Lifelock, Inc.

Review: I received a e-mail notifying me that next years premium would be billed to my credit card. I called customer service to cancel my service. After verifying my identity he asked me what the nature of my call was. I stated that I would like to cancel my service. He put me on hold for ever and at the twenty minute mark...I hung up. I do not believe anyone was ever going to pick up the line and let me cancel. During my hold there was a tape played that featured numerous people describing identity theft problems. I check on line and there were other people commenting that it is easy to sign up and hard to cancel.Desired Settlement: I would like to cancel life lock for me and my wife.

Business

Response:

We are writing in response to your letter dated November 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. Harry [redacted] enrolled him and his wife on November 20, 2013 with the LifeLock Basic plan. Mr. [redacted] renewal notice was sent on October 21, 2014 to his email address on file. On November 22, 2014 Mr. [redacted] responded to the email with the request to cancel. We responded with instructions on how to securely request the cancellation online as well as by phone. On November 23, 2014 Mr. [redacted] called LifeLock and experienced the hold time. He then sent an email to LifeLock informing of this. At that time we responded advising of the high call volumes and instructions on how to cancel online. On November 24, 2014 I placed a call to Mr. [redacted] to discuss his concerns and confirm that his account has been cancelled. I was unable to reach him and left a voicemail with my contact information. His renewal charge occurred on November 20, 2014 for $187.00. A refund has been processed for the full $187.00. We hope this resolves the matter to the satisfaction of your office.

Review: Identify theft. I'm being charged from a cable company to an address that I have never resided. I had to send electric and gas bills to show my residencyDesired Settlement: I have been paying Lifelock since 2007 and the company has not protected me I should be reimbursed for the monies I have paid . This company is not an upstanding company and I WAS A VICTIM OF IDENTITY THEFT! I should be reimbursed they did not protect me!!! t

Business

Response:

June 24, 2013

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

Deal Ashley Harris:

We are writing in response to your letter dated June 21, 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] contacted us on January 18, 2013 to advise that he received a copy of his credit report with an inquiry from [redacted] appearing on it. Mr. [redacted] was advised to contact [redacted] to confirm the existence of a [redacted] account and the date it was opened. Mr. [redacted] stated that he would contact [redacted] and call back if he needs further assistance. This is the last we heard from Mr. [redacted] until April 15, 2013, when he called regarding a Collection letter he received. The letter was regarding a [redacted] account. We again advised Mr. [redacted] to call [redacted] to verify if his personal information was used to open the account, and the date that the account was opened. This information is necessary to determine if a member is a victim of identity theft.

On June 21, 2013, a Resolution Specialist reached out to Mr. [redacted] and explained our remediation process. We are currently working with Mr. [redacted] and [redacted] to resolve the issue.

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

Sincerely,

Resolution ManagerLifeLock, Inc.

Review: I signed my son up for LifeLock under the promo code “ADDFAM.” This states that the person who has the main account will receive a $50 rebate card. I signed my son up in June of 2015. I first followed up with a phone call in July of 2015 and a representative stated that I would receive the card in Aug of 2015. I then followed up on Aug 14, 2015 and a representative told me I should receive the gift card in Sept. There was a delay in processing the card. They apologized for the delay.

On Oct 9 I spoke to [redacted]. She informed me there is still a delay. She didn’t know why people were giving me misleading information. She told me I should definitely receive the card by Oct 30st. I called Oct 30, and spoke to supervisor named [redacted]. He informed me he doesn’t know why I did not receive the call and doesn’t know why people have been lying to me. He said he can’t get a hold of his supervisor. He also said all he will do is send another email out to the team who handles the rebate cards. I then said, “I’m contacting the Revdex.com.” [redacted] then said,” His manager [redacted] is available.” Spoke to [redacted], he informed me, he also doesn’t know why I didn’t receive the rebate card yet. All he will do is send another email out. I then told him that is unacceptable, and I’m contacting the Revdex.com. [redacted] then promised me he would call me back by close of business Oct 30th as to the status of the card. [redacted] refused to give me the contact information of his boss.

