Complete ID

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Complete ID Logo

Complete ID

verified
Complete ID's services are for Costco members only

Complete ID, formerly known as Premium Identity Protection, is an identity theft protection company that was founded in 1996 and is based in Austin, Texas. Complete ID's goal is to "deliver complete peace of mind at the best possible price." While similar identity protection products will range between $19.99 to $29.99, Complete ID is offered for $8.99 for Executive Costco members and $13.99 for Costco Gold Star and Business members.

The company is partnered with Costco which is why it provides a discount for its identity theft protection services to Costco members. Complete ID also provides credit monitoring services that include all three main credit reporting bureaus. The company offers 12 different monitoring features, U.S.-based certified identity theft restoration, and up to $1 million in identity theft insurance. 

View Best Identity Theft Companies

The Good

  • Affordable Plans
  • Multiple Monitoring Services
  • Identity Theft Insurance
  • 24/7 Customer Service
  • Informative Online Education Center

Affordable Plans

Complete ID's identity protection plans start as low as $8.99 per month for Costco Executive members. For an additional $2.99, Executive Costco members can obtain child monitoring services. Gold Star members can obtain child monitoring services for $3.99 per month. Consumers who are not Costco members may take advantage of Complete ID's services for $19.99 to $29.99 per month. In comparison to other identity protection services, Complete ID does offer some of the most affordable identity theft protection coverage.

Monitoring Services

Complete ID offers a large number of monitoring services, including credit monitoring from all three major credit bureaus (Experian, Equifax, and TransUnion), financial account monitoring, criminal records monitoring, non-credit identity monitoring, dark web surveillance, payday loan monitoring, and social security number monitoring. If any suspicious activity is detected, the company will issue a fraud alert to the customer. Complete ID does offer a variety of other services included in its identity theft protection product. These include annual credit reports from all three credit bureaus, monthly VantageScore credit score updates (involving customers' monthly Equifax credit report), and 24/7 customer support.

Helpful Identity Theft Insurance

Complete ID provides customers with up to $1 million in identity theft insurance with no deductible. This policy covers and reimburses expenses if an identity theft situation, like a data breach or any other form of identity abuse, occurs. According to the Complete ID website, the company's identity theft insurance covers lost or stolen wages/income, attorney fees/legal fees, child care/elderly care, refiling loan expenses, and more. Complete ID also provides full-service identity restoration as well as lost wallet replacement assistance.  

24/7 Customer Service

Complete ID customers can receive U.S-based customer service help around-the-clock. For customers who find that they have fallen victim of identity theft, Complete ID offers direct communication with a designated identity theft restoration specialist. These restoration specialists often offer an immediate plan of action. They walk customers who have has their identities stolen through the entire restoration process which can include calls on the customer's behalf and the filing of report paperwork. Complete ID also provides customers with a full online list of potential steps they may have to take to recover from being an identity theft victim. According to the Complete ID website, the Complete ID restoration "specialists have limited power of attorney and can take action on your behalf."

Informative Online Education Center

For an identity theft protection company, Complete ID offers a good amount of online educational resources. Complete ID is very transparent on its website and has an entire education center section on its website dedicated to teaching people about identity theft. Some of the topics covered under the education center section include how thieves commit identity theft and identity fraud, how identity theft can affect a credit score, how people can protect their social security numbers, what to look out for when it comes to your credit report, how to spot fraudulent activity, and much more. Customers and non-customers can access Complete ID's online education center. 

The Bad

  • Lack of Services

Lack of Services

Complete ID does not provide a number of important identity theft protection services, including medical and tax identity recovery. It is unclear whether or not the company treats pre-existing identity theft conditions or provides anti-virus software. According to its website, Complete ID also does not provide credit card, checking, or savings account real-time alerts, data breach notifications, a service guarantee for lawyers and experts, or investment account activity real-time alerts. 

The Bottom Line

Complete ID offers a number of affordable identity protection services and several monitoring services including financial account monitoring, credit monitoring services for the major credit bureaus, as well as social security number monitoring, and up to $1 million in identity theft insurance. The company's identity theft insurance covers lost or stolen wages, legal fees, and more after a theft takes place. Additionally, Complete ID offers reliable identity restoration assistance which includes lost wallet replacement assistance. On the Complete ID website, both customers and non-customers can access the company's online education center to learn more about identity theft. 

