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:08/26/2025

  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.

  The company forces you to call to cancel your subscription. I contacted the company in April to cancel my subscription, yesterday I woke up to a double charge and was told I never contacted the company which was a lie. I called immediately after seeing the charges yesterday and the *** was quite rude. I need my refund back.

  

  Business Response

  Date: 09/05/2025

  We have no record of this member calling in to our ************* Centers before August 23, 2025, when we processed the member's cancellation request. We spoke to this member on Sep 3, 2025. We addressed their request.

• Initial Complaint

  Date:08/14/2025

  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 want to cancel my subscription on IdentityIQ, but this company's egregious policies make it so that you have to call in order to cancel (so they can try to retain or upsell you). Some of us have disabilities that make calling extremely difficult.

  

  Business Response

  Date: 08/20/2025

  Our records indicate that this member has not contacted our customer care team by phone since 2021. A customer care representative attempted to reach the customer by phone on August 15, 2025, and August 18, 2025, but was unable to make contact. On August 19, 2025, we processed the cancellation of the customers subscription and issued a refund in the amount of $30.74. We addressed their request.

  

  Business Response

  Date: 08/20/2025

  Our records indicate that this member has not contacted our customer care team by phone since 2021. A customer care representative attempted to reach the customer by phone on August 15, 2025, and August 18, 2025, but was unable to make contact. On August 19, 2025, we processed the cancellation of the customers subscription and issued a refund in the amount of $30.74. We addressed their request.

  Customer Answer

  Date: 08/20/2025

   
  Better Business Bureau:
  
  While the company did NOT make any attempt to contact me, except over text. I accept their response. ***, whom claims to be one of their managers, also claimed that Ohio does not allow consumers to cancel these particular subscriptions online, which is a deliberate lie, theres no Ohio Revised Code that specifically prohibits, or restricts this. This was merely their pathetic attempt to upsell, or pressure me into downgrading to a different tier. Its abundantly obvious that they only cancelled my subscription, only after I filed a complaint with the ************************. Furthermore, I would like to reiterate a point I made to *** over text, some disabilities prevent consumers from being able to cancel over the phone. IdentityIQ should work to be more consumer, and disability friendly, its well within reason to allow consumers to cancel their own subscriptions online. Do better. 
  
  Sincerely,
  ******* ****

• Initial Complaint

  Date:08/08/2025

  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.

  There has been monies taken out of my account now for pass 2 month of $29.68 for something I did t subscribe to. I tried emailing them to get my money back nothing they just keep taken out money n this month in August they took it out twice. I can't get a hold of them.

  Customer Answer

  Date: 08/13/2025

  I have talk to the business identity I'd n they were very helpful when I explained to them what was going on n that the didn't create the account.  They agreed to refund me the monies taken out n the account is settled.  I would like to thank them for getting back to me n resolving this issue ******* ************ want to thank **** for being very helpful

• Initial Complaint

  Date:07/29/2025

  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.

  ********* does not make it easy to cancel the services. According to law, "click-to-cancel services should not be hidden. The "click-to-cancel" rule requires companies to make canceling a subscription as easy as signing up for it, allowing cancellation through the same medium used for signup. Additionally, businesses must allow customers to cancel independently, without needing to interact with customer service or chatbots. This rule, along with others, aims to protect consumers from hidden fees and difficult cancellation processes associated with subscription services. 1. there is no click to cancel option 2. You must call to cancel 3. When you call the recording says go to manage account. (there isn't a manage account option)4. **************** *** up-sales you before cancellation Because of this I find that IdentityIQ's practices as non-compliant with the *** rule. Therefore I request a full 2 month refund of charges.

  

  Business Response

  Date: 08/06/2025

  On July 29, 2025, this member contacted our ************* team requesting to cancel their account. Our representative assisted the member with the cancellation during that call. Following the submission of this BBB complaint, a member of our team reached out to the member directly to further address their concerns. During that follow-up conversation, the member expressed dissatisfaction with the lack of an online cancellation option. Our representative explained that, due to specific requirements in her state of residence, cancellations must be completed by phone to ensure proper account verification and protection of personal information. During the same call, the member requested a refund for two months of service. As a courtesy, our representative issued two credits totaling $42.98, which resolved the billing concern at that time. We addressed their request.

• Initial Complaint

  Date:07/29/2025

  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.

