Lifelock, Inc.

I made 3 calls today into their customer service line. The first woman that I spoke to was pleasant (or so I thought so). After not having called for customer service in a couple years, who would remember all the security questions. I was told that I would have to send in documentation supporting I am who I say I am, but no information on how other than fax. Who owns a fax machine anymore?

I called back in, a different woman, to see if there was anything I could do, again provide documentation of who I am, but no method of how.

At this point, I log into the account as the primary account holder (my wife) so I can update the billing information. While looking, I notice I did answer the questions (last four of the card number and other members on the account) correctly. This got me a little fired up...

I called a third time, and a man answered this time. After he told me that he wasn't able to access my account, I asked him what do I need to access the account, he said documentation...I asked a bit more firm and direct being the third call and all. "What the [redacted] do I need to do" I asked. He replies with "already told you, with documentation, processing will take awhile". But still no method of what is really needed or where to send it, not that I would send my private information anyway.

I then advised I will cancel the account online. he was kind enough to say you can't...Wow, what customer service!

You would think a company that is meant to protect others would be a little more helpful. I am now going to cancel my account on this accord.

Review: I signed up with Lifelock 1 year ago. Since then I have not recieved ANY alerts from them. In April of this year I was on a trip for my birthday (4/13/15) when my personal checking account was hacked and I was locked out of my accounts by my bank. Upon returning on the 15th I called Lifelock and cancelled the service. When I spoke to the girl she was very arguementative and I had to (basicly) demand she cancel my account. On the 3rd of May another charge was put through on my account by Lifelock for $247.50. I noticed this charged on July 2nd. When I called Lifelock they stated they had no record of my call and would not refund the full amount as I had received their serviced for an additional month. I told them that was THEIR error not mine. They stated again they had no record of my call their for they could only refund a portion and cancel as of today. When I asked for a confirmation of the cancelation the girl stated they had no way of sending or giving me a confirmation of cancellation. I asked.... so if you choose to do what the last girl did and NOT cancel my account, you can charge me again next month and we both still have no record of this call either. This company is a scam that is targeting people that are already targeted by criminals. They are preying on victims and should be assamed of themseleves.

I did not recieve ANY benifit from this company and they stole from me!!Desired Settlement: We alert other victims of their bad business practices and scam and refund the $247.50 that was charged to my account. I would love to have a full refund of my original amount but I will chalk that up to a "Lifelesson".

Business

Response:

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

Review: Lifelock does NOT keep the interest of their customers in mind! I signed up for Lifelock in 12/2014 under a 30-Day free trial. As my 30 days were approaching, I received a BOMBARDMENT of calls from car insurance companies saying I had just applied for car insurance, when that was not the case. I tried to contact Lifelock via email about 6xs but was not able to b/c some of the email addresses they have on their website are NOT valid & come back undeliverable. I tried from multiple computers including my phone by clicking directly on their link. Finally, I was able to reach them via a diff email address to one of their departments by my requesting them to forward to the proper department. A manager said she'd look into it & get back to me but never did. 2 weeks later I received calls from online colleges saying I just applied for courses online, not the case also. I didn't even bother calling Lifelock again b/c of the horrible experience I had the 1st time. I read their privacy policy & it says that they may share my info w/ affiliate companies like insurance companies, etc. I firmly believe they do this so customers get calls like I did in order to scare them into keeping their services. (these places that called me had info only my cred report would show). Someone who works at the State Attorneys office mentioned they have suits b/c of similar practices. Additionaly, I've been monitoring my cred report via lifelock to see if/when a personal loan that I took out in 11/2014 will begin reporting but it has not been reported. What's worse is that I just checked my credit report today at [redacted].[redacted] & its been reporting since 12/2014. I NEVER received an "alert" from lifelock as they said they would. What if someone else had taken this account under my name w/out me knowing? Unbelievable! Basically, I've been flushing my $ down the toilet b/c they are not honoring what they advertise AND I firmly believe they sold/gave my personal info to those companies so I could start receiving those calls. I even gave lifelock the IP address to the computer where 1 of the car insurance apps was initiated, that one of the insurance reps kindly provided me, & forwared it to lifelock but no one ever got back to met! Completely a waste of my time & money. Now, I completely regret haven given them my SS#, DOB, Personal Bank account info, and other private info!Desired Settlement: Since they have failed to meet their contractual obligation since 12/2014, I am requesting & expecting that all of my money be returned back to me since. I clearly have an open account w/ BMO Harris since 12/2014 and they haven't shown this on their report NOR given me an alert, ever. Too late for an alert so please don't even try. And I want them to completely remove my personal information from their data base. COMPLETELY removed without a trace in their system. I do not want their employees, partners, or owners having access to my personal information because I do not trust that institution as a whole! Thank you.

