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:07/31/2023

  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 am getting charged by ******************* IDENTITY INTELLIGENCE ********* **. I have no idea what this even is, Ive never messed with the BBB and should not be getting charged for something I know nothing about. I would like to get a refund and cancel whatever it is causing my account to be charged.

  

  Business Response

  Date: 08/02/2023

  Our records indicate this member enrolled through a third party partner who offers IdentityIQ services. We called them on July 31, 2023, and August 1, 2023. They did not answer either call, and we left two voicemails. We also sent them an email requesting they contact our ******************** manager if they needed further assistance. We addressed their request.

• Initial Complaint

  Date:07/31/2023

  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.

  Ive never heard of this company yet apparently they have deducted funds from my bank account. Have attempted to contact but have been unsuccessful in being able to get anyone to talk to me.

  

  Business Response

  Date: 07/31/2023

  We spoke with this member over the phone on July 31, 2023. We addressed their request.

• Initial Complaint

  Date:07/27/2023

  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 will NOT allow you to cancel their service. They will only allow you to cancel by calling customer service, and they will not answer the phone after you are on hold. This is a forced subscription. I have called three times and left messages, nothing is returned.

  

  Business Response

  Date: 07/28/2023

  We spoke with this member over the phone on July 28, 2023. We addressed their request.

• Initial Complaint

  Date:07/27/2023

  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.

  There is no way to cancel the subscription. You must call can get the subscription canceled but it is difficult to do.

  

  Business Response

  Date: 07/31/2023

  We called this member on July 28, 2023, and July 31, 2023. They did not answer either call, and we left two voicemails. We also sent them two emails, and requested they reach out to us for further assistance. We addressed their request.

• Initial Complaint

  Date:07/27/2023

  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've had a $4.95 monthly charge from ************* also known as FTN with phone number ************ since October 2021 in exchange for the company to report my rental payment history to my credit bureaus. This has not been reported one single time. I have contacted them multiple times to refund all charges (22 monthly charges of $4.95 = $108.90). They are refusing to do so citing they will refund only 3 as a courtesy and claim they are reporting my rental history which is not true. These charges are fraudulent, they are charging for a service they have not provided, nor will I ever choose to do business with this company even if they fix what went wrong here. I have access to my credit reports from Equifax, Transunion and Experian and there has been no rental payments reported during this time period of 22 months. I want payments to stop immediately and they are refusing to do that as well. I've written to them twice in the last week instructing them not to reactivate this account, not to charge me anymore, to refund the rest of the money and they will not respond.

  

  Business Response

  Date: 08/11/2023

  We called this member on July 31, 2023, and again on August 1, 2023. They did not answer either call, and we left two voicemails. We sent them an email requesting they call our customer service manager if they need further assistance. We addressed their request.

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20374293
  
  I am rejecting this response because:

  The response stating they called me on July 31 and Aug 1 leaving voicemails is not true. I'm attaching the call log from my cell phone showing dates and numbers/people who have called me. Nor is the claim that they contacted me by email asking me to call them back. The last email I received was on 7/19 and I had sent 3 follow up requests up until 7/27 with NO response as of today, 8/14. Attached is the latest correspondence. Additionally, I called them on 7/31 because they reactivated my account without permission and charged my credit card AGAIN and was told they were still "looking into it" and would call me back.  

  I have not heard back from this company with an explanation of why they have not provided the service I paid for since 2021. Again to reiterate, I have copies of all three of my credit reports and there is no rental payment history that was reported. I fully intend on leaving reviews on Trust **************************** and Reddit to notify future consumers and to notify Avenue 5 not to offer ************* as a reputable company who reports rental history. Avenue 5 manages multiple properties in 6 states - **********, **************, ******, Colorado and Washington. They do not provide the service they promise, they fraudulently charge your credit card and change account status without consumers' knowledge. The worst part is they lie to cover up their shady practices and gaslight you when you try to get to the bottom of it. They told me there was a misunderstanding on my part when I'm looking right at my credit report which is missing my rental payment history. Communicating with ************* has been an absolute nightmare as you can tell from the email chain of events. My concerns were not addressed, assumptions were made on their end and it created nothing but a headache.
  
  Sincerely,
  *************************

  

  Business Response

  Date: 09/08/2023

  We reached out to this member once again. If they need further assistance, they can reach out to our customer service manager by calling the number provided in previous voicemails and email. We addressed their request.