  I signed up for a MyScoreIQ subscription as required by a lender. I intended to cancel before the trial ended, but the website prevents me from doing so. Whenever I attempt to cancel, I am redirected back to my dashboard or to a page demanding updated payment information.I have attempted to cancel in writing, but MyScoreIQ responded that cancellations cannot be accepted by email. I do not want to update my payment information because I do not authorize further charges.I am requesting the immediate cancellation of my subscription under Account ID **************, effective today, and written confirmation that no further charges will be attempted.If any future billing attempts occur, I will dispute them with my bank as unauthorized.Desired Outcome:Immediate cancellation of my MyScoreIQ subscription Written confirmation of cancellation Assurance that no further charges will be made

  

  Business Response

  Date: 08/06/2025

  Our records indicate that the member attempted to cancel online but encountered a system issue that redirected him to the dashboard instead of completing the cancellation process. A customer service representative contacted Mr. ************ directly to assist. During the call, the representative attempted to guide the customer through the cancellation steps; however, the customer continued to experience the same redirect issue. To ensure resolution, our representative canceled the account during the call. The customer expressed appreciation for the follow-up and assistance. The subscription has been canceled effective immediately, and no further charges will be attempted. MyScoreIQ considers this matter resolved.

• Initial Complaint

  Date:07/15/2025

  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'm being charged for a service I did not subscribed to and I don't know how long this is been going on.i want it stopped and I want my money back. Identity intelligence ********* NV date 07/10/25 ************ 5968 %%card #****

  

  Business Response

  Date: 07/24/2025

  Upon receiving Mr. ********** complaint, our customer care team made multiple attempts to contact him on 7/16, 7/17, and 7/18 using the phone number provided in the BBB submission. Unfortunately, we were unable to leave a voicemail as the mailbox had not been set up. Additionally, a message was sent via text, but we have not yet received a response. In the interest of customer satisfaction, we have proactively cancelled the account associated with this complaint and issued a courtesy credit in the amount of $35.96. Should Mr. ********* require any further assistance, we remain committed to resolving any outstanding concerns.

• Initial Complaint

  Date:07/11/2025

  Type:Sales and Advertising 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 called IdentityIQ customer service after logging in a message advising they weren't able to charge my card. I verified with my bank that the authorization was successfully obtained and I could clearly see the authorization pending. After speaking to one male representative I received two additional authorizations that are now pending. I ask for a supervisor, ****, responded abd was the nastiest female I couldve ever spoken to. Nevertheless, she did not care that I had over $80 in charges pending and because of her nastiness I opted to cancel my subscription which my credit repair company also uses. I called back to speak to another supervisor and unfortunately, I got **** again. She's absolutely terrible and should not be in management.

  Customer Answer

  Date: 07/12/2025

  ***** from IdentityIQ immediately reached out to me regarding this complaint as it only related to the behavior of the supervisor that was mentioned. ***** was apologetic and I advised that I knew this supervisor's behavior is not representative of the organization as a whole. There are many platforms out here but IdentiyIQ is above the rest. I am satisfied with my issue being resolved and it was resolved immediately. Thank you again ***** for the call.

• Initial Complaint

  Date:07/07/2025

  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.

  I called identityiq nearly month ago and cancelled my monthly subscription. You can only cancel by calling them. The associate did everything to get me to stay on and finally relented and cancelled my subscription. Today which has been nearly a month ago I was billed an again for $32.99 as if I had not even cancelled. As hard as the female associate tried to retain me I can only guess they are really pushing people and perhaps she never ended my subscription. I had to endure telling the associate kindly and patiently over and over I just want to cancel and now come to find out its not even cancelled.

  

  Business Response

  Date: 07/16/2025

  The customer contacted ******************** to cancel their membership under one account (M#**************), which was successfully cancelled on May 26, 2025. However, there was a second active account under a different name, ******* ****** (M#**************). That account remained active and incurred a charge of $32.99, which appears to be the source of confusion.
  Our customer service team attempted to contact the customer on July 10, 11, and 14, leaving voicemails and sending follow-up text messages. Unfortunately, we did not receive a return call.
  Membership #************** was cancelled on July 8, 2025, and two courtesy credits were applied to the account to resolve the billing concern. As of today, both memberships have been fully cancelled, and no further charges will be incurred. We addressed their request.

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/18/2025

  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.