Business

Response:

We are writing in response to your letter dated March 11, 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 Ultimate Plus service on December 08, 2014. On January 30, 2015, Mr. [redacted] called regarding calls he received from various insurance companies, not affiliated with LifeLock. Mr. [redacted] had additional questions as to why he did not receive an alert for a new credit account he established in November 2014.I spoke to Mr. [redacted] on March 12, 2015 and advised he did not receive an alert from LifeLock as the new credit was established prior to his enrollment with LifeLock, Mr. [redacted] confirmed he is able to see the credit inquiry in his member portal. I advised Mr. [redacted] when submitting credit applications, information can be shared with other creditors and/or service providers. I further advised LifeLock will share information to service providers that perform functions on our behalf when providing service fulfillment.The membership was cancelled at Mr. [redacted]’s request and a refund was issued for $80.97 on March 12, 2015.We hope this resolves the matter to the satisfaction of your office.

I got Life lock because I already had Identity theft 2 years prior. I was assured that if I was not happy with the service I would receive a refund. Well within 2 weeks of getting Life lock I opened * checking accounts * Credit cards and had applied for a mortgage. I was never notified of any of the above. Then one day I get a call from my [redacted] credit card telling me someone was using my account. I called Life lock and all they said was well we will just cancel your account. When I asked for a refund of my money they told me that I was not allowed to receive one. and never have. What a fake ripoff company..

Review: I purchased the LifeLock Ultimate package in October 2015 for $253.04.

I logged on today for the second time since renewing my subscription. I was not able to see the vast majority of the services I purchase - not even able to see the services of the basic level. The service reps were very dismissive of my frustration. I was instructed to try again in a couple days and if it was still not working to call back again. I asked and was transferred to the supervisor (Donald from the Texas office) and was told he would cancel my service but only refund me a prorated portion of the service remaining ($113.65). He said he was "not ale to refund the full amount." For a company that is in charge of securing all my personal information, I am completely dissatisfied and do not trust a company that is premised on my trust.Desired Settlement: A full refund of $253.04 for the service provided. I do not believe I have been provided the services promised and has been a waste of my time.

Review: For several years, we have belonged to LIFELOCK an Identity Protection Company. On October 8, 2015, we received an alert from Experian through PROTECT MY ID. This alert notified us of a possible identity theft risk regarding an application for a new credit card. The PROTECT MY ID service had been provided to us at no charge because of the recent possible breach at Home Depot. I called LIFELOCK to ask them why they had NOT provided us with any such alert since we are actually PAYING for this service. After speaking with the supervisor, [redacted] I was told that perhaps this credit card company was not in their network of providers. When I asked her what companies were on the list, she said that information could not be disclosed for privacy reasons! Then I specifically asked her about CAPITAL ONE, the card in question, and still she would not tell me if CAPITAL ONE was in their network. Why is this information UNAVAILABLE to a paying customer. I would not have signed up for this service if I knew upfront that this information would not have to be disclosed!Desired Settlement: I want LIFELOCK to disclose, to me and other members, what companies participate with them so that the consumer can make an intelligent choice as to whether or not LIFELOCK can serve the customer's needs. I could not find any information in their advertisements that specifically tell the member that only companies that are in their network are the companies for which your "identity protection" is assured. In my particular case, I am assuming that CAPITAL ONE is NOT included in their network of companies, although, LIFELOCK would't give give me a straight answer about that either! The consumer should know UP FRONT what companies are included. Otherwise, LIFELOCK is collecting your payment and you have no idea exactly what's being covered. Thank you.

