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.

Review: Lifelock, I had a credit taken out in my name by my social security number, I did not ok this and Lifelock said there was nothing they can do.Desired Settlement: I want full refund for all the years I have been with lifelock, they did nothing for me at all but tell me they could do nothing when my info was stolen

Business

Response:

RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:Mr. [redacted] originally enrolled with LifeLock Ultimate service on September 25, 2011. Mr. [redacted] called in on April 9, 2015 and was not satisfied with the service provided and requested the cancellation of his account. The account was cancelled then reinstated per Mr. [redacted] request. I spoke to Mr. [redacted] on May 5, 2015 and advised we have a large number of companies in our network, not all merchants participate and on occasion an application may be submitted by a lender or service provider that does not fall within our network.I also advised that depending on a lender or service provider's internal processing procedures an application made within our network may not result in an alert or may result in a delayed alert notification.Mr. [redacted] was satisfied with the response and has chosen to remain an active LifeLock member. We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Member Services ManagerLifeLock, Inc.

Review: A few years ago, summer of 2012 ? I subscribed to Lifelock on behalf of my parents. I opened the account for a year because their home had been burglarized. in August 2013 we called Lifelock and asked them to cancel the service and was told they would. In Sept 2011, we were charged $198.00. We called again, complained and asked them to cancel the service. I thought they had until I received a notice in August 2014 of an upcoming renewal of $198.00. I called them and was informed I could not cancel because I was not on the account. They refused to believe that it was my card even though I read them the info from the card ending in 0808. They told me [redacted] was the card holder. in 91 years of his life, my dad has never even had a card. I told them I would simply cancel my credit card and have another issued to insure they would not charge me again, which I did. but wow! on Sept 20th, my wife's credit card was charged and hers is an entirely different card # than the one I cancelled.. She was livid because she had nothing to do with even opening the account.. Needless to say, we again got my dad to the phone who told them again he never had a credit card and wanted nothing to do with Lifelock. They finally gave us a cancellation confirmation # [redacted] and assured her credit card would be reimbursed by Oct 20th. We questioned why it would take a month and was told, it just would. As of Oct 20th, her card has still not been reimbursed for the fraudulent charge of $198.00. This is a horrible company to have to deal with and their business practices are certainly in question.Desired Settlement: We want reimbursed for the $198.00 that should have never been charged to begin with on 09/20/14 with no further contact from this company. Thank you.

Business

Response:

10/30/2014 [redacted] LifeLock, Inc. [redacted]

[redacted] Dear [redacted], In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request to refund the Annual Membership Fee. We processed an expedited refund today for the requested $198.00. Sincerely, [redacted], Member Services

Review: RE: UNDETECTED BREACH.. On July 17, 2014, someone successfully and fraudulently set up an online account with the social security administration (SSA) in my name with all of my pertinent info. I received a letter from SSA on July 28th asking if I had requested the online account. In response, I called SSA and was informed that someone was in the process of stealing my social security check. They had changed the address info to reflect their address. On August 15, 2014, I received another letter from SSA asking that I confirm a request that was made to change the direct deposit designation bank routing info to a different bank. As a result, I was urged to go in person to my local SSA office immediately or at least before September 2nd or my September check would be deposited into the imposter's bank account. On July 28th I contacted LifeLock to inquire why this breach had not been detected. I was told that this is NOT the type of protection they provide. Upon checking, I discovered that my credit report does indeed reflect activity related to my bank routing changes, but they never notified me of that. In addition, I informed them that I suspected that the breach had occurred at their company. One of the security questions that were answered in the set up of the fraudulent SSA account was a question posted ONLY on the LifeLock site and never anyplace else!! In addition, when I opened the LifeLock account I was told that unsolicited preapproved credit card offers, etc. would be measurably decreased if not totally terminated. However since I have signed up with LifeLock, the numbers of these items have increased almost threefold and it seems that the fraudulent account may have been set up as a result of my signing up for LifeLock and sharing my personal information. It is too much of a coincidence and let down to continue with the LifeLock services so I requested a refund of the (8) months of $20 per month fees I have paid, however I was told that they would cancel the account and no further payments would be deducted.Desired Settlement: FULL REFUND immediately of $160.00 which equals the (8) months of payments made to LifeLock for services not delivered.

Business

Response:

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].

Review: On June 13, 2014, I canceled service with Lifelock after they charged me without permission in the middle of the month. I spoke with a manager who put in an order to have a refund check sent out. He said the check should be at my house no later than 5-7 business days. When the refund never arrived, I called several times a week EVERY WEEK to ask where my refund was, each time being told it was mailed out and they are not in control of the postal service. Here it is July 9th, and I still have not received my refund. Accounts payable just gave word that my refund was actually never mailed out. I WANT MY MONEY!!!!Desired Settlement: Lifelock can pay double. I want a refund of $42 deposited directly into my checking account for the hardship and trouble they have caused, and for the intentional dishonesty.

