Lifelock, Inc.

We are writing in response to your letter dated September 16, 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 May 11, 2009 [redacted] and her...

spouse were enrolled in the LifeLock Basic plan. Since then, LifeLock has rolled out newer services to provide a variety of alerts to members. Mrs. [redacted] emailed LifeLock in April 2014 and received the response of the services that were covered under her LifeLock Basic Service. Before then other calls were placed to LifeLock and the services were explained to the member.On September 16, 2014 I placed a call to Mrs. [redacted] to address her concerns. I educated on the different levels of LifeLock informing the member that as identity theft grows and laws change, LifeLock progresses as well. We went through the newest services with Ultimate Plus and upgraded both Mrs. [redacted] and her husband to provide them with different alerts LifeLock has available.

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 4, 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.On May 23, 2016, [redacted] enrolled into the LifeLock Ultimate Plus Plan. On the same day the member decided to cancel her account. Ms. [redacted] stated she received a deposit from LifeLock on May 23, 2016 in the amount of $29.66 and a charge from LifeLock on May 23, 2016 in the amount of $29.99. Member stated on May 25, 2016 she called about her refund and was told it would be expedited. On May 27, 2016 member called back and was told the refund had not been processed. On June 3rd, 2016 member spoke with a LifeLock manager and verified that LifeLock had processed a refund on May, 27 2016 and it could take up to seven business days for the bank to process.On June 6, 2016, we reached out to Ms. [redacted] to verify if she had received her refund. Member stated she had not received it yet. We advised it can take up to seven business days for the bank to process the refund, we would call her back on June 7, 2016. On June 7, 2016, we reached out to Ms. [redacted] and let her know we had processed a refund on May 23, 2016 in the amount of $29.66 and May 26, 2016 for .33 cents for a total of $29.99. Ms. [redacted] said she did not understand since on her bank statement it showed a deposit and then a charge on May 23, 2016. I tried to explain to the member that we did provide the full refund, but member stated we did not and hung up. We hope this resolves the matter to the satisfaction of your office.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.]

Thank you for quickly responding and rectifying my complaint. 

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,

[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,

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.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 false sense of security. Because he was disabled he was naive about what this type of company is selling - false 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 story. They must be stopped.

Regards,

Dear Dispute Resolution Consultant:We are writing in response to your letter dated April 1, 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 on December 30, 2014 into the LifeLock Standard service.  His enrollment also included an incentive to receive an [redacted] gift Card after 31 days of enrollment.  [redacted] called into LifeLock and cancelled his membership on January 30, 2015.  Upon cancellation on his 31st day of enrollment, his card was not automatically sent.  I contacted [redacted] today by phone and discussed his concern.  As a result, today we have submitted for the Gift Card to be mailed to him and it should arrive in one week.   We hope this resolves the matter to the satisfaction of your office.

RE: Complaint ID#: [redacted] Dear Ms. [redacted]:We are writing in response to your letter dated January 29, 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 May 8, 2012, Mr. [redacted] enrolled his spouse and himself online.  At that time he thought his payment was on an annual basis, but the account was set up on a monthly basis.   Mr. [redacted] was charged $20 on the 8th of each month for the two memberships.  On January 29, 2014 Mr. [redacted] called LifeLock to cancel the account and requested a refund from May 8, 2013, since he thought that his membership was not renewed and his account was canceled at that time.On January 30, 2014 a Member Services Manager reached out to Mr. [redacted], discussed the circumstances around his LifeLock membership and the payment schedule. Mr. [redacted] was also informed that his membership was canceled as of May 8, 2013 and a refund totaling $200 was issued.  Mr. [redacted] also requested that his personal identifying information and that of his spouse be removed from our active databases.   On February 4, 2014, per Mr. [redacted]’s request, the information was removed and a confirmation letter was sent to him.We hope this resolves the matter to the satisfaction of your office. Sincerely,[redacted]Member Serviced ManagerLifeLock, Inc.

...

