Intersections, Inc.

January 26, 2016[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 her Total Protection service.Our records indicate that [redacted] contacted us by telephone on January 21, 2015 concerning billing and requesting cancellation of service.  Her service was cancelled immediately and confirmation was provided that no charges were processed, all pending charges have been released.[redacted] also requested that her personal information be removed from our system.  She was advised of our company policy regarding personal information removal.  We have to retain information in order to comply with requirements from a variety of sources including data supplier, client contracts and oversight by federal and state agencies for such areas as tax audits and compliance with the Fair Credit Reporting Act.  We take our customer’s privacy very seriously and take a number of steps to ensure that their information is securely stored until such as a time as we are permitted to permanently delete it.We made several attempts to contact [redacted] by telephone to confirm that the pending charge hold was removed and there are no pending or processed charges.  We left multiple messages for [redacted] and provided a contact phone number for direct access to a member of management.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[redacted]Intersections Inc.

March 14, 2014
Dear **. [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, in his inquiry, **. [redacted] expressed concern regarding his...

ability to access his member account online.
**. [redacted]'s inquiry was submitted to the Revdex.com on February 24, 2014. Our records show that **. [redacted] and various members of our Customer Service and Web Support teams worked together to resolve the issue to **, [redacted]’s satisfaction both before and shortly after his February 24th submission. Specifically, we note that on February 26, 2014, **. [redacted] spoke with a Web Support Supervisor and confirmed that he was able to access his member account online and that all features were functioning properly. Accordingly, we believe that we have adequately addressed **. [redacted]’s concerns.
For your convenience, we offer the following timeline of our interaction with **. [redacted]:
*    On July 26, 2013, **. [redacted] successfully completed the registration and activation of his account and an email was delivered to **. [redacted] confirming the activation of his service.
*    On December 13, 2013, **. [redacted] contacted our Customer Service Department because he was having trouble accessing his account online. After speaking with our Customer Service Representatives, Web Support Services, Management and Senior Director of Customer Service, the issues **. [redacted] experienced were addressed.
Additionally, our records indicate on January 6, 2014, **. [redacted] was able to successfully access his online member account, indicating that the prior access issue was effectively resolved. A call from our Web Support Supervisor to **. [redacted] confirmed this.
*    On February 24, 2014, **. [redacted] contacted our Customer Service Department because he was again having trouble accessing his account online. **, [redacted] was transferred to our Web Support Team further assistance. **. [redacted] explained the difficulty he was experiencing to a Web Support Representative. The Web Support representative was not able to assist **. [redacted] and ultimately transferred to a member of our Supervisor Escalation Team for additional assistance.
The Escalation Team Representative assisted **. [redacted] by resetting his password and providing him with instruction for changing his online account login information, **. [redacted] was successful in logging into his online member account and was provided a courtesy refund in the amount of $9.99.
Supervisor attempted to contact **. [redacted] via phone to discuss his issues with his account online. The attempt was unsuccessful and a message was left requesting that **. [redacted] return our call.
•    On February 26,2014, **. [redacted] returned our call and spoke to a Web Support Supervisor. **, [redacted] confirmed that he was able to log in and that all features of his sen/ice were functioning properly. He was provided contact information of Web Support Supervisors for future reference*
•    Our records indicate that as of March 10, 2014, based on a conversation between **. [redacted] and a Web Support Supervisor, all confirmed issues with his online account had been resolved and no new issues had been presented.
We apologize for any inconvenience this issue may have caused **. [redacted]. We strive to provide the highest level of service to all of our customers, If **. [redacted] should need further assistance, he may call Identity Guard Total Protection at ###-###-####. Thank you for the opportunity to be of service.
Sincerely,

September 11, 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] contacted us on 9/8/2015 and at that time indicated that he did not recognize an account number that was listed on a Notify Express alert he received on 9/8/2015. Our representative advised [redacted] to contact the credit card company.  Our representative offered to assist [redacted] in disputing the information.  Per our training procedures, our representative should have offered to transfer [redacted] to our Victim Recovery Service for further assistance to determine if [redacted] was a victim of identity theft.  We apologize that that was not offered to [redacted].One of our supervisors contacted [redacted] on 9/10/2015 to apologize and offer to have him speak with our Victim Recovery Service and also to explain the difference between credit card fraud and identity theft.  [redacted] declined that offer.Per his request, we have cancelled both he and his wife’s account and refunded all monies paid on both accounts.We strive to provide the highest level of 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,Jill W[redacted]Director-Service OperationsIntersections Inc.