Business

Response:

Dear [redacted],

In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request for an expedited refund to be sent by check after the cancellation of the membership. We have issued the requested refund and mailed it by [redacted] Overnight Tracking #[redacted]. The package was successfully delivered on 7/11/2014.

Sincerely,

[redacted] Manager, Member Services

Review: I was a loyal customer of [redacted] which was bought out by lifelock inc mid last year. When Lifelock took over [redacted] I lost all information contained in the [redacted] system including all card information and receipts I had scanned in using their service. This change was made with minimal notice and no opportunity to export information from their system. Then on Sunday I received notice that due to a PCI Security issue they were shutting down services for an unspecified amount of time and that all information would be erased from their system including card information and receipts and that the shutdown was effective IMMEDIATELY. This lack of opportunity to take any preservative action on my part, and the companies decision to do a complete data wipe an no opportunity to access my data via alternative methods such as website has now left me with a number of warranty which I had receipts stored on their system for that I have no proof of purchase. This coupled with their prior decision to not cross over data during the merger and my data loss then is unconscionable and inexcusable.Desired Settlement: I want an immediate refund of the fees I paid to [redacted] prior to the transition, I will also be terminating my membership with this agency and will be strongly advising my friends and family to avoid this agency.

Business

Response:

We are writing in response to your letter dated May 22, 2014 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.

Mr. [redacted] was a user of the mobile LifeLock Wallet app. We have determined that certain aspects of the mobile app may not be fully compliant with payment card industry (PCI) security standards. For that reason, on May 15, 2014 we removed the LifeLock Wallet application from the [redacted], [redacted], and [redacted], and when users open the LifeLock Wallet, their information will be deleted in the app. This does not in any way affect LifeLock subscription identity theft protection services we offer, of which Mr. [redacted] was not subscribed to.

We have taken steps to delete all stored information for the mobile app from our servers. Even though we have no reason to believe the data has been compromised, we believe this is the right thing to do. As a company dedicated to online security and safety, we are committed to doing everything we can to ensure those who trust us with their personal information can do so without question.

On May 21, 2014 Mr. [redacted] contacted LifeLock Member Services and stated his concerns regarding the deletion of his saved data on the app to a Service Team Manager.

On May 22, 2014 I spoke with Mr. [redacted] on the phone in response to the Revdex.com Complaint he filed. It was determined that if LifeLock takes all measured to return his data to him, he would be satisfied. I acknowledged that LifeLock is currently working to determine a method to recover the data. I advised that Mr. [redacted] will be contacted as soon as possible to return the data he is requesting. He acknowledged that LifeLock does not currently have an estimated date of when the data will be recovered.

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

Sincerely,

Member Services Manager

LifeLock, Inc.

Review: Each time I open a new account they call my mother. I am 43 and quite independent. I gave no one permission for this. It needs to stop.Desired Settlement: It needs to stop immediately!

Business

Response:

October 14, 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 7, 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.

Ms. [redacted] concern is that her mother [redacted] who has been a LifeLock basic plan member since July 3, 2013, is being alerted when Ms. [redacted] applies for credit. Ms. [redacted] is not a LifeLock member at this time. Ms. [redacted] and her mother have similar names and live at the same address therefore our LifeLock alert system is alerting our member to matching information.

On October 12, 2013 a Resolution Specialist spoke with both Ms. [redacted] and her mother. We explained how the LifeLock alert system works and why the alerts in question are occurring. Ms. [redacted] confirmed that we addressed her concern and that she now has a better understanding of how the alert service works and why this is occurring. LifeLock offered to look into making an adjustment to keep this from happening in the future. Both the member and her daughter declined this offer.

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

Sincerely,

Resolution ManagerLifeLock, Inc.

Review: I have been trying to cancel my account with them and the system is not letting me. So know I have been charged for an extra month, and still can't cancel.Desired Settlement: Refund and account cancled

Review: My mom passed away 3/30/2015 and I am successor Trustee of her estate. She paid $247.50 on 11/24/2014 for a year subscription. I am trying to get a refund for the 8 months remaining on her account. (April -Nov 2015). Lifelock was originally going to process the refund via a phone call, then I had to fax them a copy of the death certificate and my acceptance to act as Trustee. Then they wrote and said I needed Power of Attorney, which is not a valid request when the person is deceased. I called and got little satisfaction. They actually told me I was free to complain about their company to everyone I knew. I sent them a copy of the trust, the acceptance to act as trustee, a death certificate, a copy of my drivers license and a letter requesting the refund and had all of it notarized. I have heard nothing back from them on the last letter which was more than 7 weeks ago.Desired Settlement: I would like to receive a refund for 8 months of unused service. That would be from the date of death (3/30/2015) to November 24, 2015. That would be roughly $165.00.

