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'm sorry that it took Lifelock over a month to resolve this issue.

Regards,

RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant,We are writing in response to your letter dated July 7th, 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] was denied access to her account pursuant to our compliance procedures due to her inability to accurately respond to our identity verification questions.  Consequently, we requested that the member send us identification documents.  Ms. [redacted] and her husband both enrolled with Lifelock on September 18th, 2013, and are currently active members.in our Ultimate Plan.    Ms. [redacted] was unable to accurately confirm the security questions we asked, consequently we prevented access to her account.  After speaking to Ms. [redacted] today, I apologized for the inconvenience and was able to successfully verify her identity for full account access, by utilizing alternate member information.  Ms. [redacted] was pleased with the resolution. We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]

We are writing in response to your letter dated 07/08/2015 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 was able to speak to Mr. [redacted] on 07/10/2015. I explained the difference between alerts he would receive and notifications. I confirmed with Mr. [redacted] that there was one alert regarding an application during his membership and he validated that at the time of the alert. I provided him with the below information in regards to activity on his LifeLock account.Please see attached email that was sent on 06/10/2014 alerting Mr. [redacted] to the fact that we detected some of his personal information on a Black Market Website. We instruct members to view information online as this does not mean that their information was used for identity theft, but there is a possibility their information is being sold online. I have attached a copy of the Black Market Notification Mr. [redacted] would have seen in his online account at the time.In the instance an email is found, we recommend the member change their password. It is up to them if they want to stop using the email address.Mr. [redacted] cancelled his LifeLock account as 06/15/2015. Once cancelled there is no longer access to services provided.The letters received from [redacted] and [redacted] were sent to Mr. [redacted] to alert him that data in the possession of those entities was the subject to a security incident. LifeLock did not send such a letter because our data was not similarly compromised. LifeLock does send notifications to our members on the Ultimate Plus Plan of publicly reported larger scale security breaches. These are not specific to the member. I have attached copies of the breach notifications we sent Mr. [redacted].
I informed Mr. [redacted] that I will be sending him information regarding the types of alerts/notifications along with dates that occurred during the term of his membership with LifeLock. Mr. [redacted] confirmed that this information will suffice.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Account Operations ManagerLifeLock, Inc

1/23/2015[redacted]LifeLock, Inc. [redacted] Dear  [redacted],In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request for a refund of $550.00.  We discussed...

her membership and also how she was paying for her friend's membership [redacted]. She thought that [redacted]’s membership would not be renewing this year.  There was confusion when [redacted] called into the contact center in explaining that she didn't want to continue to pay for [redacted]'s membership for another year. Sense Ms. [redacted] is the cardholder, we agreed to cancel her friend [redacted]'s membership so she can then renew and pay for protection on her own and issue the $550.00 refund she requested.Sincerely,[redacted] Manager, Member Services [redacted] Mobile

RE: Complaint ID#: [redacted]

Dear Ms. [redacted]:

We are writing in response to your letter dated February 23, 2014 regarding our member, [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 October 20, 2012, [redacted] enrolled in LifeLock Basic service at an annual cost of $110.   In January of 2013 Mr. [redacted] changed his plan to LifeLock Command Center, changing his annual cost to $148.50 and changing his renewal date to January of 2014.

On January 20, 2014, Mr. [redacted]’ card on file with LifeLock was charged $148.50 for the annual renewal of his membership. Mr. [redacted] contacted LifeLock on February 18, 2014 to cancel the account.  Pursuant to Mr. [redacted]’ request his account was cancelled and a full refund of $148.50 was issued.

We unsuccessfully attempted to contact Mr. [redacted] to confirm the cancellation as well as the refund and to inquire if he would like to discuss the matter further.

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

Sincerely, 

 

Member Services Manager

LifeLock, Inc.

he funds were not returned to my account in the amount of 29.99. They are claiming that the issue is with my bank; however, that is not the case.

