LifeShield

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The business, Lifeshield security, did not address the main issue in their response They did not admit that at 8AM, they turned on a loud alarm on our security system in order to collect a $fee that was due for AugustThe alarm woke us up and scared us, because we did not know why the alarm was going off We could not turn off the alarm Lifeshield left the alarm on until I called and paid them a $fee for AugustLifeshield did not try to call me on the phone before they used our security system to scare us and disrupt the peace of our home If they had called me, I would have immediately corrected the expiration date on the [redacted] card In fact, before they used our security system against us, I had already logged into my account and corrected the expiration date.I believe their abuse of our security system was an illegal tactic to collect a debt I want a statement from Lifeshield saying they will not use this outrageous extortion tactic on other customers Regards, [redacted]

Mr [redacted] We have researched your account Your account was activated on 2/28/ Your account was monitored on 4/30/ We have attached the monitoring center log From 4/5/to 4/1/to this response Every week a signal test is run from your system to the monitoring company These are evidenced by the entries logged as subscriber test5/3/23:ELOG 2,CID,E601,(0),Task:zone: 0, SUBSCRIBER TEST As you scroll down the log, you will see that you system successfully communicated with the monitoring center every week On the date in question for the alarm going off, the signal went trough, the monitoring center attempted to call you with no answer and then dispatched the police 12/24/8:Burg (R) PR-PD-1,CID,E130,Task:SLIDING DOOR 12/24/8:Burg (R) PR-PD-1,CID,E130,Task:CARPORT DOOR 12/24/8:Alarm Accessed 12/24/8:Dialed Number Premise ###-###-#### 12/24/8:Ans Machine - No Message Left Premise ###-###-#### 12/24/8:Dialed Number Premise ###-###-#### 12/24/8:Ans Machine - No Message Left Premise ###-###-#### 12/24/8:Dialed Number NC-STATESVILLE PD ###-###-#### 12/24/8:Call Authorities NC-STATESVILLE PD ###-###-#### 12/24/8:Dispatch Police op 12/24/8:Multiple Burgs Dispatched 12/24/8:Notify Auth of Responder nonr 12/24/8: [redacted] Full Clear [redacted] Full Clear Your system has been monitored and we have provided the services, therefore there is no refund due Regards LifeShield Security

Your account has been cancelled and there was no early termination fee assessed You have been issued a Return Merchandise Authorization for the return of the equipment Please return the equipment within days

Per customer request, the account was cancelled with no early termination Cancellation confirmation and Return Merchandise Authorization / return instructions for equipment were provided

[redacted] Per your discussion with our supervisor on 10/20/16, we have agreed to terminate your agreement with no early termination fee Our supervisor supplied you with the information required to return the equipment You should have received a confirmation of cancellation email as well as the return label for the equipment If you have further questions please contact us.RegardsLifeShield Security

This customer account was canceled on 5/ Customer called in to check on refund on 6/ She was told it would be refundedCustomer called back on 7/and still has not received her refund Refund was processed on (7/1) but unfortunately refund attempts could not go through because customer had cancelled her debit card associated with accountLifeShield has created a check request in the full amount owed to client and request has been made noted to be expedited

[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 is satisfactory to me Regards, [redacted] ***

[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 is satisfactory to me Can I please get an email or written confirmation that my account has been canceled? Regards, [redacted]

[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 is satisfactory to me However, they are not telling you the whole story They offered me a new system for a fee, not free but to extend my existing contract They said the system was out of warranty and the sensors were not free either The email contract I originally agreed to was lengthy and I did not feel a need to read the entire contract because I was trusting the integrity of the representative I spoke with I will accept this offer and hope no one has to go through the same issue as I have Next time I will be sure to read the fine print Regards, [redacted] Jr

