Identity Guard® Reviews 4,479

I mainly was interested in password management and account monitoring. The monitoring is good, but the password management is lacking. There isn't a sort capability on the passwords and no lookup capability. If you're not sure of where you want to go, you are pretty much hosed. I used it for 3 months and cancelled. Unfortunately, they denied my request for a prorated refund of the 9 months remaing.

My experience was great because of the representative who helped me, and not because of the company they work for. My representative was empathetic and patient, while they did their best to understand how ridiculous my circumstances are. In the past, I've had poor experiences with this company. I wish there were more people like the representative who helped me yesterday.

The customer rep stayed with me until my situation was resolved. It was probably over an hour. She was apologetic for what was happening. Everything worked out in the end. She answered all my questions that I wanted to know.

I got a tip from them that a password of mine had been discovered being used on the dark web. I didn't know if it was fishing so I didn't want to press any links. I was- however- able to locate a phone number and I called it and got someone who helped me so much. He guided me until I felt comfortable pressing the link. It then after much security measures got me to a place that revealed what the passport the dark web had. It was a password I no longer use. So I am safe and I breathed a huge sigh of relief. The man who helped me gave me such peace of mind. There is nothing like peace of mind. Thank you, kind sir, and thank you Identity guard. You are worth the yearly fee I pay because you give me peace of mind in a very scary confusing internet world.

Olivia provided excellent help in resolving an identity and billing issue. She was very effective in her assistance and made sure we were seamlessly transferred to the correct department to complete the process.

CSR Edward was so thorough, amiable, thoughtful, and obliging of my recent Help inquiry for the Identity Guard Credit Monitoring Service! He answered all of my questions, was incredibly security conscious, immeasurably competent, very supportive, and simply downright pleasant in every way. I want to Thank the ID Guard Support service very much for their help today, their excellent credit monitoring services which I've had for many, many years, and for having wonderful CSRs like Edward to answer the bell when a customer calls! Keep up the great work! It's very much appreciated!

My subscription was acceptable until renewal when the cost increased by29% in one year. When I called I was given to same price until they switched me to the "Loyality Department". When I express my frustration I was told I could cancel. I then was given a new price that was a 60+ discount. Of course I took it but was frustrated what was necessary process. Then there automated process to change credit cards failed twice. When I express my frustration I was reminded that I could cancel. My frustration is justified. Their attitude is not. In three weeks I will cancel and go elsewhere.

I signed up with identity guard but later the account was switched to Aura without notice. I had signed up for family account and meticulously added my family members. I got no notices for a long time and when I logged back in i found the account had changed to Aura and my family members had been dropped but I was still being charged the family rate which is several hundred dollars more. I asked for a refund and the customer service will put you on hold for 5 minutes and then you are asked to log in again. They have no record of the conversation. Or they tell you they don't have authority to refund your money or to correct your account but will have a supervisor call you. But this never happens. I've called multiple times. Finally I told them I did not want to renew the account but becasue they would not give me a refund they said my account woudl stay active until the following June about 10 mos away. Today I got a notice about my credit report so I tired logging in and couldn't and tried resetting my password and couldn't and called and had a helpful woman who was about to fix everything she asked me to just hold for a moment. Then again after several minutes I was asked to enter my birthday for ID purposes and I got another customer service person who could not find anything from the person I had been on the phone with 10 minutes earlier. This new person was unhelpful and told me my account had been locked because I had cancelled the auto renew he said when you do that you no longer have access. So I cannot access my account even though I'm paid through June and they will not give me a refund nor will they give me access to the account for the period I have paid for....

Hi I wanted to say how great KHUSHBOO BHAGAT was on Feb 17 at Brightwater she was beyond helpful with the key location, fob , parking spot. Went out of her way to show me locations no attitude just very kind and helpful. She is great thank you! Niki with Sam McDadi Real Estate

Please think twice about employing AURA I was on hold for 15 min then another 45 min yesterday simply to sign up. The first question I asked the rep was “would I have to wait this long each time I called?” Without hesitation He said next time should be on a few minutes. I also asked if I would have to give them all my account numbers? I was prepared to have to do this however the second lie was no, we do it a bit different than other companies so you don’t have to worry about that.
This morning I and my wife received two alerts say Equifax had alerted them-AURA two AX accounts were opened. Both last four were not my cards. Now we froze all 3 reporting company’s 2 weeks ago and fraud alerts. Not only that but we have the maximum amount of AX cards so another could not be opened. Nothing on any credit reports showed anything. I called Equifax and they showed nothing. AX was called and nothing has been opened since my last card.
I called this morning to inquire with Aura and it’s 4hrs latter and still no phone call back. Don’t fall for the experiencing longer than wait time. Ya know the same canned message you get from everybody now. We will be requesting our money back if they ever respond. Choose another company to protect you. Can’t even find my membership number on the app.

