Lifelock, Inc.

I received an e-mail from Lifelock on April 15,2016 titled Lifelock Notification : Black Market website activity. The e-mail advised me to log in to my account and look at the notification. I did. The notification was dated August 22,2015. I am receiving this on April 16,2016 8 months later. The notification informs me "LifeLock detected a piece of your personal information being sold online. " It then asks me to "Carefully review the REPORT on this page. Pay particular attention to matches on your Social Security number, credit card or bank account numbers and PINs. A match or partial match may indicate that your personal information is being sold online." There was no report on the page. So I called Lifelock on April 15,2016.. I spent 30 minutes on the phone talking to the Lifelock representative. She repeatedly put me on hold going back and forth. I had three concerns: 1- Why did I receive this notification e-mail 8 months after the fact ? 2- Where is the report mentioned in the notification in my :Manage Alerts section Lifelock refers to ?, and 3- Do I have a problem with my identity being compromised. The representative did not know and could not answer any of these questions. I asked for this to be escalated. She did not. I suggested she talk to her Information Technology group. She said they were not involved. She asked me for the last four digits of any credit card I could remember ? I gave her those numbers of the ones in my wallet. I asked would I get a phone call resolving this matter ? She said that or an e-mail. I asked by when ? She said 48 hours. I informed the representative that this was serious enough to warrant a phone call. It has been almost 72 hours. There has been no phone call, no e-mail and nothing on my account as an update. Is Lifelock negligent or is their product a fraud ? I don't know, but I am worried about my account and Lifelock has very poor customer service.

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,

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.

I quit and shutdown my LifeLock acccount yesterday, Sept 12. I had my son and myself on this service and when I no longer needed to protect him I had the account reduced to only cover me. Now, that should change $25 + $25 = $50 per month billing down to $25 per month. They did not adjust this and I complained last month and they did it again this month. The service gal lied straight up, saying there are two active accounts but I took a screen shot as evidence, showing only one. I CANNOT trust them, I think they may be OVERBILLING 100,000 accounts or more and believe investigation by new media and government agencies and individuals who can rally billing problem attorneys for a class action suit needs to be in place. They DO NOT LISTEN to reduce or remove an account -- their tactics are so like companies who never let you delete your account or data. I sent a hand written letter, per their orders, to [redacted] have my data shredded. Really, a suite? Seriously, do they even know what data shredding means?
I DO NOT TRUST THEM if they cannot even get a simple billing program to work -- or -- they are intentionally allowing the over billing -- the government agencies have to investigate this.

I tried to cancel Lifelock and when I called their number I was put on hold for over 45 minutes, listening to how lifelock helped them with they identity theft. After 45 minutes a representative came on and said he had to verify that I was the person with the account, he started by asking the normal questions that I of course was able to answer, phone number, address, mother's maiden name, etc, then he said I still need more verification, so he started asking me questions that took place over 10 years ago, like what was your post office box that you used, well I only used it for couple of months and did not know the number,, well, then the rep said, I can not cancel your membership because I can not verify you. Now I get a email asking to go to another site and cancel. Well, my credit has expired and it really doesnt matter whether they cancel me or not, they are not getting any more money from me. So if you want to cancel your lifelock membership, you have to cancel your credit card.

On Jan. 31., 2016 I realized my social security number had been compromised. After seeing commercials on TV and online information about LifeLock, I enrolled. I then called and spoke with an employee who told me that anytime my number was used I would receive an alert. On April 1, 2016, I applied for an auto loan and used my ss number. One day later I had not received any alerts. I called and spoke with an employee who now informs me that Lifelock only checks a percentage of transactions when ss numbers are used. What I paid for is not what I received. I am very disappointed. I thought I was secure with them.

Review: My [redacted] Bank statement for 8/2013 shows a charge to my account by this company (see below), which generated an overdraft fee. I did not make this charge or authorize the tranaction. The company was contacted by phone and refuses to address issue. They left a phone message and when I called the number the extention the customer service person left does not exist.

08/20/2013 Overdraft Item Fee (35.00) [redacted] AZ (24.36) (23.08)

Totals (this page): Transactions: 2 Debits: (59.36) Credits: 0.00Desired Settlement: I would like a refund in cash (to me or the bank under my name and account) because I do not want this company having any further access to any of my account.

Business

Response:

We are writing in response to your letter dated September 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 September 14, 2013, we contacted Mr. [redacted] to address his issues. A search of our active systems located the charged amount associated with Mr. [redacted]’s credit card. We canceled the account and issued a refund to Mr. [redacted]. In conjunction with refunding the requested amount of $59.00 we refunded an overdraft charge that Mr. [redacted] was responsible for. In total, a refund of $90.64 was credited to Mr. [redacted]. Which will appear on his statement within 3-5 business days. Mr. [redacted] was appreciative of our efforts on his behalf and glad that he was working with such an honest company.We feel we have addressed the members concern accordingly and hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted]Resolution ManagerLifeLock, Inc.