Business

Response:

We are writing in response to your letter dated August 6th, 2015 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.Ms. [redacted] contacted Lifelock on May 5, 2015 to report the death of her mother, our customer, [redacted]. Ms. [redacted] had been a valued member enrolled in our Lifelock Ultimate plan since October 24, 2012. Ms. [redacted], was asked to send us documents in order to verify her legal representation of her mother in order for us to facilitate the refund. The required documents were received on or about July 20, 2015, which were then reviewed for accuracy and completeness. Ms. [redacted] called for a status update and her inquiry was met with an unsubstantiated request for additional paperwork. I have spoken to Ms. [redacted] and apologized for the process delay and assured her the refund check in the amount of $161.38 had been issued on July 31st, 2015 and is en route to her. I also informed Ms. [redacted] that we would use her experience as a training and development opportunity. . We hope this resolves the matter to the satisfaction of your office.

I have Lifelock and they have alerted me in past when obtaining credit card. Recently I took out credit card from Barclay and Lifelock never alerted me my SS number was hit as their commericals say. We contacted Lifelock and was told only those companies who are registered with them alert them. They don't ttrack all of them. That's not what their commerical states. They trakc the SS number, etc. Just watch the commerical. False advertising.

Review: I recently signed up with Lifelock on a trial basis. I wanted to close my account with them over the past month due to lock out issues concerning my email and my phone. The customer service reps also hang up on me and tell me I need to fax info to them which I've done several times to no avail. I'm frustrated by this because there are things I should not be locked out of.Desired Settlement: I want this account closed.

I decided to give this service a try a while back. I never had a chance to utilize the credit watch feature (I had to call to set it up and that required me waiting for an extended period of time for a representative on the phone)and I decided to stop the service months later in November. I looked around the website and there was no cancellation button or anything in support on the website to cancel the subscription. I then sent an email expressing my wish to cancel my membership. Almost one month later I saw the usual withdrawal and of course contacted them over the phone. I was told the only way they can cancel an account is over the phone. This didn't quite sit right with me so I asked them why. The response I received was it was a security measure. This made no sense and I asked how it was a security measure. I was told that someone could disable the service so they could use my information as they saw fit. This still makes no sense to me because if they have that much information to the point they know I am signed up for the service and could cancel by any means but on the phone the service would be rendered useless anyway. The other part of this is they have no means to cancel from on the website and nothing but sending an email to indicate you would like to cancel. If the website can be comprised so easily that you can not put the cancellation button on it then why even have the service. This is all seems like an elaborate way to keep members from cancelling their service. That being said I was not refunded any part of the month after I expressed that I wanted my membership cancelled in fact they charged me the two days past the last charge they made. I would never recommend a service that after receiving an email that stated a member wanted to cancel knowingly kept the membership going under the guise of security and then after the member asked why it was not completed did not offer a refund.

They flunk

January 13, 2015, I received an email noticing me that there was a problem with my credit card.

January 16, 2015, I logged on and my changed the credit card.

Janrary 20, 2015 the $220.00 Advantage package monies was pulled from my bank.

Janrary 26, 2015 I recieved a RoboCall announcing that my account with would be canceled if I diidnt pay the renew fee.

Immediately called Lifelock. I heard, "Oh yes, I see it was our fault, I very sorry, this won't happen again, very sorry for the inconvenience..

Janrary 27,

2015 I recieved a RoboCall announcing that my account with would be canceled if I diidnt pay the renew fee.

Immediately called Lifelock. I heard, "Oh yes, I see it was our fault, I very sorry, this won't happen again, very sorry for the inconvenience..

Janrary 28, 2015 I recieved a RoboCall announcing that my account with would be canceled if I diidnt pay the renew fee.

Immediately called Lifelock. I heard, "Oh yes, I see it was our fault, I very sorry, this won't happen again, very sorry for the inconvenience.. However this time I told them I wanted them to drop my services from the "Advantage" to " Standard" , the agreed to do so.

February 4, 2015, $124.84 was refunded to my account, leaving $95.16 for Standard service in Lifelocks account.

March 10, 2015. I received an email stating my account had been canceled do to non payment.

Immediately called Lifelock. I heard, "Oh yes, I see it was our fault, I very sorry, this won't happen again, very sorry for the inconvenience..

This time I told them I want a full refund, they understood and agreed.

Today is Mar 14, 2015 and have not seen the $95.16 yet.

This experience was horrible. I'm in very poor health and do not need a company who's right hand hasn't a clue as to the whereabouts of the left hand.

