June 18, Dear [redacted] .Thank you for your correspondenceWe are taking this opportunity to respond again to the inquiry made by [redacted] regarding his request to cancel and refund any billed amountWe are unable to confirm that the pending charges on [redacted] 's account have been removedTypically pending charges drop off in 2–days if the transaction is not successfulAs 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 situationWe apologize for the multiple calls made but had no way of knowing that [redacted] did not want to be contactedWe apologize for the inconvenience experienced by [redacted] We strive to provide the highest level of Service to all of our customersIf **or [redacted] should need any further assistance, I can be reached directly at ###-###-####Thank you for the opportunity to be of serviceSincerely,Jill W.Director-Service Operations
August 27, [redacted] Revdex.comK 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, at 11:49:pm via the internet An email was sent to the email address he provided on August 23, at 11:54:pm indicating that his credit reports were ready to be viewed We apologize to [redacted] [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 cardIf [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
[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] 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 canThanks so incredibly much, ***
April 14, [redacted] RevDex.com K Street, NW10th Floor Washington, DC 20005- RE: [redacted] Case Number: [redacted] Dear [redacted] : Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by [redacted] regarding the Identity Guard® Platinum service On January 13, the monthly membership fee of $ was submitted to ** [redacted] ’s credit card company for approvalThis billing was approved on January 14, ** [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 companyUpon ** [redacted] ’s request to cancel his membership on Janaury 30, 2014, we issued a full refund in the amount of $ 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 SurveillanceThis 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 onlineIntersections (INTX) promptly notify members if we find any evidence that their information may be compromisedCustomer may register up to major cards for online surveillanceIntersections will auto-register the customer’s billing card, provided it is a major credit cardA 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 $ for our serviceThis approval was authorized by ** [redacted] ’s credit card company on January 14, 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 $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 accountDue 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 a.mto p.mand Saturday a.mto p.mEastern Time Sincerely, [redacted] Data Entry Supervisor Intersections Inc
March 14, Dear ** [redacted] : Thank you for your correspondenceWe 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 ***'s inquiry was submitted to the Revdex.com on February 24, Our records show that ** [redacted] and various members of our Customer Service and Web Support teams worked together to resolve the issue to **, ***’s satisfaction both before and shortly after his February 24th submissionSpecifically, 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 properlyAccordingly, we believe that we have adequately addressed ***’s concerns For your convenience, we offer the following timeline of our interaction with ***: * 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 onlineAfter 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 resolvedA 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 RepresentativeThe 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 $ Supervisor attempted to contact ** [redacted] via phone to discuss his issues with his account onlineThe 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 properlyHe was provided contact information of Web Support Supervisors for future reference [redacted] • 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 ***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,
[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] ***
June 15, Dear [redacted] : Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by [redacted] regarding his attempt to enroll in one of our productsOur 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 statementVoicemails 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 accountIf he still sees these on his statement, please have him contact me at ###-###-####Sincerely, Jill WDirector-Service Operations
February 29, [redacted] Revdex.comK 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 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 SrSecurity Analyst, Aisha M***, 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***SrSecurity Analyst###-###-####Intersections Inc
September 23, David Dennis Better Business Bureau K Street, NW10th Floor Washington, DC 20005- RE: [redacted] Case Number: [redacted] Dear [redacted] : Thank you for your correspondenceWe 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 processesWe 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 a.mto p.mand Saturday a.mto p.mEastern Time Sincerely, Susan R [redacted] Customer Service Supervisor Intersections Inc
I applied on line to Identity Guardca - 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 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 $ 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 accountSo many ways you can do this rather then force people to call in Regards, [redacted]
April 11, Dear [redacted] :Thank you for your correspondenceWe 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® serviceOn 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 accountOur 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 assistanceOur 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 serviceWe 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 a,m, to p.mand Saturday a.mto p.mEastern Time.Sincerely,
June 16, Dear [redacted] , Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by [redacted] regarding his request to cancel and refund any billed amountOur records indicate that that [redacted] enrolled into our Total Protection program as of June 15, We received a call from [redacted] attempting to access the account on June 15, 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/at 5:PMThere 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 customersIf Mror [redacted] should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of serviceSincerely,Jill W.Director-Service Operations
January 22, 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
