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Complaint Details
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Initial Complaint
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I received an email alert that was a Bank Account Change Alert, however, even though I received the Alert today (3/23/2024), in the Alert itself it stated that the date the change was reported was April 11, 2022. That made no sense to me, so I called the number listed for contact which was ************ to determine what the Alert was about and why was it just being reported if the change occurred two years ago. I tried calling the number listed and got an automated response system, which I attempted to call three separate times because after going through all of the prompts and selecting the appropriate options the last prompt indicated that I should hold for a representative, which I did. After waiting and having to listen to the system repeat all of the options the system gave the response that "Sorry we can not assist you at this time" and then the call was disconnected. That happened each time I called. What kind of protection is this when you can not even find out what the Alert is alerting you about? I want to know the reason for the Alert and the reason for the delay in notification.
Business response
04/12/2024
IDX MyIDCare attempted contact with ******************* on 4/3/2024, 4/10/2024, and 4/11/2024 after her complaint to the BBB, but we were unable to reach her or leave a message.
IDX MyIDCare has also conducted a thorough review of its automated messaging and press options to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance at ************. Please note that the option 0 must be pressed at the first prompt to reach a live agent.
IDX MyIDCare has provided additional information to ******************* via email on 4/12/24 to ensure that she's able to reach IDX should she still require assistance.Initial Complaint
03/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I tried calling, was disconnected after a long hold. I can't log into this account either, as I don't have a password, nor ever remember creating an account with your company.Please close/delete my account and stop sending me emails/communications. I'm not interested in this service and never signed up for an account I don't beleive.Business response
04/10/2024
IDX MyIDCare attempted to contact *************** on 3/29/24 and left a voicemail with contact information for a return call. Later that day, *************** called back and left a voicemail indicating that she did not wish to be contacted again, requesting that her account be deleted.
IDX MyIDCare memberships maintain the highest security standards and require a secure verification process including 5 pieces of information via a phone call in order to proceed with any changes. Information such as address, phone number, email address, date of birth, security question and answer.
IDX MyIDCare sent *************** an email after this on 3/29/24 indicating that we need to speak with her briefly in order to perform this verification and proceed with her request. *************** emailed back indicating that she did not wish to be contacted again, requesting that her account be deleted.
High pressure tactics are a common approach for social engineers to gain control over a victim's account. ***************************************** has provided the information necessary for *************** to proceed with her request and we would be happy to delete her account once she securely verifies her information as requested.Initial Complaint
03/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Received an identity theft alert from MyIDCare for a transaction with BankMobile per the MyIDCare instructions I called BankMobile and determined that no account or transactions had been completed in my name. BankMobile did say they were receiving many calls like this and asked if I had a ******** money account which I did have. BankMobile said that ******** money was a different division under their parent company and that the alert should probably have been for them and not BankMobile. Since then I've been trying to contact someone at MyIDCare to find out why the false alert was issued and to see if there was any way to fix this problem. I've been promised calls from supervisors twice in the last two week but to date, no one has called me back showing that MyIDCare doesn't seem to care about issuing false alerts to their customers. The problem is that every time MyIDCare doesn't deliver on their promised calls back it's a minimum of a 30 minute process to get through to someone who again makes a promise of a call back and doesn't deliver on the promise. Each time I have to verify my identity to multiple MyIDCare agents which in my opinion further exposes my personal information to identity theft by MyIDCare agents.Business response
04/04/2024
IDX MyIDCare connected with **************** on 3/28/24 after his complaint to the BBB. IDX MyIDCare performed an internal review of the reported information and did determine that the alert was supplied by BMTX (**********************). **************** has a ******** MONEY account. The ******** Money account is also powered by BMTX (*******************************************).
The information contained in the alert was furnished by BMTX, and the phone number in the alert routed **************** to the wrong department at BMTX. These types of reporting errors can be common with companies that have multiple partnerships and are not caused by IDX MyIDCare. IDX MyIDCare always passes the information on to it's members in the format reported by the company.
