LifeLock

I purchased Lifelock services specifically for the services they offered not to purchase internet security for my personal PC. I think the merger of these two companies has literally wrecked the Lifelock brand and the level of customer service you will receive based on my experiences over the last 3 months which have been unconscionable coming from a company that is left to be responsible for the security of your personal information and identity of millions of people.

Lots of things have changed in the web development part of their business and one things I don't like is, being on their web site you notice you really have to look hard within your account to contact customer support and you come to the realization you can't. There is no way after logging in within your account to send a message to Lifelock, you have to visit another web site, create and account and login again.

The option given to contact support leads you back to a phone call which I will get into later, Facebook and twitter which I find extremely unsettling that a company that is protecting us from fraud chooses to use social media to allow contact for support. Not all of us use facebook and or twitter Nor do I wish to be communicating with LifeLock on these platforms. And then you have the chat window which for me never opened up but would not be much different the chatting with some one on the phone. For the most part it leaves you feeling they are trying more to avoid you then actually opening up a way for you to communicate. Good developers always have a means of communication within the account holders login area, more personal which I would expect when talking sensitive information, not facebook or twitter.

So the reason I am leaving this information is to alert potential customers that you can sign up but you may experience much difficulty when it comes to getting help and a straight answer to your questions and when interacting with phone support you will be talking to people overt seas or who knows where and will in most cases have much difficulty understanding what they are saying and be left feeling that your information is not really secure, it leaves me feeling at unease.

So here it is and this is why I will not be using Lifelock services any longer, my experience as it unfolded over the last three months. So it started 3 months ago and I remind you I have been a Lifelock member for almost a decade and always was provided great customer service and always got an individual on the phone that was American and I could fully understand and I was left feeling confident that I was being provided a valuable service and my identity was being protected.

Now I call I get an individual that I struggle to understand, I have to ask them to repeat them self several times and in some rare cases I still am not sure what they said. I call to have issues resolved and they go through the action of doing so and insure me that all is correct and then a month later I get another email and text message telling me my subscription has expired. I called three times in the last three months because my account expired even though the individual on the phone assured me that the auto pay on my debit card was set active, it never happened.

So for three months now I get an email and text message stating my subscription has expired, we set up auto pay all three times yet after a month it continues to be expired and I have to waste valuable time sitting on hold to talk to someone that will put me right back in the same situation the following month. After three months of this I have given up all confidence in Lifelock to manage my account and personal information based on the incompetency of their support people they hire.

LifeLock needs professionals answering the phone not people that are located in a different location or country, people that can speak proper English clearly and so I don't have to listen to screaming children or pets barking in the background. Who are these people, where are they located and who in their right mind believes anyone would feel comfortable allowing them to access my personal account to assist me in any manner. This just = unconscionable to me and I would highly recommend not using Norton LifeLock services until they get better work ethics and clean up their operation when it comes to customer support.

LifeLock use to have a fantastic web site that was easy to navigate and looked very professional. Now we have this ugly 1990's looking web site which appears to work hard on not allowing you to communicate with LifeLock and looks like someone slapped it together in a few hours. It's one of the reasons I altogether stopped going to use the web site. My personal feeling is Symantec should have their own web site so the web site isn't so confusing. If I want internet security I will go look for it.

Last note when the LifeLock web pages were converted over to this Norton version not all information was carried over. My personal data like address and location were left empty and the state was Alabama which is totally wrong. It had removed most of my personal information and or entered it wrong. I also wanted to cancel my account and remove all my personal data off their web site today but I see no option allowing me to do so, kind of strange coming from a company that is suppose to protect you from your personal information being on the internet.

I will find services elsewhere at this point seeing they continuously keep making my account expire and the people I call on the phone never get it correct, I can't communicate with someone from corporate that I can understand and when I asked to talk to a supervisor they would not allow me but once and that person did not correct my issues. I had to call 4 times in one day to get a supervisor in most cases I was just left on hold forever and never got a supervisor.

We are about to cancel LifeLock and take our chances with another credit monitoring agency plus a credit freeze with Experian/Equifax/TransUnion. I mean what's the point? At least once a year, seemingly for no reason at all, LifeLock (the monitoring company) STOPS MONITORING our accounts. We never get notified of this disruption, and the only way to resume the service is to delete all the accounts and re-enter all account numbers manually again. This arduous task would seem like a minor nuisance if it weren't for a massive theft of our identity that took place 7 years ago, where our information was somehow hacked, and someone filed tax returns in our names. (Oh, by the way, that's when we found out that LifeLock does NOT protect you from this common scam, despite their assurance that they fastidiously monitor the "Dark Web for [our] personal information." Also, they do NOT help you resolve this with IRS.)

I know that I sound like just another frustrated customer (and I am... I mean, shouldn't I be?), but these guys should stop offering services that they cannot provide. You want to sell anti-virus software? Fine. Do that. But don't claim that you can deliver other services that you cannot. In our case, the account monitoring stopped three weeks ago (!).

For the last week I've been crawling out of my skin in attempts to at least talk to someone (anyone) within or outside their Philippines service center, who would understand the seriousness of the problem AND perhaps be able to fix the issue. The best I got so far is a solemn promise that someone will call me back regarding this. I've been waiting for almost a week for this phone call. I can't imagine how it will go. Let's see... I get a phone call from an unknown number, where an unknown person will identify him/her/it/zer-self as a "LifeLock representative" and "in order to establish [my] correct identity" will ask me for... what exactly? My name and social? Date of birth? Address? Mother's maiden name? Have you guys gone completely insane or just generally stupid and severely incompetent?