Complete ID also provides a variety of fraud alert notifications if there is any hint of suspicious activity, an annual credit report from each of the main bureaus, and 24/7 live customer support. However, Complete ID fails to provide a number of important identity theft protection services. The company seems to have a lack of coverage for multiple types of identity theft and also does not appear to offer any anti-virus software. Customers who wish to enhance their device security must buy software themselves. If you are interested in identity protection services, it is recommended that you read Complete ID reviews and conduct thorough industry research to see if Complete ID is the right company to help you protect your identity. 

View Best Identity Theft Companies

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As part of our service, we attempt to partner with all the companies that we review, and may get compensated when you click or call them from our site; however, regardless of any current, past, or future financial arrangements, companies listed on Best Company cannot buy their position, nor do we manipulate or inflate a company's ranking for financial gain. A company’s ranking is based on and calculated by an objective set of ranking criteria, as well as user reviews. For more information on how we rank companies, click here.

All user reviews posted on Best Company are subject to screening and approval. We reserve the right to approve or deny any review posted to this site in accordance with our Review Guidelines. Best Company never suppresses user reviews—unless they are being investigated for authenticity, or if they violate our review guidelines. We encourage anyone who suspects a user review to be fraudulent or intentionally inaccurate to please notify us here.


User Reviews

Star Rating

3.5
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220 Reviews

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RALPH M CLARK
January 22nd, 2019 DETAILS
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Overall a positive experience. The Tech lady was very helpful although I had to call back to get the problem fully resolved

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Reply from Complete ID

Jan 23, 2019

Ralph, thanks for the positive feedback. Glad we were able to get the problem resolved. Sorry you had to call twice. We look forward to serving you more in the future. - Josh @ Complete ID

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Bidbear
January 22nd, 2019 Dewey-Humboldt, AZ DETAILS
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I have to reset my password each month I go in to review my account. I have done everything Tech Support has ask me to done and I still have the problem. It's now been over 6 months of dealing with this issue.

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Reply from Complete ID

Jan 23, 2019

Hi Bidbear, We are working on creating some new ways to login in order to make it easier for our members. In the meantime, will you please email [email protected] They will take a second look at your issue. Sincerely, Josh

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Laura Corradetti Phelan
January 22nd, 2019 Glenview, IL DETAILS
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The experience with the agent on the phone was fine. For this call I only had to wait 6.5 minutes on hold. When I previously called in late December, I as on hold a very long time and finally had to give up. That is not acceptable. And the reason I had to call was because I can never get into the site using the email that you send me. I click on the link in the email but it always tells me my password doesn't match and then I get locked out after several tries of what I know is my password. So I've had to change my password with you many times! This whole process of password issues and having to be on hold a long time takes away from the real issues I've had with fraud and identity theft. If I can't get online quickly or get you on the phone in a reasonable time, that is not acceptable. In addition, even though the agent started an investigation on saturday she said someone could not call me until Monday. I ended up calling Verizon myself on saturday to find out that someone had applied for a Verizon credit account in my name. I would have preferred that this service I pay for could have handled that. I hope this feedback is helpful. thank you

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Reply from Complete ID

Jan 23, 2019

Dear Laura, Thank you for your review. I apologize that you had to wait on hold and were having trouble logging in. We are working on bringing new login methods to the product later this year. We also have been experiencing longer than usual hold times which should be resolved by now. Thank you for subscribing to Complete ID and we look forward to improving your member experience. Sincerely, Josh w/ Complete ID

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Dave
January 22nd, 2019 Aurora, IL DETAILS
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The person who helped me was very nice but all she did was give me a phone number to call to resolve my issue so I felt like I didn't get what I'm paying for. It says on the dashboard that the person assisting me would contact the credit bureaus on my behalf or place a fraud alert or security freeze with the three bureaus. She told me that I had to do it myself. Don't advertise that you perform those tasks for the client if you're not going to follow through.

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Brad
January 22nd, 2019 Sacramento, CA DETAILS
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After signing up, site wouldn't let me login due to a "credit freeze" on my account. Had to call in. Gave up after being on hold for 20 minutes. Tried again, and the agent was unable to confirm identity. It was recommended I try back in a week. I asked if I would still be charged even though not being able to access the service. "Yes." So you can't give me access to the service, but you still want me to pay, and try again in a week? Asked to cancel right then and there. What a complete joke.

