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Intersections, Inc.

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Reviews Intersections, Inc.

Intersections, Inc. Reviews (46)

May 22, Dear ***:Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by *** *** regarding the IDENTITY GUARDCREDIT PROTECTXservice.Our records indicate ***s account was cancelled on May , and that a
refund of the introductory fee was issued*** can expect to see the credit on his *** *** statement within one to two billing cycles.Due to the nature of the services we provide, we must ensure the protection of our customers personal informationThat occasionally requires additional customer verification before we can release any Sensitive and personal dataWe take this obligation and commitment to our Customers very Seriously and we continually review our procedures to ensure compliance with all applicable laws and regulations.For your convenience, we offer the following timeline of our interaction with ***.• On April 29, 2014, *** completed the registration and activation of his membership, An email notification was sent indicating that additional details needed to be verified before we could release his personal information.• On April 29, 2014, *** contacted our Customer Service Department via phone regarding the email notificationOur representative advised *** additional documentation would be needed to verify his identityThe representative requested a copy of his drivers license and Social Security Card or a Wearnings statementThis request is consistent with our standard procedures, which require that we verify a customers identity prior to releasing information based on alerts from the credit bureaus.*** declined to send the documentation and requested to speak with a supervisor, A supervisor spoke with *** about the documentation and *** agreed to submit a copy of his drivers license, but not a copy of his Social Security card, *** stated his belief that it was unlawful to request for a copy of his W2.• Later on April 29, 2014, we received via fax a copy of ***s drivers license as well as a letter expressing his dissatisfaction with the verification process and requesting to be contacted to resolve the issueSubsequently, *** contacted our

October 15, Dear *** *** ***:Thank you for your
correspondence. We are taking this
opportunity to respond to the inquiry made by Zinnick
Cooper regarding her concern about obtaining her monthly credit report.Our records indicate that that *** ***
contacted us via telephone
on 10/13/at 11:am to advise us that the link for her credit report was
unavailable. The agent she spoke with
refreshed her report and advised her that it could take hours. Generally it does not take that amount of
time but we advise our customers that it may because we are retrieving
information from the credit bureaus and want to set a reasonable
expectation. The credit report was
actually available for *** *** at 1:pm on 10/13/2015. The refresh profile is set up to be activated
day after the previous report at the same time frame that the previous
report was requested. Prior to 10/13/the last time we heard from *** *** was via
email on 11/2/2012. She has requested
and received the monthly updates she has requested.We have processed a $refund which will appear on *** ***’s
statement within one billing cycle.We strive to provide the highest level of
service to all of our customers. If *** *** should need any further
assistance, we can be reached at ###-###-####Thank you for the opportunity
to be of service.Sincerely,Jill WDirector-Service Operations

September 1, 2015Dear *** *** ***:
Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by *** *** regarding her request to cancel and refund any billed amountOur records indicate that that *** *** enrolled into our
Total Protection program as of June 24, at 7:11:am via the internetAn email was sent to the email address she provided on June 24, at 7:13:am indicating that her credit reports were ready to be viewedTo date we have not received any telephone calls or emails from *** ***The account has been cancelledOur records indicate that the total billing on the account was $which has been refunded*** *** should see the credit back on her credit card within one statementWe apologize for any inconvenience to *** ***We strive to provide the highest level of service to all of our customersIf *** *** should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of service.Sincerely,
Jill W Director-Service Operations

January 14, 2016*** *** ***Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: *** * ***Case: ***Dear *** ***:Thank you for your correspondence We are taking this opportunity to respond to
the inquiry made by *** * *** regarding his Total Protection service.Our records indicate that *** *** contacted us by telephone on December 29, requesting cancellation of service His service was cancelled immediately and a refund of $to cover his December fees was processed.*** *** also stated that he believed he had previously cancelled the service on October 29, While our records do not indicate any correspondence with *** ***, we proactively issued an additional refund in the amount of $to cover membership fees that were paid in November and October 2015.We attempted to contact *** *** by telephone to advise him of the refund amount and time frame for processing Unfortunately, we were not able to make contact with him; a message was left on his voicemail.As always, we strive to provide the highest level of security and service to all of our customers If *** *** should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of service.Sincerely,Aisha M***Intersections Inc

