LifeLock Inc

RS 

on BBB

7 years ago

LifeLock renewed my "service" despite my cancellation. When I contacted customer service they offered a partial refund even though I contacted them as soon as I noticed the charge. (1 week.) To add insult to injury, I was part of the OPM compromise -- a fact that LifeLock completely missed. Their excuse? My plan was not expensive enough to cover this compromise. 

JoAnna B. 

on BBB

7 years ago

I have been a LifeLock member for two years. Frankly, I have found the service rather useless, slow and reactive. I went to the website to cancel and clicked the "cancel" link under manage memberships and all it does is submit a help desk request, says someone will contact you in a day. Well, someone did call me this morning. After literally arguing with me in a very unprofessional manner I said "please just cancel my membership" and HE HUNG UP ON ME!!! I called LifeLock immediately and did NOT choose the option "cancel," as... read more

rodney mayo 

on BBB

7 years ago

Absolutely horrific customer service! I had fraud on my bank account where someone started a bank account in my name at a different bank and made transfers, Lifelock took 2 months to even investigate and then said they could not help in any way. Not to mention customer service was rude and unconcerned. They also get paid by the credit bureaus so they really are not on the consumers side. Complete waist of time and money. Put a credit block on your credit reports which is free and way more effective 

Colleen M. 

on BBB

7 years ago

I was a Lifelock member for only a few months but decided to cancel my service because I could no longer afford to pay the membership. All I can say about my experience with customer service is that it was horrible. The first person I spoke with had an ESL accent and I couldn't understand him. The second person was rude and would not listen to me and kept interrupting, told me I answered my security questions wrong and transferred me to someone else, who once again tried to make me jump through multiple hoops. Before they wi... read more

Scott H. 

on BBB

7 years ago

Lifelock cancelled: I have read a lot on here about long wait times to cancel. I called today to cancel my service. I call one number and then was transferred to someone else. He of course tried hard to convince me to continue. I kept cutting him short and kept saying, could you please just cancel my account. Really not a long conversation only a couple of minutes. Then he put me on hold. I of course was expecting a long wait time. I don't think it was more then a minute and he came back on. Here is the rude part. He started... read more

Jami F. 

on BBB

7 years ago

I called customer service to cancel my account. On the call, I selected the option for cancelling my account. My estimated wait time was 75 minutes and I was on hold for 3.5 hours (210 minutes) before my phone died. While I was on hold, I used another phone to call the same customer service line just to see what happened. This time I selected the option for speaking to someone about an alert, and I was on hold for 10 minutes with the whole call taking 18 minutes resolved with just one representative. Lifelock intentionally e... read more

Doug J. 

on BBB

7 years ago

I was a member for almost 1 year at their top tier package. Financial transactions that that I wanted to be notified about over a certain limit too 2 to 3 days to receive. Watches of new accounts (loans) created against my records too 10 days to be notified of. I never had to use their reimbursement service. But if I did I guarantee that it would be like the rest of their action - slow. I am currently on the phone (over 1 hour at this point) to cancel my membership. There is no way that you can cancel or remove payment metho... read more

Brian C. 

on BBB

8 years ago

I signed up and was unable to get support to get my accounts added due to system issues. their support is non-existent. Their disclaimer states that I can cancel my account within 60 days. I'm unable to cancel my account via their support system nor by telephone. I've already called 4 times and spent 5 hours waiting for a human. IMPOSSIBLE to cancel my account. THIS IS UNACCEPTABLE. 

Jessica S. 

on BBB

8 years ago

Terrible company. They don't do anything to protect you against fraud and they won't let you cancel your membership online. When I call to cancel, they put me on hold for hours. I have tried 5 times and I have never gotten someone to answer. I had to cancel my card on file just so they would stop charging me. DO NOT DO BUSINESS WITH THEM!