Lifelock, Inc.

DO NOT, I MEAN DO NOT BUY THIS SERVICE!! Its just like all the other SCAMS out there!! I signed up June 10th 2016 with a promotion code that was supposed to give me the service for FREE for 30 days, yet took out 25.00 on my account the same day!!! and when I tried to log on I was told I had the wrong pass word so of course I tried resetting it and it took me 2 weeks of trying every other day to finally get in but wasnt allowed to see anything so I cancelled my "service" on june 30 2016, and called in to speak to management, after 3 phone calls and holding for a total of 1 hour and 17 min I was able to talk to a mnger and told her of my experience, and told her I wanted my money back she said I was on a promotion code for 30 days free!! wt??? I then explained to her I was charged 25.00 and she said well it hasnt been 30 days yet so I should get that money back.... hmmmm sounds like all the rest of the scams out there!! but im gonna wait ... so while I have time on my hands ill be going to every website and the Revdex.com and let EVERYONE KNOW THAT THIS IS A SCAMMMMMMM!!!!

Dear Ms. [redacted], We are writing in response to your letter dated 07/03/2015 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 05/03/2014 with the LifeLock Ultimate Plan Annually. As of 07/02/2015 Ms. [redacted]’s account has been cancelled per her request. I have reviewed Ms. [redacted]’s account and listened to her enrollment call. Ms. [redacted] spoke with an agent to enroll who explained how LifeLock works.Ms. [redacted] was informed she would need to pass a short online authentication quiz to verify her identity in order to receive her credit report, scores and alerts. Including those received if detected that information on her current checking or savings accounts were being changed. According to Ms. [redacted]’s account this quiz was never taken in order to activate all of her services.I was not able to find a call from Ms. [redacted] in the month of April from the phone number that we have on file. I attempted to contact Ms. [redacted] on 07/06/2015, 07/07/2015 and 07/10/2015 to obtain any additional numbers she would have used, but was unable to speak with her. Voicemails have been left with my contact information if she wishes to contact me.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Account Operations ManagerLifeLock, Inc

We are writing in response to your letter dated March 2, 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...

May 1, 2011.  Due to a financial hardship, Mr. [redacted] attempted to call LifeLock on Jan 10, 17, 24, and also February 28, 2015 to cancel his membership, but was unable to connect to a representative.  He was also frustrated with our hold music.  On March 6, 2015 I spoke with Mr. [redacted] regarding his concerns.  I cancelled his account and provided an additional $30 refund to make up for the last 2 months of his active membership he wasn’t wanting.  I have also forwarded his concern with the hold music to the team controlling it.  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 February 2, 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 Advantage service on January 8, 2015.  On February 2, 2015, he called and canceled his membership because the service was not what he envisioned.  He requested full refund.  LifeLock has since cancelled his membership and issued a full refund of $229.00.  We attempted to reach Mr. [redacted] to discuss the issue but were not able to.  We hope this resolves the matter to the satisfaction of your office.

October 19, 2014Revdex.com[redacted]RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:We are writing in response to your letter dated October 18, 2014 regarding [redacted].  LifeLock is committed to...

providing a world class experience to all of our members, including theresolution of any complaints regarding our products or services.[redacted] was enrolled on August 23, 2012 in our LifeLock Basic plan at $10 a month by her husband [redacted]. On October 8, 2014 Mrs. ** called to cancel her account, but was unable to answer her security questions to access the account.I spoke with Mr. [redacted] on October 19, 2014 and explained LifeLock’s commitment to protecting our members’ information and the importance of taking additional steps to verify one’s identity. We were able to come to resolution and get the account cancelled appropriately.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.I do not agree with how they made it sound like they replied to the shredder request inquiry because I did not receive a reply to that until a couple days ago.  [redacted] has taken care of that though and said I would receive it once it is in stock because it is on a back order.  (That is fine.)  I have decided to give LifeLock a chance.  Thank you Revdex.com for your help in this matter.  I appreciate your assistance and that Lifelock has replied and I will contact them through their secure message portal on their website from now on as they have advised.Regards,[redacted]

We are writing in response to your letter dated August 20, 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.Upon receipt of your letter, we contacted...

