Reviews
This profile includes reviews for Aura's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 56 Customer Reviews
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Review fromMike L
Date: 02/26/2024
1 starI have been a client since November 2023. I purchased the annual service. I then upgraded to 5 gig services for internet from 1 gig. That really showed how slow the VPN through AURA was. When I called customer service they said - yes it slows down. I checked the competition and found AURA's VPN speed to be 3-10 slower than such. I switched: called Aura who said yes, we are slower. But no prorated refund. I missed their 60-day window for cancelling by 1 week. Forget the performance issue - they don't care.
Aura
Date: 03/04/2024
Thank you for sharing your concerns about the VPN feature and our refund policy. We value our customers and exceptional service is always our priority.
A VPN can potentially slow down your internet connection. This is because your internet traffic is being routed through a remote server, which can add latency to your connection. The 60-day money back guarantee is available for our annual plans purchased through our websites. Per our refund policy, if an annual plan is cancelled after the 60 day money back guarantee, it will remain open until the end of the billing cycle so that customers may use all the benefits they have paid for.
Our records indicate that the cancellation request was made online on 2/22/24. Even though you requested cancellation after the 60 day money back guarantee, we have honored your immediate cancellation request and have issued a prorated refund of $183.21 back to the card on file ending in 5170.Aura
Date: 03/04/2024
Thank you for sharing your concerns about the VPN feature and our refund policy. We value our customers and exceptional service is always our priority.
A VPN can potentially slow down your internet connection. This is because your internet traffic is being routed through a remote server, which can add latency to your connection. The 60-day money back guarantee is available for our annual plans purchased through our websites. Per our refund policy, if an annual plan is cancelled after the 60 day money back guarantee, it will remain open until the end of the billing cycle so that customers may use all the benefits they have paid for.
Our records indicate that the cancellation request was made online on 2/22/24. Even though you requested cancellation after the 60 day money back guarantee, we have honored your immediate cancellation request and have issued a prorated refund of $183.21 back to the card on file ending in 5170.Review fromKathy W
Date: 02/26/2024
1 starRun away from Identity Guard/Aura!!!! (they merged - should have been my first flag) They failed to inform me and my two daughters that were on the same policy that car dealerships used our Social security numbers on three different occasions to lease cars (WE NEVER RECEIVED ALERTS). The neglected to notify us that BANK ACCOUNTS WERE BEING OPENED in January of 2024, Totally $60,000. NEVER ONCE have we received alerts. SHAME ON THIS COMPANY. What am I paying you for? These are YOUR words .... "Identity Guard will alert you every time a new account is opened in your name, including credit card and utility accounts." REALLY!!! THINK NOT SINCE YOU NEGLECTED TO NOTIFY US !!!!!!!! And then to make matters 10x worse, you hear my concerns and complaints and NEVER corrected the issues. You failed me, you failed my daughters and you failed as a "theft prevention company" and I recommend people not to use this company and use a reputable one.Aura
Date: 03/04/2024
We are sorry your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority.
Here are a few reasons why a member would not receive an alert concerning a new bank account:
The bank does not perform a credit check or verify the ID of new applicant.
Some institutions are delayed in this process for one reason or the other.
Not every company is associated with Early Warning System a financial technology company and consumer reporting agency that collects information about fraud and suspicious activity in consumer bank accounts and shares those details with financial institutions. EWS is a financial technology company and consumer reporting agency that collects information about fraud and suspicious activity in consumer bank accounts and shares those details with financial institutions.
Our records indicate that we honored your cancellation request on 2/26/24 and have also issued a full refund of $234.50 back to the card on file ending in 9489.
Thank you for giving us the opportunity to share information about the alerts provided by Aura and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements.Review fromWallace S.
Date: 02/19/2024
1 starI've spent over 2 hrs now trying to cancel this unwanted/poorly rated (viaPC Mag) operation!
1st they told me I hade to go thru my internet provider. But when I contacted my internet provider, "No, we are no longer associating with AURA and that charge you received is not thru us." ...[that said a lot!]. So, I call back and get another response, "You need to go thru Luma" I know nothing of "Luma". I demand to speak with a manger at AURA....But after 20 min hold, ,told, manager avail,."all in meetings". After a another PROLONGED hold, was told that their "tech support" finally cancelled.Aura
Date: 02/27/2024
Thank you for sharing your concerns about our cancellation process, we apologize for the confusion you experienced. The Cybershield product you purchased through Lumen recently underwent a migration in billing systems. Instead of being billed $10 by CenturyLink/Lumen, you are being billed $10 by Aura Cybershield. A migration notification was sent to users by CenturyLink in early January to notify users of this planned change.
