Lifelock, Inc.

We are writing in response to your letter dated 06/12/2015 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 in the LifeLock Ultimate Plus Plan...

Monthly on 02/12/2015. On 06/05/2015 she called to cancel her membership. The agent informed her that her membership was good through 06/16/2015 due to seeing the last successful payment on 05/18/2015. He informed her that the account would cancel on 06/16/2015 and she would receive a confirmation email once it cancelled. Ms. [redacted]’s renewal date was the 12th of each month originally, which is why she was charged on 06/12/2015. Her account was cancelled on 06/12/2015 and a refund was given of $32.02 on that day as well. Depending on her financial institution, they may hold a refund for 3-5 days.I attempted to call Ms. [redacted] on 06/16/2015, 06/19/2015 and 06/22/2015 to address her concerns and was unable to reach her. I have left her voicemails with my contact information if she wishes to call back. I have reviewed Ms. [redacted]’s account and calls to confirm that the refund was given on 06/12/2015, the date of the cancellation.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated 04/10/2015 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]’s brother, [redacted],...

enrolled with LifeLock on 03/20/2014 in the LifeLock Ultimate plan. On 03/10/2015 [redacted] reported the passing of her brother. Due to her not being a member on the account, we requested a copy of the death certificate in order to cancel. We received the document on 03/31/2015, cancelled the account and refunded back to the date of death.On 04/14/2015 I spoke with [redacted] and was informed that she was on her brother’s bank account not LifeLock. She discovered 3 charges from [redacted] dated 08/11/2014, 12/01/2014 and 12/25/2014. She reported these to the bank around the first week of March, but due to it being outside the 60 days, stated in their terms & conditions, they would not reverse the charges. She also contacted [redacted] and was informed they were fraudulent, but could only reverse if the bank did. I explained how the LifeLock service works and the plan her brother enrolled with did not provide access to send alerts in regards to transactions on current accounts. I did inform that I would consult with our Legal to see if any other steps could be taken. Due to us not being able to obtain permission to act on his behalf we would not be able to contact the bank. I provided Ms. [redacted] with some additional steps that she could possibly take to get resolution with the bank and [redacted]. I was able to find that the new credit attempts were after the member had passed. LifeLock Alerts go to the member’s contact information on file. Due to the passing, no one would receive these alerts unless that had access to his information. To provide protection to her brother’s information I advised her to send a copy of the death certificate to the credit bureaus in order to have the credit files flagged. This would prevent new lines of credit attempts as well as stop pre-approved credit card offers.

See AttachmentDear
Dispute Resolution Consultant,We are writing in response to your letter
dated 9/28/17 regarding Gayle [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. Gayle...

[redacted] enrolled in the LifeLock
Advantage Plan on 9/28/17. Member stated her account was charged for $197.90
for an annual membership. Member 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. [redacted].
I apologized for the long hold time due to the recent credit bureau breach. I
verified that we had the correct email address on file. After verifying the
email address, we realized it was incorrect and updated her email address. We
sent out a user id and password for her to log into her account. Our 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[redacted]

Dispute Resolution ConsultantRevdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585RE: Complaint ID#: [redacted]Dear Dispute Resolution Consultant,We are writing in response to your letter dated June 4, 2016 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 23, 2016, [redacted] enrolled into the LifeLock Ultimate Plus Plan. On the same day the member decided to cancel her account. Ms. [redacted] stated she received a deposit from LifeLock on May 23, 2016 in the amount of $29.66 and a charge from LifeLock on May 23, 2016 in the amount of $29.99. Member stated on May 25, 2016 she called about her refund and was told it would be expedited. On May 27, 2016 member called back and was told the refund had not been processed. On June 3rd, 2016 member spoke with a LifeLock manager and verified that LifeLock had processed a refund on May, 27 2016 and it could take up to seven business days for the bank to process.On June 6, 2016, we reached out to Ms. [redacted] to verify if she had received her refund. Member stated she had not received it yet. We advised it can take up to seven business days for the bank to process the refund, we would call her back on June 7, 2016. On June 7, 2016, we reached out to Ms. [redacted] and let her know we had processed a refund on May 23, 2016 in the amount of $29.66 and May 26, 2016 for .33 cents for a total of $29.99. Ms. [redacted] said she did not understand since on her bank statement it showed a deposit and then a charge on May 23, 2016. I tried to explain to the member that we did provide the full refund, but member stated we did not and hung up. We hope this resolves the matter to the satisfaction of your office.Sincerely,

We are writing in response to your letter dated February 3, 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 herself and her minor daughter on October 27, 2013 in the Standard LifeLock plan. [redacted] was charged an annual amount of $110.00 on October 27, 2014 and her daughter was charged an annual amount of $65.99 on the same day. [redacted]’s daughter turned 18 and was upgraded from LifeLock Junior to LifeLock Standard Service. A prorated refund was issued for $55.87 on December 27, 2014 and she was charged an annual amount of $111.40 for the upgraded plan.When a minor becomes an adult, LifeLock sends a notification one month prior indicating the minor’s account will be transitioning to an adult plan. The guardian has the option to continue the plan or discontinue services, if LifeLock does not receive notification the minor plan will automatically upgrade to an adult plan. On December 7, 2014 the member was sent an email notification indicating the minor will be automatically upgraded to a standard adult LifeLock membership.  We did not hear from Ms. [redacted] regarding her daughter’s account until after the minor account was automatically upgraded. The account was cancelled on December 30, 2014 per [redacted]’s request and a refund was issued on January 26, 2015 for $90.71 and $199.70.I made two attempts to contact Ms. [redacted], on February 3, 2015 and February 5, 2015 and was unable to reach her.We hope this resolves the matter to the satisfaction of your office.