Nov 2, 2015. I called [redacted] who said, [redacted] is out of the office and there is no supervisor. I told him his misrepresentation is unacceptable and I’m reporting him to the Revdex.com. Then [redacted] put me on hold and [redacted] answered. [redacted] did not have a response as to why he didn’t call me back or the status of the rebate card. [redacted] said he can only send emails out to a department. I informed him I’m reporting him to the Revdex.com; I’ve been lied to and mislead too much. [redacted] then said his boss’s names are Maurice Fogle and [redacted]. He will contact them as to the status of the card. I informed him it’s ridiculous that people trust LifeLock with all their identity. Including bank accounts, social security cards, license, IRA’s etc. The way I have been treated is totally unacceptable. The general public should know how horrible the staff handles their promises and consumers.Desired Settlement: I would like the agreed upon $50 rebate card. I would also like 6 months of billing put into that card. This is a result of numerous employees lying directly to me. People trust LifeLock with there whole life, the way their employees handle situations is horrible!

Review: LifeLock requires an automatic draft of yearly membership fee. That usually occurs on Sept 8 of each year for my account. I spoke with a rep named [redacted]n on 8/14/15, requesting to cancel the account because I am struggling financially and knew I would not be able to afford it at the time of automatic withdrawal. He assured me that I did not need to cancel my account, that they would "work with me" on the payment. He told me he could have it "delayed" for 54 days from the billing date (Sept 8) and that I could call back and get another extension if I needed it, so that I would not have to cancel my account. Turns out they took the automatic fee anyway on Sept 8 and my checking account has been overdrawn. They gave me the following settlement options: giving me $5 per month until fully refunded, a full refund and cancellation that would take 5-7 days, or an immediate refund at a pro-rated amount, deducting from the renewal date. I settled for a full refund and waiting the 5-7 business days.Desired Settlement: In addition, I was put into overdraft because of their deduction to my account and was charged a $12 sweep fee.

Review: After canceling and putting my father on a no contact list in February, Lifelock contacted my father by letter stating "we want you back". My father fell for their fear tactics and singed up on 6/14/15. The receipt from the website stated that $0.00 would be billed to his credit card today. Despite that, they billed $219.89 on 6/14/15. When I called on 6/14/15, I was told that they would not talk with me because they did not have POA papers (which I had submitted back in February to get it canceled the first time). When I explained further that They had contacted my father even though he was on a no contact list, and coerced him into signing up again, they put me on hold for over 45 minutes. When I gave up and contacted them again, they did the same thing, leaving me on hold for over 30 minutes before telling me that they would not do anything about the charge or canceling the membership.Desired Settlement: No contact by this merchant and a refund of the purchase price.

Business

Response:

We are writing in response to your letter dated June 15, 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.Mr. [redacted] and I spoke at length today regarding his concerns about his father’s account, [redacted]. In summary, his issue was resolved since he wrote to your bureau, and the refund he was seeking has been processed in the amount of $219.89 on June 16th, 2015. Mr. [redacted] originally enrolled with Lifelock on May 23rd, 2009, and was erroneously renewed on June 14th 2015. Mr. [redacted] son, Mr. [redacted] spoke to Lifelock on June 14th & June 16th. His account has now been cancelled and his refund has been issued. We hope this resolves the matter to the satisfaction of your office.

Review: [redacted]

###-###-####

[redacted].[redacted].[redacted]

3-4-2015

Dear to whom it may concern

I got a letter from lifelock who I have been with for many years now. Lifelock with [redacted] Score Manager told me that I got many alerts this year and the past years. Here are the alerts that I got from Lifelock with [redacted] Score Manager and please take all alerts off of my [redacted] Report because I never open any of these and I didnt requested to have any of these alerts on my [redacted] Report. I never open any [redacted]. I dont have any [redacted]s. In fact I have my Social Security Number on a freeze.



Mar 05 2015

Reporting Bureau Name [redacted] Alert Type Grid Code G (Collections)

Creditor Type Other Collection Agencies

Last Update Date 2015-03-03-08:00

Amount [redacted] AlertDate 2015-03-04-08:00

CreditorName [redacted]

Address [redacted]

Creditor Phone [redacted]

Feb 20 2015

Reporting Bureau Name [redacted] Alert Type Bank/[redacted] Over [redacted] Limit

Creditor Type Bank [redacted]s

Last Update Date 2015-02-17-08:00

Amount 00005865

Alert Date 2015-02-19-08:00

Creditor Name [redacted]

Address [redacted]

Creditor Phone [redacted] ¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬

¬¬¬¬¬¬¬¬Feb 02 2014

Reporting Bureau Name [redacted]

