Lifelock, Inc.

We are writing in response to your letter dated 4/4/16 regarding William T[redacted]. 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 April 5, 2016, I spoke with William T[redacted], the billing primary about his account. Mr. T[redacted]’s wife Camille S[redacted] was still concerned about how Lifelock was able to process a payment. In regards to your concern about your credit card number; many financial institutions and companies, like LifeLock, utilize an automatic account updater. This is where a financial institutions will automatically provide an updated expiration date when a card changes. This is typically utilized for services with automatic payments to help make things easier on the consumer. I apologized for any miss understanding or lack of communication that occurred with the cancellation process and their experience. Their refund was given in the full amount upon cancellation as referenced in my prior correspondence. We hope this resolves the matter to the satisfaction of your office. Sincerely, Denise S[redacted] Member Experience LifeLock, Inc.

We are writing in response to your letter dated July 23, 2014 regarding [redacted].  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 November 5, 2012 Mr....

[redacted] enrolled with LifeLock using an AMTRAK promotional code and received the reward for enrollment. On December 18, 2012 Mr. [redacted] called and cancelled his membership. On April 3, 2014 Mr. [redacted] enrolled with LifeLock using a Wyndham promotional code and he received the higher amount reward points for signing up with the Ultimate service. On July 1, 2014 Mr. [redacted] cancelled his LifeLock membership.A call was placed to Mr. [redacted] on July 23, 2014 to discuss his concerns along with a voicemail left for him to call back. On July 25, 2014 we were able to speak with Mr. [redacted] and address his concerns. It was explained to Mr. [redacted] which promotional code he used at which time and that he is only able to use them once. He was also advised that he did receive the higher amount reward for signing up for the Ultimate service. Mr. [redacted] understood and no further action is needed.We hope this resolves the matter to the satisfaction of your office.Sincerely,  

[redacted]Member Services ManagerLifeLock, Inc.

We are writing in response to your letter dated May 22, 2014 regarding [redacted]. 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. 

Mr. [redacted] was a user of the...

mobile LifeLock Wallet app.  We have determined that certain aspects of the mobile app may not be fully compliant with payment card industry (PCI) security standards.  For that reason, on May 15, 2014 we removed the LifeLock Wallet application from the [redacted], and [redacted], and when users open the LifeLock Wallet, their information will be deleted in the app.  This does not in any way affect LifeLock subscription identity theft protection services we offer, of which Mr. [redacted] was not subscribed to.

We have taken steps to delete all stored information for the mobile app from our servers. Even though we have no reason to believe the data has been compromised, we believe this is the right thing to do. As a company dedicated to online security and safety, we are committed to doing everything we can to ensure those who trust us with their personal information can do so without question. 

On May 21, 2014 Mr. [redacted] contacted LifeLock Member Services and stated his concerns regarding the deletion of his saved data on the app to a Service Team Manager.

On May 22, 2014 I spoke with Mr. [redacted] on the phone in response to the Revdex.com Complaint he filed.  It was determined that if LifeLock takes all measured to return his data to him, he would be satisfied.  I acknowledged that LifeLock is currently working to determine a method to recover the data.  I advised that Mr. [redacted] will be contacted as soon as possible to return the data he is requesting.  He acknowledged that LifeLock does not currently have an estimated date of when the data will be recovered.

We hope this resolves the matter to the satisfaction of your office.

Sincerely, 

 

Member Services Manager

LifeLock, Inc.

Dispute Resolution ConsultantRevdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant,We are writing in response to your letter dated 6/27/2016 regarding [redacted]. 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.I have spoken to [redacted] today, 7/7/2016. Our recent system changes were not able to support the change for a promo code offered to Mrs. [redacted] the day she called. The billing date cycles changes for Mr. [redacted] but changing her today would not allow their bill dates to be the same. Mr. [redacted] requested to cancel. I cancelled his accounts and also I provided a full refund in the amount of 50.69 which reflects the full amount he has paid to date for Lifelock.We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N[redacted]Sr. Member Affairs SpecialistLifeLock, Inc.PLEASE NOTE: LifeLock will never require you to provide personal, financial or identification information on a LifeLock-initiated call. In the event that LifeLock does contact you, we will always ask that, for your protection, you call us back at [redacted] or go to your online portal at LifeLock.com to provide the necessary information. No one can prevent all identity theft

We are writing in response to your letter dated July 15, 2015 regarding [redacted]. 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, 2015 I reached out to Mr. [redacted] via email due to being unable to reach him by telephone. I requested the best phone number and time to contact him so we may discuss his concerns. In 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, 2015 Mr. [redacted] 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,[redacted]Account Operations ManagerLifeLock, Inc

October 24, 2014Revdex.com[redacted] 

[redacted]RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:We are writing in response to your letter dated October 17, 2014 regarding [redacted].  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. [redacted] is currently not a member of LifeLock. I was able to speak with Ms. [redacted] on October 20, 2014 and address her concerns. I confirmed that our [redacted] certificate is up to date by clicking on the icon located at the bottom of our webpage. In addition, we addressed the ability to cancel an account. This was in regards to being able to be removed from marketing communications. I was able to complete Ms. [redacted] request for her successfully.We hope this resolves the matter to the satisfaction of your office.Sincerely,  [redacted]Member Services ManagerLifeLock, Inc.