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Peter Cousins
January 22nd, 2019 San Juan Capistrano, CA

I find th sign up process somewhat counter intuitive, Difficult to navigate, as it keeps coming back to the same thing completed

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Ken Cave
January 18th, 2019 Oak Harbor, WA DETAILS
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Somehow I got "deleted" from Complete ID, but when I called them about the problem, I spoke to a real person and had the problem taken care of within minutes. No computer interruptions-no going through the hoops!! No waiting minutes to speak to someone. These folks know how to run a company and take care of their customers!

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Reply from Complete ID

Mar 11, 2019

Thank you for your feedback. I am glad our Customer Service Specialist was able to assist you completely. Hope you have a great day. -Rene'

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Bobby Sanders
January 17th, 2019 Tulsa, OK DETAILS
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After a notification that someone was trying to open a PayPal account in my name, Complete ID referred me to their fraud investigation organization. Everyone is handling this in a professional manner and fraud alerts have been added to my accounts. PayPal is also following up.

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Reply from Complete ID

Jan 17, 2019

Hi Bobby, Identity theft protection matters most when your identity is stolen. It makes us happy to hear that our team is helping with you case. Thank you for the positive feedback. Thanks, Josh, Complete ID

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Nancy
January 17th, 2019 Modesto, CA DETAILS
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I called THREE times and had long hold times each time—before I even spoke with anyone! The firs t two times I held almost 10 minutes. I couldn’t wait any longer, due to being at work, so I hung up without speaking with anyone. The third time I called I held almost 18 minutes. I did not hang up because having experienced identity theft I was afraid it was happening again. Having to hold more than a few minutes—before I could even talk to anyone—is unacceptable.

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Reply from Complete ID

Jan 17, 2019

Dear Nancy, we strive to answer the phone in less than 30 seconds and it is unacceptable that you had to wait so long. Due to a large spike in data breaches, our call centers became overwhelmed. We are in the process of hiring and training new reps so that you do not have to wait long periods of time before reaching a customer service rep. It looks like our call volume has decreased significantly and you should be able to reach our support line a lot quicker. We look forward to serving you in the future and thank you for your patience. Sincerely, Josh @ Complete ID

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Doris
January 17th, 2019 Ypsilanti, MI DETAILS
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I had to call a number of times before I was able to get a hold of someone. When I finally did, it was because i had stayed on the line for 34:25 minutes. I know exactly the amount of time, because I was very annoyed. Once they answered, the service was great

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Reply from Complete ID

Jan 17, 2019

Dear Doris, we apologize for the long hold times. I would be frustrated as well if I had to wait 34 minutes to connect with representative. We are in the process of hiring and training new support reps. The hold times have also dramatically decreased. You should be able to connect quickly now. Thank you for your patience and we look forward to serving you better in the future. Thanks, Josh @ Complete ID.

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Marsha Sansonetti
January 11th, 2019 Columbia, SC DETAILS
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Other than having to be on hold for over 30 minutes and listening to horrible harmonica jazz playing, it went very well.

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Reply from Complete ID

Jan 17, 2019

Dear Marsha, I apologize for the 30 minute hold times and horrible harmonica jazz. We are in the process of hiring and training new reps. Hold times have also decreased significantly. Thank you for your patience and we look forward to serving you more in the future. Thanks, Josh @ Complete ID

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Karen
January 10th, 2019 Hayward, CA DETAILS
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The customer service person that I spoke with was wonderful. However, I was on hold for 45 minutes before I even had a chance to speak with anyone. There's no other form of contacting Complete ID. They don't have an email address listed. 45 minutes on hold is disappointing.

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Reply from Complete ID

Jan 10, 2019

Dear Karen, We are sorry to hear that you waited on hold for 45 minutes. We strive to provide best-in-class support and we clearly missed the mark here. We are in the process of training new support reps so that we can dramatically improve the amount of time it takes for our agents to answer the phone. Unfortunately, because we require our agents to go through extensive training it isn't an instant turnaround from the time they are hired. Thank you for your feedback and patience and we look forward to better serving you in the future. Sincerely, Josh w/ Complete ID

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Bill Browning
January 10th, 2019 Roswell, GA DETAILS
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I tried to contact Complete ID on 3 separate occasions on January 8. I was on hold on each call. One call for 40 minutes. One call for 20 minutes. The last call for 10 minutes. I never spoke to anyone. I tried again on January 9 and that call was answered after 10 minutes. I called Costco Corporate and spoke to Tiffany on January 8. She did not seem too concerned about the service provided by Complete ID. I had to force the issue with her and filed a formal complaint that the customer service of Complete ID was very poor. She indicated that someone would contact me about the issue, as of this date no one has.