Account Number [redacted] Creditor Name [redacted]

Industry Type [redacted] Companies

Address [redacted]

Account Balance [redacted] Payment Status Current

Creditor Preferred Contact Other

Oct 14 2014

Reporting Bureau Name [redacted] Alert Type Lost/Stolen Trigger

Creditor Type Complete Department Stores

Last Update Date 2014-10-12-07:00

Alert Date 2014-10-13-07:00

Creditor Name [redacted]

Creditor Phone [redacted]

¬¬¬¬¬¬¬¬¬¬¬¬__________________________________________________

Oct 12 2014

Reporting Bureau Name [redacted]

Alert Type Grid Code G (Collections)

Creditor Type Other Collection Agencies

Last Update Date 2014-10-03-07:00

Amount [redacted] AlertDate 2014-10-11-07:00

CreditorName [redacted]

Address [redacted]

Creditor Phone [redacted]

Sep 28 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type Automotive Dealers, Used

Alert Date 2014-09-27-07:00

Creditor Name [redacted]

Address [redacted] Creditor Phone [redacted]

Sep 04 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-03-07:00

Creditor Name [redacted]

Creditor Phone [redacted]

Sep 04 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-03-07:00

Creditor Name [redacted]

Address [redacted]

Creditor Phone [redacted]

Sep 04 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-03-07:00

Creditor Name [redacted]

Address [redacted]

Creditor Phone [redacted]

Sep 04 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-03-07:00

Creditor Name [redacted] Address [redacted]

Creditor Phone [redacted]

Sep 03 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-02-07:00

Creditor Name [redacted] Address [redacted] Creditor Phone [redacted]

Sep 03 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-02-07:00

Creditor Name [redacted]

Address [redacted] Creditor Phone [redacted]

Sep 03 2014

Reporting Bureau Name [redacted] Alert Type Installment Inquiry

Creditor Type All Banks - Non-Specific

Alert Date 2014-09-02-07:00

Creditor Name [redacted]

Address [redacted]

Creditor Phone [redacted]

Sep 03 2014

Reporting Bureau Name [redacted] Alert Type Auto Inquiry

Creditor Type [redacted]s

Alert Date 2014-09-02-07:00

Creditor Name [redacted]

Address [redacted]Date 2014-09-01-07:00 Creditor Name [redacted] Address [redacted] Creditor Phone [redacted] Aug 07 2014 Reporting Bureau Name [redacted] Alert Type Mortgage Inquiry Creditor Type Mortgage Reporters Alert Date 2014-08-06-07:00 Creditor Name [redacted] Address [redacted] Creditor Phone [redacted] Aug 06 2014 Reporting Bureau Name [redacted] Inquiry Date 2014-08-05 Inquirer Name [redacted] - Inquirer Address [redacted] End User Text [redacted] Jul 15 2012 Reporting Bureau Name [redacted] Alert Type Security Alert Trigger Alert Date 2012-07-13-07:00 Apr 18 2012 Reporting Bureau Name [redacted] Alert Type Security Alert Trigger Alert Date 2012-04-17-07:00 Mar 29 2012 Reporting Bureau Name [redacted] Alert Type Security Alert Trigger Alert Date 2012-03-28-07:00 Aug 20 2011 Reporting Bureau Name [redacted] Inquiry Date 2011-08-18 Inquirer Name [redacted] Inquirer Address [redacted] Aug 11 2011 Reporting Bureau Name [redacted] Date Reported 2011-05-24-07:00 Comments #HK#IFCRA ###-###-#### In conclusion please remove fraud alerts off my [redacted] Report because I dont request them. If you have any questions contact me at ###-###-####. Or email me at [redacted].[redacted].[redacted] I spoke with [redacted] at lifelock and she told me that my personal information such as my Social Security Number is not protected with Lifelock. That is why I am filing a complaint against lifelock because they are suppose to protect all of my personal information such as my Social Security Number is suppose to be protected. In fact I have been a lifelock member for many years now. I am upset with Lifelock because they are suppose to do their job right and protect my personal information. I never open up any [redacted] lines from Pennsylvania to California to Arizona. I want [redacted] to investigate about this matter and report to higher corporate. You can contact me at ###-###-#### to let me know about if there is a criminal out there using my identity and personal information with out my knowledge. This matter badly hurted me for many years because lifelock should of told me this years ago instead of the last minute because I was with out a job for many years. Now I know why because some one stole my personal information and my identity. [redacted] who is the manager at lifelock did not give out his last name when I ask for his last name. I need to file a complaint against lifelock because they are suppose to protect my identity and personal information. In fact I have my Social Security Number on a freeze and I let [redacted] and [redacted] know that I am a lifelock member for many years now and keep my Social Number on freeze and alert. I didnt expect any body to open up [redacted] lines with out me knowing. This needs to stop being a victim of fraud. I want my clean [redacted] report back to my self because I always make sure that I pay my bills on time every month. Thank you. Respectfully yours [redacted]Desired Settlement: I need to file a complaint against lifelock to restore my personal protection.

