Lifelock, Inc.

I made calls today into their customer service lineThe 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 questionsI 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 faxWho 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 informationWhile looking, I notice I did answer the questions (last four of the card number and other members on the account) correctlyThis got me a little fired up
I called a third time, and a man answered this timeAfter 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 *** do I need to do" I askedHe 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 onlinehe 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 helpfulI am now going to cancel my account on this accord

Dear Dispute Resolution ConsultantWe are writing in response to your letter dated 08/13/regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.Ms*** enrolled with
LifeLock on 06/26/using a promotion for Sun Country Airlines in the LifeLock Ultimate Plus plan on a monthly basisIn reviewing Ms***’s account, she emailed LifeLock on 07/15/stating she had an account question, but no other details were providedWe informed her how to log in to her secure portal to make changes or ask questions.On 08/07/her email was received requesting contactWe advised for security purposes we don’t place outbound calls to collect personal information, but provided her with two phone numbers she could callI listened to the calls placed by Ms*** and confirmed that while I can hear the agents, she cannot be heard on the line.I placed a call to Ms*** on 08/13/and 08/18/2015, both times leaving a voicemail with my contact information and have not received a responseIn addition we have sent her an email with directions on how to request her cancellation online if she is still unable to contact us.We hope this resolves the matter to the satisfaction of your office.Sincerely,
*** ***Identity Account Operations ManagerLifeLock, Inc

Lifelock told me that it may take days for this incident to be taken care of They are aware that I am canceling their service and they are just trying to get me to stay for another days It took a complaint to the Revdex.com to get them to get them to start to move rather than waiting
for 15-days as they originally told me I have spent the better part of two days filling out forms and contacting credit bureaus on my own because they are too busy to do what they are paid to do All the investigator that called me offered to do was to call the bank where the identity thief attempted to take out the card I have already done this weeks ago Based on their reaction to this incident I find their recent advertisements about not just observing an issue but actually doing something about it to be misleading and based on my experience.The $I have requested is to pay someone else to do what I was already paying Lifelock to do but that they do not seem interested in doing I do not accept this response My account will be be terminated at the end of this billing cycle ***

See attachment

This company does whatever it can to push you onto one of their ridiculously expensive plans… call them, and they take your through a 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!

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear
below.I can't believe that this business said I changed my planI thought I had the same plan since I started with this businessI never asked for a reduced plan they acted like the rate was going down due to my continued enrollment not to get a cheaper planThey never helped me with my husbands case of identy thiefAll I can say is life lock is a scam they take your money and when you need them they disappearGod knows the truth you reap what you sow.
Regards,*** ***

June 27, 2016Dispute Resolution ConsultantRevdex.comN12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: ***Dear Dispute Resolution Consultant,We are writing in response to your letter dated 6/6/regarding John
***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.John *** was a member of Lifelock since July 13, He had our standard Lifelock serviceMr*** paid annually for his membership and this occurred on July every yearUp until Lifelock would request on a member’s behalf that they receive their annual credit reportsThese are free for consumers to receive their credit reports without scores once a yearLifelock encouraged our members to review their credit reports yearly and as a courtesy we had requested them on their behalf The last annual credit report we requested was October for Mr***Effective January 1, 2013, Lifelock no longer requested annual credit reports by mail from the credit bureaus on behalf of our members as part of their membershipWe notified our members of the change and also advised there was no other changes to the proactive nature of our serviceWe added the link *** on our webpage with the easy instructions to order annual credit reports online, by phone, or by mail from the credit bureausWe apologize that the representative was not able to effectively communicate the free annual credit report process without scores changed and that his Lifelock Identity Theft Protection service did not change.Members may cancel Lifelock at anytime and are under no obligationIf a member cancels prior to renewal date a prorated refund is givenMr*** cancelled on June 3, and a prorated refund was given for Mr*** requested that he be refunded the full amount he paid Lifelock for the past yearI have requested a full refund be done effective back to July 13, as the member requested even though he had his Lifelock protection service in placeAn additional credit has been issued for 88.42.We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N***SrMember Experience SpecialistLifeLock, Inc.PLEASE NOTE: LifeLock will never require you to provide personal, financial or identification information on a LifeLock-initiated callIn the event that LifeLock does contact you, we will always ask that, for your protection, you call us back at 1-800-LifeLock (543-3562) or go to your online portal at LifeLock.com to provide the necessary information. No one can prevent all identity theft

Dispute Resolution ConsultantRevdex.comN12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: ***Dear Dispute Resolution Consultant,We are writing in response to your letter dated June 8, regarding *** ***’s response to our initial replyLifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.We have attempted several times to contact Ms*** and were unable to reach her or leave a messageWe would like to assist Ms*** in confirming that LifeLock refunded the $In order assist we conduct a three way conversation Ms*** and her banking institutionIf she agrees she may contact me directly at ###-###-#### when she hears the announcement press then and my extension is Another option is she can fax her bank statement showing that LifeLock withdrew the $and upon receipt our billing department will review the statement and provide the transaction history to the bank that we refunded the sums of $and cents our fax number is ###-###-#### Attn: Denise SuggsThe third option if she chooses not to call or fax myself, she can dispute the charge she see’s with her bank.We have verified that the proper refund was submitted to her financial institution and will make sure if there is any discrepancy between LifeLock and her financial institution we will rectify with any of the above options that Ms*** chooses.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S*** Sr Member Experience SpecialistLifeLock, Inc

