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:02/15/2024

  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.

  IdentityIQ is an identity theft protection and credit protection company. I discovered that someone was using my credit card for three years for a membership to their site. The company worked with me to figure this out when none of my information matched their records, only my credit card. The company first offered a one-month refund and canceled the person's account. After speaking with a supervisor, they increased my refund to 3 months. They couldn't give me any information about pressing charges. The company specializing in identity theft protection will not report the person who stole my credit card to use on their site and is putting the onus on my credit card company, which may or may not do more. I don't know if they think this is some smart marketing stunt to get members or show their values and ineptitude toward online financial security and identity protection.

  Customer Answer

  Date: 02/20/2024

  I recently discovered that my credit card information had been automatically updated on IdentityIQ even after I had reported that my physical credit card had been stolen in 2021. 
  
  In August of 2021, I reported to Citibank that my physical credit card had been stolen after a break-in, and I promptly received a replacement credit card. I received the attached email from Citibank reminding me to update my credit card information with IdentityIQ, which I never did because I did not have an account. It is concerning that my new credit card information was somehow automatically updated on the IdentityIQ platform, even though I did not provide this information myself.
  

  I don't know if this is a CitiBank issue or IdentityIQ issue. I have asked for both Citibank and IdentityIQ to give me full details of the time period my credit card was used on the site and neither have provided it. 

  IdentiityIQ did contact me about the complaint and offered to refund 3 months worth of charges; however, Citibank has refunded 12 months of charges, $405.57, but IdentityIQ is still not handling any of the previous charges or given me any information on how/when the account was opened and how long my credit card was charged. I have no details about my charges prior to March 2023. But based on the attached notifications from Citibank, I know the charges began prior to August 2021. 
  
  

  Customer Answer

  Date: 02/20/2024

  When reviewing IdenitityIQ online I found the attached information. The second paragraph explains my exact situation/ written by someone who claims to be a former employee. This post is from 2 years ago. 

  ********************************************************************

  This is unacceptable. I also know that IdentityIQ is constantly used by scammers on *********** Their practices are abhorrent. 
  

  Customer Answer

  Date: 02/23/2024

  After a lot of emails to customer service, ******************** complaints, and copying execs on emails, I was able to get connected to an individual who offered help.

  First, they offered a 3-month refund but would not provide me with any additional information, like when the account was opened or any information additional information on the person who did report to the police. They informed me they could only release it with a subpoena. When I pushed back, they said I could send in a copy of my driver's license, and they would follow up with me.

  After sending in my driver's license, I got the information about when the account was opened, the address and IP address used by the person who opened it, and the account's creation date. By getting the account creation date, I know the issue.

  The account was created immediately after my house was broken into and my credit card was stolen. I reported my card stolen and canceled it. However, my new credit card was automatically updated with IdentityIQ because of their Terms and Conditions AND because Citibank did not change the routing number and account information on their end, which should have happened when it was reissued. 

  I am still trying to find out what social security number was used in connection with the account to see if my information was accessed.
  

  This information is what I needed to know how and why this charge was an issue. It took way too much pressure and work to find this out. However, my case is now resolved, and I am working with Citibank to resolve the issue on their end. 
  

• Initial Complaint

  Date:01/29/2024

  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 was supposed to be only $1 and months later they started charging me $39.95 for something I cancelled through phone and through email. When I messaged them to refund my money I got some generic message that I was unsubscribed. This is a scam company. They werent even able to verify my identity and I was never able to access this service. I want my money back or Im taking legal action next

  

  Business Response

  Date: 02/01/2024

  We have no record of this member calling our ********************* We called them on Jan. 29, ****. They did not answer, and we were unable to leave a voicemail. We called them again on Jan. 31, ****, and left a voicemail. We sent them an email on Jan. 31, **** regarding the status of their account. We addressed their request.

