Complaints

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:07/08/2023

  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 initially signed up with Identity Force a ****** subsidiary company back on 6/25/23. That night after experiencing terrible customer service I cancelled my subscription. I have the email to confirm this. A manager got on the line the next day when I requested a refund and sent me an email stating I would receive a full refund for the service. I have both emails. I have yet to receive the refund and they are blaming my bank for me not receiving anything. they claim it was sent on 6/25/23 which it wasn't. I have checked with my bank transactions and they stated nothing was received and nothing is pending. This company laughed in my face last night when I inquired about it. This is not customer service and I want my full refund since they didnt do what they were supposed to do in the beginning. They are a subsidiary of ****** which is also in **************. I want my refund of $17.99 which was promised to me. They refuse to do anything about it.

• Initial Complaint

  Date:04/22/2023

  Type:Customer Service 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 Better Business Bureau,I am writing to file a complaint against IdentityForce, a company that claims to offer identity theft protection services. Unfortunately, my recent experience with this company has left me extremely dissatisfied and frustrated.Recently, I received a notice from IdentityForce stating that my identity, as well as my children's identities, had been compromised. The notification indicated that services for my children were included, but when I attempted to add them to the account, I found that there was no option to do so, despite the notification explicitly outlining steps to add children.When I called the company's customer service line, I was greeted by a human representative who informed me that the company was closed and that he could not assist me. This response was strange and unacceptable, given the urgent nature of the situation and the fact that I had received a notice from the company indicating that my children were also affected.Overall, I am extremely disappointed with IdentityForce's services and their customer service. Their failure to provide adequate options for adding my children to the account and the unhelpful response from their representative has left me feeling frustrated and concerned about the safety of my family's identities.I would appreciate your assistance in resolving this matter and ensuring that IdentityForce provides the services and support that they promise to their customers.Sincerely,***********************

  

  Business Response

  Date: 05/02/2023

  Dear ***********************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you received notice from IdentityForce advising your identity, along with your childrens identities, had been compromised. The letter advised services for your children were included,but you were unable to add them to your account. When you contacted IdentityForce, you were advised offices were closed and no assistance could be provided. You are requesting your IdentityForce account is updated to accommodate your two minor children.
  
  Please note, our records indicate that as of April 24, 2023,you have connected with an IdentityForce and CyberScout representative to resolve your account registration issue. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on Saturday,April 22, 2023. A letter was sent on behalf of ******* NBCUniversal, ***************************** (Brightline) addressing a data security incident that affected some of your minors personal information. The letter provided an incident summary, fraud prevention steps, and details of the **************** services offered to you and your minor child for two years, at no charge. The letter advised the services will be provided by CyberScout through IdentityForce, a ****************** specializing in fraud assistance and remediation services. The letter also provided contact information and hours of operation:  ************** from 8:00 am to 8:00 pm Eastern time, Monday through Friday, excluding holidays.
  
  On April 22, 2023, at approximately 7:30pm ET, you called IdentityForce at ************** to request assistance with account registration. The representative advised the restoration office was closed, but they could forward your contact information for follow-up the next day. The representative was unable to assist with your account registration request, and no follow-up was scheduled.
  
  On April 24, 2023, IdentityForce received notice of your Better Business Bureau complaint. At that time, a representative placed an outbound call and left a voicemail requesting follow-up. Later that day, the representative placed a second outbound call and connected with you. The representative reviewed the letter and the process to add minor children to your parent account. You requested to monitor your childrens information under your account and email address, and the representative assisted with the remaining account updates. The representative sent an email with additional information and resources for assistance. Later that evening you contacted IdentityForce at ************** to request assistance with registering your second minor child.  The representative provided assistance and confirmed all family members were added successfully.
  
  Please note, your **************** services are provided by CyberScout through IdentityForce. For assistance related to this account,please contact us at ************** from 8:00 am to 8:00 pm Eastern time,Monday through Friday, excluding holidays. Calls received outside of normal business hours or to alternate Toll-Free telephone numbers may not be resolved that same day.
  
  As stated above, our records indicate that as of April 24,2023, you have connected with an IdentityForce and CyberScout representative to resolve your account registration issue.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

  Customer Answer

  Date: 05/02/2023

  [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:12/30/2022

  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.

  Purchased 11/21/2022 approx. Software seems to be ok, but would like to down load identity theft protection, can not log on to site, seams we have a password issue. Can't reach them by phone and can't get a response from the service provider thru work order function, which is sent to my email address. for several weeks now, I have been trying to reach them. If they don't respond, I want a refund!

  

  Business Response

  Date: 12/30/2022

  We are sorry for the confusion here. You have filed a BBB complaint against PC *****. Your issue is with the ** Force license. You will need to contact their support team for assistance with their account login: ***************************************

  

  Business Response

  Date: 01/19/2023

  Dear *******************,
  
  
  Your complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you purchased identity protection services on November 21, 2022. You attempted to review your account but have been unable to access the online site. You state you are unable to reach IdentityForce by phone and have not received a response to the email you sent to the service provider. You are requesting a response from IdentityForce or a refund for your account.
  
