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Complaint Details
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Initial Complaint
11/22/2023
- Complaint Type:
- Billing 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.Initial Complaint
03/31/2022
- Complaint Type:
- Billing 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
Initial Complaint
11/29/2021
- Complaint Type:
- Product Issues
- 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 ***
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.