Verified Company
Absolutely horrible customer service. The outsourced off shore India based outfit providing their CS support should be fired immediately! Unintelligible, could not even follow the scripted responses which were not appropriate to my inquiry. Despite having two LifeLock accounts I've had identity theft leading to no less than five accounts opened in my name. Not one made the LifeLock alert. In fact I was advised by the creditors/banks with no previous warning nor catch from Norton LifeLock. The Customer Service agents are unable to understand basic English and could not pass me to a Supervisor, nor address my concerns on why the platform was not working nor how to get certain features running.
I am not a customer. I called them because I heard so many good things on the commercials I thought they were the best. The first person I got, told me an extremely high amount that it would cost a year. Then I asked her about the discounts on the commercial. She couldn't tell me what any of them were, except to say, there are many different discounts that they offer on the commercials. I asked her what the discounts were, she put me on hold, after a long hold, I received a man that I could barely understand. He didn't know why she transferred me. And he gave me a different amount per year than the first person. Also the first person had told me what the AARP discounted amount would be. The second person couldn't tell me that, he said I could get as much as 50% off, but didn't know how that would happen. He said the customer representative figured that out. I said, "Aren't you the customer representative." Then he started making no sense. I told him I'm calling LifeLock and trusting them with my information, and you're telling me something different than the first girl, and the first girl transfers me and doesn't even inform you what you transferring me about, and then you don't know about the AARP discount and the first girl does? How am I to trust LifeLock when they can't even answer questions correctly. Aren't they supposed to be the expert here, and know what you're doing. He then referred me to the website. I said I'm talking to you why do I need a website. I was so frustrated, that I just told him I have no trust in LifeLock at all anymore. And I think I'm going somewhere else. He just said okay sure. And that's how the conversation ended.
They have commercials that say if somebody hacked your bank account or somebody hacked retirement account drains it out.... "We're going to reimburse your money." That is a complete lie.... once somebody gets into your bank account and hacks it and you can't prove fraud, I mean for sure fraud.... If you went along with the fraud for any reason and gave them access to your account you're done.... your money's gone, LifeLock is not going to and can do nothing to get your money back they not going to reimburse you anything... once somebody gets into your retirement account or bank account, and drains it out, that's on you.... and nobody going to reimburse your money. Their commercials are complete lies... buyer beware.
My experience is that Lifelock basically reports that your data has been found on the dark web. If you are online, your information is on the dark web so there you go, no need to pay Lifelock for that information. Lifelock reported that my name appeared as the owner of a property in another state. That's all they reported, no details. The county clerk for the address listed found nothing. When I tried to contact Lifelock for an explanation to see if it is something I should be concerned about I waited on hold hearing repeatedly "Someone will be with you shortly" for 58 minutes before I hung up. No option to be called back, no time estimates of how long the hold will be. I tried chatting and when I finally got past the useless bot, I was told I needed a code generated on the web page. Pressing the button to generate the code didn't work so no dice. The bottom line is, your information is out there. Set alerts and monitor your financial accounts and request your free credit reports and save the money you will waste on Lifelock.
I apparently got hacked, & my card was used for a 1 month charge on Norton LifeLock ($7.05). The why makes no sense. I can't deal with this until morning, due to my bank's CS hours. Norton also has no CS in early evening. VISA shows it was paid through Google. Google shows there was no transaction. My bank shows "pending".
I would say that Lifelock is not worth the money. My identity was stolen and several alerts were sent to me which were not mine. I tried to call to speak with someone and there was a language barrier on the phone and they had me so confused about other alerts in which I didn't even know about that I had to hang up from frustration before garnering any information that I set out to receive. The problem was that in the midst of the fraudulent alerts I had a legitimate inquiry. But none of the dates of the alerts on file coincided with my legitimate one. Don't rely on anyone else for a job that you can do better on your own.
My husband and I have had LifeLock for many years after my identity got stolen. I contacted them to see what they were going to do. They locked my account for whatever reason I don’t know was all paid in full. Wouldn’t talk to us. Wouldn’t help us. Basically wouldn’t do anything other than they wanted me to send them a copy of my drivers license and my Social Security card through the mail to them to unlock my account to this day. We don’t know why it was locked so we canceled and we’re just going to fight it on our own through **. They are a joke. They wouldn’t stand behind us. Somebody got us $17,000 for a PPE loan. Please don’t use them. Other ways are better and more effective to protect your credit.
I opened the case with LifeLock support because my wife's LifeLock account that's associated with my Norton 360 Plus ultimate family account no longer works. For an identity theft it says, "Enroll now." If you click that button says, "Your subscription cannot be found." My subscription's up to date. I filed a case on 9/26 and was told I would get a call from second level customer service within 48 hours. No phone call was received. I waited 96 hours and call back. They were told that they were working on it and they would call me when they finished. I waited another 48 hours called again this time and spoke to a supervisor and I was told they would definitely call me within 24 hours. Here I sit 30 hours later and no phone call. Apparently they don't have enough technical support people. There's no way that this problem should be last in this long. Getting pretty annoyed that I keep being told when they will call back and they never call. Customer service is terrible.
One the worst from 42.00 to 76.90 per with no warning. Will never recommend to no one. Life Lock used to be good till norkon got involved plain and simple total rip off. Never again with them. Other company out there better than life lock customer service. Doesn’t even want to hear your concern. They say whatever they want.
