Complaints
This profile includes complaints for Privacy.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 36 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/01/2025
Type:Delivery IssuesStatus: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.
Received refund for $444.91 on June 26th but privacy continues to hold it and also suspended my account so I cant make purchases - allegedly bc I didnt have enough funds for a transaction? They have responded to my numerous emails and tickets one time in which they didnt answer any questions whatsoever. They just said to wait til today. Well I still dont have my refund and my account is still paused. Judging from other complaints, Im not the first time this has happened,Business Response
Date: 07/09/2025
Dear Bureau Representative,
Lithic, Inc. (Privacy.com) acknowledges receipt of the complaint filed by ***** ******* through the Better Business Bureau (BBB). We sincerely appreciate the opportunity to address *** ******* concerns and provide clarification on the matter.
Privacy Support has maintained communication with *** ******* since June 28th, 2025, regarding both his refund request and account suspension. We understand *** ******* frustration and sincerely apologize for the inconvenience caused by the delayed refund processing.
Privacy has explained to ***** that when an account is paused or suspended due to insufficient funds, any pending refunds are held in a secure state until the account is fully reactivated. Account reactivation typically takes 3-5 business days for ******** verification and balance reconciliation.
We recognize that *** ******* felt his previous communications were not adequately addressed. We take customer feedback seriously and are committed to continuously improving our customer service standards.
********************** Support spoke with *** ******* on July 2nd, 2025, and advised him that his account was reactivated, and the refund was issued. He should receive it within 1-2 business days to his external account.
********************** trusts that the information provided satisfies the inquiry. Should *** ******* require additional information, please get in touch with me at the email below.
Sincerely,
***** **** ************************************************************************************************
Initial Complaint
Date:06/30/2025
Type:Product IssuesStatus: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 sent Privacy several emails over the weekend and they have not responded. I dont understand why the delay in responding. I simply asked them to rerun the $371.52 debit and reactivate my account. Very upsetting and frustrating.Business Response
Date: 07/02/2025
Dear Bureau Representative,
Lithic, Inc. (Privacy.com) acknowledges receipt of the complaint filed through the Better Business Bureau (BBB) by ****** *****. We appreciate the opportunity to respond to his concerns.
*** ***** contacted our support team over the weekend regarding account access issues. Due to our limited weekend support coverage, his initial inquiries were queued for our next business day response.
On Monday, June 30th, our support team promptly addressed his concerns upon resuming full operations. His account was successfully reactivated, and the $371.52 debit transaction was processed as requested.
We believe this matter has been satisfactorily resolved. *** ***** now has full access to his account and his transaction has been completed as intended. We are dedicated to resolving any further concerns he may have. Should you or *** ***** require additional information, please feel free to reach me at the email address below.
Sincerely,
***** **** ************************ *******
***************************************************************Initial Complaint
Date:05/04/2025
Type:Order IssuesStatus: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.
Complex refunded $338.63 on 5/1. **** issued 2 refunds of $163.73 in 4/30 and 5/1. Ive contacted Privacy numerous times for them to apply the Complex refund to the charge as well as send the **** refunds back to my bank account and reinstate my Privacy account. No one is responding to my emails or my ******* messages. Theres no way to know what their hours are because this information is discreet.Business Response
Date: 05/08/2025
Dear Bureau Representative,
Lithic, Inc. (Privacy.com) acknowledges receipt of ****** ******* complaint filed through the Better Business Bureau (BBB).
Privacy Support has been in active communication with ****** since Sunday, May 4, 2025, and the issues appear to have been resolved. ******** Privacy account was reinstated, and the **** refunds were processed to ******** bank account on May 6, 2025.Privacy.com trusts that the information provided satisfies the inquiry. Should ****** require additional information, please get in touch with me at the email below.
Sincerely,
***** ****, ********************************************************************************************Initial Complaint
Date:04/18/2025
Type:Service or Repair IssuesStatus: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.
Was randomly banned from the service after I gave them all of my information. Reached out to get more information as I have never used the service in any capacity and was told they can not share information on the ban due to security reasons.They also banned my partner's account, I'm assuming it being linked to me. This is very terrible service and should be reviewed.Business Response
Date: 04/21/2025
Dear Bureau Representative,
Lithic, Inc. (Privacy.com) acknowledges receipt of the complaint filed through the Better Business Bureau (BBB) by ****** *****.
We sincerely apologize for the frustration and inconvenience ****** has experienced. Since ****** inquired about the ban in 2019, Privacy.com has since implemented procedural enhancements to its fraud detection rules. ****** is welcome to reapply for an account with ********************** and we highly encourage him to reach out directly to us at ********************************** so that we can help ensure a smoother application process. While we cannot guarantee approval, our implemented changes may positively impact ******* application.
