Lifelock, Inc.

RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:Mr. [redacted] originally enrolled with LifeLock Ultimate service on September 25, 2011.  Mr. [redacted] called in on April 9, 2015 and was not satisfied with the service provided and requested the cancellation of his...

account. The account was cancelled then reinstated per Mr. [redacted] request.  I spoke to Mr. [redacted] on May 5, 2015 and advised we have a large number of companies in our network, not all merchants participate and on occasion an application may be submitted by a lender or service provider that does not fall within our network.I also advised that depending on a lender or service provider's internal processing procedures an application made within our network may not result in an alert or may result in a delayed alert notification.Mr. [redacted] was satisfied with the response and has chosen to remain an active LifeLock member. We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Member Services 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,

I am very disgusted with Lifelock, Inc...I have been a member for about 10 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 now. They 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 up. When I called I have been informed that under the "Standard" plan they don't stop people from opening accounts up. Ten 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 $100,000 and the "Ultimate Plus" which is $389.00 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 3 kids and was going to have my 7 grandkids put on it. No longer will this happen.

We are writing in response to your letter dated July 31, 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 Mr. [redacted] on August 5, 2015...

in regards to his LifeLock Ultimate Plus account.  I explained to Mr. [redacted] we were unable to refresh his accounts as his financial institution is requiring that he acknowledges the updated terms and conditions of his financial institution. Once Mr. [redacted] logs into his financial institution and accepted their terms and conditions, Mr. [redacted] should be able to reconnect to his accounts.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated August 6th, 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] contacted Lifelock on...

May 5, 2015 to report the death of her mother, our customer, [redacted].  Ms. [redacted] had been a valued member enrolled in our Lifelock Ultimate plan since October 24, 2012.  Ms. [redacted], was asked to send us documents in order to verify her legal representation of her mother in order for us to facilitate the refund.   The required documents were received on or about July 20, 2015, which were then reviewed for accuracy and completeness.  Ms. [redacted] called for a status update and her inquiry was met with an unsubstantiated request for additional paperwork.   I have spoken to Ms. [redacted] and apologized for the process delay and assured her the refund check in the amount of $161.38 had been issued on July 31st, 2015 and is en route to her.  I also informed Ms. [redacted] that we would use her experience as a training and development opportunity. . We hope this resolves the matter to the satisfaction of your office.

I am not [redacted]?  I want Lifelock to quit sending junk advertisements to my e.mail

RE: 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 Specialist 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

[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,

Janet F[redacted]

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 belowMs. [redacted] does not have the facts correct in her response & needs to review them so it is clear in her mind, in order to proceed. No email was sent to me alerting me in any way that there had been a breach on June 10,2014. None. Never. Nothing. However, if my email address was compromised, why??  would Lifelock want to EMAIL ME using that very address that was hacked into? I have requested a history/summary of the event by mail for 2 reasons: 1) I cannot get into my Lifelock acct. at all; totally locked out. 2) I have recv'd letters in the US mail from [redacted] & [redacted] all alerting me to potential hacking or, in 2 instances, actual events that occurred. I also have rev'd by regular US mail all 3 credit reports. And, most important::::Your Lifelock Kit w/my # was sent by you & received by me, in the US mail!Your reasoning for not sending by the US mail is out of step w/how other co's have handled their breaches. LifeLock should be first to alert w/phone call as [redacted] & Dr's office did, followed up w/something in writing so that I can file an Identity Theft affidavit w/Law Enforcement. They want the information that you have. I don't have it. Therefore, am still UNable to take the correct measures that I am supposed to in a situation like this.I did receive a call on 6/23/15 at 1:11pm, & on 6/24/15 at 4:02pm showing 'Unknown Caller' & so did not answer. However, listened to message which was from [redacted] & I returned her call the following day. I was told by [redacted] & [redacted] on the 25th that they could not put me thru. Then they came back & said that [redacted] was out ill. I left word for her on her extension # [redacted] to phone me . No returned call or follow up to that call far as I am aware. I listen to all voice messages that are left me. REGARDLESS of missed calls....and who's out ill & if a mess. was left or not, PLEASE forward a copy of the incident which as I said, [redacted] told me was "mother's maiden name, SS# & email" incident. Why the stalling tactics? Why the delay? It should not take 2 months & me having to file reports various agencies in order for you to perform this simple, but very important, task. If your concern is MY SAFETY then, send it overnight like thousand's of people send their 'important documents'...like Income Tax info. that contains social security numbers.The Revdex.com should remove their logo from your website. They should refuse to allow you to use it. You are not a "Better Business". And, your attitude when it's coming to the aid of their customer's welfare is lacking in every possible way. You are taking a bad situation & making it worse~I expect to receive a copy of my 2014-2015 LifeLock report w/out further begging. Please let me know when to look for it in the mail.Regards,[redacted]

We are writing in response to your letter dated May 4, 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 into the LifeLock...

Ultimate service on January 19, 2014. His account was billed, per his annual renewal agreement, for $275, on Jan 19, 2015.  He called into LifeLock and requested to cancel his service on January 22, 2015.  On that day, his service was cancelled and a refund was scheduled to be issued on March 18th, 2015.  Our billing system was not able to refund the original method of payment, and a refund check was issued instead.  He was contacted today, May 14, 2015, and was advised that the refund was issued by check for a Full Refund of $275 on May 8, 2015.  We advised of the address the check was being sent to is the same billing address used during his time of membership.  Mr. [redacted] advised he will be checking that address for his refund check this week. We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated November 5, 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...

in the LifeLock Ultimate Service on 8/17/14 with a [redacted] promo that entitled him to 10,000 Rewards Points after he maintained his membership for 30 days. After the 30 days, the point may take up to 6-8 weeks to post to his account. Mr. [redacted] filed his complaint during the 7th week of waiting for the points. We were able to manually add the points to his rewards account on 11/13/14. Mr. [redacted] did cancel his account on 10/3/14 during the waiting period for his points. Mr. [redacted] has been contacted today and advised that the points are now in his Rewards Account. We hope this resolves the matter to the satisfaction of your office.