Business

Response:

We are writing in response to your letter dated March 27, 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 on May 12, 2011 in the LifeLock with [redacted] Score Manager. On April 3, 2015 I was able to speak with [redacted] regarding her concerns about her protection. I reassured the member that she has coverage with LifeLock and advised her of how her [redacted] work. Ms. [redacted] stated that she had placed a freeze on her [redacted] file and just recently requested another fraud alert. I explained how a [redacted] freeze works and that it permits from anyone accessing her file including LifeLock unless she lifts it. We were able to provide Ms. [redacted] with updated information when her [redacted] freeze was lifted. In reviewing her account, we confirmed that there were no lines of [redacted] established. I provided Ms. [redacted] with options to verify and advised if she had any concerns to contact LifeLock for further investigation. Ms. [redacted] was reassured that her information is protected and is continuing with her LifeLock service.We hope this resolves the matter to the satisfaction of your office.Sincerely,

[redacted]Member Operations ManagerLifeLock, Inc

This company does whatever it can to push you onto one of their ridiculously expensive plans… call them, and they take your through a 20 minute Q&A and won't take no (or I just want the cheapest plan) for an answer…. Try online, and their website deliberately stops when you try to sign up for the basic plan… an OnLine Chat pops up, and they ask you a bunch of questions, waste a lot of time, trying to get you hooked on the expensive plan. This is seems like a fraudulent business. Stay away!

I have purchased Lifelock for 8 years. Two years ago, my credit card related personal information was stolen in the Target credit card breach. Lifelock did nothing for me during the two years when my credit was ruined which I did not realize until three weeks ago. This was only after another credit card company I do legitmately have closed my account with a zero balance because of my "poor credit" which has always been perfect (and I am 91 years old). I was never notified by Lifelock when a different address appeared on my credit reports. They said nothing when credit was applied for in my name in three separate instances. They did not notify me when my accounts were sent to collections for the bogus accounts. They are offering to help with restoring my credit file, but why did they fail to prevent any of these issues from happening in the first place? I am very unhappy with their lack of service. I do not recommend them.

Review: Lifelock failed to protect me, so I canceled its services when it came up for renewal. They refuse to cancel. I've sent multiple emails and tried to cancel by phone. Despite my cancellations and objections, Lifelock charged my credit card twice for the one Lifelock account that I canceled. Further, somehow they obtained my new credit card number because an old credit card was on file. The only way I can think that they obtained this new credit card information is by accessing my credit bureau information. In addition, Lifelock harassed me with robocalls. When I called today to cancel (again), they refused to cancel me or credit the two fraudulent charges because the agent stated his system was down. Told me to call back. I refused and told him to follow through with my request when the system is up. The agent refused. Obviously they will not cancel my account or credit my account for the two fraudulent charges.Desired Settlement: Billing adjustment and sanctions by the Revdex.com for Lifelock's fraudulent activity.

Business

Response:

We are writing in response to your letter dated 4/4/16 regarding William T[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 4/5/16 I spoke with Mr. William T[redacted] about his complaint. Mr. T[redacted] stated his wife was handling the account and could I contact her. I informed Mr. T[redacted] since the correspondence was in his name I would need to speak with him. I advised the member that I could cancel the account and provide a full refund. Mr. T[redacted] stated that would be fine and if his wife had any questions he would have her contact me. We have processed a full refund totaling the amount of $197.80. I advised Mr. T[redacted] the refund should appear on his account with in 5 to 7 business days.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S[redacted]Member Experience LifeLock, Inc.

Consumer

Response:

After numerous requests to cancel, Lifelock charged a new credit card number that was not in its records. How did Lifelock obtain this credit card information?