During IDX MyIDCare's phone call with **************** on 3/28/24 we provided details about how to perform a dispute on the item in question, should he find it on the credit report. **************** did not wish to take any action and insisted we resolve on his behalf. IDX MyIDCare's ************* of ******** allows us to fix identity theft on behalf of a victim, and does not allow us to resolve clerical errors on a member's behalf.
The information in question may also be located on ******************** NCTUE report (National Consumer Telecom & Utilities Exchange ****************************), a credit reporting agency that maintains data, such as payment and account history, reported by member service providers in the telecommunications, pay TV, and utility industries. He has the option to retrieve this report and dispute any inaccurate information there as well.
IDX MyIDCare has provided additional information to **************** outlining these details and contact information should he wish to speak with a specialist at any time for assistance with accessing any of the reports and performing disputes of any inaccurate information.Customer response
04/04/2024
Complaint: 21471753
I am rejecting this response because: IDX MyIDCare makes the statement that "IDX MyIDCare always passes the information on to it's members in the format reported by the company" as if this is common knowledge that all customers know and understand and that couldn't be further from the truth. I had no idea how these alerts were generated, by who or if anything is done to the alert prior to being sent to customers. The problem with the approach IDX MyIDCare is taking is that it takes just as much effort on the part of customers to deal with these false/incorrect alerts as it does for a real alert. If an incorrect alert is issued and passed along by IDX MyIDCare I believe they take some responsibility, as a fraud alert company, to assure the accuracy of the alert for the benefit of their customers. In addition, MyIDCare makes the statement that, " IDX MyIDCare has provided additional information to **************** outlining these details and contact information should he wish to speak with a specialist at any time for assistance with accessing any of the reports and performing disputes of any inaccurate information". This is a false statement. I haven't been provided information about an NCTUE report or how to retrieve this report and dispute any inaccurate information. I received a voicemail from a ***** on 4/3/24 and called her back later that day and again today but she has yet to return my phone calls which is another issue I complained about which hasn't been addressed in this response. It takes multiple phone calls to IDX MyIDCare to get a response back.
Sincerely,
***********************Business response
04/16/2024
The NCTUE report and dispute process can be accessed online at **********************************;
From that website:
"To request a copy of your NCTUE Disclosure Report, please call us at **************.
You can also mail your request to:
NCTUE Disclosure Report
Exchange ************** NCTUE
P.O. Box 105161
*****************
**************Q. How can I correct or dispute inaccuracies in my NCTUE Disclosure Report?
If you believe that any item of information contained in your NCTUE Disclosure Report is incomplete or inaccurate, notify our team directly and if warranted, we will investigate the matter with the source that provided the information free of charge.
Please complete and return the Research Request form included in the Disclosure Report and provide details of the information you believe is inaccurate. To enter a dispute by telephone, please call the number listed on your Disclosure Report: **************. Remember, you must have a copy of your current Disclosure Report available during the call.
Based on the results of the investigation, we will either update the current status of the disputed information or delete the item from your Disclosure Report.
If the information that you have disputed has been verified as accurate by the service provider, it will remain on your Disclosure Report. However, you may add a statement of explanation to the report and work to resolve the dispute directly with the service provider that is the source of the information in question.
You may also submit your dispute via mail to NCTUE at the address below. Please include your name, address, Social Security number and date of birth in your request.
Disputes & Fraud
Exchange ************** NCTUE
P.O. Box 105398
*****************
**************"**************** has been provided contact information, should he wish to speak with a specialist at any time for assistance with accessing any of the reports and performing disputes of any inaccurate information.