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Reply from Complete ID

Jan 10, 2019

Dear Bill, It is unacceptable that you have had to wait on hold for so long. We strive to provide best-in-class support and we clearly missed the mark here. We are in the process of training new support reps so that we can dramatically improve the amount of time it takes for our agents to answer the phone. However, because we require our new agents to go through extensive training, it isn't an instant turnaround from the time they are hired. Thank you for your feedback and patience and we look forward to better serving you in the future. If you still need assistance, please email our dedicated email line at [email protected] I will forward this post to our customer experience manager. Sincerely, Josh w/ Complete ID

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Satisfied customer
January 9th, 2019 Salt Lake City, UT DETAILS
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I spoke with Hazel last night after receiving an email that there had been a fraudulent credit inquiry on my credit report. She was SO helpful, researched the problem, entered a fraud alert for each credit bureau. She assigned a fraud investigator to me, Dalitso, who is now in the process of verifying information. I am SO thankful for your monitoring efficiency and thoroughness. Thank you!

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Reply from Complete ID

Jan 17, 2019

Thank you for the positive feedback. I will pass this information on to our team. We look forward to continuing to serve you. Best, Josh

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William Neese
January 9th, 2019 San Clemente, CA DETAILS
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The customer representative was so helpful in unlocking my access to Complete ID. She was so professional and caring, an made me feel like a valued customer!

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Reply from Complete ID

Jan 17, 2019

William, thank you for the positive feedback!

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Pam
January 9th, 2019 Lawrenceville, GA DETAILS
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I called to report that 3 of our credit cards had been used fraudulently even though the cards were still in our possession. I was told the only time we need to call about fraud is if the credit card company doesn't credit the charges back to our accounts. This was the 5th time within the past year someone has gotten and used our credit cards without actually having our cards. Thought the company was preventing this from happening.

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Reply from Complete ID

Jan 17, 2019

Dear Pam, I just had a conversation with one of our managers at the call center. We should have submitted a fraud case and assigned you a dedicated fraud resolution expert to walk you through the process of removing the fraud from your accounts . While identity protection can help detect fraud and help restore your identity, there is no way to prevent it all together. If you are still experiencing fraud, please contact [email protected] I let them know you may be emailing them and we look forward to revisiting your case. Thanks, Josh @ Complete ID

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Theo A
January 9th, 2019 Newport Beach, CA DETAILS
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This company is good once you talk to a person. But the 42min hold to talk to someone was ridiculous. Also the fact that they sent me a vague email about a warning of a breach. It was nothing important. Their emails need to be much more detailed. At least let us know what group it is in.

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David Longworth
January 7th, 2019 Nine Mile Falls, WA DETAILS
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The problem was solved however the real problem is that if I don't access your web site every 30 days I have to reset my password! WHY

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GrandmaV
January 7th, 2019 Lockport, IL DETAILS
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Representative was very patient and helpful. Wait time was a bit long.

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Reply from Complete ID

Feb 06, 2019

Grandma V, thank you for the positive feedback. I am sorry that you had to wait long on the phone. We strive to answer the phone in 30 seconds or less and we are in the process of hiring new call center reps. I have called a few times over the last few days and have been able to connect quickly so you shouldn't have this problem in the future. Thank you for your business and we look forward to serving you. Sincerely, Josh w/ Complete ID

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Lonnie
January 7th, 2019 San Diego, CA DETAILS
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Just checking on my identity to see if there was anybody messing with any of my credit cards or banking and there was none and I also wasn’t vies on what there was a notice for.

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Reply from Complete ID

Feb 06, 2019

Lonnie, thanks for the positive feedback. We look forward to serving you more in the future. Sincerely, Josh w/ Complete ID

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escomom
January 7th, 2019 Escondido, CA DETAILS
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The monitoring service is good, and alerts are timely. However, it is very difficult to find the alert in question when I log in after getting a notification. There should be an inbox that has a link to the item - but there isn't. Instead, you have to click through all of the features and sections of the service and see what has a current date associated with it. The CS rep I talked to on the phone agreed with me, said that lots of customers complain about the same thing, but it's up to the IT dept to make those changes, not her. So, what say you, IT department????

