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:12/05/2023

  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 been a subscriber to Identity IQ for approximately one year. For financial reasons, I needed to cancel my membership. First Issue: Identity IQ makes it difficult to cancel. There is no locatable email for customer service, and no way to log an contact/support request through their website. A phone call during business hours is require to cancel. Then, the customer service rep fairly aggressively tries to keep you from canceling. They offer multiple down-sell options which sounded very strangely like the same basic service I already had at significantly discounted prices. I was eventually allowed to cancel immediately, as requested. Second Issue: While I was on the phone with the rep to cancel my service, I realized I had a pending charge for Identity IQ for the upcoming month's service at $26.99. While on the phone with the rep, after he'd confirmed that the my cancellation was effective immediately, I requested this charge be cancelled or refunded. I was told that the policy was no refunds. I then asked if my service would stay active through the billing period since I was paying for the upcoming month and was told no, my service had been cancelled, and that cancellation was already effective. When I asked why the $26.99 charge couldn't be cancelled or refunded since it was a charge for a service I would not be receiving, the rep just stated it was policy. I could understand if I called at the end of the month, or even half way through--but the charge is still pending. It hasn't been completed yet and I have cancelled the service. Why would they still want me to pay for a service they aren't providing to me. I find this ethically questionable and very disappointing from a customer service perspective. I definitely will not recommend this service to anyone in the future.

  

  Business Response

  Date: 12/13/2023

  We called this member on Dec. 7, 2023, and left a voicemail. We called them again on Dec. 13, 2023, and left a second voicemail. We sent them a follow-up email regarding their request. We addressed their request. 
  

• Initial Complaint

  Date:12/01/2023

  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.

  A fraudulent account was set up in my name and charged to my credit card. I contacted IdentityIQ in an attempt to obtain information regarding how the account was created. I provided the account number but refused to provide any of my personal information. I was told they were looking at my account but would not provide any information unless I complied with their request. I ended the call. A week later they attempted to charge my credit card, which I had to cancel because of this situation. I called again to cancel the account and once again they refused to assist unless I provided my full name, mailing address, DOB, and last 4 digits of my SS number even though I provided the account number which they created. I caught the charge on my card while it was still pending so I have not been charged but I still have an active account that I assume will end ** in default as they continue to attempt to bill me.

  

  Business Response

  Date: 12/08/2023

  It appears this member signed up through a third-party partner. We called this them on Dec. 1, 2023, and left a voicemail. We called them again on Dec. 7, 2023, but as soon as we introduced ourselves, they disconnected the call. We sent them an email with an update on their account, and requested they call our customer care center manager if they need more assistance. We addressed their request. 

• Initial Complaint

  Date:11/27/2023

  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.

  This company just posted on my wife email that she was signed up for this service and she did not authorize. Then they charged one dollar to our credit card which we did not authorzed. Then they said that if we did not cancel the service that we were going to be billed for the service that we did not authorized.

  

  Business Response

  Date: 12/05/2023

  We have no record of this customer being an ******************** member. We called them on Nov. 30, 2023, and Dec. 1, 2023. They did not answer either call, and we left two voicemails. We also sent them an email with an update on their request, and to contact us if they request further assistance. We addressed their request.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20921003
  
  I am rejecting this response because: (1 my wife received a email saying she had enroll on line and that a $1 charge was placed on her credit card. She did not. So I got some legal advice and they said not to have any communication with that company. That company also said that a $36 would be charged to her credit card if I did not cancel the subscription which we did not sign up for. (2 I called **************** and there was a $1 charge on her card so I disputed it and I had them block that company and they canceled that card and gave her a new one. That company also tried to put a $36 on her old card which was blocked. **************** has turned this over to there fraud ***** (3 Yes that company tried to call me 2 times and they send a email but as in number 1 the legal advice said not to communicate with them, so I did not. I have all emails  and documentations to back all this up. I would like to know how this company got all this stuff on my wife. This looks like id theft. We had absolutely no communication with that company. I will wait and see what **************** fraud ***** does and what my legal adviser has to say,  an bbb how can you rate this company a 2. I give it a -10.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/11/2023

  We called this member once again on Dec. 6, 2023, and left a voicemail. We sent a follow-up email with an update on their account status. We encourage this member to contact our customer care manager if they need more assistance.

  Customer Answer

  Date: 12/11/2023

  Yes they did communicate with me but I'm going to wait to see what **************** is going to do with there credit card fraud case. I do not know why this company can not locate the problem. I have a account number.

