Lifelock, Inc.

I decided that I would not renew for another year with Lifelock and contacted themI was told by the rep that my account was flagged to not auto renew per my requestIronic that the only unauthorized charge on my credit this year was from the company I had hired to protect me from this kind of thingI just got off the phone with them and my account has been cancelled with the promise of reversal of charges on my credit card within to business daysThey alerted me when *** ran my credit to open an account, but that wasn't worth the yearly fee in my opinionNeutral at this point about them

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, etcI had decided to sign up with Lifelock, Incfor 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 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 meliterally 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

My wife and I signed up for LifeLock in April In June, I opened a credit card account with *** *** LifeLock did not catch the new card being opened The card from *** *** never arrived so I cancelled the account LifeLock did not notice the cancellation of the account Due to the OPM data breach, I have free service for months with another credit monitoring service, CSIDCSID caught and alerted me to the *** *** account being opened
When I went to cancel my service with LifeLock, the cancellation process took way too longI was subjected to repeated sales pitches and then put on hold for five minutes I explained to the rep that I read the information on the LifeLock web site and really did not want to keep my serviceThe pressure continuedThe messages while I was "on hold" were continued scare tactics
Seriously, I can't recommend LifeLock either for the service they say they provide or their customer service

RE: Complaint ID#: Dear Dispute Resolution Consultant, We are writing in response to your letter dated 6/27/regarding *** ***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 attempted to call *** *** on 6/27/and 6/28/I will be able to further assist him to cancel his accounts but for security measures I need to speak directly with himMy direct contact number is 1-800-543-3562, when the announcement begins press 8, then press 1, then my direct ext We hope to resolve the matter to the satisfaction of your office and the member Sincerely, Debbie N*** Member Affairs LifeLock, Inc PLEASE NOTE: LifeLock will never require you to provide personal, financial or identification information on a LifeLock-initiated callIn 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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 yrOn occasion when I had gotten the message relating to the invalid credentials, I was informed to check with *** & they had verified it was on Lifelock's endI was then informed by Lifelock to delete the info & add it again which had worked for awhileI had gotten the email again this month & had contacted them prior to making the complaint with the Revdex.com & they claimed they couldn't helpA mgrby the name of *** had responded to the complaint & when I had called her back on 5/* 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 backI did on the & spoke to Ms*** (another mgr.) who informed me *** was in a meeting & would call back when she was available & I infomed Ms*** if I couldn't be called back on the same day I would be available the next day after 12pm On 5/prior to getting the email from Ms***, I tried calling around 3pm since I haven't gotten the callback yet & was informed an update would be given in 24-hrs& no info could be given on the callback.*** finally did call back & informed me "Lifelock is not responsible for the issue & no refund can be given.Regarding Ms***'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/but there is also a pending transaction which shows they took it backAs you can see from the screenshot of her email, she did advise me to respond within 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 herShe also wasn't very helpful when I spoke to herThank you for the the opportunity for me to respond & have a good weekend.Regards,*** ***

We are writing in response to your letter dated 04/16/regarding *** *** **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.*** *** **enrolled in the LifeLock
Standard Service on a monthly basis on 12/17/On 02/27/Mr*** upgraded his account online to the LifeLock Advantage ServiceWe attempted to collect payment on 03/16/and 03/28/for $as his monthly chargeOn 03/17/notice of the declined payment was sent to MrLarsonThe payment was successful on 03/28/2015.Mr*** contacted LifeLock on 04/01/due to the chargesWe cancelled and requested copy of his statement to show the overdraft feeWe received and attached to his account on 04/03/A check was sent for $on 04/06/to the on file with LifeLockOn 04/08/a call was placed to Mr*** to inform of this.I spoke with Mr*** on 04/27/and he advised that he moved at the end of March and the address on file was incorrectHowever his mail is being forwarded to his new addressProper steps have been taken to ensure Mr*** receives his refund.We hope this resolves the matter to the satisfaction of your office

We are writing in response to your letter dated May 4, regarding *** ***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.*** *** enrolled into the LifeLock
Ultimate service on January 19, His account was billed, per his annual renewal agreement, for $275, on Jan 19, He called into LifeLock and requested to cancel his service on January 22, On that day, his service was cancelled and a refund was scheduled to be issued on March 18th, 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 $on May 8, We advised of the address the check was being sent to is the same billing address used during his time of membership Mr*** 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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
Amanda ***

We are writing in response to your letter dated 01/23/regarding *** *** 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. *** *** enrolled with LifeLock in
the Ultimate Plus plan monthly on 12/11/with a promo code that provided her with days free and a 15% discountOn 1/10/LifeLock attempted the payment for the monthly plan of $and was unsuccessfulOnce the payment failed Ms*** was contacted to inform of the missed payment.On 01/21/Ms*** contacted LifeLock to find out why she was being called and was informed that it was due to non-paymentAt that time she requested to speak with a manager where she updated her credit card and payment was taken for her past due amountThe manager proceeded to help her add information to her accountDuring that process she decided to cancel her serviceA full refund of $was processed on 01/22/2015.I placed a call to Ms*** on 01/23/and 01/29/to discuss her concernsI have not been able to speak with Ms***, 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

