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            ComplaintsforAllClear ID

            Identity Theft Protection
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            View Business profileBBB accredited business

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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              Topic:I have cancelled the service but I am still getting charged by AllClear ID.Detail:I have had adult identity protection and children identity protection service from AllClear ID since 2014.In July 2023, I called Allclear ID to cancel children identity protection service. I was told by their agent that the service was successfully cancelled. However I have been charged for it till now.On November 1st 2023, I called AllClear ID to cancel all the service, adult and children. I was told by their agent that the only way to do it was to go to my online profile and cancel my account. I did it and received an email from AllClear ID confirmed my cancellation.However I was charged again on November 21, 2023, on the receipt it indicated the charge was for adult and children identity services for the coming month - Nov 21 to Dec 21, 2023.I called Allclear IDs customer service on Nov 20, 2023, then I was told that their billing department doesnt know anything about the services being cancelled, I need to email the billing department to request payment cancel and refund.I found it very unreasonable and unacceptable that customers get charged for the service they have already cancelled just because the company doesnt inform their billing department the cancellation, and they dont tell customers that until customers call to find out they have to contact billing department themselves. This is not right. I request AllClear ID to make corrections.
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              An unauthoriz** automatic withdrawal was taken from my checking account in the amount of ****** for a yearly subscription. I've made it clear in the past that I like to call and pay my subscription with a representative and not to put or keep me on an automatic withdrawal system. I am very upset about this my account will go in the negative because of this and I ne** for them to refund my money back into my account asap. I also ne** them to erase my payment history so that this doesn't happen again. I would appreciate your help. I've tr I ** reaching out through them by phone and as suggest** through email but I have yet to hear from someone!

              Business response

              04/08/2022

              Dear *****,

               

              I apologize if the payment processing caught you by surprise. Our payment system auto charges from the card on file by default, however we can adjust the payment method to be invoice-based allowing you to pay with a card of your choice or with a bank draft within a certain time period. 

              Based on some of the other e-mails submitted, we did process your account cancellation and issued the appropriate refunds. We also confirmed no payment method exists on file. Should you require any further assistance, please do not hesitate to let us know.

               

              Warm regards,

              *******************

              Sr. Director of Operations

              AllClear ID

            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              I cancelled my monthly subscription to AllClear ID on October 25, 2021. On November 1, 2021, they still charged me for my subscription. I emailed their ****************** the same day. I didn't hear back. I called a few days later and was told to wait for 5 business days from when I emailed Billing. I waited until November 8, called them again and they said they opened a case to escalate it. I waited a few more days, called back a few days later to ask for an update and was told to wait for a couple more days. I then made another call on Nov 19 and they said they'd escalate it again (even though they told me they had already done that). I was also told i should hear back soon. I still have not heard back at all from anyone at the company.

              Customer response

              12/03/2021

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

              Regards,

              Evan ***
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Resolved
              AllClear ID charged my credit card $102 to renew my Adult Identity Protection on Oct.31, 2021. This is an automatic renewal of service for the previous year. My receipt number is 2038-6722. However, I have been told by ***************** during multiple phone calls, that I do not have an account and they cannot find a member ID number, and so I cannot setup an online profile to record and protect personal information such as credit card numbers, passports number. etc. I have also been told by ****** Services *************) that they cannot communicate with the billing department to confirm my payment. I have been told that a supervisor is not available, and the promised callback never comes.In addition to the multiple phone calls to ****** Services, I have also emailed the ****************** ************************************ to request a ****** ID, and assistance from a supervisor or senior investigator to setup the online profile which I paid for. As of today, I have not received a response to these emails dated 10/31/2021 and 11/4/2021.I have read that as a result of the acquisition by Experian, all client data was lost or eliminated. This seems to be the cause of this problem.In conclusion, I am asking assistance from the BBB. I paid for this protection service (receipt number is noted above). But, AllClear ID cannot identify my account, cannot provide a ****** ID, and will not provide any assistance in resolving this problem.

              Business response

              12/07/2021

              Dear *****,

               

              Thank you for your inquiry and your patience while we researched the situation. Your account is linked as a family plan with a few additional accounts (**** and ***). During a platform upgrade at the beginning of the year, your account was likely unable to be upgraded and monitoring services stopped. You should have received a notification about a failure to upgrade, but if you did not I apologize for the miscommunication.

              As a courtesy, I have gone ahead and refunded the $102 annual fees for you. If you wish to reenable services, I would suggest **** invite your e-mail address to restart the enrollment process. He can do this through the portal site (https://portal.allclearid.com).

               

              I am sorry for any inconvenience caused and if you need any further assistance, please let us know.

               

              Warm regards,

              *******************

              Sr. Director of Operations

              Customer response

              12/10/2021

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

              Regards,

              *************************
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              got computer hacked had to cancel all debit and credit cards and get new ones the debit card allcear id was using is no longer in service to **** us been trying for 2 months to let them know this have e-mailed ,tryed to call ,have even sent a letter no response I will not put my new debit card number on the internet I have given them my phone number to call me with no response the letter told them to cancel me since they won't talk to me no response please help me clear this up thank you ******************* There phone is ************** there address ******************************** there e-mail is **********************************

              Business response

              07/16/2021

              Dear ***,

              I show that your account was canceled with AllClear ID and that you have not been invoiced since April 12, 2021. Were there any other items that needed to be addressed?