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Reply from Complete ID

Feb 06, 2019

Dear Escomom, Thank you for the feedback and I am sorry that it is difficult to find alert information. Improving the user interface is a big priority for us over the next year and we will be revamping the dashboard to do exactly what you mentioned. As a Complete ID member myself, I cannot wait! Again, thanks for your feedback. I will be sure to pass it on to our IT/product department. Sincerely, Josh w/ Complete ID.

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Martin Kiker
January 4th, 2019 Greer, SC DETAILS
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I Had a good experience with Complete ID. Kelsey was very tentative to my need and was able to address my issue during the call.

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Reply from Complete ID

Feb 06, 2019

Martin, thank you for the positive feedback. I will pass your feedback onto our call center manager. We look forward to serving you more in the future. Sincerely, Josh w/ Complete ID.

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Michelle
January 2nd, 2019 Elkhart, IN DETAILS
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I can't say enough about how helpful, knowledgeable, and caring they were with me. I had someone use my SS# to apply for credit cards and they have been over the top helpful, even through the holidays. It is such a wonderful benefit and I would advise everyone to join.

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Reply from Complete ID

Jan 03, 2019

Michelle, thanks for the great feedback. It makes us happy to hear that our team was able to help you with your identity theft case. We look forward to serving you in the future. Best, Josh

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Dam W
December 31st, 2018 Mount Vernon, WA DETAILS
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I canceled after 1 day because they were very uninformed as to what all their alerts meant. I went to life lock next and so far they seem to be more knowledgeable.

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Reply from Complete ID

Jan 03, 2019

Dam, I am sorry to hear that you did not have a great experience. We strive to be knowledgable and informed. If you would like us to take another look at your case, feel free to email us at [email protected] Sincerely, Josh

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BOB KOSER
December 31st, 2018 Brigham City, UT DETAILS
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I HAVE HAD TROUBLE FOR SOME TIME SIGNING IN. I WILL TRY AND AFTER 3 TIMES I AM LOCKED OUT. I CAL IN AND THEY WILL UNLOCK ME AND I CAN GET IN. THIS LAST TIME AFTER UNLOCKING ME I GOT IN AND I TRIED AGAIN AND GOT IN. SO MAYBE NOW IT WILL WORK FOR ME.

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Reply from Complete ID

Jan 03, 2019

Bob, thank you for the feedback. We are actively working on new ways for customers to login that are both simple and secure. We look forward to continuing to serve you. Sincerely, Josh

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dick
December 31st, 2018 Westminster, CO DETAILS
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thorough research of my concern - resolution completely satisfactoruy

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Reply from Complete ID

Jan 03, 2019

Dick, thanks for the positive feedback and we look forward to serving you more in the future. -Josh w/ Complete ID

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Douglas P
December 31st, 2018 Prescott, AZ DETAILS
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I had an incident happen, that someone secure (hacked) into my personal information and was using it to purchase items from apple. So it called Complete ID, talked to Patrick and he walked me through the process and what my options were. I chose the ones I wanted to use and he activated them and we will see. I was very pleased that I could go to ID and get help!!!

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Reply from Complete ID

Jan 03, 2019

Douglas, thank you for the positive feedback. I am glad that Patrick was able to help restore your identity. We look forward to serving you in the future. Sincerely, Josh w/ Complete ID

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jsk
December 21st, 2018 Murrysville, PA DETAILS
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Advised of Financial Takeover, but given no info. Case established, offered no assistance.

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Reply from Complete ID

Dec 21, 2018

Dear JSK, Sorry that you have not received any assistance yet. Our general process is to intake information with our first-level support prior to assigning a dedicated certified restoration agent that will work with you to help restore your identity. I am confident that when you start working with your restoration specialist, you will feel confident with your product. If for some reason you are unsatisfied or are not contacted in a reasonable time, please send us an email at [email protected] If you do have a great restoration experience, please visit Best Company again to update your review. Have a happy holiday and we look forward to helping restore your identity. Sincerely, Josh, Complete ID

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Tony
December 21st, 2018 Chicago, IL DETAILS
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Horrible waiting time to speak with someone. I called twice first 18 minutes second time 30 minutes. My wife also called twice and first time 30+ minutes second time 25 min.