Upon [redacted] ***'s rejection, her account was escalated to our engineering department for further investigation. The findings of the engineering department indicate that there was no unauthorized access to the customer’s account from LifeShield's end. Each change was made either by the customer (or another party who had access to the account) , or by the customer representative upon the customer’s request.For the customer's configuration being deleted, during troubleshooting, the numerous double and triple beeps caused the base configuration to be wiped. This was a result of the various techniques on 5/29, during troubleshooting by the agent. LifeShield agreed to refund [redacted] the month of May as a one-time courtesy for the inconvenience caused by the inadvertent configuration wipe. Therefore, we refunded [redacted] for the month of May on 06/12 and we apologize for the inconvenience.Below is the findings of the engineering department showing that each successful login to the customer's account was done through the account by using the correct credentials, as well as explaining that the configuration on the account was inadvertently wiped during troubleshooting. Below is a timeline of the events and relevant calls from the customer and their interaction with support.3-3-15 - Claimed system was "acting funny" and was told it was because they had a past due for balance by representative S.C. Customer requested a supervisor and spoke to J.S. Supervisor J.S determined the issue was that the customer locked their account because of invalid login attempts. Customer call dropped. The customer called back and said that they were able to log in.4-20-15 - Customer said an acquaintance hacked her online account and changed their username and password. Wanted to change it and delete the acquaintance from contacts.The account was logged on 4/19/15 at 13:34 on the Web Portal and the username was changed4/19/2015 13:34 Config Change POST: /v5/subscriber/2038262020/system/username by customer4/19/2015 13:34 Config Change POST: /v5/subscriber/2038262020/system/username by customer4/19/2015 13:33 IBP Engineering Data PushLogin Username: [redacted] 4/19/2015 13:33 IBP Engineering Data PushLogin Username: [redacted] 4/19/2015 13:33 IBP Engineering Data PushLogin client Web Portal version 1.7.14/19/2015 13:33 IBP Engineering Data PushLogin client Web Portal version 1.7.1Agent Y. helped her by changing the username and password. From the logs it was the correct username and password over Web Portal.5-28-15 Customer emailed claiming the customer's account was hijacked. Customer informed the representative that the acquaintance is a computer programmer and can always find out their passwords.On 5/2/15 at 13:23 the customer had their password changed over Web Portal5/2/2015 13:23 Config Change POST: /v5/subscriber/2038262020/system/password by customer5/2/2015 13:23 Config Change POST: /v5/subscriber/2038262020/system/password by customer5/2/2015 13:22 IBP Engineering Data PushLogin Username: [redacted] 5/2/2015 13:22 IBP Engineering Data PushLogin Username: [redacted] 5/2/2015 13:22 IBP Engineering Data PushLogin client Web Portal version 1.8.25/2/2015 13:22 IBP Engineering Data PushLogin client Web Portal version 1.8.25-29-15Reset the password and walked the customer through changing the password. Stated the customer's network keeps redirecting the customer to another web page for DIRECTV. Double beeped base again. CSR C.M. changed the username and password per the customer's request.5/29/2015 12:24 Config Change changeAccountPassword by [redacted] 5/29/2015 12:24 Config Change changeAccountPassword by [redacted] 5/29/2015 12:23 Config Change updateUsername by [redacted] 5/29/2015 12:23 Config Change updateUsername by [redacted] 5/29/2015 12:23 Config Change changeUsernamePage by [redacted] 5/29/2015 12:23 Config Change changeUsernamePage by [redacted] 6-1-15 Customer called again stating the entire account had been hacked, and the secret question changed.The secret question/answer on the account remained the same until 6/2 when it was changed. The secret question on the had been the same one since 11/19/14 until 6/2 when it was changed.6/2/2015 11:57 Config Change POST: /v5/subscriber/2038262020/system/secretquestion by customer6/2/2015 11:57 Config Change POST: /v5/subscriber/2038262020/system/secretquestion by customer6-2-15 A.L. from engineering deparment received the email that it would not connect and noted it was online. B.P. loaded their old sensor configuration as requested.During troubleshooting, the numerous double and triple beeps caused the base configuration to be wiped. This was a result of the various techniques on 5/29.LifeShield do not and cannot erase account history or server logs for any customer. Each login that was successful was done through her account using the correct credentials.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you very much for your help in this matter Regards, [redacted]

Hello,For the sensor issues our customer has had, LifeShield scheduled a service call for [redacted] for 06/We hope the issues are resolved with the service call and our customer is happy going forwardWe also added the invoice number from permit to the customer's fileWe are more than happy to help [redacted] in the future with anything he might need assistance with about his LifeShield system

[redacted] called in with a request to cancel his account on 04/when he was offered to troubleshoot his systemHowever [redacted] stated he did not want to troubleshoot and just wanted to cancel his serviceFor customer satisfaction, the customer was also offered $off his monthly bill for the next months which he initially declinedHe was then advised that if he refuses to troubleshoot there would be an early termination fee for cancellation [redacted] then accepted the $off for months offer[redacted] called in the same day about the issue with his front door sensorTo resolve this issue, LifeShield sent a replacement sensor to the customer to resolve the sensor issue.Other than the sensor issue [redacted] has had, his system seems to be operating properly.We hope [redacted] ***'s issues will be resolved with this new sensor and he will be fully satisfied with his LifeShield System.If the issue persists and there is no resolution available for this customer, the agreement can be terminated with no further charges due

Our customer contacted LifeShield 02/16/requesting cancellation mentioning that she does want the system but having issuesMs*** was offered three months credit but issuing credits was not possible due to her outstanding balanceLifeShield is also willing to give Ms*** $off
her system by removing one of her camerasHer system should be functioning properly with no issuesUnfortunately, we do not accept money orders as Ms*** wished to make her payments in the form of If Ms*** agrees to provide us with a valid payment method (i.ea valid credit card) we are more than happy to give her months credit and $off her monthly bill by removing one camera after collecting her past due balance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I only further request an invoice/letter of confirmation detailing the past due balances are 'closed out' (month, date, account, $)This is for my records/use in case there is an issue with credit reporting.
Thank you for your help
Regards,
*** ***

Hello,Upon our customer's complaint, LifeShield reviewed the account and confirmed that a permit is not needed for *** *** to become live monitoredThe account was made live monitored and one month of service was refunded due to the delay in being live monitored*** *** was contacted regarding
the refund as well as the base sound and he stated he would still like to cancel if the base sound cannot be increasedToday, (06/04) one of our service representatives tried reaching out to *** *** to troubleshoot regarding the base soundHowever, a voice mail was left*** *** is going to be contacted to help resolve the base sound issueIf there is no resolution for this issue, LifeShield agrees to terminate the agreement with no further charges due

Hello,
Our customer representative offered Ms*** to lower each of her systems' monthly bills by $(which is a 25% reduction in total)However, we were not able to get a hold of Ms*** and she did not return our callWe will be more than happy to offer her this reduction to
her again when she contacts us

-------- Forwarded message ----------From: A***, Thomas ADate: Mon, Apr 4, at 4:PMSubject: Revdex.com complaint ID ***To: "***@myRevdex.com.org" Customers camera service was cancelled by mutual agreement on 12/22/2015. There
is no technical onsite support for self-installed systems. Technicians could not get the cameras to communicate. Customers bill was reduced from $per month to $

LifeShield has reveiwed this account and the customer did receive months free service She received a refund of $for her Aug bill on 8/and was given a credit for her Sept 2nd bill There was successful billing on 10/ The client has received what she was promised

*** ***You will have received your discount code ($credit towards equipment) for the referral at this time We are having one of our specialists reach out to you to resolve the issues you are having with your system We will be adjusting your bill accordingly after the
specialist gets your system 100%.RegardsLifeShield Security