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

  PO Box 01580 Boston, MA 02201

  
• 

  Aura

  PO Box 51550 Boston, MA 02205-1550

  
• 

  Aura

  10 High St Boston, MA 02110

  
• 

  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:05/20/2025

  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 signed up for a free trial and they charged my card immediately. The representative said I needed to give my information on a recorded. When I called to find out about the charge, the representative I talked to said it didn't need to be on a recorded line. I feel the first representative didn't need to record my information. Every time I called and mentioned the card was charged, I was transferred and then hung up on. This happened 5 or 6 times.

  

  Business Response

  Date: 05/22/2025

  We are sorry that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. 

  Wed like to clarify our services and address your questions about our enrollment process. Some of our products actively monitor sensitive personal data to keep our members protected. This is why we need these sensitive details during the enrollment process. 

  We apologize for the billing error that wasn't resolved during your enrollment. Our records indicate your account was closed, and your refund was issued to the card on file on 05/06/2025.

  Please know that we value your feedback. It's crucial for helping us improve our support processes and ensuring better experiences for all our members.
  

  
  

• Initial Complaint

  Date:05/15/2025

  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.

  I was searching for a specific company on ******. When I clicked on that companies name I was forwarded unknowingly to Aura where I signed up and paid the fee. Within minutes of signing up I realized the mistake and immediately called Aura customer support. Yesterday may 14 I received an email stating I would not receive a refund. The company also offers a free trial. They used a competitor to draw customer to their site.

  

  Business Response

  Date: 05/15/2025

  Thank you for contacting Aura. Were truly sorry to hear that our services did not meet your needs and appreciate the opportunity to assist you.
  Wed like to take a moment to clarify our cancellation policy:
  Monthly subscription cancellations can be completed at any time through the member portal or by contacting our **************** team. Once canceled, accounts remain active through the end of the current billing cycle, allowing continued access to all features and protections already paid for.
  That said, we understand your concerns and, as a courtesy, we have taken the following actions:
  Your account has been canceled immediately, effective today and a refund of $21.20the full amount billed for your one-month subscriptionhas been issued to the credit card on file. 
  Please allow 57 business days for the refund to appear, depending on your financial institution.
  If you have any additional questions or concerns, our ************* team is available 24/7 at **************.
  
  

• Initial Complaint

  Date:05/13/2025

  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.

  Ultra Antivirus the alleged successor to Kaspersky Antivirus. When I first learned in July 2024 that ********* would be banned from operating in the ** S., I selected a new antivirus provider and explicitly cancelled my ********* subscriptions. I went so far as to delete my account, and have that confirmation as of January 2025. On April 6, 2025 I received an e-mail from Ultra Antivirus advising me they would renew my subscription (which I'd never had) on May 6, 2025. I used the provided links to get signed in to the account they'd set up, explicitly declined the subscription and deleted my account. On May 6, 2025, Ultra Antivirus attempted to charge my credit card, which they never should have had, $129.99 for the subscription. Fortunately my credit card company declined the transaction as fraudulent. Subsequently, on May 9, 2025, UltraAntivirus attempted to charge my new card, and was declined again. I now have to get a second new card in a week My card company as said this time they have blocked Ultra Antivirus. Ultra Antivirus should never have had my credit card information and ignored my instruction to not charge me for unwanted services.

  

  Business Response

  Date: 05/15/2025

  We sincerely apologize for any misunderstanding and appreciate you bringing this to our attention. Our goal is to deliver world-class protection, including VPN, Antivirus, and Identity Theft servicesall of which were offered to you at a significantly discounted rate as part of a transitional offer following Kasperskys departure from the **** market.
  We understand that this type of service may not be the right fit for everyone. Thats why our Welcome and Pre-Billing emails include clear contact information24/7 email and chat support, along with a dedicated customer care phone numberso members can reach out with any questions or concerns.
  Weve reviewed our system using both the email address and phone number you provided, and were unable to locate any prior correspondence from you requesting assistance. That said, we want to reassure you that your account has now been canceled, and you will not be charged moving forward.
  If you have any additional questions or need further support, please dont hesitate to reach out through the contact links provided in our emails or by visiting our website.

• Initial Complaint

  Date:05/04/2025

  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 canceled the account online 2 months ago but was still charged the monthly fee. What's even more surprising is that my checking account was closed and Aura was not given the new account which a fraudulent transaction made without authorization. Being cybersecurity they must have hacked into my account.

  

  Business Response

  Date: 05/09/2025

  Thank you for contacting Aura. Were truly sorry to hear about the experience youve had and appreciate you bringing this to our attention.
  After reviewing your account, we were unable to locate any record of a cancellation request submitted two months ago through our system. We sincerely apologize for any confusion this may have caused and understand how frustrating this situation must be.
  Regarding your billing concern, please note that some banks participate in an automated card updater service, which may share updated card or account information with authorized merchantseven after a card is reported lost or stolen. This process is designed to help maintain uninterrupted automatic payments for services the customer is actively subscribed to. However, we fully recognize your concerns in this case and take them seriously.
  To resolve this matter, we have:
  Cancelled your Aura account, effective immediately.
  Issued a two-month refund to the most recent billing account we have on file.
  You should see the refunded amount reflected in your bank statement within 57 business days, depending on your financial institution.
  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.
  