• Initial Complaint

  Date:11/26/2023

  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 paid this company on 11/25/23 and this company came back and charged my card again on 11/26/23! I was alerted my Discover. I hate a thief! Its disgusting that this company would steal from consumers. And from reading the complaints on this page it seems to be a serious problem! I have alerted the **** and informed them that this company needs to be investigated! Immediately! I will never do businesss with this company again and will fight for them to be investigated! Its disgusting that they steal from consumers

  

  Business Response

  Date: 11/28/2023

  This member called our ******************** on Nov. 27, 2023, and we canceled their account. We called them on Nov. 27, 2023, after reviewing their request. We spoke to them over the phone and explained the double charge was due to payment not going through the previous month. We addressed their request.

  Customer Answer

  Date: 11/28/2023

   
  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. Thank you to the supervisor. He was very nice. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2023

  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 vendor started charging me for a subscription service to monitor fraud / credit for another person's name. When I called and spoke with them, they indicated my card was charged starting June 5th for credit monitoring for a "*************************". We do not know anyone with that name. I asked the charges to be reversed and they refused. I also asked them to clarify details around the sign up and they would not share any info about how someone could use my card to sign up for someone else's recurring subscritpion.I informed them I would be filing a complaint with the better business bureau and they gave me an incorrect address based in ********** to include in my complaint vs. the actual address shown in ****** in the BBB system.Having read online, it seems this is not an atypical scam. I should also add that they changed the business entity charging my card in October making it harder to track the history of charges that have been processed.The company seems sketchy and as if they are looking to get people to sign up for the service and then make it hard to cancel.The service reps I spoke to were "***" and "Mico" but declined to share last names.

  

  Business Response

  Date: 11/28/2023

  We have no record of this customer being an ******************** member. We spoke with them over the phone on Nov. 28, 2023. We addressed their request. 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20879752
  
  I am rejecting this response because: as indicated the company has been charging my card months.  I received a call from them indicating that somehow a third party gained access to a canceled credit card of mine.  This company's system allowed this party to then subsequently sign up using hte canceled card info on my brand new cc card.  It showed the party tried to create multiple sign *** for individuals by different names--likely a phishing scam so they could gather information about those other individuals.

   

  The call also indicated this company has multiple office locations and based on the charges to my card the charging entities name changed even during hte 6 months that I was being fruadulently charged.

   

  Overall there should be stronger oversight to prevent this from happening--for the sake of individuals such as myself but also the individuals who were being targeted as part of whatever scheme the third party is trying to use this service for.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/08/2023

  We called this member two additional times on Dec. 4, 2023, and Dec. 6, 2023. They did not answer either call, and we left two voicemails. We sent an email with an update on their account. We encourage this member to contact our customer care manager if they need more assistance.

• Initial Complaint

  Date:11/14/2023

  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 replied to a ********** advertisement seeking an apartment in ***********, **. The housing manager responded by text, asking for a credit report, insisting that it was provided by IdentityIQ. To get the report, I agreed to a $1 charge to IdentiyIQ. I do not recall seeing any prompt notifying me that I was also signing up for a $34.99 monthly fee. The housing manager never got back to me.This appears to be a deceptive business practice in violation of ************* chapter 39A.

  

  Business Response

  Date: 11/28/2023

  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 Nov. 16, 2023, and they disconnected the call. We called them again on Nov. 28, 2023, and left a voicemail. We sent them a follow-up email updating them on their account. We addressed their request.

• Initial Complaint

  Date:10/16/2023

  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 called in and cancelled my subscription before the first month would have been due. However I was still charged ***** for a subscription that was cancelled. I thought that would be the end of it and it would be done after that. But I have been charged monthly for almost a year now at *****/month for a something I cancelled. I cannot log in to even pull up the dates of all the transactions because it wont let me ******* without entering new card information because I was FINALLY able to get my bank to block this company from taking more money out. Yet they are still trying. I have called NUMEROUS times and am told it is cancelled and I will be refunded for 6 months of charges (which is ridiculous because I have paid more than that, AND I never get it which means I am just paying another month again without a refund) but I never get it, and always get charged AGAIN the following month. I have also been hung up on repeatedly when I tell them I am not getting off the phone until they send me an email confirmation that it is cancelled and my refund amount, then suddenly "click" and the representative is gone! I have also attempted to email and get zero response and now cannot even get my emails to go though. Its like this company goes out of its way to defraud people out of money month after month with zero repercussions. I want ALL of my money refunded for all charges ever incurred due to THEM not cancelling upon my request almost a year ago and continuing to charge me. This will be the last effort I make to collect what is rightfully owed back to me before taking legal action to collect my money back from them. I have seen many other complaints about this exact thing. It looks like a class action is inevitable at this point.

