Lifelock

The agreement made between me and Lifelock on August 6, 2016, was to process two refunds for The letter never referenced the refund agreement made between myself and LifelockAlso, nothing was noted in the letter about Lifelock addressing the customer serviceDo 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 statementWhat 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 4/4/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/I spoke with MrWilliam T [redacted] about his complaintMrT [redacted] stated his wife was handling the account and could I contact herI informed MrT [redacted] since the correspondence was in his name I would need to speak with himI advised the member that I could cancel the account and provide a full refundMrT [redacted] stated that would be fine and if his wife had any questions he would have her contact meWe have processed a full refund totaling the amount of $ I advised MrT [redacted] the refund should appear on his account with in to business days.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S*Member Experience LifeLock, Inc

See AttachedDear Dispute Resolution Consultant,We are writing in response to your letter dated 9/16/regarding Richard ***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.Richard [redacted] recently attempted to contact LifeLock to advise us that his credit card was compromised and was concerned that his identity was also compromisedHe was experiencing longer than wait times to speak to a member services representative.I spoke to [redacted] todayI apologized for the longer than hold times and that this was not the normalI explained the increase call volume was a result of the recent major credit-reporting bureau announcing a data security breechI notated the details of Mr [redacted] credit card fraudMr [redacted] advised this was still an ongoing investigation with his credit card companyMr [redacted] confirmed he was not being held responsible for the fraudulent chargesI explained that LifeLock is unable to assist until the bank has completed their investigation and holds the member responsible for the chargesI provided Mr [redacted] insurance instructions and claim form via emailWe discussed his LifeLock service featuresMr [redacted] has my direct contact number in case he has any further questions or concerns.We hope this resolves the matter to the satisfaction of your office.Sincerely,Debbie N***Member Affairs

She told me she sent this to the Revdex.comShe is still working on the issueNothing has been resolvedShe is supposed to call me this weekIf it is not fixed, I still will cancel

See AttachmentDear Dispute Resolution Consultant,We are writing in response to your letter dated 9/28/regarding Gayle ***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.MsGayle [redacted] enrolled in the LifeLock Advantage Plan on 9/28/Member stated her account was charged for $ for an annual membershipMember stated she did not receive an email confirmation for her payment or a user id or password to sign into her account Member stated she tried to contact LifeLock and got a recorded message saying they were too busy and she should call back at another time.On 10/4/17, I was able to speak with Ms*** I apologized for the long hold time due to the recent credit bureau breachI verified that we had the correct email address on fileAfter verifying the email address, we realized it was incorrect and updated her email addressWe sent out a user id and password for her to log into her accountOur member also wanted to add her daughter but did not have all of her information, so I provided her with my number so she could call me direct to enroll her.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S***

Back in March of I told Life Lock to cancel my accountI found out today from my credit Union that they are still taking out my paymentsThey told me that I did not finish the process with them and I disagreeI told them that they had a class action suit against themThe person said no way,so I read it to themThe manager said tonite they have it in their records that I wanted to cancel itThis is dishonestly by a company

See AttachmentDear Dispute Resolution Consultant,We are writing in response to your letter dated September 2, 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, Mr [redacted] was unable to provide his verbal passcode for us to enter into his account to process his requestWe 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 requestWe advised him that we would do an expedited refund for the months of June, July, and August for his original request date of cancellationWe processed his refund in the amount of $and let him know his card ending would be receive a credit in to business daysWe hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S*Member AffairsLifeLock (a Symantec Company)

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

I cancelled my services with LifeLock on July 19, 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 transactions on my credit card and bank account that should have been logged by LifeLock but were not after a period of about 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 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-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, 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 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 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 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 youDear Dispute Resolution Consultant,We are writing in response to your letter dated 9/18/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, 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 promisedI 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***Associate Product Support Analyst; Member AffairsLifeLock (a Symantec company)

Life lock added my wife to my account without my permission and was charging me an extra $per year for years Noted only when they began submitting charges under separate names

We are writing in response to your letter dated June 10, 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 February 25, Mr [redacted] enrolled with LifeLock on the monthly plan at $a monthOn May 13, member changed his billing cycle online from Monthly to AnnualDue to his next billing date being May 27, we tried to collect payment for the new Annual rateOn May 30, the payment was successfulMr [redacted] then called on May 31, and switched his plan back to Monthly On June 9, member called in and requested to cancel his membershipMr [redacted] was contacted on June 10, to explain why he was charged a higher amount due to the change in his billing cycle A refund for $was processed back to the member at that time as well We hope this resolves the matter to the satisfaction of your office Sincerely, [redacted] Member Services Manager LifeLock, Inc

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 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 timeI called and the agent I talked to said I was a liar and that Life Lock would always be firstI 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

See Attached

On Jan31., I realized my social security number had been compromisedAfter seeing commercials on TV and online information about LifeLock, I enrolledI then called and spoke with an employee who told me that anytime my number was used I would receive an alertOn April 1, 2016, I applied for an auto loan and used my ss numberOne 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 receivedI am very disappointedI thought I was secure with them

I recently received years of Lifelock for free because of my former employer had a breach of security with employee filesLifelock took down all my personal informationAt the time of the breach I cancelled all but one of my credit cards and set up a new e-mail account which I gave to Lifelock Two months later I received a charge on the one credit card I did not cancel The charge was for identity theft protection, which was $30/month When I called the company, they had my social security noand the new email address that I had given to only Lifelock

We are writing in response to your letter dated 07/08/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 to Mr [redacted] on 07/10/I explained the difference between alerts he would receive and notificationsI confirmed with Mr [redacted] that there was one alert regarding an application during his membership and he validated that at the time of the alertI provided him with the below information in regards to activity on his LifeLock account.Please see attached email that was sent on 06/10/alerting Mr [redacted] to the fact that we detected some of his personal information on a Black Market WebsiteWe instruct members to view information online as this does not mean that their information was used for identity theft, but there is a possibility their information is being sold onlineI have attached a copy of the Black Market Notification Mr [redacted] would have seen in his online account at the time.In the instance an email is found, we recommend the member change their passwordIt is up to them if they want to stop using the email address.Mr [redacted] cancelled his LifeLock account as 06/15/Once cancelled there is no longer access to services provided.The letters received from [redacted] , [redacted] , [redacted] , [redacted] and [redacted] were sent to Mr [redacted] to alert him that data in the possession of those entities was the subject to a security incidentLifeLock did not send such a letter because our data was not similarly compromisedLifeLock does send notifications to our members on the Ultimate Plus Plan of publicly reported larger scale security breachesThese are not specific to the memberI have attached copies of the breach notifications we sent Mr [redacted] .I informed Mr [redacted] that I will be sending him information regarding the types of alerts/notifications along with dates that occurred during the term of his membership with LifeLockMr [redacted] confirmed that this information will suffice.We hope this resolves the matter to the satisfaction of your office.Sincerely, [redacted] Account Operations ManagerLifeLock, Inc

Please see attached response.Dear Dispute Resolution Consultant,We are writing in response to your letter dated 9/20/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-business days for processing.We hope this resolves the matter to the satisfaction of your office.Sincerely,Sally M***Associate Product Support Analyst; Member AffairsLifeLock (a Symantec company)

I agree with the part of the resolution that Lifelock sentThe part they did not address was first level customer serviceLifelock'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 hours as she told me would be doneIn 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 expreienceThat is not close to the case in this instance[redacted]

Whenever I called with a security concern Lifelock would respond we don't cover thatTrying to cancel my membership was a joke, it took three representatives with B.Sexcusses why they can't , one supervisor and a call to my credit card to finally do itI highly recommend taking your business elsewhere