Reviews

This profile includes reviews 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

  
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  Aura

  PO Box 51550 Boston, MA 02205-1550

  
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  Aura

  PO Box 01580 Boston, MA 02201

  
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  Aura

  10 High St Boston, MA 02110

  
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  Aura

  15 Network Dr 3rd Floor Burlington, MA 01803

  

Review Details

• Review fromGeraldine B

  Date: 11/30/2023

  1 star
  Wondering if Aura is just a scam as they want more money to resubscribe just 2 months after subscribing? In my opinion this is very questionable and have never heard from them otherwise and can Not cancel from them for a year???
  

  Aura

  Date: 05/20/2024

  I am sorry to learn that your experience with Aura was less than satisfactory. We value our customers and exceptional ********************** is always our priority. Our records indicate that you have the paid for the membership through 9/18/ 2024. If you would like to discuss the membership or need assistance logging in , please call Customer **********************. Please call us at ************ and any specialist will be able to assist you. We do have live agents available 24/7.

• Review fromTom S

  Date: 11/16/2023

  1 star
  Horrible product, annoying product, its a scam, bad customer service, I would only recommend this to my enemies
  

  Aura

  Date: 12/13/2023

  Good afternoon Mr. S*****, 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 that you called in concerning scam calls but declined to add the Call protection feature to your service. The membership will automatically cancel at the end of term, July 25, 2024.
  If you have any other concerns about the features being provided, please call our Customer Care department at **************.  Thank you Mr. S*****

• Review frommichael l

  Date: 10/21/2023

  1 star
  My wife and I called about switching from Experian to Aura. The enrollment adviser told us we could get the Couples plan for $138 a year, IF we paid now. He took my wife's data and when we asked about mine, we were told we had to do it online.
  We logged in and immediately noticed we were only signed up for the individual plan. We call the number they gave us and were told that there is no 138 "special" plan. We decline to upgrade and call the enrollment number again.
  The adviser we get this time tells us there is no $138 plan and the guy that told us that had just clocked out. Sure he did. If they cant get our enrollment right we dont trust them with our monitoring so we ask to be transferred to the cancellation dept.
  The lady there apologizes but insists it was a mistake and there is no "special". We say fine, give us back our money that we gave you 10 minutes ago. She starts to process this and low and behold, She discovers why we were given the individual plan. The original agent pushed the wrong button and she JUST discovered that there is in fact, a $138 deal
  I feel this was a bait and switch that most people would just accept and pay the extra money. We would of paid the extra if that was the price we were given at the beginning. But for 3 of the 4 agents to claim the was no deal and then to suddenly "find" it when we demanded our money back sends up so many red flags about their deceptive business practices that we decided not to trust them with our security.
  If they cant get the enrollment right, how well can they protect you?
  

  Aura

  Date: 10/31/2023

  Good morning, please accept my apology on behalf of Aura. I am sorry to learn that your experience with the enrollment was less than satisfactory. We value our customers and exceptional service is always our priority.
  We have attempted to reach out to your wife to rectify this issue. We would like to offer you a complimentary family plan for 1 year. Please call in at your convenience at ************ and request to speak to Supervisor Aubree.

• Review fromLinett H

  Date: 10/17/2023

  1 star
  After much research went with the ****** recommendation. Free 60 Day Trail and opted for yearly promotion as to not miss out on SALE. tried to cancel and the website and the App are very hard to navigate. I contacted prior to 60 day and was put on hold and person never returned. Called a 2nd time to a bussing and no response. I I did succeed in googling how to cancel membership on APP. and was able to 2 days past date. I feel they make it hard to navigate the website and the app to confuse clients and make it harder to give a refund or cancel the subscription/. The issue is they refuse to return any of my funds and will not listen to proof of call history or login history. We did not receive ANY type of benefits from this service and would like at least a partial refund.
  

  Aura

  Date: 10/25/2023

  Good afternoon Ms. H*****, thank you for sharing your concerns about our cancellation process. We apologize that you were unsuccessful in contacting us to request immediate cancellation before the 60 day trial expired. Even though the cancellation request was processed a couple of days after the MBG, we will honor your immediate cancellation request and issue a refund back to the credit card used to purchase the plan ending in 6784.
  If you have any other concerns, please call our Customer Care department at **************.  Thank you Ms. H*****
  

  
  
  

• Review fromYates W

  Date: 10/11/2023

  1 star
  Aura randomly cancelled my membership one morning via email without my instruction, with the email telling me to go to the app if I wanted to re-activate my account. Imagine my surprise when I discovered that re-activating my subscription - the only way I could get access to all my passwords from the password manager - would require me to pay DOUBLE what I was paying previously.
  I re-activated my account just so I could get my passwords offloaded to a different password manager, and went to cancel my subscription. I was frustrated to discover it was impossible to cancel it through the app, and even when I went to the website, I was forced to answer several questions and repeatedly click "Cancel Membership." Finally, at the final screen, when I clicked "Continue Cancellation," a mysterious "error" occurred requiring me to call Aura to proceed with the cancellation.
  Upon calling, the representative I spoke with couldn't cancel my membership and had to sit on hold with the "Loyalty Department" for several minutes, who failed to respond in any significant way, forcing me to wait and wait for someone with authority to cancel my membership. Finally, the original representative discovered that my subscription was handled through my Apple ID, and had to cancel it there.
  For a company who is supposed to protect people from scammers, they engage in some seriously scammy business practices.
  

