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IdentityForce Reviews (20)

Revdex.com: I have reviewed the response submitted by the business in reference to complaint # [redacted] I can confirm that the business has now notified me by email that the subscription was cancelled I can also confirm that the cost of the subscription was refunded to my card I dispute the fact that the business claimed they tried to contact me "on several attempts." My phone records list only one incoming phone call from this business I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

This former member enrolled in IdentityForce on 08/14/2017. Unfortunately due to the massive [redacted] breach this member waited an excessive amount of time on the phone attempting to cancel her account, we sincerely apologize. One of our member service agents spoke to this member on 10/02/2017... and advised her that we had cancelled her membership per her request and issued a courtesy refund for August and a full refund for September 19.95 x 2 = $39.90. We apologized for the much longer than normal wait times but she was thankful this matter was put to rest.

We have requested the recordings of each of this consumers calls to our call center which I will listen to as soon I receive them. As per the security policies of both the three credit bureaus as well as IdentityForce, a consumer's credit information may not be released until they complete and... pass "Identity Verification"/Authentication. This can be done in three ways; online, over the phone and as a last resort the member can send in specific documentation to verify their identity and authenticate so that their credit report(s) can be released. For the security of our members there is no other option. This should have been clearly explained to the member. We can appreciate how frustrating the situation was for this member especially as his wife was a victim of identity theft....even more reason to pass the Identity Verification process.We apologize if our call center agents did not thoroughly explain the process or the options available to this member. Member Service is our top priority! We will listen to the recordings to see what IdentityForce could have done to make this consumers experience a more positive one. In addition, a full refund will be issued on Monday, August 3, 2015.

We apologize for any confusion our new family plan may have created I would also like to apologize for the extended support hold times and delayed responses since the *** data breach was announced. The breach created a surge of inquiries and into our contact centers not just from
our existing members, but from thousands of new members all at onceAs always, we thank you for your patience during this unique eventOver a week ago *** one of the major credit bureaus experienced a serious data breach affecting over million US consumers and their families The evening the breach news broke the IdentityForce team worked diligently thru the night to create a product that would not only meet the needs of an individual but also cover their entire family at a significant discount off of our regular consumer pricingIdendentityForce created special priced FAMILY packages at a very competitive monthly/annual fee In addition, we will extend this family rate for the life of the membershipBelow are the newly created Family Plans: *UltraSecure Family is offered at $19.90/month or $199.00/year*UltraSecure+Credit Family is offered at $33.90/month or $339.00/yearThe pricing for these Family Plans include adults and unlimited children living in the same household years old and under. This special pricing is available for enrollment only via phone through our call center at ###-###-####. IdentityForce takes pride in both our products and member service. We currently have a 95% customer satisfaction rate and are always looking for ways to increase that to 100%. We genuinely care about our members and their familiesI know this member has spoken to a few of our member service agents and expressed his displeasure with our service, wait times, and pricing. We are very familiar with our competition and are confident that our packages, products, pricing and member service are best in class but we know there is always room for improvement

Mr *** *** accused IDF of advertisingWe responded to his review with an explanation of our discounted pricing due too the *** data breach and offerred him the choice of the same plan he had with our reduced pricing and explained to him why we reduced our price and are offering it to everyone who contacts us, no questions askedHe was very rude to the agent who spoke to him on the phone, swore at her and demanded we cancel his account immediately which we did along with an apology for any misunderstandingsHe has not responded back to his initial review and want to insure that this is a satisfactory resolution on the part of IDFThank you! *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I strongly disagree with IdentityForce's response in regards to the specific issues:1.) In specific regard to IdentityForce, their claims of and marketing material and copy fraudulently craft a sense of security in regards to the IdentityTheft Protections providedFurthermore, IdentityForce to faithfully portray the benefits of such insurance policies.2.) IdentityForce and *** have failed to properly respond to my messages, sometimes delaying by over weeks, and have placed unnecessarily burdensome obligations on me that do not align with the insurance policy.3.) IdentityForce and *** have failed to provide appropriate resolution and restoration services and I am still a victim of Identity Theft to this day and their alleged Identity Theft Protection products have failed to work.Additionally, IdentityForce as well as *** have provided a number of responses and documents with blatant misspellings, including but not limited to IdentityForce's response above.Finally, in regards to IdentityForce's statement relating to other insurance provisions, this appears to be an attempt by IdentityForce to discredit my complaint using known to be informationIdentityForce is fully aware that the insurance policies provided by IdentityForce as well as a competitor were provided as complementary insurance following credit breaches and the mismanagement of personal information following data breaches by both private and public organizationsIdentityForce agreed to provide such services in these circumstances and markets their products as a resolutionHowever, this is not true, and while *** has some responsibility, both *** and IdentityForce have conspired to deny my rights and claim and have further gone to withholding funds from me and failing to provide the appropriate services and covered.Explained in more detail in previous letters, *** and IdentityForce have wrongfully denied portions of my claim and have worked to delay the processing of my claim as well as other bad faith actions that manifested as a result of unfettered greed.IdentityForce has a duty of care, as with any business and individual to prevent harsh and inhuman treatment of individuals as well as uphold the lawIn this situation, IdentityForce has willfully turned a blind eye to the actions of both IdentityForce and *** which has caused substantial health damages
Regards,
*** ***