February 20, 2015
Dear [redacted]:
Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted] regarding the IDENTITY GUARD"CREDITPROTECTx3 service.
Our records indicate [redacted]'s only contact with us was on the...

day he enrolled in our service, which was May 10, 2012, Our investigation found no records of additional conversations with [redacted], including any requests to cancel his membership. Nevertheless, we respect [redacted]'s right to cancel and have cancelled his account immediately, effective February 19, 2015. Additionally, we have issued a refund in the amount of $463.45 to the credit card on file. Finally, we have opted out all correspondence to [redacted]. [redacted] should allow one billing cycle to see this refund reflected on his monthly statement.We apologize for any inconvenience this issue may have caused [redacted]. [redacted] may call IDENTITY GUARD" CREDITPROTECTx3 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

June 16, 2015
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...

Total Protection program as of June 15, 2015. We received a call from [redacted] attempting to access the account on June 15, 2015. She indicated that she had enrolled her husband into the service per instructions from her Mortgage company, Since we were unable to verify [redacted] and [redacted] advised us that she enrolled her husband, the account was cancelled on 6/15/2015 at 5:02 PM. There was no charge incurred.We apologize for the inconvenience experienced by [redacted], We strive to provide the highest level of service to all of our customers. If Mr. or [redacted] 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

April
14, 2014
 
[redacted]
RevDex.com
1411
K Street, NW. 10th Floor
Washington,
DC  20005-3404
 
RE:
[redacted]
Case
Number:
  [redacted]
 
Dear
[redacted]:
 
Thank you for your correspondence. We are
taking this opportunity to respond to the inquiry made by [redacted] regarding the Identity Guard®
Platinum service.
 
On January 13, 2014 the monthly membership fee of $15.00
was submitted to **. [redacted]’s
credit card company for approval. This billing was approved on January 14,
2014. **. [redacted] would need to contact his credit card company concerning
their policy regarding authorized re-occurring charges for accounts with
expired dates.  The approval or denial of
such charges is at the discretion of the credit card company. Upon **. [redacted]’s
request to cancel his membership on Janaury 30, 2014, we issued a full
refund in the amount of $15.00.
 
For your convenience, we offer the following
timeline of our interaction with **. [redacted]:
 
On August 26,
2012, **. [redacted] successfully completed the registration and
activation of his membership.  
 
On November 2,
2013, **. [redacted] was sent an email notification advising his credit
card would expire within thirty days.
 
The credit card
that supported the billing for **. [redacted]’s membership was also being
monitored as part of our Internet Surveillance.  The message that **. [redacted] saw when
logging into the online account was an alert advising the expiration date
for the primary card used was outdated causing the system to prompt him to
update his information to ensure that the card in question would continue
to be monitored for Internet Surveillance. This message was not related to
the billing of the membership.
 
·        
Internet
Surveillance (IS) helps reduce a consumer’s risk of identity fraud by
continuously searching Internet chat rooms, news groups and other non-secure
Web sites for data suggesting that personal information is being sold or traded
online. Intersections (INTX) promptly notify members if we find any evidence
that their information may be compromised. Customer may register up to 20 major
cards for online surveillance. Intersections will auto-register the customer’s
billing card, provided it is a major credit card. A credit card alert notifies
a customer that their registered credit card may have been compromised on a
site know to trade or sell credit card data. 
 
 
 
On January 13,
2014, we send for approval for the re-occurring monthly charge of $15.00
for our service. This approval was authorized by **. [redacted]’s credit
card company on January 14, 2014
 
On January 30,
2014, **. [redacted] contacted our Customer Service Department via phone to
cancel the service.  Our Customer Service
Representative cancelled the account, provided a cancellation reference
number and processed a refund of $15.00 for the last billed fee.
 
In addition to addressing **. [redacted] initial concerns, we would like to
address the fact the **. [redacted]
mentions his
fiancée was having the same type of issues with the online account. Due to our
security policy we are unable to address any other membership without speaking
with the account holder.  **. [redacted] should advise his fiancée to contact
our Customer Service Department at her earliest convenience so we can address
any concerns.
 
We apologize for any inconvenience this issue
may have caused **. [redacted]. **. [redacted] may also call Identity Guard® Platinum at ([redacted]. 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,
 
 
[redacted]
Data Entry Supervisor
Intersections Inc.

