Complaints

This profile includes complaints for Privacy.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Privacy.com

  148 Lafayette St Chinatown, NY 10013-3115

  
• 

  Privacy.com

  228 Park Ave S PMB 57488 Cooper, NY 10003-1502

  

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:05/04/2023

  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 went through a lengthy process to create an account, which included entering my full social security number. For no apparent reason my account was frozen and I was prompted to contact customer service. I was given the vague explanation that "we were unable to verify your sign-up information." Everything I entered was truthful and accurate. The service representative had me enter my information a second time. Same result. I was told the same thing. The representative then told me "we aren't able to go into further detail about this decision." A few days had gone by at this point. I asked to speak to a supervisor and was ignored.Best case: they are rude. Worst case: this is cause for concern. I gave them very sensitive information, only for them to immediately tell me that their company works in mysterious ways and they weren't going to help me. I see this as very suspicious conduct, and worry my information is in bad hands. Also, I found it very disrespectful of them to waste my time and give me non-answer as to why I was denied service.At first I was hesitant to create an account with **********************, but it was actually the fact that they are - or claim to be - endorsed by the Better Business Bureau that convinced me. Does the conduct I've described sound acceptable for a BBB endorsed business?

  Business Response

  Date: 05/11/2023

  *** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ********************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ********************************* on May 04, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************** appeal, in which they claim to have had their Privacy account frozen after creating an account, with being prompted to contact customer service. They were unsatisfied with Privacys response of being unable to verify sign-up information.
  
  *********** has reviewed ********************************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 22, 2023, ******************** reached out to *********** stating their account was paused due to their information being unable to be verified. Privacy requested that ******************** provide his email associated with the Privacy account to locate it, to which he then provided. *********** followed up stating that we were unable to verify their sign-up information, instructing ******************** to reenter their account information with the signup link provided and once completed the account will be reviewed.
  
  After an additional review, Privacy was unable to verify *** ********* identity and is unable to provide their account. Due to the security-conscious nature of our business, we were unable to provide any additional information for this decision. *** ********* account has been suspended and their connected funding source has been removed. Lastly, ******************** was unsatisfied with our response and alleges discrimination as we are unable to disclose the reason behind our decision making. ******************** decided that they will go to a competing service and leave a negative review. *********** does not discriminate on any basis, including race or national origin, and is committed to fostering an environment of both inclusion and mutual respect for all persons.
  
  *********** reserves the right to provision service at its sole discretion. The account remains banned.
  
  *********** 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,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 05/15/2023

  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:

  In the response the representative repeated what I was told in my initial communications with the company almost verbatim. The point of my complaint was that I received evasive corporate-speak in place of an explanation, and Privacy has responded with more of the same corporate-speak.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/01/2023

  Type:Product 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.

  During my previous conversation with one of your representatives (via email dated April 25, 2023), I was informed that I supposedly had another account, which was causing issues with my current account. Despite my protests that I did not have another account, the only resolution offered to me was a password reset to an email address that I did not even recognize.I must say that I find this resolution to be completely inadequate and frustrating. Not only did I not receive any clear explanation as to why I supposedly had another account, but the password reset was done to an email address that was not associated with me. This has caused me a great deal of inconvenience and frustration.Furthermore, I find it completely unacceptable that I was not given any alternative solutions or options to resolve this issue. The fact that the only solution offered was a password reset to an unrecognized email address shows a lack of effort on your part to properly investigate and address my issue.

  Business Response

  Date: 05/05/2023

  *** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* ** *****
  
  *** ******* ****************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ******* ***************************** on May 01, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ************************ appeal, in which they were unsatisfied with Privacys response to the matter involving their account being paused due to an associated account that they did not recognize.
  
  *********** has reviewed ******* ****** Mangilins account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 24, 2023, *********** support notified ******************** that their account had been paused as our system detected an existing account with matching signup information that has one or more unsettled transactions, which is not permitted as Privacy users are only allowed one active account.
  
  On April 25, 2023, ******************** responded with claims of not recognizing any other account for **********************. *********** responded that the additional account has matching signup information including the same address listed on their account, and we are unable to activate either account until the transaction is settled. We also asked if they would like their password to reset for the original account. ******************** provided an email for password reset.
  
  
  On May 01, 2023, ******************** followed up for any updated regarding their account. ********************** reiterated that the account was paused due to an additional Privacy Account matching their information that has an unsettled transaction. We are unable to reactivate the account associated with the email being written from until the unsettled transaction on the other account is retried and settled. ******************** claimed to not recognize the account and email associated. *********** informed him that we will need to complete an ID verification to proceed with reactivation.
  
  *********** reserves the right to provision service at its sole discretion. The account is currently paused.
  
  *********** trusts the information provided satisfies the inquiry and demonstrates that *********** thoroughly investigated Mr. ********* complaint. Should you or ******************** require any additional information, feel free to contact me at the email below.
  
  Sincerely,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

• Initial Complaint

  Date:04/24/2023

  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.

  My *********** account was suspended in 2021. I reached out to support and was told that for privacy reasons I was not allowed to know why my account was suspended. I abided by all the rules and didn't use my account for illegal purposes. I would like to talk to a representative to know why my account was banned and to have it reinstated. It took me awhile to make this complaint because I got logged down with paperwork over a couple legal cases I took on during this time.