June 18, Dear [redacted] .Thank you for your correspondenceWe are taking this opportunity to respond again to the inquiry made by [redacted] regarding his request to cancel and refund any billed amountWe are unable to confirm that the pending charges on [redacted] 's account have been removedTypically pending charges drop off in 2–days if the transaction is not successfulAs 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 situationWe apologize for the multiple calls made but had no way of knowing that [redacted] did not want to be contactedWe apologize for the inconvenience experienced by [redacted] We strive to provide the highest level of Service to all of our customersIf **or [redacted] should need any further assistance, I can be reached directly at ###-###-####Thank you for the opportunity to be of serviceSincerely,Jill W.Director-Service Operations
August 27, [redacted] Revdex.comK 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, at 11:49:pm via the internet An email was sent to the email address he provided on August 23, at 11:54:pm indicating that his credit reports were ready to be viewed We apologize to [redacted] [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 cardIf [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
[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] 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 canThanks so incredibly much, ***
April 14, [redacted] RevDex.com K Street, NW10th Floor Washington, DC 20005- RE: [redacted] Case Number: [redacted] Dear [redacted] : Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by [redacted] regarding the Identity Guard® Platinum service On January 13, the monthly membership fee of $ was submitted to ** [redacted] ’s credit card company for approvalThis billing was approved on January 14, ** [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 companyUpon ** [redacted] ’s request to cancel his membership on Janaury 30, 2014, we issued a full refund in the amount of $ 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 SurveillanceThis 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 onlineIntersections (INTX) promptly notify members if we find any evidence that their information may be compromisedCustomer may register up to major cards for online surveillanceIntersections will auto-register the customer’s billing card, provided it is a major credit cardA 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 $ for our serviceThis approval was authorized by ** [redacted] ’s credit card company on January 14, 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 $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 accountDue 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 a.mto p.mand Saturday a.mto p.mEastern Time Sincerely, [redacted] Data Entry Supervisor Intersections Inc
March 14, Dear ** [redacted] : Thank you for your correspondenceWe 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 ***'s inquiry was submitted to the Revdex.com on February 24, Our records show that ** [redacted] and various members of our Customer Service and Web Support teams worked together to resolve the issue to **, ***’s satisfaction both before and shortly after his February 24th submissionSpecifically, 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 properlyAccordingly, we believe that we have adequately addressed ***’s concerns For your convenience, we offer the following timeline of our interaction with ***: * 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 onlineAfter 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 resolvedA 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 RepresentativeThe 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 $ Supervisor attempted to contact ** [redacted] via phone to discuss his issues with his account onlineThe 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 properlyHe was provided contact information of Web Support Supervisors for future reference [redacted] • 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 ***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,
[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] ***
June 15, Dear [redacted] : Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by [redacted] regarding his attempt to enroll in one of our productsOur 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 statementVoicemails 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 accountIf he still sees these on his statement, please have him contact me at ###-###-####Sincerely, Jill WDirector-Service Operations
February 29, [redacted] Revdex.comK 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 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 SrSecurity Analyst, Aisha M***, 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***SrSecurity Analyst###-###-####Intersections Inc
September 23, David Dennis Better Business Bureau K Street, NW10th Floor Washington, DC 20005- RE: [redacted] Case Number: [redacted] Dear [redacted] : Thank you for your correspondenceWe 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 processesWe 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 a.mto p.mand Saturday a.mto p.mEastern Time Sincerely, Susan R [redacted] Customer Service Supervisor Intersections Inc
I applied on line to Identity Guardca - 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 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 $ 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 accountSo many ways you can do this rather then force people to call in Regards, [redacted]
April 11, Dear [redacted] :Thank you for your correspondenceWe 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® serviceOn 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 accountOur 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 assistanceOur 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 serviceWe 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 a,m, to p.mand Saturday a.mto p.mEastern Time.Sincerely,
June 16, Dear [redacted] , Thank you for your correspondenceWe are taking this opportunity to respond to the inquiry made by [redacted] regarding his request to cancel and refund any billed amountOur records indicate that that [redacted] enrolled into our Total Protection program as of June 15, We received a call from [redacted] attempting to access the account on June 15, 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/at 5:PMThere 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 customersIf Mror [redacted] should need any further assistance, we can be reached at ###-###-####Thank you for the opportunity to be of serviceSincerely,Jill W.Director-Service Operations
January 22, 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