I sign up for lifelock after finding out of fraud with my credit was not satisfied with the service after two inquired went unnoticed with my account, my bank information needed update so I didn't up date the info they call everyday trying for me to renew my payment info cellphone email, I didn't do it, but after all their attempt lifelock used my personal information that they have and went in my account and steal my money! after contacting them, asking for my money to be return to my account they only could return part of one months that they take from me and the two months that they take payment for May 18 and May 19 they will not return, becaused I didn't cancel service! even though they used my personal information to get funds from my account thats not authorized by me! I will never allowed anyone to have my iformation like this ever again from now on credit cards payment because voltures like this are exactly what you need to run from anything you do use credit cards you are not protected by your bank when you used your visa debit card for anything online, the guy had a nice smile on his face over the phone telling me my bank approve the charges! even though your bank card expiries it still can be used by these merchant, so if you are not happy with a company always cancel service with them there is a loophole around everything in America for the rich cooperations crooks!

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 plan. I thought I had the same plan since I started with this business. I never asked for a reduced plan they acted like the rate was going down due to my continued enrollment not to get a cheaper plan. They never helped me with my husbands case of identy thief. All I can say is life lock is a scam they take your money and when you need them they disappear. God knows the truth you reap what you sow. 
Regards,[redacted]

Dear Dispute Resolution ConsultantWe are writing in response to your letter dated 08/13/2015 regarding [redacted]. 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....

[redacted] enrolled with LifeLock on 06/26/2015 using a promotion for Sun Country Airlines in the LifeLock Ultimate Plus plan on a monthly basis. In reviewing Ms. [redacted]’s account, she emailed LifeLock on 07/15/2015 stating she had an account question, but no other details were provided. We informed her how to log in to her secure portal to make changes or ask questions.On 08/07/2015 her email was received requesting contact. We advised for security purposes we don’t place outbound calls to collect personal information, but provided her with two phone numbers she could call. I listened to the calls placed by Ms. [redacted] and confirmed that while I can hear the agents, she cannot be heard on the line.I placed a call to Ms. [redacted] on 08/13/2015 and 08/18/2015, both times leaving a voicemail with my contact information and have not received a response. In 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,

[redacted]Identity Account Operations ManagerLifeLock, Inc

Dispute Resolution Consultant Revdex.com [redacted] 

[redacted] RE: Complaint ID#:[redacted] Dear Dispute Resolution Consultant: We are writing in response to your letter dated 12/11/2014 regarding...

[redacted]. 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. [redacted] enrolled himself and his wife through his employer on 01/01/2012 in the LifeLock Basic Plan. On 10/31/2014 his employer cancelled the account before it was transitioned to a self-pay status. On 12/11/2014, we reached out to [redacted] and discussed his concerns. I offered to reinstate him and his wife with a year free of service and backdate his coverage to the date of termination. [redacted] advised that he wanted to think about the offer and to contact him next week for his decision. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

We are writing in response to your letter dated 4/4/16 regarding William T[redacted]. 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 4/5/16 I spoke with Mr. William T[redacted] about his complaint. Mr. T[redacted] stated his wife was handling the account and could I contact her. I informed Mr. T[redacted] since the correspondence was in his name I would need to speak with him. I advised the member that I could cancel the account and provide a full refund. Mr. T[redacted] stated that would be fine and if his wife had any questions he would have her contact me. We have processed a full refund totaling the amount of $197.80.  I advised Mr. T[redacted] the refund should appear on his account with in 5 to 7 business days.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S[redacted]Member Experience LifeLock, Inc.

RE: Complaint ID#: #[redacted]  Dear Dispute Resolution ConsultantWe are writing in response to your letter dated July 20th, 2015 regarding [redacted]. 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. [redacted] has requested a full refund of $19.99.  She was felt that she was misled into believing that certain credit card transactions and certain types of alerts would be provided.   Under Ms. [redacted]’s’ plan, Lifelock Advantage Service, in which she enrolled on May 29th, 2015, she needed to be set up in a certain manner on our website in order to realize the full benefits of the transaction monitoring services offered.  Other credit alerts Ms. [redacted] was expecting are not a feature of the Lifelock Advantage planI have reviewed the details of Ms. [redacted]’s complaint as well reviewed our phone calls, which we will use as necessary for training and development.  Meanwhile, I have spoken to Ms. [redacted] on July 23, 2015 and extended a full refund pursuant to her request.  She was initially granted a pro-rated refund of $5.02 during her phone call to us on July 20th, and I have processed the remaining $14.97 today.  Also, I’ve clarified details of our services, and in what scenarios certain alerts would be provided.   We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Member Services, Team ManagerLiifelock, Inc.