My accounts were hacked, and we came very close to being scammed out of substantial sums. I contacted Life Lock to notify them of the hacking to ensure they were vigilant in identifying any further hacks. I waited for 30 min to speak with a CS representative from a call center who had a difficult time understanding me. I was told that I should monitor my bank accounts and credit cards and advised that I should have the 3 major credit bureaus put a 1 yr. fraud alert on my account. We (my husband and I) pay over $600 a year for LifeLock... I filled out a survey after the call .. Gave 1 star (0 wasn't an option).. Thought someone would reach out to me- Never happened. What are we paying for?
I spent the past 2-hours trying to get LifeLock Ultimate. Finally gave up and am going somewhere else. I created my account with LifeLock. Tried to purchase the Ultimate package. My credit card was charged, but my account said no subscriptions purchased. LifeLock told me to call the credit card company, because my charge was denied. Called them, and was told the charge was authorized. Received the runaround from the India offices. Finally told to call them by telephone. To make a long story short...I had to call back my credit card company to get the NP number. Did so, called back, waited for 20 minutes, then hung-up. Went back into the "Chat" help and they told me someone will call me up in 5-15 minutes. A few minutes later I get a text telling me someone will call me in 48-hours. Tried to purchase the subscription again, no luck. Now I have two (2) credit card charges with no subscription. They told me both charges would be reversed within 48 hours. Told me to call a telephone number. Happened to be "new customer" telephone number. explained to them that I already had an account, and only need the purchase of the subscription. The guy on the telephone wants my personal information to create a new account. Told him I already have an account. He said I must create a new account. So I told him he can't help me, and I ended the call. Went back into "Chat" to tell them this is their last chance to get me a subscription or I'm taking my business somewhere else. "Chat" tells me that LifeLock is having a "gateway failure" and they cannot process any payments at this time. Called it quits...going somewhere else.
I have been a victim of ID theft at the time of Covid. My ID theft complaints have went unchecked, unchallenged and my attorney has been in contact as well as many staff members. We demand a settlement offer and demand help clean up online negative profiles and false criminal records in particular from VA Medica Center in New Orleans. I expect a refund and legal help.
I write this review after being suddenly chat-ended and hung up on by two different customer service agents about a simple question: why is my account still active in app when I have canceled my subscription. I have been on hold for a supervisor 50 minutes and counting. This is not an unfamiliar experience with them, which is why I canceled (that and Lifelock being twice the price of competitor with much better data security practices). For a company that’s supposed to be about securing my data, it shouldn’t be a surprise that I am not excited about this canceled account remaining live. Anyway, clearly, the poor customer service on the frontlines is a reflection of attitude toward customers at the top. But supervisors wouldn’t have so many phone calls (or be so afraid to take phone calls) if their front line representatives didn’t hang up when they came upon a question they didn’t have a canned response for. Imma just sit here and let you know if a supervisor ever picks up. One hour… hour and a half… two hours… proof pics attached, point made. Now I’ll hang up and start again.
I had a LifeLock Ultimate account and then signed up for a discounted rate through my company for LifeLock Elite (lower tier), which comes directly out of my paycheck. According to LifeLock's website my subscription was changed to the lower tier, as expected. I also received emails saying the higher tier (Ultimate) had expired in February. I discovered that I've continue to be automatically billed $34.99/month through Paypal since February when the changes were made. It's now August. I've been billed for a service I have not had access to since February. That's over $200. I called customer support and described my problem to someone sitting in a very noisy and unprofessional sounding room. Someone grunted or made a weird noise and the responsible person I was talking to had to put me on hold. These are people associated with the company protecting my identity?? I was then forwarded to "another group" and was on hold for at least 40 minutes before giving up. I was clearly sent to a call group where customer support calls requiring a refund go out to pasture. The hold music is also loud and annoying, even after turning your phone volume down - doesn't help matters. This has very much reduced and the product.
My elderly father made a LifeLock account with auto renewal sometime ago with a work email that no longer works. He has an account for him and my mom. She has tried calling to cancel and they refused. I tried calling as a POA, which I told them I could provide documentation for, but i was told no they can only talk to him. He can not hear and does not understand what he can hear. His memory is also not the greatest. I have all the personal info I should need to cancel these subscriptions that he does not need, but the agent helping refused. She wanted to send a code to the email that no longer works. She would not let me to speak to a supervisor. At this point we will have to stop payment on the card. Stay far away from LifeLock. It's disgusting that they would take advantage of the elderly.
I tried to change our LifeLook account to my name after my husband’s death. First, navigating the customer support maze to get to the right team requires a couple hours of your time. They could not change the account without documentation. I was told to submit death certificate and wait for a call from the team. I was locked out of the account and never received a call or email confirming receipt of documentation. Almost months later, I received a refund check for $ 15.00 in the mail, which apparently is the only response I am ever going to get from this company. It’s clear this company has no interest in my business and I am done with them. I gave them one star because 0 is not an option. I have signed up with another service and it was very easy. There are other options out there.
Sadly we can't give negative stars to truly illustrate how bad this company is. Lifelock seems good they offer a good service but it is just not possible to have such bad unresponsive unhelpful and sometime rude customer service. I have contacted Lifelock customer service on 7 occasions. All recent. Not one time have I gotten help or an answer, then I tried asking for a supervisor, each time I asked I was put on hold and then disconnected. Instead of renewing my subscription they left me no other choice but to cancel. Unreal!!!! Stay far far away, service this bad can only lead to your info being compromised.