I agree with the part of the resolution that Lifelock sent. The part they did not address was first level customer service. Lifelock's customer service rep :1- Did not know about the separate accounts under one main umbrella account; if so, she never mentioned it.2- Did not escalate the call as I requested once I realized she could not resolve the issue3- Did not  send or call me with a response within 48 hours as she told me would be done. In fact, if I had not sent a complaint to the Revdex.com , I most likely would not have received a call at all.The response makes Lifelock look like it was not at fault ; but was just trying to provide an excellent customer service expreience. That is not close to the case in this instance.[redacted]

Lifelock does not provide the services advertised. After receiving a collection letter on an account that had been fraudulently opened, I contacted Lifelock. They refused to help since no "alert" had been made, presumably an adverse report to the credit agencies. They sent me an "alert" the following day. I had contact with Lifelock three times over a 2 month period, and each time I was assured a fraud investigation would be initiated and someone would contact me. No one ever contacted me. Each time I called, the agent would tell me that no one had opened a fraud account for investigation. They took my $25 per month for several years and did NOTHING to help.

Absolutely terrible experience with Lifelock, Inc. After being a victim of identity theft where my credentials were fraudulently used to apply for numerous credit cards, etc. I had decided to sign up with Lifelock, Inc. for their approximately $20/month plan. From this point forward I was notified one time of a fraudulent credit card application in my name, whereas I was notified directly by American Express and other retailers as many as 5 times, which Lifelock did not catch. I quickly called to cancel and decided to deal directly with the Credit Bureaus. The representative I dealt with asked why I was canceling and after I stated the issue, I was told that fraudulent credit card applications were not covered under my plan. So I continued to ask to cancel as I don't see the logic in paying more money for a more "comprehensive service" when all I was looking for was a very basic alert. The representative then became very aggressive in trying to "upsell" me on other services and continued to push. I finally demanded that I did not want service any longer and asked, yet again, for my account to be cancelled. He then said "you're done" and hung up on me... literally. Not sure if I that means my account is cancelled or he was threatening me. Either way, very misleading experience with a very pushy and rude customer service experience. I still don't know if my account has been cancelled, which it should have been. I strongly recommend NOT TO WASTE YOUR MONEY WITH THIS BUSINESS.

Review: We contacted LifeLock in good faith about last Friday evening, trying to secure our identity. My wife got to a point on line where they stated that they could not identify her even with information given. After talking to 5-6 people they told her to fax a copy of her Driver's license and social security card to them which she did. They then continued to deny receiving it even after we received the receipt that the e-mail with the scans went through. after spending several hours on the phone and on line with them that evening, it was decided that we should go to bed and finish the application process at a later time, which we did. Today my wife went on line to finish the process and again ran into the block saying she needed to call LifeLock, which she did. Again they started claiming they never got the information requested. They wanted the information sent again. After talking to the representative I started feeling this was a scam and told her I was going to call the Revdex.com, at which time she got extremely defensive. I suggested she get with her people to sort the situation out, she refused to do this.Desired Settlement: A letter stating that they will either supply the service requested without further problems or letter stating that our Identities are safe and will be kept safe and to terminate all contact with us. And that they will be held responsible for any loss of Identity. If contact is terminated they will not charge any fees what so ever.

Business

Response:

October 08, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

RE: Complaint ID#: [redacted]

Dear Ms. [redacted]:

We are writing in response to your letter dated October 3, 2013 from [redacted], 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.

A LifeLock Resolution specialist contacted Mrs. [redacted] on October 3, 2013 and assisted Mrs. [redacted] to successfully activate her LifeLock Ultimate service. She now has full access to her identity theft reports and credit alerts. Mrs. [redacted] stated that her concerns were addressed to her satisfaction.

We feel we have addressed the member’s concern accordingly and hope this resolves the matter to the satisfaction of your office.

Sincerely,

Kirk Evans

Resolution Manager

LifeLock, Inc.

Consumer

Response:

[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 been trying to call LifeLock to cancel my membership with them and all the numbers they gave me do not work, a recording comes on saying that these numbers are not in service. I am very tired of trying to reach out to them, I have emailed then asking them to cancel my membership and I have not heard from them regarding this request. Now I am going to write them a letter to see if they will cancel my membership, which is all I want from them.

Review: Yes I notified lifelock that I was changing my plan to the lowest plan they have and they said and also I have a email from them that said I was suppose to have 50.00 back into my account and it has been a week and it has not come in yet. Also I want the 148.50 plus the 50.00 that they suppose of gave me in the account.

PatrickDesired Settlement: I want all the money refund to my account for the amount 148.50 plus the 50.00 on my credit card or I will go higher if I need to!

