Lifelock, Inc.

Review: The reps I have spoken to over the last 48 hrs, at least 6 persons. Three of these reps gave me different features in regards one of their products and there is no apology offered and simply a curt attitude from the reps., [redacted] and [redacted], who I dealt with.

I attempted to contact lifelock to cancel within a few hrs of upgrading, but this was not possible to be downgraded. I then emailed lifelock and I was informed that I had to contact them over the phone or through their portal. I had sent them the email from my account and thus it is not easy to navigate their website.

Just in general, I have found that the persons I have spoken to are not knowledgeable about their products and was not offered any further advise apart from what I had already done to protect my ID after a theft. I even had to ask them should I place a freeze on my accounts and they said that they would recommend this but yet they never told me to do this.Desired Settlement: I would also like a credit, billing adjustment or I will cancel our memberships. I also want an explanation why your customer service reps are so ill equipped to deal with customer questions involving ID and the reps constantly had to defer to another person for the answer. Your staff seem to be arrogant. The same security questions are always asked and thus this also seems to be a security issue.

Business

Response:

We are writing in response to your letter dated February 22, 2015 [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 2, 2013 into the LifeLock Standard service. On February 19, 2015, he called in and upgraded his service to the LifeLock Ultimate Plus service. Two days later, on February 21, 2015, he called into our contact center and asked to downgrade his service back to the LifeLock Standard service, which was completed during his call. I contacted Mr. [redacted] on February 25, 2015 regarding his concerns with our service representatives. He was concerned with the quality of service from the representative he spoke to, and also concerned with our authentication process. I have passed along his concerns to those who can coach our representatives and also implement his suggestions regarding authentication. Due to his frustration, a 30% discount on his services was applied to his membership on March 2, 2015.We hope this resolves the matter to the satisfaction of your office.Sincerely, [redacted]Member Services, ManagerLifeLock, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: LifeLock sent me a notice in the mail that it was going to bill my annual payment ($247.50) on 09-07-2013 to my credit card (annual payment due date).

They then charged my credit card for the annual amount on 08-07-2013 (1 month earlier than they were supposed to).

I contacted LifeLock several times to find out the following:

1) Why I was sent a letter telling me that I will be billed on 9-7-2013 yet was actully billed on 8-7-2013.

2) Why they charged my annual fee 1 month early.

3) If they were going to try and make my new annual date 1 month earlier.

4) Verify that they were NOT going to charge me again on 9-7-2013 for the annual payment.

5) Verify that my next annual due date would be 9-7-2014.

In several phone calls no one could give me a single answer to any of my questions. I was repeatedly put on hold and 2 times was hung up on.

I have still yet to hear from anyone as to why I was falsly charged 1 month ahead (is that billing fraud?).

I even sent an email in which I did not receive any answers to my questions.Desired Settlement: I would like to have some concrete answers to my 5 questions/concerns shown above.

If LifeLock is supposed to be monitoring my finances yet their own in in this type of dissarray, can they really be trusted to watch mine?!

Business

Response:

August 30, 2013

Marissa Fellows

Revdex.com

4428 N. 12th Street

Phoenix, AZ 85014-4585

RE: Complaint ID#: [redacted]

Dear Ms. Fellows:

We are writing in response to your letter dated August 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.

Mr. [redacted] enrolled with LifeLock on May 7, 2010 and is currently an active member on our Ultimate plan. On August 30, 2013 a LifeLock Resolution Specialist spoke with Mr. [redacted] and assisted him with answering his questions and adjusting the billing on his LifeLock account. Mr. [redacted] stated at that time that he was satisfied with the results of our actions. As a good faith effort LifeLock has also provided Mr. [redacted] with 3 months of free service.

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

Sincerely,

Resolution Manager

LifeLock, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Based on a conversation that I had with [redacted], a Resolutions Specialist. She was committed to making me feel comfortable with the reasons for the billing discrepancies and made sure that I understood what she had proposed to me as a solution. [redacted] had to endure my ire over the lack of response from LifeLock over the last few phone calls and was a pleasure to deal with. I would like to make sure that LifeLock understands that they have a valuable employee in [redacted] and should recognize her as an outstanding employee by the way she dealt with the situation, all the time staying polite and pleasant as well as understanding. As of now I consider this complaint resolved.

Regards,

I cancelled my services with LifeLock on July 19, 2015. The reason for this cancellation was LifeLock's failure to provide timely notification of account transactions they were supposed to be monitoring as part of their services, either via email or SMS text. There at least 9 transactions on my credit card and bank account that should have been logged by LifeLock but were not after a period of about 10 days. I consider this a serious failure of service for a firm that is supposed to be protecting my identity.