We are writing in response to your letter dated 07/08/2015 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.I was able to speak to Mr. [redacted] on 07/10/2015. I explained the difference between alerts he would receive and notifications. I confirmed with Mr. [redacted] that there was one alert regarding an application during his membership and he validated that at the time of the alert. I provided him with the below information in regards to activity on his LifeLock account.Please see attached email that was sent on 06/10/2014 alerting Mr. [redacted] to the fact that we detected some of his personal information on a Black Market Website. We 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 online. I 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 password. It is up to them if they want to stop using the email address.Mr. [redacted] cancelled his LifeLock account as 06/15/2015. 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 incident. LifeLock did not send such a letter because our data was not similarly compromised. LifeLock does send notifications to our members on the Ultimate Plus Plan of publicly reported larger scale security breaches. These are not specific to the member. I 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 LifeLock. Mr. [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

We are writing in response to your letter dated November 5, 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. Mr. [redacted] enrolled...

in the LifeLock Ultimate Service on 8/17/14 with a [redacted] promo that entitled him to 10,000 Rewards Points after he maintained his membership for 30 days. After the 30 days, the point may take up to 6-8 weeks to post to his account. Mr. [redacted] filed his complaint during the 7th week of waiting for the points. We were able to manually add the points to his rewards account on 11/13/14. Mr. [redacted] did cancel his account on 10/3/14 during the waiting period for his points. Mr. [redacted] has been contacted today and advised that the points are now in his Rewards Account. We hope this resolves the matter to the satisfaction of your office.

[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]

[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.I have received this refund today 7/20/16.  Thank you for your service.
Regards,
[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 recently received 5 years of Lifelock for free because of my former employer had a breach of security with employee files. Lifelock took down all my personal information. At 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 no. and the new email address that I had given to only Lifelock.

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], 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.

Lifelock is a total ripoff. I have been paying them over $50/month ($2400+ in total) for my wife and I for almost four years now. I received an email alert on 12/24/16 asking if I had applied for a discover card which I had not. I immediately went to the website as directed and answered some basic questions, ie, did you apply for this card or not, have you applied for a new loan, co-signed for anyone, etc. The answer to all their questions was NO. Then I get a follow-up email with a case # asking me to answer the same dumb questions. I do and wait until after xmas weekend on 12/27/16 to call to find out what my next step is. They tell me that they are still waiting for me to answer the same dumb questions. I tell them that I have already done this twice and verbally answer the same questions to the representative.
Then I asked when I should hear back from them and she says 14 days. What ? She says that they are backup up. I asked her if I should contact Discover myself and she says that I can if I want.
I call discover and they confirm that someone had my social and tried to open a card and the application was declined for some reason. She noted all of this and suggested that I contact Equifax and have a “fraud alert” placed on my account. I do all of this.
None of this was suggested by Lifelock and it is now 1/9/17 and I am still waiting for them to call me back. As part of all of I this reviewed all my accounts and I noticed two bogus charges on my Chase Visa that happened at the same time that were not mine, so I called Chase and had them re-issue me a new card.
I am just waiting to have Lifelock call me to say that they cannot charge my old card number anymore at which time I am going to tell them to stuff it.
I also found out Equifax supplies the same service (which I am now using) at under half the cost.

October 15, 2014 Revdex.com [redacted] 
[redacted] 
RE: Complaint ID#:[redacted] Dear Dispute Resolution Consultant: We are writing in response to your letter dated September 30, 2014 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. [redacted] enrolled with LifeLock on April 16, 2014 in the LifeLock Basic plan provided by her employer. On September 27, 2014 [redacted] contacted LifeLock and provided the details of the payday loans that were taken out. We are currently investigating due to not being able to speak to the member until October 15, 2014. We will respond once investigation is complete. We hope this resolves the matter to the satisfaction of your office. Sincerely, [redacted] Member Services Manager LifeLock, Inc.

LifeLock is a scam! You pay a monthly fee to have your personal information monitored and if there is suspicious activity you are supposed to be notified ASAP. This is the service they advertise which is a lie.

I had LifeLock for three years and had my identity compromised twice with someone opening two different credit cards from two different companies at different times. They failed to contact me, they failed to let me know. When I told them about what happened they told me they can't monitor everything which was complete BS considering credit card theft and hard credit inquiries show up pretty fast. It made me wonder what I'm even paying for!

