Lifelock, Inc.

Hello,  Please see attached.  Thank you. Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 10/7/2017 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 he was unable to reach LifeLock
due to long hold times.  Mr. [redacted] sent
several notifications to LifeLock via Support Request asking to have his
account cancelled and stated that he did not receive an email to confirm that his
cancellation was processed.We are sorry for any inconvenience we have caused you. We
have been experiencing an increased call volume and website traffic due to the
recent credit bureau breach.  We
apologize if you did not receive a confirmation email regarding your cancellation.  To confirm, your LifeLock account was
cancelled through Support Request on 10/6/2017. 
No charges will incur.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)

We are writing in response to your letter dated June 15, 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] and I spoke at...

length today regarding his concerns about his father’s account, [redacted].  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 $219.89 on June 16th, 2015.  Mr. [redacted] originally enrolled with Lifelock on May 23rd, 2009, and was erroneously renewed on June 14th 2015. Mr. [redacted] son, Mr. [redacted] 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 letterRE: Complaint ID#: [redacted]Dear
Dispute Resolution ConsultantWe
are writing in response to your letter dated November 22nd, 2015
regarding Cherry [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 Lifelocks Standard Service on May 30, 2015.   Ms. [redacted] was charged an annual fee of
$118.79 following a 30 day free trial period.  
Ms. [redacted] has expressed dissatisfaction with our product which we
regret.  After speaking with Ms. [redacted]
today, we agreed to cancel her membership effect today, November 24th,
2015.  She will receive a pro-rated
refund of $70.58. We
hope this resolves the matter to the satisfaction of your office.Sincerely,Maurice
F[redacted] Manager | Escalations & Identity Account Operations LifeLock,
Inc

Terrible customer phone service. ID stolen by theft of email address. Called to inquire and I hear bingo numbers being called in the background!!! When I asked about the bingo she said "it is just something to keep them awake!!! Very unprofessional!!!

I have been trying to call LifeLock to cancel my membership with them and all the numbers they gave me do not work, a recording comes on saying that these numbers are not in service. I am very tired of trying to reach out to them, I have emailed then asking them to cancel my membership and I have not heard from them regarding this request. Now I am going to write them a letter to see if they will cancel my membership, which is all I want from them.

I cancelled my services with LifeLock on July 19, 2015. The reason for this cancellation was LifeLock's failure to provide timely notification of account transactions they were supposed to be monitoring as part of their services, either via email or SMS text. There at least 9 transactions on my credit card and bank account that should have been logged by LifeLock but were not after a period of about 10 days. I consider this a serious failure of service for a firm that is supposed to be protecting my identity.

I made two calls for a total of about 50 minutes to try to find out why the LifeLock system suddenly quit working as promised. The service reps were of no help and merely open help tickets which were addressed by an automated email that provided basic documentation on how to check the settings. I made no setting changes and the system simply quit working and no one at LifeLock was able to correct the problem. After 2-3 days of no support on this issue, I called and cancelled my subscription for both accounts and opened an account with another service. The attitude was far too nonchalant for a company that is supposed to be serious about identity theft protection.

On July 28, 2015 I called to inquire as to when I might expect the credit for the unused portion of the subscription and was told it would take up to 30 days to process the refund. I stated that was unacceptable and asked them to expedite the refund. I was then told they could not expedite it until after 30 days. I find it totally unacceptable that a technology dependent company is so restrained by its own technology that it cannot satisfy a customer's (albeit a former customer) request for expedited service. 30 days is so unacceptable that I informed them I would be looking into filing in small claims court to seek relief if they fail to get the refund to me by August 18th.

Please see attached response.  Thank you. Dear
Dispute Resolution Consultant,We are writing in
response to your letter dated 9/18/2017 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] enrolled
with LifeLock on July 16, 2017.  Mr. [redacted]
stated that he recently contacted LifeLock several times and was on hold for a
long time.  He stated that LifeLock
provided him with a priority line and one of the most important features was
that he would not have to wait on hold. 
Mr. [redacted] feels he is not getting the service as promised. I had the opportunity
to speak with Mr. [redacted] today and apologized for the long hold times.  I explained that all of our lines are busy
due to a breach at a major credit bureau. 
LifeLock is committed to providing excellent customer service and is
working to improve hold times.  I
provided Mr. [redacted] with my contact information so that he may reach me directly
during this busy time.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)

See attached

We are writing in response to your letter dated October 6, 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 October 17, 2006 with the LifeLock Basic program on the Annual plan. I have confirmed that Mr. [redacted] was able to successfully speak with an agent on October 6, 2014 and set up his account on a ‘Do Not Auto Renew’. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

October 19, 2014Revdex.com[redacted]
[redacted]RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant:We are writing in response to your letter dated October 18, 2014 regarding [redacted].  LifeLock is committed to...

providing a world class experience to all of our members, including theresolution of any complaints regarding our products or services.[redacted] was enrolled on August 23, 2012 in our LifeLock Basic plan at $10 a month by her husband [redacted]. On October 8, 2014 Mrs. ** called to cancel her account, but was unable to answer her security questions to access the account.I spoke with Mr. [redacted] on October 19, 2014 and explained LifeLock’s commitment to protecting our members’ information and the importance of taking additional steps to verify one’s identity. We were able to come to resolution and get the account cancelled appropriately.We hope this resolves the matter to the satisfaction of your office. Sincerely,[redacted]Member Services ManagerLifeLock, Inc.

