Identity Guard®Reviews 

Website is definitely questionable. It says that the BBB rating for Norton Lifelock is F but bbb.org shows the rating as A+.

Signed up for $30 and was auto-renewed a year later for $100. Called the day after this billed and the rep refused to cancel. She claimed they sent an email alerting me to renew (though I see none in my inbox). WORSE YET, I tried to cancel on their site and the link doesn't work. They also don't respond to cancellation emails. You have to call them.

Several of the above items violate Georgia’s Online Automatic Renewal Transparency Act. I'll dispute this with my credit card and contact the GA Attorney General to complain.

Consider whether you want to give your SS# and other sensitive info to a company that treats their customers so poorly.

After several years of total contentment with this company, I decided this week to cancel my subscription. Here are my reasons.

1. Until the past month, I have never had any issues getting through to an agent. Recently, and on several occasions, I have either had to wait for an hour or more or had my call cut off. Because I was calling about an alert, I found this absence of support untenable.

2. For reasons that I cannot understand, I have had irregular problems logging in. Because I cannot talk with an agent, I am unable to learn whether this is something to worry about or not.

3. I received two alerts today via email but saw no evidence of any alerts on our account page. How can one know if these email alerts are legitimate if they cannot be verified on the account page?

4. It is not possible to know what Identity Guard is monitoring for members on an account via the owner account page. Are they monitoring emails? Names? SSNs? No idea. And what if the customer wanted to change the information for the company to monitor? As far as I can tell, the customer cannot do that.

5. I canceled my automatic subscription renewal and then lost all family members from my account.

I have had Identity Guard for several years and thought they were doing their job. I am now paying $30.98 with their last increase. Luckily I have a Capital One credit card who provides a free monitoring service, CreditWise. CreditWise notified me on 4/11/24 that my SSN was compromised on the dark web on 4/6/24. It is now 4/22/24 and I just found out about it because I was out of the country until today. I instantly called Identity Guard to find out why they never caught it! Identity Guard charged me $30.98 on 4/14/24. I called to cancel Identity Guard today because they are doing me NO GOOD if they allow the dark web to compromise me and never find a problem. I wanted my money refunded for this month at least after what happened. I waited for 22 minutes for someone to answer the phone and explained what happened and that I wanted to cancel. The person told me that they cannot refund any money so I asked to speak to a supervisor, then they put me on hold again for another 1/2 hour! No supervisor came to the phone. The person came back and said they will have a supervisor call me when one is available. That was at 1:19 pm. It is now 5:19 pm and still no call back from a supervisor! I feel foolish that I trusted this company for so many years.

We are in our 2nd year with this service. Our 1st year we had no issues. This year, I switched jobs & phone numbers. When I try to log into account, it sends a verification code to my old cell number. I'm logging in to update the number. So I call the customer service number. The rep I speak with says no problem, asks me what my new number is and says it's updated. He asked for no verification of who I was...just gave him a name and asked to change number. Thankfully, it didn't work and I still don't have access. So I email customer service explaining my issue. It's been 5 days with no response. Essentially, for the $300 I paid Aura, I'm receiving the same level of protection as I get from my trash can as that feels like where I sent my money at the moment.

Aura - please respond...

Very Expensive service and my credit and bank accounts were deleted form monitoring without my knowledge. I have subscribed to this service for two years. My initial review included information that the app was lacking in features and convenience, but I was willing to give it a try. I added all my credit and bank accounts in the app and saw they were being monitored for the first year. I thought it was expensive but was naive to think that more expensive = better protection. Totally untrue. I recently tried logged into the app and found that the app is no longer available and when I logged in to the desktop version, I discovered all my accounts had been deleted from monitoring. I have no idea how long this has been the case but it is clear none of my accounts have been being monitored for whatever time period... the price of more than $300 per year. It is ridiculous this service is touted as a top choice for identity monitoring on the search engines. All this means is that advertising and sales are more important than truth. Please, if you read this.. for your own sake, choose another service and don't waste your hard-earned money on Identity Guard. You could do a better job monitoring your own credit and identity through he credit bureaus for free.