We are working to ensure all agents are up to date on the latest change to provide the best possible support. Our records indicate that we honored your cancellation request on 2/19/2024.Review fromTawana J
Date: 02/10/2024
1 starService is substandard. They're great at working with people search sites, tracking your personal info. i.e. credit, deeds, etc. And having info removed from puvlic websites, but I purchased to prevent phone & computer malicious viruses/malwares. Since Aura, I've had viruses allowed to get on my computer & phone than I've ever had. Aura is more reactive software, it seems, Aura may eventually find viruses, but what's the damage to personal info before they find. Seemed great when i first got them, but now terrible. They recently updated software to remove mobile so you have to manually run, but when it's done, you get nothing no report, so I believe the mobile is no longer included, but you paid for cellular incl. They refused to provide me a refund they made these changes without notifying customer so you had to learn that theres a new app the old app doesnt work, or mobile devices isnt being checked or no scheduling device checks they claim they check when you log on computer if you turn that feature on but you you didnt know that was needed with new changes, but i don't see this either the only time i get a report is when i manually do the runs myself. I don't know about you, but I need a tool that checks my systems regularly. Since being with them, my computer and phone have been compromised, and I'm learning how far as we speak. Although they claim mobile coverage, they no longer cover mobile with their new changes after you couldn't get a refund for your yrly subscription and we all use mobile alot so that is a needed feature for many people. I tried to get a refund once I learned of their changes which they did not disclose and was denied my refund. My devices have been compromised I need to change mobile # and I had this number for 30 yrs, I had to delete my.computer and redo everything and one of my accounts was compromised. I have had virus protection on my devices for years and I made a mistake leaving my old company to come here. BE WARE.Aura
Date: 03/04/2024
Thank you for sharing your concerns about the VPN feature and our refund policy. We value our customers and exceptional service is always our priority.
Our records indicate that a supervisor reached out to you to discuss your concerns and forwarded your feedback to the engineering team. We have also requested a check in the amount of $30 to compensate for the issue.
Thank you once again for giving us the opportunity to share information about the Aura features and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements.Review fromMarva C
Date: 02/05/2024
1 starI am a new customer who signed up today to start the free 14 day trial. I already noticed that my score is different that the credit bureaus. After reading the reviews, I am having second thoughts. I will give it another 2 or 3 days to see if any improvement. I will be paying close attention.Aura
Date: 02/27/2024
Thank you for sharing your concerns about the credit score Aura provides. On our customer console, we do advise that the score you receive with Aura is provided for educational purposes to help you understand your credit. It is calculated using the information contained in your Equifax credit file. Lenders use many different credit scoring systems, and the score you receive with Aura is not the same score used by lenders to evaluate your credit.
Thank you for giving us the opportunity to share information about the score provided by Aura and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements, thank youReview fromKim G
Date: 01/29/2024
1 starTried to cancel online got an “error” no email nothing. I call told it is cancelled but they still took yearly subscription out. Called again told it was my problem I committed to year! When you look on your account there is no where to turn off yearly auto renewal. Also you can’t take your credit card off the account on their website and “Ray” said could not be done on his end. No email, no letter, nothing says I cancelled. Then add the price went up with no notification. This company is supposed to help you far from it. I really needed that money and tried to cancel.Aura
Date: 02/13/2024
Good afternoon Ms. G*********,thank you for sharing your concerns about our refund policy.
Identity Guard annual plans have a 30-day money back guarantee from time of enrollment and renew yearly unless canceled prior to the renewal date.
Renewal notices are sent to customers at least 30 days prior to the renewal date so that customers can make the decision to keep or cancel the service.
Cancellation may be performed through the member console or by calling our Customer Service team. Accounts canceled remain opened until the end of the billing cycle so that customers may use all the benefits they have paid for.
Thank you for giving us the opportunity to share information about our refund policy and for the feedback you have provided. We appreciate input from our customers so that we can better understand the customer experience and consider any necessary improvements.
Even though your cancellation request was made after the renewal date, we will honor your request. We have cancelled the membership and issued a refund back to the card ending in 0064 in the amount of $169.59.
