Lifelock, 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.]

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 04/20/2015 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.We understand that Ms. [redacted] feels her brother was not aware of the services LifeLock provided to him and what he was protected for. While we extend our deepest condolences to her for her loss, LifeLock cannot determine the status of our members’ health. We provide the information to our members in regards to their protection on the phone and our website. In order for LifeLock to legally act on a member’s behalf we have to receive authorization from the member. In this case the member did not contact LifeLock to report any fraudulent activity. However, in good faith we are working with Ms. [redacted] to find resolution in getting some reimbursement of funds.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted] Member Operations ManagerLifeLock, Inc

We are writing in response to your letter dated March 11, 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 Ultimate Plus service on December 08, 2014.  On January 30, 2015, Mr. [redacted] called regarding calls he received from various insurance companies, not affiliated with LifeLock.  Mr. [redacted] had additional questions as to why he did not receive an alert for a new credit account he established in November 2014.I spoke to Mr. [redacted] on March 12, 2015 and advised he did not receive an alert from LifeLock as the new credit was established prior to his enrollment with LifeLock, Mr. [redacted] confirmed he is able to see the credit inquiry in his member portal.  I advised Mr. [redacted] when submitting credit applications, information can be shared with other creditors and/or service providers. I further advised LifeLock will share information to service providers that perform functions on our behalf when providing service fulfillment.The membership was cancelled at Mr. [redacted]’s request and a refund was issued for $80.97 on March 12, 2015.We hope this resolves the matter to the satisfaction of your office.

lifelock is full of lies. I did not receive any information that they changed the terms on our agreement If I did I would have cancelled. validate that you had signature confirmation and now that I know the date they changed the policy please have them refund the full amount to this date. Secondly if you they beliwve they are pleasing customers why am I here trying to get a resolution wasting my time from their shady business practices.

We are writing in response to your letter dated September 8, 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] enrolled with...

LifeLock on May 5, 2014 in the Ultimate plan with a promotion allowing him 60 days free. On July 8, 2014 he called and downgraded his account to the LifeLock plan with a representative. On August 4, 2014 we collected a prorated amount for the downgrade of the service for the August and September payment.On August 5, 2014 Mr. [redacted] upgraded his service online to the Ultimate Plus plan. He called LifeLock on August 15, 2014 and was offered an additional discount to keep his service. I explained to Mr. [redacted] that due to the plan being changed after his payment date, on September 4, 2014 the system attempted to collect payment for August and September. The payment included 2 months of service, plus proration for the discount change and any applicable sales tax. Mr. [redacted] understood the reasoning for the charges and I apologized for any misunderstanding. Mr. [redacted]’s account is currenty active and in good standing with LifeLock. We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated April 14, 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], along with her spouse...

[redacted], enrolled into the LifeLock Ultimate Service on October 30, 2012.   On April 1, 2015, [redacted] notified LifeLock of [redacted]’ passing and cancelled his membership.  [redacted] has since been receiving phone calls from LifeLock advising that her membership is about to lapse due to missed payments.  I contacted [redacted] today to advise that the phone calls were happening in error and that we have since corrected the issue.  We hope this resolves the matter to the satisfaction of your office.

June 27, 2016Dispute 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 6/6/2016 regarding John...

