Lifelock, Inc.

Dear Dispute Resolution Consultant,We are writing in response to your letter dated June 22, 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 in the LifeLock Ultimate Plus plan on June 09, On June 15, Mr*** called in regards to a letter he received for the renewal of his membership with LifeLock In addition, we received Mr***’s written response requesting to have a detailed summary sent to him on May 28, We attempted to contact Mr*** at that time with no successFor security reasons this information is not sent via mailMembers have access to this information through their online accounts.Mr*** was sent an email on June 10, with information pertaining to details surrounding an email address that was found on the Black MarketMr*** viewed this email the same day it was receivedThese notifications inform the member that we found information and do not confirm it was soldThe notification advises the member to change their password when we have detected this information on the Black MarketThere are no alerts to a member having any other personal information sold on the Black Market.We attempted to reach Mr*** on several occasions to discuss his concerns but were not able to reach him A call was received from Mr*** on July 1, 2015, but I was out of the officeI have made another attempt to call Mr*** again to discuss his concerns however was unable to reach himIn addition, I have left my contact information with Mr*** so he may call and speak with me.We hope this resolves the matter to the satisfaction of your office.Sincerely,*** ***Manager, Member ServicesLifeLock, Inc

We are writing in response to your letter dated September 8, 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. Mr*** enrolled with
LifeLock on May 5, in the Ultimate plan with a promotion allowing him days freeOn July 8, he called and downgraded his account to the LifeLock plan with a representativeOn August 4, we collected a prorated amount for the downgrade of the service for the August and September payment.On August 5, Mr*** upgraded his service online to the Ultimate Plus planHe called LifeLock on August 15, and was offered an additional discount to keep his serviceI explained to Mr*** that due to the plan being changed after his payment date, on September 4, the system attempted to collect payment for August and SeptemberThe payment included months of service, plus proration for the discount change and any applicable sales tax. Mr*** understood the reasoning for the charges and I apologized for any misunderstandingMr***’s account is currenty active and in good standing with LifeLock. We hope this resolves the matter to the satisfaction of your office

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,
*** ***

Initially was told that this app's integrity was impeccable tracking, handling, processing any potential identity threat not limited to within hours access to Credit Score for another price Well, so far none of the services are accurate with their advertisements especially credit score
Would I ever recommend to a family member yet alone a friend, absolutely not
They do NOT commit to services or outstanding issues in timely manner
So, do not get caught in a services with glossy presentation about protection, on the contrary

Dispute Resolution ConsultantRevdex.comN12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: ***Dear Dispute Resolution Consultant,We are writing in response to your letter dated 6/27/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.I have spoken to *** *** today, 7/7/Our recent system changes were not able to support the change for a promo code offered to Mrs*** the day she calledThe billing date cycles changes for Mr*** but changing her today would not allow their bill dates to be the sameMr*** requested to cancelI cancelled his accounts and also I provided a full refund in the amount of which reflects the full amount he has paid to date for Lifelock.We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N***SrMember Affairs 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 *** *** or go to your online portal at LifeLock.com to provide the necessary information. No one can prevent all identity theft

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

[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 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,
Eileen ***

We are writing in response to your letter dated March 11, 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 with
LifeLock Ultimate Plus service on December 08, On January 30, 2015, Mr*** called regarding calls he received from various insurance companies, not affiliated with LifeLock Mr*** 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*** on March 12, and advised he did not receive an alert from LifeLock as the new credit was established prior to his enrollment with LifeLock, Mr*** confirmed he is able to see the credit inquiry in his member portal I advised Mr*** when submitting credit applications, information can be shared with other creditors and/or service providersI 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***’s request and a refund was issued for $on March 12, 2015.We hope this resolves the matter to the satisfaction of your office

We are writing in response to your letter dated June 15, 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.Mr***-*** and I spoke
at length today regarding his concerns about his father’s account, *** *** 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 $on June 16th, Mr*** originally enrolled with Lifelock on May 23rd, 2009, and was erroneously renewed on June 14th Mr*** son, Mr***-*** 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

see attached Dispute
Resolution ConsultantRevDex.com
N12th StreetPhoenix,
AZ 85014-4585RE: Complaint ID#: ***Dear
Dispute Resolution Consultant,We are writing in response to your letter
dated May 10, regarding Robert A***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.MrRobert A*** enrolled with LifeLock on
September 19, in the Ultimate PlanOn May 09, MrA*** called to
cancel his accountMember stated he had not been able to log into his account and
view his alertsThe agent was able to get MrA*** verified into his
account, but he was still upset about the new procedure for authentication
processMrA*** then requested to be transferred to cancellations
department and during the transfer the call was dropped.On May 11, I contacted MrA*** and
apologized for any inconvenience we may have caused himI provided him with the
details about the new enhancement of our productsMrA*** stated he would
keep the service for right now and would explain the updates with his wifeWe
hope this resolves the matter to the satisfaction of your office.Sincerely,Denise
S*** Sr
Member Experience SpecialistLifeLock,
Inc

Bad customer experienceWhen you call to cancel, they require you tell them why otherwise they won't cancel A good UX is no questions askedHarassing a customer to stay will only make the customer hate you more Finally, they did not help me My reason for signing up was my identity was stolen Because l signed up the day after (because of the theft - why else would I sign up?) - they refused any servicesJust know this is a type of insurance against future difficulties and if you are signing up for help in the moment they won't help you