Recently opened a credit card account with [redacted].
Received an alert from [redacted], which monitors my credit, that there was activity in my account.
Called them and assured them that I indeed had opened an account with WF.
Never received any alert from Lifelock, which also monitors my account concerning a credit card opening.
Lifelock stated that they don't have credit sharing relationships with all bank. [redacted] is on of the largest banks in the U.S. They said don't ever worry my Million Dollar protection plan would cover me anyway.
Lifelock had sent me a monthly notice stating that no new activity took place in my account and everything was cool.
DO NOT BUY LIFELOCK! IT OFFERS NO REAL PROTECTION.
I have since canceled and am awaiting a refund.
A word to the wise from [redacted]

Review: I contacted lifelock on June 24, 2013 on behalf of my father who had a heart attack. I had a Durable Power of Attorney to handle all of his affairs and I sent that to them. After my dad's heart attack I went through my dad's credit card statements for the past year and found that there was in excess of $14,000 in charges that were not authorized or made by him. I confirmed this with my father. My initial contact with Lifelock, regarding this fraud, was on June 24, 2013. At that time I was advised in a phone call that I had to work with the credit card company to first see what their response was and if they did not cover/reverse the fraudulent charges then I was to contact them and they would take over from there. Yesterday, I received word that the credit card company was only reversing $3200+ in charges so I contacted Lifelock to get them involved as instructed. On July 21, 2013 my father died. I am his only daughter and sole heir to the estate. I asked Lifelock to assist me due to our continuing contract with the company. I have been continuing to pay Lifelock monthly despite my father's death since I wanted to ensure my father's credit was covered. They are now telling me that because he died they will not honor the contract with them that he paid for monthly. All fraudulent charges were made while he was alive, all monthly premiums have been paid and are still being paid. They are refusing to do what they were contracted to do and that is to protect my father from fraud up to 1 million dollars as they advertise nationally. I would like for you to please assist me because this is just wrong that they would take my father's money and then not assist him and his estate in re-couping losses on his credit card which he paid in good faith for. If Lifelock had assisted me when requested, June 24th, this would not have been an issue, but they refused and made me go through his credit card company fist. Due to this delay they are now claiming his death means they will not assist and cover the fraudulent charges. How is this, in any way, ethical or legal?Desired Settlement: I simply want the company to honor the contract my father made with them prior to his death. He hired them to protect him up to 1 million dollars, he had fraud that occurred on his credit card prior to his death, we contacted them and reported it prior to his death and they failed and refused to assist at that time, once my father died they have now said they will not honor the contract he made with them in good faith. I simply want them to protect him and pay him back for the legitimate fraudulent charges on my dad's credit card as they were paid and I am still paying them to do. All payments have continued to be paid to them since my father's death. I want them to do their job and honor the contract they made and accepted payment for.

Business

Response:

Dear Ms. [redacted]: We are writing in response to your letter dated September 29, 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]’s father, James Burnsides, enrolled in LifeLock’s basic product on September 21, 2006 and was an active member until we were notified by Ms. [redacted] of his passing. His LifeLock account was cancelled and refunded retroactively to June 21, 2013 when he passed away. In light of the additional details obtained when our resolution agent spoke to Ms. [redacted], it has been determined that the event does not fall within the scope of LifeLock’s terms and conditions. As a result of this interaction, LifeLock has reviewed our internal process for handling issues that arise for deceased members and have made adjustments to ensure a positive member experience. 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

While I understand their position, my father was defrauded of thousands of dollars. There are loopholes that are being utilized so as to not have to fulfill the contract terms. We will have to agree to disagree because I feel my father's death should not preclude the estate from obtaining reimbursement of fraudulent transactions. Fraud is fraud and just because someone dies does not invalidate the fraud. Basically, they just get away with it because of a death of the covered individual. That is just not right.

Regards,

Business

Response:

Dear Ms. [redacted]: We are writing in response to your letter dated October 11, 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. A resolution specialist reached out to Ms. [redacted] on October 11, 2013 to explain that the reason why these events do not fall within the scope of LifeLock’s terms and conditions is because the charges in question were made by her father’s spouse, with his permission. Our investigation revealed that the reason the bank was holding Mr. [redacted] responsible was because they determined that his spouse had been given permission to use his credit card. We also explained to Ms. [redacted] that our decision was not based on his passing away, but on the fact that the spouse had permission. Ms. [redacted] notified us that her father’s marriage was annulled on October 7, 2013. She wanted to know if this would change our position. We have determined that since the charges in question occurred during their marriage and with his permission, the annulment of Mr. Burnsides’ marriage did not change or affect our decision. We feel hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted]Resolution ManagerLifeLock, Inc.

Review: Earlier this year, my husband was the victim of identity theft. In an effort to monitor this we decided to call LifeLock after seeing an advertisement on Uverse (March 2013). We were promised that any time a new line of credit was being open we would be contacted to see if we were indeed trying to get the credit. I've since applied for at least two credit cards and/or have purchased a vehicle and has not been contacted by LifeLock. When I spoke with [redacted] today to final cancel the service he states that they only call when they feel our social security number has been compromised. How would they know if they didn't contact us to verify the transactions. When asked about the money back guarantee, I was told that was only good the first 60 days.Desired Settlement: I would like both my husband's acct and my acct to be refunded for all services through October 2013.