This seems like a scam. Ironically, this is supposed to be identity protection but it feels like I'm getting robbed. I was auto-renewed $320 for an annual service but never signed up for auto renew. As soon as I was charged, I immediately called to cancel, only to be told that I would have to wait an entire year. I asked for a supervisor, waited for 20 minutes, but of course no one was available. I would avoid Aura and opt for a different provider. This is a low quality identity and online monitoring provider. The customer service is just as bad. Stay away.

This is a huge hassle and I cannot recommend the service I had some fraud and I went on their website to lock my Experian credit file that’s fine when you go to unlock it it doesn’t really unlock it you can’t call Experian so this company will just run you around. There’s software will freeze your credit but it won’t unfreeze it. It’s some other step and it doesn’t say that on the website. Also if you ask for reviews on this company you’re gonna notice that Google is just stocked with all these review websites that they’ve paid which is all fake and they spent a ton of money on PR so there’s news articles that are fake to like on US news and world report that I’ll give them five stars don’t give them your money. Their customer service is terrible as well.

I purchased a yearly plan from identity guard last year on an auto-renew platform. My account was charged again at the time of renewal but no warning was given of the upcoming charge. When I contacted them less than a week later (when I noticed the charge on my bank account), they agreed to cancel. I clearly requested reimbursement and was told my cancellation would process. I waited a few weeks and realized later that the cancellation was for next years charge. I called them again and was then told that not only would they not refund me, but they have no policy for even pro-rating to the current date. This is an incredibly suspect business practice and I will never deal with this company again. If they are going to deny refunds (despite a 60 day money back guarantee), they should at least send out an email or text notification of the upcoming charge to allow changes to be made. I can’t help but think they make all their money on contract loopholes like this. Despicable.

Bibi was terrific

I was in good hands today with Bibi guiding me through the process of trying to contact retailers and credit companies where someone may have tried to use my information to open up accounts. I appreciated her patience, understanding, and kindness throughout this process. She is very good at her job and very knowledgeable about the process. I now realize the value of this service after having this interaction with Bibi.

Representative Bibi was professional, thorough, and efficient in her communications. She answered all of my questions and was very supportive. Her sense of humor was an appreciated additional bonus!

I've been with Identity Guard for three years With Lots of Praise to Offer and No Complaints!

1.) Identity Guard, while not a huge company, is an honest, legitimately run business (as best I can tell).
2.) Whenever my identity has been verified/accessed, whether legally or otherwise, Identity Guard has always called and emailed me in less than an hour (usually within minutes).
3.) Whenever my information was involved in a data leak, Identity Guard let me know, often several days to several weeks before the company contacted me regarding the breach.
4.) When I have reached out to Identity Guard via phone for clarification or assistance, whether for identity or account-related concerns, they have always been courteous and resourceful.

I recently called on Wednesday, July, 19th, 2023 to find out more about Aura's Protection and what they offer. I will not name names, but needless to say I received a call back and spoke to a gentleman. The gentleman was briefly stated what brought me to call Aura and the need to get protected.... Ok this first part was eh could of been worded better, cause like most people we seek to avoid identity theft, but I was a victim of it.

The Agent when confronted about reviews on this site Trustpilot and others about being negative and some positive he immediately sprung into sales mode and said we have the best ratings on numerous sites.

I began mentioning sites to him along with this being one of them and he went on claiming not everyone's comments were accurate and that in fact Aura has a 4.7 rating... What truly frustrated me was the perpetuated lies he kept pedaling like reviews, ratings, and pressing me for the other companies that offer Identity Theft Protection, basically he wanted the names of others I was looking into.

First off Aura and any other competitor does not need any other businesses information and as to what other Companies I am looking into. I wanted to hear about Aura and what is offered not give me the names over and over again.