Response Attached

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
Benjamin P***

see attachment

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

Disingenuous registration and sales
Registered myself and my wife for lifelock ultimate plus last monthAfter filling out the all required information, I was charged ~$for a years paymentOne month later, I was charged ~$again for my spouse who I was told got days free protection when I signed upVery deceptive business practice that was never clearly disclosed when I initially signed upVery dissatisfiedWill never use them againBuyer beware

I signed up for a lifelock trial years ago, at first they were greatThey notified me of everythingI stopped the service after the trial period and did not hear from them anymore and also received no mailI of course was sure they had stopped taking my money out of our joint accountOur, which is my husband and IMy husband had called them and tried to cancel it a few times.The first time I do believe they stopped taking the money out of the account probably just for a month or two however they started again and he called to try to cancel it again for meI was going through having bone graphs for an almost severed spinal cord from a car accident in my C Spine at the time He noticed the other day that they had started taking money out again and had called them yesterday trying to cancel again which he had asked to talk to a supervisor and was actually told by them they could not do anything about thatThat he would have to dispute the charges with the bankI get that he isn't on the account with lifelock, but he is on the joint checking account and when I called today to cancelI had to argue with them to get it cancelled when I am the only one listed on the account with lifelockI actually had to build a case against their company about why I wanted to drop them and it took them a minute to catch onI told them they were basically just taking my money and providing no serviceThey replied there had been no inquiries to report onWhen I told them that my husband calling to cancel my account multiple times constitutes an inquiry on my safety and I should have been notified at least once that someone they didn't have on my account kept calling and they did not report it to me meant to me they were not doing their job they were just collecting monthly fees and not even mailing anything like they did in the beginningThey said they would stop so I will wait and see

Dispute Resolution ConsultantRevdex.comN12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: ***Dear Dispute Resolution Consultant,We are writing in response to your letter dated June 4, regarding *** ***LifeLock is committed to providing a world class
experience to all of our members, including the resolution of any complaints regarding our products or services.On May 23, 2016, *** *** enrolled into the LifeLock Ultimate Plus PlanOn the same day the member decided to cancel her accountMs*** stated she received a deposit from LifeLock on May 23, in the amount of $and a charge from LifeLock on May 23, in the amount of $Member stated on May 25, she called about her refund and was told it would be expeditedOn May 27, member called back and was told the refund had not been processedOn June 3rd, member spoke with a LifeLock manager and verified that LifeLock had processed a refund on May, and it could take up to seven business days for the bank to process.On June 6, 2016, we reached out to Ms*** to verify if she had received her refundMember stated she had not received it yetWe advised it can take up to seven business days for the bank to process the refund, we would call her back on June 7, 2016. On June 7, 2016, we reached out to Ms*** and let her know we had processed a refund on May 23, in the amount of $and May 26, for cents for a total of $Ms*** said she did not understand since on her bank statement it showed a deposit and then a charge on May 23, I tried to explain to the member that we did provide the full refund, but member stated we did not and hung up. We hope this resolves the matter to the satisfaction of your office.Sincerely,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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*

I have been with Lifer Lock for year I live in South carolina and last year their Department of Revenue was hacked Because of the the state was offering free credit monitoring Mt attitude was when something is for free, it is not really the best, so I joined life lock I recemntly increased my credit line with a company who asked if is was ok to acess my credit report which I gave permission for Three days later I had an email and snail mail that ny credit report was acessed and that I should contact them to advise if it was legitimate So kudos to Lifelock I just renewed my membership and the only negative is that I had to scour the internet for a promo code to obtain the discount for another year I find and some of the codes were not valid according to lifelock The agent blamed it on the sales department I am happy with the service but find the begging for the promo codes a little demeaning But I do recommend the company, just research out the cost, it is the responsibilioty of the consumer

8/31/2016 Dispute Resolution Consultant Revdex.com N12th Street Phoenix, AZ 85014- RE: Complaint ID#: *** Dear Dispute Resolution Consultant, We are writing in response to your letter dated 8/30/regarding *** *** 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*** enrolled in our Lifelock Standard Service on Aug22, He was billed annually for $Part of the service provided is Lost Wallet Protection - A Lost Wallet Protection agent will help cancel or order credit or debit cards from a lost or stolen walletCoverage includes: credit and debit cards, driver’s licenses, Social Security cards, insurance cards (pictures, cash and cash equivalents excluded)There is a place on the member’s portal that they may enter up to major credit cardsShould the member carry more or have gas or store cards we do suggest they record those on their ownIn the event of loss or theft of their wallet the agent could quickly contact those companies to assistI am sorry that the information conveyed to Mr*** was not explained or communicated correctlyA refund in the amount of $was credited to his credit card on Aug30, Please allow 3-business days for the institution to post to his account We hope this resolves the matter to the satisfaction of your office Sincerely, Debbie N*** SrMember Affairs Specialist LifeLock, Inc