LifeLock Customer Service Issues

I recently submitted a detailed message about my customer service issues. I am pleased with the assistance provided by Leanna, who promptly addressed my concerns and verified my account. However, the automated system is not very helpful. It repeats information and fails to grasp the concept of live customer service, causing me anxiety. I suggest having more staff to handle calls effectively. On a side note, the music played during the wait is rather unpleasant.

Subject: Concerns with Lifelock Services Dear Lifelock Customer Service, In [redacted], my husband and I joined Lifelock after his social security number was stolen. Initially, we were content with the service provided. However, over the past two years, we have observed a significant decline in the quality of service. Specifically, we have encountered delays of 3-4 days in being notified about issues. For instance, in mid-May [redacted], we experienced an incident where we were not asked our security questions during a call with an associate, leaving us feeling unsettled during a function we were attending. Similarly, on 7/21/18, we faced issues with customer service representatives, including poor connections and unprofessional behavior. The alerts we received were also delayed, which compromised our trust in the system. We expect prompt and effective responses to these security concerns within 5 days. Your immediate attention to this matter is crucial. Sincerely, William and Mary K.

I signed up and made payment for a year subscription to LifeLock on August 17, [redacted]. Unfortunately, I have not received the welcome email and I am unable to access my account. Despite contacting the call center, I have not received any assistance. Instead, they tried to push more services on me without resolving my login issue. I have paid for the service, but I am currently locked out without the ability to add credit cards. The responses I receive only involve forwarding my issue to IT, but this has not resolved my problem in the last three attempts. Communication is also lacking as promised callbacks are not received. My wife is able to access her account linked to mine, but I cannot. The language barrier with the call center agents further complicates the situation. I may have to consider requesting a refund, but with the email trouble, I am unsure how to proceed.

I've been a loyal LifeLock customer for a long time. I've been struggling to reset my password, and my attempts to get help from customer service were in vain as I couldn't understand the representatives due to their broken English. Without proper assistance, I've decided to cancel my subscription, and my wife wants to do the same, today. It's frustrating that there seems to be no other way to seek help apart from contacting customer service, which is proving to be unhelpful due to language barriers. I need guidance on how to cancel our subscriptions without having to involve the bank.

Last week, I tried to contact you regarding an attempted hack on my iPhone. I was experiencing issues with other electronic devices and unfortunately fell victim. Despite my attempt to buy $[redacted] in iTunes cards, a vigilant pharmacist alerted me to the scam. I took action by informing the police and securing my devices. Although I am familiar with various scams, I wanted to notify you of the incident for record-keeping purposes. I understand that you do not typically handle phone or email scams, but I felt it was important to share this experience with you. Thank you for understanding.

I am facing a troubling situation here in the Dominican Republic. Despite paying for Lifelock for protection against theft, I recently discovered fraudulent activities in my bank account dating back two years totaling close to or even exceeding $[redacted]. This revelation was incredibly shocking. Additionally, being charged by Lifelock this month was a stark reminder of their failure to prevent these fraudulent transactions. I am frustrated that I am unable to log in due to being blocked by the very criminals Lifelock is supposed to safeguard me against. For two years, I have been a victim of continuous fraud while receiving assurances from Lifelock that all was well. This experience has made me lose faith in the effectiveness of their services, prompting me to terminate my subscription.

Dear Members, After more than a decade, we have chosen to cancel our LifeLock membership. We sought to switch to Norton360 Select prior to our upcoming renewal. However, we encountered a hurdle as we were informed that we have not yet been approved for the upgrade by Leo, a Supervisor in Manila. This has left us puzzled and disappointed, as we are being asked to pay $[redacted] for the old plan. We feel this treatment is unfair and akin to discrimination. Why must we be selected for a plan readily available on your website, in emails, and on TV? Is this how long-time loyalty is acknowledged? We are seeking clear clarification on why we are being deemed ineligible for the upgrade. The suggestion to cancel our current membership and start anew seems unjust. Without a satisfactory explanation, we may need to escalate this matter further. Awaiting your prompt response. Sincerely, Ira & Michael H. Prescott, AZ

Every few months, I receive notifications requiring me to reconnect my bank accounts with Lifelock. Since the start of this year, I have already received two. When I called today, I underwent a vague authentication process that did not involve my social security number or date of birth. When I questioned why this happens frequently, the representative couldn't provide a satisfactory answer. I requested to speak to a supervisor due to the lack of assistance, but was told none were available. I inquired about canceling my account, and the representative abruptly ended the call. I am frustrated with the constant need for reconnection when nothing has changed on my end. I find it concerning that Lifelock, servicing millions, doesn't have supervisors readily available. How can I cancel my account besides updating my credit card information to prevent further charges? I am unimpressed and disappointed with this experience.