Review: I purchased a one year subscription to try the service, since they garanteed a risk free 30 day trial. I tried to add my credit cards but most were not able to be activated. I sent an email requesting to cancel the next day, but was informed I had to call them directly. I called answered their security questions, requested them to cancel my subscripition, was transfered to another person who refused to even entertain the idea of letting me cancel. I contacted my credit card company to refute the billing, I sent in the form, they sent me a form requesting more information, I had to respond within 10 days. I have been on a bussiness trp for the last 16 days and missed the deadline I have requested [redacted] in dispute resolutions to exted my deadline, but have had no response.

I have had to order new cards and changed my passwords to make sure this company cant access my accounts, as they are the people to watch out for. had they closed the account I may have tryed again in the future, but now know how they really are, cheats.Desired Settlement: close the account, my spam filter is filling up with crap from them.

Business

Response:

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.

Review: I signed up for Lifelock to monitor my monthly credit score from [redacted] and it's been life more than five months now that my score still fixed to 692 based on LifeLocks website. Then I recently checked, myself, the website of [redacted] and they are reporting a different and higher score compared to the score being reported by LifeLock. I feel they are not really monitoring my scores and feel that their service is not at par our agreements. So I called them to cancel my account today and spoke with rep [redacted] she explained the benefits of having a LifeLock and everything that they do to protect my privacy but when I said "okay so can I cancel my account now?" she put me on hold and never notified or answered me back. I called LifeLock again and spoke to her and demanded my cancellation request and gave me a call ref # [redacted] and said I will have a refund and will receive a letter regarding the cancellation.Desired Settlement: cancel my lifelock account immediately and destroy my personal files that I have submitted and give assurance that they will not use my recorded identities on any manner or forms without my knowings and approvals and give refund.

Business

Response:

October 15, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Dear Ms. [redacted]

We are writing in response to your letter dated October 6, 2013 regarding [redacted] LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.

Mr. Jommel [redacted] enrolled with the LifeLock Ultimate plan on March 18, 2013. Mr[redacted]’s issue was that the credit score he obtained from LifeLock differed from the score he received from the credit bureau. LifeLock uses the TransRisk scoring model which is based on the scaling system used by most lenders when they evaluate credit. Since each credit file contains slightly different information, the score varies.

A LifeLock Resolution Specialist has unsuccessfully attempted to contact Mr[redacted] several times to discuss his concerns. Our records indicate that Mr[redacted]’ account was canceled on October 6, 2013, and a pro-rated refund was processed, which could take up to 3 to 5 days for the refund to post to his account.

Mr[redacted] also requested that we destroy his personal information from our active systems. To address this issue, we need a written and signed request from Mr[redacted], which can either be faxed (fax # ###-###-####), or mailed to our address at [redacted], Attention: Legal Department.

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

Sincerely,

Resolution Manager

LifeLock, Inc.

Review: I have tried contacting customer service at ###-###-#### and ###-###-#### 8 times. I was only able to get through the call prompts twice. I got operators [redacted] and [redacted] who both claimed they couldn't hear me and hung up. I've tried calling on 3 different phones at 2 different residences. I've tried called at 11am and at 730pm. There is no customer service. I got ahold of an online representative, [redacted], on the sign-up website who would only refer me to call the same phone numbers. I've sent a contact request which hasn't been returned. I want to cancel my membership. I will not do business with a company that provides no customer support.Desired Settlement: I want my membership cancelled. I would also like a refund on my August membership fee since I am not receiving acceptable customer support from anywhere in the Lifelock Company.

Business

Response:

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

These guys are crooks. The $9.99 offer is a bait and switch scam. I was billed more than twice that amount after the 30 days was over. At no time did they say or show me that that the plan in fact was a higher plan that would be more. The plan for $9.00 is almost no coverage at all. I now have a plan with all the same coverage for $75 a year with all the same coverage. This place is a rip off.

Review: I have had LifeLock protection/surveillance services since May 2014. It was paid for by my Dr. who had a breach in his files.

May 10th of 2015 I phoned LifeLock to ask abt their renewal that I'd recv'd by mail. At that time I spoke to [redacted] & asked her to mail a copy of my acct. summary/history/events. She said that they are NOT able to send it. When I asked her to look at her screen to see if there was any breach she told me, "yes. On 6/10/2014 there was an incident where your mother's maiden name, SS#, & email address was sold on the Black Market".

I recv'd NO written/phone call from them notifying me that THEY'D allowed that to happen. Furthermore, I mailed

a written request to LifeLock dated May21, 2015, asking for all the details they have re: this breach. I recv'd NO reply.