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,
*** ***

See attached letter.Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 10/9/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.Mr*** *** is
stating that it took days to notify him of a transactionAlso when trying to
call LifeLock there were extended hold times and he was not able to speak with
anyone.We had the pleasure
of speaking with Mr***We have been experiencing drastically increased
call volume and website traffic due to the recent credit bureau breachOur
goal is to ensure that calls are addressed quickly every time, but some calls
take longer than other doIt is our commitment to take the time that out members
need to take care of all their needs and concernsI am happy we were able to
assist youWe apologize for the misunderstanding and inconvenience this may
have caused We
hope this resolves the matter to the satisfaction of your office.Sincerely,Jamie H***

We are writing in response to your letter dated 07/08/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.I was able to speak to Mr*** on 07/10/I explained the difference between alerts he would receive and notificationsI confirmed with Mr*** that there was one alert regarding an application during his membership and he validated that at the time of the alertI provided him with the below information in regards to activity on his LifeLock account.Please see attached email that was sent on 06/10/alerting Mr*** to the fact that we detected some of his personal information on a Black Market WebsiteWe instruct members to view information online as this does not mean that their information was used for identity theft, but there is a possibility their information is being sold onlineI have attached a copy of the Black Market Notification Mr*** would have seen in his online account at the time.In the instance an email is found, we recommend the member change their passwordIt is up to them if they want to stop using the email address.Mr*** cancelled his LifeLock account as 06/15/Once cancelled there is no longer access to services provided.The letters received from ***, *** ***, ***, *** and *** were sent to Mr*** to alert him that data in the possession of those entities was the subject to a security incidentLifeLock did not send such a letter because our data was not similarly compromisedLifeLock does send notifications to our members on the Ultimate Plus Plan of publicly reported larger scale security breachesThese are not specific to the memberI have attached copies of the breach notifications we sent Mr***I informed Mr*** that I will be sending him information regarding the types of alerts/notifications along with dates that occurred during the term of his membership with LifeLockMr*** confirmed that this information will suffice.We hope this resolves the matter to the satisfaction of your office.Sincerely,*** ** ***Account Operations ManagerLifeLock, Inc

We are writing in response to your letter dated February 22, *** *** 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 with LifeLock on
May 2, 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*** on February 25, 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, *** ***Member Services, ManagerLifeLock, Inc

Dispute Resolution ConsultantRevdex.comN12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: ***Dear Dispute Resolution Consultant,We are writing in response to your letter dated 6/27/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.I have spoken to *** *** today, 7/7/Our recent system changes were not able to support the change for a promo code offered to Mrs*** the day she calledThe billing date cycles changes for Mr*** but changing her today would not allow their bill dates to be the sameMr*** requested to cancelI cancelled his accounts and also I provided a full refund in the amount of which reflects the full amount he has paid to date for Lifelock.We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N***SrMember Affairs 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 *** *** or go to your online portal at LifeLock.com to provide the necessary information. No one can prevent all identity theft

We are writing in response to your letter dated 05/21/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 with the LifeLock Ultimate
Plus on 04/09/On 05/07/Mr*** 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*** on 05/26/and was able to provide additional information on how his LifeLock service works Mr*** has a better understanding of our services As a courtesy, we issued a refund of $on 05/26/2015.We hope this resolves the matter to the satisfaction of your office

DO NOT, I MEAN DO NOT BUY THIS SERVICE!! Its just like all the other SCAMS out there!! I signed up June 10th with a promotion code that was supposed to give me the service for FREE for days, yet took out on my account the same day!!! and when I tried to log on I was told I had the wrong pass word so of course I tried resetting it and it took me weeks of trying every other day to finally get in but wasnt allowed to see anything so I cancelled my "service" on june 2016, and called in to speak to management, after phone calls and holding for a total of hour and min I was able to talk to a mnger and told her of my experience, and told her I wanted my money back she said I was on a promotion code for days free!! wt??? I then explained to her I was charged and she said well it hasnt been days yet so I should get that money backhmmmm sounds like all the rest of the scams out there!! but im gonna wait so while I have time on my hands ill be going to every website and the Revdex.com and let EVERYONE KNOW THAT THIS IS A SCAMMMMMMM!!!!

Dear Dispute Resolution Consultant,We are writing in response to your letter dated June 22, 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 in the LifeLock Ultimate Plus plan on June 09, On June 15, Mr*** called in regards to a letter he received for the renewal of his membership with LifeLock In addition, we received Mr***’s written response requesting to have a detailed summary sent to him on May 28, We attempted to contact Mr*** at that time with no successFor security reasons this information is not sent via mailMembers have access to this information through their online accounts.Mr*** was sent an email on June 10, with information pertaining to details surrounding an email address that was found on the Black MarketMr*** viewed this email the same day it was receivedThese notifications inform the member that we found information and do not confirm it was soldThe notification advises the member to change their password when we have detected this information on the Black MarketThere are no alerts to a member having any other personal information sold on the Black Market.We attempted to reach Mr*** on several occasions to discuss his concerns but were not able to reach him A call was received from Mr*** on July 1, 2015, but I was out of the officeI have made another attempt to call Mr*** again to discuss his concerns however was unable to reach himIn addition, I have left my contact information with Mr*** so he may call and speak with me.We hope this resolves the matter to the satisfaction of your office.Sincerely,*** ***Manager, Member ServicesLifeLock, Inc

RE: Complaint ID#: #*** Dear Dispute Resolution ConsultantWe are writing in response to your letter dated July 20th, 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*** has requested a full refund of $ She was felt that she was misled into believing that certain credit card transactions and certain types of alerts would be provided Under Ms***’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*** was expecting are not a feature of the Lifelock Advantage planI have reviewed the details of Ms***’s complaint as well reviewed our phone calls, which we will use as necessary for training and development Meanwhile, I have spoken to Ms*** on July 23, and extended a full refund pursuant to her request She was initially granted a pro-rated refund of $during her phone call to us on July 20th, and I have processed the remaining $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,*** ***Member Services, Team ManagerLiifelock, Inc