Hello, we received your messages during the time frames you noted. We sincerely apologize for the longer than wait times due to the massive Equifax breach. We did attempt to connect with you on several occasions but were not successful. In response to your request, on
9/25/at 10:am we cancelled your IdentityForce membership and issued a full refund in the amount of $179.50. We strive for 100% member satisfaction and have a 95% CSAT score (customer satisfaction rating). We pride ourselves in the ability to support each member with the individual service level they deserve. With the Equifax data breach we were unable to maintain that service level and for that we are truly sorry and understand your frustration. Please double check with your credit card issuer to insure that the full credited amount was applied to your credit card. If you have any issues, please send an email to [email protected] you for trusting IdentityForce to protect what matters most!

IdentityForce provides our members with the option to print a copy of their receipt for services during the payment processWe feel the verbiage is clear but will be taking another look to see if placement improvement is necessary We specifically added this feature so that consumers could
retain a copy of their purchase and payment information when enrolling in addition to reviewing their monthly credit card statements which is another way to verify company purchases and payment information.We apologize for any inconvience this may have caused the consumer and have sent him a an email with a copy of his membership and payment information He signed up on 10/10/and supervisory approval to create a manual receipt was necessary per company policy The requested receipt copy of the transaction was emailed to the consumer 10/14/

Unfortunately, this matter cannot be discussed by IdentityForce.  This person's issue has gone on for months requiring the insurance company to hire a forensic accountant to analyze the thousands of pages of data.  The member had multiple accounts both with IdentityForce as well as at...

least one more account we know of with a competitor company. IdentityForce has attempted work with this member on many occasions, trying to guide him thru the correct process (all documented) and he refused to follow the procedure and process outlined in our insurance information. This issue is now 100% in the hands of the insurance company.  IdentityForce holds a Master Policy for  Identity Theft Insurance with AIG Insurance.  This member has been given a complete copy of the Master insurance policy.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].. 
[There were ZERO emails sent, ZERO phone messages or calls attempted (One call received yesterday 1/8/2017 from an angry person that contacted me and was upset for me contacting Revdex.com regarding the way Identity Force handles its potential clients when they decide to say NO Thank you to their service).  This company continues to distort and misrepresent the facts.  If my companies IT department states our email server has no emails that were sent from Identity Force then that is what I choose to believe.  I have requested now 4 different times that a written letter be sent to me VIA  United States postal mail since their email system does not work so that I have a record of this transaction being cancelled and my personal information has been securely and safely removed from Identity Force data base.  If you consider me as being highly emotional and belligerent when I refuse to listen and hang up on a very angry so called manager trying to over talk and cut me off at every opportunity  then yes I was.  As you can see by their response they still refuse to furnish me written proof and claim my computer is the problem.  It appears as though I'm receiving their response just fine when they send emails through Revdex.com.]
Regards,
[redacted]

Our apologies that this gentleman became frustrated when he attempted to enroll on line on our web site.  Our member service agent and a supervisor both attempted to return calls and messages left by this gentleman, however he did not pick up his phone.  We also sent several emails to him...

in hopes of assisting him.  At his request we cancelled his service and credited his credit card (see attachment) within 30  minutes of his original charge.  We attempted to explain to him that once a charge goes thru banks have various time frames to issue credits, however, he refused to listen to reason.  In addition, our IT team had reviewed the email servers and determined that this members emails from IdentityForce were in fact delivered successfully.  We suggested he contact his email provider to check his email function.  He became highly emotional and belligerent with our member service agent and supervisor. IdentityForce has put thru a "data destruction request" to our IT department as requested by this individual.  IdentityForce has a 95% member satisfaction rate, we work hard to insure that every member is satisfied.

It appears that there is some confusion on the part of the member regarding the IdentityForce package of services "UltraSecure" he enrolled in.  The "UltraSecure" package of services does include "Identity Monitoring" which continuously scours thousands of websites, black market chatrooms,...

blogs and other data sources to detect illegal selling and trading of your personal information.  The personal information scanned includes, SSN, phone numbers, email address, bank account numbers, routing numbers, credit and debit card numbers, medical ID numbers, drivers license numbers and mothers maiden name and will alert the member if their information was located and where it was found.  The "UltraSecure" package" does NOT include credit services such as credit monitoring, credit reports or credit scores. It also included "Fraud Monitoring" however the member would have received a Fraud Monitoring alert if when he applied to a new credit card or loan, the creditor was unable to verify his identity.  The member stated "I have applied and received a new credit card, used an already existing credit card in numerous states, and last week purchased a brand new vehicle from [redacted]. Not ONCE did anyone from Identity Force reach out to me or alert me to ensure that it was actually me doing all of this".  The services that the member believed he was receiving were credit related services and he would have been alerted to a new credit card opening and a new vehicle purchase (if [redacted] had obtained a credit report on him) with the "UltraSecure+Credit" package.  We believe our web site is very clear with regard to our packages/services, we have a package comparison page of services to make it easy for a potential member to chose the level of protection they desire.  This member called and cancelled his IdentityForce membership on June 23, 2015 after calling our Member Service department who explained to him in detail what is noted above.  We apologize for any confusion this former member had.  We are always looking for ways to improve our web site and services and take our member feedback very seriously.