  Customer Answer

  Date: 09/08/2023

  Their claim that they reached out and this is resolved is not true. Luckily, I documented the information. This is still OPEN by their admission. But it's ok, I will notify Avenue 5 not to offer their services to future residents. They have multiple properties in 14 states.

  9/7/2023 - Received phone call 12:34 pm from man who identified him self as calling from Resident Link.

   Asked me what my bbb complaint was about and gave him a brief explanation of paying for $22 months, not receiving service, them reactivating my account and charging me again without my

  consent, having to cancel twice and the lies that were told to bbb about me being contacted when I
  have proof they did not. He said he would need to escalate to go beyond the 6 credits I already
  received. WhenI mentioned to him that I was told the same exact thing by ****** on 8/29, he said
  he was the escalation point and that it would need to be escalated further. He gave be the below
  direct phone number and said he is there my time 7-3:30 if I had questions. He said he would get
  back to me within 2-3 days to update me. I thanked him and he hung up on me.
  ************
  7 am 3:30
  Escalating even further
  

  8/29 received voicemail from ****** from number ************ to see what else they could do to
  help me, but I was given ************. When I called back and spoke with *****, he told me he
  couldnt find my information. Transferred me to ******** she told me they couldnt pull up my
  account, told me they were not ************* and didnt know if theyd be able to help me. She
  escalated the matter to manager named **** and she also stated she couldnt find my information
  and couldnt help me. So I pulled ******* full name from previous emails and suddenly they knew
  who to transfer me to which was ****** from *************. Side note googling the phone
  number I called pulls up ************* and ************************. I explained again what they
  already have explained with the meails that I sent to this same person as well as the summary
  provided by bbb. She said she needs to escalate since I have already received 6 credits. ******
  confirmed this account opened 11/30/2021 and I have been paying $4.95 every month up until July
  2023.
  

• Initial Complaint

  Date:07/14/2023

  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 have never heard of this company or group before but I suddenly have two transactions on my account. One for $34 and one for $36. I dont know whats going on and I want a full refund. How do I do that ?

  

  Business Response

  Date: 07/18/2023

  Our records indicate this member enrolled through a third party partner who offers IdentityIQ services. We called them on July 17, 2023, and July 18, 2023. They did not answer either call, and we left two voicemails. We also sent them an email requesting they contact our ******************** manager if they needed further assistance. We addressed their request.

• Initial Complaint

  Date:07/14/2023

  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've been getting billed from this company since at August of last year I believe. I have never used this service, have no I'd what it is or how it started. It has now cost me several hundred dollars.

  

  Business Response

  Date: 07/18/2023

  We were unable to locate an IdentityIQ membership for this customer based on the information provided to the BBB. We called them on July 14, 2023, and July 17, 2023. They did not answer either call, and we left two voicemails. We also sent them two emails, and requested they reach out to us for further assistance. We addressed their request.

• Initial Complaint

  Date:07/14/2023

  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.

  On July 12 2023 my new card had been charged 2 times. Last month my old credit/debt card on file for automatic withdrawals was hacked. So I called the bank and had it canceled which would of stopped the automatic with draws on every account linked to that card. This month identyQ charged my new card 2 times for ***** to total ***** i never gave them my new card number. So how did they aquire my card number. They told me that the bank gave it to them when the old card wasn't working anymore. Banks don't hand out card numbers. So how did they aquire my new card number. Especially since they are telling me they can't pull up when my new card was entered into the system by me.

  

  Business Response

  Date: 07/14/2023

  We spoke with this member over the phone on July 14, 2023. We addressed their request.

• Initial Complaint

  Date:07/11/2023

  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.

  My credit card is being charged for services I have no idea what they are or how they got my information.

  

  Business Response

  Date: 07/14/2023

  It appears this member signed up through a third-party partner. We called this member on July 11, 2023, and July 13, 2023. They did not answer either call, and their voicemail was not setup. We sent them an email letting them know we tried to reach out to them and to give us a call if they need further assistance. We addressed their request.

• Initial Complaint

  Date:07/10/2023

  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.

  Allowed a family member to use my card for a free trial. We canceled after 2 days, the company was still charging me after 9 months even after I had gotten a new card number.

  

  Business Response

  Date: 07/12/2023

  We spoke with this member over the phone on July 11, 2023. We addressed their request.