When I tried to cancel my membership the first time they talked me out of it and agreed to lower my monthly fee. So I decided to keep it. The second time I tried to cancel during November they talked me out of it and argued with me for about 30 minutes about why I need to keep them. They told me that during the holiday season I'll be at greatest risk. So I just agreed to keep it a little longer. The third time I tried to cancel they made me go through a series of security questions transferred me to two different people. Once I got to who I needed to speak to they told me their systems were down and that I needed to call back in an hour. I asked if their systems were down how did they have access to all of my security questions and why didn't the first person tell me that before transferring me. The woman on the phone said I don't know and she hung up on me. So un professional!

I had to call back and go through all of the questions again and be transferred and really be upset for them to finally cancel my subscription.

I use Credit Karma now for free and they do a great job monitoring any suspicious activity! Please do not use LifeLock they are horrible on many levels.

[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 4/4/16 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 4/5/16 I spoke with Mr. William T[redacted] about his complaint. Mr. T[redacted] stated his wife was handling the account and could I contact her. I informed Mr. T[redacted] since the correspondence was in his name I would need to speak with him. I advised the member that I could cancel the account and provide a full refund. Mr. T[redacted] stated that would be fine and if his wife had any questions he would have her contact me. We have processed a full refund totaling the amount of $197.80.  I advised Mr. T[redacted] the refund should appear on his account with in 5 to 7 business days.We hope this resolves the matter to the satisfaction of your office.Sincerely,Denise S[redacted]Member Experience LifeLock, Inc.

About 5 yrs ago I enrolled in Life Lock as a result of being a "victim of identity theft". I paid approximately $30 per month. I paid my monthly fee and spoke with Life Lock a few times, and thought they were a good company. About 2 1/2 yrs into my Life Lock membership, I accidently found out that AOL had also enrolled me in Life Lock, without INFORMED CONSENT. I had been a member of AOL for 15 yrs. When this information came to my attention, I Life Lock customer service and told them, that I had been enrolled with them for 24 months via AOL, and that this was a FREE Benefit to paying AOL members. Life Lock's Customer Service pretended like they KNEW nothing about my Life Life membership through AOL and told me to call AOL. SO, I called AOL. The AOL representative told me that they were having ISSUES with Life Lock. That Life Lock was suppose to contact any AOL member who was already enrolled in Life Lock and was a paying customer to Life Lock, like I had been. He said there was NO WAY for AOL to know which AOL members were actively enrolled in Life Lock and paying for those services when AOL rolled out the FREE UNINFORMATED CONSENT enrollment in Life Lock. He told me to call Life Lock back. SO, I called Life Lock Customer Service back. I told the woman what the man at AOL told me, and she said, AOL should've done the verification NOT, Life LIKE. She told me she had received many other complaints from AOL members who were DOUBLE DIPPED ENROLLED in Life Lock. I demanded that I be refunded the last 24 months of PAYMENT's. She put me on a lengthy hold, and came back and insisted the BEST SHE COULD DO, was give me a 2 month refund. We argued about this, and she said, "there is really nothing else I can do.". I could here the FEAR in her voice, and knew it was not the Customer Service Rep, but rather the SR. MGMT Team at Life Lock that was behind this scam. Eventually, I received the 2 month out 24 month refund where I was DOUBLE ENROLLED in Life Lock. I also called AOL Customer Service back and "DEMANDED" they remove me from AOL's Life Lock enrollment. I wanted NOTHING to do with LIFE LOCK at all anymore. It is one of the shadiest operations I ever dealt with, they screwed me over financially and they did little to help me with any identity theft issues. I would NOT recommend anyone to enroll in this program, and if you have AOL, you are probably enrolled in it whether you want to be or not. AOL, is also at fault for enrolling their membership without INFORMED CONSENT.

We are writing in response to your letter dated June 9, 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 14, 2014 Ms. [redacted] enrolled...

with LifeLock. At that time she received her standard emails sent with her enrollment to provide next steps and routine scans. Member responded to these emails with her questions. On May 17, 2014 Ms. [redacted] sent a Support Request email which allows us to answer her questions and we responded at that time. On May 28, 2014 we received another Support Request from Ms. [redacted] in regards to her shredder, which we were able to reply to as well.

On June 10, 2014 we attempted to contact Ms. [redacted] via telephone, but were unable to reach her. At that time we received an email back that the best form of contact was through email. On June 12, 2014 an email was sent to member on how to contact LifeLock securely.

On June 16, 2014 an additional email was sent to Ms. [redacted] answering her questions that she previously had in regards to her account. We set proper expectations on how Ms. [redacted] can reach LifeLock to get answers to specific questions. Member 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, 

Member Services Manager

LifeLock, Inc.

Back in March of 2016 I told Life Lock to cancel my account. I found out today from my credit Union that they are still taking out my payments. They told me that I did not finish the process with them and I disagree. I told them that they had a class action suit against them. The person said no way,so I read it to them. The manager said tonite they have it in their records that I wanted to cancel it. This is dishonestly by a company