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Reply from Complete ID

Dec 21, 2018

Tony, it is unacceptable that you had to wait so long to speak with someone. Due to the recent data breaches, our call center experienced significantly longer-than-usual hold times. On average throughout the year, we strive to answer the phone within 30 seconds and we apologize that we were unable to meet your expectations. At this time, our hold times have reduced significantly. Thank you for your patience and we look forward to serving you in the future. Sincerely, Josh, Complete ID

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Patricia Arnquist
December 21st, 2018 Grand Junction, CO DETAILS
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This was my first time contacting Complete ID and the experience was excellent. Every concern I had was answered respectfully and completely. He also brought up some things that might affect my credit score and guided me where to find the information on their site and how to interpret the information. He was patient, complete, and didn't talk above my basic knowledge of how the whole picture fit together. I was very happy with the whole experience.

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Reply from Complete ID

Dec 21, 2018

Dear Patricia, thank you for the positive review. I will pass this along to our call center management. We strive to provide you with the best service possible and this kind of feedback is music to our ears! We look forward to serving you in the future. Sincerely, Josh, Complete ID.

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Mike
December 21st, 2018

Customer service reps are not fully knowledgeable about the product and questions on credit report related materials.

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Reply from Complete ID

Jan 03, 2019

Mike, I am sorry that you didn't have the best experience with our customer service team. If you would like us to take a second look at your case, please email us at [email protected] We look forward to serving you. Sincerely, Josh

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James
December 19th, 2018 Minneapolis, MN DETAILS
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Very professional interaction with the customer service person.

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Reply from Complete ID

Jan 03, 2019

James, thanks for the positive feedback. We look forward to serving you in the future.

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tk2fast
December 17th, 2018 Payson, AZ DETAILS
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Experian charged our credit card for a full credit report without our knowledge or approval and Complete ID could not tell us the identify of who exactly did this. Complete ID was absolutely no help... This service is useless. MIND YOU THIS CREDIT CARD IS ONLY USED FOR COMPLETE ID, SO COMPLETE ID HAD TO ALLOW THIS TO HAPPEN. No one had the Credit card number except Complete ID so we had to cancel the CC. Very disconcerting.

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Reply from Complete ID

Dec 13, 2018

Tk2fast, I am sorry that you had a negative experience. I am forwarding your review to our customer experience manager. If you would like us to revisit your case, which we would like the opportunity to, please email us at [email protected] I will let the team know you may be emailing them. Sincerely, Josh

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Renee Martinez-Soukup
December 14th, 2018 Brookfield, IL DETAILS
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The wait time was long but the service representative did take care of everything and was able to get a bank representative so that we could resolve our issues.

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Reply from Complete ID

Dec 14, 2018

Renee, thank you for the positive review and I apologize for the long hold times. We expect that they will decrease over the coming week. I am glad that the support rep was able to help resolve any issues. We look forward to serving you again in the future . -Josh

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Jaime W.
December 14th, 2018 Overland Park, KS DETAILS
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Helpful to have the ability to track so many different things in one place. Great piece of mind.

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Reply from Complete ID

Dec 14, 2018

Jaime, I am glad you are having a great experience. Thanks for the positive review.

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William Miska
December 12th, 2018 Staten Island, NY DETAILS
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Took over 12 minutes before speaking with alive person which is unacceptable. Person on the phone was very nice

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Reply from Complete ID

Dec 13, 2018

Hi William, i appreciate you raising your concern with the hold time. We are experiencing long hold times due to the recent breach and we strive to answer the phone quickly. We look forward to serving you in the future with prompt response. Sincerely, Josh

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Vic
December 12th, 2018 Brookfield, CT DETAILS
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My e-mail directory stated that Complete ID found a match. I called and the customer service representative immediately put my mind to rest. The match was a match to my zip code telling me that there was a person convicted of a sex crime in my town. I was relieved that there was nothing that threatened my credit or my bank account. The representative was just wonderful, patient and understanding.

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Reply from Complete ID

Dec 13, 2018

Vic, thank you for the positive feedback. I am glad that our support rep was able to provide you a great member experience. Sincerely, Josh

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Norbert Wessely
December 12th, 2018 Oneida, WI DETAILS
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After 3 tries of putting in the password in my new cell phone, which I probably have the wrong one but it is the one I have written down, I was locked out and got a message to call 855 591 0202. I called immediately and waited over 20 minutes and had to go somewhere. Today, Dec.11, 18, I called again and was told the wait would be about 3 minutes - after 18min and 17 seconds I got tired of waiting. I'm thinking of cancelling my protection with this company. If I can't even get through to them over something simple how am I going to get through if my identity is stolen and I want to talk to someone as soon as possible. I think Costco should review this company that they are associated with and maybe find one that is a little more responsive.

