Complete ID

having great difficulty getting into my account. I requested a new password; there was no mail followup. I tried again and clicked on reset password and still waiting. And waiting. And waiting.

Reply from Complete ID

Feb 07, 2019

Dear GBK, It is important to me that you can access your account. Will you please email our team at [email protected] Please provide your issue, name and phone number. They will assign somebody to your case. Please report back to me once this is completed and if you are satisfied with your support. We look forward to resolving this problem. Sincerely, Josh @ Complete ID

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Excellent and Immediate help with my issue. The folks are experts in their field with exquisite customer service skills.

Reply from Complete ID

Feb 06, 2019

John, thanks for the positive feedback. It makes us happy to hear that you had a great experience. We look forward to serving you more in the future. Sincerely, Josh w/ Complete ID

Complete ID has always offered great Customer service! Every time I call , they are very helpful and always answer any questions I have. I’m now notified by them if something happens regarding my information.

Reply from Complete ID

Feb 06, 2019

Esmeralda, thank you for the positive feedback. It makes us excited when we hear that our reps are giving you a great experience. We look forward to serving you in the future. Sincerely, Josh w/ Complete iD.

Attempted to sign up. Card was charged and received setup email. Attempting to login gave a notice that my identity wasn't able to be verified. After calling the number I was informed that they coulnd't verify my identity and couldn't tell me why other than it wasn't fraud. Went to another service and was completely set up in 5 minutes.

Reply from Complete ID

Feb 06, 2019

John, I am sorry that you had a negative experience. However, thank you for providing your feedback. We are in the process of bringing some new features in that will help make the validation process accessible to more users. I am glad that you found a service that works for you. Sincerely, Josh w/ Complete ID

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Recently we had a credit check as part of a mortgage refi process. No alerts were issued by Complete ID untill the following day? This was upsetting to us and even more so when my wife received an immediate alert from Credit Karma without even being a member or paying for any services. I feel that Complete ID failed in this regard and although we finally received an alert from Complete ID the following day it simply was not fast enough. In today's world where ID theft is very real and on the rise these alerts should be expedited immediately comsidering that time is if the essence if credit restoration would be required. We are not very happy about the response time from Complete ID. Hopefully this glich gets fixed asap!

The fellow I talked with was VERY knowledgable about my particular security concern. He looked further into my password concerns and we agreed that there was nothing to be concerned about.

Reply from Complete ID

Feb 06, 2019

Eric, thank you for the positive feedback. I am glad that our rep was able to help you feel peace of mind about your password. We look forward to serving you more in the future. Sincerely, Josh w/ Complete ID.

I have an unauthorized withdraw from my 401k. I contact complete I'd and they assigned me a specialist to help me on this issue. I will let you know the result of this difficult issue, but at least I got some help for now.

Reply from Complete ID

Feb 06, 2019

Dear Huy, Thank you for you feedback. Please update your review once your issue is resolved. I would love to hear about your restoration experience. Sincerely, Josh @ Complete ID .

I just had a general question on how to find something in my report. The lady that I talked with on the phone was extremely friendly and nice and answered my question promptly. She was very professional, yet very friendly. Gerals

Reply from Complete ID

Feb 06, 2019

Gerald, thank you for the positive feedback. We look forward to serving you again in the future. Sincerely, Josh w/ Complete ID.

Very easy to sign up. When I called customer service...talked to a representative immediately, no wait time on phone. She was very knowledgeable and answered my questions....very happy and glad I chose them.

Reply from Complete ID

Feb 06, 2019

Kim, thanks for your positive review. We take pride in our best-in-class support team and I am glad that you didn't have to wait on hold. We look forward to serving you in the future. Sincerely, Josh w/ Complete ID

Excellent and professional. Representative knowledgeable and courteous. I am glad I have this service. Thank you. mems

Reply from Complete ID

Feb 06, 2019

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

Had a good experience with CSR Ivy. She was very sweet and knows her stuff. Did not have to wait long either for the CSR either. Answered quickly and was ready to help immediately. Excellent customer service.

Reply from Complete ID

Feb 06, 2019

Michele, thank you for the positive feedback. I am passing your review on to our Complete ID call center manager. We look forward to serving you more in the future. Sincerely, Josh

Recently i received an email alert with some kind of account holder changes.. I called in to verify the alert status. I got helpful respond and answer..

Reply from Complete ID

Feb 06, 2019

Saroya, thank you for the positive review. I am glad that Complete ID was able to alert you and you were able to verify the alert status. We look forward to serving you in the future. Sincerely, Josh w/ Complete ID

The representative was extremely knowledgeable and sympathetic to my circumstance. She advised me how to prevent ID theft and made me aware of how it occurs.

Reply from Complete ID

Feb 06, 2019

Tony, thank you for the positive feedback. I am glad that our support rep provided you with valuable information. We look forward to serving you in the future. Sincerely, Josh w/ Complete ID.

Complete ID made the process smooth and easy for me. Worth every dollar for the peace of mind and support.

Reply from Complete ID

Feb 06, 2019

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

I had locked myself out of my account; a quick call to customer service and I was in...call was answered almost immmediately, few if any prompts, very courteous rep.

Reply from Complete ID

Mar 11, 2019

Thank you for your feedback. I am glad that we have exceeded your expectations. Hope you have a great day. Thank you -Rene'

I received a bogus email asking for information on an AT&T account, which I did not have. the ruse was clever, since it referred to an account in another state which in fact I had previously. Complete ID also reported that there was a question on one of my monitored accounts. I reported all this immediately, and Complete ID took over, handled all necessary contacts, and resolved the problem.

I strongly recommend that Costco immediately discontinue recommending this company to members. I had alerts sent to me, but reps could not provide any details regarding the basis for these alerts from Complete ID's systems and would not agree to commit to someone from Complete ID calling me back with details surrounding these alerts. Worthless service and follow-up by Complete ID from my perspective.

My rep was one of the brightest and most articulate reps I have dealt with in a long time.

Reply from Complete ID

Mar 11, 2019

Thank you for your feedback. I am glad that your Customer Service Specialist has exceeded your expectations. Hope you have a great day. Thank you -Rene'

Overall a positive experience. The Tech lady was very helpful although I had to call back to get the problem fully resolved

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

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.

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

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

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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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.

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.

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

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!

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'

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.

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

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.

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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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

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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Other than having to be on hold for over 30 minutes and listening to horrible harmonica jazz playing, it went very well.

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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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.

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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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.

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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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!

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

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!

Reply from Complete ID

Jan 17, 2019

William, thank you for the positive feedback!

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.

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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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.

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

Representative was very patient and helpful. Wait time was a bit long.

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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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.

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

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????

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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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.

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.

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.

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

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.

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

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.

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

thorough research of my concern - resolution completely satisfactoruy

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

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!!!

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

Advised of Financial Takeover, but given no info. Case established, offered no assistance.

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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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.

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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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.

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

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

Very professional interaction with the customer service person.

Reply from Complete ID

Jan 03, 2019

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