Complaints

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  These people do not provide the services they claim. This is a scam under the guise of identity and software protection. They claim to be associated with Lifelock and similar to ******. However, they are just an app designed to take a monthly fee. You cannot put in claims for fraudulent charges or identity theft as they advertise. They claim to offer bank monitoring, but do not catch fraud charges. They simply take your personal information such as banking info and social security number. I caught a fraud charge myself and when I tried to notify them and make a claim, they just gave me excuses and different numbers to call. They take a monthly fee of $32 just to steal your personal information. They do not provide the services they advertise. They also make you call multiple 800 numbers to try to get information or help. When you call the numbers, they tell you your account doesn't exist. If you try to cancel online, they give you a cancelation confirmation, but the email states you cannot cancel online, which makes no sense. I got charged 2 months in a row at $32 for a total of about $64. They did not provide a service for this money. I also don't know how to get them out of my phone. They claim it was canceled and I have unsubscribed from the app, but they still have access to my phone. Please help.

  

  Business response

  02/12/2025

  Were sorry to hear that our service did not meet your expectations. At Aura, we are committed to providing exceptional service and take your concerns seriously.
  Wed like to clarify our services and address the issues you raised:
  Financial Transaction Monitoring: This feature does not block transactions directly. If a transaction exceeds the alert threshold and is processed, an alert is triggered. However, if the charge is blocked by your creditor before being processed, no alert is generated since no official transaction is posted.
  Cancellation Policy: Cancellations may be completed through the member console or by contacting our **************** team. Once an account is canceled, it remains active until the end of the billing cycle so that customers can continue to access the full benefits theyve paid for.
  We attempted to contact you to discuss your concerns but were unable to connect. Our records indicate you called on 2/10/2025 to request cancellation. Although you were enrolled in a monthly subscription, we will honor your immediate cancellation request and issue a refund of $64.80 to the card we have on file.
  Thank you for giving us the opportunity to clarify our features and refund policy. If you have any additional questions or need further assistance, please contact us at **************.

  Customer response

  02/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. They have agreed to issue a refund. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********* *******

• Initial Complaint

  01/30/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date of the charge for services I had no idea they were auto charging was 1/28/25. As soon as I saw the email notice and charge I called on 1/29/25 to request a refund. Apparently they are tricking people into this because I had no idea the account was even active. They already took a full year charge from me for 2024. I called to cancel again on the VERY next day and they said they would escalate the request. Today I received a notice they are not sending the refund. This is absolutely shameful and sickening. They are praying on individuals with re-occuring charges and then not offering refunds past the charged date. They are stealing my money. I do not need their services. I even tried to call back today and they said the same thing. Looking at this BBB history sounds like they are in the scamming business too. How can you rate them with this rating if they have all these complaints??? I HAVE NOT USED ***** SERVICES & THIS WASNT EVEN THE FIRST CHARGE!

  

  Business response

  01/31/2025

  Thank you for reaching out and sharing your concerns about the renewal process. While some of our products offer a money-back guarantee within a certain time frame from the enrollment date, please note that, per our Terms of Use (available on our website and customer console), renewal charges are non-refundable.
  
  To help customers manage their subscriptions, we send reminders before the renewal date so they have ample time to decide whether to continue or cancel their subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, allowing full access to all services during that period.
  
  Regarding your account, our records show that a renewal reminder was successfully delivered on December 29, 2024, and was opened on the same day.
  
  You called on January 29, 2025, to cancel your membership. However, since the cancellation request was made after the billing date, the account was set to cancel at the end of the term. The membership was fully canceled on January 30, 2025, after we received notice from your bank that they refunded the charge following your dispute.
  
  As the financial institution has already reversed the charge, no additional refund was issued.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.

  Customer response

  01/31/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first contacted this company before the charge was put fully thru my account. I haven't used this service in the past 6 months due to it not being compatible with my computer. Due to i work from my computer at home i can't have it messing up my settings. Ask for a refund and to make sure its cancelled. As you can see in the emails. By the time i got a response it was already thru my account and overdrafted my account. They denied giving me a refund and say they wont cancel it for a year. They are making me pay for and keep a service that i cannot use for a year.