I hope the refund shows up in my account on Monday,

I recently received 5 years of Lifelock for free because of my former employer had a breach of security with employee files. Lifelock took down all my personal information. At the time of the breach I cancelled all but one of my credit cards and set up a new e-mail account which I gave to Lifelock. Two months later I received a charge on the one credit card I did not cancel The charge was for identity theft protection, which was $30/month. When I called the company, they had my social security no. and the new email address that I had given to only Lifelock.

Review: I bought LifeLine Services for peace of mind. I got the medium priced plan (app $225) I proceeded to give all my account information as needed. I completed my enrollment information. On Feb 1 I received the following e-mail

Dear [redacted],

We were unsuccessful in connecting your financial account with the login credentials you provided to monitor transaction activity for one or more of your financial accounts. We are unable to send alerts to help detect fraudulent activity in these financial accounts. Please follow the steps below to re-enter your username and password in your secure LifeLock account.

I had LifeLine call me and they then stated that in order to have that covered I needed to upgrade my coverage from then for additional money. I had NEVER been told, at any previous time, there was any part that was not covered. As I stated I had their coverage for about a month and in the several times I needed assistance and called them, nothing was EVER said about any lack of coverage. This seems to me to be bait and switch at least. I would appreciate your input on this issue

Presently, I am in the process of changing my sign-ons, passwords and security questions but they still have my social security number and drivers license information and more

Thank you,

###-###-####Desired Settlement: I do not know how cases of bait and switch are resolved. I do know that whatever personal information they presently have will never be erased from their computers

Business

Response:

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.

I have only been a member of lifelock a few months and things were good in the beginning. Just this past weekend I noticed some activities on my bank account from California. I have never been to California or even left my home state of Florida. I immediately called my bank BOA and they were right on it and took action. Needless to say I have not heard or had any alerts via mobile phone or email yet and it has been 3 days since the I noticed the first transaction and there was others on the same day for a total of about 300 dollars. My bank is handling all of them and lifelock hasn't even caught them yet.

Worse customer service ever. I don't think education is a very high priority with the people out there. No common sense.

I received information that my mother was going to have the account renewed. She no longer needs this service, as I am taking over her matters as I am her POA. I called and spent 15 minutes on hold to obtain a fax number to sent the POA. I could never get the fax to work no matter what time of day it was.

So I mailed a copy of our POA and a request to stop service. Never heard a word.

Followed up a week later and was told I needed to submit THEIR POA. I was never told that on the phone when I spoke to the guy who gave me the fax number.

I was on the phone numerous times trying to get this resolved. I have threatened legal action to know avail. Will probably have to go through with it. I just faxed the POA today and the faxed worked. Need to do that before 7:30 am CT. I think they shut it off after that.

I am also mailing a copy of their POA. I will do so Certified Mail. I doubt very much that this company even watches over your accounts. I think they just collect the fee and sit on it.

Do not ever submit your credit card information to them. They will take it and run.

Review: see Attached documentDesired Settlement: see Attached document

Review: Lifelock promised to protect my identity and social security number. Yet they have provided inaccurate information I have called and complained about. Lifelike has promised to protect my identity and SSN yet my SSN number was hacked and part of a scam. I have been subjected to payday loan collection scams and people calling me from placed like Legal debt mediation with treats of arrest. This company has failed to protect me under the terms and condition set forth. They never notified me on any accounts being open and failed to report my credit score in a timely manner and often times it is not accurate.Desired Settlement: Full refund of all money that I have paid to lifelock over the years I have been as a customer. Or free service for an extended amount of time.

Business

Response:

Dear Dispute Resolution Consultant,We are writing in response to your letter dated July 26, 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.Mr. [redacted] enrolled on December 26, 2007 with the LifeLock Ultimate monthly. I was able to speak to Mr. [redacted] on July 31, 2015 and explained how his LifeLock service works. I confirmed Mr. [redacted] received monthly notifications indicating his monthly credit score was available to view within his Member Portal; the latest notification was on July 05, 2015. In addition, I provided Mr. [redacted] with information to opt-out from receiving marketing emails and/or mailings with the Database Marketing Association. For good gesture, a refund was processed for $257.76 for 12 months of service.We hope this resolves the matter to the satisfaction of your office.

Review: We registered with LifeLock for my wife since 9/2012 when she ([redacted]) lost her wallet.

I want to cancel LifeLock and LifeLock customer service gave us a very hard time.

They required us to fax them driver license and social security card in order to cancel the credit monitoring account after 16 minutes waiting and 10 minutes search for [redacted]'s account.

As a credit monitor agency, LifeLock does not even have a secured email so customer can email the information instead of traditional fax style that document can float around in the fax receiving location.

I just want to cancel the LifeLock and seem I am not able to do this and continue pay them monthly. Please help me.Desired Settlement: I want to cancel my wife credit monitoring account.

Business

Response:

October 19, 2014Revdex.com[redacted]

[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.