I initially signed up for Lifelock when it was solely Lifelock. They used to cover protection for five devices, but back then, I had no personal devices, only used a work computer. After becoming Norton with Lifelock due to a merger, I now own a new Macbook Air. Unfortunately, there seems to be a disconnect as there isn't a unified platform for both services to recognize me. Norton now handles device protection, but they don't recognize Lifelock members. Despite Lifelock knowing me, they no longer offer device protection. Norton doesn't have my information, making it impossible to contact them. While they send emails to my work computer offering protection for it, there are no instructions for setting up new devices. As a Ph.D. holder, I'm finding it challenging to navigate between the two services that don't seem to cooperate. I purchased my plan from Lifelock, expecting them to fulfill their promise of device protection. I urge Lifelock to assist me in obtaining the protection and services I paid for, even if Norton is now in charge. Ultimately, Lifelock should ensure my needs are met as per our agreement promptly.

I renewed my Norton [redacted] subscription in February, a service I've had for years. However, when I tried to access my iPad recently, a prompt for Norton Lifelock appeared, which I clicked assuming it was related to my subscription. This resulted in a charge to my account for Lifelock, which I did not authorize. I only want Norton [redacted], which I already paid for and installed. As a senior citizen who primarily uses my computer, I kindly request a refund for the unauthorized Lifelock charge. Please process the refund promptly. Thank you for your assistance. - Wyn R. (Mrs)

My account was locked, and I submitted the appropriate Identity paperwork to LifeLock via priority mail with delivery confirmation on 27 April. Despite multiple calls, the document department has not unfrozen my account as promised. I urgently need to know the status of the documents I sent, which included my SSAN and state ID. If they cannot be located, I will have to report them as lost either by your staff or during postal delivery. Due to the current situation, I couldn't fax the documents. I need assistance in finding the missing paperwork or filing a lost mail claim with both my state and USPS. Additionally, I require swift resolution of my account issue as I am a victim of identity theft. Please contact me at [redacted]. Thank you. Initials: J.P. Adams.

I recently signed up for LifeLock with a start date of 4/1/20. I need assistance retrieving my account number, password, and email address associated with my account. It appears the account is linked to my email address [redacted] During the sign-up process, there was an issue with the last few details causing concern about my account being frozen. I want to ensure all my account information is accurate and up to date. The only missing details are two insurance policies, one of which is my car insurance. Is it crucial for those to be on file? When it's more feasible due to the current situation, I can send this additional information via mail, marked as confidential. Alternatively, please provide an email address for me to securely update my account details online. I value the protection of my private information and trust LifeLock to handle it effectively. I prefer minimal involvement to avoid any errors on my part. Kindly reach out via email to address any necessary corrections. My name is Nancy Dick, and my email is [redacted] Thank you.

I am contacting on behalf of Mary W., who has been charged twice monthly for Lifelock services in January, February, and March. We suspect this may have occurred earlier as well. Please refund the duplicated charges. Despite the bank previously stopping the withdrawals, they have reappeared. Kindly refund and cease all future transactions as she no longer desires the service. Mary has experienced unauthorized charges and was not notified, indicating a lack of alerts for incorrect transactions. She no longer wishes to utilize Lifelock. For any further assistance, feel free to contact me, John W., at [redacted]. Thank you.

Dear Lifelock, I have been a long-time subscriber and initially signed up due to Rush Limbaugh's recommendation. While I've always had positive experiences with your staff, I encountered significant frustrations yesterday when trying to renew my account. The representative I spoke with had difficulty communicating in English, and not remembering my verbal password added to the challenge. After multiple attempts, I requested an English-speaking agent but was informed that only someone from Ireland was available, which didn't happen. In a subsequent call, I faced similar language issues, got locked out of my account for a year, and was advised to send sensitive documents via mail, which I found concerning given security risks. Despite these hurdles, I reluctantly renewed my subscription, only to receive an email shortly after promoting additional services. I am disappointed and considering switching to a different provider unless improvements are made. I expect better language support, alternate verification methods, and stricter security protocols. I hope to have a more positive experience moving forward.