I made two calls for a total of about 50 minutes to try to find out why the LifeLock system suddenly quit working as promised. The service reps were of no help and merely open help tickets which were addressed by an automated email that provided basic documentation on how to check the settings. I made no setting changes and the system simply quit working and no one at LifeLock was able to correct the problem. After 2-3 days of no support on this issue, I called and cancelled my subscription for both accounts and opened an account with another service. The attitude was far too nonchalant for a company that is supposed to be serious about identity theft protection.

On July 28, 2015 I called to inquire as to when I might expect the credit for the unused portion of the subscription and was told it would take up to 30 days to process the refund. I stated that was unacceptable and asked them to expedite the refund. I was then told they could not expedite it until after 30 days. I find it totally unacceptable that a technology dependent company is so restrained by its own technology that it cannot satisfy a customer's (albeit a former customer) request for expedited service. 30 days is so unacceptable that I informed them I would be looking into filing in small claims court to seek relief if they fail to get the refund to me by August 18th.

When my Annual renewal came up Jan of 2015, my credit card had expired. I renewed using my new card and paid in full for the entire year. Lifelock continued to call and e-mail me telling me that I had not paid. I called and tried to work with Supervisors who assured me that I was paid in full but the system just canceled me and get this.. the system refunded me the balance of my paid subscription. When I called Lifelock, they still could not correct their problem with their billing system. After demanding a refund for the full amount paid if they were just going to cancel me.. Lifelock didn't even attempt to retain me as a customer but refunded my money and told me to have a nice weekend. I am glad that Lifelock has so many customers that they can feel the need to treat me like they did. I was a paying customer that Lifelock didn't seem to want. Unreal!

Review: I tried to cancel my service or prevent the automatic renewal. EAch time I called the message said the wait was 18 minutes. I finally waited more than 15 minutes to speak to a reprsentative. When I told him I wanted to cancel my membership he put me on hold again for another 10 minutes. This company is a ripoff and uses fraudulent practices to prevent customers from cancelling their accounts. I requested a new passwod for my online access and never recieved a reply.Desired Settlement: I want to cancel my service and prevent the automatic renewal.

Business

Response:

We are writing in response to your letter dated October 6, 2014 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. [redacted] enrolled with LifeLock on October 17, 2006 with the LifeLock Basic program on the Annual plan. I have confirmed that Mr. [redacted] was able to successfully speak with an agent on October 6, 2014 and set up his account on a ‘Do Not Auto Renew’. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

Review: Have been getting unwanted mail from Lifelock. I have tried to call on two different occasions to ask them to take my name off their mailing list but have been unsuccessful. Each time that I called I have been on hold for at least twenty minutes.Desired Settlement: remove my name from your mailing address

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.

Review: I am a long-standing customer with Lifelock. At one time, I received outstanding customer service from the company, but something has changed. Starting on July 4th, I started having connectivity problems between Lifelock and [redacted]. I worked directly with the bank and had the manager ensure that I could connect to my account and then we successfuly connected using my user ID and password at the bank. The connection went through and erased the error and connectivity issue from Lifelock's system. But I would always get an email the following day from Lifelock telling me that Lifelock could not connect to the bank. It became Groundhog Day over and over again. I finally stopped connecting, knowing that the next day it would come back as not connecting. I have requested tickets to fix the problem ([redacted], [redacted], and some others that were dropped from the system). I have requested follow-ups to no avail. I was able to talk to one employee who told me that LIfelock has a glitch in its system right now regarding connectivity issues with some banks and mine was one of them. The problem is that this is going on a month without any fix being provided or offered.Desired Settlement: I am hoping that I can talk to somebody with Lifelock who knows what they are doing. I end up talking to many younger employees who read from a script, but they don't have the experience to deal with this type of problem. I want to work with somebody at the company who will honestly tell me that the company is having a problem connecting with my bank and then tell me where they are in the process of fixing it, providing me a telephone number I can contact regarding my specific problem. I do not want to talk to new hires who don't understand the problem.

Business

Response:

We are writing in response to your letter dated July 31, 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.I spoke with Mr. [redacted] on August 5, 2015 in regards to his LifeLock Ultimate Plus account. I explained to Mr. [redacted] we were unable to refresh his accounts as his financial institution is requiring that he acknowledges the updated terms and conditions of his financial institution. Once Mr. [redacted] logs into his financial institution and accepted their terms and conditions, Mr. [redacted] should be able to reconnect to his accounts.We hope this resolves the matter to the satisfaction of your office.