[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.John [redacted] was a member of Lifelock since July 13, 2009. He had our standard Lifelock service. Mr. [redacted] paid annually for his membership and this occurred on July 13 every year. Up until 2012 Lifelock would request on a member’s behalf that they receive their annual credit reports. These are free for consumers to receive their credit reports without scores once a year. Lifelock encouraged our members to review their credit reports yearly and as a courtesy we had requested them on their behalf.  The last annual credit report we requested was October 2012 for Mr. [redacted]. Effective January 1, 2013, Lifelock no longer requested annual credit reports by mail from the credit bureaus on behalf of our members as part of their membership. We notified our members of the change and also advised there was no other changes to the proactive nature of our service. We added the link [redacted] on our webpage with the easy instructions to order annual credit reports online, by phone, or by mail from the credit bureaus. We apologize that the representative was not able to effectively communicate the free annual credit report process without scores changed and that his Lifelock Identity Theft Protection service did not change.Members may cancel Lifelock at anytime and are under no obligation. If a member cancels prior to renewal date a prorated refund is given. Mr. [redacted] cancelled on June 3, 2016 and a prorated refund was given for 10.58.  Mr. [redacted] requested that he be refunded the full amount he paid Lifelock for the past year. I have requested a full refund be done effective back to July 13, 2015 as the member requested even though he had his Lifelock protection service in place. An additional credit has been issued for 88.42.We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N[redacted]Sr. Member Experience 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 1-800-LifeLock (543-3562) or go to your online portal at LifeLock.com to provide the necessary information. No one can prevent all identity theft

RE: Complaint ID#: 11398531Dear Dispute Resolution Consultant,We are writing in response to your letter dated 04/19/2016 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 spoke to [redacted] on 04/18/2016 in response to a review he posted on the Better Business Website regarding his Blackmarket notification. I assisted him with the notification, explained the variation of dates and he was going to contact his credit card company to discuss changing his number because of the file sharing exposure of the card number.. I was also able to explain how each of the members in his family have separate login’s to view their personal data. Mr. [redacted] was satisfied with the resolution and assistance. We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N[redacted]

Dear Dispute Resolution Consultant,We are writing in response to your letter dated July 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] enrolled on December 26, 2007 with the LifeLock Ultimate monthly.  I was able to speak to Mr. [redacted] on July 31, 2015 and explained how his LifeLock service works.  I confirmed Mr. [redacted] received monthly notifications indicating his monthly credit score was available to view within his Member Portal; the latest notification was on July 05, 2015.  In addition, I provided Mr. [redacted] with information to opt-out from receiving marketing emails and/or mailings with the Database Marketing Association. For good gesture, a refund was processed for $257.76 for 12 months of service.We hope this resolves the matter to the satisfaction of your office.

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.

Just so you know 2 times today I used the unsubscribe link, not 15 min later I got another spam. I plan on suing to the fullest extent at this point

Regards,

October 29, 2014Revdex.com[redacted] 

[redacted]RE: Complaint ID#[redacted]: Dear Dispute Resolution Consultant:We are writing in response to your letter dated October 24, 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 December 14, 2011. On October 22, 2014 Mr. [redacted] called and added his son in the [redacted] plan. On October 29, 2014 I was able to speak with Mr. [redacted] and address his concerns. We agreed that the [redacted] plan would not be the most beneficial for his son since he has not established credit as of yet. I have switched his plan to our LifeLock Standard at a discounted rate.In addition, I confirmed that Mr. [redacted] has not been charged for his son’s account. Charges will not occur until November 13, 2014 and at that time we will adjust to ensure he is not charged for the days that his son was on the [redacted] plan.We hope this resolves the matter to the satisfaction of your office.Sincerely,  [redacted]Member Services ManagerLifeLock, Inc.

She told me she sent this to the Revdex.com. She is still working on the issue. Nothing has been resolved. She is supposed to call me this week. If it is not fixed, I still will cancel.

While I appreciate the response stating that my email address has been removed from any future correspondence "direct from us", I continue to receive email correspondence sent on behalf of LifeLock.  I also want my email address/information completely removed from any Affiliate or Third-Party lists that your company utilizes or employees for your advertising purposes.

Dear [redacted],

In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request for an expedited refund to be sent by check after the cancellation of the membership. We have issued the requested refund and mailed it by [redacted]...

Overnight Tracking #[redacted]. The package was successfully delivered on 7/11/2014.