If you have any other concerns about the features being provided, please call our Customer Care department at **************.Review fromTrish S
Date: 01/19/2024
1 starTech support bad. I have spent at least 2 hours two nights in a row with somebody having me go in and do all kinds of things with my passwords and then once they get to a certain point they don't know what to do so they say they'll have somebody call you the next day. That didn't happen and when I called back the guy showed me real easy how to do it but then I had so many in there that were duplicated and he said they were writing a program and didn't have anything yet for me to delete all of them and the one guy told me to put all my credit cards in there and then this guy acted like I didn't need to because they're not really protecting any of that type of financial stuff. Regardless after being told that he didn't know how to delete all 150 passwords with one Mass program I got so aggravated that I told him it's not worth this and unfortunately I've already signed up for a year and paid for it because I needed protection immediately. Once we got off the phone and I calmed down I got in there and looked at it and right at the top of the screen is a button that says select all and delete. All that frustration because tech support didn't know how to click on a box and hit the delete button over to the side and miraculously all of them were gone. But he knew I was getting so frustrated and really didn't care we were on the phone for an hour and a half and I was told I had to go in individually and delete each one in their app so if they don't know their own app it's not really making me feel comfortable that I have to rely on them to be monitoring anything. The frustration level is not worth what I paid for and I'm sure it's going to be a nightmare to get a refund. My fault for thinking that what I was hearing was true about them being less of a pain than the 30-day trial I had with LifeLock that lasted Less Than 3 days because of the same issues. It should not be this difficult to have to put your information in I had to change everything over to Chrome to get thereAura
Date: 01/30/2024
We apologize for the inconvenience caused by the recent addition of the Password Manager "delete all" option, which hadn't been properly communicated to our agents yet. Unfortunately, this meant that the information wasn't available to the agent assisting you at the time of your call. We are working to ensure all agents are up to date on the latest features to provide the best possible support.
If you need further assistance, please call our Customer Service at ************. We do have live agents available 24/7. Thank youReview fromSandy T
Date: 12/31/2023
1 starThis company is a total rip off. I was receiving about 20 spam text messages daily. Since I purchased this product I am probably receiving 30 spam text message daily. Now I am forced to change my cell number. DO NOT use this company. PitifulAura
Date: 01/10/2024
Good evening Ms. T*****, we are sorry your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate that our Tech Support team researched the issue and suggested you add some filters based on the type of spam messages you were receiving. Additionally, we suggested that you could report the messages as junk from your messaging app.
Since you cancelled the member within the money back guarantee time frame, we have issued an additional refund in the amount of $10.06 back to the card ending in 9474. We apologize that you were initially refunded a prorated refund in the amount of $79.82.
If you need further assistance, please call Customer Service ************. We do have live agents available 24/7. Thank you Ms. T*****Sandy T
Date: 01/11/2024
Had I not brought the prorated refund to your attention, you would more than likely not have made me whole. I did everything your tech team told me to do far short of spending more money to upgrade my coverage. When I signed up for AURA I clearly told them what my issue was and I was told the coverage I elected would resolve my issues. Couldn’t be any further from the truth for both the refund amount & the technical issues. Thank you but NO thank you! I just hope others just don’t accept the garbage your company feeds them. Thank you for reimbursing the rest of my guaranteed payment even though I had to threaten legal resources.Review fromFrancis B
Date: 12/11/2023
1 starGot sucked in to a Black Friday deal in 2022. Cancelled my membership the day of my renewal and was told I would get a refund in 2-3 business days. I never received a refund but did receive an email acknowledging my cancellation. I called today and was told Aura does not provide refunds when you sign up for a deal so I was charged for the full year. I’ve never experienced this type of service with any other company. I would stay very far away. Customer Service told me I was out of luck. Please let me know if there is someone that can assist.Aura
Date: 12/18/2023
Good afternoon Ms. B*******, I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. Our records indicate the account was cancelled on December 02, 2023. We issued a refund in the amount of $255.90 back to the card on file ending in 2006.
If you have any other questions or concerns about the cancellation, please call our Customer Care department at ************. Thank you Ms. B*******Review fromDean O
Date: 12/06/2023
1 starUseless as tits on a bull ! My email address was found on the dark web. It was found by Capital One, and not Aura. When I called Aura I received a ton of excuses, but no answers. When I asked the representative to give me a refund, they said it was passed the 60 days. So let me get this right, they failed at their job; and I have to still pay them. This company is a scam and no difference than the people they are supposed to guard against. SCAMMERS !!!!!!Aura
Date: 12/18/2023
Good afternoon Mr. O******, I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional service is always our priority. While we cannot speak to the methods of other companies, we can assure you that Aura sets the highest possible standards when it comes to detecting the presence of your information appearing on the Dark Web, and identifying with certainty the source of where your information was released from. Alerts will only be sent when all information has been verified as 100% accurate.
Our records indicate that you called to cancel your membership on 12/6/2023. Although your request is past the money back guarantee policy, we will honor your cancellation request. We have cancelled your account completely and we issued a prorated refund of $69.93 back to the card ending in 6495. I am sorry for any inconvenience this may have caused you. Thank you Mr. O******Dean O
Date: 01/11/2024
I do appreciate you did the right thing
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