IdentityForce maintains accurate documentation on all correspondence verbal and written with our members.  We believe we have provided the Revdex.com with appropriate documentation with regard to this consumer's complaint.  While it is not typical for IdentityForce to send correspondence through [redacted] mail, in this case we will send this consumer a confirmation via [redacted] that his account was cancelled as well as verification that a ticket was created to destroy all personal data he provided to IdentityForce when he enrolled in our service.  I hope this is a satisfactory response and will set this consumers mind at ease.

This former member enrolled in IdentityForce on 08/14/2017.  Unfortunately due to the massive [redacted] breach this member waited an excessive amount of time on the phone attempting to cancel her account, we sincerely apologize. One of our member service agents spoke to this member on 10/02/2017...

and advised her that we had cancelled her membership per her request and issued a courtesy refund for August and a full refund for September 19.95 x 2 = $39.90.  We apologized for the much longer than normal wait times but she was thankful this matter was put to rest.

Revdex.com:Finally...............I do not see where all this was necessary had Identity Force provided this requested information from the beginning.  Good customer service goes a long ways and it appears a refresher course may be needed.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The following email was sent to this consumer on Friday march 20, 2015:"Good afternoon XXXXXXXX, thank you for your search orderrequest form.  Unfortunately [redacted] is not accepting any newclients at this time so we need to decline your business.  I wish you luckfinding someone that...

can help you.  Often times the assessor office attown hall will provide current assessment information over the phone. Perhaps you can try that.I am sorry that we cannot be of assistance.  Have agood weekend."When a client (existing or new) orders a Public Record, Asset Information or other search services there is an urgency to have the information returned quickly and accurately, we currently have an extensive network of over 1200 researchers in the field.  Over the past month we have been inundated with orders which is a good problem to have, we take pride in our service levels and ability to meet our client's time frames, our goal is 100% client satisfaction.  Therefore, we respectfully chose to decline this new clients business as we could not commit to meeting our service level.We believe we handled her request professionally and gave her another option to assist her the information she was requesting.  As a company, we believe it is better to turn away business we know we cannot service at 100% at that time.

Revdex.com:
I have reviewed the response submitted by the business in reference to complaint #[redacted].  I can confirm that the business has now notified me by email that the subscription was cancelled.  I can also confirm that the cost of the subscription was refunded to my card.  I dispute the fact that the business claimed they tried to contact me "on several attempts."  My phone records list only one incoming phone call from this business.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We have requested the recordings of each of this consumers calls to our call center which I will listen to as soon I receive them.  As per the security policies of both the three credit bureaus as well as IdentityForce, a consumer's credit information may not be released until they complete and...

pass "Identity Verification"/Authentication.  This can be done in three ways; online, over the phone and as a last resort the member can send in specific documentation to verify their identity and authenticate so that their credit report(s) can be released.  For the security of our members there is no other option.  This should have been clearly explained to the member.  We can appreciate how frustrating the situation was for this member especially as his wife was a victim of identity theft....even more reason to pass the Identity Verification process.We apologize if our call center agents did not thoroughly explain the process or the options available to this member.  Member Service is our top priority!  We will listen to the recordings to see what IdentityForce could have done to make this consumers experience a more positive one.  In addition, a full refund will be issued on Monday, August 3, 2015.

This response is simply a disregard for any sort of responsibility for the correspondence IdentityForce is sending out to member, FALSELY creating the impression that they are providing a service of a much broader scope.  Attached is the correspondence I recieved, it makes no mention of only monitoring the internet. Even ensuring me that my identity is "safe."  After purchasing my new vehicle, and not receiving any sort of response from IdentityForce to ensure that it was in fact me purchasing the vehicle, I immediately called them.  Upon hearing that my service only covered the internet, I not only felt lied to, but defrauded. Regardless of whether or not IdentityForce refunds my money for their false services, it is now known to them that the impression they are creating is too broad.  If they are truly looking for new ways to ensure clear communication and help customers they will agree, at a minimum, to be more specific in their emails and any other correspondence to all members.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and I am happy with their response to complaint #[redacted].  I appreciate the company's swift response to this issue.I consider this matter to be closed now.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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Address: 111 Speen St, Syosset, Massachusetts, United States, 01701-2090

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