September
23, 2014
 
David
Dennis
RevDex.com
1411
K Street, NW. 10th Floor
Washington,
DC  20005-3404
 
RE:
[redacted]
Case
Number:
  [redacted]
 
Dear
[redacted]:
 
Thank you for your correspondence. We are
taking this opportunity to respond to the inquiry made by [redacted]
regarding the Identity Guard®
Platinum service.
 
Although **. [redacted] and his wife are
using the same credit card account to pay for their respective Identity Guard
services, we are only permitted to speak to **. [redacted] about the account
that has been opened in his name.  In
order to speak to **. [redacted] about his wife’s account, we need to verify
the account with his wife and receive her authorization to discuss the account
with him.  This policy is in place for
the safety and security of our customers and their personal information. 
 
The confusion regarding the billing activity
that **. [redacted] noted on his credit card account stems from the billing
selection made on his wife’s account. 
Accordingly, as noted above, in order to effectively answer **.
[redacted]’s questions, we need him to contact us with his wife present so
that she can verify the account and authorize us to speak with her
husband.  If it is more convenient for
the **. [redacted] and his wife, we will be happy to contact him a time when
both are available.
 
We apologize for any inconvenience this issue
may have caused **. [redacted], but due to the nature of the services we
provide, we must maintain the integrity of our information security controls –
particularly as they relate to our customer verification processes. We 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.
 
We look forward to speaking with **.
[redacted] and his wife so that we can address **. [redacted]’s concerns.  
 
We can be reached 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,
 
 
Susan R[redacted]
Customer Service Supervisor
Intersections Inc.

[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]

[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]
From: [redacted] <[redacted].com>
Date: Mon, Jan 25, 2016 at 9:30 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Thank you for all your help in getting my money refunded. But now I noticed I'm getting a lot of spam mail that I never got before & I have not gave out or joined anything !Thank you ! [redacted]

Review: This company continues to bill me after I requested service to be canceled in February of 2014. A representative acknowledged my wish to cancel service but stated that I must phone in to complete this. I will not be harassed and "hard sold" into keeping my membership. I do not like the way this service is run and chose a different monitoring service. It wasn't until today that I realized I was still being billed for this service. I responded to the rep stating that I did not want to phone in for the reasons mentioned above and that my email should be sufficient as it would be for most any other business transaction. That said, I also followed my email up with a written notification also requesting cancelation of the membership. Obviously, this has not occurred.Desired Settlement: I want a refund of February through the charge that just went on today (July 8, 2014)

Business

Response:

July

25, 2014

Review: This company demanded that I send them a copy of a W-2 form to verify my identity. That is an improper invasion of privacy and not calculated to identify me.Desired Settlement: They should change their policies to conform with the law and stop asking people for a w-2 form. I am a self employed attorney and do not receive a w-2 so that even if I did receive a w-2, which I don't, I do not believe they have a right to ask for that information from me. Already provided them with a copy of my driver's license and answered numerous questions to identify myself.

Business

Response:

May 22, 2014Dear **. [redacted]:Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted] regarding the IDENTITY GUARDCREDIT PROTECTX3 service.Our records indicate **. [redacted]s account was cancelled on May , 2014 and that a refund of the 1.00 introductory fee was issued. **. [redacted] can expect to see the credit on his [redacted] 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 information. That occasionally requires additional customer verification before we can release any Sensitive and personal data. We 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 **. [redacted].• On April 29, 2014, **. [redacted] 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, **. [redacted] contacted our Customer Service Department via phone regarding the email notification. Our representative advised **. [redacted] additional documentation would be needed to verify his identity. The representative requested a copy of his drivers license and Social Security Card or a W2 earnings statement. This 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.**. [redacted] declined to send the documentation and requested to speak with a supervisor, A supervisor spoke with **. [redacted] about the documentation and **. [redacted] agreed to submit a copy of his drivers license, but not a copy of his Social Security card, **. [redacted] 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 **. [redacted]s drivers license as well as a letter expressing his dissatisfaction with the verification process and requesting to be contacted to resolve the issue. Subsequently, **. [redacted] contacted our

Review: I was with this company (which also goes by [redacted]) for awhile, but then I cancelled the membership and the account. The reason I cancelled was because I went with [redacted], but unfourtantely this company took $19.95 out of my credit card that ends in 0616 after I told them to cancel it. Now the credit card is in the red (a negative).Desired Settlement: 1.) I want this company to credit my credit card a refund of $19.95 ASAP

2.) I also want my membership cancelled

3.) They need to refund that money before the end of may

Business

Response:

May 23, 2014Dear **. [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 **, [redacted]'s membership was cancelled on May 12, 2014, A refund in the amount of $19.99 was forwarded to and approved by the underwriter of **. [redacted]’s [redacted] on May 14, 2014.For your convenience, we offer the following timeline of our interaction with [redacted]:• On January 3, 2014, **. [redacted] successfully completed the registration and activation of his membership.• On May 8, 2014, **. [redacted] was billed his monthly fee of $19.99 in accordance with the terms of his membership.• On May 12, 2014, **. [redacted] contacted our Customer Service Department via phone requesting to cancel his membership. Our representative completed the cancellation request and provided a cancellation confirmation number of [redacted].**. [redacted] requested a refund of the May 8th membership charge. Our representative promptly issued the refund per **. [redacted]’s request.• **. [redacted] was advised to allow one to two billing cycles to see the refund reflected on his monthly statement.• On May 14, 2014, two days after **. [redacted] submitted his complaint with the Revdex.com, the refund was approved by the underwriter of **. [redacted]’s [redacted].We apologize for any inconvenience this issue may have caused **. [redacted]. If **. [redacted] should need further assistance, he 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,

Consumer

Response:

[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.]

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,

Review: I have reached out to the Revdex.com on 10/30/2013, wherein I made the complaint that Identity Guard has been paid for one year of service ( by me) when I try to enter the site to obtain my credit scores I am denined

because they want another CC on file. There is no reason I should have to file my CC with them as I have paid for my service (one year in advance), this is the situation with my partner [redacted] of the same

address as myself. We have been customers of Identity Guard for some years and only last year did they start this procedure, which seems to me to be a theft of service. When they did call me it was to deliver a

weak excuse that their computers are programed not to open the site to us, as they don't have a current CC. PLease note that our service fee's have been paid since 5/13 and are not due untill 5/14. How can they

denie me a service I have paid for.Desired Settlement: I would like to have credit to my account, from 11/1/13 thru 5/30/14, simply for denial of service.

Business

Response:

November 19, 2013

Dear **. [redacted];

Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted] regarding the Identity Guard00 Extra Caution service.

Our records indicate the following regarding [redacted]'s membership:

• On August 30,2005, **, [redacted] successfully completed the registration and activation of his membership. An email was delivered to the member confirming the activation of his service.

• **. [redacted] is billed a yearly membership fee of $119.95. His last bill date was scheduled for April 4,2013; however this billing was declined. **. [redacted] contacted our Customer Service Department via phone on May 6,2013 to update his credit card information. Wc successful billed **, [redacted] for the service on May 8,2013.

• On September 27, 2013, **, [redacted] contacted our Customer Service Department via phone in regards to not being able to access his credit report online. Our representative transferred **. [redacted] to a Web Support Specialist to assist him further with his issue.

• When speaking with the Web Support agent. **. [redacted] acknowledged that he was unable to access his credit file online because of a message alerting him that the billing information on file was due expire; therefore, the information needed to be updated.

• A supervisor from our Web Support department attempted to contact **. [redacted] via phone the same day to advise him that the message he received was the result of the expiration date for the primary card used to establish the Internet Surveillance benefit being out dated; thus, causing the system to prompt him to update his credit information. However, the customer was unavailable and a voicemail was left for him to return our call.

The Internet Surveillance (IS) benefit helps reduce a consumer’s risk of identity fraud by continuously searching Internet chat rooms, news groups and other non-secure Web sites for data suggesting that personal information is being sold or traded online. Customer may register up to 20 major cards for online surveillance. Intersections will auto-register the customer’s billing card, provided it is a major credit card. In order to monitor for this type of activity, we must have accurate information. The message that **. [redacted] sees when he logs into his account is to alert him that an expiration date on one of his credit cards has expired.

While this message will continue to appear each time **, [redacted] logs into his account, it is in no way disrupting his service. By simply checking on home on the left hand side behind this message, it will disappear and **, [redacted] can navigate through the site as normal. It will, however, continue to appear each and every time **. [redacted] accesses his web account until the updated expiration date is provided.

• On October 8, 2013, a supervisor from our Web Support department attempted to contact **. [redacted] via phone to verify if he was still having issues with his online account and if the message was still appearing. As we were unsuccessful in reaching **. [redacted]. we left a voice message asking him to return our call.