  Please note, as of January 5, 2023, your account is open,but your account registration has not been completed. A summary of our research and results is listed below.
  
  IdentityForce records reflect your account was created on November 21, 2022, through PC *****. That same day you received a Welcome email from IdentityForce.The email included a summary of your services, a personalized account activation link, along with account set up instructions. Once the activation link is accessed, you are redirected to an IdentityForce secure page for account set up. The account set up requires specific information provided and acknowledged for completion.  The requested information includes contact information, terms agreement, security questions,credit authentication and personal information verification. Your account registration was not completed, and as a result, you are unable to access your account online.
  
  IdentityForce records do not show any phone or email requests for additional assistance. We would like to assist with the completion of your account registration and request you contact us by phone at ************, or by email at *****************************************.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team
  

• Initial Complaint

  Date:11/25/2022

  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 recently signed up for the service. However, the agent was not able to find my account nor can I login to my new account. The billing is pending, which I would like reversed or refunded.

  Customer Answer

  Date: 12/05/2022

  [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:10/26/2022

  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.

  Noticed charges of $269, $159, $159, $159 for account renewals that we no longer wanted myself, husband and 3 adult children. Called and rep ********** the $269. But would not reimburse the 3 $159 charges saying the 3 adult children would each have to make separate calls. I explained that I didnt want my credit card charged and that we were the ones who originally ordered the accounts and would also like to cancel. I did not want to approve my credit card being used for their accounts. ******* refused and would not put me in touch with a supervisor. My son tried to call, on hold for 20 minutes, finally got through. Still unresolved for the other two $159 charges. One son was told his was cancelled but the charge still remains. Identity Force was supposed to protect us from this sort of fraud. They stole from us and are using my credit card as they wish.

  

  Business Response

  Date: 11/07/2022

  November 4, 2022
  
  
  Dear *****************************,
  
  
  Your consumer complaint filed with the Better Business Bureau was referred to the IdentityForce Escalation Team for response. We welcome the opportunity to respond to your concerns and to attempt to resolve this matter to your satisfaction.
  
  Your complaint states you were charged for account renewals on products that you, your husband, and your three adult children no longer wanted. When you contacted IdentityForce, you received a credit for your account, but the representative advised that your three adult children must contact IdentityForce themselves for cancellation and credit. You advised you created the accounts for your family members and did not want your credit card charged. You state that you requested additional assistance, but the representative would not transfer you to a supervisor. You state your family members called in, but accounts are still active, and credits have not been issued. You are requesting the accounts are canceled and charges refunded.
  
  Please note, as of October 27, 2022, all referenced accounts have been canceled and required credits, totaling $588.80, have been issued. A summary of our research and results is listed below.
  
  IdentityForce records reflect that on October 26, 2022, you and your husband called IdentityForce requesting cancellation of your accounts.After locating your two linked family accounts, the representative canceled your accounts and issued a credit of $269.00 to the credit card on file. You then requested that the accounts for your adult children also be canceled and credited. You advised the accounts were created by you and your credit card was used for billing. The representative advised that since these are separate individual accounts, the account owner would need to contact IdentityForce to request cancellation. You requested to speak to a supervisor for additional assistance. The representative advised that an immediate transfer was not available and offered a call back option.
  
  Later that day, *************************** contacted IdentityForce to authorize you on his account. After authorization was completed, you joined the call and requested account cancellation and credit. Although additional information was requested by the representative and not confirmed, the representative forwarded the cancellation request for supervisor assistance. The supervisor later reviewed the request and issued a credit of $159.90 to the credit card on file.
  
  Later that evening, ***************************** contacted IdentityForce to request account cancellation and credit. The representative completed the request and issued a credit of $159.90 to the credit card on file.
  
  On October 27, 2022, you contacted IdentityForce to advise that all credits were not received. The representative submitted your inquiry to a supervisor. Upon review of your inquiry, the account history and associated documentation, the supervisor confirmed all accounts associated with your credit card were canceled and all credits were processed. Additionally, the supervisor confirmed the third adult child account you referenced was canceled on October 24, 2022. Since the account was provided through an associated partner, no credit card was on file and no credit was required.
  
  Please note, the individual accounts for your adult children are not linked to your account. While you may have opened the account on their behalf and provided payment information, the data and access thereto belong to them. Per company policy, authorization is required from an account owner to allow access to their individual information.
  
  As stated above, as of October 27, 2022, all referenced accounts have been canceled and required credits, totaling $588.80, have been issued.
  
  We appreciate the time you have taken to share your concerns with us. We hope this information is sufficiently responsive to your complaint.
  
  
  Sincerely,
  
  
  **************
  IdentityForce Escalation Team

  Customer Answer

  Date: 11/08/2022

  [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,
  
  *****************************