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 [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,
Steve N[redacted]

The agreement made between me and Lifelock on August 6, 2016, was to process two refunds for 42.78. The letter never referenced the refund agreement made between myself and Lifelock. Also, nothing was noted in the letter about Lifelock addressing the customer service. Do they...

not realize how much of an inconvience this whole experience was for me, they claim to be an industry leader, but their actions do not back up this statement. What will be done to make sure something like this does not happen again in the future?

We are writing in response to your letter dated July 31, 2015 regarding [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.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

After years of Lifelock service, I've cancelled my subscription owing to the company's utter indifference to its customers. You have to phone Lifelock to get any response but the "average" wait time, by its own admission is 60 minutes or more. The automated phone response is equally bad: it does not work and you are left listening to a Lifelock commercial for an hour. Successful marketing and outright dishonesty has made Lifelock too big to care for its customers. Hopefully a competitor will soon provide the services Lifelock pretends to offer.

I placed an outbound call to [redacted]. We discussed his concerns and frustrations with LifeLock. I advised that LifeLock will take into full consideration his suggestions and feedback for a clearer understanding of our business process and practices. We discussed how he did receive 2...

alerts from LifeLock in November of 2013 that were credit related. Per our discussion, member was satisfied with an immediate pro-rated refund from the day of his cancellation on 5/17/14.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Bottom line, LifeLock scammed by brother, who was disabled.  I am positive they led him to believe that he was "completely covered" from any attempts to invade his accounts, which gave him a false sense of security. Because he was disabled he was naive about what this type of company is selling - false promises about what they are going to actually do, which is nothing.  They took his limited amount of money and did nothing for him.  Unless they are willing to take some responsibility for their bad business practices, and in good faith, refund the money that was stolen from my brother under their watch, I will never call this complaint resolved.  I will also make it my mission to file as many complaints about this company with any and all consumer reporting agencies so, hopefully, this will not happen to another family.  I will also email every single celebrity who do commercials for this company with my story. They must be stopped.
Regards,
[redacted]

See AttachmentDear
Dispute Resolution Consultant,We are writing in response to your letter
dated September 2, 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.Mr.
[redacted] called to cancel his account on June 15, 2017.  Mr. [redacted] was unable to provide his
verbal passcode for us to enter into his account to process his request. We
advise our member that he would need to send in documents for us to verify him
into his account.On September
5, 2017, we were able to speak with Mr. [redacted]. We were able to verify him
into his account and cancel it per his request. We advised him that we would do
an expedited refund for the months of June, July, and August for his original
request date of cancellation. We processed his refund in the amount of $89.97 and
let him know his card ending 7658 would be receive a credit in 5 to 10 business
days. We
hope this resolves the matter to the satisfaction of your office.Sincerely,Denise
S[redacted]Member
AffairsLifeLock
(a Symantec Company)

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. We have removed her from any future correspondence direct from us. In additional want to let her know LifeLock does not sale personal information to third parties.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S[redacted]  Member ExperienceLifeLock, Inc.

We are writing in response to your letter dated March 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...

May 1, 2011.  Due to a financial hardship, Mr. [redacted] attempted to call LifeLock on Jan 10, 17, 24, and also February 28, 2015 to cancel his membership, but was unable to connect to a representative.  He was also frustrated with our hold music.  On March 6, 2015 I spoke with Mr. [redacted] regarding his concerns.  I cancelled his account and provided an additional $30 refund to make up for the last 2 months of his active membership he wasn’t wanting.  I have also forwarded his concern with the hold music to the team controlling it.  We hope this resolves the matter to the satisfaction of your office.Sincerely, [redacted]Manager, Member ServicesLifeLock, Inc.

We are writing in response to your letter dated September 25, 2014 regarding Michael [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 on September 21, 2014 in the LifeLock Ultimate Plus Plan at $329.89 per person with a 60 day money back guarantee. On September 21, 2014 Mr. [redacted] called to cancel the plans. At that time our system does an automated prorated refund and then we are able to process the difference. This takes 3-5 business days. Mr. [redacted] was refunded 328.56 for each membership on September 22, 2014 and the additional $1.33 for each on September 25, 2014. I have placed a call and left a voicemail with Mr. [redacted] to confirm that his refund was received. We hope this resolves the matter to the satisfaction of your office.

I had Lifelock for serval years, and they never notified me of only a few credit card changes, either opening, closing or inquireys. I called to cancel about 2 years ago stating that I was relying on my household insurance to keep me updated on probes into my credit. I was assured if I upgraded to another higher level, they could assure me they would be on top of it at a much stronger presence.. Like a fool, I upgraded spending more money only to learn they would now send me noticifications of sex offenders in my area. I was having trouble with a cancelled credit card and never heard from Life Lock once, but from my insurance, each and every time. I called and the agent I talked to said I was a liar and that Life Lock would always be first. I gave him the dates to check on, and he basically told me to bug off. I then cancelled. I feel it is just a scam to scare people to buy and receive no protection what's-so-ever.

