Business ProfileforAura

Identity Guard Case Number: ******** In January 2023 I received a fraud alert from my bank asking me about a $319.99 charge from Identity Guard. I responded that I did not authorize the charge and the bank response was that payment would be denied. Within 24 hours, the same message was texted at 2:30 am. I called the bank later in the day and they flagged the transaction as fraudulent and opened an investigation, crediting back the money pending investigation. I also called Identity guard to make sure the charge was not processed and that my account was cancelled. I had done this in January of 2022 as well, but apparently the account was not actually cancelled. In March I received a letter from my bank letting me know that they charged me the money because the company said they were authorized to charge my account. When I contacted Identity Guard, I was told that I was in breech of contract because I told the bank the January charge was fraudulent. I was told my account was cancelled at that time. When I asked for a refund of the premium for 2023, I was told because the account was closed, they could not process a refund. I then asked that, since they had my money for the entire year of 2023, even though I thought I had cancelled in January of 2022, hence the reason I told the bank the transaction was not authorized, then could the open the account and cover us for 2023. I was told they would check, but I have heard nothing since. Bottom line. I thought my account was cancelled in 2022. The 2023 billing was unexpected and I handled this according the directions received from the bank. Identity Guard's policy to close an account when fraudulent activity is reported may their policy, but they do have my home address and phone numbers, so stating that they sent emails seems inadequate. They have my money for 2023. I believe they should provide their service then for 2023 since they state a refund is not possible.