Ms. [redacted] and discussed her issues.  We explained to Ms. [redacted] our process for opting out our members from Pre-approved credit card offers, which we implemented twice for Ms. [redacted] during her membership.We discussed with Ms. [redacted] our information security program that is designed to provide protection of member data.Pursuant to her request, Ms. [redacted]’ account was canceled.   As a gesture of good will we issued a full refund of $160.00.Sincerely,[redacted]Manager, Member Services[redacted] MobilePLEASE NOTE: LifeLock will never call you to ask for personal information. For your protection, if we need to collect information, we will always ask you to contact us at [redacted] (###-###-####) or provide your information via our website at [redacted].

I placed an outbound call to [redacted]. We discussed his concerns and frustrations with LifeLock. I advised that LifeLock will take into full consideration his suggestions and feedback for a clearer understanding of our business process and practices. We discussed how he did receive 2...

alerts from LifeLock in November of 2013 that were credit related. Per our discussion, member was satisfied with an immediate pro-rated refund from the day of his cancellation on 5/17/14.

Bad customer experience. When you call to cancel, they require you tell them why otherwise they won't cancel. A good UX is no questions asked. Harassing a customer to stay will only make the customer hate you more. Finally, they did not help me. My reason for signing up was my identity was stolen. Because l signed up the day after (because of the theft - why else would I sign up?) - they refused any services. Just know this is a type of insurance against future difficulties and if you are signing up for help in the moment they won't help you.

October 15, 2014 Revdex.com [redacted] 

[redacted] 

RE: Complaint ID#:[redacted] Dear Dispute Resolution Consultant: We are writing in response to your letter dated September 30, 2014 regarding...

[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 with LifeLock on April 16, 2014 in the LifeLock Basic plan provided by her employer. On September 27, 2014 [redacted] contacted LifeLock and provided the details of the payday loans that were taken out. We are currently investigating due to not being able to speak to the member until October 15, 2014. We will respond once investigation is complete. 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 October 6, 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 October 17, 2006 with the LifeLock Basic program on the Annual plan. I have confirmed that Mr. [redacted] was able to successfully speak with an agent on October 6, 2014 and set up his account on a ‘Do Not Auto Renew’. 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 August 20, 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.Upon receipt of your letter, we contacted...

Ms. [redacted] and discussed her issues.  We explained to Ms. [redacted] our process for opting out our members from Pre-approved credit card offers, which we implemented twice for Ms. [redacted] during her membership.We discussed with Ms. [redacted] our information security program that is designed to provide protection of member data.Pursuant to her request, Ms. [redacted]’ account was canceled.   As a gesture of good will we issued a full refund of $160.00.

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.1st of all, this does not address my complaint & is false.The complaint deals with an issue with getting an email to add my financial credentials on Lifelock's site. & getting a connection error as well as a message that stated the credentials are invalid which as I stated have been intermittently getting for about a yr. On 1 occasion when I had gotten the message relating to the invalid credentials, I was informed to check with [redacted] & they had verified it was on Lifelock's end. I was then informed by Lifelock to delete the info & add it again which had worked for awhile. I had gotten the email again this month & had contacted them prior to making the complaint with the Revdex.com & they claimed they couldn't help. A mgr. by the name of [redacted] had responded to the complaint & when I had called her back on 5/26 * we worked on the issue & had deleted the credentials & I started to add them when I had to end the call & told her I would call back to continue & I was informed a refund would be given but I asked her to hold off until I called back. I did on the 27 & spoke to Ms. [redacted] (another mgr.) who informed me [redacted] was in a meeting & would call back when she was available & I infomed Ms. [redacted] if I couldn't be called back on the same day I would be available the next day after 12pm On 5/28 prior to getting the email from Ms. [redacted], I tried calling around 3pm since I haven't gotten the callback yet & was informed an update would be given in 24-48 hrs. & no info could be given on the callback.[redacted] finally did call back & informed me "Lifelock is not responsible for the issue & no refund can be given.Regarding Ms. [redacted]'s email,she informed me that Lifelock had responded & said that a refund had been given & I checked my bank account & saw they did give a credit on 5/28 but there is also a pending transaction which shows they took it back. As you can see from the screenshot of her email, she did advise me to respond within 3 days & gave me her contact info, but when I finally got a hold of her today, then said verbal responses wasn't accepted which makes me wonder why she would ask me to contact her. She also wasn't very helpful when I spoke to her. Thank you for the the opportunity for me to respond & have a good weekend.Regards,[redacted]

