard to believe they aren't intentionally making cancellations and refunds difficult on purpose. They have taken $434.94 from me without even providing the advertised service

  

  Business Response

  Date: 08/07/2025

  Thank you for bringing your concerns to our attention. We sincerely regret any inconvenience youve experienced while using our services.
  
  Aura provides guidance to help you place credit freezes with Experian, **********, and Equifax. However, due to strict security protocols set by the bureaus, users must complete the freeze directly through their websites. While we aim to simplify the process with clear instructions and centralized access, we understand this may not have fully met your expectations.
  
  After reviewing your account, our records indicate:
  
  You emailed us on August 1, 2024, requesting cancellation and were provided with available options.
  
  You first called on July 28, 2025, at which time our agent advised that your account had not yet been billed.
  
  You called again on July 31, 2025, after seeing a charge post to your account, and we assisted you at that time.
  
  A refund of $217.47 has been issued to the billing account on file.
  
  As a note, when an annual Aura subscription is canceled, the account typically remains active through the end of the current billing cycle to ensure continued access to all paid benefits. However, as a courtesy, we processed an immediate cancellation and issued a full refund.
  
  If you have any further questions or would like to speak with someone directly, our ************* team is available 24/7 at **************.
  
  Thank you again for giving us the opportunity to address your concerns.
  

• Initial Complaint

  Date:07/23/2025

  Type:Sales and Advertising 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.

  The renewal practices by Aura are shady. They claimed they sent an email a month ago and I read it but I keep all emails and cannot find it. I can however find my email from yesterday saying my account renews tomorrow and there is nothing you can do about it. I tried cancelling the minute I got the email but they charged me for another full year of service. In googling this I see many boards with the same complaint. I feel Aura needs to do better and offer a pro rated cancellation solution. Also they should better communicate renewal timelines and costs to customers with time to do something about it.I also contacted my credit card company disputing this auto renewal. I dont have an account number per se but believe it is linked to my email address.I am attaching both the email regarding the renewal and my cancellation that day. Unfortunately per their policy I cant cancel for a whole year. Also adding my search for email by Aura. The phone *** claimed I got an email from them notifying me of the renewal 30 days before. I do not delete email to keep records and cannot find that renewal notice email they claim I read.

  

  Business Response

  Date: 07/24/2025

  Thank you for contacting Aura. Were truly sorry to hear about your experience and appreciate you bringing this matter to our attention.

  Our records confirm that we were able to connect with you and assist in completing your cancellation request.

  A refund of $217.47 has been issued to the billing account we have on file. Depending on your financial institution, you should see the refunded amount reflected in your bank statement within 57 business days.

  We sincerely apologize for any inconvenience or difficulty you may have faced in trying to reach us.

  If you have any further questions or would like to speak with someone directly, please dont hesitate to contact our ************* team at **************, available 24/7.

  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 07/24/2025

  [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:07/22/2025

  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 online for their virus protection. My phone stopped working completely after I downloaded it Pages would not open my hey ****** would not work. I have to do lots of work from my phone on several web pages Etc which I know could no longer access. So I immediately called and could not get through. I emailed guest services and they told me that I could not get a refund unless I called in which they offer 60 day guarantee. I literally called the same day that I downloaded their app. Since then several emails have come telling me the only way to get the refund is by phone. I tried three times by phone two of the times was on hold for over 30 minutes. That is completely impossible to get through by phone. I have since disputed the charge with my credit card company

  

  Business Response

  Date: 07/23/2025

  Thank you for contacting Aura. Were truly sorry to hear about your experience and appreciate you bringing this matter to our attention.

  Our records confirm that we were able to connect with you and assist in completing your cancellation request.

  A refund of $19.99 has been issued to the billing account we have on file. Depending on your financial institution, you should see the refunded amount reflected in your bank statement within 57 business days

  We sincerely apologize for any inconvenience or difficulty you may have faced in trying to reach us.

  If you have any further questions or would like to speak with someone directly, please dont hesitate to contact our ************* team at **************, available 24/7.

  Thank you again for giving us the opportunity to make this right.

  Customer Answer

  Date: 07/23/2025

  [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:07/14/2025

  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.

  My daughter and I was in a study where she get paid monthly she is 9 and she expects her money on time the study is tech wise and aura I have a email from one lady telling me that I constantly use them for a weekend pay this is only the second time I asked about my daughter pay because my daughter asked me I have screenshots of the emails from them she is supposed to be paid Friday or Saturday and me asking about her funds now they say 10 days

  

  Business Response

  Date: 07/15/2025

  Thank you for reaching out and sharing your concerns. We understand how important it is for your daughter to receive her study payments on time, and were sorry for any frustration this delay may have caused.

  Our records indicate that the ******** team responded to your email on 7/12/25 and advised that the payment will be sent within 10 days. As outlined in the study protocol and the signed consent form, payments are issued within 10 days of completing the required study activities.

  To ensure you receive the most accurate and timely support moving forward, we recommend contacting the TechWise team directly at *************************************************************. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:07/14/2025

  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 July 1, 2025, I was notified by my bank that UltraAV (a US-based Anti-Virus company owned by Pango Group, a holding company based in **********, *************) had attempted to collect $163.11 from my debit card for my usage of its product. Supposedly, former ********* Antivirus customers in the ************* were notified that their antimalware product subscription would be transferred to Pangos UltraAV after the Russian company was banned from offering its software in the **. I maintain I never received this notification. I made the change to another US-based antivirus provider on my own accord. I never consented to using this brand, I never authorized the switch, and I certainly never downloaded, activated, or used its product. Last year, the company attempted to charge me for an annual fee and after 5 days, I was finally able to "chat" with a representative, who, after spending more then 20 minutes trying to sell me on the idea of trying their service for a reduced price, finally "cancelled" my service and refunded the charges. That was supposed to be it. I asked that I never hear from them again. All was good until they attempted the same shenanigans on July 1, this time for even more money! ********* at least had a good product. Ironically, this American company is acting in bad faith. They're crooks. They peddle a pathetic excuse for a product, and they have no honor. I want nothing more to do with them. I want to make **** certain they don't harass others in this same fashion!