  

  Business Response

  Date: 10/20/2023

  We have no record of this member calling in to cancel their account. We called them on Oct. 17, 2023, and Oct. 19, 2023. They did not answer, and we left two voicemails. We also sent a follow-up email updating them on their account. We addressed their request.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20738231
  
  I am rejecting this response because: I called in numerous times and every time I called asking AGAIN for it to be cancelled and refunded, they would use the like "we have no record of you calling previously"  A little too convenient that they have no records and keep charging up until the point BBB get involved.    They did attempt to call twice in the past two days and left a voicemail, however give the fact that nothing ever gets accomplished with them VIA phone and records conveniently disappear I refused to have it be handled that way yet again just for the same exact result to come from it.  They did finally send an email, which I immediately responded to.  I was told via email my account has been cancelled and I am "being refunded" but no other information so I responded asking how much the refund would be for and when.  They again refused to respond and put this information IN WRITING and insisted on calling again.  This time I did answer (since they are giving me no other choice to get actual information out of them)    I was told on the phone that a refund had been issues, and I specifically asked AGAIN for them to email me information/confirmation of this supposed refund and amount.  Again I have not gotten this information in writing/emailed to me.  I do not understand why this company is so very adamant about everything being handled via phone (which they then claim to have no records of later on) rather than actually sending written communications upon customers request repeatedly. It seems incredibly shady/sneeky to me.    As of writing this not only have I not received any email confirmation of this supposed refund, I have not received the actual refund yet either. I have contacted my bank and they do not even show any refund pending at all.  Feels as though I have been lied to yet again by this company and its jut a continuous run around.   They were VERY VERY quick to ask me to "update the BBB Complaint" repeatedly though.   I have told them I will update it when and ONLY WHEN I get this in writing and see the actual refund. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/27/2023

  We sent an email to this member on Oct. 23, 2023. We called them once again on Oct. 27, 2023, to give them an update on their account, and left a voicemail. We encourage this member to call the customer service manager back if they seek further assistance.

• Initial Complaint

  Date:10/10/2023

  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 started services with this company January of 2023 up until *** 2023. I did not use their services from *** 2023-october2023. I called October 9,2023 to restart services when I spoke to the representative she said Id be charged $29.99 to restart services. I wake up today 10/10/2023 with 4 charges from identity. When I spoke with them this morning I was given a ******** for non payment for the months of June and July but was charged for August and September. Which doesnt make sense to back date for a service I didnt use for months. This is not stated in the company terms and condition. I was asked if Id like to be billed for *** and June which is unprofessional because when I called yesterday the representative shouldve disclosed your being charged for 2 months prior non payment. I am working with a credit repair specialist they stopped working on my credit because they didnt have access to identity id. Ive used this service in the past a few year ago missed a payment or two and was never upcharged. The representative and the manager were not helpful at all. When I was asked to speak with manager supervisor she said she is the manager but will have a manager call later. June-September I didnt receive services from identity IQ and my credit repair specialist was not able to provide Services to me for this reason.

  

  Business Response

  Date: 10/13/2023

  We called this member on Oct. 10, 2023, and left a voicemail. They called us back and we assisted them. We addressed their request.

• Initial Complaint

  Date:10/09/2023

  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 for this company never recieved alerts or used the services. Tried to cancel numerous times had to fill out paper work with my bank to block transactions of ***** every 2 weeks. Finally got through canceled on the phone got a one time refund however again today another charge. Called back ******* was rude would not cancel the account got disconnected I called back finally got a confirmation of cancellation. The previous rep called back I told her to it was taken care of and she laughed at me and called me a b**** This is how you treat military families who are just trying to protect themselves against identity theft? Your services never worked all you did was steal from us. Do better with the customer service.

  

  Business Response

  Date: 10/13/2023

  We called this member on Oct. 10, 2023, and left a voicemail. We called again on Oct. 11, 2023. They answered and then disconnected the call. We sent a follow-up email updating them on their account. We addressed their request.

• Initial Complaint

  Date:09/27/2023

  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 signed up for the upgraded service in August 2023. I canceled said upgrade service at the end of August 2023. I logged into my account recently and attempted to purchase a merged credit report. My card was charged, but I was unable to access or download the report. I called the customer service line, and was informed that since I had canceled my service, I should not have been able to order a copy of my report. When asked about the pending charge on my bank account, I was advised that would fall off (unprocessed) in a couple of days. Of course, the charge cleared! When I called for a refund, all I got was a runaround, ultimately stating that supervisors had to get involved and that I would receive a callback. That callback has not happened as of the date of this complaint. All I want is a refund of the $19.99 I was charged for a credit report that I never got.

  Customer Answer

  Date: 09/29/2023

  I have been provided a refund.  You may close this complaint.

  Thank you.