Sincerely,

[redacted] Manager, Member Services

RE: Complaint ID#: 11531785  

font-family: Arial, sans-serif;">  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 attempted to call [redacted] on 6/27/2016 and 6/28/2016. I will be able to further assist him to cancel his accounts but for security measures I need to speak directly with him. My direct contact number is 1-800-543-3562, when the announcement begins press 8, then press 1, then my direct ext. 3032.     We hope to resolve the matter to the satisfaction of your office and the member..   Sincerely,   Debbie N[redacted] Member Affairs LifeLock, 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 1-800-LifeLock (543-3562) 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 04/10/2015 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]’s brother, [redacted],...

enrolled with LifeLock on 03/20/2014 in the LifeLock Ultimate plan. On 03/10/2015 [redacted] reported the passing of her brother. Due to her not being a member on the account, we requested a copy of the death certificate in order to cancel. We received the document on 03/31/2015, cancelled the account and refunded back to the date of death.On 04/14/2015 I spoke with [redacted] and was informed that she was on her brother’s bank account not LifeLock. She discovered 3 charges from [redacted] dated 08/11/2014, 12/01/2014 and 12/25/2014. She reported these to the bank around the first week of March, but due to it being outside the 60 days, stated in their terms & conditions, they would not reverse the charges. She also contacted [redacted] and was informed they were fraudulent, but could only reverse if the bank did. I explained how the LifeLock service works and the plan her brother enrolled with did not provide access to send alerts in regards to transactions on current accounts. I did inform that I would consult with our Legal to see if any other steps could be taken. Due to us not being able to obtain permission to act on his behalf we would not be able to contact the bank. I provided Ms. [redacted] with some additional steps that she could possibly take to get resolution with the bank and [redacted]. I was able to find that the new credit attempts were after the member had passed. LifeLock Alerts go to the member’s contact information on file. Due to the passing, no one would receive these alerts unless that had access to his information. To provide protection to her brother’s information I advised her to send a copy of the death certificate to the credit bureaus in order to have the credit files flagged. This would prevent new lines of credit attempts as well as stop pre-approved credit card offers.

We are writing in response to your letter dated November 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. Harry [redacted] enrolled...

him and his wife on November 20, 2013 with the LifeLock Basic plan. Mr. [redacted] renewal notice was sent on October 21, 2014 to his email address on file. On November 22, 2014 Mr. [redacted] responded to the email with the request to cancel. We responded with instructions on how to securely request the cancellation online as well as by phone. On November 23, 2014 Mr. [redacted] called LifeLock and experienced the hold time. He then sent an email to LifeLock informing of this. At that time we responded advising of the high call volumes and instructions on how to cancel online. On November 24, 2014 I placed a call to Mr. [redacted] to discuss his concerns and confirm that his account has been cancelled. I was unable to reach him and left a voicemail with my contact information. His renewal charge occurred on November 20, 2014 for $187.00. A refund has been processed for the full $187.00. We hope this resolves the matter to the satisfaction of your office.

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,

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 June 8, 2016 regarding [redacted]’s response to our initial reply. 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.We have attempted several times to contact Ms. [redacted] and were unable to reach her or leave a message. We would like to assist Ms. [redacted] in confirming that LifeLock refunded the $29.99. In order assist we conduct a three way conversation Ms. [redacted] and her banking institution. If she agrees she may contact me directly at ###-###-#### when she hears the announcement press 8 then 1 and my extension is 3036. Another option is she can fax her bank statement showing that LifeLock withdrew the $29.99 and upon receipt our billing department will review the statement and provide the transaction history to the bank that we refunded the sums of $29.66 and .33 cents our fax number is ###-###-#### Attn: Denise Suggs. The third option if she chooses not to call or fax myself, she can dispute the charge she see’s with her bank.We have verified that the proper refund was submitted to her financial institution and will make sure if there is any discrepancy between LifeLock and her financial institution we will rectify with any of the above options that Ms. [redacted] chooses.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S[redacted] Sr.  Member Experience SpecialistLifeLock, Inc.

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