• Initial Complaint

  Date:05/03/2025

  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 prepaid for the Aura Ultimate Couple identify theft protect and monitoring. As I had pre-paid the full year, I wanted to cancel the auto-renewal. I cancelled the membership assuming what I had already paid for was still in effect. The notices about it being cancelled "immediately" was thought to be to the auto-renewal, not pre-paid services like with any other membership account I have. Even on the membership screen when I logged in (see document), it still said that the membership was good until October *******. When I called customer service, they said it was cancelled and I had to request a refund. When I requested this, they said I was outside the window.I didn't understand why a prepaid service would be cancelled and not refunded, and moreover, if cancelled why there wasn't again transparent communication in an understandable manner that as the customer an additional step to request a refund would be needed. I feel deceived and ripped off by a company I entrusted all my personal information with. They need 1) to have a way to turn off auto-renew without misleading information form the customer portal page; 2) when it is cancelled, there should be an email with clear confirmation stating that all services, even pre-paid were cancelled; c) and instructions on what needs to occur to get a refund if this is the case. When I asked why if it was totally cancelled I could still login in, get alerts, etc. I was told it "was courtesy." This is also misleading, as the access as well as the "Ends On" date showing through the end of the pre-paid year. I want my prorated amount refunded to me for services not received.I feel that the way in which the cancellation occurs, lack of follow-up confirmation and instructions to obtain a refund in the window, is misleading. I feel like Aura ripped me off for services I have not received for the duration paid for in advance.

  

  Business Response

  Date: 05/06/2025

  Thank you for taking the time to share your concerns regarding your Aura membership experience. We sincerely regret any confusion or frustration this situation may have caused.
  Our records show that weve made two attempts to contact you by phone, leaving voicemail messages on both occasions. Weve also followed up with email outreach in an effort to connect with you directly. We remain eager to speak with you to better understand your experience and work toward a resolution.
  Please feel free to contact us at your earliest convenience. Our ************* team is available 24/7 at **************. Youre also welcome to reply to our direct emails with the best time and number to reach you, and well be happy to follow up.
  We truly appreciate your patience and the opportunity to make things right.

  Customer Answer

  Date: 05/09/2025

  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 was contacted during my work hours while I was in meetings. After receiving an email, I replied with my availability, yet no follow-up call was made. Furthermore, the initial customer service interaction I experienced was unacceptable and was the primary reason I submitted this complaint. Given that experience, I do not find it a reasonable use of my personal time to engage in another unproductive conversation with yet another representative or supervisor who is unlikely to resolve my concerns. I paid for a service that was not rendered. I did not receive transparent information regarding the refund process, which has further obstructed my ability to recover the funds. The quality of customer service I encountered made it clear that customer retention and satisfaction are not priorities. My request is still to have a refund issued to my original form of payment, or check.

   
  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: 05/16/2025

  Please accept our sincere apologies for the delay in responding and for the frustration caused during your initial customer service experience. While we received your initial complaint, the account was not immediately canceled as we hoped to first discuss the antivirus issue you mentioned and offer support.
  Since you submitted a cancellation request via the member portal on December 20, 2024, and in light of the miscommunication surrounding that request, we have now fully canceled your account and issued a full refund to your original form of payment.
  If you have any further questions, our ************* team is available 24/7 and can be reached at **************. We truly appreciate your patience and again apologize for the inconvenience.
  
  
  

  Customer Answer

  Date: 05/19/2025

  
  
  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. 
  
  Thank you,
  
  ****** *******

• Initial Complaint

  Date:04/30/2025

  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.

  Ultra AntiVirus is the hardest company to get a hold of, but they have no issues continuing to try to charge your account. Why would anyone trust you to protect their computers when you can't even get in contact with the company and they continue to be shady?

  

  Business Response

  Date: 07/01/2025

  Were sorry to hear that you found it difficult to get in touch with usthats certainly not the experience we want for our members.
  After reviewing the correspondence between you and our team, we see that you reached out on April 14th, and your request was handled promptly. You initially contacted us using your Gmail account to request the cancellation and deletion of your account. Following our discussion, we were able to locate your account under a different Yahoo email address. Once we validated the account under that address, we proceeded to cancel and delete it.
  If you attempt to sign in or request a password reset, you will find that the account no longer exists in our systems.
  As a privacy-conscious company, we prioritize your control over your personal data. If you have any further questions or need additional support, please dont hesitate to reach out. You can contact us directly at ********************************************. 
  

• Initial Complaint

  Date:04/24/2025

  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.

  I purchased an annual protection plan to protect my sensitive data from hackers.And to keep my credit score, accurate. False information has been reported, and they will do nothing about it. No other the credit bureau shows what they show. It is false, inaccurate. And when I cancel the membership, they will not refund any money for unused months. **************** is not friendly. They are not out for the customer or the consumer They take your money and report fraudulent information. I am the one hurting ******** that.