Business

Response:

October 21, 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 13, 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.

Mrs. [redacted] was under the impression that she and her husband [redacted] would get notification anytime an application was submitted for a new line of credit or service. Since their enrollment in LifeLock’s basic service on March 3, 2013, they have applied for at least two credit cards and purchased a vehicle but they stated that they were not notified by LifeLock. Our records indicate that an alert notification was sent to Mrs. [redacted] on July 18, 2013 in regards to the opening of a bank related account on July, 17 2013.

On October 14, 2013 a Resolution Specialist spoke with both Mrs. [redacted] and her husband. We explained how the LifeLock alert system works and explained why they may not have been notified. Mrs. [redacted] confirmed that we addressed her concerns and she now has a better understanding of how the alert service works. Mrs. [redacted] requested that we cancel both accounts. We have processed both cancellation and we have issued a full refund to Mr. and Mrs. [redacted]. The refund will appear on their statement within 3-5 business days.

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

Sincerely,

Resolution ManagerLifeLock, Inc.

Review: I have received at least 50 unsolicited messages from this business, I have done the removal process 15 times at least. They are in violation of California law and Im will start class action if I get one more email.Desired Settlement: contact verifying they have stopped their spam campaign or I sue !

Business

Response:

We are writing in response to your letter dated June 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] is presently not a LifeLock member and apparently received unsolicited messages via email from LifeLock. Pursuant to LifeLock policy, promotional email or postal communications from LifeLock can be stopped by following the instructions included in each such communication. This process can be completed for free online or for $1.00 through US mail. Information to opt out through [redacted] is outlined below. • Online: Go to [redacted] and fill out the online form - can Opt In on this website as well.• Mail: If you do not have access to the internet, you may send your request via US mail to:o [redacted]o [redacted]o [redacted]o [redacted]We attempted to reach Mr. [redacted] on several occasions to discuss his concerns but were not able to reach him. Mr. [redacted]’s email and mailing address has been removed from our Marketing database. I have left my contact information with Mr. [redacted] so he may call and speak with me directly to address any further concerns.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Just so you know 2 times today I used the unsubscribe link, not 15 min later I got another spam. I plan on suing to the fullest extent at this point

Regards,

Business

Response:

We are writing in response to your letter dated July 15, 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 July 16, 2015 I reached out to Mr. [redacted] via email due to being unable to reach him by telephone. I requested the best phone number and time to contact him so we may discuss his concerns. In addition, I requested copies of the emails he received informing him that this would allow us to better understand what and why he was still receiving them.On July 16, 2015 Mr. [redacted] responded via email and advised that the emails had stopped and he would withdraw his complaint.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Account Operations ManagerLifeLock, Inc

Review: I've had an issue with Lifelock in reference to adding my financial credentials in order to receive alerts.The issue 1st occurred in September of last year in which I was informed on their website to add my credentials for [redacted] & after signing into Lifelock there was a connection error as well as another message which said the login credentials for [redacted] was invalid even though I was able to sign in from my computer/smartphone to view my account. I was told to contact [redacted] who informed me the issues was on Lifelock's end.I was finally able to add the account & everything was fine until May 2 in which I got 2 emails regarding adding the credentials & called regarding the issue & was finally told someone would call in about a wk.& was told that Lifelock doesn't call regarding issues when I called again then spoke to a supervisor who promised to look into the issue & call me back in which neither he nor any other representative called.I called a few times & each time I was told to wait a wk.including today.Desired Settlement: My desired outcome would be to have the issue looked into & since I'm promised a callback,at the very least get an occasional one regarding the status of the issue as well as having it resolved in a timely manner.

Business

Response:

We are writing in response to your letter dated 05/21/2015 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 the LifeLock Ultimate Plus on 04/09/2014. On 05/07/2015 Mr. [redacted] called to state that he was not satisfied with the service that was provided and requested a refund of $29.39.I spoke to Mr. [redacted] on 05/26/2015 and was able to provide additional information on how his LifeLock service works. Mr. [redacted] has a better understanding of our services. As a courtesy, we issued a refund of $29.39 on 05/26/2015.We hope this resolves the matter to the satisfaction of your office.

Life lock added my wife to my account without my permission and was charging me an extra $99 per year for 2 years. Noted only when they began submitting charges under separate names.