  

  Business response

  01/10/2025

  Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
  
  To help customers manage their subscriptions, we send renewal reminders prior to the renewal date, providing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, ensuring full access to all services during that period.
  
  Despite your cancellation request being made after the renewal date, we remain committed to accommodating your request. A refund of $106.74 has been processed back to the card on file, in accordance with our policy.
  
  If you have any additional questions or need further assistance, please feel free to contact us at **************.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not accountable for the debt claimed by AURA *******. I have no contractual agreement with AURA *******, and they have not provided the original contract as requested.

  

  Business response

  12/24/2024

  We sincerely apologize for any billing issues youve encountered and for any discrepancies on your credit report. Our records show that we attempted to reach you on 12/23/24 and 12/24/24, but unfortunately, we were unable to connect. We did leave voicemail messages addressing your concerns, and a follow-up email was also sent.
  
  After reviewing your complaint, we believe there may have been some confusion. It appears you may have mistakenly contacted the wrong company. We are Aura LLC, a company that monitors your personal information, accounts, and online reputation to alert you to potential threats. We are not affiliated with Aura Financial.
  
  If you wish to address the matter related to your BBB complaint, please contact us directly at ************** (Case #*******). Alternatively, if its more convenient for you, you can reply to our email, provide a contact number, and let us know your preferred time, and we will reach out to you directly.
  
  Thank you for your understanding. We look forward to resolving this matter and assisting you further.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went on Aura's site to register for Credit Monitoring. I signed up for 2-Adults @ $20 00 + tax=$21.4 for the Monthly Payment plan. Aura charged my ****** account for the $21.40. Aura turned right around and charged my ****** account $196.88 for a Yearly Payment for 2 adults without my permission or conscent! Then when I called the CS person said that happens some time. Bur she beleive the CS person I spoke with made the charge! Either way I did not authorize the $196.88 yearly payment. Now, they tell me that I have to wait 5 to 15 days to get my Refund! This is totally unacceptable! I need my money Returned a little sooner than that!Very uncomfortable customer!I will be Cancelling ASAP!Bad for Business!***** *******

  

  Business response

  12/16/2024

  Thank you for reaching out and sharing your concerns. At Aura, we take all feedback seriously and are committed to ensuring a seamless and transparent experience for all our members. We sincerely apologize for any confusion or inconvenience this situation may have caused.

  Upon reviewing your account, we confirmed that a plan change was made on the same day as the enrollment date using the ****** Chrome browser on an Android device. This change automatically updated your subscription to an annual plan, resulting in the corresponding charge.

  We understand this may not have been your intention. To resolve this matter, we have processed a full refund for both the annual and monthly charges (totaling $218.28), and the account has been canceled to prevent any further billing. Additionally, on December 13, 2024, we attempted to contact you directly to discuss the matter but were unable to reach you.

  If you have any further questions or concerns, please dont hesitate to contact us at **************. We value your feedback and appreciate the opportunity to address this issue promptly.

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As far as I am concerned I cancelled my subscription to Aura. I sent an email that informed that I no longer wanted their service. They were happy to take my money on computer only but now they said I had to call them to cancel. I removed all their software from my computers and I thought that was enough. They are saying they aren't going to refund me even though I am no longer using their service. Since when does a company get paid for nothing. I am a senior citizen who is retired and I think this is a scam.