September 17, 2015*** *** ***Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: *** ** ***Case: ***Dear *** ***:Thank you for your correspondence We are taking this opportunity to respond to
the inquiry made by *** ** *** regarding her request to cancel her Total Protection service.Our records indicate that *** *** contacted us via email on July 16, requesting information regarding who had access to her personal information We replied to her request that day and asked that she call us so that we could better understand her request and discuss her account in a secure manner We did not hear back from *** *** *** *** contacted us again via email on August 12, and requested that we cancel her free trial On August 12, we responded to her email and asked that she either contact us via telephone to cancel the service or cancel her account online For the security of our customers, we only process requests to cancel via the phone or through our secure membership portal We do this so that we can make sure the individual attempting to cancel the account is actually the account holder We did not receive a call from *** ***, nor do our records indicate that she attempted to cancel via the secure online membership area.We most recently received another email from *** *** requesting cancellation on September 15, 2015, which is the same day we received the correspondence from the Revdex.com.Although our policy requires customer verification prior to cancellation as noted above, we have processed the cancellation and provided *** *** with a full refund of all monies ($39.98) paid on the account She should see that credit on her statement in one billing cycle.As always, we strive to provide the highest level of security and service to all of our customers If *** *** should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of service.Sincerely,Jill W***Director-Service OperationsIntersections Inc

January 28, *** *** ***Revdex.comK Street, NW, 10th FloorWashington, DC 20005-3404RE: *** * ***Case: ***Dear *** ***:Thank you for your correspondence We are taking this opportunity to respond to the
inquiry made by *** * *** regarding his Total Protection service.Our records indicate that *** *** contacted us by telephone on January 23, requesting cancellation of service Unfortunately, he refused to complete our account verification procedures which are put in place to ensure the identity of the caller and provide account security *** *** disconnected the call and thus we were not able to cancel his service or attempt to guide him through the online cancellation process at that time. We take it as our responsibility to protect the sensitive information to which we have access Our verification procedures include verifying four pieces of personal identifiable information which would have been entered by the customer during their enrollment process This information includes, name, address, phone and either SSN or DOB We take our customer’s security very seriously, our customers’ information is critical and non-negotiable We made several attempts to contact *** *** by telephone, leaving multiple messages with our contact phone number and our hours of operation On January 27, *** *** made contact with us, his service has been cancelled with no charges processed. As always, we strive to provide the highest level of security and service to all of our customers If *** *** should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of service.Sincerely,Aisha M***Intersections Inc

I was the victim of identity theft and enrolled in the Identity Guard service on March This plan includes one free service credit report every days I expected to get an updated credit report on April as that starts the new quarter I called and they told me their system works on a process of ever days from when you placed your order and I should expect my next report on June Well, June came and went and no updated report I called and they now advised that the updated report is provided in the third billing week of the month you started service after days, so it isn't every days advertising Whatever other claims are they providing to their clients? I cancelled my service on that phone call

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

spoke with Jill [redacted] at intersections over the phone.  She agreed that the information that I was looking for should have been allowed to be given to me over the phone.  But due to company policy they are not allowed.  The information (as stated in my follow up) should be online to allow people to see all the billing information when they log in to their account.  Jill stated that information was sent to the people that can make that happen.  As well they will review what information can be released to people that call in.  
Of course this way happen or may not happen.  But the fact that company has stated for the record they will look in to this it a good thing.  I hope they add the billing information to the online account.  This issue would have never happened if I could have seen what the card on file was being charged for online.
This complaint can be marked resolved.  Thanks,[redacted]

August 27, 2015[redacted]Revdex.com1411 K Street, NW, 10th FloorWashington, DC 20005-3404RE: [redacted]Case: [redacted]Dear [redacted]:Thank you for your correspondence.  We are taking this opportunity to respond to the...

inquiry made by [redacted] regarding his request to cancel and refund any billed amount.Our records indicate that that [redacted] enrolled into our Platinum program as of August 23, 2015 at 11:49:49 pm via the internet.  An email was sent to the email address he provided on August 23, 2015 at 11:54:52 pm indicating that his credit reports were ready to be viewed.  We apologize to [redacted] if his intent was not to enroll in the service.  We strive to provide the highest level of service to all of our customers.  [redacted]’s account has been cancelled and there were no charges applied to his credit card. If [redacted] should need any further assistance, we can be reached at ###-###-####. Thank you for the opportunity to be of service.Sincerely,Jill W[redacted]Director-Service OperationsIntersections Inc.