Please read [redacted]. 9-26-2014 review, I just experienced horrible customer service. I originally called to renew asked about any discounts like Aaa she said I can give you 20% but I need your [redacted] number give it to her she said I'm having problems putting the discount and puts me on hold and then said I can give you a discount but it's a different discount but it's only 15% I said let me call you back and I'll call [redacted] check on my membership number. I called [redacted] number the same and called my flight back then they told me my subscription is active I just paid, I said I didn't authorize any payment and she told me I upgraded my plan which was considerably more than my original plan I asked her what's the difference she couldn't really tell me that I asked for a transaction confirmation number she said she couldn't give me one and the numbers she was giving me were constantly different then I got passed onto two different supervisors and said all I want is a transaction number you can't give me a transaction number I want to cancel the credit card payment The supervisor said that he would have to cancel my membership and then that would trigger a refund per their antiquated billing system I said that was absurd as I am in finance department of a large corporation for over 20 years and have experience with transactions. I said I will review the different plan that I didn't originally authorize and call you back but my first thought was what this [redacted] comment was that these people have all my information and are quite capable of doing considerable home tonight finances and after the last supervisor said he will definitely put extremely detailed notations on my account and said I agreed to the original transaction I said I have lost all faith and confidence in this company's ability to handle my financial security very scary I can see where they would jeopardize in order to gain the business back very unhappy. And on top of not being happy they process the payment that I didn't authorize and said they were unable to reverse the transaction

Review: I contacted LifeLock on July 20, 2015 at approximately 2pm eastern time. I feel they were NOT protecting me under several things with my credit cards and credit card transactions. They told me they could only see one credit card and not the other three. I asked for a full refund and they refused. They have mixed answers to the questions I was asking and I feel they were very broad answers. I initially spoke to a representative named [redacted], then I asked to speak to a supervisor and her name was [redacted]. I explained the situation and they way she made it sound was the where I entered my credit card information, I would only be notified if it was stolen, but yet they cant notify me that a major credit card was applied for. I was under the impression that if there was a credit card applied for that I would be notified, which I wasn't. Again, I told her I felt this was misleading information and if I had known this, I would have never applied to be a LifeLock member. I also feel she was using a scare tactic to stay with them saying there's recent scams going on among other things. To me this is wrong to do to a person, who they weren't even looking out for, a service I had paid for. I was charged $19.99 on my credit card on June 28, 2015 and they said I would not get refunded for that, only $5 for the remaining unused days. I put a notification to my credit card, [redacted], to make sure they do not charge me for any further services, which I have a feeling they may try and do. I asked them to refund me the $19.99 and not be charged for this month for services that I feel were NOT provided that I had paid for and she refused. I told her I would be contacting the Revdex.com if she was to not do this and she said she wouldn't. that was the end of the conversation. I feel this company is a false advertisement and now I'm worried that since I had put credit card information into the system that it may be compromised. I would be more than satisfied with a full refund.Desired Settlement: I would like a full refund for the June 28th billing of $19.99 and not charged for this months billing cycle for July.

Business

Response:

RE: Complaint ID#: #[redacted] Dear Dispute Resolution ConsultantWe are writing in response to your letter dated July 20th, 2015 regarding [redacted]. [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.Ms. [redacted] has requested a full refund of $19.99. She was felt that she was misled into believing that certain credit card transactions and certain types of alerts would be provided. Under Ms. [redacted]’s’ plan, Lifelock Advantage Service, in which she enrolled on May 29th, 2015, she needed to be set up in a certain manner on our website in order to realize the full benefits of the transaction monitoring services offered. Other credit alerts Ms. [redacted] was expecting are not a feature of the Lifelock Advantage planI have reviewed the details of Ms. [redacted]’s complaint as well reviewed our phone calls, which we will use as necessary for training and development. Meanwhile, I have spoken to Ms. [redacted] on July 23, 2015 and extended a full refund pursuant to her request. She was initially granted a pro-rated refund of $5.02 during her phone call to us on July 20th, and I have processed the remaining $14.97 today. Also, I’ve clarified details of our services, and in what scenarios certain alerts would be provided. We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]Member Services, Team ManagerLiifelock, Inc.

Horrible experience trying to cancel my membership. Cancelled last year and 12 months later my credit card shows a $300+ auto-renewal. So, I cancelled AGAIN and expect the same result. Can't erase my billing info on their website even though I am the ONLY account holder/member and the website says the "authorized contact" must sign in. What a scam!