I phoned on 6/3/15 & spoke to [redacted] & [redacted], one was a supervisor who told me I am NOT entitled to have any summary/details of the breach of my personal info.

THIS IS MY PERSONAL IDENTITY INFO. THAT LIFELOCK WAS BEING PAID TO MONITOR & ALERT ME OF IF ANY NEFARIOUS EVENTS OCCURED!

This company has not performed as contracted to.

It did not provide the promised service whatsoever.

It is deceptive & allows one to believe that they will take action immediately.

And...It has let my private identifying data be loose for over a year.Desired Settlement: 1) I want a copy from LifeLock of all & every fact involving this BREACH of my private & pertinent data leak.

2) I want dates, AND...exactly HOW THEY KNOW that it was "sold on the black market".

3) They need to fix this.

4) They owe the annual service fee back to my Dr. who paid for it.

Business

Response:

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.

Review: About 5-6 mos ago I called LIFELOCK to start service. The person I talked to about service told me I could call back later to change the date the money would be charged to my account. I called back at the end of the introductory period and the person told me that the date my account was charged was determined by the date I started service. I told that person I wanted to cancel service. After that conversation I found that my account was charged $29.95. I called to complain that my account was charged and to refund $29.95 and please for the 2nd time to cancel service. Today I called my bank today and found that my account had been charged $29.95 and had been charged for the last 3 months and racked up $60.00 in over-draft fees. I thought this business was to prevent identity theft. I tried to call before making this complaint and was on hold for 10 minutes with the cancellation dept--I guess they have a lot of cancellations because of obvious reasons.Desired Settlement: Refund all monies charged, bank service fees, restore credit.

Review: I called Lifelock on Feb. 20,2016 to sign up for service. I gave all the rep all my information including my credit card, and I was told that I would get a welcome email which would enable me to complete the web sign up. I never received the email, so I called on Monday 2/22/16. I was told there was no record of my signing up and I did not have an account. When I asked for a manager I was told I would get a call back.

The call came today, 2/23/16, but it was left on my voicemail. The person did not clearly speak her name, and she just gave me the general number to call. After calling twice and getting put on hold for 5 minutes the first time and disconnected the second time, I gave up.

I am upset because someone at Lifelock was given my social security number and my credit card and they cannot tell me what was done with this information. There should have been some kind of record of the call.Desired Settlement: After this experience, I would not consider signing up with this company.

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: I received an email from LifeLock on 6/2/2013 stating that my bank account would be charged $589.88 on 7/2/2013. Upon checking my bank account later in the day, I noticed that $589.88 had been charged to my account. I called LifeLock Member Services to cancel my account since I had been charged 1 month in advance of the date given in the email by LifeLock. The customer service representative apologized for the mistake, cancelled my account, and I was told that my refund would be processed. I checked my bank account today 6/4/2013 and the charge was still in place. I called LifeLock Member Services once again and asked for the status of my refund. I was told that the refund would take up to 30 days and that since I had cancelled my account, nothing could be done to expedite this. I then asked if LifeLock would reimburse me for any overdrafts occurring during the period while I was waiting for my refund and the customer service representative told me to send in a bank statement to LifeLock. I called back minutes later and spoke to a different customer service representative than before and explained my situation. He said that the refund could take up to 30 days and that he would put in a request to billing to expedite the process.Desired Settlement: I would like my money back and answers to the below questions.

1. Why was my bank account billed on 6/2/2013 when the email that I received from LifeLock stated that it would be billed on 7/2/2013?

2. Why do I have to wait up to 30 days for a refund for a payment that was prematurely withdrawn from my account?

3. To whom should I send my bank statement in order to be reimbursed for any overdraft charges?

4. Which of the two, if either, customer service representatives that I spoke to today is telling me the truth? Either nothing can be done to expedite my refund or a request has been sent to billing to expedite my refund. These statements are mutually exclusive and cannot coexist if true.

Business

Response:

June 10, 2013

Ashley Harris

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

RE: Complaint ID#: [redacted]

Dear Ms. Harris:

We are writing in response to your letter dated June 4, 2013 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.

Mr. [redacted] sent an email to LifeLock on June 4, 2013 requesting that his LifeLock account be cancelled and that the most recent charge be refunded. A Resolution Specialist reached out to Mr. [redacted] and confirmed that his LifeLock account has been cancelled and he received his full refund of $589.88.

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

Sincerely,

Resolution Manager

LifeLock, Inc.

Review: life lock ultimate member here tryed checking credit score and it failed they asked me if I ever had loans our credit cards in my name I sad no and they said I need to fax info over that is not necessary for me because all I wanted to do was check my credit score and I asked them to reset the quiz they failed and they rude to me on the phone and could not here them eitherDesired Settlement: life lock ultimate member here tryed checking credit score and it failed they asked me if I ever had loans our credit cards in my name I sad no and they said I need to fax info over that is not necessary for me because all I wanted to do was check my credit score and I asked them to reset the quiz they failed and they rude to me on the phone and could not here them either I provided enough info when I set up the account originally ive never had no loans our credit cards in my name what so ever

Business

Response:

May 25, 2012

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

RE: Complaint ID: 9631871

Dear Ms. [redacted]:

We are writing in response to your letter dated July 23, 2013 regarding Mr. [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any matters regarding our products or services.

