Lifelock, Inc.

RE: Complaint ID#: [redacted]     Dear Dispute Resolution Consultant,   We are writing in response to your letter dated 6/27/2016 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 have spoken to [redacted] today, 7/7/2016. Our recent system changes were not able to support the change for a promo code offered to Mrs. [redacted] the day she called. The billing date cycles changes for Mr. [redacted] but changing her today would not allow their bill dates to be the same. Mr. [redacted] requested to cancel. I cancelled his accounts and also I provided a full refund in the amount of 50.69 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[redacted] Sr. Member Affairs Specialist LifeLock, 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 am a life lock member and have registered my credit cards as they clearly advertise you will be alerted of any suspicious activity with your credit accounts. Also any search of credit triggers an alert as does any changes in address etc. since joining I have financed a new vehicle, had a thief add the self to my credit card (registered with ll) the thief then several days later reported my card lost or stolen and started anew joint account with myself, changing the address from [redacted] to [redacted], changed the phone number and the email address. My account of course was maxed out at $12,000. After 10 weeks of misery with [redacted] who transferred my balance to three new accounts for some unknown reason and opening a new [redacted] account because I am done with [redacted] you would think I would have had an alert from LIfelock would you not? NOT ONE ALERT. This is a scam. I spoke to a supervisor who told me "we can't keep track of everything" I now have [redacted] and they alert me when my balance increases on my credit cards and I did not register any cards with them! They alerted me when I opened new [redacted] account. I know a lot of people who are depending on LIfelock to alert them for fraudulent activity. NOT HAPPENING. I am thinking about getting my consumer person at local television station involved in an investigation.

On Jan. 31., 2016 I realized my social security number had been compromised. After seeing commercials on TV and online information about LifeLock, I enrolled. I then called and spoke with an employee who told me that anytime my number was used I would receive an alert. On April 1, 2016, I applied for an auto loan and used my ss number. One day later I had not received any alerts. I called and spoke with an employee who now informs me that Lifelock only checks a percentage of transactions when ss numbers are used. What I paid for is not what I received. I am very disappointed. I thought I was secure with them.

1/23/2015[redacted]LifeLock, Inc. [redacted] Dear  [redacted],In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request for a refund of $550.00.  We discussed...

her membership and also how she was paying for her friend's membership [redacted]. She thought that [redacted]’s membership would not be renewing this year.  There was confusion when [redacted] called into the contact center in explaining that she didn't want to continue to pay for [redacted]'s membership for another year. Sense Ms. [redacted] is the cardholder, we agreed to cancel her friend [redacted]'s membership so she can then renew and pay for protection on her own and issue the $550.00 refund she requested.Sincerely,[redacted] Manager, Member Services [redacted] Mobile

I agree with the part of the resolution that Lifelock sent. The part they did not address was first level customer service. Lifelock's customer service rep :1- Did not know about the separate accounts under one main umbrella account; if so, she never mentioned it.2- Did not escalate the call as I requested once I realized she could not resolve the issue3- Did not  send or call me with a response within 48 hours as she told me would be done. In fact, if I had not sent a complaint to the Revdex.com , I most likely would not have received a call at all.The response makes Lifelock look like it was not at fault ; but was just trying to provide an excellent customer service expreience. That is not close to the case in this instance.[redacted]

We are writing in response to your letter dated 4/4/16 regarding William T[redacted]. LifeLock is committed to providing a world class experience to all of our members, including the resolution of any complaints regarding our products or services.On 4/5/16 I spoke with Mr. William T[redacted] about his...

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

We are writing in response to your letter dated August 6th, 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.Ms. [redacted] contacted Lifelock on May 5, 2015...

to report the death of her mother, our customer, [redacted].  Ms. [redacted] had been a valued member enrolled in our Lifelock Ultimate plan since October 24, 2012.  Ms. [redacted], was asked to send us documents in order to verify her legal representation of her mother in order for us to facilitate the refund.   The required documents were received on or about July 20, 2015, which were then reviewed for accuracy and completeness.  Ms. [redacted] called for a status update and her inquiry was met with an unsubstantiated request for additional paperwork.   I have spoken to Ms. [redacted] and apologized for the process delay and assured her the refund check in the amount of $161.38 had been issued on July 31st, 2015 and is en route to her.  I also informed Ms. [redacted] that we would use her experience as a training and development opportunity. . We hope this resolves the matter to the satisfaction of your office.

I would like to know how I was able to buy a car, finance a solar panel roof, and refinance my home and not receive at least one alert. My credit card credit tracker and [redacted] were the ones that sent me alerts. Not Lifelock. So I am assuming that [redacted] and [redacted] are not on their vast list of credit watchers. Maybe I can also start a company and say that I will protect your identity and charge everyone a fee. When I called I was told that I had the Basic plan. So what exactly does the Basic plan cover if not your identity. This is THE fraud...not the people trying to take your identity. Protect yourself from Life Lock. It is a fraud.

October 24, 2014Revdex.com[redacted] 
[redacted]RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:We are writing in response to your letter dated October 17, 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] is currently not a member of LifeLock. I was able to speak with Ms. [redacted] on October 20, 2014 and address her concerns. I confirmed that our [redacted] certificate is up to date by clicking on the icon located at the bottom of our webpage. In addition, we addressed the ability to cancel an account. This was in regards to being able to be removed from marketing communications. I was able to complete Ms. [redacted] request for her successfully.We hope this resolves the matter to the satisfaction of your office.Sincerely,  [redacted]Member Services ManagerLifeLock, Inc.