• On October 28, 2013, **. [redacted] contacted our Customer Service Department via phone regarding the voicemail message and requested to speak with a supervisor. A representative from our escalation team advised **. [redacted] he would need to update the expiration date on his credit card in order to have the message disappear. **. [redacted] responded he would be contacting legal authorities about current situation* Our records do not show **. [redacted] calling back after October 28, 2013,

• On November 4. 2013, a supervisor attempted to contact **. [redacted] via phone to discuss the issue of not being able to access his credit file online due to a message appearing blocking his access and to provide alternate solutions that could resolve the issue. As we were unsuccessful in reaching **, [redacted], we left a voice message asking him to retum our call.

« On November 11, 2013, a supervisor from our Web Support department attempted to contact **. [redacted] again to discuss the outcome of his situation and provide additional solution Support. A voice message was left for the member asking him to return our call since he was unavailable.

• On November 12, 2013, a Web Support supervisor contacted **. [redacted] via phone to attempt to update the credit card in file. The supervisor explained to **. [redacted] that the prompt was the result of the expired credit card and this would need to be updated for proper internet surveillance monitoring. However, **. [redacted] declined to update the card on file and proceeded to advise that he would be filing a complaint with the Revdex.com regarding the issue on behalf of his partner as well. The supervisor also advised that a credit of in the amount of $119.95 to cover **. [redacted]’s yearly fee would be issued back as a courtesy before the called ended.

This information was reported to the Revdex.com in response to **, [redacted]’s original complaint of 10/30/2013 under Case [redacted].

With regard to [redacted]’s complaint filed on 11/10/2013 under Case 9797829, we have already agreed to **. [redacted]’s desired settlement. A refund in the amount of $119.95 was processed on 11/11/2013. Please allow 1-2 billing cycles for the refund to post to his account. **. [redacted]’s next billing date is scheduled on 4/4/2014. Unless **. [redacted] updates his credit card information prior to April 2014, he will receive a billing decline notification.

Furthermore, we acknowledge that [redacted] states his partner is having the same type of issues with online account access. Due to our security policy and for the protection of our members* we are unable to address **. [redacted]’s concerns with any membership other than his own. We would ask **. [redacted] to advise his partner to contact our Customer Service Department at his earliest convenience. We will be more than happy to investigate any concerns reported by **. [redacted]’s partner.

We can be reached at [redacted]. 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,

Review: I have been a custome of Identity Guard for some years. I give them a CC to use in May of each year, they charge me for the year and have now taken to blocking my enterance to my Credit Score as I will not give them yet another CC. I feel I have paid for the year and any interuption in supplying that information to my is like "thieft of service. In short I cannot access the information I pay them to supply until I give them another CC.

This can only serve one purpose and that is to charge me for next year in May, however I don't have to give them a CC untill that time comes.Desired Settlement: This situation has presented itself with my partner ([redacted] at same address) and he wishes to take the same action

Business

Response:

November 11, 2013

Dear **. [redacted]:

Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted] regarding the Identity Guard® Extra Caution service.

Our records indicate the following regarding [redacted]‘s membership:

» On August 30, 2005> **, [redacted] successfully completed the registration and activation of his membership. An email was delivered to the member confirming the activation of his service.

* On May 6, 2013, **. [redacted] contacted our Customer Service Department via phone requesting to update the billing information for his membership. Our representative updated the credit card information on file for **. [redacted] and advised the payment would be processed immediately due to a previous billing decline.

• On September 27, 2013, **. [redacted] contacted our Customer Service Department via phone in regards to not being able to access his credit report online. Our representative transferred **. [redacted] to a Web support specialist to assist him further with his issue,

• When speaking with the Web Support agent, **, [redacted] acknowledged that he was unable to access his credit file online because of a message alerting him that the billing information on file was due to expire; therefore, the information needed to be updated. As a result, die Web Support representative transferred **. [redacted] to a Web Support Supervisor so a work order could be placed in order tp have the issue resolved. Work Order number [redacted] was submitted by Web Support supervisor.

• A supervisor from our Web Support Department attempted to contact **, [redacted] via phone the Same day to advise him that the message he received was the result of the expiration date for the primary card used to establish the internet surveillance being out dated; thus, causing the system to prompt him to update his credit information. However, the customer was unavailable and a voicemail was left for him to return our call.

• On October 8, 2013, a supervisor from our Web Support Department attempted to contact **. [redacted] via phone, to verify if he was still having issues with his online account and if the message was still appearing. As we were unsuccessful in reaching **. [redacted], we left a voice message asking him to return our call,

• On October 28, 2013, **. [redacted] contacted our Customer Service Department via phone regarding the voicemail message and requested to speak with a supervisor. A representative from our escalation team advised **, [redacted] he would need to update the expiration date on his credit card in order to have the message disappear. **, [redacted] responded he would be contacting legal authorities about currcnt situation. Our records do not show **. [redacted] calling back after October 28, 2013.

