ComplaintsforGoTo
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear LastPass Support, I have a critical issue with my LastPass account that occurred on February 2, 2024. Due to a password entry error, I've been locked out of my account, impacting my operational efficiency significantly. I've already attempted to resolve this by providing detailed verification information promptly. I received an email from Mario and immediately replied to his request on Feb 2 but since then have had zero responses. The absence of a response is concerning and disrupts my business activities significantly. I am contemplating switching to 1Password all together after we resolve this resolve the issue because of the delay. Please, please, please, please, please reply ASAP with—a secure password reset link or an alternative solution to regain access. I appreciate the urgency of my request and the importance of security. My aim is to resolve this with minimal disruption to my business operations. Thank you for your immediate attention to this matter. I look forward to a prompt response. Regards. ***** ******* ****Initial Complaint
02/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
GoTo took away a service that I had (texting service). And then they said I needed to pay $20 to set up texting and then pay another monthly fee for texting. These charges are not in the contract, so they're breach of the contract. I spent weeks and many hours attempting to resolve and the GoTo customer service team and resolution team would not acknowledge that their tech team is charging me extra for texting. When attempting to cancel because of the lack of the texting service they should be providing, they refused.Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have been using LastPass for over 5 years now, and for some reason I cannot reset my password. I go through all the recovery steps, enter the code sent to my email, and it says that the code is no longer valid or has expired. It is impossible to reach a human…no email no phone or live chat available. I need to talk to customer service to reset my password so that I can at least get the hundreds of passwords and information I’ve entered. I have been paying for this company who I though I could trust with all my personal information. I need a resolution asap.Initial Complaint
11/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On Tue, Nov 7, 2023 at 1:35?PM we received an email message from Elizabeth L****Initial Complaint
10/24/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Subject: Intent to Sue for Data Breach and Privacy Violations Dear LastPass Legal Department, I am writing to formally notify you of my intent to pursue legal action against LastPass in connection with a recent and egregious data breach that has resulted in the unauthorized exposure of personal information, including social security information, as well as business information, including the confidential details of thousands of clients and customers, and sensitive passwords. The extent of this breach has caused significant harm, distress, and concern to both me and countless others affected by this incident. LastPass's responsibility to safeguard our personal and business data is paramount, and your failure to adequately protect our information has not only compromised our privacy but has also exposed us to the risk of identity theft, fraud, and other potential damages. As a result of this breach, I am seeking damages in the amount of $1,000,000 to compensate for the harm, stress, and potential financial losses that have arisen due to the data breach. I strongly urge LastPass to take immediate action to rectify this situation, including enhanced security measures, full disclosure of the extent of the breach, and measures to support affected individuals in mitigating potential harm. If LastPass fails to respond promptly and adequately address this matter, I will be left with no choice but to pursue legal action against your company to protect my rights and those of others who have been similarly affected. I trust that LastPass will take this matter seriously and address it in a responsible and timely manner. I hope to avoid the inconvenience and expenses of litigation, but I am fully prepared to take legal action to protect my interests and the interests of others affected by this data breach. Please respond to this notice within [a reasonable timeframe, e.g., 14 days] to indicate your commitment to addressing this situation and reaching a resolution.Initial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I subscribed to a software application called GoToResolve Basic in March 2023. In June 2023 I decided to cancel. Logmein (parent company) refuses to respond to me and keeps charging me $69/month.Initial Complaint
01/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have a paid FAMILIES account with LASTPASS/LOGMEIN. Recently they had a a data breach, so I changed my master password. That password is not working now and I’m unable to use their account recovery to reset it. Using an iPhone with face unlock recovery doesn’t work, it just spins for hours. There is an option to receive a text at the number I have on my account but I’ve tried that several times and gotten no text message. According to their plans I get 24/7 phone support with my paid subscription, but there is no way to call for help. Literally no one is available to help with this.Initial Complaint
10/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
7/18/22 This client charged my card $420.00 and we haven't done business with them since 2015. When I call to resolve they just put me on hold. GoToMyPC changed hands in 2019 when they renewed our account apparently?? They did not have three digit security code nor did they have proper card expiration date.Initial Complaint
08/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I attempted to cancel auto-renewal of a subscription a month before it was due to charge me. The only method of cancellation is through their website or through a support phone call. I tried through the website multiple times, on multiple computers, and it did not work. No error. No feedback. No cancellation. I attempted to contact support three times. The first time, they didn't answer on their end when they called. The second time, they closed the ticket without calling, and for no reason whatsoever. The third time, I'm still waiting well past the time frame they cited.Initial Complaint
06/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I live in the state of Hawaii. I opened a phone account with Grasshopper/LogMeIn on 01/07/21. I found out that--though Sales had made no mention of this--Grasshopper believes that a Hawaii phone number is an "International" number (!), and I would be charged extra for every minute of every phone call. I had already begun to use my new number, so I tried to figure out what other service I could move to, and on 02/19/21, 02/22/21, and 02/23/21, I made efforts to cancel the account. On 02/24/21 I succeeded in cancelling this Grasshopper account, via phone (###-###-####). I was told that a full refund ($333) would be applied. I thought I was done, and moved on to a better service that knows that a Hawaii number is not an international number. Unfortunately, much later as I prepared my 2021 taxes, I discovered that the $333 refund had in fact not been provided by Grasshopper. When I contacted Grasshopper on 03/17/22, I was told that no refund would be given because of a "no-refund policy." The Terms and Conditions of Service that they cited made no mention of such a policy, and was in fact silent on the question of a refund under the circumstances (i.e., LogMeIn's/GoTo's/Grasshopper's breach of the agreed obligations). After hitting that dead end I resolved to pursue this further, but soon got caught up in various intervening emergencies and am only now resorting to this Complaint to the BBB, in case it may help others to avoid this sort of abuse, or even lead to proper resolution. Thank you.
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Customer Complaints Summary
15 total complaints in the last 3 years.
6 complaints closed in the last 12 months.