Business

Response:

We are writing in response to your letter dated 4/4/16 regarding William T[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 April 5, 2016, I spoke with William T[redacted], the billing primary about his account. Mr. T[redacted]’s wife Camille S[redacted]-T[redacted] was still concerned about how Lifelock was able to process a payment. In regards to your concern about your credit card number; many financial institutions and companies, like LifeLock, utilize an automatic account updater. This is where a financial institutions will automatically provide an updated expiration date when a card changes. This is typically utilized for services with automatic payments to help make things easier on the consumer. I apologized for any miss understanding or lack of communication that occurred with the cancellation process and their experience. Their refund was given in the full amount upon cancellation as referenced in my prior correspondence. We hope this resolves the matter to the satisfaction of your office. Sincerely, Denise S[redacted] Member Experience LifeLock, Inc.

Review: Signed up for a trial of LifeLock. I tried to cancel at the end of my trial period. I called and was asked for a security phrase or word. I was unable to remember it and was told I would have to fax or mail in a copy of my social security card. That is not going to happen. I did not have to provide it when I signed up for this service. I have all of my other information, but was told it was not good enough.Desired Settlement: I want my trial account canceled and my money refunded or I will call a consumer news team for help.

Review: I notified Lifelock by fax 4 days before my account renewal date "PLEASE DO NOT RENEW MY ACCOUNT ON DECEMBER 22, 2015. They charged my card any and when I called them to demand a refund after seeing the charge on my account, they refused to give a full refund only offering a prorated refund.Desired Settlement: Full refund of the entire amount charged to my card.

Review: I was notified of someone who is accessing my information to set up a credit account. I called the number given to me. They made up some security questions that I couldn't answer and now, I can't access my account. We are paying for this service but now, they deny me access to my account.Desired Settlement: I would like to speak to the person in charge to demand my access or cancel my account.

Business

Response:

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

Review: Life Lock debited my checking account $55.53 without my consent. When I called to inquire about the debit, they informed that that fee was because my daughter had turned 18 and she was considered an adult. I asked to speak to a supervisor, [redacted], and told her that the fact that my daughter had had a birthday did not give Life Lock the right to touch my checking account. I requested to Ms. [redacted] a refund for the unauthorized debit, and I also requested to cancel my policy immediately because I did not wish to continue doing business with a company who I felt had practiced an unethical billing practice that affected me. I also asked Ms. [redacted] a refund for the unused balance of my renewal policy which was a debit on October 28, in the amount of $175.99.Desired Settlement: I want Life Lock to refund me the amount they owe me for 10 months of unused protection services.

Business

Response:

We are writing in response to your letter dated February 3, 2015 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. [redacted] enrolled herself and her minor daughter on October 27, 2013 in the Standard LifeLock plan. [redacted] was charged an annual amount of $110.00 on October 27, 2014 and her daughter was charged an annual amount of $65.99 on the same day. [redacted]’s daughter turned 18 and was upgraded from LifeLock Junior to LifeLock Standard Service. A prorated refund was issued for $55.87 on December 27, 2014 and she was charged an annual amount of $111.40 for the upgraded plan.When a minor becomes an adult, LifeLock sends a notification one month prior indicating the minor’s account will be transitioning to an adult plan. The guardian has the option to continue the plan or discontinue services, if LifeLock does not receive notification the minor plan will automatically upgrade to an adult plan. On December 7, 2014 the member was sent an email notification indicating the minor will be automatically upgraded to a standard adult LifeLock membership. We did not hear from Ms. [redacted] regarding her daughter’s account until after the minor account was automatically upgraded. The account was cancelled on December 30, 2014 per [redacted]’s request and a refund was issued on January 26, 2015 for $90.71 and $199.70.I made two attempts to contact Ms. [redacted], on February 3, 2015 and February 5, 2015 and was unable to reach her.We hope this resolves the matter to the satisfaction of your office.