  Aura

  Date: 10/25/2023

  Good afternoon Ms. Y****, thank you for sharing your concerns about our cancellation process. Our records indicate that we sent out 6 emails regarding the billing decline and advising that billing would need to be updated. The initial billing declined email was sent on August 18,2023. The final reminder was sent September 11, 2023. Due to no response the membership cancelled on 9/14/23. The underlying reason why there was an issue with the online cancellation request was due to the fact that you subsequently re-enrolled through Apple Id. When members purchase our service through an app, the cancellation must be requested through the app. We can reassure you that the account was cancelled on September 13, 2023. We apologize for any inconvenience this may have caused.
  If you have any other concerns, please call our Customer Care Department at **************.
  Thank you for giving us the opportunity to share information about the cancellation delay. Thank you Ms. Y****

• Review fromColten W

  Date: 10/06/2023

  1 star
  Purchased this service 6 month ago. Now I can find more information on myself than ever before. Complete scam stay away!
  

  Aura

  Date: 11/07/2023

  Good evening,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. We have attempted to reach out to you to discuss your concerns. Please call in at your convenience at ************ and request to speak to a Supervisor.

• Review fromPhilip A

  Date: 08/31/2023

  1 star
  Scam operation. Tried to call to cancel the subscription. The voice response was "No one will be available to answer your call". I simply blocked the charges on my credit card. One star BBB rating is way too high for this company.
  

  Aura

  Date: 09/13/2023

  Good afternoon Mr. *******, we take customer satisfaction seriously and are glad to hear from you.
  First, we would like to apologize for the frustration you have been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We were not able to locate an account with your name or email address. In order to better assist, please call us at 1-833-552-2123. We have specialists available to assist 24/7.
  

  
  
  

• Review fromIvan S

  Date: 08/11/2023

  1 star
  I signed up with Aura based on recommendations from Forbes and US New and World Report. I was offered an additional plan that blocked robocalls, spam phone calls and texts. However, I received an email from Aura stating that I had 49 voicemails yesterday alone. I can not access those voicemails. The tech support was worthless. He told me that my voicemails were on my phone, which they are not. He finally talked me into deactivating that part of the service.
  

  Aura

  Date: 08/17/2023

  Good afternoon Mr. S******, we take customer satisfaction seriously and are glad to hear from you.
  First, we would like to apologize for the frustration you've been experiencing recently. We want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services.
  We're proud that you've selected our company as your service provider and we'd like the opportunity to resolve your concerns and earn your continued trust. Our Tech Support is currently trying to resolve your Call Protection issue and will continue to communicate with you until this has been resolved.
  We are truly sorry for the inconvenience.

• Review fromCarlos R

  Date: 07/20/2023

  1 star
  On a day colored by the monochromatic shades of grief, an unexpected blow was dealt, served cold by Aura Identity Guard Suite. A day that could have marked the peaceful end of my membership transitioned into a nightmarish reality of financial implications and a policy that stood as an uncaring edifice in the backdrop of personal loss. While ensconced within the unforgiving walls of a hospital, cradling the lingering echoes of my father’s departure from this world, I made an attempt to cancel my membership. Yet, my digital plea fell on infertile grounds, as I wrestled with the app to no avail. The interface, once a herald of protection, now became an un-scalable fortress to my desperate calls for cancellation. This dam erected between me and my intention was not enough; they proceeded to draw funds from my account, preying upon silence and misfortune. Come the following day, hope washed over me with the possibility of connecting with a human at the other end of all this - Dominique. However, this wave of solace broke against the steadfast and brutal reality of Aura's ironclad policy. There were no refunds, not even for reasons cloaked in pain and necessity, as heavy as the burden of arranging for one's final honor – a cremation. The veil was lifted from Aura Identity Guard’s muscular facade to reveal a heart devoid of empathy, remorse, and consideration. The funds evaporated from my account without prior warning, leaving behind a trail of desperate emails and irrefutable evidences bearing testimony to my claim.
  It is in this moment of agonizing retrospection and active warning that I lay bare my experience. Beware the lure of Aura's services, shrouded in promises that dissolve when truly tested. Seek alternative safeguards; do not let their policies trap you in a vortex of loss and financial despair. The disheartening lack of human touch in their customer service is a bitter pill to gulp down; thus, it is best to steer clear lest you find yourself adrift in the same
  

  Aura

  Date: 08/03/2023

  We are sorry for your loss. Thank you for sharing your concerns about the mobile app. We apologize for the inconvenience this may have caused. Plans due renew yearly unless canceled prior to the renewal date.
  While this is Identity Guard’s refund policy, we will issue a refund for the renewal charge and cancel the account due to the fact that you attempted to cancel your account.
  Thank you again for bringing this matter to our attention so that we can keep improving our services. We have cancelled your service immediately and issues a refund.

• Review fromHarriet D.

  Date: 04/11/2023

  1 star
  Signed up today for their free trial "couple" subscription to the tune of $218. After entering all of my info, I was asked for additional member I so I entered my husband's info indicating him as my spouse and using PayPal as my annual payment option.
  They immediately charged me the "family" annual subscription. No free trial, no couple cost.
  This whole free trial business is a scam and they do not honor the prices they offer. I had a very difficult time getting a refund. They had me on hold for 20-30 minutes while trying to figure out the supposed "glitch".
  It concerns me that not only did they try to rip me off but they now have all of my proprietary information. In addition, by charging my bank that $300, they have placed me in a potential overdraft situation which will cost me more money.
  I would tell everyone to avoid this company at all cos.
  

  Aura

  Date: 08/17/2023

  Good afternoon Ms. Dopp, We are sorry for any confusion this may have caused.  If you need further assistance, please feel free to call our Security Specialist at **************.  Thank you Ms. Dopp