I am currently dealing with an identity theft problem and have been struggling to receive adequate assistance. The customer service I have encountered so far has been disappointing. I am weary of waiting on hold only to speak to representatives who are not knowledgeable about my case. I am seeking a direct phone line to speak to a competent individual whose contact information is listed on the company's website. I do not wish to provide personal information over the phone to verify my identity, especially when the call originates from an unknown number or a caller with a foreign accent. It is concerning to think that my information may not be secure if it is being handled by outsourced staff in other countries. I believe that human support is essential in resolving this issue effectively as automated systems and machines have proven ineffective. As a frustrated customer, I am considering seeking assistance elsewhere if this matter is not promptly addressed.

I have been a Lifelock customer for years and generally have had a good experience. However, recently I've been receiving emails saying my accounts couldn't be monitored, with instructions to take no action. This worries me as it impacts my security. When I called for assistance, I was told it was a system issue being addressed. Despite assurances, these emails keep coming, and I've been unable to reach Lifelock's customer service for several days. Long wait times and no response via email have left me frustrated and concerned about my financial safety. The ongoing pandemic can't excuse poor service from such a large company with countless customers. I'm considering switching to a competitor like Identity Theft due to the lack of effective communication from Lifelock. I'm disappointed with the current level of customer service and believe it's crucial for Lifelock to address these issues promptly. The option to speak with a real person without excessive delays is essential.

I recently learned about a potential government program from my cousin who received $50K for a housing grant. Trusting her, I contacted the program and provided my information online. I received a message indicating I was approved and was instructed to keep certain details for the money transfer, referred to as a winning ticket. I was told to show this to the money deliverer to receive the funds. However, I later found out that I needed to send money in order to receive a larger sum, following a specific ratio like $[redacted] for $20K. This process made me apprehensive, especially after a similar incident involving someone impersonating my preacher friend. I am unsure if this government setup is legitimate, although my cousin vouches for it. Feeling overwhelmed and unsure about protecting myself, I shared my driver's license details via photo messenger. When I tried contacting an agent, I was informed of long wait times and advised to call back later. I am seeking guidance on how to navigate this situation and prevent any further risks.

During my recent conversation with your offshore customer service, I was informed that the Privacy Monitor would not be automatically renewed and instead would be billed per use. However, I have noticed that it was actually renewed automatically. I kindly request to have the Privacy Monitor removed from my account and to receive a credit promptly. My experience with the Privacy Monitor was unsatisfactory as I was prompted to remove myself from Truth Finder and Private Eye, which I do not feel justifies the cost. Working with offshore customer service has been challenging compared to dealing with U.S.-based representatives. I may need to reconsider utilizing your monitoring service if this is the level of assistance I can expect. The recent interaction exemplified this issue, with the representatives seemingly eager to end the call quickly. This does not meet the standards I expect from Norton LifeLock. Furthermore, since Norton has taken over, I have noticed that only PCs benefit from certain services, neglecting Mac users, which is disappointing. After extensive efforts to cancel the Privacy Monitoring service, which proved futile, I finally found assistance from Raul and Alexander in the Philippines who facilitated the cancellation. The transition to Norton and the lack of compatibility with Macs, as well as the unavailability of the service I paid for, have been major letdowns.

I am seeking clarification regarding an email I received from [redacted] on behalf of Norton-Lifelock. The email confirms a successful renewal for a LifeLockTM subscription with Smart Gadget, Device Manager, and 20GB Cloud Backup, charging $[redacted].40 under "NLT" on my bank statement. I attempted to contact their billing number at 1-[redacted]5 for assistance but was only offered the option to cancel without further explanation. I am concerned if this renewal is a legitimate service from Norton-Lifelock or potentially fraudulent. Can someone clarify if my annual subscription cost has significantly increased from last year? Also, I am unsure about the features included in the subscription such as Smart Gadget and Device Manager. I kindly request to speak with a LifeLock representative to address these concerns promptly. Please reach out to me at your earliest convenience at [redacted]. Thank you. - Cheryl S.

I received an email claiming to be from Lifelock but suspect it is a scam. It states it is Norton charging US$[redacted].54 for renewing a subscription and asks for payment approval. The email provides details such as an order confirmation number, product name, invoice number, renewal charge, and contact information claiming a subscription will renew every two years. It includes a registered email address and payment method with an auto-debit setup. To verify the legitimacy of this email, I am considering contacting them at +1 [redacted] / +1 ([redacted])-[redacted] or canceling the subscription if needed.