Business

Response:

July 24, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Re: Complaint #[redacted]

Dear Ms. [redacted]:

We are writing in response to a concern brought to the attention of LifeLock on July 23, 2013 regarding Mr. [redacted]. LifeLock is committed to providing a world class experience to all of our members as well as addressing concerns from potential members, including the resolution of any complaints regarding our products or services.

On 07/18/2013 Mr. [redacted] called and downgraded his membership from LifeLock Command Center. Mr. [redacted] was due a refund of $50, the difference between the two services. Mr. [redacted] stated in his complaint that he did not receive the $50.00 refund for his recent plan change and that he wanted a refund in the amount of $198.50 ($148.50 the membership fee, in addition to the $50 he was expecting).

On July 24, 2013 a Resolution Specialist contacted Mr. [redacted] to address his concerns. Mr. [redacted] requested cancellation of his membership and a full refund. Review of our records indicated Mr. [redacted] was charged of $148.50,. Mr. [redacted] was advised that he will receive his refund of $148.50 within 3 to 5 business days.

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

Sincerely,

Resolutions Team Manager

LifeLock, Inc.

Review: Last year I purchased a one year subscription with LifeLock and paid for it on a credit card. This year after receiving multiple emails and letters in the mail I responded to none of them and then LifeLock ran my credit card number charging me for another year of service without my authorizationDesired Settlement: I would like my money refunded I would like LifeLock to be fined and I would like this to never happened to me or anybody else again . I cannot believe they took the liberty to run my credit card numbers again without my authorization

Consumer

Response:

[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,

Review: First Lifelock is claiming I became a member in 2013.... totally confused on that... Spring of 2014 after receiving my tax return I decided to invest in Lifelock for my family. I was auto deducted a huge payment shortly in that was refunded and the billed again around December for my child’s account. Here we are in January 2014. I received a notice via email stating my annual fee was due for automatic deduction on 2/14/2015. Lifelock had this deducted on January 14, 2015; A full month earlier than I anticipated. To recap I never purchased lifelock in January and the notification was not upheld. I am a single parent who gets no assistance and the weight of the world is on my emotionally and financially. When this charge hit it over drew me. They admitted it is a "known billing issue and very sorry" and are switching to a new system. This issues been ongoing for a year now. They would not let my banking institute know this was their error so I could avoid an overdraft fee generated by their incompetence. I have canceled my accounts with Lifelock. For company who was supposed to help safe guard my information I just feel they made my life harder. I sat in a restaurant with my child and an over drafted account unknowingly. I was very embarrassed. The customer service man was very nice and felt bad, that empathy was nice. Empathy doesn’t fix their “KNOWN BILLING ISSUE” or my checking account.Desired Settlement: I'm not sure there is a desired solution other then they need to fix this billing system and honor the notices they send with dates. This was their screw up - not mine. I don’t want others to do this struggle. The what-if's scare me... What if I didn’t get paid in 2 days and where out of gas or food when they pulled this move. How would I feed my kid or get to work. Lifelock added unnecessary stress and they need to correct their system..

Business

Response:

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.

Review: Life Lock took out $26.99 from my checking account even though the membership was closed and cancelled, but now I will need the $26.99 refunded back to the bank account ASAPDesired Settlement: A refund to the [redacted] checking account for me

A refund of $26.99 returned to my account of [redacted]

Lifelock did not protect me - I had multiple credit inquiries made on me, my ss# and DOB used, my credit card fraudulently charged, several new credit cards opened and a cell phone opened. I ended up freezing my credit reports to get it to stop since putting an alert on file did not stop it. When I talked to someone at lifelock all I got was some circular logic as to how they can't catch everything. The identity theft issue I experienced is part of a very large investigation out of Chicago and now the FBI is also involved. Yet I still get emails from Lifelock saying my credit is safe and since I have not renewed they have sent a few scary sounding voicemails warning me I may be vulnerable, haha! The only way to be truly safe is to monitor your own credit and if needed, lock your credit with the three bureaus. Paying Lifelock is/was a waste of money.