  1) We contacted IdentityIQ to get the documentation of their refund policy and documentation for the fraudulent activity that we are victim to. After they consulted their management, they let us know that they would not provide documentation of the fraudulent activity and that they would instead provide 3 months additional refund of the charges. We have provided the attached spreadsheet of the charges and the refunds. They confirmed the name of the fraudulent subscription was under the name of ******* *****. As we have stated, we do not know anyone by this name, they have stolen our identity.2) We then went to our local ******** to start a fraudulent charge claim of the debit card. *** only processes claims for charges within the last 60 days. Since IdentityIQ has refunded most of the charges within the last 60 days, there is no reason to file a claim with ***. *** would also not provide any documentation regarding the events that have occurred. *** then cancelled the compromised debit card and issued a new card.3) The total of fraudulent charges is $1,482.05 in 46 transactions. To date, IdentityIQ has refunded 4 transactions totaling $143.62, which we have record of depositing back into our account. The outstanding fraudulent balance is $1,338.43. We kindly request to receive a full refund with this amount due to the fraud occurrence.The fraud was first noticed back in May. We have an ID monitoring service through ****** and thought on top of the annual charges we were mistakenly getting double charged with the monthly only to find out IdentityIQ was an other company we have no affiliation with and immediately reported it.

  

  Business Response

  Date: 06/12/2025

  We are unable to locate an account with the information provided in this complaint. The member claims the account is under another name, but has not provided a valid phone number to contact them for more information. We kindly ask the member to update their complaint with a valid phone number so our customer care team can reach out and assist them. We addressed their request.

  

  Business Response

  Date: 06/26/2025

  Upon receiving this complaint, we reviewed the details provided. However, we were unable to locate a matching account using the information submitted through the BBB platform, as the contact phone number listed was missing a digit. As a result, one of our team members reached out via email to request the correct contact information in order to initiate an investigation and provide support.

  
  We did receive a response via email, in which the individual confirmed that the complaint was filed by their identity theft insurance provider, ******/****, and explained that their debit card had allegedly been used without authorization to create a subscription with IdentityIQ. While we appreciate the additional context, no identifying information was provided in that response. As the individual is alleging that their debit card information was used to fund a subscription under another name, we may be able to identify the relevant account by securely searching for the card number in our systems. However, for security and privacy reasons, we cannot collect or process sensitive payment information via email. This must be done through a secure phone call with our customer care team. Without this critical information, we are unable to locate the associated account, verify any details, or investigate the claims further.

  
  We are committed to working with any impacted individuals to thoroughly investigate and resolve concerns. However, in order to proceed, we must be provided with specific account-identifying details. At this time, the individual has declined to provide the information necessary for our customer care team to identify and evaluate the account in question.

  
  We invite the individual to contact our customer care team directly at ************. Once we are able to verify the account, we will gladly conduct a full review and address any valid concerns in accordance with our policies and procedures. We appreciate the opportunity to respond to this matter and hope to work collaboratively with the individual to bring it to a resolution.

• Initial Complaint

  Date:06/18/2025

  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.

  Identity IQ signed me up for a subscription that I did not approve of. I was charged $24.99 in four transactions. These occurred in April and May 2025. I have contacted Identity IQ three times regarding this matter. I have been told the matter would be investigated after the charges were taken in April but nothing changed because I was still charged in May. I believe they are not resolving the problem. I would like to see them reimburse me for the four charges of $24.99. Thank you, ***** *****

  

  Business Response

  Date: 06/12/2025

  Hi *****, thank you for sharing your concerns. After thoroughly reviewing our records, including your account activity and recent interactions with our ************* team, we found the following:
  Your IdentityIQ account was activated under a 7-day trial for $1, which was the only charge processed by our company.
   Your account was canceled before the end of the trial period, and no further billing occurred from IdentityIQ.
   On June 11, 2025, one of our team members spoke with you directly. During that conversation, you confirmed that the subsequent charges of $24.99 were not from IdentityIQ but from a different company.
  While we understand how concerning unexpected charges can be, we want to assure you that IdentityIQ did not process or receive the four charges of $24.99 mentioned in your review. To assist you further, we recommend contacting your financial institution, which may be able to help you dispute the unauthorized transactions and identify the merchant responsible. Please feel free to reach out to us directly if you have any further questions by calling ************.

  

  Business Response

  Date: 06/18/2025

  Hi *****, thank you for sharing your concerns. After thoroughly reviewing our records, including your account activity and recent interactions with our ************* team, we found the following:
  Your IdentityIQ account was activated under a 7-day trial for $1, which was the only charge processed by our company.
  Your account was canceled before the end of the trial period, and no further billing occurred from IdentityIQ.
  On June 11, 2025, one of our team members spoke with you directly. During that conversation, you confirmed that the subsequent charges of $24.99 were not from IdentityIQ but from a different company.
  While we understand how concerning unexpected charges can be, we want to assure you that IdentityIQ did not process or receive the four charges of $24.99 mentioned in your review. To assist you further, we recommend contacting your financial institution, which may be able to help you dispute the unauthorized transactions and identify the merchant responsible. Please feel free to reach out to us directly if you have any further questions by calling ************.