Total Chaos and No Customer Support
While this long-time subscriber—almost 20 years—understands that the recent social security numbers hack has caused incredible pressure among Aura/Identity Guard customer care departments, the lack of responsiveness or available avenues for customers to obtain updated infomation is shocking. The app on both my iPhone and iPad are locked out for no particular reason. Access to the website homepage sends the person to the available plans for new subscribers. Login is nonexistent. Phone calls leave the caller on hold for hours (yes hours) and the call back option leads to no returned call. A subreddit post confirms the problems with Identity Guard are widespread and getting worse. You owe customers a refund and answers.Developer Response
Hi, we're sorry to hear that and we would love to take a look at the issue. Please reach out to our customer support team at 1-833-552-2123 or email us at app-support@aura.com.HORRIBLE - DON'T CHOOSE THIS SERVICE!
This has been the worst experience! Not only did LifeLock (who I no longer even have a membership with) alert me about my information being on the dark web before Identity Guard, I had to call Identity Guard and the representative couldn't even tell on her end that my information has been breached. Did I mention that I have the highest service plan for my family that they offer? It's been so bad that it's almost unbelievable. Days after my notification from LifeLock I finally got an email from Identity Guard. The email basically told me what I needed to do on my own. I have literally called them a dozen times in the past week and multiple times I left my information for a callback, per their auto instructions. Also tried holding and was disconnected after holding for over an hour. It is not horrible service - it's NO SERVICE!!!!!Developer Response
Hello, We understand this can be frustrating. We are working towards making this better. We had a breach reported to over 9.2 Billion people, this caused an overload of call volumes. We have updated our systems to ensure this doesn't happen again.Can’t change
I can not change my credit card info or update my credit card info on this application I guess you just like taking my money and give pore services in return I got this app to make things easier and simpler and not wasting time on using the browser, sharing my personal data on the internet with known and unknown third-parties sites and tech savvy hackers too.Developer Response
Sorry for the trouble you are experiencing with our app. For further assistance, please call us at +18335522123