Review: I saw many adverstisements for Lifelock on television and finally a watched a program with an known tv personality that promised Lifelock would protect my identity from being stolen and therefore protect my money from being spent, etc. I called Lifelock and purchased a year of protection. Based on the information in the tv commercials and ads on tv and radio, I believed I was buying a service that would alert me if anyone tried to access my banking or debit card information. What really happened is in December 2013 here in [redacted] where I live there was security breach at the [redacted] stores and I was one of thousands of people whose debit card information was stolen. I was not aware of this until one day I tried to use my debit card and it was declined. I called my bank and was notified that my debit information was stolen and that the bank shut down my debit card to protect my assets. In addition, the fraud department at my bank informed me that very night that someone in [redacted] was at that moment in a store trying to purchase womans clothes with my debit card information. This was especially disturbing to me because I knew I had paid for extra protection from Lifelock for something such as this and I had not heard anything from Lifelock regarding this situation.

I was never ever advised by LifeLock that my debit information had been stolen or that my financial assets were in any danger at all. Since this is the very reason I purchased the Lifelock service, I was very unhappy that Lifelock had not notified me of this very serious situation. When I called the Lifelock company to complain that they had not notified me of this serious financial situation the phone representative said that is not what they do. He said it was my banks responsibility to notify me. I let him know that I believed that is the service I purchased based on the advertisements I saw for Lifelock. I asked him to have someone call me or just simply refund me for the service I paid.

I have not received a phone call from anyone at Lifelock and I have not received any refund.

I believe that the way Lifelock presents its services is misleading because clearly they do not advise you if your identity is being stolen or used by another person. This is exactly what happened to me and the only reason I know is because the fraud department with my local bank told me about it. I obviously paid Lifelock for nothing more than them sending me emails of my credit score or telling me when someone checks my credit which I already know anyway because I am the one to request the credit. Those services are NOT why I purchased the Lifelock service.

I am requesting a full refund as I have been the victim of a debit card scam and Lifelock either did not even know about it or failed to advise me; therefore the advertisements they show offering protection of your identity and assets is false. I paid for a service that I did not receive.Desired Settlement: I am requesting a total refund in the form of a check to be sent to me.

Business

Response:

March 19, 2014

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]. 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.

Review: Lifelock continues to have difficulties maintaining connection with my [redacted] banking accounts (a"Read Only" connection is necessary for them to be able to monitor my account). They had no difficulty doing so during better than on year that I was a customer (I have their premier account). Now they cannot maintain connection, even though they have no difficulty monitoring my wife's [redacted] accounts (one which is a joint account that we both have submitted for monitoring).

I continue to check their site daily to make certain they are connected. If they are not, I resubmit user name/ password to reconnect them.

I have called twice in November and three times in December asking for help. They always tell me "a ticket has been submitted to IT" or someone will call me, but no one ever does. Meanwhile, my protection for my banking accounts is compromised because they cannot see them, and they will not work with me to fix the problem.

Bottom line - I have paid a lot of money for protection that they will not work with me to maintain.Desired Settlement: I need them to deliver the service that they promised. One of the accounts that is being monitored is a debit account - the most sensitive for loss. They promised they would keep me safe. Now I have been exposed for nearly a month and they continue to promise the problem will be addressed every time I call. I need the problem fixed now, or at least an explanation why it cannot.

Consumer

Response:

[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,

Review: Agreed to purchase their [redacted] product for my son. Sales agent said specifically that I could set it up for him (he's away at college), and then turn it over to him. After spending time trying, I received errors stopping me, and telling me to call LifeLock. In doing so, I was informed that my son would have to participate in the setup, and would have to call them. This wasn't acceptable, and not in accordance with what I was told. I decided to cancel his membership (only; not mine), and told them that I would then wait for his return at Christmas to do this together.

The rep told me that I would still be pro-rated for the bill. As this process was NOT what I was told by the sales agent, this should NOT happen. I challenge this on principal. Tell them to listen to the recorded (?) conversation with the sales rep!!Desired Settlement: I can wait to get him setup. I should not pay anything at this time for their inconsistent process and communications amongst their employees.

Business

Response:

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.

Review: LifeLock advertised on TV that if you sign up you will get a 60 day trial period. I cancelled after one day and was charged a partial fee. I called and was told that since I cancelled after one day that is why I was charged. I told them that they had a 60 day free trial. She put me on hold and came back after a few minutes. She told me the same reason again. Then she finally said that I would be credited the $2.66 partial fee and that it would be at the next billing cycle. She then said that it would take about a week. I asked her for a confirmation number and she said that she doesn't have one for this issue. I'm concerned that I was just swept under the rug.Desired Settlement: would like to have my credit card credited with the $2.66.

Business

Response:

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.

Consumer

Response:

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,