                                        ...⇄ 8/31/2016                                   �...⇄                                         ...⇄ Dispute Resolution Consultant Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585     RE: Complaint ID#: [redacted]     Dear Dispute Resolution Consultant,   We are writing in response to your letter dated 8/30/2016 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.   Mr. [redacted] enrolled in our Lifelock Standard Service on Aug. 22, 2016. He was billed annually for $109.89. Part of the service provided is Lost Wallet Protection - A Lost Wallet Protection agent will help cancel or order credit or debit cards from a lost or stolen wallet. Coverage includes: credit and debit cards, driver’s licenses, Social Security cards, insurance cards (pictures, cash and cash equivalents excluded). There is a place on the member’s portal that they may enter up to 5 major credit cards. Should the member carry more or have gas or store cards we do suggest they record those on their own. In the event of loss or theft of their wallet the agent could quickly contact those companies to assist. I am sorry that the information conveyed to Mr. [redacted] was not explained or communicated correctly.. A refund in the amount of $109.89 was credited to his credit card on Aug. 30, 2016. Please allow 3-5 business days for the institution to post to his account.     We hope this resolves the matter to the satisfaction of your office.   Sincerely,   Debbie N[redacted] Sr. Member Affairs Specialist LifeLock, Inc.

We are writing in response to your letter dated February 22, 2015 [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 2, 2013 into the LifeLock Standard service.  On February 19, 2015, he called in and upgraded his service to the LifeLock Ultimate Plus service.  Two days later, on February 21, 2015, he called into our contact center and asked to downgrade his service back to the LifeLock Standard service, which was completed during his call.  I contacted Mr. [redacted] on February 25, 2015 regarding his concerns with our service representatives.  He was concerned with the quality of service from the representative he spoke to, and also concerned with our authentication process.  I have passed along his concerns to those who can coach our representatives and also implement his suggestions regarding authentication.  Due to his frustration, a 30% discount on his services was applied to his membership on March 2, 2015.We hope this resolves the matter to the satisfaction of your office.Sincerely, [redacted]Member Services, ManagerLifeLock, Inc.

10/30/2014 [redacted] LifeLock, Inc. [redacted] 

[redacted] Dear [redacted], In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request to...

refund the Annual Membership Fee. We processed an expedited refund today for the requested $198.00. Sincerely, [redacted], Member Services

We are writing in response to your letter dated 05/29/2015 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.I spoke with [redacted] on 06/09/2015 in regards to his LifeLock Ultimate Plus account. I explained to Mr. [redacted] that there may be times where he has to update his credentials with his financial institution or we are unable to retrieve information due to updates on the bank’s site that will provide him with an error. Mr. [redacted] was able to input his credentials again and successfully link to the site. In addition, I advised the member to use the link he uses to originally log in to his financial institution instead of choosing the name to ensure he is logging into the correct site.In regards to the refund, we were able to confirm that the refund was processed, but the payment on 05/29/2015 was his normal monthly payment. His refund provided him with the month of April for free as a courtesy gesture.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Identity Account Operations ManagerLifeLock, Inc.

We are writing in response to your letter dated 06/12/2015 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 in the LifeLock Ultimate...

Plus Plan Monthly on 02/12/2015. On 06/05/2015 she called to cancel her membership. The agent informed her that her membership was good through 06/16/2015 due to seeing the last successful payment on 05/18/2015. He informed her that the account would cancel on 06/16/2015 and she would receive a confirmation email once it cancelled. Ms. [redacted]’s renewal date was the 12th of each month originally, which is why she was charged on 06/12/2015. Her account was cancelled on 06/12/2015 and a refund was given of $32.02 on that day as well. Depending on her financial institution, they may hold a refund for 3-5 days.I attempted to call Ms. [redacted] on 06/16/2015, 06/19/2015 and 06/22/2015 to address her concerns and was unable to reach her. I have left her voicemails with my contact information if she wishes to call back. I have reviewed Ms. [redacted]’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.