Review: On October 1st, 2014 my company changed our benefit plan so that we would no longer be able to pay for Lifelock with a payroll deduction. They told us to contact Lifelock directly to arrange for continued coverage.

Prior to October 1st I called Lifelock 3 or 4 times, they said that there was nothing they could do since my account was still active.

October 2nd I called Lifelock and was ASSURED by their representative that I needed to do nothing and could in fact do nothing until I received a promo code via mail or email from them. I WAS ASSURED THAT THE DETAILS OF MY ACCOUNTS BEING PROTECTED WOULD NOT BE DELETED IF I RESPONDED TO THE PROMO CODE IN A TIMELY MANNER.

December 8th 2014 I received an email with an invitation and a promo code. When followed the invitation link it took me to a signup for new customers. I called Lifelock and three of their representatives confirmed that ALL MY DATA HAD BEEN DELETED ON OCTOBER 30TH.

Lifelock is refusing to make this right. Also one of their reps made disrespectful comments about me to a co-worker after she thought I was off the line.Desired Settlement: 1. Written apology

2. Recovery and submission to me of all data allegedly deleted by Lifelock

Business

Response:

Dispute Resolution Consultant Revdex.com [redacted]

[redacted] RE: Complaint ID#:[redacted] Dear Dispute Resolution Consultant: We are writing in response to your letter dated 12/11/2014 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 himself and his wife through his employer on 01/01/2012 in the LifeLock Basic Plan. On 10/31/2014 his employer cancelled the account before it was transitioned to a self-pay status. On 12/11/2014, we reached out to [redacted] and discussed his concerns. I offered to reinstate him and his wife with a year free of service and backdate his coverage to the date of termination. [redacted] advised that he wanted to think about the offer and to contact him next week for his decision. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

Review: I signed up with Lifelock on August 18, 2014 because they made a promise of giving me 10,000 [redacted] points. To date, they have not complied with that promise, FRAUD, and they will not respond to ANY requests about that. They simply ignore me. I am NOT The only person that they have pulled this scam on, I know other people with the same complaint.Desired Settlement: I would like the points to be applied to my [redacted] account like they promised.

Business

Response:

We are writing in response to your letter dated November 5, 2014 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. Mr. [redacted] enrolled in the LifeLock Ultimate Service on 8/17/14 with a [redacted] promo that entitled him to 10,000 Rewards Points after he maintained his membership for 30 days. After the 30 days, the point may take up to 6-8 weeks to post to his account. Mr. [redacted] filed his complaint during the 7th week of waiting for the points. We were able to manually add the points to his rewards account on 11/13/14. Mr. [redacted] did cancel his account on 10/3/14 during the waiting period for his points. Mr. [redacted] has been contacted today and advised that the points are now in his Rewards Account. We hope this resolves the matter to the satisfaction of your office.

We have been with LifeLock for several years. If account is 100% set up and all info provided; as we did, protection is provided. We have been notified each time our info has been used. We are happy with LifeLock and know others who; when taking the time to set it up, are just as happy.

Review: I signed up for LifeLock on jan 17 2016, paid my 9.99 fee for a month of service starting on that date. Today is Feb 22, 2016 and since starting my service I have called in three times to get help setting up my acct. There was no help given, they would tell me a tab to go to and then that was it they all seemed very disinterested in helping me set up my acct. Finally after three times today @ 12:11 I called and cancelled my service. I asked for a refund since I just paid 9.99 a second time on feb 17 even though I only had service for one month and couldnt get my acct set up and they refused to do a refund claiming that they have been protecting me. They cant protect an acct that isnt set up and I have now paid two months of fees and only had "service" for a month! My acct is cancelled, I do not want their "service" back I want my money back.Desired Settlement: I want a full refund of my $19.98.

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.]

Thank you for quickly responding and rectifying my complaint.

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 a letter from LifeLock encouraging me to rejoin and receive 30 days free and a $25 MasterCard prepaid card. The terms of the prepaid card promotion required enrolling in LifeLock by June 24th and being an active member for 31 days after enrollment. Well, I joined on June 7th using their promotion code, was an active member for 36 days, and was charged for services after the 30 free days of membership. The terms of the offer said to "allow up to 8 weeks for receipt of your gift card." It's been 11 weeks since meeting the requirements of their promotion, but I haven't received the promised $25 MasterCard prepaid card nor have I heard from LifeLock in any way regarding this.Desired Settlement: Please send the $25 MasterCard prepaid card as was promised in your letter.