Intersections, Inc.

Review: On or about August 10, 2013, I signed up for credit monitoring services. The company advertised 30 free trial and would auto bill $14.99 per month after the trial period expired. I called to cancel services on or about September 9, 2013. After review of my finances, I determined I did not have the ability to incur the monthly expense and proceeded to cancel services. The representative I spoke with over the phone confirmed cancellation verbally. On October 15. 2013 (2) two charges in the amount of $14.99 each were debited from my checking account. I called Identity Guard to discuss the erroneous charges. The representative stated the services were not cancelled as requested. The representative stated there would be a refund (which has not yet occurred). In addition to the (2) $14.99 charges, I have incurred (2) $35.00 overdraft charges from my financial institution, [redacted]. On October 15, 2013 and October 16, 2013 I requested a letter stating the (2) charges were placed in error so it could be submitted to my bank for removal. Identity Guard refused to provide a letter. I presented an alternative solution which was for me to remit an active and current banking statement which reflects the (2) $14.99 service charges and (2) corresponding $35.00 overdraft charges. In turn, Identity Guard to credit a total of $99.98 to the bank account they erroneously withdrew from. After speaking with the Escalation Team, I have had no reconciliation toward the erroneous fees incurred by the company's error. In addition the company has refused fair and reasonable correction to their error.Desired Settlement: 1. A refund for services not rendered & erroneously charged for (2) 14.99 service fees. Totaling $28.98.

2. A credit for the (2) $35.00 overdraft fees incurred as a direct result the company's error. Totaling $70.00.

3. A letter stating the (2) charges in the amount of $14.99 from October 15, 2013 were made in error

Business

Response:

October 29, 2013

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 Total Protection® service.

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

• On August 10, 2013, **. [redacted] successfully completed the registration and activation of her membership. An email was delivered to the member confirming the activation of her service.

• On September 9, 2013, **. [redacted] contacted our Customer Service Department via phone requesting to cancel her membership. Our representative provided a cancellation confirmation number of [redacted] but failed to complete the cancellation request.

• On October 15, 2013, **. [redacted] contacted Our Customer Service Department via phone to confirm the cancellation of her membership.

• Our representative completed the cancellation request, advising **, [redacted] the membership was not previously cancelled; therefore, a refund of $29.98 would be issued.

• **. [redacted] asked to speak with a supervisor where she requested a letter be mailed to her stating that our company had failed tq cancel her membership on September 2013 in order to have overdraft fees issued by her banking institution reversed. A representative from our escalation team advised **. [redacted] that the issue would be examined further and someone would call her back with the outcome as soon as possible.

• On October 16, 2013, a representative from our Escalation team attempted to contact **. [redacted] via phone to address the outcome with us sending her a letter, however, the customer was unavailable and a voicemail was left, **. [redacted] contacted our Customer Service Department via phone the same day regarding the voice mail message. A representative from our escalation team advised **. [redacted] that we are unable to provide her with such letter addressing the issue regarding cancellation of her membership. When **. [redacted] advised she would be going to the Revdex.com to file a complaint, our representative attempted to cscalate the call further. **. [redacted] stated she did not want to be placed on hold and advised she would just file a complaint. **. [redacted] asked if someone could give her a call back with a better result to which our representative advised he would speak to his manager concerning this matter. **, [redacted] then advised she would just call back the next day. Our records do not show **. [redacted] calling back after October 16, 2013

* On October 29, 2013, our representative called **, [redacted] in an attempt to obtain a copy of her bank statement confirming the overdraft fees charged to her account. As we were unsuccessful in reaching **. [redacted], we left a voice message asking her to return our call, As of today, we have not received a return call.

Our records indicate this membership was cancelled on October 15, 2013 and a refund of $29.98 was issued on October 17, 2013. **. [redacted] should $ee this credit on her statement within one to two billing cycles.

As we strive to provide the highest level of service to all of our customers, we arc jn the process of issuing a check in the amount $70.00 directly to **. [redacted] to cover the overdraft fees referenced in her communications with us. **. [redacted] should receive this check within the next 2 to 4 weeks.