April 11, 2014
Dear [redacted]:Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted]. [redacted] regarding the Identity Guard® Good Start service.Our records indicate that on April 7, 2014, a representative from our Customer...

Service Department spoke with **. [redacted] and was able to address his concerns regarding his Identity Guard® service. On April 10, 2014, we received confirmation from [redacted] of successful enrollment for credit file monitoring. **. [redacted] is currently receiving the full benefits of his service,For your convenience, we offer the following timeline of our interaction with **. [redacted]:•    On March 24, 2014, **. [redacted] completed the registration and activation of his free trial membership.•    On March 27, 2014, **. [redacted] contacted our Customer Service Department via phone regarding the pending status he received on his online account. Our Customer Service Representative advised **. [redacted] the pending status was the result of [redacted] monitoring enrollment and suggested he wait twenty-four hours to see if the issue would be resolved from [redacted].•    On March 31, 2014, we received an email from **. [redacted] advising he was unable to view his credit information since he enrolled in the service on March 24th and requested immediate assistance. Our Mail Processing Department responded to **. [redacted]’s email advising that he should contact our Customer Service Department at our toll-free number, ###-###-####. This is in compliance with our standard security protocol which requires verification of an individual’s identity prior to speaking to customer concerns, providing product information or account details.•    On April 7, 2014, a representative of our Customer Service Department contacted **. [redacted] and he agreed to allow us time to further investigate the issues causing delay in activating the [redacted] monitoring service. We advised **. [redacted] that we would be contacting him as soon as the issue is resolved.•    On April 11, 2014, a representative of our Customer Service Department contacted **, [redacted] to advise of the successful enrollment [redacted] credit file monitoring.We apologize for any inconvenience this issue may have caused **, [redacted]. **. [redacted] may also call Identity Guard® Platinum at ###-###-####. Our hours of operation are Monday - Friday 8 a,m, to 11 p.m. and Saturday 9 a.m. to 6 p.m. Eastern Time.Sincerely,

February 29, 2016[redacted]Revdex.com1411 K Street, NW, 10th FloorWashington, DC 20005-3404RE: [redacted] [redacted]Case:  [redacted]Dear [redacted]:Thank you for your correspondence.  We are taking this opportunity to respond to...

the inquiry made by [redacted] [redacted] regarding reported identification of service charges.We would like the opportunity to assist [redacted] and are more than willing to perform any necessary research for resolution of this matter.  In order to research billing issues we would need a copy of the billing statement showing the charges in question.  The billing statement would need to list the billing card owner’s name, address and the charges.  This is needed for billing card ownership verification and to assist with any needed refunds or other processes.We take our customer’s privacy very seriously and take a number of steps to ensure that their information, including billing data is protected at all times.  We would like to request that [redacted] contact us by telephone to confirm what information is needed and to work together for a resolution to this reported issue.  He can contact our Sr. Security Analyst, Aisha M[redacted], directly at ###-###-####. We are more than happy to provide direct assistance as we take this issue very serious.  As always, we strive to provide the highest level of security and service to all of our customers.  Sincerely,Aisha M[redacted]Sr. Security Analyst###-###-####Intersections Inc.

I applied on line to Identity Guard. ca - owned by intersections. I immediately was directed to what was supposed to be my credit score from both Equifax and Trans Union. It was not. Only partial was there. So I called in within 24 hours to cancel membership. the women said my phone number did not exist in system. I then provided address...she said did not exist. I logged into my account (via link they sent through email) and all my information was accurate - I gave her my member ship number and she still said she couldn't cancel as I didn't exist...hmm. So I tried to clarify I have a member number, an email and all my details are in my account but you can't find me? I was able to click cancel on my membership account but will be watching closely to ensure my bank account is not used for future payments. Very very shady.