March 19, 2014[redacted]

Revdex.com[redacted] 

RE: Complaint ID#: [redacted]

Dear [redacted]:

We are writing in response to your letter dated March 17, 2014 regarding our member [redacted]...

[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 our LifeLock Ultimate service on February 12, 2013. Over the next year, LifeLock provided all our services, including her annual credit report and scores, monthly score updates, public record reports, and any alerts she may have received. 

On December 31, 2013, LifeLock sent [redacted] a courtesy email to inform her of the recent data breach that affected several million [redacted] customers and provide steps she should take if she discovered her information had been compromised.

On January 6, 2014, [redacted] called LifeLock and requested a full refund of $247.50, basing her request on the fact that she was not alerted when someone tried to use her debit card to make a purchase in another state. LifeLock does not have access to each member’s bank information, and therefore is unable to monitor individual transactions. We will, however, assist our members if their bank holds them responsible for any fraudulent charges.  A LifeLock manager attempted to explain the services and protection to her; however, [redacted] concluded the call by stating that she would call back. 

On February 23, 2014 [redacted] called back and cancelled the account.

On March 19, 2014 we contacted [redacted] and addressed her concerns and explained our services once again. [redacted] understood that the services had been in place for her over the past year, and she had utilized them. We addressed her initial reasoning for signing up and agreed to a refund of $100.

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

Sincerely, 

 

Member Services Manager

LifeLock, Inc.

Dear Dispute Resolution Consultant,
We are writing in response to your letter dated 3/30/16 regarding Jamie K[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. K[redacted] has requested not to receive LifeLock promotional emails. I have confirmed that we have removed Ms. K[redacted]’s information from any LifeLock directs.  Ms. K[redacted] can also contact Direct Market Association Choice for more information about opting out of unsolicited marketing.
 
We hope this resolves the matter to the satisfaction of your office.
Sincerely,
Denise S[redacted]  
Member Experience
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,[redacted]

After numerous requests to cancel, Lifelock charged a new credit card number that was not in its records.  How did Lifelock obtain this credit card information?

Dear [redacted],

In response to Complaint ID# [redacted], I have contacted [redacted], in regards to her concerns regarding the enrollment of her parents into the LifeLock service. She stated that there was confusion in knowing that additional members were...

to be charged a membership fee when adding them during the enrollment process. She requested a full refund of the membership fees.

I have verified that LifeLock has proceeded in refunding her all charges, totaling $495. This action is stated to be acceptable by the member.

Sincerely,

Manager, Member Services

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 07/07/2016 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. Thank you for your feedback regarding receipt of emails from Lifelock. I apologize for any inconvenience this may have caused. I have requested to opt you out internally of our marketing emails. This process could take a few weeks to become effective. In addition, Lifelock does have partnerships with thousands of companies. These companies may offer LifeLock as a benefit and if you are a member of that company, you may continue to receive LifeLock promotions from them.  You may wish to opt out of the Direct Marketing Association to minimize marketing mailers from LifeLock and other companies as well. Any email should also have an opt out option regardless if the email is directly from Lifelock or a partner. The process for opting out of unsolicited mail through the Direct Marketing Association is simple. You can do this yourself for free online or for $1.00 through US mail.•Online: Please go to www.dmachoice.org and fill out their online form.•Mail: If you do not have access to the internet, you may send your request via US mail to:DMAchoice[redacted]Carmel, NY 10512We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N[redacted]Sr. Member AffairsLifeLock, 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,

Dear Dispute Resolution Consultant:We are writing in response to your letter dated March 19, 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 February, 11, 2015, [redacted] enrolled into the LifeLock Advantage Service on an annual plan.  Mr. [redacted] experienced difficulty accessing his account utilizing our website.  On February 19, 2015 Mr. [redacted] called to cancel his membership, but disconnected the call due to dissatisfaction with the service representative he was talking to.  Today, I contacted Mr. [redacted], discussed his concerns and cancelled his membership.   A full refund of $219.89 was processed.We hope this resolves the matter to the satisfaction of your office.Sincerely,  [redacted]Manager, Member ServicesLifeLock, Inc.

We are writing in response to your letter dated 01/23/2015 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 in...

the Ultimate Plus plan monthly on 12/11/2014 with a promo code that provided her with 30 days free and a 15% discount. On 1/10/2015 LifeLock attempted the payment for the monthly plan of $25.49 and was unsuccessful. Once the payment failed Ms. [redacted] was contacted to inform of the missed payment.On 01/21/2015 Ms. [redacted] contacted LifeLock to find out why she was being called and was informed that it was due to non-payment. At that time she requested to speak with a manager where she updated her credit card and payment was taken for her past due amount. The manager proceeded to help her add information to her account. During that process she decided to cancel her service. A full refund of $25.49 was processed on 01/22/2015.I placed a call to Ms. [redacted] on 01/23/2015 and 01/29/2015 to discuss her concerns. I have not been able to speak with Ms. [redacted], but have left her my contact information if she would like to address any concerns with LifeLock.We hope this resolves the matter to the satisfaction of your office.