  

  Business Response

  Date: 04/30/2025

  Thank you for reaching out and sharing your concerns. We truly understand how frustrating and upsetting it can be to deal with inaccurate credit information.
  After reviewing your account, our records indicate that we attempted to contact you multiple times by phone, followed by several email communications, in an effort to assist you with your concerns. 
  If you would like to continue the conversation or revisit your concerns, we encourage you to call us directly at ************ and ask to speak with the Coordinator who was initially assisting you. We want to ensure youre connected with someone familiar with your case and who can provide the attention and clarity you deserve.
  
  

• Initial Complaint

  Date:04/03/2025

  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 cancelled the Aura app three days prior to the renewal and they still charged me for the next monthly fee. I had already been charged for this app once before that I never used and cancelled after ther trial period. This company should not be allowed to take credit card information if they are going to take money from people indiscriminantly.

  

  Business Response

  Date: 04/04/2025

  Thank you for reaching out, and we sincerely apologize for any frustration this situation may have caused.
  
  After reviewing your account, we did not find any prior cancellation requests or support calls before the most recent renewal. However, our records confirm that we received an online cancellation request on April 3, 2025. Please note that monthly subscriptions remain active through the end of the billing period and automatically renew unless canceled beforehand.
  
  Weve gone ahead and canceled your account immediately. As a courtesy, weve also issued a refund for one month in the amount of $50.64, which will be returned to the credit card on file.
  
  If you have any additional questions or concerns, please dont hesitate to contact us at **************. Our ************* team is available 24/7 and ready to help.

• Initial Complaint

  Date:04/02/2025

  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.

  Subject: Formal Complaint Regarding Idenity Guard. Aura the parent company To Whom It May Concern:I am writing to formally document the ongoing issues with my account that was locked down due to suspected fraud. Despite my numerous attempts to resolve this matter, I have encountered significant obstacles that have only compounded my frustration.When my account was initially flagged and locked, I immediately attempted to follow proper protocols to verify my identity and restore access. However, Identity Guard has consistently failed to work with me to resolve this situation. Instead of providing assistance, they have continued to charge my payment method monthly while my account remains inaccessible.This practice of charging customers for services they cannot access due to the company's own security measures is unethical and potentially illegal. I have made multiple good-faith attempts to address this issue through your customer service channels without resolution.I request the following immediate actions:1. Refund of all charges incurred during the period my account was locked 2. Compensation for the time the account was not used (WHICH IS NEVER USED)If this matter is not resolved within 10 business days, I will be forced to escalate this complaint to the appropriate consumer protection agencies and regulatory authorities.I maintain detailed records of all communications and charges related to this incident and am prepared to provide this documentation as needed.Sincerely,***** ******

  

  Business Response

  Date: 04/04/2025

  Were sorry to hear that our service did not meet your expectations. At Identity Guard, we are committed to delivering exceptional service, and we take your concerns seriously. We understand your frustration and sincerely apologize for any inconvenience this may have caused.
  Our records indicate that we spoke with you on April 3, 2025, and addressed your concerns at that time. During that conversation, we processed your account cancellation and issued a refund in the amount of $95.91, which will be returned to the credit card on file.
  If you have any additional questions or need further assistance, please dont hesitate to contact us at **************. Our ************* team is available 24/7 and ready to help.

• Initial Complaint

  Date:03/17/2025

  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 cannot contact the company to resolve this. Two things recently happened to me because the security on Aura is too tight. I wanted to open a credit card with ****************. They sent me a notice they cannot because Aura won't let them access my credit score. Also, just yesterday I tried placing an online order with ****** as I ofen do. I just got a message from ****** cancelling the order because Aura blocked them from verifying authorization of $617. So I tried contacting Aura, impossible to speak to a person unless you make an appointment which did for 4 days from now was their earliest appointment for me to talk to a human! Last time I made an appointment, the person never called me. Then I made another appointment and the caller was late to the call by about 2 hours.

  

  Business Response

  Date: 03/18/2025

  Thank you for reaching out and sharing your concerns. We apologize for the difficulty reaching us and for any inconvenience this may have caused.
  
  Upon reviewing our records, we see that our team recently assisted you with unlocking your Experian credit file and provided clarification regarding Auras Financial Transaction Monitoring (FTM) feature. We want to reassure you that Aura does not block transactions or credit inquirieswe simply monitor for suspicious activity and alert you accordingly to help keep your accounts secure.
  
  Additionally, wed like to clarify that the phone number you previously called connects to our *********************** which may have caused delays in reaching the appropriate support team. For direct assistance in the future, please contact our Customer Support team at **************, where our agents are available 24/7 to assist you.
  
  We appreciate your patience and value your trust in Aura. If you have any further questions or need additional support, please dont hesitate to contact us.

  Customer Answer

  Date: 03/18/2025

  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,
  
  ***** ******