Lifelock, Inc.

We are writing in response to your letter dated July 15, regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.On July 16, I reached out to Mr*** via email due to being unable to reach him by telephoneI requested the best phone number and time to contact him so we may discuss his concernsIn addition, I requested copies of the emails he received informing him that this would allow us to better understand what and why he was still receiving them.On July 16, Mr*** responded via email and advised that the emails had stopped and he would withdraw his complaint.We hope this resolves the matter to the satisfaction of your office.Sincerely,*** ***Account Operations ManagerLifeLock, Inc

We are writing in response to your letter dated 3/30/regarding Jamie K***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.MsK*** has
requested not to receive LifeLock promotional emailsWe have removed her from any future correspondence direct from usIn additional want to let her know LifeLock does not sale personal information to third parties.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S*** Member ExperienceLifeLock, Inc

We are writing in response to your letter dated November 22, regarding *** * ***. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. Harry *** enrolled
him and his wife on November 20, with the LifeLock Basic planMr. *** renewal notice was sent on October 21, to his email address on fileOn November 22, Mr*** responded to the email with the request to cancelWe responded with instructions on how to securely request the cancellation online as well as by phoneOn November 23, Mr*** called LifeLock and experienced the hold timeHe then sent an email to LifeLock informing of thisAt that time we responded advising of the high call volumes and instructions on how to cancel online. On November 24, I placed a call to Mr*** to discuss his concerns and confirm that his account has been cancelledI was unable to reach him and left a voicemail with my contact informationHis renewal charge occurred on November 20, for $A refund has been processed for the full $187.00. We hope this resolves the matter to the satisfaction of your office

See Attachment

We are writing in response to your letter dated 01/16/regarding *** * ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. *** * *** enrolled herself on
12/13/in the LifeLock Ultimate plan using a promo code that provided days free and a 15% discountShe enrolled her daughter using a promo that provided a 15% discountThe minor was charged an annual amount of $on 12/13/and Ms*** was charged an annual amount of $on 01/14/She called on 01/16/2014, to change her plan from the Ultimate plan to the Basic planOn 02/13/2014, a refund was issued for $for the plan changeShe cancelled her account on 01/14/and informed the agent it was due to price.On 01/14/2015, Ms*** contacted LifeLock to inquire why she was charged prior to 02/13/The agent apologized for any inconvenience, the renewal notice was sent based on the last charge. On 01/19/2015, I placed a call to discuss surrounding details and was able to speak with Ms*** I informed her, she enrolled herself on 12/13/and used a promo code that provided days free plus a 15% discount, therefore she was not charged for her account until days later on 01/14/ Since her daughter had a promo code that did not offer days free, her daughter was charged on the enrollment date of 12/13/I confirmed with Ms*** that a refund for $for the cancellation and was issued on 01/15/2015, a separate refund of $was issued on 01/19/for the overdraft fee she incurred

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I can't
believe that this business said I changed my planI thought I had the same plan since I started with this businessI never asked for a reduced plan they acted like the rate was going down due to my continued enrollment not to get a cheaper planThey never helped me with my husbands case of identy thiefAll I can say is life lock is a scam they take your money and when you need them they disappearGod knows the truth you reap what you sow. Regards,*** ***

The agreement made between me and Lifelock on August 6, 2016, was to process two refunds for The letter never referenced the refund agreement made between myself and LifelockAlso, nothing was noted in the letter about Lifelock addressing the customer serviceDo they not
realize how much of an inconvience this whole experience was for me, they claim to be an industry leader, but their actions do not back up this statementWhat will be done to make sure something like this does not happen again in the future?

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Robert ***

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

I have Lifelock and they have alerted me in past when obtaining credit card Recently I took out credit card from Barclay and Lifelock never alerted me my SS number was hit as their commericals say We contacted Lifelock and was told only those companies who are registered with them alert them They don't ttrack all of them That's not what their commerical states They trakc the SS number, etc Just watch the commerical advertising

We are writing in response to your letter dated 06/12/regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.Ms*** enrolled in the LifeLock Ultimate
Plus Plan Monthly on 02/12/On 06/05/she called to cancel her membershipThe agent informed her that her membership was good through 06/16/due to seeing the last successful payment on 05/18/He informed her that the account would cancel on 06/16/and she would receive a confirmation email once it cancelledMs***’s renewal date was the 12th of each month originally, which is why she was charged on 06/12/Her account was cancelled on 06/12/and a refund was given of $on that day as wellDepending on her financial institution, they may hold a refund for 3-days.I attempted to call Ms*** on 06/16/2015, 06/19/and 06/22/to address her concerns and was unable to reach herI have left her voicemails with my contact information if she wishes to call backI have reviewed Ms***’s account and calls to confirm that the refund was given on 06/12/2015, the date of the cancellation.We hope this resolves the matter to the satisfaction of your office

Dear *** ***,
In response to Complaint ID# ***, I have contacted *** ***, in regards to her concerns regarding the enrollment of her parents into the LifeLock serviceShe stated that there was confusion in knowing that additional members were
to be charged a membership fee when adding them during the enrollment processShe requested a full refund of the membership fees
I have verified that LifeLock has proceeded in refunding her all charges, totaling $This action is stated to be acceptable by the member
Sincerely,
*** ***
Manager, Member Services