Dear Dispute Resolution Consultant:We are writing in response to your letter dated April 1, regarding *** *** LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or
services. *** enrolled on December 30, into the LifeLock Standard service His enrollment also included an incentive to receive an *** gift Card after days of enrollment *** called into LifeLock and cancelled his membership on January 30, Upon cancellation on his 31st day of enrollment, his card was not automatically sent I contacted *** today by phone and discussed his concern As a result, today we have submitted for the Gift Card to be mailed to him and it should arrive in one week We hope this resolves the matter to the satisfaction of your office

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

Please see attached response.Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 9/24/regarding *** ***LifeLock is
committed to providing a world class experience to all of our members,
including the resolution of any complaints regarding our products
or services.*** *** stated
that she had contacted LifeLock because she was having issues with our
website. Ms*** stated that the
LifeLock agent was very rude and hung up on her. Ms*** has requested a full refund on
their canceled membership.We
are sorry to hear about the experience you had.
LifeLock takes pride in our customer service and does not tolerate rude
behavior towards our membersWe sincerely apologize on behalf of the agent
that misrepresented our companyYour feedback has been forwarded to this
agent's manager and we assure you the issue will be addressed.We
are aware of an issue with some financial institutions that are not allowing
LifeLock to access accounts for security reasonsDue to the institutions
internal security measures their system will automatically log LifeLock out of
the account after a period of timeUnfortunately LifeLock is unable to prevent
this log out from occurring, though we are sometimes able to re-log in with the
credentials provided through the member portalWe are processing a
full refund to the card on file. Please
allow 5-business days. Again, we
apologize for your negative experience.We
hope this resolves the matter to the satisfaction of your office.Sincerely,Sally
M*** Associate
Product Support Analyst; Member AffairsLifeLock
(a Symantec company)

We are writing in response to your letter dated 04/10/regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.*** ***’s brother, *** ***, enrolled with
LifeLock on 03/20/in the LifeLock Ultimate planOn 03/10/*** *** reported the passing of her brotherDue to her not being a member on the account, we requested a copy of the death certificate in order to cancelWe received the document on 03/31/2015, cancelled the account and refunded back to the date of death.On 04/14/I spoke with *** *** and was informed that she was on her brother’s bank account not LifeLockShe discovered charges from *** dated 08/11/2014, 12/01/and 12/25/She reported these to the bank around the first week of March, but due to it being outside the days, stated in their terms & conditions, they would not reverse the chargesShe also contacted *** and was informed they were fraudulent, but could only reverse if the bank didI explained how the LifeLock service works and the plan her brother enrolled with did not provide access to send alerts in regards to transactions on current accountsI did inform that I would consult with our Legal to see if any other steps could be takenDue to us not being able to obtain permission to act on his behalf we would not be able to contact the bankI provided Ms*** with some additional steps that she could possibly take to get resolution with the bank and ***. I was able to find that the new credit attempts were after the member had passedLifeLock Alerts go to the member’s contact information on fileDue to the passing, no one would receive these alerts unless that had access to his informationTo provide protection to her brother’s information I advised her to send a copy of the death certificate to the credit bureaus in order to have the credit files flaggedThis would prevent new lines of credit attempts as well as stop pre-approved credit card offers

See attached. Thank you.Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 10/2/regarding *** ***LifeLock is
committed to providing a world class experience to all of our members,
including the resolution of any complaints regarding our products
or services.The parents of Jamie
Knott stated that for the past four months they have tried to speak with
LifeLock to cancel their daughter’s membership but they were not allowed access
to her account. They stated that they
blocked the charges with their bank but LifeLock continued to charge their
card.We
apologize for the confusion. For
security reasons, you would be unable to update information on your daughter's
account unless we have a power of attorney on fileWe have since spoken with
*** *** and verified that her account was cancelled. We advised her that we will issue a refund for
June, July and August to the card on file.
Please allow 5-business days for the refund to be issued. In addition, we advised MsKnott that
because they disputed the most recent transaction with their bank, they will
receive a refund for September via the dispute process with the bankWe
hope this resolves the matter to the satisfaction of your office.Sincerely,Sally
M***Associate
Product Support Analyst; Member Affairs