              Warm Regards,

              *******************

              Sr. Director of Operations

              Customer response

              07/26/2021

              First I want to thank you for helping us to allclear  if you really cancelled the account then why are you still sending us a monthly summary and still monitoring our cancelled account          

              Business response

              07/27/2021

              Dear ***,

              My apologies. I see that you were cancelled from our Billing system (Stripe) but still active in our monitoring system for services. I have gone ahead and disconnected services so you should no longer receive any further communication from us.

              Regards,

              ***** ****

              AllClear ID

              Customer response

              07/29/2021

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

              Regards,

              *** ******
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              This business is incompetent and fraudulent. I signed on and paid 9.20 a month to this business since 2019 to monitor my identity, credit cards, medical numbers, passport number, bank account numbers, email, etc. I noticed when looking at my account March of 2021, that all the valuable information I took hours to type in when I first signed onto the service, was NOT being monitored. NONE of the credit or debits cards, none of my various bank accounts, no driver's license number, no passport, and no medical insurance numbers were being monitored. I called All Clear April 15th to find out why I was paying for this service and it was not being delivered. I was told by "*****" that All Clear merged with Experian databases and all this information was wiped out and I should have received an email telling me about this and I would have to go back in and retype all that valuable information. I explained that I never received ANY email or written correspondence from All Clear.

              Business response

              06/07/2021

              Dear *******,

               

              We apologize for the misunderstanding. Our wallet service previously did not monitor such things like medical ID records -- earlier this year we upgraded our backend platform to add monitoring functionality. This did require action on the user's part to input the monitored elements.

               

              We have refunded you from December of last year for a total of $52.40.

               

              If there is anything else we can do to help assist, please let us know.

               

              Regards,

              ***** ****

              *** ******** ** **********

              AllClear ID

              Customer response

              06/15/2021

              Mr. ****, *** ******** ** **********, AllClear ID,

              Thank you for the refund and the response.  Please know that your response about monitoring a medical ID was totally irrelevant, as you are fully aware.  Your apology would have been appropriate had you come right out and apologized for AllClear ID charging me for months for not monitoring any of the information that I personally put in (all credit cards, bank accounts, etc) and had you apologized for the multiple calls and emails that I sent to AllClear ID requesting this refund and a phone call from a supervisor, for which I never received.  I only received this refund and attention to my complaints, because I had to go so far as to file this complaint with BBB of Texas.  Thank you BBB of Texas!   I hope you take a serious look at what happened to me and correct your business practice.  I do not recommend doing business with AllClear ID.  

              Regards,

              ******* ********

              Business response

              06/22/2021

              Dear Ms. ******* ********,

              We take your feedback very seriously and appreciate your candid response. I'm sorry for any charges incurred while not having all elements being monitored. As we had gone through a systems upgrade, any personal information had to be reentered following the upgrade which occurred in late January. We sent an email in late December to notify our consumers of this change, but unfortunately it seems that you did not receive this communication. Our intention is to never charge for services unless they are provided properly.

               

              Again, if there is anything we can do to help assist in the future, please let us know.

               

              Kind regards,

              ***** ****

              *** ******** ** **********

              Customer response

              06/22/2021

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is about as good as it's going to get with this business.  

              Regards,

              ******* ********
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              I have an account with AllClear ID since many years - and I had my husband, ****** *******, added to it. On April 21, 2021, my husband received a credit alert, with the following details: Change: New Inquiry Company: US SM BUS ADMIN ODA Reported by: Experian We have tried multiple times to contact AllClear via phone - but we have been in the waiting queue forever, we were not connected to a personal representative. We would like to have this credit inquiry resolved ASAP. We (my husband) has not applied for a credit and he has not applied for a new credit card. Also, it seems that Experian has now taken over AllClear??? Is this correct? If yes, we have not been informed about this change. Also, the features on the "AllClear" website are not allowing to edit/change any personal information.

              Business response

              04/28/2021

              Dear *******

              Thank you for reaching out. I've requested one of our Fraud Investigators reach out to you at the contact number provided. They called and left a voicemail yesterday -- if you can please follow up with them, they can get you squared away.

              Regarding the Experian relationship with AllClear, they are providing the backend data feed for credit monitoring for our Identity Protection product. We are still an independent company and were not acquired by Experian.

              Regards,

              ***** **** *** ******** ** ********** ******** **

              Customer response

              04/29/2021

              Better Business Bureau:

              I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

              Regards,

              ****** **************
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              I have tried to cancel my All Clear ID account for 9 months. Every month I call and ask to be terminated from their services. I have tried to call and have been told I need to do this online. I keep being charged on my credit card. I was told I would get a refund. When transferred the last 2 months they disconnected me. This month I was told he cancelled my membership and the email said they cancelled my AAA free membership. I tried to call back but just get disconnected. Is Protect my ID and All clear the same? If so I still need to disconnect my All clear ID and quit charging my credit card. I really don't know where to go to get my refund! ****** ******

              Business response

              04/05/2021

              Dear ******,

               

              I requested that our top investigator reach out and assist you with your account status. Please let us know if there is anything else we can do to help.

               

              Regards,

              ***** ****

              *** ******** ** **********

               

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