Downloaded Aura on computer and phone. Phone disconnects from Sim Card now several times a day. Have to restart phone to restore service. Computer abruptly shuts down and restarts automatically, losing any work I'm in. Called Aura several times, Can't get through after more than hour hold times. Tried callback feature, nobody returns my call. Email gave me tech support trouble case number, and still no follow up a week later. Beware of this company, save yourself a lot of grief!

Have been trying to reach customer service for 6 days. One instance was 2 hours and 33 minutes on hold and finally hung up. Also tried to have a call back..its been 4 days. Still waiting. If this is what it takes to start service..can only imagine if there was a problem that required customer service help!

I have been a customer of theirs for several years, and there never used to be problems. This week, it took three attempts to reach someone in customer service to get my question answered. The first day, after waiting for a very lengthy period of time, I decided to press "1" to get a call back. It never came. The next day, I attempted to press "1" for the call back, and I could not even press the number. On my third attempt, I was able to once again press the "1" for a call back, and it actually happened several hours later.

Identity Guard locked me out of my account. After a decade as a customer they don't answer their phone, return my calls, or answer my emails. And I'm counting on them to protect my identity. Also constantly raising their price. Me thinks it is time to move on!! Oh wait, I can't get into my account to cancel. Nice scam!!!

I am updating my review. Apparently the leak was so enormous that every Identity site was overwhelmed. That didn’t account for my not being able to sign in, but when my review was read by Identity Guard, an agent called and resolved the issue by overriding the system. I was then given advice on how to protect myself above and beyond simply freezing my credit reports. All in all,the company was very sorry that I had had this issue and was ready to do anything to resolve it. I have re-upgraded them to 5 stars because of the service I received from them.
I received a notice from Aura (although I signed up for Identity Guard and had never heard of Aura) saying that my SSnumber was revealed on the dark web.
I tried to get into my account but was told that my password was not valid. I tried 4 separate times to get a new password link was told that wasn’t possible for some reason..no link,
I then tried to call their “24/7” hotlin.
I called,Waited 40 minutes, then chose to be called back…it is over 24 hours, and I still haven’t heard from them. After not hearing from them for 2 hours, I called back, held again for 35minutes and gave up,so
I tried the chat which was a total was of time.
I then sent an email to their customer service. So far,nothing.
Luckily, I had already frozen my 3 credit card reporting accounts, so I am not terribly worried, but I don’t understand the point of paying for a Credit Card Protection plan when you cannot reach the company after receiving a notice of a breach from them.
I also tried calling the sales division…that was an additional waste of time since no one bothered to answer.

When I recently saw a charge for $408 ($204 for my wife and myself) I tried to cancel the service. I also disputed the charge with my credit card company. I first tried to cancel online. The email said it would be cancelled NEXT YEAR. When trying to call the number to cancel by phone I always got a not able to complete as dialed message. I tried 2 different numbers. When I tried to call on their sign up line I finally got someone. However I had to speak with one of their SPECIALISTS. After a few connection changes I spoke with Lawrence. He said he would start the REFUND process. I just got told by my credit card company that the charges have been put back on my card. A card that was LOCKED.

I've yet to receive my $408 credit to my credit card.
I would also appreciate an email stating what was expressed in your reply. Thanks

Received a $204 refund today 08/01/24. Still waiting for the other $204 refund. Thanks

Called today, 08/12/24, to find out why they STILL HAVEN'T REFUNDED the remaining $204. They claim that they need PROOF that my credit card company has reversed the dispute and recharged my account the $204. I don't understand why my CC account was charged a second time after my account was closed and they had refunded the original charge. Originally I thought it was two separate charges but found out that it was a second charge for the same account after that account was closed. Now to get the refund "I" have to PROVE that my credit card company hasn't credited me for a dispute that Aura refused to accept. FOOL ME ONCE!

I got an email today 08/14/24 from Aura. Now they want a letter from my credit card company of a denial of refund. Since I haven't gotten the second refund, the credit card company can't give me a letter for something that they didn't get. I replied that there were TWO charges to my credit card for $204 (06/18 & 07/09) each for a total of $408. They have only refunded one of the charges for $204 on 8/30. It's simple math. I was charged $408 minus one refund for $204 which equals a remaining $204 to be refunded. Please STAY AWAY FROM THESE PEOPLE. THEY CAN'T EVEN ADD AND SUBTRACT.

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.