We apologize for any inconvenience this issue may have caused **. [redacted]. We will continue to reach out to **. [redacted] to convey the above stated information. **. [redacted] may also call Identity Guard Total Protection at ###-###-####. Our hours of operation are Monday - Friday S a.m. to 11 p.m. and Saturday 9 a.m. to 6 p.m. Eastern Time,

Sincerely,

Review: I signed up with identity guard not knowing that you needed a phone to cancel let alone activate, it simply doesn't state it so where does this leave people who don't own phones? Stuck in a endless billing process.

I emailed support and they told me I can't cancel my subscription via online, that I had to use a phone...first off not everyone has phones, second off I was never told I needed a phone until the activation process in which case I never ended up activating my account

Today I am filing a complaint after asking several times for a refund & Cancellation and being denied. Identity guard says because of security issues they cannot process my cancellation which is [redacted] as my account isn't even accessible.

I will not be satisfied with a simple refund I would like A Explanation on how a unactivated account can present a security risk to someone's credit information if closed via online there's alot of people online complaining about this trapping being done and surely a Revdex.com Accredited company can explain, what only looks like a itic excuse to trap people and force them to continue paying for a service they do not want. I'm not a business professional but I do know that a thieve cannot access a unactivated account and steal ones credit information they would have to call identity guard [which I am unable to do] to get the account activated first, I simply asked for my subscription to be cancelled but I will love to hear Identity Guard's explanation.Desired Settlement: Refund of $16.99

A Explanation how a unactivated account can present a security risk to someone's credit information if closed via online.

Business

Response:

See Attachment

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: I received the refund, however no answer was given to my question and that is

Review: I signed up for ITAC Sentinel which is supposed to provide quarterly updates according to their online advertising.

My last update was December 10, 2012 and today is March 14, 2013. I checked on March 11th and it still showed the old data. I gave them a couple more days and it still shows the December data on March 14, 2013. I called customer service and spoke to [redacted]. She asked for a lot of verification information after I had already given my phone number and membership number. We then discussed that the quarterly update wasn't showing. She suggested I keep checking back. I asked for something more definite like when it would be done. She asked if she could put me on hold. I agreed and a minute later, there were a couple clicks and the line went dead. I waited several minutes for her to call back, no call back.

I called again and after some computer authentication, I spoke to [redacted], I asked her to transfer me to [redacted]., She said she couldn't do that. She wanted to start over with all the authentication information again including my phone number, address, etc. It would seem if they had caller-id they wouldn't need me to tell them my phone number. We talked about talking to a supervisor, I said that might be a better use of my time. She put me on hold and came back a couple minutes later to tell me she was still looking for one and would I stay on hold. I told her know and would proceed to file a complaint with the Revdex.com.Desired Settlement: 1. Do what you say you are going to do. If you say quarterly updates and the last update was on December 10th, then you should have an update on the 10th of the 3rd month following. At worst case, if it falls on a weekend, if manual intervention is required which I doubt there is, then it should be no more than a day or two late.

2. When a customer calls in give them a better answer than keep checking back.

3. When you put a customer on hold and the line gets disconnected, call them back so they don't have to waste their time getting authenticated again and starting over in explaining the problem.

4. Extend my three year membership to three years from when you start doing what you advertise you will do.

5. Call me at my convenience to explain what you are doing to fix this. Don't put all the follow-up on the customer when you all are not doing what you advertise you will do.

Business

Response:

See Attachment

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I have two memberships with ITAC Sentinel, through different third parties they sell them through. Rather than treat them separately and pull the reports 90 days from the time I signed up for each, ITAC Sentinel ended up delaying one and then providing the same report for both memberships. Since I have two memberships, and I believe they are paid for two distinct memberships, I believe they should provide a distinct report for each membership rather than trying to sell two memberships and only doing the work of one by changing the quarterly report date so that they are the same.

Regards,

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, assuming they successfully execute on the plan they provided. As communicated it sounded like a plan vs. a commitment and there didn't seem to be much accountability on the part of the person answering the complaint such as providing their direct contact information. I called the CEO's office after my call with them on the 11th and left a voice message. So far no response.

I view there response as acceptable as long as they execute and deliver.