* On November 4, 2013, a supervisor attempted to contact **. [redacted] via phone to discuss the issue of not being able to access his credit file online due to a message appearing blocking his access and to provide alternate solutions that could resolve the issue. As we were unsuccessful in reaching **. [redacted], we left a voice message asking him to return our call.

* On November 11, 2013, a supervisor from our Web Support Department attempted to contact **. [redacted] again to discuss the outcome of his situation and provide additional solution support. A voice message was left for the member asking him to return our call since he was unavailable.

• On November 12,2013, a Web Support Supervisor contacted **. [redacted] via phone to attempt to update the credit card in file. The supervisor explained to **. [redacted] that the prompt was the result of the expired credit card and this would need to be updated for proper internet surveillance monitoring. However, **. [redacted] declined to update the card on file and proceeded to advise that he would be filing a complaint with the Revdex.com regarding the issue on behalf of his partner as well.

As we strive to provide the highest level of service to all of our customers, we have issued **. [redacted] a courtesy credit in the amount SI 19.95 for the annual fee. **. [redacted] was made aware of this credit during our call with him November 12th. The credit will be posted to **. [redacted]s account in 1-2 billing

cycles.

We apologize for any inconvcnicncc this issue may have caused **. [redacted]. **, [redacted] may also call Identity Guard Extra Caution 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,

Review: Joined Identity Gaurd ending up not liking it and cancelled within 30 days but didn't receive refund, sent multiply emails asking about it and never got a responseDesired Settlement: Refund

Business

Response:

See Attachment

Business

Response:

See Attachment

Consumer

Response:

[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.]

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,

Review: I am unable to log into my IDENTITY GUARD account. I have spoken ith customer service, IT, and website services.Desired Settlement: If problem cant be corrected then I will be asking for a complete refund since starting the service.

Business

Response:

March 14, 2014

Dear **. [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, in his inquiry, **. [redacted] expressed concern regarding his ability to access his member account online.

**. [redacted]'s inquiry was submitted to the Revdex.com on February 24, 2014. Our records show that **. [redacted] and various members of our Customer Service and Web Support teams worked together to resolve the issue to **, [redacted]’s satisfaction both before and shortly after his February 24th submission. Specifically, we note that on February 26, 2014, **. [redacted] spoke with a Web Support Supervisor and confirmed that he was able to access his member account online and that all features were functioning properly. Accordingly, we believe that we have adequately addressed **. [redacted]’s concerns.

For your convenience, we offer the following timeline of our interaction with **. [redacted]:

* On July 26, 2013, **. [redacted] successfully completed the registration and activation of his account and an email was delivered to **. [redacted] confirming the activation of his service.

* On December 13, 2013, **. [redacted] contacted our Customer Service Department because he was having trouble accessing his account online. After speaking with our Customer Service Representatives, Web Support Services, Management and Senior Director of Customer Service, the issues **. [redacted] experienced were addressed.

Additionally, our records indicate on January 6, 2014, **. [redacted] was able to successfully access his online member account, indicating that the prior access issue was effectively resolved. A call from our Web Support Supervisor to **. [redacted] confirmed this.

* On February 24, 2014, **. [redacted] contacted our Customer Service Department because he was again having trouble accessing his account online. **, [redacted] was transferred to our Web Support Team further assistance. **. [redacted] explained the difficulty he was experiencing to a Web Support Representative. The Web Support representative was not able to assist **. [redacted] and ultimately transferred to a member of our Supervisor Escalation Team for additional assistance.

The Escalation Team Representative assisted **. [redacted] by resetting his password and providing him with instruction for changing his online account login information, **. [redacted] was successful in logging into his online member account and was provided a courtesy refund in the amount of $9.99.

Supervisor attempted to contact **. [redacted] via phone to discuss his issues with his account online. The attempt was unsuccessful and a message was left requesting that **. [redacted] return our call.

• On February 26,2014, **. [redacted] returned our call and spoke to a Web Support Supervisor. **, [redacted] confirmed that he was able to log in and that all features of his sen/ice were functioning properly. He was provided contact information of Web Support Supervisors for future reference*

• Our records indicate that as of March 10, 2014, based on a conversation between **. [redacted] and a Web Support Supervisor, all confirmed issues with his online account had been resolved and no new issues had been presented.