Customer response
04/16/2024
Complaint: 21471753
I am rejecting this response because: On 4/3/2024 at 3:33 PM I received a call from ***** from MyIDCare that went to voicemail and below is my phone recorded transcript of that call:Hello this message is for *****. This is ***** calling on behalf of my daycare care provider of OPM. I was just giving you a call because I do have some information to. Find you I'm so go ahead and give me a call back at your earliest convenience My direct line again is area code ******************* Go ahead and give me a call your earliest convenience I do go to lunch or I will be going to lunch 1 30 An hour That is currently 2: 3 3 PM so I should be back And 2 30 if I don't pick up, go ahead Voicemail be happy to return Have a great day
I returned *****'s phone call at the number left in the message on 4/3/2024 at 6:24 PM and on 4/4/2024 at 8:10 PM and on 4/5/2024 at 4:24 PM and left a message to call me back on each phone call and no one has returned any of these phone calls yet. In your statement you say that I can call the contact information I've been given at anytime and get a response is totally false. I've been calling the contact number that MyIDCare provided most recently and no one has responded. If this isn't the correct number to contact MyIDCare, then why was it provided with the message to call that number? Nothing is stopping MyIDCare from calling me.
Sincerely,
***********************Initial Complaint
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Received an alert regarding credit inquiry. Dialed the 800 number listed on the site to speak with a fraud specialist as I have not applied for any lines of credit recently. After numerous prompts, none of which had anything to do with a credit line inquiry, it wouldnt connect me to an associate and referred me to a website that gave an error message. I dont understand why their numbers and site doesnt work, but assistance is still needed.Business response
02/19/2024
IDX MyIDCare made contact with ******************** on 2/14/2024 after his complaint to the BBB. ******************** indicated that he'd found the activity was valid after all, and didn't require assistance any further. The IDX MyIDCare representative assisted ******************** with additional information to help protect his identity in the event that extra protection with the credit bureaus is desired.
IDX MyIDCare has also conducted a thorough review of its automated messaging and press options to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance at ************. These press options are also provided in the error message that is on screen when a locked account is encountered.
IDX MyIDCare has provided additional information to ******************** on 2/14/2024 to ensure that he's able to reach IDX in the future should he require assistance.Initial Complaint
01/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MyIDCare, which was provided to me as a service from OPM after my records were compromised in a government leak, contacted me to notify that my SS # has been found associated with an address in ******, **. This is not a place I have lived or visited. When I called them at ************ you cannot get a live person. No matter which prompts I used, you eventually get hung up on. I am asking that this business, which is charged with alerting me about possible credit fraud, contact me to confirm this information and advise.Business response
02/12/2024
IDX MyIDCare attempted to make contact with ************************ on 1/31/2024, twice on 2/2/24, and left voicemails and sent a follow up email extending an invite for him to call and receive assistance directly from an agent after his complaint to the BBB.
IDX MyIDCare has also conducted a thorough review of its ************ toll free number to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance. These press options are also provided in the error message thats on screen when a locked account is encountered.
IDX MyIDCare has provided additional information to ************************ on 1/31 and 2/2 to ensure that he's able to reach IDX MyIDCare in the future should he require assistance.Initial Complaint
11/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On approximately 9/27/2023, I lost access to my MFA (multi-factor authentication) device to access my account with ********************** (hereafter IDX, as they do business.) I called, using my IP-Relay voice number, to attempt to reset my MFA access so that I could regain access to my account. The system would not let me speak to anyone or use the menu with IP-Relay. IP Relay is an FCC created replacement service for TTY. The technology is over a decade old, and is an assistive device for people with hearing and speech difficulties. My IP-Relay operator was able to leave a message. I waited 2 weeks, and on October 12, I emailed a follow up to the IDX support email, requesting assistance, and again explaining that I had lost my MFA device. I again waited for approximately 2 weeks, and on November 1, I emailed 2 more times, again requesting assistance, and revoking authorization to access my credit and personal information until such time as my access is restoredBusiness response
11/29/2023
IDX made contact with **************** on 11/20/2023 after their complaint to the BBB. IDX Assisted **************** with regaining access to their membership at this time.
IDX has also conducted a thorough review of its toll free number and made adjustments to ensure that callers are routed to an agent if no options are selected.