Please see attached letter. RE: Complaint ID#: ***Dear
Dispute Resolution ConsultantWe
are writing in response to your letter dated November 25th, regarding
Daniel S*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
S*** enrolled in our Lifelock Standard Service on August 22nd,
pursuant to a direct mail invitation to rejoin Lifelock and receive days
free plus a $gift card since MrS*** had previously been a member in
May of 2015. MrS*** subsequently
cancelled his enrollment on September 22nd, to fulfill the
requirement of days as a member in order to receive the gift card. Since the timing just barely eclipsed the
day requirement, we failed to submit the gift card request in a timely manner. We have since initiated this gift card
fulfillment request and expect MrS*** to receive his gift card within 7-
business days from the date of this letter.
We certainly apologize for this delay as well as any frustration caused in connection with
this matter.We
hope this resolves the matter to the satisfaction of your office.Sincerely,Maurice
F* Manager | Escalations & Identity Account Operations LifeLock,
Inc

Lifelock told me that it may take days for this incident to be taken care of They are aware that I am canceling their service and they are just trying to get me to stay for another days It took a complaint to the Revdex.com to get them to get them to start to move rather than
waiting for 15-days as they originally told me I have spent the better part of two days filling out forms and contacting credit bureaus on my own because they are too busy to do what they are paid to do All the investigator that called me offered to do was to call the bank where the identity thief attempted to take out the card I have already done this weeks ago Based on their reaction to this incident I find their recent advertisements about not just observing an issue but actually doing something about it to be misleading and based on my experienceThe $I have requested is to pay someone else to do what I was already paying Lifelock to do but that they do not seem interested in doing
I do not accept this response My account will be be terminated at the end of this billing cycle
***

I am rejecting the response from LIFE LOCK due to LIFE LOCK's is misleading customers LIFE LIFE advertisement you tube video on the Life Lock's official You Tube channel States $ Million dollars guaute However, the small print says
" UP TO " $ Million dollar. The You Tube video URL is as follows: ***
At minutes and seconds in to the You Tube video , The samll " UP TO " wording can be seen in micro small print I was a life lock customer, and now I may purse a law suit against Life Lock for $ 5, Dollars . Thank you *** ***

RE: Complaint ID#: ***
Dear Ms***:
We are writing in response to your letter dated February 23, regarding our member, *** *** 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 October 20, 2012, *** *** enrolled in LifeLock Basic service at an annual cost of $ In January of Mr*** changed his plan to LifeLock Command Center, changing his annual cost to $and changing his renewal date to January of
On January 20, 2014, Mr***’ card on file with LifeLock was charged $for the annual renewal of his membershipMr*** contacted LifeLock on February 18, to cancel the account Pursuant to Mr***’ request his account was cancelled and a full refund of $was issued
We unsuccessfully attempted to contact Mr*** to confirm the cancellation as well as the refund and to inquire if he would like to discuss the matter further
We hope this resolves the matter to the satisfaction of your office
Sincerely,
*** * ***
Member Services Manager
LifeLock, Inc

September 21, Dispute Resolution Consultant Revdex.com N12th Street Phoenix, AZ 85014- RE: Complaint ID#: *** Dear Dispute Resolution Consultant, We are writing in response to your letter dated August 30,
regarding *** ***sLifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services Mr*** *** enrolled in LifeLock on March 3, in the Standard PlanMr*** stated he did not consent to an unauthorized charge of $on his company visa credit card to continue his LifeLock We apologize for any inconvenience this may have causedWe have investigated the matter and found that Mr*** had contacted LifeLock on March 14, to cancel his account and the call was disconnectThen we received a letter from Mr*** on March 18, requesting his account to not be automatic renewed and cancelled Due to security measures that are in place we are unable to cancel a LifeLock account via mailWe have since cancelled Mr***’s account on August 2, due to the member requesting a charge back from his credit card provider We hope this resolves the matter to the satisfaction of your office Sincerely, Jamie H*** Member Affairs LifeLock, Inc PLEASE NOTE: LifeLock will never require you to provide personal, financial or identification information on a LifeLock-initiated callIn the event that LifeLock does contact you, we will always ask that, for your protection, you call us back at *** ***) or go to your online portal at LifeLock.com to provide the necessary information

Dispute Resolution ConsultantRevdex.comN12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: ***Dear Dispute Resolution Consultant,We are writing in response to your letter dated 07/07/regarding *** ***LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. Thank you for your feedback regarding receipt of emails from LifelockI apologize for any inconvenience this may have causedI have requested to opt you out internally of our marketing emailsThis process could take a few weeks to become effectiveIn addition, Lifelock does have partnerships with thousands of companiesThese companies may offer LifeLock as a benefit and if you are a member of that company, you may continue to receive LifeLock promotions from them You may wish to opt out of the Direct Marketing Association to minimize marketing mailers from LifeLock and other companies as wellAny email should also have an opt out option regardless if the email is directly from Lifelock or a partner. The process for opting out of unsolicited mail through the Direct Marketing Association is simpleYou can do this yourself for free online or for $through US mail.•Online: Please go to www.dmachoice.org and fill out their online form.•Mail: If you do not have access to the internet, you may send your request via US mail to:DMAchoice*** *** *** ** *** ***Carmel, NY 10512We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N***SrMember AffairsLifeLock, Inc