  

  Business Response

  Date: 07/15/2025

  Wed like to sincerely apologize for any confusion or inconvenienceplease know this was never our intention. We understand that our services may not be the right fit for everyone, and we truly appreciate your feedback as we continue to enhance our product experience.

  After reviewing your interaction with our team, we located an additional account under a similar email address, which appears to be tied to an older Kaspersky subscription that does not include the * in the email. To ensure everything is fully resolved, a member of our team will be reaching out to confirm the cancellation of that second account and address any remaining concerns.

  Thank you again for your patience and understanding. If theres anything else we can do to support you, please dont hesitate to reach out at ********************************************.

• Initial Complaint

  Date:06/25/2025

  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 canceled by subscription with ********* with request to Kaspersky Technical Support - ID *************** to not renew back on 12/31/2023. I was therefore not renewed for *****.I later received email from Ultra AV on May 3rd, 2025 that I was to be renewed for ****** on June 3, 2025 and that charges would appear as "Billing Descriptor Update: Charges will now appear as ****************** instead of NexWay or Digital River."The email contained following on how to cancel: "To view details about your subscription, make changes, or cancel, log in to your account and click "account info", reply to this email, or call us at ************** before the renewal date."I replied next day May 4, 2025 to ************************** as copied below.On June 2 11:41PM, I received an email from my credit card to confirm an order from ******************* .I contacted my credit company to complain I did not authorize this purchase and had to get a new card and my cc declined the order.Then on June 18, I was charged again but under ****************************** . Again I had to contact my credit card company to open a fraud investigation and get a new card and account credited the $****** This business ignored by cancel request and is continuing to charge my card using different business descriptors and refused to return confirmation of my cancellation request via email.-- my reply to Ultra AV Support --From: bucmecloco To: ************************** <**************************>Sent: Sunday, May 4, 2025 at 07:22:10 PM CDT Subject: Re: Important Automatic Renewal Update about Your Kaspersky Antivirus Subscription (Now UltraAV)I DO NOT want to renew. I already had expressed this in prior email to ********* support.Please confirm you understand this request. I want my account closed and deleted. Not clicking any links I am also informing my cc that I have requested to not renew.***** ******* atticusbarks-********************

  

  Business Response

  Date: 07/03/2025

  We sincerely apologize for any misunderstanding regarding your request.
  
  We received your inquiry on May 4, 2025 and promptly responded; however, it appears we did not receive a reply from you.
  
  As of today, we can confirm that the funds have been returned to you. As a privacy-focused company, we respect your control over your data and will proceed with deleting your account as per your request.
  
  Please remember that you can reach out to us at any time if you have any further questions or concerns. Our team is available via:
  
  Chat Support
  Phone: **************
  Email: ********************************************
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/09/2025

  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:06/16/2025

  Type:Sales and Advertising 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.

  Dear BBB,Im writing to respectfully request your help in resolving a billing issue with Aura.On May 28, 2025, an automatic annual renewal for Aura was processed on my bank account. While I did sign up for their service last year, I discontinued use early on and had forgotten that auto-renewal was still active.I received the autopay notification at 11:40 PM CST. By 7:00 AM the following morning, less than 8 hours later, I reached out to Aura by email to request both a cancellation and a refund.They responded (Ticket #********), asking me to log in and cancel the account, which I did. They also directed me to submit a refund request through their online form. I complied and explained that I no longer use the service, had forgotten about the autopay setting, and that my refund request came well within 24 hours of the charge.Unfortunately, my refund was denied under their Case #********. Aura stated that the denial was due to the fact that more than 60 days had passed since the initial purchasethough the charge in question was a renewal. Their policy appears to apply the refund terms of the initial purchase to all future renewals, regardless of when the request is made. This policy was not clearly communicated to me when I first signed up.While I understand the importance of company policies, I believe there are good grounds to consider this case on its merits - a policy that was not clearly explained, I no longer use the product, and I acted quickly. Not to mention that this charge has had a real financial impact on me. I have followed their channels for resolving this issue and have come up empty. Im kindly requesting that Aura reconsider their decision and issue a refund for the renewal.

  

  Business Response

  Date: 06/20/2025

  Thank you for reaching out and for sharing your experience. We sincerely apologize for any confusion or frustration you encountered, and we truly appreciate your patience as we worked to resolve this matter.
  
  We want to assure you that your concerns were taken seriously. While our original response was based on our standard policy, we revisited your case with care and consideration. We attempted to contact you by phone on June 18, 2025, and left a voicemail.
  
  We appreciate that you called us back on June 19, 2025, giving us the opportunity to confirm your refund request. Our records indicate that your account was fully closed and a refund in the amount of $106.59 was processed. A confirmation of this transaction was sent to your email.
  
  As a note: when an Aura account is canceled, it remains active through the end of the current billing cycle. This ensures that members retain access to all benefits theyve paid for until that period concludes.
  
  Your feedback is incredibly valuable to us. It helps us improve our service and better communicate our policies in the future. If theres anything more we can do, please dont hesitate to reach out to our ************* team who are available 24/7 at **************.

  Customer Answer

  Date: 06/25/2025

  [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,
  
  *** ******