IDX has extended coverage as requested, and provided additional information to **************** on 11/20/2023 to ensure that they are able to reach IDX in the future should they require assistance.Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
i received an (non credit related )email alert and when I tried to sign in the check what it was about, it locked me out. When I tried the password reset option and the site did send me a link to click on in my email and when I tried resetting my password it locked me out again. So then I tried calling three separate times and the automated line ran me through a set of options that all led to "Sorry we can not assist you at this time" and then just HANGS UP! I gave up after three times and posted this review. Not very comforting and I don't feel really protected.Business response
10/25/2023
IDX MyIDCare made contact with ***************** on 10/21/2023 after her complaint to the BBB. IDX Assisted ***************** with regaining access to her membership at this time.
IDX MyIDCare has also conducted a thorough review of its ************ toll free number to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance. These press options are also provided in the error message thats on screen when a locked account is encountered.
IDX MyIDCare has provided additional information to ***************** on 10/21/2023 to ensure that she's able to reach IDX in the future should she require assistance.Initial Complaint
10/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have an account with Zerofoxes one star service subsidiary IDX who failed to correct their platform problem: The Credit and Identity Management does not begin and complete. I get the same message to call some clerk that answers to the number provided that rights service tickets that go nowhere. This inept company does not take calls nor did they respond to two service tickets. These clowns are a disgrace to the industryBusiness response
10/23/2023
IDX MyIDCare made contact with ********************* on 10/23/2023 after his complaint to the BBB. IDX Assisted ********************** with activating his credit monitoring within the credit and identity section of his membership at this time.
IDX MyIDCare has also conducted a thorough review of its credit activation procedure to ensure that the system is working as intended. The credit activation is a secured process that requires members to provide the matching information located within their credit bureau reports that can be accessed at ****************************************;
IDX MyIDCare has provided additional information to ********************** on 10/23/2023 to ensure that he's able to reach IDX in the future should he require additional assistance.Initial Complaint
08/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Harvard Pilgrim contracted services through IDX for monitoring and identity protection services. (************************************************) I enrolled with my code from Harvard Pilgrim on 8-13-23. Received an email that my services were activated. I try to add my information needed to "service" tab. Such as my social security number. I just keep getting a loading icon after entering info. Ive used different browsers, computer, phone and the IDX app with the same result. My info is not accepted by them to monitor fraud. I currently have been having fraudulent accounts open under my name and ssn. IDX IS not alerting me and is useless for Harvard Pilgrims intent of the 2 year monitoring of this behavior.I have contacted IDX support multiple times to help with this starting on 8-16-23. I have got no response. I sent issue description and screenshot to both **************************************** and ******************************Business response
09/15/2023
IDX attempted contact with ************** on 8/31/2023, 9/5/2023, and 9/7/2023 at the number provided after his complaint to the BBB. IDX provided ************** with information in voicemails to reach a representative to address his credit monitoring activation and fraudulent accounts.
The credit monitoring activation is a separate, secured process with the credit bureaus that requires information provided such as name, address, SSN, etc. to be consistent with the information that the credit bureaus have on file. If there are problems activating the credit monitoring, credit reports can be accessed at ********************************** to ensure that the correct information is being provided during this activation process, and that the credit bureaus have the most up to date information about you.
If ************** still requires assistance, we have provided additional information for him to reach a representative directly at his convenience.Sincerely,
IDX
Initial Complaint
08/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am enrolled in MyIDCare due to a fraud issue. Have been getting alerts to check My account due to change in my credit information. Cannot log in due to my account being locked for some unknown reason. Cannot contact at the ************** number because the call fails.Business response
08/29/2023
IDX MyIDCare made contact with ******************** on 8/18/2023 after his complaint to the BBB. IDX Assisted ******************** with regaining access to his membership at this time.
IDX MyIDCare has also conducted a thorough review of its ************ toll free number to ensure that the system is working as intended, and there are available options for enrolled individuals to reach a representative for assistance. These press options are also provided in the error message thats on screen when a locked account is encountered.
IDX MyIDCare has provided additional information to ******************** on 8/18/2023 to ensure that he's able to reach IDX in the future should he require assistance.
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Contact Information
Customer Complaints Summary
38 total complaints in the last 3 years.
13 complaints closed in the last 12 months.