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

  15 Network Dr 3rd Floor Burlington, MA 01803

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  PO Box 01580 Boston, MA 02201

  

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:10/29/2025

  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.

  On September 17, 2024, I purchased Aura Ultimate identity protection subscription in the amount of $261.29 for one year through ****** Play. I was able to use my account with no interruptions. When I had issues with the app, I reached out to Aura Ultimate identity protection at **************, and I was assisted with no issues. In September 2025, I received a renewal email. On September 17, 2025, I renewed through Aura Ultimate Identity Protection on ****** Play. The payment went through on September 30, 2025. On October 1, 2025, I noticed my subscription account was still not active, so I reached out to Aura Ultimate identity protection via phone call, who claimed they didn't receive the payment, so I should request a refund because my account is inactive. Since I made the payment through ****** Play and the payment process was completed at ******, I reached out to ******, but they were unsuccessful in refunding my payment. Therefore, ****** provided the phone number of Aura Ultimate Identity Protection for me to follow up. I called Aura again and the representative reported that they don't have my payment, and they still recommended that I request my refund through ****** Play. So, I reached out to ****** Play, and ****** Play responded, saying that "it doesn't meet our policy. When I researched through ****** Play, it led me back to Aura Ultimate Identity Protection for further assistance and a refund. At this point my payment of $261.29 for a yearly subscription with Aura Ultimate identity protection has been processed with this Transaction ID ***************************. Still, up to now Aura refuses to locate my payment so that they can reactivate my yearly subscription account just as they did last year and I am not able to receive my hard-earned money back. Aura has my payment, and the right thing needs to be done, as ****** Play and ****** are instructing me to reach out to Aura at their contact number **************.

  

  Business Response

  Date: 11/03/2025

  Thank you for bringing your concerns to our attention. Were truly sorry for the inconvenience and frustration you experienced. After carefully reviewing your account, we identified that your subscription cancellation resulted from a known ****** Play processing issue.
  
  On October 31, 2025, one of our Support Enablement Coordinators reached out and confirmed that a refund of $261.29 was issued through ****** Play. We also re-enrolled you in an Aura Couples Plan and added Call Protection and $5 million in insurance coverage to your account.

  We hope you were satisfied with the resolution and sincerely appreciate your patience and understanding. If you have any additional questions or need further assistance, please contact us at **************.

  Customer Answer

  Date: 11/04/2025

  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. 

  I spoke to Aura support enablement  coordinator ****** who was very professional in making sure all concerns were resolved so he end up processing my new subscription account in the amount of $156.78 which I paid for with my ****** account and the payment was processed however I am also seeing a separate payment of additional $8.00 charge which was not part of the agreement. I would like the additional $8.00 charge to be addressed since it was not part of my package deal. I have attached payment history for evidence purpose. Please resolve this for me. 

  
  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: 11/05/2025

  Thank you for bringing your concern to our attention. Our records indicate that our Support Enablement Coordinator, Patrik, spoke with you directly today to review and clarify the $8.00 charge. During that conversation, he explained that this was a temporary authorization hold for verification purposes and not an additional fee.

  You confirmed your understanding that the authorization hold would automatically reverse within 13 business days once processing was complete.

  We appreciate your time and the opportunity to assist in resolving your concern. If you have any additional questions or need further assistance, please feel free to contact Patrik *****************

  Customer Answer

  Date: 11/08/2025

  [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:10/29/2025

  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.

  Subject: Complaint Regarding Possible Fake Colognes Message:I purchased several colognes from a discount seller, and I believe they are counterfeit:Givenchy Cologne: Batch code ***** is invalid.Hawas Cologne: The cap comes off easily and there is no magnetic feature .Givenchy Pi Atomizer: The spray top and the ring on top do not stay in place and can come off, which is not how an authentic bottle functions.I am requesting assistance in resolving this issue and would like to know my options for a refund or replacement with genuine products.

  

  Business Response

  Date: 10/30/2025

  Thank you for contacting Aura. Were sorry to hear about your experience.

  Wed like to clarify that youve reached Aura LLC, a digital security company that provides online protection services such as identity and credit monitoring, safe browsing tools, and *** services. Aura does not manufacture, sell, or distribute physical products, including colognes or fragrances.

  It appears this complaint was submitted to the wrong company. We recommend reaching out directly to the retailer or manufacturer from whom you purchased the items for assistance with your concerns.

• Initial Complaint

  Date:10/22/2025

  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 paid for a one year subscription to monitor any unusual activity in October 20 24. I did not agree to continuous subscription it shouldve been only for a year. I received an email October 21, 2025 that the yearly subscription would be renewing, I logged in October 22 and they already charged $212 for a one year membership.. I called the company which was a lengthy hold time only to be told that because they notified me of the renewal they would not refund for the 2025 2026 subscription. Ive never a company that would not refund for a years subscription. I feel like this company makes it very difficult to cancel and does not adequately notify you what you will be charged.

