"Buyers beware! Waste of money. They DO NOT monitor you."

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.

" As Much Protection As Your Waste Bin..."

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...

"IMO...Not worth the money. My monitored accounts were deleted without my knowledge"

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"

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…"

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.

"Avoid Identity Guard - Horrible renewal policy"

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.

"Help when I needed it most"

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 great!"

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!

"3-Year Customer - Lots of Praise / No Complaints!"

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"

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!