We believe this response adequately addresses ******* complaint and demonstrates our commitment to investigate all matters brought to our attention thoroughly. We value ******* interest in our services, and we hope to welcome him back soon.
Sincerely,
***** **** ****** ************************ *******
***************************************************************Initial Complaint
Date:02/17/2025
Type:Product IssuesStatus: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.
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 and the matter has been resolved.
Sincerely,
****** *****
Business Response
Date: 02/26/2025
Dear Bureau Representative,
Lithic, Inc. (Privacy.com) acknowledges receipt of the complaint filed through the Better Business Bureau (BBB) by *** ****** *****. We appreciate the opportunity to respond to his concerns.
Following a thorough review of *** ****** account history and correspondence, we would like to summarize our key findings:
* On January 28, 2025, *** ***** inquired about a $163.71 refund issued by ****** to his Privacy account.
* On January 29, 2025, a Privacy representative advised that an outstanding balance on *** ****** account prevented the refund from being sent to his funding account. The representative informed *** ***** that the refund would be initiated once the outstanding balance was settled.
* On February 7, 2025, *** ***** requested an update on the refund and account reinstatement, stating that the outstanding balance had been paid.
* On February 11, 2025, a Privacy representative apologized for the delayed response and advised that a refund attempt that day had failed. The representative stated that Privacy would manually resend the refund, which could take 1-3 business days.
* On February 13, 2025, *** ***** inquired about the refund status.
* On February 16, 2025, a Privacy representative informed *** ***** that the refund had failed again and asked if a different funding source could be used. *** ***** confirmed that a new funding source would be added.
* On February 16, 2025, a Privacy representative advised that the refund had been resent and could take 1-3 business days to arrive.
* On February 18, 2025, *** ***** inquired about the refund status. A Privacy representative confirmed that the refund was sent successfully and should be reflected in *** *****' funding account.
*********************************************** trusts this information adequately addresses the complaint and demonstrates that we have thoroughly investigated the matter. We remain committed to resolving any further concerns *** ***** may have. Should you or *** ***** require any additional information, please contact me at the email address below.
Sincerely,
***** ****
*** ********** *******
***************************************************************Initial Complaint
Date:10/01/2024
Type:Billing IssuesStatus: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:My email was updated just because i gained access to my old email NOT BECAUSE *********** DID ANYTHING. What they are doing i simply stupid. If you lose access to your email they refuse to send you the communication secret code by text
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **********
Business Response
Date: 10/03/2024
Dear Bureau Representative,
Lithic, *** (***********) is in receipt of the appeal filed by ****** ********** on October 1, 2024, with the Better Business Bureau. *********** appreciates the opportunity to respond to ****** *********** appeal, in which they claim they were not able to verify their account to update their email address.
*********** has reviewed ****** *********** account history and correspondence during the relevant time.
Key findings are summarized below.
On September 26, 2024, ****** ********** reached out to *********** to advise that their email address no longer works and requested to change their email address. *********** responded on the same day and requested additional security information to establish account ownership in order to update the customers email address.
On October 3, 2024, *********** has confirmed that ****** *********** email address was successfully updated.
*********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated ****** *********** complaint. Should you or ****** ********** require any additional information, feel free to contact me at the email below.
Sincerely,
***** ****, ********** ********** *******
***************************************************************Customer Answer
Date: 10/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:That's a BIG LIE -they do not have security questions, they asked me name. Phone, funding source and address and I answered them all. Then they told me they do not match but they didn't say what doesn't match . But I gave them all the correct information
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **********
Business Response
Date: 10/23/2024
Dear Bureau Representative,
Thank you for giving us the opportunity to follow up on the complaint filed by ****** **********. For security reasons Lithic (***********) requests additional security information to establish account ownership before allowing a user to update their email address. ****** requested to update their email address on September 26, 2024. A *********** representative promptly responded to ******* request on September 26, 2024, and requested additional identifying information. ****** responded to *********** on September 26, 2024, and provided information for review. Upon review of the information, a *********** representative followed up with ****** on September 29, 2024, and advised that *********** unfortunately could not fully verify ******* identity based on the information ****** provided. ****** was also informed of what specific identification information was still required to establish account ownership. ****** did not provide this information to *********** and unfortunately *********** was unable to update ******* email address.
We thank you for the opportunity to respond to ****** *********** complaint. If ****** continues to have concerns regarding their complaint, please have them contact me at the email below.
Sincerely,
***** ***** ********** ********** *******
***************************************************************
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