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Reply from Complete ID

Dec 12, 2018

Dear Norbert, I am sorry to here about your poor experience. It is important to us that the product meets your expectations. Over the last week, we have been hit with high call volume due to recent data breaches. On our current product roadmap, we plan to make the password reset process more streamlined in order to prevent you from calling in. We hope we can give you a better experience in the future. If you are still having trouble, please call in now, as the hold times have been reduced. Sincerely, Josh, Complete ID

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Otto Benitez
December 12th, 2018 Lancaster, CA DETAILS
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She was very helpful on the problem that explain to her, and help me to find a solution on what I need to do.

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Reply from Complete ID

Dec 13, 2018

Otto, thanks for your positive review. We look forward to continuing to serve you in the future. Sincerely, Josh

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Ed DeMichele
December 12th, 2018 Sparks, NV DETAILS
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Excellent phone service with fast phone help. Thanks for being there!

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Reply from Complete ID

Dec 13, 2018

Ed, glad you had a great experience. We look forward to helping more in the future. Best, Josh

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Clayton Au
December 12th, 2018 Kurtistown, HI

Horrible time ,terrible phone Sevice,dropped calls six times I gave up trying again.

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Reply from Complete ID

Dec 13, 2018

Dear Clayton, we apologize for the long hold times. In general we answer over 70% of calls in less than 30 seconds. However, the recent data breaches have completely weighed down our call center and it makes us very frustrated when members are not able to connect quickly. If you were unable to solve your problem, will you please give us a call at [email protected] We look forward to serving you more promptly in the future. Sincerely, Josh

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Gary in Pittsburgh
December 12th, 2018 Pittsburgh, PA DETAILS
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I received an email indicating a match with my identity information, but couldn't find it on the website after I logged in. I called and the representative determined that the alert was someone with a criminal background had moved into my neighborhood. This was accomplished pretty quickly. Its a pleasure dealing with someone competent and professional who can resolve problems quickly.

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Reply from Complete ID

Dec 13, 2018

Gary, thanks for the positive feedback. We look forward to continuing to serve you in the future. Sincerely, Josh

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Patsy
December 12th, 2018 Austin, TX DETAILS
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Great responses and super helpful - I had a problem with a company that had not cancelled an account in a timely way.

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Reply from Complete ID

Dec 13, 2018

Patsy, thanks for the positive feedback. We look forward to continuing to serve you in the future. Sincerely, Josh

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Terry
December 11th, 2018 Ellington, CT DETAILS
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Very long call wait time in excess of 20+ minutes. When finally reached advised the counselor I have had a security breech, She took my information and advised me she would have someone call me back the next afternoon (last Friday). To date no calls have been received. I have tried calling again yesterday and again today with long wait times and never actually spoke to anyone. Not sure what services I am paying for. Thought if Costco thought your services were excellent that I could trust your services. I am not feeling like this was a good choice. want a supervisor or someone n Costco to call me so I can resolve my security breech.

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Reply from Complete ID

Dec 12, 2018

Hi Terry, I am sorry that you had a poor experience. We pride ourself in best-in-class support and restoration so as you can imagine, it is extremely important to hear when we do not meet our member's expectations. Over the last week we have been swamped with calls due to the recent data breach. However, it is extremely important that we are able to help restore your identity in a timely manner regardless. I am forwarding your message to our Customer Experience Manager. Will you please email [email protected] and we will take a second look at your case? Sincerely, Josh

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BobS
December 11th, 2018 Pauline, SC DETAILS
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Was considering Complete ID but had questions/concerns. The wait times for a rep were long but for something as important as ID protection I figured it was worth the wait. When Brenna came on the line she was very professional and polite. She answered all questions to my satisfaction and I decided to go ahead and sign up. She offered to do it for me or I could go to the website and do it. I felt better about signing up with her assistance and so we did. The process was painless. Based on my experience I would recommend. I also signed my wife up as well.