[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]

When my Annual renewal came up Jan of 2015, my credit card had expired. I renewed using my new card and paid in full for the entire year. Lifelock continued to call and e-mail me telling me that I had not paid. I called and tried to work with Supervisors who assured me that I was paid in full but the system just canceled me and get this.. the system refunded me the balance of my paid subscription. When I called Lifelock, they still could not correct their problem with their billing system. After demanding a refund for the full amount paid if they were just going to cancel me.. Lifelock didn't even attempt to retain me as a customer but refunded my money and told me to have a nice weekend. I am glad that Lifelock has so many customers that they can feel the need to treat me like they did. I was a paying customer that Lifelock didn't seem to want. Unreal!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowMs. [redacted] does not have the facts correct in her response & needs to review them so it is clear in her mind, in order to proceed. No email was sent to me alerting me in any way that there had been a breach on June 10,2014. None. Never. Nothing. However, if my email address was compromised, why??  would Lifelock want to EMAIL ME using that very address that was hacked into? I have requested a history/summary of the event by mail for 2 reasons: 1) I cannot get into my Lifelock acct. at all; totally locked out. 2) I have recv'd letters in the US mail from [redacted], [redacted], [redacted], [redacted] & [redacted] all alerting me to potential hacking or, in 2 instances, actual events that occurred. I also have rev'd by regular US mail all 3 credit reports. And, most important::::Your Lifelock Kit w/my # was sent by you & received by me, in the US mail!Your reasoning for not sending by the US mail is out of step w/how other co's have handled their breaches. LifeLock should be first to alert w/phone call as [redacted] & Dr's office did, followed up w/something in writing so that I can file an Identity Theft affidavit w/Law Enforcement. They want the information that you have. I don't have it. Therefore, am still UNable to take the correct measures that I am supposed to in a situation like this.I did receive a call on 6/23/15 at 1:11pm, & on 6/24/15 at 4:02pm showing 'Unknown Caller' & so did not answer. However, listened to message which was from [redacted] & I returned her call the following day. I was told by [redacted] & [redacted] on the 25th that they could not put me thru. Then they came back & said that [redacted] was out ill. I left word for her on her extension # [redacted] to phone me . No returned call or follow up to that call far as I am aware. I listen to all voice messages that are left me. REGARDLESS of missed calls....and who's out ill & if a mess. was left or not, PLEASE forward a copy of the incident which as I said, [redacted] told me was "mother's maiden name, SS# & email" incident. Why the stalling tactics? Why the delay? It should not take 2 months & me having to file reports various agencies in order for you to perform this simple, but very important, task. If your concern is MY SAFETY then, send it overnight like thousand's of people send their 'important documents'...like Income Tax info. that contains social security numbers.The Revdex.com should remove their logo from your website. They should refuse to allow you to use it. You are not a "Better Business". And, your attitude when it's coming to the aid of their customer's welfare is lacking in every possible way. You are taking a bad situation & making it worse~I expect to receive a copy of my 2014-2015 LifeLock report w/out further begging. Please let me know when to look for it in the mail.Regards,[redacted]

Service? I moved, got new bank accounts, rented a home, had five credit reports ran and not one notice from Lifelock.. Don't waste your money

We are writing in response to your letter dated 04/20/2015 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.We understand that Ms. [redacted] feels her brother was not aware of the services LifeLock provided to him and what he was protected for. While we extend our deepest condolences to her for her loss, LifeLock cannot determine the status of our members’ health. We provide the information to our members in regards to their protection on the phone and our website. In order for LifeLock to legally act on a member’s behalf we have to receive authorization from the member. In this case the member did not contact LifeLock to report any fraudulent activity. However, in good faith we are working with Ms. [redacted] to find resolution in getting some reimbursement of funds.We hope this resolves the matter to the satisfaction of your office.Sincerely,[redacted] Member Operations ManagerLifeLock, Inc

She told me she sent this to the Revdex.com. She is still working on the issue. Nothing has been resolved. She is supposed to call me this week. If it is not fixed, I still will cancel.

I have had Life lock for years. When someone went to see a doctor and used my identify I called them and they said they would call me in a couple of days. When they called they added a fraud alert and said they would contact the collection agency and they did nothing. I had to do all the work and they never called or followed up. They promise they will help but when something happens they do nothing.

See AttachedDear
Dispute Resolution Consultant,We are writing in response to your letter
dated 9/19/2017 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.I spoke...

to [redacted] and [redacted] on
9/19/2017. I apologized for the extended hold times due to high call volume.
The increase in call volume is the result of the data security breach of a
major credit bureau. [redacted] and [redacted] advised me they recently had an
issue with receiving a phishing email. [redacted] contacted the financial
institution and confirmed they did not send the email. [redacted] advised me
she did not respond to the email. I informed her of steps to take with her computer
and email as added precaution. I resolved their questions regarding their
LifeLock service. [redacted]’s LifeLock service is provided by
his affiliation with AOL and there is no direct payment to LifeLock. Donna
Kinsey directly pays LifeLock for the service for herself and one additional
member. I have requested a one-month refund for her account for $16.98. We
apologize for the difficulty they had in contacting us recently.We
hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie
N[redacted] Member
AffairsLifeLock
(a Symantec Co.)