  Business Response

  Date: 05/01/2023

  *** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** **************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by *************************** on April 24, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ******************** appeal, in which they were not satisfied with having their account suspended in 2021, alleging to have abided by all the rules. They would like to know why their account was banned and to have it reinstated.
  
  *********** has reviewed ******************** account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On July 27, 2021, ******************** wrote in stating that his account was not active. *********** responded that we were unable to support their account at this time and we are unable to share any details due to the nature of the business. The account was suspended with the attached funding source being removed, and any additional accounts created with matching information they will also be suspended.
  
  After a review of their Privacy account, we identified the account(s) to have been banned since November of 2020 and July 2021 for violation of our Terms of Service. We are unable to disclose the reason our abuse prevention system or human review team decided that we are unable to support their account at this time or discuss the decision any further.
  
  *********** reserves the right to provision service at its sole discretion. The account(s) are no longer active and will not be reactivated.
  
  *********** 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,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 05/02/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Product 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 have been sending multiple emails and left messages and have no one has responded. My privacy account has been paused for 3 days because of this settle transaction and no response at all from *********** I am running into trouble when trying to settle this transaction for $5.30. I keep pushing settle transaction but nothing is happening. Im unsure as to why the transaction declined. The transaction was supposed to be settled on April 8, however, I have had money in the account on March 28 and beyond.

  Business Response

  Date: 04/17/2023

  ***** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ******* *************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ******* ************** on April 10, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ****************************************** appeal, in which they claim Privacy has been unresponsive as they sent multiple emails and messages. Their Privacy account has been paused for 3 days due to a transaction being unable to settle. They are unsure why the transaction declined, as it was expected to settle on April 8th, as they claimed to have had enough funds in their account.
  
  *********** has reviewed ******* *************** account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 08, 2023, *** ************** reached out about their transaction in the amount of $5.30 failing to settle, as they have received an email from *********** regarding the transaction being unable to settle due to insufficient funds in their checking account. They claimed to have continued pushing for the transaction to settle and is unsure why the transaction declined, as they claimed to have funds in their account from March 28, 2023, and forward.
  
  On April 11, 2023, *********** responded that weve rerun any unsettled transactions to their connected funding card, and it should be reflected on their bank statement in the next 1-2 business days. In addition, the account has been reactivated.
  
  *********** reserves the right to provision service at its sole discretion. The account has been reactivated.
  
  *********** 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,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 04/19/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* **************
  
  
  
   
  
  

• Initial Complaint

  Date:04/06/2023

  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 really liked *********** for a long time, Then a Hacker got into my account, actually changed my password and then set up two unauthorized credit cards (Without nicknames or spending limits ) And then begun making charges on the phony cards that would empty my real bank account. If you're going to *********** for security forget it. I'm afraid this hack may have been from within ***********. If their application can't stop this kind of fraud what good is it ?

  Business Response

  Date: 04/14/2023

  ***** *** ****
  
  *** ****** ******** ******
  **************************************** *****
  ********* **  *****
  
  *** ************************** *** ****** **********
  
  Dear Bureau Representative,
  
  Lithic, Inc. (***********) is in receipt of the appeal filed by ************************* on April 06, 2023, with the Better Business Bureau. *********** appreciates the opportunity to respond to ******************* appeal, in which they determined that their account was hacked, password was changed, cards were created, and transactions occurred.
  
  *********** has reviewed ******************* account history and correspondence during the relevant time period.
  
  Key findings are summarized below.
  
  On April 05, 2023, ****************** reached out alleging someone hacked their account setting up cards with no names and proceeding to make purchases. They claimed to have closed the cards but are not sure if the charges had gone through. *********** responded, with acknowledgement of an unknown party authorizing a transaction using a Privacy card associated with their account and advised the user to contact their bank about the unrecognized transaction(s) and to open a dispute on their Privacy dashboard and we would be able to issue a refund. In addition, we have paused the Privacy account, closed all open cards, forced a password reset, and expired all existing sessions. We notified the user to reach out once their password is reset so we can reactivate their account and encouraged them to enable 2FA.
  
  On April 07, 2023, ****************** followed up to inquire on what we were doing to keep this from happening again? And whether we allow cards to be created without nicknames and spending limits and why we were trying to resettle the fraudulent charges. Privacy apologized for being unable to resolve the issue more promptly and that we had failed to meet our own expectations. We informed ******************, that we will help with recouping funds for the disputed transaction(s) and to ensure there are no additional transactions being authorized moving forward, we have paused the Privacy account, closed all open cards, forced a password reset, and expired all existing sessions. We also noticed that the transactions have failed to settle because the connected bank account was recently frozen, which we believe is related to the unrecognized transactions. Regarding the questions concerning cards without nicknames and spending limit; we allow for the spending limit to be none when creating a card with no nickname, by allowing the option to not set a custom limit when going through the card creation flow. And to clarify, our system is not automatically making attempts to retry the transactions but will notify in an email stating the transaction has failed to settle.
  
  On April 10, 2023, Privacy informed ****************** that we were engaging with our Disputes Team on issuing the refunds and that all Privacy cards have been closed. We told ****************** to reset their password and encouraged him to enable 2FA and once these steps are taken, we would reactivate the account unless account closure is preferred. Privacy reached out the following day confirming the password reset, reactivating the account.
  
  *********** reserves the right to provision service at its sole discretion. The account has been reactivated.
  
  *********** 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,
  ***********************, Compliance Operations Analyst
  Lithic, Inc. (***********)
  *************************************

  Customer Answer

  Date: 04/14/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************