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Reply from Complete ID

Dec 12, 2018

Dear Bob, I am glad that you had a good experience with Brenna. I think one of our best features is our US-based support and dedicated restoration team. As a side note, we usually have very short hold times. However, a recent data breach has created a high influx of call volumes. We look forward to serving you in the future and we are happy to have you and your wife in the Complete ID family. Sincerely, Josh

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roger trepanier
December 11th, 2018 Redmond, WA

Terrible. Tried to enroll online online but kept getting error message. So called their advertised customer service number to enroll. Was told the wait time for next available person was "less than 3 minutes". In fact it was just under an hour ! Lady said they were swamped. I suggested they at least change their phone message ! Hopefully this is not indicative of future experiences with them.

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Reply from Complete ID

Dec 12, 2018

Dear Roger, I am sorry that you had a poor experience signing up. We were recently hit with a large volume of calls due to some recent data breaches and this tied up our call center. We usually pride ourself with best-in-class US-based support and it is very misfortunate that this was your first experience. If you have any questions still, I just called in and was able to connect very quickly. We are also working to get the "less than 3 minutes" issue fixed. Feel free to give us another call or shoot us an email at [email protected] Sincerely, Josh, Complete ID

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Ruth Chan
December 11th, 2018 San Francisco, CA DETAILS
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It's mostly fine. Unfortunately, the only way to contact customer service is by phone and you must wait 15-20 minutes before getting a live person. Not that long, but when you're anxious about ID theft, well....

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Reply from Complete ID

Dec 12, 2018

Dear Ruth, I apologize for the long hold times. Our call centers have been completely swamped over the last week due to the recent breach. I just called in and was able to get a support rep quickly. If you still need assistance, feel free to call again or email [email protected] We hope to serve you in a more timely fashion in the future. Thank you for being a Complete ID member. Sincerely, Josh

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Anthony Russell
December 11th, 2018 Pittsburgh, PA

I opened a savings account. In two days I received a email notice from Complete ID, that someone opened an account in my name. I find this very reassuring. I called Complete ID just to let them know that it was a valid transaction and ask a few other questions. The support was great, no rushing me off the phone. They were very helpful. Worth the money. Thank you.

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Reply from Complete ID

Dec 12, 2018

Hey Anthony, Great to hear that you have had a positive experience with our support team. As a Complete ID member myself who has had to call in multiple times, it always makes me feel proud to work here when I get to talk to a knowledgable expert. Thank you for being a Complete ID member and we look forward to serving you in the future. Sincerely, Josh

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Chris
December 11th, 2018 El Paso, TX DETAILS
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Horrible. On hold wait times over 30 minutes. Agents less than helpful. Service has declined recently. This used to be a service I valued for my money. Now it is becoming a hassle that I pay for

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Reply from Complete ID

Dec 12, 2018

Hi Chris, I am sorry that you had a negative experience. It is important to us that we provide best-in-class support. Our team has been swamped with high call volume over the last week due to the recent breach. We apologize that you had to wait so long. If you would like us to take another look at your case, please email us at [email protected] Thank you for being a Complete ID member and we appreciate your patience during this time. Sincerely, Josh

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sam's mom
December 7th, 2018 Avon Lake, OH DETAILS
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Have had this service for almost a year now. Most notifications have been about sex offenders moving into the area. A few others were about possible email hacks. Sometimes an email notification would arrive and when I'd log on and go to "notifications" button all that would show up were those old email ones. Finally called to find out why these emails are alerting me to old info. The customer service rep said you have to go to the pull down menu at the top of the page and go to each category to see if there's an alert there for any of those categories. Found out that "notification" button only shows "dark web" alerts. So why on earth would there NOT be a main page "notification" button that will show you all your alerts??? Plus the alert that he found for me from that day's email was for an address change that happened over a month ago. Not very timely monitoring. On the plus side he was very helpful. Not sure if we'll keep this service or not going forward.

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Reply from Complete ID

Dec 07, 2018

Dear Sam's Mom, Thank you for the review and we appreciate the honest feedback. We are in the process of overhauling the interface over the next year to make it more user friendly. It is important to us that you have a great user experience and we have already started to implement some of the changes with this project such as a welcome series for new users. In the meantime, we will alert you immediately if we detect any changes to your personal information. Additionally, if your identity is stolen, we will provide you a dedicated restoration specialist to help restore your identity. If you have any questions, feel free to reach out at [email protected] Sincerely, Josh