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Page 1 Reviews 0 - 5
FrancesWinnsboro, LA
Verified purchase
Customer ServiceStaff
Reviewed May 18, 2024
I had some problems with credit cards. I called in to talk to them and it was recommended that I bump up to have more protection. The rep was super nice, patient and explanatory, knew what he was talking about. I'm pleased. There was an AT&T problem with their records getting hacked recently and I was one of the ones who got hacked. They were offering me Experian. I called to talk to someone to see if I needed both and they said no. If I had Identity Guard, I wouldn't need to buy the others.
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Response from Identity Guard
We're sorry to hear that you were impacted as part of the AT&T Breach. We appreciate that you chose Identity Guard to both help resolve your issues and be on the pulse of any future concerns. Please rest assured that if you encounter any further problems, our dedicated White Glove Specialists are here to provide you with expert assistance and support. Your peace of mind is our top priority.
If you have any further concerns, please contact Aura at 833-552-2123. We are available 24 hours a day.
Thank you for providing us with the opportunity to help protect your identity.
KristineShelby, OH
Verified purchase
PriceStaff
Reviewed Jan. 9, 2024
I was hacked and the hacker got my social security number as well as my credit card number. They charged $5,000 on a credit card to Nordstrom that I don't even have, which was why I got Identity Guard. I went over some things with the rep and got the service set up. It makes me mad that I have to pay for it because of the whole situation. But it’s fine. I have to pay to protect my information. I did nothing wrong so it aggravates me but it is what it is. I'm thankful that there are people out there that can help me. So, I'm good with it. I got an email from something and I called Identity Guard and everything seems to be fine. They’re watching everything. So that's all I need.
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Response from Identity Guard
Hello, Kristine. We're very sorry to hear that you had such a frustrating identity theft experience. We appreciate that you chose Identity Guard to both help resolve your issues and be on the pulse of any future concerns. Please rest assured that if you encounter any further problems, our dedicated White Glove Specialists are here to provide you with expert assistance and support. Your peace of mind is our top priority.
If you have any further concerns, please contact Aura at 833-552-2123. We are available 24 hours a day.
Thank you for providing us with the opportunity to help protect your identity.
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CarolSugar Hill, GA
Verified purchase
Customer ServicePunctuality & SpeedStaff
Reviewed Jan. 9, 2024
I had inadvertently put my information out to an individual who was not a relative whom I thought I was speaking with through texting. So, I looked Identity Guard up. I've been with them for a year now and I get monthly reports on whether or not any of my identity or any of my information is on the dark web. I contacted Identity Guard and let them know that I had taken care of all this from my end of it and they didn't have to do anything else after that. I spoke to one of the agents and he knew exactly where it was and when it was opened up. He had all the appropriate information. He couldn't tell the name of the store but that was a given. I had no idea that it was a "credit card" and not a rewards card. They notified me about it so quickly and it was peace of mind, more than anything.
The service provided by Identity Guard costs only 240 a year. They contact me six months before my membership expires and if I want to stay with them, all I have to do is give them a 30-day notice. This is my second year with them. I am not computer-savvy but there’s a phone number that I could call and a live person on the other end. The reps were very personable.
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Response from Identity Guard
Hi, Carol! We are so sorry to hear about the deceitful hacker you were interacting with. What a challenging situation to find yourself in. Thank you for sharing your story and letting us know that you are experiencing peace of mind now!
Thank you for entrusting Identity Guard with your personal information. Your security is our top priority. Should you encounter any further issues or have any concerns, please don’t hesitate to reach out to us at 1-855-443-7748. Thank you for providing us with the opportunity to help protect your identity.
AThe Villages, FL
Verified purchase
Customer ServiceStaff
Reviewed Dec. 8, 2023
Somebody compromised my credit card and my checking account. This transport company was hacked. The one check that I got back from the bank was the perfect match. And I knew it that night when I got the report that my checking account had a zero balance. So, I looked at it and looked at the check, called the bank and had them put a hold on all my accounts. I went to the bank and we sorted it out. They gave me my money back. So, Identity Guard didn't get involved.
The only thing that bothered me was when I found this issue out, I went to the local police and they said, "The bank and the credit card company made you whole, so there's no issue." When I got the letter from this transport company that they had been hacked and this is how everything happened, that was four months later. The bank said, "That case is already closed." And the police said, "It's not in our jurisdiction." So, everybody let it go. Everybody washed their hands of it. And whoever did it is still probably doing it.