I am not [redacted]?  I want Lifelock to quit sending junk advertisements to my e.mail

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'm sorry that it took Lifelock over a month to resolve this issue.
Regards,
[redacted]

We are writing in response to your letter dated July 31, 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.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.

see attached Dispute
Resolution ConsultantRevDex.com4428
N. 12th StreetPhoenix,
AZ 85014-4585RE: Complaint ID#: [redacted]Dear
Dispute Resolution Consultant,We are writing in response to your letter
dated 5/18/2016 regarding Deanna T[redacted]. LifeLock is committed to providing...

a
world class experience to all of our members, including the resolution of any
complaints regarding our products or services.Deanna T[redacted] contacted your office and
requested that Lifelock stop sending her any form of mail. As requested we have
removed her from our marketing communications. Please allow 6-8 weeks for this
to take effect in full. Also to avoid her information from re appearing on
future marketing lists we request from Direct Marketing Association as well as
avoiding additional unwanted junk mail, she can opt out of this type of
communication online by visiting [redacted] and filling out
their online form. We
hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie
N[redacted]Sr.
Member Experience SpecialistLifeLock,
Inc.

Please see attached response letter.  Thank you.RE: Complaint ID#: [redacted]Dear Dispute
Resolution Consultant,We are
writing in response to your letter dated 4/29/2017 regarding Eileen [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] contacted LifeLock in response
to an alert message that we sent her. Ms. [redacted] was upset because LifeLock had a
misspelling on her email address.  She
felt that we must have had her name misspelled throughout our system.  She was also upset because she had spent two
hours and made numerous calls to LifeLock as she did not receive log in
information because the agents did not verify that her email address was
correct.  Ms. [redacted] feels that we were not
protecting her and has requested a refund.We apologized for the misspelling of her
email address which resulted in her not receiving all notifications from
LifeLock.  We should have verified her
email address any time we update the information as well as prior to sending
the log in information to her.  Their
manager will be notified so that corrective action may be taken.  As requested by Ms. [redacted], her membership is
set to cancel on 6/11/2017.  As a good
faith gesture, LifeLock has issued a full refund in the amount of $329.89.  Please allow 5-7 business days for the refund
to be processed.  We advised Ms. [redacted] that by canceling and refunding her membership she will be forfeiting access to
our proactive identity theft protection.  Should her identity be
compromised, she will no longer be covered by our Million Dollar Protection
Package, which states the following:  The
Million Dollar Protection Package provides reimbursement for stolen funds up to
$1,000,000, and personal expense compensation up to $1,000,000.If
needed, LifeLock will provide lawyers and experts to help resolve your identity
theft case. The benefits under the Million Dollar Protection Package are
provided by a master insurance policy underwritten by United Specialty
Insurance Company. For details, terms and restrictions on the policy go to www.LifeLock.com/legal.We hope this
resolves the matter to the satisfaction of your office.Sincerely,Sally M[redacted]

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.I do not agree with how they made it sound like they replied to the shredder request inquiry because I did not receive a reply to that until a couple days ago.  [redacted] has taken care of that though and said I would receive it once it is in stock because it is on a back order.  (That is fine.)  I have decided to give LifeLock a chance.  Thank you Revdex.com for your help in this matter.  I appreciate your assistance and that Lifelock has replied and I will contact them through their secure message portal on their website from now on as they have advised.Regards,[redacted]

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.

I have been a Lifelock customer for many years and paid my fee monthly. Recently I got an alert from them(my first in all these years). I went online and could not remember my password. I purchased this so long ago, apparently, that they did not have my current email address (for the past 5 years)....

So, I could not get an email reminder. I guess that’s why I never received anything from them. Funny, they had my cell phone number! I called once and could get NO help. They asked my verbal passcode! Seriously, just give me the genre! I am a middle school principal and have so many passwords and passcodes it’s crazy! I asked to give me and idea, my first car, my mother’s maiden name, my favorite restaurant, my family pet, my first pet, my father’s middle name, the street I grew up on, my best friends name?? Couldn’t tell me. I have used all of these! Next they asked me questions about past phone numbers and a street I NEVER lived on. After a lengthy discussion I was informed that I could write a cover letter with a copy of my DRIVERS LICENSE and SOCIAL SECURITY! Really? I am going to fax all my private information to a company that undoubtedly has more than 1 or 2 employees? Thus my complaint. The supervisor hung up on my wife!! I was told I couldn’t cancel because I can’t prove who I am (give me the question I need to answer). WRONG!! I have blocked Lifelock from my credit card so, since I can’t get an email notifying me, they are done. There are plenty of companies out there and I will assure you that they will not be as customer unfriendly!

Please see attached response.Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 9/20/2017 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] stated that they were not able to log into
their online account, and could not reach a live person over the
telephone.  Ms. [redacted] requested that we
cancel their membership and issue a full refund.We apologize about the issues you had, and understand how
frustrated you must have felt.  We are
sorry that you were not able to get through to us on the telephone.  Due to the breach with [redacted], we have been
experiencing extremely high call volume. 
We have canceled your membership and issued a full refund to the card on
file.  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
(a Symantec company)

[redacted]  [redacted]
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.I have received this refund today 7/20/16.  Thank you for your service.
Regards,
[redacted]

We are writing in response to your letter dated May 4, 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 into the LifeLock Ultimate...

service on January 19, 2014. His account was billed, per his annual renewal agreement, for $275, on Jan 19, 2015.  He called into LifeLock and requested to cancel his service on January 22, 2015.  On that day, his service was cancelled and a refund was scheduled to be issued on March 18th, 2015.  Our billing system was not able to refund the original method of payment, and a refund check was issued instead.  He was contacted today, May 14, 2015, and was advised that the refund was issued by check for a Full Refund of $275 on May 8, 2015.  We advised of the address the check was being sent to is the same billing address used during his time of membership.  Mr. [redacted] advised he will be checking that address for his refund check this week. We hope this resolves the matter to the satisfaction of your office.