We apologize for any inconvenience this issue may have caused **. [redacted]. We strive to provide the highest level of service to all of our customers, If **. [redacted] should need further assistance, he may call Identity Guard Total Protection at ###-###-####. Thank you for the opportunity to be of service.

Sincerely,

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.

Review: I enrolled in Intersections Identity Guard Good Start Credit Monitoring program, which is supposed to include monitoring of my [redacted] credit report. I enrolled on 3/24/2014. When I log in to my Identity Guard account it states "Enrollment in progress - please check back later." for my [redacted] credit monitoring. The same page also says "Please be aware that it may take one or two days for all of your credit bureau reports to be fully activated." Identity Guard has failed to activate the [redacted] credit monitoring that is supposed to be included in the service that I subscribed to.Desired Settlement: Immediately begin [redacted] credit monitoring service that is included in the Identity Guard Good Start Credit Monitoring program.

Business

Response:

April 11, 2014Dear [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,

Review: I had been a customer of Identity Guard since 11/17/2003. I hadn't received any email updates recently and attempted to log on to my account- only to find my account had been cancelled. I called and was told by customer service that a marketing agreement had been cancelled and therefore my account didn't exist anymore. Both of the ladies in customer service, [redacted] and [redacted] stated I should have received a letter indicating this back in July. I received no such letter, nor was any email communication generated by Identity Guard to alert me of the situation. In inquiring about my options I was informed I could keep the same program, but now at literally twice the cost. [redacted] simply suggested I do a Google search to find a service from any provider that may serve my needs. When I outlined my complaint of being a faithful customer for ten years and simply being "dropped" for not providing the same profit margin of newer customers, both ladies agreed I was not being treated fairly- but offered no solution or resolution to the issue- outside of recommending I look elsewhere for a vendor

This is simply an illustration of corporate greed and not caring for the little guy. That said, I'm a business owner as well and have been successful in looking out for the "little guy". I'd rather have some of the pie, then none at all, which is exactly what Identity Guard has chosen to do. Thanks so much for re-affirming the "business at all costs" mantra.

Issues are:

1. NO communication from company regarding "marketing agreement" change. Please cease the "a letter was sent" BS, I recall when I had a payable account change, Identity Guard had no issue contacting me successfully via the email in my profile. US mail is not that bad, if you sent a letter, I would have received it.

2. Greedy Corporate Culture.

3. Suggestion it was the fault of a "marketing agreement change"- Spare the drama please. You can dodge all you want, but my contract was with Identity Guard, I logged on to Identity Guard for my Identity Guard account and my payments went to Identity Guard. To claim this was the result of a marketing agreement change is ludicrous. If you're going to make a crass decision, at least have the integrity to call it what it is.

4. Please stop with the lies and deceit- it reminds me of DCDesired Settlement: I would like to be recognized as a 10 year customer and be able to continue on the Identity Guard plan I was on. I would also desire communication with the Director or VP of marketing to confirm this is actually the path they have intended for Identity Guard. If that's the case don't bother as I refuse to do business with any company that chooses to send loyal, paying customers packing as I am confident I am not alone.

All in all I'm disgusted with a vendor that I relied on and that I paid for services as agreed.

Business

Response:

November 27, 2013

Dear **. [redacted]:

Thank you for your correspondence. We are taking this opportunity to respond to the inquiry made by [redacted] regarding the Identity Guard® Credit Protect X3 service,

Our records indicate the following regarding [redacted]’s membership;

• On November 17S 2003, **. [redacted] successfully completed the registration and activation of his membership in the identity Guard00 Credit Protect X3 service offered through our partner. [redacted]. An email was delivered to the member confirming the activation of his service.

• Due to the termination of the partnership between Intersections and [redacted], a cancellation notification letter was mailed to all active customers advising them of the discontinuation of their product and cancellation as of September 1. 2013. Active members were not offered an alternate service in accordance with our affiliate agreement, We show **. [redacted]'s cancellation notice was mailed on July 30,2013 to the address we had on file as of that date.

• On August 5, 2013, **. [redacted] contacted our Customer Service Department via phone requesting to update the account information including address, phone number, and billing credit card for his membership. Our representative updated the information on file for **. [redacted] and advised the payment would be processed on **. [redacted]’s next scheduled billing date.

• On September 1, 2013, **. [redacted]’s account was cancelled due to product termination.