Review: 14 months ago I signed up for LifeLock's premium service that was supposed to protect me from identity theft. Since then both my wife and my Social Security numbers have been used to file fraudulent tax returns, both our debit cards and bank account information have been used fraudulently and the only thing LifeLock has alerted me to are sexual offenders moving into my neighborhood. Everything that Lifelock has charged me $52 a month for; I can do on my own. So why would I pay $52 a month for 14 months if I receive no valuable service? I called this morning to cancel (notably I lost my cool over the phone) and their response to my complaints was that they can help me if my bank holds me responsible for the fraudulent charges. My bank has i.d. theft protection for those instances and I get that service for free. They told me that my social security number wouldn't be protected from false tax returns because they cannot get access to government databases. But when I signed up for this service it was because my social security number was used to file a fraudulent tax return and LifeLock was supposed to help as their tag line says "Relentlessly Protecting Your Identity". Their tag line should say "Relentlessly Protecting Your Identity As Long As It Doesn't Relate To Your Social Security Number Being Used To File For Anything Involving A Government Agency Or Anything Involving Any Bank Or Financial Institution Not Within Our Network"Desired Settlement: I would like a return of every cent I paid to LifeLock for the entirety of my membership and I would like LifeLock to put disclaimers and to explain to their potential customers what it is that their services CANNOT do versus its claim of relentless protection which is a lie.

Business

Response:

I placed an outbound call to [redacted]. We discussed his concerns and frustrations with LifeLock. I advised that LifeLock will take into full consideration his suggestions and feedback for a clearer understanding of our business process and practices. We discussed how he did receive 2 alerts from LifeLock in November of 2013 that were credit related. Per our discussion, member was satisfied with an immediate pro-rated refund from the day of his cancellation on 5/17/14.

Review: I cancelled my membership in December 2013. Very hard to gain membership, because of disbelief of person purchasing. On March 8th I purchased the full year package for my child and I for just under $400.00 that started on the 8th of April? Yesterday I cancelled and requested refund, but the amount refund is not agreed upon. The reason, my credit report SCORE dropped almost 700 points on March 9th. The sex offender register alert is in another state, they could not seem to change this back to Washington [redacted]. And other reasons as well. I also updated a different credit card since the prev. one on file was lost. They actually questioned me.

Today my bank in which I opened the account in 2013 informed me they tried to charge my account on March 31st and April 1st MONTHLY. Though I cancelled the monthly package in 2013, they did wait until March 7th and charged me $43.00... Why are they still charging me. Please view the last email.

Subject

Support Request: Cancel new membership that starts on April 8, 2014.

Response Via Email ([redacted]) 04/03/2014 02:27 PM

Dear [redacted]:

I have researched your account and we show that you re-enrolled on 3-8-14 the card you put on file for you annual charges ended in [redacted]. You opted for the Ultimate plan and [redacted] was enrolled in the LifeLock Junior plan.

Your card was charged a total of $362

$297.00 was your annual charge

[redacted]'s charge was $65.99

The sales tax in your state as $22.00

You cancelled on 4-3-14. You will be refunded the unused portion of your membership within 30 days.

If you have further questions you will need to call us.

If at any time you have questions or need to make changes to your account, just visit your secure online member portal by going to www.lifelock.com. For additional support, email us at [redacted] or contact us at [redacted]. We're here 24 hours a day, 7 days a week.

Sincerely,

LifeLock Member ServicesDesired Settlement: Refund the full amount for my [redacted] credit card on file( ending [redacted]) since my package did not start until 04/8/2014. In the normal 7-10 business days NOT 30 days.

Stop charging my [redacted] monthly, they charged me 3/7/2014 for $42.00, why are they charging me on the 31st of March as well per [redacted] today. They should not be charging me. Is thier 2 accounts? Why would they charge me when I purchased a year policy/package that starts on the 8th of April, 2014. Nothing makes since.

Business

Response:

RE: Complaint ID#: [redacted]

Dear Ms. [redacted]:

We are writing in response to your letter dated April 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.

Ms. [redacted] enrolled in our LifeLock Ultimate service initially on November 24, 2013 with 30 days free. On December 24, 2014 LifeLock attempted to take payment, but was unsuccessful. On January 4, 2014 member sent in an email requesting an extension on payment due to needing to update her credit card on file.

On February 16, 2014 Ms. [redacted]’s account was cancelled due to non-payment. On March 8, 2014 payment was taken for $40.73 to cover the membership from December 24, 2013 – February 16, 2013. Our Billing department processed a void on March 8, 2013 for the $40.73 payment.

On March 8, 2014 Ms. [redacted] enrolled herself and a member into LifeLock Junior. At that time she was charged $384.99. This included her Ultimate membership at $275, LifeLock Junior at $65.99 and sales tax for $22.00.