  

  Business Response

  Date: 10/24/2025

  Thank you for bringing your concerns to our attention. We are truly sorry to hear about the difficulties you have experienced and understand how concerning these issues must be.
  Our records show that one of our Support Enablement Coordinators connected with you to review your concerns and explain our auto-renewal policy, including how and when renewal notifications are sent.
  Per your request, your membership has since been closed, and a full refund of $212.14 has been issued to the billing account on file.
  If you have any additional questions or need further assistance, our ************* Team is available 24/7 at **************, and well be happy to help. 

  Customer Answer

  Date: 10/24/2025

  [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:09/29/2025

  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.

  Arura identity protection was only supposed to charge me ***** for 1 months subscription but instead charged me 1***** and also ***** again,I never agreed to nothing but ***** 1 month subscription,also they locked my bank card

  

  Business Response

  Date: 10/01/2025

  We sincerely apologize for the frustration this billing issue has caused. We understand how concerning unexpected charges can be and appreciate the opportunity to address your concerns.
  During your online enrollment, the option to upgrade from monthly to annual billing was presented. It appears this option may have been accepted in error on your part, which updated your plan to annual and resulted in the additional charge.
  On September 28, 2025, you contacted us, and we promptly reverted your plan back to a monthly subscription. A refund of $101.76 was issued to the billing card on file the same day.
  If you need any further assistance, our ************* team is available 24/7 at ************** and will be happy to help

• Initial Complaint

  Date:09/24/2025

  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 purchased Aura Suite Aura Ultimate - Individual Yearly (auto-renew)$215.78 Introductory Discount (one-time)-$95.90 Total$128.28 on 03/05/2025.On 03/28/2025 I was charged the following:DescriptionAmount Aura Suite Aura Ultimate - Individual Yearly (auto-renew)-$202.77 Aura Suite Aura Ultimate - Individual Two Years (auto-renew)$240.00 Introductory Discount (one-time)$90.12 Total$75.94.I attempted to get Aura message protection to work but it never sent messages to any junk folder. I reviewed Aura at the App Store about this issue in June 2025. I did not contact Aura because their issue had not been resolved I notified Aura customer service and ********************** chose to do nothing. I cancelled the Aura account on 09/18/2025. See cases ********, ********, ********, ********, ********

  

  Business Response

  Date: 09/29/2025

  We sincerely apologize for the frustration youve experienced and truly regret that your expectations were not met.
  Our records indicate that when you left an app review earlier this year, our team responded by advising you to call us directly so we could assist with your concerns. Additionally, when you later emailed us, we again advised you to call in for assistance; however, you declined. We are sorry that we were not given the opportunity to work with you directly to resolve these issues at that time.
  That said, our records also confirm that your account has since been cancelled and a refund in the amount of $410.84 has been issued back to the credit card used at the time of enrollment.
  If you have any further questions or need additional assistance, our ************* team is available 24/7 at **************.
  We appreciate your feedback, as it helps us identify opportunities to improve both our products and our communication.

  Customer Answer

  Date: 09/29/2025

  [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:09/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They make it nearly impossible to cancel your subscription and purposefully set it up to make it a nightmare. They call it "security" purposes but there's nothing secure about any of it, their platform doesn't do anything it says it does and they make it so that they just keep charging you in a subscription and hope you don't notice. This is a scam ripping people off

  

  Business Response

  Date: 09/23/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience this situation may have caused.
  
  We regret that your initial experience with our team did not meet expectations. According to our records, one of our SET Coordinators was able to reach you on September 22, 2025, to close and refund your account.
  
  We hope this resolution addresses your concerns. Your feedback is truly valued, as it helps us continue to improve our processes and communication with our members.
  
  If you have any further questions or need additional assistance, our ************* team is available 24/7 at **************.

