Lifelock, Inc.

Dear
Dispute Resolution Consultant:
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We
are writing in response to your letter dated February 27, 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
was able to speak with [redacted] on March 5, to address her
concernsThe charge was originally disputed with her bank, but we did not
receive the details to cancel the charges.
I was able to get the information for Ms[redacted] to cancel the
chargesMember was billed a total of $72.00, which was $a monthThe bank
processed a refund for $I informed Ms[redacted] that we are processing
the remainder of her refund for $
We
hope this resolves the matter to the satisfaction of your office
Sincerely,
[redacted]
Member
Operations Manager
LifeLock,
Inc

We are writing in response to your letter dated June 9, 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 14, 2014 Ms. [redacted] enrolled...

with LifeLock. At that time she received her standard emails sent with her enrollment to provide next steps and routine scans. Member responded to these emails with her questions. On May 17, 2014 Ms. [redacted] sent a Support Request email which allows us to answer her questions and we responded at that time. On May 28, 2014 we received another Support Request from Ms. [redacted] in regards to her shredder, which we were able to reply to as well.
On June 10, 2014 we attempted to contact Ms. [redacted] via telephone, but were unable to reach her. At that time we received an email back that the best form of contact was through email. On June 12, 2014 an email was sent to member on how to contact LifeLock securely.
On June 16, 2014 an additional email was sent to Ms. [redacted] answering her questions that she previously had in regards to her account. We set proper expectations on how Ms. [redacted] can reach LifeLock to get answers to specific questions. Member was satisfied with the response and has chosen to remain an active LifeLock member.
We hope this resolves the matter to the satisfaction of your office.
Sincerely, 
[redacted]
Member Services Manager
LifeLock, Inc.

Revdex.com:
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,[redacted]

Please see attached response.  Thank you.Dear
Dispute Resolution Consultant,We are writing in response
to your letter dated 9/12/2017 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] noticed that she paid for LifeLock
services on two different credit cards for several years.  The LifeLock agent advised Ms. [redacted] to send
in copies of her credit card statements for review.  Ms. [redacted] sent in the requested documents,
but never heard back.  Ms. [redacted] called
LifeLock on 9/5/2017.  The agent advised
Ms. [redacted] that they could only locate one single charge and that the other may
be a fraudulent charge.  Ms. [redacted]
requested a full refund for the overpayment.We are sorry to hear about the experience you had, and
apologize that your concerns were not addressed appropriately.  Per our telephone conversation, we discovered
that you had enrolled your son in LifeLock in 2014, and that the duplicate
charges were for his membership.  You
stated that you cancelled his membership and should not have been charged.  We have cancelled your son's membership
effective immediately and have issued a refund for the period of July 2014 -
July 2017.  You were charged $98.80 on 7/17/2014, $95.15 on 7/17/2015,
$95.15 on 7/17/2016 and $95.15 on 7/17/2017, totaling $384.25.  Upon
cancellation, our billing system automatically processed a prorated refund for
$79.67.  We have processed additional refunds in the amount of $224.91 and
$79.67.  The total refund amount issued to the card on file is
$384.25.  Please allow 5-7 business days for processing. We
hope this resolves the matter to the satisfaction of your office.Sincerely,Sally
M[redacted]Associate
Product Support Analyst, Member AffairsLifeLock,
Inc.

[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 [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,
Benjamin P[redacted]

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.

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.

Dear Dispute Resolution Consultant,We are writing in response to your letter dated July 26, 2015 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.Mr. [redacted]...

enrolled on December 26, 2007 with the LifeLock Ultimate monthly.  I was able to speak to Mr. [redacted] on July 31, 2015 and explained how his LifeLock service works.  I confirmed Mr. [redacted] received monthly notifications indicating his monthly credit score was available to view within his Member Portal; the latest notification was on July 05, 2015.  In addition, I provided Mr. [redacted] with information to opt-out from receiving marketing emails and/or mailings with the Database Marketing Association. For good gesture, a refund was processed for $257.76 for 12 months of service.We hope this resolves the matter to the satisfaction of your office.

Revdex.com [redacted] 
[redacted] RE: Complaint ID#:[redacted] Dear Dispute Resolution Consultant: We are writing in response to your letter dated 12/11/2014 regarding [redacted]. LifeLock...

is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services. [redacted] enrolled with LifeLock on 09/07/2014 in the Ultimate Plan Annually with a promo code providing him the first 30 days free and 3,000 airline miles with an Annual enrollment. [redacted] 
[redacted] cancelled his account on 09/22/2014 and informed the agent it was due to price. On 12/7/2014 [redacted] contacted LifeLock to inquire about his airline miles. At that time he was informed that he did not qualify for miles due to not being enrolled for 30 days in the service and no payment collected for an annual membership. On 12/15/2014 I placed a call to discuss with [redacted] and left a voicemail. On 12/19/2014, I placed an additional call and was able to speak to [redacted]. I informed him that due to him not being enrolled for 30 days he would not be in the file to receive the miles as this is received by the airlines automatically. We will honor the 3,000 miles for [redacted] and have informed of future requirements for membership rewards. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

[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 [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,
[redacted]

See Attached

Dear Ms. [redacted], We are writing in response to your letter dated 07/03/2015 regarding [redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.[redacted] enrolled...