[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 ***0, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Although I'm satisfied in the response to this complaint, I'm wondering why LifeLoock did not address the issue with selling a product Ultimate Plus with certain Product Services sold for an increased price yet they have no solution on how to address this issueIf you promise a service for a fee, you can not in a time of increased "new business" selling impact your current customer base. I Think LieLock has a good product, I feel they were not prepared for this influx of activityMaybe they should review their "Business Plans" to better handle these kinds of business interruptions to thier current customer baseIdentity theift does not stop when a business gets overwhelmed - how will their internal system respond to this increased volumn?Regards*** ***
Regards,
Wayne Caya

We are writing in response to your letter dated September 16, regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. On May 11, *** *** and her
spouse were enrolled in the LifeLock Basic planSince then, LifeLock has rolled out newer services to provide a variety of alerts to membersMrs*** emailed LifeLock in April and received the response of the services that were covered under her LifeLock Basic ServiceBefore then other calls were placed to LifeLock and the services were explained to the member.On September 16, I placed a call to Mrs*** to address her concernsI educated on the different levels of LifeLock informing the member that as identity theft grows and laws change, LifeLock progresses as wellWe went through the newest services with Ultimate Plus and upgraded both Mrs*** and her husband to provide them with different alerts LifeLock has available

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Bottom line, LifeLock scammed by brother, who was disabled I am positive they led him to believe that he was "completely covered" from any attempts to invade his accounts, which gave him a sense of securityBecause he was disabled he was naive about what this type of company is selling - promises about what they are going to actually do, which is nothing They took his limited amount of money and did nothing for him Unless they are willing to take some responsibility for their bad business practices, and in good faith, refund the money that was stolen from my brother under their watch, I will never call this complaint resolved I will also make it my mission to file as many complaints about this company with any and all consumer reporting agencies so, hopefully, this will not happen to another family I will also email every single celebrity who do commercials for this company with my storyThey must be stopped
Regards,
*** ***

I am very disgusted with Lifelock, Inc...I have been a member for about years and when I had to call today to update my credit card payment information with them, I found out that the service I took out those years ago is not the service I am paying for nowThey have found a way to be a pyramid scheme and take more money from people! I paid to have my identify protected, yet was able to buy a new car and open a credit card upWhen I called I have been informed that under the "Standard" plan they don't stop people from opening accounts upTen years ago they did prevent that which is exactly why I took it out and it worked because I had to jump thru hoops to buy a car and I was happy to do so
Then today I was informed by the rep on the phone that the only real good thing I have with the Standard plan is the million dollar guarantee..really?? I just checked the website and under the Standard you only have $25,000, Advantage $100,and the "Ultimate Plus" which is $you get the million
I now am going to look at changing to "Pre-Paid Legal" Identity theft program because this one does "absolutely nothing" for me
What a shame because I use to highly recommend this to everybody including my kids and was going to have my grandkids put on itNo longer will this happen

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this
complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

September 21,
class="Default" align="right" "text-align: right;"> Dispute Resolution Consultant Revdex.com N12th Street Phoenix, AZ 85014- RE: Complaint ID#: *** Dear Dispute Resolution Consultant, We are writing in response to your letter dated August 30, regarding *** ***sLifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services Mr*** *** enrolled in LifeLock on March 3, in the Standard PlanMr*** stated he did not consent to an unauthorized charge of $on his company visa credit card to continue his LifeLock We apologize for any inconvenience this may have causedWe have investigated the matter and found that Mr*** had contacted LifeLock on March 14, to cancel his account and the call was disconnectThen we received a letter from Mr*** on March 18, requesting his account to not be automatic renewed and cancelled Due to security measures that are in place we are unable to cancel a LifeLock account via mailWe have since cancelled Mr***’s account on August 2, due to the member requesting a charge back from his credit card provider We hope this resolves the matter to the satisfaction of your office Sincerely, Jamie H*** Member Affairs LifeLock, Inc PLEASE NOTE: LifeLock will never require you to provide personal, financial or identification information on a LifeLock-initiated callIn the event that LifeLock does contact you, we will always ask that, for your protection, you call us back at *** ***) or go to your online portal at LifeLock.com to provide the necessary information

Dear Dispute Resolution ConsultantWe are writing in response to your letter dated 08/13/regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.Ms
*** enrolled with LifeLock on 06/26/using a promotion for Sun Country Airlines in the LifeLock Ultimate Plus plan on a monthly basisIn reviewing Ms***’s account, she emailed LifeLock on 07/15/stating she had an account question, but no other details were providedWe informed her how to log in to her secure portal to make changes or ask questions.On 08/07/her email was received requesting contactWe advised for security purposes we don’t place outbound calls to collect personal information, but provided her with two phone numbers she could callI listened to the calls placed by Ms*** and confirmed that while I can hear the agents, she cannot be heard on the line.I placed a call to Ms*** on 08/13/and 08/18/2015, both times leaving a voicemail with my contact information and have not received a responseIn addition we have sent her an email with directions on how to request her cancellation online if she is still unable to contact us.We hope this resolves the matter to the satisfaction of your office.Sincerely,
*** ***Identity Account Operations ManagerLifeLock, Inc