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]

We are writing in response to your letter dated February 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 Advantage service on January 8, 2015.  On February 2, 2015, he called and canceled his membership because the service was not what he envisioned.  He requested full refund.  LifeLock has since cancelled his membership and issued a full refund of $229.00.  We attempted to reach Mr. [redacted] to discuss the issue but were not able to.  We hope this resolves the matter to the satisfaction of your office.

Any reasonable person would think a "credit alert" would include being alerted for credit inquiries or new credit accounts. Lifelock places "fraud alerts" as they are commonly known and calls them credit alerts, which I find deceptive.  Calling fraud alerts "credit alerts" deceives...

standard package customers into believing their credit is actually being monitored. Advertisements show alerts popping up on your device when a new inquiry or account has been made.  I believe any reasonable person would believe these are the "credit alerts" Lifelock advertises as part of its standard package.  There is no fine print explaining that a credit alert actually means placing fraud alerts with the credit bureaus.  This is false advertising and Lifelock should be forced to clarify their true service levels in their advertising.

Horrible experience trying to cancel my membership. Cancelled last year and 12 months later my credit card shows a $300+ auto-renewal. So, I cancelled AGAIN and expect the same result. Can't erase my billing info on their website even though I am the ONLY account holder/member and the website says the "authorized contact" must sign in. What a scam!

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 set up an account with lifelock, 12 hours later I try to go on my new account and I cant. when setting up account, the guy said yea 7 letters and were good, no. I call customer service and Kaitlyn laughs at me when I cant get into my 12 hour old account. So today I will cancel because I cant trust lifelock. Lifelock, you have all my info, ssn bank name account type and account number don't sell them please.

[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]

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]

I tried to cancel Lifelock and when I called their number I was put on hold for over 45 minutes, listening to how lifelock helped them with they identity theft. After 45 minutes a representative came on and said he had to verify that I was the person with the account, he started by asking the normal questions that I of course was able to answer, phone number, address, mother's maiden name, etc, then he said I still need more verification, so he started asking me questions that took place over 10 years ago, like what was your post office box that you used, well I only used it for couple of months and did not know the number,, well, then the rep said, I can not cancel your membership because I can not verify you. Now I get a email asking to go to another site and cancel. Well, my credit has expired and it really doesnt matter whether they cancel me or not, they are not getting any more money from me. So if you want to cancel your lifelock membership, you have to cancel your credit card.

We are writing in response to your letter dated April 14, 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], along with her spouse [redacted]...

[redacted], enrolled into the LifeLock Ultimate Service on October 30, 2012.   On April 1, 2015, [redacted] notified LifeLock of [redacted]’ passing and cancelled his membership.  [redacted] has since been receiving phone calls from LifeLock advising that her membership is about to lapse due to missed payments.  I contacted [redacted] today to advise that the phone calls were happening in error and that we have since corrected the issue.  We hope this resolves the matter to the satisfaction of your office.

RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:Mr. [redacted] originally enrolled with LifeLock Ultimate service on September 25, 2011.  Mr. [redacted] called in on April 9, 2015 and was not satisfied with the service provided and requested the cancellation of his account. The...

account was cancelled then reinstated per Mr. [redacted] request.  I spoke to Mr. [redacted] on May 5, 2015 and advised we have a large number of companies in our network, not all merchants participate and on occasion an application may be submitted by a lender or service provider that does not fall within our network.I also advised that depending on a lender or service provider's internal processing procedures an application made within our network may not result in an alert or may result in a delayed alert notification.Mr. [redacted] 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 ManagerLifeLock, Inc.

October 29, 2014Revdex.com[redacted] 
[redacted]RE: Complaint ID#[redacted]: Dear Dispute Resolution Consultant:We are writing in response to your letter dated October 24, 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 December 14, 2011. On October 22, 2014 Mr. [redacted] called and added his son in the [redacted] plan. On October 29, 2014 I was able to speak with Mr. [redacted] and address his concerns. We agreed that the [redacted] plan would not be the most beneficial for his son since he has not established credit as of yet. I have switched his plan to our LifeLock Standard at a discounted rate.In addition, I confirmed that Mr. [redacted] has not been charged for his son’s account. Charges will not occur until November 13, 2014 and at that time we will adjust to ensure he is not charged for the days that his son was on the [redacted] plan.We hope this resolves the matter to the satisfaction of your office.Sincerely,  [redacted]Member Services ManagerLifeLock, Inc.

We are writing in response to your letter dated July 23, 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 November 5, 2012 Mr....

[redacted] enrolled with LifeLock using an AMTRAK promotional code and received the reward for enrollment. On December 18, 2012 Mr. [redacted] called and cancelled his membership. On April 3, 2014 Mr. [redacted] enrolled with LifeLock using a Wyndham promotional code and he received the higher amount reward points for signing up with the Ultimate service. On July 1, 2014 Mr. [redacted] cancelled his LifeLock membership.A call was placed to Mr. [redacted] on July 23, 2014 to discuss his concerns along with a voicemail left for him to call back. On July 25, 2014 we were able to speak with Mr. [redacted] and address his concerns. It was explained to Mr. [redacted] which promotional code he used at which time and that he is only able to use them once. He was also advised that he did receive the higher amount reward for signing up for the Ultimate service. Mr. [redacted] understood and no further action is needed.We hope this resolves the matter to the satisfaction of your office.Sincerely,  
[redacted] [redacted]Member Services ManagerLifeLock, Inc.