• On November 12, 2013. **. [redacted] contacted our Customer Service Department via phone with questions concerning his membership, Our Customer Service Representative explained that **. [redacted]'s account was cancelled as of September 1, 2013. Our Customer Service Representative presented **. [redacted] with the options to enroll in other Identity Guard products at our current price points. **. [redacted] requested to be transferred to a Customer Service Supervisor to voice his concern with the cancelled membership as well as the cost of enrolling into a current plan. **, [redacted] elected not to enroll stating he did not want to pay more than the $9.99 monthly fee he paid for the Identity Guard® Credit Protect X3 service offered through [redacted].

Our records do not indicate **. [redacted] contacting us any further after November 12.2013.

• We have also tried to reach out to customer regarding a resolution. The two were made November 21st and 22nd 2013 with no response back from customer.

As we strive to provide the highest level of service to all of our customers, we would like to offer **. [redacted] a membership in our Identity Guard® Total Protection® plan at the reduced price of $9.99 per month. This plan is normally priced at $19.99 per month. If **. [redacted] finds this proposal acceptable, we will gladly contact him to move forward with the new membership.

We apologize for any inconvenience this issue may have caused **. [redacted]. **. [redacted] may also call Identity Guard Total Protection at ([redacted]) [redacted] 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,

Review: Terrible customer service. Website does not allow log in and is not working properly. After calling customer service, which is pathetic, they leave you on long holds and do not address the issues. Terrible product and customer service.Desired Settlement: Fix the problem or refund all my fees paid.

Business

Response:

December 27. 2013

Dear **. [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. We understand that **, [redacted] has experienced difficulty logging into his online member account and feels that our Customer Service Department was not helpful.

Our records indicate the following regarding [redacted]’s membership:

¦ On July 26, 2013, **. [redacted] successfully completed the registration and activation of his account, An email was delivered to the member confirming the activation of his account.

¦ On December 13,2013, **. [redacted] contacted our customer service department because he was having trouble accessing his account online. A Customer Service Representative was able to assist **. [redacted] by resetting his password.

• On December 23,2013, **. [redacted] contacted our Customer Service Department as he was unsuccessful in logging into his online account. **. [redacted] states in conversation with our Customer Service Representative that this a reoccuring issue. Our Customer Service Representation offered to reset **. [redacted]'s password. **. [redacted] stated he did not want to reset the password. Our Customer Service Representative offered to transfer **. [redacted] to our Web Support Team to further investigate the issue. At this point, **. [redacted] requested to speak to a member of management.

• The Customer Service Representative placed **. [redacted] on hold in order transfer to a Customer Service Supervisor for additional assistance. It appears that **. [redacted] may have disconnected the call while on hold. A member of our Supervisor Escalation Team made an outbound call to **. [redacted] leaving a voicemail message requesting **. [redacted] return our call if he had additional questions or concerns.

• **. [redacted] returned the call within a few hours and spoke to a member of our Supervisor Escalation Team. After trying to resolve **. [redacted]'s concerns with no avail, **. [redacted] asked fora contact number to our corporate office or the direct phone number to a member of upper management, Our Escalation Team Representative told **. [redacted] that he would have a Senior Manager return his call. **. [redacted] rejected the offer. Our representative placed **. [redacted] on a brief hold while attempting to reach a senior manager. While on hold, **. [redacted] appears to have disconnected the call.

• Our Escalation Team Representative immediately emailed a Senior Manager for further handling. This action took place at 5:10:47 PM on December 23, 2013. **. [redacted] submitted his complaint to the Revdex.com at 5:13:55 FM the same day.

• We have issued a refund of $9.99 for the last month's service to the credit card on file for **. [redacted]'s membership as he requested in his complaint We ask that **. [redacted] please allow 1-2 billing cycles for the refund to post to the credit card.

We apologize for any inconvenience this issue may have caused **. [redacted]. We strive to provide the highest level of service to all of our customers, If **. [redacted] should need further assistance, he may call Identity Guard Total Protection at (###-###-####. Thank you for the opportunity to be of service,

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The information in the responding letter is not correct. I never rejected to speak with a senior manager, if fact I requested to speak to one however the representative would not connect me to one. As far as the disconnected calls both calls were disconnected by Identity Guard representatives. It is painstakingly difficult to keep calling back and going through the security identification process. So I would never discontinue the phone calls. These blatant lies prove how terribly run this customer service department. This company will not allow the customer to access their own information and when you call customer service they are difficult to work with. I am still waiting for a call from the cooperate office to discuss this matter. In respect for the 1 month service, I decline the $9.99 refund. If this issues is not properly addressed by the cooperate office, then I will be seeking a complete refund for serveries not rendered.

Regards,