Complete ID is an identity theft protection product by Experian made available exclusively to Costco members. 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 per person per month for Executive Costco members and $13.99 per month for Costco Gold Star and Business members.

Complete ID provides credit monitoring services that include all three main credit reporting bureaus in addition to 12 different monitoring features, U.S.-based certified identity theft restoration, and up to $1 million in identity theft insurance*. 

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.

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). Potential customers should note that monitoring with Experian begins within 48 hours of enrollment in Complete ID and monitoring with Equifax and TransUnion takes approximately four days to begin.

In addition to credit monitoring, Complete ID offers 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 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 certain 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 to identity theft, Complete ID offers direct communication with a designated identity theft restoration specialist.

The company's 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 can be granted 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.

Both customers and non-customers can access Complete ID's online education center. 

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The Bad

  • Lack of Services

Lack of Services

Complete ID does not provide a number of important services including 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.

It is also unclear whether or not the company provides anti-virus software. 

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 does not seem to provide a number of important services 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. 

*The Identity Theft Insurance is underwritten and administered by American Bankers Insurance Company of Florida, an Assurant company under group or blanket policy(ies). The description herein is a summary and intended for informational purposes only and does not include all terms, conditions and exclusions of the policies described. Please refer to the actual policies for terms, conditions, and exclusions of coverage. Coverage may not be available in all jurisdictions. Review the Summary of Benefits.  

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User Reviews

Star Rating

3.7
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359 Reviews

Review Breakdown

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1 star
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Sentiment Criteria

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Doris

January 17th, 2019 Ypsilanti, MI DETAILS arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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 arrow_drop_down
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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

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bert H

December 7th, 2018 Naples, FL DETAILS arrow_drop_down
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called about placing an alert on my account t with all 3 credit bureaus to call me first before giving out my credit information. Customer service person very helpful in helping me with my request.

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Reply from Complete ID

Dec 12, 2018

Bert, we are glad that you had a positive experience. Thank you for being a Complete ID member and we look forward to serving you in the future. Sincerely, Josh

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marcus cassimus

December 5th, 2018 Albuquerque, NM DETAILS arrow_drop_down
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I called and asked a couple of questions and the gentleman helped me immediately and was very courteous

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Jenny

November 29th, 2018 Bellingham, WA DETAILS arrow_drop_down
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Timely addressed my issues and explained how theyd be able to help

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Reply from Complete ID

Dec 05, 2018

Jenny, we are glad you had a great experience. We look forward to serving you again in the future. -Josh

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Ernie Linkous

November 29th, 2018 La Mesa, CA DETAILS arrow_drop_down
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Prompt and excellent service. My situation was resolved in one call.

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Reply from Complete ID

Feb 06, 2019

Ernie, thanks for the positive feedback. We look forward to continuing to serve you in the future. Sincerely, Josh w/ Complete ID

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Christine Pietsch

November 28th, 2018 Newport Beach, CA DETAILS arrow_drop_down
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Signed up beginning of November and Experian still has not been able to verify information. Even faxed items etc. They claim the system verification is done and to check back each week, and each week I get the same story.

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Reply from Complete ID

Dec 05, 2018

Sorry to hear that you’ve been having trouble authenticating. We are in the process of updating our authentication processes to improve the member experience. I apologize for the inconvenience. Please try to enroll again within the next few days. Feel free to reach out to us at [email protected] if you have any questions.

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BT

November 28th, 2018 Libertyville, IL

I have had the worst experience with Complete ID (so far). I attempted to sign up on Saturday. It said I had to call to talk to someone which I did on Sunday. That call lasted a while and ended with me having to call back on Monday (which could have been stated at the start) On Monday I had to call in 3 times as I was disconnected once and transferred to the wrong department. Then I was finally told that an additional investigation on my sign up had to take place and they would call back in 3-5 days. I am just trying to sign up for service. I have great credit. I just ran a report and it was clean. We are just looking for better protection. I hope these comments help. I’m losing faith in this company as a service.

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Chris

November 27th, 2018 Hurst, TX DETAILS arrow_drop_down
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I have been billed for several months without any access to my account. I have called multiple times and never get the password reset despite them having the right contact information. They can get me surveys but not access to the system

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Reply from Complete ID

Nov 27, 2018

Dear Chris, it is important to us that you can access your account. Will you please send our team an email at [email protected] I will let them know that you will be sending an email. We will take a second look at your case. Sincerely, Josh

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Roberto Castro

November 27th, 2018 Fairfax, VA DETAILS arrow_drop_down
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The two representatives I contacted about a breach of my personal information provided sound advice and recommended actions I had to take to minimice my problem.

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Reply from Complete ID

Nov 27, 2018

Hi Roberto, Thank you for your feedback. We are glad that we were able to support you. Thanks, Josh

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Mary E. Smith

November 27th, 2018 El Paso, TX DETAILS arrow_drop_down
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Excellent experience, my problem was solved in minutes. I am encouraging my children to enroll.

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Reply from Complete ID

Nov 27, 2018

Hi Mary, Thank you for the positive feedback. We look forward to serving your children. Thanks, Josh