We are writing in response to your letter dated June 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] is presently not a LifeLock...

member and apparently received unsolicited messages via email from LifeLock. Pursuant to LifeLock policy, promotional email or postal communications from LifeLock can be stopped by following the instructions included in each such communication.  This process can be completed for free online or for $1.00 through US mail. Information to opt out through [redacted] is outlined below. • Online: Go to [redacted] and fill out the online form - can Opt In on this website as well.• Mail: If you do not have access to the internet, you may send your request via US mail to:o [redacted]o [redacted]o [redacted]o [redacted]We attempted to reach Mr. [redacted] on several occasions to discuss his concerns but were not able to reach him.  Mr. [redacted]’s email and mailing address has been removed from our Marketing database.   I have left my contact information with Mr. [redacted] so he may call and speak with me directly to address any further concerns.We hope this resolves the matter to the satisfaction of your office.

See AttachmentRE: Complaint ID#: [redacted]Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 4/25/17 regarding Robert [redacted]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.Robert [redacted]s is
stating LifeLock allows harassing sales emails from hundreds of sites so that
you can not block their emails. Member states if you block one LifeLock spam
twenty more follow.Mr. [redacted]s sorry to
hear you are getting spam emails. LifeLock is not able to block spam emails. Spam email is a form of commercial advertising which
is economically viable because email
is a very cost-effective medium for the sender. If just a fraction of the
recipients of a spam message
purchase the advertised product, the spammers
are making money and the spam
problem is perpetuated.We
hope this resolves the matter to the satisfaction of your office.Sincerely,Denise
S[redacted]

See attachmentRE: Complaint ID#:
[redacted] Dear
Dispute Resolution Consultant,We are writing in response to your letter
dated 4/28/2017 regarding Amanda [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.Amanda [redacted] stated that she called in to
LifeLock to cancel account and had been put on hold for a long period of time.
A second call was placed to LifeLock while still holding on the other line and
Ms. [redacted] was still unsuccessful in getting someone on the line to cancel
account.I contacted Amanda [redacted] to apologize for the
long hold time. Due to high call volume as we do occasionally experience volume
spikes is the reason for the hold time. We were able to cancel her account. It
was a pleasure speaking to Ms. [redacted] and we appreciate the feedback she
provided.We
hope this resolves the matter to the satisfaction of your office.Sincerely,Jamie
H[redacted]

RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant,We are writing in response to your letter dated July 7th, 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] was denied access to her account pursuant to our compliance procedures due to her inability to accurately respond to our identity verification questions.  Consequently, we requested that the member send us identification documents.  Ms. [redacted] and her husband both enrolled with Lifelock on September 18th, 2013, and are currently active members.in our Ultimate Plan.    Ms. [redacted] was unable to accurately confirm the security questions we asked, consequently we prevented access to her account.  After speaking to Ms. [redacted] today, I apologized for the inconvenience and was able to successfully verify her identity for full account access, by utilizing alternate member information.  Ms. [redacted] was pleased with the resolution. We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted]

I can never accomplish Text message alerts as their software doesn't work. All they can recommend is calling member services, where they couldn't help either. I never get alerts even though I know I should have. I am afraid of what will happen if I have an actual claim that involves a payout as I'm sure that won't happen either. I would like to know that Lifelock is solvent enough and has a set aside for claims.

These guys are crooks. The $9.99 offer is a bait and switch scam. I was billed more than twice that amount after the 30 days was over. At no time did they say or show me that that the plan in fact was a higher plan that would be more. The plan for $9.00 is almost no coverage at all. I now have a plan with all the same coverage for $75 a year with all the same coverage. This place is a rip off.

Please read [redacted]. 9-26-2014 review, I just experienced horrible customer service. I originally called to renew asked about any discounts like Aaa she said I can give you 20% but I need your [redacted] number give it to her she said I'm having problems putting the discount and puts me on hold and then said I can give you a discount but it's a different discount but it's only 15% I said let me call you back and I'll call [redacted] check on my membership number. I called [redacted] number the same and called my flight back then they told me my subscription is active I just paid, I said I didn't authorize any payment and she told me I upgraded my plan which was considerably more than my original plan I asked her what's the difference she couldn't really tell me that I asked for a transaction confirmation number she said she couldn't give me one and the numbers she was giving me were constantly different then I got passed onto two different supervisors and said all I want is a transaction number you can't give me a transaction number I want to cancel the credit card payment The supervisor said that he would have to cancel my membership and then that would trigger a refund per their antiquated billing system I said that was absurd as I am in finance department of a large corporation for over 20 years and have experience with transactions. I said I will review the different plan that I didn't originally authorize and call you back but my first thought was what this [redacted] comment was that these people have all my information and are quite capable of doing considerable home tonight finances and after the last supervisor said he will definitely put extremely detailed notations on my account and said I agreed to the original transaction I said I have lost all faith and confidence in this company's ability to handle my financial security very scary I can see where they would jeopardize in order to gain the business back very unhappy. And on top of not being happy they process the payment that I didn't authorize and said they were unable to reverse the transaction