June 15, 2015
Dear [redacted]:
Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted] regarding his attempt to enroll in one of our products.
Our records indicate that there is no membership in our...

database for [redacted]. Several attempts were made to contact [redacted] via telephone to determine whether the "pending" charges Were still showing on his bank statement. Voicemails were left and to date we have not heard back from [redacted],There has been ample time for the "pending" charges to be removed from [redacted]'s account. If he still sees these on his statement, please have him contact me at ###-###-####.
Sincerely,
Jill W.
Director-Service Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  They can add the billing information to the online account so I can see what the card is being billed for and why!  There is no reason on this earth that I or my wife have to call in to get this solved.  All of our identity information can be seen on the online account that requires several levels of security questions to get to.  But the billing info other then just changing the card that is billed is not there.  Add that and I can long in to all of our accounts and manage them online would be better.  This is common sense which seems Identity Guard is lacking.  Every other agency I use that has an online platform I can view and change the billing info (why and what I am getting billed for).  Identity Guard needs to get on board with that.  To solve this for now so they can get the money they can send an email to the email on file with my wife's account and tell us why the card was billed $190.  There is a thought, when someone calls in that is not on that account just send the requested information to the email on file for that account. So many ways you can do this rather then force people to call in.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

January 22, 2016
Dear [redacted]:Thank you for your
correspondence.  We are taking this
opportunity to respond to the inquiry made by Thomas
W Ouert regarding his Premium [redacted] Credit Service.Premium [redacted] Credit Service is not a service that is offered...

or
managed by our company, Intersections Inc. 
Due to this complaint being made for a service that is not associated
with our company, we respectfully request that this complaint be removed from
our file.As always, we strive to provide the highest
level of security and service to all of our customers.  If [redacted] should
need any further assistance, we can be reached at ###-###-####. Thank you for
the opportunity to be of service.Sincerely,Aisha M

March 17, 2015[redacted]Revdex.com1411 K Street, NW 10th FloorWashington, DC  20005-3404RE:  [redacted]Case# [redacted]Dear Mr. [redacted]:Thank you for your correspondence.  We are taking this opportunity to respond...

to the inquiry made by [redacted] regarding the Identity Guard® Total Protection service.Our records indicate that [redacted] contacted us via telephone on March 9, 2015 to enroll in our Identity Guard® Total Protection service.  At that time, Mr. [redacted] was advised that a PIN letter would be mailed to him and he would receive it in 7-10 business days.  This PIN is required to activate and authenticate his account so that he can review his credit report, scores and other benefits.As the agent explained to him on the call, he enrolled in a 30-day introductory period for $1.00.  While he will not have access to some of his benefits until he receives his PIN letter, his identity theft insurance coverage started immediately upon his enrollment. As a courtesy, once Mr. [redacted]’s account is activated the billing date will be extended 30 days so that he is allowed more time to review the features and benefits.We apologize for any inconvenience this issue may have caused Mr. [redacted]. Mr. [redacted] may call Identity Guard® Total Protection at ###-###-####. Our hours of operation are Monday – Friday 8 a.m. to 11 p.m. and Saturday 9 a.m. to 6 p.m. Eastern Time.  Sincerely,Jill W[redacted]Director-Service OperationsIntersections Inc.

June 18, 2015
Dear [redacted].Thank you for your correspondence. We are taking this opportunity to respond again to the inquiry made by [redacted] regarding his request to cancel and refund any billed amount.
We are unable to confirm that the pending charges on [redacted]'s account have been removed. Typically pending charges drop off in 2–3 days if the transaction is not successful. As I stated in our original response, since there was no account created we are unable to confirm this, That is why we made several attempts to contact [redacted] via the telephone to resolve this situation. We apologize for the multiple calls made but had no way of knowing that [redacted] did not want to be contacted. We apologize for the inconvenience experienced by [redacted]. We strive to provide the highest level of Service to all of our customers. If **. or [redacted] should need any further assistance, I can be reached directly at ###-###-####. Thank you for the opportunity to be of service.
Sincerely,Jill W.Director-Service Operations

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]
[redacted] of the Revdex.com of DC:
It's really very amazing that you (and your agency) were able to get such quick response from the business in question.  It showed that contacting your Bureau was the best solution.  If needed I will be most interested in assisting you in any way that I can.
Thanks so incredibly much,
[redacted]

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Description: Credit Reporting Agencies, Credit Services, Financial Services, Credit Cards - Protection Service

Address: 3901 Stonecroft Blvd, Chantilly, Virginia, United States, 20151

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