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:05/02/2023

  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 charge was charged 4 times by IdentityIQ for a total of $143.60. Each charge is $35.90 including a $1.00 trial fee that I never signed up for. I went to their website to see if I had created an account in the past but my email did not match anything on file. Being charged this long for a service I have never used is unacceptable and I require a refund to my bank account. Due to the fact these were fraudulent charges I have replaced and cancelled the credit card that was being charged by this company with a terrible reputation.

  

  Business Response

  Date: 05/08/2023

  We have no record of this customer being an ******************** member. We called this member on May 2, 2023, and left a voicemail. We called again on May 4, 2023, and spoke with them over the phone. We addressed their request.

• Initial Complaint

  Date:04/25/2023

  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.

  This fraudulent company has been charging my bank account ***** for services I did not sign up for.

  Customer Answer

  Date: 04/25/2023

  Copy of charges to my account 

  

  Business Response

  Date: 04/28/2023

  We called this member on April 26, 2023, and left a voicemail. We called them again on April 28, 2023, and spoke with them over the phone. We addressed their request.

• Initial Complaint

  Date:04/25/2023

  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 WAS TRYING TO GET A LOAN. THIS LOAN COMPANY MADE ME SET UP AN ACCOUNT WITH ********************** IQ. I TOLD THEM NO I HAD AN ACCOUNT WITH THEM BEFORE AND IT WAS A SCAM. IDENTITY IQ ASKED ME TO VERIGY IT WAS ME. I DID NOT VERIFY THE ACCOUNT BECAUSE I DID NOT WANT IT. ANYWAY ON 4/21/23 ***** WAS TAKEN FROM MY BANK ACCOUNT WITHOUT MY AUTHORIZATION. I CALLED THE COMPANY ON MONDAY TO MAKE SURE THE ACCOUNBT WAS CANCELLED AND ASKED TO BE FULLY REFUNDED BECAUSE I DID NOT WANT THIS SERVICE. THE CUSTOMER SERVICE PERSON SAID HE COULD CANCEL THE SUBSCRIPTION BUT THEY DON'T ISSUE REFUNDS. HOW CAN YOU NOT ISSUE A REFUND ON AN ACCOUNT THAT NEEDED VERIFICATION BY ME THAT I DID NOT GIVE AND YOU WENT IN TO MY ACCOUNT AND TOOK MY MONEY. I HAVE EXPERIAN AND I GOT AN ALERT FROM THEM THAT MY INFORMATION WAS ON THE DARK WEB. IT COULDN'T BE IF MY CREDIT ON EXPERIAN IS LOCKED SO IT HAD TO BE THROUGH THIS SERVICE. ALL I WANT IS MY ***** BACK THAT WAS TAKEN FROM MY ACCOUNT.

  

  Business Response

  Date: 04/28/2023

  This member enrolled in IdentityIQ services through a third-party partner. We called this member on April 26, 2023. Their voicemail was full, so we were unable to leave a message. We sent them a text message requesting they give us a call back. We called them again on April 28, 2023, and were able to leave a voicemail. We addressed their request.

  Customer Answer

  Date: 05/01/2023

   
  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:04/25/2023

  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.

  They have been billing me the amount of $35 for the past 7 months. Im not even sure when this was signed up for and if so I dont think I would have agreed to that amount monthly. There is no cancel button as stated on their membership site. When you call they have some kind of connection issue making it difficult to hear and guess what the connection issue is only when you call them. The only way to cancel should not be a phone call on their time.

  

  Business Response

  Date: 04/28/2023

  This member enrolled in IdentityIQ services through a third-party partner. We called this member on April 25, 2023, and again on April 28, 2023. They did not answer either call, and we left two voicemails. We addressed their request.

• Initial Complaint

  Date:04/24/2023

  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.