Review: Lifelock will only allow their customers to cancel services with them via phone call. I have tried on multiple times (January 10th, January 17th, January 24th and February 28th) to call them where I select the option to cancel service but get put on hold for what they say will be "approximately 14 minutes". On all six of my attempts to do this, each time ends up being 17 minutes and then the phone call is terminated. I tried to go through a couple of different options in their menu and each results in the same wait and call termination. I would like to cancel service with Lifelock but they make it impossible to reach and they have very long hold times and the hold music is very loud and distorted which makes it difficult to wait for a live person. I have been putting them on speaker while waiting but the call eventually terminates on its own. Extremely frustrating and unacceptable. I have notified my credit card company to dispute any further charges going forward from their last day of month billing cycle. I was billed January 31 and February 28th but want this to stop.Desired Settlement: Cancel my services and stop billing me every month.

Business

Response:

We are writing in response to your letter dated March 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 May 1, 2011. Due to a financial hardship, Mr. [redacted] attempted to call LifeLock on Jan 10, 17, 24, and also February 28, 2015 to cancel his membership, but was unable to connect to a representative. He was also frustrated with our hold music. On March 6, 2015 I spoke with Mr. [redacted] regarding his concerns. I cancelled his account and provided an additional $30 refund to make up for the last 2 months of his active membership he wasn’t wanting. I have also forwarded his concern with the hold music to the team controlling it. We hope this resolves the matter to the satisfaction of your office.Sincerely, [redacted]Manager, Member ServicesLifeLock, Inc.

Approximately 18 months ago I contracted with Lifelock for the purpose of registering my bank accounts for ID theft protection. Although the monetary cost

is not important, the promise that Lifelock made was not forthcoming. For the

last 8 months I have been unable to connect with my [redacted] account. When I called for support, I was told that they could not help me. It just seems to me that if a product is offered for a price and that product is not provided then I should not have been charged $359 per year. I cancelled the contract, but the Lifelock support team suggested that I delete this account and re-establish the account. The support person: Leo stated they are refunding a pro-rated amount which, to me is not satisfactory.

for me. This service is not what it advertises.

I have had Life lock for years. When someone went to see a doctor and used my identify I called them and they said they would call me in a couple of days. When they called they added a fraud alert and said they would contact the collection agency and they did nothing. I had to do all the work and they never called or followed up. They promise they will help but when something happens they do nothing.

My wife and I signed up for LifeLock in April 2015. In June, I opened a credit card account with [redacted]. LifeLock did not catch the new card being opened. The card from [redacted] never arrived so I cancelled the account. LifeLock did not notice the cancellation of the account. Due to the OPM data breach, I have free service for 18 months with another credit monitoring service, CSID. CSID caught and alerted me to the [redacted] account being opened.

When I went to cancel my service with LifeLock, the cancellation process took way too long. I was subjected to repeated sales pitches and then put on hold for five minutes. I explained to the rep that I read the information on the LifeLock web site and really did not want to keep my service. The pressure continued. The messages while I was "on hold" were continued scare tactics.

Seriously, I can't recommend LifeLock either for the service they say they provide or their customer service.

I have had Lifelock over 2 years. I pay 25.00 dollars a month. I thought I had protection on my bank account and card. It was an account that was listed on their site. This account yesterday 9/2014 was used by an out of the country entity. I was able to stop any further withdraws from this account because I check this account daily. THIS COULD OF CHANGED MY LIFE.

SO I CALLED LIFELOCK BECAUSE I WAS NOT NOTIFIED EITHER ONLINE OR BY PHONE OF THIS INTRUSION ON MY BANK ACCOUNT. I WAS THEN ADVISED THEY COULD DO NOTHING. I WAS NOT COVERED OR PROTECTED. I OWN MY BUSINESS AND I WILL ADVISE ALL THAT I KNOW OF THEIR REPLY. I HAVE ADVISED ALREADY THOSE WHO HAVE LIFELOCK AND THEY ARE SHOCKED BECAUSE THEY WERE ALSO MISLEAD. NEEDLESS TO SAY WRONG CHOICE ON THEIR PART NOT TO TAKE ACTION ON THIS MATTER. I HAVE BROUGHT THEM BUSINESS I WILL NOW SHARE MY EXPERIENCE WITH EVERY ONE I KNOW. WHAT A WASTE OF MY MONEY. I WAS ASKED BY MY BANK TO CHANGE OVER TO THEM, I WISH I WOULD HAVE. I HAD NO IDEA THAT YOU CAN PAY FOR SERVICES AND NOT RECEIVE WHAT YOU PAY FOR.

I signed up for lifelock and paid them for the whole year. Then I decided to check my scores with the 3 credit brueaus the scores that lifelock gave me was All very far off from what my score really was so I called lifelock and explained to them what I found out and I also stated to them that I would like a refund. The customer service rep. told me ok,I still have not received any money from them. I signed up in March and I cancelled May I feel like they are scaming people out of their hard eard money!