• Initial Complaint

  Date:09/16/2025

  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 September 10, 2025, I received the following email from Aura: Your Aura payment for $99.99 was successfully charged to your payment method on file. Please see the attached invoice to review your renewal price. You can stop your subscription from renewing at any time by logging into your account or calling **************. I called on September 11, ****************************************************************************************** advance of the charge for the renewal payment. I was told by the ***resentative that a case would be escalated for review.On September 12, 2025, I received the following template response email: Thank you for reaching out to us regarding the escalated refund request for Case # (********). We appreciate the opportunity to address your concerns at a higher level.After a thorough review of your case, we regret to inform you that we are unable to approve the escalated refund request at this time. We understand the frustration this situation may cause and sincerely apologize for any inconvenience it has caused you. Our decision is based on our company's policies and guidelines, which are in place to ensure fair and consistent treatment for all our customers. While we empathize with your situation, we must adhere to these policies (**********************************************************). Your account will remain active through the end of the current billing period. After that date, your subscription will be officially closed, and you will no longer have access to our services unless you choose to renew.I again called and talked to a *** pointing out the fact that my complaint is that I did not receive the required notice of the upcoming charge and therefore should not charged. I asked to speak to a supervisor - no-one available - new case created, I was promised a call back on Monday, Sept 15th. No call received - I called today and requested a supervisor - told no-one was available, but that they would update my case with the request.

  

  Business Response

  Date: 09/19/2025

  Thank you for reaching out with your concerns. We are truly sorry for any inconvenience this situation may have caused. We regret that your initial experience with our team did not meet expectations, and we appreciate the opportunity to clarify.
  Our records indicate that we attempted to contact you on September 15, 2025, and a voicemail was left at that time. We also show that your account has since been cancelled and a refund of $99.99 has been issued back to the credit card on file.
  We hope this resolution addresses your concerns, and we value your feedback as it helps us continue improving our processes and communication with our members. If you have any additional questions, our ************* team is available 24/7 at **************.

• Initial Complaint

  Date:09/08/2025

  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 became a member of Aura around a month or so ago. I wanted to ensure that our identity was safe from a stalker situation in our lives. I used my debit card to set up the service and at first it was great. There is NO live help on the website and never get call backs when you call the actual phone number. Aura put a fraud alert on my ****** account which I did NOT use establishing my account. Blocking me from the ability to use my normal life to function. No I have zero access to use my ****** account. I cannot reach anyone and even worse I cannot validate the card they claimed I supposidly defrauded them with because it was canceled more than 3 years ago. I could not have even used that card to sign up with!!!! They have left me in a situation of being unable to live my life in a funcation manner and they have zero ability to correct this because neither ****** or aura answers the phone!! ****** case ID *****************

  

  Business Response

  Date: 09/12/2025

  Thank you for bringing your concerns to our attention. We are very sorry to hear about the difficulties youve experienced and understand how frustrating this situation must be.

  Our records show that a Support Enablement Coordinator attempted to reach you by phone, left a voicemail, and also followed up with an email. We would greatly appreciate the opportunity to assist you and work toward resolving your concerns as quickly as possible.
  
  For the fastest resolution, we encourage you to return the call to the direct number provided in the email from our Support Enablement Coordinator. This will connect you directly with the team member who is already familiar with your case and ready to help.

• Initial Complaint

  Date:09/06/2025

  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 sign up on my computer through their website for free trial 1 week I cancel after 2 days still got charged though on my credit card August 8th-9th I contact them through phone number they say they cant find my account or wont be able to help me get refund I contact aura support email with picture of my receipt cancellation they reply back with automated reply wont even help me now I have no choice but to find other people to help me I have already started the dispute with my bank but its been too long already September now

  

  Business Response

  Date: 09/11/2025

  Were very sorry we did not meet your expectations and understand your frustration. Thank you for reaching out and for giving us the opportunity to review your experience. We apologize for the confusion surrounding the charge and the difficulty locating your account.
  
  Our records show that one of our Support Enablement Coordinators was able to connect with you and explain that the challenge in locating your account stemmed from a prior data deletion request. This type of request permanently removes account details from our systems, which is why we were unable to retrieve your information.
  
  To resolve this matter, a manual refund check in the amount of $48.00 will be mailed to the address you provided in your BBB complaint. If you have any additional questions or need further assistance, please dont hesitate to reach back out to the Support Enablement Coordinator who assisted you.

• Initial Complaint

  Date:08/31/2025

  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.

  well aura digital app. got hacked . I want my money back n a report it damage all my iPhones . I ***************** I knew something was wrong. *** the numbers kept on changing n locations too. they have a million dollar insurance. well if not the insurance a report. about. it. cuz. I am going through I identity theft. n they were protecting me when all devices are failing . n compute broke. ****** pick up the mistake aura. all along nope don't want nothing. but a report that I cancel cuz it was hacked

  

  Business Response

  Date: 09/08/2025

  Thank you for bringing your concerns to our attention. We are truly sorry to hear about the difficulties you have experienced and understand how concerning these issues must be.
  
  Our records indicate that we spoke with you directly to address your concerns, and your membership has since been closed with a full refund issued to the billing account on file.
  
  If you have any further questions or would like to speak with someone directly, our ************* team is available 24/7 at **************.