• Initial Complaint

  Date:01/23/2024

  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 has committed fraud against me and is continuing to commit fraud. Last month I signed up for the resident link service via my apartment portal, y'all took my money and didn't give me thee service I signed up for. Today 01/23/2024 I saw an attempt to collect the monthly fee then I check Experian to see if they was reporting my rent payment according to the plan and they wasn't. I called identity iq today to see what's going on and the manager lied to see told me that I didn't have resident link instead I signed up for credit monitoring which was a bold face lie. I told her to cancel it because I signed up for resident link. I got a confirmation email stating that resident link was canceled even after she told me I didn't have that service. I called back and got the same manager where she then told me another lie stating I didn't enter the correct information to get the rent payment reported even after telling me I signed up for credit monitoring. I need to know why im being lied to even the email stated I signed up for resident link. Identity Iq is baiting and switching to customers on purpose so that we sign up for multiple services which is fraudulent. The manager also refused me service. I want all my phone calls today 01/23/2024 from ********** to get reviewed to see what type of people is working for this company. Bait and switch is illegal and I am going to file a lawsuit for this because I encourage to sign up for a service that was never available. I have attached the cancel email to this complaint. I want the payment of $5000 for the bait and switch that has been done to me and I want that so call manager investigated. Identity iq resident link was added to my Experian account as a new account and this manager still lied to me and told me to call Experian. I want all my personal identifiable information to be deleted immediately, and I don't no permission to sell or share my PII to any other entity.

  

  Business Response

  Date: 02/01/2024

  We spoke with this member over the phone on Feb. 1, ****. We addressed their request.

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21185591
  
  I am rejecting this response because: The person who called .e lied about the recorded phone call. This is bait and switch and they are trying to cover it up
  
  Sincerely,
  
  Quem *****

  

  Business Response

  Date: 02/05/2024

  We spoke with this member over the phone on Feb. 2, ****. We addressed their request. We encourage this member to call the customer care manager back if they would like to seek further assistance.

• Initial Complaint

  Date:01/19/2024

  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.

  Locked out of my account. When requesting my log in information with the proper credentials, it claims I have an invalid account. Even using my account number. I'm done paying for this service. I want to cancel my account. It makes NO sense that I cannot log into my account with the proper credentials. I'm paying for security and it doesn't seem like anything is secure. I'll monitor my credit on my own. This is beyond a headache dealing with the inconsistency in service.CREDIT MONITORING ALERT *********,Thank you for choosing IdentityIQ services! As part of your Secure **** plan membership, we are constantly monitoring for signs of suspicious activity to make sure youre aware of changes.Here are some additional details:Alert date: 01/18/2024 Alert type: Updated Account Your first line of defense against identity theft is to monitor for unauthorized activity on your credit report(s) and then act on it when you dont recognize the event. Please log in to your account at www.identityiq.com to view all the available details about this alert.Get real-time alerts sent to your phone by downloading the new IdentityIQ mobile app today!Thank you,IdentityIQ Customer Success Team

  

  Business Response

  Date: 01/26/2024

  We called this member on Jan. 22, ****, and left a voicemail. We called them again on Jan. 26, ****, and spoke with them over the phone. We addressed their request. 

• Initial Complaint

  Date:01/16/2024

  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 was a paid member for 2 months while no progress was made.When I cancelled my Identityiq account, it would have been helpful to be informed that I was also signed up for a Credit Glory account and would need to cancel that account as well.Zero progress, zero informed consent, for a high price tag. I guess this was just a $400 gift.

  

  Business Response

  Date: 01/19/2024

  Our records indicate this member signed up through a third-party partner. We called them on Jan. 16, ****, and again on Jan. 19, ****. They did not answer either call, and we left two voicemails. We also sent them an email updating them on the status of their account. We addressed their request.

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service 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 do not believe any subscription based business should make it difficult to unsubscribe to said service. I have currently been on hold to cancel this service for over 15 minutes. This doesn't include the time spent looking to find our to how to unsubscribe to this service. I have been subscribing since 2021. It is currently 1/2024.

  

  Business Response

  Date: 01/08/2024

  We spoke with this member over the phone on Jan. 8, ****. We addressed their request.