Disingenuous registration and sales.

Registered myself and my wife for lifelock ultimate plus last month. After filling out the all required information, I was charged ~$300 for a years payment. One month later, I was charged ~$300 again for my spouse who I was told got 30 days free protection when I signed up. Very deceptive business practice that was never clearly disclosed when I initially signed up. Very dissatisfied. Will never use them again. Buyer beware.

Review: I have had their service since 5 11 2009. I have called numerous times over the years to ask why I was not notified, when we had applied for a home loan, car loan, credit card etc. I was always told it was because that lender or vendor was not one they monitored. I called again this past Spring and was put on hold for ever, so I hung up. When I just called and was told that all I have is insurance in case I have a problem, I was furious. This is not what I was told when I started their service nor since then. I was told that I would be contacted if anyone tried to apply for credit under either of our SS#'s.Desired Settlement: I would like a full refund going back to when we started with them. $1152 which is 5 years (60 months) plus 4 months since May this year at $18 per month.

Business

Response:

We are writing in response to your letter dated September 16, 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. On May 11, 2009 [redacted] and her spouse were enrolled in the LifeLock Basic plan. Since then, LifeLock has rolled out newer services to provide a variety of alerts to members. Mrs. [redacted] emailed LifeLock in April 2014 and received the response of the services that were covered under her LifeLock Basic Service. Before then other calls were placed to LifeLock and the services were explained to the member.On September 16, 2014 I placed a call to Mrs. [redacted] to address her concerns. I educated on the different levels of LifeLock informing the member that as identity theft grows and laws change, LifeLock progresses as well. We went through the newest services with Ultimate Plus and upgraded both Mrs. [redacted] and her husband to provide them with different alerts LifeLock has available.

I even choose an option that my ID was stolen - I was told to wait for on the phone for 35 min. Seriously !!!!. I monitor my CC and credit reports on my on my own thankfully. When I was in [redacted] last week you should have given me an alert which never happened. So, in fact anyone could have stolen my CC and debit card , drove to [redacted], swiped a big bill and you would do nothing, Why am I paying you for this convenience? Why should I trust you as a customer? I am really disappointed. All the claims your ads make are useless. Thank you

My family and I have been Lifelock customers since 2007 and as time has gone on I feel more and more lied to. In the past 16 months I or my wife have purchased a car, taken out a home loan, leased a car and taken out a line of credit and not once have I received anything from Lifelock. I have called twice about this and the answer is that we can only report from our member network, well the bank was [redacted] which are not small banks so I wonder who is "Part of their Network". I have just cancelled my coverage or lack of coverage and since my kids accounts were to expire a month before mine and my wife they cancelled ours on the same date as their computer system could not "handle" closing out the accounts on seperate days and thus we paid them for one month of service that we really are not receiving.

Review: I helped my mother *. [redacted] sign up to life lock. On one of their screens they ask if there is a spouse you want to add to the Life lock account. This page does not clearly state that by adding a new member, you will be charged an additional $247.00 dollars for membership. My parents are elderly and can not afford such an expensive membership. My mother wrote to them via certified mail to cancel the membership which they received and are not acknowledging that certified signed letter to request for membership cancellation to refund her. They are very dishonest company. If they are dishonest about such basic tenents. How can anyone trust that they will guard your identity from theft?Desired Settlement: 1. They need to be clear on their site on what they are charging and not charging and not mislead people.

2. They should have policies of less red tape for people who want to cancel their membership. They give you a lot of red tape to force you to keep a membership with them

Business

Response:

Dear [redacted],

In response to Complaint ID# [redacted], I have contacted [redacted], in regards to her concerns regarding the enrollment of her parents into the LifeLock service. She stated that there was confusion in knowing that additional members were to be charged a membership fee when adding them during the enrollment process. She requested a full refund of the membership fees.

I have verified that LifeLock has proceeded in refunding her all charges, totaling $495. This action is stated to be acceptable by the member.

Sincerely,

Manager, Member Services

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

1- Why a breach of my identity was sent 8 months after the fact

2- Where is the report vendor describes for me to look at

3- Is my identity currently at risk ?

Business

Response:

RE: Complaint ID#: 11398531Dear Dispute Resolution Consultant,We are writing in response to your letter dated 04/19/2016 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.I spoke to [redacted] on 04/18/2016 in response to a review he posted on the Better Business Website regarding his Blackmarket notification. I assisted him with the notification, explained the variation of dates and he was going to contact his credit card company to discuss changing his number because of the file sharing exposure of the card number.. I was also able to explain how each of the members in his family have separate login’s to view their personal data. Mr. [redacted] was satisfied with the resolution and assistance. We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N[redacted]