On April 7, 2014 the account was cancelled per Ms. [redacted]’s request. On April 8, 2014 a refund for $337.13 was processed for the remainder of the membership. Ms. [redacted] was contacted to confirm cancellation of account and refund processed. Acceptance of the refund was received by LifeLock from the member.

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

Sincerely,

[redacted]

Member Services Manager

LifeLock, Inc.

Review: I cancelled my account via phone on Dec 5. For some reason I was charged the $22.50 to renew on the 7th. Also the credit card number that was used was also cancelled Dec 6th, so this could not be credited back to that account. I called Dec 12 to ask why my credit card was charged and was informed that no one had processed my request to cancel this account. What do you mean??? Thats exactly why I called before it would auto bill me again. The person on the phone said they could process the cancellation, but I did already. In fact the person I spoke with on the phone the first time had a nice conversation with me, and assured me that this payment would not auto deduct on the 7th. Just cancel the service and refund my money!!!!!!!Desired Settlement: Return my $22.50

Business

Response:

We are writing in response to your letter dated December 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 December 14, 2013 a LifeLock Resolution Specialist contacted Mr. [redacted] to address his concerns. To comply with Mr. [redacted]’s request, his LifeLock account was cancelled and a refund check for $22.50 was requested. We feel that we have addressed his concern accordingly and we hope this resolves the matter to the satisfaction of your office.Please let me know if you have any questions. Have a wonderful holiday.

Lifelock charges a premium for continuous monitoring of credit and bank accounts. (1)At any given time at least 1 of my accounts is not available (Per Lifelock Customer service it is always because my credentials have changes-{when they haven't}, the website is down {usually wasn't}, something that they couldn't explain{nearly 100% of the time}. (2)Credit accounts would say that they were updated, but be months out of date. The support representative would have me delete the account and it would be correct until I used it, then never updated.

They sell services that they know do not work, claim that they do work, then when they run out of excuses, tell you that you can rely on their other services.

Review: Our father, [redacted] bought a subscription to Lifelock and the charges were automatically being billed to his credit card. As our father became ill, my sister, who was "power of attorney" for him, tried to cancel the service and the charges. She faxed to Lifelock on 2/16/16 all of the appropriate documents to order the cessation of these charges. She was instructed to call back in 3-5 business days to confirm the cancellation of the services. When she called back in the specified time frame, she was told that they had not reviewed her request yet. Our father expired on 2/25/16. We received notification from Lifelock that his credit card would be charged on 3/10/16 for more fees. We have attempted to call Lifelock again to stop these charges and cancel the account, they now want to see the death certificate. This should have ended on 2/16/16 when the documents were submitted.Desired Settlement: this company has completely circumvented our request to cancel this account even though the recipient of this account is now deceased. It is obvious that they will do anything to continue charging a subscribers credit card, even after death. They should not be in business providing services to the elderly.

Review: This company is advertising a 60 day risk free under the name BANK but they will not honor it. I saw it on a commercial with a security guard in it. I talked to an agent named Jessica online that didn't acknowledge the promotion.Desired Settlement: I would like them to honor their current advertisement

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: My husband [redacted] died JAN. 17 2015 . I contacted Lifelock to notify thrm. Since he had renewed membership in Nov. 2014 they credited his charge cards ending in [redacted] a total of $216..99. The card company issued me a check for that amount. In addition they closed his account. Then I started receiving calls from Lifelock that stated they had also credited $433.43 and wanted that back. I contacted my husbands card company and they had no record of anything other than the $216.99. I called lifelock to let them know and they have been harassing me since and insisting I give them a credit card number so that they can recoil their money. I have tried to explain there is no credit card. I even wrote them a letter trying to explain. They called again yesterday and told me unless I give them a credit card number they will continue to call me and bring legal action

I am also a member of Lifelock. My membership is paid up through Nov. 2015. I have no intention to renew. Please help me.Desired Settlement: For Lifelock stop harrasing me and correct thier mistake.

Business

Response:

We are writing in response to your letter dated April 14, 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], along with her spouse [redacted], enrolled into the LifeLock Ultimate Service on October 30, 2012. On April 1, 2015, [redacted] notified LifeLock of [redacted]’ passing and cancelled his membership. [redacted] has since been receiving phone calls from LifeLock advising that her membership is about to lapse due to missed payments. I contacted [redacted] today to advise that the phone calls were happening in error and that we have since corrected the issue. We hope this resolves the matter to the satisfaction of your office.