• Initial Complaint

  Date:12/26/2023

  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 continues to have me pay monthly but do have not reported all 3 bureaus on my report monthly. In filing complaints, customer service continues to have me believe the reason a bureau is not reporting is because I need to call the bureau. This makes no sense at all because they lead the customer to believe they will report-- that is the package you pay for. Every package they have is to report and monitor. Some customer service will lead you (when you make a complaint) to believe it is your responsibility to not only pay but it is your responsibility to call the bureau. This is a deceptive ploy to steer from their responsibility. For 2 months, they have failed to report my equifax score.

  

  Business Response

  Date: 12/27/2023

  We called this member on Dec. 27, 2023, and spoke with them over the phone. We addressed their request.

• Initial Complaint

  Date:12/22/2023

  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.

  Signed up on 12/21/2023 Website claims $1 to see your full credit report from ALL 3 agencies, After signing up to receive the full report they require additional payment. We will be contacting an attorney as I see this is a major issue for this company. What they are doing is illegal in all 50 states. You can not charge for a credit report. The website is mostly just a scam for advertising. Refund my $1

  

  Business Response

  Date: 12/29/2023

  We called this member on Dec. 27, 2023, and again on Dec. 28, 2023. They did not answer either call, and we were unable to leave a voicemail. We sent them two follow-up emails regarding their request. We addressed their request. 

• Initial Complaint

  Date:12/18/2023

  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 requires that you call in to cancel the account, at which point they keep you on the phone trying to get you to keep paying them. They use scripted scare tactics to accomplish that. Their services don't work well. They don't provide anything to help improve your score. They advertise that you can report your utilities, but it doesn't function well.

  

  Business Response

  Date: 12/29/2023

  We called this member on Dec. 27, 2023, and again on Dec. 28, 2023. They did not answer either call, and we left two voicemails. We sent them a follow-up email regarding their request. We addressed their request. 

• Initial Complaint

  Date:12/18/2023

  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 am a disabled veteran and recently progressed to the need to use a wheelchair for daily quality of life. My partner and I needed to move to a handicap accessible apt ASAP. On FB Marketplace I had some companies ask for a updated credit score printout or screenshot. One place even referred me to a company that would do it for free and all I had to do was send a screenshot to them after I had finished and had my credit score and report. I checked my bank transactions at the time (10/2023-11/2023) and seen there were no charges from the credit score company I used. Which was named IDENTITY ************). Now mid December of 2023 I noticed money was missing from my disability income bank I use(***** Fargo) First 2 weeks of December 2 days apart I was charged $34.99 twice and it was paid and put my account to insufficient with 2 more bank charges also. Now the same company keeps trying to take another $34.99 every 2 day up to December 16th 2023(present) but I don't have anymore money left so it keeps insufficient alerting me that the bank will be charging another service fee once I'm caught up. I did not sign up for any kind of monthly service, I did not authorize any kind of monthly fees and definitely didn't authorize any weekly or daily fee for anything to do with this company. I have been calling customer service, I been emailing customer service multiple times with no contact at all back to me from this company. They just keep trying to take more money out almost daily now. So far im out over $105 dollars so far...that may not sound like a lot to you but I live in a disability income only and struggle weekly without having that much money go missing like this. The cost of living and groceries are so high now I barely can get enough food for a month if I'm lucky but this "little amount to your is alot of food that I can't buy now and will go hungry from this scam. I just want my money that I didn't authorize them to take back ASAP. Thank you for your time.

  

  Business Response

  Date: 12/29/2023

  IdentityIQ services are not advertised or promoted on *********** Indeed, Zillow or similar sites that request credit information to verify employment or qualifying for a new rental agreement. If someone is enrolling in IdentityIQ services because they were told to do so for verification of employment, rental agreement qualification or something similar, it is potentially a scam. We called this member on Dec. 27, 2023, and Dec. 28, 2023. They did not answer either call, and we left two voicemails. We sent them a follow-up email regarding their request. We addressed their request.