See attached letter

Dear Dispute Resolution Consultant,We are writing in response to your letter dated June 22, 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 Ultimate Plus plan on June 09, 2014. On June 15, 2015 Mr. [redacted] called in regards to a letter he received for the renewal of his membership with LifeLock.  In addition, we received Mr. [redacted]’s written response requesting to have a detailed summary sent to him on May 28, 2015. We attempted to contact Mr. [redacted] at that time with no success. For security reasons this information is not sent via mail. Members have access to this information through their online accounts.Mr. [redacted] was sent an email on June 10, 2014 with information pertaining to details surrounding an email address that was found on the Black Market. Mr. [redacted] viewed this email the same day it was received. These notifications inform the member that we found information and do not confirm it was sold. The notification advises the member to change their password when we have detected this information on the Black Market. There are no alerts to a member having any other personal information sold on the Black Market.We attempted to reach Mr. [redacted] on several occasions to discuss his concerns but were not able to reach him.  A call was received from Mr. [redacted] on July 1, 2015, but I was out of the office. I have made another attempt to call Mr. [redacted] again to discuss his concerns however was unable to reach him. In addition, I have left my contact information with Mr. [redacted] so he may call and speak with me.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Manager, Member ServicesLifeLock, 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,

We are writing in response to your letter dated December 14, 2013 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 December 14, 2013 a...

LifeLock Resolution Specialist contacted Mr. [redacted] to address his concerns.  To comply with Mr. [redacted]’s request, his LifeLock account was cancelled and a refund check for $22.50 was requested.   We feel that we have addressed his concern accordingly and we hope this resolves the matter to the satisfaction of your office.Please let me know if you have any questions. Have a wonderful holiday.

We are writing in response to your letter dated 01/16/2015 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 herself on...

12/13/2013 in the LifeLock Ultimate plan using a promo code that provided 30 days free and a 15% discount. She enrolled her daughter using a promo that provided a 15% discount. The minor was charged an annual amount of $66.75 on 12/13/2013 and Ms. [redacted] was charged an annual amount of $234.39 on 01/14/2014. She called on 01/16/2014, to change her plan from the Ultimate plan to the Basic plan. On 02/13/2014, a refund was issued for $138.71 for the plan change. She cancelled her account on 01/14/2015 and informed the agent it was due to price.On 01/14/2015, Ms. [redacted] contacted LifeLock to inquire why she was charged prior to 02/13/2015. 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. [redacted].  I informed her, she enrolled herself on 12/13/2013 and used a promo code that provided 30 days free plus a 15% discount, therefore she was not charged for her account until 30 days later on 01/14/2014.  Since her daughter had a promo code that did not offer 30 days free, her daughter was charged on the enrollment date of 12/13/2014. I confirmed with Ms. [redacted] that a refund for $161.36 for the cancellation and was issued on 01/15/2015, a separate refund of $32.00 was issued on 01/19/2015 for the overdraft fee she incurred.

RE: Complaint ID#: [redacted]

Dear Ms. [redacted]:

We are writing in response to your letter dated April 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. 

Ms. [redacted] enrolled in our LifeLock Ultimate service initially on November 24, 2013 with 30 days free. On December 24, 2014 LifeLock attempted to take payment, but was unsuccessful. On January 4, 2014 member sent in an email requesting an extension on payment due to needing to update her credit card on file. 

On February 16, 2014 Ms. [redacted]’s account was cancelled due to non-payment. On March 8, 2014 payment was taken for $40.73 to cover the membership from December 24, 2013 – February 16, 2013. Our Billing department processed a void on March 8, 2013 for the $40.73 payment.

On March 8, 2014 Ms. [redacted] enrolled herself and a member into LifeLock Junior. At that time she was charged $384.99. This included her Ultimate membership at $275, LifeLock Junior at $65.99 and sales tax for $22.00. 

On April 7, 2014 the account was cancelled per Ms. [redacted]’s request. On April 8, 2014 a refund for $337.13 was processed for the remainder of the membership. Ms. [redacted] was contacted to confirm cancellation of account and refund processed. Acceptance of the refund was received by LifeLock from the member.

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 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. We have removed her from any future correspondence direct from us. In 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[redacted]  Member ExperienceLifeLock, Inc.