In order to do stuff on my credit card, they changed my address and a bunch of things, and Chase was very reluctant to help me get it fixed. I went to Identity Guard and they told me what I had to do. Chase kept back and said, "No, no, no." And I said, "I'm gonna sue you because you gave him the information that he shouldn't have." They helped the hacker because you can get passwords fixed any time, but you gotta know the login ID. Because they had all my personal information, the person gave my login ID.
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NathalieAlexandria, VA
Verified purchase
Customer Service
Reviewed Nov. 18, 2023
It's been going well with Identity Guard. I have the plan that monitors my credit reports and I receive emails about my credit reports. I talked to customer service when I had to renew my subscription and it went well. I've seen some of those type of service on the market that are relatively lower compared to what I currently pay with Identity Guard but overall, I'm satisfied with the product.
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michaelSan Rafael, CA
Customer ServicePunctuality & SpeedStaff
Reviewed Aug. 9, 2024
I had a credit card issue and called the number on the website. I explained the issue to the person and was advised I would need number and that I would I kindly wait for an AD to run - a waste of time but I wanted resolution. Next came a query for certain information related to my account ignorer to get the necessary number. Unknown to me and never mentioned was that I was providing data for a ID Guard account. A charge came through on my account a couple of days later. I called the ID Guard number and the person refused to cancel going on and on about it is introductory only and I should wait. Finally I was told I would be sent an email telling me the process of cancelling. Never arrived. This is an unbelievable frustration. Falls under the heading of SCAM. Still trying to cancel.
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KarenSaint Louis, MO
Verified purchase
Customer Service
Reviewed June 1, 2024
Lately, our experience with them has not been so good. My husband passed away, so we had to put him on my heritage account and I've had trouble accessing it. I can't get in. I've called and they were gonna have somebody call me back but I have not heard back. I've never had an issue with them before, so I hate to ding them on it. But it is troubling to me and I've been a little frustrated with that. But they do a good job and they send notices.
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Response from Identity Guard
We extend our deepest sympathies for your loss. We sincerely apologize for the difficulties you've faced. A member of our team will contact you shortly to address these issues directly. If you prefer to reach out to us, please call 800-910-6548. Rest assured, your security is our utmost priority. Should you encounter any further challenges or have additional concerns, please do not hesitate to contact us. Thank you for allowing us the opportunity to safeguard your identity.
SherryYork Springs, PA
Verified purchase
Staff
Reviewed May 16, 2024
Identity Guard's reps were professional and capable. I've always been happy with how they handle things and I'm happy with the value for the service.
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Response from Identity Guard
Hi Sherry! Thank you for taking time to let us know you are pleased with Identity Guard! We know that identity theft is a stressful event and we appreciate that you chose Identity Guard to help with any future concerns. If you encounter any issues, our dedicated White Glove Specialists are here to provide you with expert assistance and support. Your peace of mind is our top priority!
RichardSunnyvale, CA
Price
Reviewed May 6, 2024
Purchased plan for 12 months, then cancelled prior to renewal. Never notified of anything whatsoever except charge for renewal. Apparently cancellation never recorded at ID, hence company charged me for another year. Refused to refund next year's payment.
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Response from Identity Guard
Hello, Richard. We are sorry to hear that you had billing difficulties with your membership. To clarify, renewal notices are sent to customers at least 30 days prior to the renewal date so that customers can make the decision to keep or cancel the service. It does appear that you opened that notice.
Cancellation may be performed through the member console or by calling our Customer Service team. We always send a cancel confirmation email at that time, for your records, as was disclosed by the agent you spoke with.
Accounts canceled remain opened until the end of the billing cycle so that customers may use all the benefits they have paid for, as the 60 day money back guarantee is for the initial 60 days after purchase, not each annual renewal.
If you have any other concerns, please contact Aura at 833-552-2123. We are available 24 hours a day.
Thank you for providing us with the opportunity to help protect your identity.
LidongHoboken, NJ
Verified purchase
Online & AppStaff
Reviewed Dec. 23, 2023
They're pretty good. I've been to their website and it's pretty good too.
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Response from Identity Guard
Hi Lidong! We are pleased that you chose Identity Guard for your security needs and are happy to hear that the product has met your expectations. We genuinely appreciate your feedback. Your satisfaction is very important to us.