I continue to question the lack of accountability and customer service on the part of the people @ ITAC sentinel

Regards,

Review: I called because when my subscription renewed for this I thought I would be able to receive a new credit report as well. I found out that for only $4 more, I could upgrade my suscription and receive my report monthly instead of quarterly. Originally I paid $14.99, which I told would be refunded, and they also charged me $19.99 for the new service when I called in. The refund was never processed and I called in and talked to a customer service representative, who told me she was giving me a discount off my current month's service and for the delay, but that they couldn't do anything about the $14.99 refund because it had already been entered into the system and should process the following month. I told her I didn't understand why it would take an entire month for a refund to process and she said it was "just how the system worked." Needless to say, this all happened in September, I've waited and checked for the entire month of October and it's now November and the refund STILL hasn't been processed as promised. Very disappointed!Desired Settlement: Please refund the $14.99 charge immediately!

Business

Response:

November 11, 2013

Dear [redacted]:

Thank you for your correspondence. We are caking this opportunity to respond to the inquiry made by [redacted] regarding the IDENTITY GUARD® PLATINUM M service.

The requested refund of $14.99 was forwarded to the underwriter of [redacted]’ [redacted] Card on November 11, 2013. On November 13, 2013. we received notification that the transaction was approved.

Our company policy is to give a quoted 1-2 billing cycle time frame for members to see refunds reflected on their monthly statements, If **, [redacted] has not yet seen the refund, **. [redacted] has the option to contact his financial institution to discuss their policies on placing funds back into an account.

Wc apologize for any inconvenience this issue may have caused [redacted]. Should **. [redacted] 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:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I wanted to cancel mine an my fianc's subscription and I realized the credit card I had on file was going to expire 12/2013. Instead of calling to cancel my subscription I chose not to call Identity Guard with the new expiration date for the credit card. They should not have been able to process a payment since my card was expired. My fianc tried to log in to the website to verify if she still was able to and it redirected her to a different page to update the credit card information in order to login, she/we decided not to and it was confirmed that they(Identity Guard were unable to process my card). While checking my credit card statement a few weeks later I realized that I was still being charged in January for both subscriptions. At that time I went to their website, Identity Guard, to try and login myself, but to my surprise I was also redirected and unable to login!!! How was this possible? My card on file had expired but I was still charged!! I could not login even though I was charged the monthly service fee? Again, how is this possible? Than in dawned on me, they have access to all my information and they were able to access my information to process my card for payment. I don't believe this can be legal for them to do this. To be able to access the information needed to process my card without my permission. I was told that this was a mistake, I don't believe that for one second. They asked me if I would speak with a supervisor and I refused. I was asked if they could contact me and I told them "yes", but not on the same day as I called, I wanted a day to cool off. It has been well over a month and I have not heard one thing from Identity Guard and this lead to my complaint.Thank you,[redacted]Desired Settlement: I want an answer to why they feel this was an appropriate measure to take. I also plan on making this as public as possible and getting this out to as many people as possible.

Business

Response:

April

14, 2014

Review: We have two accounts with Identity guard, one for my wife and one for me and our two kids have accounts that are under my account. Both accounts are billed to the same credit card for a $15.00 a month service then $5.00 a month service for each kid. I had a $190 charge to that credit card from IG. When I called to question this charge and find out what it was they would not talk to me about the billing on my wife's account since I am not my wife even though I know all the security questions and I am the husband and both accounts are billed to the same card. All I want to know is were the $190 is coming from and why it is billed. There is no reason they can't give me that info when they see that the two accounts are set up the exact same just different names. As in my name is [redacted] and my wife's is [redacted]. Everything else is the same. When I log on to her account through their website their is no billing info so I can't look up what the charge is. $15 a month with tax works out to be around $190. But I thought I had it set up to billed monthly which I can't even find that out when I log in online.

I filled a dispute with the credit card until they can talk to me about this. At least put that billing info up online so I can log in and manage it from there.Desired Settlement: Allow customers to see the billing info online when they log in to their account and change it. Allow people to authorize another person access to their account so either one can manage when you need to call in.

Business

Response:

September

23, 2014

David

Dennis

RevDex.com

1411

K Street, NW. 10th Floor

Washington,

DC 20005-3404

RE:

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.

Consumer

Response:

[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]

Review: [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,

Consumer

Response:

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.