  I have an unauthorized payment of $34.99 from IdentityIQ. Called them and their customer service is very poor. They dont listen and will talk over you, interrupt you, and they honestly dont care about their customers. They refused to give me money back. Asked for a manager and I was put on hold forever to only be put back in the waiting que and to chose what option will best help you best too. So they never planned on giving me a manager to help me! Very very sketchy! I highly do NOT recommend them!!! Very very upset that theyre ok with stealing their customers money!! Looking more into this company I can see they have several of the same complaints I have.

  

  Business Response

  Date: 04/25/2023

  This member enrolled through a third party partner. We spoke with them over the phone on April 24, 2023. We addressed their request.

• Initial Complaint

  Date:04/17/2023

  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 contacted this company to cancel the subscription service before it was set to renew. When I spoke with the representative, she told me that I had already paid for the month and it would cancel at the end of the cycle. Yesterday, I was charged for the monthly service again ($29.99) I called and was informed that they have a no refund policy, even though they have it clearly documented that I called to cancel a month prior. This is an unacceptable business practice and the company should be held accountable.

  Customer Answer

  Date: 04/17/2023

  Hello, My address is ******************************************************

   

   

  To give some more clarity on this matter. I called on March the 13th to make sure the membership would be canceled. The sales rep. mentioned to me since I have already paid for the month and the current benefits, keep it active until then. This entire time, I was still unsure. I called again on record to make sure it cancels it's membership. They told me it would be canceled but would I like to continue to have the program until it expired since I had paid for it until the 15th. I said sure. Then on the 16th, I see a charge for ***** on my account after I clearly called not once but twice to make sure it was canceled. The rep today told me they do not offer a refund policy and they do not cancel memberships. I was fully taken on this process and it's a shame. So they basically scammed me out of ***** with no recorse. AND after that the rep read her script offering MORE options and payment plans to other plans!!! 100% scammed. 

  

  Business Response

  Date: 04/25/2023

  We spoke with this member over the phone on April 24, 2023.  This member stated they thought their membership would auto cancel at the end of the month. We explained our system doesn't auto cancel at the end of the month. We addressed their request.

  Customer Answer

  Date: 04/25/2023

   
  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 since my money was refunded. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2023

  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.

  Wrongfully charged for a service I did not sign up for. I have no idea how they even got my credit card information.

  

  Business Response

  Date: 04/25/2023

  We spoke with this member over the phone on April 24, 2023. After speaking with them, it appears they signed up through a third-party partner. We addressed their request.

  Customer Answer

  Date: 04/25/2023

   
  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:04/17/2023

  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 never signed up for this service in the first place and my joining was fraudulent. I went through my accounts and have been charged $20 a month since last December. I want my account terminated immediately and all funds returned. I will file a criminal complaint if this is not done.

  

  Business Response

  Date: 05/01/2023

  This member signed up through a third-party partner. We spoke with this member over the phone on April 28, 2023. We addressed their request.

• Initial Complaint

  Date:04/17/2023

  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.

  This company has been taking money out of my account for a year. It started out with ***** and it's now *****. I never signed up for it. I go to the website to cancel and it says to put in your login and password. Since I never signed up for it, I dunt have an account with them. I would like my money back. How they got my bank account is beyond me. This is FRAUD!

  

  Business Response

  Date: 04/25/2023

  We called the number we have on record for this member on April 24, 2023. We were advised by the member's spouse to contact the member at the number provided to the BBB. We contacted the member at that number and spoke with them over the phone on April 25, 2023. We explained to the member that they enrolled through a third-party partner who offers our service. We addressed their request.

  Customer Answer

  Date: 04/25/2023

   
  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:04/14/2023

  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.

  This company is a fraud. They have a identity, IQ customer service number linked to their business operating as if they were identity IQ my bank notified me of fraudulent activity on my account in which this company tried to draft my account on several occasions. This company should be looked into considering several individuals reporting fraud for this very same reason.

  

  Business Response

  Date: 04/28/2023

  We called this member on April 15, 2023, and they didn't want to verify their identity, and stated they would call back. We called them on April 24, 2023, and left a voicemail. We called them again on April 28, 2023. They answered the call and then disconnected. We addressed their request.