Dispute Resolution Consultant 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 himself and his wife through his employer on 01/01/2012 in the LifeLock Basic Plan. On 10/31/2014 his employer cancelled the account before it was transitioned to a self-pay status. On 12/11/2014, we reached out to [redacted] and discussed his concerns. I offered to reinstate him and his wife with a year free of service and backdate his coverage to the date of termination. [redacted] advised that he wanted to think about the offer and to contact him next week for his decision. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

RE: Complaint ID#: [redacted] Dear Ms. [redacted]:We are writing in response to your letter dated January 29, 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 8, 2012, Mr. [redacted] enrolled his spouse and himself online.  At that time he thought his payment was on an annual basis, but the account was set up on a monthly basis.   Mr. [redacted] was charged $20 on the 8th of each month for the two memberships.  On January 29, 2014 Mr. [redacted] called LifeLock to cancel the account and requested a refund from May 8, 2013, since he thought that his membership was not renewed and his account was canceled at that time.On January 30, 2014 a Member Services Manager reached out to Mr. [redacted], discussed the circumstances around his LifeLock membership and the payment schedule. Mr. [redacted] was also informed that his membership was canceled as of May 8, 2013 and a refund totaling $200 was issued.  Mr. [redacted] also requested that his personal identifying information and that of his spouse be removed from our active databases.   On February 4, 2014, per Mr. [redacted]’s request, the information was removed and a confirmation letter was sent to him.We hope this resolves the matter to the satisfaction of your office. Sincerely,[redacted]Member Serviced ManagerLifeLock, Inc.

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.

March 19, 2014[redacted]
Revdex.com[redacted] 
[redacted]
RE: Complaint ID#: [redacted]
Dear [redacted]:
We are writing in response to your letter dated March 17, 2014 regarding our member [redacted]...

[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 in our LifeLock Ultimate service on February 12, 2013. Over the next year, LifeLock provided all our services, including her annual credit report and scores, monthly score updates, public record reports, and any alerts she may have received. 
On December 31, 2013, LifeLock sent [redacted] a courtesy email to inform her of the recent data breach that affected several million [redacted] customers and provide steps she should take if she discovered her information had been compromised.
On January 6, 2014, [redacted] called LifeLock and requested a full refund of $247.50, basing her request on the fact that she was not alerted when someone tried to use her debit card to make a purchase in another state. LifeLock does not have access to each member’s bank information, and therefore is unable to monitor individual transactions. We will, however, assist our members if their bank holds them responsible for any fraudulent charges.  A LifeLock manager attempted to explain the services and protection to her; however, [redacted] concluded the call by stating that she would call back. 
On February 23, 2014 [redacted] called back and cancelled the account.
On March 19, 2014 we contacted [redacted] and addressed her concerns and explained our services once again. [redacted] understood that the services had been in place for her over the past year, and she had utilized them. We addressed her initial reasoning for signing up and agreed to a refund of $100.
We hope this resolves the matter to the satisfaction of your office.
Sincerely, 
 
[redacted]
Member Services Manager
LifeLock, Inc.

Dear Dispute Resolution ConsultantWe are writing in response to your letter dated 08/13/2015 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] enrolled with LifeLock on 06/26/2015 using a promotion for Sun Country Airlines in the LifeLock Ultimate Plus plan on a monthly basis. In reviewing Ms. [redacted]’s account, she emailed LifeLock on 07/15/2015 stating she had an account question, but no other details were provided. We informed her how to log in to her secure portal to make changes or ask questions.On 08/07/2015 her email was received requesting contact. We advised for security purposes we don’t place outbound calls to collect personal information, but provided her with two phone numbers she could call. I listened to the calls placed by Ms. [redacted] and confirmed that while I can hear the agents, she cannot be heard on the line.I placed a call to Ms. [redacted] on 08/13/2015 and 08/18/2015, both times leaving a voicemail with my contact information and have not received a response. In 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,
[redacted]Identity Account Operations ManagerLifeLock, 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 [redacted],
In response to Complaint ID# [redacted], we have contacted [redacted], in regards to the request for an expedited refund to be sent by check after the cancellation of the membership. We have issued the requested refund and mailed it by [redacted]...

Overnight Tracking #[redacted]. The package was successfully delivered on 7/11/2014.
Sincerely,
[redacted] Manager, Member Services

I got Life lock because I already had Identity theft 2 years prior. I was assured that if I was not happy with the service I would receive a refund. Well within 2 weeks of getting Life lock I opened * checking accounts * Credit cards and had applied for a mortgage. I was never notified of any of the above. Then one day I get a call from my [redacted] credit card telling me someone was using my account. I called Life lock and all they said was well we will just cancel your account. When I asked for a refund of my money they told me that I was not allowed to receive one. and never have. What a fake ripoff company..

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 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.