DEMAND REFUND ALL MONIES $98.90 OF FRAUD AND UNAUTHORIZED CHARGERS WITHOUT MY CONSENT...COMPANY VIOLATES "FAIR CREDIT BILLING ACT"

[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 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,

We are writing in response to your letter dated June 26, 2015 regarding [redacted]. 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.Mr. [redacted] is presently not a LifeLock...

member and apparently received unsolicited messages via email from LifeLock. Pursuant to LifeLock policy, promotional email or postal communications from LifeLock can be stopped by following the instructions included in each such communication.  This process can be completed for free online or for $1.00 through US mail. Information to opt out through [redacted] is outlined below. • Online: Go to [redacted] and fill out the online form - can Opt In on this website as well.• Mail: If you do not have access to the internet, you may send your request via US mail to:o [redacted]We attempted to reach Mr. [redacted] on several occasions to discuss his concerns but were not able to reach him.  Mr. [redacted]’s email and mailing address has been removed from our Marketing database.   I have left my contact information with Mr. [redacted] so he may call and speak with me directly to address any further concerns.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated 04/16/2015 regarding [redacted]. 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.[redacted]. enrolled in the LifeLock...

Standard Service on a monthly basis on 12/17/2014. On 02/27/2015 Mr. [redacted] upgraded his account online to the LifeLock Advantage Service. We attempted to collect payment on 03/16/2015 and 03/28/2015 for $17.99 as his monthly charge. On 03/17/2015 notice of the declined payment was sent to Mr. Larson. The payment was successful on 03/28/2015.Mr. [redacted] contacted LifeLock on 04/01/2015 due to the charges. We cancelled and requested copy of his statement to show the overdraft fee. We received and attached to his account on 04/03/2015. A check was sent for $36.00 on 04/06/2015 to the on file with LifeLock. On 04/08/2015 a call was placed to Mr. [redacted] to inform of this.I spoke with Mr. [redacted] on 04/27/2015 and he advised that he moved at the end of March and the address on file was incorrect. However his mail is being forwarded to his new address. Proper steps have been taken to ensure Mr. [redacted] receives his refund.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated March 27, 2015 regarding [redacted]. 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.[redacted] enrolled with LifeLock on May...

12, 2011 in the LifeLock with [redacted] Score Manager. On April 3, 2015 I was able to speak with [redacted] regarding her concerns about her protection. I reassured the member that she has coverage with LifeLock and advised her of how her [redacted] work. Ms. [redacted] stated that she had placed a freeze on her [redacted] file and just recently requested another fraud alert. I explained how a [redacted] freeze works and that it permits from anyone accessing her file including LifeLock unless she lifts it. We were able to provide Ms. [redacted] with updated information when her [redacted] freeze was lifted. In reviewing her account, we confirmed that there were no lines of [redacted] established. I provided Ms. [redacted] with options to verify and advised if she had any concerns to contact LifeLock for further investigation. Ms. [redacted] was reassured that her information is protected and is continuing with her LifeLock service.We hope this resolves the matter to the satisfaction of your office.Sincerely,

[redacted]Member Operations ManagerLifeLock, Inc

I have reviewed the response made by the business in reference to complaint ID[redacted], 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 [redacted] 

[redacted] RE: Complaint ID#:[redacted] Dear Dispute Resolution Consultant: We are writing in response to your letter dated 12/11/2014 regarding [redacted]. 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. [redacted] enrolled with LifeLock on 09/07/2014 in the Ultimate Plan Annually with a promo code providing him the first 30 days free and 3,000 airline miles with an Annual enrollment. [redacted] 

[redacted] cancelled his account on 09/22/2014 and informed the agent it was due to price. On 12/7/2014 [redacted] contacted LifeLock to inquire about his airline miles. At that time he was informed that he did not qualify for miles due to not being enrolled for 30 days in the service and no payment collected for an annual membership. On 12/15/2014 I placed a call to discuss with [redacted] and left a voicemail. On 12/19/2014, I placed an additional call and was able to speak to [redacted]. I informed him that due to him not being enrolled for 30 days he would not be in the file to receive the miles as this is received by the airlines automatically. We will honor the 3,000 miles for [redacted] and have informed of future requirements for membership rewards. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,