  

  Business response

  12/12/2024

  Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
  To help customers manage their subscriptions, we send renewal reminders before the renewal date, allowing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, providing full access to all services during that period.
  Regarding your account, our records indicate that a renewal reminder was delivered on October 9, 2024, and opened on the same day. Additionally, we have no record of any email cancellation request submitted by you prior to that date.
  You contacted us on December 9, 2024, to cancel your membership. Since the cancellation request was made after the billing date, the account was set to cancel at the end of the term. The membership was fully canceled on December 11, 2024, after we received notice from your bank that they refunded the charge following your dispute.
  As the financial institution has already reversed the charge, no additional refund was issued.
  If you have further questions or need additional assistance, please dont hesitate to reach out.
  If you have any additional questions or need further assistance, please dont hesitate to contact us at **************.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called in the day that my subscription was set to renew and was told they would not be able to cancel my subscription because I need to notify them one day before expiration. I find it interesting that although they send me spam emails all year, the critical information is sent by text and the renewal notification was never passed through the text notification.

  

  Business response

  12/12/2024

  Thank you for reaching out and sharing your concerns about the renewal process. While some of our products include a money-back guarantee within a specific time frame from the enrollment date, please note that renewal charges are non-refundable as outlined in our Terms of Use (available on our website and customer console).
  
  To help customers manage their subscriptions, we send renewal reminders prior to the renewal date, providing ample time to decide whether to continue or cancel the subscription. If an account is canceled after the renewal date, it remains active until the end of the billing cycle, ensuring full access to all services during that period.
  
  Despite your cancellation request being made after the renewal date, we remain committed to accommodating your request. A refund of $240.00 has been processed back to the card on file, in accordance with our policy.
  
  If you have any additional questions or need further assistance, please feel free to contact us at **************.
  

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a charge on my account on November 8, 2024 for the annual renewal. I immediately called (within the hour) to cancel my subscription. The employee on the phone said that my cancelation would go through since it renewed less than 2 hours prior and I would be refunded the full amount. I waited 2 weeks and the amount was never refunded. I called again on November 25, 2025 and was told that they don't do any refunds and that they sent an email 30 days prior to my renewal as a reminder (which I never received). This company's refund policy is beyond absurd. I can cancel an annual renewal of a streaming service and get partial or full refund during a yearly subscription but a "top-rated" cyber security company has a zero-refund policy even when the cancelation has occurred within hours of the transaction?

  Customer response

  12/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  11/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction date: 11-15-2024 Amount $194.27. Account ******************************-************** AND invoice #INV-IDGSUI-02205858.The company was supposed to have canceled my membership and promised not to charge for another annual membership fee. I had the same problem with them last year. I called to cancel and they told me I had to submit a request to cancel at least 30 days ahead of the end of the annual cycle. They would not let me cancel. Instead I had to the annual fee and keep a service I did not want. At that time, I was told I could request cancelation for the next annual renewal (*******) while on the phone with them. I DID request they CANCEL my membershop and was promised there would be no further charges to my credit card and services would stop. They did not keep their promise to me and once again, I am faced with services for an entire year that I not longer want or need simply because they refuse to cancel and refund my money. I was unable to get help on the phone. I sent an email to them reminding them that I canceled the service last year. The standard reply was that they will get back to me in 48 hours. They are extremely difficult to do business ******* bank is issuing a dispute and will do what they can to help. I am asking for your help to cancel the service once and for all and get a refund of the amount they have charged my credit card. Thank you

  

  Business response

  12/12/2024

  We apologize for any inconvenience you may have experienced and thank you for reaching out regarding your subscription renewal and refund request.
  
  To ensure our customers have ample time to manage their subscriptions, we send renewal notices at least 30 days prior to the renewal date to help you decide whether to continue or cancel the service.
  
  Upon reviewing your account, we found no record of a cancellation request last year. However, we have honored your request and issued a refund of $194.27 on 11/26/2024. We also attempted to contact you to notify you of the refund and address any additional concerns, followed by an email.
  
  If you have further questions or require additional assistance, please dont hesitate to call us at ************** and request to speak with a supervisor.

• Initial Complaint

  11/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made numerous attempts to contact Circle and Aura to cancel my subscription to Circle Parental Controls over the past few weeks. I cannot cancel in the app. The app directs me to contact customer service. The chat is automated and no one from the company has replied to my five separate emails. All I want is to have a human contact me and confirm that my subscription is cancelled and that my credit card will not be charged.

  Customer response

  11/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