On July 20, 2013, Mr. [redacted] was enrolled in LifeLock Ultimate. On July 22, 2013, Mr. [redacted] called to report he could not view his credit score online. He was informed that due to his lack of credit history, we require documentation to assist us in authenticating his account.

On July 24, 2013 a LifeLock Resolution Specialist contacted Mr. [redacted] and explained that because he failed the authentication questions, we needed him to provide documentation to enable us to provide the credit score to him and to ensure that we are not releasing his information to someone other than himself. Mr. [redacted] refused to provide the required documents or to discuss the issue further.

Sincerely,

Resolution Manager

LifeLock, Inc.

I subscribed to Lifelock last year under the impression that, as advertised, the company would notify me if there was activity using my personal information in order to detect possible identity fraud. Since that time I have moved and changed the address on almost all credit accounts, had credit approved for a lease for a rental, purchased a vehicle, and who knows what else as I went through a divorce.
In that entire time I NEVER received a notice there was activity using my personal information, although that is exactly what the company had advertised it would do.
When I talked to a company representative, I was told those banks aren't in our network and car loans aren't always counted and... basically they didn't do what they said they would do.
I would not recommend this service to anyone. I wasted my money and received absolutely no service.

LifeLock took my money for many many years then when I needed help with identity theft and my hard earned money stolen thru fraudulent checks, they turned their backs on me and basically told me I had to take the thief to court even though he was locked up in jail! They are worse than the criminals they claim to protect us aganist. This company is fraudulent, do not let them steal your money and rip you off like they did to me!

Review: I have been alerted by Life Lock that my accounts are in being compromised on the Black Market. Having made over 4 phone calls and many emails I cannot access my files, change passwords on their website or get a representative on the phone. Please help me with how to proceed cancellation of my policy or how to speak to someone who will help with pressing concerns.

[redacted]Desired Settlement: Cancellation of policy. I do not trust this organization with my privacy and information.

Review: I received a letter from LIfe LOck dated 1/21/14. The information in the letter indicates my AMEX account would be debited on --2/20/14 -- for $148.50 TO RENEW MY LIFE LOCK SUBSCRIPTION . BUT I MUST CONTACT LIFELOCK BY 2/20/14.

I CONTACTED LIFELOCK , SPEAKING WITH LIFELOCK CUSTOMER REP .RICK, BADGE # [redacted] -LIFELOCK TRANSACTION # [redacted] .

ON 2/18/14 ----INDICATING I DO NOT WANT TO RENEW WITHLIFELOCK. According to AMEX and my hard copy JANUARY 2014 BILL, LIFELOCK charged my AMEX account $148.50. ONE MONTH BEFORE THE DATE INDICATED IN THE 1/21/2014 RENEWAL LETTER I RECEIVED FROM LIFELOCK..

I INFORMED AMEX of this FRAUDULENT CHARGE. Amex ASSIGNED MY COMPLIANT UNDER Case # [redacted]. Amex has a copy of the LifeLock letter indicating 2/20/14 as the date my Amex card would be debited- NOT ON 1/20/14 WHEN LIFELOCK ACTUALLY MADE THE RENEWAL CHARGES OF $148.50.

In other words LIFELOCK ALREADY DEBITED MY AMEX CREDIT CARD WITHOUT MY NOTIFICATION AND/OR APPROVAL ON 1/20/2014 - ONE MONTH BEFORE THE DATE LIFE LOCK INDICATED IN THEIR 1/21/14 LETTER .

THIS LIFELOCK 1/21/14 LETTER IS AVAILABLE AS A DOCUMENT SUBSTANTIATING MY COMPLAINT. IF REQUESTED, I WILL SEND THIS LETTER TO THE Revdex.com

I CALLED LIFELOCK AGAIN SPEAKING [redacted] TRANSACTION#[redacted] . [redacted] WHEN ASKED REFUSED TO PROVIDE HER BADGE #. DISCUSSIONS WITH [redacted] DID NOT RESULT IN DELETING THE FRAUDLENT LIFELOCK CHARGES. AMEX STATED THEY WILL INVESTIGATE THIS CASE FURTHER.

I have registered a complaint with the State of Colorado Attorney General's office. They did accepyt my complaint but also asked me to contact the approrpiate AZ Attorney General office as well ., As of date, I Have not registed a complaint with AZ yet. My neurological disablity limits the time I can do most tasks.

Business

Response:

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.