After the several attempts I told the Agent have a nice day and hung up. I barely had the chance to hear what Aura really offers, but again Aura can thank the Agent for fishing for other Companies from me. Allow the consumer to choose and make the wise decision.

To sit truly sit there and continue to ask for these Companies names to compare to, allow me to compare, I don't need your Agent to tell me over the phone what is offered and what isn't. I told the Agent several times I want to hear more about what your business offers. And of course he attempted to sneak again by saying what other business again did you look into....

Very unprofessional to badger someone for information. I definitely won't be using a Company like this as I couldn't even get a straight answer without him asking for what other Companies I was looking into!

Listened attentively.
Extremely knowledgeable.
Follow through to completion.
Great customer service……Excellent!!

I had contacted Aura Identity Protection customer service referrence a charge to my account. I was sent an email that I would be receiving a refund within 3 to 5 business days. After 30 days, dozen of emails with no response and a complaint to the BBB, still haven't receiv3d refund or even a response. The poorest customer service I've expeirenced.

Please let me know what additional information you need. I can send you the email I received from Aura with the promise to refund my money.

Just sign up for Identity Guard to keep an eye on my family sensitive identity info. They have not trial time and after signing up and made the first monthly payment, I found out the platform to be complicate to use, I could not add my child (the link appear clear gray, unavailable), when tried to click on the help link, toke me to different company "Aura" I called to cancel the 15 minutes old account and was told no refund. So, I lost my money on a product I had to pay for in advance before actually be able to see if it will fit my needs.

Charge for service they did not provide.
All Figures have been rounded. Refuse to refund.
Paid in full $159 for individual account 8 months ago. Last week upgraded to the family plan, ($179) a difference of 20.00. Was charged $50.00. Spent hours on the phone talking with several people (email also) trying to find out how $20 could turn into $50.00. The main answer I heard over and over was TAXES. $30 in taxes on a $20 charge? Got a different answer this morning. They want to back charge the full $179 for the ENTIRE year even though they did not cover the family for the past 8 months. You only provided service for 1 individual for 8 months. Now canceling this company. Actually had 1 CSR talking while doing math: 179 - 159 = 50. Is that new math?

Signed up this morning. 1 hr later I am canceling. Very difficult website to navigate. Help button closes window and logs you out.

Was told if I want to monitor other 2 credit bureaus I have to call myself and speak to them directly. They do not offer reporting services on the other 2 agencies. NO ability to freeze or lock other services.

They were not willing to close account until I started arguing with them

My fraud alert issue involved 3 calls, one 6/4 and two today (6/6). On Sunday 6/4, no white glove help was available and I got preliminary info, some of which was wrong. This morning I called white glove, and the first person there said I didn’t have an issue, the alert was not significant. But she wasn’t very helpful in explaining. Then Bibi called me (based on the case number issued 6/4) and was extremely helpful in explaining the alert, and she called Citi for me to verify there were no attempts to open acct.s, etc. she also made other preventative suggestions, which were excellent. I had been thinking of leaving your company, but her assistance was invaluable.

Within 1 week of downloading Aura to my laptop, my laptop began to run Super Slow then my laptop got to where it was just showing a black screen and movable arrow smh. I took my laptop to Best Buy and paid over $200 to have Geek Squad fix my laptop. Best Buy informed me that Aura caused my laptop to begin malfunctioning and said they erased Aura from my laptop so that my laptop will continue working correctly. I figured I would keep Aura though for the ID protection but a hacker was still able to use some of my personal information to set up a Walmart account in my name. I still considered keeping Aura after all this because even if I get my ID stolen and lose money I should be reimbursed with the $1 million insurance policy. HOWEVER, Aura doesn’t even list all the exclusions and exceptions of the insurance policy on their website(suspicious sounding right). I contacted the insurance company that is supposed to have my insurance policy breakdown and they have yet to send me my insurance policy information. Aura is the most unprofessional business I have ever experienced as a customer.