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

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.

[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 [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,
[redacted]

Dear Dispute Resolution Consultant,
We are writing in response to your letter dated 3/30/16 regarding Jamie K[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. K[redacted] has requested not to receive LifeLock promotional emails. I have confirmed that we have removed Ms. K[redacted]’s information from any LifeLock directs.  Ms. K[redacted] can also contact Direct Market Association Choice for more information about opting out of unsolicited marketing.
 
We hope this resolves the matter to the satisfaction of your office.
Sincerely,
Denise S[redacted]  
Member Experience
LifeLock, Inc.

Worse customer service ever. I don't think education is a very high priority with the people out there. No common sense.

I received information that my mother was going to have the account renewed. She no longer needs this service, as I am taking over her matters as I am her POA. I called and spent 15 minutes on hold to obtain a fax number to sent the POA. I could never get the fax to work no matter what time of day it was.

So I mailed a copy of our POA and a request to stop service. Never heard a word.

Followed up a week later and was told I needed to submit THEIR POA. I was never told that on the phone when I spoke to the guy who gave me the fax number.

I was on the phone numerous times trying to get this resolved. I have threatened legal action to know avail. Will probably have to go through with it. I just faxed the POA today and the faxed worked. Need to do that before 7:30 am CT. I think they shut it off after that.

I am also mailing a copy of their POA. I will do so Certified Mail. I doubt very much that this company even watches over your accounts. I think they just collect the fee and sit on it.

Do not ever submit your credit card information to them. They will take it and run.

Hi, I'm really sorry for the late reply, but my day starts 4 am to almost 7 pm everyday I have two jobs.I didn't solve my issue with lifelock as mentioned, they refunded me only 105.** out of $219.98 & they still owe me $114.**I talked with someone called Jamie from the...

company, & he promised he will refund me the rest but he need to talk to his supervisors first, he then called me but I couldn't answer, I called him back n left a message, but he never called back & they still didn't refund my whole money, kindly advice & really sorry for the late reply.[redacted]Sent from my iPad

See attachment-RE: Complaint ID#:
[redacted]Dear
Dispute Resolution Consultant,We are writing in response to your letter dated
3/27/2017 regarding Mr. [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] feels as if he didn’t receive
the service he thought he was paying for. He applied for a loan to buy a lawn
mower and was not alerted by LifeLock.[redacted] was on our LifeLock Standard plan.
This plan includes $1 Million Service Guarantee for lawyers and experts,
$25,000 Stolen Funds Reimbursement, U.S. Based Restoration Team, SSN and Credit
Alerts, Lost Wallet Protection, Address Change Verification, Black Market
Website Surveillance and LifeLock Privacy Monitor. The LifeLock Alert Network
includes a variety of product features and data sources. Although it is very
extensive, our network does not cover all transactions at all businesses. So
you might not receive a LifeLock alert in every single case. All LifeLock are
cover by LifeLock service Guarantee. If you become a victim of Identity theft
while a LifeLock Member, we will spend up to one million dollars to hire
experts to help your recovery. The benefits of the service guarantee are
provided under a master insurance policy underwritten by United Specialty
Insurance Company. For full details, terms and restrictions on the policy see
LifeLock.com/legal. We
hope this resolves the matter to the satisfaction of your office.Sincerely,Jamie
H[redacted]Member
Affairs SpecialistLifeLock,
Inc.PLEASE NOTE: LifeLock will never require you
to provide personal, financial or identification information on a
LifeLock-initiated call. In 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

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.

Please see attached.  Thank you.RE: Complaint ID#: [redacted]Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 9/13/2017 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] stated that she contacted LifeLock on
8/10/2017 to cancel her membership, however her card continued to be
charged.  Ms. [redacted] stated that she
contacted LifeLock regarding this on 8/17/2017, 9/11/2017 and 9/12/2017, but
was on hold for over an hour.  Ms. [redacted]
has requested a refund for the months of August and September.We are sorry that the agent did not process your
cancellation.  We are also sorry to hear
you were on hold so long.  We understand
it’s frustrating and apologize.  The
extended hold was due to high call volume, we do occasionally experience volume
spikes.  Although our goal is to ensure
that our calls are addressed quickly every time, it is difficult to predict
with perfect accuracy the incoming volume. 
With the recent breach of a major credit bureau affecting millions of
Americans, our phone lines are busy with many concerned individuals looking for
guidance.Per your request, we have cancelled your membership
effective immediately and have issued a refund for the months of August and
September.  You were charged $9.99 & $5.99 on 8/11/2017, and $9.99
& $5.99 on 9/11/2017, totaling $31.96.  Upon cancellation, our billing
system automatically processed prorated refunds for $5.32 and $8.87, totaling
$14.19.  We have processed additional refunds for $1.12, $9.99, $0.67
& $5.99, totaling $17.77.  The total refund amount issued to the card
on file is $31.96.  Please allow 5-7 business days for processing. We
hope this resolves the matter to the satisfaction of your office.Sincerely,Sally
M[redacted]Associate
Product Support Analyst, Member AffairsLifeLock,
Inc.