We are writing in response to your letter dated February 3, 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 herself and her minor daughter on October 27, 2013 in the Standard LifeLock plan. [redacted] was charged an annual amount of $110.00 on October 27, 2014 and her daughter was charged an annual amount of $65.99 on the same day. [redacted]’s daughter turned 18 and was upgraded from LifeLock Junior to LifeLock Standard Service. A prorated refund was issued for $55.87 on December 27, 2014 and she was charged an annual amount of $111.40 for the upgraded plan.When a minor becomes an adult, LifeLock sends a notification one month prior indicating the minor’s account will be transitioning to an adult plan. The guardian has the option to continue the plan or discontinue services, if LifeLock does not receive notification the minor plan will automatically upgrade to an adult plan. On December 7, 2014 the member was sent an email notification indicating the minor will be automatically upgraded to a standard adult LifeLock membership.  We did not hear from Ms. [redacted] regarding her daughter’s account until after the minor account was automatically upgraded. The account was cancelled on December 30, 2014 per [redacted]’s request and a refund was issued on January 26, 2015 for $90.71 and $199.70.I made two attempts to contact Ms. [redacted], on February 3, 2015 and February 5, 2015 and was unable to reach her.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated September 25, 2014 regarding Michael [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 on September 21, 2014 in the LifeLock Ultimate Plus Plan at $329.89 per person with a 60 day money back guarantee. On September 21, 2014 Mr. [redacted] called to cancel the plans. At that time our system does an automated prorated refund and then we are able to process the difference. This takes 3-5 business days. Mr. [redacted] was refunded 328.56 for each membership on September 22, 2014 and the additional $1.33 for each on September 25, 2014. I have placed a call and left a voicemail with Mr. [redacted] to confirm that his refund was received. We hope this resolves the matter to the satisfaction of your office.

After years of Lifelock service, I've cancelled my subscription owing to the company's utter indifference to its customers. You have to phone Lifelock to get any response but the "average" wait time, by its own admission is 60 minutes or more. The automated phone response is equally bad: it does not work and you are left listening to a Lifelock commercial for an hour. Successful marketing and outright dishonesty has made Lifelock too big to care for its customers. Hopefully a competitor will soon provide the services Lifelock pretends to offer.

We are writing in response to your letter dated June 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.Mr. [redacted] and I spoke...

at length today regarding his concerns about his father’s account, [redacted].  In summary, his issue was resolved since he wrote to your bureau, and the refund he was seeking has been processed in the amount of $219.89 on June 16th, 2015.  Mr. [redacted] originally enrolled with Lifelock on May 23rd, 2009, and was erroneously renewed on June 14th 2015. Mr. [redacted] son, Mr. [redacted] spoke to Lifelock on June 14th & June 16th.  His account has now been cancelled and his refund has been issued. We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated 05/21/2015 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 the LifeLock...

Ultimate Plus on 04/09/2014. On 05/07/2015 Mr. [redacted] called to state that he was not satisfied with the service that was provided and requested a refund of $29.39.I spoke to Mr. [redacted] on 05/26/2015 and was able to provide additional information on how his LifeLock service works.  Mr. [redacted] has a better understanding of our services.  As a courtesy, we issued a refund of $29.39 on 05/26/2015.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated June 10, 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 February 25, 2014 Mr....

[redacted] enrolled with LifeLock on the monthly plan at $9.00 a month. On May 13, 2014 member changed his billing cycle online from Monthly to Annual. Due to his next billing date being May 27, 2014 we tried to collect payment for the new Annual rate. On May 30, 2014 the payment was successful. Mr. [redacted] then called on May 31, 2014 and switched his plan back to Monthly. 

On June 9, 2014 member called in and requested to cancel his membership. Mr. [redacted] was contacted on June 10, 2014 to explain why he was charged a higher amount due to the change in his billing cycle.  A refund for $93.80 was processed back to the member at that time as well.

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

Sincerely, 

 

Member Services Manager

LifeLock, Inc.

[redacted]

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.I have received this refund today 7/20/16.  Thank you for your service.

Regards,

[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,